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July 2025 by Derek N
Both my wife and I have dealt with CAA Niagara travel for over 20 years and have yet to be disappointed with their service.
We had a small trip booked with CAA and due to medical contains we were forced to cancel the trip, as we had other protection we refused the CAA trip cancellation insurance. Then we started the demanding proceed of getting our money returned.
Part of this process was to get a letter from CAA showing the cost and that there was no refund. I phoned our agent, Ron on Thursday. He phoned back and said they had resold the trip and the total cost was on the bank card on Friday.
Is that not great Service from CAA Niagara?
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July 2025 by Chris Asiriuwa
This location is now a mess, on June 1st I requested a tow at about 2pm, I told them I was leaving my vehicle behind for them to tow so that I could go get my children home, they refused and asked me to wait until their driver arrive.
After 2 hours, I called again and I was asked to keep waiting and I said okay. A few minutes later, I got a call and I was told by their dispatch that he wasn’t informed of my call since almost 3 hours and that he was just told 6 minutes before he called. I had to pay Uber for my kids amounting to about $100 and also Tow my vehicle for $200. They are playing games with me, these people are no longer reliable.
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April 2025 by Kailey Soares
I was stranded with 2 motorcycles and Devon was fast, efficient, and extremely kind! He was very gentle with the motorcycle when loading and off loading, and helped me take it apart to get to the battery to jump it just incase it was dead and he jumped it back to life! Amazing service, I never ever regret my CAA membership because of the quality of their customer service and the drivers are beyond helpful.
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April 2025 by MA B
I am writing as a long-standing Plus Member of CAA Niagara to formally raise a complaint regarding the unjust denial of roadside towing service, which I believe violates the spirit and potentially the letter of your membership terms.
On Apr 21st, 2025, my vehicle broke down in Niagara Falls, Ontario. I requested a tow to my trusted mechanic, DP Automotive in Cambridge, Ontario, a distance of approximately 128 km. Despite this being well within the 200 km towing coverage of my Plus Membership, your agent incorrectly claimed that towing was limited to 100 km and refused service.
I was speaking with a representative named Nikki at CAA Niagara, whose conduct was entirely unprofessional and dismissive. When I requested clarification and asked her to cite the policy clause under which the tow was denied, she refused to provide any documentation. Instead, she curtly stated, “I’ve told you we’re not going to tow,” and then hung up the call. This is unacceptable behavior for a customer service representative and reflects poorly on CAA Niagara’s service standards.
In an effort to resolve the issue, I had the vehicle privately towed to Beamsville, Ontario, which is within 100 km of Cambridge. When I requested service again, I was told that since I had moved the vehicle closer, CAA would now refuse service based on alleged “piggybacking” or “staging” of the tow.
This reasoning is deeply concerning. At no point in your clearly advertised benefits does it state that:
1. Tows are limited to 100 km under Plus Membership.
2. A vehicle cannot be moved closer to enable a legitimate tow within the allowed distance.
Instead, I was met with shifting justifications and what appears to be a coordinated attempt to deny a legitimate service. This contradicts the member benefits promoted on your website and brochures. I feel misled and disappointed by this lack of transparency and poor customer treatment.
I am requesting:
• A written explanation citing the exact clause under which my tow was denied.
• A formal apology and acknowledgment of the mishandling of my case.
• A refund of any out-of-pocket towing expenses incurred due to your refusal.
If no satisfactory response is received, I will be escalating this issue to the CAA National Ombudsman, Better Business Bureau, and Consumer Protection Ontario. We are also discussing with consumer protection lawyers to potentially file a class action law suit against CAA.
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December 2024 by Jennifer Robertson
CAA came to my rescue on christmas day very happy with the service.
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December 2024 by Faisal Shaikh
I'm deeply disappointed with the rude behavior I experienced from CAA's customer service. The representative was dismissive and unhelpful, making the situation even more frustrating for a new member who joined CAA last week and this was my first interaction with CAA. Instead of resolving my issue, I was met with attitude and impatience. This is not the level of service I expected from such a reputable organization. I hope CAA addresses this lack of professionalism.
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November 2024 by K
The customer service I received was excellent. The lady I dealt with helped me out with changing cards and lowering my cost.
Well worth while subscribing to CAA yearly for many benefits they have
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October 2024 by Keira Akuar
April and Dianne were very helpful, accommodating, and professional over the phone. Thank you for your help!
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August 2024 by Michelle
Extremely slow response time, put in a call for service. Was given an estimated wait time of 2 hours… called back after 2.5 hours, was told 25 minutes… was not given a location of the service vehicle to better understand when it would be arriving
Ended up waiting 4 hours then had to cancel the call for service and call someone else.
Spend your hard earned money elsewhere and not with CAA
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August 2024 by Anmar Tayawi
The worst workers you ever see!
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June 2024 by Jasmine
THANK YOU isn’t even enough words to say how grateful I am for your tow truck driver Mike!
Today my car stalled and engine died right on brock road , right by the intersection of timmies and Niagara region.
I was stuck with my 4 ways on with no AC in one of the hottest days with my son in the back seat. Your driver Mike was on his way back to your headquarters and saw me and pulled over and asked if I needed help!
I have a membership, and had forgotten my card at home and my sister was in the way with it.
Mike was absolutely amazing. He let my son and I sit in his truck while he got my car I his truck bed and brought us off the road and into a safe parking lot! He then made sure that my son and I stayed cool, while I waited for my sister to show up
I literally was in tears I am so thankful.
I truly can’t thank Mike enough.
Thank you, thank you, thank you!!
Sharlene
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June 2024 by Mike
I don't use caa myself, but I found a lost wallet today with a membership in it, so I called and explained what happened, and the call taker was awesome in getting a hold of the owner of the wallet, the owner called me and the walled was returned all thanks to caa.
Highly recommend these people simply for the amazing customer service!
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March 2024 by Deanna Dury
Nice staff clean and accessible
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February 2024 by Gord A. Robinson
Brian was my service man today. Very nice, informative, & knowledgeable. He charged & tested my battery...Highly recommend him & CAA
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February 2024 by Simon Javaid
Taking money but not providing service Not worth itVery bad customer service and experience ??????
