Justin Stauffer
Call made to AAA Beaverton for a tow truck. I was stranded in a parking lot and needed a tow 3.5 miles to a shop. I am 6 miles from the AAA in Beaverton. Estimated time 2 hours. No updates, or follow up. I’m a disabled veteran, and technician with over 25 years of experience in service, hospitality, and engineering. Taken from their website, regarding my benefits as a member- “AAA provides world-class roadside assistance, and exclusive discounts and services to its members.” After two hours I called AAA. Pro… I was able to reach a live person. Cons… The Call Center Reps are unsympathetic, rude, passive aggressive, un-knowledgeable, unhelpful, uncaring, disrespectful, and lack resources that other companies offer as an industry standard. They were quick to describe their service as inadequate, worthless compared to other companies, and not their problem. Absolute garbage customer service. Stop here if you’ve read enough. More to follow. Description of Service Provided: Penny answered the phone and I explained that I had been waiting for a tow for two hours and I needed to get home to my family… she responded with, “Would you rather do this tomorrow?” I asked her when I could expect a tow truck to arrive. She responded with, we are very busy right now and someone will be available in another hour and a half. I asked if I could speak to the driver, she said no. I asked if I could get an update on their status as well as location. She said no. Items in their website that are inaccurate. “Are you in a safe place?” Never asked. “Track your service technician in real-time with Service Tracker” No true. I asked her if it was a contractor, she said no, it was a AAA driver. I explained my situation and urgency in getting home. She was extremely passive aggressive and explained my problems are not her issue. I asked if I had other options and she said I could call another tow company, but it would be out of pocket. Possibility of some partial reimbursement, but no guarantee. I asked if she or anyone else there had any more information. She said she did not know, and no one there at that time would be able to help me, or provide me with details about reimbursement. I asked to speak with a supervisor regardless once she explained that because my membership was free under their promotion, I shouldn’t have high expectations on services provided regardless of what basic services you receive as a member. After a brief hold, Anton answered with his name and position. I asked him about the reimbursement, he informed me that if one was available, it would only be at the rate they would pay a contractor even though it was an AAA driver. But he ultimately made it clear he was guessing. He had no clue. And no way of me finding the information for myself. It was a wild guess for me to even attempt reimbursement and I would be taking a risk. Note: This is on their website. He did tell me that I was second in line. Now 9:30pm. Someone in front if me was 15 miles away and the driver just arrived. He said it would be another hour and a half. Given 2 and a half hours have passed by now. I was in an apartment parking lot… not the best part if town. He said my family problems or situation was not his problem and that this was the services people should expect when working with a company like AAA. He said the service is cheap if you are lucky to get any service at all… followed by, you get what you pay for. I was shocked. I had to hang up before I exploded. They completely discredited and destroyed the mission and values that they post on their website. Now 10:15pm, I was able to get a babysitter, no updates, and we’ll see when or if they send anyone at all. In conclusion, find someone else. Arrived 1204, delivered 1233… I appreciate Kia, Austin, and Liz for helping push this forward.