Payless Auto Towing Ltd.

My partner and I broke down on the Nanaimo-Horseshoe Bay ferry. Due to the parking brake on our car locking, we were stuck going back and forth on the ferry until we could secure a tow at the dock. Several companies pointed us in the direction of Payless North Vancouver. Initially, I called and spoke to a member of the office staff who confirmed that Payless would meet us at 6.40 at Horseshoe Bay to tow us off the ferry. When I called again to confirm this at the time of docking (after our third ferry journey of the day), a different member of the office staff answered the phone and very dismissively told me that she had no idea what I was asking about because the other person had not put the information in the system and had left the office for the day. The dismissive attitude of the second office staff continued until I outlined that: 1. The original person had confirmed with me that Payless would be there to assist us at 6.40pm, 2. This confirmation led us to stop calling other companies as we trusted that they would follow through on this confirmation, 3. Due to that person's failure to follow through with the request as confirmed on the phone, we would now be returning to Nanaimo and back to Horseshoe Bay for the second time that day and completing our 4th and 5th ferry trips.If you cannot provide a service, do not lead customers to believe otherwise, especially when your service is designed to help people who are already in need of help. The communication between Payless and the consumer and between Payless and their own office staff is nothing short of shocking.

Our car broke down on the Sea to Skye, North of Squamish. BCAA sent Payless to pick us up. The driver, James F, was awesome. He was polite, thorough and understanding. He was also a really nice guy. He handled our baby (BMW converible) with the care only a true professional can give. It was expertly delivered to our prefferred mechanic. I highly recommend him.

Atrocious transport. I guess they don't train their drivers on load securement.

Our car died at Capilano University last night. We called Payless... and experienced fantastic customer service from the get-go.The dispatcher was helpful and pleasant to speak with. She was upfront (and, it turns out, accurate) about the wait time for service (a mere 45 min, compared to two hours or more for other places that we called), let us know our options (wait with the car or leave the keys), and was generally reassuring.When the tow truck arrived, the driver was quick to realize that we didn't need a tow (we thought that we did and had initially requested one) - just a jump. About five minutes later, he had us up and running. He was courteous, easy to speak with, and gave us helpful advice to avoid similar problems in the future (we picked up a jump starter from Canadian Tire a half hour later). Payment was quick and painless (he just charged us for the jump).Overall, I'm extremely happy with the service that we received.