SHOCKING SERVICE

Absolute worst service from any provider to date. Yesterday afternoon around 16h10, my driver contacted my office to say he had a blow out with one of our trucks on the N1 Southbound near Olifantsfontein. We immediately contacted the AA as we have been with the "Emergency Towing" company for almost 20 years.

Firstly the line connectivity is terrible, you hear your own voice with at least a 2 second delay, making it almost impossible to provide clear instructions of where your vehicle is and who they can contact to arrange assistance.

Secondly, 20-minutes after we reported the breakdown and was assured assistance was on its way, does another agent from the AA contact us back to say they cannot help us as our service is not valid and we need to contact the accounts department to resolve the issue before they can help us. They advised that they can assist us, but only after they provide us with a quote to tow our truck that we needed to accept. We checked our side to make sure that the debit order was paid on 01/02/2021. We explained this to the agent and proceeded to wait 10 minutes before some sort of authorization was issued to assist us.

By 18h20 my driver confirmed that no one had arrived to help. I then contacted the call centre again to find out what was happening - we were assured that someone was on their way to assist my driver. I contacted my driver to inform him that help was on its way - my driver then said that he had received a message on his phone from the AA with a link, providing details on the progress of our request. Upon opening the link, we saw that the ticket was marked "COMPLETE" - yet less than nothing had been done to assist my driver and no one had pitched up. Another call back to the call centre, only to be assisted by yet another agent, that we had to explain the entire situation to again before they could assist us. The lady we spoke to was Katlego, we were promised that they were going to investigate and get the Commercial Department to give me a call back. By 19h30 we hadn't heard anything even after being "PROMISED" that someone would contact us back, I then proceeded to contact the call centre again to speak to Katlego, another agent advised that she had already left as her shift was over. Sadly, not only did she not return my call, she also failed to arrange any assistance for my driver who now has been stranded on the side of the road for 3 and a half hours. Once again having to go down this road to explain the situation, provide details of what happened and where our truck is standing, to get assistance - promised again that someone would contact us to let us know that assistance is on its way. AGAIN no call or update on what is happening. 5 different call centre agents all promising to contact us back, and yet not 1 of them did, 100% failure rate.

At 20h45 someone eventually arrived to assist my driver who had been waiting for almost 5 hours. To date, this is the worst service I have yet to receive from any service provider in South Africa. We have been loyal customers for almost 20 years, only to be treated like this. We would like some sort of response regarding this matter urgently.