AAA Arizona, Inc.

Lockout and Customer Service
On 10/12/My Wife called AAA regarding lockout serviceWe had lost the keys to our VW cabrioletAAA said they cover up to $and could have someone out first thing in the morning
The following morning she called AAA and they said there were sending someoneThen they called back saying that their locksmith couldn't do the job and they only had ONE locksmith contractedSo we contacted the locksmith and first he said it requires a dealer key, we told him its not laser cut and there is no chip its just a key, and I EVEN have a key blankThen it was a special tool to change the switch again we told him that we needed a key lie cut not the switch changedWe told him that we had AAA do this a couple years ago on our jetta, then he said it not the same body, it is, its the same car they are both MKVWsHe wouldn't even consider itI called a couple local locksmiths they said its not a problem $
So I called AAA back and expla

AAA did not deliver the service I paid for They also in error gave me the wrong card (but I paid for the gold membership)which caused massive issues
AAA failed to give me the service I pay for each year and have been a very loyal customer for years Sun and Mon they said I would wait outside in the degree heat and sun in Arizona to wait for a tow which I had no way of getting inside a building so I would have passed out most likely Tuesday I ask how long repeatedly and was told no later than 8:08pm (I had called in prior to 6:55pm that night) I sit on hold waiting to get a status update and have to hang up after minutes to call in and say I am filing a new tow just to get a live person They tell me it will be another minutes!! I ask to speak to a manager - he says he will make this right by having the tow take it without me being there and take it to my house Then tomorrow have the tow truck driver come back and take my car to my mechanic at the specific time I n

AAA is third party DMVI never received refund Title change from deceased mother to my name
On 09/07/registered car title from deceased mother to my name which was done by ***Was given credit slip $Return to AAA on 09/15/and took car off road
*** *** was unable to refund She stated she would email DMV and would call me about DMV responseNo return phone callCall *** *** on 09/16/No return phone call

Dear AAA Customer Service,
I would like a full refund for $for the battery installed in my Mini Cooper on Oct18,
I noticed my windows going down really slow past few weeks but didn't think anything of it until I went to work on Feb2016, stopped at the Bruegger's Bagel place and my car didn't startI called AAA and they came out and jiggled my cable and the car started
I went to work, and at the end of the day 3p.mI got in my car and again the car didn't startI jiggled that same wire; car starts and I drove to Tucson Foreign CarsMy mechanic recharged the battery and said the incorrect battery was installed in the car"The terminal's are too low." He recommended I call AAA for the correct installation
I called AAA Feband technician came and said, "Oh these Mini Coopers" under his breath, "Now, Now," I saidfeeling he was about to insult my carI showed him the paper work from my mechanic and asked if I could get a new battery? He said NoI ask

I was a member of AAA Towing & Roadside Assistance for one year ending October I did not want to renew the membership, but Chase Bank accepted a bill from AAA and paid it with my credit card for another year without my authorizationLater AAA sent me a refund, and then stopped payment on their check after I had cashed the checkChase Bank then took the $membership fee from my debit card account I have been trying to get the $bank from Chase Bank and AAA since that timeRecently I have called AAA four times and get different excuses each timeOn December 28, they said the check was mailed the previous dayAnother excuse and no refund! My membership number with AAA for the 2016-year was XXX XXX XXXXXXXXX X and their telephone number is XXXX-XXX-XXXXPlease help get my money back and thank you for your service

This automotive insurance enity is scaming the lower income citizans by making unconisonable demands to settle insurance claims on themAAA is making unjust demands on lower income people to settle claims like forcing them to get an uneeded salvage title for vehicles that were damaged in hale storm

No reimbursement from 7-13-request
Requested reimbursement for towing service on 7-13-Site says it takes daysHave emailed, meiled, faxed, and phoned multiple timesStill have received no reimbursement or even a solid date when I can expect itInfo requests have gone unanswered

I took my Kia Sorento EX into the mentioned shop on (4) different occasions as the Air conditioner was blowing hot air The first (2) times I was told the "leak" could not be found,dye was put into the system when it starts blowing hot air again bring it in and they will look for the dye to determine the leaking spotOn the 3RD trip I was told there were leaks found all of a sudden in the A/C line and schrader valves they did not locate these using dye,they had forgotten they did that I did those repairs totaling $about (6)weeks later it began to blow hot air again and I took it backI was then told it needed an additional repair consisting of "replace a/c compressor, replace drier/condenser unit,replace expansion valve and refill with freon all totaling $1,I was offered a discount totaling $not including my 10% AAA discount and to refill the refridgerant goes without sayingplease understand that during these (4) visits I also paid for and A/C service tot

I had an accident on Tuesday 7/25, on Wednesday 7/26 I dropped my car off at the body shop and Enterprise picked me up. I was given a Ford Fusion hybrid. I drove the car approximately 35 miles to friends place. At 4 pm I got into the car and was driving in 50 mph traffic when a warning message popped up on the dash saying"stop safely now" the vehicle promptly shut off while I was moving, trucks are whizzing by at 50, cars going even faster and I'm stopped in the fast lane. I push the car out of traffic into a driveway, keeping in that I'm 58 years old, I've had a heart attack and 3 back surgeries, and call enterprise roadside service.
The temperature in Phoenix on Wednesday 7/25 was 118 degrees and I had half of a 1 liter bottle of water. Enterprise roadside advised me it would take 75 minutes for a tow truck to arrive and 3 to 5 hours bring another car, there was no location that could pick me up at that time of day, that was 4:13 pm By the way the provider for enterprise roadside service is AAA of Arizona . At 5:37 I locked the car up, called my stepson and asked him to pick up his mom, took everything that was mine out of the car, grabbed my cane and started walking home. To say I was mad doesn't even come close to describing how I felt. It took me just over 3 hours to limp 12 miles home though some of the worst neighborhoods in Phoenix. While still hoofing it home I called Enterprise roadside at 7:00 pm and told them to bring me a car, again I was told 3 to 5 hours. I told them I was okay with that I would be at home waiting.
At 10:00 pm Enterprise roadside called me and told me the broken car had been picked up by AAA and taken to the airport and they were picking up a car to bring to me. when I hung up the phone it immediately rang, I picked up and it was the AAA tow truck driver telling me he was at the airport and where was I so he could tow me home. I told the driver he was there to pick up a car from Enterprise and bring it to me, the driver was confused and said he had to talk to dispatch and hung up on me.
I called Enterprise at the airport and they had no idea what was going on and had not been contacted by anyone about this situation. I then called Enterprise roadside again and told them that 3 hours had passed and I expected a car delivered to me in the next 2 hours, they had no record of me ever talking to them. iI stayed up til 1:20 am, no car. I went to bed and got up at my usual 5:00 am, at 6:00am AAA called with an automated message telling me they would be to my broken down vehicle 25 to 30 minutes. I hung up and 2 minutes later the phone rang, AAA was advising me they would be to my broken down car in 30 to 45 minutes. I called Enterprise roadside again they said that they would call the local rental office to get me picked up. they called me back when the office opened and told me they couldn't pick me up there were not enough people in the office. At this point my wife called an Uber that arrived at my house in 3 minutes, I had to scramble to get out the door. When I got to the local Enterprise office there were 5 people there not counting the guys out back washing cars! after a 30 heated argument about a replacement with Brazil Marquez who was more concerned about the car I broke down in 16 hours previously corporate managed to convince her to give me a car.
So after 16 hours and almost 60 phone calls I finally got a car, got my wife to work 3 hours late which lost her her over time for the day. i'm now driving an under powered Toyota Corolla that gets really bad gas mileage and has a cracked windshield but at least I haven't had to walk home again.
Thank you so Enterprise Roadside assistance and AAA of Arizona you were less than useless!
Enterprise RAP call inquiry103885

I have currently been waiting for over an hour and a half for someone from AAA to come help me with a lockout. I have been a member for over 20 years and have never experienced the extensive wait times like I have recently here in Arizona. I normally get a confirmation text after placing a service call but never received one this morning. I have been on hold with the automated 800 number for over 35 minutes now and have not spoken to a live person. I'm glad it's a Saturday and I don't have to go to work today...

Dear [redacted], Thank you for taking the time to let us know about your recent roadside experiences. Firstly, I would like to...

apologize for any inconvenience these may have caused you. We appreciate your feedback and have ensured that your calls were researched and that feedback was sent over to the proper management teams that handled your Roadside Assistance call in the Las Vegas area.As a gesture of goodwill, we would like to honor your request for a free year of membership to apologize for the frustrations of the incident and to thank you for your many years of loyal membership. On October 1, your membership household  will be renewed courtesy of the club  under your current  Plus RV level and paid in full ($167). You will receive your cards at the P.O. Box associated with your Revdex.com case and attached to your previous AAA Arizona membership.If you have any further comments you would like to add or would like to pass along any further information to me, please feel free to reach me at the phone number below.Thank you for your membership and continued loyalty to the club.

All,
In regards to Ms. [redacted] rebuttal, Please see the attached documents in our original response where Ms. [redacted] authorized the original amount of $1,550.31 via phone and timestamped by our Service Writer, Joe. This indicates the authorization by which we continued the repair work to investigate the full extent of the damage to the vehicle. By the time we discovered further issues during the repair process and Ms. [redacted] questioned the amounts and extent of repairs, we had already performed a teardown which totaled approximately $550, or 5 hours of the tech’s time. However, the manager, Frank discounted the amount owed to $400 as a gesture of goodwill for Ms. [redacted]’s troubles. Unfortunately, at this time, AAA Arizona is not able to honor any further requests for compensation made by Ms. [redacted].
Sincerely,
 
Ashley L[redacted]
Supervisor, Member Relations
AAA Arizona
[redacted]

Dear Ms. [redacted],
Thank you for reaching out regarding your recent Roadside Assistance experiences. We have reviewed the...

service calls in question and firstly, would like to apologize for any inconvenience you experienced during these services. I would like to note, however, that that after reviewing all calls mentioned we do only show one call that ran past the Promised Time of Arrival (PTA). As you mentioned in your narrative, this call was performed on 10/17/16 where a response time of 3:54pm was promised and we arrived on scene at 6:04pm- a 2 hour and 10 minute delay. As a Plus level member, you are provided with four calls per membership year, per associate. Due to your feedback, we have waived two of your household’s service calls so far during this membership year.
Please be advised, while we do try our very best to meet our promised time of arrival, we can experience delays time to time in relation to call volumes, prioritized safety calls in your area, weather or other factors outside of the club’s purview. However, we do take our member’s feedback very seriously and do apologize for any inconvenience you may have experienced in relation to your service calls.
We thank you for your loyalty and we look forward to serving you in the future.
Sincerely,
Ashley L.
Supervisor, Member Relation
AAA Arizona
[redacted] E [redacted] Rd., Ste. [redacted], AZ [redacted]

Monday 8/18/1014 AAA Roadside did not respond to a call from me for a dead battery (existing battery was purchased from AAA November 2013).   I drove my car to AAA Auto Repair on 8/18/2014. The battery had not failed, but the battery indicator light was flickering off and on. They stated it was the alternator, not the battery, so I gave approval to replace. While I was in the AAA waiting room, another AAA customer needed a ride to a rental car shop. Because they had not started work on my car yet, I offered her a ride.   During the drive she asked me how many miles were on my car, "because it ran so quiet".

When I returned that afternoon to pick up my car, there was no discussion, questions, or mention of my car needing any other repairs or service. I was not shown or given a copy of a vehicle inspection form dated 8/18/2014 (which has now suddenly appeared). My timing belt, water pump, and spark plugs are not yet due for maintenance. Therefore, the only remaining comment on this report is "recommend power steering fluid flush" (coincidence).   All this "suspect" vehicle inspection report does is emphasize how well I have maintained my car. At no time during the period 8/18/2004 through 8/23/2014, were there any conversations with any mechanic or employee regarding "dirty power steering fluid". Friday 8/22/2014 - 14 miles since I drove off the AAA Auto Repair lot on 8/18/2014 I did not drive my car into their shop on 8/22/2014 with a noise and a leak. I was attempting to drive to AAA Auto Repair to check the screeching noise that was getting louder every time I turned the steering wheel.   I heard a "pop" sound and then I had no power steering. When the tow truck arrived, we saw the fluid leaking on the ground. I had it towed into their shop, as it was not drivable.

[redacted] and a mechanic showed me the fluid foaming up and squirting out of the reservoir. I asked what they did when they replaced the alternator to cause the power steering to blow out 14 miles later? They said they could not see anything they did to cause this, however, they would "fix the problem" - although "the problem" was unclear at this point.

I insisted another mechanic look at my car. They suggested I leave my car overnight so their chief mechanic could inspect it when he arrived on 8/23/2014.   I was never given any estimate verbally or in writing until I received a copy from Revdex.com dated 8/22/2014.

Saturday 8/23/2014 I had not heard back, yet, from AAA Auto Repair by mid-morning. I called them and was told the head mechanic could not see anything their mechanic did wrong and said "it was a 'coincidence' that my power steering went out after they replaced the alternator" (there was no mention of dirty power steering fluid.)

I told him I would call AAA Towing to pick up my car and take it to [redacted] for repair. I called [redacted] at [redacted] to tell him they would be receiving my car from AAA Towing without me. I explained what happened and he said "I am sure their mechanic did not cause the problem on purpose".   I never said they did it on purpose.

Summary:

It is not the responsibility of [redacted] to determine what caused the power steering to go out after-the-fact. This noise started as I was leaving the AAA Auto Repair Shop on 8/22/2014.

I wonder what type inspections and/or adjustments were made to my car during the time period while in AAA's possession from Friday afternoon through late Saturday morning.

When the power steering blew out, naturally the pressure would cause the pump to fail, destroying the reservoir, creating air in the system and causing the filter and the fluid to be dirty. Dirty power steering fluid did not cause this explosion/implosion. The force to blow out the power steering system goes back to pressure - hoses - belts. That was the screeching sound I heard when I drove off AAA Auto Service's lot on 8/22/2014, after they replaced my alternator.

Based on the timeline and facts, the problems started as a direct result of services provided by AAA Auto Repair.   I am requesting to be compensated for the repairs done at [redacted].

Dear Ms. [redacted],
Thank you for reaching out to AAA Arizona regarding your...

Club Owned Repair transaction. We sincerely apologize for any inconvenience this may have caused. We have reviewed your desired settlement and unfortunately, we are not able to honor your request at this time. The amount billed and paid for ($400) was a discounted price provided as a goodwill gesture (originally invoiced for $561) and covers the tech’s labor time to disassemble the engine.
Our repair shop did leave the engine disassembled; this was done in order to avoid further labor charges to rebuild it at our facility and charges at the new facility to disassemble again. I do apologize if this was not communicated to you appropriately- I will address this with our Repair facility management.
Again, thank you for taking the time to reach out with your concerns; we appreciate your business.
 
Sincerely,
Ashley L[redacted]
Supervisor, Member Relations
AAA Arizona
Tell us why here...

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regarding waiver that my 16 year old son ([redacted]) signed.  The last line of the waiver agreement states “This does not absolve the Garage or its employees of responsibility for damage resulting from negligence or improper equipment” My son was asked for a concrete block to put under the car during drop off.Regarding AAA calls and response for resolving the issue- Please go back and look at the notes taken when I called, or listen to the recordings regarding this (at least 4-5 times). It will show that twice it was admitted that yes this looks like damage created during the service call. Also it will show that I was instructed to take the vehicle in for repair and send AAA the invoice. I was also told every time that someone would be in touch with me. No one called me back until I reached the local office on my 5th or 6th call, which is when I was told the case was closed. This was over about a 6 week period which we did not have use of the car.Regarding the damage that was caused by cement blocks placed under the radiator by the tow truck driver. Below is the picture that was taken after the car was set on the block which broke into pieces and fluid started leaking out. This picture was not taken at the scene of the accident. The driver took the picture when both my wife and son witnessed the fluid start leaking out as he set the car down on the block.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11772001, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Chantel [redacted]

AAA Arizona has reached out to [redacted] today. we verified with the Texas club that her dues have been recieved and that her membership is active through their club until May 31, 2014. We have also ensured that her 1997 household tenure was reflected on the membership...

along with her mother, [redacted] being placed as primary. [redacted] and [redacted] are set to expire through the Texas club on May 31, 2014.

In turn, I have removed the "Billed" status on her future Arizona membership, so the bill and letter that she recieved through our membership department may be disregarded. AAA Arizona is set for billing to take place in early April of 2014 for her membership transfer to the Arizona club on May 31, 2014. I also ensured that her tenure and and membership setup, including [redacted] as primary, has been added to her future transfer membership with the Arizona club.

Thank you for contacting AAA Arizona regarding your battery concerns. Our AAA Battery reimbursement policy requires proof of original purchase; therefore, AAA is not liable for a refunding a third-party battery purchase within the AAA battery warranty period without supporting original purchase...

documentation. Additionally, AAA batteries are not authorized to be sold outside of AAA directed roadside service calls such as Chevy Roadside Assistance or On-Star. However, as a courtesy, AAA has searched service records from AAA third-party contracted roadside service providers that may have had the opportunity to service your Impala on 7/2/2013 under your Chevy roadside assistance program. Unfortunately, we were unable to locate an invoice for the battery in question under your name or VIN. In light of the circumstance, AAA Arizona would like to recognize the inconvenience of your experience. As a one-time gesture of goodwill, we would like to offer half of the $130 you requested to cover the replacement battery for a total of $65.00 mailed by check to the address provided in your Revdex.com contact profile. Sincerely,[redacted]AAA ArizonaSupervisor, Member Relations

Dear Mr. [redacted],Thank you for your response. We have reviewed your statementand attached documents. At this time, AAA Arizona still states that the club is not responsible for, nor caused, the damage to your [redacted] as alleged during the extrication and tow services, as the vehicle was previously involved in the collision with the documented and photographed curb, creating the initial need for extrication as seen  in the attached pictures.However, because member satisfaction is our top priority, we have decided to authorize a check refund mailed to your membership address on file in the amount of $905.12- the amount for your related repairs- as a one-time gesture of goodwill for your membership and tenure.Sincerely,                            [redacted]AAA ArizonaSupervisor, Member Relations