AAA Los Gatos

We’ve had great service for years (we’ve been with them 8) and today we have a car accident and we can’t get a person on the line to help us. We sit on the 800 number listening to ads and when we finally get to a real person she can’t find our information.
Time to switch.

Worked with Veronica Ulmer on an insurance bundle (home, car, umbrella) while purchasing a new home and Veronica helped turn this process into a flawless transaction. Our lenders had very specific requirements and Veronica made everything incredibly easy and straightforward. Top service. Thank you!

I love this branch! Jennifer A. and Mark N. are the absolute best! It was a breeze setting up my auto insurance with them. A while later I needed renters insurance and one email later I had quotes, picked one out and I was set up. They had the best rates I could find for renters also. If you need reliable insurance and dot want to jump through hoops, call Jennifer Antonio.

Been a client of Jennifer Antonio for over the past 5 years since I had moved from All State insurance, thank God that I did because Jennifer delivers nothing but excellent service every time I am in touch with her. I always look forward to renewing my insurance and getting the great customer service I receive from Jennifer. She is always looking into details and making sure I get the best deal even in a crisis. Thank you so much for all your hard work over the past years. truly the reason why I stay with AAA insurance and have no switched to any other company! =)

Jennifer Antonio has been super responsive ~ so much so I wish she worked for me! AAA has been my insurance company most of my life, and Jennifer has been helping me for a couple of months now and she gets things done. Thank you, Jennifer Antonio and AAA~!*

just move to US, 1^st time buying car in US. Jacob (Jake) Peters has been helping me since I first start searching for a car. I was on and off on trips so, my purchased got delayed. Since I didn’t have a car in US, so, when I buy my beautiful car and want to drive it home immediately, I need his immediate help to generate the car insurance. feel bad that usually it’s my after work hours or weekend to look for cars. End up I found my lovely car (certified pre-​owned) on a sat early night and the paper works went on. So, I called Jake at sat night but he immediately processed the car insurance and I sent to the car dealer. I drove out my lovely car on the same night, happily after!
thanks, Jake, you’re awesome!

First time at this location and man I will never go anywhere else! This office is great! Customer Service is amazing and fast and efficient service!
If you need help ask for Jake … Not Jake from State Farm but Jake from AAA!

I have been a AAA member for over 30 years and have had the worse treatment from the DMV representative at this location! Not only is this woman very rude and unhelpful, but she is also ill trained in the DMV requirements! The woman I had the misfortune of dealing with was the Indian woman who sits on the right side. I bought a car from an elderly lady who had the car title with her deceased husband. When I was called up to the DMV/​AAA Rep she asked for my card as I was giving her the completed certificate of Title including the death Cert. for the husband. She informed me that the wife would need to sign for the husband too. I said okay and back to the seller I went. I thought this did not sound right so I called and got John at LG AAA told him my situation and asked if he would ask the woman to clarify the signature requirement. John ask the woman who had helped me and he told me to have her sign his name. I asked if she needed to sign his name only? Before she stated it clearly to John he had to ask her twice. Once back he said yes she need to sign the deceased name, then by then her name a second time. I told John that she was not very helpful even to him since he had to ask twice, but thanked him for saving me another trip. I went back again with signed Title only for this same Rep to tell me I now need to get Smog! Okay I wish she had told me this yesterday, but off to get the smog I go! Back with the smog and I am very happy NOT to see this unhelpful person behind the counter, so the Rep on the left calls me up, looks at my paperwork and tells me I need to fill out an Affidavit for Transfer without Probate!!! I tell this Rep my frustration with her co-​worker and ask if I should have been told about this form with my first visit and she says YES! I ask for the branch Manager, who is out for another few weeks! I would go to the DMV and save yourself time since this woman does not know the word for CUSTOMER SERVICE!!! At least at the DMV the give you ALL the correct information saving you multipe trips!

Let AAA Los Gatos take care of your insurance needs if you would like to work with one of their agents who genuinely don’t care about you as well as anything that has to do with your policies.
My agent has been great at not returning calls, not responding to emails, and never following-​up on any of his commitments. Face to face meetings and escalations to management didn’t help. Zero follow-​up on anything, including their mistake in my policy that resulted in extra (unnecessary) $ 200 charge on my account.
Rest assured that folks at AAA Los Gatos will go above and beyond to consistently provide you with ridiculously bad customer service and make sure that nothing gets done or solved, no matter how big or small your request/​question/​problem is.
P. S. In addition to escalating this to the branch management, I tried calling AAA Member Experience Team at 1−800−272−2877. But that apparently goes to an unattended voicemail. This is how AAA puts their customers first. Very disappointing.

I needed to renew my roadside assistance plan that my mom bought for me last year. I couldn’t find any of the paperwork. So I walked in and was promptly and warmly greeted. He waived me over and found me in the system and talked with me about options.
I’d been in an accident in San Francisco recently and found out that I only had 5 miles of towing and wanted to understand the next level up (which is 100 miles of towing) and what it got me.
While I was reviewing things, he went and fetched me the travel books for NoCal, SoCal and Arizona/​NM after hearing me talk with my daughter about how we needed to plan our trips. Talk about anticipating and exceeding my expectations. I just wish I could remember who helped us.
Anyway, we saw all the amenities (DMV and movie ticket) and will be back to take advantage of it further.
Parking isn’t bad if you stay up between AAA and PetSmart. Further in, you run into the crazed Trader Joe’s people. (and I do shop at TJs, but heavens… some of them are insane maniacs behind the wheel.)

The most useless travel agents in the universe!!! Tried to book a cruise… no help. Tried to book a Disney trip… nada!!!

I have had AAA Insurance for now the 2^nd year. I bought roadside assistance insurance through their branch in Los Gatos. Each time I’ve gone in to their branch I’ve had a good experience. The folks there appear up beat and smile when you come in. I’ve been to the branch 3 times and the last 2 times an agent named «Jake» assisted me. The first time all I needed was a map for this area of a wedding I’m attending up North. The 2^nd time I went in there to find out if AAA offers a Navigation App with voice. «Jake» was super nice and willing to assist me. He helped download this Free Navigation App for me and then took the time to show me how to work it. He is always very respectful and helpful. He even told me to just call if I had any problems while out on the road noting that I’m nervous about my long drive ahead. He deserves great Kudo’s for his positive attitude and just all around niceness.

The agent there simply opened my policy detail with all claim history to another customer not in my policy (to my friend, that was how I knew that). Don’t go there if you care about your privacy.
Add one star for their DMV services, which is always convenient. If you would like a insurance quote, please read my post first.

I read through the reviews and I have to say… I kind of agree. First, I’m glad to see that the seating arrangement was changed, because it used to have customers facing the wall, like an errant child in timeout. Apparently, the employees didn’t like being stared at, so we faced the wall. WEIRD. You know the series Mr. Hulo? A wordless series where Mr. Hulo acts out the ridiculous pomposities of humans? This place sort of reminds me of that. It’s clear that the employees consider customers to be a bother, because you are pointed in a direction that is literally 5 steps away, like an agent changing a hat from one desk to the other. Yep, no credit cards at the window — cash or check… the way most people do NOT transact these days.
Second, we sat in the chairs. The person had a forced smile when she recognized us as waiting (not hard to figure out). It’s like the customer service person who is deep down pissed off at being in little control over their environment and being subject to the immediacy of the customer’s presence. At the old office, you had a wall of chairs where you waited, so you didn’t feel the vibe — but now, there is no barrier so the employee feels invaded.
Note to Manager: It would work better if you had ONE PERSON in charge of greeting and directing and saying nice things to the customer to let them know they will be helped, as they wait for their assist. Then the assist should also be warm and act as though they value the client.
Part of the problem is — it’s a much nicer space than the last office, but they crammed everyone in there, so they’re like New Yorkers, upset that they are being metaphorically invaded. When I was in customer service (sales) back in the stone ages, even if we were talking with a customer on the phone, one looked over, gave a little wave or smile of recognition with a nod of the head that said… I know you’re here and I’ll be right with you. There is none of that here. That would be the BEST, most VALUABLE change management could make.

I was most appreciative when AAA updated the iPhone app to enable me to store my «AAA Card» in my Passbook. In a very clear fashion, it shows my name, membership number, validity date, Club code, membership level, and even the year I started my membership. This handy feature meant one less card to carry in my wallet. However, that’s where the problems I experienced today centered.
I went to this office today to purchase an International Drivers Permit. I filled out the required application, and when I returned it to the sales woman at her desk, she asked for my driver’s license and membership card. I handed her my iPhone 6 with the Passbook open to the AAA Card details. She complained that it was too hard to read, so I handwrote the number on the application form for her. We took the photo and she processed the permit for me, telling me to pick it up at the cashier counter.
The cashier counter line moved very slowly because of some very chatty customers. When I finally reached the counter, the woman (Connie?) asked me what I wanted. I told her I was there to pick up an international drivers permit that I had just applied for. «What? Well where is it? What am I supposed to do?» was her response. The woman next to her (Mrs. Gupta) said, «here it is», and handed it to the woman helping me. It was sitting on the space between their two counters.
Then Connie asked me for my driver’s license and membership card. I give her the license and put my iPhone with the Passbook AAA card showing. «I need your physical card!» she snapped, with an expression on her face that looked like she had never seen an iPhone before. I asked why, that AAA had been kind enough to put the card into the AAA app so I wouldn’t have to carry it. «Well, I can’t scan that!» There is a clear 2D barcode on it but she made no attempt to try to scan it. I looked for the card in my wallet, but didn’t carry it, so I adjust the phone so she can see the information on it, and she barks back, «That doesn’t tell me anything. I can’t use it.» «Really?» I asked? «It shows my name, my membership number, the fact that I’ve had my membership since 1982, my membership expiry and level.» She ignores me and proceeds to try looking up my membership on her computer by my name, asking me to confirm my phone numbers, which I did.
So my complaint is two fold:
A) the attitude of the cashier was horrible. She needs some thorough customer service training and should be kept up-​to-​date on the technologies that AAA is offering for the convenience of its customers.
B) AAA has done a wonderful thing by making the membership card available in the iPhone Passbook, including a 2D barcode, but either hasn’t enabled the local offices to use it, or hasn’t trained the personnel as to what it is and how to use it if their scanners have not been programmed to read the barcodes. One employee wasn’t able to read the number displayed because it was two small, and the other wasn’t willing to acknowledge that there was even a number visible.
In the future, I will use a different AAA office, and hope that these quality issues, both from the App and the personnel, can be addressed.

I went there to get a map of San Lorenzo Valley… which is just over the hill in between Los Gatos and Santa Cruz. The lady helping me kept giving me a map for City of San Lorenzo in the East Bay. When I told her I needed San Lorenzo Valley she gave me attitude and said she has never heard of it. How could you not know something that big that encompasses 5 towns next door to you? Ok, so maybe your dumb enough not to know what’s in your own backyard… but why the attitude???

AAA has a travel service available in this branch. I worked with Paula Naruo who is quite knowledgeable and patient.
AAA has quite an extensive array of maps and brochures. Pleasant Holidays is a tour company they work with. My experience with them has been positive.

As a AAA customer for over 15 years, I am disgusted with this office. I showed up at 5:28 PM, and tried to open the door, only to have it be locked. The ladies inside, one especially, a heavier set lady, starred at us as other clients inside the office were notifying her that we were waiting. She REFUSED to open the door. I was purely disgusted that a company with otherwise great customer service locks their doors 2 minutes early, or on the dot and REFUSE to let people in. I will file a complaint with AAA’s complaint line just because of principle. Don’t go here, they don’t like to help, obviously.

This is a review for DMV services. The reps are nice, but they make mistakes that cost me time and money. For example,
* I changed my address and the rep told me my form was finished. I actually had a missing signature and subsequently a delinquent registration renewal
* I was told I couldn’t complete registration renewal because I needed a smog check when the requirement was for a different vehicle car
Sometimes there is a long line of people, yet there are only 2 trained reps to handle DMV services and when 1 takes a brake things back up. This branch should train others to help speed things up. Also the reps like to chit chat even when the line is backed up.
The office looks neat but reeks of bureaucracy, like an academic or government institution, the kind of place where employees take lots of mini-​breaks, pretend to work, and lack innovation.

Scott Osborne-​as noted below via another review. Spot on. :)