HOUSTON, TEXAS -- Good afternoon, on February 23rd of 2019 I signed up for AAA to obtain their services. I did not have a clear understanding of the services provided so I called them to be explained and see if I could use their services since I was in need of them. Willing to save a little money but also aware that any services have a cost. When I called the lady on the phone, told me they could not assist me with providing me the services since I had to wait a 7 days before using the services.
Since I was not aware of this, I told them to please cancel the services since they were asking me to pay 9 dollars per mile and I was 50 miles away from home. I decided it was no saving, that I might as well call the towing services and paid $150. Whenever I was on the phone they transfer me over to a different department to help me with my refund. I was told that I would be refunded in 3 business days and that my cancellation had been processed.
Here we are on March 12 of 2019 and no refund has been given to me. Today when I called at 6 pm I was transferred to Ashley a supervisor and was told that they couldn't refund me because their monthly services cannot be refunded (even though I made no use of the services and I was advised I would be refunded on 2/23/2019) she advised me that they would coach the person that took my call. But they couldn't help me with my request. It is sad that companies like this take your money and lie about services to get you to sign up.
Save your selves the bad services and customer service this company provides and take your money to a company that will honor what they say. I was not given a refund and am sure since they are a big company they won't care about reviews but I hope this can be of help to some people. Hopefully this time my cancellation has been processed and I won't get charge another month for no services provided.
ALLENTOWN, PENNSYLVANIA -- Last night I found myself in a precarious situation. The car was in ditch, tires blown, not a possibility of assisting myself. I called AAA, a company that never seems to fail when it comes to cashing my checks when paying for service for 5 members of my family. However, at 11:15 when a call is made for a tow truck I am told the truck will be there no later than 12:38... Fantastic, we will wait. The police arrived, said as long as AAA was on the way, they would leave. I receive a call around 12:20 am stating that the first tow truck was not going to make it, they would call back when a 2nd truck was found.
At 12:40 am I call back and I am told via message that my "ETA" was now 1:58am with the name of the towing company given to me. I call back to see if there is something that can be done a little quicker... The representative said "the company that the automated machine told you was coming had not called back yet, but when they did they would let me know". The gentleman did say we are actively trying to find another option.
Now I start to realize I could be sitting here all night. It is at this point I call the towing company directly myself. They told me that they never received a call from AAA but would not be able to help because their truck was on its way to Wilkes Berra Pa. I call AAA back, needless to say I was losing my patience. I spoke to the women who originally called to push back the original time. I asked how it is possible, their automated machine told me 2am for a particular towing company but that towing company said they never received a call. She said she spoke to the towing company herself, and they told her 2am.
I asked about the other towing companies trying to be contacted and she said "we are doing that as well"... But then later in our conversation she said "we only have one towing service for each area and the one we use for your area is busy, so this will take a long time." This is the point my head felt like it was about to explode. I told them to cancel the whole thing. I put a towel in the window, left a note on the car I would deal with it in the am.
My assumption is that the service I pay for is exactly what it states, "EMERGENCY" roadside assistance provider. However, I do my part by paying for the service, my checks never bounce, nor do I ever say the check won't be there on time, I have not used the service in years, and when I am in an emergency situation they feel "we have one tow truck and they are not available" is an acceptable response at 1:30 am. I equate it to having a lawyer on retainer, you pay that lawyer to be ready in case they are needed, and when that time comes the lawyer says they are not available.
I am not certain how much money my wife has paid for this service, but my feeling is this company's definition of "emergency roadside assistance" is actually, "we may or may nor be able to help out depending on the availability of the ONE tow truck company we deal with..." I was naive, I assumed they had multiple agreements with multiple towing companies who remained on call like a Dr. I never knew it was one towing company for each area.
FLORIDA -- Imagine being a member of A.A.A for 33 years then you call for a tow before 6PM and 4 hours later STILL waiting. This is Sarasota FL, not Timbuktu. Then was told 9:10PM. Called again at 9:35 PM and waiting another 10 minutes to SPEAK to someone then put on hold waiting 10+ minutes for info THEN being told it will be ANOTHER 45 minutes before tow truck arrives. This company WILL nosedive like so many other 'big' companies run by greedy idiots at the top. Save YOUR Money. AAA membership is WORTHLESS apparently.
MT.ORAB OHIO -- I got AAA on all Vehicles in my name or I cosigned for 3 vehicles, mine and my 2 children and both my child do travel and go to school about an hr away from home. We have used their help in the past and I was only Present once when it was the car I drive. When my daughter called for help She got a mass run around That I need to be there with the driver's license and the vehicle. And they needed to get review for that car to be serviced. That car is listed on my membership. I am the cosigner on that car. Then when I called because they wouldn't talk to her for them to go there why my pregnant daughter age 20 sat in the car somewhere in Dayton Ohio with a flat waiting for help. I was unable to help her. They wanted to see the title of the car, my driver's license when they got there.
I was an over an hr away. Never before have I had this problem. I am a single mom. I spent money for this service so if I could not get to my children in a time of need I could depend on them to help get them back on the move and help me help them. After this I don't need their service or headache. I ended up leaving work driving 2 hrs to jack a car up, take off a tire and rim, find a tire place, buy a tire and have put on the rim then drove back to the car, put it on the car.
She Punctured it in the sidewall so she need a new tire. After this 6 hr day in the rain & loss of pay. I don't want or need this service. Not one I can't count on to help me or my children in a time of need to help me or my children in a time of need. I never had this problem nor have I been there at the time of service every time we have call. We have only used them 3 time in two years. I will not be renewing my membership.
ANN ARBOR, MICHIGAN -- AAA phone greeting states that they're committed to customer satisfaction. They're not. Called AAA at 6:03PM for jumpstart for dead battery. Membership was lapsed so had to reinstate ($52.00). After reinstating the rep said there'd be another $50 charge for "Same Day Service", told me if I can wait 3 days that wouldn't apply. I couldn't wait.
AAA gave me arrival time of 7:03PM. After approx. 20 minutes I called Big House Towing to check status. BHT told me the driver had a couple stops ahead of me and they didn't know when I could expect the assistance. I checked the AAA app and it showed "Dispatched", but did not show "En Route". At approx. 6:50PM I called again, same story, couldn't tell me ETA. AAA app still not showing "En Route". At around 7:30PM I ordered an UBER in hopes they'd give me a jumpstart. UBER arrived in about 3 minutes, the driver gave me a jump, cost : $4.65. Then BHT finally showed up at 7:41PM, told the guy I didn't need help at that point.
Driving home I called AAA to ask for a refund of the $50 and to cancel the membership. Put on hold for over 15 minutes, I hung up on premise that no one was available to hear the request. Called back today and went around with 2 individuals that told me it's my fault because I didn't cancel the call before BHT arrived, and I get no refund. Finally a supervisor said she's send the request to Refunds and I MIGHT get a check in the mail for the $50, but not the membership ($52.00). I asked if I could receive a determination of the refund and she said NO, just look for a letter in 2 weeks or so. AAA has descended into A SCAM.
1970, MINNESOTA -- Had 2 calls in 1 night. 1st call, blew a tire, pulled over. Couldn't get lug nuts off so called for help. After waiting on hold for 20 minutes, got someone who couldn't find my location and he FINALLY sent a tow truck saying it would be 45 minutes. Tow truck was there in less than 10 and said the guy was trying to send them somewhere 30 miles away, but he could hear the call and when I said I was on 301 next to the PRISON he knew where I was. Got the tire changed and away I went heading home at a whopping 25 mph. About 20 miles later, the donut tire blew out. I was able to pull off the highway safely and, being out of spare tires I needed a tow. I was about 45 minutes from home and squarely between 2 small towns.
Called and spent another 10 minutes on hold. Got an agent who said that she couldn't find me on Google Maps and that 73rd St did not exist. I told her I was standing there looking at the road sign. Told her my phone was about out of minutes and I was going to lose her. She put me on hold. Comes back. I ask her if she is dispatching a tow truck. Not yet.... she needs an address to tow it to. DUH>... I have no idea.... wherever I can get a tire. She says nothing will be open at this time. I say, fine, we can tow it home.
She tells me that there is a 5 mile maximum and after that it is $50 A MILE. I remind her I am almost out of minutes, tell her I am going to lose her soon. Tell her to send a tow truck out of Little Falls tell him it is Hwy 10 and 73rd St and we will figure out where to tow to when he gets there. Give her the make/model/color of the car. She puts me on hold AGAIN. Comes back and tells me she wants to send me a link to click so she can locate me. I tell her this phone has no data. She puts me on hold AGAIN. Call drops. I wait.
Meanwhile, I text my husband who is out on a lake, tell him my location and that I'm stranded - need tire or tow truck. He gets off lake, gets text, gets tire and drives 45 minutes to get me. Time stranded = 3 HOURS. AAA never showed up. Put minutes on the phone today and find no return call or text was even attempted. The agent knew where I was and what I needed and sent NOTHING. I'd give negative stars if I could. They SUCK!
NEW YORK -- Locked out of my car, my key fob stopped working. My phone in the car along with groceries. It was at 9 pm, at a Rite Aid in a sort of country setting, the store was closing and a worker let me borrow her phone to call roadside assistance from AAA. The first female representative talked in sort of a jive street talk, and I didn't really think she understood the village-road-area I was stuck at. Anyways, I waited. Meanwhile, Rite Aid closed, and all the employees left. Shortly after, the lights went out.
By now, the temperature had fell into the low 30's and all I had was a thin hoodie, so it was getting nippy. After an hour of waiting and waiting and pacing....nobody had come. So I decided to walk about 600 yards across the large grassy area and the 4 lane route 12 to a convenience store, a 'K' store which I knew closed at 11 pm. I asked a worker if I could borrow a phone, so he let me have the store phone and I called AAA back.
I was greeted with a surly like 'what do you want' attitude by another sullen sounding female. She asked me for all my info and I gave it. She very sullen sounding, put me on hold numerous times. Finally she says that 'there aint no record of you calling', then, puts me on hold again. Then, another female comes on the line, again, asks me for all my info, she cannot understand where I am calling from.
I'm like WTF!!!! Then, I am put on hold. Then, yet another female comes on the line and tells me that 'my emergency call didn't go through'. And what is your phone #? I'm like WTF!!!! I tell her that my phone is locked in my car. By now, the convenience store is about to close, then finally the woman on the phone says 'they will be there in 5 minutes'. They did come, and even the tech who got me into my car said. That the roadside assistance phone people are awful. Awful. Totally ignorant. I agree. The incomprehensible incompetence of these people blew me away. AAA Roadside Assistance is NOT WHAT IT USED TO BE. Where are these people being hired from? DONE with AAA.
WAYNBESBORO, VIRGINIA -- We had a flat tire on our pickup, and had a load of apples on the back. I called AAA, and first, the operator kept trying to tell me that I was in a different location from where we actually were! When the service vehicle arrived, the guy took one look at the apples and said "We don't service loaded vehicles." And he drove off! Didn't offer to help in any way!!! When we called to cancel our membership, first we were told that we would receive a refund, then, during a second call, were told that AAA does not refund memberships if you call to cancel. Beware!!!
LOS ANGELES, CALIFORNIA -- Got a flat tire in rush hour traffic partially blocking one lane so I immediately called AAA and the operator dragged the call for at least 10 minutes with unnecessary questions and made it clear to her that assistance was needed asap, (I was very respectful and patient with her btw), an hour passes by and I call back she hadn't put in the request and was told I needed to wait another hour, that's when I let them have, seemed that that was needed because half hour later the tow truck showed up, anyway, AAA as an insurance provider is awful as well but that's another topic.
HUNTINGTON, WEST VIRGINIA -- I called because I accidentally left my keys in my car. I called six different times and had to insert my premium card number every time and recite it to numerous incompetent receptionists. One woman (Erica) hung up on me in the middle of my call. Initially notified them at 1:25 and waited until 4:00 AM to let me into my own vehicle. The customer service was horrendous and they treated me like I was trash (and I'm a premium member). Worst service I've experienced in my entire life. They'll patch you through to twelve different people and you'll have to reexplain the situation until you want to peel your fingernails off. I had to tell them my location nine different times before they called dispatch.
The only redeemable part of their service is the kind people not on the receiving end of your phone call that actually know how to help in the situation but the retarded receptionists don't know how to contact them until 50 min after your first phone call. Said he'd be there in 30 min and it took several hours. Thank God Trevor (the man who actually physically came to help) knew what he was doing or I'd be in deep trouble still. WOULD NOT RECOMMEND PREMIUM.