American Automobile Association [AAA]
reviews and complaints

Got a temporary membership in the mail i live in Texas. Said temporary card expires August 31. I sent the form out a week ago for getting regular membership. Car broke down called AAA and Maryann Kalian said no, we dont have a record of your membership, here in California. I explained about the temporary membership and gave her the Temporary Membership number. SCAM. The lady made me sign up over the phone, I asked for verification she never sent it. She then hung up on me instead of transferring me to someone who could help me, get my car fixed. This was probably not a good decision

Today, July 24th 2019 at 2:30 pm I called AAA. I have a premium coverage which isn't cheap and apparently not worth it at all.
I called and a guy named Ronald on van number 97 showed up. He jumpstarted the car and then told me that my battery was at an 8% efficiency when it should be at a 100% and that I needed a new one so he offered me a triple a( AAA) battery and 3 year coverage, etcétera. He then searched for the battery I needed and said that he did not have one on his van but that his supervisor was near by and he had the one I need, he said it will take 10 min to the supervisor to arrive so he started to remove the battery. Not 10 min but 1 hour later the supervisor arrived with the battery he asked for. When he finished installing it the supervisor realised the guy had put in the wrong battery so the supervisor told him which battery. He went and took another battery, meanwhile I was talking with the supervisor asking some questions about the batteries and the differences basically clearing all my doubts. While I was doing this I look again at Ronald installing the battery and I told the supervisor I think he's putting the wrong one again. Once again he did not know how to do his job, and clearly isn't well trained and has absolutely no knowledge what so ever about batteries. I'm a 26 years old woman and I could see that the battery installed was the wrong one. To make matters worst, it turns out that he had the right battery in his van all along and we waited in the hear for 1 hour for nothing. He didn't know what he was doing, as at the end the so called supervisor ended up installing the battery.
I want to be clear on my complaint and state that Ronald, driving van number 97 with plates IABK15 is completely useless, untrained, and very rude to the client, he started shouting to my dad, mom and my self. I'm not going to judge the whole company on one miserable, useless employee that should be fired, I'm going to give it another chance but if a terrible service such as the one I just received is given to me after I pay a premium membership, I'll have to cancel my memberships and sadly will have nothing good to say about the company and will more certeza will not recommend. Pity, such a terrible service.

I have called numerous times, spoken with managers. I have been trying to retrieve my refund for cancellation and it has been ongoing for a month. I have been trying to cancel a couple of days after the request. Still no refund. I don't have time to call everyday requesting help. It's absolutely ridiculous. Im disappointed in the service. It makes no sense to reach out to a company and very no results.

I was on the side of the road when my tire blew out. I have been a long time member of AAA. Truthfully the few times I needed help I sometimes forgot I had AAA and paid someone else to help me. This time I asked for help and AAA completely let me down. I was given an ETA of 506 pm. I am a fairly patient person, but decided to give them a call at 533 pm. I was instructed that the towing service was cancelled. They claimed the towing service attempted to call me but I had the phone in my hand and did not receive a call. In fact, other people attempted to call me and I answered their call immediately. Before the towing service was cancelled, I would have hoped someone from AAA would have attempted to give me a call. Luckily, I have family in town that just came and changed my tire. Since I have been a longstanding member, I was hoping to use the service I paid for and not have to bother anyone. My brother arrived probably 20 minutes after my husband called for help. I am wondering about people that don't have help in town. I wish AAA would have let me know that the wrecker service was cancelled at least. I was at a busy intersection and I hope that they don't treat other members with this lack of professionalism. The call was initiated on 7-14-19 at 1602. The reference number is 57262. My AAA number is 429 014 [protected] 3. I have been a member since 2002. Unfortunately, as this is Sunday I can not get my tire fixed until tomorrow. I would hope that this company would have the decency to at least pay for the replacement of my tire. My name is Dr. Vanessa P. Smith. My phone number is [protected]. Any help in this matter would be greatly appreciated. Thank you so much for your time and attention.

I received a letter canceling my membership with Triple AAA for over 23 years. The person I spoke with, Leroy, in membership services was very rude and pretty much make it clear I would never get my membership back regardless of whomever I spoke with. When I asked to speak to his supervisor, Tammy, and her supervisor, Becky, the mananger, I was informed I would only receive the same message he was already giving me, however Tammy would get back to me somethime this week.
I am 63 years old, disabled, and have come to really on the services of tripple AAA. As a customer of over 23 years I should have been treated more respectful and without the sarcastic attitued. As one of the growing population of older adults I am seeing more and more mistreatment and disrespect to our group who have remained the backbone of the society we live in. Those associeated and part of the behavior of the Triple AAA member services should be ashamed of themselves.

Shiela Thompson-Robinson
[protected]@yahoo.com

I have been a AAA member since 2015, a premium member at that. On 6/30, my car battery died and wouldn't start. I called AAA, they came out to jump it and it started. The tech told me that the battery didn't fail the "test" that was necessary to replace the battery that is covered under my premium membership - I get 1 free battery replacement a year, that I have never used. He tells me I need to go to a AAA location and have them charge my battery, they'll do another test and then tell me if it can be replaced. It was a Sunday night, it was closed. I wake up to go to work the next morning, my battery is dead again. AAA comes back out, jupmstarts it, and I go directly to the AAA location. They charge my battery, do a test, and say it came back "marginal". The manager at AAA in Falls Church 7 corners was incredibly rude, I asked what the test meant he said "it doesn't mean good. it doesn't mean bad. but we can't help you and we don't know if your battery will work again, therefore we aren't going to replace your battery." so now, under my premium membership, I have no idea if my battery will start tomorrow, and my only option is to buy a battery out of pocket, even though I've been paying for my membership to cover it. I call on 7/2 and spend over an hour on the phone, being transferred to multiple people, no one able to help me, just passing me off to the next person. I finally submitted a case and was told no one could get back to me until 3-5 days. I walk out of work the next day, and sure enough my car battery is dead, again. I call AAA back and request that they please bring my battery so that it can be replaced on the spot if it fails the test. They assure me they will. The tech comes, my battery fails the test, and the tech tells me that AAA doesn't even carry a battery for my 2016 Acura. So, I've been paying a membership for a battery replacement that AAA doesn't even have. The tech tells me I need to go to the dealership and then I will be reimbursed. I take it to the dealership, it costs me $199. I reach out to AAA today for the reimbursement and now I've learned I will only be getting $125 reimbursement. Despite the absolute nightmare to get to this point, them not having the battery, I have no idea why I am paying for this service. I called customer relations and asked for an update on my 7/2 case, and they said they just received it yesterday, 7/8 and someone will get back to me in ANOTHER 3-5 business days. I asked them to please expedite it. I hit another dead end with Carolyn in member services and her best option was to transfer me to a supervisor's voicemail that I'm sure won't call me back. I was told someone will get back to me this week but I feel like I'm on a merry go round. AAA has been years of wasted money. I urge customers to find another solution because the customer service is truly horrific and they will not help when you really need it. I hope this will be rectified or I will absolutely cancel my membership.

Membership no.438 195 [protected] 7.
Requestor: Hunter Stuyvesant, cell [protected]. Initial request 1245 hrs CDT, 07 Jul 2019, to national roadside assistance 1-800-222-4357. Prob: vehicle lost electric power, quit. Requirement: have vehicle towed to Panama City Toyota dealer for repair.

Yesterday the requestor had a vehicle failure and required a tow. After the initial call, he waited 1 hour with no response. Between then and 1730 hrs he made eight more calls to get help. The towing company Gulf County Wrecking Service of Panama City Beach, FL, did not respond until nearly 1800 hrs CDT.

Tampa Customer Service (per Robert) says there was no record of a roadside assistance request until 1443 hrs (really?). So why the delay until 1800 hrs?

When tow driver picked up the car, he would not deliver it to the Toyota dealer. Said it would be held in their lot overnight and delivered the next day because the Toyota dealership was not open. As of 1200 hrs CDT today, 08 Jul 2019, I have NO confirmation from the dealer that was accomplished, even though Gulf says it was (per Tampa Customer Service).

Can't help but wonder why I've been paying membership dues for 50 years if this is the type of assistance I can expect from AAA. I want an investigation of this incident and a full explanation.

B. Stuyvesant
New Cumberland, PA

On July 5 2019, at approximately 9:15 am, I was involved in an accident, requiring a tow truck. I phoned AAA, got an operator who could speak english, but not able to understand english. I gave her my location, intersection and city, told me to hold, came back on asking again for which city, this repeated 4 times, until I got fed up and hung up on her.Officer said they will call tow truck.
I have been a member for 33 years, needed AAA, maybe 3 times in all those years, truly upset, disappointed with AAA.
Maybe you need to vet your employees a little more?
My name;
Dave Sines
2340 Burton Ave
Alliance, Oh, 44601
membership # 620 215 [protected] [PREMIER}

AAA Complaint
Incident Date: July 5, 2019
AAA#: 429 020 [protected] 8
Service: Roadside Assistance that never materialized - Tow from 601 West Huntington Commons Road, Mount Prospect, IL 60056 to Formula Automotive 310 Northwest Highway, Mt. Prospect, IL 60056

I would like to file a complaint. Yesterday, July 5, 2019, I phoned AAA for short distance towing service. The AAA agent did not transcribe my request properly and listed my request incorrectly as ‘battery service.' I received a call from a woman at AAA towing service provider All About Automotive to confirm. I advised her that I requested towing service, not ‘battery service'. I noted that the vehicle was in an underground garage with low clearance. She suggested that I phone AAA back to correct the order because it would take her 20 minutes to do it on the phone and it would be a shorter wait time if I phoned AAA directly. I first attempted to do this on the mobile app, but there was no functionality to correct a service request. After a substantial wait in queue, an agent was able to correct the order. The wait time increased. I phoned All About Automotive to inquire about ETA and was told that I was 4th in line. My friend and I waited at the driveway. I finally walked out the main street and there sat the truck. This tow driver was unprofessional, rude, and incompetent.
• He did not phone me upon arrival
• He said that his truck would not fit even though I had previously specified to All About Automotive low clearance
• He did not know how to open the hood
• He used cigarette lighter to light his way to try and hook up the battery charger. I was speechless!
• He told me that the battery was dead, which I already knew as he should have as well because I had told him that car had been sitting in storage there for 2 years
• He did not offer to install a new battery; which AAA servicers typically do. After witnessing the cigarette lighter incident, I would not have trusted this man beneath the hood of my car again.
• My friend suggested that we push the car out. The driver disappeared without a word to use back into his truck. Not knowing what was happening, we waited
• I receive a call from the woman at All About Automotive saying that they are not permitted to push the car, which surprised me because it had been done before by AAA. She said that they could not because of insurance. I said that I understood but went on to inform her hat the driver was ‘a jerk', as I thought an employer should know - specifying the cigarette lighter incident. She immediately shot back, "Don't call him that" as if he was her son and not an employee. I responded informing that she was not present, did not witness the behavior that my friend and I did, and that she was in no position to make any judgment calls. I disconnected the call.
• Fast forward one hour. I call another towing company who agreed to perform the job.
• I receive a call back from All About Automotive wanting to send another driver. I inquired what would be different since they could not get the job done right the first time? She did not seem to have an answer. I also mentioned that he did not offer to install a new battery. She asked an irrelevant question if the destination was my regular mechanic and I responded yes. I informed her that I had engaged another company to perform the service which they did expertly.
• Time lapse navigating the AAA and All About Automotive snafus - 4+ hours
• FYI, the other towing company that I engaged performed the task expertly and in a timely fashion.
Facing time constraints, rather than wait for AAA, I paid out of pocket for Towne Towing. I would like to ask three things
1. Insure that this fiasco does not count against my AAA claims/service requests
2. Reimbursement for some portion my out-of-pocket expense
3. That AAA revisit its contract agreement with All About Automotive. They ARE NOT a quality, reliable service provider.
I have been an AAA member since 2006 and have never before encountered such unprofessionalism.
Thank you
Gayle A. Mitchell
847.749.3150
AAA# 429 020 [protected] 8

On June 24, 2019 around 2:00 pm EST, my car broke down in Knoxville, TN. It was sweltering heat and there was an impending thunder storm. The first AAA rep who I spoke with (a woman with an S name maybe; I do not remember the name of) insisted I give her multiple streets where I was broken down. I am not from the area and knew the main Street I was at: the East Westgarber U.S. Post Office. She still could not find it and I suggested she Google maps it and she hung up on me! Subsequent AAA reps Kevin and Brandon were very helpful. This woman was not and how many others have been hurt because she cannot do her job. No one will probably care about this complaint, but I am discontinuing my AAA membership because I cannot risk that someone will hang up on me if I am in need of help.

My spouse and I became first-time homeowner just under two years ago. We were forced to relocate to a distant part of Southern California because we were denied opportunity to rent and could not afford a home/condo closer to where my spouse works. As a result of our move, my spouse undertakes a four-hour-round-trip Extreme Commute into work in the Los Angeles area. In 2017, however, things were different. My spouse lived less than 30 miles from work but traffic was so heavy in and around the Norwalk Metro Station that commuting seven miles from the station to home took ~30 minutes — on a good day. In short, my spouse's daily commute amounted to a stop-and-go crawl.

As first-time homeowners, it meant more to us than most to have our very own roof over our heads. That's because during the "Great Recession" my spouse's employer went out of business. We went from walking down the isle nine years ago to so far down on our luck that for the first time in either of our lives we relied on SNAP and the good graces of my spouse's elderly parents for housing. Even after my spouse and I got back on our feet — with my spouse in the same job for three years — we had zero success finding our own housing. Every time we tried to get into an apartment, we were at the end of a long line of better-qualified renters. After years of being denied rental housing on account A) lack of non-family rental references, and B) a prior bankruptcy on the part of my spouse, and C) my (disability-related!) employment status, we belatedly realized that it would be necessary to buy a home if we wanted our independence/privacy back.

My spouse and I accomplished the Impossible Dream of Southern California homeownership by closing out a lifetime medical "award" stemming from an old but severe injury. I personally know what it is like to suffer following an injury and I am not unsympathetic to those who have suffered a *legitimate injury*. However, this situation, on the part of "Denise A." who has sued my spouse, does NOT appear to be that. (The accident pictures, even to a non-expert observer, speak for themselves!)

So how does this complaint relate to the American Automobile Association? My spouse has been an AAA member (auto insurance) for more than 30 years. When we entered escrow on the house, we attempted to bundle home with our existing auto coverage. AAA, however, refused to insure our house! Why? Because the previous (deceased!) owner apparently had AAA home insurance and filed a claim for storm damage. Who knew the fact that someone unrelated to you can file a homeowner's claim, and on that basis a nationally-recognized insurer will thumb their nose at ALL future applicants at a particular address? Well, that's exactly what happened to us. We were forced to take out a policy on our house with another home insurer because AAA refused to do business with us even though both of us have carried roadside for more than two decades and my spouse has been a AAA car insurance customer for ~35 years!

It should be noted that my spouse and myself drive older cars —both of which are much older than the car driven by the person who is now trying to sue us! In fact, my spouse's car is so old that it is on the verge of being scrapped. Some eight weeks ago a botched head gasket repair to my spouse's Subaru — the same vehicle involved in this accident — resulted in us being stranded two hours away from home after the belts shredded and bent valves in our engine while driving on a freeway. The car has drained our financial reserves, having required almost $3K of work, and the very same day this driver and her attorney chose to serve us — our anniversary! — was also the day we find out it will take $2K more to get the car "road worthy". As a result of the fact that it will cost more to repair the car than it is worth — and we don't have the cash to replace it — we had begun the process of inquiring with our lender about refinancing our home. A series of other financial stressors, including the fact that our house has major structural defects, only some of which were flagged at the time of sale, and for which the value of the home is, as a result, well below what the equity might suggest to a asset-hungry lawyer and his client, was ALREADY forcing us to contemplate the worst — and then along comes this lawyer who, if he continues to represent this client, will put us on the street.

So what does this have to do with AAA, specifically? Nobody at AAA advised us to alter our insurance/liability limits after we got married. Or after we bought a house. Or after my spouse had this accident! Because AAA refused to entertain the idea of insuring our house, they did NOT put in touch with an agent who could discuss our insurance needs. As a result, the topic of homeownership and any added risk that may put on their auto insurance customers never came up. How do I know this? Because after my spouse was served — on our anniversary! — I spent a romantic evening with Google reading about a subject that had never crossed our minds before: the possibility that, even while "fully insured", a driver in California can still put a target on your back. When you read that as part of collecting a judgment it is possible to force a person to sell their primary residence, you don't sleep well afterward. If AAA doesn't stop this suit from going forward, I may very well have a countersue for emotional distress and added pain-and-suffering on account of the fact that, unlike "Denise A.", I am *actually disabled* — with seven folio folders of medical documentation and a CA handicap placard to prove it.

Looking back, my spouse cannot recall ANY time in 25+ years that AAA has advised, even on the heels of this 2017 accident — that our policy should be revisited or revised for any reason. It was only after being served papers that I learned the hidden truth about automobile insurance and homeownership: A litigious driver can burn through one's liability limit and apparently go after the driver's assets to recoup the difference.

Upon being served, my spouse called AAA in the hope of having our minds put at ease about the actions AAA might take to defend us. Despite the fact that I was on the doorstep of a full-blown panic attack — with my blood pressure through the roof — AAA told us on a Saturday that we have to wait until Monday to speak with an agent. Apparently it is OK by AAA to A) Fail to warn their customers about risk of lawsuits, B) Fail to warn their customers that a person with whom one has had a (minor!) accident has apparently refused to settle and may come after you TWO YEARS after the fact, and C) Refuses to make ANY insurance adjusters available on weekends/holidays so that a customer who faces this type of action does not go into a health-endangering panic.

As someone who suffered a legitimate injury more than 18 years ago, I am not unsympathetic to the plight of the injured. I am in chronic pain every single day and my quality of life is mediocre on my best days. I wonder, by contrast, if "Denise A." is able to work? Does she own a wheelchair and a walker — like I do? Has an emergency room doctor ever discussed the option of putting her in skilled nursing facility? I wonder if "Denise A." is able to have — or care for — her own children? (My daily pain level is severe enough that I was unable to safely have/care for any children!) I wonder if her health/disability status has ever forced her to spend years on end doubling up with family members because California's high-cost housing puts independence outside the reach of many single-income households? If "Denise A." hasn't been misfortunate to deal with what my spouse and I confront every single day since we met nearly 20 years ago, my heart goes out to her. But looking at the photos, suggests a different story.

My spouse and I are disappointed with AAA for allowing this person to (apparently) file a claim — without warning us that the driver (apparently) refused to settle. After all, my spouse provided the agent to whom the accident was reported the attached photos showing little/NO damage. Because the accident occurred at slooooow speed, the aftermath of the accident was as low-key as an accident can get. The (non) severity of the incident did not cause overt/visible damage to either car, did not prompt a police report and did not rise to the level of calling for an ambulance!

How many of us have heard — or found — that many a modern car cannot handle a 5MPH collision without significant repair costs? In this case, it doesn't require a seasoned insurance adjustor — or personal injury attorney — to infer from these pictures that the harms asserted in conjunction with this incident in no way are proportional to the evidence at the scene of the accident. (For that matter, how can we rule out if this wasn't one of those fraud setups wherein the person who WANTS to collect on insurance steps on their brake just as traffic begins moving from a stop as a means to provoke an accident?)

I spent my wedding anniversary with Google researching what kind of lawyer would take such a case. The answer is, they wouldn't — not unless the person who is the target of the lawsuit is a homeowner! The first consideration in a contingency lawsuit following an auto accident is to investigate if the target has any assets. Because my spouse and I — who drive 13+-year-old cars and could not even qualify for an apartment— at last have a roof over our head thanks to REAL PAIN AND SUFFERING, we now have someone who did not sue at the time of the accident — when we had Zero Assets — emerging from the woodwork right about the time we had something to take!

AAA's lack of communication, whose inaction allowed us to be served papers BEFORE AAA made a proactive effort to assure us that they have our backs in this matter, is itself a cause of emotional distress. If we have to counter-sue — or declare bankruptcy to protect the roof over our head — we most definitely will.

In conclusion, I am posting this complaint to warn other first-time homeowners what is really at stake from this "best kept secret" in the auto insurance/ambulance-chase industries. Second, I would like AAA to explain WHY they make no apparent effort to educate consumers through their website or through m ailed/printed materials to the fact that lawsuits are still possible even if one carries uninterrupted automobile/liability insurance. Lastly, for those who have any doubt as to whether or not the driver could have been hurt in a way that justifies a lawsuit some two years after the fact, take a look at the attached pictures and decide for yourself if this looks like the kind of automobile accident where the driver ought to be able to hire a lawyer to threaten somebody's HOME.

Date of Incident: Tuesday, June 18, 2019 at 6:30pm
Client Number: [protected]
My car broke down at 6:15pm in a two hour parking spot at a railroad station. I called AAA and they said they could not find a tow truck, but will continue to try and will update me in 10 minutes. We are in a suburban area and I see tow trucks all the time, all hours of the day. Why won't a tow truck respond to AAA? I have been waiting here for 3 hours and no-one is updating me on when someone is coming for me. Is someone coming to help. Its dark and gets dangerous at night. Where is my safety net AAA? I'm waiting still.

I take the family plan for years and rely on AAA to be there for my young adult children when they break down. Now I know I cannot rely on AAA. Not only will I not renew (member since 1999) but I want a refund for my family plan for 2019-2020. Obviously I cannot get service from you if you could not respond on a Tuesday night at 6:30pm.

Please let me know if someone is coming and when they are coming. Thank you. [protected]

AAA Experience 061319

My wife Robin Quinn and I have been AAA Members since 2013, we are Premier Members and have our Trucks, RV, and Motorcycles covered.
We've made a call to AAA once within the past 2 years to "jump" my wives' vehicle and the service appeared to be fruitful.
On Thursday 061319 at 1pm we made a call (1) to AAA as one of my vehicles needed a tow. The vehicle in question is a 2016 Ford F250 Super Duty 4x4 Diesel.
We instructed the young lady during the initial call where we were located and explained the location to be a dirt road. We went on to explain the vehicle is not at our physical address and was closer to the paved road. After a few minutes on the phone the young lady was adamant she understood and had the location correct. She placed me on hold for 3-4 minutes. She then instructed us the tow truck service would arrive within the hour.
Shortly after the call I received a text from AAA indicating the driver's route, time, and it had the pick-up location listed as: 505 Shadow Lane Ormond Beach Fl which was incorrect. As I was attempting to contact AAA to discuss the incorrect address, AAA called me (2). I explained the confusion with the address and stated the correct address is: 505 Shedd Lane Ormond Beach Fl. I'm placed on hold for 4-5 minutes.
At that point I was instructed the tow truck driver would now arrive no later than 3:05pm.
At 3:05pm I received a text from AAA indicating the driver's route, time and this time it had the time of arrival listed as 3:55pm. I placed another call (3) to AAA and discussed the confusion on the time of arrival again. I'm placed on hold 4-6 minutes. The representative stated the driver is enroute and he was held up on another job.
At 3:53pm I receive a call (4) from Alex, the tow truck driver for AA Accurate Towing & Tire Repair. Alex states he is at the intersection of Durance Lane & Leeway Trail and the road is flooded. Alex states he can not come down the road any further. For all intents and purposes my vehicle is approx. 2 miles away from this intersection. I explain to Alex that there are no issues with the road, it is raining slightly and there are a few mud puddles but nothing extreme. He stated he is not coming down the road and disconnected the call.
I now call (5) AAA to discuss…. I tell the young lady that the driver stated he was located at the intersection of Durance Lane and Leeway Trail and he stated it was flooded with water over the road. I explained to the young lady on the phone that the road is not flooded and that it is only raining lightly. Furthermore, I stated I was just at the intersection approx. an hour or so prior as that is the location of my mailbox. As I'm having this conversation with the young lady a Honda Civic passenger car passed me on the very same road the tow truck driver stated was flooded with water over the road. Behind the Honda Civic was a large semi flatbed truck hauling a load of sod. I explain to the young lady on the line that how could either of these vehicles make it down the road if in fact the road was in the condition indicated by Alex the driver form AA Accurate Towing & Tire Repair? She places me on hold 7-9 minutes. She comes back on and continues to state the obvious and agrees with the driver, so I request a Supervisor.
I'm placed on hold 6-8 minutes when Ryan Product Specialist (6) Employee # 61922 greets himself and his position and proceeds to tell me AAA does not service uncovered or unmaintained roads. I explain to him that this road is a maintained uncovered road. It is maintained by Flagler County Florida and the road was just graded the previous day. I explain the entire situation that has encountered, and I explain that I was just at the intersection where the initial driver stated the road was covered with water. I explained that the very small Honda Civic and very large semi loaded with sod just passed me a few minutes prior. I stated how is it possible that ALL of the people I spoke to prior to him and discussed a dirt road and not one person stated AAA does not cover these areas……. He told me to read the website. I asked Ryan if AAA is going to leave me stranded on the side of the road? Ryan responded by stating; "We didn't put you where you are!". I requested the address of AAA Corporate office and another Supervisor. I was placed on hold for approx..8-9 minutes.
Andrew Employee (7) # P53169 Supervisor of Roadside Service from Omaha Nebraska comes on the line and I explain all the above.
Andrew states he will get me taken care of and will locate a company that will come get me. I'm placed on hold 3-4 minutes when Andrew comes back on, gives me the name of Rogers Towing and Recovery out of Bunnell Florida and they will arrive within the hour. Andrew provides a direct number to reach him personally in the event there's another issue. This is great when you've been stuck on the side of the road with your vehicle for hours.
The hour comes and goes so I call AAA (8) as the driver from Rogers Recovery is nowhere in sight. I speak to Dorothy Employee #65513. Dorothy tells me Pratts Towing from Deland Fl is enroute. I ask what happened to Rogers Towing and she tells me they declined. She tells me it will be another hour or so before they arrive. I give her a brief history of my day and being told all different types of scenarios etc.…she commences to explain to me that AAA doe4sn't service dirt roads or unmaintained roads etc.… I tell her the same story I've told everyone else and stated I would call Andrew to discuss.
I call Andrew and leave a message 6:20pm
I call Andrew and leave a message 6:44pm
Andrew returns my call around 7:15pm (9). We discuss the current situation and he places me on hold for 5-6 minutes. He comes back on the line and states he spoke with Pratts Towing in Deland and they were held up and will be there in another 30 minutes.
At 8:30pm I call Andrew (10) an inform him there's no driver and I'm done for the night. At this point I have absolutely no faith whatsoever in AAA. I thanked Andrew as he was the only person truly trying to resolve my issue with heartfelt sincerity.
At that point, I hook my F250 up to a small tractor and proceed to tow my vehicle down the 4-mile road.
Shortly after we are enroute a tow truck pulls up it's now 9pm. John (10) the driver from Pratt's Towing tells me he can't tow my truck because it's too big. He said no one told him the vehicle that needed towing was a Super Duty.
I continue to tow my own vehicle down the road. As a Premier Member I'm very frustrated at this point.
I finally get home around 10:15pm and my initial call to AAA was 1pm.
There are no words that describe the disappointment and lack of trust in AAA. Being a loyal customer since 2013 and my first initial call is this disastrous.
AAA Experience 061419
On Friday 061419 morning I decided I would give AAA the benefit of the doubt.
I call the number to request a Tow. I speak with a young lady (11) and explain some of the prior night's disaster.
She places me on a brief hold 3-4 minutes.
She comes back on and states Rogers Towing and Recovery out of Bunnell Fl is enroute and will eb there within the hour. I ask her, "How can you be sure?" I said, I've been told that before and no one showed up…. I said this happened several times last night. I stated one of my biggest frustrations from the night before is no one followed up with me when the drivers were not going to come as scheduled. She asked me if I would like to speak to Rogers Towing and I said yes. She connected me.
I speak to Rogers Towing and they ask me where my vehicle is located. I give them the details of the location and they adamantly express that the have informed AAA three times last night and this morning that they do NOT cover this area geographically. They tell me they are not coming at all and they informed AAA as well.
No one from AAA contacted me to inform me of such and I'm already enroute to the vehicle. I'm at a loss at this point.
I contact a local company and they tell me they will be there in 45 minutes.
Ten minutes later I receive a call from Pratts Towing, and they tell me they will be at my vehicle within the hour. I explain the situation to them and tell them I already have someone enroute and that their driver stated he couldn't pick up my truck last night.
I write this information down to simply state the following:
AAA is a sense of security to people. It's supposed to provide a sense of relief in knowing someone is there to help in the event you have unforeseen circumstances.
Yesterday was simply a terrible disappointment. I thank God my wife and children were not the ones stuck instead of me.
I was left stranded from 1pm until 10:15pm once I got home safely. 10 telephone calls/employees couldn't resolve a simply situation.
This is a horrible, horrible, experience. I've never been treated so poorly. Other than Andrew, he truly wanted to help in a time of need.
I feel like I've been paying into AAA only to find it's a scam.

I rented a car for convenience on 5/30 in Raleigh, NC as my daughter works nights
and I wanted to make things easy for her. I only needed a car from Raleigh to Greensboro and back. My daughter would drive her car at the rest of the time. I
contacted and trusted AAA to chose a good and reasonable rental service so I went with Hertz. I was quoted 89.46 so I thought that would be great and maybe I wld just get the insurance since the car the car was affordable and I would be extra safe despite knowing I was also covered under my own insurance and also under my credit card. When I check out they charged me $354.25!
that was more that 4 times the amount of the car. I tried to call them once I got back to Greensboro to complain and cancel and talked to 15 other people and no one could get me to the right department to make an adjustment on my payment. I am so upset that you would recommend a company that was so difficult to work with, so unprofessional to try and get a complaint heard and so expensive for a small vehicle to use only for convenience. I asked for supervisors, got transferred back to airport office and still no one could help...not a good experience at all
My AAA trip was [protected] Hertz J04514215A0, Rental Record [protected]
AAA# 620-240-[protected].
Never again I will use this service!
Sincerely,
Susan Hannaford

Called AAA on Jun 14, 2019 while stuck on the side of interstate 270 in MD at 5:20om notified them of my location and was told someone would be there within 40 minute. Got a text with my service request # at 5:22pm along with a note saying call is dispatched. Also received a text of estimated arrival time 6:14.Driver called me at 5:38 and again asked me all the same questions I had just provided to the customer service rep. He did not seem to understand where I was and was quite rude. He said he would be there in a couple of minutes but after waiting another 40 minutes he never showed up and I never received any notice from AAA. I called to ask for a status and was informed that they were looking for another tow driver. Another driver called me at 6:17 and said it would be about 45 more minutes. I told him not to come and canceled my request. I had to have a state trooper stop all the incoming traffic on a highway so I could cross and get off the road. When I was in a safer location I again requested a pick-up. (car was overheating and should not have been driven but AA left me no choice as sitting on the highway was extremely dangerous. Again I was quoted the same 40 minute window or less at 7:53. That time estimate was also missed. The tow truck driver arrived at 9:06. There was no communication from AAA unless I called them and had to go through the whole menu process be placed on-hold and then finally get to someone who generally had no tools to help me. Finally got to my destination at 10pm and owed $28 for going beyond the 5 mile radius) (which I understood would be charged) but it had to be paid in cash otherwise no tow. Luckily I had it otherwise yet another problem. This was by far the worst experience and I certainly won't be renewing my membership or my mothers as she also has AAA. I would like to request at least a refund for the $28. That seems the least AAA could do. My client number is [protected]

I locked my keys, cell phone and medication in car, it was a HOT day June 10, 2019 San Jose, CA. I specifically inform Dispatcher that I could be reached at my co-worker cell phone number which I provided twice and he asked which car was I in, since I have two cars. Instead, he used my cell phone and I never got any information as to when Road Services was to arrive. Road Services came and left, while I wait at my desk for an hour. Then I placed a 2nd call to get an update and thats when the 2nd dispatcher got the correct cell phone so that I could be reached when Road Services arrived. After twenty mintues Road services texts my co-worker that he would be arriving a specific time 3:06pm after six minutes passed my co-worker received another text informing us that he had arrived and would be leaving in five minutes. My co-worker and I left quickly and to intercept the road services leaving before the five minutes were up. I asked him why he was leaving before the five minutes. He said " I couldn't find car your Honda Civic" I said "that's because I'm not in that car, I'm in the Toyota SUV. Personally I would fired the dispatcher that can not follow instruction and Road Services staff that don't have common sense to call verify that the dispatcher has correction information. I've been a Premier memeber for over 15+ and this incident made consider not to renew my membership next year.

Date of emergency: June 9, 2019
My account #:429 005 [protected] 4

I was alsone in my car with my dog. I am 75 years old. My car battery died in a Walmart parking lot in Fresno, California. I have beena AAA member since 1998. I called the road service number only to get a voice robot. It asked me if I was in California and I said yes. Then it asked me to name the city. It did NOT recognize the word "Fresno." I tried over and over again. Then it said "do you not know the city, " so I said yes. Then it said to hold on and someone would answer in 20 minutes.

I had my dog with me, the car would not start, so no airconditioning, and the temperature outside had already reached 88 degrees. I became extremely angry, frustrted and afraid. However, in less than 20 minutes a real human answered the phone, and from then on all went well.

How do you explain an emergency service that has has voice recognition software that does not work? I speak clear, unaccented English, and Fresno is a large city with over 1/2 million people. Why did the robot not recognize this word?

How can an emergency service number tell a client there may be a 20 minute wait to be connected to a human? This is inhuman.

I am sure there are other companies from who I can pay for emergency road service, and I am going to shop for one that provides a better emergency service protocol. I am so dissappointed in this company after 20 years of membership. I am going to tell everyone I know about this incident.

What I want is an apology and assurance that the technolgy issue will be fixed.

My 18 yr old granddaughter broke down at a friends house and needed to be towed home. Phoned AAA at 6:30 pm. Received text that truck would be there at 7:59 issue was text not updated stayed at that time all night she received no further response from AAA. She called back 8:00 for update. Was told 45 more minutes. Truck did not come. Called back at 9:30 talked to rep and supervisor was advised to call tow truck company directly so supervisor did not help with situation. My granddaughter did as instructed and called tow truck company directly. Advised it would be another 45 minutes . Tow truck company very helpful to my granddaughter and tow arrived at 10:05. So, she waited outside for almost 4 hrs. This is not excepitable.

Your company told me a hour wait and then never updated me on my status, when I called back they told me they were locating their team to send a driver and it's now been a 2 hour wait with still just now getting an update 43 minutes after I called to tell me the driver is on the way, but 20 minutes away. This is for a jump start. If it would take this long I would have someone else do it. Please have better communication with your customers because I'm really upset. And irked.