12 Customer Reviews
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Review from Alexander P
1 star06/23/2023
I called AAA at 6:30pm asking for towing services, and I was told it would be 45min and that the tow company would reach out to me. 40min later, no one had reached out to me, so I called again, only to be told that the tow truck broke down and they were in search for an alternate company and they escalated my request to the dispatch in my area and they would reach out to me. 30min later, still no call back, so I called again. And they said they were still searching, so I waited another hour, but called them back when I had not heard anything from them. By this time, it is around 8:45pm. I used their online system to request a tow and they said that one would come get me by 10pm and they sent a text message saying they would give me "regular updates" via text. By 9:50pm, I had not heard anything, so I texted the number, and the automated response was that there had been a delay. Why didn't they give me the promised "regular updates" about this delay? Why did it take until I texted for them to inform me? So I call AAA again, and they got me scheduled with a local tow truck company called ***************** (that had only 1 star reviews), and said the tow truck would arrive within 30min (around 10:25pm). By 10:15pm, still nothing came as far as anyone even headed out my way. No word from ***************** or the second one that was booked online. So I called *****************, and they said they will be there in about 45min (11:00pm) and someone would give me a call. I waited till 10:35pm...no call still. By this time, it's been FOUR hours since I first called for a tow company. And literally NO ONE had taken any initiative to tell me of any delays or news of their ETA. I'd been the one calling and checking up on them. I called ***************** but they did not pick up any of my 3 phone calls over a span of 5-10min. So I called AAA once again, and they informed me the tow company was delayed for yet another 45min or so. It's now 11:30pm, 5 hours since my first call, and I'm still here...Review from Andy A
1 star05/08/2023
Staff is rude and difficult to deal with. Can not every show the policy that they are referencing. Road side service is slow. Been waiting over 3 hours with no communication. Had to call to find that it will not be complete per a policy that they cant actually find a printed reference.Review from Rosaria P
1 star03/03/2023
They are working emotionally, and the staffs are very rude. No responsibility.Review from Janet M
1 star09/21/2022
Do not believe that all AAA approved garages are worthy of being approved. I took my car to have the transmission checked at a garage approved by AAA. The garage in the city was located on a dirt road next to railroad tracks and they not only misdiagnosed my car problem but refused to let me wait for it and definitely didnt offer shuttle service as stated by AAA.
AAA East Central Response
10/05/2022
We extend our sincere apologies to the member for the experience she encountered with the *** Approved Auto Repair (***) facility. Previously to the review the member posted on the BBB site, the member filed a complaint with *** and was handled by a *** *** service specialist. An *** facility is required to meet certain standards including certifications and equipment. The *** facility the member visited meets those standards. The facility is located in an industrial park, and due to their core business of transmissions, does not have a formal waiting area, as customers leave their vehicles and return when the transmission repair is completed. A shuttle service was provided for the members first visit. The facility diagnosed the issue as an air conditioning valve needing replaced. The member took her vehicle back after the ordered valve was received by the facility. Unfortunately, no shuttle service was available that day. The member made an appointment for a future date and returned home with her vehicle. Again, no shuttle service was available for the appointment and the member left with her vehicle and never returned for service.The *** service specialist addressed the members complaint with the *** facility. As the facility could not guarantee shuttle service, the advertising has been removed.The *** service specialist confirmed with the member that she received the coupon to be redeemed toward membership dues. The member was satisfied with the resolution.Review from JK J
1 star09/16/2022
I had a flat tire and had to wade through 20 minutes of automated menus before I got a live person who was so out to lunch she sent help from a service 25 miles away. What a mess. The ordeal took hours. I'm cancelling these idiots and buy a tow service from my insurance company. How much worse can it be> And I'll save a lot of money. AAA is mismanaged. They know it, too, because they make it near impossible to message the executive suite.AAA East Central Response
09/27/2022
We extend our sincere apologies to the member for the frustrating experience they encountered while navigating the telephone prompts. Our records indicate that the member requested emergency roadside assistance on September 13, 2022, at 10:01am to have his vehicle towed. The member phoned back 20 minutes later stating only a tire change was needed. At 10:21am, the service call was amended to a tire change and the member was given a 45-minute estimated time of arrival. Our independent contract station arrived on location 36 minutes later at 10:57am, well within the estimated time of arrival. The service request was completed by 11:23am. Our *********** director left voicemails for the member on September 20, 2022, and September 26, 2022, to extend our apologies and provided her contact information. She also mentioned that if no prompts are selected and they do not enter their membership number while using the automated service, that a message will follow directing them to press 0 to speak with an operator. We have not received a return call from the member as of today.Review from Samuel W
1 star06/24/2022
I recently had my fist ever auto accident and I've been driving over 40 years. Thankfully nobody was hurt. AAA my insurance provider has made this whole mess a living nightmare. 1st They never came out to asses the damage to my 2014 Dodge Charger. They based their decision on the pictures I sent, at first it was a total loss then changed to repair the thing. 2nd They steered me to one of there repair shops (This guy is another issue) it's been almost 2 months and my car looks worse then it did the night of the accident. They refuse to go to the shop to see the status of my car so here we are again doing there job. I forgot to mention when determining the at fault party my adjuster would not go recover the video from either the train tracks or the corner store who has a camera pointing right at the intersection. so I had to try. now since I canceled my policy which was coming up in 2 weeks they don't return my calls email or anything. I have written 3 complaint letters and still no response.
AAA East Central Response
07/12/2022
Thank you for your review. While we never like to hear our insureds have had a bad experience, it provides us an opportunity to improve and to make it right. Our claims management team is currently investigating what went wrong and will keep you informed when the investigation is completed. Thank you for your patience.Review from Elena B
1 star06/21/2022
The car would not start (June 18, 2022, Pittsburgh PA) - AAA sent a mechanic to test the battery, starter and alternator. The mechanic said the battery was good and the alternator had to be replaced. The local auto repair shop said it was neither battery nor an alternator and sent me to the Nissan service centre. I paid $157 in total for towing to the Nissan service shop, where they told me it was the faulty battery after all. I paid almost $400 for diagnostics and the battery replacement at Nissan, thanks to the incompetent AAA staff. It was a simple issue, that a AAA mechanic should have been able to identify. On top of the unnecessary expenses, I had to spend 4 extra days in Pittsburgh instead of doing home, as scheduled. I'd like to get the reimbursement at least for the tow service, as it all started with the inability of an AAA staff to test a battery properly.
AAA East Central Response
07/06/2022
A representative from AAA East Central's Member ******************** has been corresponding via phone and email with the member regarding her battery service complaint. Along with our sincere apology for the service she received, the member will receive the reimbursement she requested for the expense incurred in having the vehicle towed to the service center.Review from Blake H
1 star12/10/2021
Earlier today (12/10/21), I went online to get an auto insurance quote. In the section for entering personal information, when entering a phone number (required), there was a yes/no option for consenting to receiving calls or texts related to the online quote. I selected the option to NOT consent to any calls or texts. About 1-2 hours later, I receive just that: a call I did NOT consent to.Review from Rebecca S
2 stars12/05/2021
needed a new battery - AAA sent out a towing service to check my car - needed to get help because they didn't bring a new battery - once installed all was well - until several weeks later the car stopped cold - found out that the towing service did not tighten the screws or whatever needed to be done to properly install the battery. Fortunately a kind gentleman was there to assist me or I would have had to call AAA again and wait out in public -- I went the next day to my mechanic and he said the battery was not installed properly - l could have been seriously hurt had the battery stopped while driving. I then went to AAA and filed a complaint in person - and was told a manager would call me - lt has been a week and I have never heard from anyone. Bad service -AAA East Central Response
12/08/2021
On December 6, 2021, a team member from AAA East Centrals Member ******************** contacted the member and extended our sincere apologies for the experience she encountered with the installation of the battery. Clearly this was not handled appropriately. All members expect to receive the legendary service AAA members have come to know and that simply was not the case in this instance. The field manager assigned to the independent contract station, who handled the roadside assistance request, has reviewed and addressed this incident to ensure the technician will receive additional training and coaching to prevent any reoccurrence. The member was offered a complimentary membership renewal for her new membership year beginning January 31, 2022. The member was satisfied with this resolution.Review from Amanda
1 star10/27/2021
Do better.. you are supposed to be a company that provides excellent service to your members. I waited 2 hours for a simple lock out service. I was passed around to many different departments and spoke with several people and no one seemed to want nor have the means to help me. Come on AAA do better, or get out of the emergency road service businessAAA East Central Response
11/05/2021
Thank you for the opportunity to research the members roadside assistance request of October 27, 2021. The member was in the *** **** ********* territory when lockout service was requested at 4:37pm on October 27, 2021. At 6:03pm the member had not received service and cancelled the call. As the member was out of AAA East Centrals territory when the incident occurred, one of our Member Relations counselors contacted *** **** ********* for details regarding the service request. We have not received a response to date. We extend our sincere apologies to the member for the unsatisfactory experience and have attempted to contact the member by phone and email. On November 5, 2021, a letter was mailed to the member extending our apologies and offering reimbursement, if the member obtained private service for the lockout. A reimbursement form was included for the member to complete and to forward to AAA East Central along with the necessary documents. The member may contact ******************************* at ************ with any questions or further concerns.
Customer Review Rating
1.08/5stars
Average of 12 Customer Reviews
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