AAA East Meadow — Attraction in Town of Hempstead

Subject: Complaint Regarding Unprofessional Service and Inefficient Customer Support

I am writing to express my extreme dissatisfaction with the service I received from AAA. The experience was not only unprofessional but also caused significant inconvenience and frustration over a period of approximately six hours, from 4:00 PM to 10:00 PM.

Firstly, my dissatisfaction with the technician: The technician who arrived did not solve any of my car's issues. He refused to jump-start my vehicle or replace the battery, despite my requests. Essentially, he did no work at all. When I insisted that he at least attempt to jump-start the car, he responded by saying, "If I jump-start your car, you will die on the road, or your car will die on the road." This statement felt like a blatant threat, which was both unprofessional and unacceptable.

Secondly, the customer service experience was equally unacceptable: After above bad experience, I had to call AAA three times again during this ordeal. On my first call, I was promised that a technician who could replace my battery would be dispatched. However, during my second call, I was informed that no technician could come because the staff had finished their shifts. Instead, I was told a jump-start service provider would be sent. After waiting for another half hour, I called a third time, only to be told that the jump-start technician would not come because the initial technician had claimed that my car could only be towed. This caused further delays and confusion. Additionally, throughout this experience, I received a text message from your system claiming that the technician had arrived and was waiting for me outside. I stood outside for over an hour, but no one ever showed up.

In total, I was left waiting for over five hours with no resolution. This situation was not only frustrating but also demonstrated a complete lack of efficiency and communication within your organization. As a loyal AAA member, I expected much better service and professionalism.

I request that AAA review this incident and take appropriate action to ensure that other customers do not experience the same level of frustration and inconvenience. I would appreciate a prompt response to this complaint and any information on how you intend to address...

Filled out my forms online, printed them, and arrived at 9:15 for my 9:45 appointment with all of the documents that the AAA/DMV website said were required and appropriate to upgrade my standard NYS license to a Real ID. I checked in and acknowledged that I was early because I traveled from Suffolk County and did not want to encounter any unexpected traffic. I fully expected to wait until my scheduled time. When I checked in, the AAA associate looked at my social security card, which has my maiden name on it, and said she could not help me. I explained that I brought my marriage certificate with me. Mind you, these same documents were used to obtain my standard license and my passport. She proceeded to tell me that I would have to go to Social Security first and apply for a new social security card with my married name on it. She also proceeded to tell me that I would not receive my social security benefits when I turned 62 if I didn’t change my name on my social security card. She asked what name was on my WW2s and said she couldn’t believe I hadn’t had a problem getting my paycheck. I’m assuming that AAA associates receive training on the services that they provide and since I felt very confident that the information she was providing was inaccurate, I politely left (in tears) and immediately went to the Farmingdale office, for which I did NOT have an appointment. I explained the “predicament” that the East Meadow associate insisted I was in to the very nice and helpful man behind the counter, and upon hearing it, he confirmed that it was incorrect. He apologized profusely for the grossly misinformed employee at the East Meadow location and proceeded to check me in and process my request. Thank goodness for him! The AAA associate who helped me at the Farmingdale location went out of his way to correct the mistake made in East Meadow and assured me that his manager was now aware and would be following up with someone at the East...

So this AAA does the TSA Pre-Check I came to this location with my parents without an appointment and was informed of a maximum wait time of one hour due to the lack of an appointment. Although Omar provided professional and courteous assistance, our wait extended from 1:30 to 3:40. Despite having five staff members, only one was processing TSA Pre-Check applications, prioritizing those with appointments. While I understand the importance of accommodating scheduled appointments, the staff member handling TSA Pre-Check was discourteous, refusing to assist my parents, even though my mother was nearly late for her chemotherapy appointment. The application process typically takes less than five minutes but took over 30 minutes under her handling. She adamantly declined assistance, stating that they were closing at 4 pm and instructed us to return another day. Despite the relatively straightforward nature of the task, her attitude was dismissive, and staff members appeared disengaged, even taking lunch breaks while attendees waited. This experience was disorganized and unacceptable. Please go to another location! The staff are rude except for Omar who was doing work instead of texting and eating and gossiping...