To whom it may concern,
I filed a complaint with Triple A originally because I was explained the plus plan as far as miles covered and what not, I then decided that this plan was attractive and I wanted to become a member under this plan. I was asked if I wanted to be towed after purchasing the plan. I let her know that my car broke down while putting a boat into the water for the holidays, and it broke down in the water, and was stuck on the dock. We were able to get it pulled from the dock and into the dock paring lot. The triple A agent I spoke to when purchasing the plan asked if I needed a tow on spot. I told her we had to find out how to get the boat home and then we'd call in for a tow. When we got the boat all set with another vehicle and taken away. I called and ordered road side assistance around 8pm. I was told by 9:55 latest a tow would be dispatched to me. I called a little after 10 to get an eta, no status updates or calls were made to me. During this call I inquired about where the truck was and at this point we are now at a closed park with no lights. The situation was no longer safe for me to wait around for a tow truck that seemed to not be coming to help me. I was informed during this call that they were unable to find any available tow trucks and that they would call me back within an hour and let me know if they were able to find one.
At this point, I become immediately upset. Not only have we been sitting around waiting for a tow truck to come that was never on it's way, I was deprived of being able to find a more convenient back up and removing myself from the unsafe situation I was now forced to endure while waiting for a tow that was never coming. The agent also during this same call letting me know the truck was never sent, that my plan does not kick in for 3 days, so not only did I not know a truck wasn't coming I also was not informed, even when asking the details and rules of the plan that it was not usable until 3 days later. So at this point I am being informed hours later after purchasing the plan and another few hours later after calling for roadside assistance that they will cover nothing but 5 miles even though I purchased a plus plan that was explained to me as covering up to 100 miles. I asked to speak to a manager about the situation and was directed to Amanda from member relations at the florida office. I was under the impression I was being directed to a manager, she in fact had no managerial title. I understand rules and regulations, but my whole issue at this point is that I have not been informed of such. Also with the waiting for the tow, I was not informed or updated. The lack of communication has made for a horrible experience for me. I will be leaving reviews and following this incident today I will be rethinking my membership with triple A.
I had to find a ride from the dock, late night after it had closed while waiting for a tow. We had to go through the trouble of trying to get a car into the park after hours to transport me home. I worked at 8am this morning and did not get out of that dock and park until 11:30pm. As a young female, this was not an ideal situation for me to be in.
This morning I got a notification from road side that my the tow had reached me vehicle, following that I also received a phone call from an agent letting me know the tow company was at my vehicle. A little more at ease that my car was on the way to the shop to be fixed asap, I caught a ride to work this morning via uber. As I pulled up to work the tow company called and said they just got to the park and could not locate my vehicle. Shocked because I was notified via phone call and also notification from the triple a app that my car had in fact been located and was in the process of being taken away. But this was entirely not the case. It is now 9pm, the 8pm roadside assistance call I put in last night for help was in my eyes unanswered. For the horrible service I have received and the untimely manner in which it has been dragged out, I could have in fact placed a call and had the car towed to the shop and it would be currently being fixed so that I can get to where I need to be as a functioning and working individual. With that call I would have been safely transported from the park in a timely manner before the closing of the metropark.
I would like to be contacted immediately by a supervisor or manager on duty about this issue. I let the agent Amanda last night know I wanted to file a formal complaint with corporate and she told me to call the same triple A roadside assistance number back today. I am an understanding and rational individual but the way that things were handled yesterday were extremely ridiculous,inconvenient and most importantly unprofessional. I sit here at work wondering whether or not my vehicle has been found and towed to a mechanic shop. I do not expect an update, let alone an accurate update because as you have read about the lack of communication and correct information is an issue the entire last 12 hours. My car is still not to a shop to be worked on, and instead of catching a ride with the tow truck driver I had to pay for an 120 dollar uber home due to how late I had to wait before I was notified help was not coming.On top of that I am sure I will be billed 6 dollars a mile for the mileage to get it to the shop by home, that I was also no pre-informed about. I do understand with holidays things might be delayed longer than usually, but everything has occurred and continues to occur is completely unacceptable especially coming from a company like triple A that prides itself in their road side assistance. I am extremely extremely unsatisfied with the service I have received in the last 12 hours, and also with the contact I have received by all agents I have spoke to within that time span. Amanda informed me that there was nothing she could do, but pull the tapes and talk to these agents about their lack of communication with me. Nothing has been offered for my inconvenience,let alone a mere sorry that you are frustrated and upset. That does not in any way do anything for me the customer who received the horrible customer service and lack of communication. I am still stranded hoping my car is found and towed so that it can be fixed. The last call I got was that they were trying to find me car and could not at 7:57 am. It is now 9:17 and I have had no update or call. As you have read above, I have had to reach out to your company on my own to track someone down to tell me what is being done to get my vehicle out of that park and to a shop. Please contact me at your earliest convenience about this issue, with the experience I have had I will more than likely be reaching out to multiple people today within your company.
Desiree Watt… read more
Reviewed by: @desireewatt