CB Banks USAA Complaints #282-301

USAA review: I am complaining about USAA roadside service ( 1 comment)

Edith Caponigro of Pleasanton, US

Jun 21, 2021 2:45 pm UTC

Unacceptable roadside assistance provided through USAA with inability to contact and speak to anybody who could provide assistance.

20-year old granddaughter needed tow service 6-19-21 around 5:30 p.m. for her Jeep Cherokee. We contacted the USAA Roadside Assistance on her policy who after collecting all pertinent information advised a tow service would pick up the car in approximately 1-hr. Two hours later was texted with message saying tow company had been cancelled and John's Towing & Recovery from Lodi, CA [protected]) would be coming from a location approximately 80-miles away and we should leave key in unlocked car and company would pick up and deliver to us. Kept receiving messages to say tow was on the way but no service ever arrived. At 10:00 a.m. on 6-20-21 contacted AAA who was able to tow the car within 40-mins. No contact have been received from USAA to determine if tow service was ever completed.

On 6-20-21 at 10:00 p.m. while driving another vehicle the engine stalled which required pulling to the side of the freeway, with the horrible experience with USAA the night before had to pay another tow company $475 to have vehicle towed.

This poor experience with USAA and lack of being able to contact and speak with anyone about this complaint is extremely concerning. USAA uses a 3rd party company by the name of AGERO to run their Roadside Assistance and they also do not answer calls but put you on hold for hours.

Desired outcome: Contact from somebody to help with this matter and out-of-pocket expenses.

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Cherie Kurland

Atlanta, US

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Cherie Kurland of Atlanta, US

Aug 10, 2022 10:50 am UTC

Monday 8/8/22 I called for a tow, thankfully not accident-related. I thought I arranged for one Tuesday 8am via USAA/Agero text link. No show. Spent 30 minutes making several calls before reaching a human. A few times the phone call ended after going through all of the robotic call menus. Finally said "representative" enough times to reach a human. She hinted that tow wouldn't happen but I could arrange for a jump start. Had to correct the address via chat. Monitored the USAA ETA link and watched for a vehicle outside my gate. ETA finally said "On site" but there was no vehicle. Checked phone messages and texts and found out that oops - vehicle couldn't find me, phoned, then since I didn't answer, cancelled the service request. I tried calling the VM # from the alleged vehicle and it didn't answer. Inexplicably, inexcusably lousy service.

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