AAA - Penfield

Fantastic experience: Helpful staff and old school vibe. Get you international driving license here in ten minutes or compression socks in even less time.

Negative experience: 2/07/25 My husband had a flat tire on Jefferson Road in Pittsford. He called for service at 4pm and at 8:30pm the truck had not yet arrived. Pathetic service at best…..

Negative experience: Slow Service with lots of workers staring at their computers and ignoring customers. Glad I am not a member anymore !

Negative experience: Had such a bad experience with the AAA Penfield! My sister and I had 2 days in CA and they booked us so far from my family I would have been driving 6 hours ! I was told they would refund my one night hotel stay that I just didn’t get it was just to far so we crashed somewhere else but then after weeks they offered me either $25 off my next booking or a $75 AAA card Basically, they offered me nothing. I’m almost 60 years old and don’t need anything from Aaa store. It’s overpriced stuff and why would I want to have them book me somewhere else and take $25 off when they book me way wrong the first time I actually called the Better Business Bureau.

Positive experience: To many changes you can not get a trip tik here. You have to order them. I travel on a whim. I do not want to wait. I love paper maps. I can write notes on them.

Fantastic experience: Mark, Ricci Towing, responding to a AAA call for a dead battery, arrived quickly, was friendly, informative and efficient, and my car is back in service. Thank you, Mark!

Fantastic experience: Never a long line, staff are very nice, and helpful

Negative experience: I’ve been an AAA member since I started driving at age 16. I recently moved to the area and sent this location an email saying that I needed to move my membership and also inquiring about car insurance, since my current insurance is through AAA. That was over 3 weeks ago and I still haven’t heard back. I guess they have no use for my business anymore.

Fantastic experience: Super quick and easy service. Stopped in to get an International Driver Permit and everything was taken care of great! Staff were friendly and wonderful!

Negative experience: I wouldn't waste your money here for driving lessons. my driving instructor was awful. He would sit in the car and say nothing the entire time. No input, no advice, no teaching. If you asked a question, his answers were never helpful in aiding you to Learn anything. He at multiple points even taught me the WRONG things. Telling me that my hand poistioning on the wheel didnt matter, etc. Also had a road rage issue and even yelled a slur at a driver during one of our first lessons. Go somewhere else, especially if you or your kid has anxiety or is not confident driving. These driving lessons will not help you learn and made me a worse driver.

Fantastic experience: Always helpful. Good knowledgeable staff. We got International Drivers Permit.

Fantastic experience: Battery 101 class, great teacher

Fantastic experience: Outstanding service and excellent help for our travel plans. Amy is great, so helpful and knowledgeable!

Negative experience: I went in to book a trip with a friend. The person assisting us (Sonya W) could not be any less enthused with helping us. We gave a list of places that we did not want to travel to but did not have a specific destination. We named a couple places and after some typing on her keyboard, she replied there is nothing available with no other information. When another place was suggested we received the same response, “there’s nothing available”. In previous interactions with a “travel agent”, some recommendations or suggestions are made. Unfortunately this was not our experience so we walked out without any information. I would not recommend using them for your next booking which is unfortunate. Customer service was not a priority at this appointment.

Fantastic experience: Very helpful.

Fantastic experience: Great people and Great Services Provided

Positive experience: Very helpful and friendly. I would recommend this place.

Fantastic experience: Trip tik ready and very helpful for trip south.

Fantastic experience: Prompt service!

Fantastic experience: My favorite destination before going on a trip or wanting to explore local activities. Many discounts to parks, hotels, travel, and car rentals. Tell them what you want and they make or suggest all the arrangements! Oh, and the customer service is top-notch! Whether you need roadside assistance or travel ideas, AAA is a gift to yourself or your loved ones!

Negative experience: We recently turned to AAA Penfield to help us book a trip to Hawaii. This was a big trip for us and we thought it was best to turn to someone with more experience. The agent was not familiar with Hawaii, did not research places for us to book, and once we did book our trip and the commission was earned, she stopped responding to emails. We will not be using AAA again for our travel needs.

Fantastic experience: There are still advantages to working with an experienced travel agent. AAA member over 30 years.

Fantastic experience: Driving class was professional and complete. Instructor was well informed about subject being a former police officer. He took his time to explain the " why's". Thank you for the class

Fantastic experience: Had to obtain an International Driver's Permit...Quick and seamless 5 minute process.

Fantastic experience: Always helpful

Negative experience: They did a poor job with our vacation flights overseas - scheduled & paid for 6 months ahead - get to the airport find out they canceled our flight then 11 hour delays complete disaster for air travel that we probably should have done ourselves

Fantastic experience: The staff was very knowledgeable and courteous

Negative experience: Your staff in Penfield was wonderful but your trip tiks are getting less helpful every time I get one. They don't show the major cities, give travel or hotel info nor do they show enough map information to take alternate routes. The one I got today is absolutely useless, a definite waste of paper and ink as the route takes me 75 miles well out of my way to reach my final destination. The one I got 3 years ago . was 200% better. We come to get your help not have to try to plan things on the computer that not all of us have. was 100% better.

Positive experience: Dealt with them on the phone only. They helped arranging a yow truck and answered questions about my policy.

Fantastic experience: Great customer service. Passport photos quick. Also now you can order euros online and pick up at penfield

Fantastic experience: Easy to obtain an international driving permit

Fantastic experience: Customer service was wonderful at the front desk had a passport pictures taken . Quick and pictures were better then images I had done at the Greece office

Negative experience: Tried to contact my Agent to inquire about the high increases in both my auto and homeowners policies. His contact info on the renewal statement listed an office that closed a number of years ago and a phone number that is no longer in service. I called their nearest office. After many transfers, and being put on hold numerous times, I was never able to talk to my agent nor was anyone familiar with him. Although this person wrote my homeowners and auto policies they said he was only associated to one and no one was assigned to the other. Eventually, after a few transfers, someone was able to explained the policy increases to me. As for my agent, I was not able to acquire any contact info for him and told I would also need to visit an office to have the policy not assigned to an agent, assigned to one. While the people I talked were courteous, overall a horrible experience and much incentive to find a new Insurance agency!

Fantastic experience: Went to get my passport photo taken. Was in and out in about 10 minutes. Very helpful and friendly staff. Discount pricing if you're a member.

Negative experience: FYI, the hours on the AAA website are WRONG! They are not open till 7:30 on any evenings (however it appears the hours are correct on Google Maps). ALSO, I just submitted an edit to Google Maps to correct the displayed location of this address, which originally had it on the wrong side of the road. I get that's on Google, but someone from this location should have fixed that ages ago. Anyway ... the reason I went to this location was for passport photos ... which I was told they cant do anymore and I was sent to Walgreens. Sign. What a cluster just get something simple done. Maybe I'm being overly critical, but as a member, I count on AAA to be available when I need it most, and their own website says these services are available at certain hours ... but the hours are listed wrong and the available services are wrong too. These are simple things that really wrinkled my experience.

Fantastic experience: Very helpful people that work there at the auto club they are very pleasant and very polite and keep up the good work and I'll be seeing you

Fantastic experience: It was grade

Positive experience: Great, informative and honest.

Fantastic experience: Extremely friendly and efficient service! I was so impressed. They also sell many travel items, including suitcases. Nice to be able to actually lift each suitcase. Members get some discount. This place is a little gem!

Fantastic experience: Full service travel agency with all of your questions answered. Simple check in and rapid service.

Positive experience: 20 Sept 2022 AAA has always been where I go to get all my road trip needs. There is a great group of people working here. Everyone here are not only friendly but their more than willing to answer all you're questions about what you may need for traveling.

Negative experience: I have been a member for over 40 years and have booked trips to Europe through AAA in the past, and wanted to book a trip for my family to Peru. Unfortunately, policies have changed. It would have cost me $45 per person in my group just to talk to an international travel agent, OR I could upgrade my membership level. I will be relying on my millennials to set up the trip.

Fantastic experience: Nice place staff was very friendly..

Positive experience: Very clean and the people working there are friendly and try to help. There didn't seem to be a lot of options available as far as tours go, but since we're still coming out of the COVID pandemic I guess that's understandable. One tip: getting a TripTix is a major problem. They are not drawn up here; they notify Buffalo, someone there draws it up, then it is downloaded back to this office. Other than that, it's ok.

Fantastic experience: Fantastic atmosphere, lots of products to choose from the very knowledgeable salespeople. Tracy has been great to us so far!

Negative experience: When I attempted to call the Penfield office to inquire if they had a specific electrical charger converter, I was routed to Buffalo. It was like pulling teeth to get the operator to send a message to Penfield to ask that they check if they have the specific 2 charger I need, and call me back. I live a ways from the AAA office. I should be able to get information over the phone without making a trip there- I'm just trying to save on gas money and time!

Fantastic experience: The tech was kind courteous and prompt

Fantastic experience: Amy P. did a great job helping us plan our trip. Nice office.

Negative experience: As a mom I had provided triple a for my three children. I was disappointed when my son had gotten his truck stuck in the yard just to the side of our driveway. It was during the winter and we had alot of snow . The tow truck driver arrived and refused to help pull him out . He did however take the time for photos to back up his story of why he couldn't help. Luckily a kind neighbor helped pull my son out . I was paying for a service and not receiving help when needed. I cancelled triple a after that experience.

Negative experience: Five people "working" there, no customers and still horrible service + rude staff. Never again!

Positive experience: Responded to my need of assistance quickly.

Fantastic experience: Pleasant on the phone to answer my question. Sent promised information promptly.

Fantastic experience: Always helpful been a member for over 50 years they were always there when ever I needed them

Negative experience: No available rep. Have to make appointment ahead of time. Made my trip online.

Fantastic experience: Very welcome staff. Extremely efficient

Fantastic experience: Helped book airlines and hotels! Very helpful

Negative experience: After trying to plan a trip to Hawaii on our own, we realized we needed professional help so we turned to AAA. What we did not realize is they like to use Pleasant Holidays & book a package that really does not meet your needs. The only thing I can figure is they must earn a better commission when booked thru them. I know AAA has no control over airlines changing flight schedules but when I noticed a change was made resulting in a 5 hour layover coming from the west coast on a red eye resulting in traveling for over 24 hours you would hope for a better response after spending over $10k than a one sentence response of “there was a flight change”. Overall, a disappointing experience with AAA Travel.

Negative experience: The women who work there feel they are self-entitled to make judgements/opinions based on their false assumptions. Basically, AAA Penfield hires a bunch of unhappy women that are so unprofessional they cant contain themselves.No doubt they probably very inexpensive. Paper Trip Tiks are yesterday's news.. Most everyone has a smart phone that provides them w far more current information than AAA could. Plus, many people have navigation systems in their car. I have been a client for so many years and will never renew my membership w an obsolete business like AAA. My car insurance covers road-side assistance for over 1/2 the price. Check out what your car insurance offers.

Fantastic experience: Friendly people, made getting an international driving permit a joy even for a non-member!

Positive experience: Would be 5 stars but had to wear a mask.

Fantastic experience: Fantastic service. Waited 10 minutes and service was completed in 15 minutes. Definitely worth the membership.

Fantastic experience: Nice staff very helpful went in to get a map for Montana. She gave me some other brochures on glacier

Fantastic experience: Drivers are friendly, on time, and good at listening to instructions.

Negative experience: Incompetent. As soon as I signed up I started receiving a ton of advertising emails from them. I tried unsubscribing, that didn't work. I tried emailing customer service to take my email off the list, that didn't work. I told them to just cancel my service since they couldn't follow simple instructions. To this day I still get emails from them! If I can't trust them to do that one little thing for me, I can't trust them with the important issues.

Fantastic experience: Fast service . I asked for many tour books & maps & the young lady took very good care of us .

Fantastic experience: Quick did what Edward had to do to get me to my appointment on time. My hero. Thanks Ed u were amazing

Fantastic experience: Staff was helpful and very nice.

Negative experience: Wow, have been trying to report a claim and can't get anyone to answer the phone or call me back (left voice mail). Their automated phone system lists numbered options, then you press the number for that option and it says that option is not valid! LOL. Interestingly, they pick up right away if you select the option of "get insurance quote". I told the woman that answered that I needed to file a claim and that their automated phone system said that was not a valid option.. She has now transferred me to claims and I am just sitting here on hold forever. Looks like I need to switch insurance companies or at least switch to a different agent. Thinking I may call NYCM directly and let them know of my experience.

Negative experience: So having used you a while ( decade or so) ago for a Disney trip I thought I would use you again. I tried calling for 4 business days only to be put on hold for 10 minutes, then bounced to some generic operator who could not get me through either. Friday I decide to drop in and was told I would be taken care of shortly. 30 minutes later I asked if they could call another branch. I was then greeted by a lady making excuses of how she couldn't read what the secretary/receptionist wrote. While sitting there I saw at least 3 people that could have just come over and said hello my name is whatever I gotta finish something up but I will be right with you. I understand I walked in but am I different than someone who called ( oh wait I tried for 4 days) but to be totally ignored for 30 .I minutes ya I don't as a customer deserve that. My money goes elsewhere

Fantastic experience: Requested maps and trip tik one morning and it was delivered next afternoon. FAST

Fantastic experience: Great got what i needed

Fantastic experience: Very helpful! Friendly! Comfortable to work with!

Positive experience: Service is quick. Buy foreign currency here cause it is convenient and quick. Good also for trip info.

Fantastic experience: Helpful staff! The place to go for any service.

Negative experience: Very disappointed that an employee wasn’t wearing a mask putting other peoples lives in danger especially those of the ones that work there with her daily.

Fantastic experience: I took my driving lesseons few days back and it was a very good expperience. I was assigned with the instructor Richard. He was very helpful, encouraging & patient while teaching. I passed my test and got my license in first try itself. So, highly recommended. If you ever sign up for driving classes at AAA, ask for Richard Hyman-he is your guy! :)

Fantastic experience: Easy to get to in many ways. Recommend this place

Fantastic experience: AAA Penfield location features fantastic overall customer service! Employees are also knowledgeable of their products.

Positive experience: Very helpful and courteous

Fantastic experience: Helpful staff

Fantastic experience: Thank you so much. Chris was wonderful.

Fantastic experience: Very helpful. Hooked us up with round trip flight and car rental.

Fantastic experience: Need maps or a tow, AAA is the place to go. Been a member for over 13 years and have never regretted spending the money.

Fantastic experience: Very professional and helpful staff!

Fantastic experience: Very helpful and pleasant!

Positive experience: Good place for a map

Fantastic experience: Great ,every time

Negative experience: Buyer Beware!!!! I signed my minor son up for the Silver package driving lessons through AAA with the expectation that he would have his license at the end of the 5th lesson! Apparently there are two different options under the Silver package and they did not notate in their system which option under the Silver package that I chose. This is an extremely poor system that offers two different options under the same package and then not notate it in their system. So , instead of getting what I paid for which was for my son to have his license at the end of this experience....I instead got 5 regular lessons. I never even received a follow up from AAA to tell me how he did. My minor son was in college at MCC and the lessons were set up through him for scheduling purposes to work around his class schedule. I did not receive what I paid for!!! They said my minor son said to just give him the 5 regular lessons?? Really?? They made a deal with a minor?? This can’t be legal!! What an incredibly poor system that AAA has!! They said, “well, he got 5 lessons and that is also an option when you buy the Silver package!?” I am absolutely infuriated that AAA would let my minor son change what I signed him up for!! I now question the credibility of being a AAA member! I am sure they will always find a way to back out of what you paid for!! BUYER BEWARE!! This is nothing short of a SCAM!!

Fantastic experience: Awesome

Negative experience: Called the location to cancel an appointment and schedule one for today and spoke to Michael who advised me that on Saturdays there was only walk in. No appointments. When I got there an elderly woman had just helped a family and for whatever reason took time to take pictures of the family while I waited. She was in no rush. When she walked back to the counter her demeanor was one of me bothering her. When I explained to her that I had canceled an appointment and was there at their suggestion, she was telepathic asking if I was planning international travel. I am East Indian. So, she assumed I wanted to travel overseas. She said “ you are here for international travel?” I said yes. Actually, 6 of us wanted to vacation in London and Paris next year. Without me saying anything else this AAA customer service agent said “I don’t have any international agents for you. I asked why I wasn’t told that. She had no answer but wanted my name. I said what difference did that make. She said she wanted to cancel the appointment I had already canceled. I got the sense I was not wanted there. My family has had a AAA membership for over 15 years but it appears that racial prejudice is alive and well at the Penfield AAA.

Fantastic experience: Stopped in shortly after opening to have a Trip Tic created. Friendly staff, helpful agent who created by book. Even offered me a cup of coffee. Great experience, thank you

Fantastic experience: Great place to get information as long as your an auto club member

Fantastic experience: Good place to take your 5 hr course

Fantastic experience: Great and informative staff!!

Fantastic experience: They help with trip planning , road side assistance, and more.

Fantastic experience: Great club. Outstanding, helpful staff.

Fantastic experience: Needed a flight in a hurry. They were great at finding one that worked and at a decent price.

Negative experience: Terrible we got here at 8:45 and now its 9:44 am and we are still waiting for the instructor to teach defensive driving. The AAA workers here say they have nothing to do with it. Its being run so unprofessionally, an elderly person said he was here on tuesday and it was cancelled as well. I tried An online course and it kept freezing and when called to unlock they told me that if I call one more time I will lose my money and so I asked for my money back right there and then. Finally at 10:05 a wonderful instructor showed up. We heard that AAA did not inform him that there was a class. This instructor was amazing... and extremely knowledgeable

Fantastic experience: Very helpful for my trip.

Fantastic experience: Made reservations for the Bahamas and Alaska