Brett picked up my daughter’s car in more than a reasonable amount of time this morning. When he arrived at my home to drop off the car, I wasn’t home yet and he graciously agreed to wait for me to get there. He was very patient, helpful, and super friendly. I greatly appreciate that in a stressful situation.
BAD SERVICE - NOTHING BUT EXCUSES - Driver tried to call but oh we had the wrong phone number for you! Oh we’re short staffed today! Oh, our driver just had a call out of town in the South of state we’re going to need to add another hour at least to your already 3 hour late arrival time! I call BS! ALWAYS GET TOW COMPANY NAME FROM INSURANCE COMPANY AND CALL THEM IMMEDIATELY YOURSELF!
I was told 30 minutes, but I waited 4 hours and was repeatedly lied to.
My insurance company contacted this towing service at 6:30 PM. I called the towing office at 7:00 PM for an ETA and was told 7:30 PM. By 8:00 PM, with no sign of the tow, I called again and was told ‘20 more minutes.’ At 8:30 PM, after my insurance company checked in with them, they promised another 20 minutes. At 9:00 PM, the story changed again—now they were handling an accident and needed an additional 30 minutes.
At this point, it had been 2.5 hours since the original 30-minute estimate, and their office is just 9 miles from my car. They kept pushing the time in 20–30 minute increments, ultimately reaching 10:30 PM—four hours after the initial call.
While I understand that accidents are out of their control, honesty is crucial. A simple ‘We’re overwhelmed; I can be there by 10:30 PM’ would have allowed me to make an informed decision instead of waiting helplessly in the dark, literally.
Fortunately, my husband was able to pick me up, but I worry about others—an elderly person or a teenager—stranded on the roadside at night without accurate updates. This is not acceptable.
I have roadside service. On 02/18 I slid into a ditch on a side street in Nashville TN. There was inclement weather this day and I initiated a call for assistance at approximately 4:00 am. I knew that it would take a while for a tow truck to arrive and help me so I stayed with the vehicle as there was no other option. I received a text at around 8:23 am stating that a tow truck was going to be at my location in about an hour. I was really surprised because I wasn’t expecting one until about 12:00 pm because I knew there were going to be multiple calls for service. Right before the truck arrived I received a text with a location coordinate tracking the arrival of the truck. True to their word a truck from Pantusa tow arrived and the driver by the name of Brett met with me and was very helpful, friendly, and professional. It took about thirty minutes to extract my vehicle out of the ditch and I was on my way home in no time. Thank you so much Pantusa towing and your driver Brett for your expedient service and concern for my safety. If I ever need a tow I know who to call!!!
What this company has put me through since 6:23pm on 1/20/25 is not only unprofessional, unacceptable, intolerable and so much more.... If I could give them negative stars, I sure would! I was told 90 minutes from the time mentioned above , they never showed. Then I was given a song and dance all night about why they still have not shown up. FINALLY at 2:24am I was told that it had finally been picked up, dropped and pictures submitted to my RA company showing the keys in the drop box. So I call where it was going this morning after they opened, nope it's not there. So where is my vehicle, call RA back, they call this company who submitted false pictures and took my van back to their lot, claiming they had no where to drop it. BULL! Now they want more money to take it where it was supposed to go. Everyone has gone round and round with them this morning... the last call I made I was told 40 minutes, I waited an hour and a half and called RA back for an update because no one has called me still. They call them back and they STILL have not taken my vehicle yet and are saying it will be another 60 minutes. I told RA that was unacceptable and a supervisor needed to contact them over this again. I'm now waiting on a call back with an update on WTH is going on with my vehicle. This vehicle is my only means of transportation, the longer it takes to get to the dealership, the longer I go without a vehicle. They have been unprofessional almost from the very start with myself and my RA company. This story/review is still unfolding at this time.... I'll just put the end of the story on here instead, they FINALLY AFTER 20 HOURS of having my vehicle dropped it where it was supposed to go, and they claimed they dropped it the previous night(so instead of dropping it at 8:00pm on 1/20/25, they dropped it at 3:46pm on 1:21/25). And to top it off, for them ' stealing' my car they charged my RA company more money to deliver it where it should have gone the night before, my company paid for it just to get it away from them.
It's like they have a well oiled SCAM going on within the company. And because people just want their vehicles back and to not have to deal with it, they pay it just to get rid of them!
Called by our insurance company sat on the side of I40 for over hour and a half. They never called or touched base with us then canceled the call. Know we must wait on another tow company. If there were negative stars I would send them
My car battery died and Pantusa Towing came to my home within the time they promised. The car was jump started quickly and I was able to buy a battery in no time. I would definitely use the company again.
We would give these folks a zero if possible. They did $3500 of damage to our car trying to tow it by not securing it well; the car fell of their tether and rolled into a neighbor's tree damaging the car and the tree. We even advised the operator not to use their tether, rather to use the recommended manufactutrer's tow ring we had available in our car. Their employee was injured in the debacle as a rusult of this as well.
Then, to make matters worse, they charged us $110 for the tow AND after doing all of the paperwork for their corporate for us to get reimbursed for the damage THEY did... we still had to pay for repairs out of our own pocket.
One year later they are still in subrigation with our insurance company who clearly agreed that the accident was PANTUSA's obligation to repair. The company refused to return many calls and emails. They are unprofessional and unreliable. DO NOT CALL THEM or ACCEPT THEM as an insurance tow!!!
Broke down on I- 40 about 1.5 hours east of Nashville. Bryson got to me in about 2 hours and was professional and detail-oriented. He treated my truck like his own. He did all of this with minimal sleep- he shared he had just flown back into Nashville at 1am that morning. If you break down and Bryson shows up, you’re in exceptional hands.
We have been experiencing significant delays regarding a claim for our work truck's front bumper, which has now been outstanding for nine months. Despite our efforts to reach out through multiple emails and phone messages, we have yet to receive any updates or compensation.
I got rear-ended on I40 W in 8am Nashville traffic. It took the tow truck less than 1 hour after my insurance company called them to get to me. When I went to pick up my belongings from the tow yard, David was so helpful. The whole situation has been so stressful but these guys really helped to make things a little easier.
worst tow company i have ever dealt with, waited 4 hrs to be towed, never did show up when i called them they told me 30 more mins. never came had to leave my car with keys in it, still hoping they will bring it some time tonight, wouldnt have called them myself but ins. called them, next time i need a tow will call my own towing co. ins company will just have to reinbuse me. would not recommend this company to anybody!!
My insurance company dispatched them to me when I popped a tire on the way from Tennessee to Ohio. I was told between 90 minutes to 2 hours. I am not in the safest location and those two hours were scary. They came and went and still no tow truck. I called them and they said we might have cancelled that, call your insurance. I asked why they would have cancelled and he just repeated call your insurance. So I did and they said it does not show cancelled and they should be there any minute but she would call and check. She came back on the line and said they had cancelled it but didn’t do something right so insurance company never knew. Now I have to sit here waiting for a different company as the traffic scarily whips by my car. If they had cancelled properly I wouldn’t still be sitting here. So if you are reading this while waiting for them you may want to call and see if they are even coming.
1) the driver was great, this review is of the company, not their drivers. The driver is the only reason that I'm giving them 2 stars. 5 star driver, 0 star company. 2)I was connected with pantusa via Verizon roadside assistance. I ordered roadside around 10:30, and was quoted an arrival time between 11:15-12pm. Okay no worries. 12pm comes and goes, I call around 12:20pm, the customer service rep stated they should be there in 40-50 minutes. 1 o'clock rolls around, I call back because the app still shows that they still are not en route. Service rep states 50 minutes to one hour. 20-30 minutes later I contacted roadside assistance in an attempt to get another provider, and they stated that pantusa would be there in 50 minutes (so 1:50pm). At that point I just gave up, I had someone pick us up off the side of the road earlier, and I had already paid for the service. The driver finally arrived around 3pm. He was apologetic and kind, and very professional and communicative. I assume that he had no control over the delay as they are a bigger company and he was following dispatches.
If you are in a hurry or don't have a ride and stuck on the side of the road, this is not the company I would rely on. MAYBE it was because we went through roadside and they don't prioritize roadside requests, I don't know, but if that's the case it's very poor business practice.
I want to give you NO stars for not delivering my car where it was supposed to be delivered and then lied about it ,when I called looking for my car I got hung up on and spoke to very rudely ,I ask to speak to the supervisor and you then tell me you were the supervisor and then hung up on me . After 5 days trying to locate my car you rudely tell me it's still in your possession on your lot and never was delivered to the collision company after you lied and told state farm ,myself and the collision company that you did. I wouldn't recommend you to haul my trash away and state farm need to never hire you or do any business with you again
On September 4th,2024 I was stranded on White Bridge road in Nashville TN. I called a tow service that I will not bother naming, because I don't want to give them free publicity, and paid in advance online. I waited over three hours and when I would call for an update I would get lied to. They never showed up and refused to return my money. I called Pantusa and my call kept getting dropped for some unknown reason. So the dispatcher had the driver, John McCauley, call me instead. He was very professional and understood my predicament. He a said he was 22 minutes away, he got there in 19 minutes. He towed my vehicle to my requested location and patiently listened to my complaint about the other "tow business". He was extremely helpful in my situation and I HIGHLY RECOMMEND that if you need towing that you call PANTUSA TOWING AND RECOVERY first. They are the ones that saved the day for me and will always be my first choice in the future. I can not say enough good things about Pantusa towing and recovery. Top shelf all the way.
Nashville Pantusa is the worst tow company I have ever experienced. Terrible communication. Our Progressive Insurance tried using them twice to come get our car and we waited 6 hours the first day before they canceled us with no phone call or communication to let us know, after checking in multiple times with their main hotline through out the day and were being told it would still be coming. We also kept being told different times at one point it was 30 min at anther point is was an 120and it kept changing every time I called. The only way we found out they weren’t coming was when Progressive called us saying we canceled the tow which we did not do and this happened again for a second time the following day when we rescheduled. Thankfully it happened in morning so we could go with another tow company. The tow company also lied and blamed us the second time for canceling and blamed Progressive the first time for canceling the tow. This place clearly isn’t being managed right. I’ve never had a towing service just flat out not call me, whether it’s been through insurance or my own booking as well as waiting literally a whole day for a tow. Thank goodness we were not in a more serious situation.
Was quoted 60-90 min for a tow from 14th Ave. After 2 hours of waiting I called the store directly and no one picked up the phone (went to voicemail). Got a notification later from my insurance company that Pantusa cancelled the ticket. Unbelievable.
Pantusa left me stranded. I contacted my insurance provider, and my tow was assigned to this company. We waited close to three hours. I contacted them for an update. I received no phone calls from them concerning ETA or that the driver was having trouble finding the location, even though at one point the driver was about half a mile from me. The driver canceled, and I am still looking for someone to tow me to safety.
Dispatcher is rude. Enterprise assigned a tow and they told me a 545am tow. I called Pantusa at 555am and the dispatcher said " well they should have called me we don't start until 6am" I said that I have already been waiting an hour and she rudely again said well, it will be an hour. I asked if there was any way to get someone here sooner? Without missing a beat she daid its going to be one hour. Itold her she didn't need to be rude about it and apparently canceled the job with Enterprise. Karma is coming
I wound up waiting a total of 8 hours. I called at 3pm and finally cancelled at 9:30pm. I called every hour to get updates and they kept telling me either 45 or an hour and a half. I asked for the driver to call me and never received a call from them. It would’ve been fine if they told me how long I had to wait but instead my entire day was spent waiting and calling only to get lied to
5/23/24 My insurance sent you guys to tow my car. I broke down in White House Tn on my way to ohio, the driver Jim (I'm sorry if I don't have the name right). He went above and beyond for my daughter and I. I can not thank you enough for making my stressful situation a pleasant experience. I will definitely use you again if ever needed.
they confirmed “we took your job” on my insurance app and sent a similar text at 859a and sent an eta of 1030-11a, which then turned into 1130,a which turned into 1215p claiming the driver was offloading and we were next, then that estimated time turned into 1245p, again still offloading, next promised time was 130p earliest… and they finally showed up at 245p. the driver john was super nice and helpful after he got there but when we finally got the car to the shop 15 miles away at 345 they promptly diagnosed the problem but weren't able to do repairs within the remaining tine before closing. as a result wound up forced to stay overnight as we were 3.5 hours from home.
Super friendly but not very experienced or timely. I had a flat tire and this company was dispatched to assist via roadside service through my car insurance company. The technician arrived hours later and reported that he could not assist with changing the flat due to a missing wheel lock key. After the technician left, it became clear (after reading the manual) that my vehicle does not have wheel locks and could have been changed without any special tools or equipment. The piece needed to remove the lug nut covers (whatever they're called) was in the tire repair tool kit with the spare. Total waste of time.
Stephen Clark was absolutely phenomenal doing the work this evening. He had plenty of opportunities to leave the job due to others not coming out , but he continued to remain vigilant and persistent until the work was done. If anyone is in any type of distress, he is your go- to- guyl because he will make sure that he represents the company and himself with the utmost professionalism and respect of your vehicle. The company is lucky to have him.
Steven Clark was AMAZING! He was patient and willing to help me out even when others left me to fend for myself. He went the extra mile to faithfully fulfill his job. I can’t say enough about his work ethic and friendly welcoming demeanor. One more thing, he was there quickly!!! My first call will be to him if I need these services. Highly recommend!
Stephen Clark with pantusa came out when my Tire fell off. He was able to fix the tire and get the vehicle towed…the whole lower control arm broke..Mr Clark did an OUTSTANDING job, and the customer service was top notch! I would definitely recommend!
Called out Pantusa Towing Co. to come to Walmart, because Walmart was unable to get the tire off. Steven Clark got the tire off in 30 seconds flat! Got me back on the road super fast!
Steven Clark helped me get my car to the auto shop and he was very knowledgeable, helpful and quick with his service. Would definitely recommend him!! Thank you Steven for your help.
Lashundra was OUTSTANDING! Friendly/Courteous and a pleasure to talk to. Made the experience soooo much less stressful because of her personality. We were her 3rd ever tow and you’d never know it. That shows us that Pantusa Towing thoroughly trains their people prior to them being out there in their own. Awesome job and will definitely recommend their services to others. A+
May 28, 2023
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