AAA West Springfield

Positive experience: Had to get a tow tonight, being stuck is always a stressful experience. Especially when you expect an expensive car repair bill will be following. I got AAA technician Chris. He was friendly & provided excellent service. I was thankful that at least the tow portion of my day was a painless & easy experience.

Fantastic experience: Passport photos. No line. Good service.

Fantastic experience: Free air

Fantastic experience: I made an appointment with the RMV department of the building. I had several issues with paperwork but, was assured if I can back they would try to still help me even if it was a different day. Luckily I managed to get everything done on the same day. In the end there were a bit more logistic issues that on their system they could not assist with. Resulting in a trip to the RMV but if it wasn't for this smaller issue everything went really well and customer service was super understanding and kind

Fantastic experience: Just renewed my driver's license. Great experience. People are friendly and very helpful.

Negative experience: LOCAL TOWING IS BETTER. CALL REDS. This place is terrible. I finally cancelled my membership today. Last 4th of july I had to wait 6 hours for a 2 mile tow. Earlier this year I had to wait 4 plus hours. Today the driver flat out refused to tow my car. The experience has motivated me to buy a jump pack and portable air compressor. I will only ever need a tow if the truck explodes. AAA, I hope your pillow is warm on both sides every night. You guys suck big time!

Positive experience: Very helpful. Beats the wait at RMV!

Negative experience: We had the worst experience last eve at AAA . 3 of us with friend who was locked out of her car , called AAA was told they’d be there within the hr ! They came 3 hrs later , 11 pm , after numerous attempts to reach them, put on hold for Lengthy periods , customer service not friendly , terrible communication

Fantastic experience: The staff at the AAA branch in West Springfield are always nice and helpful.

Negative experience: Waited 4 hours for a tow truck, called several times and kept getting told that the driver was on the way, given random time frames, after 3 hours I asked for them to send out someone else and was told no, then someone finally told me they couldn’t get ahold of the driver and couldn’t give an accurate time frame of his arrival, and they sent out another driver who showed up in 6 minutes. That should’ve been offered as an option when you first realized you couldn’t get ahold of the driver and couldn’t give an accurate time frame.

Negative experience: With AAA Plus they will refuse to tow a motorcycle, although with another plan I have seen one driver safely put a motorcycle on the truck. The logic of AAA is unclear. Allstate will tow 100 miles also, will give 5 calls a year instead of 4, and cost is the same or less than AAA Plus.

Fantastic experience: Will never go to the dmv again thanks, should have done this years ago

Fantastic experience: Yvonne was pleasant and professional at the West Springfield AAA office. We are grateful for her expertise and her help!

Negative experience: Paid double of what other travelers paid for the exact same package. Awful room and the resort was a split resort needing a bus to go to the ocean. They did not gives us a good deal at all. In a word they spent our money with very little value for what we got.

Fantastic experience: AAA sucks waited 3 hours for a tow. You talk to idiots fro RI not local. They really suck.

Fantastic experience: Great help. Great service and nice people.

Fantastic experience: Super friendly customer service

Fantastic experience: Replaced a mouse-eaten registration?. No problem!

Fantastic experience: The staff was very friendly and helpful, which contributed to a positive experience. The peace of mind provided by AAA is certainly worth the investment.

Positive experience: Great roadside assistance. The technicians are awesome. Customer service personnel lack compassion and consideration, especially when you're trying to find the best place to have your car service. Customers shouldn't have to find a ride to show up at the shop to have their vehicle towed to another shop when their membership is still active, and the record shows that they were the one who authorized the tow.

Negative experience: My two sons are driving from Atlanta to Springfield Massachusetts and hit a road hazard resulting in a flat tire in Baltimore Maryland. 15 hours later they still have not been towed. Worst service ever.

Negative experience: If you need driver's education or required driving... do not use this location. There is no way to schedule ahead of time and there is way to complete the driving quickly. Use another service... don't walk... run away from this location.

Fantastic experience: Amazing staff!! They do more than you can imagine!!

Positive experience: I dislike them forcing paid customers to use their it never works correctly. Stop forcing people to use apps.

Fantastic experience: on April 08, 2024 my car broke down in Springfield, MA. I'm in my late 70's and have never needed assistance before.. A man named Pedro was sent to assist me. He determined the car needed to be put on his ramp truck to get it, and me home... He was so polite and helpful it was as if my son was there to help me. He made sure I was able to safely get into his truck and that my seat-belt was fastened. He is a superb driver, taking no chances and always in control of his truck. I am not one that enjoys meaningless conversation but Pedro and I talked much of the way to my house.. He was absolutely a delight to talk to.. He showed his driving skills getting into my driveway getting my car in front of my garage door.. He then assisted me getting out of the truck.. He was such a delight to talk to I was sad to see him leave.. Thank you for turning a bad situation to an enjoyable event.

Fantastic experience: Went for my wife's real ID, quick in and out

Negative experience: TERRIBLE experience. 22 years a member. Fantastic service EXCEPT when local tow company (not AAA) damages your car. Very frustrating dealing with staff on Toll Free Had to drive to local AAA office. They very helpful but toll free customer service rep was not. Next AAA driver to come out resolved damage.

Negative experience: First, this isnt for AAA as a whole. Ive been AAA member for at least 20 years and always had great experiences but today upset me. I just popped in to see if I could do an RMV thing there that I had been getting different directions about for months and really needed help with. Thats pretty much all on the Mass RMV though. The first person I spoke to at the desk was great. Then someone else came in and was trying to help me, but during which I expressed my exasperation about the Mass RMV to and how annoying it was. Then I said at one point "I can do whatever" meaning I wanted to get it taken care of but I kept getting different directions. She decided to take it personally about her and tried to scold me for being "rude" when she had been "nice". She seemed bothered especially that I said "whatever" but it was in context to just wanting to have clear instructions for everything at the RMV, not her. In hindsight, she wasnt being nice. She chose to hear me complain about the RMV and my situation and take it personally and then made me have to deescalate the situation when I was already upset. I dont appreciate that. She did try to ask someone else and then let me know they couldnt help me, but I work with people all the time and I realize theres a difference when someone is complaining about their situation and complaining about me. I would have been more than happy if she just said "I know this stuff is confusing and working with RMV rules is a pain." But she decided to somehow act like I was the problem rather than one of the most notoriously difficult organizations to navigate on the planet. I really appreciated the person at the front desks help and the woman who got mad at me's help even. Really though, learn how not to personalize things and try to pick up on when people are distressed and frustrated and try to empathize with them rather than taking their annoyance at their situation as being reflective on you. Thats my input, hopefully its not just screaming into the void like everything else seems to be.

Fantastic experience: Visited this agency for both my and my wife's Massachusetts driver license renewal. In contrast to the unfriendly atmosphere we experienced at the Springfield RMV, the staff at AAA were incredibly professional and handled the process smoothly. They focused on solving the problem efficiently, making the renewal experience hassle-free. Highly recommend their services!

Fantastic experience: Very pleasant and knowledgeable staff.

Negative experience: I was given a two hour window for when I would get help, but after that window passed, I wasn’t given another estimate wait time. To feel frustrated by needing a jump is one thing, but to be left behind by AAA made it even worse. My recommendation is to call AAA, then call another company to help, and submit the receipt to AAA for reimbursement.

Fantastic experience: Don't know why people still want to go to the registry when you can go to AAA for most of your registry of motor vehicle. needs.

Fantastic experience: Been a loyal member for years and years and years. Well worth it.

Negative experience: Failed to come in an adequate and fast manor when I was stranded on the highway this past week. Had to be towed by state police and have not been reimbursed yet even though I was promised one since they took over 2 hours to respond. But the state police AAA came in less than 20 min and they were a AAA affiliate and cost me undue hardship and money and negative balances. Shame on you AAA will be cancelling and alerting others to your malfeasance.

Fantastic experience: Very helpful nice getting and very fast, I love it there thank you...

Negative experience: Been a member for over 30.years and the service in the past few years has been HORRIBLE! The last time we waited 4 hrs! The driver said it wasn't dispatched til 30 min before he showed. Today we waited about 2-1/2 hrs not 45 min we were told twice. Called several time and got disconnected after waiting 4-5 minutes for each call. Terrible customer service. We will probably not renew our membership!

Positive experience: It's fine. Get what you need done efficiently, not a very friendly experience.

Fantastic experience: On time and always helpful. Had to renew license called for appointment and got it done.

Negative experience: I called for AAA and I'm a member, They gave me a time of 1.5 hours to come unlock may car. They delayed the call, and gave me no time frame on when they would come and unlock my vehicle. I called to check and the female I was on the phone had the worst attitude. What is the point of getting a membership if you can't service your members. Zero stars should be an option.

Negative experience: Members of AAA today has been a horrible day for me. I have push button key and lost the key..called AAA to pick me up from a paying parking lot and well let's say they were more worried that I had to pay a fee because I used all my calls instead of helping me. I'm a member that pays every year...they can wait for the money. Been waiting for 3 hrs out in the cold..its snowingand raining..smh!!!...Just want to let you guys know if you're in a parking garage..parking lot ..don't hold your breath with AAA!!!! Terrible

Positive experience: Their air pump has been broken for months! Would be nice if they could repair it!!! Also, maps are no longer paper..... Good for renewing driver's license.

Fantastic experience: Triple A is the best! Everyone should have a membership! The drivers are awesome and helpful. Everything goes perfectly when I use Triple A

Negative experience: My car broke down in Ludlow. I live 113 miles away. My sister sat there with the car all day. Nobody ever came. Despite telling her repeatedly someone was almost there. After 6 hours or so she got a message saying the driver was 10 minutes away. Guess what? Another lie. When she called again they said let’s us pick it up and put it in storage. Then the night crew would tow it back. We called a few hours later and talked to the “night crew”. They said..”I don’t know why they told you that , we can’t bring it tonight. But we will definitely bring it out in the morning “. Guess what??? The day came and went and it’s still in storage. They have had my car for 2 days now. It feels stolen at this point. I towed for AAA out of Hyde Park for 5 years. I’ve never seen bad service like this. Towing is supposed to be their business! I’m gonna rent an auto hauler and go get it myself. But I’m afraid I’ll get there and the car will be gone. AAA is a complete waste Update…day 3 and still no car. How many days does AAA need to keep my car before it becomes a priority??

Fantastic experience: Loved it there. The staff was excellent, and I was in and out very quickly.

Fantastic experience: Always friendly always efficient always great service. I learned to always go in and do anything in person their website and their telephone service really has left to be desired but if you go in and and do things person-to-person it's a great experience

Negative experience: Nowadays you need to make an appointment to get anything done not like the old days. Where you walked in and got service right away...I guess they don't like to be inconvenienced...

Fantastic experience: The staff there is so very helpful and friendly. Glad to have a AAA membership! Quick with doing RMV stuff!!

Fantastic experience: I was able 2 get lots of info on the tripple a service cards and some rmv

Fantastic experience: Lots of services and a friendly helpful staff. Been there a few times recently for a passport photo and a driver's permit along with real ID. They were helpful with the paperwork and needed documents and the process was quick.

Negative experience: On hold for 10 minutes then had to leave a number and never got a call back..awful service

Fantastic experience: Great service. Pleasant employees who seem happy to help you. Lots better than the registry.

Negative experience: I'm at 21 hrs waiting for a town with my truck on the side of the road. I originally waited 1.5 hrs at the truck. Then I was told in 19 minutes to my tow would be there. At 2 hrs. I was told 3 more hrs or I can leave the truck u attended. I guess this now puts me at the end of the line. And it's now been 21 hrs and no tow. At 23hrs. I ended up calling Rescue Towing. He was their in an hr. And I still had not heard from AAA.

Fantastic experience: A great place to renew your driver's license; the staff was so helpful.

Negative experience: Awful awful awful service. Our car needed a jump around 10pm at night, we are in a real secluded parking lot near a pond with absolutely no one around. We call triple A, they tell us someone will be there within 40 minutes. Cut to 11pm, an hour has passed. We call again and they tell us 20 minutes. We call again and then it’s been extended to 11:45pm. We call AGAIN around midnight and the guy on the phone eventually slips up and says that a driver hasn’t even been assigned to help us yet. He tries to tell us to just leave our car there over night, so we ask if triple A will cover any damages if our car is burglarized or stolen. He says no. So now we are still waiting here at 12:30am in the morning just praying that someone will get assigned to help us. Thank you for absolutely nothing Triple A West Springfield! Please do not waste your time or money getting a membership since we will certainly be cancelling ours! Update: Tito the driver did show up at 1:15am in the morning and he was very sweet and helped us. So kudos to Tito but literally nobody else and we will still be cancelling our annual membership!

Negative experience: Would’ve given zero stars if possible. Left me out in the hot sun forever never came.

Fantastic experience: I hope this is the correct AAA branch— I want to say thank you to Tran, who came to rescue me in a severe thunderstorm yesterday when I was broken down along 91S. I am disabled and couldn’t climb into the flat-bed tow truck so Tran came in a smaller truck. He was so helpful and professional in a very dangerous situation, narrow shoulder, tons of traffic, torrential rain, thunder, lightning— he was very patient when I was reluctant at first to leave the car, it seemed too dangerous for both tow drivers and me, but he got me into his truck and brought me to the garage in Greenfield. Thank you, Tran, and as always, AAA is the greatest help! Deborah

Negative experience: Tow truck never showed up. AAA left my 7-month pregnant fiancé alone in a parking lot stuck for 4 hours. She called at 4:30 PM to request a tow (we are AAA members) after her jeep gave her a power steering failure message. We were assured a driver would come before 7:45. She called at 7:30 to double check and we were told again someone would be there by 7:45. 7:50 comes and still no call, no truck, nothing. She calls back and says now they have no estimated time... They tell her she can continue to wait, and it should be soon but no guarantee. Being that I was out of town and she was 45 mins away from home she decided to wait another hour. Hour goes by and she calls again. The lady on the phone actually suggested she leave the keys in the car and the town truck driver will pick up the jeep at some point over night. Being that this is a terrible suggestion. We end up leaving the car anyway... Next morning, my fiancé gets a ride to work and drives by the parking lot and the jeep is still there.... She immediately calls and the lady on the phone tells her they never picked up the jeep because it was marked unattended.... AAA WERE THE ONES WHO TOLD HER TO LEAVE IT OVER NIGHT. This was such a nightmare... No point in having an AAA membership if the tow truck just never shows up. What a sad thing to do to someone.

Fantastic experience: 15 minutes after I called for a tow, Andre (from Rescue Towing, based in Hatfield), pulled up with the truck. Fast, competent, pleasant, spot-on professional service. Thanks so much! AAA has been great for many calls for assistance: jumpstarts, tows, battery replacement, and a few operator-error lockouts over the years. Consistently Great service here in the Valley from Pioneer Valley AAA. Keep up the good work!

Fantastic experience: AAA Showed Up just when we needed them! Embarrassing to run out of gas but the driver was great and definitely put me at ease and put some gas in my car so I could make it to the gas station! I will always remember to check the gas level Before I get in to go Anywhere again!! Thanks AAA! It’s a Great investment and peace of mind!

Fantastic experience: I’ve had AAA but never renewed my license there. It was so easy I was in and out in five minutes. I would recommend it to everyone especially have an AAA card in your pocket. Should you have a car problem?

Fantastic experience: Great service and nice atmosphere. Very helpful person attended us. Plenty of parking and wheelchair accessibility. Would recommend their services.

Fantastic experience: Great place for members to renew their license. In and out in 10 minutes.

Fantastic experience: Made appt. to renew my upgraded license. 4 people waiting. Comfortable chairs with distance between people. Place is clean. Staff is friendly. Done in under an hour.

Fantastic experience: Great service, very professional. Well worth the membership.

Fantastic experience: West Springfield AAA is the best..The lady who was helping me was very professional...would recommend AAA to my friends ...

Fantastic experience: Always there when needed most! Came back from Cancun and went to parking lot, car wouldn't start and AAA came to my rescue!!! Awesome job

Fantastic experience: Made the appointment on line to renew license to Real ID. Brought documentation needed and process was easy. Clerk was very nice and personable.

Fantastic experience: Great service. Went there to get a real ID license. All was handled in a timely manner.

Positive experience: I have used AAA on several occasions and they were polite and understanding quick responce stayed on phone to pin point direct location .yes I would recommend AAA TO EVERYONE

Fantastic experience: HAT • OFF 4 RICHARD ( AAA Road assistant!! He is what we calling in Hospitality " Moments of Truth" 1 am so glad to have AAA road assistance membership. I was broke down in Holyoke Massachusetts by route 5 north. I call AAA and couldn't give them the exactly directions where I was because the internet wasn't good in that area. I was waiting and this gentleman driver for AAA was going to provide a road service to another customer and he stopped to ask me if I was needing help. He told me he was going to help the other customers and after he was going to help me. He was so creative and knowledgeable about mini coopers vehicle that he started my car and make it runs to be able to bring the vehicle to my place safely. He saved AAA to use a Towing truck and he save me to take an Uber. He was caring, professional and caring. I was panicking and he said: Don't worry we are going to get you out of here not matter what. He also asked me if it was okay to cancel the towing truck of if I still need it. I believe he did 3 jobs at the same time! what a great guy. I was waiting like an hour in the dark for the first roadside service I requested. My phone died and not battery in my car. Thank God sent me this Angel! He got my car running and followed me to my place making sure I was okay! I suggest to AAA to bring this excellent customer experience to your company meetings and congratulate Richard. His customers service he provides make AAA a company of 5 diamonds Best quality service I didn't tip him, feel sorry but I didn’t have any cash but I want to do the review as a token for his anticipatory costumer service experience Richard provided. Again, thank you Richard!! and AAA ! Date of experience: 07/05/2023

Fantastic experience: Dead battery in the am...I contacted them online and within 30 minutes they were in my driveway and replaced the battery. We priced it out at a local Auto Zone and it was actually less expensive than doing it ourselves!

Negative experience: AAA is great if you can pick from a service in their phone menu. If you want to speak to someone should you have a question about something specific you are SOL. There is no way to reach a live person. You can hit zero and it only brings you back around to the menu. Make a selection from the menu and...you guessed it you get another menu. May as well get in your car and drive there. Problem is I live 35 minutes away hence the reason I wanted to speak to someone before I schlep down there. Very impersonal as I don't consider myself a "menu item"

Negative experience: I talked with a rep in West Springfield and told what I went thru while waiting for a tow on a entrance ramp to Interstate 91.Very dangerous place to be btw..for an hour!!! She sat and typed our whole conversation and then sent it off to "someone,somewhere" approx 1 month ago. Still no call, still no email. Nothin. How terrible is AAA? Pretty terrible. Sad they can't even reach out, especially in this day where I can type this. Now I will get a call I am sure. I will let ya'll know if I do.

Fantastic experience: Very helpful. Clean and friendly. Staff helped me get my realID and made it very easy. Much better than going to the RMV.

Fantastic experience: I had a flat tire. Made the call. They quickly responded and were able to tow the vehicle to the facility I wanted.very happy

Fantastic experience: The people here are great. We used there services many times and they are always able to help. When my wife travelled to Minnesota, they made her a trip guide with all the routes she can take and a clear path to the best route all in a nice bound booklet. When I was travelling by motorcycle to and from MN, they did the same thing. The real plus was all the maps for regions and states are free. They also helped with my passport, real ID, and photos all at the same time. It's well worth it to use AAA. I would recommend them for anyone looking to travel and more.

Fantastic experience: My driver was p900 Shawn f. And he was the best driver we dealt with he was very very fast and super friendly made sure everything was ok and was making jokes to lighten the mood and it really helped 10 out of 10 for sure he needs a raise

Negative experience: Driver didn't know how to drive manual, waited for the vehicle to get towed to location for extended period of time as a result.

Fantastic experience: I've been a AAA member for over 20 years. Highly recommend the service. Roadside assistance, towing, various discounts for being a AAA member, it's all good! I just went through the license renewal process, getting the new real ID. After navigating the various websites, Mass.gov is no fun, and scheduling difficulties, limited appointments to select from, the actual process @ the AAA office was a breeze. Checked in and was being processed within 5 minutes. The AAA associate was professional, courteous and processed my new license in less than 10 minutes.

Negative experience: I've always had good service at the West Side office. This is about roadside assistance. My car needed help at Bradley Airport. I called for assistance at 10 p.m., and was told that it would be a two-hour wait. OK, I can be patient. I waited over two hours, and after midnight, I called back. I was told by the dispatcher, "Sorry, we don't have enough people working right now." Why couldn't someone have called and told me that? I found an alternative on my own (making me think: why do I bother paying for AAA?), and called AAA at 1 a.m. to cancel the call for help. The next morning at 9 a.m., I got a text from AAA saying, "your driver is on the way." Again, I had to call them and say, "I don't need you." When it comes to renewal, I might come to the same conclusion.

Fantastic experience: Quick and easy, convenient and helpful, the receptionist was very helpful and reassured me the task would be ready for me that day.

Positive experience: Made an appointment for travel. Very friendly, helpful service.

Fantastic experience: Called, got the information I needed, was advised to walk-in and get things taken care of. Walked in, filled out a form, got my pictures taken, checked-out and paid in less than 30 minutes!!!!! Hannah as the payment processor has a great sense of humor and was superbly helpful. She double checked to make certain everything was done properly, and I was on my way out the door. I have not been at AAA in 20 years and this group of professionals makes a 100% positive impression and gets the job done right the first time. THANK YOU!

Fantastic experience: My driver was P-900 Roberto C. He was amazing! He was fast, thorough, and friendly. I couldn’t have asked for a better experience!

Fantastic experience: Everyone is so helpful, service is great. Lots of savings when you use AAA

Fantastic experience: It was fun and quick and the person I dealt with was nice and friendly good experience!! Five stare,

Fantastic experience: Got the map I needed quickly. No real wait. But if you want more than a quick map you will need to call and make a reservation.

Fantastic experience: Clean, friendly and professional. Patient when going over all over insurance options. Air pressure machine outside is always in accurate working order.

Fantastic experience: Great service! Jesse came out to my house, diagnosed the problem and fixed it! Not a regular AAA user but have been a member forever. When I called for service it didn't go well but then the service visit more than made up for it. He quickly got me running again. Jesse knew his stuff, professional, great attitue and turned a bad start into a quick resolution. I highly recommend the West Springfield AAA.

Fantastic experience: Excellent service! Thanks!

Fantastic experience: The driver was amazing and friendly. Definitely recommend his services. If I need future assistance would like to have same driver if available. Thank him so much for all his help.

Fantastic experience: 90-percent available services ...registry, passports,toll meters, travel services, store items, good customer service for me (at least), plenty of parking, insurances available, aaa open..ect..

Positive experience: I had the chicken wings with the dry rubbed for my appetizer and it was on point, cooked perfect and tasted...yummy. Then I had the Blues burger and fries, that was on point too. Then we went upstairs and played pool. Nice place to good for a good meal.

Fantastic experience: The women I dealt with were wonderful. Professional, personable and they followed the rules. Wasn't happy with the rules, but appreciate the fairness and consistency.

Negative experience: My initial call was very specific on what I needed and my location which the girl who picked up the phone and took my information got wrong and then the supervisor wanted me to leave my car in the middle of a parking garage until the next day because he didn't have a small towe truck so what services am I paying for if they can't help when I need it and then the driver that came to help he finally got my car out of the garage but would shut up about how he went above and beyond. I thought that's what he get paid for. And apparently someone one of Rhode island is the new owner of AAA I guess it's not the same service.

Negative experience: Not great on their pick up Couldve used more care when loading Different driver off loaded following day did a great job

Negative experience: I waited in my car 13 hours for a tow I called them every hour on the hour. Called their 800 number to complain said they would call me back nope they just blew me off good thing I didn't need medical attention 13 hours on side of road

Fantastic experience: Great service in and out in no time. I completed everything I needed.

Fantastic experience: The representative was wonderful. I was on a busy highway terrified and he changed the tire quickly and efficiently while making me feel safe. From the initial phone call to AAA to the completed tire change was maybe 30 minutes !!!!

Negative experience: The office hours are truly limited and inconvenient for anyone who works. Closed by 5 PM and not open on Saturdays anymore. How is anyone supposed to do business with them? Get real!