Pros 
Cons Supercity Towing Ltd: Navigating the Auckland Roadside Assistance Maze
Supercity Towing Ltd, operating out of Eden Terrace, Auckland, boasts 24/7 availability, a crucial element for any towing service in a bustling city like Auckland. Their phone number, +64 9 377 7776, is constantly buzzing, handling everything from AA-dispatched tows to calls from insurance partners. With wide-ranging accessibility features – wheelchair-accessible car park and entrance – they’ve made an effort to cater to a diverse clientele. Payment options are somewhat limited, accepting debit cards but not credit cards. Their business functions primarily as a provider for larger insurance companies; a significant portion of their workload stems from assisting call center operators dealing with accident or breakdown claims. However, the consistently moderate rating of 2.90 paints a picture of a service that delivers mixed experiences, ranging from exceptional care to, unfortunately, deeply troubling interactions.
Shining Stars & Unexpected Delays: Customer Stories of Contrast
The reviews for Supercity Towing Ltd are a testament to the unpredictable nature of service industries. While some customers sing their praises, others express serious concerns. Here's a breakdown of the contrasting narratives frequently found:
- Exceptional Driver Kindness & Professionalism: Several reviews highlight individual drivers who went above and beyond. One reviewer, a call center employee experiencing a roadside breakdown after a long flight from Australia, was particularly impressed by a Filipino driver who displayed extraordinary courtesy, patience, and helpfulness, even assisting with luggage and positioning the vehicle strategically upon drop-off. Similar stories relate to drivers’ concern for customer wellbeing and willingness to go the extra mile.
- Colin's Herculean Effort: A truly remarkable account involves Colin, who spent a gruelling hour successfully towing out a truck stuck for four months in a challenging garage situation – a feat described as demonstrating “patience, perseverance, determination skills and technique.”
- The Wait Time Issue: A recurring concern is the delay in dispatching a tow truck. One review acknowledged a 30+ minute wait time, a frustration common in emergency roadside assistance scenarios. This contrasts sharply with other reviewers who praised prompt arrival.
- A Pleasant Pound Experience: A reviewer noted the unexpected positivity of their experience at the tow pound itself, praising the front desk staff for their professionalism and amicability, even under stressful circumstances.
These diverse accounts underscore the inconsistency in service quality, heavily reliant on individual driver performance and administrative efficiency.
The Dark Side: Complaints of Disrespect and Questionable Practices
Unfortunately, a significant cluster of reviews reveals a disturbing trend of unprofessional behavior and potentially unethical practices with Supercity Towing Ltd. These accounts demand serious attention:
- Financial Exploitation of Vulnerable Customers: A particularly egregious complaint alleges being charged $385 to “just have a look” at a stolen vehicle recovered by the company, despite the police report indicating the car was stolen. The reviewer further claimed staff were aware of the vehicle’s stolen status and proceeded to tow it, seemingly prioritizing profit over customer wellbeing.
- Rude and Dismissive Staff: Multiple reviews consistently mention rude and uncaring staff members, creating a hostile and frustrating experience for customers already dealing with stressful situations.
- Racial Discrimination and Verbal Abuse: The most alarming accusations involve allegations of racial discrimination, yelling, and disrespectful language directed at customers. One reviewer described being subjected to "the most unprofessional, arrogant, and outright rude person (named Kerrie)" and alleged blatant racism, with concerns escalating to the point of feeling emotionally assaulted. This included an unwelcome presence of what the reviewer felt to be a "bodyguard" sent to them which only exacerbated their discomfort and fear.
- Illegal Towing Claims: At least one reviewer stated their car was towed illegally, further compounding the issues of poor service and potential legal breaches. A legal agency consultation and advice to submit a formal complaint to consumer right protection was suggested within the review.
These serious allegations warrant thorough investigation and corrective action. The repeated mention of unprofessional staff and alleged discriminatory practices raises profound ethical and legal concerns.
A Network Partner's Perspective: Inside View & Ongoing Improvements
The insights of a call center employee who regularly partners with Supercity Towing Ltd provide a unique perspective. Initially, the employee’s personal experience of receiving assistance from a particularly helpful driver reinforced her positive view of Supercity’s service. She commended their prompt response and the professionalism displayed. However, the reviews highlight an emerging area of concern for the company. Further oversight from the network partner resulted in, according to one review; “they were not aware that I work for one of their network partners.” It indicates a potential discrepancy between how Supercity Towing Ltd treats its partners versus regular customers.
Furthermore, the company's willingness to forgo storage fees for a customer facing difficult circumstances – related to prison time and WINZ delays – demonstrates a commitment to understanding and addressing individual situations with compassion and flexibility. The story of Tania's consistent communication and the driver’s expert handling of the vehicle delivery showcases the potential for exceptional service within the company. Acknowledging the need for improvement and prioritizing ongoing training regarding customer service protocols and diversity awareness would be a positive step towards aligning Supercity Towing Ltd’s practices with its stated values.