Canadian Automobile Association – Did not get service

Subject: Formal Complaint Regarding Misleading Service and Missed Appointments – CAA

Dear CAA Customer Relations,

I am writing to lodge a formal complaint regarding the extremely disappointing service I experienced on August 26–27, 2025.

On August 26 at 4:00 PM, I contacted CAA to request a battery replacement for my 2017 Mercedes-Benz. The call center confirmed that CAA provides this service and even gave me two battery model options with prices, which I agreed to. A driver arrived promptly at 4:47 PM, but upon arrival, he explained that CAA does not replace Mercedes-Benz batteries.

I immediately called CAA again. The representative apologized and promised to send a specialized technician within 32 minutes. However, the next person who called me only offered to tow my car to a dealership, not replace the battery. I was shocked that I had been misled.

I called CAA multiple times, each time being reassured another driver would be sent. After more than 3.5 hours of waiting, no one arrived. I then asked for a supervisor and was connected with Nadia, to whom I explained the entire situation. She listened patiently, but then informed me that while a driver could be sent, she could not provide a timeline — essentially asking me to wait indefinitely. When I asked why I had been repeatedly misled, I was offered $25 compensation, which I found unacceptable.

After insisting on a fixed time, she booked me for 7:00 AM on August 27 and assured me it was a confirmed appointment (Complaint ID: 3560772). However, on the morning of August 27, I waited until 7:20 AM and no one arrived. I had to cancel the appointment through the automated system and leave for work.

This experience raises two very serious concerns:

Misinformation and false promises: CAA repeatedly assured me that my battery could be replaced, when in fact it could not.

Accountability: Even after escalating to a supervisor, I received no proper resolution, no commitment, and continued to face misleading statements.

As a paying annual member, I expect honesty, reliability, and accountability from a reputed organization like CAA. Instead, I wasted hours of my time and was subjected to deliberate misinformation.

I therefore request:

Fair compensation for the time and frustration caused.

A formal apology acknowledging the repeated misinformation.

I sincerely hope this matter will be taken seriously and addressed promptly.

Sincerely,
Zilhurain Jaigirdar
Phone: [protected]