AAA Complaint - AAA Compromises Member Safety
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.
5:45am--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.