AAA Tri-Cities Regional

Positive experience: We had our first appointment with Tia Sam Biles in the fall of 2024 to begin planning a trip to Hawaii. We were told at the first appointment that it might take some time to get return emails or call backs and to be patient. The first email took 9 days to get an answer. This was the pattern throughout our planning. I was nervous because it was the farthest we'd ever traveled from home. I had lots of questions. In addition, our agent had health issues and was out of the office a lot. Very difficult to communicate with. As we neared the last month before travel, we still had no final paperwork and no luau scheduled as requested. We had to schedule our own luau. We had very little information provided to us. We got our final paperwork 5 days before we were leaving. I made calls to our hotel to confirm that we would have a place to stay. I was told by the hotel employees that our tower had ongoing renovations. We were told that we would need to stay below the 15th floor to avoid the noise. When we arrived, we were told that the 9th floor was as high as we could stay or we could pay $500 extra for one of the renovated rooms. Our agent was angry that I had even called the hotel, but we would not have known about the renovations if I had not called. I had left emails and phone calls trying to reach her. She called me at work and raised her voice at me for leaving multiple messages. At one point, I was told that she couldn't help it if there were 2 travel agents doing the work of their usual 6 travel agents. We asked about our luggage transfer which was included in our package and were told we would be picked up and our luggage would be handled for us. We were picked up by a run down rickety van and dumped off at a bus stop at the opposite end of our resort village. We pushed our luggage and carried backpacks on rough cobblestone for 30 minutes to reach the lobby of our hotel after traveling for 14 hours. I have disabilities with my back and knees which our travel agent was told about. The only reason I'm giving 3 stars is because our plane tickets and hotel reservations were made as they should have been. After having used Baker Travel for years who were fabulous and treated you like they were happy to help you have a great trip, AAA was a huge letdown. Definitely, a no frills, bare minimum travel service. Our agent, Tia acted as though we were a huge burden and not as though she would want us to be returning customers. After returning home, I emailed her and that was 7 days ago as of today and I have not received a response. We managed to have a great time in Hawaii in spite of the stressful pre-planning and the lack of information we had to deal with upon arrival. Once we made it to the hotel, we were told that arrangements for bell hop services could have been made for luggage transfer which we used for our departure. For some strange reason, we were picked up for our departure in a nice bus. If you are a world traveler and don't need much guidance or information, AAA may work for you. It was not for us.

Fantastic experience: Went in to receive my international drivers license. Service was quick and efficient, staff was very helpful!

Negative experience: I’ve been a member since 1979, and never had a problem until two years ago. As a Premier Member, I was allowed three free tows per year up to 100, and up to 200 miles one time a year, for all my vehicles, including my Rv and recreational vehicles. I needed my Rv towed 13 miles away to get the transmission fixed. AAA said they had changed their policy and now would only pay the first $500 of a tow. That cost me $350 to get towed 13 miles. I dropped my coverage to a Plus membership, since they obviously didn’t cover recreational vehicles anymore. Then I accidentally locked my keys in my car at a Lowe’s parking lot and called for assistance. They said someone would be right there to open my door. In the meantime, an hour later, Lowe’s closed, it started to rain, and then a tornado watch went into effect. I called to get an updated arrival time, and was told no one was coming to help because they weren’t going to jeopardize anyone’s life just to unlock my car door! Now I have received an email saying I need to update my credit card information. I’ve spent an hour trying to contact a person to talk to. Their automated system keeps hanging up on me, and when I finally got someone to answer, they were rude and hung up. I quit! AAA is not the helpful service they used to be!

Negative experience: I waited on the side of the road from 11:30pm until 3am just for them to tell me they can get me a tow truck and I would have to schedule a tow. It as 30° outside and I had no Way home. What a waste of money

Fantastic experience: Crystal & Steve took great care to see that our needs we fulfilled. It is appreciated!

Negative experience: Waited for 3 hours for a tow in 90 degree weather. After 15 minutes on the phone. Never showed up. Tried it again months later September 23 after trying to get through to someone they said the tow truck would be there in 1 hour Never showed. Called again 2hours passed no tow truck. Called the tow company aaa said would be there they said they told aaa that they rejected the tow 2 times had to get car home myself very sorry company would not tell anyone to use them

Fantastic experience: Very friendly and professional. I got my documents quickly with no problems. I also noticed there were a number of return customers who seemed happy.

Negative experience: Made a appointment at AAA to see about a trip to Japan. Spoke to a lady named Cecilia and was told oh she couldn't see me today. Remind you I called ahead of time and made a appointment. Very poor customer service. I pay a membership for AAA but can't be seen even though I have appointment. Not very happy with the service from AAA the lady name is Cecilia Campbell and also a very rude gentleman named Jeff Norris said oh it's to r when you spell my name

Fantastic experience: Crystal Lamb, associate at the Johnson City Tenn location is probably the best, to the point and just plain good old service person I have dealt with in awhile. I reccomend you contact her for your roadside or other service policies. I'm more than happy with her and our interactions and I'm not a bot a daggone sure not a spokesperson. I like leaving good reviews for good service

Negative experience: Terrible place. Can't get a hold of them, making a simple request is the biggest deal for them. Not to mention the amount of disrespect they talk about their customers behind their back. I'd rather be insured by a guy living in a cardboard box.

Fantastic experience: Tia Biles is our travel advisor and is great to work with.

Negative experience: Waited for 2.5 hours for a tow. Saw many tow trucks go by. Are they boycotting AAA? What is the point of AAA if I can't rely on the tow service?

Negative experience: If you are booking a vacation through Johnson City office, I suggest giving yourself a lot of time. We have been waiting over a month for them to call us back after our initial meeting where we gave them the specifics of our European trip we want to take. They never answer our calls or return our emails either. We are about to give up on using them for this trip.

Fantastic experience: We needed a Notary and 2 witnesses for a legal document. We went there and the people there took care of us quickly.

Negative experience: Waited nearly 3.5 hrs and the tow truck I called for never arrived. I requested a tow at 7:30ish and at 11 still nothing. They said that the approximate time would be 9:08 and the atuomated line called me at 9:05 saying the driver should be arriving soon but I never saw anyone. I would not recommend AAA to my worst enemy!

Positive experience: Great service

Fantastic experience: Tia has been helping my family plan a trip and she is very knowledgeable, personable, and gets the job done.

Negative experience: Since my retirement, my children take me on a trip every year. This year the destination was Germany. Our first appointment was in April for a trip in September with AAA. They said they were busy but made us think they were doing the trip. We heard nothing from them even after numerous phone calls. We last minute our trip ourselves.Im a 75 year old retired professional and have never been treated so badly. Stay away

Fantastic experience: Cecelia is a great travel agent!!!

Positive experience: Regional airports are so much easier checking into than international ones. So much quicker. It takes less than an hour to go through everything where as it would take about 3 hours at a larger one. My only complaint is that the airport closes at 10pm. You can book a flight from Atlanta to Tri-Cities but if it shows the arrival time past 10pm, the flight will either be delayed for the next day or the pilot will leave early, unannounced, causing people to miss the flight. If planes aren’t able to land past 10pm and tickets are still being sold then either stop selling tickets or let people know what’s going on. This is ridiculous. When given a free hotel room, they don’t tell you figure out how to get there, figure out how to get back and go through the whole 3 hour system again. Twice I have either been left or had to wait the next day because I have been sold false representation of plain tickets. Ridiculous. It would be great if they would change the hours back to 24 hours. I understand this is a Delta issue but it’s, also, the airport’s issue.

Fantastic experience: Appreciate fast, courteous, professional service. Able to update and transfer AAA when moving in from another state. They offer a wide range of services.

Fantastic experience: Very nice parking lot! That's as close as I got. Lol

Fantastic experience: Excellent assistance with our travel plans

Fantastic experience: Crystal and JJ are the best.

Fantastic experience: Best place to go for a passport photo ever!!!

Fantastic experience: Lots of help

Negative experience: As a long time AAA member, I decided to use this travel agency to schedule our Alaskan cruise. The lady that answered the phone was not pleasant at all and said she was too busy to help me, but would send some information to me within a few days. It has been over a week now and I have heard nothing back and from her attitude, really don't expect to. My experience really didn't even rate a 1-star.

Negative experience: My husband and I went in to get some information on a trip. We mainly just wanted some ideas and professional advice. The man at the front desk was very friendly, nice and helpful. When we were called back to talk with the travel agent we felt like we were being a bother. She was preoccupied with a phone call she had on hold and we felt like we were being rushed and we didn't even feel like we should ask questions. She mainly just handed us some pamphlets and sent us on our way. We left with more questions than answers. Don't waste your time going here.

Positive experience: My family has been members for near 35 years. We've noticed that AAA has gradually whittled away at benefits. When I call, I go through a series of qualifying questions that are growing, like 10-15 minutes. Today we were calling to tow our car from a repair shop after 7 or 8 months, they were not able to get a motor that cost less then the car originally. They called my repair shop to verify, but they ask about a Ford Flex, which we haven't had for 6 Mos. Instead of the Kia Soul. They denied service over this! We'll probably use our ins. Comp. service from now on.

Fantastic experience: Fantastic service! I didn't know they had financial services as well! I took care of my home and auto insurance while I was there too. Lol

Fantastic experience: Excellent service

Fantastic experience: The staff was helpful and friendly.

Fantastic experience: I called AAA and Teresa Laney quickly answered ever question I needed to know. She was prompt on replying and so helpful. Thank you Teresa!

Negative experience: BEWARE!! They will give you a quote and then tell you at the last minute that you need to spend hundreds of dollars to keep that quote. When you cancel (even when the policies haven't even come into effect yet) they will charge you $25 per policy. They STEAL your money. I'd give a -5 star if I were able to.

Fantastic experience: Nice staff. Very helpful.

Fantastic experience: Had a flat just as I was pulling into my spot at work. Used app Roadside Assistance, said it would be 50 mins...the tech guy Jason was there in 20 mins. earlier and was awesome, he was gentle with my car and put my spare on. I was extremely happy!

Fantastic experience: Great place and helpful folks in planning your trips.

Fantastic experience: Beautiful and clean interior with great employees.

Fantastic experience: Super service! Thank you Jaun Pulido for knowledgeable quick service.

Fantastic experience: Locked my keys in the car. They got there within 30 minutes of my call which was amazing. Took them about 5 minutes and had me back on the road. Even helped me with the rubber seal on my door. Awesome experience

Negative experience: I have AAA but I called for a tow because my my serpentine belt broke and didn't want to tell me because it was at someone else's tow business so I canceled AAA

Positive experience: It's a regional airport. It's going to be small and it's going to be expensive but the people are nice and the flights are on time. Can't be mad at that

Fantastic experience: i started my insurance here a few years ago for my home and auto. they have the best prices around. Jeff Norris has been a delight, he always helps when needed! I would ABSOLUTLEY recommend anyone here.

Negative experience: It is hard to give any stars to this location. Three weeks ago, I scheduled and went to an appointment with a travel rep at the JC office. I requested assistance with two travel plans and was assured that I would receive email or phone information after the rep had time to research info for me. One trip departs in four days. I found the rep to be more interested in going on and on about places she had traveled rather than actually helping me. She was very critical of another travel group I am using because she had never heard of them. This amused me due to the size and notoriety of that specific tour agency. It would be nice if all the AAA associates had offices with closed doors instead of workspaces with low dividers. While seated in the waiting area and speaking with the travel rep, other conversations were easily heard, including one that was rather loud and rude. I may seek out assistance from other AAA travel reps in the future, but I see no reason to return to the JC office.

Negative experience: My wife and I went into the office on 9/30/2021 at 8:30 AM to get some assistance on buying some airline tickets. As soon as we walked a gentleman approached asked what we needed in a rude tone. We then met Cecilia Campbell, she acted we were bothering and kept telling she had an appointment in a few minutes could not help us, but stated that she would call back that day or the next morning. It has been five days and no call from her, so I ended up buying the tickets on-line. I have been a member of AAA since 1995 and never been treated this way. At this point we are thinking about leaving AAA

Fantastic experience: Great people to work with..

Fantastic experience: Excellent service

Fantastic experience: Great service...

Fantastic experience: Great staff

Positive experience: Good service

Negative experience: Never returned my call or answered when I called

Negative experience: I called and tried to negotiate and got hung up on 2 times and now the lady will not answer

Fantastic experience: Made us feel like we made the right choice moving to Tennessee! Best customer service I have ever had!

Fantastic experience: Great

Fantastic experience: We were so impressed with Dustin and Jason from AAA! We had great response from the phone call we initiated this morning, the tracking of arrival , and the texts received on time of arrival and departure. Dustin and Jason from AAA were extremely professional and so full of automotive mechanical knowledge. They knew what to do, how to do it, and quickly were able to solve our automotive problems. We were very impressed and so glad we belonged to AAA. Thank you!!!!

Fantastic experience: Dustin from Triple A was very professional and quick, he got out to fix my flat tire quicker than it took for me to navigate the automated phone system! Very impressed with the quality of service & recommend them

Negative experience: I just called to get my car unlocked and was told that it would be 3 hours because of remote location. This is the most ridiculous thing I have ever heard of. There is a AAA office in this city and I was probably 5 miles or less from the office and was told I am in a remote area. I called the office (Johnson City) and was told they only contract with 1 business in this area. That is not sufficient coverage if you are going to sell these products to people. Triple AAA is not worth the money you pay. Don’t waste your your time or money.

Fantastic experience: Fast ,friendly and affordable.

Negative experience: Ms. Shannon Parrish in the Johnson City location was extremely unprofessional towards my husband, mother in law, and me. She was condescending and unwilling to help. She was unable to find a travel card even though we gave full name, address, and even the card number. My husband and I left to try and figure out how to get money to someone in Minnesota (we always use the website, but it was down due to technical difficulties). Finally my mother in law got through and was able to find the travel card. Shannon was very aggressive while speaking to her and ended the conversation by hanging up on her. Overall a very disappointing experience. One that will not be quickly forgotten. Especially as we have been loyal customers for many years.

Fantastic experience: Good info

Negative experience: Not a great experience. The man at the counter was not what you would call very friendly. Probably needs some training on interpersonal skills. Otherwise everything went okay.

Fantastic experience: Top notch in every way very informative very helpful reasonably priced very pleasant atmosphere quick in quick out

Positive experience: Super nice and helpful to members.

Negative experience: Was going to add a family member but was told you have to wait 72 hours for service. If I pay in full I don't want to wait 72 hours. AAA is like most other business, you pay more and get less. Not very impressed with their representatives. This is the way it is take it or leave it attitude. Been a member a long time. But in the words of Kirly Bell..."Bye..."

Negative experience: is there a zero? the emergency road service placed me on hold for 15min before i got to request a wrecker and then told me that, “due to call volume”, i would be waiting two hours for a wrecker. AAA has outsourced and i will not renew! this is one of several negligent experiences with AAA in the past few years.

Fantastic experience: Fast and friendly. Dropped in for a passport picture. Out 10 min later.

Fantastic experience: Semi easy to find. Great people and service selling grade AAA services and products!

Fantastic experience: I've used AAA for at least 45 years it will continue to use them. The girl at the front desk was very helpful and I recommend everybody should join

Positive experience: Mostly got what I came in for but staff was a little detached and could not help I'm determining when or where I could get the rest of my travel info.

Fantastic experience: I LOVE AAA!!! I have their life insurance and their Roadside Assistance. THEY GIVE GREAT SERVICE!!!

Fantastic experience: Always enjoy stopping at AAA helpful and road service every one should have

Fantastic experience: Just joined AAA had to get towed a week later.

Negative experience: The worst service of any business. Front desk Very formal and not customer oriented. Was given over the phone a 3:00 PM appt. Arrived promptly at 3:00 and was told I had a 2:00 PM and had to wait a while. Just became member and I will Never use again. A wasted Fee for me!

Negative experience: Hours are too limited. Need at least one weekday after 5 AND one weekend day even if limited.

Fantastic experience: I called their number and had a hard time navigating their site to talk with a human which was very discouraging. However, my husband and myself went to the AAA office at which time they generously apologized for their new phone system and Michael Adams was more than helpful in answering all our questions. I was impressed with his knowledge and if he wasn't sure, he got on the phone immediately and called the manager of the appropriate department to assure us we were receiving a complete and accurate answer. We joined AAA today as a result and look forward to a rewarding relationship!

Fantastic experience: Requested service for a dead battery on Thursday August 17, 2018. Service technician (Dustin Long with Jerry's 24hr. Locksmith) responded in less than 30 minutes. He was very knowledgable and competent in dealing with the needed evaluations and replacement of the battery. But, more importantly, Dustin had a very pleasant personality and represented AAA extremely well. Thanks for a very pleasant experience !!!

Fantastic experience: My wife and I love being AAA members. We enjoy all the benefits the membership provides. Tia Biles is always helpful, professional, and knowledgeable when planning our trips! She's the best!

Fantastic experience: Friendly help when your traveling!

Fantastic experience: Friendly and helpful service!

Fantastic experience: I messed up the dates on the ticket I bought it was closing time but the lady fixed it with grace. She is a beautiful lady.

Fantastic experience: Michael was a GREAT HELP and was very personal.

Fantastic experience: Had what I wanted and was treated very well .

Fantastic experience: Excellent advice!

Fantastic experience: Very good service worth being a member

Fantastic experience: I switched to AAA because State Farm continually raises their rates. I am very happy with my new bill (over $100 cheaper than State Farm), and when I signed up the man who helped me was very friendly and made the process so easy. I'm also glad to have AAA roadside assistance as well the ability to get discounts at various serives because I'm a AAA member.

Negative experience: Although I love AAA generally, this branch’s hours of operation make it very difficult to use. Most annoyingly, they are closed on Saturdays. None of the three other home-town branches we’ve been acquainted with have been closed on Saturdays. What kind of travel agency closes on Saturdays? It doesn’t help that they don’t stay open late on weekdays either. Needless to say, since my wife and I both have full-time jobs, we never have opportunity to use this physical branch. These days we do all of our travel planning with outside or online agencies. I don't even use their "free passport picture" service anymore. It's just not worth the hassle.

Positive experience: Friendly staff.

Negative experience: AAA in general has turned out to be a complete scam . they leave you sitting on the side of the road . they have nobody to come pick you up. their so-called AAA rated mechanic shop that they advised me to go to was charging over $500 an hour to work on my car. the only thing certified about a certified AAA repair shop is that the repair shop certify they pay AAA a percentage of what you pay them, so therefore they scam you knowing that you're in trouble and AAA sent you. Stay away from AAA at all cost. They will leave you in very dangerous situations promising to help and help will never come

Negative experience: I went in to the Johnson City office today on my lunch break to get information/rates for a Disney vacation for my family. Was treated as an intrusion and watched as agents left the area without making eye contact. Stood in the lobby for 15 minutes with minimal notice. Another couple came in after I waited for 10 minutes, they were greeted and taken back within 5 minutes. The difference? They had a gold membership and I have a lowly "white card" standard membership. I finally left, without a "sorry for the delay" or a "goodbye" from the front desk. I can book my own vacation I suppose.

Fantastic experience: Greg Teague is very helpful and he saved me$100s on my home and auto policies with better coverage.

Negative experience: The lady who answered the phone was rude and condescending . She acted as though I was interrupting her and then when she found out it was my trailer that had a flat she stated " we can't help you ". I was left in the middle of a busy highway . I have been with AAA for over 20 years and am very disappointed in how I was treated.

Negative experience: I have tried calling my local branch (Johnson City) and all I get is ringing . . no one ever answers and it doesn't go to voice mail. It is during their office hours always, but I can't get anyone to pick up. My time line is such that if I can't get them today I'll go elsewhere. After many years of having AAA I am very disappointed that the local service isn't better.

Fantastic experience: Michael has helped us with multiple Disney trips. On our first trip, we would have been completely lost without his help. He gave us tips and time-saving tricks that made a tremendous difference. Newbies should not attempt a trip without his help! Thank you for making our Disney experiences fantastic!

Negative experience: So far nothing. We have been AAA members for over 12 years. I'm guessing we have used the servicer maybe 4 times.? We recetenly moved to this area. I called travel section to request a Trip-Tic. I gave a list of 4 prominent places in Vermont. I was told I needed city and address of locations. Vermont Teddy Bear Company, Vermont Country Store, the King Author Flour plant and gift shop, and America's Test Kitchen from PBS. Sorry, maybe our past AAA office was just too nice. But I was really shocked that she could not help me. Did not even invite me to the office... may look for different opportunity.

Fantastic experience: I have used AAA for 20 years. Agents have always been friendly courteous and always helpful