Customer Service Scoreboard
Johnathan Pinder / Ft Myers
Johnathan Pinder of the Ft Myers, FL. AAA Roadside assistance service was AMAZING! My sister called, Johnathan was there in about 35 minutes. He was pleasant, professional, knowledgeable, and fast in his assessment of the problem and the service-fix. I have never before seen such competence and such good customer communication from an AAA roadside responder. Johnathan was an EXCEPTIONAL example of what AAA says they stand for, as a company.
Constant issues with getting AAA accounts straightened out. Membership increased to the point of too much especially when services other than a tow are not something AAA provides out of their pocket but often requires a purchase from a customer. Many times calls for a tow never showed up or were not completed the next day. AAA is fragmented with with different AAA groups are unable or want to communicate with other AAA groups which causes customers often unable to be served correctly. AAA has zero appreciation for the years of loyal membership of its customers and makes no allowance for a reduction in annual membership fees which have grown way out of proportion to the services received. All one has to do is look at AAA reviews across the country to see how poor AAA is perceived. I have dropped our long time membership due to the above that are my reasons and personal observations
Horrible absolutely horrible. I called and signed up, they took my money within minutes. Days later I called to have my vehicle towed was then surprised to find out I was for some reason uneligible for membership but was not told that. Mind you they still had my money. I called and they could give me no answer as to why I was not eligible and that I wouldn't have gotten my refund had I not called. So my boyfriend signed up for AAA that same day, both of us unaware of the details and the fine print one in which was for the first five days you could not utilize your benefits and was not told this so after the truck was towed I still owed $130 cash after paying 130 to join twice and to top that off the tow truck driver had to let me know and wouldn't give me the truck unless I paid that overage of course and then informed me that he didn't have changed so I had to give him because I had no vehicle to get any change, I had to give him over a $22 tip
The worst company policies the way it's ran the communication is absolutely horrid still have not received my money 3 days later
It appears this is the same old story unacceptable non service. My sons car died called AAA and was informedtruck would arrive in approximately one hour. Kept getting text messages showing truck on its way first twenty minutes the ten and when the truck was to arrive his phone rang.
It was the dispatcher letting him know that no truck was responding and he could leave the keys with the vehicle and they would send someone out in the morning to get vehicle or call police.
AAA web page states 365 & 24 hours a day what a bunch of bull we have the gold card for the entire family pay two hundred twenty five dollars a year for no service.
Called to complain and all AAA wants is a copy of the bill to reimburse me for the private tow. How about some action against the tow company they contract with for service (Eastcoast towing) who had no one to send out. Totally disgusted With the lack of service all around from the company.
Last time I called AAA for a tow. I waited seven hours. And had to call the next day. Now I called AAA at 2 o'clock this afternoon, and it is 815 and still nothing. What if I was at the side of the road stuck. Why can I not get a tow when I pay AAA for toes. I just don't understand. It's been ridiculous.
I have always been happy with AAA services up until yesterday. Not a good experience! I talked a friend into getting AAA & regret it. Yesterday evening he had a flat on his truck in Grinnell IA. He called AAA & sat in his truck for over an hour waiting on help. He couldn't get the lug nuts off so he called for help. He finally contacted me & I went and got him. He was told the service provider didn't pick up their phone. Then in the middle of the night his phone went off & he was given a time between 8-12 today. He would have had to sleep in his truck had I not been home to take his call. This isn't acceptable!! I had him call back & I talked to a guy & he kept saying they couldn't do anything because the dispatcher had been trying to get a hold of the tow company. He said the tow company was in Grinnell & the name is Compass Towing. Grinnell is a small town & I've never heard of it. To my knowledge Larry hasn't had a call back since the middle of the night when he was told it would be between 8-12! Why do we even have AAA!!? If he can find somebody to help him will AAA pay for it? It's a shame that AAA doesn't have better service people. If they're going to sign on to do this then they need to be available...even in the evenings. So disappointed in AAA right now!! Not sure it's worth our money any longer!
After 14 years as a plus membership with AAA I've finally had enough and will never renew again.
They have messed up my request for roadside assistance again and again causing me to loose money ,time an more stress than anyone could want..
Terrible horrific disgusting
Complete filth service.
I think some tow drivers are horrible and their supervisors give the company a bad name. When they allow their drivers to bring the truck home on work time and they can do whatever they want like playing around their house duties on their work time. I have a driver that brings it home and drives his four wheeler around, works on cars etc.. I have complained several times to the upper management about them blocking our road and they never do anything about it. They wonder why people complain they have to wait over 2 hours for a tow, because their to busy doing non work stuff. Shame on management
Horrible horrible customer service. I was waiting for towing for 4 hrs and every time I called them they kept saying they were coming in 20 min or will call and update me soon. In the end the customer service agent told me I should have called my own towing company and submitted the receipt to them and they will consider for reimbursement
03/23/23. Called aaa at 320pm . Didn't get off the side of the road until 920 pm . Waiting on a towed truck . Towed truck showed up at 7 and left due information entered into the system incorrectly. The worst experience of my life . Sad part about it my first time using your services
I obtained insurance from Triple AAA in Morgantown WV needed title and registration services as well. I never received this service and have not been able to drive my vehicle for over a month now. This service was started on February 7,2023 I received multiple reasons excuses to receive titling services. They simply would not transfer title registration I was told by the manager that they don't work with the DMV I have out of state license simply needed them transferred the day I made the appointment. Was told all paper needed while on the phone took this with me. Then told they can't get the bank to release title I needed the title there's a lien on the title therefore triple AAA refused to follow proper channels. Requirements I cancelled my insurance within a week there has been no refund no communication while awaiting the actual copy of title plus temp license for wv
My husband & I have been AAA members for a combined 44 years. Sadly, I needed to call on AAA recently, after my husband's funeral when needed roadside service to unlock my car. AAA sent me multiple texts & extended their ETA into the early morning including a text stating they were having trouble locating me. I reached a live tech to clarify my location. The AAA rep stated they had not yet dispatched a driver to me. Those had been fake/robo calls to me. Fast fwd, family missed the flight & I was $$ out of pocket. I had requested reimbursement for the ticket and suggested AAA NOT send fake calls to customers for obvious reasons; Unethical & also Dangerous to leave a member stranded overnight. I followed up twice with my local branch. I do want to extend gratitude to Pam, borrowed from the LKWD Ranch Branch, for her kindness, for initiating my complaint & doing all within her limits. I continued with Mgr, Debbie, who's answer was to send me out with a #. She finally agreed to add a note into the computer for me. I called the # which only led me to a new roadside service ticket#. I had to start from scratch, called corporate & kept getting routed. I was finally told by a rep that I would continue to get rerouted as there are no more call centers since COVID. My next recourse will be the news in order to resolve my claim and to protect other AAA members from the risks of being stranded by AAA's robocalls with the false hope that someone is en route to help. This is unethical and extremely dangerous to members.
My mother is recently widowed and went to her local branch for assistance in resolving a matter in which she had to purchase a plane ticket to get a family member home after my father's funeral because her keys were locked in her car and after calling AAA for assistance they shpwed up 9 hours later after 4 robocalls stating they were on their way and the family member missed their flight. In addition to this my mother received a "congratulations you qualify for life insurance" mailer addressed to my deceased father who AAA already knows is deceased because they removed him from the policy. You can imagine how distressing this would be. She spoke with Debbie Shepard at the Bradenton, FL branch on Manatee Ave. Debbie gave her a number to call and told her there was nothing she could do. Debbie claimed she was the manager so the fact that a MANAGER can't do anything is inexcusable. My mother stated she had already spent hours on the phone and was just looking for someone with a little more pull to assist her. Debbie ROLLED HER EYES at my recently widowed mother. This occurred at 4:00pm on a Friday so my assumption is that this person did not want to be bothered with another task despite there being an hour and a half of business day remaining. It is absolutely unreal to me that this person could be so incredibly heartless to another human being, especially one who just lost her husband. This company has taken a nosedive in their customer service and should strongly consider their standards when it comes to hiring management. I will continue to reach out until I am satisfied with the result because there is zero excuse for a company who is based on CUSTOMER SERVICE to refuse to provide it or to provide so poorly.
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