American Automobile Association (AAA)

  www.aaa.com
  www.aaa.com

American Automobile Association (AAA) Reviews

Updated December 14, 2014
Updated December 14, 2014
337 Reviews
3.0
337 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
American Automobile Association (AAA) President and CEO Robert L. Darbelnet
Robert L. Darbelnet
103 Ratings

Review Highlights

Pros
  • They also offered 2 days Work From home, that was a great way for Work-life balance (in 14 reviews)

  • They do have good benefits and nice coworkers (in 25 reviews)


Cons
  • The upper management staff is completely unhelpful (in 13 reviews)

  • Lack of communication between leaders results in finger pointing and lies ending with agents taking the fall (in 5 reviews)

More Highlights

78 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Call Center Employee

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Insurance Customer Service (Call Center) in Dearborn, MI
    Current Employee - Insurance Customer Service (Call Center) in Dearborn, MI

    I have been working at American Automobile Association (AAA) part-time (less than an year)

    Pros

    -AAA has solid benefits- provided you are eligible for them.

    -The company is not for profit, which means that you don't have to sell to customers and that the company goal is not more profit, but successfully helping customers.

    Cons

    - You are constantly micromanaged/recorded. Everything, from call time, "after call work" and even bathroom breaks is strictly recorded and criticised.

    - The grading scale for CSR evaluation is somewhat unfair. One mistake in certain categories can result in 20 percent or more being deducted from your score. This, added to the performance goal of 92 percent, perceivably reduces your margin of error to zero.

    - During spans of weeks to months, your phone will go off constantly, increasing your workload and decreasing your call quality. This is the worst part of the job- being overwhelmed with work constantly.

    Advice to ManagementAdvice

    - Give us a chance to succeed by overhauling point scales for evaluation and being lenient when needed.

    - Go to bat for us in regards to pay. We in the call center are essentially being underpaid due to our responsibilities in the insurance industry.

    Find a way not to strangle us by micromanaging our whereabouts during every second of the day.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  2.  

    Fast paced training.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Advocate in Omaha, NE
    Former Employee - Customer Advocate in Omaha, NE

    I worked at American Automobile Association (AAA) part-time (less than an year)

    Pros

    Friendly company, nice location, and nice facility.

    Cons

    In order to get assistance from a supervisor, the advocate has to put anxious customer on hold. The help line would be backed up with calls. Making an anxious customer into an angry customer.

    Advice to ManagementAdvice

    Be available to help advocates when needed.

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  3. 1 person found this helpful  

    Old School Company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Los Angeles, CA
    Former Employee - Customer Service Representative in Los Angeles, CA

    I worked at American Automobile Association (AAA) part-time (more than 3 years)

    Pros

    There are not too many benefits about working here. They are an old school company that has a hard time adapting to change in our current business climate. They do have good benefits and nice coworkers.

    Cons

    They treat the tow companies that they partner with like crap. They pay local tow operators unreasonably low rates for the tows that they provide, as low as $22! These tow operators do not have any choice but to be squeezed dry by this industry powerhouse that has monopolized the market. In addition they have their customers waiting for hours after they break down and then they make excuses not to cover the cost of the tow, this was bad business in my book.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
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  5.  

    changes not in the best interest of in office agents

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Insurance Sales Agent in Cape Girardeau, MO
    Former Employee - Insurance Sales Agent in Cape Girardeau, MO

    I worked at American Automobile Association (AAA) full-time (more than an year)

    Pros

    solid company to work for

    Cons

    changes in corporate structure doesn't benefit any new agent coming aboard the company because they are putting them up against a direct sales unit who doesn't not collect renewal commission nor do they have to go and build their book of business. This is a win for the company and a loss for the in office agent trying to build his book of business.

    Advice to ManagementAdvice

    don't bite the hand that feed you. Your appeal is t hat you are a trust worthy face to face company, but the moves you are making are directly effecting the people that got you to the place you are right now.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6.  

    Bad Choice

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at American Automobile Association (AAA)

    Pros

    Health Benefits and two days off each week.

    Cons

    Incompetent management.
    Favoritism
    You were always told what you did wrong but seldom praised.
    Low pay for the information you needed to know.

    Advice to ManagementAdvice

    Provide employees with more positive feedback and treat them as adults.

  7. 3 people found this helpful  

    Behind the times

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in Dearborn, MI
    Current Employee - Anonymous Employee in Dearborn, MI

    I have been working at American Automobile Association (AAA) full-time

    Pros

    The supportive staff throughout the company are incredibly helpful. The CEO seems to be better in tune with the needs/wants of the employees than most management.

    Cons

    The systems are old and outdated (just upgraded to Windows 7 and Microsoft 2010). The phone system is old (cannot forward messages to email or listen to them via email). The upper management staff is completely unhelpful. The salaries paid to the support staff are extremely low, especially for the amount of work support staff takes on. The AOB building in Dearborn is itself ancient, with elevators that break down regularly and no easy access to an alternative method of going upstairs (I feel badly for those in wheelchairs/scooters or with foot/leg issues). This company is a classic example of the right hand not knowing what the left hand is doing. Interdepartmental communications are convoluted and sparse. And, there are those in upper management who do not respect their employees nor their employees' right to a life outside of work. And, the lack of refrigerators for employees to bring in their own lunches from home is atrocious. Yes, there are a lot of employees. But, if there were one refrigerator per department (actually placed in that department), it would be incredibly helpful. Especially to those who are underpaid and can't afford the minimum $8 per day that it takes to eat in the cafeteria.

    Advice to ManagementAdvice

    Upgrade everything. The company cannot expect to stay competitive in the market, despite getting it's hands into banking and whatnot, if the company does not obtain and use the latest technology. I think the company would benefit from outsourcing it's IT department. The biggest problem, and this is as a member, is that when someone contacts the call center, they should expect to have their issue resolved with one phone call, with some kind of written proof that it was done. Name and address changes are a joke to get done. 2 different systems and neither talks to the other. If a member has homeowners/renters insurance and auto insurance (God help them if they have multiple autos), name/address changes have to be submitted in both systems to have them take effect properly. And, the change also needs to be put through on the proof of insurance, too. Getting that in writing is not easy. And, when the member goes to change their information with the Secretary of State and can't because the proof of insurance is under the wrong name, it's incredibly inconvenient for the member. Especially if that member is a AAA employee and the clerk at the SoS knows it. And, give support staff a $10k per year raise. They do more than you know. AAA has branded itself well enough that the business will continue to grow, and for those who do have coverage through AAA the rates are less expensive than anywhere else. However, the dissatisfaction members feel when contacting the call center will force some to seek insurance elsewhere, despite the price difference.

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  8.  

    Insanity

    • Senior Management
    • Culture & Values
    Former Employee - Claims Representative in Saint Louis, MO
    Former Employee - Claims Representative in Saint Louis, MO

    I worked at American Automobile Association (AAA) as a contractor (less than an year)

    Pros

    Having a really understanding boss was a perk. There was a lot of events revolving around food. Some people in upper management were really nice. Some not so. H.R. was incredibly great and a soothing place to get your concerns addressed.

    Cons

    Lack of communication. I was not told that taking time off was a no-no. A bit of micromanaging. Horrible training. I would ask a coworker how to do something, and he would say to do "x." while the supervisor would say to do "y." There was a high level of anxiety in the department that I worked in. I was constantly reprimanded by upper management about stuff that I was doing (the same stuff that the permanent employees were doing). Pretty much chained to the phones. If I needed to go to the bathroom while I was on a call, I had to finish the call. Sometimes, the call would last 30 minutes. It seems like they hold temps to a higher level of standards. Each time you reached that standard, they would set the bar even higher.

    Advice to ManagementAdvice

    Train your employees better in regards to cultural things as well as handling different types of calls (angry calls to the crying ones). Make a consistent rule about OT.

    Doesn't Recommend
    No opinion of CEO
  9. 1 person found this helpful  

    Consistently getting worse

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Dispatcher in Portland, ME
    Former Employee - Dispatcher in Portland, ME

    I worked at American Automobile Association (AAA) full-time (more than 5 years)

    Pros

    Flexible work hours. Easy job. Pay isn't terrible. Some of the co-workers are really cool. It's a hard job to be fired from (pro and con).

    Cons

    Brown nosing is awarded. Hard work is not. Constant micromanagement. Payroll mistakes common. Yearly raises rarely exceed 2%. It's hard to get fired. Losing service contractors left and right because they don't pay enough. Management and supervisors rarely take the side of their subordinates when there is a conflict.

    Advice to ManagementAdvice

    Stop micromanaging and pay contractors more money so they will work for you!

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  10.  

    Its ok

    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Administrative Assistant in Dearborn, MI
    Former Employee - Administrative Assistant in Dearborn, MI

    I worked at American Automobile Association (AAA) full-time (more than an year)

    Pros

    Decent hours and benefits.
    Flex time, IF your boss allows it......

    Cons

    Mico managers. Executive leadership does not want to hear the truth of things...antiquated business practices. They want and expect to grow but refuse to do proper 21st century marketing. Still counting on word of mouth and brand recognition.

    Advice to ManagementAdvice

    Get your head out of the sand. Treat team right....LISTEN to the TRUTH! change your marketing....wait, wrong words.......DEVELOP a MARKETING plan in line with 21st century....

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  11.  

    Just OK

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Manager in Heathrow, FL
    Current Employee - Manager in Heathrow, FL

    I have been working at American Automobile Association (AAA) full-time (more than 10 years)

    Pros

    Ok pay and benefits. For the most part, a very ethical company to work for.

    Cons

    Company is very understaffed and this is only getting worse as AAA no longer really needs a national office. Very limited growth potential, no career pathing whatsoever. Nothing gets done because the governance process takes months to get anything approved.

    Advice to ManagementAdvice

    Invest in your employess to get them trained for the future, not the past. Find a way to make decisions quicker and get things implemented in less than a decade.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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