I don't think their claim of lack of tow truck drivers is totally wrong. As the tow truck driver told you, good Sam wouldn't accept his quote. So there may be a lack of tow truck drivers willing to accept the quote.
As far as concierge services...did you have a way of getting your family to a hotel? If so, why did it take the service to locate a place for you? That's all they will do. They aren't going to pay for it. You have to remember that the person on the other end of the phone do not know what the area looks like that you are broke down in. They don't know positively that you have two small kids with you. People lie and exaggerate he truth a lot. People get excited and make mountains out of mole hills. I'm not saying you did. But people do. If you have two small kids and Have concerns like you do, then the best thing to do is to take that refund and multiply it by about 10 times. Set it to he side in an account and rely only on yourself. You had a phone to call them. Get online and look up a tow truck or mechanic in the are you are at. Or call information on your phone to locate one. We
F reliance is the best thing there is.