I had a flat tire on my 2017 Subaru Forester on January 7, 2020 at approx. 4:00pm. I was able to pull into a parking lot safely. I contacted Subaru Roadside Assistance as I have a Gold Plan that I purchased covering a change of tire service. The Subaru website service sends you the towing provider approx. time of arrival. After several calls to provider the driver finally arrived 2hrs & 40 minutes later. Changed damaged tire in the dark to donut and I was on my way. Next day I had tire replaced and was told one lug nut & stud had to be replaced. I was shown a stripped lug nut which my tire service center told me might have occurred during flat changeout. I had to go to my Subaru dealer for the correct part & install. I had to pay for the parts & labor. I returned with my receipt & actual lug nut to towing company owner to show what occurred. EE told me owner was not available and after several calls over the next few days I spoke to office manager Tiffany who stated after questioning driver claimed the lug nut was already damaged (not possible) and was not liable for anything. Owner Scott Flowers has not returned any of my calls to date. Subaru should be aware of the service or lack thereof that customers are dealing with during these calls not to mention the long wait time the driver actually takes to arrive. I would like Subaru to look at all of the complaints this company has on several websites. I am looking to have my out of pocket costs reimbursed by the towing company as I feel their driver damaged the lug nut during the tire change. Thank you