American Automobile Association (AAA)
2.8 of 5 245 reviews
www.aaa.com Heathrow, FL 500 to 999 Employees

American Automobile Association (AAA) Reviews

Updated Apr 8, 2014
All Employees Current Employees Only

2.8 245 reviews

                             

58% Approve of the CEO

American Automobile Association (AAA) President and CEO Robert L. Darbelnet

Robert L. Darbelnet

(67 ratings)

42% of employees recommend this company to a friend
58 Employee Reviews Back to all reviews
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  • Culture & Values
         
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  • Disapproves of CEO

1 person found this helpful  

Company still treats the "Underlings" like it's the 1900's

Customer Advocate I (Former Employee)
Omaha, NE

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

ProsPaid vacation hours, sick days, 401k, "meh" benefits.

ConsWhile they do give paid vacation hours, you receive 2 sick “credits” every six months if you are full time. These credits are good for one time each up to three days in a row.

Due to risk of termination, coworkers will come in to work when they are ill instead of calling in, risking the health of other coworkers (desks are partially separated by walls that are roughly 3 feet tall).

Company has been around for approximately 100 years and they have extensive knowledge about how busy it gets in the winter and summer, yet they continue to hire employees only twice a year even with a high turnover rate (I believe it was 72% last I checked) and when we can take upwards of over a million calls in a year.

They reduce and/or remove lunches and breaks during busy times and when asked if they felt it was moral to do such a thing (asked due to having a required class on morality in the workplace) they answered with, “Moral or not, it’s legal”

While there is no set script, there is a list of over a dozen things we are required to say in order to “certify” calls, if a certain number of calls do not “certify” within the month we can be reprimanded and/or eventually terminated due to failure of certification.

As well as the certification of calls, we are required to have a certain percentage of “total customer satisfaction” they use a third party to send surveys through e-mail. It is an all or none system, if the customer is not completely 100% satisfied; if they are even 99% satisfied it is considered a failure and can again be reprimanded up to termination.

Even though they are a 24 hour business, AAA hires part-time temporary positions and you can work up to being a full-time permanent employee. It was not disclosed but I assume the reasoning behind that is to avoid paying for benefits and not have to pay holiday pay either.

They have regional managers, district managers, department managers, and supervisors, as well as a QA department, all in one office. The only other company that I have worked for that micromanages at that level is Wal-Mart.

Due to the fact we handle personal information (addresses, credit card information) there are strict rules in place to not have your cell phone or any recording device out, as well as not leaving with papers, etc… It is not enforced in the slightest and I have seen coworkers on their cell phone while speaking with a member.

Advice to Senior ManagementGet with the times, with so many other companies doing roadside assistance (BP, state farm, etc...) You no longer have a monopoly on the service.

And stop saying you're a non-profit organization!!

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Anonymous Employee (Current Employee)

I have been working at American Automobile Association (AAA)

Proseasy life, hourly pay, rewards

Conslow pay, high speed, no team

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Good company/Almost impossible to advance

Dispatcher (Current Employee)
Providence, RI

I have been working at American Automobile Association (AAA) full-time for more than 5 years

ProsAAASNE is a good starting point to start a job after highschool or even college. Benefits are fantastic and the atmosphere is great as well.

ConsThe pay is not that good and advancing is very difficult. There are too many managers overseeing your day to day assignments

Advice to Senior ManagementShow a little more respect to the employees working under you

Yes, I would recommend this company to a friend

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Good company, no direction

Travel Agent (Former Employee)
Seattle, WA

I worked at American Automobile Association (AAA) full-time for less than a year

ProsTalented coworkers, ok benefits, normal 9 to 6 schedule, offer bus passes for employees who don't drive to work.

ConsNo direction, forced to sell specific products when others might meet member needs, forced to sell credit cards regardless of member needs, no answers from upper management, frequent changes in compensation plans and no answers to questions about it.

Advice to Senior ManagementTrain your employees. Guessing what we had to do every day and what policies might be changing. Have answers to questions. Don't go for immediate fixes and instead do some research and find out what will work best.

– I'm not optimistic about the outlook for this company

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Stable environment but limited opportunities.

Business Analyst (Former Employee)
Lake Mary, FL

I worked at American Automobile Association (AAA) full-time for more than 8 years

ProsA lot of caring people.
Fun projects.
Stable environment.
Great training program.
Tuition reimbursement.
Dated but nice working environment.
Great work life balance.

ConsPolitics limit ability to move forward, make changes and grow the business.
Little to no opportunity for career growth.
A lot of great initiatives on the docket and if they pass through committees, which is a big if, there are limited resources available to do the approved work.

Yes, I would recommend this company to a friend – I'm not optimistic about the outlook for this company

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Disorganized and chaotic

Anonymous Employee (Current Employee)

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

ProsStrong sense of purpose and ownership of products and programs by the people in the trenches.

ConsUnwieldy governance structure inhibits creativity and agility.

Advice to Senior ManagementIt should be a red flag when you have to assemble a "Task Force on Task Forces" to figure out why task forces are so ineffective.

No, I would not recommend this company to a friend

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My experience was one of inconsistent training, ignorant management, and very poor compensation w/little communication.

Travel Agent (Current Employee)
Wake Forest, NC

I have been working at American Automobile Association (AAA) full-time for more than 3 years

ProsGood location, nice office, 1 trip/year is paid (unless it costs more than the budget..then the employee has to pay difference.)

ConsSaturdays required but not discussed up front, poor pay scale ($3/hotel or car reservation or 33% of commission earned), management is poorly trained and absent more often than not. Cannot depend on manager to keep schedule, vaca, etc.,or to assist in training because it is inconsistent. Also, you are "strongly encouraged" to stay after work or go in early for packing demos and travel information sessions.

Advice to Senior ManagementUse your Outlook Calendar, be confident in your employees - ALL of them, support your employees education and respect their family time. Do not expect them to endanger themselves or others so that you look good to corporate.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Each state is different. Mediocre employer at best.

Anonymous Employee (Current Employee)
Phoenix, AZ

I have been working at American Automobile Association (AAA) full-time for more than 5 years

ProsFree roadside assistance for you & family.

ConsOn the whole the middle management is very inept, although I was fortunate to have very good managers. They were the exception, not the rule.

Advice to Senior ManagementGet in touch with reality.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Average experience

Anonymous Employee (Former Employee)

I worked at American Automobile Association (AAA)

ProsAAA membership given to employees

ConsLack of training, work/life balance

Advice to Senior ManagementTraining program

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Nice Managers

Anonymous Employee (Current Employee)

I have been working at American Automobile Association (AAA)

Prospleasant work environment, good staff

Conslow pay - no perks

Advice to Senior Managementpay us more

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