Better World Club

Called for a flat tire change, got assigned a provider within 5 minutes of my first call and they were there within an hour!

Good service. Fair price. Weird website

A specific example:
I got a U-Haul truck stuck in the mud, so I called Better World. They said I should call U-Haul. I was upset and hung up quickly (and called U-Haul). During that call, Better World called me back to urge me to call U-Haul and not to use anyone else (which would violate my rental agreement). I curtly thanked them and returned to my call to U-Haul. Better World called back again to ensure I didn't do the wrong thing. (I apologized and thanked the representative for his persistent)

So, if they take the time to take care of a rude member, they will take care of you

Better World Club is the Best! Their roadside assistance has been every bit as good as the the AAA monster that continues to fight regulations to encourage increased fuel economy, the growth of public transit and other other improvements to our culture that help the environment. Better World Club is the choice for sustainability. Please do not feed the AAA behemoth.

Update: I stayed with BW and had occasion to call on them this winter for a tow and they did a great job. As promised they sigificantly improved their system. Even called back to check if tow truck arrived. Everything went very smoothly.

Previously : (1 star)
I have been a member since 2010. Only had the occasion to use there service twice, July 2013 and March 2014. On both tow requests the tow services did not show at the scheduled time. When I contacted better world (BW) I was told that some mistake was made and had to redo the service call. Back in July I got the run around so bad that they gave me free membership for the following year. The same thing happen with most recent tow request. I contacted BW and was informed again that there was an error with the service request and we had to start over again. My original call was at 4 PM and it was 6 PM at this point. Again I was put on hold forever, disconnected etc. Ultimately the tow vehicle did not arrive until 8:15, 4 hours after the original call. Fortunately I was at home and not stuck out in the cold, but I could have been. BW gave me the same lines about improving the proceess so there are less errors. BW made no effort to compensate me for their mistake. I like what BW is about but if I need a tow, I need one to actually show up. Going back to AAA, suggest you do the same.

I could not cancel a service call. I called four time and got no pickup, then l called new member ship and they said they would fix, then hour later l got robot that service was coming in another 30 min. I could not cancel that. Any button pushing and it hung up. You couldn't connect to person being sent. It's all robot. They text but you can't get s call back or cancel. You only can cancel texts. Customer Service is very poor. This was mid Sunday. I had a baby screaming in a car that they knew about and after an hour and a half l couldn't do it anymore. I parked and got a taxi home. It was sick and not family friendly.

First time I called to test, BWC answered in less than 3 min!
Compared to AAA 's 15-30min.

Now there is a too long phone tree.

The agent ,in Florida, 3 HOURS LATER, could not understand "2000 Marin" spelled Twice!, and kept repeating "200 Marine street"!

I was also surprised that my LOCKOUT was only $100 covered, not fully, and an HOUR WAIT inside SF is 30min too long!

AAA has become lousy and Ford roadside is 6hr wait in Menlo Park, much worse!
Where next!?

Poor service and poor communication. I was initially told that it would be 60 minutes for the tow truck driver to arrive. After 70 minutes I called back asking where he was. Then I was told 15 more minutes and he'll be there. He wasn't. At 10:00 the tow truck driver called and said he had just come on duty and he'd be here in 25 minutes. He finally got here at 10:30. He said repeatedly that he didn't get the message until 10:00. I've had this membership for 2 years and it's the 1st time I have needed it. Not sure it is worth it. From New Braunfels, Tx. The towing company was called Storm Towing. They fixed the issue with no problem, but the amount of time and the miscommunication was horrible.

I've been a Better World Club member for seven years, and am canceling my membership now. Two weeks ago, I got a flat tire and because I didn't have a jack with me, had to call BWC for assistance. I had to wait eight hours before somebody finally showed up. This had nothing to do with the actual repair provider, and everything to do with BWC's dispatching.

8:15 PM - I initially called for help, and after waiting on hold for half an hour, was told I would receive a text message shortly with a tracking link.

9:15 PM - Not having received the text, I called for the second time and was put on hold for another half an hour, at which point I was disconnected.

9:50 PM - I called for the third time and after waiting on hold for 40 minutes, talked to an agent who told me there was no record of my initial call. I had to provide all my information again.

10:40 PM - I called for the fourth time and was also asked to provide all my information again. At one point, I was transferred to State Farm, and my call was answered by a rep who had no idea what Better World Club was and told me she couldn't help me.

11:25 PM - After four phone calls and a total of two hours on hold, I finally received the text with the tracking link for the repair provider, three hours after my initial call. The ETA showed as 12:25 AM.

12:25 AM - At exactly the ETA, the repair provider called me and told me they wouldn't be coming, with no explanation. I then received a text from Better World Club saying that the provider was unable to find me and my call for assistance would be automatically canceled.

12:45 AM - I finally got through after spending 20 minutes on hold (this was my fifth phone call to BWC) and spoke to an agent who told me I would be receiving a text with a tracking link, but she couldn't tell me when.

1:15 AM - Not having received the text, I called BWC for the sixth time and spoke to an agent who told me she had no idea whether anyone was ever dispatched to help me and she would have to "erase everything" and restart the call. I had to provide all my information for at least the third time.

3:15 AM - Two hours after the agent supposedly restarted the call, I received the second text with a tracking link for a new provider.

4:15 AM - The repair provider finally arrived.

An eight-hour wait time for roadside assistance is unacceptable. At various points, agents told me that things were very busy due to the gas shortage, which didn't make sense since the West Coast wasn't affected by the shortage. Better World Club seemed to have no system for logging phone calls, since each agent I subsequently talked to seemed to have no idea what was discussed in previous calls. Unless you want to wait all night for assistance, I suggest you join a different company that doesn't simply "lose" requests for help.

Terrible company for Roadside Assistance. I seem to call back several times to get a person that knows what they're doing. They are contracted through Arise and most of the agents have no clue what they're doing! Your better off when you call to ask for a supervisor. I called to day for help 1-07-22 left me on hold for 32 minutes I had to hang up!!!

I am so disappointed in this company. I chose Better World Club as my auto club several years ago because of the environment standards that they represent and stand behind. I am not a fan of the lobbying practices of some other automobile clubs. BWC has been very helpful in past calls and I've been happy with their service. But, the service that I received this week has caused me to cancel my membership with them and compromise my values and go back to the big auto club we all know.

I want to be clear in my review that this has nothing to do with the gentleman that actually performed the service. He was very nice and well mannered. My issue is with Better World Club, their vendor that they use to vet their end service providers, and Pop A Lock.

My automobile club, Better World Club (like AAA), was called because my wife had a flat tire. I arrived to changed the tire since she was around the corner. I could not get the lug nuts off because they were put on with an impact wrench and I didn't have enough leverage from the stock lug wrench.

After the initial wait time of an hour, I called on the progress of the tow truck and I was advised it would be an additional 20 minutes. This was agitating because I simply needed a breaker bar for additional leverage.

The gentleman from Pop A Lock called me and said that he had arrived and was by the car. I was confused. I did not see a tow truck or a commercial vehicle with business logos. There was a young man in carharts standing next to the car. He had arrived in his personal car with his girlfriend. Again, no fault to the young man that helped. But what kind of company sends an employee out in their personal car with no markings? What would the young man have done should the car needed to be towed? The 1996 Hyundai Accent he arrived in wouldn't have been up to the task. Would the Girlfriend have gotten out and pushed?

That was a very sketchy situation initially. What if that had been a single female, scared along the side of the road? Completely unprofessional on Pop A Locks part and Better World Club. Make sure that if you are in a similar situation that you ask who is arriving and if they are in a marked commercial vehicle. It may not have been Better World Club that arrived in the personal car, but it is their representative.

I will have to commend Jordan and Stephanie at Better World Club for their attempts to rectify the situation. Stephanie called me back after my initial complaint and explained what her supervisor was saying. But here is another issue. Stephanie was kind enough to refund my entire membership, thank you Stephanie. What should have happened was that once this was brought to the supervisor's attention, the supervisor should have returned the call to me. Once it was escalated the supervisor should have taken ownership of the situation and handled it.

I realize I am just a number. Nothing will probably change with the vendor they use to vet the service providers, but I hope by writing this review, Better World Club can use this as a learning opportunity for training of their supervisors on how to handle customer relationship issues. Or that when Stephanie is promoted she uses this situation as a lesson and doesnt repeat the same mistakes of her boss.

Thanks for listening. Hope you find it useful.

First call at 2:50pm. "We will have someone at your location soon. We average 60 minutes nationally." At 60 minutes, I call again. "I'm sorry, but sometimes things get backed up." "But no one has even called to let me know when they will be here." "I'm sorry" says the third party call center in Tennessee, "We can't control them after we place the request. We can try another service." 30 minutes later, I receive a robo call, telling me some one will be there in 60 minutes. 60 minutes later, no one arrives. I call back.... same story. A tow truck does arrive, at 6:30 is, but refused to talk to me because he is pissed the the service has called him so many times to find out when he will arrive. He hooks up my car, without even saying hello. He is creepy. He gets in his truck and waits. I come to the window and ask if he is ready to go. He snarls, "Yes." I ask him why he has such an attitude, and snaps back that I was the one with the attitude, I responded, "I've been waiting for you for almost 3 hours. He gets out of the truck, roughy drops my car back to the ground, spits on my car, and drives off. I call again, at 7:20, a truck arrives. The state patrol stop by to see if everything is ok. Nice folks btw. By the time the new truck arrives, I'd already resigned with AAA.

Better World Club uses third party companies that don't respond to service calls.

Terrible service. Takes multiple hours to even bother to call anyone or even get back to you. Have left me on the side of the road several times where I had to resort to calling someone myself. Customer service is awful and will hang up on you if they don’t understand or are confused. In particular, John on the support line is horrid and had no clue on what was happening.

My story with this company is way too complex and absurd to write here. Contact me if you'd like to hear about it. In the meantime, avoid them at all costs.