AAA West Knoxville

Negative experience: Our daughter and her 3 year old and 8 month old broke down. My husband went to sit with the car while AAA got a tow truck because it was 9pm. My husband gave specific instructions for the tow truck driver to call when he got to the location because it was a high school parking lot so huge property with multiple parking lots. He waited from 9 pm until 11:30pm and no one ever showed up. He called AAA and they said the tow truck driver came and didn’t see a car only a bunch of school buses returning to the school so he left. Now did AAA not give the instructions to the driver to call once he got to the school so my husband could direct him to the location of the car or did the tow truck driver just not follow them…I don’t know the answer but I do know that we pay for premier membership to AAA and AAA never even contacted my husband to say there was an issue. If my husband had not called back to see why someone hadn’t showed up because it was beyond the arrival time he would’ve been setting there patiently waiting and no one would’ve ever showed up. He had already been waiting nearly 3 HOURS. When he called back to AAA and they told him what the driver said , they were going to reschedule a tow truck driver with an estimated time of 2 AM. Now some people may say this was the tow truck drivers fault but we don’t pay premier membership fees on 3 vehicles to a tow truck driver. We pay AAA and AAA never communicated to my husband that there was even a problem and that the tow driver had been canceled. That is not ok and keep in mind this would have been our daughter and her toddler and baby from 9pm until 2am stranded. The next morning because my husband finally gave up and went home, my husband called AAA to tell them what happened and he talked to multiple people all the while asking for a supervisor he came across someone named Ian (9:12 am) that was a supervisor who was absolutely the rudest most obnoxious CUSTOMER SERVICE person we’ve ever encountered. This experience was a complete nightmare.

Positive experience: Disappointed to learn AAA uses 3rd party (with booking fee) to assist members with airline booking. I have been a member for 31 years and had not read or been advised of this membership change. Staff just handed me a card with the contact information and said " we don't do that anymore".

Fantastic experience: The staff were very helpful and I was in and out quickly!

Fantastic experience: Cassandra was so helpful when getting our needed documents. She was knowledgeable and easy to work with.

Fantastic experience: Came to get the international drivers license. Was in and out quickly. Stopped on the way to get the passport photo but it could have been done at AAA for close to the same price total.

Fantastic experience: Great help by very friendly staff in getting directions,

Negative experience: There is always some excuse about "high volume" Demand, no matter what day it is and no matter what the weather is. I assume they need to hire more drivers. Whatever estimated time they give you, double it.

Fantastic experience: Very helpful with directions for route in Alabama.

Fantastic experience: It's a nice building and staff was very helpful. Convenient location for us.

Negative experience: Even though I’m a member they wouldn’t help me book travel. Told me to call a number and talk to a call center agent. Worthless. They said by telling me to call a number that is customer service.

Positive experience: I have been a AAA member for near 40 years. When I started, you received lifetime membership after paying 25 years of dues. Got to my 25th year and they had stopped the program. I go into them to ask questions to prepare for a trip I was taking and they were unable to answer any of my questions. They no longer make tour books. You can still get paper maps, for now. I guess if you are not willing to book an over priced trip or cruise they are not interested in doing business with you. Might want to start taking better care of those long term members, or they might just pull the plug.

Negative experience: Needed service. Promised one time. Continuously delayed. Did not arrive and finally canceled so I could go to bed. Called next day. Given arrival time. Called aaa 1 hour AFTER arrival time. Nobody had even been dispatched. Now waiting. It's 1:20 minutes past the recent arrival time. I have already spent almost 5 hours and I am still locked out. I don't mind waiting but don't make FALSE promises. I will most likely cancel my service due to this issue. I am not even certain that I will get it resolved and may still have to pay out of pocket to pay for something I paid AAA for service.

Fantastic experience: I always found it very easy doing business with AAA at this location. I never found a line and have been always very satisfied with their customer oriented support. I have used perks like tourbooks and passport pictures, but I never used their travel agency.

Fantastic experience: Wonderful staff and great help.

Fantastic experience: Super helpful with passport photos

Fantastic experience: Aaron at stooksbury towing did a exceptional job towing my truck . Great attitude, very professional and a great driver .

Fantastic experience: Great! The lady at the front desk was able to answer all of our questions before we even had to go in.

Fantastic experience: Absolutely amazing customer service.

Fantastic experience: Quentin was so quick to get to me, attentive, and nice! He was very knowledgeable and gave me lots of great information and tips!

Negative experience: I had appt, I called n called, no answer

Fantastic experience: Very good

Negative experience: Have been a member for over 8 years and have been very satisfied, but recent events have prompted me to reconsider membership. Waited an hour for a service call with zero communication before cancelling to attempt another day for a 2 mile tow. Waited 2.5 hours before being told after I called a second time that the service provider doesn’t serve Knoxville when I see them all the time in Knoxville. Cancelled service call again, did what I had to do to get the car towed to the shop and will look to cancel my membership because you cannot get a human on the phone from their automated service. Absolutely dismal and sad to know that years of loyalty towards a company doesn’t mean anything anymore!

Negative experience: AAA Travel agent took over $9,800 from our account without our knowledge nor consent for an electronic check which can’t be stopped. It appeared on our bank statement within 24 hours, but now, 7 days later, we’re being told no one can tell us when our account will be credited back the amount that was taken. AAA took what should have been a simple, routine, joyous matter and turned it into a miserable experience. To add insult to injury, Viking cruises said their “process” for crediting overcharged accounts is “proprietary” and they therefore “can’t speak” to the matter.

Fantastic experience: Quick, easy, & friendly

Fantastic experience: Great service from AAA and the technician. Fast, efficient and safe. Changed the flat. Very grateful.

Fantastic experience: Super helpful with getting our international drivers license.

Fantastic experience: More than should hang being from there when start here most little so many, Should be able schedule for when place

Fantastic experience: Employees were friendly and helpful. Got everything I needed.

Fantastic experience: Very helpful and friendly staff. I do wish that AAA would bring back more maps versus more info online.

Fantastic experience: Very efficient and courteous staff. Got the job done in 5 minutes.

Fantastic experience: AAA was most helpful in me renewing my passport. They do pictures and have the papers you need.

Negative experience: Have had AAA for YEARS and never had a problem. Called because I got stuck in the mud and ID was locked up in vehicle. Lady at AAA told me they couldn't help me because I couldn't give then my ID number....it was locked up in vehicle!!! They left me out in thunder and lightening storm! Will never, never use AAA again. Canceling my account!

Negative experience: Not sure what I even pay for. The last 4 times I've needed a tow, I have not gotten one. I put in the request and wait for hours for no one to ever show up. AAA Knoxville works with low quality companies and pays them very low rates for tows. So these companies accept the tow job and continue to push the AAA jobs to the bottom of the list in favor of their own cash tow calls. And AAA does nothing to address this. When my membership is finished this summer, I will no longer be a customer. If you need roadside assistance in Knoxville, consider using your insurance company's roadside assistance service instead of AAA.

Fantastic experience: Excellent customer service as always

Positive experience: I got some maps here (Knoxville and Tennessee). People were friendly. God parking. Hard to see from the street. (Entrance only visible from parking lot). The photos showing here are not what you see when you drive up. (AAA sign is pretty much hidden behind a tree).

Fantastic experience: Very friendly and helpful staff. Went in for international driver licenses and were done in minutes.

Negative experience: Not friendly

Fantastic experience: Excellent service. Great travel Books & Maps

Fantastic experience: Of course they are great, my Daughter works there

Fantastic experience: Needed a US map. AAA seemed to be the only place to till carry maps. Thank you guys!

Negative experience: They were amazing until our agent left and then it went down hill from there.

Fantastic experience: Had the maps I needed

Fantastic experience: Well kept and maintained facility. Met all ADA parking and accessible. Staff well maintained and very courteous. Vacations well planned with dependable service. Maps and tour books are always kept up to date. Guided routes are the best for speed and routes.

Fantastic experience: Friendly helpful staff!

Negative experience: I have been a customer for over 20 years. I have the Plus with RV package. The last time we called, the wait for assistance was so long we found a different resource, and AAA never followed up. Tonight, I had a call from my daughter, who had a flat tire driving home from the library on a rainy night. No problem, right? I told her to call AAA, and they would be there to fix the flat. She never gets to talk to a human but receives a text pushed to her phone directing her to their website to fill out a form. Then the site says she would have to have the car towed. I had her call the University of Tennessee Police Department, and they came out and changed her tire for her. Thank you, UTPD! Tomorrow, I’m headed to the West Knoxville AAA office, and I will hand them my worthless card. I’m sure they will be very sorry for my inconvenience. Not what they used to be.

Negative experience: Horrible, horrible, horrible! The agent that signed us up entered our drivers license numbers into their system incorrectly. Then when they found this error and couldn't find our info they cancelled our policy. Two months later on autopay we caught on. Two weeks later after many calls and emails we find out the agent was fired and her files slipping through the cracks. So in the end even though every representative said AAA was wrong and this was not our fault underwriting declined our reinstatement. Doing what's right is lost on this company. Worst experience ever.

Negative experience: I canceled my AAA service along with insurance after they never showed up after I needed help with my vehicle. Why pay for AAA when they say it will take 2 hours to come help. Waste of money. Find your insurance elsewhere as well horrible horrible.

Fantastic experience: Quick and helpful service go on I want it

Fantastic experience: Been with this company all my life never disappointed in any office in any state that I have visited wonderful staff very respectful and knowledgeable

Fantastic experience: Always great!

Negative experience: I was on hold for so long that I finally just hung up and contacted another travel agent.

Fantastic experience: They have great services.

Positive experience: Rooms cleaned daily, continental breakfast, yogurt, granola bar, individually wrapped pastry and choice of juice or water. Coffee was kept flowing during the early morning hours

Positive experience: Gave this a star simply because of low staffing on the travel side. 5 plus stars however to those working there. Clean open area, not cluttered. Receptionist nicely greets and directs you to what ever the needs are.

Negative experience: Been sitting on the side of the interstate for two and a half hours that's unacceptable when you setting in a dangerous area of the interstate the last time I used AAA it took 3 hours to get me towed home very unacceptable whoever is doing this needs to find another job

Fantastic experience: The agent was very nice and accomplished all of our goals

Fantastic experience: Beautiful office and prompt service.

Fantastic experience: Very helpful

Fantastic experience: Chase gave me outstanding customer service. I have nothing negative to say about my visit.

Fantastic experience: I had to renew my membership and dropped in since it is relatively close to my home. The folks there were very helpful and pleasant. I have been a member for over 50 years and they have helped me out so often during the years...from planning trips to locking myself outside of the car to tows. It is reassuring to know that I can always count on someone to be there. I hope to be able to take more advantage of their services once this covid pandemic is beaten back!

Fantastic experience: Didn’t visit facility, but customer service is, as always, excellent on the phone. Recommended Christian Brothers Automotive as we were having a hard time finding a reasonable oil change and repairs for our Mini Coop. They were very reasonable and did a fantastic job. Discount d/t membership in AAA.

Positive experience: AAA isn't what it use to be.

Negative experience: Never searched for Knoxville.

Fantastic experience: Janet Merritt was great to work with

Fantastic experience: Great friendly service.

Fantastic experience: Friendly customer service, very helpful

Fantastic experience: Closed but called and was helped right away

Fantastic experience: Great place!

Fantastic experience: Very friendly staff. I appreciated all the help.

Negative experience: Cannot get them to ever answer the phone. So frustrating.

Fantastic experience: Mallory at West office is so helpful and very calm with any issues!!

Fantastic experience: My daughter had a dead battery. AAA responded quickly, diagnosed the bad connection and had her on her way.

Fantastic experience: Very helpful staff, a must have service for anyone who owns a car.

Fantastic experience: We've been members here for years. Their agents have been invaluable in planning and booking our vacations.

Negative experience: Why do I keep renewing every time you call it is high volume and you spend at least 10 mins. On hold to only be placed back on hold or told it will be tomorrow before we can send service. What happened to AAA?

Fantastic experience: Love the beautiful professional lady at front desk that greets you as you walk in. And Cassandra was so helpful with my trip maps and such. I was so nervous about the trip I was driving alone. Both these ladies calm me down and helped me.

Positive experience: Good information

Fantastic experience: Friendly people. I only drop by for travel books, but even in a five minute buzz-through, a real impression is made. They'll stop what they're doing and see to you as if you really are the most important part of their day.

Fantastic experience: Nice place

Fantastic experience: Just saved 600.00 on car insurance.with better coverage

Positive experience: Good customer service!!!

Fantastic experience: I had a flat in the mall parking garage and they were there to fill my spare with air and change the tire in less than 30 minutes! Fast, professional and fabulous.

Fantastic experience: Wouldn't Drive without it...Great piece of mind!!!

Negative experience: Went for help planning a trip. Was given a travel book. I can get that info off the internet....I wanted them to help plan. Probably dropping my service. Auto assistance takes longer than going through my insurance company.

Positive experience: Aways friendly and helpful

Fantastic experience: The people were so helpful and friendly, everyone of them.

Fantastic experience: Fast friendly service

Fantastic experience: Good service with knowledgeable staff. Later hours at this location than the central office. Membership required and worth the piece of mind. I walked in and got answers before I even left the building.

Fantastic experience: Went by to get our passport photos. Great location, many benefits for members and friendly employees.

Fantastic experience: I would like to thank Jessica Sykes for the excellent service she gave me, in preparing my trip information for our up coming trip. Thank you very much. Jessica Sherry Botsford

Positive experience: Not a lot of info I needed

Negative experience: Slow service and long wait time.

Negative experience: The worst service!! We pay for the family premium and have never had to use it and I’m so glad. I called because I had a flat tire on a busy highway at 9:15 pm. The wrecker service finally showed up to help one hour and 15 minutes later. The AAA representative said if I wanted quicker service I could call the police. Save your money and use another assistance service!! They don’t deserve one star!

Positive experience: Passport pictures were taken here, but the Italian government did not accepted. We had a redo here and personnel was very kind about it.

Negative experience: Ok

Fantastic experience: Great folks here

Fantastic experience: Always on time, very helpful. Still like to pick up a Trip Tick. & A local maps.

Fantastic experience: Thanks AAA for always being there when I needed you!

Fantastic experience: Excellent travel services.

Fantastic experience: Lots of useful information and very helpful