Business ProfileforJohnson Inc

I have Johnson Insurance auto coverage and Johnson Roadside Assist coverage. On Nov. 8, 2022, my car was stalling and I called Johnson Roadside Assist for a tow truck. There were long delays of being on hold, and the agent wanted to charge me extra for the tow truck. I explained that there shouldn't be any extra charges and that my Roadside Assistance paid for the tow. He claimed that I was over the $120 limit. I told him that my coverage didn't have a $120 limit for short tows (17 km). He put me on hold and then abandoned my call. I spent over 90 minutes calling various Johnson customer service lines, talking to multiple agents, but no one would arrange to send a tow truck. I eventually gave up, made my own arrangements and got my vehicle repaired. Weeks later, I registered a formal complaint with Johnson complaint department. One agent apologized. Another agent left me a message telling me that my tow would have been over the $120 limit. And that they would re-imburse me for only $120. To sum up: 1. When I needed a tow truck and called Johnson, there were very long delays and much wasted time of being on hold. In the end, they never sent a tow truck. 2. Whenever I did speak with a Johnson agent (about six agents in total), they told me there was an extra charge, or they told me they would have to transfer my call, in one case, the agent hung up on me. 3. Two Johnson agents told me that there was a $120 limit for a tow, anything above that was extra. My insurance papers only mention there would be a $120 if the tow was over 25 km. My tow was only 17 km, therefore, there was no $120 limit. So I believe this is a breach of contract on behalf of Johnson Insurance.