CAA Ottawa

Negative experience: I've had CAA for 5 years and the three times i needed a tow in last 2 years, i waited 3 hours for a tow from my house, 2 hours dead on the road while a cop yelled at me, and I'm currently past the 2 hr mark stuck in a gas station while these idiots tell me to keep waiting and keep pushing back the ETA. Its a Monday night and there's nobody on the road, if you cant fulfill a reasonable timeframe on light traffic nights how can you fulfill any members request? Lord knows after waiting 2.5 hours I'm going to wind up paying a private tow service. Will be refunding my membership and never again using CAA, what an absolute scam they've become.

Fantastic experience: I needed an IDP while outside of Canada. I received excellent service from this CAA branch, in particular Ms.Bonacci. I received it within a couple of weeks. Thank you all!

Fantastic experience: Great service from Rami. We came for international driving permits, it was a smooth 15 minutes process including passport pictures. Thanks Rami!

Negative experience: Literally the worst customer service and auto insurance. If your smart...stay away.

Negative experience: One of the worst insurance companies to go with. I was involved in an accident where I was not at fault. They offered me a settlement, and because I didn't accept it. They put me under investigation just to waste my time and not pay me. Stay away from this company.They are not there for you.When you need them.

Fantastic experience: ROADSIDE ASSISTANCE --------------------------------------- I don't know about all the CAA side dish options: like holiday and travel-related discount packages, auto and pet insurance plans and premium reductions (haven't bothered with / explored any of those SIDE DISHES). But, what I can speak to from experience: Old-fashioned (genuine) Roadside Assistance. I'd give 'em 7 or 8 stars over the allowable 5 (if I could). For normal people, it's impossible (in most cases) to predict circumstances that can happen out of the blue - and that leave you and your stranded vehicle in a pickle. That's where the convenience of having a premium membership pays off. Help is on its way !! CAA takes the worry out of a vehicle breakdown. All you need to know is where you want your vehicle towed to - and then sit back, get confortable (turn the music on), and wait for them to arrive. Easy-peazy. Life made simple.

Negative experience: Terrible. Can’t reach anyone by phone. Chat feature completely ignored. Time to cancel this useless service.

Negative experience: Beware that if driver thinks it’s too snowy to do his job and tow, it will count as one of your calls. Snowy weather is why people have CAA Terrible service from Osato and Rebecca, absolutely cancelling my membership right away!

Negative experience: Ive used them once a year for 2 years in the Ottawa area. Horrific customer service. Not rude but absolutely clueless. Waited 4+ h once in good weather last winter for a tow bc the girl sent the truck to my house. A full 90m from the address provided where my car was. Today they couldn't even find my account. 25 minutes on the phone for the guy to say its probably because I wasn't talking to a rep in the Ottawa region so he cant see my account. I called the number on the card...? Then the next guy allegedly in the right region spoke such poor English I just gave up on him. 40m in total with zero progress. I paid 200$ out of pocket for a tow rather than use this service and I'll be canceling immediately. I was a customer for 10 years.

Positive experience: Renewed membership and had passport photos done. Quick and easy.

Negative experience: Predatory and exploitative subscription model. The provided service is as advertised and works well. However, once you decide to cancel they won't let you opt out early, causing you to pay a service you no longer required. Absolutely disgusting greed. Predatory and exploitative.

Negative experience: Over a week ago about 3:00 pm our car blew a tire on the highway, we were able to exit and park on a residential street. CAA said they would be there between 6-10 am the next morning. We said we would need to be notified at least 15/20 min before as we would be at work. We were told the driver would call when 10-15 min away. The next morning around 6:24 got a text saying check the status then a call from the driver saying I’m outside your house. Explained this was not our house and we would be there in 15-20 min as we were at work. He said he couldn’t wait and we would have to call again. We said no as we would be put back in the Q. He said he would have to call his boss because it was going to cost them more money. Before he even called back I called him to say I was getting off the highway and would be there in 2 min. He said ok I’m still here. We have been members since 1986, we also have our house and car insurance. We barely use the service. I don’t know if they expect you to sit in the car waiting for the driver for 4 hours in case they show up. We had to wait overnight for the tow and make other arrangements to get to work, I guess waiting 15/20 min for us is too much. At least call when 15-20 min out, not when at the car! I called that same day, last Monday to file a complaint, the girl said someone should call me within 3 days. It’s been over a week, I guess they are backlogged calling complaints.

Negative experience: When the gift was offered for the emergency trunk kit i decided to send for it.I see where you got the $4.00 as it came out of my account. So are you trying to scam people or what’s the problem.The money came out of my account on Dec.9/24. I sent the money to you on Dec. 7/2024. I really need an answer. Sandra Devries

Negative experience: This review is without prejudice but my experience in the hands of these guys. I believe CAA is over-rated and beware of dishonest practices. CAA towed my car to a mechanic shop and left it on the street in front of the shop on a Friday night (Dec 13th). Despite my request to leave the car in a safe spot, their agent insisted it would only be for one night before the shop opened the next day. However, on Saturday morning (Dec 14th), the shop was closed. Although it was supposed to be open on Saturdays, the mechanic was out of town and wouldn't return until Tuesday, meaning my car could only be fixed by Wednesday. Considering this happened during snow season, and CAA left the car in a very unsafe location, I called them to retow it to another shop 11km away where I had an appointment. Initially, they refused, but after several calls, they agreed and provided an ETA for a towing truck. The truck arrived but instead of helping, the driver took a picture of an old sticker showing the operating hours and left me and my car in the cold. The sticker has been there for a long time, and it wasn't posted on Friday Dec 13th. It's clear that Friday, December 13th to Monday, December 16th, is not a long weekend in Ottawa. They took a picture only to prepare for a legal actions not to help. I waited from 9 AM to 12:19 PM, freezing and wasting precious time. Consequently, I missed the opportunity to have my car fixed, as mechanic shops close early on Saturdays, and I had plans to travel to Toronto on Sunday with the car. I felt discriminated against because of my color and being a new member. Attached are pictures of where they left my car, the shop's hours of operation which showed the shop is expected to be open on Saturday, texts from the mechanic, Jason Ming, proving he was away, and the new tow truck I called to move the car to a safe location. Instead of asking for an extra charge for the service, CAA abandoned me and the car there. I can do nothing but allow others to consider if this is fair and to know what to expect when dealing with CAA in Ottawa.

Fantastic experience: I went into the CAA on Clyde yesterday for an appointment to get a quote for my home & auto insurance. One of the agents, "Winnie", patiently and professionally went through all of the options and filled out the applications. Because of her wonderful help, I was able to save a bundle and I switched to CAA insurance. Thank you Winnie! ⭐⭐⭐⭐⭐+

Fantastic experience: Went there this afternoon to get my international driving permit I was in and out in less than 10 minutes Including taking passport photos Couldn’t be happier

Fantastic experience: Took my kids to the park and accidentally left my keys in the car. I just called CAA and as we played at the park they came and unlocked my car. The whole process took about 30 minutes! Having a CAA membership gives you great peace of mind!

Fantastic experience: We worked with Rami on booking a large multi family vacation down south, and he made it such a smooth experience for us all! From helping us select a phenomenal resort to ensuring all the details were covered to coordinating multi city flight timings to link us all up to even checking in before our travel, he was so thorough and reliable. We were able to fully disconnect and enjoy our vacation. Would recommend him and the CAA team to anyone I know! Thank you again!

Negative experience: I have been trying to get information on auto and home insurance. No one and or calls back. My brother in law suggested your insurance services but you don't call back. So I guess I'll stick with the service I have. I can't even fill the online application. It won't let me fill in street name, city. Not a very good website. And don't send me a generic response. Not at all happy. Can't even book a in store appointment. All booked up through October. My insurance is due the 26 October. So thanks for nothing.

Negative experience: I would leave no stars if it were possible. On Saturday, September 28 I went to the Clyde Street office to make a payment for my tenant’s insurance. I am a senior without a vehicle of my own, so am OC transit dependent. Because the directions were confusing I spent over 30 minutes after getting off at the required stop to find their offices. They are located off the main drag and the signage isn’t readily visible from the street. When I did finally walk through their doors a single person was sitting at his desk. I told him I wanted to make a payment on my renter’s insurance and was summarily told to come back on Monday because there was no one available to help with insurance. He said only he and a female coworker could handle travel-related issues but not insurance. I had checked the website to make sure that the office was open on Saturday and it was. There was no indication that my insurance issue could not be dealt with. I was close to tears by the time I left. I felt humiliated and embarrassed and that my business doesn’t matter to these people. It was a disgraceful way to treat clients and sends a clear message that only travel customers count in their business. Whoever did the staff schedule that day dropped the ball big time. So now I have to make the trip again, costing another bus fare and uncomfortable bus ride just to get the service I should have received on Saturday.

Fantastic experience: We have dealt with Rami on numerous times. His professionalism and expertise always lead us to the best travel destinations. His excellent customer service along with his knowledge of the travel industry make a seamless package. Would we book again with Rami, certainly.

Negative experience: Their employees are the worst to deal with. A CAA car parked at my private property was refusing to leave after countless requests. This happened on september 19,2024 at 15:15 number plate was BP 93735. Disgusting and rude human being!!

Negative experience: Phoned CAA today - after waiting 19 minutes on the phone someone answered the phone asking for Policy information which I gave him - he stated he would put me through to an agent but the wait time he said was 35 minute - he said there offered a call back option - I tried this but there was no call back option. Very poor service - good thing I had not been in an accident and was waiting for someone at CAA to assist.

Fantastic experience: I just wanted to say a big thanks to Tiffany for all her help in booking my flights to Vancouver and Smithers B.C. She was very kind and helpful. I had a wonderful vacation!

Fantastic experience: I used the toll truck service from CAA yesterday, and it was one of my best experiences ever. The truck driver named Mohamed it was the most professional guy. My car is really low, and he did perfect to load and unload the car. Thank you very much, and I am really happy to have CAA

Negative experience: No greetings, No manners, No acknowledgement once you enter. White persons are full of attitude towards people of color. Blunt rude manners. Although the person who served me 'Aquib' was helful, assertive and quick. My work was done very quickly.

Negative experience: Extremely unorganized poor customer service cannot tell where to go no one greets you or talks to you at all when you come in very confusing was berated by a rude man who was aggressive and confrontation when I arrived and didn’t know where to go and staff did nothing about it absolutely disgusted with this location. The lady at the desk was polite but overall poor business practices will not be going back and going to tell all family and friends to cancel their memberships.

Negative experience: I have been waiting for roadside for two hours. Sitting on the side of the road in the heat. Why did I pay for it?

Negative experience: Talked with 3 different representatives. Two of them took my number and promissed to call back. Never been called back and had zero answers to my inquieries.

Negative experience: Been waiting for over 6 weeks to receive my cheque after my accident!!!! They issued it TWICE to the wrong address, and have been hardly doing any effort to have it delivered fast once the address bas been corrected. Completely wasted my time, especially that they took back my rental after one week!! I keep calling them and operators keep giving me different promises each time. Absolutely unprofessional!!!

Negative experience: Had a claim started a week ago, my car is not driveable. The car has yet to be towed to start the assessment. Over a week and my car has yet to be towed. The claims adjuster ROBERTA never contacted me, I had to contact her to send all the evidence. To this day she has not called. She has told me numerous times to drive the car out of the parking garage after explaining to her many many times the car is not driveable... incompetence!

Negative experience: Ne faite jamais affaire avec cette assurance j'ai appeler pour annuler il me devais 170$ il on passer le payment pareil j'ai du payer 45$ a ma banque et la il disent que je dois un payment INF et veulent pas rembourser mes j'ai appeler pour annuler parce qu'il me chargais 400$ pour ma voiture quand tous les autre assurance c'etais 200$ il on passer payment jai du payer et dire adieu au remboursement qu;il dois parce qui'l veulent pas rembourser

Fantastic experience: Fast and efficient service - I was very happy!

Negative experience: I had an appointment with Hannah at CAA today, scheduled from 12:00-12:30. I arrived at 11:50am. A gentleman greeted me and asked what I was waiting for and I explained to him that I had a scheduled apt with Hannah. He said Hannah had left to go to the bank. I asked if someone was covering her appointments and I didn’t receive an answer. He then asked what I needed at CAA and I stated that I was there to get an international driving permit. He then said that I don’t need an appointment for that. I let him know that I made an appointment so that I wouldn’t have to wait so that I could do this on my lunch hour from work. He said the next available agent would take me. I waited until 12:20 when an agent became available. The agent then took a customer who had arrived after me and I said I thought I would be going next? The agent said no this woman has an appointment. I said I have an appointment and it’s not being respected so why is her appointment being respected? None of the agents were able to answer me. I waited until 12:30 as the gentleman said Hannah wouldn’t be long at the bank. After waiting 40 mins without being served I left. Horrible service. I’ve never had such a bad experience at a CAA location.

Negative experience: Bad customer service. Don't return phone calls.

Fantastic experience: I was pleasantly surprised with my visit so just wanted to post a positive review. I came to get my International Driving Permit here and only had to wait about 5 minutes in very comfy chairs before being served professionally and efficiently by the staff. The needed photos were quick and free (for members - which surprised me!). Overall it is a very nice and new space and they offer great service.

Negative experience: Don’t waste your time with this location. The insurance agent is never in the office nor will they return your call. The Stittsville location is WAY better

Negative experience: Extremely bad passport photo. They have a white lighted background and for my picture, flash in camera was not used, so photo is extremely dark. Anyone looking at the picture is asking whose pic is that. And somehow I feel it was done like this since I denied taking the membership which a girl was trying to sell me big time. Highly disappointed, don’t go for passport picture.

Negative experience: Très mauvais service, je paie plus de 400$ par mois pour avoir un service minable d un personne irrespectueuse.s il ya un responsable qui puisse me contacter pour vous expliquer la situation. Sinon sachez que votre employé qui m'a accueilli hier fera fuire tout les clients.

Negative experience: EDIT (written on August 30, 2023): I sent my correspondence to the email address suggested below, and no reply or acknowledgement several days later. I suppose CAA does not care that much about standards. Just keep increasing the membership fees. Not sure where else to post this but response times for CAA North and East Ontario emergency roadside assistance have really suffered lately. Always several hours, yet membership rates continue to climb by $5-10 a year. If anyone from the org sees this, feel free to get in touch with me.

Negative experience: Hire more people to answer Customer Calls.. It's ridiculous trying to get through no matter what day or time. Better service to your Customer would be nice. Frustrated trying to call to get Insurance quotes. No I don't want someone to call me back in the next 24 hours... I might be at work it should not be call Customer back when it's convenient for CAA Rep it should be Customer can call when they have time. Yet on hold for ridiculous amounts of time trying to get a rep Anything over 15 mins means you need to hire more call agents.

Fantastic experience: Today I had to call with a relatively basic membership process I needed fixed and Amanda who answered my call was the most caring, wonderful person I have spoken to in a long time. She was absolutely amazing! Thank you Amanda for being so great today, I truly appreciate it.

Fantastic experience: Best place for Passport Photos for CAA members! Fast, friendly, affordable, nice environment.

Fantastic experience: Was able to get my International Driving Permit here in around 15 minutes. Photos were free because of my CAA membership.

Negative experience: La plus mauvaise service que j ai vu dans ma vie , ils m ont dit 30 min , j ai attendu plus que 3h et chui encore en attente

Negative experience: I have been on hold for well over an hour. I have a simple question to ask before I take the time to go in person to the Nepean location. I understand that travel has opened up again, so perhaps hiring more staff would help. Or at the very least, have a person to answer simple questions. Soooooooo frustrating!!!!!!!

Negative experience: The staff was rude and helpful. When I asked for clarification on an item, the two agents rolled their eyes at me and spoke down to me in a loud voice. Incredibly hurt by this experience.

Negative experience: Worst client service I went to the office at clyde and sit waiting for somebody that never came or call me.

Negative experience: Super busy, wait on the phone was extremely long.

Negative experience: So these CAA playing the good Canadian guys. Covid destroyed our lives, incomes and money is tight. My payment nsf'd. So they cancelled me and more than doubled my car insurance for that. For a nsf 2200$ increase. When the time comes we will dismantle your little f game in insurance you pieces of garbage. Your making lives worse in these times. Stop wearing the good guy badge.❌❌❌❌

Fantastic experience: Very efficient and friendly, took 20 minutes to get an international driving permit.

Fantastic experience: Agence efficace et compétente !

Fantastic experience: Friendly staff and excellent service.

Fantastic experience: Great service, friendly staff provided with all the necessary information plus options, and acomodated the trip according to my needs. Thumbs up

Positive experience: Friendly, helpful staff.

Fantastic experience: fast, and friendly service every time that I've gone.

Fantastic experience: very good service went to pick up a map of south eastern states

Fantastic experience: Really nice staff despite of pandemic. Here for international drivers license. $25 IDL and $15 passport photos as I did not have them. But if you have ready photos from booth, they work too to save a few bucks.

Fantastic experience: The young girl at the reception was very courteous.

Fantastic experience: Great company to be involved they know there stuff and go out of there way to help you

Negative experience: Have called, and emailed to order some maps, and asked someone to call me regarding travel insurance. I realize not open but can I not pick up maps at the door and can someone not call regarding travel insurance. Both my husband and I have called and emailed, 3 days and heard nothing. Terrible service, hope I don't need a tow truck

Fantastic experience: High level of customer service:)

Positive experience: Looked after my needs

Negative experience: I've been on hold for 1hour and 45min and it's now 5:10 pm. They closed at 5pm. Obviously someone put all the phones on hold so they wouldn't have to deal with customers. How inconvenient is that! I've been a member in good standing for over 5 yrs now. I was automatically transferred to the another branch who then transferred me to head office. Everything got done and the whole process from beginning to end was 2hrs and 13min. Head office only took less than 10 minutes, so koodos to Bryce at head office. He restored my confidence in CAA!

Negative experience: Unprofessional,unfriendly, This is second time this month I'm going there and every time they ask me to go to bank st location because the person incharge in the meeting, if you are always in meeting than why I have wast my time to go to this location, simple issue even another people there they can help with it, open my account and extended my travel insurance, other locations doing this so fast and smooth, I'm not happy with this location services at all.

Fantastic experience: Quick service. Always a pleasant experience.

Fantastic experience: Excellent

Fantastic experience: The staff are super kind and helpful. I went to make an international license since I was traveling out of country and it took less than 20 minutes for the whole process. Clean, organized location, and will return to this specific branch on Medicare and Baseline if I need anymore CAA service in the Future. Thank you very much

Fantastic experience: I am honest and reputable

Positive experience: The space itself is ordinary but service is wonderful. I had a pleasant experience. They also have quite a bit of interesting merchandise catering to the travellers. If you need an international driver's licence, this is the only place.

Fantastic experience: Il y a pleins de choses que je cherchais pour les voyages et un bon choix de valises. Et on peut obtenir notre permis de conduire international

Negative experience: Bad customer service.

Fantastic experience: Great friendly service and they can do international drivers licenses

Positive experience: Helpful staff; my IDP was done in minutes, even though I hadn't brought any photos with me.

Negative experience: Called the store to inquire about international permit and was told to come on in and it would take about 15 min. Arrived after a 45 min drive only to be informed that there were no international permits available. No fault of the polite young man who greeted us, but evidently there is a communication issue that management should address.

Fantastic experience: Got an international driver's license in 10 minutes. Excellent service

Fantastic experience: Super friendly staff. My wife and I went into to get our international drivers licence and they we so helpful! Thanks a million for the advice!

Positive experience: A good place to plan your holidays

Fantastic experience: Got my international driver license from here within 15 mins..

Fantastic experience: Lisa is a very professional and knowledgeable travel consultant.

Fantastic experience: Very helpful. Good value on travel.

Fantastic experience: Exceptionally helpful

Fantastic experience: Bing was very pleasant to deal with, when we making travel insurance arrangements.

Positive experience: Good attention, agile and dynamic people working for you

Fantastic experience: Very helpful and knowledgeable staff.

Fantastic experience: Very good service, it took me only 15 mn to get my international driving license. The lady who helped me was very nice and very helpful, she answered all my questions and gave me additional information.

Fantastic experience: Very helpful. Really quick in getting the needed international driver's license. Thx Heather

Fantastic experience: Super helpful and knowledgeable staff.

Fantastic experience: Great place, very good service

Fantastic experience: Very friendly and helpful staff!

Positive experience: Not a big office it has a bit of items for sale

Fantastic experience: Great service and staff beru friendly and helpful

Positive experience: Update: They ended up issuing a refund and were very courteous in the process. Bought a Tilley hat there. The lady said I had 30 days to return with tags. I come back and they say the return policy only applies to luggage.

Positive experience: Was a little disappointed with the small inventory of Ontario travel information.

Positive experience: This place is PERMANENTLY CLOSED. It has moved.

Positive experience: Now in the shopping mall where walmart is at baseline and clyde. Good parking and info.

Positive experience: Good travel gear and a discount if you have a CAA membership. Theu have a really good foam travel pillow that compresses into a small bag that I heartily recommend. Good for small items like luggage tags and locks, or big items like suitcases and laptop bags. The staff are doubling as cashiers and travel agents, but are friendly, knowlegeable and organized. We didn't have to wait at all.

Fantastic experience: Thank you! You saved us from being stranded in a snow storm.

Fantastic experience: Fast courteous service, lots of options, no wait

Positive experience: Great customer service and free parking in Westbro