AAA is shit now

"VajazzleMcDildertits - read carefully, respond politely" (vajazzlemcdildertits)
02/08/2018 at 01:42 • Filed to: None

TL;DR - AAA is shit now. They show really late and their dispatch hates life and happiness. Lexus customer service was nice to me.

I’ll admit it: sometimes I’ve owned a car where my own skills were not enough to keep a car going on the road. I’ve forgotten jacks at home and let spare tires come along without enough air or messed with a part that did something stupid to the car I was driving, or drove over something I shouldn’t have but didn’t see.

It is with these set of situations in mind that I wound up eventually acquiring a AAA membership. They were on sale, I had some spare cash, maybe I’d even pick up a discount or two. I don’t really experience or cause a lot of car-crippling incidents, but one does eventually run into a sticky situation at the side of the road and you might need some help if you don’t have many friends who are just aching to help a person in need.

At first the service was reasonably prompt and thorough.

Over the 4 years or so I had a AAA membership I have seen the tow response times go from “estimated 30 minutes” to “estimated 1 hour” to an upper bound of my current record for pickup wait, which stands at 6 hours, with my most recent encounter being at 4 hours.

I live in a populated suburb of Phoenix. A lot of people get towed here. Towing companies are everywhere. Response time should not be an issue. And yet it is.

Last year I had had enough. Response time was incredibly poor, and while most of the drivers were nice, I wasn’t sure if their dispatch understood basic reading and writing skills, much less their computer systems in front of them. Hell, I was on the phone with them twice that night, and they kept insisting to ME that I had a Lincoln, not a Lexus. Who the fuck does that? You’re going to insistently tell me I drive a Lincoln when I’m staring at the Lexus badge on the trunk? I gave you a VIN that starts with J, fuckface.

So I cancelled. Just in case, I picked up roadside assistance coverage on my car insurance (10 bucks every 6 months) and lo and behold Lexus also has their own roadside assistance package which I conveniently happen to qualify for - for free. Cool.

The car got a really bad flat and these lugs are not moving the way they should (have I really gotten that out of shape?) and my shite wrench is going to strip these things. Ok, for me pride is not an issue - I’ll just have Lexus tow it to Firestone and they’ll patch up the tire too. Great, let me see how well their customer service works with their roadside assistance service.

I’m happy to report that Lexus’ customer support is absolutely fine - with the exception that they contract out their tows to a local AAA dispatch.

Goddamnit. Fine.

So they call AAA dispatch, confirm my information, pass me a reference number, truck will be along in an hour, and I wait. An hour goes by, and I receive a call from AAA saying that they’re slightly delayed. Ok, no big deal, I figured something like that would happen. Don’t mind waiting another half hour or so.

Half hour later, I get another message from AAA saying a truck will be there in 45 minutes. Um, ok? At this point in for a penny, in for a pound so I tough it out. I try again a little longer with the shite wrench on lug #2, and it’s not moving. All I have are these shite tools from the built in spare tire well under the trunk rug. They’re not working. Ok. 45 minutes, I have patience.

I start walking to and fro to get a little cardio in while I wait. 30 minutes later, I get a robocall from AAA dispatch saying that they’re 30-40 minutes away. At this point I just stopped giving a shit and wait another 30 minutes while playing with my phone.

At that point I get another call indicating that they’re 20-30 minutes away. Really. At this point i call AAA dispatch myself ready to tear some unwitting supervisor a new one - in my formal polite voice, of course. I’m not a monster.

The rep on the line has no idea what to tell me. My reference number doesn’t work, my information pulls up my cancelled account. “No kidding,” I state. “I cancelled because you were always late, and then Lexus sends me here anyway.” He nervously puts me on hold to discuss football game updates with his supervisor while ignoring me.

While I am on hold wishing for the power to call in airstrikes to locations of my choosing, Lexus calls me back and asks me how the tow went. And I unload on him. “I’ve been here 3 hours,” I state, “and the robocalls tell me 30 minutes each call every 30 minutes, and the AAA rep I contacted I don’t think understands how to read and write. I’d like some kind of sane update please.”

The Lexus guy, to his credit, is the most apologetic I’ve ever heard anyone who was trying to help me over the phone. Are there workshops in polite results-action based groveling? This guy was a pro. I suspect he’s used to dealing with cranky old people who have just driven through a dry cleaners because they forgot the brake was in the middle left.

Lexus guy - his name is Anthony, nice guy - says he’ll put me on hold and reach out to AAA himself. I wait a few minutes and he comes back, and tells me he’s got a GPS indicator of where the truck is, and that he is 20 minutes away, for real. I ask him what went wrong. He says the first tow company dispatch called, their truck broke down.

The fucking irony.

I half expected Alanis Morrisette to jump out of my trunk and start shouting about rain on a wedding day.

The truck comes in 20 minutes. Lexus guy calls back as the truck arrives to make damn sure the truck got there. I’m pleased by the attention I’m getting. The tow truck driver had been sitting in standby about 5 miles away for the last hour and a half. He’s a consummate professional, gets the car on the bed in no time flat, and drives to Firestone, chatting with me about his life. He’s been a tow truck driver for 37 years, ever since he was 19. He’s got a pension. Amazing. He says he makes good money and that he’s on salary, and he’s got pretty smart opinions on just about everything - I learned some interesting trivia on the ride.

What’s the moral of the story? Never ever be in a situation where you need a tow from AAA, unless you love waiting around.

AAA Dispatch - a special section in hell waits for you .

Thanks Anthony, and Ken, you guys did good work, and this tubby middle aged car enthusiast appreciates it.

DISCUSSION (23)

barnie > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 02:26

TL:DR yer rant. I’ve had a AAA membership for decades now. They’ve never failed to show up in a reasonable time to tow my broke car or even open a door. They’ve never busted the glass on a key lockin,either. Whatever my brother pays for the best AAA membership (his xmas present to me every year as part of a family plan) has been a godsend! AAA towed my truck 3 times last year and I never waited more than 30-minutes. Got the same kid each time. He finally learned to take my tips with grace...

VajazzleMcDildertits - read carefully, respond politely > barnie
02/08/2018 at 02:31

I’m happy to hear that you’ve had good responses from them. I did at one point upgrade my AAA membership hoping for better service. I wish I had gotten similar treatment.

sony1492 > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 02:41

This is my second year with aaa premium. So far the wait times have been just as long as if I’d called a tow company to do the job.

It’s cost me basically $200 a year, and I got my money’s worth on the first tow I used which was quoted at $800 through another company. Last year all 4 tows were used so I imagine I’ve saved around $2000.

AestheticsInMotion > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 02:48

Sorry to hear that. AAA has been the absolute best $100 a year I could ever imagine spending, but I guess location is pretty important.... Are there any other clubs you could look at joining? Or maybe fix a flat, an air compressor and a portable battery jumpstarter to handle most of the dispatch reasons..?

StudyStudyStudy > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 04:16

Yea, I was told 4 hours once, pretty miffed. Not sure if it is because I have the highest package, or if there was an incentive, but a driver on their way back from portland (shift already ended) grabbed me on his way home about 1/2 an hour after the original quote.

Monkey B > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 04:47

it’s probably more about the local partners they have than them. They just call it in. My brother drove a tow truck and said they only did AAA because of the volume and chose other calls ahead of those because it didn’t pay well.

I use Allstate Motor Club, the few times I’ve needed it for dead batteries it’s been OK, though the late night guy they contract has been the same and 3 times I had him show up in an 89 Accord with a huge wing and fart muffler spray painted black with a Batman tag. He shows up with a battery pack and if that doesn’t work you have to call for a tow.

Allstate’s top package is nice, Carfax access, trip interruption services like rental and hotel, tire replacement and wheel repair are pretty cool offerings. They paid for my tire in short order and it was an easy transaction.

DipodomysDeserti > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 07:21

Weird. I’ve had AAA in Phoenix for around fifteen years and my recent experinces have definitely been faster than they were in the past. Also, response time is kind of luck of the draw as location and traffic condition play a huge role. You’re friendly tow truck driver also could have been taking a shit or having dinner while you sat there waiting. You never know.

I lost a wheel on my Corvair a few years ago and I got the most skilled tow truck driver I’ve ever seen. Guy showed up in twenty and got me on his truck without dragging the body on the ground. Response time was about fifteen minutes the last time my GMC broke down.

facw > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 07:22

AAA has always been pretty responsive to me (though I’ve never needed a tow). Most recently the response time was ~15 minutes.

OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 08:19

Okay I’m calling bs on what Lexus told AAA what happened. My dad called AAA for a customer and AAA said their truck broke down then too. It’s the BS response to make you feel bad for them.

ttyymmnn > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 09:05

I’ve been a AAA member for 34 years now. Never had a problem that wasn’t unreasonable. I had to wait 5 hours for a tow once, but I was out in the sticks. AAA also works with independent contractors, and that can be hit or miss. But when I can have a guy show up in my driveway at 7:30am, change a battery and take the old one away for free, even if I’m paying a premium for the battery it’s worth it.

VajazzleMcDildertits - read carefully, respond politely > Monkey B
02/08/2018 at 12:13

Thanks for the info. Something to look into.

VajazzleMcDildertits - read carefully, respond politely > DipodomysDeserti
02/08/2018 at 12:14

I am generally known amongst my peers to not be a lucky guy. I can’t depend on fate swinging my way to get good service - everyone will be on the crapper when I call.

VajazzleMcDildertits - read carefully, respond politely > ttyymmnn
02/08/2018 at 12:15

The first year things were pretty smooth. But it’s gone from hit and miss to complete miss every call. Before I cancelled the average was 3 hours, while receiving estimates of 35-45 minutes.

ttyymmnn > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 12:18

Have you spoken to AAA’s customer service department? I’m sure they’d be interested to hear about your experiences.

VajazzleMcDildertits - read carefully, respond politely > AestheticsInMotion
02/08/2018 at 12:18

Silly me, I just checked that I had spare tire equipment before the flat, but not its quality or condition. I now have jumper cables, a jump pack, first aid kit and other random gear in my trunk. My tire shop hates fix a flat and the air was coming out so fast that it wouldn’t have mattered this last time, so I guess it’s time to beef up the spare tire jack and wrench.

VajazzleMcDildertits - read carefully, respond politely > OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars
02/08/2018 at 12:19

It’s interesting... I woke up to a voicemail from Lexus. I think they might have another explanation forme.

VajazzleMcDildertits - read carefully, respond politely > facw
02/08/2018 at 12:19

My average currently is sitting at 3 hours.

OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 12:20

Let me know. I am interested.

VajazzleMcDildertits - read carefully, respond politely > ttyymmnn
02/08/2018 at 12:23

I plan to, but I’m not really expecting much.

ttyymmnn > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 14:13

You might be surprised.

VajazzleMcDildertits - read carefully, respond politely > OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars
02/08/2018 at 14:17

1. $100 gift card as an apology. WHAT. Did not ask for one, just an explanation. Pleasantly surprised.
2. Explanation was despite having been designated as a Lincoln several trucks turned down my dispatch call due to not having ramp blocks and flat bed option. I used to have an NSX so maybe that was account inertia? AAA did that on their own. Who lowers their Lincoln? Ride height is lower than regular cars on the F but not NSX low.
3. That may also explain why my calls are always delayed. If I am so baller as to require supercar treatment with a tow then I must need to keep a tow company on retainer for $$$.
4. Calling AAA directly was a mistake. Lexus roadside service took care of everything in about 5 minutes once they found the problem.

OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars > VajazzleMcDildertits - read carefully, respond politely
02/08/2018 at 14:19

Surely I qualify for that with my 2011. Very tempting.

Edit: Not a L certified so nope. Darn.

VajazzleMcDildertits - read carefully, respond politely > OpposResidentLexusGuy - USE20, XF20, XU30 and Press Cars
02/08/2018 at 14:23

I searched for 2010 lowered Lincoln and Google dutifully helped, but the pictures didn’t please me at all.

Kinja'd!!!