I had a very disappointing experience with this tow company. We were given an estimated time of arrival and were repeatedly told the driver was “nearby” and would arrive in 5 minutes—but those 5 minutes turned into over 3 hours of waiting.
During that time, we were continually misled about the actual location and arrival time of the truck. To make matters worse, the company refused to answer calls from our insurance provider, which only caused further delays and frustration.
Delays can happen, but dishonesty and lack of communication are unacceptable—especially when customers are stranded and relying on accurate information. I would not recommend this company based on our experience.
For some reason, this was the tow company our insurance decided to use. After a 3 hour wait, they never showed up and stopped answering our calls, including calls from our insurance. New Yoek Central Mutual removed them from their list of tow companies. Luckily the car we needed towed, was in our driveway. Imagine if we were stranded somewhere and then completely abandoned? Terrible.
They will tow your car a minute before midnight on purpose and then charge you an entire extra day it’s so horrible they ruin peoples lives I had to pay for 2 days even though I was there 10 hours later. They do not care.
Said they would be here in 50 mins. 3 hours later not here. State Farm called them they would be here in 20 mins. I called them 2x’s 2nd time they wouldn’t answer the phone from me or State Farm. Glad my car broke down in my driveway way. Another tow company is on their way.
Their team went above and beyond to get my daughters car on the road so she could get to her very important appointments tomorrow...... Even deciding to work overtime to make it happen.. She had a flat tire and one particular lug nut wouldn't budge. They had to torch it. Crazy I thought... But it worked. They saved the rim and was able to replace the tire. Believe me a lot of muscle was used and we are so grateful!
Ace’s Towing was completely dishonest and unhelpful. They misrepresented their pricing, adding hidden fees that weren’t disclosed upfront. When questioned, they were dismissive and refused to provide a clear explanation. Their practices seem borderline unlawful, taking advantage of customers in stressful situations. I wouldn’t trust them or recommend their services to anyone.
I called for a jump, roadside assistance told me they would be there between 4 - 4:20pm, about an hour wait. Next thing I get a text that the estimated time was 6:15- 6:45pm. Thankfully my battery died @ a friends house & not somewhere that I would have had to wait outside 3 hours in 20° weather @ night. I called them to see if they were on schedule & was told they were on the way. I told the person the time frame i was originally tol, he was very apologetic. My car was jumped in seconds, the driver was very pleasant. My issue is, if you are contracted with roadside assistance you need to have enough personnel to handle the calls within a reasonable time frame, especially in the winter. 1 hour - 1 1/2 hours is reasonable.
I attempted to use this tow company through State Farm roadside side , I waited 2 hours and received no phone call. Horrible service in my opinion. You are working for an insurance company to help people broken down on the side of the road, and you can’t even call to verify you received their tow order. Very unprofessional and will never use this company in the future. Had be waiting 2 hours and didn’t come on the time that was given by them.
Just used this company to get a friends vehicle from Newburgh back down to central Westchester, and they were amazing. Showed up on the dot right when they said they would, and the operators were some of the most personable and friendly tow operators I’ve met. They made the process super simple and easy, and helped alleviate the stress of the situation, not to mention that they were super high spirited at 2:00 in the morning. We will definitely be working with this company again if the need arises.
I had an unfortunate chain of events last night that led to me having to call a tow truck for my first time as I used to be a tow operator. Long story short none of my friends in towing were around so I had to go through ford, they use agero and they paid me with Aces Custom Automotive and these guys were amazing made me feel way better and made me feel comfortable with my car being on the bed. I am a car person my car is literally my wallpaper and lock screen and had it's own Instagram account so I'm very particular about my car but these guys made me feel safe that they had my car. Tylor and Zack absolutely amazing guys would love to work with them some day cannot recommend these guys enough, amazing work thank you for everything!!!
Prompt, courteous, and professional! Kept us informed from arrival to vehicle drop off. A-plus service! Even sent photos to us for confirmation of delivery to designated shop. Highly recommend if your in need of vehicle towing services in the Hudson Valley Area N.Y. Thank you for your service @ Aces Custom Automotive and Towing!
1 star is way too much for this place. If I had an option, I would have rated it as 0.1 out of 5.0. It has been close to 4 hours waiting for the tow truck to come and pick my car up. Once in the beginning, we reached them on the phone, and a person said they would be there in 30 minutes, which turned out to be close to 4 hours! In between the waiting, I tried calling several times, with the phone call going to voicemail, as if my phone call was rejected. Absolutely unprofessional! My insurance company tried reaching out a couple of times to them, and of course, they picked up on them, and both times lied about their arrival time. WILL NEVER USE THEIR SERVICES! NEVER EVER! AVOID THEM AT ALL COSTS!!!!!
THE ONLY GOOD THING going for this business, was their driver. Absolutely amazing! He did a wonderful job and delivered the car to the destination very quick. Very nice, pleasant guy and easy to talk to. He made our painfully long experience somewhat less upsetting. We thank him for that.
Was quoted one hour for tow. Turned into 5 hours. Dispatch kept telling me driver was otw and an eta of 30 minutes. Each time I called was told driver was near. Company should be honest and quote real time expectations. I could have made alternate arrangements, not been stranded in a parking lot for the day. Company would have still gotten the job. Dispatch needs to work on honesty and treat customers and their time with respect.
Donavan towed my disabled vehicle from New Paltz to Kingston. I couldn’t stay with my vehicle and he managed it incredibly well even though I wasn’t there. He texted me multiple times and even sent a photo of the vehicle delivered safe and sound. I wish I could give him six stars.
Called for a tow & Donavan got to me ASAP, He was the most helpful, respectful, efficient person that ever towed my vehicle, quick & easy. Definitely would recommend. He definitely took care of my vehicle.10000 Stars
Thank you to Donavan from Aces Custom Automotive! When my tire came off the rim and I couldn’t make it home, we requested a tow truck. Donavan arrived very quickly and was very professional and polite. He even sent me a picture that showed my car safely parked!! Thank you!!
I have to give this firm a mixed rating. When my roadside service sent them the tow operator was great, 5 stars. When my car was ready for pickup and I had to pay out of pocket I was very disappointed and cancelled their service, 0 stars. They promised 1 ish. I called at 2 and was told in a few minutes since the driver decided to do something else first. After that no one answered the phone so my wife and I decided to cancel. Bad scenario.
I was connected with Aces via Onstar. They communicated with me right away and kept me updated on the technician's (Donovan) locations and estimated arrival. Upon arrival and despite the lateness of the hour, Donovan was friendly and courteous which made me feel comfortable as a female waiting alone at night. He knew right away what the issue was with my car and was able to get it running within minutes. Lastly, I really appreciate Aces coming to my rescue (literally) as another tow company was sent 1st by Onstar, and they cancelled my order without informing me. It wasn't until I called to follow up that I was informed that they cancelled. So they had no qualms in leaving me stranded. So thanks again Aces and Donovan for excellent service.
Aces Automotive was tapped as my roadside assistance for an issue I had with trailering my boat. One of my trailer wheel bearings had an issue on the NYS Thruway. Nick was the person who assisted in getting my boat and trailer to a nearby repair facility. I cannot say enough words of praise and thanks for his simply outstanding customer service, empathy and just being a great person. I wholeheartedly endorse this company for your towing needs if an issue ever arises. Thank you again Nick for all of your assistance!!
Had a problem with my camper van not starting this week. Aces sent a tech out quickly who came, diagnosed the problem and safely towed away the vehicle to the dealership for a warranty repair. Donavan the tech gave us that good ol' fashioned service with a smile during that stressful time and my van is back on the road now. He's a total class act!
Used this business to tow my motorcycle this past Memorial Day after receiving a flat tire on the interstate. 10/10 service, super quick and a competent tow truck driver, Donavan. Donavan was very friendly and efficient with loading up my vehicle and ensuring it got back to the dealership safely. Would definitely be happy dealing with again in future.
My fleet vehicle needed a tow and the ETA was about 90 minutes, Donovan arrived much sooner and was very helpful and communicated with me often throughout the process. Definitely appreciated his professionalism and knowledge of the area. Would recommend their services.
Needed road side assistance as my truck tire on the inside went flat. Donavan came out within an hour. Picked my truck up took both tires off. I had a spare on the rim already. He put back on and away he went. Super nice guy and did a great job. Will recommend and call for future jobs.
Got connected with this company through my insurance. They came in half the estimated time. Donovan was super nice and patient! I couldn’t find my key for the longest, and he never rushed me. Was even able to tow my car without the key. Thank you so much again!
Got connected with them through insurance company. The most pleasant young man, Donovan,was there in thirty minutes, hooked up the car, and sent us pictures of the car when he arrived at the garage. This was at 8 pm and it was raining and I would imagine he probably would've been at home, but he was so nice! Definitely recommend!
Got connected with them by our insurance company for towing. Was told about hour and 1/2 which was not a problem for us. Car was in driveway. After three hours we called back. Said driver was 5 minutes away. Cool. After another 35 minutes called back. Driver couldn’t find address and called us. Which was a lie!! Driver gave up and went back to shop. I believe they never even attempted to tow us. Apparently this seems to be a common problem with this company. No shows on towing and leaving customers stranded.
We were connected with them through our insurance company. They arrived with a new, flatbed tow truck in under an hour and promptly delivered our car to a local mechanic for repair. The driver was polite, professional and efficient. Would definitely use them again if needed.
Jun 21, 2022
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