AAA Hudson Valley

I had a great experience planning my family road trip to Florida. I filled out the info form on the website and got an email saying someone would reach out within 48 hours. In less than 2 hours Alexis had called to get additional information to help with planning. She was super helpful and very quickly had a Triptik made for us and in the mail. She included hotel recommendations for the time interval stops that I asked for. With access to technology these days it is easy to overlook the extra member benefits of AAA, and I am super happy that I reached out and got some excellent help.

I have AAA for emergencies. My daughter can’t get our car started and it’s -2° outside.. I spent a half hour on the phone with no response.

I have had AAA for as long as I can remember and give numerous gift memberships each year. ***The roadside service has always been OUTSTANDING over the years.*** BUT my customer loyalty is waning because my gift recipients and I are exasperated at the number of unwanted and unsolicited mailings we get from AAA - most notably trying to sell life insurance. There are days I receive multiple life insurance mailings in one day !! I called and asked to be put on the Do Not Mail list; but the junk mail keeps coming despite being reassured it would cease. Exasperated and upset because the mailings for life insurance are pre-filled with my personal information.

A very positive atmosphere. Everybody is friendly , Proffesional and well informed. Very helpful in planning our trip without sorting through all the noise on the internet

This weekend, I had the displeasure of speaking with Joann from the Latham, NY office regarding a car breakdown that nearly cost me my life and left me stranded hours from home in an unfamiliar area. After a harrowing night with no available overnight tow drivers, I called again the next morning to have my car towed. In an effort to plan ahead, I had already had my car taken to a nearby dealership and used an Uber to get to a hotel. While I understand that your policy (which I was completely unaware of) prohibits towing vehicles from dealerships without recorded consent, Joann’s response was beyond unacceptable. Rather than explaining the situation calmly, she accused me of engaging in criminal activity related to unpaid car work—an accusation that was not only baseless but incredibly insulting. I even asked if I could push my car to a different lot to avoid this issue, as the dealership would have my keys if repairs were being done. All I needed was a shred of explanation or sympathy. Instead, Joann laughed at my situation, dismissively cackling, “Well, looks like you’ll be staying in Albany a couple more days” since the dealership was closed until Monday. My car broke down on a Saturday. Excuse me? Her complete lack of empathy, support, and professionalism was astounding. I was so shocked that I hung up without saying a word. To make matters worse, Joann and this office escalated the situation further. I received sassy, unprofessional texts to my personal number when I tried to request service through the app (screenshots attached) and they even went as far as contacting AAA near my hometown to block any support until Monday. I cannot comprehend why Joann acted so petty and vindictive. The hostility in this interaction was entirely one-sided, as I made every effort to remain calm and professional—something I should not have to do when dealing with an emergency and a company that claims to provide support during such times. As an insurance company that specializes in emergency situations and assisting people in distress, the absolute bare minimum should be a respectful, understanding, and professional response. While I fully acknowledge that policies and rules exist, your representatives need to learn to put themselves in someone else’s shoes. I strongly urge you to take immediate action to address how your staff is trained, particularly at the Hudson Valley/Latham office. Joann’s behavior was not only unprofessional but cruel. A simple apology from her would be a good start, though I fully intend to escalate this matter to higher levels within your organization. I’m a 21-year-old driver, and this was my first experience with AAA. It was not just disappointing—it was absolutely foul. Do better.