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.