There are so many different companies offering roadside assistance that it can be hard to decide which one to use. They all seem to offer basically the same things but it’s the quality of service that makes the difference. When you call on this service, it’s because you’re in an emergency situation and you need help immediately, not hours later.

While it does take time for someone to come out and take care of your problem or tow you to safety, it shouldn’t take hours. However, depending on which company you choose, it might. Here’s a story from a young woman who was traveling with her toddler to visit family.

I was visiting my family with my two-year-old when along the way my engine light came on. At first, I thought it wasn’t anything to worry about and that I could still make the drive. After all, it was only a two-hour drive and I was already half way there. Then, I noticed smoke coming out from under the hood. That’s when I realized the car was overheating. Knowing a little about cars, I opened the hood to see what caused it to overheat and discovered a busted water hose. The only thing to do was call for help.

She assured me someone would be there shortly to tow my car to the nearest garage. After waiting an hour, with no one showing up, I called the service back to ask what was taking so long. I got a different person and she didn’t have any record of my previous call. In other words, help was not on the way and I was furious! How could they be so incompetent?

After the initial shock, I had to start all over again explaining the situation and going through the same things I had went through an hour early to try and get someone to get us off the side of the road. I had to ask if she was making note of our conversation because I didn’t want the same thing to happen again and she assured me that if I had spoken to one of their representatives that it would have been on file. What did she mean, IF? Of course, I spoke to someone but at this point, I just wanted help!

About 45 minutes later, a rude tow truck driver showed up and towed us 20 minutes down the road to the nearest garage, where thankfully there was a polite and qualified mechanic who fixed the water hose and got us back on the road. I learned my lesson. I immediately canceled my plan and took out a policy with a company that specialized in roadside assistance and I’ve never encountered such bad service since.