CAA Store - Kingston

Negative experience: I went through an insurance broker which gave me CAA. Scoop is the broker. I am unimpressed with either. I had to fight to get my pink slips and was never notified two months in advance for my renewal dates, making impossible to look else where as there would be a big cancellation fee. CAA now doesn't send you pink slips only digital. Customer support was appalling and the run around to get any information is insane. If I could rate this lower than one star I would.

Positive experience: The CAA Store in Kingston, Ontario, is located at 768 Gardiners Road, Unit E200, near Starbucks. They offer a variety of services, including travel planning, insurance options, membership services, and automotive products.

Fantastic experience: These employees are the best!

Negative experience: This store has terrible customer service Caa has great benefits Most people who go In there are about to travel and are generally in a good mood. The staff is not friendly and does not even greet you

Negative experience: Left for 2 hours on the side of the highway with no answer from dispatch or drivers, and being assured they would have a truck over within 30 minutes when calling at first. Poor customer service

Negative experience: No one ever picks up the phone

Negative experience: Travel service is made up of staff 2ho aa4e overworked a

Positive experience: Professional experience

Positive experience: I had my son’s passport photos taken here. For context he is one year old. The setup for his photo was a swivel, backless bar stool type chair with a wood crate sitting precariously on top. To avoid having my hand in the photo, I had to try to stand back while also trying to ensure he didn’t topple over on this super questionable setup. I don’t think it is too much to ask to have a high chair or other, safer setup at the ready for infant passport photos. Especially if you are catering to paying membership clients. That being said, the individual assisting us was very kind and patient with my little guy.

Positive experience: Insurance agents and manager not helpful or friendly at all manager rude to customers. Maybe she had a bad day. Staff at counter were very helpful and pleasant

Negative experience: I made five attempts to renew my CAA membership today. I can’t believe it took five attempts. And I’m still not have it renewed. I went online to my membership account. It kept taking me in circles. I called one 800 number. In fact, I called two different one 800 number listed on their website. And after I chose the option to renew membership, The phone line sounds like it’s dead. Update I finally got through to customer service. No idea why I can’t renew online. It’s ridiculous. And I find out that the basic membership only gives you 10 km for a tow. I’m not impressed. Mary Cross

Fantastic experience: Great service and friendly staff. Got what I needed fast..

Fantastic experience: Extremely helpful and courteous staff. Quick and painless experience. Exceeded expectations!

Negative experience: Never answer the phone and don’t return messages

Fantastic experience: Great service and good selection of luggage and travel supplies.

Negative experience: Soo..you THINK you have insurance when you purchase CAA, but BEWARE. CAA hires unreputable service providers like Jack's Towing (Kingston, ON). Let me put this in context...our son rolled our car on Sept. 24 avoiding a deer. Thank the Lord, the airbags deployed and he was not hurt. I called CAA and they sent driver #TO-129-734-332 from Jack's Towing. He TOLD US this was an insurance claim and towed the car. We did not have collision/comp insurance on the car. Our 16 year old son was charged $634.88 for a 24 km tow!! TODAY, I learned that the 'driver' (from Jack's) CANCELLED the CAA call (how is this possible without authorization from me, the client?) Our accident became a private tow to benefit the towing company. Have a look at the invoice. If the call was cancelled, why were we credited $40.00 in CAA fees? Got ya thinking, huh?

Positive experience: Friendly staff

Fantastic experience: I have a newer vehicle so I don't expect issues, when they occur I hit 0-100 quick. The app to request roadside assistance wasn't working so I had to call, shockingly the automated service was good! It said I would have to wait 102 minutes which sent me over the edge tbh. As I sat there anxious about having to share a tow ride with a stranger, I shoveled sushi into my mouth with my bare hands because the restaurant I was broken down infront of forgot my chop sticks. Much to my surprise less than 20 minutes later my knight in a shiny white truck pulled in, parking sideways like he was some kind of big deal. Out hops Sterling Cobb, a name no one could forget, and gleefully skips over to my truck. Told me to pop the hood, let's boost it..I'm skeptical. Well he was right. Nothing major, just a big dumb V8 needing some help. Crisis averted!! 1 minute and a fist bump later Stirling saved the day, and he didn't even mind that I had avocado under my finger nails and didn't follow direction well. If you have to be broken down...you want this absolute prince to come rescue you.

Fantastic experience: We have received outstanding service from Sterling Cobb on two separate occasions when we encountered car trouble. Very knowledgeable, professional and helpful. He provided suggestions for an easy fix that would have taken me so much longer to figure out. Saving me time and money.

Positive experience: In and out very quickly to renew

Negative experience: This CAA helped me in the past no problem. Then I called because my battery was dead and the person I was speaking to told me they couldn’t provide me service due to a policy were the card member must be present at the vehicle! LEAVING ME STRANDED! I was far from home and my parents were helping my brother move into a new apartment in a different city. The vehicle belongs to the card holder and they still refused me service. When I asked to speak to a manager they put me on hold for 10 min and then disconnected the line. Making me cue up again for service. ABSOLUTELY ATROCIOUS. I am a young female on the side of the road needing help… this should be unacceptable .

Fantastic experience: Friendly, service and the roadside care has been great. My membership has been the best investment since I do a lot of highway driving. Thank you.

Positive experience: CAA was efficient and helpful . Even though CAA got confused and sent a flatbed instead of a dolly , Jacks towing service were fantastic . They were friendly , helpful ,and knowledgeable . I would highly recommend using Jacks towing service . Thank you CAA for the amazing service using Jacks Towing company .

Fantastic experience: Great service, friendly, clean and tidy

Negative experience: I do NOT advise getting car insurance through CAA. Absolutely deplorable service and a very stressful experience for my elderly parents. My father had his car totalled in early Oct (it's now mid Dec). They had rental car coverage for a couple weeks during which time they had hoped to get final word and compensation for their claim. During that time they were assigned an adjustor (Mr. Tanner) who failed to return messages or give clear information. After waiting a month they finally purchased another vehicle while still waiting to hear back from CAA. I also have made several calls on their behalf (Mr Tanner did not return them). At this point, 2 months after their accident they were informed they needed to sign an emailed form to release the funds. They explained to Mr Tanner they would prefer the form be mailed (they are in their 80s and don't use email for these things). It has been 3 weeks and they still have not received the document to sign. I called Mr Tanner myself and requested he send the form to my email so I could print it off for them since he had failed to mail it through Canada Post. He has not returned my call (not suprised as he hadn't returned any of my previous attempts to connect with him to discuss). Every time you call the adjuster he is "out of office". So here we are more than 2 months after the accident, my parents have not received the reimbursement they were told they would be getting and are out of pocket for 30k they needed to buy another vehicle. The most frustrating thing is the lack of communication and even when calling the 1800 number to escalate this we are told we must speak with our assigned adjuster. In person visits to the Kingston store - same results: told to call the adjustor. What a disgusting run around. This has caused SO much stress for my parents. First they had to wait over a month to hear if they were even getting any money back and then 2 months later still waiting for the release of the money! Save yourself a massive headache and go with TD insurance. I had an accident a few years ago and it was 100% sorted within a week! CAA car insurance is horrible!! Update: My father passed away May 20. I absolutely credit CAA insurance with causing him undue stress which contributed to his decline! I have been ON HOLD with this company for ages now trying to report his death and change primary insurer to my mother. When I DO get to speak to someone they transfer my call, put me on hold again to the point that the system actually DISCONNECTS the call! I am beyond infuriated by the poor communication and treatment of CAA clients! I'd also like to add that it took 5 months before my father received a cheque re his claim. Just deplorable! Do NOT use this company!

Negative experience: The staff were having a meeting while there was a gigantic line. We sat there, watching them have a meeting while we waited 30min.

Fantastic experience: Very good people very helpfull with suggestions and follow through . good savings on total insurance home and TRUCK.

Fantastic experience: Joanne could not have been more helpful, arranging medical insurance for a 10 day trip to the USA. After a high quote, she tried another route (a package) and more than halved the first quote. Thank you Joanne!!

Fantastic experience: Friendly

Positive experience: Being a CAA member, I wanted to buy travel insurance for a trip I was planning. Couldn’t get through to the local CAA after several attempts. The voice responder asked me to leave my name and contact details. I did receive a response - unfortunately for CAA the reaction came after I had bought insurance coverage from another provider.

Fantastic experience: Sterling was man-tastic! He was super charismatic, very professional, and kept the unfortunate situation under control! God bless you sterling for getting “pearl” to her destination! Give this man a raise! Sterling you’re a gem and keep keeping it real brother

Negative experience: phoned to get a quote on home and auto,they want safetys done on all 3 vehicles,wheres the savings there.

Fantastic experience: I don't have a membership but dropped by in order to get my passport photo done for 20 bucks. Fast and convenient with no line up or prior booking. Was all done in 10 minutes.

Positive experience: Called CAA, looking to buy insurance. The lady who took the call was pleasant enough, unfortunately, looks like I didn’t fit the bill for their preferred customer profile, so had to shop elsewhere.

Fantastic experience: I took my 7 year old Grandson in for a Passport Photo , In and out very quickly, They were very patient and accommodating , Made it quick and fun for him , and at $10.11 you cannot beat the price

Fantastic experience: Very friendly and helpful girls

Fantastic experience: If you have a car or drive you should have CAA its a life saver

Negative experience: SO STUPID !!! CLOSED DURING LUNCH HAVE THEY EVER THOUGHT ABOUT ROTATION??? OTHER COMPANIES DONT CLOSE BECAUSE OF LUNCH BREAKS... THEY ROTATE ONE AT A TIME. I WATCHED 10 CUSTOMERS IN 15 MINUTES TRY THE DOOR AND COULD READ THEIR LIPS CURSING AND SWEARING SHAKING THEIR HEAD IN DISBELIEF. HOW SELFISH TO THINK ABOUT YOURSELF INSTEAD OF THE CUSTOMERS WHO MAKE YOUR PAYCHECK. WHEN I COME IN THERE... I WANT TO SEE 1 PERSON WORKING FOR THIS "STAFF SHORTAGE" , TO MAKE SENSE. ALL THIS WILL DO, IS INCREASE A FLOOD OF PEOPLE AFTER YOUR BREAK. THERE'S STAFF SHORTAGES ALL OF THE PLACE, BUT DO YOU SEE THEM CLOSE???

Fantastic experience: We had car trouble, signed up with the same day service option and had the car towed within 20 min. The tow driver was very helpful, very nice guy.

Negative experience: need urgent membershipvrenewal contact- phone not answered and nobresponsevtobmessages., credit card number change so this is urgent.,

Positive experience: A nicely organized store , friendly staff

Fantastic experience: Great service

Fantastic experience: Great experience and the staff make things fast and efficient with great customer service skill.

Negative experience: Booked an appointment and it was rescheduled for the following week with a phone call, then that appointment was cancelled by email today, a few hours before the appointment and there was no phone call to reschedule. So far I've organized two days of work around this appointment and it still hasn't happened. I'm not looking for a generic reply telling me to contact you to discuss my dissatisfaction, I'm not taking any more time out of my day.

Fantastic experience: I needed passport photos done - the staff member was quick, helpful, and I managed to get photos done, my address and name updated and a new card in less than half an hour!

Positive experience: Went in for international DL was an easy process

Negative experience: Called just before 2 pm to get a tow. Told the truck would be here within 40 min. Just after 3 pm called again. Told that the original truck could not do call, they are sending another truck, will be there by 3:30 pm. At 3:33 pm get a text indicating the truck has been dispatched, will arrive at 4 pm. At 3:50 pm get a call from the driver that he has another call along the way, which will delay my call. It's a 35 min drive to repair facility and I was hoping to get my car there before they close, I guess it won't happen. Can't blame the drivers -- info from dispatch to customer sucks!

Negative experience: They don’t call back and can’t answer questions when you go in.

Fantastic experience: Donna was very helpful and explained to me what I needed to do in order to obtain an international driving permit. The office/store was a refreshing way to escape from the heat outdoors, and it also had a calm ambiance.

Fantastic experience: The agent that I dealt with was very knowledgeable and helpful. I was very happy with the service and the rates.

Negative experience: So disappointed we were on our way back to Belleville from Brockville. Needed to pick up a money travel pouch thing. Called them to see if they had any. And that we would get there at 4:58pm lady said ok. So we pulled up to building at 4:58pm with doors locked, lights still on and people inside. I could see if we didn’t call, but we did. She could have just said it was to late on phone and save the drive across kingston. Thanks

Fantastic experience: Passport photos in minutes. Great service and helpful staff!

Fantastic experience: The place to go for passport photos! Friendly AND professional!

Negative experience: if you wanna waste your money, time, and tows then CAA is for you!

Negative experience: Travel services are awful.

Positive experience: Slow service for the lack of people in the store, got my international drivers license without hiccups tho.

Positive experience: Very good service. Not many people serving today. Had to want 15 minutes.

Fantastic experience: Went in to get an international driver's license and some luggage accessories before our trip. The staff were very fast, efficient and courteous.

Fantastic experience: I saved a lot of money on my car insurance switching to CAA

Fantastic experience: I have not had to use it since I signed up again , I have had it in the past and it was a great membership! Excellent service when in need, made me feel safe while traveling

Fantastic experience: It's a fairly large store with lots of travel and automotive safety products to buy. They had a sign on the door apologizing for any delay because of being short staffed, but I found they worked pretty quickly to help everyone! I didn't have to wait too long to be served. The staff were friendly and pleasant to deal with. One member who was limited with what she could do, asked everyone if there was something quick she could help with. Although everyone needed complicated paperwork, it was very nice to see her eagerness to help anyone, and actively seeked out customers to help instead of just sitting at the desk. My paperwork was completed promptly and accurately. It was much easier to work with them, than try to fill out the forms online. Not only was it easier, I had my required papers when I walked out! No waiting for it to come in the mail. They may have been short-staffed, but in my opinion, they crushed it with what they had! Now that doesn't mean they don't need more help, it means the staff they have are fantastic.

Fantastic experience: I have had nothing but exceptional service from the CAA service team in Kingston. Today, Gary saves the day and helped me get my car battery going in this freezing weather.

Negative experience: Ordered trip tiks mid November for trip in December, they said they would take 2weeks to receive by mail. Called 1st week in December, they said I would have that week, called next week they said we would get by our trip. Here it is mid February and we never ever received them. So much for paying to have a membership. Sending in the mail is ridiculous. Maybe you should lower prices if it's not part of the membership anymore.

Negative experience: Sold me a tiny group 94 battery and unable to replace it with correct group 49 battery specified for my vehicle. 12 months later and I need to go buy a battery from somewhere else.

Fantastic experience: On dec. 10 my car needed a boost within 15 min. of phoning the service man was here: excellent service thank you,

Fantastic experience: Girl named Kelly is super helpful and very friendly

Negative experience: Rude and miseducated staff. Answering questions incorrectly and then telling me I’m wrong when I show them they gave me incorrect information

Positive experience: Nice clean store. Various products around. Customer service was good.

Fantastic experience: Excellent service Friendly people

Fantastic experience: I like it

Fantastic experience: My uncle bought me a CAA membership for Christmas a few years ago as my car is getting older (2012 Nissan Versa.) I must say it has absolutely come in handy many times just this year alone. You get the Canada wide road side service and discounts at many places including almost every Hotel we have gone to. The local store is great for trip planning and buying things like travel supplies, maps, the staff are very friendly.

Fantastic experience: Super helpful in organizing appropriate travel insurance! So much easier than trying to sort this out by 'phone or online.

Fantastic experience: Quick service

Fantastic experience: The lady who served me was friendly and efficient. The store is well laid out and they appear to have quality merchandise. A pleasant experience.

Fantastic experience: Required CAA service today. I could not believe how quickly they responded with a tow truck. Driver fron Jack's Towing Kingston assessed the situation and proceeded on a safe and professional manner to remove our truck from the ditch. Not a scratch, done fast with great idirection from him. Out and back on the road in 20 to 30 minutes from the time of our call. Thanks for the great service!

Fantastic experience: Great service and great staff...

Fantastic experience: Always helpful

Negative experience: I have to say today I'm disappointed with CAA. My husband couldn't get his truck started this morning he has to be to work for 7:00 am so he took my vehicle. After speaking with our Dodge dealer tech going through some diagnostics which didn't work, he said "have it towed in". So I called explained the situation to the CAA associate gave them the card number our home address explained hubby classed as essential so he had to be at work still Nope won't come unless he calls in. So I get him to call from work still Nope won't come he has to be here He's been a member since 2011 given our situation with everything else Covid stressors one time they could have come. Instead they tried to sell me membership deals completely unexceptable.

Fantastic experience: It's great very help to have

Fantastic experience: We go there to get our movie tickets and pamphlets for traveling excellent service

Negative experience: They used to answer their phonecalls, not its just a robot telling you they are too busy to serve you, leave a message. Lot of help that was, you were nowhere to be found when i needed you but you have no issue charging my credit card and i got squat out of it. Visa roadside showed up to do your job.

Fantastic experience: They are just amazing at every turn! Great coverage, plus speedy courteous and service! If you don't have s CAA Membership for your vehicle I suggest you get one immediately! So far I've had to have my car towed and a boost! For $ 100.00 a year you can't beat their price!

Positive experience: Friendly staff and lots of travel gear.

Fantastic experience: It was great

Fantastic experience: They are surviving curbside now but it is still quite efficient. Courteous service!

Fantastic experience: as always " Great"

Fantastic experience: Very helpful staff reasonably priced and well made products they are very knowledgeable

Positive experience: Good service for photos.

Fantastic experience: EXCELLENT CUSTOMER SERVICE. My muscle car decided to quit on a Saturday night. Pulled over and called CAA. The Tow Truck Operator arrived within 45 minutes. His name was Sterling. VERY professional and passionate about Muscle Cars. Complete care and respect for my particular vehicle. Please accept my thanks for a job well done. Pass along my satisfaction to Sterling. Cheers. S Betas Kingston Ontario

Fantastic experience: Always great dealing with the amazing staff with CAA Kingston.

Fantastic experience: Being a Member is the Best.

Positive experience: I was a long time customer with no complaints. I tried to return and learned i was classified as a new customer and had to go through their preferred broker. It took them 2 days to call back. By then i already got insurance elsewhere

Fantastic experience: I love caa insurance great people who actually care shout out to heather from the Kingston store she's super awesome and soooo helpful

Fantastic experience: Organized and my customer representative was very knowledgeable and helpful. I am so glad they take payment via phone.

Fantastic experience: Always excellent service ! Thank you Brenda !!

Positive experience: Usually very helpful people, although I get the impression they feel they're doing you a favour by doing their job.

Fantastic experience: Helpful staff and useful travel guides

Fantastic experience: Wonderful place lovely time with friends and Families ♥️

Negative experience: Utterly inept because understaffed. 30 min to be served, and six in line behind me.

Fantastic experience: Great coverage for a reasonable price. Also found out great info on their travel insurance for both out of province and out of country.