Broad & James Towing — Local services in Columbus

I am very dissatisfied with the service I received both times but especially during the second visit in lessthan a week!

During my first visit, I clearly mentioned that the battery was not the primary issue, yet I was told that the only problem identified was the battery. Despite explaining that the battery was strong and only drained because the engine wouldn’t start after multiple attempts, you insisted otherwise. Unsurprisingly, just four days later, the car wouldn't start again and had to be towed.

This time, I specifically asked your customer service representative to check the fuel pump. I was then informed that the issue was, in fact, the fuel pump, and the replacement would cost $629. I asked for some time to decide. A few days later, I called to ask how much it would cost to have the car towed home or to a different shop and was told it would be $170 total for diagnosis and towing.

Given that quote and checking the pump price, I agreed to go ahead and replace the pump. I was then told the repair would take six days until the following Tuesday. I expressed that this was too long and said I’d consider taking the car elsewhere. Only then was I told it might be done by Friday. When I asked for a time, I was told it depends on when the part arrives and that no promises could be made.

At that point, I said if there’s no guarantee, it could just as well go into the next week again, so I preferred to tow the car home. Then I was told again that Friday might be possible. I asked, “So I’ll be able to drive it out of your garage by Friday?” and was told yes—unless another issue is found that prevents the car from starting.

I was very confused because I thought the car had already been diagnosed and the issue identified. I was then told that sometimes "unexpected issues happen," just like the first time when the battery was misdiagnosed. That’s when I began to feel that something was off and unprofessional, so I decided to stop everything, pay, and tow the car out.

However, when I came to pay, I was charged an additional $99 plus tax, bringing my total to $292. I questioned this, as I was clearly told earlier that my total for diagnosis and towing would be $170. I was told that the tow fee hadn’t been added in previously. This felt like a punishment for deciding not to continue service with you. It left me feeling taken advantage of, ripped off, and frustrated—especially after spending nearly $700 total and still walking away with an unfixed car.

Overall, this has been an extremely disappointing, expensive and frustrating experience. I expected better professionalism, clear communication, and accountability, and I feel like none of that was delivered. I hope this feedback is taken seriously to improve your customer service and...

I had a very wonderful experience up until my final phone call. I had to get my car towed from my apartment to Walmart due to a flat, the receptionist that I spoke to initially was very sweet, the driver who towed my car was amazing and very understanding. I had spoke to Walmart the day before to make sure they had my tire, but there was confusion about dropping off the keys. Walmart requires the owner to check the car in, it cannot be the tow driver. I wasn't able to be there with the car until ~4:30, and I told the driver and receptionist that, and the plan was to just leave the keys with them until I could make it to Walmart, but Walmart wouldn't even take the keys. Around 3, the driver called me to tell me that, so he offered to drop it off somewhere else that would check the car in without me, or stay at Walmart. I was able to reach a friend to take me to Walmart and take me earlier than 4:30, and I told him I will try to make it there in about 30 minutes, and I apologized for all the trouble.

Everything was great up until this point.

On my way to Walmart, I get another call, about 5 minutes away from Walmart. It was a man who I had not spoken to and wanted to know the situation. However, with each question he asked, I would begin to answer, and he would cut me off. I tried to explain there was confusion about dropping it off, and we thought we could just leave the keys at Walmart. He said that I had been keeping the driver waiting, that I told him I would be there in 30 minutes, an hour ago (this call was at 3:32, the call when I told the driver 30 minutes was at 3:02), that he's not making any money, and that other people need help that are stranded. Ultimately, he made it seem like it was my fault that Walmart was being difficult. He then asked why they couldn't just leave the car there and keep the keys in the car. I told him that it is fine if they did that, I never said they couldn't. The driver offered to wait at Walmart, no one ever suggested leaving the keys in the car. So, we settled on that and the call ended.

I wish I had remembered the names of everyone I spoke to. The first two workers were an absolute pleasure speaking with them, and they were very kind and generous. My only issue is the last man who spoke with me, seemingly out of nowhere, and made everything seem like it was my fault. I'm sure that wasn't his intention, but that is how it came across. It was enough to move a previously 5-star rating to a 2-star.

I wish I could thank the driver one last time before leaving, wish I could tip him for his troubles, but I wasn't able to catch him nor do I...

Fantastic service! I have been very fortunate to never need towing service. My son and I both work in Columbus but live in Circleville, he was on his way home from work last Saturday 6/29/24 at 9 pm approximately 25 min still from home and his engine just shut off on US 23. He called me slightly panicked in turn I started to panic not wanting him on the side of the highway. I googled towing service and I believe I called 4 companies in order that google showed and number 5 was our lucky number. The time quote was approximately 30 min witch was 2.5 hours sooner than the rest due to com fest going on and they got there in 20 minutes! I believe the young man who came to our rescues name was Mitchell (apologies if the spelling is incorrect) he was an absolute delight! I was too embarrassed to get out of my car which we were waiting in before he got there since I left in a panic with my pajamas on and miss matched flip flops 🤦🏻‍♀️ but my windows were down and could hear him just carrying on conversation with my son as he loaded up his car. I believe my son was more at ease and just made the crappy situation that much less painful. He made it to us hooked up and dropped off at the dealership all in about 1hour total. It didn't break the bank, and we now have a reputable towing service saved in our phones should we ever need their services again and of course recommend to anyone else in need. Thank you so much Broad and James towing and of course Mitchell for being there and...