If you get assigned this company for any reason cancel and get another one. Was promised a tow though bmw and provider is hours late, saying driver is 10 minutes out for the past hour, and lies on tracking services saying that the driver is on scene. Unprofessional. Unacceptable
Do not do not do not use this tow company … a bunch of redeem gift card scammers lying on phone been waiting 3 hours for a tow .. and they keep saying drive will be there in 90 minutes every hour
Horrible experience! They were dispatched by Progressive and kept calling and arguing with me about the requested drop off address, stating it was incorrect when it never was! I told them the correct address at least 10 times and the Empire agent kept calling me back asking if I was sure. This ridiculous exchange delayed my tow for over 2 hours! She refused to dispatch it while she was confused about the drop off location. There was never any confusion about the pickup so they held me up for no reason whatsoever. They even called Progressive on 3 way to get them to talk to me about the address and progressive was confused as well and even laughed at this exchange. Your agent’s incompetence left me stranded for hours on end for a one mile tow. How is this service acceptable at all?
Please avoid this place. Read the other reviews and save yourself the stress. Avoid it like the flu. Avoid it like COVID. Better yet—do not come here at all.
I have been waiting over 4 hours for a tow truck after going through my insurance and paying $200. As I’m typing this, there is still no tow truck on site.
Instead, I’ve received calls from 10 different dispatchers, all asking me the same questions I already answered. I keep getting ETA notifications saying the driver will arrive in 5, 10, or 20 minutes—but no one ever shows up. No communication, no accountability, no resolution.
This entire experience has been confusing, exhausting, and unprofessional. My time was completely wasted.
Please save yourself the headache and spend your money elsewhere.
I rarely write reviews, but my experience with Empire South Service Inc. has been consistently disappointing.
Every time I’ve used them, they have never shown up on time. I’m only informed about delays if I call to ask for an update, and then I’m told they’re running 30–40 minutes late—over and over again. This has happened multiple times, so it doesn’t feel like a one-off situation.
On top of that, the communication from their operator has been unprofessional and surprisingly rude in my experience. When you’re already stressed and stranded, this is the last thing you want to deal with.
Overall, I’ve found their service to be extremely unreliable and frustrating, and I would not recommend Empire South Service Inc. based on my experiences.
Antavarious “Ant” (from Empire South Services) delivered an absolutely outstanding experience during my battery jump and towing service today. From the moment he arrived, Ant went above and beyond in every aspect of the job. He was meticulous, attentive to every detail, and communicated clearly throughout the entire process. His customer‑first mindset was evident in the way he explained each step, ensured my safety, and handled the situation with total professionalism.
Ant is the kind of team member who elevates the entire service experience. I truly hope he is recognized for his exceptional performance and that his approach is used as a model when training others. This is exactly what “doing it right” looks like during a towing service.
Quoted me an hour and a half for a tow. It ended up being closer to 5 hours. Every time I called they would tell me the driver was on their way. I would have rather they just been honest so I could get another tow
Tow truck never showed up after over 4 HOURS of lies and excuses. Zero accountability, zero communication, total incompetence. BMW should be ashamed to use this company. Absolutely unacceptable.
We were contacted by Empire South Service Inc as they are used through our extended warranties for a tow. All in all they came and provided the service we needed. The driver was kind and did a great job. The communication on the arrival time by the call center was not the best. It took about 2.5 hours to get assistance when we were told 90 mins however I see some went through a lot worse. They were also trying to charge me more than roadside assistance told me I had to pay. After a bit of back and forth as I had my payment in writing they did still end up overcharging me, but not by much more. Needing my car I just went ahead and paid the extra. It did make me feel a bit taken advantage of. Nevertheless my vehicle got where I needed it to be and I’m very grateful for that.
Sorry, lying, undependable, horrible company. Thanks for NOTHING BUT wasting our time and lying to us. We waited 2 hours and got dragged along on a string waiting for tow service.
These guys are terrible. They use a switchboard call center out of India so nobody at Empire actually communicates with the drivers. My wife waited in subfreezing temps for two hours even though they said they’d be there in 45 minutes.
Avoid like the plague. My wife waited 3.5 hours for a tow. This call center gave her the run around everytime and said a driver would’ve there in 15-30 minutes. FOR 3.5 HOURS. Why this company thinks this is ok is absolutely beyond me. When the driver finally showed up to tow my wife’s Tesla he asked her where the keys went…. Again… avoid this company.
Very very bad experience. Their people sit in India and don’t even know the basic of roads and highways, the management of driver is poor. First they told us 60 min wait, then after calling them 15 times (because their people don’t understand what I am saying) they can’t tell us where the driver is and what job he is on.
On top of this … after waiting for constant 2 hours , and continuous calling they tell us the driver phone number has bad network and location is not showing correctly and they don’t know here driver is… I have been waiting for more than 2 hours on the shoulder of I85… this was really really unexpected.
NEVER BOOK THEM , NEVER!!!! Not helpful at all.
VERY UNRELIABLE VERY UNPROFESSIONAL, SHUT DOWN THIS COMPANY
Worst customer service I’ve ever had in my life. PSA I’m not a Karen. I understand that it’s not the call center operators fault (in most cases). My car broke down and I waited patiently using the app to track the driver after speaking with “Mike”. The driver was still 40 minutes away when suddenly the tracking app said that he was already on the scene. I called back to Mike and he said that the driver would be there in 10 minutes. I waited another 20 minutes before calling again to request an update. I did this FOUR MORE TIMES. I was told lie after lie after lie by Mike. First it was that the driver was getting gas, then it was there was an emergency tow required ahead of me, then that the driver got lost, then that he was getting gas (again). I’m not dumb, the reason that it said the driver had arrived is because once they click that you can no longer see where they actually are on the tracking app. These people are unapologetic liars. I understand that tow trucks take time to get to places, all I wanted was an accurate time frame so that I could schedule a service appointment with my car dealership. Mike also lied and repeatedly told me to “give him 2 min to contact the driver”. When I finally got frustrated and expressed that I just needed to know if they were still coming he said nothing and pretended like he wasn’t there for about. I know how call centers work, it tracks if he hangs up on me but he was just hoping I would hang up on him. I didn’t and after about 6 minutes of silence he came back on the line and said “hello?”. At this point I asked to speak to someone else and told Mike I no longer trusted him. He refused to give me any other number to call after asking multiple times. Truly, for people stuck on the side of a road in need of help DO NOT accept this company as an option from your insurance/ third party road side assistant.
Lucius recently towed my car and he was the ultimate professional. He was kind, polite, and clearly had outstanding skills and talents.The focused attention that he gives to his job is exceptional
Darron truly went the extra mile when he came to town to help with my car, and I am so grateful for his assistance. When he arrived, he immediately asked what the issue was. After I explained that I thought it was a battery problem, he took the time to try jumping it himself. He even sent me a video to show that the car started right up! His professionalism, helpfulness, and willingness to go above and beyond deserve to be recognized.
Driver Darron is the best!!!! He arrived quickly, was friendly and professional, and handled my car with care. He explained everything clearly, made the process stress-free, and went above and beyond to help. Highly recommend!
Darron from Empire South Towing was truly outstanding. He took his time with my vehicle, made sure it was loaded with care and intention, and was incredibly kind, empathetic, and just all-around great company during the ride to the drop-off. I also want to give a big shoutout to Brandon, the dispatcher that evening—he was just as fantastic.
And the next morning, when I called to get the names of the gentlemen who helped me, I was greeted by Kay’s warm, welcoming voice. She was so friendly and helpful—it really made the whole experience feel even more personal. If the whole Empire South team is like Darron, Brandon, and Kay, you honestly couldn’t ask for a better crew. They’re the kind of people you want on every service call.
Statefarm automated their services when my car battery died. The woman who called did not have any information regarding my address, and when I told her my car was dead and could not be put in neutral, she said she needed to “schedule a call for 9:00 am”. I told her I could not wait that long as I was stranded and she said “okay I’ll call back in 5 minutes.” She did not call back, and only after I called her did she answer and say “yea we can’t tow the car.” When I asked her why and informed her that other tow men said they could tow it even if the car was dead, she immediately hung up the phone. Do not do business with these people. They are lazy, incompetent, and heartless. They will leave you for dead with no remorse.
Kris and his team are TOP NOTCH! I work with him a lot on a business level but today they were our first call when we had a skid steer stuck in our yard. They quick, professional, and lifted a huge weight off of our shoulders!
It is an honor to know that someone still cares when you are in a crisis. Otis took the time to explain every step of securing my Volvo to drop off at the Volvo dealership after breaking down on me at night. He contacted me after dropping it off to let me know the key was in the drop box and my Volvo was there safely. Thank you Otis for going above and beyond in my time of need.
Mr. David B. is absolutely an angel in human form. He did everything in his power to help me when my car broke down, not only did he tow the car but also stopped by the gas station and bought a sprite to get rid of my battery corrosion. he stayed with me for at least an hour trying to help me fix my car at 9pm and I am eternally grateful for his kindness and empathy in the situation. Mr David I cannot thank you enough for all you did, incredible service, if I could fairly rate over 10/10 I absolutely would.
I highly recommend this towing company. I acquired their services last week for an electric BMW that I couldn’t get out of neutral. It was in my garage on a painted floor …so they had to be extremely careful. It wound up they had to make two trips because of the special circumstances and needing to come back with more equipment. Demarcus was my driver and he was very knowledgeable and professional. Everything about this company is tip top. Trucks are clean, drivers are in nice uniforms, and they were right on time.
Lawrence was amazing! He called me with an ETA as I was sitting on the side of the highway with a flat tire. AAA sent him but never updated me. He arrived exactly when he said he would and took very good care of my car. He was a joy to travel with. Thank you Empire!!!
Dispatch and tow truck driver were amazing in resolving my horrible situation of waiting 15 hours from my insurance provided tow dispatching options. Empire was quick and competent, and I really appreciate how they handled my situation.
The BEST towing experience I have ever had. Tesla owners, this is the company you want to use. Chris with Empire South Towing took his time getting my model S with a flat tire onto his flatbed. He was extremely knowledgeable and showed that he really cared for my car. What a great experience, I wouldn’t use anyone else.
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