Pros 
Cons The Good, The Bad, and the Seriously Questionable: A Look at NZ Roadside Assistance
NZ Roadside Assistance, based in Albany, Auckland, operates a 24/7 towing service across New Zealand, accessible via +64 508 697 623. With an average rating of 3.80 stars, the company’s performance appears deeply inconsistent, producing a wide range of customer feedback from exceptional service to outright fraudulent behaviour. They accept debit card payments but currently do not accept credit cards. It’s a service worth looking into when considering roadside assistance as part of a policy with companies like VTNZ, but proceeding with caution is strongly advised.
Tales of Promptness and Competence: When Things Go Right
Despite the concerning reports, some customers have experienced genuinely positive interactions with NZ Roadside Assistance. These instances highlight the potential for effective service when things are running smoothly:
- Rapid Response in Manukau: One customer praised the speedy arrival of a technician (within 30 minutes) in Manukau, along with a positive attitude and efficient on-site repair of a dead battery, equipped with a new battery and necessary tools. This showcases the potential for well-equipped and knowledgeable technicians.
- Birthday Tyre Rescue in Thames: Another reviewer experiencing a flat tyre on their birthday reported “efficient service… completed in a very short time frame,” highlighting the benefit of reliable roadside support in unexpected situations. A key factor credited here was the complimentary roadside assistance provided with a new vehicle purchase.
- Quick Tow After an Accident: In a stressful situation following an accident involving a barrier, the company received praise for being "there in a matter of minutes" and promptly towing the vehicle to a nearby garage. This illustrated efficient emergency response.
These positive reviews suggest that when NZ Roadside Assistance handles situations efficiently, they can provide a valuable service. The variable nature of the experience, however, is a serious concern.
Red Flags and Recurring Complaints: A Pattern Emerges
The negative reviews paint a concerning picture, revealing a pattern of problematic behaviour and questionable business practices. Frequent complaints include:
- Misdirection and Unfulfilled Promises: Numerous users recounted instances where the assistance arrived at the wrong location, or despite repeated requests not to show up (when the problem resolved itself), the team proceeded anyway. One customer specifically described being falsely informed that the issue was due to their "inexperience."
- Exorbitant Pricing & Unjustified Charges: A recurring theme is being charged extremely high amounts for basic services. A $240 charge for a Wellington jump start was dramatically highlighted, and a customer was quoted significantly higher prices for after-hours service compared to mid-day rates. Another individual discovered they could obtain the same service for considerably less by contacting a provider directly.
- No-Show Situations and Poor Communication: Several customers reported being abandoned after contacting NZ Roadside Assistance, with technicians failing to arrive or even communicate updates. One customer described being offered assistance at their own expense after the company failed to show up.
- Dishonest Reporting & Blocking Complaints: A particularly troubling accusation involved false reporting to rental car companies to shift blame, and subsequent blocking of a customer on Facebook for voicing complaints.
- Rudeness and Lack of Customer Service: Several customers specifically cited both NZ Roadside Assistance and VTNZ (who offer their service) as being rude and unhelpful, adding to the overall negative experience.
Table: Summary of Common Negative Complaints
| Complaint Category | Frequency | Example Issue |
|---|---|---|
| Misdirection/No-Show | High | Technicians arriving at the wrong location, failing to arrive at all. |
| Excessive Pricing | High | Unreasonably high charges like $240 for a jump start or inflated after-hours rates. |
| Dishonesty/Blame-Shifting | Moderate | False reports to rental car companies, shifting blame to customers. |
| Poor Communication | Moderate | Lack of updates, difficultly reaching technicians/operators. |
| Rude Staff | Moderate | Unhelpful and impolite customer service interactions |
Before You Rely on NZ Roadside Assistance: What to Consider
Before opting for NZ Roadside Assistance, particularly as part of a bundled policy, here are some key points to consider:
- Research Alternatives: The overwhelming consensus of dissatisfied customers highlights the importance of exploring other towing and roadside assistance providers.
- Verify Coverage Details: Carefully review the terms and conditions of any policy including NZ Roadside Assistance, paying close attention to pricing, limitations, and customer service protocols.
- Be Prepared to Communicate Directly: If you encounter issues, attempt to contact the company directly rather than relying solely on insurance provider channels.
- Document Everything: Keep records of all communications (dates, times, names of representatives) and any charges incurred to facilitate dispute resolution if necessary.
- Consider the Risk: The prevalence of negative feedback suggests a significant risk of encountering poor service or unethical practices. Weigh this risk against the perceived cost savings of the policy.
- Location Matters: While the company operates across New Zealand, experiences clearly vary geographically. Some regions, such as Thames, have yielded comparatively positive feedback while others have consistently negative reports.