AAA Northeast Insurance Corporate Office

"AAA caused damage to my car while performing a routine battery replacement. The technician incorrectly crossed and matched the wires, resulting in the blowing of the main fusible link and the throttle body fuse. Additionally, the blower motor assembly suffered damage. A licensed mechanic assessed the damage and identified poor workmanship, noting that the new battery was installed without cleaning the poles, which were covered in battery acid. I filed a claim with AAA, providing all invoices and photo evidence, but the claim was denied, and I lost $500. Alisha Kobetz, the manager handling the claim, not only rejected it but also insinuated that I was dishonest. Instead of addressing the issue directly, AAA referred me to a third-party contractor they hired for the battery replacement to handle compensatory damages. This decision seemed to pass the responsibility to a local small business owner. As a result, my car's heating system remains unrepaired, and I am compelled to drive my two young children in the cold. This experience has been frustrating, and I caution others against doing business with AAA. I've taken the additional step of submitting a complaint to the Better Business Bureau (BBB)."

"Got stuck at work last night. Nov/24/23. Car wouldn’t start. Had a wonderful experience with AAA Northeast roadside assistance. They took care of me with such ease. From the call agent to Freddie(my battery technician) Freddie got me up and running in a jiffy. Thanks AAA. Many blessings to you, Freddie. Very knowledgeable. You the man!"

"I had a wonderful experience today when I called to straighten out a payment mix up! Angel was extremely polite and helpful! I recently moved from Florida to Massachusetts. When my renewal came due...it came from South Florida (which I did not pick up on). My payment went to the South Florida office. Angel spent a lot of time to get to the bottom of the issue! He straightened it all out and made sure I had all the correct information!! He is an excellent customer service rep!!! Thank you, Angel!! I have been aa AAA member since 1975!!"

"AAA initially provided 2 hour window; received multiple texts that driver enroute w/link to "view" the driver's exact whereabouts. Determined driver continuously driving further away while arrival time kept increasing. Called customer service to obtain real-time update and escalate. No supervisor called back. Another hour went by. No one from AAA could reach Ortiz Towing out of Perth Amboy. I go over to google and disappointed AAA would even contract Ortiz... called AAA again (it's now a total of 5 hours since my 1st call and 3 hours past arrival time) spoke to a supervisor who stayed on the line with me until she found a different tow company that would pick up disabled vehicle first thing in the morning. AAA needs to hold their service providers accountable. 5 hours with no factual updates is completely unacceptable!"

"My elderly grandparents recently had a terrible experience with AAA Roadside Assistance. They were originally given a 4.5-hour window of time for the tow truck to come, and fortunately, I was able to take them to my house nearby to wait. The window of time passed, with no update from AAA or the tow company. My grandfather called back 3 times, receiving new ETAs from an automated voice or dispatcher that the tow company was en route, but they never showed up. One time he was told the truck was rerouted to a bigger job and was already extremely far away from our current location; so how were we told it was 19 minutes away from us? After 6.5 hours, we notified the local PD that their car was going to have to stay in a nearby private business lot overnight and I finally brought them home. My grandfather received a call AT MIDNIGHT that the tow company was on its way, and had to get up in the middle of the night to get to his car. An 11-hour difference from when he originally called AAA for a tow less than 20 miles. This is absolutely devastating to me that AAA would treat anyone this way, especially long-time members, and was very stressful for several members of our family. I don't know if this was an issue with AAA or the contracted local tow company, but the customer service we received was abysmal; we were not provided helpful or timely updates throughout the day. They even told him he would owe money for the tow and said he didn't have qualifying coverage/membership (he does and has for over 12 years). Were they trying to con him into paying more or are they just that disorganized? We are all now questioning the value of our AAA memberships and the commitment of the company to its mission and service."