Friday 28th of July 2017 06:21:51 PM
We now have AAA Roadside Assistance thanks to NJM! Working with NJM's Roadside Assistance (which is included in our insurance coverage) was a horrible experience! My vehicle broke down and had to be towed. My husband and I both tried calling, but kept getting an automated system. I finally just stopped resisting and went through the whole request process through automation. Shortly after, we received a text stating that it would be a 90 minute ETA for the tow truck which was understandable since it was 11:00 p.m. at night. I ended up canceling the tow request and got an Uber home since it was so late.On the way back to my vehicle the next morning, I called NJM Roadside Assistance again for a new tow request. I spoke to a live person and asked her if it was normal for it to be automated after a certain time. She said no, and that she would have to speak to her supervisor about that. I gave her all of my information and was told I would receive a text with the tow truck information and ETA.After 30 minutes, I still had not received a text so I called back. They said the request was put on hold, but they didn't know why. So, I had to give them all of the information again with no explanation as to what happened with our first request. I then received a text with a 90 min ETA. When we had approximately 15 minutes left to wait, we received a call stating that the tow truck backed out due to a multi-vehicle accident. They stated they would send me a new text with a new tow truck company and ETA.We received the text with a 60 minute ETA; however, the price for this tow increased by $30. The tow truck finally arrived, and we followed him to our garage. When we went to sign the paperwork, the tow truck driver advised that NJM did not include the tolls cost in our final price. He was nice enough to let it go, but he also mentioned that the other tow company is known for backing out and NJM is aware of it. So, in the end, we wasted an entire day waiting because NJM dropped the ball several times throughout this entire process. While we waited for the tow, we signed up with AAA who we always had previously, but cancelled when we got NJM. Now we know better so thanks NJM for letting us know that your roadside assistance leaves much to be desired!!!