I have had two absolutely horrific experiences with AAA Northeast. AAA put me at risk through the negligence of their assignment and arrival reporting system. And perhaps most horribly, they won’t even hear your complaints. When I tried to make a complaint through the number...
Read MoreI have had two absolutely horrific experiences with AAA Northeast. AAA put me at risk through the negligence of their assignment and arrival reporting system. And perhaps most horribly, they won’t even hear your complaints. When I tried to make a complaint through the number an agent gave me the night of an incident, I was bounced between different branch phone numbers, with no branch willing to take responsibility and hear my case. Someone finally told me they would have the correct number call me back later. I never heard anything back. I emailed member relations: nothing.
I will promptly be telling everyone I know to never renew their membership. I have heard so many other stories just like this: improper reporting of response times, leading customers on, completely useless calls with representatives after long waits. My family has been a member for over a decade and we pay more than $250 a year for a useless service.
I would have been better off without calling AAA when I got a flat tire at 11 pm. When I suspected no one was coming at 1 am after waiting until the arrival time, I called a representative, and he told me to walk to the nearest hotel. Which was 8 miles away.
I am a young woman. I was coming back from a wedding and was wearing a cocktail dress and over shirt, nothing else. I wound up scared and alone at night by myself in multiple locations where I did not feel safe as I tried to navigate your negligence. If I didn’t have your service, I would have sought help from a friend while they were still easily reachable at 11 pm. Instead, I thought, “I should use the service I pay for.”
At 2 am, a AAA representative called to tell me she was in touch with local police, and they would use their tow company to help me. When an officer arrived, he had no idea what was going on, and they had never called a company. I spent four hours trying to get a tow through AAA before my family reached a private company after we lost hope.
This is the second time this has happened to me, the first being two years ago, and thankfully earlier in the evening, so after waiting four hours as an arrival timer ran down and reset over and over, a friend picked me up. You’re better off without this service.
AAA does not offer 24 hour roadside assistance, and they do not care about your safety. I have read the accounts of customers who ran into much worse situations due to the same false response time situation.
I will be pursuing this further, even if it means contacting the Massachusetts Attorney General, since you seem to have no care for your customer service. You have a monopoly on this industry, and you are taking advantage of it. Your CEO John Galvin speaks of being drawn to this company for values such as helping and serving others and treating its employees and customers with dignity and respect. From the customer end, this is far from the truth, and I would guess internally as well, based on the disorganization of your branches and networks. You are harming your customers! That night left me afraid for my physical safety, and moreover, it left me heartbroken and destroyed my trust in service corporations. You’ll be hearing from me!
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