To th OP what happened was bad, tow companies in my opinion are all the same just like taxi drivers. A better call comes in and they take it.
I have never seen much value in these types of plans, had coach net free with and rVision, the one tire issue I had they were useless. Had triple A with a car but can't comment never needed them.
For the comments about what company would put up with complaints to this volume and not take action. Sorry the number of complaints you see on the Internet, although you think it is high, it is not. Seriously there is not a product out there you will not find a forum somewhere that runs it down. If the complaints one re represent 1% of the companies volume of customers I would be shocked.