AAA Roadside Assistance - Page 2

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1.9 out of 5, based on 10 ratings and
53 reviews & complaints.

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Don't Call Them If There's An Emergency
Posted by on
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 f^kin 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.

AAA Compromises Member Safety
Posted by on
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.
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AAA - Sells Wrong Battery Then Does Not Back It Up
Posted by on
Rating: 1/51
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.
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Stuck for Hours Without Any AAA Emergency Service Assistance
Posted by on
Rating: 1/51
VERNON, NEW JERSEY -- I returned to my car after a morning of skiing to find that the rear driver-side tire was flat. I called AAA at 1:25 pm. I was told that the window for service (4 hours) was til 5:25 pm. At 2:30, I called and received the message that there were 4 service calls before me and 5:30 was still the service window. I called again at 3:30 and received the message that there were still 4 service calls before me and 5:30 was still my service window. It was about 15 degrees at 1:25 pm and that was the high for the day !!! At that point, I walked back to the Mountain Creek Resort seeking help. They put air in the affected tire (i.e. which had a nail in it) and called a local service station (I mile away) to let them know I was coming quickly. The tire was repaired and I drove home at 5:00 pm NO THANKS TO AAA. Oh, AAA called me at 5:45 pm to let me know that there would be an additional DELAY !!! Really ??? AAA should spend less money on promotional materials and more on paying the tow truck companies. Maybe then they would actually show up !!!
Great Service
Posted by on
Rating: 5/51
DENVER, COLORADO -- Traveling through Denver in August on a Sunday afternoon on a family trip out west, had a tire failure ( blow out on 3 wk old set of tires with less than 500 miles on them, and no they were not cheap set, major U.S. brand and top of their line!). Lucky for us we had just pulled off interstate and slowed to under 30 mph when right front tire blew. Called AAA and before we could move enough luggage to get to spare their guy showed up and took over, very professional and friendly. On our way in minutes!
He also told us where our make of tire dealers where and would be open on a Sunday afternoon. What great service, and tire dealer had what we needed and just as good service. Only lost a couple of hours and easily made night's destination. What a great AAA experience, don't leave home without it! ( Got refund on tire to boot)
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AAA Charged $480 On Towing
Posted by on
Rating: 3/51
STATEN ISLAND, NEW YORK -- I was involved in car trouble on May 28 2013. I called AAA for the towing service. It was after 6 pm; the auto body shop was closed so the towing company took my car to their yard and delivered the next morning to the Auto shop which was approx. 15 miles (together distance from the accident scene to the towing overnight then to the Body shop). The towing company charged $480 to my Auto Insurance. I called AAA to try to verify why the fee has to come out of my pocket (which would be paid by my insurance). Don't they understand that there's bills to be paid?

I'm not here to back talk AAA in any way, but sometimes enough is enough, and the services can be shady at times.

So I cancelled them and moved to another emergency roadside service that not only provides 24/7 assistance, but it's free (Free towing, tire replacement, battery, lockSmith, just to name some of many), and I'm also saving money on car maintenance for just $20/month.

So now I'm saving money, and I'm covered as well as my friends and family (they can still reap the benefits as long as I'm with them). That's basically my overall experience.
Have Seen Good Service for others..BUT MINE WAS HORRIBLE
Posted by on
NEW JERSEY -- Just joined AAA Roadside Premier Membership, Have seen it work for friends and family with 100% satisfaction. Had a home lock out request - AAA failed tremendously!! Really BAD. Ended up breaking a window to get in. AAA Response - about 20 "sorrys" - "I should have gone to a neighbor" (they do not have a key) "You should have called the police" ---isn't that why I have AAA and what I paid for (Police are busy)

Now I am out $300.00 to replace broken window.

I was only a member for 1 (one) week. "sorry - our policy is no refund..goodbye"

Called again - they cancel member ship - will get membership fee back within 7-10 days --BUT will not refund "enrollment fee"

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The Don't Care How Long You Are Waiting!!
Posted by on
Rating: 2/51
BOONTON, NEW JERSEY -- I've been a member for several years and have only needed their service a few times in the past. This past week I needed their service,but it was a nightmare.

What is the point of paying for a service that doesn't come through as they should? After getting a flat tire on the middle of a very busy highway, the lady on the phone assured me someone would be there within a thirty to thirty five minute time span. OK, that sounds reasonable. As I waited there several people offered to help me, I assured them AAA is on their way. Well I should have taken the help because after an hour of waiting AAA still had not arrived! I called the dispatcher again he told me someone should be there within twenty minutes. What happened to the time I was originally given? I complained to the man on the phone. His response "I agree with you." What?? Apparently that is just an estimated time! Well thanks a time it would be easier to have one of those nice people to help me.I would rather give them my money then a company that doesn't follow through appropriately!
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AAA Roadside Assistance SUCKS
Posted by on
Rating: 1/51
ROCKY RIVER, OHIO -- I've had the AAA "Plus" service for one year and used it a total of 3 times. In the last two instances, it was a NIGHTMARE. In the first instance, I simply ran out of gas and was stuck halfway in traffic and halfway in a driveway. I told them of my plight and BEGGED them to send someone quickly before I got rear ended. They made me wait for 2 SOLID HOURS. By the time the driver got there, my battery was dead because my flashers were on for TWO HOURS. (btw, the weather was balmy and there were no major traffic issues that night).

Tonight, my battery died and AGAIN, I waited for 2 SOLID HOURS. When I called dispatch and expressed frustration, they hung up on me. When the driver arrived I found that they had only called him 23 minutes earlier!! They tried to blame him for the wait and he bitterly complained to "dispatch" as well. Again, there were no weather issues that would necessitate the UNREASONABLE wait time.

I will NOT renew my membership as this company is a RIP OFF. I shudder to think what would have happened if I was on the interstate. They are the WORST.
Staffed by Moe, Larry & Curly
Posted by on
PO BOX 3545, PORTLAND, MAINE -- I signed up for their roadside protection plan in NH. Having left the lights on on my bike in the area of Lowell Ma. I called the number on my plastic card. The guy tells me that I've called the wrong office & he's providing me with the correct # to call. I'm on a bike, it's raining and I don't have pen & paper to hand. So he connects me to the right office. The guy answering in the Merrimack Valley office tells me that they don't cover motorcycles. I tell him that yes they do and they will get me a jump start. He checks on it, comes back & tells me that I was right, AAA does provide coverage to bikes. Only they've made no provisions for such in the Merrimack Valley area so it's entirely up to me to get a tow truck out there on my own. After that they'll review the bill I've paid for & consider paying it. I tell him that it's pouring rain out there, that I don't have a phone book in front of me and that all I need is a jump start. "Oh, hold on" he says. 4 minutes of blank silence later I hang up. An 11 minute call.
I call back. Of course I called the "wrong office" again only this time it's stated as if I'm personally out to get them. I get transferred to the No. Andover, Ma, office. This is 8:25 pm by now. It's raining. After being told that they have no provisions to service bikes I get hold of a supervisor. I explain (again) that I only need a jump start. She promises to call me back in a few minutes when she has arranged for a truck to get out to me. About 9:25 a guy stops with some rusty jumper cables. My bike is running in less than 2 minutes. I call AAA to let them know. They tell me that my call for assistance has already been cancelled!
At home, at 10:00 pm the supervisor calls me to tell me that the truck they sent can't find me. I explain to her that it's been an hour & a half since I called. "I know" she says "but I needed to find a tow truck specializing in motorcycles". I ask her why because as I had initially told her I just needed a jumpstart which was provided to me by a stranger.
The entire experience was pretty disgusting.
Peter de Pontbriand
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