Customer Service Scoreboard
Had a vehicle tow to your AAA facility in Huber Heights Ohio. They told me that I needed a new engine for my car. I asked them if they could do a ring job. They said no to the ring job. They also said if I could not afford the 11,000 dollar engine replacement that he could help me sell the car. I had my car towed to the dealership to have a ring job done on 3 cylinders. Your service writer needs to be shown the door. I believe that it is unethical what he was doing!
30 years of membership, buy one battery and you are literally left on your own, because you are honest.
Ever buy a battery (very expensive) and tell you are not using the car every day. They will cancel your warranty and nothing you can do. They sell you a bad battery through a 3rd party and you will be up the creek. Sad and extremely bad customer service.
We've been here at mile marker 126 on I-4 waiting for AAA to send a tow truck since 8:30. It's now past 1:00 a.m. and still no tow truck. I've called AAA about 10 times and no one can confirm an ETA. I was just told that the tow truck that had been dispatched was not coming because the driver had a family emergency. So I guess the nationally renown AAA can't find a tow truck in Daytona Beach to service their customers who have been broken down on a very busy highway in pouring rain while tractor trailers and all sorts of vehicles fly by at speeds more than the speed limit posted. Yes. The renown AAA can't find a second tow truck in Central Florida in nearby locations like Daytona, DeLand, Deltona, Orange City. All large cities with over a hundred tow truck companies. I used to be proud to say I had AAA. Now I'm disgusted. I used to give my nephews and nieces AAA memberships when they got their first cars. I felt it was the best practical gift I could give them and it gave the family peace of mind knowing that in case of a breakdown, they could rely on help coming. After this experience, I am petrified to offer such a gift. Thinking that they could be stranded for this long in such a dangerous location is absolutely petrifying!
First, sadly, there are no friendly, helpful humans involved anymore. There were times in the past that I blessed the person at the other end of the phone at AAA when I needed help in the past. No more. They are gone. In their place is a poorly designed program that will drive you crazy. It also crashes frequently.
It took three days to get help due to AAA technical issues. Day 1, my son called, got a text directing him to a website that said "We're sorry, an unexpected error has occurred. Please try again. If the problem persists, please call AAA." With the phone number listed that just loops you right back to the error message. This happened for about an hour while at the car. Tried again the next day and the same thing happened. On the third day, he was finally able to gain access to the website and filled out all the info. His car was dead and we wanted it towed to a salvage yard. The AAA program put him in the queue with no info on who was responding saying we would get notified when it was our turn. The tow truck company finally called and said that AAA automatically notified them to inform the customer that AAA WOULD NOT COVER THE COST, because it was to a salvage yard. So AAA already knew this hours before and let the tow company know, but not us. We would have made our own arrangements if we had known that rather than wait for hours for AAA to respond. I have been a member of AAA for 17 years, but not any longer. They have eliminated human support and it is just a poorly designed program with inadequate bandwidth. Epic failure on all counts.
Hope their stockholders are happy because their customers are not.
I have been a loyal member of AAA for the past 14 years and have seen their services decline sharply. Today I required a tow only to realize you can't speak to an actual person. All communication is conducted through texting and automated voice messages. It took this pathetic company 2 hours to inform me that I was in the queue and more information would follow. That never happened! I was forced to take action and resolve the situation on my own. Thank goodness I'm resourceful and mechanically inclined. I was able to get myself back on the road without the assistance of AAA in about 4 hours.
This company is not to be trusted or relied upon! If I could assign a negative number to this review, I would. Needless to say, I'm canceling my membership and will seek a competent company who respects and responds to its clientele with "real people" when they're in most need. Do yourself a favor and put in the hard work and research as I plan to do in search of a firm who provides exceptional customer service during the most dangerous and dire circumstances. Goodbye AAA, bankruptcy awaits you!
Good morning! I'm reaching out to you after a 4 Hour wait for assistance from your company to replace a dead battery.
The thing I came away with is your phone centers do not work for people in their 80's who most likely make up the bulk of your membership. I called numerous times only to be met with push this button and that button. When I finally reached a live person, I was told the previous request for assistance did not go through so as a result the total time waiting was 4 HOURS. I had no choice but to sit there and wait.
West Hartford CT
I have warranty through hyundai and aaa does the towing. I called in for a tow and it was on a Tuesday and my car didn't get picked up until Friday evening. I thank God for sending the driver that he did. I could have been stranded on the side of the road somewhere, by myself. I live in Georgia and I see reading the comments that the company is terrible all over. They sent me a gift card and then suspended it. They continue sending out advertising for membership. It is horrible and it is only going to get worse. I will report them to BBB.
I live in Ann Arbo Michigan I request a road side assistance in AAA yesterday they sitill don't come today for 2 days they have the worst service ever I call several times they can't resolve the problem still waiting more than 48 hours I ask them to refund my money they refuse and they are not give me a service iye a scam company they ripe off people money.
My Mom is a recent widow and signed up for AAA this fall, mainly for some roadside assistance security. We tried to utilize the service for the first time this week (1/25/24) and had the worst customer service experience. Short version: no experience with the old-fashioned AAA but the 2024 version will leave you stranded on the side of the road and then be defensive and unhelpful when you reach out to their contact centers for updates (as you wait on the side of the road +4 hours). I'd be glad to provide the full details of this disappointing experience to a AAA Quality rep if they exist and are interested.
I was a member of AAA for 18 years. I did not want my wife and daughter to be stranded on the road. I never needed the services of AAA until the 18th year. The brakes on my Lexus locked up on HWY 66 near Kernersville. My car was dead and was also in the middle of the highway. A severe safety issue. The car would not budge. Cars going both East & West were dodging my car. This was dangerous and a wreck seemed imminent. For the first time in 18 years, I called AAA for help. i made it clear that this situation was dangerous and I needed a tow truck pronto. AAA told me that a tow truck could be there in 2 hours. After 1.5 hours, I called AAA again. But this time I was told that there would be no tow truck coming and I should handle this situation by myself. I asked AAA who in Kernersville could tow my car. I was told that they did not know and GOOD LUCK! Their customer service was beyond abysmal; it was non-existent. I was treated rudely and lied to by AAA. AAA is mismanaged and of no help whatsoever. I vehemently complained for another year, but no one ever returned my calls, emails, texts, or letters. A most despicable abomination indeed.
I received a AAA marketing postcard in the mail recently for a $69.99 Oil change package. The package included a Free Tire Rotation and a Free Digital Vehicle Insight. Sounded good to me!
An appointment was made for November 11, 2024 at 8:00 am. The service rep welcomed me by my name and told me my car would be taken care of promptly. An hour later I was informed that all was ready and I paid my bill. Looking at the bill I noticed I had been charged $79.99 and not the advertised $69.99. I called back to the shop and left a message for Raymond Craig and was told he would call me right back. He never did.
I called again on the 15th of January and asked to speak to Mr. Craig and told him I was charged $10 too much and asked for a credit on my next service. He hung up! Really, he hung up on me for asking for a$10 credit. Now is that how we run businesses in today's world?
Refused service unnecessarily by AAA Driver because of car decals in Short Pump/ Glen Allen Virginia!
On December 22 at 0810...I needed a tow from Arrow Transmission back to my home. AAA Tow Driver "Justin" was my order request number 101126 REFUSED to tow my car because of some bumper stickers and was yelling out "Jesus" and drove off. He closed out the request without service and I had to request another roadside service because he was intolerant of others beliefs and opinions. This violates my constitutional rights and this is discrimination. Filing a class action law suit. This is totally unacceptable and he needs to learn how to tolerate people of other religious backgrounds if you are providing service to the public. Professionalism was not there and he should be reprimanded.
I bought a battery from AAA with 3 year warranty.
On the dealer's multi-point inspection battery failed the test and needed to be replaced.
AAA refused it , because by their test battery passes the test.
Dealer has the best tools to perform any diagnostic correctly.
If dealer's test tells it has to replaced- AAA has honor it.
I have a feeling AAA testing device is calibrated not in favor to the customer ( altered ! ).
I suspect fraud there.
Besides that: AAA technician was extremely rude.
Customer relations never even followed up on my claim
It seems that AAA in Maryland nobody cares about their job, I am waiting to receive towing service, but they can not find the right towing truck to take my RV to a local garage, the first scheduled date no one showed up, I kept calling for updates because they did not call or text me at all. I was gracious and said Okay to rescheduled for the following day, they sent a bed towing truck for small cars!! now they are offering me to reimburse me if I find the towing truck on my own, incredible!! spoke with two supervisors, and both told me they will provide me with updates, it is 7:42, and no word from AAA, the worst. The customer service representatives are rude, and they laugh because I am frustrated and upset. Matthew, Brtittany (Supervisor), Megan, Shanitta (Supervisor) who offered me reimbursement if I find the towing truck on my own.
Then, for what Am I paying membership fees??
I contact AAA at 12:00 PM. I didn't get home until 4 AM. AAA is the worst service ever. They left me and my son on the side of the road for 16 hours and after I told them, I had a child with me it did not phase these unprofessional ignorant people. Please Listen to me people do not waste your time signing up for AAA. They are very unprofessional. They don't know what the hell they are talking about. And when I called and spoke with someone at the complaint center, he was just as ignorant as they customer service team. PLEASE DO NOT USE AAA!!!!
DO NOT USE. I called for a tow at 9:59. Called back 4 times checking status of tow truck. Each time told truck was 10 minutes away. Called final time. Which was 23 hours later. Tow dispatched is coming from 4 hours away. I called a tow truck it arrived within the hour. Stupid people at AAA
AAA left me, a 64 year old woman, stranded all night on a deserted road on a cold autumn night. My car's ball joint broke, and I was told it would be (at midnight) an hour before the tow truck arrived. An hour and a half later (1:30a.m.), I was told it would be 2 more hours. At 3:30a.m., I called again and got voicemail. Fortunately, a cop showed up and having nothing better to do, waited with me. At 4:30a.m., the tow truck driver drove up, slowed down, looked at my car, and drove away. The cop and I were waving our arms, yelling at the driver, but he was already gone. I called again, got voicemail. I called the national emergency number and was told it would be 3 hours before another driver could come help me. Thankfully, the cop allowed me to call their tow truck, which arrived in five minutes, picked up me and my car, and delivered my car to a car repair and me to my home. It cost me $100.
AAA never offered an explanation or an apology. AAA truly sucks.
Very bad experience. I called them and was informed that they had cancelled my membership last month for no reason (my card is on auto renewal so it wasn't that) and had to create a new account just to get my car towed. Luckily, my companion also had AAA and called them. Was told to wait a few minutes. Texted them an hour later and was informed they cancelled our tow truck. Apparently we need to ask them to check if the tow truck was coming or not, instead of them telling us it was cancelled.
AAA is not reliable. They leave you waiting hours on end. THEY DON'T ADVISE YOU THEY CANCELED THE CALL. The pay for tow truck drivers isn't worth it most of the time this is the reason for the long wait times. I've never had a AAA TOW SERVICE CALL REACH ME IN 12 MINUTES OF PLACING INTIAL CALL, NOT EVEN WITH IN AN HOUR.
AAA SUCKS.I was stranded for over four hours last night due to the dumbasses at AAA.I was evidentally in an area they do not servie,but did not advise me.After three hours waiting on a pitch black road with my wife,they finally advised me to arrange my own truck.32 years I have been with AAA,and I am thinking of leaving them.
AAA is absolutely horrible. They have gone down hill EXTREMELY. Customer service representative don't know what they are doing. Their answer is file a complaint. Yah like that does any good. If you ask me look for another roadside assistance company such good sam Unlimited towing services. That is what you need in a emergency. Not incompetent customer service representatives in a stressful time.
On October 6th, my car died on me in the parking lot of a shopping center. Unfortunately, I had to leave my car and pick it up later. I waited for AAA to get a tow truck out o my location on a Friday night :%. I ended up waiting for a few hours (9:45pm), however, when my tow truck driver Dwayne Rhodden showed up being as the perfect southern gentleman I was instantly at ease. He brought me a water because it was extremely humid that evening. He treated my car with such extreme car although she's a classic just like I am. I can never Thank him enough for getting me and my baby home safely and in one piece. AAA - This man is a asset! Don't lose him. Thank you!!
I recently had to find new auto insurance and after researching the best customer service I received ever from a Tiffany Brooks at triple a auto insurance.
When I say best customer service ever I mean anywhere. Tiffany was very friendly knowledgeable. Ty so very much Glynis,Daniel,Ron Wolf
my 83 year old mother had a blow-out this morning in 90+ heat. we had a bunch of food, including ice cream & chicken in the back of my'98 chevy blazer. i am in stage 3 renal failure and overheat in 80 degree weather. i was terrified. much to our surprise Mr Robert Knight pulled up in his wrecker (from Paul's/AAA roadside service) literally within AT MOST FIFTEEN MINUTES and i've never been so happy to see roadside service in my life! he was extremely good at what he did, offered us water, even aired up my spare a bit once on, and we were back on the road long before our ice cream could even melt! AAA, YOU & ROBERT KNIGHT WERE LIFESAVERS TODAY! THANK YOU, THANK YOU, THANK YOU!
I have had excellent experience with AAA RV within the last month!!!
No one in Payson, AZ would touch/work on my 24' Navion. The closest repair shop willing to work on it was 99.1 miles away. I only had to wait a couple hours and they towed me no problem! The tow truck driver was very nice and it was a nice experience!
Hello, I just wanted to write in to compliment, Christopher Richardson, He works out of your Torrance office. Mr. Richardson is so very professional, and thorough, I like how he explained everything re my car insurance, just it was a great experience with him, his customer service skills are amazing. Is there a way to notify him that I phoned in to compliment his excellent customer service skills, I hope so.
With a wait time that i thought no one we ould come but a gem of a guy came thru nd helped me with my lockout. He deserves a raize he had concocted a tool that helped out mylocked car. My key lanyard had caught on a seat..on t way out of my car. ZAC GOT it OPENED ..hooray nice guy. Morgan was very nice nfd helped Zac both were very nice. God bless them . R. Sanchez
I worked for AAA and they were so racist towards me, if you were white you couldn't miss work at all, the managers are awful. they bring their grandkids to work and we barely got trained due to it.. they will deny claims on purpose and the managers make fun of the callers calling in for help, they will review the calls and laugh and make fun of the upset member, they bullied me and treated me like I was a peasant they have four different systems to work out of and it was hard for me to navigate with no training, Benita was my trainer and she brought her grandbaby to work daily!!!! she would leave for hours without clocking out and go do errands
First off a contractor is not an employee. They have a right to decline a call if they wish not to do so. You're so called dispatching system sucks. It will not let you answer a call without coming to a complete stop. Kind of hard to do going down the interstate at 70 mph. Then there is an Accept, Details, Delete Button. Where's the don't accept button? That's forcing a call on a Contractor. I am not an employee. Second there is some days I sit around for a call and don't get one cause it's slow. My employer will not give me work while I am on call for AAA. Then when I get something to do non AAA and you send me a call and I don't accept it you call my employer crying that I am not accepting calls. So when I am not hooked I am not making any money. Dispatchers are always changing status on my tablet when I am IV NA NC to OV. A dispatcher has no right to change a status at no time for any reason. I am allowed to take breaks and lunch when I see to do so. If I am in NA for 30 mins. There is no reason for a dispatcher to change it. Call information is 75% wrong because call takers rush members off the phone to get the time call down and call number up. No one at any time should change a call to another truck once the call is been accepted. Many times I have accepted a call and get OL (ON Location) and the call was taken away for a P2. I understand a P2 is very important. But once again going over 3 mph the tablet locks out until you come to a complete stop. By the way it's against the law to answer a cell phone or and other device if you are a driver of a moving auto. Why do you have area reps? They NEVER EVER return contractors calls. The ONLY time the call is to complain about ETA or not accepting calls. Your device has a GPS on them. AVL knows where I am at. So why is your dispatchers sending messages about update eta? At no time for any reason none what no driver should have any calls stacked on them. Why? Because AVL or dispatchers never know what's going to happen on the current call. Longer load time Problems because member did not give full details of call. Change of tow destination. Yes happens more than you all think. Then you have to call dispatch and argue with them about the eta is going ng to be longer or the next call is going to be too far away. But of course that's your good old AVL. So they say. Yes out of town calls are good. But why can't a fleet truck go out of town. Oh yea that's right you pay them hourly unlike a contractor. you don't want to pay an employee hourly to drive 100 miles when you can get a contractor to do it for free ( The return trip to the area ) Holidays your reps want contractors on call but no extra pay or no calls at all that day because you're paying employees time and 1/2. I have been towing as a contractor for 7 years for my company and for your AAA for about 3 Years. Well it's going to stop soon. Very soon. If I don't see changes on the tablet , dispatches changing status on tablets and more less bullcrap with calls and the good old " AVL " and better work environment. All my call sheets dates hours miles screen shots of nasty messages and voicemails from your EMPLOYEES and TABLET will be going to the LABOR LAW ENFORMANCE OF THE STATE. HOPE TO SEE CHANGES SOON BECAUSE I WILL BE AROUND FOR A LONG TIME TO COME. WITH OR WITHOUT AAA. BTW LOCTATION IS NOT CORRECT
What most do not realize is the Automobile Club of Southern California does not have their own employees running the tow trucks. These are contractors who are often paid anywhere from $15.00 - $28.00 per a call. They can make an incentive which is only based on member surveys which have to be "totally Satisfied" if not they do not make incentive. Most of their towing contractors are of Middle Eastern decent and most are not following the law. Alot of drivers are paid under the table or are paid minimum wage. Yes the person operating a motor vehicle that could easily kill someone is making the same as the kid at Burger King. Many times owners of these companies own other companies with other family members. Their way of doing business is to pay off the AAA personel to try and get ahead in call volume. Some often do not follow the requirements that ACSC (AAA) says that they must do like background checks on employees so you may have a felon towing you without your knowledge. ACSC (AAA) many of their reps know this but turn their head especially if one of these owners are handing them cash, vehicle repairs, cars etc... AAA has hurt so many little towers and will continue as long as they are making the extra buck. Their are some employees of AAA that do things right but if they blow the whistle they make that persons life alot harder. Many higher ups knew contractors were pushing batteries on members and they turned their heads because they were meeting the sales quota and they get an incentive for their contract stations to meet those standards. There was one employee who got his check from AAA contractor and on like three of his paychecks it was not even his social security number. The employee raised awareness to this and it continued until they were threatened with the labor board.
Any time you feel like you are not getting the best service, please contact a senior manager at customer care or the national office in Heathrow FL @ 407-444-7000. All AAA are franchises of the national brand. So each club operates under different rules. But the situation described above should have never happened. I work for AAA and I can tell you we would never let that happen.
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