Portillo’s Towing & Heavy duty recovery truck repair in
Henrico (VA)

A no show after two hours. No call, no text to let us know status. This is after we got an alert after over an hour that it would be 21-51 more minutes. 90 minutes later still nothing. We are right next to Lakeside so we aren’t far away. I understand being late but there is no excuse for not communicating. Don’t deal with this company.

To sum it up. Terrible Communication. My insurance company sourced this company on my behalf. I got the alert the tow operator would be here in 45 minutes. When I was down to 10 minutes I walked out to greet the driver. After 30 minutes past the projected arrival time. I called and was told they don’t do pickups on military installations. No one called to relay this information to me. They said they called my insurance company to let them know. THAT WAS A LIE! The insurance company was still show this company active and had not cancelled the job. The insurance company called the tow company to confirm cancellation. No answer. My thing is, if you were here and then realized you don’t come on bases. Call me and give me the option to drive it off base to meet you. Terrible.

Charge me 700 for a tow 15 miles ok wasn’t mad about that it is what it is but to drop my drive shaft to tow me and then I had to chase the tow truck driver who first tried to just pull off then tried to charge me another 150 to put drive shaft back avoid these people at all cost

They picked up my car quickly and communicated well at first. The next day, they told my insurance company they didn’t have my car. I couldn’t reach anyone by phone—the voicemail was full. Now my repair is delayed, probably because of an administrative mistake. I hope they find my car soon.

We had an RV that had a tire blow out that led to running & brake lights wire being cut. Portillos got to us within an hour of calling at 10:15pm, and got the RV to the dealership for us. Price was great, the driver was so helpful. If you find yourself needing heavier duty hauling, don't hesitate to call them!

I requested a tow service from them around 11am spoke a gentleman to verify the eta of tow, when I was told 1hr and 30mins. 2hrs passed, when I tired reaching out to get an update, the man said hold please then proceed to hang up the call. Then he cancel the service. Very unprofessional when someone is I need.

I had the pleasure of receiving towing service from Noah, and I can’t say enough about how positive the experience was. He was incredibly courteous, respectful, and compassionate throughout the entire process. In what was otherwise a stressful situation, his professionalism and kindness truly stood out. It’s rare to come across someone who not only does their job well but also treats people with such genuine care. Thank you, Noah — your service made a difficult day a whole lot easier!

I had a roadside request through my vehicle insurance. The service is Portillo's Towing was provided by the driver, Noah, and he did an incredible job for pick up and drop off. Plus, he was very professional and friendly. Thanks Noah!

This is the worst service I have experienced in a long time. The person I spoke with on the phone was extremely rude and short. I had a tow set up through my insurance provider which I waited two hours for and they never showed up. They then told me after I called that it was canceled through my provider. I spoke with my insurance provider and they stated it was not, and tried calling them 4 times and were sent directly to voicemail. I then called and they answered right away stating the same thing, that my provider had canceled. After that for the remainder of the times I tried to contact them they sent me to voicemail as well. Extremely unprofessional would NOT recommend.

Poor service. Waited 2 hrs for a tow. Called to see status and they informed me the insurance company canceled my tow. I called the insurance company and they stated they did not and proceeded to call this company to confirm they did not cancel. This tow company refused to take the insurance companies call. And stopped taking my calls as well. My insurance company informed me the tow company was placing blame on them bc they did not want to do the job. RUN FROM THIS UNRELIABLE, UNPROFESSIONAL BUSINESS.

I was matched with Portillo's, through my auto insurance provider, to recover my vehicle that had a flat tire. I waited only 15 minutes before the truck arrived. The driver, Tazz, was professional and friendly, and got my vehicle to its destination as expected. It's no fun dealing with a flat, but Portillo's exceeded my expectations... especially with how quickly they arrived on-site.

My car just got towed in north chesterfield, by a dude that came super early. I mean early, than the time expected. Respectful super hot nice guy with beautiful eyes towed my car to an auto shop. I’m getting tires and too bad I won’t see that man again :( LOL :) I used yo hate towing companies till TODAY! man that boy look so good. THANK YOU TO THE TEAM FOR SENDING THAT MAN TO MY MOMMA HOUSE. I’m going to day dream about it lol ahahahahaha

I had a flat tire and GM (Gustavo) definitely took care of me. My insurance gave me an estimated wait time of an hour but I only waited for 20-25 minutes max. I also left something in the car and he was able to turn around and get it back to me. 10/10 customer service!

This company is terrible. Avoid at all costs. they are rude and unprofessional. I was covered by my insurance company's roadside assistance and they charged me an additional fee for something that is supposed to be covered. They cursed and threatened to leave me stranded. Never use this company. If you get roadside assistance and your insurance company uses Portillo, call your company and tell them to use someone else.

What a joke of a company. Called for a blown tire at 3: 30 and told 30 to 45 mins . Over and hour and no show .no call and no response from either number then finally a call after 5pm now saying they are15 mins away. After paying in full ahead of time. My husband has now sat on the side of 288 for 2 hours. Based on the reviews I see we arebright on trend. I guarantee no discount will be offered for terrible service and communication. Web will see and I might change the review. And not share this all over social media.

DO NOT get your car towed with them ! I got my car towed at 12:30 to be took to the dealership . I called the dealership at 2:30 and was informed that my car was not there! I called the towing company and whoever picked up the phone said the man who towed my car had a flat tire on the highway. I was never informed of that , no call no text or nothing! A flat tire repair does not take 2 hours. The real question is where was my car for them 2 hours ? The man on the phone was not professional at all. If it was up to me they would be put out of business today.

This company should not be allowed on the road. Last night, one of their tow truck drivers almost killed me and my boyfriend. He swerved into our lane on the highway without signaling, without checking, and nearly crushed us into the median. My boyfriend had to swerve onto the shoulder at high speed to avoid what could have been a fatal collision. What’s worse is that when we tried to catch up to get the license plate, the driver sped off going at least 30 mph over the speed limit, recklessly weaving through traffic like he had no regard for anyone's safety. It was impossible to catch up without putting ourselves and others at even more risk. After the incident, I looked up this company and saw that we’re not the only ones. Multiple other reviews mention their drivers speeding, swerving, and driving carelessly. This isn’t an isolated event—it’s a pattern. In a review I saw that you replied that all your drivers have good driving records, but I find that really hard to believe. Si esta compañía no toma medidas, es solo cuestión de tiempo antes de que alguien resulte gravemente herido.

Edwin literally gave me the best service I could’ve asked for on this day that my car needed to towing. Not only was he great at his job as far as getting to me his communication was incredible on top of that. He was a funny guy if I could leave 100 stars I would.

My tow trucker driver kadir came to hook up my vehicle he was very nice and professional. Allowed me ride to my drop off destination. During the ride he provided me with information in regards getting additional coverage on my vehicle and giving me recommendations on what could be the problem with my vehicle. I wanted to thank him for the information and guidance. He did a good job

I am writing to formally express my dissatisfaction with the service I received from Portillo's on Tuesday 25 February in Richmond, VA. I was referred to your company through my insurance provider, State Farm, after my vehicle required towing. However, my experience was completely unacceptable due to both an excessive wait time and unprofessional behavior from your staff. When I initially called for service, I was quoted an estimated wait time of 120-150 minutes. However, I ended up waiting four hours despite making multiple follow-up calls to your dispatch center, where I received only vague and unhelpful responses. This delay directly caused me to lose $150 in lost wages, as I was unable to report to work. When the driver finally arrived, I asked about the long delay, as my phone battery was nearly dead from waiting so long. Instead of offering an explanation or any apology for the extreme delay, he dismissively responded, "Do you have a charger in your car?" This response was not only unhelpful but also completely inappropriate, as it ignored the fact that the issue was *your company’s failure to provide timely service.* This level of service is unprofessional and falls far short of reasonable expectations. I expect towing companies to provide clear communication, accurate time estimates, and a professional attitude when dealing with customers—especially those stranded and relying on them for assistance. Sincerely, Chris Ann Matteo

They hit and totaled my parked car. Refused to give insurance until I got the police involved. Then lied to insurance saying no accident ever happened.

Absolutely thrilled with the service I received from Portillo's Towing! ⭐⭐⭐⭐⭐ My technician, Antonio, was a true professional. He arrived promptly and handled a challenging situation with my truck stuck in a busy parking lot with ease. Antonio's expertise and calm demeanor made all the difference. Not only did he get my vehicle out safely, but he also kept me informed throughout the process, which really put my mind at ease. I highly recommend Portillo's Towing for their exceptional service and outstanding communication. Thank you, Antonio!

i usually am not one to post reviews, but one of the employees here just towed my car and was incredibly unhelpful and rude when he caused damage. when my car arrived at my home, my skid plate, which covers extremely important parts of your vehicle to prevent damage, was quite literally ripped in half. one half was stuck to his truck, and the other still stuck underneath my car. when this issue occurred, he said that he’s been doing this for years and it’s never happened before, therefore it must be that it was already hanging down when he picked it up. i’m certainly not new to dealing with people messing up your car when you leave it under their care, so i made sure to take pictures and a video of it before i left it alone for them to pickup. when i informed him that i have the evidence to prove it was not already hanging down, he began to raise his voice and try to cut off my sentences to limit my explanation. he didn’t even tell me how to resolve the issue aside from saying that if i buy a new plate that i can call him back and he’ll give me a number to a mechanic to put it on for me. nothing about reimbursement or other methods towards remediating the issue. clearly the conversation was at an unproductive point, so i ended the call and contacted his company instead. from there someone graciously informed me that i can call my insurance company and file a claim with them, as they are the ones who handle the transactions to begin with. had the tow guy said that, we both could’ve saved a lot of time and frustration. additionally, i know for a fact that the skid plate was intact and not hanging upon him picking it up because, aside from the video, all 7 screws were still completely inside of their respective holes. i’m not including the driver’s name because i don’t want to jeopardize anything for him, but i made this post so that people can be aware of things that can very well happen to you, too.

I got myself into a jam the other night. I called the right crew they were fast in arriving. Assessed the situation and got to work right away with no more issues. Portillos is the real deal Holy field company you want when you need them.

Hire them if you want to cause a wreck on the way to recover one? But they have giant spikes on their wheels and flashing lights on their big boy trucks! This truck nearly caused a couple pile ups on 95 during rush hour. Despite having plenty of time to maneuver during stop and go traffic, he left the far left lane abruptly in front of a semi which blocked him from oncoming vehicles in the far right -- several cars had had a clear exit and had to brake suddenly when he just shot into their lane without looking. But big boy truck rules! Then I got to admire his driving across town, as he wove between lanes despite buses and other vehicles' right of way, honking. I guess if your insurance or road-side sends them, shop around for a better provider. Looking at other reviews, unless you already drive a beater, or are looking to start, keep looking.

My car would not start due to a bad starter.. So progressive sent me these guys to tow my truck to my dealership to find out why it wouldn’t start. I went to the dealership the next day to check on my car and my car had thousands of dollars worth of body damage done to it, flat right tire, bent rim and a broken and scratched tail light. It is extremely unprofessional for the company not to reach out to me say that their employee made a mistake. But I’ve received nothing, and had to file a claim myself.

This company was sent to pick up a F150 for an Insurance company. Instead they picked up one of my employees work trucks and towed it from King William and towed it to Sheehy Ford in Ashland before realizing it was the wrong truck. Returned truck to the wrong parking spot, never let the employee know it happened. We found out by checking the GPS on the truck and contacting Sheehy to see their video cameras. The entire was caught on camera. The person we spoke to at the towing company didn't think it was a big deal. Who runs a business like this??????????