AAA Arizona, Inc.

Please be aware, AAA Arizona has resolved Mrs. [redacted]'s concerns as outlined below:The Members would like to continue their relationship with AAA.  Mrs. [redacted] was thoroughly satisfied at the resolution...

below: ·         AAA Arizona is to pay for a Complimentary Basic Membership for [redacted] and her spouse, DR. [redacted] for 05-31-2014 through 05-31-2015. Valued at $88.00·         AAA Arizona is to issue a refund of $60.00 back to member’s American Express Card Again, to resolve this member’s phone issue, the AAA AZ Member Solution Specialists, gave Mrs. [redacted] an alternative phone number to call directly for AAA Arizona Membership by dialing ###-###-####.  Additionally, the member can call AAA Arizona Roadside Assistance directly by dialing ###-###-####.Thank you for bringing these concerns to our attention.Sincerely,[redacted]?Supervisor, Member Relations

Dear Mr. [redacted],On behalf of AAA Arizona, I would like to apologize for any inconvenience our reimbursement process has caused. We appreciate your membership, and in light of your tenure, I will authorize an emergency reimbursement for the requested amount of $50 that will come in the form...

of a check sent to your AAA Arizona household membership address in our records. Should you have any questions, please let me know.Thank you,[redacted]

I have reviewed the response made by the business in reference to complaint ID[redacted], 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,

After reviewing Ms. [redacted] case, AAA Arizona reached out to [redacted] to inquire on the progress of Ms. [redacted] complaint resolution. We have confirmed via their representative, Glenda, that as a gesture of goodwill, [redacted] Office of the President has opted to offer Ms. [redacted] a one-time...

credit of $144.00 to cover the $6 monthly charge for 24 months. Thank you,[redacted]AAA ArizonaSupervisor, Member Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Dear Mrs. [redacted],

 

Per our discussion on November 18, 2014, I have mailed a check for your full 2013 AAA dues totaling $195.00. Additionally, please be aware that I have sent a letter to a local [redacted] branch requesting the reversal of your incurred overdraft...

fees.

 

Should you need any assistance or have any further questions, please feel free to reach me directly through my contact information below. We thank you for your years of loyalty with the club and for your time in helping us address this matter; we hope to see you again as a valued member of AAA Arizona.

 

Sincerely,

AAA Arizona

Supervisor, Memebr Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

So disappointed that a service call from AAA turned out so badly on May 22. Key wouldn't turn in ignition. Responding driver recommended calling a locksmith and left. Told me it should cost about $150 or so. Locksmith came and charged over $425. AAA covers nothing because it is not considered a lockout. Cancelled my membership today since it no longer gives me peace of mind to pay for nothing. I could have had the car towed to a certified shop and not been placed in a position where my car was stuck in a parking lot on a 100 degree day. I have no idea if I was scammed by the locksmith.

[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 [redacted] 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,

Angela Mareno

To whom it may concern:

AAA Arizona has reached out to Mrs. [redacted] and apologized for the delay and negative experienced during her roadside assistance call. As a gesture of goodwill, and in appreciation of her tenure with the club, we have honored her request for reimbursement...

of $159.00- her full Plus year dues for the year.

Sincerely,

AAA Arizona

Supervisor, Member Relations

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.

Review: A couple months ago I took my car into AAA because I was having several problems. One main problem, among a long list of others; was that my check engine light kept coming on/About a month after I took my car in my check engine light came on, so my husband checked the oil and there was only 1quart so we had to add an additional 5quarts to bring it to level. Aside from that when picking up my car from AAA the first time they fixed it they tried to attribute my problems to the car being low on gas. Now I fill my car regularly and I have weekly receipts to prove it/I called AAA and the tech advised me not to drive the car, to call AAA and have it towed into the shop/ I had it towed TWICE by AAA to AAA for my check engine light coming on, not only does the light just come on my car experiences a loss of power and I have recorded on my cellphone footage of my car while driving. The RMP fluctuates, the check engine flashes and then stays on consistently. I have several events in which I have recorded or taken pictures of the problem occurring it happens almost constantly. When I took my car in I indicated to AAA ALL of the problems I was experiencing they charged me around $1,700.00 and I feel that I have yet to receive resolution for the problems I have been experiencing and expressed to them. Not to mention the inconvenience of me not having my car when its been towed to AAA. The last time I had it towed in they had my vehicle for 10days and the time before for over a week. I work a regular 8:00am-5:00pm Monday-Friday job; this puts a terrible inconvenience on me to be without transportation. When Im finally able to retrieve my vehicle they make some indication that they reset my vehicle and could not replicate the problem.Now by no means am I technician or claim to be, but replicating my issue which I clearly have footage of occurring on almost regular basis does appear to me that they are resolving my issues, maybe they should take a look into the work theyve done. My cars check engine light is intermit and theyd have to drive my car consistently like I do in order to replicate my issue which within the ten days they had my vehicle they should have found some issueI had my husband call on my behalf to speak to the mechanic hoping that he could clarify the issue being more knowledgeable about cars than I; but we were unable to speak with anyone over the phone other than one tech who informed us they reset and couldnt see why the light came on. So we decide to physically go down to the office and request to speak with the techThe front office woman implied to us if we were having an issue we should call corporate office. My husband said thats fine but hed like to have the tech (and he specified for [redacted] the manager of the shop) to give him a call, but no one ever did. so I called the next day and filed a complaint on May 24, 2013 I spoke with a representative named [redacted].I NEVER received a call back so I called once more on June 4, 2013 to check on the status of my complaint a representative indicated to me that someone pulled up my complaint on May 28th and that since the weekend was approaching that I should have received a call after Monday which would have been June 3, 2013 so to give it some more time..So I gave them more time and called again on June 11, 2013 at 9:47AM and filed another complaint specifying to them that if no one called me back; by June 12, WHICH IS A BUSINESS DAY, I all I would be filing a complaint with the Revdex.com. It is actually now June 14, 2013 I was courteous enough to give them the two extra business days but again NO ONE has EVEN ATTEMPTED TO CONTACT me to make this right. I had to use a credit card to pay this $1,700 balance and Im accruing interest on this balance and my car is NOT EVEN FIXEDI have parked my car because since I have picked it up from them; My passenger side mirror fell off later that day which is irrelevant to me I can easily have that replaced for less than $1,700. BUT I have some loud rubbing/whining noise that occurs when I accelerate, my check engine light is still intermittently appearing, the car almost stalls out when in the midst of driving, I experience a loss of RPM and the engine rattles/shakes while Im accelerating on the gas, my car makes a horrible grumbly noise when I turn on my A/C, and when I come to a descending stop my car shimmys and shakes as well as my steering wheel. They guaranteed us that would stop after they replaced the tie rod ends. Usually when I start to experience a problem I take out my recorder and start filming so I can recollect what has occurredIts been over six months that Ive been in this back and forth with them and every time my car is not getting fixed the more I feel Im wearing on engine issues, so Ive parked it hoping to keep it from worsening this again is a terrible inconvenience for the price Ive paid.Desired Settlement: Id like someone to contact me regarding all these issues so that we can get my car fixed for the supposable tune-up performed, I'd like to take my car into a different AAA shop and have ALL of the issues that I descibed in the begining resolved( for example the check engine light coming on, the engine shaking and the car shimming when I slow down)or give me a refund so I can take it to a better shop and actually get a proper tune up and have them actually address all of my concerns/issues

Business

Response:

Hi [redacted]

We have addressed [redacted] desired settlement as follows:

Id like someone to contact me regarding all these issues so that we can get my car fixed for the supposable tune-up performed:

On 7/9/13 our Manager of AAA Club Owned Repair [redacted] and myself reached out to the member by phone to offer a tow for her vehicle and an appointment at a different Club Owned Repair facility in Peoria.

I'd like to take my car into a different AAA shop and have ALL of the issues that I descibed in the begining resolved( for example the check engine light coming on, the engine shaking and the car shimming when I slow down)or give me a refund so I can take it to a better shop and actually get a proper tune up and have them actually address all of my concerns/issues:

On 7/10/13 AAA transported her vehicle to our Repair Facility in Peoria and her vehicle was accepted by the Repair Facility Manager, [redacted]. There, they provided a full inspection of the vehicle. On 7/11 he reported that they were unable to find any code or driveability issues with the vehicle. He decided to keep it an additional day to do test drives with various scanners to try to locate an issue. He extended a complimentary rental car to the member while the vehicle was undergoing repairs. At this point the vehicle has been issued to the member for nine (9) days free of charge and the member is not able to bring it back until Monday 7/22 for a total of twelve (12) days at AAA's expense. AAA kept the car for nine (9) days running tests and performing repairs, finishing today, 7/19. During this time, [redacted] remained in contact with the member to update her on the status of her repairs. Ultimately, AAA covered [redacted] for $674 of repairs including the replacement of two (2) factory oxygen sensors and a battery replacement.

Please be aware that when this member first brough in the vehicle to our Camelback repair shop on January 4, 2013, the vehice had 117,000 miles on the odometer and was reported by the mechanic to be not well maintained. She spent $800 for a diagnostic, spark plug replacement and coil replacement. The remainder of the $1,700 was regular maintenance performed.

The member brought in her vehicle twice after her initial repair- 3/21/13 and 5/16/13. Both times, her vehicle showed a check engine light and the member provided a list of symptoms. Each time, AAA inspected the vehicle and was unable to duplicate the issues and returned the vehicle to the member.

Supervisor, Member Relations

AAA Arizona

###-###-####, ext. [redacted] office | ###-###-#### mobile

Review: On 09-28-13 I had my 1993 Ford F150 pick up truck towed by a AAA tow truck (the driver provided excellent service), to the listed AAA Auto Repair center in [redacted] I had suspected a faulty fuel pump. Shortly after having the truck dropped off I was contacted by [redacted]. He explained the process and informed me that he should have a diagnosis on Monday. On Monday [redacted] calls me and confirms that there is a faulty fuel pump as well as the sending unit, but not only in one of the fuel tanks, but in both. He informs me that the repairs, along with a recommended fuel system flush would be roughly $1100. I told [redacted] that this was a hardship issue and that I would only be able to afford enough work to get the vehicle started. He informed me that the best he could do was approximately $959 without the fuel service. I then proceeded to contact two other auto repair shops for estimates. I contacted [redacted] and the [redacted] They both quoted me between $359-400 in labor plus the cost of parts which they would allow me to provide. This would save me in excess of $300 compared to the AAA price. I then informed [redacted] that I would be having the truck moved to another facility for the repair. On Tuesday morning I arrived at the AAA facility and paid the agreed upon diagnostic fee of $59.80. The invoice, #[redacted], stated that both fuel pumps and the fuel filter needed to be replaced. My tow truck arrived and prior to loading the truck I pressed the switch to try and see if the rear fuel tank was functioning (this is something I failed to do we the truck initially failed to operate). The truck started right up, it turns out the rear fuel tank fuel pump was operational. The truck is running perfectly fine. I then immediately contacted [redacted] and informed him of this. He said to me in a condescending tone that the fuel pump repair was only a "recommendation" and nothing more. I feel that the diagnosis was misleading and unethical.Desired Settlement: Because of the misleading and inaccurate diagnosis I feel that the fee paid of $59.80 should be refunded. I would also like to see that this incident be documented in [redacted]'s personnel file.

Business

Response:

The manager of our servicing facility reached out to the

member on Wednesday, October 2 to discuss the details of the diagnostic

results. To address the member’s request for resolution AAA Arizona responded

with the following:

“Because of the misleading

and inaccurate diagnosis I feel that the fee paid of $59.80 should be refunded.

I would also like to see that this incident be documented in [redacted]'s personnel

file.”

A refund check has been processed and mailed for the full amount of the vehicle

diagnostic: $59.80, as requested. We have also put the member in contact with

the representative’s direct supervisor and management has been

alerted to the comments posted by the member.

I am filing a complaint with AAA for inadequate service on October 4, 2014.
On October 4 my family and I were returning home from Vail, Colorado to our home in Mesa, Arizona on Highway 285 south. We ran over something in the road as we crossed over from Colorado into New Mexico. Our left rear tire immediately flattened.
Being AAA members, I called to request road assistance. It took 30 minutes (two separate calls) to have an intake report. It took another 45 minutes for the AAA office to advise us a technician was being dispatched. I learned the tech would be coming in from Taos, with an estimated arrival time of 2 hours 45 minutes. Since we were only 5 miles from Antonia, Colorado it was frustrating for us to learn this.
I spoke to at least 3 AAA representatives, being held on line for a minimum of 10 minutes each time. The last call, Richard, promised a supervisor would call me to discuss my disaffection. I never received any follow up call.
I eventually called 911, who promptly responded to our need for help.
I have been a faithful customer of AAA since 1992. #[redacted]SSN[redacted]. My husband and I are considering dropping our coverage with you, pending your response to this issue. Please show us the courtesy by responding to this complaint.
I will be sending a copy of this letter to the Revdex.com.
Respectfully,
[redacted]

Review: I was recently mislead/lied to by TRIPPLE AAA to purchase a new car battery when mine was perfectly fine. The service technician who came to my assistance when my car would not start lied to me about the results of my battery test and the reason the battery failed. The technician stated that nothing was left on that would have drained the battery but I later found out that was not the case. The technician stated that my battery had failed a battery test however when I later read teh results I saw that it did in fact pass. I had submitted to purchasing a new battery at the time because he said my battery was “done” and that “nothing was left on” however I discovered later that yes my daughter’s backseat dome light was on, and my battery test said “pass”. When I realized later what had happened, I called for resolution, and the company was willing to return my battery to me and refund my purchase, for a fee. When I returned the call to set up a time to refund my purchase and return my battery I did not receive a response. I do not believe I should have to incurr a fee for the return because the purchase was made due to unethical sales practices, further I believe this should be resolved immediately and the company should not delay in returning my battery to me and refunding my purchase (as already agreed to by [redacted] (manager). per a voicemail left on 04/28 and discussion had on 04/28.Desired Settlement: I expect my originally battery to be returned to me as promised and a full refund to be granted immediately for the battery purchased due to the unethical sales practices.

Business

Response:

Dear Ms. [redacted],Thank you for contacting AAA Arizona regarding your service experience; we apologize for any incovenience you experienced with our mobile battery service. We appreciate you taking the time to provide feedback, as we have provided your points to our Battery Manager to review.As requested, your original battery was reinstalled and a full refund totalling $177.26 has been issued. If you have any questions or concerns regarding any of these actions, please do not hesitate to reach out, as we would be happy to assist.Thank you for your valued membership.Sincerey,[redacted]Supervisor, Member RelationsAAA Arizona

Review: I purchased a battery from AAA when my battery died on October 8, 2015. I was living with someone who had purchased AAA and she offered to call for me. When AAA showed up, I asked about the policies regarding batteries. I made it extremely clear that I would not be buying a AAA membership, nor would I always be with [redacted], the person who called AAA for me. I was told by the driver that I didn't need to keep my warranty paperwork, nor did I need to be with [redacted]. If my battery went out within 3 years, I was covered. My battery went out on 9/9/15 and AAA refused to send out anyone to help, or a new battery to honor the warranty. They told me that the driver was incorrect and I should have kept all the paperwork, and even if I had the paperwork I would need to be with [redacted] in order to even receive the benefits of my warranty. I paid in my own name and for my car (Toyota Sienna 1998). I no longer speak with [redacted], and was homeless for about a year, and therefore those warranty documents are gone, but as I was told by the technician, I didn't need those to honor my warranty. I was told a complaint would be filed and I would hear from AAA within 7-10 business days. I have not heard from them.Desired Settlement: I would like a refund for the entire amount as I was not able to use my car for a long period of time and was not contacted by AAA despite their promises to contact me after looking into it.

Review: On 8-18-2014, I drove my Honda Accord to AAA Auto Repair at [redacted] as my battery indicator light went on and I had a new AAA battery installed at my home. [redacted], SUP V, stated that the test indicated it was the alternator I gave approval to replace and was told it would be ready int the late afternoon (see attached work order). I was back at 4:30 and car was ready. Driving off their lot onto [redacted] road, I immediately noticed a sort of screeching sound whenever I turned the steering wheel. I thought maybe the rebuilt alternator was stiff. I should have returned to the shop, but knew they would be closing soon. I drove home, approximately 4 miles, thinking I would take the car back if the noise continued. My car remained parked for the two days and on 8-21-2014, I drove the car to the bank and store and the noise seemed to be getting worse, so I decided to take the car back to AAA Repair Shop the next day. On 8-22-2014 I was on Missouri and 22nd street when my power steering went out completely.

I called AAA towing and had the car towed to AAA auto repair at [redacted]. The tow truck driver and I could see a lot of fluid draining on the ground. The repair shop checked under the hood and showed me that the power steering fluid was shooting out of the tank and seemed to be pumping the wrong direction. I said they needed to find out what their mechanic did because there was no noise, leaks, or problem s with the power steering before the alternator was replaced .The service advisor checked my mileage gage against their work order and said I had only added about 14 miles since it left their shop. He stated that their lead mechanic was not in today but would check it tomorrow morning. The next morning, I was told he looked at the car, but could not see anything that his mechanic did wrong. Therefore, they though it was just a coincid ence that the power steering went out the same time the alternator was

replaced. I told him that I called several different reputable auto repair shops and spoke directly to their

mechanic about this incident. They all said the same thing, "The crank pulley system': If the three belts taken off to install the new alternator are put back on in the wrong order or too tight, it could put a lot of pressure on the power steering system leading to failure. AAA Auto Repair continued to state it was a

coinciden ce, so I called AAA towing to take my car to [redacted] (my normal repair shop) to fix the

damage. After inspecting/testing the power steering system, service manager [redacted] stated there was air in the power steering line. The pump was leaking as well as the o-ring and hose. I told him what happened and insisted they take the alternator and all belts off and put them back on looser before they do the power steering repairs. They had the car for three days due to a part coming from their LA warehouse . I picked up the car on 8-26-2014 and paid the $1500.00 repair bill. I asked service advisor [redacted] if he thinks the alternator replacement caused the problem and he said he couldn't say yes. He is n ot the

mechanic that did the repair work.

I then drove over to AAA Auto Repair and dropped off a copy of the [redacted] invoice for supervisor [redacted] who was out of the office. Two days later, I called him and asked if he got the

report. He said "Yes, and what am I supposed to do with it?': I explain ed that I should be compen sated for this repair. He stated that he spoke to service advisor [redacted] and he could not say "Yes" on the alternator replacement causing the problem, but also couldn't say "No" either. He is not the mechanic that worked on the car and he does not want to get involved by taking sides. Again, [redacted] tried to say it was

coincidence that happend in less than 14 surface street miles after it left their shop. What kind of warranty or protection does this provide customers on their repair work? I told [redacted] that I have copies of my power steering service record from [redacted] as well as [redacted] showing no leaks or problems (see attachment). I asked him if the power steering was on the verge of failure, why did his mechanic not notice a leak or noise when the car was driven into the work bay or worked on. Apparently, the mechanic did not drive it into the work bay. After work was complete, whoever started the car, backed it up and parked it, should have heard the screeching noise from the steering and put it back into the work bay. [redacted] said he would have to talk to his supervisor.Desired Settlement: AAA Auto Repair should take responsibility for the work performed on my car. I do not want

another customer to get the run around like me, therefore I am filing this complaint report.

I have always done the appropriate maintenance on my car since they say it can run well over 200,000 miles provided you take good care of it. My Honda Accord is a very quiet and dependable running automobile.

Business

Response:

Monday, 8/18/14

AAA roadside responded to a call from [redacted] for a dead battery. Her car was jump started and she drove it the AAA [redacted] location to have it charged and inspected. We charged her battery and tested the charging system and found the alternator had failed,which caused the battery to go dead. We replaced the alternator and performed a 36 point inspection on the vehicle. The inspection revealed dirty power steering fluid, and we also asked when the timing belt and spark plugs were last replaced as the vehicle has over 130,000 miles on it.

Friday, 8/22/14

[redacted] returned her car with a noise and leak. We found the power steering pump was sucking air and causing the fluid to foam up and squirt out of the reservoir. We gave her an estimate to replace the pump, which she declined stating we somehow caused the pump to fail and wanted us to replace it for free. We explained to her the neither the pump or belt had to be touched when replacing the alternator.

Saturday, 8/23/14

[redacted] dropped her car off at [redacted] where they verified air entering the power steering system and also found a plugged P/S filter. They replaced the pump, filter, reservoir, o-ring and flushed the system with new fluid. The alternator and belt was also inspected and found to be in good order.

[redacted] insists we caused the pump to fail because we over tightened the belt while replacing the alternator. We showed her the alternator is the first component inline and the power steering pump is the last “V-6 engine”. No one would ever have to remove the power steering pump or belt to replace the alternator. We also contacted [redacted], the service advisor at [redacted] and asked if he thought we caused any damage to her car while working on it - His response was no, we did not cause this to fail.

Consumer

Response:

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].

Business

Response:

We understand [redacted] concern and frustration surrounding her recent repairs; no one likes paying repair bills especially if they feel it wasn’t needed. That being said, AAA Auto Repair did not cause the power steering failure by replacing the alternator on her car on 8/18/14.

Replacing the alternator on this make/model does not involve touching the power steering pump, belt or lines in any way. When [redacted] returned her car to our shop on 8/22/14, we identified the power steering problem and gave her a quote of less than $500 to fix it. She chose to take it to the dealer and paid $1,500 to have it repaired and now expects AAA Auto Repair to cover the cost of her entire bill.

We consistently go out of our way to resolve customer issues, even if there’s some doubt of who or what caused it. In this case however, we are not at fault and do not feel we should be responsible for paying her repair bill.

Review: I had a vehicle towed on 12/26/13. The tow truck driver was the last person to have the key of my vehicle. I have a witness that saw the key exchange at [redacted]. The tow truck driver then lost/misplaced the key. He failed to return the key to myself or put the key in an obvious location. I currently have to spare key.Desired Settlement: I believe it's only fair that I receive a reimbursement for the tow and a copy of a new key. In general it's not because of the money why I'm writing this. It's because AAA failed to do a very basic service properly. I'm currently trying to trade in this vehicle, but I am unable to do so thanks to the missing key. In addition, AAA has been extremely slow at trying to resolve the issue.

Business

Response:

Dear Mr. [redacted],On behalf of AAA Arizona, I would like to apologize for any inconvenience our reimbursement process has caused. We appreciate your membership, and in light of your tenure, I will authorize an emergency reimbursement for the requested amount of $50 that will come in the form of a check sent to your AAA Arizona household membership address in our records. Should you have any questions, please let me know.Thank you,[redacted]

Review: Called for a tow truck at 5:40 pm tow truck shows up at 7:30 pm, no contact from AAA that truck was running behind. I contact them to be told they are running behind, no attempt to find another tow truck that is closer that can get to just have to wait another 25 minutes to get a tow truck. When the driver finally arrives he informs me that he told dispatch that I was waiting and that they were sending him the opposite direction from me, he was told they would handle it. The way the handled it was to make me wait, despite my calls complaining for the same tow truck driver they had just sent across town from me, when he was originally only 2 miles away. Their customer service reps and the ha - ha supervisor only offered worthless apologies, no solutions and absolutely not attempt to rectify the situation. Supervisor said she would send my complaint to AAA they would get back to me in 5 days.Desired Settlement: compensation for waiting 2 hours for a tow truck. send their customer service and dispatch people out to wait with a stranded car for 2 hours, see if it improves their worthless and horrible customer service.

Business

Response:

We responded to the member the day after the incident occurred, on 9/25/13. We apologized and refunded her out-of-pocket portion of her service call as goodwill to the member in light of the level of service she recieved. We also informed her that her case has been researched thoroughly and our internal teams will be coached to prevent further service issues. We did recieve a response to the incident and it's resolution from the member that was posted to our Facebook page the following day:

“update to last nights post. Spoke with [redacted] at AAA

today, yeah they messed up yeah it should not have taken so long, tiffany is

looking into and working on getting the employees up to speed. She apologized,

explained not how they want to do business - of course- but I complained last

night, my complaint was responded to by [redacted] and taken care of. They did

look at my situation and they do take customer service seriously.”

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: AAA Arizona withdrew from my checking account for membership fees without any previous authorization and has refused to refund part of the money they basically have stolen from me. I have tried for over a week to get my refund without success. They went into my checking account this year in Oct and when it was brought to my attention I called and had it reversed. In the beginning of this month they did it again and I called to have it reversed. I then checked to see how many times they had done so to find another charge from November 2013. Amazingly enough, they have refused to refund the whole amount and tried to negotiate with me for half the money.Desired Settlement: I want all of the money returned as well as any fees and interest incurred during the period which they committed the offense. I am offended as a past AAA patron and never dreamed I would have to go this route.

Business

Response:

Dear Mrs. [redacted],

Per our discussion on November 18, 2014, I have mailed a check for your full 2013 AAA dues totaling $195.00. Additionally, please be aware that I have sent a letter to a local [redacted] branch requesting the reversal of your incurred overdraft fees.

Should you need any assistance or have any further questions, please feel free to reach me directly through my contact information below. We thank you for your years of loyalty with the club and for your time in helping us address this matter; we hope to see you again as a valued member of AAA Arizona.

Sincerely,

AAA Arizona

Supervisor, Memebr Relations