AAA: The towing from hell.

So, my jeep started having trouble with the clutch in the Liberty Tubes, and having seen this before, I realized that it was probably losing clutch fluid. I planned to just drop it at the shop at 15th in the South Side, and hike it home from there. Sadly, 4 blocks shy of the shop the last of the fluid left, and I could no longer get the jeep into gear. I pulled the car over to the side and called AAA at 10:20pm.

“Expect a 2 hour wait right now.”
“OK, it’s cold, so I’ll head over to somewhere warm to wait. Just make sure I know when it’s coming.”
“No problem!”

I went to a nice warm bar, had some food and a cider while I waited.

At 11:25pm, I get a text saying the tow truck is on the way, so I head over to the jeep to wait.

and wait.

at 12:40am, I call AAA again, “Hey, where’s this tow truck?”
“It’s about 10 minutes out.”
“OK, I’ve been waiting in the cold for an hour, any reason I got a text so early?”
“The truck started to respond to your call after it dropped off the last vehicle, but it had to drop the last vehicle off an hour out of town.”
“Oh, where is it now?”
“The 6th street bridge.”
“Why would it be on the 6th Street Bridge coming from an hour out of town? Well, no matter, I’ll wait.”

and wait.

at 1:20am, I call AAA again. “OK, I’m really really cold, and shivering now, and I’ve been waiting for this tow truck now for 1.5 hours. Where is it?”
“He had to respond to a call just around the corner from you, but he’s just finishing up there and will be to you.”
“Wait, what? But he was coming here, why didn’t he come here?”
“The other call was older than yours. You need to be patient.”
“But why would I get told he was coming when he wasn’t?”
“Look, he’ll be there any minute now. Just be patient.”

I’m not sure what happened here (it was late and I was starting to pass out in the cold so my memory is fuzzy), but I got transferred to another rep who was much nicer after this, and she did get concerned about my well being and suggested that I authorize the tow truck to pick up my car without me there. OK, I did that.

I called a Lyft, and he got me at 1:50am. I saw the tow truck pull up as I got into the Lyft, so we went over to talk to him.. he said he’d take my car the 4 blocks to the garage. OK, great.

I got home and passed out. Somehow dragged myself out of bed in the morning, and at 8am was entering the number for the garage into my phone when it started ringing.

“Hello, this is AAA calling to inform you that a tow truck is on its way to pick up your car.”

WHAT? The robosystem suggested I dial 0 for an operator, which I did, then waited an hour on hold.

After an hour, I got annoyed, hung up, and called the regular number and got through to someone right away.

“OK, the tow truck is on its way to the South Side Giant Eagle to pick up your car right now.”
“OK, let me explain that I am really angry right now. [Details of what had happened overnight.] It has now been over 10 hours since I first called for a tow, and it has not yet happened. And now I find out my car isn’t even where I left it. What is going on?”
“The tow truck couldn’t find a parking lot or street parking to put your car at, so they took it to another location.”
(They could have called me and I would have said it is totally OK for them to put it in front of the garage doors, but of course…. the theme of this whole thing is lack of communication.)
“OK, look, this is beyond ridiculous. Why was this not relayed to me?”
“I don’t know. But the tow truck is there right now to take it to the garage.”

I head into work (another Lyft, sigh). When I get into work, i have some stuff to do, but at 11am I call the garage. They haven’t seen the Jeep. WTH.

I call AAA.
“OK, at this point I need to let you know I am livid. It has now been over 12 hours to tow my car 4 blocks, and this has not happened yet. Furthermore, my car has been left without my knowledge in another location. I’d like to know why it is that no one is informing me about what is going on with it, and why it has not yet been towed to the garage? Because I am tempted to call the police and report my car as a stolen vehicle at this point.”
This rep was fortunately sympathetic and she tracked down what was going on, removed this as a service call against my plan, and apologized that the tow trucks were not communicating the status to me (neat trick, blaming the tow agencies AAA is supposed to represent and interface for me.) Turns out that the tow truck broke down, so they had to send out another one.
“OK, look, I get that tow trucks break down, but this was not communicated to me at all. I am left wondering where my car is, and remember that we are over 12 hours of my car not reaching its destination 4 blocks from its origin.”
Again, side-winding apologies were made.

At 1pm, I call AAA, “Has my car been towed yet?”
“I am unable to find that information, I’ll have a towing dispatch superviser get back in touch with you about that.”
I call the garage, they finally have my Jeep. I don’t expect to ever hear from the dispatcher at this point.

So  I now realize that I pay AAA to just press a button and claim no responsibility for what happens to my car. I am going to switch to a different roadside assistance provider.

2 thoughts on “AAA: The towing from hell.

  1. Wow. Just wow. Totally unacceptable. I am so sorry you’ve had to deal with this clusterf*ck. I have AAA and have used them a bunch if times over the years. Never had this kind of experience though. I hope it’s not a sign that things there have changed for the worse, system – wide. I’d encourage you to write a detailed account of this and send it to them. They do review their subcontractor services for renewals and it sounds like maybe they need to take a look at the ones they used for your call out.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s