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My name is Rob. I called on Saturday March 15, 2014 to inquire on the status of my account with AAA. I was told that my membership expires that day. I was having an issue with one of our vehicles so I kept asking the rep if that would cover me till midnight. I could not get a straight answer. Instead the rep just kept repeating the same statement that it would cancel today and kept insisting that I renew my account. At this point I told him that I didn't need it anymore because I have a new vehicle with roadside assistance. My only concern was that my other vehicle was stuck in Neutral at a parking lot across town. I told the rep that I would consider creating an account for my girlfriend since she has an older vehicle.<br /> I went ahead and agreed to sign her up thinking if my girlfriend didn't need it, I would just cancel it before it becomes active. <br /> I was told it would take 72 hours for the plan to start, but that I could use it right away at the basic package level where there would be charges for miles. To make a long story short, I never ended up using the new plan and I tried to call back to cancel it, but I was never able to get anyone to answer due to your &quot;experiencing a large number of calls&quot; message. On Tuesday I call in and finally get to speak with customer service to discuss this situation with a rep and I am told that once you purchase a plan, there is no way of reversing it. I feel this should have been explained to me at the time of setting this up. It has not even been 72 hours since I activated it and now I am told there is nothing anyone can do. Also there was never any verbal disclosure made of the auto-renewal policy and there is no non-cancelation disclosure on the email that you sent to my girlfriend which has an incorrect spelling of her name. <br /> <br /> At this point I requested to speak with a supervisor. Enrique Sanchez stated he was a supervisor and told me there is no way they can cancel a plan even though I have not even received any account membership information. Since he states that I should have received an email. I did receive an email by the way, in which my girlfriends name was misspelled, even though it is a common English name. So obviously there was no attention to detail, as getting the sale to meet his quota is first priority. Your reps behavior is completely unprofessional and ridiculous. <br /> <br /> My problem with that is that there is no disclosure or even verbal communication of this so called policy which is obviously just a shameless sales tactic. <br /> <br /> There was no disclosure made at the time of my signing up for this account that there was no way to cancel this during a grace period. I called in to get information about my account and was being pressured to renew. Every customer service rep I have spoken with only tells me that the only thing they can do is stop it from renewing next year. I feel that this should have been an important disclosure that should have been made, which if you listen to the call, will be very obvious that it wasn't. Instead there is plenty of move forwards on closing the sale for the renewal and no consideration for explaining any policy or checking for understanding. This is terrible customer service and sales tactics. Coming from an extensive background in sales and retention, I can say with confidence that your staff lacks in proper training. I am very disgusted with this behavior from AAA after being a member for so many years. I do not wish to keep this plan and if I am forced to keep it, this will be the last time I or anyone in my family or circle of friends will use AAA. This is a situation that could have been avoided if your sales reps were honest and less concerned with closing a sale. Maybe your company needs a quality control practice in place to deter your reps from this irresponsible behavior. <br /> <br /> Since they can't even get the data entry process correct, technically this account is not ours. There is no empathy or relating to customers and a use of deception and sneaky sales tactics in place. Your company practices are not honorable and I will make sure to spread the word so no one else ends up feeling the way I do.<br /> <br /> If your department is not capable of handling this type of escalation, please forward or let me know the correct department to send this letter to. If I do not get a response I will take further action. <br /> <br /> <br /> <br /> Thanks,<br /> <br /> Rob Herrera


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