• Submitted: Sat Feb 04, 2017
  • Updated: Sat Feb 04, 2017

  • Reported By: admin -
Liberty Mutual

United States
Horrible experience with Liberty Mutual Road Side assistance

Hi, on Jan 2nd @ 10pm, my mercury mountaineer alternator gave up while I was on Verrazano bridge

. I was going to JFK airport to pick my family, who came and was waiting for me. 

After Highway cops pushed my car at 92 st exit and Dahlgren pL,

I called Liberty mutual at 10.35 pm. That’s when my irony started.

Person on line asked me

Are you at safe location

What’s color of your car

Whats make model of your car

Will you be with car when service arrives

And asked me to wait, till he connects to towing service near by.

After on hold for 10 min ,he advised that service on way.


After waiting till 11.40pm, I called liberty ,and after going over all questions again as listed above, they said that they had put ‘hold’ on my request with no reasons.

Being surprised, I asked to send promptly but this time, lady said that waiting time is 4 hours so I will be called once they have someone ready to tow my car.

I even said that my cellphone battery is dying so I do need prompt resolve and help.

So I was advised that customer service will call me once they have someone.

At 1.45 am, I called as no one called me, Again I was asked same 10 questions which irritated me as I was freezing and stuck on road and on other hand, my family(wife and 2 kids) were at jfk airport waiting for me .I was told that there is no record of my calls and so again, 3rd time I have to go over all questions as listed above and when I said “I am freezing in cold and need service asap”. Lady said “ Sir, do you want to report service call or no”. So I gave all answer like what color car, etc. etc. even when she knew that my cell battery is dying. All these questions were asked to me, each time I called .

After going over all questions, she made me wait for 20 min and then said that service coming in 40 min..

So I switched off my phone and when started after 30 min, and seeing no one came till 2.45 am, I called towing company number that automated service gave me. Automated service kept saying that service should have arrived . As no one came, so I used automated service connect call to towing service, and this time towing service lady said that they need $148 to pull and tow me to nearby location and if I prefer to go to NEWJERSEY, then it will be $249 something

I confirmed thinking money might help them to pick me first.

So she said someone coming soon..

But no one came till 3.45am and finally when I asked my wife to call customer service, she was told that I was pushed behind line as I wanted long distance towing so I have to wait till 5 am.I asked towing if I can leave truck and go to home via cab but towing service said, I need to be with truck, even If I freeze in non-working car, I have to be in car when towing come.

Issue is, knowing Towing might come when I am not in car, so I was stuck, I can’t go anywhere for PEE, can’t go to eat, get some heat and Liberty mutual and there towing done enough to ensure that I either freeze in cold or get sick.



In this time, I called 911, but they said, since I am not on highway so they can’t help and suggested to call my towing company which to me, they were dead as they were just to mechanized and asking repeat questions every time instead of giving me help.. I asked 911 if can leave my truck and pick it tomorrow and even on that , I was advised that I Can’t leave my car or else I will get ticket so finally after losing all hopes, knowing I have 1% battery, I searched local towing near me and after trying 7 companies, One company one stop picked up and said will take $300 to drop me to nj and I confirmed yes. After 10 min, one person came. I saw me freezing and cold, so without losing time, he picked me, took me to his location nearby, and gave me coffee, blanket and bagel, and took care of me and my car.


My issue is, due to non-responsive attitude of liberty mutual and there service provider, I got sick, could not report to my job . All this when I could have called and took cab, if they had told me, that they have no one to help so please get it done yourself

I need proper compensation of my time, energy, making my family stay at airport for 4 hours, making me stay whole night and lying to me each time, when no one came to pick me.

If no proper action taken, written apology provided and I am compensated adequately. Fyi, I lost my job as I could not report

After 10 years of service with Liberty mutual, where I have my two home insurance, 2 car insurance, I got this from company I thought , is best.



This report was posted on Desi Community on Feb 04, 2017 6:28 AM and is a permanent record located here: Desi Community has an exclusive license to this report. It may not be copied without the written permission of Desi Community.
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Apr 29, 2018
1:56 AM
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Horrible experience with Liberty Mutual Road Side assistance