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April 2024 by Alexander W.
Disappointing from start to finish, wouldn't recommend. I left feeling dissatisfied and am unlikely to return. I would advise seeking tire services elsewhere for a more reliable and customer-friendly experience.
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March 2024 by Ruth P.
Today I had the pleasure of working with Mason Nemzoff, Retail Sales Associate, at AAA on Main Street in Fairfax. Mason created two TripTiks for me. He took the time to review the routes, step by step. He answered my questions and checked in with me several times to make sure I understood the directions, some of which took me through areas without cell phone service. He made suggestions, based on his travel experiences in rural areas, which were very helpful. I would recommend working with Mason when planning a trip!
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March 2024 by Jon
Helpful staff
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February 2024 by Kathryn J.
My check engine light came on, so I brought my 2003 Camry here. They misdiagnosed the repair (they wanted to replace the O2 sensor) and the general manager kept telling me that my car could remotely receive a software update from Toyota (it can't!). I told her that could not happen and she told me that she refused to repair my car! I then called AAA customer service who refused to help me and told me to take a deep breath and drink a glass of water! When a neighbor gave me a ride to pick up my car, the neighbor came in with me and saw that GM refused my payment for the services performed (the neighbor felt that the GM was trying to get rid of me.I took my car to a Toyota dealer, who replaced the AFR sensor and installed the software upgrade needed to make the new sensor work. I will never go back to AAA and I will not renew my AAA membership this year (which I have had for decades.
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February 2024 by Paige W.
Worst car repair and customer service experience of my life. It was so bad that we canceled our membership. AAA is a scam. Update since I can't respond to comments on my review: I'm not going to email AAA and take this discussion private because the manager has been emailing my husband and called him a liar about what happened and doubled down about the abysmal customer service we had, specifically that we had to call the shop for any updates about our car. She said that she spoke to my husband at least once a day, which was true, but only because he had to take time out of his day to call them at least once a day for any updates about the car. Potential customers have a right to know that we were never offered Lyft vouchers while we were fighting to get our car towed back to us because we didn't want to have to pay to get our car back after they failed to fix it the first time, and we were only told about them by someone from roadside assistance after they put my husband on hold for over two hours. When we were finally able to speak to someone after he called again using my phone number, they were shocked and appalled by our experience and told us that not only did they have the authority to offer Lyft vouchers, but they should have done that in the first place. Potential customers also have the right to know that when my husband was first placed on hold, the shop was still open, but after being stuck on hold for two hours, it had closed and the tow company said they couldn't tow our car back because the manager, Kaitlyn, had told them they can't tow the car from the shop because they were closed. What's even worse than that, is Kaitlyn authorized our car to be left unlocked and with the key in the ignition over night so the tow company could tow it after hours. When she emailed my husband, she lied again and said the towing company was the one who refused to tow it, but I had spoken to the driver and he specially called Kaitlyn out by name and said she was the one who personally refused to let them tow it without us paying for it. He said she did this the next day too, even though we had spoken to several people who had authorized it. I should also note that in her email to my husband, she tried to make it seem like the shop had gone above and beyond by agreeing to tow the car back to the shop and fixing it after they either failed to fix it the first time or failed to let us know about a potentially dangerous problem that almost caused me to get into an accident on the drive home from the shop. I want to be clear when I say that that is less than the bare minimum. The bare minimum would have been to do that and not to make us pay to go and get the car that should have been safe to drive home the first time. She said the car had been repaired correctly and even said they had extensively tested it, which we don't believe because as soon as I turned the car on, the engine and battery lights lit up. We've personally had trouble turning them off after we've fixed a problem and I had no reason to think they wouldn't have fixed the car in the first place so I tried to drive home. Obviously trusting them to do their due diligence was a mistake. So no, I'm not emailing AAA about this because Kaitlyn continues to lie to us and refuses to take any accountability for the terrible service we had. So I have no faith that anything will come from taking more time out of my day to escalate this. At multiple points in our interaction, the manager refused to help us or even apologize for the massive inconvenience the shop caused us. It's not my responsibility to fix your terrible customer service. If you were unaware of all of this happening for some reason, that's on you and your staff. Reading some of these reviews, it sounds like we are not the only ones who had a terrible experience. You already got $600 from us that we should have been refunded when our car broke down on the drive home from your shop. I'm not doing your job for you too.
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February 2024 by Matt DeRosa
The customer service and negligence on the part of the shop were so bad, I canceled my AAA membership. They botched a simple repair, put my family at risk by not testing it, and then took days to fix it.It took no less than 2 days, 5 calls, and 4+ hours talking through various layers of AAA bureaucracy just to get the vehicle towed back to my home without paying extra fees. The systemic, layered failures in customer service and repair work should be a cautionary tale for prospective customers.
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February 2024 by Paige W
Do not take your car here. Actually, don't get a AAA membership at all. It's a total scam. After we paid them $600 to fix our car, we didn't realize until the drive home that they didn't fix it the whole way and were almost in an accident because of their negligence. So we had them tow it back to the shop where it sat for nearly a week while they desperately tried to find an issue that could have caused the problem they just didn't fix. So after all that, we didn't ask for our money back or threaten legal action or demand they reimburse us for the rides we had to pay for while they held our car hostage. All we wanted was for our car back without paying for a ride or to have it towed back as a separate service charge. And we were told by several supervisors that that was reasonable and they would do that. Until someone else called and told us that it wouldn't be covered. We went around like this for days until they finally got it together and agreed to give us our car back. So save yourself the headache and going without your car for a week and just use State Farm roadside assistance to take it literally anywhere else.
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February 2024 by Manuel Yglesias
Friendly, Quick and very good at educating customers about their product
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February 2024 by Jill R
Travel front desk so dysfunctional. Don’t waste your time. I cancelled my membership today. I miss the days when they actually helped you?♀️
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February 2024 by Joe Schu
AAA offers a variety of services at the this location including car repairs, insurance, and trip planning. We visited to have passport photos taken so that we could renew our expiring passports with the State Department. We arrived without an appointment and were greeted immediately by a very capable young man (Mason). He took the photos and processed them quickly. We were on our way in about 20 minutes. Also note that AAA members get a significant discount on many services, including passport photos.
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February 2024 by Christian V.
Been going to this location approx. 10yrs for tire installations and maintenance. Making appointments is easy, everyone from the call desk to mechanics are a pleasure to deal with. I appreciate the thorough inspection to make sure your vehicle is safe and ready and not just rush to do the job. Very highly recommended!!
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February 2024 by Mr Vee
Been going to this location approx. 10yrs for tire installations and maintenance.Making appointments is easy, everyone from the call desk to mechanics are a pleasure to deal with.I appreciate the thorough inspection to make sure your vehicle is safe and ready and not just rush to do the job.Very highly recommended!!
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January 2024 by Larry K.
always fair and reputable. they will tell you truthfully if you need a repair or not and what you can put off to later..
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December 2023 by Brandon Haskin
Great customer service and the manager is wonderful. Great price on four tires and an alignment.
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November 2023 by Cra Azzs
Friendly staff and easy to make an appointment. Mechanics have done a great job on servicing our 3 family vehicles.
