CAA Niagara - Administrative Office

Fantastic experience: I was stranded with 2 motorcycles and Devon was fast, efficient, and extremely kind! He was very gentle with the motorcycle when loading and off loading, and helped me take it apart to get to the battery to jump it just incase it was dead and he jumped it back to life! Amazing service, I never ever regret my CAA membership because of the quality of their customer service and the drivers are beyond helpful.

Negative experience: I am writing as a long-standing Plus Member of CAA Niagara to formally raise a complaint regarding the unjust denial of roadside towing service, which I believe violates the spirit and potentially the letter of your membership terms. On Apr 21st, 2025, my vehicle broke down in Niagara Falls, Ontario. I requested a tow to my trusted mechanic, DP Automotive in Cambridge, Ontario, a distance of approximately 128 km. Despite this being well within the 200 km towing coverage of my Plus Membership, your agent incorrectly claimed that towing was limited to 100 km and refused service. I was speaking with a representative named Nikki at CAA Niagara, whose conduct was entirely unprofessional and dismissive. When I requested clarification and asked her to cite the policy clause under which the tow was denied, she refused to provide any documentation. Instead, she curtly stated, “I’ve told you we’re not going to tow,” and then hung up the call. This is unacceptable behavior for a customer service representative and reflects poorly on CAA Niagara’s service standards. In an effort to resolve the issue, I had the vehicle privately towed to Beamsville, Ontario, which is within 100 km of Cambridge. When I requested service again, I was told that since I had moved the vehicle closer, CAA would now refuse service based on alleged “piggybacking” or “staging” of the tow. This reasoning is deeply concerning. At no point in your clearly advertised benefits does it state that: 1. Tows are limited to 100 km under Plus Membership. 2. A vehicle cannot be moved closer to enable a legitimate tow within the allowed distance. Instead, I was met with shifting justifications and what appears to be a coordinated attempt to deny a legitimate service. This contradicts the member benefits promoted on your website and brochures. I feel misled and disappointed by this lack of transparency and poor customer treatment. I am requesting: • A written explanation citing the exact clause under which my tow was denied. • A formal apology and acknowledgment of the mishandling of my case. • A refund of any out-of-pocket towing expenses incurred due to your refusal. If no satisfactory response is received, I will be escalating this issue to the CAA National Ombudsman, Better Business Bureau, and Consumer Protection Ontario. We are also discussing with consumer protection lawyers to potentially file a class action law suit against CAA.

Fantastic experience: CAA came to my rescue on christmas day very happy with the service.

Negative experience: I'm deeply disappointed with the rude behavior I experienced from CAA's customer service. The representative was dismissive and unhelpful, making the situation even more frustrating for a new member who joined CAA last week and this was my first interaction with CAA. Instead of resolving my issue, I was met with attitude and impatience. This is not the level of service I expected from such a reputable organization. I hope CAA addresses this lack of professionalism.

Fantastic experience: The customer service I received was excellent. The lady I dealt with helped me out with changing cards and lowering my cost. Well worth while subscribing to CAA yearly for many benefits they have

Fantastic experience: April and Dianne were very helpful, accommodating, and professional over the phone. Thank you for your help!

Negative experience: BEWARE: TERRIBLE service today. I have 3 motorcycles in storage as I live in apartment & CAA has been there. Today I needed 1 picked up & taken for repair. CAA refused to come on Storage Site. BE AWARE motorcyclists or clubs

Negative experience: I am contacting CAA Niagara 3rd time from 2021 and rudeness, lack of professionalism and no willingness to help just made me think if I need the service all together. But.. I found out that not all the CAA offices are the same and if you work with Toronto, Kingston direction, representatives are very nice and service is amazing. I don't remember all the names I dealt with in CAA Niagara, but this last time was outrageous rudeness from agent Jodie and while I needed help being with a flat tire on 401, she was giving me attitude and absolutely no help .

Negative experience: The worst workers you ever see!

Fantastic experience: THANK YOU isn’t even enough words to say how grateful I am for your tow truck driver Mike! Today my car stalled and engine died right on brock road , right by the intersection of timmies and Niagara region. I was stuck with my 4 ways on with no AC in one of the hottest days with my son in the back seat. Your driver Mike was on his way back to your headquarters and saw me and pulled over and asked if I needed help! I have a membership, and had forgotten my card at home and my sister was in the way with it. Mike was absolutely amazing. He let my son and I sit in his truck while he got my car I his truck bed and brought us off the road and into a safe parking lot! He then made sure that my son and I stayed cool, while I waited for my sister to show up I literally was in tears I am so thankful. I truly can’t thank Mike enough. Thank you, thank you, thank you!! Sharlene

Fantastic experience: I don't use caa myself, but I found a lost wallet today with a membership in it, so I called and explained what happened, and the call taker was awesome in getting a hold of the owner of the wallet, the owner called me and the walled was returned all thanks to caa. Highly recommend these people simply for the amazing customer service!

Fantastic experience: Nice staff clean and accessible

Negative experience: Taking money but not providing service Not worth it Very bad customer service and experience

Fantastic experience: Has my battery replaced by Jim from CAA Roadside Assistance - right at home in my driveway! He was super friendly and greeted me with a smile which was nice first thing in the morning! He tested my battery and confirmed it was dead and quickly replaced it with a brand new one with an excellent warranty. And the price was less than any of the quotes I had gotten from any of the shops I'd called. Not to mention, none of those shops would come to me the way CAA did! Thanks to Jim and CAA for the superior service! And thanks to the dispatcher Gail for being so helpful and putting me at ease! I'm a member for life!

Fantastic experience: Amazing and very pleasing

Fantastic experience: Very helpful and knowledgeable. Staff easy to deal with

Negative experience: I’ve used CAA on the basic plan for 12 years and always had tows done within the Niagara region. Suddenly this past year every call I make is a couple km over the 10km with the basic plan, today I needed a tow from welland to St Catharines and they’re charging me 54$ after I pay a membership fee! If I was CAA, I’d consider upping the Basic 10km plan (especially if it’s within the Niagara region) as i can’t imagine most calls fit under 10km, or reducing the fees charged per km. Disappointing to see CAA push for more money after being a loyal customer with zero issues for over a decade.

Fantastic experience: Always helpful

Fantastic experience: Extremely helpful and pleasant.

Fantastic experience: Service inpecable. There were no handicap parking spots so the girl brought it out to me

Fantastic experience: I have used CAA twice this year. Once for battery replacement and once for a tow. Both drivers were really helpful and courteous and both got to me in decent time. A shout out to driver #50 for my tow today, I really appreciate your helpfulness and stellar service at a bad time for me.

Negative experience: We used CAA Thorold location for a group travel in January. It’s August and have been waiting for our group discount refund that they didn’t process when we booked our trip and said they were working on it. My parents are seniors that paid and this service is unacceptable. I do not recommend using the travel section at all. Save yourself a lot of back and forth emails and money and use someone else.

Negative experience: Very expensive....never call me back

Fantastic experience: I love CAA. I have membership for family, car & house insurance. Always helpful when I call. I've used them 3xs already this year

Fantastic experience: The Attendant who helped me on Saturday March 18vwas very helpful.

Fantastic experience: Went during the day and wasn't that busy. Got help nearly immediately and was swiftly assisted. The clerk we dealt with was polite and kind as was the other staff. I have no complaints

Positive experience: An interesting experience. Went in simply to pay directly due to bank changes. No formal reception, no receptionist.‍♂️ Desks on either side 2 of which had service people and were busy. Ended up sitting in tge middle lobby for 20 minutes. Ince the lady was free she was perfectly lovely. Unfortunately I miss having an immediate reception as you feel ignored, ehich although is likely not their intention, was in fact how it felt.

Fantastic experience: Super fast and friendly!

Negative experience: I have CAA membership since 2019 I have auto renewal I got stuck in snow yesterday 8am called CAA and guy shown up after 5 hours he just looked and said can't do nothing till 27th(even I wasn't in ditch or accident) i stopped at stop sign and couldn't go forward I had to leave my car. After couple of hours someone works for Caa contacted Me to take it out for 100 bucks cash ..looks something strange.. What is the point to get CAA membership..

Fantastic experience: Friendly staff. Beautiful location and building.

Positive experience: Just joined and they towed me right away but tow truck was slow in showing up

Fantastic experience: Staff are very polite and friendly great service and I will return

Fantastic experience: Had the most courteous tow truck driver today. Very helpful during a stressful time which made things so much easier.

Fantastic experience: Melissa in vechile insurance was awesome very professional and very knowledgeable

Fantastic experience: Great manner

Positive experience: The woman who assisted me with travel insurance was very helpful and friendly.

Fantastic experience: Awesome customer service! Melissa helped us completely getting our needs met. Love the new office as well!!

Positive experience: Girl on the phone was young obviously not much life experience needs to learn about dealing with older people

Fantastic experience: Great service you can have in the middle of no where.

Fantastic experience: This is such an amazing travel agency if you are looking for a spectacular Disney vacation look know further go see Dayna she went above and beyond for myself and family she is so friendly genuine and truly making are vacation memorable ❤

Negative experience: Avoid this company as they actively violate the young offender act during thier hiring process. Use a private company other then this faceless company that happily violates people's rights & freedoms

Positive experience: Great service albeit a bit slow.

Fantastic experience: Always helpful, great customer service.

Negative experience: Beware. I'm writing our experience with the team from this location. We understand that accidents and mistakes can happen and were completely mindful that businesses are entitled to some time to rectify issues that require assessments etc. However, this post comes down to one person, the fleet supervisor Bill Tripp who failed to make it right. It was months and months of phone calls, emails, text messages, with no response and no regard. It took threatening litigation to finally start making headway with him. Excuse after excuse with empty promises. Whatever you do call the cops. We were blissfully unaware of how much time we would be spending chasing after their company to right the wrong they caused us. We should have called the police to file a report when it happened in December 2021. Finally after 7 months we have a cheque (*not even the total for repair we just agreed to compromise for atleast some compensation*) to be used towards damages. Google review doesn't allow for videos but we have a recorded phone conversation with their team. They need to invest into their company to improve the quality of service they offer. The drivers inexperience cost them time, the supervisor almost cost them a hefty legal bill, their reception team has no idea how to step up the complaint process when a client requires someone higher up to step in. I'm thankful it was only our lawn that was impacted and not our buildings or vehicles. I'm immediately advising all friends and family to take photos of their property before and after CAA responds to a call.

Fantastic experience: Great service

Fantastic experience: Excellent service

Fantastic experience: Needed help with adding wind shield washer fluid to New Santa Cruz Truck and with in 29 minutes service was completed.With cast on my right hand I could not open hood.CAA Road assistance tech gave me lesson how to open hood next time.I have been a member since 1986.Thank you

Fantastic experience: Great and quick response. Lack of enterprise wide data management system though. If you call the wrong branch they'll not be able to see if you exist in their system.

Negative experience: It was closed for renovation

Fantastic experience: The staff were very helpful and took care of my request quickly. Thanks

Fantastic experience: The gentleman was very helpful and very respectful as one of caa's Representatives I would recommend him to customers

Fantastic experience: Always great service! A CAA membership is a must have if you’re a vehicle owner. It literally pays for itself.

Fantastic experience: Very helpful! Sheryl was the one helping me in planning my road trip and she gave me a few maps and told me that as a member I have access to the trip tick online and can customize my own road trip the way I want!

Fantastic experience: Extremely fast and courteous

Positive experience: The driver was friendly and got the job done but the time lineline to be there was not correct.

Fantastic experience: Very polite accurate and best investment I have ever made

Negative experience: We booked a trip to Italy. The hotel in Rome was great. The problem was when we picked up our car to continue our trip. The agency was closed. Italian holiday. The agency told us that we could of picked up the car earlier but no forward information like our hotel was given to them. Imagine it was extremely stressful and upon return did not compensate us for the incredible blunder by the CAA associate who obviously did not do her homework. Very stressful day.

Fantastic experience: Excellent customer service

Fantastic experience: Great service quick and very great customer service from the driver!

Fantastic experience: Service you'd always expect. Always a pleasure when I go there. Helped me with many get aways...

Fantastic experience: Best carpet cleaning I have used!!! Very professional

Fantastic experience: Great customer service

Negative experience: The person I talked to was rude

Fantastic experience: Extremely happy with my service. Had my tires changed over to winter tires. Not only do they put the tires on, they also check under hood and fluids. I like how they do it right in the driveway. I highly recommend this service

Fantastic experience: Appreciate the convenience of having tire change done in driveway. No lugging tires out of storage.

Fantastic experience: Always helped me out they have been quick to get to me and affordable.

Positive experience: People are nice. But when moving from St. Catharines to Niagara falls car insurance went up $70 (nothing other then address changed). Will be looking at other places at end of policy.

Positive experience: Very helpful

Fantastic experience: Great service

Fantastic experience: On a day trip to the falls when our car broke down (3 hrs from home) From the operators to the tow truck drivers, they all went well above and beyond making sure our car was safe for the night and towing it home the next day! Well worth the membership!!!

Fantastic experience: Great Places to research and relax

Fantastic experience: Friendly & helpful travel agents

Fantastic experience: I always like going there. The people are so courteous, friendly and helpful.

Fantastic experience: Great service. Triptiks are a must for road trips.

Fantastic experience: Beautiful building excellent staff was able to book our get away vacation and get passport photos and application very pleased with the service

Fantastic experience: My experience with CAA was really great the service at the front desk was pleasurable the staff were very happy and its a very clean and comfortable facility

Fantastic experience: Friendly and very helpful

Fantastic experience: Always greeted with a warm welcome. Always accepted as a important client with what is usually more questions then anticipated. I'm always treated with respect and always received a warm greeting.

Positive experience: Fast presents .

Fantastic experience: Me and my girlfriend booked a vacation to Cuba through CAA the lady that we got as our travel agent was very nice. the building is very big as well space has lots of parking as well very family-friendly environment would go here to get recommendations for holidays again.

Fantastic experience: Very helpful and friendly.

Positive experience: Very helpful staff but I wish they had longer hours.

Fantastic experience: fast passport photos

Fantastic experience: Great service and tour staff. Also operates as Tuxedo tours. Experienced tour staff

Fantastic experience: I used the C.A.A. travel agency to book a vacation AGAIN. I have tried booking online myself and they have always come across as less expensive and I have the C.A.A. backing me up if something goes wrong!!! They're very educated in all travel. Wouldn't trust anyone else with my hard earned money. Tell Ursula I sent you!!!

Positive experience: Great staff, knowledgeable and friendly. Well worth the visit to get advice on travel, road service, insurance or any automotive need. And the reward points are fantastic.

Fantastic experience: I'm a CAA fan. I have roadside assistance, my car, home and life insurance coverage through CAA. Their travel services planned and booked our honeymoon trip and it was perfect. I have been on 3 CAA day trips and each was enjoyable.

Positive experience: I've been a CAA Niagara member for quite a long time. The past couple times I've gone into the office have been okay, at best. The last time I went in, the clerk grumbled a bit about having to serve me on her lunch. And I had to wait for that (have been left to wait quite a long time, both times). My phone calls in to the operators are pretty good, though. They seem to be quite pleasant and informative.

Fantastic experience: Great place to get all your travel, membership, and insurance needs

Fantastic experience: Excellent experience, fantastic staff

Positive experience: Great staff. Especially the front counter

Fantastic experience: Wonderful organization. Group tour section definitely first rate.

Negative experience: Je suis vraiment peiné de l'accueil. Pour moi qui est français et ne pouvoir me faire servir dans ma langue. Nous quand le monde vienne au Québec ils ont de l'info. Je trouve malheureux car le Canada est aussi mon pays. Nous avons une belle charte qui est rasise envers nous.

Positive experience: Friendly and helpful staff

Fantastic experience: Need a travel agent? Stop in and speak with any of their friendly agents.

Fantastic experience: Easy to get to- not too busy