American Automobile Association

Our van broke down at approximately 4:30 pm on march 12 in the parking lot in Springfield MO at the US Bank at 3230 Battlefield Road 65804. We have the AAA Premier membership.

I had multiple phone conversations with several different people. I explained in detail that I was 80 years old, on total disability plus that I have PTSD. I made it very clear that we needed a rental car and where we wanted my vehicle towed for repairs. During this time both our phones were running low on charge!

Mine finally went dead. Each time I spoke to a Triple A employee a was emphatic about giving them both phone numbers! I was assured an Enterprise rental vehicle would pick us up and given a confirmation number. It was imperative that we stopped at the Menards store on the 65-mile drive home for items for the electrician that we hired for the following day.

We asked the tow truck driver if we could ride with him and he would just open the door and let us out on the highway as he passed by a Menards on his way to Lebanon with our van. He told us that his insurance would not allow anyone to ride with him. This brought on a severe panic attack requiring medication and then resulted in muscle spasms where as I had to take pain medication. When the tow truck driver River Valley Towing would not help us we then called AAA back.

Triple A emphatically and unequivocally told us, with a confirmation number, that Enterprise would pick us up! My phone went dead. My wife got through to my daughter in Minnesota and she got a Uber person that picked us up in the bank parking lot sometime after 7 pm. Arrangements were made to hire someone from the church in Lebanon that lives in Eldridge, Missouri to pick us up and take us home to Falcon, Missouri.

We finally go home after 10:30 pm after spending $130 out of our pocket plus what my daughter paid the Uber! A couple of weeks ago the same vehicle broke down (intermittent problem) and I spent almost 2 hours on the phone with AAA trying to get a rental car. I could get absolutely nowhere! The worst customer service I have ever encountered!

I finally tried their CHAT lineI was number 26! Waited almost 45 minutes and got down to number 1THEN I GET THE MESSAGE AGENT DISCONNECTED

I just found that my home does not have insurance. Apparently, the insurance lapsed in November.

I was told there were letters sent. Might be, but I did not see them. So, get this, I was without home insurance since November. Remember, this was in the winter.

Do you think there could be wind and snow damage to this house? Or better yet, someone would have gotten hurt. I was told the agents don't follow up. More later.

My car, a 2007 model did not really need collision insurance.

I called and had collision insurance removed from my policy. This could have been 2 or 3 years ago. You are probably aware that if I rent a car without collision insurance, AAA does not cover that car. Well swell, I did not know that and I was driving those cars uninsured.

What a surprise and the one and only reason I was not covered was because my AAA insurance agent did not tell me.

Today while talking to an AAA agent, I was informed that since there were corn rows on the aerial photo, farming was performed here and AAA could not insure me. Now why do you think I did not let AAA know that I rented some land and farming was being performed. No one asked me. Tell me, if I would have had a claim, do you think AAA would have paid that claim.

Ha!

I have just a bit of common sense advice. I worked in a car dealership and by far, the salesman who was incredible at his job was a guy named Bernie. He did an incredible business always following up, always trying to seal a deal. He took his job seriously.

All I heard today was one excuse after another as to why, first, I was not contacted.

How does this 5 minute conversation sound. "Hi Dave, AAA here, I noticed you let your homeowners lapse, is there a reason we could help you resolve." Dave would reply, " what, how did that happen, of course I want to continue my coverage with AAA." Even if I moved to a new house, I still need insurance. Your agents must know that if they followed up with a phone call, the business is waiting to be had.

What I have written above, in a small way, shows how frustrating this is. All I want is some performance from my agent.

I do not want a person who spews out numbers and then waits for their check at the end of the week.

I am deeply disappointed in AAA. I remember going to a Ford Management meeting. The one single thing I remember from the meeting is this statistic. If your service is bad or offensive, the customer will tell an average of 32 people.

If you have good service, they will tell 5. Something to keep in mind.

The AAA regional office in Coppell, TX contacted me yesterday. They asked for a copy of the USPS's confirmation of receipt by their mail room/front office.

I sent that information. AAA responded with a phone call saying they are sorry but they could not find my certified mail tracking number logged into their mail log. They said maybe it got misplaced in their (your) office, or maybe the mail carrier got it logged in at a different business at an adjacent address.

The AAA representatives I talked to have all been friendly but they have no solutions other than me driving to a major metropolitan area (either Dallas/Ft Worth or Austin) to reapply for our international driving permits in person. I have stated before that my wife and I are seniors; I use a walker and have a hard time walking far or standing still long.

I go to physical therapy twice/week to try to help my walking after aortic root aneurysm surgery pretty much stopped my walking a year back. We do not drive to high-traffic metro cities often!!!

So the plan (though we don't like it) is to travel to your Ft Worth branch on Hulen Street on Monday 02/12. Sandy at that office was hospitable; she said they would take our pictures free of charge and process our applications to get the International Driving Permits rapidly after applying. I asked her about Round Rock office as an alternative (going south of my city instead of north) - she said that was a possibility it is a little closer to Waco.

But we agreed since Sandy at Ft Worth already knows my situation driving up there Monday is probably better (but not a great) alternative. We still lose our passport photo fee (FedEx Store $ 40), our Certified Mail Fee (approx $ 9), our photos and passport and other information plus uncancelled checks showing our Bank ID Numbers, etc, are floating around somewhere they shouldn't be - that info would be gold for identity theives.

When I talked to your Coppell rep. Tracy she and I agreed that AAA needs to establish a branch/travel office here in Waco. Tourism is high due to Chip and Joana Gaines' Magnolia attractions and also Baylor University.

Many jobs are opening up here in Waco, many due to Amazon and Walmart establishing shipping hubs here, but many other companies also. The one holdback is the level of flights into Waco is disappointing. Need more options there rather than drive to Austin Airport or DFW or Houston.

Anyway, this is a miserable situation. I hope it works out well in person on Monday.

But I also hope they keep searching for an find my other applications so the checks and personal information can be properly shredded, etc. And I trust if my info.

is found I will be notified about that. Thank you!

Lloyd Steve Shehorn

I have been a triple A customer for years. I never had to use it much but both times i called triple A no one shows.

I have been told someone would show and no one does. I had to pay another company to tow my vehicle. This time i was told some one was coming and again no one shows.

I called triple A customer service and expressed my concern, was told someone will be there at 2:30 am i placed the first call at9 pm.

This is unacceptable Triple A should compensate for this terrible service.

My membership expires August 2024. If Triple A does not have service then my money should be refunded.

Respectfully

Robin Spruill