AAA Roadside Tech Praised for Going the Extra Mile

Donna G. of Fairfield, Connecticut, praised AAA Northeast roadside technician Andrew Nelson for his kindness and professionalism when she had car trouble.

“I want to formally commend the exceptional service I received,” she said. “In a stressful situation, when my car was disabled, he went above and beyond to ensure my safety and provide professional, empathetic care — what I would call white-glove service.”

Andrew, who has been at AAA for 20 years, made sure Donna felt reassured every step of the way.

“Prior to arriving, he called me regarding timing, where my car was located and my location to coordinate it all. He immediately put me at ease and made the experience much less stressful for me. He arrived promptly and handled the tow to a nearby auto repair facility with incredible skill. He actually physically pushed the car himself to get it in the right position and out of the way for others in the lot.”

Andrew’s positive and friendly disposition made the experience memorable for Donna.

“More importantly, his kind demeanor, humor and clear communication made a difficult morning much easier to manage. It is rare to encounter such a high level of dedication and professionalism. People like this technician are the reason I remain a loyal AAA member.”

Andrew remembered the call and said that Donna was nervous, and he wanted to make her feel comfortable.

“I treat members like I would like my parents or grandparents to be treated,” he said. “If someone is stressed and has no one to help, I try to help. I try to treat members like family, if they are open to it.”

Nelson’s roadside call strategy is trying to determine what needs to be done before he arrives.

“Every call is different,” he said. That’s one of the reasons he enjoys his job. “I’m not stuck in an office. I meet new people and go different places. And I get to help people along the way.”

AAA Roadside Assistance is available 24 hours a day, seven days a week in the U.S. and Canada.

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Ellen R. Delisio

Ellen is a content producer for AAA Northeast, covering automotive, finance, public affairs and electric vehicle news. She is a former newspaper reporter with experience writing for print and online publications about everything from higher education to sustainability. She recently returned to her native Long Island after living in Connecticut for 20-plus years, and has never met a beach she didn’t like.