About Business
AAA Scott's Addition Car Care Insurance Travel Center is a highly-reputable Car Repair service provider based in Richmond, VA. AAA Scott's Addition Car Care Insurance Travel Center covers all facets of the Car Repair industry, with a focus on Auto repair shop, Brake shop, Department of motor vehicles. With over 157 reviews and an average rating of 4.1/5, AAA Scott's Addition Car Care Insurance Travel Center is a trusted name in the industry. Their presence in Richmond, VA ensures that residents have access to high-quality Car Repair care right in their own neighborhood. You can easily connect with their team using the contact details provided to learn more about their Car Repair offerings.
Google Reviews
Ricky R.
★★
☆☆☆
2 years ago
I’ve been a loyal and pleased customer of this location for three years for all my car maintenance needs. However that changed today. I scheduled a noon appointment for an oil change and tire rotation and was told it would take 1 hour and 15 mins. I indicated I would be waiting for the vehicle but was stepping out for lunch. I returned at 1:45pm (30 mins after the work was due to be completed). All staff members were engaged either on the phone or with other customers, so I went to the waiting area. After 15 minutes I went to Valerie who was the only person available at the car care side. She quickly, without confirming my name or vehicle info, quipped “they haven’t brought me anything yet.” So I went back to the waiting area. 45 minutes later, I go back to check on the status of my vehicle. Valerie then asks me if I’m waiting for *a different vehicle than mine* and I said “no, it’s a 2016 civic for a 12pm oil change and tire rotation.” She searches the computer and back counter for paperwork, and then indicates she needs to check with the mechanic. After a few minutes, she comes back and says “they are just pulling in your vehicle.” To which I responded “is it still going to take an hour? I’ve been waiting since noon and was told it would be done by 1:15pm. It is now 2:50pm”. She said “that’s how long the service takes, so yes” So take note that scheduling an appointment here, even as a premier AAA member, does NOTHING for the staff to honor their own word or to have the decency and proactiveness to call or simply step away from their computer to update customers waiting that there is a significant delay in completing their work by the time they promised. Now instead of taking just 2.5 hours of work off, I have had to miss half a day when I could easily have made alternate arrangements and come back to pick up my vehicle later. It’s extremely inconvenient and not even an apology or any sense of empathy was expressed or shown. A simple straight face from Valerie is all I received. AAA customer service here is sub-par. UPDATE: I decided to ask for the manager and was quickly told “we are waiving the oil change fee for the inconvenience.” And I said “that’s nice but I still want to speak with him because this lack of customer service is not acceptable.” I spoke with John and shared my grievances. He indicated he didn’t know what happened and why my car wasn’t serviced in a timely fashion. That he was rushing the complete the service and then figure out with the mechanic why this happened. Mind you only an oil change was reference and I reminded him that I also came in for a tire rotation” It’s been 3.5 hours and I’ve now had to clarify three times what services I scheduled my appointment for. Not to mention wait 3x the normal timeframe for them to be completed. Car dealerships are starting to look way more appealing when you consider you don’t have to be a member to have the same experience.
John Nestler
★
☆☆☆☆
Edited 3 years ago
I used to go here since the old AAA member price for an oil change was about $20 which was pretty great. On each visit there were multiple suggestions for expensive repairs which were deemed unnecessary by another local garage, and each time the staff would report that my tires had been rotated when they really hadn't (you can see your car being worked on). I was willing to put up with this for the cheap oil change, but now that the prices have increased there isn't a good reason to come here. Edit: You'll see a similar story from another 1 star review where a customer came in for an oil change and was told they needed $700+ worth of new hub assemblies only to have their regular mechanic say the hubs were fine.
Dean Bowler
★
☆☆☆☆
3 months ago
poor attitude and terrible service someone who gets that angry and annoyed shouldn't be working a front desk talking to customers
Brendan T. Westfall
★★★
☆☆
Edited 2 years ago
Update: This location offered me two tires, a rotation and alignment for 108$ to make up for the prior service lapses. The star rating has been updated to reflect this gesture. The original review can be found below: They say they do an inspection and tire rotation with every oil change. The past *several* times I have been there, they have done neither. Why be a premier AAA member if it doesn't actually matter to AAA? Shameful. If you need basic car care go elsewhere, I will be from now on.
Matthew Owens-Sturgill
★★★★★
a year ago
I made an appointment for the same day and I was in and out very quickly. The staff was knowledgeable and friendly. The facility was clean and inviting and, with the AAA discount, what would usually cost me over $100 ended up being under $50.
Annie Bingham ward
★
☆☆☆☆
a year ago
The absolute worst service I’ve ever had. I made an appointment for an oil change and new wiper blades. Dropped my car off and two hours later they hadn’t even moved it. The guy argued with me about the time frame! When I told him it was him I spoke to he denied it. Hours later I arrived to pick up the car and they told me they were missing a part and waiting for a truck. This went on for another two hours. Then they couldn’t get the computer to work. Do NOT go there! Unless you want to spend 5 hours trying to get a simple oil change. :( PS they forgot to check my wiper fluid, tire pressure and screwed up my dash settings. Not sure what else they forgot !!!
Doug Mercado
★
☆☆☆☆
Edited a year ago
UPDATE: AAA customer service promised to contact me to follow up on my complaint, but they never did. AAA’s customer service is sub-par. The auto service desk attendant is always rude and as unhelpful as can be. I don't know what AAA tolerates a person with no interpersonal skills to interact with its members and customers. Was told that I was #3 in line for state inspection and yet they didn't even look at my car three hours after I dropped it off. And they couldn't provide a rough estimate on when the state inspection would be completed. Take your car elsewhere for service until AAA finds better people to staff the auto service department of this location.
Beth
★
☆☆☆☆
5 months ago
Horrible customer service from the "manager." I was promised services they couldn't even deliver when I arrived for my appointment. Don't waste your time!
Connor Leeson
★
☆☆☆☆
3 years ago
I was told during an oil change at a different place that I needed a routine service done on my rear brakes- they told me the brake pads looked pretty worn and could use replacing. I figured maybe I'd be able to get the service done using my AAA membership and decided to test out my local branch. It was an absolutely terrible experience. The cashier up front, Valerie, asked me to repeat myself and re-answer questions I'd already answered several times during both drop-off and pickup. They also made me wait around an extra 5 minutes at the end because they couldn't figure out their own credit card machine. But that wasn't even the worst part. For the rear brake pad service, I was quoted at about $200 total. I dropped off my car, and 45 minutes later, received a call back from them, informing me that their "technician" recommended over $1100 worth of repairs, and a bunch of other services that I had not asked for. They were also very pushy about it- I had to explicitly state several times that I wanted to opt out of certain recommendations they had. Again, I had to tell the cashier about 7 times that I wanted to decline all the services being recommended to me and that I didn't want $1100 worth of work on my car that I may or may not need until she finally figured it out. I ended up getting the rear brakes serviced so that it wasn't a complete and total waste of everyone's time. Even if I do indeed need the services recommended, there was absolutely no way I was going to let them do all that, given how awful the person over the phone was and how freaking expensive the quote was. I'm seeking a second opinion now, and I have no doubt that I'll be given better recommendations and a cheaper quote from just about anywhere else. If I hadn't been as assertive as I was about my service, this place would've committed highway robbery of me and not even felt bad about it. Not to mention my gas tank was also suspiciously lower than it should’ve been for a small amount of work and only leaving it there for a day… My AAA experience for things like roadside assistance and saving money on theme parks have been mostly good, and I'm starting to think that's what they should stick to. Because their auto service experience absolutely SUCKS.
Mars
★★
☆☆☆
7 months ago
Same as others have said, there is an older white man on the car care side who is very unfriendly and makes you feel like you did wrong by walking in there. Service was pretty quick.
Amy Magee
★
☆☆☆☆
11 months ago
We are fairly new AAA members and have yet to use the car care services. My husband stopped by the Scott's Addition a couple of weeks ago to schedule a state inspection and oil change. The man behind the desk was curt, dismissive and in general did not want to help my husband. He spoke to my husband as if he was a bother and dumb. This has been our first face to face interaction with a AAA location and it rated zero. This man should not be the face of this business or location. We took our oil change and state inspection to a neighboring mechanic.
Sean O'Neill
★★★★★
7 months ago
I stopped by a few weeks ago looking to get an IDP. Unsure of the process, Davina and Charles dropped what they were doing to help me out, walking me thru the process/filling out the necessary paperwork. They left no question unanswered and made me feel very appreciative of their help. If you need any help at this AAA location please ask for Davina or Charles! You will not be disappointed.
Treda Hill
★
☆☆☆☆
8 months ago
My granddaughter and I walked in the center and greeted the older gentlemen he was rude and dismissive to us. He was snappy and aggressive towards my granddaughter. Spurting out questions without giving her an opportunity to answer the first question. When I intervene and ask him why was he being rude and hostile with her he denied and said because she canceled an appointment. Well sorry Bill things come up and life changes sometimes. This was our second encounter with Bill. He was the same way the first time and I just thought he was having a bad day. I believe kindness goes a long ways. My granddaughter, myself or any other customer does not deserve feeling like they made a mistake coming to this establishment!
Ciara
★
☆☆☆☆
8 months ago
I brought my car to an out of state AAA to fix my AC and brake lights. Everything was fine for a day, then the air blew hot on the drivers side and the break lights went out repeatedly (which hadn't even been addressed). Fast forward to this month, I end up bringing my car to this location not once, not twice, but THREE TIMES!!! The first and last time I went there, there was a very rude man at the front desk (He wasn't there the second time). His name was Bill. Bill wouldn't greet me or my grandma when I walked in, claimed he couldn't print out the invoice from my last visit to AAA, and overall was just rude and seemed to hate his job and everyone around him. Only good part of this experience is that because they screwed up the first time, I haven't had to pay for subsequent visits.
Elyzabeth Mason
★★★★★
7 months ago
I recently moved here from Georgia so I went here to do my title and registration. I forgot to get the employees name who helped me but he was super kind! It was a fast and efficient process rather than waiting at the DMV or having to wait a month with an appointment. This is a DMV select location so keep in mind they do not do drivers license’s here only title and registration!
spencer allen
★
☆☆☆☆
10 months ago
Went for the 39.99 full synthetic oil change. Showed him the coupon but they put a synthetic blend in my car. When I told the guy behind the counter that made a mistake he got loud and told me they don't make full synthetic for my car. I told him that he was wrong and he was ready to fight me. I asked for the manager and he said it was nothing he could do. They could have put the correct oil in my car. Now I can't trust AAA and I'm scared to go back to that location.
stacy evans
★★
☆☆☆
7 months ago
A little disappointed with the Scott’s Addition AAA. I suspected a failing alternator and had them check it out. They replaced the tensioner and belt which was a good call . However, they said the alternator was fine and the battery had low voltage . He suggested I try to redeem my warranty from advanced auto. I picked the car up with all the same issues ( power steering). Got the new battery. No fix. Finally, took my car to my regular mechanic. They squeezed me in and determined it was in fact the alternator. They replaced it and resolved the issue. I wish AAA had been more thorough in their diagnostics.
Christina
★
☆☆☆☆
3 months ago
Take your car literally anywhere else for service unless you enjoy being treated like all you are is a bother. The man working here has a rude tone of voice on the phone and in person. Many other people have left similar reviews about him. My husband made an appointment for our car for this morning and we were told it might not be worked on until much later in the day or not even until tomorrow. Why bother making an appointment then? We left and took the car elsewhere
Ray
★
☆☆☆☆
Edited 2 weeks ago
Left my car the prior night for next day 10 am appointment. The guy on the phone who called sounded intoxicated and unprofessional and said his name is Leo. He said my car would not be worked until next day even though I had a 10 am appointment that day and even dropped off my car early. He was condescending and rude throughout the interaction . I ended up taking my business elsewhere. Lack of professionalism at this place is shameful .
Mitt E
★
☆☆☆☆
a month ago
Don’t come here to register or re-title a vehicle. Told me I had to wait 10 minutes for the DMV lady since she was out to lunch until 2 PM... Ten minutes later, nice guy comes to help with the paperwork but had no idea what he was doing. Thirty minutes later I asked him how much longer and he said we have to wait for the DMV lady who was still not back from “lunch”. Ended up leaving and going to DMV anyway.
