MIAMI, FLORIDA -- Going from Naples to pick up an airplane in Miami on the evening of August 24 my car got a flat tire, call AAA and they told me to wait 30 to 45 minutes, two hours later they call me back to tell me that they was very sorry but there were no tow truck available in all South East Florida to take care of my car, I decided to go to my parking place riding on the flat tire (close to midnight) because my flight was on 6:00 am. I'd begin a complaint with AAA reclaiming the expenses needed to replace the tire and the rim I'd destroy it trying to get to my parking place in Miami.
After three months of giving me the runaround and no answering phones, finally I'd received a letter saying that they are not responsible for the damage caused to my truck and I am not receiving any compensation because they utilize third party trucks and are not responsible when things go wrong.
My question is, AAA is a company who supposedly is nationwide available to tow your vehicle when needed, if they are not responsible for not having tow trucks available, why do I have to pay $124 a year for having a service they can't provide? The cost of replacing rim and tire of my pickup truck was $224.00.
LOS ANGELES, CALIFORNIA -- I'm leaving for a road trip. My car is in great shape but I figured I'd pony up for AAA for peace of mind. I do all my own service work but AAA has a monopoly on tow trucks across the US - better safe than sorry. Called to find out that new member services are closed until Monday and that even if I signed up today the service doesn't go into effect for a week! AND I have to have the crap plan for 90 days before I can buy a service package that might actually help me if I had a problem on a trip farther away than the grocery store. What the hell do I need AAA for then? Their monopoly on roadside assistance and exclusionary business practice should be illegal.
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.)
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.
HOUSTON, TEXAS -- I had the misfortune of needing to use AAA service for the first time, despite being a customer on and off for many years. It was an eye opener. I placed a call at 9:50 pm Thursday night, and was promised to have a tow truck there within 25 minutes to help me with a blown tire after hitting some road debris on a busy street in a nice area of North Houston.
An hour later, a guy shows up in a small car with some limited tools that couldn't get the job done. He and I let AAA know that I needed a tow truck. I got a call back saying help will be there in 15 minutes. An hour and a half later, the tow truck showed up. The driver told me he was late because he had to go to a call on the other side of Houston first, even though he was close to me. That was at 1 am. Seriously, for what we pay, AAA has too few drivers on call to where I had to wait in the middle of the night, in America's 4th largest city.
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 membership - will get membership fee back within 7-10 days --BUT will not refund "enrollment fee".
MOUNT VERNON, NEW YORK -- I have had two negative experiences with AAA, both involving needing a tow. First, when you call AAA you will be waiting for hours even though they ask a million questions to "ensure" they get the right location and equipment to tow your car. That does not necessarily mean that info will get translated to the person driving the tow truck. Then as you wait for hours and hours you may get a driver who is going to ask "upfront" for a tip because of some "inconveniences" he experienced getting to you or hitching your car etc... AAA is useless.
PAWTUCKET, LOUISIANA -- I called Saturday at 7:00 pm, reported a flat tire and needed assistance. They said somebody would be out by 10:00. When they got here, they said their service jack wasn't big enough and to call in the morning and request a tow truck to lift the back of the truck. So, I did and the girl assured me it would be taken care of. She told me the truck would be here by 10:00 am which it was, but it wasn't a tow truck. It was the same truck as the night before and the driver told me they don't do work vans unless I remove all the weight.
I asked him "what I'm supposed to do with all my parts, put them in the snow?" They were mostly light parts electronic boards, etc. So, I called the girl back at AAA and told her to refund my money. This policy is a joke and this was the first time I ever needed them and they can't do anything. They didn't tell me this when I took the policy out.
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.