I just signed up for AMAC Elite roadside assistance and it has not been a good experience.
Here is the letter I sent to AMAC.
On May 3,1 I paid $100 for the AMAC Roadside Elite service. This is the date the funds were charged to my card.
Last night, June 3, my daughter locked herself out of her van and attempted to get help.
When she called the service number, she was told the account was cancelled. I followed up with a call and was told the same. I paid $79 for them to send out unlock service.
When I called this morning, June 4, the customer service rep told me that I had paid on June 3 and that the policy would not go into affect until after midnight. When I explained the charge hit on May 31, he then saw that it should have been in effect and said he had no clue why the problem happened, but gave me an address to request reimbursement.
He refused to allow me to speak to a supervisor and refused to escalate the call.
Since this is GMAC, they certainly have the resources to allow their customer service reps to reimburse, or have an online capability for reimbursement. I can only see this as a method of delaying payment.
I highly recommend you require GMAC to begin providing more comprehensive customer service or replace them as a provider.
Update on my Roadside Assistance saga. It is July 22, and I have not received any response at all from the roadside assistance folks. My $79 may just be gone.
Until/if better reviews of this are posted, think I'll stick with AAA. Been with them many years and during that time I've needed my car towed two maybe three times, all less than 50 miles. That happened without issues or additional cost as it is a part of the membership dues. Also like their road maps and trip tics which are also part of the membership along with a few other perks.
Tried to use roadside assistance again today. They told me the account was expired. When I pointed out that the expiration date was before the first payment, they said they would escalate the problem.
Then they told me I could not get my $79 back without receipts. Since the transaction was done over the phone with them, and they never sent me a receipt, I see no way to meet this requirement.
I would also like to point out that AMAC never acknowledged or replied to my letter. My account did not have any notation on it that AMAC had enquired.
My conclusion is that AMAC does not consider itself to be in any way responsible to its membership for the programs it offers.
This would be a bigger issue than just poor roadside assistance.
Well I did get my money. They credited it back to the credit card used. I am happy to put this behind me, but will not renew for next year.
I never got an acknowledgement of my letter to AMAC.
I never got an acknowledgment of my letter to roadside assistance and would not have gotten a resolution if I had not repeatedly called back.
They never told me over the phone or in writing that they were going to return the money. Now that they decided to return the money, they evidently feel they have fulfilled all they owe to the situation. No recognition of fault. No apology.
Customer service nightmare from one end to the other.
I would like to point out that I have not yet had a successful use of the service. It is very possible if I call in again they will tell me my account is expired or cancelled. The only reason I found out the second time is my husband wanted his motorcycle towed to a repair center and they told him motorcycles weren't covered and his account was expired.
I have AAA Premiere Services -- and have had them for years (10+) actually. Many other Road Services in FLORIDA do NOT hold a candle to AAA; even though - there are horror stories with AAA...
Sorry to say -- I have been a witness to Verizon & Gieco Services - not a pretty picture.
-- Edited by KBroz on Tuesday 23rd of September 2014 06:49:07 PM
I am currently with AAA and our membership expires in September. I would like to see if there are other members out there who could tell me about AMAC's Roadside Assistance. It is almost half the price (comparing what we now have with AAA) but seeing the experience that Sharyl had above makes me hesitant to change. The thing is these posts are 2 years old. What, if anything, has changed so that I can be assured of good service? Thank you in advance.
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Any new reports about AMAC Roadside Assistance? I’m looking for a new Roadside service, AAA is just to expensive IMHO. I know they maintain local offices/storefronts and someone has to pay for it. I don’t use the other services they offer (I know I should, I could save money) as I am more of a spur of the moment person.)
-- Edited by scottae316 on Tuesday 28th of August 2018 02:55:56 PM
My experience with AMAC Roadside Emergency Assistance has been extremely disappointing. I've been a member since 2016 and for the first time I used the "emergency service" on March 28, 2019. I got stuck on my way home just outside the Westchester County Airport in New York State. I called for roadside assistance and after enduring their lengthy menu of options, which belies the "emergency" character of the call, I gave all relevant details and was told to expect a call from the towing service in 10 to 20 minutes. I waited an hour and called back. Again after enduring the lengthy menu I was connected to someone who started the process all over again, and was told I would receive a call in 10 minutes. Forget it. After 3 more calls, and menu tapping, and another hour I asked whether I would even hear back this evening? I was told by the dispatcher "he could not say". The 4:00 pm sun had gone down, it was getting dark and cold. I told the dispatcher that I would find a way home, lock the car, and deal with the problem tomorrow. This was an option for me since I was about 20 miles from home.
Tomorrow came, and I again was told I'd get a call back. After all the car was locked, brakes were on, and I had the key. An hour later without a response I arranged for a local towing company to pickup the car. They did so quickly and the car was in my driveway barely an hour later. Roadside Emergency Assistance never called back.
I submitted a claim, and it was denied because the towing receipt did not have my name, phone number, license plate number, and method of payment. Except for method of payment this information was repeatedly given the evening before. They also claimed that other information was missing which was clearly on the receipt. I submitted the missing information and re-submitted the claim, and was again denied because, and this is verbatim, "We were unable to verify that you called for roadside assistance". I tried to upload my wireless call record that shows 5 calls to the AMAC roadside assistance number totaling 37 minutes on the evening in question, but it did not seem to take it. Maybe a complaint to the BBB in NY and CT, and consumer protection agencies in these states..
AMAC must find another provider for roadside assistance. These people are not honest and just want to take your money and run.
I feel it is only fair to update my previous email where I expressed my experience concerning AMAC's Roadside Emergency Assistance. I definitely feel that my case should have been handled differently, and I contacted AMAC to express my opinion.
Here my experience was excellent. AMAC handled my complaint professionally and opened a conference call to the product providers, which they recorded. I received an email and phone call the very next day from an apologetic Sherry Riley of AMAC Customer Service who stated my claim was reopened and a check was cut for the full amount of my claim.
I wouldn't want to relive this experience but I am pleased at the outcome. It's nice to know that AMAC is an upright organization.
Hi All,
