CAA Store - London

Negative experience: Disappointing. I think i need to cancel my membership. It's unfortunate that there isn't a better way to report what's happening. It's crap and my names attached to this post. Not great for my safety. I have a pic of the truck as well. Hoping caa maybe contacts me.

Negative experience: We have been loyal CAA members for over 15 years, covering two people in our household. During this time, we have rarely used the service—only a few times. However, when we actually needed assistance, CAA failed to deliver. Our car broke down in the middle of the road, just 4 km from our home, on a cold winter night. We called CAA at 10 PM for a tow, clearly stating that the issue was not battery-related. Despite this, they sent a technician to boost the battery instead of a tow truck. Upon arrival, the technician confirmed that a tow was indeed needed. We were initially told that a tow truck would arrive within 40 minutes, but no one showed up. When we called back, the automated system updated the arrival time to 1:18 AM—over three hours later! This was completely unacceptable, given the initial estimate. When I called again to express my frustration, CAA simply told us to find another towing service and request reimbursement later. This was extremely disappointing. The whole point of having a CAA membership for all these years was to rely on them in situations like this, yet when we truly needed help, we were left stranded and told to handle it ourselves. We are extremely frustrated and disappointed with CAA’s lack of reliability and poor service. This experience has made us seriously reconsider our membership.

Negative experience: Complete joke of a insurance company. So I'm on my bike that doesn't require any license or insurance and a CAA policy holder hits me while on my bike, and attempt's to flee. Luckily there was a cop turning and the driver stopped immediately. I have the policy #, his name, police report. I call and sit on hold (like I'm currently 28 minutes) I email. You guys brush me off, won't reply. Don't give a shit. My bike cost over $5g and needs repairs and he hit me in October it's January ffs This happened in London btw. Anyone at CAA want to help the victim of road rage by your own policy holder??

Negative experience: Bad business I was late by a minute to the tow truck and when I arrived they were still there. Talked to the tow truck driver said CAA has already cancelled the service. How can you expect people to arrive within 10 minutes when you make them wait for 3 hours plus. Terrible service but what can we do.

Negative experience: The lady who assisted me yesterday was so lovely and sweet to my daughter, who needed to get her passport photo taken. Unfortunately, when I took the photo in today, it was rejected because the ink on the back of the photo (which displayed the date) hadn't properly dried before it was placed in the envelope so the passport office rejected it and told me to get new photos taken. This was super inconvenient because I had waited for 1.5 hours at that point. I went back to CAA and was originally greeted by the same lovely woman who was so apologetic and said she would get the photos reprinted for me right away. The customer she was with was taking a while so she redirected me to one of her coworkers. This woman did not want to reprint the pictures. Instead of being even remotely apologetic, she was questioning why I needed the photos reprinted and why she couldn't just stamp the other one, as though I was wasting her time and trying to get free pictures? Lady, I don't work at the passport office and if the employee at the passport office tells me to get new pictures, you bet I will. She eventually decided to reprint after they realized that their ink was very new and smudgy. As we were leaving, she asked me if I was intending on keeping the original pictures in the most condescending way. I rudely matched her energy and said "you keep them". My in-laws also went to the passport office yesterday and my mother-in-laws picture was rejected too (also taken by the same CAA location) so taking off a further star. I understand mistakes happen. Instead of being rude to the customer and assuming the worst, be respectful and fix the mistake. It would have prevented any hard feelings and the additional time wasted to write this review.

Fantastic experience: excellent customer service Ashley is fantastic. Great luggage selection as well very pleased. Thank you very much.

Fantastic experience: Very helpful staff and fast service

Fantastic experience: We have. Been long-standing customers of c.A.A, Today was. The first time we actually needed a boost and a fellow name Ben showed up. This guy is who you want to show up!! Knowledgeable, Friendly, And super humble, I tried to tip him and he actually refused. I asked him if he's allowed to take tips.He suggested that he is but didn't want to take. I didn't understand at the time , but now that I think about it , he asked me how much shop time has my car received? I told him not much since were lower income family. He must have remembered that and didn't want to take the tip... I just want him to be recognized for his humanity and please people tip your CAA guy. Especially Ben....

Positive experience: Great service

Negative experience: Rating: 1 Star Review: I had a disappointing experience with a CAA member (License Number BZ56030, Service Number FB11) on November 8th, 2024, around 8:00 pm. During our interaction, this representative exhibited unprofessional and threatening behavior, making the experience uncomfortable and stressful. I rely on CAA for dependable and courteous service, but this encounter fell far below those standards. I hope CAA will address this matter seriously to prevent similar experiences in the future

Fantastic experience: Chris was excellent help with home and auto insurance.

Negative experience: Without a doubt the worst customer service I have ever experienced! As I write this review, I have been on hold for over an hour, I called in for a simple request to cancel my insurance on my summer vehicle and keep fire and theft on it. At around the 40 minute mark, someone answers and puts me back on hold for a "licenced" representative. Why isn't the menu set up to get me to that person right away? Why can't I do this online and they call me if they require additional information? If you value customer service, don't use CAA!

Negative experience: I have visited the store twice to use their passport photo service. Unfortunately, both times the photos turned out dark and the colors were inaccurate due to poor lighting. While the service is quick, that aspect isn't crucial to me, especially since I had to go elsewhere to have my photos retaken. This is an area that needs improvement because it is meant to be a benefit of the membership, but in this case, it was not useful at all.

Fantastic experience: Easy bookings

Positive experience: Not many staff you have to book to make inquiries

Fantastic experience: Staff was helpful, friendly and courteous.

Negative experience: Truly a useless service, they find every possible reason not to tow you. Phone call workers are flat out lazy and unresponsive this company as a whole has completely tanked from poor service skills and uptight call workers

Fantastic experience: I came here this morning with my mom. We needed some help to get photos for an Italian Passport and they went above and beyond helping out my mother. Very professional and they knew what they were doing. I absolutely recommend coming here if you’re looking to get passport photos of any kind. They are the best in London, Ontario.

Negative experience: CAA is not good. I am advised 'don’t waste your money'

Fantastic experience: Fast, friendly service

Positive experience: Friendly staff, fairly quick and good selection of travel stuff

Fantastic experience: Fast service. Lots of parking.

Positive experience: Very informative

Fantastic experience: Stopped to get an international driving licence. The staff was friendly and I got my license done in probably 5 minutes.

Positive experience: Well stocked with travel goodies. Unfortunately service was too slow and initially had only two staff members available. It was painful waiting. However staff very pleasant, polite and helpful

Negative experience: Our soonest appointment is next Monday. Oh, you would like to get insurance on both of your new cars? Ya, it will be next Monday....bye bye....I'll take those thousands somewhere else.

Negative experience: CAA is robbery

Positive experience: Staff were helpful

Fantastic experience: Nice friendly people and travel agents were great for our trip

Fantastic experience: Teara got me from white oaks mall, very friendly and told me she loves her job because she can help people. Great person and CAA employee

Fantastic experience: Ashley was so nice and took a really great passport photo of me :) quick and easy. Great service

Fantastic experience: Got our passport pictures taken. Quick service.

Negative experience: Horrible service

Negative experience: customer service was terrible very rude in person

Positive experience: Good company excellent service

Positive experience: Very expensive for medical when snowbirding we go elsewhere now. We like the road service and free maps. Staff are very professional. Freindly and knowledgable.

Positive experience: Great place for maps and other things but if you want to book an appointment with a travel agent, expect to wait a week or so. We went somewhere else.

Positive experience: Everything is going well, very quick service

Fantastic experience: I just want to let you know that I have never had any issues with CAA and I have been a member for 50 years. Everyone I dealt with have been very polite and nice. If they couldn't come right away they always kept in touch with me. Yes I have had an accident, many times to give me a boost and now do my winter tires. Thanks to all. Love the blanket.

Negative experience: This isn’t an issue with this location, but with CAA in general. On September 29, I was involved in a comprehensive collision .. I was advised by CAA towing that they would tell me to the nearest dealership because my vehicle is an EV. I want to preface this by saying it is not an EV issue, it was an issue with a boulder hitting my front tire damaging the controller. CAA was supposed to have an appraisal done, which they did very timely, but the communication from the appraiser and My adjuster has been absolutely abysmal. We are now almost a month later, and the approval has not been figured out so that the company can order the parts required to fix my vehicle back to new I have never dealt with an auto insurance company that has been so reluctant to communicate with its client regarding the accident. Moreover, it feels that the left hand doesn’t know what the right hand is doing with this company. Every time I call and speak to CAA directly after over a hour wait time…one of their customer service reps proceeds to get work done, but the adjuster does absolutely nothing! The last time I spoke with him, he complained about his personal life, and that he has too much on his plate, and that sometimes he forgets to do things. This is absolutely, unacceptable by an insurance company! If I had known this, I would not have signed up with CAA, and would not recommend them at all! This has been a very disappointing situation, and I don’t wish anybody to have to deal with it!

Negative experience: Got stuck in London on cheapside and called CAA for help. I was on a busy street during rush hour with no power. I couldn’t put my 4 ways on, I had no heat. I mentioned this and was told if I fear for my life to call 911. Traffic was backed up, people were screaming at me to move my truck but I couldn’t. I have a 4x4 truck with a lift and also told this to dispatch and they sent a regular tow truck instead of a flat bed. I was already stressed about the situation and CAA made it worse. Worst of all the tow truck driver came from sarnia Ont. I had to wait 4 hours for a tow on a busy street. With no power, I should have asked one of the 3 other tow truck operators that stopped to ask if I need help instead of thinking I could rely on this service. Utterly disappointed to say the least. The tow truck driver was absolutely amazing, very friendly and tried his best, dispatch on the other hand is garbage. Seriously rethinking my membership and upcoming renewal.

Fantastic experience: Ben is awesome! Arrived shortly after I called, changed out my flat and I was on my way in no time....thank you Ben and CAA

Fantastic experience: Staff is freindly and answered all questions.

Fantastic experience: Polite and prompt service

Fantastic experience: Good people to deal with. Very helpful.

Fantastic experience: Car wouldn't start this morning..Called CAA.Within 1/2hr Ben came and diagnosed issue as a dead battery(it was 7 yrs old) and replaced the battery.Extremely polite and friendly service.

Fantastic experience: I went looking for maps of different states in the U.S. They had them all there and were very helpful.

Negative experience: Very dissatisfied with the service , I requested a tow service around a week ago, they made me wait for four hours with my car in the middle of the road and leaking oil, then on top of all this the driver kept the car keys with him after we told him to leave them with the car at our repair shop. When we called CAA about the keys they told us they’d call us back and we didn’t hear anything from them for about a week until we had to call them again. Bad service.

Fantastic experience: Excellent customer service

Fantastic experience: Great store and the staff were very helpful.

Fantastic experience: Very friendly, efficient, and knowledgeable.

Fantastic experience: I got free (PR card) photos and free maps.

Fantastic experience: Friendly service. Good sale was on the luggage. Is a busy place but the line moved very quickly.

Fantastic experience: Super helpful staff

Positive experience: They do have great items for traveling and the CAA membership was also recommended by my insurance company. I feel protected and assured that I will be looked after

Fantastic experience: Fast and friendly issuing of international driver’s license

Fantastic experience: We went in to check out a couple of trip ideas. The lady who helped us was knowledgeable and helpful! Lots of great accessories for traveling too.

Fantastic experience: Mary Taylor is awesome to deal with. Very customer focused, a wealth of knowledge and was so helpful in booking our trip to Europe. I won’t travel overseas without her help.

Fantastic experience: Prompt and professional service. Provided what I needed — an international drivers license!

Fantastic experience: My husband and I have a family wedding to go to this summer and we to book with CAA. Adriana Zavitz helped us with our last visit. She took the time to go over everything with us and suggested options. She was an absolute pleasure to work with. We will definitely work with her again.

Fantastic experience: Professional & enthusiasts workers. Pleasure

Fantastic experience: Knowledgeable, friendly and efficient.

Fantastic experience: Great service!

Negative experience: The employees were goofing off more than anything. Not professional, up-sold an old senior couple on everything they offered. Would advise to stay away. Unfortunately, they're the ones handling Canada's internal driving permits.

Fantastic experience: My truck would not start. I called CAA and within an hour they flatbed it and tooky dually to the garage with prompt and satisfying service.

Negative experience: I've been with CAA for about 6 yrs. I've towed for them and have referred them for 30 yrs. 12 days ago I took the insurance off my car because I bought a truck. Today I called to put insurance on my car because I'm having truck problems. They want 3 pics to reinsure it. Because I speak loudly, I was told I'm yelling and got no help. I'd hate to have to make a claim if this is their standard help.

Fantastic experience: Went in for an international driver's permit. Quick, efficient, and friendly staff got me sorted out in 10minutes start-to-finish. Awesome experience.

Fantastic experience: Friendly and helpful

Positive experience: Very busy.

Positive experience: Received a very competitive quote on care insurance with Caa. Chris was very knowledgeable, i will be going with them.

Negative experience: not even worth the star !! not knowledgeable in any car issues even simple call to replace battery process is not accurate.. made a call to have battery replacement and installed and said.they can't cause it test for no power lol and without power to test they won't replace just mind blowing totally not recommend

Negative experience: I called CAA last night at 8:00pm to have my vehicle towed home and I still have not got my jeep home yet and it's now 10:10am in the morning the nexted day I am not happy.

Fantastic experience: Just bought tickets to travel to Japan in May. Everything went smoothly. Thanks to ADRIANA, she was beyond amazing!!! Super friendly, knowledgeable, helpful. I can go on and on and on. The best customer service I've ever had!! She deserves a raise!!

Fantastic experience: I highly recommend CAA . My only regret is that I didn't join sooner.

Fantastic experience: Very good and fast

Fantastic experience: I was planning a short trip and needed travel insurance. I tried calling twice, and had to leave my name and number. I did get a call back within a couple of hours. The lady i spoke to was very helpful & knowledgeable. The price was affordable as well.

Negative experience: Awfull customer servive they will fimd any reason not to pick up a car the drivers know they will be paid either way.. litteraly refused to tow me beacuse of expired tag but still marked down as if it was towed...

Fantastic experience: Knowledgeable, helpful, efficient and professional staff. Wide range of services and excellent variety of travel essentials inn the store.

Negative experience: This service is terrible! We will be canceling right away!

Fantastic experience: Wonderful

Fantastic experience: Great attention. Very friendly professional.

Fantastic experience: Got my International driving permit in 10 minutes. Excellent service

Fantastic experience: Good service and pricing on travel insurance

Negative experience: Did not travel there and waited on line for so long, I hung up without the info.

Fantastic experience: Easy to access, fast efficient courteous service.

Fantastic experience: Quick and friendly service.

Fantastic experience: Nice friendly staff, quick to respond to questions and with helpful tips.

Fantastic experience: Got my travel insurance without a wait.

Negative experience: Brenda is a very unprofessional officer. Her explanations change every time I come. I am really disappointed with her.

Fantastic experience: Great staff to help plan a trip, or get travel insurance.

Negative experience: Not the store; the roadside customer service aspect, reliability & business representation. Absolutely horrifying; annual membership holder. You never need them or their services until its crucial. The one Time I've actually been in such a situation, was SADLY disappointed with being told I wasn't going to receive the "quick jump start" for my battery in my personal work vehicle from which I own. Cancelation on membership.

Negative experience: I've been a member of the CAA since 2003. When I needed to tow my cargo van from a customer, they told me I had to unload all my tools or they wouldn't tow me. I had nowhere to unload, so I had another tow truck. Lost money for membership. I do not recommend!

Fantastic experience: Such great service. Got me signed up and gave the the maps and trip book I needed. All with a smile. Thanks!

Negative experience: Super happy you have reopened but too bad when I call for member services (option 2) it rings and disconnects every single time.

Positive experience: Staff was very kind and professional.

Negative experience: On strike no service

Fantastic experience: Great service! Had just gotten an estimate for travel insurance and was going to pick up the paperwork when I read about the store closures due to a strike situation. I hope things are cleared up soon!!

Fantastic experience: Very nice and helpful people.

Fantastic experience: Great staff, super helpful. Great prices for members.

Positive experience: Lots of cool a travel accessories....check it out!!