AAA – Marlborough

I would like to start by saying I have been a AAA member for 15 years now. I have always appreciated their work and had good luck with AAA assistance. However this season I have never been more disappointed. I have been hearing numerous stories from close friends how AAA will not assist them because AAA is «too busy» when my friends are working as emergency personnel. A week or so ago I called AAA to jump my battery. The man who arrived was very nice, he jumped the battery and when I asked him to test it to make sure the battery was okay he said he could not test it that was another truck. I had already waited over an hour and AAA did not tell me I would need two separate trucks for this service. Last night my car completely died and I do need a new battery and AAA advised me they could not send anyone out to service me because they are too backed up. I completely understand it is exceptionally busy right now however the winter did not just start and the weather has been exceptionally bad all season so why has AAA not worked to get more personnel helping with assisting their paying customers? You can not have for example 100 paying customers and only be able to help only a percentage of them during a time of need. I was very frustrated last night however the woman on the phone told me to call back at 8:30 in the morning and I would be put on the list for someone to come out and help me that day. I called 11 times and every single time I get an automated message saying I am being transferred to the service provider nearest me and then I get a busy signal and it hangs up on me! To not even be able to speak to a representative infuriates me. If I were stranded on a highway or in a spot of danger the service I pay money to, to be able to help me will not even provide me with someone to speak to!!! I have never been this angry with AAA before and going forward I will never recommend them to friends or family again.

I need to caveat that this is NOT my direct experience, but an experience I shared with a good friend. I’m extremely sensitive to «discriminatory» practices, perceived or real. This AAA, I have always noted to have wonderful people that are friendly and always oh so helpful. And yes, they are, for the most part, as is. BUT, come across their insurance program, and I was very unpleasantly surprised. Nice people, but not really «with the program» when a case does not meet the mainstream.
And so the story goes: Guatemala-​US citizen transfers from Guatemala to the US. Did I mention US CITIZEN? (Of US born parents working for the Federal Government stationed in Gatemala?). Buys house — cash, almost a year ago. We become great friends. Single mom raising older kids. As we become friends, we start talking about products and services — she was getting KILLED by car, home, health insurance. Relying on the goodness of others — taken TO THE CLEANERS. I actually recommended AAA. BIG MISTAKE. But BIG MISTAKE for AAA that they did not expect ME to show up with her during one of their meetings.
1. Home and car insurance: A mid 40’s woman driving since 1980’s, WITH AAA Out of South Florida, where most of her vacation and US Driving has happened over the past 20 years…
2. AAA asked her for all her binders, paperwork, etc. She scans, emails, sends for stuff from Guate. EMAILS to AAA.
3. AAA is not sure if they will accept the Guatemala DOT certification of her drivers license IN SPANISH (WHAT AAA NEW ENGLAND DOES NOT HAVE BILINGUAL PROFESSIONALS ON THEIR STAFF!!! SAY IT ISN’T SO!)
4. She has a translation done to be notarized to verify that SHE IS NOT A NEW DRIVER, since AAA wanted to quote her a NEW DRIVER RATE. Clean record in the US and Guatemala BTW.
5. Back and forth with the Marlborough rep — very very nice guy, NOT very savvy. Painfully so.
6. We get there for notary, and Mr. Rep states HE DOESN’T HAVE ALL THE PAPERWORK SHE HAD EMAILED HIM. AND NEEDS TO RESEND. She is about to leave, and I said HECK NO. WE STAY until we figure this out.
7. I walk AAA rep, very SLOWLY through all the steps, while I have her go through her Iphone to find her emails to the guy… HE HAD THE STUFF JUST DIDN’T BOTHER TO FIND IT. AND I HAVE HER RESEND WHILE WE ARE SITTING THERE!
8. Out comes the wonderful manager, and when he realizes I am STRONGLY HINTING THEY BETTER NOT BE TAKING A NEW RESIDENT BECAUSE SHE IS A SINGLE MOM AND HISPANIC FOR A RIDE… He kindly steps in.
9. They didn’t know if she actually NEEDED the AFFIDAVIT. THEY DIDNT KNOW IF SHE HAD TO HAVE THE CERTIFICATION TRANSLATED.
BOTTOM LINE — THEY HAD NO CLUE. So I stayed and observed PAINFULLY the COMEDY OF ERRORS. Nice people — CLUELESS. You DONT want to know how bad the rate is for herself, a 22 year old and her 19 year old… BAD. A Rate NONE of us taxpayers would put up with.
I have sent her to other companies, and PERSONALLY walked THEM through the situation. I am flabbergasted. AAA — IF YOU DON“T HAVE A CLUE — SAY SO. GET BACK TO THE CLIENT WHEN YOU SAY YOU WILL. And if you DONT KNOW SAY SO.
I am SO sorry this happened, and I HOPE AAA has some sort of MULTICULTURAL BUSINESS PROGRAM” for their employees. I’m still shocked but not speechless. To you hispanic professionals out there — BEWARE. Single MOMS — BEWARE.

I have to disagree with the great service that another member claims. I sent my son to the Marlboro ma location to pick up a map. I gave him my gold membership card which I have been a member since 1997. They asked him for his license and subsequently refused to give him a map, because he was not me. I am one for policy and procedure and abiding by the rules. I could not get out of work before they closed, so I sent him. I figured it’s only a map not a national security document. Well, not for the man working the counter. I hate to be so sarcastic but, it is only a map.

I received great customer service at this location from Jim. My husband and I are going to Las Vegas next month and I wanted to get one of the handy AAA guides for the state of Nevada. I really only needed the book but Jim also helped me out with the car rental as well. I know this is part of the membership fee, but I just thought Jim was very nice and extremely helpful.
By the way, I love reading about different towns, hotels, restaurants, etc. in the travel books. Honestly, I could look at them for hours and not get bored.