CAA South Central Ontario Avis 436

I've been a CAA customer for over 20 years with home, auto and roadside insurance. On November 26,2024 I was involved in a car accident where another car side swipped me. CAA provided me with a rental car per my policy and assigned an adjuster on the 27th. Over the course of 2 months I had communication with this adjuster only 3 times despite many attempts on my part to connect with him via calls . He never provided me with his direct extension nor email address. In spite of my numerous messages left with the claims department this adjuster never returned any of my calls until January 7th at which time he said that CAA will fix my vehicle however he wanted me to pay 50% of the labour cost to fix my car. The accident was not my fault and I don't feel it was fair for me to pay as that's why I have collision on my account. I asked him to refer again to the appraisal and see what other choice I may have. At the end of this conversation he said he would definitely get back to me the next day on Jan 8 and send an email with his direct contact info. He did not. From this date until Mon. Feb 3rd no further communication from him. On Feb 3rd I called and spoke to another adjuster and requested that I have a different adjuster attend to my account as I was disappointed with the service and communication I was receiving from this one. This adjuster decided to forward my concerns to CAA Public Relations Department.Within a matter of hours I received a call from them. This person started off the conversation with a tone in her voice. I said to her that ' if anyone had a right to be upset it would be me and I'm sensing a tone in her voice and I don't appreciate it." She apologized and from then on she spoke to me more pleansantly and business like. She informed me that whatever agreement I had with the original adjuster no longer stands. Also said she would transfer my file to a Total Loss Adjuster. I also mentioned that I've done many ugrades to my vehicle in the last year and would those be included in my settlement. She said yes and the total loss adjuster would deal with that.

On Feb 4th I spoke with the TLA and he was pleasant and business like at the beginning of the call. I told him of the repairs I'd done to my car and this is when his tone changed. He said 'We're not going to pay for maintenace on your vehicle' I said in the past they have done that as recently as my claim in April 2024. He maintained that I wasn't going to receive any credit for the upgrades on my vehicle as it was 20 years old.

He offered me $2,000 for the total loss on my vehicle and said take or leave it so I could this offer or repair it at my own expense. At that time I told him I was going to get back to him after thinking about this offer. He said I could keep the rental I had since the accident until Feb 11th.

I retuned his call today Feb 5th saying I was going to keep my vehicle and he wanted to know if I'd taken the rental back. I hadn't as he had previously assured me that I would have it until the 11th. He denied that he'd said that at which time I quoted his exact words back to him and suggested he review our taped conversation. Subsequent to that he then agreed that I did indeed have until the 11th to return the rental.

My last conversation with him was to say that I'm to understand that as the victim of an acciden their offer is to take back my vehicle with no repairs or accept their $2,000 offer. I realize that my vehicle is 20 years old but it's my vehicle and means a lot to me and I shouldn't be forced to take a buyout.

My intention is to cancel my two auto policies with CAA and when my home policy comes up for renewal I'll take that away from the as well. Based the bad reviews I see here so many people can't be wrong. CAA seems not to care about customer satisfaction.

London ON location
We have been loyal CAA members for over 15 years, covering two people in our household. During this time, we rarely needed their services—only a few times. However, when we finally did, CAA completely failed us.

Our car broke down just 4 km from home on a cold winter night. At 10 PM, we called CAA for a tow, clearly stating that the issue was not battery-related. Despite this, they sent a technician to boost the battery instead of dispatching a tow truck. Upon arrival, the technician confirmed that a tow was indeed required.

Initially, we were told a tow truck would arrive within 40 minutes, but no one showed up. When we checked the automated system, the estimated arrival time had been pushed back to 1:18 AM—over three hours later. This was completely unacceptable.

Frustrated, I called CAA again, only to be told to find another towing service and request reimbursement later. This was beyond disappointing. The whole point of having a CAA membership for so many years was to rely on them in emergencies, yet when we needed them most, we were abandoned.

I sent a complaint to memberconcerns four days ago, but my issue remains unresolved, and no one has responded. At this point, it feels like this organization does not care about its customers.

Since there is no way to contact CAA about sending feedback in regards to your experience, I'm writing it here to inform others, and who knows, maybe someone will see it and provide a way to give feedback in the future.

My car battery died while I was at work. We didn't have CAA anymore so we called that night to reinstate it. That process was easy enough and we were able to call the next day to request service. The automated voice that takes your information actually wasn't too bad. Once the service call was placed, I received multiple text updates in regards to the ETA of the driver.

The major issue, however, was with the driver who showed up. He was unbelievably rude and unprofessional. He had tried to call for clarification as to where we were, but since it was a blustery winter day, I didn't hear my phone. I noticed a moment later that I had missed the call and that I had a message. I listened to the message (which was surprisingly unprofessional) and started to call him back, but just then he pulled into the parking lot where we were. So I hung up and got ready to meet him. But then he immediately pulled back out of the lot and pulled over to the side of the road. My mom was with me so she went over to his truck to let him know where we were. At the same time I decided to call again, but noticed that in the confusion he had just called also, and that I again didn't notice. So I called again right away and spoke with him, letting him know we were in the parking lot. All of this happened in under two minutes.

The driver backed into the lot very quickly, and as we approached he said angrily, "I called twice", and proceeded to stomp around like a toddler barking orders at us. He was very angry and hardly said anything to us other then to rudely bark directions at us. My mom is a better person than me and tried to make small talk, trying to sympathize with him, asking him if he had lots of other jobs to get to. He rudely responded to her and kept slamming things around while he was working. When he got us jump started, he rushed out of there so quickly without saying anything. This grown man threw a tantrum over a couple of missed calls that happened in about a minute. He had no consideration for our position, being outside in the cold with the wind blowing and cars driving by everywhere, or the fact that it was just a simple mis-timing of things. He had no justification for being that angry and rude. And I'm guessing that since there's no way to report on your experiences, that there's no repercussions for his behaviour. I understand hating your job, but his attitude was intense and over-the-top, and incredibly uncalled for. He made an already stressful situation so much worse by his handling of everything. I'm curious if others have had the same issue in dealing with Jason from Petroffs.

My car needed a tow to a mechanic as it was leaking gas and wasn't safe to drive.

The tow truck driver arrived, took the vehicle, and left. A few hours later I called the mechanic to ask if the vehicle had arrived. He said no. I called CAA to ask where the car is - they said they delivered it to X address (which was the correct address). I remarked that I had told the driver it was Unit #2 and the name of the business as well - he apparently did not heed that and just dropped the car off wherever.

The CAA employee told me that the rules of tow drivers are that they can drop off anywhere where there's room. OK fine - but he didn't call me? He didn't call the mechanic? He didn't give the mechanic the key and tell the mechanic where the car is?

And the kicker - the driver left the keys ON THE SEAT with the door unlocked.

The mechanics went out to look for the car. They haven't been able to find it. It's anyone's guess where my car is. This is beyond reprehensible on the driver's part.

I recently contacted CAA for a battery replacement for my hybrid car, and my experience was extremely frustrating. When I called, I provided the make and model of my vehicle and clearly stated that it was a hybrid. The operator assured me that they had the correct battery and would send a technician in 40 minutes. However, when the technician arrived, he informed me that CAA does not service hybrid vehicles.

I called CAA again to clarify, and the next operator seemed unsure. After checking with a manager, she confirmed they could replace the battery and assured me another technician would arrive in 30 minutes. An hour passed with no technician. When I called to follow up, I was told the technician was delayed and would be there in 20 minutes.

To my surprise, a tow truck showed up instead, prepared to tow my car. I explained to the driver that I was waiting for a battery service, not a tow. Frustrated, I called CAA yet again and requested to speak with a manager. After re-explaining everything, the manager took my car's details and attempted to determine if the hybrid battery would be compatible. He also assured me that I wouldn't be charged for the service that hadn't been provided.

Another hour went by with no resolution. At this point, I gave up, boosted my car myself, i call again to cancel and the operator informed he that it was already canceled and no one was coming i took it to a local mechanic.

This experience was exhausting, filled with miscommunication and delays. While I appreciate the manager's effort to remove the charges for severes that they did not provide, the overall service was unorganized and disappointing. I expected better from CAA.

Wonderful Customer service!
I have been a member for 50 years, they have always been great. I recently had an issue which was resolved immediately and to my upmost satisfaction. I would highly recommend a membership with CAA.

CAA auto insurance is not good when it comes to paying for a claim. They drag things out for personal injury in a vehicle collision by denying your injuries saying there is no medical evidence. Meanwhile they have all the medical evidence in their file that makes the claim valid. At the end, they offer you a pitiful payout saying your time is running out for the rehab benefits in your claim. Apparently there is a 5 year limit to use benefits.

My issue is not with showing up in a reasonable time for a tow on my trucks. 2 different trucks 2 different days 2 different issues 2 different drivers, however same issue with tow truck / flatbed drivers. The flatbed is a DZ vehicle which brings vehicles up in a bed. The first trip was a blow rad hose so overheat to tow to shop at my property. The flat deck was completely covered in ice and truck almost slipped off the deck. Driver new from India and driving. Didn't know rules of the road or didn't care, but my guess a fake DZ licence. Absolutely outrageous for him to be learning how to drive and operate a tow truck at the expense of the public.
Second driver second trip yesterday. Tire blow out and needed tow to shop. Driver couldn't speak English new arrival from India and again I think his licence is fake. Air break tank pressure never reached above 60 psi and he also didn't know the rules of the road. He scared the crap out of me as I rode with him. I was terrified as he decided to turn left on a red light on a busy secondary highway. Outrageous!!!. I'm not sure what happened to CAA but they were always a trusted and good worthwhile membership I always encouraged my grown children to get but now, at least in South Central Ontario it's gone to something that is deadly to public and potentially deadly to anyone using this service not withstanding damage to your vehicle. Which also happened to my truck while dragging it up the icey deck. Broke bottom rock protector off ( cowling) from winch. Anyhow I hope they stop with the DEI hiring to make extra profit by paying little to very unskilled or illegal drivers

I had to renew my annual membership.
I did not want to drive to a CAA store, I moved recently so I decided to create a login.
The website did not recognize my CAA number and told me to call 800 number.
I did the virtual assistant did recognize my number but when it came to submit my visa card, it did not like it!!, I was put to an operator same line as for people asking for road assistance.!!
After a long wait I gave up and went back to create an account, this time it worked but they want a 12 position password!!!!
Well, I paid but it is an awful company

Called for a tow. We waited for hours. They just cancelled our request and didn't say or tell us. After a few hours we called back and it said we didn't have any requests pending. Apparently driver showed up, didn't ring the doorbell or anything. Just sat at the bottom of our driveway and then left.

3 days in a row, on hold 4 times each day for 30 to 45 minutes to make membership change that website doesnt allow. Note to CAA, You allow upgrading on your website, you should also allow downgrading. Absolutely ridiculous way to treat paying customers and a good way tp lose them

55 minutes passed still trying to get to someone from Customer services, crap service.

Don't be fooled by the auto reply to your negative review! I was attached to the email that was sent to the adjuster and it read "Hey June can you get back to this insured customer at your earliest convenience". Honestly this is a joke! That is exactly why I haven't heard anything since my truck was stolen! I guess it's not a convenient time for her!

I would like to express my dissatisfaction with a recent experience I had with CAA members. I had a scheduled job interview when I discovered that my tire was flat. As a CAA member, I requested assistance to change the tire with an another tire that I had available. However, the CAA representative who arrived refused to change my tire, stating that he would not assist me and suggested I could file a complaint if I wished. His demeanor was unprofessional and confrontational, as he came very close to me during our interaction. Given the poor quality of service I received,

Had an issue with my battery that CAA installed…kept draining near the first year mark…thought for sure it was a draw as alternator was fine….had it checked and sure enough it was a bad battery…this being said the gentleman that tested my battery said it looked fine but further testing proved that wrong. Olivia explained what documentation was needed to refund for the new battery…one day later it was approved and cheque will be sent…I’m so thankful I pushed to check even tho I was told it was ok…sometimes it’s possible to get a lemon and apparently I did…the customer service was top notch

CAA is a fraudulent company and must be reported.
When I signed up for their service last year, I didn't allow automatic renewal.
They went into my account today to charge me and claim my account has been upgraded to automatic renewal. I didn't approve this and everyone should be careful with this company. They even charged me about 2 weeks before the renewal date. What a fraud.

CAA has started using VOIP for their phone in customer service. Bad choice.
After waiting in line for 15 minutes, an agent answers - and the line dies. So I'm back in line, wondering if this is going to happen a second time.

They do not let you cancel easily. You cannot cancel online or over email you MUST call. I have been trying to call in for over a week now and have spent HOURS on hold unable to get through to anyone. It should be illegal to prevent people from cancelling their memberships like this. It absolutely NEEDS to be accessible to cancel online. Because of this I will NEVER have CAA again.

CAA is holding my car in a Collison shop due to a technicality and not responded to my questions.
I submitted a claim in later November for damage to my front bender of my 2009 car. I purchased this car in 2009 and paid it off in 2016. I had a loan with a bank and a lien was incorrectly placed on my car dated 2009 to 2026 instead of 2016.
CAA gave me an assessment on how much money i could get with giving up the car as it was considered a write off.
I declined this assessment and asked for my car back.
CAA refused based on the error of the bank made due to this technicality. I even presented a document to show i paid the car off in 2016.

I called CAA many times for the past 5 weeks and had received no assistance i spoke to many representatives each one unable to move forward or provide me any assistance other than "we will get your assigned rep to call you back within 24 hours."

When I had asked to speak to a manager or a person who would be able to assist me, CAA told me each time I called that a report would call me back in 24 hours which never happened.
Our rep who had been assigned to us was UNRESPONSIVE. There was one time I called to speak to them and the rep who answered became the middle man and relayed my questions to my assigned rep as the assigned rep would not speak to me.
I use my car for work and starting Monday January 6 2025 I will start losing money due to CAAs unresponsive and uncaring and ridgid staff who do not know how to escalate a customer concern.

They automatically took out a payment and renewed my membership without my knowledge or asking if I still needed it and caused me to be behind on other bills as it's Christmas
Told me would take 10 days to get it back thats unacceptable when you took the money without consent that's theft