Complaint Review: Allstate Motor Club

I had purchased Emergency Roadside from Allstate Motor club for myself and my son, and, on 10/25/14 was the first use of the service by my son.  His vehicle was disabled in Oakland, CA and contacted Allstate for emergency towing services at 8 pm. 

At 10 pm, my son was still waiting for the tow service, he contacted me and wanted me to advise him regarding the type of towing coverage that Allstate provides.  I gave him the coverage limits from the information from the Allstate Motor Club web site, which was a maximum of $100.  Towing my son’s car from Oakland to Pacifica is about 20 miles and would normally cost $150 - $200. 

At 12 midnight the towing service had still not arrived and my son had spoken to the Customer Service representatives twice requesting the reasons for the delay and the options available to get his car towed. 

At 2 am, on 10/26, my son again contacted me and advised that the Emergency towing service had still not arrived and there had been some issues where the towing services was inadvertently cancelled by the Allstate customer representatives. 

I then contacted the Allstate Motor Club customer service representative to inquiry as to the delay with providing services.  The Allstate representatives and supervisor that I spoke to were in an India call center.  I inquired why was there a delay in getting towing service and they proceeded to explain that they were trying to find a service.  

However, because the customer service representatives were in India, it was difficult for them to determine the towing services that were actually in the area.   When the Allstate customer representatives finally found a towing service at 3 am on 10/26, the towing service charged an additional $364.00 to provide the service. 

Finally at 5 am on 10/26, the towing service arrived and towed my son’s car to my home in Pacifica and charged my son an additional $364.00 in spite of having the Allstate Motor Club coverage.