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Roadside assistance

Roadside assistance

KAS1121's avatar User  KAS1121  (Opens a pop up layer) Contributor

I used roadside assistance for the first time this morning, and I was very disappointed with the service. All other services with USAA have been great, but this was just bad.

This was for keys locked in my car. I called at 7:30am and the service person did not arrive for more than two hours.

 

Initially they estimated one hour or less, and I got an automated call about 10 minutes before that time was up to let me know my service person was almost there - but it clearly had nothing to with where my service person was. I waited outside for half and hour and called the help line.

 

The lady I talked to was friendly and knowledgable; she called the mechanic and assured me the service person was less than 10 minutes away.

 

I called again 30 minutes later when he didn't arrive and spoke to someone who had no idea what she was doing. She asked me for my call back number twice, even though the lady before had all of my info immediately available. She told me my call back number would be my reference number, and then she asked me for my reference number. ...what? She didn't have a service friendly attitude.

 

Eventually she, too, called the mechanic and let me know the service person was a block away. I can see a block in either direction, and he definitely was not there. I know that's not the phone lady's fault, the mechanic was giving her faulty information. She also said the service person would call me to let me know exactly where he was.

 

He didn't call, showed up about 10 minutes later (...he had said was a block away??), and didn't say anything about the lateness. 

 

A two hour wait time is ridiculous - I was in a populated area with many mechanics around - but if I was quoted a two hour wait time initially, or if when I called the second time I got an ACTUAL estimate of how much longer I would have to wait, I would be somewhat happier. I could have figured out something to do in that time other than watch the road. I don't appreciate being lied to just to get me off the phone.

I recommend not using those mechanics any more, not encouraging mechnics to try to placate the customers with false information, and having a talk with that second phone lady about her service manner.

Roadside assistance

Alybry3's avatar User  Alybry3  (Opens a pop up layer) Contributor

Ive called roadside assistance twice in the decade ive had USAA. Both times were horrible experiences. Last week i called and it took 4 hours for the tow to arrive. I called 3 times for updates and each time i was promised a return call that never came. I turned down the law enforcement rotation tow twice(30 min arrival) because i was sure USAA would come through for me. Nope. 4 hours. Ridiculous. Ill be signing back up for AAA.

Re: Roadside assistance

USAA Social Service's avatar User  USAA Social Service USAA Service

Alybry3,

 

USAA strives to provide best in class service and products to its members.  I regret to hear this was not the case in your situation. yesterday. I am taking a closer look into the matter and will have a roadside specialist contact you directly. - Ina

Roadside assist

Flloyd's avatar User  Flloyd  (Opens a pop up layer) Contributor

I'd like to be secure in canceling AAA but feel that the USAA roadside will be less impressive . Can anyone tell me how they compare?

Re: Roadside assist

JaJu's avatar User  JaJu  (Opens a pop up layer) Contributor

USAA Roadside is a good price and dependable. However, only recently in 2016 have I discovered, every call for service is listed as a claim on your Clue report which shows your claim history for insurance. The Clue report shows me as the primary member with 13 claims over the years for any type of Roadside claim. The Clue report is how insurance companies view your risk rate and quote/price your insurance on for coverage. What I learned is for other insurance companies (not USAA), this plays a factor for insurance and ultimately impacts the price.(higher rates) if going to another insurance company vs USAA.

Hindsight, if I would have known this, I would have bought AAA for the towing services. This is my story. Your decision to make. I was told by other insurance companies they see me as a huge risk with all these claims on my Clue report. Good luck!

Roadside assist

gary4's avatar User  gary4  (Opens a pop up layer) Regular Contributor

ON THE EVENING OF 23 DEC 2016,

 

WE CALLED ROADSIDE ASSIST FOR HELP TO CHANGE A TIRE THAT OUR CAR WAS STUCK IN THE MIDDLE OF AN INTERSECTION! AFTER WE TALKED TO A FREINDLY VOICE OVER THE PHONE AND WAS TOLD IT WILL UP TO 1 HOUR WAIT? I ASKED MYSELF 1 HOUR WAIT IN THE MIDDLE OF AN INTERSICTION? SO WE WAITED AND THE LOCAL POLICE TREATEN US WITH BLOCKING TRAFFICE AND FAILURE TO MOVE OUR CAR IN A TIMELY MANNOR! HOW I CAN I BLANE THE POLICE? ABOUT 15 MINUTES AFTER MY FIRST PHONE CALL, THE PERSON CALLED ME AND TOLD ME THAT HE WAS ON HIS WAY AND IT GOING TOBE OTHER 45MIN WAIT? I ASKED HIM WHERE ARE YOU COMEING FROM? REDWOOD CITY WAS HIS REPLIE. I TOLD HIM THAT SOUNDED NOT RIGHT AND HE WAS ONLY ABOUT AT THE MOST 10 TO 15 MINUTES FROM ME! HE TOLD ME THAT HIS GPS THAT I WAS LOCATED IN OTHER CITY THAT WAS VERY FAR WAY?? I TOLD HIM THAT WAS NOT TRUE? AND HE NEVER SHOWN UP! WE CALLED BACK TO USAA ROADSIDE ASSIST THAT NIGHT JUST GOT NOTHING BUT RUN A ROUND AND LIP SERVICE AGAIN! IS THIS WHAT USAA HAS BECOME? THEN WHY DO I PAY FOR SERVICE THAT I CAN NOT USE FOR? AS OF TODAY THEY ARE STILL ON ITS WAY TO CHANGE THE TIRE THAT I ALREADY HAD PAY SOMEONE FOR THE HELP???????? VERY POOR VERY POOR

IF I WAS A CEO OF THIS COMPANY AND HAD HIS PROBLEM HELP WOULD HAVE BEEN THEIR IN LESS THAN 30 MINUTES!!!!!!!!!! OTHER WISE WHAT IS USAA GOING TO FIX THIS THIRD PARTY PROBLEMS??

GARY SCHMIDT

 

Re: Roadside assist

USAA Social Service's avatar User  USAA Social Service USAA Service

gary4,

 

Sorry to hear this has been your experience with your roadside assistance claim.  This is something we do not expect from our providers we work with.  I have forwarded your concerns to our claims partners who monitor the services with Agero.  They will look into your situation further and will be following up with you soon.  ~ Robert

 

Re: Roadside assist

gary4's avatar User  gary4  (Opens a pop up layer) Regular Contributor

yes please call me about this! it is my understanding this company is has open item!

 

Gary Schmidt

Re: Roadside assist

gary4's avatar User  gary4  (Opens a pop up layer) Regular Contributor

Robert, as of this evening 12 Jan17 I have not heard from you??? I see USAA had paid for the service that they never shown up for! I called to have this claim reopened over week ago! Will????? Gary Schmidt

Re: Roadside assist

USAA Social Service's avatar User  USAA Social Service USAA Service

Gary4, thank you for reaching out to us. I apologize that you have not heard from us. I have shared your situation with a colleague and they will reach out to you as soon as possible. - Janay

 

 

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