Bullet Towing

the transmission in my pickup went out and since I have roadside assistance coverage, I called the 800# around 8am friday and they said the tow company (bullet towing haha) would text me with an etaA few minutes later they did, 9:15am9:comes and goes, so I call bullet at 9:I get the run around and they say he's on the way and will call shortly10am still nothing so I call them back and she is still making excuses and says"oh, by the way, you insurance only covers $so there will be $out of pocket due at pickup." I reply "wow,great service...almost an hour late, still not here AND you still hit me up for more $$$!" I hang up, call roadside assistance and find out I can call my own preferred tow companyI call a local guy ( [redacted] ) and tell him the storyHe says he can be at my house in minutes, but there is an additional $charge (same as last guy but he tells me up front) I say if you're here by then , no problemminutes (!) later, his guy is in my driveway! I follow him to [redacted] and call and cancel bulletAround 11:30am, ( over two hours late!) The guy from bullet calls and says he's at my houseSo is it just me and "eta" means +hrs.?

*** SON WAS UNFORTUNATELY INVOLVED IN A SINGLE CAR ACCIDENT THAT RESULTED IN DAMAGING HIS CAR THE DAMAGE WAS TO THE SUSPENSION AND BODY ON THE DRIVERS SIDE FRONT HIS SON WAS SURPRISINGLY ABLE TO DRIVE THE CAR A SUBSTANTIAL DISTANCE FOLLOWING THE ACCIDENT BEFORE THE CAR BECAME
COMPLETELY IMOBILE EITHER DURING THE INITIAL ACCIDENT AND/OR WHEN THE CAR BECAME IMOBILE, THE BROKEN SUSPENSION ALLOWED THE TIRE HIT THE INNER AND OUTER FENDER CLOSEST TO THE DOOR CAUSING BODY DAMAGE WHEN THE CAR BECAME IMOBILE, IT DID COLLAPSE TO WHERE THE FRAME WAS ON THE GROUND IT WAS DIFFICULT TO GET A GOOD HOOK POINT ON THAT SIDE OF THE VEHICLE THE HOOK CAME LOOSE AND DID CAUSE SOME DAMAGE TO THE FRONT SPOILER IT IS VERY CLEAR THAT THE CAR DID NOT FALL OFF THE TOW TRUCK AND DROP TO FEET MIKE AND I WERE ABLE TO ALIGN OUR SCHEDULES AND TO MEET ON DECEMBER 12TH TO REVIEW AND DISCUSS THE VEHICLE DURING THAT MEETING, MIKES SON ADVISED HIM THAT THE WINDSHIELD CRACK WAS SOMETHING THAT HAPPENED EARLIER AND WAS IN NO WAY RELATED TO THIS ACCIDENT OVERALL, IT IS CLEAR WHAT HAPPENED AND MIKE AND I AGREED ON THAT DURING THAT MEETING UNFORTUNATELY, MIKE WAS GIVEN MISINFORMATION IN THE BEGINNING AND I BELIEVE THAT HE WILL AMEND OR REMOVE HIS COMPLAINT SINCE HE AND I BOTH KNOW THE TRUTH.WHILE WE DON'T EVER WANT TO HAVE AN UNHAPPY CUSTOMER, MEETING MIKE ENDED UP BEING A PLEASURE I BELIEVE HIM TO BE AN HONORABLE AND CREDIBLE MAN WITH CHARACTER AND INTEGRITY I LOOK FORWARD TO MEETING HIM AGAIN IN THE FUTURE.SINCERELY,*** *

the transmission in my pickup went out and since I have roadside assistance coverage, I called the 800# around 8am friday and they said the tow company (bullet towing haha) would text me with an eta. A few minutes later they did, 9:15am. 9:15 comes and goes, so I call bullet at 9:30. I get the run around and they say he's on the way and will call shortly. 10am still nothing so I call them back and she is still making excuses and says"oh, by the way, you insurance only covers $75 so there will be $25 out of pocket due at pickup." I reply "wow,great service...almost an hour late, still not here AND you still hit me up for more $$$!" I hang up, call roadside assistance and find out I can call my own preferred tow company. I call a local guy ([redacted]) and tell him the story. He says he can be at my house in 15 minutes, but there is an additional $25 charge (same as last guy but he tells me up front) I say if you're here by then , no problem. 10 minutes (!) later, his guy is in my driveway! I follow him to [redacted] and call and cancel bullet. Around 11:30am, ( over two hours late!) The guy from bullet calls and says he's at my house.
So is it just me and "eta" means +2 hrs.?