AAA Pensacola

Negative experience: Just got a call regarding a complaint I am filing because I was lied to by a battery tech in NC that represents AAA who claimed that my battery had been too discharged (48%) to be honored under warranty by Advanced auto so I had to buy a battery. They representative that capped me times me that I shouldn’t bother filing the complaint because AAA isn’t going to do anything about it? He literally was bullying and condescending to me. This is AAA now? Someone representing your company on a roadside assistance call can lie about needing a service just to make money and a AAA customer figures out that they’ve been lied to and can’t file a complaint that’s going to remedy the loss of $305.00 that I never even had to spend because that technician who is representing AAA lied???!!!!!!! I’m not renewing my membership! I didn’t ask to me lied to! I can’t believe you have thieves you would rather keep happy than your customers.

Positive experience: Staff was nice but needs some USA geography training

Negative experience: Recently purchased AAA Premier Plan, a few weeks later needed to have my vehicle towed as it was not drivable. The woman I spoke with when I called was very rude and told me my vehicle did not qualify for the towing. Will be cancelling my membership and getting a refund. Very disappointed and dissatisfied. Have had AAA on and off for years and have never experienced anything like this before.

Fantastic experience: You have employee by the name of Andrew.. God bless him! I hope he is due for a raise or bonus because he has a heart of gold. He helped me out with my tire. It was a bit of a hassle, but he was determined to help and with a smile on his face. He was very kind and is much appreciated. Thank you!!

Fantastic experience: Great spot with great service! A rarity these days.

Fantastic experience: Really nice and extremely helpful folks.

Negative experience: They took my money for a subscription then hung up after explaining that they didn't cover the type of vehicle service I needed (a tow from one location to another).

Fantastic experience: Travis with Langert roadside Pensacola contacted me quickly via AAA and provided ETA. Arrived on time and got my car started immediately. Friendly and helpful.. Highly recommended!

Fantastic experience: Very helpful staff. They were quickly able to resolve my problem. I was also able to speak with a travel agent and make plans for an upcoming vacation!!

Negative experience: How do you guys expect to have any type of customers if you never answer the phone??? Not quite sure what my membership is paying for but not being able to get a hold of anybody is extremely frustrating. This is my third day in a row being on hold for over 30 minutes with no one answering the phone.

Negative experience: I have had a AAA membership for almost 20 years. I have used their roadside assistance maybe 5 times over those years. I have never had to wait over an hr. I recently had to put in a call for roadside assistance. I was 15 min outside of Pensacola and was told that my wait time would be 3 and a half hours ... or 210 min as the robo caller said. One part of their app said 9:27 and the other app said 10:27pm which I assume is jacked up between CST and est. I initially was coaxed by their site to going through the steps of submitting my request online since they claim "that's the fastest method" but the only tow locations were to their certified AAA shops, with no option to have my truck towed to my house. I had to call in and wait until I got a rep, then they finally submitted my request saying the technician would call me. About 30 min later I got a robo call that said it would be 3 and a half hrs (which is a fun time to spend in the middle of August on the side of the road with no AC), so I called back and spoke to a rep who apologized and said the driver was going to call me as soon as we were done with the call to let me know specifically if I'd have to wait that long or not...guess what, it was another robo call. So I called back in and waited again, the next rep said "the driver is saying he would be finishing his current job in 45 min and was about 45 min from my location." I asked if AAA only had a single driver and he said "no, I can call dispatch and see if we have a driver with sooner availability." So he claimed a new driver would be there sooner and would call me ....guess what? Another robo call and it said my expected wait time was now 180 min, keep in mind my first call was an hour prior. I will be canceling my membership and encouraging my family, especially my elderly family members to do the same. I gave it two stars, because several years ago they were a great company who was always quick to help, so the extra star is for the history. My family has always used them and have all been members for decades. This is no longer the case, sadly.

Fantastic experience: Great staff. I share a birthday with the kind man who assisted me. Bought my International Drivers License here, $20, with free, required, passport photos included for members. This document is a Spanish translation of your license, necessary to have on hand for renting and driving in Mexico. Although I was never asked to provide mine, reviewers of car rentals commented that their reservation was denied bc they had no Intl Drivers License.

Negative experience: I waited three hours after submitting an online request for roadside service (not a tow) and never even received an ETA of when help would arrive. I eventually did the job myself. Thankfully I was at work at the time so I wasn’t waiting in the heat. I understand that the volume of service requests may exceed the capacity of AAA but it would have been helpful to know that the expected wait time was well over three hours so that I could have made other arrangements.

Fantastic experience: Super helpful and friendly guys

Fantastic experience: I had a great experience getting international drivers permits here. Very friendly staff.

Negative experience: Left a voice-mail last night asking for a callback. Never got one!

Fantastic experience: Helpful

Fantastic experience: Got everything I needed for my car and motorcycle. They're awesome... Will recommend...

Negative experience: My friend and I came in to get our International Driver’s Permit. We had our own pictures and the filled out applications. Nate asked us if we had a membership and we said no. He said he gets paid to sell memberships and maybe someone else would help us out with completing the permits he had already started. It seemed playful the first time, but after the 5th time it was getting annoying. He said he had one lady who told him that she was having an anxiety attack and his response was “so what membership do you want to buy because that’s the only way you’re getting out of this.” I felt that was unprofessional, and even more so to share that with us. He said that he could get into his 45 minute speech, and I told him that I did not want to do a membership that it was not required. I asked him to please just fill out the paperwork. He said he is filling out the paperwork and that I’m gonna get mad at him for doing his job. I let him know that I’m not mad at you for doing your job, I’m mad that you keep complaining about us not getting a membership. My friend let him know that she was late for work, because we were there 25 minutes already with him even though we came in with the applications and photos completed. He handed her paperwork to Kyle to help her, and he had her finished within a minute. Kyle completed my paperwork after this in a minute as well. 0 stars for Nate, 5 stars for Kyle.

Fantastic experience: Helped me out and gave me a place to go get what I needed.

Fantastic experience: Walked in pretty friendly and got what needed with the membership.

Fantastic experience: Triple A saved me money by bundling my car insurance and homeowners insurance.

Negative experience: Re: Agent Beth Wald. May we please get a call back, e-mail or an explanation on why our home that we insured with Ms Beth Wald back in September 2023 is now suddenly uninsured? My parents received a refund check and the house has been WITHOUT insurance for a month. No communication of any sort. That is unsatisfactory and unprofessional. No one at the office is picking up their calls or returning their messages.

Negative experience: Still waiting on a tow truck because the first agent had my location incorrect…. Been here since 6:40 am stuck at exit 10 and I10…. It’s now 9:15 am ..Absolutely ridiculous! Truck arrived at 9:38 … driver was so pleasant but AAA really stinks…

Fantastic experience: Super Friendly Staff and easy locations to get in and out of

Fantastic experience: Helpful service

Negative experience: Holiday weekend So they must have left early for the holiday..I left a message they got back with me 3 days later..not good service

Fantastic experience: Got my International Drivers Permit and photos there. Good and fast service!

Fantastic experience: Very professional and customer friendly!!

Fantastic experience: Very professional and on time

Positive experience: Since they are using third party agencies to book, I was left stranded in Denver Airport without the rental car I had paid for. They was only one rental left in Denver area. After $1100 out of pocket I had a smaller car then I had reserved but better than nothing. Thanks to Enterprise. AAA is in the process of obtaining my refund from the third party. I will pursue until I have my refund. I am very disappointed they used a fraudulent booking agency.

Negative experience: Waited over 4 hours to get a tow in temps nearly 100. New text system to report a roadside issue is horrible way to get assistance

Negative experience: Never got a call back

Fantastic experience: The agents are always helpful and nice. They never seem bothered even if questions are crazy out there.

Negative experience: I waited for 4 hours for AAA to show up on a Tuesday morning. I called at 6am and the man showed at 10 am. I have been AAA for 15 years. I am rethinking my membership and looking for something better.

Negative experience: Awful service. Waste of time to even purchase. The tow service is a joke. My husband sat all damn day waiting for a tow truck with an ETA of 1hour each time he called. Another hour would be added. This is disappointing. What's the point when you can't get help. I will be contacting higher management.

Negative experience: I've been a member since the mid 70's and always ranked the organization five stars. Since changing the bank for AAA credit carfds I will be dropping my membership. AAA find a new bank

Fantastic experience: Exceptional service at AAA! Arrived late, but the kind lady at the counter went out of her way to help me with an international driver's permit. Grateful for her flexibility and efficiency. Check the place out if you need their services , they had a lot of people there at desks working I was surprised.

Fantastic experience: Waiting waiting finally helped thanks

Fantastic experience: Very efficient service and friendly staff.

Negative experience: We used AAA to book a group cruise. Throughout the process it was one fiasco after the next. Names spelled wrong, calling me 3 times in a row to get someone else’s date of birth, rooms booked incorrectly. It was a mess. We make the final payment and then get room assignments. DO NOT MAKE THIS MISTAKE! My husband and I are on the first deck - we’ve tried calling Carnival and AAA and because there’s nothing left higher it’ll be $900 to move up one floor through AAA or $600 through Carnival. If we cancel and rebook through Carnival we lose $300. When we called to work this out AAA acted like they couldn’t understand why we were so frustrated. Never again will I agree to book anything through AAA with a group - I’ll do myself a favor and book myself. I’d leave zero stars if I could. I can’t wait to relax and let the noise from the engine room lull me to sleep, RIDICULOUS!

Fantastic experience: I visited AAA while on a work related trip. Needed an international driver's permit. Did not bring my membership card. The lady at front desk search and search for it. (I am out of state). She was so patient. We finally got my number and the process for the permit was quick. Thank you for being super reps of AAA!

Fantastic experience: Staff was quick & professional. Did a great job!!

Positive experience: We called the office for help with a TripTik to Upstate New York. Samantha mailed it to us the next day. We then visited the office for more help. She gave us another choice. She was a big help, very patient.

Fantastic experience: I just got done getting my international driving permit from there. The lady who helped me was friendly and to the point with how the process works and what we needed to do for me to walk out with one in hand. Took about 15 minutes

Negative experience: No help at all

Fantastic experience: Loved the guy that came out. He was so nice. He entertained my 3 yr old son with the lights and he loved it. Give that guy an A for customer support

Positive experience: Friendly help from mike

Fantastic experience: Very unknowledgeable. Very rude but sincere about it. Great place to recover from alcoholism. Told me to call AAA. I was at AAA, so how stupid were they to tell me to call. Maybe AAA should be AA.

Negative experience: I'm not very satisfied with their service I get pulled over the police take my ID considering the police took my ID I almost lost my truck because y'all wouldn't come and get it because I didn't have my ID

Negative experience: I will give no stars to the Pensacola AAA. Reason, they are not open on Saturday for the members who work through the week.

Negative experience: Called twice to book cruise agent never got back to me

Negative experience: I've been a member of AAA since 1976. I have only had to use them a handful of times. However, I will not renew my membership with them when renewal comes up. My husband and I broke down on the interstate. I called needing a tow truck. They told me it would be a two hour wait. Okay. Two hours later, we called back. It may be longer. They didn't have an available tow truck. They suggested we call another tow company and they would refund us. I expect to get the service I paid for. The employees were very unsympathetic to our needs and acting like we were really bothering them when we called. Not to mention; it was extremely hot during that long wait time. I'm done!

Negative experience: We have been waiting over 2 hrs in the middle of high traffic , around highly intoxicated ppl with my fiance who is a cancer patient . It's now almost mn. The call was placed around 9 pm. Drunk people everywhere and my girl keeps throwing up as she needs rest . They have zero sense of ergency . Thank you for nothing

Negative experience: When I call , they don't return your call from this office... There are some that work there who are not willing to help you ... This has been my experience with this office on more than one occasion.

Fantastic experience: AAA was able to someone to see our car battery and got us a new car battery, upon review. And now,. The car runs even smoother. Thank You AAA

Negative experience: These people are terrible..how u use a tow company that cant tow till 8pm at night and then they dont even get the car...they tell u u gotta wait till 8pm again...total b.s...and you want monthly money for what I'm just paying somebody salary for free...I'm not getting nothing outta this....

Fantastic experience: International DL in 10 minutes. DMV needs to learn a thing or 2.

Negative experience: This place is a joke. I've been waiting now six hours for a towing company to pick my car up.... Wow unbelievable the response times... Don't they know it's a heat advisory outside. Should be ashamed to work here. Definitely do not recommend to anyone

Fantastic experience: Always there when I need anything related to my vehicle or travel plans Highly suggest this location for all of your maps , towing or discounts on local or state tourism

Fantastic experience: AAA agent very nice and went beyond to find tow truck to help us as we were stranded on I10. Kell Towing came within an hour and the guy was great! I am grateful for AAA.

Fantastic experience: Geneva was awesome in helping me get the best hotel price for an upcoming trip!

Negative experience: Terrible. I left msg and no one ever called back. 3 days ago

Positive experience: Very friendly staff

Negative experience: I highly HIGHLY reccomend using any other service. Also if having the gold plan and having roadside assets is making you choose this company the don't. They lie and tell you they will be there within a couple hours but the 20 minutes after the time they said they would be here I recalled and they told me they don't have an estimated time. 5 hours later they call and I missed the call and called back within 1minute I was on the phone with them and they canceled the service entirely. Worst roadside service I've ever had! Wish I could give service stars.

Fantastic experience: Super helpful

Fantastic experience: They answered my question and set up an appointment for me!

Negative experience: My daughter called for a tow last night because her radiator busted. We stayed on hold for 20 minutes waiting to be passed to someone who could help us with a tow. Finally got through and were told someone should be there within the hour. Hour goes by and on the app it says track your wrecker, nothing showed up. An hour later still no one, called back waited another 20 minutes on hold before we could speak to someone, then were told the driver was in route, I asked them to contact the driver so we would have an idea of when he would be there. Was told another 30 minutes, I asked what happens if he has not shown up, she advised us to call back. I said so we can wait another 20 minutes on hold, she just said call back. I asked to speak to a supervisor and she just put me on hold, so another 15 minutes of waiting and no one picks up. I have the Premier membership, which AAA says is the top plan. The tow truck showed up a little after 10 PM. Unacceptable!!! Glad I was able to go stay with my daughter while we waited, otherwise she would been alone for 3 hours waiting. I am cancelling my membership. Worst customer service I have seen in a long time. Don't recommend the roadside assistance package to anyone

Fantastic experience: I needed a jump and a guy named Tyree came out, he was very nice and professional.

Fantastic experience: Very helpful and friendly staff

Negative experience: I like AAA Because they are not for profit. However the service is not good for insurance. It took me more than a month to find out That I need an elevation certificate to even get a for flood insurance. Poor service, no response to releated emails. I am also losing confidence.

Fantastic experience: Saving the day as usual!

Negative experience: They are losing my confidence. Waited 3.5 hours for gas. Looking for a new deal with someone else.

Positive experience: Thanks.

Positive experience: Friendly enough...but when I have to sit 6 feet away from the person who is making my trip ticket...with both of us wearing masks...no...I'll go to another one.

Fantastic experience: Lots of things are changing in the office, but still the same great service

Fantastic experience: Both AAA rep and Ace Towing who picked up our daughters car after an accident (Sorry forgot flatbed drivers name) was very Polite, Professional and Courteous. I have been a AAA member since 16 (40 yrs now) and never had a bad experience.

Positive experience: Was only browsing

Fantastic experience: Very helpful and friendly.

Fantastic experience: Very courteous and professional

Positive experience: I discovered they act as agents for other insurance carriers. Their insurance though is astronomical. I could definitely not afford it. The agent I spoke with was very nice and helpful.

Fantastic experience: Just had something notarized. In and out in just a few minutes. Thank you.

Negative experience: The tow company you sent out to pick up my car, damaged the passenger rear by ripping metal, nothing has been done about this yet when are you going to have my car fixed?

Fantastic experience: Excellent service on my auto insurance! I would like to give Michael Allen a big kudos for providing exceptional and speedy assistance for all my insurance needs.

Fantastic experience: Very helpful

Negative experience: The driver himself was wonderful, one of the owners Mike, rude yelled at myself and my husband. Would never call them again !!! Very unprofessional, and I would not recommend this company!!!

Negative experience: I needed help and they were closed

Fantastic experience: Nice place with very helpful people

Positive experience: Service level was mediocre. One person was customer focused. The one waiting on us was borderline rude.

Fantastic experience: Great ladies, great customer service

Negative experience: Always puzzled. Sometimes the rates are very good, but good luck getting the same answer twice.

Negative experience: im not happy with my service. car needed towing. customer service said no they could not tow unless i was there with vehicle. "had to walk to walk to work so my son was with my vechical." they told me it would be 85.00 to add my son who does not drive. just to allow tow to pick up my vehicle.

Fantastic experience: Great food and happy hour!

Positive experience: Easy to access. Friendly, helpful staff.

Positive experience: Very helpful lady at the front desk. It was a very fast experience.

Positive experience: So so service, travel agent not as honest as she could be.

Fantastic experience: Debbie helped us get a trip tik. She was personable and very nice. She did a great job.

Fantastic experience: I'm very grateful to have AAA. Although I didn't visit them here in FL...i do need to go in CA and get some maps

Fantastic experience: Called in and got the excellent service expected from AAA

Fantastic experience: Friendly and helpful, appreciate the timely service.