AAA Roadside Assistance

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2.0 out of 5, based on 9 ratings and
52 reviews & complaints.

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Leaving me stranded in the snow
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BURTON, MICHIGAN -- I've been a happy member for over 25 years. I just moved to Michigan recently and bought a car over the weekend. Well, I needed help this morning and the nice person on the phone informed me that they will not assist me until I get plates on the car (can't do that over the weekend) and that this, of course, is not their fault. Thanks AAA! Thank you for leaving me stranded in the snow. I'm sure glad the wife and kids aren't with me or I would really be screwed. Yes, you have your policies and so do I. My policy is to stop doing business with companies who leave me stranded when that's the reason I'm with them. My other policy is to make sure others know I've been screwed by said company and avoid doing business with them as well. I'm here AAA and obviously, not going anywhere.
     
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Will Not Get What You Pay for
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Rating: 2/51
DURHAM, NORTH CAROLINA -- Wife locked her keys in the car and I called AAA at 6:30 pm. Was rainy and cold. Gave wife my car so she and our child (2 yrs) could go home. Waited for 2 hrs. Called several times during this period to see what the issues was. Was told numerous times that the driver is a few minutes away or that he is outside and I should see him. Driver was clearly not there. Finally, several good Samaritans who had seen me waiting for so long offered to help me. One lady called her husband from home who came and he helped, the owner of the restaurant my wife was at was helping. I called AAA one last time and reflected to them that I will fix this issue on my own. One lady (who is also a member of AAA) also called AAA in attempt to get assistance. Good Samaritans and I were working on getting the car open and a AAA driver then pulled up. He retrieved the keys in about 60 seconds. The driver overhead us talking regarding the wait and he pointed out that he received the dispatch 10 minutes earlier. The lady who was on the phone with AAA obtained the complaint line phone number and a reference number so I could address this issue with AAA. The next morning, I contacted the complaint line and I walked the representative through the situation. I was essentially told "that's the way it is" and that she could note my complaint and have someone call me. I questioned how this resolves the issue for me and my concern with use of AAA services. She then reflected she will take the encounter off of my account as if it did not happen and won't count against my benefit. I again reflected this does not resolve my issue, especially considering I never use all of my AAA benefit each year anyway.

The customer services representative and I became more and more agitated as our conversation progressed. She repeated herself over and over about noting the complaint. I continued to point out this does not resolve my issue. She then asked how I would like the issues resolved. I reflected I am unsure of the options (other than note a complaint) and gave an example of maybe making membership half price or something like that. To my comment, I then heard a group of people laughing in the background. I then asked to speak to her supervisor. She pointed out that her supervisor is not available. I reflected that know there is someone that is her superior that should be available when she is unable to resolve an issue. She agreed that there was but supervisor is not available. I realized continuing was pointless, laughed, and said good bye.
     
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Shady and Unprofessional
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Rating: 1/51
WORTHINGTON -- I had the "pleasure" of dealing with a snippy little twit named "Vernon" at the Worthington, OH office. He sent me a bill THREE MONTHS after the call for roadside assistance. My sister was driving my car to work when it died and she called for roadside assistance but was unable to stay with my car as she needed to get to work. I drove out to where she was broken down to stay with it. The first guy Triple A sent out couldn't jump my vehicle because he couldn't pop the hood - the latch sometimes sticks. Vernon told me that was my fault and I still had to pay $50 for that service even though they couldn't help me. Next, they sent a tow truck driver and I was charged $60 bucks to be towed a couple of miles. Funny how the auto garage was able to pop my hood on the first try. I mentioned that my sister called for roadside assistance and gave them her membership number? Well, because she had to leave they somehow placed those charges on my membership card - and I discovered that I had no roadside assistance calls left on my card - how damn convenient for Triple A! I wasted 2 hours on the phone being transferred around and never getting any answers. Vernon left me a message that I would be sent to collections. I wasted another hour on the phone dealing with his arrogant attitude. Did I mention that I'm not even a member of the Worthington, OH Triple A club??? I had transferred my membership when I moved nearly 8 months previously! Vernon told me "oh no, your membership doesn't transfer until your membership expires." I'm still trying to verify that as it wasn't mentioned in my transfer letter. The best part, when I finally paid the bill as it wasn't worth damaging my credit over, the representative Vernon transferred me to DIDN'T KNOW HOW TO PROCESS THE PAYMENT - WTH??? Bottom line: this company sucks. They have the worst customer service I've ever experienced. I cancelled my 10 year membership with them (that was another hassle). Triple A does not even deserve a one star rating.
     
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Not Renewing After 21 Years
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Rating: 2/51
CINCINBATI, OHIO -- Traveling in 38' motor home on July 4, we blew the back inside tire of the dually, which caused the outside tire to flatten immediately. We were about 45 minutes from our destination of Hilton Head, SC. I've had my AAA membership for 21 years. I carried AAA Plus RV, which gives extra services on vehicles and service for the RV. We have used services for both our cars and RVs over the years. Although service was always very SLOW, at least we always knew we had help, until this incident.

We were able to get off the highway onto a deserted exit ramp. I called AAA right away and was told that we would have to be towed, that there was no one that could do roadside service for us. Well, common sense tells you if you're 38 ft long and you've lost your back end, you cannot be towed from the front and you can't tow that size RV from the back (with a tow vehicle attached). My husband, frustrated at my end of the conversation, got on the iPad, found a service station that was fairly close, that said the could come out, bring tires (since you don't carry a spare in a motorhome), and put them on for us right there roadside. For a nice fee of course.

So, AAA basically told me if I couldn't be towed, then they couldn't help me ....... after 21 years of premiums paid! They said they don't offer all of the same service across the country based on what contracts they have with local service providers. I understand if there was no one that offers roadside assistance in the local area, you couldn't expect service. However, when there IS a service provider in the area, you should be able to expect to receive service. For that reason, I am NOT renewing my membership.
     
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Left My 88 Year Old Father-Inlaw Stranded On The Side Of The Road
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Rating: 1/51
PORTLAND, MAINE -- You would think when you get the best plan from AAA you would get the best service!!! WRONG JUST SO WRONG. My father in-law's battery died on a busy road 30 min. from our house, we had add him for the reason of him driving to FL. etc. He calls for a tow and was told they couldn't tow a camper/van. When my husband and myself get to him I then called AAA to see what the problem is. This is where it gets so upsetting for us.

They never told us a van with a bed in it would not be covered for towing, that's fine we knew it was a dead battery so I asked for someone to come and test/change battery. Well then we are told we are not in the service area. So I said to the lady, if I was out in the middle of nowhere then you would come help? She says that is why we are not coming out now! We were on a main road just outside of town with semi's and traffic a consent flow and we are in the middle of nowhere she says... I did call the New England Headquarters when I got home 2 people said they should have come out, but when the supervisor called she said no and that the lady we talked first was right. Both ladies who said they could not help was very rude on top of everything else... BEWARE AAA IS NOT THERE WHEN YOU NEED THEM AS THEY SAY THEY ARE!!! I WILL BE ASKING FOR MY MONEY BACK WHICH IS OVER $100.00 for lack of info when we signed up for this.....
     
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AAA to the rescue!
Posted by on
All those times I have alerted other unsuspecting drivers that their tires are going flat and no one on the road gave me the heads up today. By the time I realized something was wrong, the tire was literally ripped apart.
I pulled off the main road, called AAA and prepared for a long wait. They gave me a 90 minute window for their arrival. Within 20 minutes, however, the AAA guy pulled up, put the spare on my car, and sent me on my way.
     
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DO NOT DO THIS!!!!!!!
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FIRST OF ALL I CALLED TO INQUIRE ABOUT GETTING A PREMIER ROAD SIDE ASSISTANCE CARD AND TANYA WAS QUITE RUDE WHEN I EXPLAINED THAT I TRIED TO GET A MEMBERSHIP ONLINE AND IT WOULD NOT ALLOW ME TO, INSTEAD IT TOLD ME TO CALL AAA DIRECTLY. SHE TOLD ME IT WOULD BE $113.00 FOR THE MEMBERSHIP AND I EXPLAINED THAT ONLINE, IT STATED IT WOULD BE $102.00 AND SHE STATED THAT WAS AN ONLINE ONLY PROMOTION AND I COULD NOT GET IT. I EXPLAINED THAT IT WAS NOT MY FAULT I COULD NOT GET ONLINE MEMBERSHIP SO SHE WAIVED THE FEE DOWN TO $99.00 BECAUSE I OPTED TO DO AUTOMATIC RENEWAL.

I INQUIRED ABOUT THE FREE SPOUSE WITH THE TEMPORARY MEMBERSHIP I RECEIVED IN THE MAIL AND SHE STATED THAT IS ONLY WITH THE BASIC MEMBERSHIP.

SHE ASKED FOR MY CREDIT CARD INFORMATION WHICH I GAVE FREELY, HOWEVER AFTER SHE RECEIVED MY CREDIT CARD INFORMATION, SHE PROCEEDED TO TELL ME THAT THERE WAS A 7 DAY GRACE PERIOD FOR ROAD SIDE ASSISTANCE SO I TOLD HER NEVER MIND I DID NOT WANT IT AND SHE PROMPTLY HUNG UP ON ME.

TODAY WHEN I CHECKED MY BANK ACCOUNT BALANCE, I SAW THAT THEY STOLE $99.00 FROM MY ACCOUNT. AFTER MORE THAN 6 HOURS ON THE PHONE TRYING TO GET MY MONEY BACK, I WAS TOLD THAT IT WOULD TAKE 3 -5 BUSINESS DAYS TO GIVE ME A REFUND. I SPOKE HEIDI INITIALLY AND SHE SAID THAT BECAUSE TANYA WAS IN THE INSURANCE SIDE, SHE COULDN'T HELP ME AND THAT I WOULD HAVE TO SPEAK WITH MELISSA. THIS WAS CLEARLY THEIR FAULT, YET THEY MADE ME FEEL LIKE I DID SOMETHING WRONG

UPON SPEAKING WITH MELISSA, SHE WAS NOT ABLE TO HELP ME STATING THAT BASICALLY IT'S MY PROBLEM THAT YOU STOLE MY MONEY AND THERE WAS NO WAY OF REFUNDING ME IMMEDIATELY BECAUSE OF THE BANK. (WHICH ACCORDING TO MY BANK IS TOTAL B. S.)

I THEN OBTAINED THE NATIONAL OFFICE NUMBER FOR AAA AND GOT YET THE RUN AROUND AGAIN. I SPOKE WITH ANDREA AND SHE STATED SOMEONE WOULD CALL ME RIGHT BACK. AFTER 4 HOURS AND NO CALL BACK, I CALLED AND WAS REFERRED TO TOM CASTLE'S VOICE MAIL. I LEFT A MESSAGE FOR HIM TO CALL BACK.

IN THE MEANTIME, ANDREA CALLED BACK AND STATED THERE WAS ABSOLUTELY NOTHING THAT COULD BE DONE, IT DIDN'T MATTER THAT I WAS ABOUT TO GO OUT OF TOWN!

FINALLY TOM CASTLE CALLED ME BACK AND STATED THAT I HAD 2 OPTIONS: 1. WAIT UNTIL MONDAY FOR MY REFUND (WHICH I SHOULDN'T HAVE TO BECAUSE YOU STOLE) 2. TAKE MEMBERSHIP AND HE WOULD WAIVE THE 7 DAY GRACE PERIOD AND PUT NOTES ON MY ACCOUNT TO REFLECT THAT. I AGREED TO THIS. HE STATED SOMEONE WOULD EMAIL ME A TEMPORARY CARD WHICH WAS DONE! WITH THE EXPIRATION DATE OF THE CARD BEING 10/29/11.

I WISH YOU HAD TOLD ME THIS CARD WAS VALID FOR ONLY 1 MONTH!!!!!!!!!!!!

I WOULD LIKE THE ADDRESS FOR YOUR ACCOUNTS PAYABLE SO I MAY SUBMIT A BILL FOR MY WASTED TIME. I AM STILL UNDECIDED WHETHER OR NOT I WILL FOLLOW THROUGH WITH THE POLICE AND STATE ATTORNEY GENERAL'S OFFICE.

OH AND BY THE WAY, THERE IS NO WHERE ON YOUR WEBSITE THAT SHOWS THERE IS A 7 DAY GRACE PERIOD THAT I SAW

     
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AAA Never Showed
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I've been a AAA member for around 12 years, my current card says 5 but I had another membership before that for about 7 years that I let lapse, then renewed a few months later. I've only had to use them a couple of times, I guess I was lucky because when I did need them recently, they weren't there. Which makes me wonder what I've been sending them my yearly premiums for.

On Sunday I went to leave my house, only to discover the battery in my vehicle was dead (the interior lights had been left on). I went inside to call AAA to request someone come and give me a jump start. While sitting on the phone listening to elevator music, they had a message that a request for service could be put in online, so I logged onto the AAA website and entered a request for roadside assistance. Received a confirmation email a little before 2:00 stating it would take 60 minutes for help to arrive. At 3:30 nobody had arrived, so I went back online to see if there was a way to check on the status of a service request, however, their website wouldn't accept my login and password. At 4:00 I called AAA. After 30 minutes on hold in the "q", the phone started ringing then an automated voice said something like "the party you are trying to reach is not available at this time, your call will now be disconnected". After it told me this a couple of times, the call was dropped. I tried calling the help number again, after about 20 minutes of elevator music I hung up and tried calling the number you use if you are out of state. At this point I just wanted to get a hold of a human being to find out if and when the tow truck would be coming. After about 20 minutes on hold with that number, I finally gave up. At 6:00, a little over 4 hours after I had put in the help request, and 3 hours after they said the tow truck would arrive, I was able to find a neighbor who could come over and give me a jump start.

Nobody from AAA ever did show up, or call me. I guess I should just be happy I wasn't stranded by the side of the freeway somewhere, or I'd still be there.

Both my home and auto insurance are due for renewal in the next month, I will be visiting other insurance companies to see what they can offer me. I will also be looking for another roadside assistance option. It's crazy to pay AAA for a service if they aren't going to provide it.
     
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AAA Roadside Assistance Is USELESS
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My wife bought a AAA membership while we were living in Texas. We are now in Illinois. Last night her car broke down. Since the dealer was closed, we decided to wait until this early this morning to call AAA for a tow. Since I am self-employed and my wife works full time, we decided that I would call AAA this morning and manage the situation while she was at work.

AAA REFUSED TO SEND OUT A TOW TRUCK BECAUSE MY WIFE COULDN'T BE HERE TO MEET THE DRVER. Despite the fact that it's HER car, and even after my wife called and spoke to them personally, they wouldn't send a tow because she's not here in person.

After speaking with 5 DIFFERENT incompetent fools at AAA, it turns out that if we were in Texas they would send the tow without her being here in person, but since the car is in Illinois, different rules apply. Even though our membership is in Texas (we just recently moved).

So my wife has to take a day off to be here to meet the tow driver tomorrow, and meanwhile her car is sitting on the side of the road in a sketchy location for two days. And we can't afford to call a private tow, so we're pretty much on the hook, having wasted $450 over the past 6 years on AAA membership for nothing.

Essentially, we've been paying for nothing for the past 6 years, and the one time we really need their help, AAA IS AN EPIC FAIL. Huge waste of money. And their so-called "customer service" reps are barely literate and not helpful at all -- all they do is transfer you from one idiot to another and nothing gets resolved. Avoid AAA -- save your money.




She has had membership for 6 years at $75 a year and never used the service.
     
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AAA means Awful, Arrogant, Asinine, Customer Service
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OMAHA, NEBRASKA -- We had a blow out on our brand new camper, and called AAA immediately, thinking we would be saved.
The customer service agent was cold and non-empathetic from her first word. She asked my location.
ME: "I am on Interstate 35 near St. Paul MN. We were heading south and took the Hugo Centerville exit. We are now on top of that exit."
SHE: "What is the number of the exit?"
ME: "I have no idea, we are past the sign."
SHE: "I need to know the number of that exit."
ME: "I have no way of finding out that information."
SHE: "We cannot send help without knowing where you are."
ME: "We are on the Centerville/Hugo exit on Interstate 35."
SHE: "But I need to know the exit number."
ME: "But I don't know that information."
SHE: Silent....dead silence.
ME: "Well, I suppose I will have to walk down and find the number, if that's the only way."
SHE: Silent.
ME: While walking and panting, "You know, this seems dangerous, walking down a ramp. Besides, it is raining and I am old, fat and arthritic. It might take awhile."
SHE: "Let me put you on hold while you are finding that information."
ME: walk, pant, walk, pant. Find the sign
ME: Try to tell her I have the information now, but I am still on hold.
SHE: Three minutes later. "I have looked on my system and found that information."
We then discussed the type of policy I have, and it seems I forgot to call and include the brand new camper.
I realize that they cannot pay for services that are not covered by my policy. But a truly customer focused company would have found a way to be helpful to a seven year customer without previous claims.
Perhaps she could have found a way to say YES instead of NO.... Yes, as a customer courtesy I will call a service station for you, but we cannot pay for your tire change.
Perhaps she could have "looked on her system" instead of filing her nails and found the information in the first place. The most important part of good customer service is attitude, followed by knowledge. Hers was bad in both departments.
Perhaps AAA has too many customers and they just don't need my $100 a year. I am cancelling my membership today.
     
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