Independent contractors are just that, independent. I had trouble with my car and called Good Sam. I had to walk two miles to find a place with cell service. They dispatched a tow truck, gave me an estimated time and I returned to my vehicle. Two hours later I walked back to cell service and called to find out what had happened. The excuse was the provider got tied up on another call and would be late. I asked for the name of the provider so I could file a complaint. I called AAA for service and was given a time for the provider to arrive. I asked the name of the provider - it was the same provider. I called a friend who brought a chain and towed me four miles back home.
It is not GS. It is the providers that are the problem. The person answering your call for help can only do so much to find a provider.
