American Automobile Association [AAA]
Reviews and Complaints

Car was towed to a AAA approved mechanic on Thur. Gave diagnosis on Friday told we can pay the $130 fee for diagnosis or &706 to fix which includes fee also was to to leave car over the weekend so he can give full diagnosis( thought you did that on already) pick car up on Tues mechanic hand to maneuver shift to start drove car. Parked car went to start car didn't start mechanic says to play with shift. He knew that was the problem from the beginning why did he find something else wrong to charge so much money? And still don't fix the problem? Called AAA told to wait 3-5 days for garage mechanic to get back to me. Meanwhile I asked to be towed to AAA service center and have diagnosis waived. Told have to wait 3-5 days for feedback.

Two years in a row we took our cars to PRO-BILT for AAA's annual get ready for winter service special. Each year something ended up wrong with our car after their service. This year my car was real sluggish and took a while of driving to reach over 40 miles per hour. Come to find out the technician had left the oil cap off the engine. It was wedged in the space where the hood would lock. We could not shut our hood and almost broke the latch trying to close the hood. When I called back to find out what happened the owner or manager said, it was not his fault my car wasn't running and if I didn't like the service I could take my car elsewhere. He also said AAA has many other service centers in our local. I said but they referred me to you in my area. The manager did not seem at all interested in helping me.

Hi, my name is michelle Sessoms and I live in Mcdowell County NC. We had an accident in the torrential rains late sat early sun morning. Hydroplaned and landed 10 ft down on a field. It was around 30 degrees outside. Called AAA and was given the run around with phoney ETA'S for tow service for 2 hrs until hwy patrol came. Took me home and my husband without a coat stayed with the truck thinking surely A tow company would eventually show. 4 hrs went by and AAA never called us, he just kept calling them. Finally after 4.5 hrs AAA started calling us and supposedly still trying to find a tow co even though there was one' 2 miles from our accident.  6 hrs later my husband gave up and called the tow service that was 2 miles from the accident and it took them an hour to get there to tell us there truck would not do the job. That tow service called another tow service about 5 miles from us. Took them an hour too but they got the truck out. 7 1/2 later in the freezing cold my husband sat and waited while AAA did nothing. I have never ever experienced anything so ridiculous in my life and felt like you should know...

On Sunday 10/29 I locked my keys in my car. The service provider was ProTow from Elizabeth City. He came out and spent what I thought was way too long to get into the vehicle. About mid-way through the process I looked over and noticed a large crack in the windshield. He vehemently denied having anything to do with the crack. He told me it was impossible for him to have broken the windshield and insisted he came nowhere near it in the process. I had watched part of the process and would describe him as inept at best. At one point he actually got into the bed of the truck and tried reaching over the top of the truck to reach the door lock.
There were no issues with the windshield when I got out of the vehicle nor were there issues until some point in the midst of his attempts.
I need to have my windshield replaced free of charge because it was damaged by one of AAA's contracted employees,

I started the process of canceling my car, home, flood, and motorcycle insurance 2 half months ago. To prevent Getting the email I got this morning on a Saturday that if I don't have proof of a full year of flood ins they won't cancel my policy for a full year. If he had done his job the check would have be sent from AAA to Auto Owners o month ago but no I have to ask my ins agent to come in on a Saturday so I can pay another year flood ins. So now I will have to fight to get my money back. I know hey will send the check to the address or screw this up so I have to wait months to get my money back. The worst customer service ever. I am going on ever website I can find to put this out there, I hope he never writes another policy!

Maybe more sales reps are needed in your stores because I waited for more than 10 minutes before someone even said anything to me. I decided to sit and put my feet up on the desk. Lets say that got their attention. So I approached the sales desk and the women told me I will be with you once I'm done with my call. Funny, she didn't have the receiver in her hand.

I experienced a roadside flat recently. AAA roadside assistance towed my car to the AAA service center on Monday 09-Oct-2017 after my AAA battery had been largely depleted from having the hazard lights on for over an hour. I wrote on the night key drop envelope space provided that the AAA battery needed charging, in addition to the tire replacement.

I received the car back on Wednesday 11-Oct-2017, and immediately noticed that the entire car vibrated and shuddered when accelerating over 70 mph. After a couple of days of this, I brought the car to a local mechanic on Monday 17-Oct-2017, who identified both the tires and the battery as problematic. The next day, I went back to the service center to resolve both issues. Regarding the tires, service center grudgingly admitted that the weights were misaligned on one or more tires, but never apologized for the error, or offered any type of refund. Regarding the battery, they claimed it was not covered under warranty because the alternator was bad.

For a second opinion on the alternator, I went to my mechanic, who stated that the AAA battery was bad, that the alternator charging the 12V battery at 13.6V was sufficient, and that it did not need replacing. I called the manager at the service center (Mike) who offered me a full refund on the AAA battery. My local mechanic then installed a brand new battery.

When I returned to the service center that day for the refund, Mike said (1) that the battery was not purchased from THAT center and they couldn't refund as a result, (2) that the battery warranty period was over so they could offer a 75% discount but not a refund, and (3) that the battery could have been charged for 82 minutes at 40A and would have returned to full strength. No one at the center initially told me that I could have merely had them charge the battery and lived with the old alternator - it felt like they just wanted to sell me an alternator. I wasted hours going back and forth, and am really disappointed in the poor service.

I called AAA because I got a flat tire on I-75 S right before exit 41. I called and signed up as a new member because I was in need and had 2 children in the beckseat. The lady on the phone could not understand what I was saying. She kept saying she couldn't find me. My location was pretty straight forward. I waited 2 hours for the serviceman. The app said he had arrived and he hadn't. I had to call AAA and she put me on hold to try and find out where he was. The Ky State Rd Dept ended up stopping and helping me. I called AAA back and told her to cancel everything. I called AAA the next day to complain and get refunded the $ 100 I had payed for a service I never received. The lady said they would refund me and I have still not been refunded. This occured on 10/9/17.

I have been treated unfairly by AAA with a claim I have on going for renters insurance The company stated to me that I need a receipt for every single item that was stolen. I was originally told that receipts, pictures, manuels, and maintenance records were enough evidence to support ownership of my items. now they state that I have to provide a receipt for every single item it has been over 4 months since the claim started and it is still not fully resolved. Also the investigations team has violated my privacy rights the investigators name is Travis Fordham he works for AAA costa mesa CA. During his investigation he has shared my personal income information with my neighbors and private personal information. i don't know where to go from here please advise

On October 13, 2017 our 2005 Dodge Ram truck was parked at the Christian Science Church parking garage about 12:45 PM . The garage is under ground at the church. When we returned and tried to start it, it would not start.

We had left our cell phones at home but the parking attendant was kind and let me use his phone to call AAA The garage attendant helped to determine that the problem was not the battery but the starter. AAA was called at 4 PM and the tow service that arrived at 5 PM told us that his truck could not tow our vehicle to our home due to the weight of our truck. He said that he would extradite it from the garage and park it on the ramp outside leading into the underground garage. He did a great job of getting the truck out of the garage and parked on the entrance ramp to the garage.

Another truck was to come and tow it to our address in Needham, Ma. We were told that if he did not arrive by 7PM to call AAA. I did call and was told that a tow truck reported that he had arrived and could not find the truck. I was told that another tow truck would be arriving at 8PM.

For the record the truck is bright red and my husband and I were sitting in the truck facing Huntinton Ave which is the entrance area to this garage. NO TOW TRUCK DROVE BY.

I did see a tow truck from Waltham, Ma and I walked out into the street to see if he was the truck that was going to pick us up. He told me he was AAA but he was scheduled to pick up a car parked in front of the CVS which is further up on Huntinton Ave.

I called AAA again and told them that my husband and I were going to get a cab and go home. After a long wait I was told a truck would arrive by 8:45 PM and if I gave them my credit card info the truck would be towed without us waiting. After the disaster this experience had been I was not about to give anyone my card number over the phone!

I was then told that if we waited a truck would be at the garage by 9 PM. At 9:30 PM my husband and I left and spoke with a Boston Police officer out side Symphony Hall to explain why the truck was parked where it was and asked if he could tell us how to get a cab to go home.

The following morning my husband took a cab to Negoshian's Towing Service in Newton, Ma. and went with the driver and got the truck towed to Needham.

When I arrived home there were a couple of messages on my cell phone from [protected]@D Trucking. I checked on yelp and they have a TERRIBLE rating. I would like to suggest that you do not use them anymore.

The fee for Nagoshian's towing was $275. They are AAA. Could you give us the AAA rate and refund the overpayment .

We would appreciate your attention to this letter so that no one else has to wait with an inoperative vehicle 5 -6 hours in a city the size of Boston.

I do appreciate you attention to the matter.

Nancy and Derek Eaton
187 Fisher Street
Needham, Ma. 02492
[protected]
www.neaton65@yahoo.com

What you going to read here, this the truth and all the truth, what I'm Experiencing on Monday 10/9/2017, one of my worst day in my life, and definitely worst Experience with AAA, and the Towing company, Remember every person that I spoke with, doing me and my wife, over 6 hours waiting to be towed, i mention to him/her what is the reason for my trip to Philadelphia, I live in north Jersey, and every few weeks I'm going to have a chemotherapy in Philadelphia, as I leave the clinic about 3:30 pm to route 95 North, about 10 minutes the engine light appear on, and the car start to slow down, and I stop soon I find a safe shoulder, within 15 minutes road service arrived, and He recommend me to go to the next exit and to find a
safe place, he stay behind me till I got to Wawa parking lot, at that point 5:07 pm I made first contact with AAA in north NJ, and the switch me to AAA Philadelphia area, after I give all the detail, I was told it will take 1 hour or less, I believe by 6:30 pm someone called me to give ETA, for few minutes driver will arrive, finally first tow track arrived, and Shawn the driver, find out The car going to be tow to queens NY, and he was a little nervous, and he mentioned to me that all the toll on my responsibility, I was agree with out tell me how much it's going to be, within few minutes he say to me I'm sorry I got a bad news, I can't pull down my flat back of the truck to pick up the car, you have to wait a few minutes to another tow truck, I said ok and even tip them $10. agin I wait wait and wait much longer then few minutes, finally second driver by name Miguel arrived, jump from he's truck and told me, your responsibility for the toll back and forth, and this going to cost you $200, 00, I ask them why so much, he told me because we are commercial, I said my friend even though it's too much, and he said let me call my boss, and the boss said this will be $200, and said again sorry it sound too much, at that point the driver put me on the phone with he's boss, and he said sir this going to cost you $200. by this moment he was totally surprised what he heard for me, I told him sir I'm as well for 30 years dealing with business on the road, and I know every single toll and price, it's true you commercial truck, but it still away to much, is respond was oh, so it will be $136. I said that's nice and big difference, but I have a feeling still not fair price, and he told me that's what it is, you pay or the driver leaving, and you wait much longer to get service, I told the driver ok I'll pay $136. Are you accepting Credit? and Miguel the driver said no, only cash, I told him I'm sorry I have no cash on me, he told me well I'm sorry, at that point I told him, I'm sorry I'm very disappointed from your service, and it been all ready to much, you guys late to arrive, first one got some problems with he's tow truck, with you I find out that your boss try to rip me off, and now you telling me you not accept credit, I told him I got enough and I'm going to contact and deal with AAA, now all ready 8:40 pm, I spoke with The supervisor Down, and explaining to her all what I was told by the boss and the driver, and she told me, let me call the tow company and I'll get back to you, down got back, and told me that I was told that toll going to cost me $136. And no one mention $200, and I refuse, which it was a BIG LIE, at that moment Down try so hard to help me out, I told her I'm so many hours in this lot, and I'm not feeling well after The treatment, and by the way all this time I did not let the car run, The heat and the humid was torturing, so I decide to tow the car about 6 miles from Wawa to a safe place, and find hotel, and the next day to deal with issues, Down was super supportive, and she told me I'm going to order you tow truck, and she told me it will be short wait, I ask her, are you going to deal with same tow company? She said yes, I told her Down I'm afraid the going to punish me, and make me wait longer, she told me I don't think so, any way after 1 hour I called to find out what's going on, and to get up date, Gerry pick the phone and give ETA about 30 min, in about 10:45 I called and Down was in shock that I'm still there, she ask me are you sure? It show long time you being tow, as I'm with her on the phone, finely the third driver Tom arrived, And now all ready 11:00 pm, The car was drop by 12:00 Am, not before we gave so much food to Tom the driver, that we supposed to meet with friend to have a dinner and $20. tip as well, 1:00 am we and my wife very exhausted already, we just find hotel, and guess what, to day Tuesday 10/10/17 I feel so bad with bad fever, now Tuesday 1:30 pm and I'm totally surprised and shuck, that no one from AAA try to contact me to apology, or to ask us how Do we feel, or to get any updates, so I called Tuesday 10/10/10 around 3:30 pm to ask about The supervisor Dawn, and I was told she is gone for today, but I'll be more then happy to send her a message to contact you immediately, now Thursday 10/12/17 7;00 pm, still no one made any contact, just to let you know this not going to end here, I willing to have a lawyer to go forward, thx Moshe pele [protected]. Email, [protected]@hot mail.com

I brought my car into the AAA car care center in Eatontown, NJ to have the rear brake pads and rotors replaced. After 1 week I started hearing squealing so I brought them back and was told that I needed new brake pads and rotors yet again? They replaced them free of charge but told me I needed to replace my pads and rotors on the front brakes. Even though they were inspected a week earlier and I was told they were ok now they needed to be replaced. I had them replaced and the rear brakes fixed. To my surprise two weeks later the front brakes started squealing so I brought the car back for the third time. I was told that the front brake pads and rotors needed to be replaced again. So I had the work done and they did not charge me but they also could not tell me why I keep having this problem. So fast forward three weeks and yep you guessed it I started hearing squealing again. I contacted the shop and talked to the manager and told him about my experience. He apologized and told me this would be the last time I had to bring it in for this issue. They replaced both the rear and front brake pads and rotors yet again. During this entire process not once was I offered a refund or given an explanation as to why they couldn't seem to install my brakes properly. To top it all off when I went and picked up my car the white disposable foot mat that is used to keep the carpet clean was rolled up in a ball and stuffed between my seats. I have never had an experience like this before and as long as my brakes don't start squealing again I will never use AAA for car care again.

I am attaching an email chain, where it appeared AAA was going to make good on the damage to my car, except to date I have not received anything. This has been since June. Of course I got the estimate and have fixed my care from the damage at my cost. I can not recommend your company to anyone, and have since switched my road side assistance to my insurance carrier, who is reliable and takes responsibility for damages. I have also discussed this with my current employer, and they will not be renewing for their fleet. Please read below:

From: Crowley, Samantha [mailto:[protected]@aaa-alliedgroup.com]
Sent: Friday, August 25, 2017 10:12 AM
To: Howard, Shauen
Cc: OConnell, Alyssa
Subject: [EXTERNAL] RE: AAA Damage Claim Letter

Shauen,

Thank you for your patience while we looked into this matter. The facility is taking responsibility for this claim. You will receive an email from Alyssa O’Connell to have you sign a release of claims in order for her to process the payment for you.

Again, thank you for your patience.

Thank you,

cid:1D45D50F-6254-4C6E-AE3E-33655FB77D32

Samantha Crowley

Manager, Member Relations
AAA Club Alliance Inc.

Email: [protected]@aaa-alliedgroup.com
Phone: [protected]
Fax: [protected]

From: Howard, Shauen [mailto:Elizabeth.[protected]@kindred.com]
Sent: Tuesday, August 22, 2017 12:34 PM
To: Crowley, Samantha
Cc: Darner, Ryan ; 'Daniel LaVigne'
Subject: RE: AAA Damage Claim Letter

Thank you

From: Crowley, Samantha [mailto:[protected]@aaa-alliedgroup.com]
Sent: Tuesday, August 22, 2017 12:24 PM
To: Howard, Shauen
Cc: Darner, Ryan
Subject: [EXTERNAL] RE: AAA Damage Claim Letter

Ms. Howard,

Ryan is contacting the facility now to see where they are with this. One of us will get back to you within the next 48 hours. We do apologize for the delay and will ensure that this is followed up on until a resolution is reached.

Thank you,

cid:1D45D50F-6254-4C6E-AE3E-33655FB77D32

Samantha Crowley

Member Relations
AAA Club Alliance Inc.

Email: [protected]@aaa-alliedgroup.com
Phone: [protected]
Fax: [protected]

From: Howard, Shauen [mailto:Elizabeth.[protected]@kindred.com]
Sent: Tuesday, August 22, 2017 12:20 PM
To: Crowley, Samantha
Cc: Darner, Ryan
Subject: RE: AAA Damage Claim Letter

I have not heard anything, did you receive the estimate?

From: Howard, Shauen
Sent: Monday, August 14, 2017 12:29 PM
To: 'Crowley, Samantha'
Cc: 'Darner, Ryan'
Subject: RE: AAA Damage Claim Letter

I am just following up on the estimate.

From: Howard, Shauen
Sent: Friday, August 04, 2017 1:31 PM
To: 'Crowley, Samantha'
Cc: 'Darner, Ryan'
Subject: RE: AAA Damage Claim Letter

I have attached the estimate.

From: Howard, Shauen
Sent: Monday, July 10, 2017 3:32 PM
To: 'Crowley, Samantha'
Cc: Darner, Ryan
Subject: RE: AAA Damage Claim Letter

I will do that thank you!

From: Crowley, Samantha [mailto:[protected]@aaa-alliedgroup.com]
Sent: Monday, July 10, 2017 2:09 PM
To: Howard, Shauen
Cc: Darner, Ryan
Subject: [EXTERNAL] RE: AAA Damage Claim Letter

I have heard back from the territory manager and he is requesting an that you have the vehicle inspected and provide us with an estimate that he can pass on to the facility to proceed with your claim.

You can forward directly to me when you have had the vehicle inspected.

Thank you,

cid:1D45D50F-6254-4C6E-AE3E-33655FB77D32

Samantha Crowley

Member Relations
AAA Club Alliance Inc.

Email: [protected]@aaa-alliedgroup.com
Phone: [protected]
Fax: [protected]

From: Howard, Shauen [mailto:Elizabeth.[protected]@kindred.com]
Sent: Monday, July 10, 2017 12:40 PM
To: Crowley, Samantha
Subject: RE: AAA Damage Claim Letter

Is there any update?

From: Crowley, Samantha [mailto:[protected]@aaa-alliedgroup.com]
Sent: Wednesday, July 05, 2017 11:03 AM
To: Howard, Shauen
Subject: [EXTERNAL] AAA Damage Claim Letter

Thank you for taking the time to speak to me today. As soon as I hear back from the territory manager I will let you know of his findings.

June 21, 2017

Elizabeth Howard
3484 Cades Ct
Lawrenceburg, IN 47025

Membership # 0834070

Dear Ms. Howard:

Thank you for your patience while we conducted and completed our investigation into the damage that was claimed to have occurred when service was provided by WALKER'S TRUCK AND TRAILER SERVICES, INC on June 9, 2017. As part of our investigation, we reviewed the information you provided along with our records of the service event, and the results of the on-scene inspection. WALKER'S TRUCK AND TRAILER SERVICES, INC has denied any responsibility for the damage you noted and we could find no reasonable basis upon which to conclude that the service provided was the source of the damage in your complaint.

Please note that WALKER'S TRUCK AND TRAILER SERVICES, INC is an independent contractor with whom AAA Mid-Atlantic has contracted to provide roadside assistance to Members. AAA Mid-Atlantic in no way supervises or controls WALKER'S TRUCK AND TRAILER SERVICES, INC in the provision of roadside assistance to Members and bears no responsibility for WALKER'S TRUCK AND TRAILER SERVICES, INC's [protected]) alleged conduct.

We appreciate the opportunity to review this matter with you. If you have any questions, or if you have any additional information you would like us to review, please do not hesitate to contact me.

Respectfully,

Alyssa Oconnell
Case Manager
[protected]
AAA Club Alliance

cid:1D45D50F-6254-4C6E-AE3E-33655FB77D32

Samantha Crowley

Member Relations
AAA Club Alliance Inc.

Email: [protected]@aaa-alliedgroup.com
Phone: [protected]
Fax: [protected]

My name is Tara Burgess. I called for a tow because our Dodge Neon tire came off. I was told it wouldbe75 minutes. After 75 no one called or showed so I called cack and they called the dispatch and I was then told it would be another 15 minutes. Again after 15 minutes, no one so I called again. This time the young woman tried to see if she could get another truck dispatched. While I was on hold the driver of the initial dispatch drove up. The truck was not a flatbed. He got out the truck after several minutes and looked at the car as if it was foreign to him and asked why did we take the tire off. He then said he would have to call for another truck. I ask how long would that take. He hunched his shoulders and said, "I don't know." I walked away and called AAA to see if I can find out when the other truck would get to us. It was cold so we sat in the car. Once sat in the car. The driver left. The rep on the phone told me that we could leave the car unattended and the tow truck will pick up. This was around 12am. At around 3 am the second driver called asking where is the car. Confused I asked what he meant. He confirmed the location. I said that was the location. He said the car was gone. He said to check with the police. I called Snellville Police. They didn't have it. I called Gwinnett County Police. They had it and I had to pay $211 to get it back home simply because the first truck was 1. Late and 2. Came unprepared even though when I called initially I told the rep that tire had come off. I would have only had to have spent $2.80 from where the car originally was. I would like to. W reimbursed.

My 95 impala ss was damaged in the process of being towed to my home after it broke down. The damage was to the floor board and fender. The Adjuster named Robert in Phx came out and inspected and took pictures of the damage. He referred me to a collision shop to get an exact quote and assesment of the damage. Once the was completed the assesment they advised that they would right up a quote an e mail both me and the adjuster. I then received a call a couple of days later from the adjuster stating that they would only repair the damage on the frame. When the adjuster originally came to my home I had advised him that I planned to keep this car for a long time as I have always wanted one and it was eventually going to be a show car. The Adjuster then asked me I planned to re paint the car again eventually, I said yes one day but not sure when. He took that information and used it against me and now is claiming that I didn't want to get the damage done by the tow truck Drivers fixed which does not make sense. Robert has threatened to close my claim without fixing my veichle. I have a video of when the damage was being done to my car. I don't want to have to deal with this adjuster anymore as he is rude. I still have NOT HEARD back from the adjuster. Please help.

9/20/17
5:30pm- Wife involved in 2 car accident where both vehicles inoperable.
7:08pm- Trooper allows me to deal with removing car from road right away as I informed him AAA was called and tow requested to body shop rather than city towing to impound. AAA rep noted car in right of way and tow services were requested. AAA would provide update to me on status.
8:23pm - no call from AAA with update, no tow truck. Hillsborough County deputy issues me warning that if car is not removed within the hour I would be issued citation. Called AAA and was given excuses no solutions no other tow company would be called. They would only call dispatch to already contracted tow company. would call me back with status.
9:07pm - no call back from AAA. Called them and was given time of 9:50pm estimated tow arrival. No attempt to dispatch another tow company by AAA.
10:05pm - tow truck arrives to tow car. Tow company informs me they are understaffed that night but once they accept call for tow if AAA wants to cancel it then AAA owes them money for lost revenues.
Result- AAA chose their lost revenues over changing tow company to get my vehicle picked up and removed from road right of way. Tow company chose revenues over customer service by not 'releasing' tow back to AAA so they could call another contracted company. I live in Tampa Florida where AAA has numerous contracts with tow companies that could have come in reasonable time given situation. Car was NOT located off road or in parking lot. I have been AAA member since 1997 originally and with my wife since 2009 and only used them hand full of times. AAA had no desire to take care of their customer. I will be cancelling my membership. The other vehicle called their insurance company for tow and were gone 40 mins after call made. Pictures attached of wrecked car in right of way and traffic pattern resulting from such.

I attempted to get auto insurance for my vehicle through AAA Missouri for the Slidell, Louisiana office. Throughout this process, I was quoted for around $140 per month for my insurance. However, after about 2 weeks of having the insurance, I received a call stating that my insurance was going to be raised to $335 per month due to a car that I had in April of 2016. I provided all the necessary documentation to prove that the tag was returned, but they stated that they needed the original copy, which I was not able to retrieve as I was in a different state. Needless to say, I switched insurance providers to Liberty Mutual and was offered a better rate with even better benefits. I called and canceled my insurance through Jeremy Hill, but at 4:35AM on 09/20/2017, your company withdrew a total of $335 out of my bank account for insurance I do not even have through you guys! I WANT a refund! I have been having Liberty Mutual since the end of August. I want a refund for the money that was taken from me today and the original payment that I made to get the roadside assistance AND the insurance that I originally purchased on 08/18/2017, or at least for the retro amount. I have never had such a displeasure with working for a company. My wishes were not met, and I was dragged through the mud with misinformation and lies during this entire process.

Made a call to AAA when our car battery wouldn't take a charge. At 10:52am we had our order placed and I was informed that the service would be out within the hour, however typical times for that morning had been under 45minutes. I opted to have text alerts sent to me for updates. I received two texts immediately regarding the set up if the service call and time frame. After about half an hour, I downloaded the app to see if I could get the location of the driver but couldn't seem to figure out where the option for service tracking was through the app (though I recognize the sign in process may have been needed for this, and I didn't want to create an account). At 11:48am, I contacted AAA through the phone number on my card and spoke with a representative. I was informed at that wait time would be another 30-45 mins. I received no text alert about a change in time and we would have made different plans had we known this new information sooner. We were attending an event and had the opportunity to adjust our situation IF WE HAD COMMUNICATION about our wait time change.

Hello
Clients Membership AAA #: [protected]
Service requested:
Roadside Gas delivery assistance in us301N
(cross roads mark: Before 19st/Super8motel/Palmetto, FL)

Description of this incident:

Roadside driver service call took 2hours and 30 minute to contact me after my inital request, he said he didn't have any gas for me that he had shortage, but wanted to tow my car instead.

I didnt want the burden to towe my car and wait a other 1h, that i end up getting help from a a diligent stranger who brought me gasoline.

Yesterday 09/14/17 my car run out of gas only 3 miles away from our home in Bradenton FL, i was stock onto the right side of a major road of US301 N going north right before a red light and lucky me i was able to find a area right before this intersection to 1-19 N to ST PET, witch can very dangerous and chaotics but i was ok!

I had food but my windows are broke so when it started to poor rain heavely it became a little annoying but i knew that triple AAA was on its way so no need to worry, if not, just be patient.

My son and I played a few video game and waited patiently for 2 hours when i figure that it should we be coming to the maximum of wait time for a AAA service call member, so i called back because i had gave them not only my text phone for quicker responsive alert but also my cell for the driver to let me know when he will be near, but my phone never rang.

I had to check, when i called this dispatch center a AAA Agent answered and was very apathetic to us and didnt not apologyse for the wait and mostly ignored any question i had a urge to hang up by saying
" no they haven't go to it yet"
and he didn't ever took my location nor my member idea so i m not sure, he knew where i was located.

Me being the one in distress situation, i shouldn't be the one having to play guessing game into a apathetic attitude to get some answers, I ask politely if he could tell my driver that we waited a while already.

I had AAA for ten years while in WA has well and i always appreciate their high level of integrity, and professionalism and competency standard.

I called triple AAA once only this entire year of 2017 for a 1 mile tow and being a triple + member allows me to have the satisfaction to know that they will be there when i needed the most and that is why i have a membership.

Not to be ignored, dismiss, and received Apathetic response in time of stressful situation that i handle with the most peaceful way.

i would expect that Dispatchers who are trained to remain calm and provide care and compassionate advises, seating in their chair would have been trained to not only make the customers feel safe and reassured but to be respectful, prompt and accurate.

To conclude my complaint i will say that before i had to call i was feeling at ease but after the call i develop a sens of distress and feeling of rejection witch it result in stress.

If i can handle 2 hours of poring rain with a broken window in a fast speedway highway intersection without any stress and a Triple A agent delivers cold, phony customers service call treatment to its customers i can't imagined if someone else had call and was already in distress or disable, elderly would have feel.

Client # 438 212 [protected] 9
Date of Call - 9/8/17
Service Request # 5135

Flat tire on Busy Highway / Dangerous Shoulder
Placed call at 1:54 PM
Driver arrived at 4:35 PM !
AAA Member for over 20 Years - 1st time I've ever used AAA!
Never Again !

Called a number of times, dispatch said driver finishing up with another customer and on his way.
Called back again 40 minutes later - dispatch said driver had to wait with previous customer until tow truck showed up. Asked why another driver could not have been dispatched for after 2 hours, Dispatch said because I was already assigned a Driver!
Driver finally showed up (not his fault), he explained they could have (and should have dispatched another driver for me long ago!
Incompetent Dispatching !