ARIZONA -- Our car broke down on a narrow shoulder on a dangerous mountain road, with no cell reception for miles. AAA refused to send a tow truck because we did not remain with the vehicle, even though we came in to a central location on the edge of town where no tow truck could have gotten to the vehicle without driving right past us.
The first thing the call center asks is are you safe, and are there animals or children in the vehicle. It was not a safe location, and we did have animals. But forget all that: HOW ARE YOU SUPPOSED TO GET ROAD SERVICE FROM AAA WHEN YOU HAVE TO LEAVE THE CAR TO MAKE A PHONE CALL??? I'm cancelling my membership.
SYRACUSE, NEW YORK -- AAA is a corrupt company who collects payments and then drops their clients if they make too many claims. The day after Christmas, AAA dropped my mother's insurance. This was after a drunk driver totaled her vehicle. They gave her very little time to choose a new vehicle, and she ended up getting one with faulty suspension, which caused her to injure her leg severely. Her injury required two surgeries, involving 27 Staples, and resulted in a pulmonary embolism. This cost the insurance company more money; however, this claim was a result of their own reluctance to give her a fair deal after the drunk driving incident.
When a drunk driver destroyed her vehicle, which was her prized possession, AAA refused to allow her to repair her car (which cost $3000 less than the total value of the car) and they refused to grant her a reasonable amount of time she to find a new car. As a result, they ended up having to pay for the injuries caused by the faulty suspension in a car she bought solely because she did not have enough time to shop around. Now, they are dropping her insurance. AAA is an unethical company. I am warning everyone I know not to get their insurance or their roadside assistance through this corrupt, immoral company.
TIDEWATER, VIRGINIA -- I called AAA because the transmission in my car died. It's my husband's vehicle and I hadn't noticed that while we had current registration he had not put the sticker on the plate. Tow truck shows up and notices and tells me it's now $200 to tow my car home! So I told him I couldn't afford that and he left me and 3 kids to figure out how to get the car and ourselves home.
Why do I pay for these options if I can't use them? This was also not disclosed during the time of the call. Luckily the person whose driveway I was able to pull into let me keep my car there until I can return with the plate sticker. I also don't blame the driver as I do AAA. He had an order to follow to not allow my car to be towed. I place this solely on AAA.
NEWBURYPORT, MASSACHUSETTS -- My 18-year-old daughter's car suddenly became really slow to drive forward. She immediately pulled the car over in a parking lot and called AAA. After waiting 1.5 hours, the tow truck driver arrived. Although the car obviously had a problem being driven, the driver gets in her car and tries to drive it so it would be easier for him to tow the front wheel drive. The axle makes a crunching sound and the left front wheel gets pulled backwards like it's going to break off. Not the right thing for him to have done. Turned out it was the ball joint.
He gets in his truck and races loudly around the block so he can back up to the rear of the car. He jacks up the front of the car with a really old jack on 2 wheels, attaches the winch and begins to pull the car forward from the rear onto the lift bed on the ground. As it rolls, the jack lists to the side and gets hung up on a crack in the pavement. Only the back tires are on the lift and he can't pull the car any further. He gets outs, lowers the jack, and because the wheel is broken, the car lists to the side and now he can't get the jack out from under the car.
He raises the truck lift so that the back wheels are up off the ground, gets back in the truck, backs it up. The car body moves backwards, but because the front tire is broken, it doesn't move with the car and the tire gets pushed into the forward wheel well. He still can't get the jack out so he gets back in the truck and drives forward. Now the car body is pulled forward but the broken wheel again doesn't move with it. He continues to drive forward so far that I see the body of the wheel well begin to actually bend as it is crushed against the tire.
I yell to him to stop and told him that he's damaging the car. He gets out, lowers the lift bed to the ground, stomps around to the front of the car and pulls the jack out. He jams the jack under a spot in front of the rear axle and jacks the car up so he can take the tire off. But the wheel is broken and stays on the ground. He goes back to the truck and lifts the rear wheels to take pressure off the broken wheel. He tries to take the tire lug nuts off and his tool breaks so he has to get another. He finally removes the tire. He pulls out 2 long pieces of 4x4s and a small one.
He jams them under the broken wheel hub itself, lowers the jack so the hub rests directly on the wood, and I hear the axle and hub make more crunching sounds and it appears that the wheel hub is now getting damaged. He then begins to pull the car forward again as the wheel hub stays stationary and the car body starts to move forward. This is crazy. I told the guy to stop right there.
I called AAA as he begins to try something else. I tell the service representative that this tow truck driver is damaging my car. She says there is nothing she can do, he doesn't work for AAA. I explain that if they don't stop him from causing damage to my car, then AAA is responsible. She asks to speak to the driver. After speaking with her, he gives my phone back to me. She says that he has to get my car off his truck and there's nothing she can do.
I ask when she can have another tow truck there. She says that it will probably be another hour before someone comes. I said that was not OK after already waiting an hour and a half for a guy to damage the car. She says that I have to go to the end of the list of other calls. I ask to speak to a supervisor. She puts me on hold for 17 minutes, then tells me there is no supervisor available. She says she's directing me to a complaint center. Another long wait before someone comes on to ask me about the situation. Meanwhile the guy has pulled my car off the truck, inflicting more damage.
The AAA guy I speak with asks me to describe what happened. He says it sounds like the tow truck driver was doing everything he should have. I said that I watched him bend the wheel well of my car and cause further damage to the wheel hub and axle. He said that he'll have an inspector come out to the mechanic's shop where the car is towed to examine the car in a few days.
When the new tow truck driver comes, he shakes his head at what the other guy has done and says that the first driver has made his job way more difficult. When I told him what happened he said he could see this guy doing it, and that that company doesn't have a good reputation. I watch him use professional tools to jack up the car with a four-wheeled jack and remove the car's front wheel, place a heavy duty and made-for-the purpose metal slider under the body near the broken tire to help slide it forward without the car leaning over where the tire is missing. He pulls the front of the car carefully on to the lift, lifts the car and all is accomplished simply and efficiently.
Days later, when I respond to an AAA message saying they have a report from the inspector and will discuss a resolution, the AAA representative tells me that their inspector has found no damage to the car; any damage he found was already there before the guy did the tow job. He said that my daughter already caused the damage when she pulled over. I told him that my mechanic said that the inspector who came out was very young and inexperienced and had previously been only a tow truck driver. The AAA representative says that the inspector used to work for Geico and is experienced. He says that their review shows that the first tow truck driver did it all well.
I said that I did not agree with their resolution, since I witnessed the guy crush the fender along with other damage to the wheel hub and axle. He will inform the complaint reviewer that I dispute their determination that the truck driver was not at fault. I asked him if they ever contacted the second tow truck driver for his evaluation of what was left by the first driver, but AAA did not. The representative says he will pass along my request and that I do not agree with their resolution. He does not ask for the name and phone number of the second tow truck driver.
Don't waste your money on AAA. You can sign up for roadside assistance through your insurance company for $15/year or call 911 for assistance finding help that you can pay for only when you need it. AAA isn't available everywhere and will take way longer than a call by police to a nearby tow truck company. Another better roadside assistance company is Better World Club, a green company which does not lobby against public transportation like AAA.
OREGON -- On July 18, 2013 I was driving my Ford Cargo van and a small trailer on vacation. Gold prospecting in southern Oregon, I came to a big hill just passed Canyonville on I 5 about 30 miles from Grants Pass. All of sudden I noticed smoke out the back and the truck slowing down, I almost made it to the top. The engine sounded fine but no tranny. I called AAA. I had AAA plus. It was about 3:30 pm they said they would have someone there to tow me soon. The tow truck got there around 5:00 pm. The driver was nice and got me hooked up and towed me to his boss' shop so he could remove my drive line.
We got there after 6:00pm. The mechanic was having trouble removing the drive line. He said he could not do it. The owner shows up at 7:00pm says he is not going to tow me because triple A doesn't pay him enough to tow me to Eugene. He says AAA does not cover box vans or small trailers. He parked my truck across the street on the Hwy shoulder, unhooks me and leaves me. No Water, no nothing. He was a total jerk.
I just paid my AAA plus $171.00 the week earlier to be covered for this. I am a 100% disabled Vietnam vet with several health issues. I had my 4 English bull dogs with me and a Cockatoo. One English bulldog was overheating so bad he was foaming at the mouth and noise badly I didn't think he was going to make it. The owner watched me from across the street smiling and joking and pointing while I was trying to save my dog.
I was on the phone with AAA from 6:30pm to 1:00am trying to get them to tow me. They told me on page 14 part way down there was a small paragraph that said they will not tow box van or utility trailers unless there is a motorcycle in it. I said what booklet? The one we sent you when you first sign up. I said "are you kidding? 15 years ago? You have taken my $171.00 for 15 years and now you're going to let me down when I need you?"
Anyway, 6:30pm to 1:00am to get them to OK the tow on the side of a highway w/ 4 dogs. They called back and said the tow truck will not tow me with the drive line hooked up and I needed to change the right rear trailer tire? (there was 70% tread on it...). I said I would do it in the dark if it meant me getting out of there. I did it in about 45 min. both. With the tools I had with me.
Bill's towing should not be a AAA tow service. Very rude, non caring. Their driver could not apologize enough for the rude behavior of their owner. If you're a AAA member, you should e-mail them first, describe what you'll be doing have them e-mail you back so you have it in writing. They don't cover a lot of dirt roads either (by the way). AAA should give a booklet each time you pay your yearly fee. That's not too unreasonable is it??
DEARBORN, MICHIGAN -- 2-9-13 Same problem as many other posters. My husband was driving my truck home from work when it suddenly broke down and he had to pull to the side of the road. He called me because my name is on the card. I called AAA and they told me I had to be within 15-20 minutes of the vehicle for them to send help. So I throw on some clothes and drive approximately 50 miles to where my husband is stranded.
I called AAA back about ten minutes before I got there. There was no record of my first call. So I am driving and trying to give the agent my info at the same time. Even she cautioned that I take care not to cause an accident. So she tells me she was making me a priority call because I was on the freeway and the tow truck would arrive within an hour. I called back 30 minutes later and she told me the estimated time of arrival had not changed (meaning she lied in the first place).
There is a difference between saying the truck will be there within the hour and in an hour. So I wait the whole hour. No truck and no call (she took my callback number at the outset). When I call them back to ask where is my truck she tells me the ETA has been pushed back another hour. By now my husband has been on the side of the road (it's winter and about 25 degrees) nearly three hours and I've been out there about an hour and a half with big semis whizzing inches past my door. Very scary. She told me the tow company gave some excuse about their long-distance driver not being able to go until 12.
While I am talking to her, I look across the freeway and see one of the companies trucks empty and headed in the other direction. I kid you not. She said she did not know anything about their scheduling or who was ahead of me. So I ask her why didn't they say that up front. When I called back after the first half an hour the agent I talked to told me the truck was en route and expected to arrive on time. So how do we go from that to another 1:20 minute wait? She had no answer so I asked to speak to her manager. She put me on hold about 10 minutes - probably hoping I would hang up. Manager comes on line finally with the same excuses and I went ballistic.
Not only have I been a AAA member 30 years, I pay on time and only file one claim that I recall in 30 years. And this is the best service I can expect - to be left on the side of the freeway in freezing weather for four hours while watching empty tow trucks drive past me. To add insult to injury, she said if she called the police to come and assist me, they might call their own tow company and I would have to pay to get it out of the tow yard. Unbelievable. So then she offers to call another tow company but said it might be a longer wait. I told her I did not care who she called as long as somebody came pronto to help.
The new tow driver also could not get there for 45 minutes but at least he arrived on time and we finally got off the side of the freeway after 4 hours. And don't believe the other post about the insurance being with the car and not the driver in Michigan. I live in Michigan I also was under the impression that my vehicles are covered wherever they need help, whether I am in them or not. I have paid up insurance. If I can provide the card number and give my consent over the phone they ought to be able to do better than say I have to be in the car or else. What the heck am I paying for.
I am seriously looking around for a new carrier. After 30 years! The manager did say she would be filing a complaint on my behalf but what good would that do me if something had happened to us out there on the freeway because they are too negligent to send a tow truck in a timely manner. I could go on about other lapses in service but I think everyone gets the message that AAA will take your money but don't really care if you get good service or not.
I know you get tons of emails and sorts daily, but we have a story and need to get it out. On December 23, 2008 we lost our home to a house fire. It was determined to be electrical after the insurance company did their investigation. Since then the insurance company known as AAA or Member Select since they go by 2 separate names have been horrible to deal with. They put us up in a hotel for 3 months then finally got us into a rental property which they had been paying until now. Since the fire they have been trying everything not to pay us and so finally we hired an attorney.
When we original bought our insurance in April 2008 and only got $172,741 coverage for the house and $129,556 for contents. A month later AAA/Member Select sent us a letter stating that we were in violation of the policy that we had to insure the home for the replacement cost which was $408,000 and $306,000 for contents. We tried to get out of it, but were not able to and had to insure it for the $408,000. Now they are trying to pay less to rebuild even though they made us insure it for that amount by taking out the original oak hardwood floors that we had, oak crown molding, oak doors etc.
In addition our policy ended March 21, 2009 and when they renewed our policy they upped our coverage even more and our premium has doubled, yet they don't want to pay the original amount they made us insure it for. All they have paid out to date is $15,000 on contents and $20,000 on dwelling. $15,000 is not much for 4 people (2 adults and 2 kids) when you have lost everything in a fire. The insurance company hired an independent adjuster to value our home and give a rebuild amount.
The adjuster went back and forth with the insurance company and finally submitted a quote and at the bottom of each page of his quote he state "This is not an accurate quote to rebuild the ** home. This is what the insurance company told me to do and I am don't working for them". So they have not settled on anything.
Then the insurance company AAA or Member Select since they go by 2 names wanted to talk to friends and family so we gave them contact information. Then that wasn't good enough they wanted bank statement and credit card statements and as many receipts as we could get for items we had. We provided them with all that. But as you know most stores don't keep receipts for any amount of time, but we got what we could.
Now as of July 31, 2009 we have no home to live in. They have denied our whole claim and we are having to sue them in court. They have stated they are not going to pay anything out and not cover our living expenses. The only 2 reasons they gave us were 1. When they dug up our property to find the cause of the fire they only dug up one corner of it and only found 2 TV's and they said under oath we stated we had 6 which was true. They said we mislead them and it breaks their contract. Not only did we have 6 TV's but our family and friends verified that when they talked to them.
The 2nd reason why was that they said our bank statements only showed that we brought in $130,000 and our expenses that we spent were over $160,000 and we didn't have enough income for that. They did not take into account our credit cards or loans we had out or any cash we got. We are self employed and we get a lot of clients that pay cash and like we told them all that does not get deposited and any self employed individual will tell you that.
But the bottom line is they denied our claim and now until we settle in court we are homeless. We have 2 children whom are staying with my mother in Missouri because we don't know where we will live. The State Insurance Commissioner told us they are the 4th worst insurance company in the USA and we are learning that the hard way. We honestly don't know what we are going to do and we don't want anyone else to have to go through what we are doing. We are paying AAA or Member Select since they go 2 name $3000.00 a year to insure our property and there is nothing on it. We don't believe they are treating us fair. They have prolonged this every step of the way, now they are just coming up with more and more stuff.
Also we tried to get the local media involved and even provided proof to them but one news station did not even read our documents he just called AAA/Member Select and they told him they offered us $20,000.00 less than what we were insured for and we declined it so that is why they denied our claim. We told them that was a bunch of crap and we have the paperwork stating why they denied us and they told us it was too much to read.
We also contacted our attorney who was shocked they would even lie to the media just to save their butt. We are in need of getting this story out and need all the help we can get. I hope you take the time to read this is look into this. If there is anything you can do we can give our attorneys number and provide documentation for all this. We don't think our attorney is doing all he can be doing. So we are open for advice.
On the evening of March 28, 2011, I was heading home and was sideswiped by a woman who was holding a large pink phone in her left hand and was so engulfed in her telephone conversation that she neither signaled nor paid attention to my truck or the horn of it and changed lanes into it. After she hit my truck she made two other phone calls and never even acknowledged that she had hit my vehicle, asked if I was okay or even got out of her SUV. My SUV has scrub marks along the passenger side, the mirror is damaged and there is a crack in the windshield that has been getting wider as time goes along.
AAA-Texas is her insurance company. The very first time I spoke to the adjuster, she was exceedingly unprofessional and even hung up the telephone in my face. Knowing that to be a sign of impending trouble, I contacted a “supervisor” in Diamond Bar, California who told me that another adjuster would be handling the claim. There was a field adjuster sent out two times to look at the damage done my truck.
Upon his second trip I found out that the original adjuster who hung up in my face was still handling the claim. I took my truck to the body shop who has handled problems like this for over 10 years for me. That body shop produced a repair estimate of $1520.39. After weeks went by, I called to find out what was the delay. As it turned out, the adjuster had sent a draft for $1001.19 to an old post office box that I had not had in years. They made it out to the company that I owned when I first purchased the SUV but had been defunct for years now.
Nobody at AAA-Texas had bothered to call and tell me anything. I was not provided an itemization of the damages that the adjuster had come up with. After months of trying to talk to these people and even drafting a letter to the Texas Department of Insurance, I finally received a copy of their damage itemization. They had shaved off hours of body work and left the windshield damage off altogether! One guy who is supposedly a claims manager is telling the Department of Insurance that the windshield is pre-existing damage but there is no mention of it in the field adjuster's report.
The fact of the matter is that I had a prior accident some months earlier with a woman who ran a stop sign. She had insurance but no driver's license. Because of that, the insurance would not pay. I had the vehicle fixed at my expense and repainted. It had no body damage of any kind prior to being hit by AAA-Texas' insured. When I tried to contact the claims manager to get an email address for a person in claims administration, he too hung up the phone in my face. I promptly relayed that information to the Department of Insurance. He denies having done it.
Even though the accident happened in late March, here we are in September and I haven't gotten the problem alleviated and I am still getting nothing but lies and deceitful practices and information from AAA -Texas. It seems that AAA - Texas is just another insurance company who is very interested in collecting premiums but does everything that it can to avoid paying for the damages and liabilities that they responsible for. Their commercials should be banned from TV because the service that they provide is the absolute worst! My advice to any person looking to insure a car is to choose another company!
On 6/22/11 I purchased two Visa Travel Debit cards (LOW WITHDRAWAL FEES AND NO INTEREST) from an Illinois AAA branch. During the time of purchase I specifically mentioned that I was traveling to Montenegro, Croatia, Italy, Latvia, and Finland. I also specifically told a female employee from whom I purchased travel insurance that I was traveling to Montenegro, Croatia, Italy, Latvia, and Finland. During the time of purchase no mention was made that the travel debit card does not work in Montenegro.
After the purchase I was given the debit card contract and a little card “slot” that has important phone numbers related to the debit card. After review neither one of these makes any mention of the card not working in Montenegro. Considering this, I had no idea that the card would not be functional in Montenegro. One would imagine that a business selling a product would be informed about the details of the product they are selling and this information then conveyed to the individual purchasing the product.
Upon entering Montenegro on 6/25/11 (having no idea that the card would not work) I attempted to use the debit card. Following several attempts it became apparent that the card would not work. As any reasonable traveler I brought with a spare Visa credit card. I had no intent of using this card however considering the circumstances I had no choice. Of course with using a credit card an interest rate is applied to all withdrawals. Despite the much larger withdrawal fee and the interest I had absolutely no choice but to use this credit card during my stay in Montenegro.
After one week in Montenegro the charges that were applied to my “back-up” Visa credit card amounted to $431.56. I spoke with a AAA employee (from the branch where I purchased the card) on 6/27/11. I explained to the employee that upon purchase of the cards I clearly stated where I was traveling. He was unable to provide me with an answer on why I was not told that the card would not work in Montenegro. This individual did however reassure me that “he wants me to be happy” and that “I should enjoy my vacation”. Following my conversation I had the impression that the AAA would offer some assistance upon my return.
Upon my return I again called the AAA branch in question on 7/18/11 and spoke with the same employee that I spoke with on 6/27/11. Despite our conversation where he stated that he wants me to “be happy” and that “I should enjoy my vacation” he was very quick to tell me that his branch was in no way responsible. He stated, “when we sell these cards it is impossible for us to know where the cards will work and where they will not work". I re-read the information that I was given related to the debit cards after I purchased the cards. Within the contract there is nothing mentioned about a branch not being liable since “it is impossible to know where a card will work or not”.
After this conversation I visited ** to see if this is true. After a minute of searching I came upon a page that clearly states that the card cannot be used in Montenegro. I found this information despite the employee telling me that “it is impossible to know where the card works and where it does not work”. Considering the above I have serious problems with the following:
The AAA branch in question sold me a travel debit card without making any mention that the card would not work in Montenegro. Is it not their responsibility to be properly informed about where the card can work and where it does not work? Do they really sell these cards to the public "having no idea where they will work and where they won't work"?
As a loyal AAA customer who comes from a family of loyal AAA customers I expected more help from AAA branch. It is obvious that when I spoke with this employee on 6/27/11 he had no intention of wanting me "to be happy". He was simply interested in getting me off the phone.
Considering that it is posted on ** that these cards do not work in Montenegro it would be unreasonable for me to ask all of the fees that accrued to my credit card due to interest and transaction fees. However, the mistake made by AAA branch in Addison cost me I deserve more than an apology. I am sure that the AAA branch in question will be more careful when they sell these cards... Of course at my expense.
MICHIGAN -- In April my car was hit outside my home by an intoxicated driver. The interesting part was that she was driving a leased vehicle. Now, it's common knowledge that Michigan is a no-fault state. But under this situation, since I was not in my car, the driver would have to pay for everything. Different insurance companies interpret Michigan law in different ways in this circumstance. The other person's insurance company stated that the dealership's company had to pay for the damages. The dealership's company had never heard of this before and suggested I call my insurance agent at AAA.
No one there was familiar with this law either way, so they basically told me they couldn't help me. Here's where I made my mistake - I went under my own policy to have my car fixed. My car was in the shop for over a month, and damages cost up to $10,000. I also ended up paying an additional $400 in rental car fee's that AAA would not cover, since it was not in my policy (regardless of the fact that they would have been recouped for the extra money).
So, in the beginning of June I began the process of recouping my deductible and additional $400. All in all, I was short $800. Again, no one was any help until I got a hold of Centurion Insurance, the dealerships head insurance company. I spoke to a wonderful representative who truly tried to help me in ever way possible. She made the calls to AAA and State Farm (the other person's insurer) to find out who owed the money.
Finally, around late August, AAA transferred my account to their collection agency, TransPak Solutions. I called their representative on 8/28/08, and reviewed all the information they had. Every claim number, every representative's name, phone number and extension. On 9/9/08 the representative from Centurion called and said that she had checks waiting, but could not get a hold of TransPak. I called them on 9/11/08 to follow up on their status, and my call was not returned until 9/19/08.
At that time, I was told that originally they had the wrong claim number from AAA (impossible, since I had review it with them already), and they had the wrong amount. They told me that they would "start" the process with Centurion (obviously they had not been in contact with them), and that in 30 DAYS I could follow up with them. Now, that's just ridiculous!!! A company has my money waiting, checks waiting to be made out, and I'm being told that I can see if TransPak will be ready for that in 30 DAYS!!!
I've been working on this for 3 MONTHS ALREADY! That $800 came out of my own pocket! The blatant disregard for my time and money from my own insurance company has been highly insulting, and I want people to know what terrible service they have. This has been a nightmare from every step, and THEY should have been taking care of this!