My daughter moved from Michigan to Seattle Washington and we were told that she was still covered under our roadside assistance. We were relieved that she still had coverage. Tonight she was skiing at Crystal Mountain and her car wouldn't start. She called the roadside assistance number on the card and waited for a return call. It never happened.
When she called back the representative stated that AAA providers don't go to that area. I was under the assumption that AAA was everywhere in the US. What really upsets me is the fact that the representative didn't call her back. She could have been stranded somewhere and froze to death waiting for their call. It is unbelievable that AAA will not call back customers immediately if they have trouble finding a towing company.
ORLANDO, FLORIDA -- Whatever you do don't ever call AAA to replace your battery because their testers will always say the battery is good. Here's what happened, for about a week, I knew I was driving around on a dying battery, because it was getting harder to start by the day. So one morning it was completely dead! Called AAA and told them, I needed a new battery, guess what? They sent the regular pick up truck with NO Battery, so the guy tested the battery and said it was good, that maybe my alternator was bad. He jump started the car, it started and when I went into the house to get my phone, I noticed he had turned the car off & left the keys in the door.
So I tried to start the car, of course it was DEAD. Got a neighbor to give me a jump start, let it run for 30 minutes and took it to Auto Zone. They ran their tests and sure enough, it was a bad battery. They installed a new one & I haven't had a problem since. The morale of this story, only use AAA for the simple stuff like changing a tire or a discount at Denny's.
SAN ANTONIO, TEXAS -- After being insured in all my five (5) family vehicles by AAA Insurance for 9 years, I decided that this company did not deserve to have my business any longer. What made me reach such decision was when my Pontiac Grand Am broke down due to a clutch problem. I called AAA Road Service as I had previously done and for which I am grateful.
This particular night, when I called, the operator verify my membership, as is the protocol. Afterwards the lady tells me that if AAA had to send a tow truck to retrieve my car and get it to my home address, I would had to pay out of pocket because I had reached the maximum number of times (4) that I was entitled for the current year. I of course was confounded by the statement. I pointed out that I had been paying not only for the insurance (which she countered with "that's a separate account sir"), but for the Road Service. For the same length of time and for a number of years, I had never called or utilized the service a single time.
I argue my position and the need to get my car towed from where I was, which is about 25 miles from home, to no avail. The next day I decided to cancel my membership and insurance policy and switch to GEICO. Nobody from AAA called me, and I have never, to this day, received any form of communication from them.
BLAIRSVILLE, GEORGIA -- My car slid off HWY 515 in N. GA during a heavy rain. Called AAA at 2:29 PM. At 3:10 they called to say they did not have anyone to help "but KEEP your line open so we can reach you." At 3:55 I called back, I called not AAA calling me, still no one to help. At 4:11 I took matters in my own hands. I called a local towing service which arrived at 4:49 and got me off the side of a major HWY. My grandchildren had been picked up and taken back to my house. And we had a dog with us.
Really I was on the side of a major GA HWY for 2:20. AAA is like any insurance. Pay them but don't ever try to use them. Oh and I am a Plus member for 15 years. Now let's see what happens tomorrow. I ask for reimbursement for my towing fee. Good luck right.
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 overheard 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 goodbye.
WORTHINGTON -- I had the "pleasure" of dealing with a snippy little twit named ** 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. ** 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. ** 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! ** 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.
SPRINGFIELD, VIRGINIA -- I have been AAA member for over 40 years. This time, the AAA quality service had been tremendous degraded and they enjoyed to give memberships into frustration. I live in Springfield, Virginia and drove my 2007 Jeep Grand Cherokee Overland and broke down in Northwestern of Washington, DC with defective starter. I had to call AAA to tow the vehicle to my friend's house because of idiot AAA restriction was placed as limited to 10 miles.
The Chrysler, Dodge and Jeep service center is in Woodbridge, Virginia which the distance was 30 miles away. I stuck here in DC for 4 days as AAA continued with idiot restrictions now increased to 15 miles limited. My membership is Premier, top of line coverage became worthless and waste of my retired money. I lost my interesting with the AAA because of this kind of service. I had to take metro and taxi to reach home meanwhile my Jeep was stuck in DC with very clear roads, no icing, no snow blockage.
The main purpose by AAA to set up the restrictions system to save their money and put memberships into suffer for their cause of breakdown. I finally had my Jeep towed by through State Farm Insurance and had to pay the difference due mileage. My advise for everyone, it is good time to abandon the AAA completely and have their director resigns because he was one cause to set up world most idiot policy. Let everyone speak up now!
BOSTON, MASSACHUSETTS -- We have been AAA Plus members for almost two decades. Rarely have we used the service. Last night my son (who is on the membership) broke down in a bad area of Boston at 4 pm. We quickly arranged for AAA to tow him and the car out of there. They first stated they would be there within 30 minutes. They did not show up. We called every half hour for FOUR hours. Each time they said the driver was "10 minutes away" or "right around the corner". These obvious lies led us to believe our son was safe when in fact, he was left on a dangerous Boston Street (Dorchester section) well into the evening, well after dark.
He witnessed drug deals and shady characters throughout the ordeal. Had we known, we would have immediately extracted him from there hours earlier. This company, when we finally did need them after all these years of paying our membership, not only failed miserably, but created an extremely dangerous environment for my child, putting his safety at extreme risk.
If you have children, or simply don't like to be lied to, find another service right away!! We have. One more note...towards the end of the ordeal, when I called for the ninth time to provide an address to the car, this AAA operator was so rude and unhelpful. She obviously hated her job and the people with whom she deals.
MT. PLEASANT, SOUTH CAROLINA -- Had a dead battery in my SUV. They drove out and replaced it. Within a year, it was dead again. I went to my regular mechanic thinking I had a bad alternator or electrical drain. They checked it and found that the battery provided by AAA was too small and did not meet the car manufacturer's spec. As I needed the car back, I had them put the spec battery in the car. I immediately called AAA and while not very helpful, they mailed me a claim reimbursement form a month later.
After another month, I received a form letter denying my claim because I had the battery replaced by someone else. A couple months later, when we did not renew membership, we get a call asking why. When we explain the situation, they say they'll try to help. The garage that contracts for AAA, asked if we had the old battery. When he found out that my mechanic disposed of the AAA battery after a couple months, he said they could not do anything.
Do yourself a favor, buy a set of jumper cables, get roadside assistance from your insurance company for less money and NEVER let AAA touch your car as they will not back up their service or products.
BOSTON, MASSACHUSETTS -- Got back from a business trip last night around 12:15am. Got to the parking garage and found that my car wouldn't start. Called AAA at 1am. They promised me a tow within 45 minutes and a call 5 minutes before the driver got there. 1:40am--No truck, no call. I'm by myself in a dark airport in the middle of the night. 1:49am--After being on hold for 9 minutes, I am reprimanded for calling before the 45 minute window expired. Then they say that a truck is not actually on the way and it will be an hour or more before it arrives. They tell me to leave my key in the car and go home, and the driver will pick it up.
2:20--My husband picks me up. 2:40--Dispatcher calls and says I have to go back to the airport because Massport, who manages the parking garage, won't release my car. We go back. 2:50--Dispatcher calls back and says "never mind, it's taken care of." We turn around again. 3:30--AAA supervisor calls and says that Massport will not release my car without me being there. 3:35--I talk to Massport and they confirm this. 3:45--I talk to AAA supervisor again and agree to meet a tow truck at the garage at 5am. They promise me it will be there.
4am--I hit the road in my husband's car, exhausted. 4:50am--Dispatcher calls and says they're just sending the truck. 4:55am--I scrape the side of my husband's car on the parking garage and cause a lot of damage. Having been up for almost 24 hours, I blame it on lack of sleep and this stressful situation.
5:09am--Watching the sun come up. I call the AAA supervisor line and am told that it will be 20 minutes because the driver got stuck in traffic. Ummm....there was no traffic. I lose my cool and tell them this is unacceptable. 5:30am--I call the supervisor line to see where the truck is. They say I will get a call back within 5 minutes. 5:35am--No call. 5:40am--No call. 5:45am--Truck shows up with no info on the fact that I don't have my card, or where the car is being towed.
5:50am--Watching the car go on the truck. AAA supervisor calls and apologizes. Which doesn't do me much good as I have no sleep, 2 cars that need repairing, and a complete loss of faith in AAA's ability and motivation to provide even mediocre service. I was promised a call from member relations which, shockingly, still has not come. She promises to pay for my tolls and the repair to my husband's car, and that I will get a call confirming the car has been dropped off at the right place. That call never comes.
Summary: My safety was compromised, there was a gross amount of miscommunication and misinformation provided by AAA, and multiple promises were made and broken. I am angry, disappointed, and planning to tell everyone I can about this egregious incident unless AAA rectifies this by paying for the damage to my husband's car and offers me a HUGE apology for having to wait 6 hours for a simple tow. Look for this review on Twitter, Facebook and everywhere else I can think of. AAA provides a crucial service that can't be counted on.