AAA Customer Service Issues

I am extremely dissatisfied with the service I received today. I called for roadside assistance at 10:48 a.m. on 7/15/18 after running out of gas. I was informed that someone from Crumps in Youngstown, Ohio, would assist me. However, after being promised help within an hour, I was later told I would have to wait an additional hour. It is now 11:23 a.m., and I am still waiting with my two young children in the car in the heat. As Gold membership holders, my husband and I have been with your service for several years, but this experience has left me extremely frustrated. Waiting for over two hours with no update on the driver's status is unacceptable. I will not be using your services in an emergency again and will be sharing my negative experience with family and friends.

I recently had my car towed because the engine blew. When I called for the tow, I was initially told I had to be with the car, but after explaining my situation, my son stayed with it. Unfortunately, despite multiple calls and assurances, the tow took over 7 hours to arrive. My son was left waiting in rush hour traffic during a rainstorm for over 2 and a half hours, which was unsafe. Each time I called, I was told my car wasn't a priority because no one was with it. I'm extremely disappointed in the service and am seeking compensation for the unacceptable delay and poor customer service. I have already tried reaching out to speak with someone from the company, but to no avail. I have a case number which is [redacted] and urge for prompt follow-up from a supervisor. If this isn't resolved soon, I will escalate the matter.

On Saturday night, my husband, 7-year-old, and I found ourselves stranded in New Jersey. When I contacted the service for a [redacted]-mile tow, they mentioned they couldn't accommodate my passengers. Instead, they suggested I rent an Uber to our destination or find a hotel for the night. All flatbeds were already committed for the evening, leaving me feeling frustrated as a 22-year AAA Plus member who rarely needed assistance. It was disheartening to be in a situation where I required the service I faithfully paid for, yet unable to receive help. Feeling let down after years of relying on this service.

On July 13, [redacted], I visited AAA Car Care in Asheville, NC. After having work done on my car, I experienced a frightening issue due to a part not being tightened properly. I was also puzzled by conflicting information regarding my tire alignment in previous visits. The total bill was $[redacted].00, which included unnecessary repairs. I am requesting a refund for the alignment and tire balancing services. I believe the control arm bushings should have been replaced instead of the control arms. This experience has left me disappointed, especially as a longstanding AAA customer. I hope for a resolution regarding the services provided at the Asheville NC location on Merrimon Avenue. Thank you, Gloria C.

I have a few concerns regarding my recent visit to AAA at the Columbus Boulevard service center in Philadelphia. During an oil change, the technician forgot to reinstall three bolts on the splash shield, causing it to detach and get damaged. I was informed by the dealer that the technician failed to properly secure the bolts on the passenger side. AAA replaced the splash shield, but later, I noticed it hanging on the driver's side. On July 13th, I went back for another oil change and informed the service representative about the issue. They promised to order a new splash guard and contact me once it arrived. The service notes indicate the technician did not secure the splash guard correctly. However, after a week passed without hearing from them, I called and was told that they would not replace it again. I was advised to speak to the manager, Barry Cooper. I'm seeking a resolution to this ongoing problem with the splash shield at AAA.

A few months ago, I visited the AAA service center on Columbus Boulevard in Philadelphia, Pennsylvania for an oil change on my Kia Sorento. Unfortunately, I later discovered that the splash guard was dragging due to missing screws. The dealership confirmed that the technician at AAA had not properly secured the splash shield during the oil change. AAA acknowledged the mistake, ordered a new splash shield, and installed it. However, during a subsequent visit on July 13, [redacted], I noticed the new shield was also loose due to a missing bolt on the driver's side. Despite informing the service representative, I was met with resistance from the manager, Barry Cooperman, who refused to order another one. He was dismissive when I explained the issue and abruptly ended our conversation. I seek assistance to have the splash shield replaced and properly secured on my vehicle.

On Sunday, July 29th, at 3:15 pm, I contacted roadside assistance due to a blowout on the expressway. Despite long wait times, a tow was promised to arrive quickly. After multiple calls and inaccurate arrival times given, no assistance showed up. Finally, a kind individual helped change the tire and make it home safely. I incurred $25.00 to compensate him and lost phone minutes in the process. This disappointing experience has happened to me three times with AAA. I am seeking reimbursement for the out-of-pocket expenses and prepaid phone minutes lost. I spoke with "Rebecca" and "Gwen" at AAA, who offered to send a claim form and offered some compensation. Unfortunately, the requested tow to the auto shop had delays, forcing me to drive slowly to reach the destination. Despite cancelling the tow, it was evident that they had not even dispatched it yet. This recurring issue has left me dissatisfied despite my loyalty to the company for over three years.

I recently spoke with the local AAA agent, Abram Sandoval, on behalf of my 80+ mother in Albuquerque, NM, regarding her Homeowners Insurance and Auto Insurance status. On 7-25-18, Abram informed me that her Auto Policy was in the underwriting department and a statement would be sent the following week. Surprisingly, on 7-27-18, Nelson from AAA called my mother, stating her Auto Insurance would be canceled if not paid immediately. Consequently, she paid the full amount of $[redacted].00 due to fear of losing coverage and missing out on a small discount. This led to financial strain for my mother, who is a widowed senior on a fixed income. Upon addressing this issue with Abram, he displayed arrogance, provided excuses, and failed to take responsibility for the miscommunication. Despite requesting a refund the next business day, I was informed by Abram on 8-1-18 that AAA could not issue a refund. His unprofessional handling of the situation and lack of accountability were disappointing. I believe this matter deserves attention from AAA for a more suitable resolution. Thank you for your assistance.

I spoke to Abram S., my 80+ mother's local AAA agent in the Albuquerque, NM office on 7-25-18 to pay her Homeowners Insurance Policy and check on her auto insurance status, as she had not received a statement. According to Abram, her auto policy was still in the underwriting department, and he assured her she would receive a statement the following week. However, on 7-27-18, Nelson from AAA called my mother to say her auto insurance would be cancelled if not paid immediately. Nelson then informed her that she couldn't make a payment because she was listed as a pay-in-full customer and would miss out on a 5% discount if the entire balance wasn't paid, which amounted to $21.00. Due to her fear of losing her policy, my mother paid $[redacted].00, leaving her with a small amount in her bank account until mid-August. I later contacted Abram regarding this situation, but he was unapologetic and made excuses. We requested a refund of $[redacted].00, but Abram claimed that AAA couldn't issue a refund. Despite my attempts to discuss this matter, Abram was unhelpful and rude, ultimately hanging up on me. I believe that the handling of this situation lacked professionalism and accountability, and I am now bringing it to AAA's attention. Thank you.

On May 21 this year, I discovered that despite requesting my leased car be removed from my policy in [redacted], it was not processed. Initially, Tonica Orr was helpful and requested the lease turn-in paperwork for a refund. Unfortunately, communication issues arose as she claimed she couldn't open the files I sent. I resubmitted the documents in a different format, but further delays occurred due to her being in training. Eventually, after prompting her for updates and threats to escalate to a supervisor, it was clarified that a refund could take up to 3 weeks to process. Despite requesting a check instead of a credit due to the poor customer service experience, I received a credit instead. Contacting AAA again for the unresolved [redacted] issue has proven challenging as communication with Vivianna Herrera has been unresponsive. The lack of follow-through and delays in resolving my concerns are disappointing. - Daniele O.

I was reviewing the benefits for a premier membership on your website and came across the following information: Premier members receive a FREE Hertz Gold Plus Rewards membership, along with 2 FREE Weekend Rental Days. AAA Premier members also get a complimentary Hertz Gold Plus Rewards membership, as well as 1,[redacted] Hertz Gold Plus Rewards Bonus activation points. These points can be redeemed for Two FREE Weekend Rental Days after the first Gold rental. The Bonus Points are applicable for Gold enrollments made after 2/1/12. Premier members can sign up at AAA.com/HertzPremier. The Hertz Gold Plus Rewards membership allows for a streamlined rental process at more than 40 of the world's busiest airports and over 1,[redacted] locations worldwide. By showing your driver's license, you can quickly pick up your keys and be on your way. Additionally, members can enjoy exclusive Hertz Gold Plus Rewards options.

When my husband purchased the premier membership, I contacted Hillary from the westside Coors office in Albuquerque. Today, we needed a tow truck because my car keeps shutting off, and customer service informed us we could use the membership until the 14th of this month. It is only the 9th, meaning I have to go without a car for several days and leave it in an uncertain area. I am concerned it might get vandalized or stolen. I bought the AAA membership for security when traveling with my family, so this situation is upsetting. I feel misled by Hillary and the false advertisement. It is essential to address this promptly to avoid legal involvement. Please contact me at [redacted]. Thank you, E.B.

I'm Kristina S. I wanted to obtain an International Driving Permit but was disappointed when I visited your branch on Sepulveda Blvd in Culver City. I called ahead, but upon arrival, I was told they didn't have the necessary forms. I've been a member for 23 years and expected a more empathetic response. I understand these things happen, but a simple apology would have been appreciated. They mentioned they'd have the forms on Monday, but I'm leaving soon. Despite this issue, I do appreciate the service you offer.

I contacted the AAA Service Center in Dover, DE, on August 8th to schedule an appointment, but was told they were fully booked until the 14th. I scheduled an appointment for 8:00 AM on the 14th, but upon arrival, they said there was a scheduling issue and needed to reschedule. They claimed they tried to notify me, but as I have an answering service, they could have left a message. As a loyal AAA member, I am disappointed with the service center's inability to manage appointments properly. This situation has resulted in me needing to take my vehicle elsewhere for servicing. I hope this issue is addressed promptly so that other members do not face similar inconveniences.

I contacted the AAA Service Center office in Dover, DE on August 8th to schedule an appointment. They said the earliest available was on August 14th at 8:00 am, so I agreed to that. When I arrived for my appointment, they told me there was a scheduling issue and needed to reschedule. I was disappointed as they claimed to have tried to notify me, but I never received any message, especially since I have an answering service. As a loyal AAA member, I expect better service and accurate scheduling. It's frustrating that I had to go elsewhere for the service my vehicle needed due to their error. This issue needs to be addressed promptly so that others don't face the same inconvenience I did.

I recently ordered a Trip Tik from Rochester, NY to Columbus, OH for August 8-12, [redacted]. I have used Trip Tiks before without any problems. My concern is with the new format - I found it frustrating having to switch between the visual map and directions as they were on different pages. In previous versions, these were on the same page which was much more convenient. Unfortunately, there was an error regarding which exit to take, and without a visual aid, we went the wrong way. Additionally, the smaller print made it harder to read. It seems the recent changes were made to save space, but it made following the Trip Tik much more challenging. I haven't contacted my local AAA branch as I believe this is a larger, corporate issue. I hope that the original format can be reinstated for better usability.

I canceled a vehicle on my insurance policy on May 14th. However, my father-in-law's card didn't go through for his own policy, so AAA added his truck back to my insurance on May 18th. My insurance agent was aware that the truck belonged to my father-in-law. I was only credited for 30 days, but I believe I should be reimbursed for the last three months of payments. I did not authorize the re-addition of the Dodge Ram. There was a discrepancy in the quoted price for my Dodge Dakota, as I ended up paying $90 to $96 a month instead of the initially quoted $70 to $72. I contacted my insurance agent who directed me to billing, but they haven't been helpful in resolving this issue. I have evidence of the amounts I should be paying and the note in your system confirming the removal of the Dodge Ram on May 14th. I didn't authorize its addition back to my policy and would like a refund or the correct charges applied.

I am currently stranded alongside a restricted highway exit in New York, where I have been waiting for assistance from Triple A for the past four hours. Initially, they dispatched a $[redacted] New York transit truck to tow my vehicle a mere [redacted] feet. Subsequently, a tire change specialist was unable to fulfill the task, leading to a promise of a tow truck that never arrived. Surprisingly, upon contacting AAA 30 minutes later, I discovered that my case was closed despite my tire still being inoperable. The following representatives suggested another New York transit tow truck move my vehicle an additional hundred feet, prompting me to reluctantly drive my damaged truck further to a supposedly suitable location. Regrettably, I find myself [redacted] feet from the initial breakdown point, having made no progress after four hours of waiting. Unfortunately, all nearby tire repair shops are now closed due to the extensive delay. The representatives' lack of knowledge, disorientation, and apathy have only added to my frustration. My interaction with the last representative, Desmond, ended abruptly with him hanging up on me, leaving me uncertain about the status of any impending assistance. This entire experience has been marred by deplorable service and unprofessional conduct on the part of Triple A.

I am disappointed with AAA regarding my recent service experience. Last Thursday, my car broke down, and two different drivers diagnosed the issue as a battery problem. Despite being informed that the battery needed for my car was out of stock and had to be ordered, my car was towed to a AAA service center on Saturday morning, 08/25/18. However, as of Sunday, 08/26/18, there had been no progress. I called the service center and was told they had not even looked at my car or confirmed the need for a new battery. Today, Monday, @ 3:48pm, the battery still had not been ordered. I was given conflicting information about purchasing a battery and the reimbursement process, which was not explained to me initially. This whole ordeal has been frustrating, time-consuming, and lacks proper communication.

94[redacted] Ludgate Drive Alexandria, VA [redacted] September 5, [redacted] President Customer Services Triple AAA of Virginia RE: Car Breakdown, No-show & Stranded for 6 Hours Dear Sir, On August 10, [redacted], I was traveling from Lynchburg, Virginia to Alexandria, Virginia when my car broke down in Amherst with a flat tire. Despite calling Triple AAA for assistance, no one arrived for six hours, leaving me stranded and in distress. My phone had poor service, and communication was difficult, with calls getting disconnected frequently. The police tried to help, but the situation was not resolved until an alternate wrecker service from Lynchburg finally arrived. This experience was harrowing, especially for a senior citizen like myself. I am deeply disappointed in Triple AAA's lack of promptness and care for their customers. I expect a refund for the costs incurred and an appropriate response to this grievance. Enclosed are copies of the bills and the police officer's card for your records. Sincerely, Shahnaz M. Ahmed