AAA Louisville Insurance and Member Services

Fantastic experience: IDENTOGO inside (Upstairs) and HALEY CRAWFORD is amazing at getting fingerprints done in a smiling and efficient manner. Even taught me all about fingerprints themselves and more. Go to this location for your fingerprint or TSA precheck needs!

Negative experience: If I could give the Hurstbourne Lane office a zero, I would. Below are issues we had booking an Alaska trip. I sent the office a certified letter return receipt and it was delivered on 10/7. I have not heard from them. I have now escalated my complaint to the regional office and hope I can get my complaint resolved. The first issue is that we had a 3:00 appointment on 12/1/23 to book our September 2024 Alaska trip. We had to wait an hour for our appointment. When making an appointment, the expectation is that the wait will be no longer than 15 minutes. During the appointment I gave the agent both my drivers license and my passport card. At 5:00 we were told that the office was closing and we would have to return tomorrow to complete the booking of our trip. There is no reason why the booking could not be completed in 1 hour. When I got home, I realized that my last name on the booking was incorrect. It was the same last name as my travel companion. I consider this a critical error. We went back the next day to complete the booking. Again, I gave the agent my drivers license and my passport card. She completed the booking and reserved our flight to Vancouver Canada. At no point were we informed that there would be an issue flying into Canada with only a passport card. Had I been told, I would have renewed my card for a book before booking the flight. I did speak to the manager several days later and told her about the issue with my last name. She asked if she could call back later to make sure everything was ok but I never heard back from her. It is the responsibility of the travel agent to notify the traveler of any travel restrictions. This definitely includes requiring a passport book to fly into Canada. When we arrived at the airport on 9/6/24, I was informed by American Airlines that I would not be able to board the plane to Vancouver with a passport card. This is another critical error on the part of the agent. I contacted Princess and was told they could not help me since I was changing the flight due to improper documentation. American Airlines did not have an available flight close to Canada. I had to call United Airlines and was able to book two tickets. First from Louisville to Denver, then Denver to Portland Oregon. Upon reaching Portland, we had to rent a car to Seattle Washington then take a bus to Vancouver. Finally, we had to take a cab from the bus stop to the hotel. 24 hours later, we finally made it to the hotel. We were tired, hungry, very stressed and disappointed that we were not able to tour Vancouver as we originally planned. The whole fiasco cost us an additional $1,685.12. The level of incompetency at this office is incredible. Needless to say, I will get a passport book before traveling in the future. I also will never book a trip through this office again.

Negative experience: Poor service couldn’t find where to make my appointment at little did I know it wasn’t even on their website so I had gone in to make an appointment or just ask where to find it a lady had stoped me in line and just said if I didn’t have an appointment to leave and look online. She didn’t even let me get a word out or offer any help just sent me right back out the door she was just such amazing help for the whole minute I was in there. Should’ve just stayed home.

Negative experience: Terrible customer service. Only one person working travel. I’ve been waiting over 30mins for an international driver’s license. No one else to help. The manager told me to go to another location!!!

Fantastic experience: Have always had excellent service from everyone, especially travel agents.

Fantastic experience: Professionalism was impeccable. Thank you.

Fantastic experience: My car battery was dead and Brian Powers with AAA came with his jump box and got me going in about 2 mins. Thanks Brian and Rescue Rangers (AAA).

Negative experience: If I could leave a 0 star review I would. Because Louisville would not help me in person, did not file a case back in May even though they said they would, and will not return any voicemails or emails from me, or Ashley (another AAA representative), my wife and I were not able to use one of our cars for four months. They damaged it when they towed it and it became unsafe to drive. That happened in May, it is now the middle of August and my case got resolved LAST WEEK. This was the most ridiculous, unprofessional, and subpar customer service I have ever received. Which is saying a lot because I have still not received anything from them. My case had to go to the national level because Louisville refused to do their job. The Better Business Bureau should look into Louisville because of how awful they are at doing their job. Thanks a lot!

Negative experience: Wish, I had read the reviews first!!! This location is a joke!! AAA I agree with most other reviews is a shame!! If you’re considering AAA, DON’T!!

Negative experience: Went there to purchase Travel insurance, apparently that’s not lucrative enough for the agents. I was there nearly an hour and watched 3 people who came in after me get service because they were booking a vacation. I’ve been with AAA nearly 40 years and this is the second time I’ve been treated like that. Love the auto service but the Travel service sucks.

Fantastic experience: Awesome people's

Negative experience: Our customer service agent seemed annoyed by our inquiries about arrival time of tow truck. We waited about 4 hours. She also lied to us about a child locked in a hot car that placed us lower on list. Tow truck driver said this did not happen. Not cool to lie about such a sad and serious issue.

Negative experience: Been waiting for over 3 hours and have yet to even receive an ETA. Have called back several times and get a different explanation each time, nobody has called me back to update on the situation. Was asked if I had alternate plans and was told that I could call a different tow company and be reimbursed. Questioning the value of my membership.

Negative experience: Just like many other KY businesses they're very thorough at collecting your money but fail at everything else. I tried their virtual sign in feature (more jobs eliminated) but not much else happened. When I did call to see what was going on I was put through to the Missouri office. When they transferred me to the right place in KY they said I'm #1 on the list. It was a Sunday and 2.5 hours later I moved the car by other means. Later that evening just before 8:00 the Pittsburgh office called to say a tow truck would be there about midnight. I told the guy forget about it and I'm cancelling my 21 year membership the next day. The Covid excuses will only work for so long.

Fantastic experience: Love AAA Great service!!

Negative experience: I canceled my policy months ago. They still have not refunded my home insurance. My mortgage shows they cashed the escrow check, they say they never received it. I also canceled my auto insurance and they continued to bill. Calling in they said the rep that helped me should of had me sign a cancellation for my auto. This never happened. I called again last week and was told the issue was too complex and they couldn’t help me. Suggested I go in and speak to someone in billing.

Fantastic experience: He took care of what I needed and did so with great customer service skills. Good job AAA

Fantastic experience: Even though I have Google I always go for a trip kit. They're eager to let me know where the road construction is and where I might find speed traps

Negative experience: I placed a service call at 7:30 a.m. on a Sunday morning. Was promised two different times of arrival that never arrived. Ask to speak to supervisor on four different occasions. Each time I was told that a supervisor would call me back. On the 4th call I told the service representative that I do not want to be called back however I wanted to hold the line and wait for the supervisor. I repeated myself multiple times and was told by the service representative that they could not place me on hold and hold the line that they had to call me back. I'm waiting now twenty minutes since that call is ended and still no. This has been going on for 6 hours now. My wife has been stranded without transportation. We have been members of AAA for almost 25 years and have never been treated so poorly. We've been lied to and mistreated and at the end of his membership year will not renew. I have recommended AAA my entire adult life and will no longer do so. They are a complete joke.

Negative experience: This whole company is a sham. They have no business even being in business. Their roadside assistance has qbsolutely gone so far downhill that it isn't worth having them qnd heaven forbid if you break down outside of your home branch as the other brqnches do NOT want to service you. Their wait times have gone from slow to downright ridixulous. Waiting hours for a jump. ...and it's not covid relqted either. Plus they scam you on homeowners and vehicle insurance. The recent change between underwriting agencies was hands down one of the worst managed transitions ever seen and they can't get their paperwork and billing right if their life depended on it. Never use these people for anything!!

Fantastic experience: Needed a triptik for a trip across country. Diana was extremely professional, helpful, patient and friendly. Answered all my questions and helped with a car. Recommend AAA.

Positive experience: Out of maps for two of the states we're going to. Triptiks aren't as detailed as they used to be. Guess it's time to stop this membership. Can get everything they gave me online without having to drive to the location to pick it up.

Negative experience: Called 2 hours ahead to schedule a tow at 5, an hour and a half of waiting and still no ETA at 630. Gave up. Going to get roadside through my insurance company.

Fantastic experience: Always get the best advice and service with this office.

Positive experience: They were good and the lady was great.

Negative experience: No one answers the phone and questions.

Fantastic experience: Went in for a passport photo. I was greeted promptly. Nice employees. Nice office. In and out quickly. Would definitely recommend.

Fantastic experience: Stopped by to get maps for vacation trip. Was also offered magazine book on area. Prompt service.

Fantastic experience: The woman there was very helpful!

Negative experience: Never EVER trust AAA again! I needed my car towed for a minor problem and I have been a member of AAA for many years (and have never needed them before), so, of course, I gave them a call. The tow company they sent chose to tow my car by the front wheels only. The driver assured me he had "set the switches" correctly, so it could be done that way. I figured he was a professional and knew more than I did. That tow destroyed the rear differential on my 30,000 mile SUV and caused thousands of dollars of damage. After my initial report, AAA has refused to take my calls or admit to any responsibility. They won't even tell me who the contract tow company was. I thought they were a reputable company. I was wrong.

Negative experience: They are very unprofessional. I filed a complaint against a tow truck company and tried to get mediation assistance from AAA and it was a horrible experience. They lacked adequate knowledge and skills required to assist me and totally were not on my side even though I pay a lot of money for my premium membership.

Fantastic experience: Brian Bohannon and Tom D. assisted me with travel planning. Both men gave excellent service!

Negative experience: I broke down approx. 45 minutes from home, I called aaa and told them that I need a tow but also that the problem could be a bad battery. They told me they could test the battery and sell me a new one and replace it . So they end up sending a van to test my battery and found out it was a bad alternator. So I did indeed need a tow. All this happened around 930pm or 10pm. They sent a tow truck that arrived at 1am . I got home at 2am. They should have told me they couldn't send a battery with a tow truck. I end up waiting about 3 hours to get the tow and 4 hours until I got home. They need better communication

Positive experience: Get your address corrected.. still showing the location off route 18

Fantastic experience: Helpful, friendly folks

Fantastic experience: Always very helpful and very friendly

Fantastic experience: Went for notarize ,they were friendly and knowledgeable

Negative experience: As a long term Premium member of AAA, I relied on the hours posted on their website before crossing town to pick up some last minute items for trip. They have changed their Saturday hours to a closing time of 1:00 p.m. I wasted 45 minutes plus because I relied on the accuracy of the hours posted on their website which stated a closing time of 3:00 p.m.. Note to AAA - Some people read your website hours!

Fantastic experience: Very helpful

Fantastic experience: Tow driver was quick to arrive very friendly and determined the problem right away. He explained how I caused the problem, but without judgment! Thanks for your excellent service . Janice

Fantastic experience: Good visit they took care me.

Fantastic experience: Nice hostess

Fantastic experience: If you call during a reasonable hour they can be out to fix your car in 10 minutes that's awesome..

Fantastic experience: Did a great job

Fantastic experience: Very pleased. Assistance arrived in about 30 minutes. I was back on the road 10 minutes after they arrived.

Fantastic experience: Very helpful

Positive experience: Easy to use. Requested info on quote and was contacted by two agents a day later.

Negative experience: The measure of a human is how they respond in crisis and and when things don't go as planned...this is also true of a business. The AAA Carolinas travel agent assisting us was great and very responsive, until the COVID-19 pandemic. We used this agency to plan a trip to UAE last year and paid in full back in November. Even though I purchased travel insurance, I am still waiting for a $1,500 flight refund two months AFTER being forced to cancel my trip due to travel restrictions issued by the US government. It's ridiculous. AAA is a nationally recognized brand so I was unprepared to be given the run around and excuse after excuse as to why I have not yer received a refund. A word to the wise, do not use AAA for travel plans. If things go wrong, you will be left holding the bag.

Fantastic experience: I've had AAA for 4 years now, and I've used their services in Florida and in Kentucky. From locking my keys in the car, to towing me 200 miles for FREE, I've used them 50+ times. All for less than like $75 a year. Super fast service, and they're respectful.

Fantastic experience: Informative, knowledgeable, good coverage.

Positive experience: Very helpful with a smile

Negative experience: I would choose any insurance company over them. Don't fall for their intro rate. They'll double it on renewal. Horrible customer service.

Fantastic experience: Excellent quick service.

Fantastic experience: They are always helpful and help me find the best deal!

Fantastic experience: Great service

Fantastic experience: Great service!! AAA always comes through in a pinch.... thank you

Negative experience: AAA is not what it used to be....

Negative experience: Left on the side of the highway for hours what a waste of money. They lie to you on the side of a major highway saying someone is coming and no one does!

Fantastic experience: Nice location on Hurstbourne Lane. Stopped in to get maps and triptik. Very helpful, knowledgeable staff@

Fantastic experience: This AAA is Always helpful. The employees there are so kind.

Fantastic experience: Very helpful for a lot of years

Fantastic experience: Great service!

Fantastic experience: WOW- I had all but written triple a off as a dinosaur. Going on a last minute trip and stopped in and TOM helped plan out a road trip for. Complete with maps, pointers and tidbits. Nothing like it on Google or trip advisor.

Negative experience: This place is a rip off all they want is your $$$

Negative experience: i had problem with employee, manager didnot call me back

Negative experience: Not a pleasant experience. Just went to get something notorized. The notary was not a friendly person. Will not return

Fantastic experience: Jeff was awesome! And knew how to answer all our questions.

Negative experience: Grumpy customer service, not helpful at all.

Fantastic experience: Very nice and was a big help and getting setup with new insurance

Fantastic experience: 직원분 친절하고 빠른 업무로 국제운전면허증 받았습니다

Fantastic experience: Went in to get our Intl. Drivers License and the people here so helpful! They even took the photos that we needed. When we make our trip abroad AAA will be with us!

Fantastic experience: Always helpful; excellent service.

Fantastic experience: Wonderful bunch of folks

Positive experience: AAA East Central offers many services for members, including discounts for various travel needs and merchandise and have convenient operating hours.

Fantastic experience: Got a trip ticket.The lady that helped me was so very nice. Gave me books that were for all the areas I was traveling to. A very calm experience.

Fantastic experience: Excellent service, bright people

Fantastic experience: Really helpful

Fantastic experience: I'm impressed with the level of service I received. When I called a pre-recorded message said it would use the cell phone tower to find my location, then the call went to an operator. That took about a minute. My conversation with the operator lasted about 10 minutes. Within a few minutes of hanging up I got a text confirming that my info had been passed on to a local dispatcher. About an hour later I got a text letting me know the tow truck was heading my way. The text included a link to a map that showed the location of the truck. I watched it getting closer. Slick! When the truck arrived there was nothing to sign and no charge. Just showed them my ID and AAA card. I'm grateful for this service because I didn't have to make multiple calls trying to find a tow and I didn't have to worry about being gouged. Having a breakdown is stressful enough and who needs more stress? Obviously some of the local tow truck contractors are better than others but AAA has a really nice user interface in place. As I said at the start, I'm impressed.

Fantastic experience: Thank you so much for booking me and a friend in the Holiday Inn Hotel at Clearwater Beach. It is super clean and staff was extra helpful and nice. Restaurant had delicious food. Close to many other restaurants and things to do with cabs, buses, trolleys and shuttle service. Thanks AAA.

Negative experience: We received terrible customer service through our travel agent, Debbie Brady. First, we missed our first opportunity for a discounted rate because she said I called her once the promotion was already over. I talked to her on a Friday and called her back on Monday. Not once did she say, you have to call me back today to confirm or I would have put down a deposit right away. Then, she booked us on the wrong cruise, leaving out of the wrong city. My dad actually noticed this and we were able to change it. Thank goodness!!! Then she gave us a receipt with the wrong information. It said we had onboard credit of $300 and gratuities included. When I looked online for our cruise and noticed gratuities were not paid for, I asked her about it and she said we received a $350 onboard credit, no gratuities included and dinner upgrade for 2 nights. She said she made a mistake on our receipt. I consider this to be a legal document. She also never sent any documents to my mother in law, despite her repeated attempts to confirm her mailing address, etc. When I told her I was unhappy with the service, she said sorry but you still got 2 free things. I was not at all convinced that she was sincere about her apology. She was not friendly or detail oriented. I would not use AAA again for travel.

Negative experience: I have been a AAA customer for over a decade and usually have been pleased with their roadside service. However, my last three events did not go well, in part because of lack of communication on their part. When calling the national number, all went well and I was told that a truck would be dispatched . The first time was on a Saturday night, so I wasn't that surprised with the truck didn't arrive within the estimated time, but then it was taking an extra two hours so I got a ride and cancelled the call until the next morning. The driver arrived promptly on Sunday morning to jump my battery, but came with a tiny booster not unlike I already carry, which didn't do the job. In the past, they had more powerful boosters on them. For this last call, my car overheated on the way to the mechanic. I was told a truck would arrive within 45 minutes. Usually, the AAA sends a text with updates about truck ETA. After hearing nothing for an hour, I called back and was told that the first truck was out of area so another truck was being called. I waited another 20 minutes with no text update, so called and was told that the local dispatch would call or text with an ETA. Nothing. Now that I had spent about 2 hours, the car had cooled off so I took a chance with driving it 3 miles and then cancelled the AAA call once the car was with the mechanic. The woman at the national number was very apologetic and advised me to contact the local AAA office to complain, which I will do when I call them tomorrow.

Negative experience: If I could give AAA a negative rating, I would. Twice, I have had to use their service over the course of several years I have had membership and the first time the assistance came but at no where near the estimated wait time. This 2nd time I sat from 7:50am until 11:30 and had to finally make different arrangements. I was told someone would be here by 9:30, and by 9:45 no one showed, then I was told someone would be here 30 minutes from 9:50am, and by 10:38am, no one was here. I was then told it was put to Express. By 11:30, NO ONE SHOWED UP! I had to make my own arrangements. This is nothing less than ATROCIOUS service! Nonexistant!! After 15+ years of being a AAA customer, I am FINISHED with this do nothing organization!!!

Fantastic experience: I was able to purchase a membership over the phone and the gentleman that I spoke with while making my purchase was extremely helpful. I went into the Fern Valley location to pick up the membership card and the ladies at the information desks were also kind and friendly. I appreciated their help.

Positive experience: I had several questions about my account because I give memberships to some relatives and they answered my questions.

Positive experience: When joining free gifts are useless but service is ok

Negative experience: For the first time in my 20 years of membership, I was unable to get through to AAA for roadside assistance after 4 calls over a 2-day period. On one call, I was on the line for 42 minutes without any response. Fortunately, it was not a dire emergency. If it had been, I would have been stranded on the highway with no help from AAA. This is disastrous service: I've paid for an unreliable service!

Negative experience: I have been on hold for 54 minutes on the EMERGENCY line, there is no excuse. Now it's been 2 hours, I am disgusted

Negative experience: This location has awful customer service. A staff member told me she had a job to do, and to leave her desk. After they realized I wasn't interested in a $50 membership (for which they can't directly calculate savings) they became rude and argumentative. Stay far away from this business. They are beyond rude.

Fantastic experience: Friendly. Thorough.

Negative experience: Has left me stranded the last two times I've tried using them. Yesterday my wife sat for four hours and they never sent a truck. In the middle of a city. For a two mile tow. I called to talk with a supervisor and told them what happened and that I needed them to schedule a tow for the next day and the supervisor flat-out refused. Her exact words: "Yeah we're not going to be able to do that". We're cancelling our car and homeowners policy as a result.

Positive experience: They have made some changes to this location not sure about roadside assistance but Jymyle helped us with travel plans he was very helpful and knowledgeable pointing out things that had never been explained before on the maps and trip tics I believe we will benefit from the information he pointed out to us Thanks guys

Negative experience: Have spent a week trying to get a map, put on hold and no one ever gets back to you, told that they can not take an order over the phone with out a weeks notice to be picked up, but if you come in they will do it on the spot. Now how does that make any sense at all. Customer service needs improvement for sure at this location.

Fantastic experience: I'm planning a trip for next year and stopped by to see about some information, after a short wait I spoke with someone and he gave me a lot of information on places to go and see, very helpful in answering my questions. The service was outstanding and very helpful. I'm glad that I'm a AAA member.

Negative experience: EVERY time I needed help. Lost keys, two wheels stuck in the mud, flat tire, tow on a hot day they were NOT there to help!!!!!!! It was always some BS reason and they phone bank couldn't care less. I hate this company with a passion. They SUCK!!!!

Positive experience: These people did help me with what I needed BUT you can tell everyone is pretty unhappy with their lives and jobs and they just weren't very nice at all, quite the opposite actually. Becky is good. She's quite sarcastic but I liked that and enjoyed her and she was nice.

Negative experience: They said they would be here in max of 4 hours and it had been 5 1/2 sitting in the cold

Positive experience: Pleasant staff, but we had to wait more than half an hour for the service we required (notary).

Fantastic experience: Very helpful

Fantastic experience: Had flat tire, called aaa , told it would be some time but help arrived within 5 minutes. Thank you for the help. Greatly appreciated.

Negative experience: Called today at 6:45 pm. Would arrive at 8:00 they said. Three calls and 3+ hours later still not here!! Normally I would rate them 5 stars. Not tonite!