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In Reply to: AAA posted by t woods on February 13, 2005 at 09:22:02:
Most customers won't think to call and verify where the driver's at. Good job. I find the DMV services alone at AAA worth the $$ every year.
Agent
: Today February 13, 2006 at approximately 7am, I jumped out of the car and made the mistake of leaving my keys in the ignition. I called AAA as soon as I realized what I had done and the representative I spoke with told me that the service could be done at 8:45am. Soon, 9:00am rolls by so I call AAA and ask Kelly for the status of the appointment. She places me on hold for a little more than 3 minutes then returns to tell me that the driver will be there by 9:15am. I called AAA again at 9:30 to get another status check (keep in mind that Im waiting in a parking lot in the SNOW) and Candice puts me on hold twice for close to 4 minutes each time. Candice comes back to inform me that the driver is experiencing some delays but is no more than 5-10 minutes away. At 9:43am, completely frustrated, I call AAA again This time I speak with Angelina, who obviously needs intense customer service training. Angelina tells me that the driver is stuck in traffic due to icy roads etc. I asked her where he was coming from and what kind of car he would be driving because the parking lot is controlled access. She too, put me on hold for about 5 minutes and comes back to say that hes in the area and will be there shortly. I asked her if she could give me and estimate of the distance or time because I was sitting in the cold parking lot since 7am and she says due to icy road conditions I should give him 20 minutes. I inform her that there was no ice or snow on the roads. She replied just because your roads are clear doesnt mean everyone elses are. Of course with the tone and responses that Id been receiving my next reasonable step was to ask for a manager. The AAA agent Connie, apologized (which I appreciate) and told me that the driver was delayed due to service orders put in YESTERDAY. Connie places me on hold for about 3 minutes and comes back to say there are icy road conditions. I ask Connie where the driver is coming from and she says Northern VA or Downtown DC. Ok Ive thoroughly upset now I inform Connie that I am a federal police officer WORKING IN DOWNTOWN DC and have been driving in these icy road conditions all night from 10pm 2/12/06 until 6:30am 2/13/06 (today) and there is no snow or ice on any roads from Va or MD going into DC. I asked her where the driver was coming from and what kind of car he would be driving and after putting me on hold for another 3 or 4 minutes, she says hes in the area and itll be a vehicle with Auto Home Locksmith Service on the side. I ask her for the name of the contractor that is coming out and she says Auto Home Locksmith Service. I ask for the number and she said that she could not give it out. She then puts me on hold to find the number and when she comes back, my call waiting is beeping (its the contractor). I get off of the phone with Connie and speak to the contracting service who then informs me that shes been working since 7 am and she handles ALL of the calls and nobody has called since 7am and that was to put in the service request. She received no phone calls to check the status of the driver (every time I was put on hold, the AAA rep told me that shed just spoke with the driver). The contractor also stated that the driver was on Pennsylvania Ave and never called dispatch to complain of any traffic or bad road conditions. My car was on Constitution Ave which crosses Pennsylvania The driver gets there within 5 minutes and is in a truck with AMERICAN LOCKSMITH ON THE FRONT. I spoke with the driver after the 5 SECONDS it took to unlock my door and he informed me that he never received any calls requesting a status check and handles each order as they are called in! I waited in the cold for more than 3 hours (the driver arrived at 10:19am) for something that took all of 5 seconds! I couldve gone to my house picked up the key and driven back before 1 hour was complete! Ive had AAA since 1999 and this was my 1st time ever using this service and I can honestly say that I regret putting so much money into this company. Word of mouth can kill a business and I would hate to see your company lose loyal, PAYING customers because of bad customer service and Integrity issues.
: T. Woods