CB Transportation and Vehicles American Automobile Association [AAA] Online agents keep lying to me

American Automobile Association [AAA] review: Online agents keep lying to me

SusannaBananaRama of Menifee, US

Sep 08, 2023 3:52 pm EDT

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I contacted AAA online at 8:30am to have a tow truck take my car to the shop. I was given an ETA of 9:47.

The ETA came and went with no communication from AAA, so at 10:47, one hour after the tow truck was supposed to be here, I asked to speak to an agent using the text service.

That agent, Walter, told me at 10:56 that my driver had had an unexpected delay and that someone would be here within 45 minutes.

I then got a notification that the tow truck's ETA was 12:34pm. That's not within 45 minutes of 10:56am, Walter!

So I ask Walter what happened, but Walter had already disconnected. So I ask for another agent. Enter Mashella!

Mashella logs on and it gives me the auto message with her name and tells me she's checking my request. 12 minutes go by before I have to ask if she's still even there.

She comes back and says "Yes I have confirmed eta of 45 mins for you" and that was it! That was all she said to me. So I said thank you and she said you're welcome and disconnected. Only after she disconnected did she send through the ETA update -

Which was the exact same time as before I had even spoken to her. 12:34.

So now I've been lied to by two different agents! Why? I can only assume they don't receive proper training because I've been nothing but pleasant and I highly doubt two different people just felt like telling the same lie to cover for the company.

So now I've received another ETA update of 1:03pm. I have been waiting for this tow truck since 8:30am and not only do they not care, they're actively lying to me. Why would you lie to people who are already stressed? Why would you leave people stranded for HOURS and not care? This is the worst service I think I've ever used and I'm old.

Desired outcome: I would like to know what the company intends to do about training their agents properly so customers receive clear, concise and accurate information since this is affecting their time.

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