Miway bad service

Yesterday I contacted Miway because I discovered that I had a flat tyre at home. My cars wheels has lock nuts on so when my husband tried to change the tyre, one of the lock nuts did not want to come. I therefore contacted Miway hoping that they will send out experienced people to assist. The guys they sent out to help change my tyre said that they unable to loosen the locknut but needs to tow my car to their yard . Before agreeing, I contacted miway again and they advised that it will be liable for the towing fees. MY QUESTION!!!! Are these people *********** or are they trying to get more money out of me? What would have happened if I got stuck somewhere on a road? What kind of road assistance is this. I was told that lock nuts are normally problematic in winter because it gets slippery when wet and that makes it difficult to remove. A pressure gun would have apparently done the tric**** After all this, them not being able to assist, I get an sms from Miway telling me that the call has been closed and that I now have used up on of my call-outs!!! Pathetic!!!! They did not even do anything!!!! This is not my first bad service incident with them but I really has enough. I am seriously considering changing to a different service provider and I will not recommend them to anybody!!