Urgent.ly Roadside Assistance Opiniones 

As an Uber driver I need to be able to get moving. An emergency flat tire at 430am. I was told they couldn't help me til 9am. Uber supports this company? This is unacceptable.

the PEOPLE: Completely unacceptable: Insolent, juvenile, vindictive reps: they will talk over you, hang up on you, argue and lie. ("We'll call you back in 15 minutes"... no, they won't)
the PROCESS: completely unacceptable: 5 miles outside a large town with multiple available towing companies, yet "Urgently" ordered somebody from 90 minutes away, WHO NEVER SHOWED UP
The PROMISE: completely and utterly IGNORED. When the promised provider never arrived, I had to find one on my own: got 3 separate notifications from the company that NO provider could be found.
LITERALLY ABANDONED

Waited several hours overnight for the tow truck to arrive. Made several calls for follow up and no updates. Eventually the job was marked as completed by the towing company. I reported the issue to Urgently which said I would be refunded the towing fee of $85.00 (still not refunded) but would be on the hook for a cancelation fee (amount still not specified).

This is a complete scam company.

I ultimately had to call another company for rescue after sleeping in the car (on a public street) all night waiting in Florida heat until noon the next day.

The entire ordeal lasted nearly 15hours and I still had to double pay.

Don't allow them to link to your bank directly because you can't even dispute transfers.

Complete scam.

I like to refer to them as turkeys cuz if there's one thing I learned in my time on Earth if you want to fly with eagles you can't flock with turkeys!!!! Do yourself a favor do not involve yourself with any third party towing apps or towing dispatch companies!!!! Call the towing companies directly to establish this ask them if they own the tow truck if you can't reach a towing company directly call 911 they have a complete list of towing companies that are on call 24 hours a day and even will dispatch one for you at a lower price my experience with this company has been completely horrible and too many problems to even list them all

I wish I could give no stars. First, I can’t believe BMW contracts with this company. I will be filing a complaint with BMW corporate as soon as possible. I needed a late night tow. I was told I would get an update in 10 minutes. I called 30 minutes later and was told we are still trying to locate someone for you. I called after another 30 minutes and was told that we are still trying to locate someone for you. I called again as was told the same thing. I finally called and asked to speak with a supervisor. I spoke with Walter and asked 11 times to speak with a supervisor. Walter stated repeatedly I will transfer you to the person handling your claim. He transferred me to a rep name Nikki who was not a supervisor. Nikki put me on hold and later stated that a supervisor was not available. (Of course not) I requested a supervisor call back. Nothing. Meanwhile I continued to wait without any updates from the company. According to the company they were still trying to locate someone each time I called. Again, I am so shocked that BMW with its reputation has a such a horrible company as a partner. Their name urgently is laughable. Update. It’s 10:40 pm. After waiting for almost 2 hours they told me they can’t find anyone for to help so the best option is to schedule for morning or locate my own tow company. Note: my incident didn’t take place in inclement weather or a remote location. Luckily a friend showed up and used her triple AAA. A tow truck was there in 30 minutes. I wish I would have called them first. This company made me wait for 2 hours pretending to offer a service that they either knew they couldn’t provide or didn’t plan to provide. Lies!!!!!

Roadside assistance should provide peace of mind in stressful situations. Unfortunately, this experience was disorganized, poorly coordinated, and extremely frustrating.

The issue began when my 2024 Range Rover Sport had a completely dead battery. A Jaguar Land Rover service advisor advised that because the vehicle uses a lithium battery it should not be jump started and would need to be towed to a dealer. I initiated a roadside request around 9:00 AM.

What followed was an entire day of failed dispatches.

The first provider (Jacob Towing Services LLC) arrived around 11:00 AM with jump cables, despite the clear instruction that the vehicle could not be jump started. After discussing the situation with his supervisor, the driver left for another job and said he would return. Instead, I received a notification stating “Your service has been completed,” even though nothing had been done.

After contacting roadside assistance again, a second provider (JEM TOWING LLC) was dispatched with a 60-minute ETA. The wait stretched to over three hours. The driver called asking about the parking situation and I explained the vehicle could not be placed in neutral and would require rollers. When the driver arrived around 3:15 PM, she began preparing to attach chains to the vehicle. After I raised concerns about potential damage, she said she would request a smaller truck with rollers—then left.

Shortly after, I received another message stating the tow attempt was unsuccessful.

A third provider (Miguel’s Recovery LLC) was dispatched around 3:30 PM with a 45-minute ETA. By 6:00 PM, after multiple calls and no arrival (and the driver not answering his phone), I cancelled the request entirely.

I then contacted the roadside service included with my KornerStone extended warranty, and the difference was immediate. They dispatched a properly equipped provider who arrived with a clear plan and safely loaded the vehicle.

Overall, the Urgent.ly experience showed serious coordination issues: inaccurate service updates, excessive wait times, providers arriving without the correct equipment, and poor communication. After spending an entire day trying to arrange a tow, the service ultimately failed to deliver.

This shit is a scam I paid $90.00 to get a jump start my car and tow company never show up but they charge me $40.00 for nothing.

Your tow truck driver delivered my truck 2 streets over never called or text just dropped my truck in the middle of the road with my keys in it . I am an Uber driver I will be reporting this customer service to them it was very unprofessional and my truck could have been stolen or vandalized due to your driver's incompatible actions.

Terrible wait times. Awful follow-up and after an hour wait, forced to cancel the roadside service call. The staff’s response to issues is to ask you to wait until they have a solution. Terrible service. I can’t believe they run roadside assistance for Jaguar and Land Rover

Horrific company -- especially when you have a $180k car and expect a basic level of service and engaging with people who have a general understanding of English and providing accurate information. The people who answer the phones can only follow a script and can't connect yo to anyone else, and in my case, scheduled three separate tow trucks who couldn't get into my garage AFTER I had told them the height restrictions. The information that was passed along was completely inaccurate. Horrible experience for Urgently, as well as Land Rover for using them.

On October 30, 2024, my pregnant wife was driving our near-new Land Rover (barely 10K miles) when the car completely lost power on the freeway. The dash lit up with “electrical faults detected”, the steering locked up, and the brakes went weird. She had maybe five seconds to pull over.
She managed to get the car onto the shoulder, barely. The shoulder was narrow, and the car ended up dangerously close to the lane. Cars were flying by at 70 mph, missing her by feet. As the car coasted to a stop, she was nearly rear-ended multiple times. Once stopped, she got out, crossed the freeway, and walked almost a mile to safety. I sent her an Uber to bring her home.
At around 2:00 PM, I called Land Rover Roadside Assistance, which is handled by Urgently, to have the car towed. The first rep sounded like they’d never handled a call before. I had to keep prompting them for information: “Do you need the phone number? The drop-off location?” After nearly 20 minutes, the call ended.
An hour and a half later, nothing. No text, no update. I call back, and they tell me they have no record of my call. I ask to escalate, and a supervisor named Daniel suddenly “finds” the 20-minute call I had with them. So they had it all along, just somehow ignored it.
He takes all the info again and tells me a tow truck is coming. This is already two hours after the initial call.
Then the chaos starts.
I start getting texts with a tow company name and an ETA of 120 minutes. Two hours. Fine. Then another text, a different company, different ETA. I call back, they say they had to switch providers. Another hour, another text, another tow company. By now, it’s been nearly four hours since the breakdown and they’re still assigning trucks like they’re playing roulette.
Finally, a tow truck shows up and says the car isn’t there. Highway Patrol doesn’t have it either. I call Urgently again, and Daniel tells me he “doesn’t trust the driver” and thinks he’s lying. I ask Daniel to call the companies one by one to verify who actually has my car. He puts me on hold for 30 seconds, comes back saying, “I called them all; none of them have it.” Obviously lying.
Now we’re six hours into this mess. A new truck is assigned. Another hour later, that driver also says the car isn’t there.
By this point, it’s 11 PM, nine hours since the first call, and my wife’s car is missing. Urgently starts implying that I might have called my insurance instead and had it towed myself like I’m just making the whole thing up. I’m done. I decide to report the car stolen the next morning because clearly, no one knows where it is.
At 8 AM the next day, before calling the police, I call every towing company that had been assigned the night before. One of them finally says:
“Yeah, we’ve had your car since last night. We picked it up, tried to deliver it, but the dealer was closed, so it’s in storage.”
They had it the entire time. They even had detailed logs of communication with Urgently with exact times, names, and updates. They were updating Urgently throughout the process.
That means that while Urgently had the car in their possession, they were still sending new tow trucks, accusing me of lying, and telling me the car was “probably towed by someone else.”
When I called them back to tell them all this, their response was:
“Oh, we sent you updates saying the car was picked up.”
No apology. No acknowledgment of the sheer incompetence. Just a dismissive shrug.
This was my third time using Land Rover’s roadside assistance (Urgently), and every single time has been a disaster, but this one crossed the line. A pregnant woman stranded on the side of a freeway while your company loses track of a vehicle for 10 hours is not a “service delay.” It’s a failure of basic responsibility.
I’m not even asking for anything at this point. I just want this on record, publicly, so other people know what kind of operation this is.
A system that can lose a vehicle for 10 hours, gaslight the customer, and show zero empathy afterward has no business handling emergency roadside assistance.

Urgently trash company it’s a lying with customers you can’t trust urgently

Absolutely useless. After 5 phone calls, promises and no help for 24 hours i gave up and called CAA - took 2 minutes and help arrived a few hours later.

This is the worse company on the face of the earth and im wondering how they can sleep at night knowing they are just going to leave everyone stranded on the side of the road!!! I am an Uber driver and as part of being a diamond driver we get certain rewards one of them being free roadside assistance. Car broke down last Saturday night at 10:30p and tried to use the Uber driver app to get assistance to get a tow instead us drivers we we get to the part where you enter your vehicle information the app freezes up and you cant move on! I don't know if this was done intentionally but had to pay for own tow and they wont respond to calls or email!!!

Recieved service through BMV Roadside Asssitance for a jumpstart. Not only did the mechanic on scene did not know where the battery was but jumpstarted the incorrect battery, auxiliary instead of main battery, and resulted in burned cables and non functioning car. My vehicle has been in the dealership for 4 weeks now with very little follow up. Please do not hire BMW roadside assistance they will not help you follow up on claim and basically wash their hands in the matter justifying THEY handle all assistance through third party providers leaving you with the problem with the company THEY hired.

Terrible service, given it is the backbone for many auto brands, and in this case BMW, a luxury car brand. Tow truck took over 2 hours while my daughter was sitting I the car with me, they continued to dispatch trucks way out of my area because they were next on the rotation. I had to call back 3 times (disconnected on two) to finally get a truck close enough. I described my condition (car was stuck in gear and would not go into neutral) several times, and they sent a truck that was not equipped for this problem and it ended up damaging my suspension and vehicle since they had to drag it on/off the flatbed. When I filed a claim, there is NO ONE to contact, you just have to wait. I called a customer advocate who responded once, and never again after promising to help me. All in all, my car was in the shop almost a month while Urgently fought back and forth with the BMW service shop over what they were willing to pay for. The adjustor said in the first conversation that "I'm not paying for a steering rack" even without getting the mechanic's estimate or assessment. Lo and behold, my suspension and steering rack were impacted, but they ended up only paying for the tie rods saying "all of these shops bloat their estimates". Worst company ever and a stain on BMW's reputation.

Awful service. Three tow truck companies cancelled. Over 2 hour wait. Customer service rep couldn’t have care less.

Finally called a tow company and paid for it myself in under 15 mins.

Horrible! I’m convinced they’re a scam or they don’t know what they’re doing. The took $100 dollars from me after me waiting for 2 hours and nobody ever came, eventually I ended up begging for my money back. Idk why Uber uses them. They’re absolutely horrible. Do Not Use them.

I requested a towing service and they were supposed to arrive at 12:37 pm. I waited until 6, no one showed up, I canceled and requested a service from a different provider. They said they would be here by 7, bu t waited until 8 and nobody showed up. Definitely not reliable at all.

This was the first time I used this roadside assistance I have AAA, but this was offered through my Uber app and they were much faster and got me going much quicker. I was very happy with the service.