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.
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
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??
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
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