CAA Niagara - Administrative Office - Thorold, Ontario

Leontine P.

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. 😞

Kailey S.

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.

Chris A.

This location is now a mess, on June 1st I requested a tow at about 2pm, I told them I was leaving my vehicle behind for them to tow so that I could go get my children home, they refused and asked me to wait until their driver arrive.

After 2 hours, I called again and I was asked to keep waiting and I said okay. A few minutes later, I got a call and I was told by their dispatch that he wasn’t informed of my call since almost 3 hours and that he was just told 6 minutes before he called. I had to pay Uber for my kids amounting to about $100 and also Tow my vehicle for $200. They are playing games with me, these people are no longer reliable.

MA B.

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.

Terra-lee K.

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.

Faisal S.

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.

Paula M.

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!

K

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