February 2023 by Amy Oyer
We have had AARP Roadside Assistance for several years. On November 14, 2022, I had a flat tire on my way to work. I called for a tow truck and a provider was contacted. After waiting a while, I checked my phone for the providers information only to find that the tow had been cancelled. I called back and was told that the provider did not cover the area I was in and another had been contacted. That provider also cancelled because I was on an interstate and I was told they could not service me. I was told to call 911 and tell the State Police what had happened and they would assist me. I called them and was informed that the tow company could, in fact, tow me as it was not the turnpike but they would send a tow truck and trooper. That tow cost me $176 for one mile. Since I could only get towed to the nearest service station and not to the repair shop I needed, I had to have the spare cut off my vehicle and put on at that shop. That was an additional $50. I called the next day to find out how to be reimbursed and sent the receipts right away. I called several weeks later to find out how long the refund would take. I spoke to someone who said my paperwork had not been received and transferred me to someone else, only to be cut off. I called back and spoke to someone who also said that you had not received my paperwork and I could send it through email so it could be processed faster. I was given a ridiculous amount of information to re-submit. Once I hung up the phone, I went to send an email only to find that a reimbursement check had been issued that day. It was for only $130. The amount I submitted for was $226. I called back and was told that a complaint would be filled and I could expect an answer in 10-14 days. There are so many things here that don't make sense to me. Why didn't anyone call to tell me that my original tow was cancelled instead of leaving me sitting there waiting? How do your customer service reps not know what's going on with a claim? Two different people told me that my paperwork had never been received when a refund had actually been issued. What kind of roadside assistance company doesn't know what roads they can access? If they had, I would not have had to pay for anything. I expect to be fully reimbursed since this was all a failure on their end.It is February 5th and I still have not gotten a refund or response. TERRIBLE CUSTOMER SERVICE!!!
