On July 21, 2021 between 11:30 am and 12:00 pm, I put in a request to Progressive to send someone out to unlock my car, as I had my keys and phone locked in the car at Sam's Club fuel island on 54th Street in Chandler, AZ. The temperature was about 107 degrees and I am an 74 year old women. They took my information and said it would be about an hour. I called back after a hour and a half (1:30 pm) and was told that per there information it would be 11 minutes. They informed me that they would send a text to my phone when the were close, I again informed them the my phone was locked in the car and I was on a borrowed phone the gentlemen allowed me to give them his phone number, they never sent a text. I continued to wait, at 3:00 pm I call again as was told there was no ticket for my problem. I then needless to say went off, they said the would expedite the new ticket that they issued. I called my grandson to get my spare key he had to leave work and drive 20 miles each way. To have to wait over 4 hour in the heat and have someone leave from work is totally unacceptable, why do I have roadside assistance