Very good for road side services. However, sometimes the dispatcher can get confused and then the time waiting gets longer and longer. The drivers suffer the consequences by having to listen to the member complaining about being told a time a tow truck is to arrive and then the driver has an issue by NOT BEING ABLE TO GET THERE ON TIME STATED. The tardiness is NOT HIS/HER FAULT. IT BELONGS TO THE DISPATCHERS. That’s my opinion. We were broke down near INDIAN LAKE OHIO, I called AAA and explained our situation (on side of VERY BUSY HIGHWAY), and was told a driver would be there in couple hours. Those hours came and went. Several more calls later, we were told the driver is on his way. When driver arrived approximately an hour and a half later he arrived. We talked on our way to our home which is an hour drive and he explained he was west of us near the the state line. Approximately 3-4 hour drive. Why AAA didn’t get a driver closer has never been explained to us. OVER ALL HAS GOOD DRIVERS. It’s the dispatchers who need more training. We had almost exact same situation about 3 years. When I read the above statement, I actually started thinking; when did I write this!!! Just tell us the truth about arrival times. Ours was on State Route 235.

Unfortunately, I’ve had to use the tows cuz I was screwed over on a car I bought (shocker, right?). The tow truck drivers were both very kind and helpful. Then, at the AAA shop (Thomas/36th St), both Scott and Keith were very kind and patient. They made sure I knew what I was paying for and gave me a discount for the awful start I’d had to the new year. They both patiently listened to my sobbing lunacy as I got the worst case scenario (car edition) handed to me. Keith lovingly explained why flex seal, duct tape and some new hoses were not only NOT as good as a new engine, but why it was dangerous. He told me that I didn’t have to make any decisions about the car right then, or even that day, and that I could take a day to figure things out and not have to worry about getting the car towed again right then, and it was safe. So I took his advice, and a nap, and another one, and then got my head together and got a game plan. I called them the next day (this morning), and Scott knew who I was by the sound of my voice and I could immediately hear the, “I’m so sorry you’re going through this” in his voice. Although they couldn’t fix the fact that I was out of a car AND $3800, they did help just by being decent and kind.

Have had several unfortunate tire issues recently that have required towing my Tesla model S three times. The first two times went flawlessly with faster than expected pickup times and highly competent technicians. So happy!! When I started with AAA 15 years ago, they advertised pickups under 30 minutes. And over the years and even most recently although they aren’t advertising that, for the most part it’s been around 30 minutes or less. That is until yesterday. We’ve had the unfortunate experience of AAA using a company called Fast Tow which as you might imagine is anything but. Last night, they sent a text saying they’d be there in 20 minutes but then called to say they only had 1 technician and he couldn’t leave the area to tow to our destination. It was 9:45 by then and AAA estimated 90 minutes to dispatch a new tow so we stayed overnight and restarted the process the next morning. Unfortunately they contracted “Fast Tow” again and again the estimate said 20 min arrival only to get a call at that time to say they were going through a shift change and actually they’ll be there in 2 hours. I am so shocked that AAA doesn’t seem to have any concern for their response times anymore which is what’s kept me such a loyal customer that this may be my last year. Bummer.

The app is generally ok. It provides a space to put your member card so you don’t have to carry it around, links to other services you can buy, and the roadside assistance link. Generally, the request for roadside assistance is easy to use - just a few clicks and help is supposedly on the way. The issue is that the “arrival time” timer isn’t really based on any actual information for your case. It’s an average of all of their service calls. My 20-min wait has turned into a 90-min wait, with phone support stating they don’t really know where the service techs are or when they’ll arrive or if they’re really on their way to me. First time user of this app and the roadside assistance service of AAA. Honestly, my next round I’ll continue using USAA. Their communication (app, text, and phone) are much more rooted in reality and don’t set up false expectations or hopes while you’re stranded on the side of the road.**Edit to update that we’ve now been on the side of the highway for two and a half hours, and the phone tech finally shared that A)They haven’t found a driver yet and B) they’re not sure they can because all of the orgs on their list aren’t affiliated to AAA anymore. So, yeah - the timer in the app is a gimmick. There wasn’t anyone on the way when it started counting down. I’ll give the app five stars for setting false expectations, thou!