AAA Customer Service Issues

To whom it may concern, On Sunday, October 21, I found myself stranded on the side of the road and reached out to AAA at 10:40 AM. They promptly responded with an estimated arrival time of 11:16 AM. However, due to unforeseen circumstances, the initial tow truck could not make it, and AAA had to find another company in my area. After a period of waiting, I proactively called them back for an update, speaking with various individuals. I felt the lack of communication during the 4 1/2 hour wait, particularly as a woman alone without heat. Safety considerations were minimal despite being asked twice if I was in a secure location. Today, my service experience was faster, but I still believe that AAA should improve communication and expedite responses when delays occur. My name is Stella Barr, and my membership number is [redacted]. I urge AAA to check in with members every 30 minutes during service calls to ensure safety until assistance arrives or to quickly engage an alternate provider. Waiting long hours for a tow is not ideal. Sincerely, Stella Barr

Subject: Complaint Regarding Thrifty Car Rental Experience I am disappointed with my recent experience renting a car through Thrifty in Boston via AAA. Upon arrival at the airport rental desk, I was informed that my rental was off-site, leading to confusion and unnecessary complications. Despite attempts to resolve the situation by staff members, including contacting the manager Rose, the process was unorganized and time-consuming. I had to incur additional costs for transportation and endured a two-hour wait for a suitable vehicle to be brought to the rental location. This lack of professionalism and efficiency was frustrating. Response: Dear Lisa D., Thank you for reaching out to AAA regarding your dissatisfaction with Thrifty. We apologize for the inconvenience you faced. Please contact our Online Reservations Booking Department at [redacted] for further assistance. We appreciate your membership with AAA. Warm regards, Joelle Gisstennar Member Relations, AAA Chicago Motor Club

Dear Sir/Madam, I would like to express my dissatisfaction with the AAA Determination concerning the reinstatement of our "Good Driver's" rate. Chiara Thomas and Amanda from AAA informed us that the rate would not be reinstated and suggested that in 36 months, we might be eligible for the rate again. I believe it is unfair that we are being charged more for insurance due to a one-time fainting spell that my wife experienced. Despite her not driving for 8 months and me continuing to pay premiums for both cars and drivers on our policy, as well as membership fees for three drivers, the total cost amounts to over $[redacted] per year. We have also included documentation from the doctor and DMV to support our case. As loyal customers of over 20 years with three cars and our home insured with AAA, I strongly urge reconsideration of the good driving reduction for Ann. Yours sincerely, Nathan Bohl

My husband and I contacted AAA at 9:15 am for a tow truck as his car wouldn't start, despite us attempting to jump it. We were informed the truck would arrive by 10:35 am, which was acceptable. However, a man arrived without a tow truck, checked a few things, and advised us to call AAA again for a tow. When we did, we encountered issues with changing the destination and attempts to sell us a rental car instead. After clarifying, the ETA for the tow truck became 12:00 pm, resulting in the car not being fixed today and incurring us additional expenses. While a member of AAA for over 9 years with Premier service, this experience has left me dissatisfied unlike before, especially given our loyalty and previous positive encounters.

Hi, My membership number is [redacted]00. I have a claim # [redacted][redacted] and a reference # [redacted], but I am unsure if they are correct. I recently received a letter from a member relations coordinator named Thomas Wilkinson dated August 6th regarding a claim I submitted on July 6th. The issue is regarding my shifter being broken/bent when they forced it into neutral, which prevented my car from starting. The garage reported this to me upon its arrival. Despite numerous attempts, I have only managed to speak with Mr. Wilkinson once, and he requested a receipt for the shifter repair from the garage. I have tried to get in touch with him to clarify where to send the receipt and discuss the progress of my claim, but have not received any response. It is now almost November, and I still have not received an update. I would appreciate it if someone else could assist with my case or if a representative from headquarters could contact me. I believe the current individual assigned to my case is not effectively managing it. Thank you, Rick H. [redacted]

I experienced a flat tire on the freeway, so I contacted AAA for a tow. I informed the representative of my location and paid the additional $90 for exceeding my yearly limit. Despite receiving texts that they were en route, the scheduled towing time passed. When I contacted AAA, I was shocked to learn that the towing company claimed they left because I didn't respond. I requested to speak with a supervisor and was connected to Angelic. I expressed my frustrations about AAA's choice of service providers, which I had never encountered before. Angelic assured me she would elevate my case to dispatch and call me back with a solution. After not hearing from her, I had to follow up for an update myself. This lack of communication and professionalism was unsettling, especially while being stranded in an unfamiliar location. If supervisors like Angelic exhibit poor customer service, it's no wonder others may as well. It's disappointing to see AAA's once solid reputation for reliability and trustworthiness called into question.

On October 29, [redacted], I contacted AAA Roadside Assistance at 5:53 a.m. using my membership number [redacted] for a flatbed tow truck due to my vehicle's engine coils misfiring. Despite multiple calls and text messages, the assistance was delayed by almost three hours, with each text extending the wait by another half-hour. I expressed my dissatisfaction with the prolonged wait and the service not meeting the expected reliability level. After numerous attempts, the tow truck finally arrived three hours later. The suggestion to use the AAA mobile app did not resolve the issue either. This disappointing experience, compounded by previous incidents like the mix-up in location during a past service request through the app, indicates a decline in service quality. As a member since [redacted], I expect consistent and prompt assistance, which seems lacking. This situation raises concerns about the value of membership compared to the service provided.

On October 29, [redacted], at 5:53 a.m., I reached out to AAA roadside assistance seeking a flatbed tow truck for my vehicle due to engine coil issues. Despite multiple calls and texts, aid was delayed for almost three hours, pushing the estimated arrival time each time. The service fell short of my expectations, as I stressed during my calls. Finally, a tow truck arrived after nearly three hours of waiting. I am disappointed with the inefficiency of the service, including the AAA mobile app, which failed to accurately dispatch help in a previous incident. As a member since [redacted], I expect reliability. The deterioration of service quality is concerning, given the cost of membership. I urge AAA to address these issues by refunding the membership fee or providing a complimentary renewal for the upcoming period.

In January [redacted], I purchased four new tires after a recommendation during an oil change. Despite having only driven 14k miles, the tires constantly lose air. I have visited the shop twice in the past two months for this issue. Recently, they replaced one tire with a new one, which has also gone flat twice, causing a safety concern. When I expressed my frustration to the store manager, instead of addressing the problem, he blamed me for the flat tire. Regrettably, in the heat of the moment, I used inappropriate language, for which I apologize. The manager subsequently banned me from the store. The new tire they provided appears to have been deliberately damaged, showing exposed threads. I am seeking a replacement tire from a different location or a credit to purchase new tires elsewhere.

I am looking to renew my AAA membership after receiving documentation from the Mass RMV about obtaining a Mass. ID through AAA. I had been a member for many years until health issues prevented me from driving due to a spinal condition. While I could get the ID through Mass RMV, the long lines and inaccessible Boston offices make it impossible for me. I contacted the Newton AAA office today to start the renewal process and obtain my Mass. ID. However, I was told I couldn't renew my membership because I am no longer a member, despite my willingness to rejoin after being a long-time member. This seems discriminatory towards the disabled and disrespectful to a loyal member like me. I am questioning if this policy is accurate and seeking guidance on how to renew my membership to get my Mass. ID.

I made a service call on 11/9/[redacted]. The person who answered the phone took my information and said he would dispatch a tow truck. He did not mention I needed to be with the vehicle. I left my son with the car, went home to take my medicine, and had to beg for help when I realized my son was waiting with the vehicle. After 2 hours, I called again and spoke with a problem solver who finally sent a tow truck after I insisted. My son waited over 3 hours. I've been a AAA member for over 10 years and have family members with AAA too. I'm disappointed with how the problem was handled and would appreciate an apology.

I made reservations through Megan Evans at your AAA Travel Reservation Center. Our airport locator is TFRUGK / AA. We left Sacramento at 2:22pm and were due to arrive at DFW at 7:40pm. Even though we arrived at Sacramento International Airport over 2 hours before the flight, we were delayed. Our flight only arrived at the gate at 7:48pm and it took 15 minutes to unload. By the time we disembarked, it was already 8:03pm. The connecting Springfield flight departed from gate B37 on the other side of the airport at 8:20pm, with doors closing 10 minutes prior to departure. It was practically impossible for us to make it to that gate on time with the distance involved. We had to wait for passengers to disembark leisurely. The situation didn't align with the expected computer timings, making travel insurance seem unnecessary when we were at the airport well in advance.

I borrowed my daughter's car to drive to the hospital, but it stalled en route. I managed to get to the hospital and was admitted. After checking in, I called to arrange a tow for the car. The person I spoke to didn't let me explain my situation properly about being hospitalized and unable to go back to the car. I wanted them to make an exception and move the car, but they weren't accommodating. If this is your company policy, please let me know about your refund policy.

Hello, my name is Kimberly Scott from West Deptford, New Jersey, and I have been a dedicated AAA member for many years. I recently requested AAA's assistance to replace the battery in my car. Upon the service person's arrival, I was taken aback when a sticker of the confederate flag was on the clipboard he handed me to sign. I was deeply shocked and offended by this display of racism. Although I chose not to confront the service person directly, I believe it is crucial for the corporate office to address and handle such inappropriate behavior promptly. I have documented this incident with photographs as evidence and seek to be contacted to understand the actions being taken in response to this issue.

I have been a AAA member since [redacted] but felt undervalued during a recent breakdown on 11/17. Despite the helpful service from William at First Choice, I faced issues with getting my battery replaced by Fleet's Battery Service, a contracted AAA provider. Following William’s advice, I contacted AAA on 11/19 for assistance. Unfortunately, the instructions given were unclear, leading to confusion when two service vehicles arrived, one leaving abruptly without explanation. After multiple failed attempts to resolve the battery issue, including inaccurate information from a service provider, I was left frustrated and inconvenienced. I canceled the last service call due to the lack of efficiency and professionalism displayed throughout the day. My request is simple – I expect a replacement battery at no charge, without additional fees or impacts on my account. Sincerely, Shirley O. Email: [redacted] Phone: [redacted] Account: [redacted]

I have been a member of AAA since the 1970s. On August 17, [redacted], my car was towed through AAA, and the tow truck driver damaged my car. I reported it to AAA immediately. Since then, I have called numerous times, always being promised a return call, but have received none. This incident occurred three months ago. Today, when I called, I was given the same response of waiting for a call back, but again, no one reached out. I am now considering seeking legal advice since no one at AAA seems willing to address the issue. Despite having photos of the damage and the tow truck involved, no one has requested them, and my car remains damaged and unresolved. My membership number is [redacted] and my name is D. Lupacchino. I can be contacted at [redacted]. It is disappointing to be neglected in this manner after being a loyal customer for so many years.

I have been a loyal member for 21 years. My membership number is #[redacted][redacted]. I am disappointed to see that loyalty is not valued anymore. I purchased my first car battery in [redacted] and my second one around [redacted]. On October 22nd, I called AAA for service as I needed a new battery for my car. After waiting almost 2 hours, the service technician informed me that my battery has been discontinued by AAA and suggested I go to PepBoys. At PepBoys, I waited for another 2 hours until it was after noon, and reluctantly paid $[redacted].00 for a new battery. I contacted your company to express my dissatisfaction, and was informed that I could receive a $60.00 credit towards my next renewal on September 1, [redacted]. I requested the credit be issued to my American Express instead of waiting for 10 months, but the offer stood. This experience has made me doubt the value of my loyalty, and I am considering not renewing my membership next year in September. I joined AAA initially for reliable service, convenience, and peace of mind, none of which I received during this incident. Regards, Ada M.

My name is Amber B. and I am facing several issues. Firstly, when I called for a tow on a Tuesday, I asked if I needed to be present for the tow and was told no by the service representative. However, when the driver arrived, he requested my membership card and I was not present. I later found out my vehicle had not been towed to the dealership as planned and had to wait a long time for a tow while receiving incorrect information on the estimated arrival time. I complained to supervisor T. about the incorrect information provided by the representative. Due to this frustrating experience, I am hesitant to renew my membership and feel a complimentary membership for a term would be a suitable resolution.

I am writing on behalf of my mother, G.S., who has been a member of AAA since [redacted] with membership number [redacted][redacted]. On November 21, while driving near Temple, Georgia, her tire blew out. Despite spotty cell service, after contacting AAA, she was advised to find help on her own as no one in the area accepted AAA payments. She was given numbers for two towing companies, but due to poor signal, she couldn't reach them. Ultimately, someone passing by helped fix the tire for $[redacted]. Disappointed by the lack of assistance, we are now reconsidering our AAA membership, especially since my mother drives in rural areas. We would appreciate a call on Monday to discuss this matter further.

I made a hotel reservation on AAA.com for its flexible cancellation policy. However, after receiving an email from Booking.com with a conflicting cancellation policy, I faced a frustrating back-and-forth between the two companies, each blaming the other for the issue. Despite speaking with a manager at AAA who assured me I wouldn't be penalized based on their policy, Booking.com's message contradicted this. The ongoing dispute and lack of resolution have left me feeling misled by both AAA and Booking.com. I have decided to cancel my AAA membership, share my experience on social media, and encourage others to reconsider their association with these companies due to their unethical behavior. The situation has been time-consuming and disheartening, highlighting the need for transparency and accountability in the travel industry.