We had an experience with GSRA where they were unable to find an available contractor to tow us on New Years. Ultimately, they told us to find a tow and send them the invoice for reimbursement. It all came out OK. We were just glad to be back on the road after the local repair shop towed us and fixed our vehicle within 3-4 hours time.
My experience is that, if you remain calm and reasonable, they will work with you. If you become irate or abusive because of frustration or fear, they quite naturally become less cooperative.
