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.
ORLANDO, FLORIDA -- On the way to work I broke down, my brother called AAA Roadside service at 6:30PM from his home to give the location where I was, I then called at 7:00PM to confirm and was told it would be one hour maybe one hour and a half for a fleet truck.
I then get a call from Jeannette AAA that there is a truck in the area and they would assist me in 30 minutes after waiting 1 1/2 hours for a tow. No truck came but as I stood in a very bad area of town now at 9:30PM I happen to notice a AAA fleet truck going pass me hauling another car, then I see another AAA Fleet truck and it is not towing anything, so I called AAA and was told that those trucks were probably not AAA Trucks and told the rep. that it was odd because it said AAA.Com on the side of the fleet trucks.
While talking to her, a man starts banging on my car window, he rode up on his bike, was very scary, and I am yelling at him to leave me alone while the AAA rep is on the phone with me, then another man drives up yelling at me from his truck saying "I drive around all night looking for stranded people and I have a chain and can tow your car." DUH! I have a sports car and a chain will not do nor would I consider being killed. I am terrified and the AAA rep could have cared less, and told me I would have to wait!
I then get a call from a male AAA rep telling me that there was a tow truck 4 miles from me that was doing a jump to a car, odd because 2 hours before I had just drove down the same route and never saw anyone sitting along the road, how did this person get ahead of me in line for HELP! I was told the tow truck had been helping another person for 21 minutes and would be right down to help me.
Sooooo, I wait and I wait and I wait. Then I get another call from AAA telling me it will be another 20 minutes, as it turned out, it took three hours to get the tow truck to me, and another 30 minutes to load up the car and this driver came from a totally different direction and was not 4 miles away from me, this driver told me that there was no excuse for me having to wait three hours for a tow truck, those were his own words.
It was HOT, no bottled water, in a bad area of town, and I had to sit in a locked car for three hours, worked up a migraine headache due to the heat, started vomiting because the heat was so terrible, my clothes were solid WET! During those three hours I had eight men walking by my car, driving by, or on a bike harassing me and it was frightening and AAA did not care.
The day before I called AAA to get a jump start and the man took one hour and a half, I again had to sit in the car for the whole time as it was pouring down rain, yet a safe place and I did not feel threatened, but the driver told me that I had just left something on and ran my battery down that it could not be the fault. In the car, I went to get the battery checked out and they told me it was fine, later being told it was the fault to the car and the man who came the day before told me incorrect information or I would have placed my car in the shop yesterday.
I called my brother in law whom lives in Michigan and he told me that AAA was horrible and if you called for a tow you might have to wait 2-3 hours and he said to go with a company called General Electric that AARP listed it in their monthly magazine and he had been using them for a long time and they have to get help to you within 30 minutes then they call you back to make sure you are safe and happy with the service, AAA did not call me back. My brother in law also told me it was less money with the company he was with.
Also the man driving the tow truck ran not ONE but TWO red lights and I mean they were RED! The lights turned yellow, then turned red and still continued to drive, the 15 mile drive was nerve wracking and horrified me, when I got home I started vomiting all over again of the experience I had waiting and waiting then the ride in the tow truck... GOODBYE TO AAA.
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.
NEW YORK -- Never believe AAA estimated time arrival - it is never correct. I have used AAA many times for its convenience in a emergency but they take hours to come when they supposedly guarantee 30 minutes. The customer service reps will get your address wrong and try to tell you that you must not know where you are. I have never been happy with their service. Cut your losses and pay for a tow. These people are terrible.
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 they could come out, bring tires (since you don't carry a spare in a motor home), 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.
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.
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 DRIVER. 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.
PHOENIX, ARIZONA -- I would like to personally thank Ingrid from Arizona AAA for helping to see the true AAA. Late night 11/13/2008 South Phoenix (a lovely area to be stranded for those of you unfamiliar). My girlfriend and I had the pleasure of contacting AAA for help in a dire situation. Unfortunately we had reached our 4-call limit. We pleaded for help and they let us know that they would charge $65; they would not waive the fee. I asked the kind and compassionate Ingrid if AAA could help us out, making sure that I noted the 10 years of faithful patronage to AAA. She simply said that she would not waive the fee.
I inquired would not or could not. She simply stated that she would not. This lets me know that (A) it was within her power to do so; and (B) that our 10 years did not deem us worthy of a one-time $65 fee waive. I simply stated that AAA couldn't care less about their customers (this statement I believe is strongly supported by all the contact I had with Customer Service).
When Ingrid stated to the contrary, I simply said this was her opportunity to prove that I was wrong. Again she would not offer any other options. I then stated that her refusal to waive a single fee after 10 years was proof that AAA did not care. She snapped at me "You want me to send someone out or not!?!"
I asked for a manager, I was denied. I asked for a manager callback, I was denied. I asked for an employee ID or pin number again. (Surprisingly this time as it is federal law that if they have a badge or ID number, that they provide it if requested. I know I've been in customer service for a long time and have been in fact read the statute by a very savvy customer.)
So there I stood with a pocket full of cash, as they refuse to take credit cards, at midnight in a hotel parking lot in South Phoenix. So please be aware that there are many other options other than AAA and you are only important to them until the letter of the policy has been met, after that you are on your own. If we were on some back country road without $65 in cash, tough darts.
We canceled our AAA, as did my girlfriend's mother (17 years with AAA), my mother (25 years), my brother (3 years), and I even carried my crusade to work and forced my buddy to quit (8 years). They all gave the reason as Ingrid in Arizona. That is 63 years worth of patronage, all for a $65 fee. I hope you will dump AAA as well. Poor customer service should never be rewarded. I hope to cost them at least 1000 years worth of patronage.