I used to work the phones for a RS department. I was routinely abused by customers who have no idea how the service works. Sometimes you are in an area where there are no contracted providers for 100 miles. That's not the company's fault. Sometimes the only tow company in the area is bubba who wants cash only or flat out won't answer his phone.
The best option when there is no resolution, ask to speak with a supervisor. Sometimes they can pull strings normal employees can't. Especially if you've been a long time loyal customer. Ask to look for a tow company in the area you are wanting to be towed to. It's just as far of a tow as a local tower who has to go back anyway (deadhead miles). Sometimes tow companys don't want to deal with RA companies so they don't pickup. Try calling the tow providers directly and explain the situation and let them know GS will be paying their portion. Then have Gs call the tow company directly to finish the process. Sometimes you can hang up and call back in and get a more knowledgable rep. Call back the next day and try again if you are not in an emergency situation.
