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On May 27, 2023, our daughter, aged 21, became stranded on an unknown but quiet neighborhood when her car broke down mechanically. My wife and I were out of state 8 hours away, so we requested roadside assistance through the automated process provided on their app on her behalf, and were told she would have a text message and a tow within 60 to 90 minutes. When two hours later she had not been contacted we called the number to ask for the status. They had no record of the previous request. They were happy to create a request on our behalf, but then we were told she would have to wait, in the dark, in a strange neighborhood for an additional 120 minutes. When I explained this was not good enough, that our daughter needed help sooner her response, the agent's, was to call 911.
I don't know what resources they have the available but I a struggle to understand how a company like USAA doesn't 1. ensure that it's roadside assistance requests actually get fulfilled in a timely fashion, (what if it is an emergency? Are they just going to tell people who are stranded to call 911?), and 2. have any kind of actual "emergency roadside" where they can have customers that have been waiting for hours get priority assistance? It doesn't make any sense.
At the very least USAA needs to address issues with their app roadside requests. If they can't or won't do it then they need to stop advertising "emergency roadside assistance" services. At best what they offer is vanity roadside assistance, where people can get picked when convenient. Pardon me but letting people be stranded for four hours does not give me confidence that they are offering a true emergency service.
I think after being a member for nearly 30 years I deserve more than a, "I appreciate your longevity as a member" when my daughter will be stranded for four hours in an unknown place.
Desired outcome: At minimum I think I'm entitled to an apology, or at last an acknowledgement that their service is at present, worthless and nor worth what they are advertising.
Well, too have been a member for over 15 years and paid the insurance but never received any type of service. In November 2023, has a flat tire around 6pm and call for roadside assistance. I was directed to the app and given 60-90 minute waiting time. No one came but each time the updates read arriving soon, more time was added….this went on for almost midnight and had to drive dangerously with flat tire to my home. Being stranded with kids in a car for over four hours on in dark and cold is just worse experience. We had torn rim by the time we parked our car in safety. We received another text the following morning 5am that they’ve assigned a new road service provider that will arrive between 60-90 minutes but the game kept
On repeating with false ETA then more time was added. This was very frustrating given we also had both school and work interference next day as well. USAA should do better in finding reliable service providers and assign a way for them to follow up till the customer actually receive the help they needed. Can you imagine the danger of this would have happened in a busy highway? Unprofessional and unreliable that I am filing a claim.
I have to be at the school to pick up my kids in 30 minutes from after school stuff. And they said it will be another hour beyond 430pm. So that will put my wait time to almost 5 hours.
Usaa Roadside assistance sucks. I have been waiting over 2 hours for a tow truck. And the time keeps changing on arrival as well. Beware apparently only the soldier matters. So crap on you if your retired military
Now they just called and said it will be another 90 minutes