American Automobile Association (AAA)

  www.aaa.com
  www.aaa.com

American Automobile Association (AAA) Reviews in Dearborn, MI

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

17 Employee Reviews Back to all reviews

Sort: Popular Rating Date
  1.  

    My experience at AAA was phenomenal.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Member Service Representative in Dearborn, MI
    Former Employee - Member Service Representative in Dearborn, MI

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

    Pros

    This company has great employees. They are great team players and they also have excellent customer service skills. Company knowledge and great performance is a must while working there. In addition you must value yourself and others, be consistent, proactive, polite, and know how to work in a team and on your own. Compensation was great.

    Cons

    In every company there is room for improvement. My training went by really fast, I never had the ability to move up because it was my first summer job. I also think because if the economy at the time they had to let most of us go.

    Advice to ManagementAdvice

    Even though you may have a busy schedule, do not rush through training. I was compensated very well there and I also enjoyed my time here. It is one out of two jobs that I am mostly proud of.

    Recommends
    Positive Outlook
    No opinion of CEO
  2. 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
  3. 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
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  5.  

    AAA, A...OK

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

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

    Pros

    Overall great company
    Lots of Opportunity to grow

    Cons

    LOTS of training that still doesn't fully prepare you.

    Recommends
    Positive Outlook
    No opinion of CEO
  6.  

    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
  7.  

    I am resposnible for determining and setting policies/procedures as related to employee relations, recruiting.

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

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

    Pros

    The culture and work life balance is excellent

    Cons

    I do not have any cons to provide

    Recommends
    Positive Outlook
  8.  

    Historically a great company and household name, changing for the worst rapidly.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales and Service Agent in Dearborn, MI
    Former Employee - Sales and Service Agent in Dearborn, MI

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

    Pros

    Solid company to work for has some form of job security and provides a good pension along with good benefits offered.

    Cons

    Management team a bit inept and lacks full leadership. Quite often you find yourself being micro-managed for the simplest of task. Income leaves a lot to be desired and little if any chance for career advancement.

    Advice to ManagementAdvice

    Management should lighten up when it comes to overseeing basic task, which drains the morale of the employee.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  9.  

    A difficult Place to work!

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

    I have been working at American Automobile Association (AAA) (more than 5 years)

    Pros

    Great company! Really trying to make it into the 21st century.

    Cons

    The management in the claims department is AWFUL!! They are negative,rude, crude and down right nasty. Supervisors and managemant have improper intimate relationships with each other.

    Advice to ManagementAdvice

    You need to clean house in the claims department with the supervisors and upper management.

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  10.  

    It was simply AWESOME working at AAA !! We had many in hose activities such as Halloween parties & Bar B Q's

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Emergency Roadside Representative in Dearborn, MI
    Former Employee - Emergency Roadside Representative in Dearborn, MI

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

    Pros

    I worked at the HQ in Dearborn , Mi & I liked the food bar in the building along with the credit union

    Cons

    They employed so many people that parking was a disaster !! Other than that nothing to complain about

    Advice to ManagementAdvice

    Keep doing a wonderful job of caring about your employees , because we sure care about you all !!

    Recommends
    Positive Outlook
    No opinion of CEO
  11.  

    Friendly company

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

    I have been working at American Automobile Association (AAA) as a contractor (more than an year)

    Pros

    Very cool client. low pressure environment

    Cons

    Technologies are not up-to date. We still use Java 1.4

    Advice to ManagementAdvice

    Need to have some software methodology to deliver products more efficiently

    Recommends
    Neutral Outlook
    No opinion of CEO

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