SAN ANTONIO, TEXAS -- I have booked 2 trips through AAA Travel and have had problems on both occasions. This first trip was 12/11 to Costa Rica. We booked the trip months in advance and worked personally with an agent. We were specific about our seat assignment requests & when we tried to confirm our trip we discovered the agent had failed to book our seats as requested.
I thought I would take matters into my own hands & purchased airline tickets through AAA website in March for a trip in July. I selected my seat assignments & received confirmation from AAA Travel. I received a flight change notice by email 4/16/12 & again my seat assignments were listed. I had a question about luggage & went online to research with the airlines only to discover my seats were "UNASSIGNED". I immediately called AAA travel agents and received a run around with blame being placed on the airline.
I felt if there was a problem with my seat selection then I should have been informed of the change by AAA as they had all my contact information. AAA Travel indicated that I would have been given a seat a check in, then why would I have bothered with the months of pre planning. I selected those seats specifically to be near other family members traveling as well as a way to accommodate tall travelers. What seat selections would I have been offered at the ticket counter?? I do not consider this service I consider this misrepresentation.
AAA Travel communicated with me on two occasions and on each occasion confirmed my prior seat selections. Had I not checked myself, I would have been left out in the cold. I will never use AAA Travel service again & I recommend no one else trust this company. As a result I have had to pay up-charges to try to get near the seats previously chosen months ago.
HILBERT, WISCONSIN -- I am not sure if my last complaint was sent or not because I accidentally hit a wrong key. The reason for my complaint is this afternoon when I left work I had a flat tire and called AAA for assistance. The person who answered my call was very polite and was trying to be helpful. He told me he would check on getting service to me I waited 15 minutes and he came back on line and said he couldn't find anyone yet who could assist me and then put me on hold again for another 10 or 15 minutes and told me he would have someone call me back when they found someone who could assist me.
I then waited another 10 minutes and was told they were still checking after another 5 or 10 minutes was told it would be 90 minutes to 2 hours before anyone could come out and help me. I realize this was only a flat tire but I couldn't change it myself and besides I do have road side assistance. I then went back into my place of work and got someone to help me out. Now I took this person off their job to help me change the tire.
How would you as an employer like it if a person left their job you were paying them to do left their job to change a tire. Besides when there is an AAA provider just 6 miles from where I work but they were to busy to do what I pay for. I could be understanding if there was a snow storm going on and they were helping people out and not just doing the things in their shops. I am a paying customer and should be given some consideration as well.
This isn't the only time this has happened about 6 months ago when my husband's truck broke down someone from 30 miles had to come out and tow his truck back 6 miles from where he broke down because anyone else closer was too busy. I really feel that if I was out somewhere that I didn't know the area then what would happen? Or maybe I need to understand you system better. I do know that I did get kind of rude to the dispatchers and know that it isn't their fault but the people who are supposed to be AAA assistance should be more responsible for doing their jobs because I am sure they are being paid for it.
COLUMBIA, SOUTH CAROLINA -- Last month I dropped my 2008 Hyundai Sonata off for an oil change at The AAA auto center at Sandhill Village in Columbia SC. I work at the village, so it is easy having my car serviced with this AAA. At lunch, I returned to pick up my car and was told that one of the service advisors wanted to speak with me. He sat down with me and started to go over services that my car need.
They were: Coolant Flush and Fill (My PH was beyond the freezing/ boiling point), Fuel Injection Service (He showed me a dirty c tip that was covered with grease), Transmission Service (He showed me a dirty brown speck on a booklet), New battery (My battery was rated at 600 CCA, but was now only 525 CCA), Power Steering replacement (Again he showed me a dirty brown speck on a booklet). He then asked me if I wanted to take care of these services today at a total cost of $645.00.
My 2008 Hyundai Sonata is just under 3 years old with only 28000 miles on it, so I declined. This horse and pony show took 15 minutes so I missed my lunch. As I was checking out, I overheard the manager asking his service advisor if he had gotten anywhere with this (in other work was he able to rip me off for $645.00 on services that I did not need).
When I got home, I opened my service manual and this is what I found for scheduled service for my 2008 Hyundai Sonata with 28000 miles: Oil Change every 5K; Transmission Service at 90k – Hyundai uses a fluid that last for 90K; Flush Cooling System at 120K – again Hyundai uses a fluid that last that long; Brake Fluid at 120K; Power Steering fluid – no need to change; Fuel injection Service – not needed unless engine is running poorly (My engine runs new); Battery – when it stops charging or about every 6 years to be on the safe side. Also, I did find my tire were at 25 so they need air. After all that, they missed filling my tires to 30.
If I did indeed need the service that AAA suggested, the price of $645 was higher than what I would have had to pay at my dealership. And there I would have had a certified trained Hyundai technician, not some kid that look like he was right out of high school, doing these repairs. I will not be coming back AAA for service or renewing my membership. It is not the same AAA that I remember 25 years ago.
I have been a long time member of AAA. My Members Plus membership has expired in 2009. I have not received any mails letting me know in terms of renewal. I talked to several people within their customer relations department and not one person has tried to help me. All I wanted to do was regain the status of my prior membership. It is not like I was out of membership for 2 or three years, it was 2009 it ended and it is now 2010.
Instead of keeping me as a loyal customer they are willing to just let me go. I am not calling for service but just to renew. This company doesn't seem to understand that there are many competitors out there and that they should try and retain their loyal customer base. I even told them that I would renew for multiple years but instead of this they said absolutely not and that they would only let me enroll as a new customer.
With the rise of Onstar, and auto insurance member services, along with other competitors you would think that they would want to retain members such as myself. But instead they have lost yet another person who was willing to stay/pay, who will now take advantage of other avenues that offer their same main benefits. Great Job AAA in hiring people that do not know how to retain your customer base. Great Job AAA in now pissing off someone who will be extremely vocal about this error in judgment.
Please note that this is a recession and people are extremely frugal in how and whom they chose to give their money to. If this does not correct itself in a couple days I will begin a relentless campaign to spread the word of your horrible customer relations and policies blocking loyal consumers with good intentions from renewing their memberships without penalty. I hope this makes it up to the top of the organization and if this messages doesn't I will be sure to do it myself. Thanks for nothing.
IRVING, TEXAS -- On July 15 submitted an online quote to AAA for auto and renter's insurance. Received a call from a AAA agent. We went over the policy terms and she gave me a quote. Because my AAA auto membership already expired she told me she could renew it for me at a discount so I gave her my debit card info to withdraw for membership fee. After the policy was finalized she sent me a copy to sign online. I noticed some of the policy terms were changed or removed, like rental reimbursement and refused to sign.
I asked her about this and she said she has to have the policy exactly like my current one. I told her these terms are on my current policy. She disagreed. I had to have my insurance agent fax her a copy of my current insurance policy. Prior to all of this she had me on a conference call with my current agent (something I never went through with other insurance companies). Her response was that she did overlooked it but now that I wanted the terms adjusted my quote was going to have to increase. Sounded to me like bait and switch.
We went back and forth on policy changes. She was really pushing hard for me to sign but I did not like how she kept changing my policy terms and increasing my quote. On July 21 funds were withdrawn from my account for insurance. I requested a flat cancel and full refund in email and never heard back from her. I called both her and her supervisor. I then called AAA membership and they said I have two active insurance policies and a cancellation and refund was never submitted.
I sent her an email about this and she replied that it was canceled and I should receive a check in the mail. I called AAA membership again and there was no cancellation or refund. I was transferred to an insurance representative who contacted the agent. She was given conflicting responses from both the agent and her supervisor about my cancellation and I had to fax her copies of my email correspondence.
This is aggravating. The only reason I had to change insurance companies was that the current one does not operate in the state of TX. My insurance with them was about to expire on Aug. 12 so I wanted to prepare ahead and to get a policy in place. I never went through this trouble with any other insurance company. Till this day I still have not received a refund. I have been faxing documents to AAA insurance about this cancellation and the faxes are costing me $. I have no problems with AAA membership but their insurance is not up to par.
AAA finally reimbursed me.
DOVER, NEW HAMPSHIRE -- So I just signed up for AAA and was very excited because my car was already dead and stuck at the gym, my starter broke and I needed it towed home so I called AAA and they said it would be 45min. They sent Cass Towing out of Dover, NH. I waited in the freezing cold. The guy finally came and said there wasn't enough room for him to get the truck in there to tow it so I'd have to wait. I went home and waited hours.
Finally called AAA back and they said my car was already parked at my apt., so I went outside in the below zero weather and ran around the parking lot in the dark only to find my car wasn't there. I called AAA back and they said they made a mistake and it would be here shortly. Another hour and the guy finally called saying my car was outside but there was an overage charge of $9.00 for going over the 5 miles and he would only except cash.
I know it's only 4 miles from my apt. to the gym and my boyfriend insisted I didn't pay him, But I paid the guy anyway, as he was writing my receipt he proceeded to ask me to get in the truck with him, and when I said I was all set, he said and I quote "I don't bite, come in my truck with me". I am a young woman alone in the dark. Do you think I'm going to get in a vehicle with a complete stranger?
As my boyfriend map quested the route and I called to complain to AAA, my boyfriend informed me I was correct and it was only 4 miles to the gym. AAA agreed about the distance and said I was overcharged but it would take 5-7 business days for someone to get back to me. I waited, and had to call again a week later and was finally told I'd have to mail in my receipt to them before receiving my refund.
That's BS considering they have all the information on file why delay it any further and make me mail the receipt?! I want my $9.00 back and not have been harassed by the driver! My guess is the driver was trying to score some extra cash before Christmas and take advantage of a new customer. I'll think twice before calling them ever again!
LEOMINSTER, MASSACHUSETTS -- I was on the highway and had a tire go. I placed three phone calls. Each time the person said "Your membership is cancelled.", “You do not have a membership etc.” I explained I didn't have the up to date number but could they find it under my name? And the third person said "You don't have a membership." So then after a long delay I got a supervisor (the 4th person) who was able to find my name and number.
Instead of saying what they did, the inexperienced person should have said "I can't find you in our computer right now." ...instead they made flat untrue statements (3 times – “You don't have a membership.”). I explained I had moved and it was under the new address. We have two different memberships at that address under his and her names.
Now I find out that when they deny your membership they are supposed to say "Do you need the police?" and not one of the 3 did. The supervisor finally found a local policeman after he found my membership in the computer. I was really angry and I said "This happens to young women when they are in a dangerous situation and they get murdered.”
Consequently, I needed to get off the highway and the rim was ruined by the time I stopped. The local policeman was very nice and he moved the car onto a safe side street as I was no longer on the 4 lane divided highway (in a storm).
When I told on 911 that there was a road hazard and I had hit a rock or a brick with my front right tire and asked the State Police to remove the road hazard, the young man said "Do you need emergency assistance?" and I said "It's OK. I have a cellphone and AAA membership." Next time I will know better. That happened to a young woman on the coldest day of the winter; AAA denied she had an up to date membership. My friend and I took her into a warm car, let her use the cellphone, and we were able to get the state police to prioritize her call. Perhaps she was also someone they couldn't find in their computer?
WINSTON SALEM, NORTH CAROLINA -- I went back to AAA because the previous auto repair, actually I remembered later it was just an oil change and check up. So when we took my daughter's car for repair not long ago, it took a day to diagnose, even though the diagnosis was a non-educated guess. The radiator was leaking but they could not be sure that the damage was contained to that. We were at their mercy as she could not drive the car all over in that condition. The price was ridiculous... way over the average cost, once again...our hands were tied. The car was there for 3 days.
First day my daughter called and they said it was being finished up and would be done in a half hour. When we arrived we were told the wrong part came in. Obviously a lie. The next day it was there all day and again my daughter called and they said they were working on it then, would be done end of day... Well... once again, the thermostat came in and it was wrong part.
Furious doesn't even begin to describe the incompetence of the entire repair department. We ended up getting the car back with the radiator replaced only, which by the way had originally came in broken and they had to order another one. I say radiator only because she got it back without a thermostat... a half ass job to say the least.
We... My daughter and I will never go there again. It is extremely troubling, as AAA is a worldwide enterprise and members should feel confident that they if no one else will do an honest and thorough job, no matter what.
I am researching other companies to join for road service... AAA is a dump and the service department we dealt with were at best a bunch of combined liars. They cause great inconvenience to my daughter and to myself. My daughter left her job early after being told the car was ready and I after having surgery made a needless trip to drive her there only to be told it wasn't ready. By the way they had all the phone numbers necessary to contact and let us know and it wasn't done... shame on AAA.
WOBURN, MASSACHUSETTS -- I have had a problem with my Ford pick up that the dealer can find. This has caused the truck to stop running on three occasions. The last being that I am writing about. I broke down in my pick up truck and called AAA for a tow. They asked the make and model and then asked if it has an 8-foot bed. I replied yes. When hearing this answer the AAA employee answered they will not cover pick up trucks with an 8-foot bed.
My reply was that they has towed me two times in the past few months and why am I denied coverage now? Her answer was that the AAA handbook states that these trucks are not covered. I has asked where in the handbook this is stated she put me on hold. After a few minutes her answer was that it may not be in writing but it is an "AAA policy". When I told her that this was un-fair she replied by saying they would send a truck just this one time.
When the truck arrived I thought this would be over and I could move on. I was wrong. The driver looked at my truck and said he could not tow a truck with duel rear wheels. I was very surprised because the truck only has two not four rear wheels. Even though I tried my hardest to convince the driver the number of wheels on my truck was 4 not 6 he said it looks like it "should have duel rear wheels" and he can't tow me.
I called another tow company they understood that there were 4 wheels not 6 and towed me with a similar size flatbed. I paid the $100.00 and went on my way. Beware of AAA if you have a pickup SUV or any other larger vehicle. AAA apparently has some "policies" that they don't tell you about until they cash your check.
SAN JUAN -- I made a reservation through CarRental.com to pick up a car on 12/29 at AAA Car Rental in Puerto Rico, when I went to pick up my car there had no cars available, they said they were waiting for cars to come in. In the meantime there was a lady there who had been waiting for over 2 hours for a car. I asked how long would I have to wait for the next car and they said about 50 mins. I told them I had a closing to go to so I would come back to pick up my car. When I returned they said that I would still have to wait, I reminded them that I was there earlier and wanted to know why they didn't hold the car since I had a reservation and had told them that I was coming back.
Their response was since I wasn't there they gave the car to someone else because they can't assume that I was really coming back. In other words they don't care if you have a reservation or not it's a first come first serve and it's your problem if you don't get a car. If I had stayed to wait for a car I would have missed my closing which meant I would have lost money. The only luck I had was that the realtor I was dealing with drove me back and forth but there were many people there who had just arrived and were stranded with no vehicle and no way of finding a solution. This was a very expensive lesson that I learned.
I will never use this company again. If you need a car in PR stick to the big companies like Enterprise. In my desperation I went to Enterprise and they had cars but they were holding them for people who had reservations. That is how a company should work.