AAA Customer Service Issues

Good morning, I am writing to express my concerns about my recent experiences with AAA roadside assistance. This summer, I had to request help twice and unfortunately faced some challenges with the service. During the first incident, my vehicle had a faulty battery. The technician who arrived was professional but encountered difficulty reaching the main office and did not have a replacement battery, despite being initially informed otherwise. Consequently, they could only jump-start the vehicle. The second incident involved my daughter needing a tire change late at night. After being told help would arrive within forty minutes, no assistance had arrived by 2:15 am. Upon contacting AAA again, a representative stated that no one could come until 8 am the next morning. I am hoping that the issues I encountered with AAA are addressed promptly, and I am curious if there is any possibility of reimbursement for these inconveniences. Thank you for your attention to this matter. Best regards, Diane L.

Yesterday, I experienced a scary blowout on a busy Texas highway, leaving me stranded for an hour and a half in scorching [redacted]-degree weather with my disabled child and dog. Despite calling AAA four times, they failed to send help as promised. I felt abandoned until a local firefighter finally came to our aid after my desperate plea. Being a loyal AAA member for 28 years, I was deeply disappointed by this incident. Standing on the roadside to prevent accidents was harrowing, especially at 64 years old. My membership number is [redacted][redacted]. This ordeal has left me questioning my decision to renew with AAA. The whole experience has left me shaken. Best, A.W. [redacted]

In September [redacted], I signed up for a California membership but later decided to cancel it when I got an Arizona membership. I was assured by Arizona representatives that they would cancel the California membership and refund me, which hasn't happened. Recently, when I went to renew my Arizona membership, I discovered the California one was still active, unbeknownst to me. This mix-up caused me frustration, especially when I realized I had used the California services without realizing it. The Arizona office claims I purchased the membership online, but I know I did it over the phone using my card. The confusion has been ongoing for weeks now, and the lack of communication between California and Arizona is causing me more problems. I am requesting a refund for my Arizona membership and questioning if I can get a refund for the California membership fees, considering the oversight on their end. Additionally, I have a pending reimbursement request for a recent tow that I hope will be resolved smoothly. I appreciate any assistance you can provide in resolving these issues promptly.

I recently reached out to AAA for assistance and advice. The employee I spoke with was quite condescending and unhelpful. Despite my simple request as a female customer, the male employee seemed more interested in showcasing his intelligence rather than assisting me. This interaction left me feeling disappointed as I expected more understanding and kindness from someone in a customer service role. It was late at night, around 2:00 AM, so I understand he may have been tired, but that is not an excuse for his lack of patience and helpfulness. I hope that in the future, employees receive training on customer satisfaction to better assist customers like me who rely on their services. I have had better experiences with mechanics who are polite and efficient in resolving issues with my vehicle. My son will be contacting AAA in the future, hoping for a more positive interaction. Thank you, Ann G.

To: Natalie Tharp To: Richard Chinn Claim #[redacted]-31-[redacted] Policy # AZH[redacted] Karyn Ellis & Fred Ellis [redacted] Powhatten Drive, Lake Havasu City, AZ [redacted] We have been awaiting action on our claim since early August. Communication with Natalie Tharp has been minimal and she is frequently unavailable. Our kitchen and washroom remain unrepaired, leaving us without essential amenities such as kitchen sinks, usable water, cabinets, and countertops. Additionally, there is a gaping hole in the ceiling affecting our air conditioning efficiency, resulting in high electricity bills due to the scorching temperatures in the 100s. Washing dishes outdoors in the extreme heat using buckets is physically challenging, especially for us at our age. The lack of progress and information has led to an incredibly stressful situation. The contractor representative now states uncertainty regarding when the work will commence or conclude, suggesting miscommunication between Natalie Tharp and the contractor. It appears that approval for the necessary repairs is not being granted promptly. The level of service provided by this company has been extremely disappointing. We urgently request attention to our claim and prompt resolution of the issues at hand.

I scheduled a tow through the app for 11:00 am in Nashville, TN, with an arrival time of 12:00 pm. When there was no arrival by 2:00 pm, I called and spoke to Earlene (possibly) who apologized and promised a priority tow with an arrival by 3:15 pm. After no show and no updates, I called again and endured another 30-minute wait. I then checked online and there was no indication of an imminent arrival. Using the app, it estimated a 5:22 pm arrival time. Cody mentioned a cancellation and after putting me on hold, I was left with more elevator music frustration. I have been a member for 18 years with one positive tow experience in a dangerous situation. However, 3 years ago, I was stranded overnight needing a battery charge but was left without assistance after dark. This recurring poor service experience has led me to lose faith in AAA. I now have to figure out a solution on my own and seek an alternative tow service.

Penny Scullark reached out to AAA on October 14, [redacted], at around 11 pm for roadside assistance for her sister Janice Bankston, who was stranded on the expressway with a flat tire. Despite Penny calling for help, the tow truck never arrived, leaving Janice in a dangerous situation on her own until nearly 3 am. Penny expressed frustration with AAA, the towing company, and the customer service representative for their lack of assistance. She highlighted the risks of leaving someone stranded in an area known for crime like Memphis, TN. As of 8:27 am the next morning, Janice was still waiting for the tow truck. Penny emphasized her disappointment and concern for her family's safety, questioning the quality of service she is paying for and considering reevaluating her membership. The only person who checked on Janice in the morning was the person who came for the morning shift.

I encounter two problems. Firstly, living near and traveling in the Smoky Mountains causes my cell phone to lose signal, leaving me anxious about driving and potentially having a flat tire. The second issue revolves around someone I know who also lacks texting capabilities on their cell phone. They experienced a flat tire on a busy highway without an exit ramp, managing to drive home with the flat tire. Despite making ten calls to AAA and attempting to text for assistance, they received no response between 8 PM and 11 PM. Eventually, at 10 AM the next morning, the car was towed to the dealer. Despite being a long-time AAA member, confidence in roadside assistance has wavered. The person involved in the incident, who has both car and home insurance with AAA, is understandably dissatisfied. In case of emergencies like accidents, flat tires, or battery issues, it raises the question: how should individuals without texting capabilities seek help and communicate effectively during car troubles?

We recently added our Harley Davidson and trailer to our policy. However, the towing package was set at 89 miles, while our vehicles require a [redacted]-mile towing distance. This discrepancy caused an issue when my husband needed a tow home from a service dealer today, 10/30/21. The operator mistakenly logged the call from our home location instead of the motorcycle dealership, adding an extra 2-hour delay. We rely on AAA because we live in a remote mountain area. It has become challenging to reach a live person for assistance, and the service quality has declined significantly, with operators not listening to members and exhibiting rudeness. After 14 years of membership, these recent inconsistencies are disappointing. We hope AAA can rectify these issues and provide the reliable and caring service we have always known.

I recently purchased insurance with AAA. However, when I tried to use the road service for my motorcycle in the Smoky Mountains, I realized I didn't have the appropriate coverage. Even though I thought I had purchased motorcycle road coverage, my Harley-Davidson [redacted] has been stranded for over a week. I am confused and frustrated by this situation. Can someone from AAA please contact me to discuss this issue further? My name is Ryan Wilkie. Thank you.

My name is Larry H., my membership number is [redacted]-[redacted]. On November 29th, I requested a jump start for my car. The service technician arrived nearly 6.5 hours after my initial call around 12:30 p.m., coming at 7:00 p.m. The technician used a small jump pack that seemed insufficient to start my dead battery. He only attempted to jump the car twice, claiming it must be another issue apart from the battery. I later resolved the issue with my son's help using jumper cables. The technician appeared rushed and took another call while assisting me, spending less than 7 minutes on-site without fully charging the battery.

A few days ago, I was in an accident and reported it to my AAA Insurance. I received the name and number of the adjuster but no claim number. I haven't heard from anyone since. Despite the accident, I have been driving my car. Today, on my way to work, my car started making a loud noise, like something is caught in the tires. It's very loud and feels like the wheels are about to come off. I need a way home as I get off work at midnight. Please help me!

Yesterday, I requested a tire change through AAA. The service person arrived promptly, but unfortunately, the tire was not properly changed. The first technician was unable to fix the flat tire and broke a lug nut cover. After another service person arrived and changed the tire, I later discovered the donut tire needed air. The initial technician had incorrectly stated the tire was defective, but when I took it to Belle Tire, they confirmed it just had a nail or screw in it. This experience has made me consider switching roadside service providers. I have contacted my insurance company and may seek a refund if I switch or request a waiver for next year's renewal fee if I stay with AAA. I am also curious if AAA reviews the quality of their contracted companies for service.

I am extremely dissatisfied with the service provided by AAA during my recent trip. I drove over 2 hours to meet my grandchildren at a neutral location where my daughter-in-law was supposed to drive another 2 hours to meet me. Unfortunately, my battery died at this unfamiliar meeting spot. When I called AAA for assistance, I emphasized that I had two children with me, was far from home, and needed urgent help. Despite my pleas, it took the driver over an hour to reach us. The communication about the driver's arrival time was inconsistent and misleading. As a 67-year-old widow who just renewed my AAA membership for the 38th year, I found this experience unacceptable. I had to seek help from strangers at a truck stop, eventually getting a new battery installed at an Auto Zone store. Moving forward, I will explore other options due to my dissatisfaction with this incident.

I've noticed a decline in the quality of service from my Primer membership with AAA's emergency road service, something I have been a part of for over 40 years. Recently, my mother and I encountered a breakdown near Maxwell, Ca on September 18, [redacted], and despite calling for assistance at 2:00 pm, nobody came to help for several hours. After waiting for hours, we contacted AAA again, only to be told they were still struggling to find a tow service and garage to assist us. It was frustrating as all we needed was a simple solution to lift the rubber from the bumper. At 6:00 pm, AAA informed us they couldn't find anyone to help. This whole experience has made me question the value of my AAA membership, especially when we needed help the most. I expect a resolution to this issue, an assurance of improved service for all members, and a refund for the upcoming year since the service I received was essentially nonexistent. It's important that AAA lives up to its promises and provides reliable assistance to its longtime members.

This morning at 6 am, my daughter's boyfriend, driving her car under my AAA account, hit ice and blew two tires on Route [redacted] in Cicero, NY. Two other cars had the same issue, and AAA tow trucks assisted. Despite the freezing 19-degree weather and the dangerous highway condition, the driver refused to take him off the highway, unlike the other two drivers who helped their customers. I'm shocked at the discrepancy and can't help but wonder if it was due to racial discrimination. It's unacceptable for him to wait on the roadside under these circumstances. COVID concerns should apply equally to all customers. I'm deeply upset by this event and seek clarification from AAA. - Jacklyn Vassallo - Victoria Vassallo (daughter)

I called for a tow without insurance for my bus. The driver appeared hesitant and needed approval from his supervisor. Despite my offer to find an alternative, he proceeded to tow the bus, dragging it a short distance onto the flatbed, causing it to crash down twice. Upon drop off, the same rough handling occurred. Ramps were only used after the damage was done. The bus now does not start due to leaks and damage sustained during towing. I am struggling to file a claim and need help with reimbursement for the damages incurred.

I have been a member of AAA for over 20 years, 16 years in Missouri and 5 years in Illinois, with both home and auto policies. While I don't have any issues with the insurance side, I recently had a negative experience with the AAA membership for towing. My family was stranded with a flat tire out of town, and after multiple calls and long delays, AAA was unable to assist us. I eventually had to find another way to get my family home after waiting for 7 hours. Despite my complaints, there was no satisfactory resolution, which left me frustrated. I declined to renew my membership but received a bill for $[redacted] due by February 16, [redacted], even though AAA has been auto-debiting my account for 20 years. I am now exploring alternative insurance options. If you wish to retain my business, please contact me at [redacted].

During a recent assistance call, my car sustained damage while the service provider tried to unlock it. Despite my pointing out the issue, the provider struggled to gain entry and ended up bending my car door. It was evident that they were inexperienced and used excessive force in attempting to resolve the situation. The provider enlarged the opening to retrieve my keys, worsening the damage. After the incident, they suggested I visit a body shop at my own expense to fix the bent door. I believe the service provider should take responsibility for the damage they caused and repair my car to its original state. The ordeal could have been avoided by using alternative methods such as breaking a window or temporarily sealing the window with duct tape.

On March 11, [redacted], around 4:55 pm, I requested a service call to [redacted] Plantation Way to help a stuck vehicle. Discount Towing was supposed to assist within an hour, but by 5:45, without updates, I called and found out they declined the job. I contacted AAA, needing to wait and explain the situation to a supervisor after being on hold. Finally, they arranged for assistance, but by then, the Jeep was already out. The lack of communication and handling of my situation was unacceptable. I believe a complimentary membership renewal is warranted due to the poor service experienced. - Andre M.