Lack in Duty of Care! Beware of affiliated brands.
My roadside assistance coverage was provided as a result of the new Volkswagen that I purchased mid last year. Happened to lock my keys in the car and upon my first call at approximately 14:30 on a Sunday, I was advised that I should expect for someone to arrive within the hour. A mechanic was allocated at 15:00 and he arrived at 17:00 (over two hours after initial call). He then checked the car, advised that he would have to call a locksmith, had me sign a paper confirming that he attended and then drove off. I was told that there would be a t...hirty minute wait for the locksmith to arrive and provide access to my vehicle. I waited till 20:00 (five hours after my initial call, stuck standing in front of my car) then proceeded to give up and went home to retrieve the vehicle spare key myself (which was a 50km round-trip). In summary, the mechanic provided insufficient service and went well beyond any allocated service levels and in a time of need, there was absolutely no duty of care. I also attempted to call the VW Roadside Assist Hotline at 16:30 by which I was advised that the line had closed. Post this experience, I discovered that the roadside assistance was provided by Allianz Global Assistance.
Awful! Don't waste your time or money!
A few months ago I called Allianz Roadside to get my car started (flat battery).
The technician that came out "tested" the batter and said that it needed to be replaced. After paying > $300 he changed the battery without using the memory saver (which he should have done). As soon as he swapped the battery I got a a"restraint system fault" warning light/message on my dash - he told me not to worry and that it would clear after driving.
After a few weeks/month had passed I called Allianz as the warning lights didn't clear. My issue was "escala...ted" to a "customer experience officer". On his advice I took the car to BMW for a diagnostic and to get a factory reset (which cost me $264). The factory reset didn't work and the diagnostic revealed an issue with the "rollover module". The cost to repair it was almost $1400. I spoke to Allianz again and requested that they pay for the cost of the diagnostic and the repair. I got a response today saying that as there was no way to "prove" that they (the technician) caused the issue there was nothing they could do and they didn't have to pay for the repair...The interesting thing is that their technician admits he didn't use the memory saver and that the warning lights only appeared after the battery was changed. So now I am stuck with the cost of the battery, the diagnostic fee (which Allianz asked me to get done) and the cost of the repair >> total cost of the battery change almost $2,000. GO Allianz!!
NB. 48 hour waiting period
I recently got car insurance through Allianz. After two weeks of emails with customer service over the fact that their website links to join roadside assistance are broken (still are, I should have read the signs) - I joined up this morning at 9am before a long drive. As luck would have it, I got a flat tire as I arrived back home this evening. I called them up and got “oh your policy comes into effect 48 hours after joining, its in our terms and conditions”. Not a great start. Buyer beware.
Very bad experience
I called the Allainz roadside assistance for my car to get rid of my car over the divider and they said we can't help me and then I asked to discontinue the roadside assistance and they replied they can't refund me as I have paid the roadside assistance for the whole year.
The person said its your wish to call us or not for callout but we wont refund you as well as if you wish you can stop using Allianz Insurance.
- Verified customer
Customer Service Awful, dishonest and dodgy
Almost a week ago today I called Allianz as they were my roadside assistance provider when I first purchased my Mazda. They had supplied me with a new battery sometime ago and my car was not starting easily which usually translates to a battery problem. Please note I no longer have roadside assistance with Allianz as it is part of my insurance with a different provider now (thank god for that). I called on a Friday evening as my battery was still under warranty but because I was no longer a member I had to pay a $100 "security deposit" for the ...call out. Cash was not acceptable. It took forever to find my car in their computer system. Once found and "deposit" paid the guy came quickly and yes my battery was faulty and it was replaced with a new one. I was told to ring back customer service so the "deposit" could be refunded. Easier said than done. I called on Saturday morniing to be told the accounts team was not in on Saturday and it would be processed on Monday. Given that a mere call centre operator debited $100 from my credit card on Friday evening after hours I was at a loss at why the refund has to wait to be processed by accounts. I was told I would get a notification once the refund was processed on Monday. Monday came and went no notification. I called Monday after work to query the status of the refund only to be given the run around, can't find my car in the system AGAIN and was told a supervisor would call me back the next day. The supervisor did NOT call me back on Tuesday. I called Wednesday am and managed to speak to a supervisor by the name of [name removed] who did NOT at any point apologise for the crap customer service, run around and general ineptitude of everyone and told me that it would be processed today and I would get a confirmation email. I received an email saying "We write to you today to confirm that we have processed the refund of $100.00. This will now go to our finance team for the final stage of processing." So basically they faffed around and then sent it to the finance team. So it was NOT actually processed. I replied to the email asking for confirmation of when finance would process it given Peter had said to me it would processed that day - not half processed but processed by which the matter was now at an end. I got no reply to the email on Wednesday. I followed up again by email on Thursday morning. No reply. I call the number given to me to call in the email being 1800 807 405 which I hold for 10 minutes and then get hung up on by the system. I call the 1300 no and at this point I am angry to say the least. The customer service rep just tells me that its been given to the finance team and it says urgent but she can't follow them up because there's some 2 day requirement. I want to speak to the supervisor - I can't because they are apparently with another customer. I am told I will get a call back in the next 2 hours. This is not acceptable to me because everytime Allianz say they will do something they do NOT do it. I do not trust that they will do what they say they will do because they have made 4 promises to me and broke every single one of them. So guess what - they haven't called me back. Looks like I will be making my 5TH call tomorrow am. The absolute worst dishonest lazy incompetent customer service I have ever experienced. I do not understand how this company operates - someone needs to be sacked.
So I sold my old car and bought another car and wanted to update the details of the new car. According to the customer service rep it takes around 3 to 5 days to update it. C'mon it is just updating the system, why would it take 3 to 5 days? Then I had a issue with the car and they wont dispatch the roadside assistance cause my new car is not in their system. They wanted $100 for dispatch. Seriously I am already a member for so long so why do I have to pay extra? I am not trying to be new member with you all I was doing just updating my new car...details. I was so happy with the other roadside assistance provider and they never gave me a headace. Worst service Allainz. If you want more business you will need to change your way of doing things.
WHAT A SHAM - DONT WASTE YOUR MONEY WITH THIS LOT
I was charged a hefty rejoining fee of $200 for the privilege of this company to provide roadside assistance.
Dont waste your money with them, the sevice is CRAP. Do your self a favour and find another provider because this group will take your money and run.
I'm a long customer but I'm leaving.
Have been a long term customer but I'm leaving now. They used to send mechanics. Had a call out 6 weeks ago. All he could do was change a tyre, add petrol, or do a jump start. I told him the battery was fine as it was turning over but not catching. He insisted on checking the battery - he sent sparks flying by mistake. Then he gave up and said "Its an 'engine fault' you need a tow". Hopeless - no ability to even analyse. 20 Mins later a passing motorist stopped, spotted a loose wire, tightened it up and I was away.
Just want your money and give poor excuses
I renewed my roadside assistance a month ago and last week I brought a new car which came with free roadside assistance. When I called Allianz Roadside Assistance and explained to them why I wanted to cancel my policy they gave me an excuse it was outside the 14 day grace period and would not give me back a refund. I even got put through to a Manager who said the same thing. Very poor customer service!!!! They have kept the money for 11 months of assistance I have paid for. When I read their terms it mentions nothing about a 14 day cooling period!!!
I definitely would not be recommending Allianz roadside assistance to anyone!!
Couldn't be happier...
Have only joined Allianz recently. Few days after joining, I called them regarding an issue with my car, I was impressed with the warmth and professionalism of the call centre agents, within an hour from logging a case, a Allianz mechanic arrived to assess the car, he concluded within 5 - 10 minutes that it can't be fixed on the spot and needs to be towed to a garage. 5 minutes He left I received a call from their call centre advising me that truck will be around within the hour to tow my car to my preferred car service / mechanic.
I simply couldn't have been happier!!! excellent service and customer service...
Dodgy and Misleading!!!!
Beware!!! Do not take out roadside with Allianz they are misleading and very unhelpful. Read the fine print as there towing distances vary from Metro/regional. It took almost a week to speak to a team leader and they didn’t care about me being misled at all. If I could put zero stars I would.
- Verified customer
Really disappointed in Alliance, a technician was called to get our van to start and in the process left the temperature gauge unplugged. He told us that everything would be fine but as we were heading to a mechanic to double check everything was ok the van critically overheated unbeknownst to us and caused the head gasket to blow. We asked Alliance to consider helping us with the cost of the repair but they have declined to help at all. I made it clear that I understood it wasn’t the direct cause of the damage but if the temperature gauge was ...working we would have prevented it from happening. To leave us with no help whatsoever came as a shock! We really believed that Alliance would go out of their way to make up for their mistake however they did the opposite. This is not the reliable service that they promote, I would strongly suggest finding another company that you can really trust. Case ref. 16673896
Car breaks in m1out of city. Freezing day 4,5hours waiting. Trucks 100km passing us a meters away from our car. Phone signal not good. Car battery died. Flickers on. We called alianz and the drivers many numerous times. Alianz exausted our phones our breath and money and nerves and a six month appointment. Lucky my young kids were not with us. We were mistreated mislead and lied over and over..a pizza guy or a taxi could find us easy. We deserve better.
- Verified customer
Very poor service before i need a call out
What a joke I joined 27/02/2018 membership number $ 169.00 later ALLPLAT0013607 and 2 phone calls I haven't received any correspondence what so ever....
I will be contacting current affair this week to let them know how poor this company treat there members.
What a disgrace.
Unable to join them...
My camper-van/minibus is 3.6T, which really isn't that big. Even the highest cover of Allianz roadside assist isn't able to support me. Disappointing. I am now using NRMA as it is my only option. NRMA is expensive, but I am thankful that they are able to support me.
- Verified customer
Battery fault and overcharging over and over
You are a fraud company and just want to charge people with your fraud compulsory 2 year roadside assistance and $100 service fee. I had a faulty battery your rude mechanic came and had a look and jump-started the battery. I had already paid $100 service fee. Then he did not talk to me about the battery condition. The next day on Saturday my car did NOT start again and battery did NOT work. Called again and told I need assistance on Sunday to jump start the car and take to the Toyota dealer. They said for the second time it is OK and I will NOT...be charged again with $100. Today (Sunday) I called the Toyota Service in Nunawading and they said they only do the sale stuff today not the service. Then I just called your employees to notify them that I may need the technician to come on next Saturday to jump start the car to be able to drive it to a Toyota dealer. But your employee said I need to pay another $100!!! This is very stupid or maybe you think I am stupid to pay this money again. Your employees are just like a robot repeating the same robotic words over and over without being able to really resolve a problem. They told me because I am calling within 72 hours I have to pay the service fee again!!! but I just called and I did NOT ask those rude technicians to coma again! I need them for next Saturday since this Sunday everywhere is closed! Why do you even take this Survey? You are a fraud company I read many negative reviews of your company on the Internet and I really wish to cancel this fraud insurance and get a refund. Your employee said I cannot get a refund!!!! I hate you all of you the reason I accepted to pay $300 for two years of roadside assistance was to avoid wasting money and get a good service!!! I did not know how fraud is this company. I talked to my friends and they have insurance with RACV and they are very satisfied. So I am going to negatively review your service and product on the internet and I will tell this to all of my friends and the community members to avoid using your roadside assistance and insurance services, If you really want to see your customers are happy, do NOT overcharge them by your fraud policies and cheating statements. And guess what! you can always change your fraud policy if you really want to improve your services and stop cheating on people!!!!. I need my money back. I hate this roadside assistance I do NOT want to waste my time and money with your company.
Unqualified and will void my warranty
Had someone from Bankstown help me out today. Clearly not a qualified mechanic working on my new VW. My car now requires a security code for the radio and windows no longer work correctly. Advised needed a new battery for a car less than a month old and diagnosed it with a multimeter with all of 20 seconds to do so. Taking this directly to VW to handle. Allianz is still to new in Roadside Assistance, they need to weed out these young people and get some qualified mechanics on the road.
Pls save your money and valuable time by not opting for this service. The tow company (Grari Towing Company) they send is highly unreliable and unprofessional. The amount of phone calls you end up making will leave you frustrated. Better to look at RACV or some where else. I ended up cancelling my policy.
Questions & Answers
Website not working. Payment link in renewal email "NOT FOUND" Does Allaince Roadside Assistance still exist
Allianz PartnersAllianz Road Assistance
Hi Glenn, yes Allianz Roadside Assistance does still exist! If you would like to renew, please phone 1800 010 536. Kind regards, Tegan
Does Allianz roadside assistance cover Australia wide?
Allianz PartnersAllianz Road Assistance
Hi Daniel, yes Allianz Roadside Assistance does provide cover Australia-wide. If you would like to purchase, please phone 1800 010 536. Kind regards, Tegan
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