AAA Customer Service Issues

I am seeking to speak to a manager promptly. I have been waiting for a tow since yesterday at 4:00 PM. Throughout this process, I have felt misled, disrespected, and undervalued. As a loyal member since [redacted], I have dutifully paid my fees for over 14 years. Despite requesting a flatbed at 6:00 PM, the driver sent at 9:00 PM arrived with a different type of truck, causing further delays. I have evidence of the events through my dash cam. I demand that someone address this matter urgently. Please reach out to me at [redacted]. Thank you for your assistance.

I called on Monday around 11:00 a.m. seeking help with a flat tire. I provided my details and was informed that no assistance would be available until 1:06 p.m. I patiently waited on the side of the road until 1:15, but received no updates via text or phone calls. After contacting them again, I was informed that the wrecker service had canceled and they were looking for another company to assist me. Subsequently, I was told the original wrecker service would come, but it would take another hour. Disappointingly, a different company arrived, not the one I was initially told. My elderly Mother, who has dementia, had a 2 p.m. doctor's appointment, so I had to quickly arrange for someone else to take her. Throughout the whole ordeal, I never received any updates on their arrival time. I am unhappy with how this situation was handled and would appreciate a call to discuss further. - Karen W.

I had a troubling experience with an AAA contracted tow company in Tennessee that resulted in damage to my car. Despite my efforts over the past week to contact Tennessee AAA to file a claim, I have not received any response. Ann Kusher from the Missouri office mentioned that she would reach out on my behalf, but I have yet to hear from them or receive the necessary contact information. As a result, I am unable to use my car and have been forced to rent one. I am considering reaching out to the attorney general due to suspicions of intentional fraud by the driver. You can reach me at [redacted]. Larry

I had a defective battery installed in my car by AAA during roadside assistance. After it failed, AAA personnel charged it overnight and returned it, but the problem persists. Despite showing testing paperwork to AAA, they did not replace the faulty battery. We ended up buying a new battery from our mechanic due to AAA's negligence. My husband used up his service credits for jumps, while mine are running low. We ask for the wasted service credits to be returned to his card to ensure coverage. As long-term members, we are disappointed by this experience. We hope AAA can rectify the situation promptly. Sincerely, Mary Katherine Seigel, Card #[redacted][redacted]

I am at home with my children. I sent one of my sons to pick up our other son, and unfortunately, he got a flat tire. When he called the service, they requested that I call them. I contacted them, and there seemed to be an issue because my son didn't have his ID. I sent a photo of his driver's license, but they said it wasn't their policy. After that, I mentioned he had the car's registration, but since my name isn't on it, they couldn't assist as I am on the insurance but not the registration. Although I believe the necessary paperwork is in the car, we are unable to use the AAA service we pay for. I provided them with Jay's h336 badge number and expressed my concerns about his safety while changing a tire. I feel stressed by the situation and frustrated by the policies that make it difficult for us to get help promptly.

I own a [redacted] Toyota Landcruiser with a 4.5L gas inline 6cyl engine located in Port Isabel, Texas. Recently, the vehicle was running rough, jerking, and missing, so I took it to Robert's Auto for assistance. However, after cleaning the mass airflow sensor, the car won't start at all. I am seeking recommendations from AAA for any experienced "old school" mechanics or auto repair shops in Cameron County, Texas who could diagnose problems when there are communication issues between the mechanic and the ECM/computer. If this isn't possible, I might have to transport the truck to Houston, specifically Toyocars, where thorough analysis is done. This Landcruiser has been meticulously maintained and is in excellent condition. Any suggestions would be greatly appreciated. Thank you in advance for your help. Best regards, David S.

I am a veteran with a hearing disability. One of your insurance salespeople, Robert Hoie, did not provide me with honest information about my policy. Despite my inability to hear well, he mishandled my account by taking out more money than agreed upon. My wife, without my consent, set up this insurance policy with your company, while she remains with AAA Insurance. We used to share an account, but now we do not. Robert Hoie attempted to enroll me without considering my hearing impairment, even when I showed him my hearing aid. I brought others to witness his deceitful behavior, which only led to more confusion and excuses. I am unhappy with the service I have received and request the cancellation of my policy, effective May 26, [redacted]. The company is withholding a portion of my funds, which I believe I am entitled to receive in full. I feel taken advantage of due to my disability and demand a resolution. This matter should be escalated to a supervisor for review. Despite my wife's continued association with your company, I have lost faith in your integrity and insist on a fair outcome. Thank you, James T., born 04/05/[redacted].

Hello, I reached out for service on Sunday, 6/6/21, at 5 pm. The dispatcher informed me that the service person was on the way to the house. However, the service man contacted me at 9:52 pm, which was 5 hours later. I was disappointed with the delayed response. I have been a loyal customer for years, and I expected better service. The service man's phone number is [redacted]. It was frustrating that he did not call to inform me about the delay. This experience makes it difficult for me to recommend your company to others.

My wife's car locked her out in our driveway with the keys in the ignition and the engine running. She called AAA roadside service immediately, and after almost 4 hours, we are still waiting for assistance to arrive! I could have accessed the car myself by now! We invest in our AAA membership and this situation is frustrating. This is the second time in a year my wife has waited for HOURS for assistance. Last year, her car broke down less than seven miles away, and she endured hours of waiting in [redacted]-degree heat. I am becoming extremely disappointed with this service.

My husband called around 11:15 last night to request a wrecker. He was informed that one would be dispatched. After waiting for an hour, he called again and was told a wrecker would arrive at 12:39. Following another half-hour wait, he was informed that they were still looking for a wrecker. Despite being close to Birmingham, in Pelham, AL, no help arrived. By 2:00, I went to pick him up. AAA called as soon as he entered the house, and upon calling back, he was promised a dispatcher would contact him, but no call came. Frustratingly, when he called again, he had to reiterate his situation, only to be put on hold and eventually hung up on by a girl citing being backed up. With my car stranded on the freeway, we remain in the dark about when assistance will arrive. I am Linda Sanders and can be contacted at [redacted].

I experienced a breakdown on the Suncoast Parkway northbound near Springhill in January [redacted]. Initially, the dispatch mentioned it would take 1 hour, but upon calling back, I was informed they dispatched from Pasco County instead of Hernando County by mistake. This delayed the arrival of the truck by 2 hours. However, when the truck arrived, they were unable to take us back. The solution offered was to call Uber, which required a physical address. Stranded in 94-degree weather on a busy highway with medical issues, we had to involve the police. I previously reported this to AAA but did not receive a response. I feel compelled to raise awareness of the dangerous situation we were left in by utilizing social media to inform others about our experience with AAA. Greg K. [redacted] Barclay Ave, Springhill, FL [redacted] [redacted]

We experienced car trouble on the interstate, contacted AAA for assistance, and were awaiting a notification with the driver's details and estimated arrival time. Despite the given timeframe passing without any updates, I called back to provide a precise location, expecting a follow-up message. However, I missed their return call while reaching out again, only to find out that the tracking system was inaccessible. The revised ETA indicated a 25-minute wait, but when the driver eventually called, his location was far from ours, causing a longer delay. Delays in communication and inaccurate arrival times have left us stranded longer than anticipated, impacting our plans. With multiple time estimates and unforeseen complications, I believe this instance should not be considered as one of our designated service calls due to the prolonged wait and discrepancies. Currently, we are still waiting on the side of the interstate for assistance.

My car broke down on Highway [redacted] around eleven p.m. while driving to work. I contacted AAA Roadside Assistance and waited. After a 45-minute wait, I called back and was informed they were experiencing difficulties but help was on the way. By 1:00 a.m., feeling frustrated, I asked a friend to assist me in getting home as no one from AAA had contacted me. As a long-time member, my name is Pedrito Romero and I am currently at work, unable to access my AAA card. Please verify my membership using my full name in your system. My vehicle broke down on the night of July 14. I am disappointed and uneasy about relying on AAA's service, especially when no one seems concerned. It's disheartening to feel at the mercy of a tow truck company prioritizing profit over assistance. This experience is unusual for me, considering my membership dating back to [redacted].

I requested a tow truck to pick up my vehicle from the Ford dealership in Santa Rosa. In the past, when getting a tow from the tire shop, I didn't need to be present for the pickup, just at the drop-off location. The Yarborough tow driver called and stated he couldn't proceed in that manner. Afterward, Rita from Santa Rosa Yarborough contacted me, was rude, and abruptly canceled the tow. She mentioned that according to AAA's policy, I must be present at the pickup spot. I informed her that I was previously told otherwise by AAA. I'd appreciate if someone from AAA could contact me to clarify these guidelines as my tow was canceled without allowing me any time to adjust. Rita's manner was unpleasant, and a clarification would be helpful.

I needed my car towed to a dealership for a trade-in but faced numerous delays. After waiting for hours, the towing company couldn't deliver my car as promised. Confusion ensued between the towing company, dealership, and impound yard. Despite agreeing to drop the car off, it ended up impounded elsewhere. Now, I face additional fees to release the car. The dealership and towing company claim AAA instructed them to impound it due to communication issues. It seems like a misunderstanding has led to this situation. The impound yard demands a release fee and threatens further charges or returning the car. Clarification is needed to determine responsibility for the mishap.

Hello, my name is Milton G. Reaves. I have been a AAA member for over four years. I have used the AAA Auto Repair shop in Hampton, Virginia twice with unsatisfactory results. Two weeks ago, I tried to schedule an appointment for my Ford Explorer to have the Wheel Bearings and brakes checked. Surprisingly, they informed me appointments weren't available, and it was first-come, first-served, which seemed unreasonable during the Covid pandemic. Upon arriving at AAA Hampton at 6:45 am, I discovered the shop didn't open until 8 am. Despite being first in line, the technician didn't arrive until 10 am. After waiting for hours, the shop supervisor finally informed me at 11:45 that my truck needed brakes and rotors amounting to $[redacted]. I reluctantly agreed, only to receive my truck back on Friday with a $[redacted] bill. I value AAA's roadside service, but if this is the standard of mechanical work, perhaps they should reconsider offering car repairs without appointments at the Hampton location. Regards, Milton G. Reaves

On July 28, [redacted], I contacted AAA for roadside assistance when my tire blew out on [redacted] Peoria Street in Denver, CO. Despite waiting for several hours at the nearby 7 Eleven in nearly [redacted]-degree heat, no help arrived. After a frustrating call with a woman who disconnected me after placing me on hold for 30 minutes, a subsequent call was answered by a sarcastic man who also placed me on hold. Even after multiple attempts, AAA did not show up for 5 hours. Eventually, I had to seek and pay for help from a different towing company. As a loyal member since [redacted], I expected better treatment and feel let down. I believe I should be compensated for this poor service experience and the inconvenience caused. AAA must fulfill their obligations promptly and not leave dedicated members waiting in distressing situations. Juneau McNair

My son ran out of gas at 3 in the morning at a dangerous intersection. Even though we had an AAA Plus membership, when my son called, the person claimed he didn't have AAA and suggested he buy a new membership. After purchasing the new membership and requesting a tow truck, AAA failed to show up. The police had to call an independent tow truck to remove the car at 5:15 am, costing $[redacted]. This incident took up the entire next day, with hours spent on the phone with AAA customer service, who were cordial but unhelpful. After the second tow, my car still wouldn't start, needing another call to AAA and extra charges. It was a frustrating experience, and I would like to speak to a manager about it. Thank you.

The mechanic provided me with the incorrect address for the towing of my deceased grandmother's [redacted] Toyota Highlander. I possess the necessary documentation, such as the title and the death certificate. The upcoming account transactions will be conducted through my grandmother's account as my own is currently on hold pending decisions regarding the life insurance policy. The correct address for the towing has now been obtained, and I am looking forward to having the vehicle towed to a competent mechanic who can address the technical issues, possibly related to the fuel pump or a relay. Despite not being a mechanic, I find myself in this situation, jokingly noting that I am a taxpayer.

I had a frustrating experience with one of your roadside operators at AAA. I needed assistance with a specific issue, but the operator was unhelpful and refused to escalate my call to a higher manager. I waited an additional 25 minutes on hold before finally speaking with Shawn, supervisor [redacted], who also could not resolve the issue promptly. As we were calling on behalf of my elderly mother, this situation is unacceptable. I request a prompt response from AAA management to address this matter effectively. It is disappointing to feel misled by a service provider we rely on for assistance. Please ensure a more authoritative manager than Shawn reaches out to us soon at [redacted]. -Tom S.