Universe Towing Inc

I just returned to Universe this past Saturday to pick up the contents of the car that was totaled in an accident on ⁴⁄₁₇. Joey was at the desk again and was just as polite and helpful as the day of the accident. I want to compliment him on his great customer service skills and thank him again for taking care of my stuff. He and the other people I met in the office are doing a great job.

I got into a pretty big accident on I95 while passing through the Bronx. My car was totaled, but the team at Universe handled my car (including all of my possessions inside) with care. Joey and his team were great with communication, which is definitely what I needed after my accident. I didn’t have any repairs at their facility, but the towing process was fast and seamless. Thanks guys!

On Friday, April 22, 2016, around 2pm, my motorcycle died on I95, Cross Bronx Expressway. I called my insurance company, which called Universe to come get me, and gave me their number.
After about 15 minutes, I realized I might have made a mistake on the location. I had asked three different passing drivers who had come to a stop in the heavy traffic, who all gave me the same inaccurate info. Apparently, many locals confuse this spur of I95 with I295, since the route number changes without any turns.
The person at Universe who answered the phone was terse, rude, kept interrupting me, wouldn’t listen, and hung up on me. I tried to talk to the guy to figure it out, but he would not listen and kept interrupting me. He said he knew exactly where I was, and that «We have you on camera» which turned out to be a blatant lie, then hung up on me.
When no truck came after an hour, I called again. This time I had asked more drivers, and had gotten some signal on my phone so I could use the nav system, and had precise info. Got the same guy. He got all excited and yelled at me, then said, I will take care of it and call you back. He never called back. I waited a half hour and called again. He said he had called a different tow service that’s in the right area, and got off the phone as fast as possible without telling me the name of the service or their number.
Another long wait, and no tow truck, so I called Universe again. Same guy answered, now really irritated, but gives me the number of the other tow service and hangs up on me (again).
So I call the other number, which turned out to be Autorama, also in the Bronx. A very pleasant and helpful gentleman named Angel told me yes, he got the call from Universe, but the guy who called was so unclear and hung up so fast, that he (Angel) couldn’t get the exact location. So finally, working with Angel, they came and got me. All told, I was sitting on the shoulder of I95 Cross Bronx Expressway for almost 5 hours.
While I did make a mistake at the beginning, I tried to rectify it early on, but the extremely rude, impatient dispatcher at Universe simply would not take the time to listen, insisted he already knew where I was, and told me he «had me on camera» just so he could get rid of me.
When people call a tow service, they are often in trouble, nervous, and need help. This idiot is in the wrong job. However much he is getting paid, it’s too much.

Yesterday I my car was stuck in ice. A competitor was called at 2:45pm and we were quoted a 90 minute wait. After calling the competitor several times and being assured that a truck was on their way, I called Universe at 6pm. They arrived 30 minutes later, only 3 minutes after the competitor had finally shown up. Despite not using their services, I still would recommend Universe for their good communication, quick response and being true to their word. And yes, I wrote a review for the other company but it was not as generous as this one.