Portillo’s Towing & Heavy duty recovery truck repair

Needed a tow for my car and got connected with them through progressive. The estimated time was 115 minutes. I kept on getting notifications that they are 45 minutes away then down to 10 and then it said they would be there shortly. I waited 30 minutes after that and still nothing so I decided to call them and no one picked up. Ended up spending 3 hours waiting for them and they didn’t arrive. DO NOT USE THEIR SERVICES.

To sum it up. Terrible Communication. My insurance company sourced this company on my behalf. I got the alert the tow operator would be here in 45 minutes. When I was down to 10 minutes I walked out to greet the driver. After 30 minutes past the projected arrival time. I called and was told they don’t do pickups on military installations. No one called to relay this information to me. They said they called my insurance company to let them know. THAT WAS A LIE! The insurance company was still show this company active and had not cancelled the job. The insurance company called the tow company to confirm cancellation. No answer. My thing is, if you were here and then realized you don’t come on bases. Call me and give me the option to drive it off base to meet you. Terrible.

We had an RV that had a tire blow out that led to running & brake lights wire being cut. Portillos got to us within an hour of calling at 10:15pm, and got the RV to the dealership for us. Price was great, the driver was so helpful. If you find yourself needing heavier duty hauling, don't hesitate to call them!

This is the worst service I have experienced in a long time. The person I spoke with on the phone was extremely rude and short. I had a tow set up through my insurance provider which I waited two hours for and they never showed up. They then told me after I called that it was canceled through my provider. I spoke with my insurance provider and they stated it was not, and tried calling them 4 times and were sent directly to voicemail. I then called and they answered right away stating the same thing, that my provider had canceled. After that for the remainder of the times I tried to contact them they sent me to voicemail as well. Extremely unprofessional would NOT recommend.

If i could rate this company a zero i wish to God one day that becomes available. Almost 5-6 hour wait in the cold i missed appointments and class Waiting on them just for them to cancel it. They blamed my insurance for canceling it and when i called the insurance they said the towing took too long and THEY canceled it. Pathetic and horrible customer service. They are a joke.

A no show after two hours. No call, no text to let us know status. This is after we got an alert after over an hour that it would be 21-51 more minutes. 90 minutes later still nothing. We are right next to Lakeside so we aren’t far away. I understand being late but there is no excuse for not communicating. Don’t deal with this company.

Terrible experience. Insurance companies should stop using this company! Not only did they waste 3.5 hours of my time but they wouldn’t even answer their phone when my insurance company called! They leave the phone off the hook to avoid calls. When they do answer the phone they immediately send you to their hold music and never pick up. I was left on hold for 6 minutes TWICE!

i usually am not one to post reviews, but one of the employees here just towed my car and was incredibly unhelpful and rude when he caused damage. when my car arrived at my home, my skid plate, which covers extremely important parts of your vehicle to prevent damage, was quite literally ripped in half. one half was stuck to his truck, and the other still stuck underneath my car. when this issue occurred, he said that he’s been doing this for years and it’s never happened before, therefore it must be that it was already hanging down when he picked it up. i’m certainly not new to dealing with people messing up your car when you leave it under their care, so i made sure to take pictures and a video of it before i left it alone for them to pickup. when i informed him that i have the evidence to prove it was not already hanging down, he began to raise his voice and try to cut off my sentences to limit my explanation. he didn’t even tell me how to resolve the issue aside from saying that if i buy a new plate that i can call him back and he’ll give me a number to a mechanic to put it on for me. nothing about reimbursement or other methods towards remediating the issue. clearly the conversation was at an unproductive point, so i ended the call and contacted his company instead. from there someone graciously informed me that i can call my insurance company and file a claim with them, as they are the ones who handle the transactions to begin with. had the tow guy said that, we both could’ve saved a lot of time and frustration. additionally, i know for a fact that the skid plate was intact and not hanging upon him picking it up because, aside from the video, all 7 screws were still completely inside of their respective holes. i’m not including the driver’s name because i don’t want to jeopardize anything for him, but i made this post so that people can be aware of things that can very well happen to you, too.

They picked up my car quickly and communicated well at first. The next day, they told my insurance company they didn’t have my car. I couldn’t reach anyone by phone—the voicemail was full. Now my repair is delayed, probably because of an administrative mistake. I hope they find my car soon.

I had the pleasure of receiving towing service from Noah, and I can’t say enough about how positive the experience was. He was incredibly courteous, respectful, and compassionate throughout the entire process. In what was otherwise a stressful situation, his professionalism and kindness truly stood out. It’s rare to come across someone who not only does their job well but also treats people with such genuine care. Thank you, Noah — your service made a difficult day a whole lot easier!