I asked AAA to send the job to another vendor but AAA refused to do so. I immediately called AAA and informed them about the tow vendor, to which AAA's response was I would have to wait till the time the tow company can provide any service. It was also told that there is no guarantee when a driver would be available for me.īy this time I have stopped getting updates from AAA. At aprrox 6pm I called the Brentwood Club Service ( the tow vendor ) who said due to the long towing distance (36miles) there is no trucks and drivers available for me. At 5:17 pm I received a text from AAA that tow truck is on its way and ETA is 6pm. The lack of capacity and most importantly, lack of care is astounding. I learn the hard lesson after 20 + years that AAA is not something you can count on. I wasted 3 hours last night to receive zero care and zero service no one offering anything to make things better or make things right. The very basic of customer care was not provided. Not offering to call back to follow up and denying a request for a follow up call is really denying the least they can do in this situation. Maybe the supervisor or someone could have suggested that it could take hours, so maybe go home and wait (since they knew I drove out to be with my child and her friend) instead of sitting around in an empty parking lot for hours. Being abandoned by your system and no one bothered to offer any kind of additional support is more than disappointing. I became an AAA member and especially for my daughter because our safety is important. We decided to wait until later in morning so they can tow the car to our mechanic. In the end, we got a call at 1:30am that they would be able to send a tow out. We asked the parking lot patrol personnel if we could leave the car there possibly overnight and they said yes we headed home. I called again (waited for another 20 mins) and spoke with someone at around 10pm and still no update. I felt extremely distressed by the lack of care. I asked if she would be able to call me to give me an update? No. I asked if it’s possible that I get a direct number to call to follow up, instead of having to be on hold for 20 minutes to get through to someone for updates? No, I have to call the call center number. She offered no other assistance or help other than apologies. She stated that she is asking dispatch to secure a tow for us as the company which was supposed to come out cannot accept the order request, so at that time, the 10:45pm ETA is off the table. When the supervisor came on the phone, she said her name is Terry. I have AAA for this service.Įventually, I spoke with a supervisor (another 15 minutes hold). I told her I was sitting in the middle of an empty parking lot at 9pm, there was no way I would be able to find a tow on my own. This was completely unnecessary and absolutely unfair. At some point the representative must have sense my frustration and become frustrated herself because she proceeded to tell me that if I can find my own tow, I can get a reimbursement from AAA. I was glad I was there with her and her friend, but it’s not something that I should have needed to do to begin with. Waiting in an empty parking lot a night for 3 hours is not a safe option. Getting AAA for my young daughter was my way of keeping her safe and ensuring she gets the assistance she needs when something unexpected happens. I’ve been a member for over 20 years and the majority of years, my membership lay dormant, meaning, I seldom need services.
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