OnSite Towing & Recovery Inc — Local services in Los Angeles

Edit: The owner's response is childish, this occurred YESTERDAY. I was speaking with Nicole multiple times, but I just got dismissive responses each time, extending the time the non existent truck was coming. Why should I waste more of my time talking to a manager that will just argue just like the petty owner is here now, missing every point I make.

Instead of replying to negative reviews pretending to be innocent, why don't you guys DO YOUR JOB and communicate with your customers. I told Nicole the first time we spoke that this a secondary tow. Just admit you messed up, have bad customer service, and do better. My card was certainly charged and you are certainly hurt at my review, so it seems like it's you who takes reviews "so far." The lack of professionalism...

I arranged a tow truck in the morning to pick up my destroyed car from an impound lot to my home with my insurance. Onsite was the chosen third party to perform this service. I ALSO paid the service fee up front! I had already paid for my car to be released and I spent hours waiting for the non-existent driver to arrive. First, I was told 30 minutes. Fine, I went to go get food with my ride in the meantime. 40 minutes goes by and we arrive back at the lot and surprise surprise, my car wasn't picked up yet.

I call again and this time Nicole answers. My ride had to go to work at this point, but we both trusted that onsite would arrive any minute now. I give Nicole extensive information, including the fact that this a secondary tow (impound lot to my home) and in a very dismissive tone, she says 30 minutes again. AND I quote, she also says "maybe less." I asked for a driver's name and contact info and she refused to give it to me (likely because I never had a driver in the first place).

Another 30 minutes go by and the impound lot is about to close and I don't want to be stuck paying storage fees after the car's been released so I just told them to just take the car out now and there I was sitting in a busted car (that had a FULL BUMPER wedged inside!) in the middle of the street. I call again and Nicole once again picks up and she says the driver is on his way in 20 minutes and refuses to elaborate any further.

At this point I've had it. I had no more water, my phone was less than 10%, and I was stranded by myself away from home! Immediately after that last call, I tell my dad to call them and Nicole immediately told him that our insurance canceled the tow (another lie). Which is insane because two minutes ago she told me another 20 minutes. It's crazy I only found out about the cancellation because my dad called! She never had any intention of calling me to AT LEAST let me know so I can figure something else out. It's honestly such an awful thing to do to someone in a desperate situation.

I called my insurance and asked why they canceled, to which they tell me they have no reason to cancel it, since I already paid. Onsite canceled themselves due to my car being in an accident. In the meantime, my dad calls our trusty mechanic and he sends a guy in 24 minutes without any bs. The driver even called me himself to give me his info! My dad then calls onsite again to call them out on their negligence and lies. Nicole picks up and to no one's surprise, she keeps lying. In her continued lying and blaming it on her supervisor, she actually admits that she just said whatever number to shut me up and that the service was never going to be done due to it being a secondary tow. Nicole is so lazy that she lies to customers that are in desperate situations and feigns ignorance when I told her myself in the first call that this is a secondary tow.

And Nicole, learn how to be a better person. What you did to me is unacceptable and evil. I was in a head on collision and I am suffering various injuries. I should've been resting way earlier but I was forced to be in a stressful situation where I was stranded.

Stop lying to people and just tell them upfront that no one is coming so we don't have to wait around when I could've called someone else...

My experience with this company was the absolute WORST. In my opinion this company has terrible customer service and unprofessional tow truck drivers. This company called me @6:00am to tell me they were assigned to pick up my vehicle by the insurance companydue to an accident , and would arrive to pick it up@7:00am to tow our vehicle to the bodyshop. I reminded her that the car was 'non-drivable' and that we need a flatbed towtruck, as the rear axle appeared bent from a rear-end collision (according to my mechanic). She confirmed they would send a flatbed truck. After a couple "we're delayed" text messages at 8:30 AM the tow truck driver finally showed up, took my keys, got in the car, started up the engine and promptly drove the car up onto the flatbed truck(??). The driver then got out of the car and proceeded to bring me a clipboard, and asked me to sign a "waiver" releasing their company from any liability or damages he may cause. I replied that I was not going to sign any waivers; I was not informed by the insurance company OR the tow company that I would need to sign a "waiver" releasing them from liability, especially after he had JUST driven a 'non-drivable' car with a bent rear axle. My mechanic later indicated that the driver was just being lazy by not using a winch, as it is much easier to just drive the car up the ramp. The towtruck driver clearly didn't care about damaging the vehicle further. Again, I spoke with the same phone representative that I spoke with earlier and while initially she told me I had to sign the waiver, she called me back later and said I did not have to sign it. I asked her if she would share that information with the driver and I handed him my phone. After he got off the phone he then told me I still needed to sign the waiver. I replied OK give it to me and I'll sign it with a note underneath my signature claiming that I signed it under opposition/duress. I then asked the phone representative to speak with a supervisor, and after several attempts of this she hung up on me. The towtruck driver driver got his truck and even though I agreed to sign the waiver with notations under my signature, he refused and said he was leaving. I then contacted the insurance company and asked her if I was required to sign any waivers for the towtruck company, and she said "no." She contacted her vendor via a 3-way call, and the vendor indicated that they knew of no waivers that needed to be signed by customers in order to have vehicles towed. Adding, that the towtruck drivers are "never, ever supposed to go against the customers and refuse service." I do NOT recommend...

i called a different location but Onsite Towing is what my receipt says. just wanted to share my experience with whoever came out. not sure if these services are provided buy this company in conjumction with Khamica Car Service (which is the place i originally called) i received the worst service ever. called to have my flat tire changed. after answering 3 phone calls with them inquiring about if i had the tools to replace tire (crowbar and jack) the arrive 40+ mins later. the guy strated to lift the car before loosening up the lug nuts. i told him they were on tight.. he had his tools (a drill and sockets) he proceeded to use the tool and took the lug nut off but got it stuck in his socket. he banged on the floor for 20+ minutes trying to un jam it. he proceeded to try to use other tools to loosen lug nuts and eventually put the jammed one back on my car and was able to unjam it from his machine. he attempted to loosen the remainder of the lug nuts and stripped them. because he could not switch tire, i asked him if we could tow it. They charged me for the service of changing the tire and towing and refused to pay for the damaged lug nuts. poor customer service when i called they tried to tell me the guy took a picture of the car before he began to take lug nuts off which...