AAA

To Whom It May concern:

My husband and I have been AAA members since 1993. I do not know what has happened to your so-called Customer Care department, but it needs to be silverly improved. Yesterday I was left on hold for over 2 hours and finally hung up before I was able to speak to a representative.

On January 5, 2023, I called AAA because my battery was dead on my 2010 Mercedes 350E. The woman at AAA insisted that I tell her what type of battery I had before she would send out a service truck. My car was at my office when I called, and I was using my husband’s car because I needed a car for a real estate appointment.

I told the woman that AAA had installed the last two batteries in that car and that they had records at your office. I had verified the date and records with a previous advisor from AAA. The woman on January 5th was either too lazy or too inept to look up my records. When I got back to the office, I called AAA again. This time I had a copy of my receipt from AAA (attached) showing that they installed a new battery on 4-15-2020, the type of battery and the
3-year replacement warranty on that battery.

I called AAA again, with that information. I waited another hour+ for the service men to arrive. When they opened my hood, they told me that they did not have the battery that I needed nor could they get one. AAA actually INSISTED that I give them the type of battery I had and then sent out service men without checking to see that they had the property battery. I waisted almost 4 hours on this nonsense. The service men at least were very polite and helpful unlike your AAA representatives. They jumped the car advised me to take it to Tire Kingdom and have the battery replaced there. Before, doing that I called AAA to verify that AAA would pay for the new battery (invoice attached as well). The AAA advisor said that it would be no problem; have the battery replaced and a reimbursement form would be readily available on your AAA website.

That opened a whole new time-consuming ordeal. I could not find the form on the website so I called AAA again for technical support. That’s when I hung up after waiting for over 2 hours with no help.

I am 72 years old. I have been a AAA member for 30 years. I pay for your service and in return I expect what I pay for. We have utilized your services very little in the past 30 years, but until now, when we called your service was excellent.

I have been a member for 10 years, I called AAA for a tow and was dispatched a tow truck that should’ve arrived in 45 minutes, I am now five hours into my way it is 2:17 AM and I just got a text update that a truck will be arriving after 4 AM. I called customer service and asked if this is standard protocol and Tonya y410 said I could call a third-party tow truck company and send in the bill and they could possibly reimburse me I am very disappointed with AAA customer service.

I think it is time for a class action lawsuit

My name is Rita Thomas ID number is 429-014-64 42 59 34 08,
My daughter is stranded 29 miles from home and I told them I could not go cuz I had hip surgery and she couldn't use my car because I could not be there that is not right a woman alone with two flat tires and you can't go get her if I'm not there that don't make no sense to me y'all need to change that policy of someone needs to be there and then you try $7 a mile if you only got a 5 MI membership and that's crazy we're going to pay $200 just to get home this not might not be in the best spoken words cuz I'm talking it and I'm very upset and quite sure you're not going to do nothing about it anyway but I just had to let my anger out thank you

To Whom it May Concern,
My husband and I were left stranded yesterday, Monday, July 25, 2022 beginning around 12:00pm, after we locked our keys in the car. We immediately went into the AAA app and requested roadside assistance. After completing the information within the app, we both had an uncomfortable feeling about it so we called the number listed within the app. We were told that someone would be contacting us shortly because the job had been assigned and accepted. This began our journey of waiting over 4 hours for help from AAA. We made upwards of 12 calls to AAA - to be told that someone was on their way numerous times (and no one ever showed up). We finally were able to reach a local wrecker service who arrived within 5 minutes and was in the car within 2 minutes.
We have been with the company for about 10 years and are very disgusted with the treatment, lack of concern and lack of service we received. Your company pushes people to use the app - which does no good and I'm not sure it even works. There is a huge disconnect between states (we live in Tennessee, but were travelling through Alabama at the time returning from vacation). I can not decide if you train your customer service representatives to lie to customers or if they honestly do not know about your lack of service providers. We were told numerous times that someone would be returning phone calls, and no one ever returned our calls. We were contacted at 6:00pm yesterday at the end of shift because our claim was still open and she asked if anyone had ever shown up to help us - you never sent anyone, so no, you all did not do your job nor did we receive the service we pay for each year. I, as a mother, am extremely disappointed that I believed that having AAA was a security measure in place in case one of our children needed help, but after our experience yesterday - that is not the case. I have no doubt that we would probably still be sitting in the same location if we had not taken upon ourselves to call for help.