Posted by JustCallAAA
I'm sad to say that my first experience with Volvo Roadside Assistance was not a positive one. I called at 10:00 AM to report a flat tire. The agent assured me a tow truck would be there in one hour. I called back 2 more times (and spoke to 2 more agents) to get some answers to a few questions I had (Would I be able to get a loaner car from the dealership? etc.) and to confirm the car's address and cross streets.
One hour later, the truck driver called to tell me he was here. He said he wasn't allowed to drive onto a military base. Funny thing is that I don't live on a military base. I live in a high rise apartment building in Washington, DC! Ultimately the driver said he wasn't willing to come to my real address and hung up on me.
After sharing this issue with not 1, not 2, but 3 additional agents, I was reassured a truck was coming. They actually send a text message confirmation. I waited 1 hour until I called again to speak to my 7th agent. At this point, I was growing pretty frustrated but maintaining my composure. I spoke with an agent who was finally helpful and feeling sorry for my situation. Her name was Shelli and unfortunately I didn't get her last name. Shelli noted that my address was still incorrect in the system and she essentially fixed it. The tow truck still hasn't arrived, but it will be arriving in the next hour, just 6 short
How could that be possible after speaking to 6 other different agents over the course of 6 hours? And when I specifically asked to confirm my address? As someone who works in the customer service industry myself, I have been absolutely appalled by this "service." My small piece of advice, given that I have been waiting for a tow truck for 6 hours, just call AAA.