We got into an accident and our insurance called for a tow company to tow our truck a half mile home. We got a text from Geico stating who was coming, and when they would be there by. They stated this company (Qwik Pik) was to get there within an hour (eta 9pm). We wait almost the hour and 8:59pm rolls around and we get a call from the tow company to ask what kind of damage we have. I told them the damage and they said they wanted to make sure they sent a vehicle that could tow a front end damaged truck, and that they would have someone out within 45 minutes. This was all information the Geico would've given them regarding the task. I asked if they had someone on the way already, they said no and that they had to confirm what kind of damage we had before sending a truck out for us. I told them that Geico said they'd be here within an hour, not that they'd have a company call 59 minutes later to see if they had the proper truck to get us. They said there was a "lot of traffic" and that they would get there asap. She said if we didn't want to wait longer to just leave the keys with our truck and they'd take care of the tow later. I told her no. We would not be leaving our truck with the keys there for them. I told them that we'd just limp the truck home then and they said "okay, I'll let Geico know you're cancelling" and the hung up. We limped the truck home and get another text from Geico at 9:15pm regarding the tow and stating that the tow should have arrived by now and to call if it hasn't. Apparently this company didn't call Geico like they specifically said they would. I called them myself to explain the issue regarding the cancelation and to make sure Geico didn't get billed for a tow that didn't happen and they said they never got any call from them (surprise).
Completely unacceptable communication from this company. They should not accept a dispatch and promise a tow within an hour, only to call after the hour is literally a minute from being up to see what they need to send. It would be one thing if they called sooner, but to wait until 8:59pm to call about the tow that was supposed to happen before 9pm is bull. We will be having the truck towed to the collision center later this week and requested Geico not send anyone from this company.