AXA Road Assistance Delayed the Tow Truck and This Left Me Stranded

On August 27, 2024, at 18:49, my car broke down on the İzmir-Altınyol road, heading towards Karşıyaka. I called Axa Road Assistance and requested a tow truck. The first person I spoke to informed me that the tow truck would arrive within a maximum of 90 minutes and that the towing company would contact me. Despite telling them that I was stranded in a bad and busy location, no one called or showed up within the 90-minute timeframe. During this period, I called Axa Road Assistance three times, but I was repeatedly told that I needed to wait and that it could take up to 90 minutes for the tow truck to arrive. After the 90 minutes had passed, with no sign of anyone contacting me, I called Axa again. As a result of this call, the towing company finally got in touch with me. However, the person who called was rather rude, stating that they never promised a 90-minute response time and that I should take up my complaints with whoever made that promise. The person then informed me that they would pass my request on to the tow truck driver, who would contact me. But, again, no one called. When traffic police arrived, I called the number that had contacted me and told them that the police wanted to know when my car would be towed because, as I had initially stated, my car was in a dangerous location, and it needed to be towed urgently. This time, the person on the phone, rather mysteriously, informed me that the tow truck was on its way and would arrive shortly. The towing company first contacted me at 21:02, saying they would arrive in 20 minutes. However, because of the dangerous location, the police asked me to push the car, and I had to wait by moving the car forward until the tow truck arrived. Finally, at 21:28, my car was towed. Even before the towing process was completed, Axa sent me a survey at 21:01 asking how satisfied I was with the towing service. If only your other operations were as quick as your surveys.