CAA Niagara - Administrative Office

Can't remember the driver's name - Wild Bill? Pantera hat and tattoos. Dude was the best, got my car out of a snowbank in no time and was super friendly and helpful.

Both my wife and I have dealt with CAA Niagara travel for over 20 years and have yet to be disappointed with their service. We had a small trip booked with CAA and due to medical contains we were forced to cancel the trip, as we had other protection we refused the CAA trip cancellation insurance. Then we started the demanding proceed of getting our money returned. Part of this process was to get a letter from CAA showing the cost and that there was no refund. I phoned our agent, Ron on Thursday. He phoned back and said they had resold the trip and the total cost was on the bank card on Friday. Is that not great Service from CAA Niagara?

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.

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.

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.