I had a terrible experience with this towing company. They called me around 8:30 a.m. saying they were on the way, but no tow truck ever showed up. I called them about 10 times throughout the day trying to get an update. Later, when I finally got an answer, they claimed the driver came and that I didn’t answer my phone which is completely false. I never received a single call from the driver. This was extremely frustrating and a huge waste of my time. Worst service I’ve had. I would not recommend this company.
If I could give zero stars I would. THE WORST CUSTOMER SERVICE EVER!!!! After waiting 2 hours the tow truck never came !!!! The customer service rep kept on hanging up on me!!!! Then cancelled the tow truck!!!! He needs to be fired!!!
Have a tow contract with this company and for over a year we have been unable to get them to come and tow cars out of our parking lot. We have called over 30 times and they never are able to come, not 1 car has been towed from our lot. Totally unprofessional and horrible customer service. The "manager" even gave us his personal cell - which he never answers or responds to texts.
AAA contracted them to come out. Driver says can't get car out of my driveway without even trying and says start your car and pull it out even after telling him there was no oil in the car. He was rude and left. I called another company and this amazing driver showed up and without a word hooked up my car and pulled it to repair station. His driving skills without question! Empire should be ashamed! Will never call them even if my car is in the middle of the street! Useless
Absolutely the worst roadside assistance experience ever. BMW assigned Empire State to pick up my car, and this company is nothing but unreliable and unprofessional. They kept pushing the ETA again and again, never showed up on time, and don’t even bother answering their phone. I’ve wasted my entire day just sitting and waiting because of their incompetence.
It’s shocking that a brand like BMW would work with a third-class company like this. If you value your time and sanity, never use Empire State for roadside assistance. Completely unacceptable service.
Hi I need tow truck 28th November Friday 4:00pm the truck is coming next morning 29th November Saturday 3:00am after 11 hours they are lying with customer for customer service
Deeply unprofessional and poorly run company, they intentionally lie to you about ETA, it’s fine if you don’t know or even if it’s going to be several hours but they need to be honest instead of stringing you along and keeping you from making other arrangements, everytime you call they will say another 30 min and it ended up being more than five hours after when they said they would arrive, it would have been better for them to be honest up front so you can find another company, they’re not honest at all with you, if you look through other reviews you’ll realize this is a pattern of behavior for the business, would strongly advise you do not use this company, if insurance assigns you this company you can call back and request that they place you with another company.
The tow driver himself was fantastic when he arrived, and I’m sure this is out of his control too and more of a reflection of this poorly run business and customer service.
Absolutely the worst towing service around, promise to show up and after 8 hours of no show we went with another company, shouldn’t take the job if you can’t provide the service in a timely manner
Jimmy from Empire Towing is a GOD SENT! Total professional. If you have to use Empire you must request Jimmy. He got my car out of a situation others said they couldn’t and drove me back to NJ from Manhattan. Couldn’t be more grateful for this dude, 10/10 highly recommend!
Worse customer service ever waited for 3 hour to be told I can’t ride with my car. And the dispatcher never answer and when he does it’s always 15 mins. If AAA assigned this company cancel and request someone else.
I needed a tow in Manhattan - This group cancelled on 3 separate occasions and showed up over 4 hours delayed, consistently telling me new trucks were dispatched and effectively lying, as no trucks were en route on any occasion prior. One of the worst businesses I’ve ever engaged with.
Do not use this company, if your insurance or anybody recommends them please say no… I reserve a towing 24hrs in advance. They woke me up @4:45am saying the tow truck would be there @ 6:45. I called every 1/2hr and every time i call they tell you 15mins more the app says the tow truck is at the location but its not because i was there standing in the cold. I had to call my insurance company to get involve.. Finally we were told they cant call the driver because he on another job.They had to dispatch another truck. Empire you guys are worthless. Please don’t waste your time on them, they don't care.. 1 star is too good for you.
Terrible experience! Had me waiting a little over 3 hours. First they said it was going to be 1:30 min then when I called again they said driver was 30 mins out. After 50 minutes I called 3 times and got ignore. Then they finally picked up and told me the driver had to take another call cause it was an emergency and that they would get to me whenever they were done. I canceled my service right after the call.
Thank you for the amazing service today! Jeff who assisted me on the phone was concise and comforting, as well as Andy, my driver, and his trainee, who both took amazing care of my vehicle. The service I was given today was remarkable. I have a go to service I use for family vehicles but found myself calling in my roadside service on my own 2024 Mini Cooper and was paired with Empire. I was nervous as I did not know the company, but was quickly surprised by their excellence and attention to my vehicle. Well done!!
The actual tow was fine. The customer service was horrible specifically the tow truck driver Richard Brown. He didn’t say a word the whole time he was there. I figured ok he’s just getting to work and wants to get this car on the flat bed. Well once he did he just drove off. Uh can you tell me where you’re taking the car? Who do I call in the morning? Nothing not a word to me the entire time just drove off. Then I contact the company asking if I can get the pictures of the damaged tire so I can submit a claim to the tire manufacturer since these are new tires; I was ignored. Basic customer service skills go a long way and this driver lacked them. Go else where for your towing needs.
The worst service I’ve ever experienced. I waited stranded on the side of the road for over 4 hours before a tow truck finally arrived. During that time, I called repeatedly, and every single call made things worse the ETA went up each time instead of down. Nobody could give me a straight answer. Instead, I was transferred around with zero urgency and zero concern.
One representative even admitted that “the previous person had no idea what they were talking about.” That’s how little communication or competence there was. Four hours of being ignored, brushed off, and fed empty answers while stuck in an unsafe situation on the road.
When the truck eventually came, it didn’t undo the fact that this company showed absolutely no sense of responsibility, no professionalism, and no respect for their customers. The way this was handled is beyond ridiculous it’s negligent.
BEWARE. SCAM. they made us wait for a tow for 2 hours that never came!! our insurance allegedly “cancelled” it even though the cost is free through uber (no insurance involved) From what I see, other people have been told the same thing “insurance cancelled” after waiting multiple hours. This place is a SCAM. PLEASE READ REVIEWS MANY SIMILAR SITUATIONS.
Absolutely the worst experience I’ve ever had with a towing company. They kept me stranded on the highway for over 2 hours, each time giving me a different estimate that turned out to be completely false. After wasting all that time, they finally told me they couldn’t help and suggested I call my insurance company instead.
Not only was this incredibly unprofessional, but it was also dangerous—I was left on the side of the road with no reliable support, and I’m lucky nothing happened to me or my car while waiting. Every time I called, I got a different story, which shows just how disorganized and careless this company is.
They completely ruined my day, and I would never trust them again. If you value your safety and time, stay far away from this company.
I would give zero stars if i could. Charged my card $178 for a tow that never came. They cancelled on me after 3 hours of waiting. Never dealt with a worse tow company in my life. Im going to dispute the charge with my bank.
I had an amazing experience with Alexzander from this towing company. He went above and beyond to help me during a very stressful situation. From the moment he arrived, he was kind, professional, and extremely helpful. He explained everything clearly, handled my car with care, and made sure I felt safe and reassured throughout the process. You don’t always expect kindness during a tow, but Alexzander truly stood out. I’m so grateful for his help and would highly recommend him to anyone in need of towing services!
Thank you to Chris for the excellent assistance. Despite the rain, he carefully inspected my vehicle and followed all procedures step by step. Two of my tires were punctured due to an unexpected incident, but Empire State Towing responded quickly and dispatched a truck without delay. The car was safely towed to my dealer at night. Professional, efficient, and reliable service—I truly appreciate their help！
A driver operating a white Sprinter Dodge van removed my 'No Parking' signs, parked, and blocked my driveway. I contacted Empire State Tow Company, and within 15-20 minutes, the vehicle was towed at the owner's expense. I highly recommend this company, deserving of 5 Stars for their prompt and effective service.
I recently interacted with Empire Towing and this company excels greatly in customer care. Melvis not only picked up my vehicle but extended great kindness in the process. I also spoke with Christopher who was very helpful and a young lady who answered the phone but I didn't write her name. Everyone did their best to help me out.
If I could give zero stars I would. They literally totaled my car trying to unload it from the flat bed. They caused $8,000 worth of damage to my custom vehicle and then deleted it from their system. They are crooks. Do not trust them. They lie and will damage your car. They have no idea what they are doing.
Horrible and inconsiderate from a lady named Kat. I had a blocked driveway issue and NYPD issued a ticket I reached Out to Empire State towing at 1:20 am. I was Told to call back after 5:00 am. So when I called back after 5:00 am I was Told it would be 2 hours before the truck gets there. At 7:20 am I get A text saying be there in 5 minutes. I immediately Go outside and wait 15 minutes in the cold and no one showed up. I call Back and they tell me the tow truck cancelled the pick up because they were not able to tow due to parked cars which was a lie! If they would have really showed up I was Able to move the parked cars because they were my parked cars. The lady Kat on the phone became very nasty and told me “oh well you have to wait another 2 hours” or call someone else. I told Her I will wait because I have to work and can’t make any other calls. So after waiting 5 hours I call Back and was told my location wasn’t even scheduled. When I asked For the supervisor I was transferred to the same nasty lady name Katt and she tells me the tow truck broke down AND got a flat so they couldn’t come to me. So it was lie after lie. I told Her she could have just simply said we can’t do the tow instead of being rude and inconsiderate with lies. She then says your right I shouldn’t have done that I feel Bad. Like really????? Beware and don’t trust them if you are having an emergency.
Got a flat in the middle of nowhere New York, about an hour from home. BMW wanted to tow me to the dealership closest to where I was, spend the weekend there, and then wait to get my car fixed on Monday.
Anthony at Empire State Towing not only got my car BACK to my local dealer, he dropped me off at home to save me the cab ride.
Our journey back together was full of great conversation, laughs, and stories. Honestly wish we could have hung out longer. What a great guy
Oh, did I mention he did all of this on EASTER WEEKEND?! this company saved me so much stress & headache. I am so thankful for them.
My sports car got to where it was supposed to go without any damage and professional I only questioned why the driver asked me what was wrong with my car when I asked him for towing service to my German garage I found that very strange
The experience at first was very disappointing because someone did not enter the job request into their system that my insurance company sent them. When I called to check if the tow truck will be on time I was told that they don't know about my case. I was told to contact my insurance company so that they would sent the job request again. After a while the insurance company contacted them and also my previous info was discovered on someone's desk but not in the computer. Fortunately the lady at the costumer service despite having other customers was able to assist me and she got the tow truck to me with a slight delay of 1 hour. It's good that i called them an hour early to ask if the tow truck is coming as scheduled.
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