The surprising and frustrating things I have learned so far working at AAA

"LJ909" (lj909)
05/18/2018 at 10:47 • Filed to: None

I changed jobs. No more work in finance for me. Wanting stability and the ability to grow with a company I went to the Automobile Club of Southern California, AAA. It’s been about 3 months since I started and I like it. Great pay, great benefits, 401k etc. I work in the emergency roadside department. As I have noticed even before I worked there, having AAA makes people feel...entitled. Or something. I don’t get it. But here are some of the frustrating and surprising things I encounter on a daily basis.

Late model Honda’s and Subaru’s have terrible batteries, alternators or both: I guess it’s whatever battery supplier they are using, but there are so many members with 1,2 and 3 year old Accord’s, Civic’s, Legacy’s, and Outbacks that always need jumps or battery replacements. At first I thought it was just a coincidence, but after looking at record, its thousands of people. And some of these people have had multiple jumps or dead batteries. Just the other day I had a member with a ‘17 Legacy that needed a jump.

People don’t understand or even try to understand the clubs policies: ESPECIALLY when it comes to our tow policy. We can’t tow for convenience. Period. There’s no way around it. The job of AAA is to get the vehicle back on the road though repair or something. So many people think they can just call for a tow truck because its street sweeping day and they need to move their non op vehicle from the street to the driveway.

A lot of people weirdly have old ass cars but live in high valued neighborhoods or areas: I don’t know if many of you are aware of SoCal’s housing problems. But many neighborhoods and ares have seen rising rents and housing prices, especially in LA. So it kinda weird’s me out when someone calls in living in a neighborhood with $800-$1 million dollar homes and they need assistance with a 92 tan Camry that won’t start. Or someone my age calls in needing a tow on a 96 Ranger but their address says they live at apartments with rents of 2900 and up.

No one knows what kind of car they drive or the year it is nor where they are: This is the one that probably frustrates me the most. Do people just drive around oblivious to what kind of car they are in or where they are going? I assume that’s the case because I spend at least 5 mins with people just trying to figure out what car they are driving or where they are located. There’s no reason you shouldn’t automatically know at least 2 cross streets of where you are at off the top of your head. We do have a system locating feature that can pinpoint your location, but its not always accurate and doesn’t always popup when the member wants it.

Memberships span generations: A lot of people swear by AAA, especially the older generation. Many memberships are multi-generational. 50,60,70 year memberships are surprisingly not uncommon. When you take into account that the Automobile Club of Southern California has been around at least 120 years, it’s crazy to think that some families have been with the company for over half of those 120 years.

Some foreign members are VERY impatient: Specifically British and Russian members. They usually want an eta before I even have what’s going on with their vehicle or their location.

People think we can actually see them on our maps in our computer systems: They think we have a live sat feed or something that can zoom in on them and see them in real time. I’ve had people say”Can you see me waving?” as they stand there and wave at the sky like some crazy person.

Other than the annoying stuff, it’s been great. I got attracted to work for the company because of the stability. My supervisor for instance has been with the company 38 years. It’s somewhere where you can stay, grow, make good money and have good benefits and enjoy it. So that’s the plan. Just some members are annoying.

DISCUSSION (47)

facw > LJ909
05/18/2018 at 11:05

it kinda weird’s me out when someone calls in living in a neighborhood with $800-$1 million dollar homes and they need assistance with a 92 tan Camry that won’t start

Well, maybe they’ve spent all their money on housing. Alternatively, I can reach way back to quote Daria’s Tom about his Pinto: “How do you think old money gets old?”

There’s no reason you shouldn’t automatically know at least 2 cross streets of where you are at off the top of your head. We do have a system locating feature that can pinpoint your location, but its not always accurate and doesn’t always popup when the member wants it.

Why on Earth would I know cross streets? I’d know them by my house, but unless you are in Manhattan (in which case you probably don’t need AAA), people aren’t navigating by cross streets. It’s far more likely I’d know a point of interest, and maybe a neighborhood. I might be able to tell you what street I’m on, but maybe not even that depending on where I am (and whether I just pulled off somewhere).

Arrivederci > LJ909
05/18/2018 at 11:09

Glad you’re enjoying it! Customers are generally annoying and demanding everywhere, but that’s the culture we live in.

A lot of people weirdly have old ass cars but live in high valued neighborhoods or areas

I’m guessing at least part of these folks are those who may have lived there before property values really kicked off. They can’t afford a new car because their property tax keeps jumping and possibly dwarfs their mortgage payment.

LJ909 > facw
05/18/2018 at 11:09

Its just weird to me that you can live in a nice ass neighborhood but not spend enough money on transportation to make sure you have something reliable to get around in.

nermal > LJ909
05/18/2018 at 11:09

Also, AAA is a great place to do driver’s license stuff and avoid the DMV. I’ve used them the last two times that I had to renew my license, bother of which were a rather pleasant experience.

For Sweden > LJ909
05/18/2018 at 11:10

Don’t you 1992 tan Camry shame me

LJ909 > Arrivederci
05/18/2018 at 11:11

Glad you’re enjoying it! Customers are generally annoying and demanding everywhere, but that’s the culture we live in.

Thanks. This is very true though. Especially when I used to work in food service. I once had a woman complain to me that her butter was too hard. It was at that moment that I knew I was done.

Good point. I assume as much because its really almost the only thing that makes sense.

functionoverfashion > LJ909
05/18/2018 at 11:12

I’ve always had good dealings with AAA. The other day we needed my wife’s car towed 8.8 miles, but we didn’t have Plus. We’ve been members forever, but only 7 years ago weaned ourselves from our parents’ accounts, so it says 7 years on our cards. We’ve used the service ONCE, and that was about 5 years ago. We paid for Plus as soon as we realized we’d need it, but I know it’s not good for 7 days. I called and explained, asked nicely, and they said “No problem.” Yay for common sense prevailing over policy.

Arrivederci > LJ909
05/18/2018 at 11:12

I worked in food service for one summer in my high school years, and swore never again.

BigBlock440 > LJ909
05/18/2018 at 11:12

There’s no reason you shouldn’t automatically know at least 2 cross streets of where you are at off the top of your head.

I can think of lots of times where I don’t know the road I’m on, or the last street I passed, I just know to “turn after that old church” and “oh, there’s the bridge, make the left”, or “I stay on here for 10 miles until I hit xyz road”.

LJ909 > nermal
05/18/2018 at 11:12

Oh yea definitely. The DMV stuff they can do is way easier to do at one of our branch offices than at the actual DMV, where appointments don’t matter. Many people still don’t realize they can come to us for DMV stuff though.

LJ909 > For Sweden
05/18/2018 at 11:13

They are still great cars, over 25 years on.

facw > LJ909
05/18/2018 at 11:15

I mean, that 1992 Camry might be very reliable (or might have been, before suddenly going downhill). It’s not like newer cars never have issues. Even if you are rich, why spend a bunch of money on a new car if the one you have is doing fine for you? I’m not sure I’d go as old as ‘92 (because I like modern safety features), but I certainly can see how someone would prefer to just keep their car going.

LJ909 > functionoverfashion
05/18/2018 at 11:15

Thats one of the things I love about the company, we will go out of our way to accommodate a member, especially if they have been a good member for years and not someone who’s always calling in asking for stupid thing. Usually 90% of the time its a yes if you don’t have a certain coverage for something, especially with towing. We are so accommodating that in our system theres a special menu just for policy exceptions.

LJ909 > Arrivederci
05/18/2018 at 11:17

Its terrible terrible. But someone has to do it. Just not me.

LJ909 > BigBlock440
05/18/2018 at 11:19

True. But here’s the thing: if you’re in your area or an area near your hometown, meaning your’e a local, and you know you need to call AAA and they are going to need this information, either why didn’t you know or why didn’t you get that information before hand? You know we need it. Many people want us to do the work for them, from finding out their location to figuring out whats wrong with their car. And we cant.

LJ909 > facw
05/18/2018 at 11:20

Thats true. Stuff like that is why people with money usually keep money, because on certain things in their life they are either cheap, or smart about how they spend it.

wafflesnfalafel > LJ909
05/18/2018 at 11:22

interesting - a work buddy’s 2 yo outback battery just recently died..

Sampsonite24-Earth's Least Likeliest Hero > LJ909
05/18/2018 at 11:23

this made my morning, thank you haha. so do you do customer support for AAA?

Ssfancyfresh > LJ909
05/18/2018 at 11:26

This is straight looney toons. For real??!

LJ909 > wafflesnfalafel
05/18/2018 at 11:33

Its really widespread too. I thought it was just a few people that had left their lights or radios on at first. But nope, its just Honda and Subaru period. Had a ‘17 Pilot yesterday, a ‘16 Civic and 2 ‘15 Legacy’s.

LJ909 > Sampsonite24-Earth's Least Likeliest Hero
05/18/2018 at 11:35

Its funny but true. I’ve often had to say “Sir/ma’am, we cant actually see you. I just see your location on the map.” They still don’t get it. But yep I do, Emergency Roadside Specialist is the position.

LJ909 > Ssfancyfresh
05/18/2018 at 11:37

Yep. I don’t know if they think AAA got a contract with the feds or Lockheed or Boeing and we have our own sats in orbit or what, but this happens almost everyday.

Eric @ opposite-lock.com > LJ909
05/18/2018 at 11:58

Interesting. I used to live in the Auto Club of Southern California’s region and had a membership... I was at least a third generation member (not sure if my great grandparents were, but it wouldn’t surprise me), but we weren’t all on the same account. I didn’t know that you could basically pass it on. My grandparents on both sides were AAA members...

When I lived down there my car cost me less to buy than a single month of my rent. I think the saddest place I lived is worth 700+k today and the best (which I lived in the longest) is probably approaching 1M. I drove a car I bought for $1900.

I had/have a passionate love of the club you work for. I got my insurance through them (the cheapest insurance I’ve ever had in my life) and the providers are ridiculously fast/awesome there. Where I live now, AAA almost isn’t worth it aside from the group discount I get on my outrageously expensive car insurance. Their providers suck and they’re so sparse, even in major cities, that I’m better off calling my FIL, as he’ll get there faster even with a trip home to get tools/cables/etc.

LJ909 > Eric @ opposite-lock.com
05/18/2018 at 12:04

You are right. AAA sucks in most other states. SoCal Auto Club is the largest and looks to be the best benefits wise. For instance, Classic members get 7 miles of towing in Southern California. Other states in our Enterprise get 3 or 5. What can you do with a 3 mile tow when you live in the boonies? But then the flip side of that is that their per mile charge is always under $5 bucks. In California is $8-$10 bucks a mile after your coverage. The insurance is amazingly cheap too. Hopefully you consider coming back. Glad to hear you loved it.

Smallbear wants a modern Syclone, local Maple Leafs spammer > LJ909
05/18/2018 at 12:08

- I’d be curious to see what the records were on Gen1 Colorados

- whut

- Some of the wealthiest people I know drive the crustiest vehicles. And some of the “hand to mouth” ones have to have the latest toys. There’s probably a correlation there...

- I can understand not knowing exactly where you are. I know what street I’m on 99% of the time unless I’m just following directions from someone more local, but generally I don’t know that I could tell you the last cross street. I don’t understand the people who are incapable of figuring it out. How you don’t know the year of your car, I don’t understand either... but not knowing the make is just ridiculous. How do these people even end up OWNING cars.

- This translates to our industry too... which is funny considering I always thought of the British as calm, at least publicly. Privately is another matter altogether. I’d also lump in Persians. They do great work and seem pretty loyal once you’re in the door, but man do they push to get everything by yesterday.

- Infinite facepalm. That’s all I got.

Eric @ opposite-lock.com > LJ909
05/18/2018 at 12:21

In most places you’ll normally be in SoCal, it is hard to be more than 7 miles from somewhere that could fix your car, so Classic is about all you really need , although I had Plus. I only had my car towed once when I was down there and I think I had one lockout.

I still have Plus up here, but it’s more expensive and I still get pretty crap service. Maybe I was spoiled, but the only time I ever needed a tow up here it took them 13 hours to get to my car.

Considering my wife’s family lives up here and she isn’t keen on it, it’s unlikely we’ll live in Los Angeles or San Diego, but I’d be happy to live in SD again, southern Orange County, or North County SD if she ever softens on the idea. I do love the environment here, though, so it’s hard to say if/when I’ll ever return. I do miss it down there, though. It’s home for me.

LJ909 > Smallbear wants a modern Syclone, local Maple Leafs spammer
05/18/2018 at 12:27

I’ve surprisingly never got a call on any Gen 1 or current gen Colorados/Canyons. The only trucks we routinely get alot of are F-150/250's and Silverado/Sierras.

Like I mentioned to someone else, that’s how the rich stay rich for the most part. But there’s still something weird about someone living in a million dollar house but not having a reliable car to ride around in.

I don’t get the location thing either. It irks me badly. Especially the fact that people don’t think that they should get this information before calling in.

But yes the Brits I’ve dealt with here so far are rude and impatient. They want service sent out within a minute of calling in and don’t seem to get we need info from them to get service sent out.

BigBlock440 > LJ909
05/18/2018 at 12:34

I’d be calling a tow because I don’t want to walk. I’m sure it’d be different in town, but sometimes it can be a few miles to the last crossroad, provided it even has a sign.

Chinny Raccoon > LJ909
05/18/2018 at 13:17

As an outsider the towing mileage seem really stingy.

boxrocket > Smallbear wants a modern Syclone, local Maple Leafs spammer
05/18/2018 at 13:37

GM vehicles have OnStar, so I imagine AAA calls were less likely when those were still roadworthy.

LJ909 > Chinny Raccoon
05/18/2018 at 13:41

Kinda sorta. But you have to consider that AAA is paying for this. It used to be 10 miles here in Socal but they lowered it for some reason. And if you upgrade from the base membership to Plus, which gives you 100 miles of towing, they implemented a 7 day waiting period where you have to wait until those benefits kick in. They did that because people were upgrading, getting a 100 mile tow and then canceling.

XJDano > LJ909
05/18/2018 at 14:16

I should probably sign up for AAA. I drive beaters.

StudyStudyStudy > LJ909
05/18/2018 at 14:19

I’ve blown an engine on the freeway, had to exit off the first street and rolled my way through a few intersections before pulling off. I had no idea where I was. I could give an exit number and the big box store I was next to. Small town though meant long streets, took me a bit to find a cross street so unless the breakdown happens before you leave or after you arrive, I don’t necessarily know cross streets off the top of my head. Granted I’m sure if I was calm I could look it up or ask someone nearby, but still other things on the mind.

Knowing an ETA is also pretty nice. For some people that may just be how they deal with their panic, or it may even be more important like their work is more involved then putting in a shift, and they need to either find a way to get there, or make arrangements for someone to present, or setup things in their stead. I was told 4 hours before a flat bed would arrive on a 90+* day. That meant I needed to go find some water and shade.

gawdzillla > LJ909
05/18/2018 at 14:29

i love the 4x100 miles tow for $100

LJ909 > XJDano
05/18/2018 at 15:35

Yea its good piece of mind to have as well. And if you do break down, we have AAA approved repair facilities that you’ll get a discount with on parts and labor and whatever parts are fixed on the car come covered with a 24 month/24,000 warranty.

PNWHemi > LJ909
05/18/2018 at 16:15

AAA can also get you great car insurance rates - i just spoke with a rep from AAA Wa. they will be saving me a ton of money between auto insurance and homeowners insurance. I never knew they offered this - and am glad i accepted their call trying to push it. I usually hang up on these telemarketing calls.

LJ909 > PNWHemi
05/18/2018 at 16:26

Yea most of the money the company makes comes from the insurance. It’s going to get cheaper over time too.

His Stigness > LJ909
05/18/2018 at 17:21

I really hate how entitled AAA members are. When customers come in for a smog and ask if I have a AAA discount they actually get offended when I say no. I hate AAA and they’re stupid discount program because there’s nothing in the for the business other than getting to deal with entitled assholes.

His Stigness > XJDano
05/18/2018 at 17:22

You should look into whether your insurance company offers roadside assistance. For $6 a policy period, or something to that effect, I get up to SIX calls that cover up to $1,000 dollars! AAA could never beat that.

His Stigness > LJ909
05/18/2018 at 17:27

In regards to your other comment about people living in high value places with cheap ass cars, I see it all the time where I live. In the incredibly expensive part of town most people have old ass cars. I would guess it’s because they’ve put all their money into their house (mortgage and or upkeep), so they can’t afford a nice car. It’s only when you get the super duper rich part where you see the nice house and the nice cars.

AestheticsInMotion > PNWHemi
05/18/2018 at 17:29

Good to know. I never even considered that

AestheticsInMotion > LJ909
05/18/2018 at 17:33

I freakin love AAA. The money it’s saved me... The peace of mind. Member for life. I’ve had battery help, car keys locked inside help, had gas brought to me once, tons of tows, always within an hour. Hell, they even picked myself (and my car, and friend) up once when we were drunk and I didn’t want to Uber home and leave my car in the city

XJDano > His Stigness
05/18/2018 at 18:04

I’m pretty sure we have towing on the cars. I called, added it to my policy, then called back for a tow the one time the metro stopped working.

Then before the truck got there. It started up fine.

Still took the tow back home and the day off work.

LJ909 > His Stigness
05/18/2018 at 18:17

That’s the downside. It creates entitlement. Especially with the top tier members or people that have been with the club for over 10. It’s like calm down sir, you’re one of millions with this same membership. It’s not that exclusive.

gmporschenut also a fan of hondas > LJ909
05/19/2018 at 00:11

people who live in nice neighborhoods may not want a vehicle that advertises to the world, they live in a nice neighborhbood

shop-teacher > His Stigness
05/21/2018 at 16:30

I got hosed getting it through my insurance instead of AAA. The one time I’ve ever needed a tow home, it cost me twice as much as the new radiator I needed. AAA would’ve covered that tow completely.

Turbo-Brick > LJ909
05/23/2018 at 00:43

Subarus come with batteries with stupidly low CCA’s. Something like 390, which is sufficient when the weather is warm, but doesn’t leave much margin when the temps drop.

I replaced the battery in my new STI after only a year when it started to crank slowly. In went an AGM battery (Odyssey) with 850 CCA. Had no further problems up until I sold it.