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.
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.
First of all I called to inquire about getting a premier road side assistance card and ** 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 ** initially and she said that because ** was in the insurance side, she couldn't help me and that I would have to speak with **. This was clearly their fault, yet they made me feel like I did something wrong.
Upon speaking with **, 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 **). I then obtained the national office number for AAA and got yet the run around again. I spoke with ** and she stated someone would call me right back. After 4 hours and no call back, I called and was referred to ** voice mail. I left a message for him to call back. In the meantime, ** 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 ** 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 nowhere on your website that shows there is a 7 day grace period that I saw.
FREMONT, CALIFORNIA -- I dropped my husband yesterday to San Francisco Intl airport on his way to our native land. I was with my 2 babies, one four year old and a one year old. Next morning we had to bring my mother in law to her doctors appointment. We stayed on the parking lot to eat our lunch. My 4 yr. Old told me we have to go to the bathroom. So, I let my 4 yr. Old get out of the van and then I got to my 1 yr. Old.
As I was about to get my bag (with everything on it including my wallet, cellphone and the key to the van) on the driver seat, carrying my baby, as I turned around, he accidentally slammed the door shut. The worst thing is, before that I pressed the lock button on the driver side because I was confident that I would get my bag first before I slam it shut... which is by the way a bad routine and I admit it. But my baby decided to help me shut it. In other words, we are locked out.
So my instinct was to call AAA so they can help me unlock it since it is part of their road side assistance. I went to the nearest clinic and pleaded to help me find AAA number. I was giving out my name, some details and she asked for my number I said, "I can't because it was in my bag and it was also locked in." Then I said "my husband is the member but I was also insured on their company." She said, "I can't help you. Unless you let your husband call me so I could send someone immediately." So calmly I said, "well that would be impossible because I just dropped him off the airport yesterday." She said, "I'm sorry but that's the way it is. If you want I can send in a locksmith but you have to pay for them." **!
I said "are you looking at our policy?" She said "yes, you are insured and you are the principal driver of that van but your husband is the only listed member so unless he calls us, we cannot help you." I said, "it means, even if we are in a remote area and we were in an accident, and you know that I am insured in your company just because my husband is the only listed member you are not going to help us?" She said, "yes, I can't help you. I'm so sorry mam but that's the policy." You and your ** policy!
I was heartbroken. My babies are crying out of frustration and I can't even get help when I need it! I hate this company and their policies! By the way, my sister in law called AAA again, she gave my name for an inquiry about our policy and was told that I was never in the policy and wasn't insured. How come? When we had receipts that we were paying them for 2 years already! As soon as my husband comes back we are going to change our insurance company and you will surely hear a lot from us in the Better Business Bureau.
MONUMENT, COLORADO -- The representative on the phone said it would be 2 to 3 hours before someone would be out to assist me and the tow truck driver was there in less than an hour. My truck was inside a small shed, with no room for error. Snow drifts were another obstacle. He had to put chains on and shovel a pathway. He conquered all obstacles with a smile on his face and in a timely manner. He made my stressful struggle a breeze. I was very pleased.
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.