Disappointing Accident Support and Towing Experience

My overall experience was disappointing for several reasons.

First, the Toyota Urban Cruiser provided to me was classified as an SUV, but the vehicle felt significantly underpowered. I frequently had to press the accelerator heavily just to gain normal speed, which made the driving experience uncomfortable and not what I expected from this vehicle category.

Second, after the accident, the main issue was the way the towing situation was handled. The visible damage was mainly to the front bumper, and the vehicle was still running and appeared driveable. I repeatedly explained that I was willing to take the vehicle directly to the branch for inspection and handover.

Despite this, I was repeatedly told that the vehicle had to be towed, that I would personally have to pay the towing cost, and that if I drove the vehicle I would be responsible for any further damage. I understand the need to protect the vehicle and follow safety procedures, but the communication felt very pressurised rather than supportive.

What concerned me even more was that I was told to remain at the location and wait for the towing company, even though it was at night, the area had very poor lighting, and I was there with my children. I did not feel that enough consideration was given to our safety or to the practicality of expecting a customer with children to remain at the roadside at night for an uncertain period while waiting for a tow truck.

The interaction with the towing company also made the experience worse. There seemed to be a strong push to make the towing payment immediately, and the way payment was requested made me feel uncomfortable and distrusted as a customer. The whole process gave me the impression that arranging and collecting the towing fee was being prioritised over helping me understand my options and ensuring that my family and I were safe.

I would recommend improving the accident-support process by clearly explaining why towing is technically necessary, giving customers clear options where appropriate, confirming all costs upfront, considering the safety and circumstances of the customer, especially when children are involved, and ensuring that towing providers communicate in a professional and respectful manner.

I expected more support, clearer communication and better consideration for customer safety, especially immediately after an accident.