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AAA East Central

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Reviews Travel Agency AAA East Central

AAA East Central Reviews (97)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted], ID [redacted], was in touch with AAA on March 19th.  I requested paperwork from her dealer and received this on March 30th.  I approved the reimbursement of $106.66 for the dealer purchase battery.  I called Ms. [redacted] and left her a voice mail that I was issuing a...

check request and it would take up to two weeks to receive. I’m not sure why she went to you, I have been working with her this whole time.  Let me know if there are any other issues. Thank you, [redacted] Member Relations Manager

A AAA Automotive Services manager
reviewed the calls from member, Ms. [redacted], and determined that our dispatcher was not “nasty” or
rude.  However, the manager did say that an apology was not offered to the
member, and the dispatcher will be coached accordingly.  The member...

also
spoke with an employee in the Member Service call center who was kind and
apologetic, and transferred her to the manager who also apologized and put in a
request for her to be followed up with.
 
A AAA field service manager visited [redacted] the following day to further investigate the road service call.  They
noted that they requested backup assistance because they were busy in the
area.  The tow truck driver arrived on scene 1 hour and 21 minutes after
the call came in and phoned the member.  He claimed she was screaming and
had an attitude.  The driver said goodbye and disconnected the call and
then alerted  AAA dispatch that they
would not be assisting the member. Our field service manager counseled the
station manager on properly handling a road service call.
 
The field service manager then spoke with
Ms. [redacted] and apologized for the entire situation. AAA  offered to refund her last dues payment of
$74.00 as a goodwill gesture and to offset some of her out of pocket expenses. 
The member said she would be taking this further and mentioned multiple times
in her conversations that she knows how to fill out a Better Business complaint
and will make it her life’s mission and spend up to 15 hours a day to get this
contractor fired. AAA considers this complaint closed.

Review: Several months ago (in April), I had AAA tow my vehicle. The driver put the tow hooks into the drain holes in the subframe instead of in the tow hooks, causing the subframe to be damaged. I contacted AAA within one week and spoke to two AAA representatives who said that AAA was responsible for the damage. The one representative requested I take the car for a repair estimate. I drove 25 miles each way to get the requested estimate, at a shop they approved. Once I sent it to them, it took several follow ups to get them to acknowledge receipt, at which time they tried to argue with me about the cost. Again, I didn't ask for any compensation for driving to get the estimate, nor was I asking them to cover a rental while my car was in the shop, nor am I asking for anything for the reduced value of the car since it will now have welded patches on the frame. It took MONTHS of hounding them and calling them to get a check. It finally arrived on JULY 8th, and they had the audacity to send a check for $100 less than the estimate!! They *CLAIM* the shop reduced the estimate but cannot provide me with a copy for proof. I have been MORE than patient with this and cannot believe they would send a check for less, and additionally not inform me that they were doing so-apparently they were hoping I'll just accept it and go away. Their driver caused the damage (which they agreed with), I went to a shop they approved of, I am only asking that they pay the estimate provided to repair the damage they (via their driver) caused to my car. I believe that is more than fair.Desired Settlement: I would like a check for the FULL amount of the estimate from the shop they approved which I have a copy of, $377.58.

Business

Response:

The incident occurred in the territory of AAA Western & Central New York; therefore, the investigation and determination of compensation was performed with this AAA club. The contact the member spoke with at AAA Western & Central New York neglected to inform the member that the amount was lowered. As a goodwill gesture, AAA East Central is sending a check in the amount of $100.00 to the member. A field services representative phoned on July 11, 2016, to notify the member.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I phoned AAA for road service on 7/29/16 at 10:30 pm to get my Son's Car towed and they took my AAA-Plus membership information over the phone and said No problem with towing your Sons Car "even after I explained that the Police took his License plate off due to a possible lapse in his Insurance" so I gave them the address at [redacted] in [redacted] twp . Well around 12 Midnight I called them back and they stated we are very busy so hang in there. At 2 am I called again and they said they would pick up the Car soon. At 2;30 am they finally arrived at the [redacted] and the Driver told my Son via phone that he can't tow the car because it doesn't have a License plate on it.

The Customer Service people are friendly but don't know What the [redacted] they are doing. I SHOULD OF BEEN TOLD THIS AT 10:30 pm when I phoned the first time, INSTEAD OF HAVING TO STAY UP THAT NIGHT UNTIL 2:30 AM BECAUSE THE AAA STAFF DON'T KNOW WHAT THEY ARE DOING.

I have left 2 phone calls with the complaint dept at AAA and the first caller named Brent didn't even apologize for my experience until I yelled at him. I then filled a written complaint via phone call to AAA on 7/30/16 and I was told that a Manager would phone me back within a week or so.

TODAY IS 8/18/16 AND NO CALL BACK FROM A MANAGER, NO SUPRISE because you think your above complaints.

I hope another company comes in and takes most of your business, I WOULD BE THE FIRST TO SIGN UP.Desired Settlement: A call back from a Manager explaining why I have been treated so badly without any apology in AAA doing such a bad job in this No Towing situation.

I thinking about dropping my AAA Plus card at expiration date due to AAA's personnel lack in caring for how customers are treated.

Business

Response:

The Member Relations manager spoke to Mr. [redacted] and apologized for the incorrect information given by the Road Service call counselor. As a goodwill gesture, the manager offered a membership dues refund of $50.00 for the inconvenience. The member accepted. A check should be received by the member in a few weeks.

Review: I had AAA membership before which expired back in December and I received a letter stating that I can renew my membership even by the road side. On Saturday July 2nd I needed Road side assistance, I called AAA to renew my membership then they told me they can renew but with an extra/different charge of $35 for same day service which they did not mentioned in their letter to me. I agree to that I paid the $35 extra and a different charge of $128 for the membership. Because it was an urgency to me as I have my toddlers in the car and needed to get off the Turnpike. 45 minutes later the road service arrived and the road service person demanded that I pay $32 on the spot ( I have receipts for that) although I just paid AAA membership and paid extra for same day services. When I called AAA they said that they do not operate that service in NJ and that I have to pay these people again to get service. The agent apologized. I am pretty sure that I am not the only one who reside in PA and happen to be traveling in NJ and has a flat tire. That is NOT the 1st call AAA ever had from out of state. I think that AAA was aware that they would NOT be able to service my car in NJ Turnpike which I told them exactly where I was at the time and they took my money anyway including the extra fee. This is false advertisement and an abuse to someone like me who was in a vulnerable situation. I want to be reimburse for the Extra Fee of $35 and the road service which I paid $32. I signed for that membership that they can keep.Desired Settlement: I want AAA to refund me for the money I paid the road service people $32 and the extra $35 that I paid AAA for same day service which I did NOT receive.

Business

Response:

We apologize for the confusion regarding the member's recent membership renewal during their roadside assistance occurrence. A same-day service fee of $35.00 does apply for new or expired members. The Turnpike Authority in each state may contract with selected service providers to assist motorists. AAA East Central has an agreement with the Pennsylvania Turnpike that they will directly bill AAA East Central to cover such costs. There is no agreement between AAA and the New Jersey Turnpike; therefore, a fee is paid directly by the member to the responding driver on the New Jersey Turnpike. Unfortunately, the call counselor should have mentioned to the member that after paying this service fee, they may mail their receipt to AAA East Central for reimbursement.As a gesture of goodwill for renewing his membership, a check in the amount of $67.00 has been sent to the member to cover the same-day service fee, as well as the reimbursement of the charge for the New Jersey Turnpike service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have repeatedly unsubscribed from their email marketing and they simply ignore me. I do not want any more emailsDesired Settlement: Stop the emails

Business

Response:

We apologize to the member for

the confusion in unsubscribing from AAA emails.

The member’s email address has been removed from all email lists, as of

August 8, 2016.

Each email topic is sent from

a different department, which has their own separate unsubscribe area on each email received. Unsubscribing from all

email marketing, at one time, can be accessed from a member’s profile, after

logging in to the AAA website or by phoning ###-###-#### (option 4) for

membership assistance. We have mentioned

to the IT Department that this can be cumbersome for members and they will research

possible changes to unsubscribing. Thank you to the member for taking the time to bring this to our attention and allowing us time to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I am submitting this complaint on the behalf of my elderly, widowed father since he doesn't own a computer and I live in a different part of Pennsylvania. My father is 86 years old and has been a member of AAA for 43 years Everyone in our family has been members of AAA for years. Approximately 8 - 9 months ago, in 2015, his car would not start. He called AAA and the dispatched mechanic tested his battery and told him that it would need to be replaced. He told him that he could sell him a battery right there so that he would not have to take it anywhere to get the battery installed. My father felt that it was a convenient thing to do so he purchased the 8 year warranty battery for $100.00

Fast forward to approximately April of this year (2016). When he went to start his car in the morning it would not start. He called AAA and they sent someone out. When the first mechanic arrived he told my father that he did not have a battery tester with him so he would have to wait for someone else to come out. When the second mechanic came out he told my father that the battery was good but he jumped it and told my father that he would have to take it to a AAA charging station. My father didn't understand why he would have to do this since it was a new battery and, obviously, he didn't know where to go and didn't want to be out driving all over the place looking for one of the charging stations. He was also told that AAA would not replace the battery even though it was under warranty.

On Monday, May 30, 2016, (Memorial Day) he went to start his car and, once again, it wouldn't start. He called AAA and the mechanic sent out, once again, told him that his battery was good. He jumped it and told my father that his car probably had a "short" in the system. He also told him, again, that the battery would not be replaced even though this had happened two (2) times within several months and the battery was still under the full one year replacement warranty. My father was very upset to think that the car might have a "short" somewhere so on Tuesday, May 31, 2016, he took the car to several places to see if it could be looked at. He could not get someone to check it that day. That was very upsetting to him not knowing if his car would start or not in order for him to get to the store for food, etc.. He was even thinking of getting a different car because of this. I suggested to him that it could very well be the battery and to have that checked. On Thursday, June 2, 2016, he took his car to the mechanic he always goes to and the whole system was checked and the only thing that came up as bad was the battery!!! This was only three (3) days after being told that it was "good" on Monday, May 30, 2016, by a AAA mechanic! A new battery was installed so he has had to purchase two (2) batteries in the span of less than a year. This is completely unacceptable!Desired Settlement: I would like for him to be refunded the original $100.00 that he paid for a bad battery since this has caused him much undue stress both physically and mentally.

Business

Response:

We apologize to the member for the unfortunate issues caused by the battery. The drivers who responded to the service calls have been coached by their supervisor regarding the unsatisfactory way they handled the problem. Our Automotive Services Department will be refunding the member the cost of the battery in the amount of $118.77 with the next couple of weeks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In the past month, while trying to renew my AAA membership, I was made aware of of some outstanding charges on my account, totaling $821.01. I have been told that the charges are related to a tow I had in November. I informed the gentleman on the phone that I was not previously aware of said charges. (I was later informed that AAA sent 3 invoices, but due to an error in my address on-file which I have only recently corrected, I never got any of those invoices (or any since), otherwise I would have acted on this sooner).

That said, the tows in question were a result of me having crashed in [redacted] and using multiple tows to get my damaged car back to [redacted]. I called AAA and after asking if I had any service calls left, was told I did, but as I was over 200 miles from [redacted], I would have to use multiple tows to get there. So I did. I kept asking AAA clubs if I had more tows left and they told me I did, so I took the tows in good faith and stayed with friends on my route, rather than risk driving my damaged car for an extended period of time (attempted to fix it in Indiana to conserve some of the tows I was told I had remaining, but the rear tire was getting carved away by the wheel arch every time I hit a bump so I became uncomfortable driving it and again called in got the car towed, acting on good faith from the AAA representative that I had more tows.

From what I've been recently told, the charges on my account were the result of me using more tows than my membership was meant to allow for.

That said, I am of the opinion that since I asked before getting my tows if I had tows remaining and was told I did, I should not have to pay for the extra service calls. The service call was made based on a good faith assumption that the information roadside assistance was giving me was accurate. Had I known I would have to pay for those tows, I would not have had the car towed at all, except to a garage in order to have it totaled by my insurance company, which I ended up doing when I got it back to [redacted].

I've spoken with several AAA representatives and they seem to be of the opinion that I should have kept track of my service calls and not relied on them for confirmation prior to requesting service. I disagree, because I feel as though it should not have been my responsibility to track my service calls and I asked if I had calls remaining before requesting service. It seems as though the representatives I spoke with when I got the service had computer databases that were of date/ geographic area and therefore told them that I was in the clear. This is an operational deficiency on the part of AAA and I should not be held liable for damages resulting from it.Desired Settlement: I would like not to be billed for roadside services I was led to believe would be covered on my AAA membership.

Business

Response:

June

2, 2016

Mr.

Your

complaint with the Revdex.com dated May 18, 2016, was forwarded to

me as a matter under my responsibility.

After

researching the service calls on your membership and the email correspondence

dated May 17, 2016, with our Emergency Road Service Call Center Manager, you

agreed and acknowledged the summary of roadside assistance calls for your

membership year of May 1, 2015 to April 30, 2016, had exceeded the maximum

yearly allowance. Further in reviewing

your membership historical records, you had also exceeded the maximum yearly

allowance in the 2013 membership year.

Since

you have opted to not pay the outstanding Emergency Road Service usage charges

and have not renewed your membership for the 2016-17 year, we will accept your

non-renewal of AAA membership and no further action will be taken by AAA East

Central to recoup the $821.01 of outstanding surcharges.

Thomas

J. A[redacted]

Executive

Vice President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On Friday September 30th 2016 I came out of a business to find my car not starting. The lights/radio/dash came on but no click of the engine. To be certain I called for the battery service from AAA first and then thought if it ended up something else they could request the tow truck. I used the app ( which I have used in the past) to make my request around 7-7:30pm. I did not hear from anyone until 8:58pm and it was from a random Bridgeport, WV phone number. The only thing that was said was he was trying to contact the driver and would call back. I never heard from him again. Then at 9:40 the AAA number called from the call center to say there was only one driver and he had 5 calls come in at once. They were unable to reach him and he did not update his location on the current job. I was the next oldest call and hopefully he would be there soon (they hoped). The driver did call at 9:57 and was soon to be on his way. In the meantime my mom had to drive 25-30minutes to the other side of the city to meet me so I wasn't sitting in a dark parking lot all alone. All of the businesses had closed between 8-9pm. The battery service driver arrived and I explained the situation with the car and how my daughter left the dome light on the night before for a few hours, however the car started and drove all day. He proceeded to check and test the battery, his printed report said it was at a normal/average level. He thought it could be the starter and started looking under the hood. At this time my keys were not in the ignition and my window was down. The driver tried a few techniques and they did not work. He thought if he could create a spark this may start the car. He proceeded to "BANG" under the hood of my car to the point where it got absurd. He then thought he could "hot wire" the car using this wrenchlike tool. I am not a car expert but I know enough these could not be "on the book techniques" used. He even made a phone call to ask what he should do. In the meantime of all of the banging and trying, I noticed my window was left down and it began to rain. Luckily I was able to put this up before the next nonsense began. The entire time I did not have an issue with the keys, ignition, or gear shift. While he was performing his banging and hotwiring, now the key would not turn back all the way or remove from ignition. His tried a few tricks but was basically like "oh well" I don't know?? And in the meantime he ordered a tow truck to come. So there I was with a car left unlocked, key stuck in ignition. The next driver finally called at 10:53pm as we sat in the rain waiting. Not only was I tired, hungry, and needed to use a restroom, I was beyond livid. I explained to the tow truck driver the situation. His initial response was "are you sure it was a AAA driver?" He wasn' sure what had happened and luckily was able to get my doors locked and I had my spare key to give him to put in drop box. The 2nd driver was very understanding and apologized more than enough when it was not his fault. He was very confused as to how this first driver conducted his assessment/repair and why it took him so long to show up. The 2nd driver also offered to call when he got my car to the garage on my side of town. This whole process took close to 5 hours from start to finish. That is unacceptable and now I am stuck with a higher repair bill and inconvenienced than should be. I could have been out of a car for only on day for a starter repair, and now they have to replace battery and try to figure out how to remove my key. I have been left without a vehicle for 4 days and had to call off work for 2 days so far. I should not have to pay for the nonsense that occurred from the first driver. I should also be compensated for my overextended service call wait time. Everyone told me after hearing the story I should file a complaint.Desired Settlement: I would like the additional repair charges to be covered beyond the actual car problem. New battery fee, possible fuse & key ignition issue. I should be compensated for the overextended wait time somehow.

Business

Response:

AAA has been in contact with Ms. [redacted] as she also filed

a complaint directly with the organization. We advised Ms. [redacted] that we

would handle the cost of necessary replacement parts and installation fees. She

is satisfied with this result.

Consumer

Response:

From[redacted]Date: Wed, Oct 26, 2016 at 7:10 PMSubject: Id #[redacted]To: [redacted]I received a letter in the mail about not responding about my complaint. I never received a notice but this was resolved between me and the AAA. They paid for a portion of my car repair.Thank you again[redacted]

Review: renewed premium membership for 2015 and called for a tow on 7/20/2015 at 10:45 am. waited 2 hours and 45 minutes for tow to arrive. on 7/22/2015 need tow to a repair shop. AAA said it would be 1 hour and driver came atter 2 hours 15 minutes.Desired Settlement: refund of price paid for 2015 and to cancel service.

Business

Response:

Our Member Relations Manager spoke to the member and offered our sincere apologies and assurances that this issue is being addressed by our management team. We offered the member a refund of his current payment, but to keep his membership intact, to allow us to regain his confidence in our organization. The member accepted.

Review: I paid for my AAA membership but during the process of transferring to ** from [redacted]hey accidentally terminated my membership despite cashing my check.

I paid for my AAA membership on 4/18 ($92.75). I have had a valid membership for 10 years. Our car broke down on July 9th on busy road a very hot day. AAA transferred me, (di**onnected me) and put me on hold for a total of 90 minutes because they "lost my membership." They said they could not find any record of my membership since 2014, and they refused to send help. They took my $92 and did not provide service despite me having an active membership card in my hands. I moved from ** to ** and during the transfer they mistakenly deactivated my account but refused to make it right. Jenny in ** AAA (###-###-####) acknowledges that they transferred my account to ** but somehow [redacted] canceled it. AAA took my money but refused to provide service.Desired Settlement: I was transferred and on hold for over 90 minutes in such hot weather. I was in tears by the end of it because I was so frustrated that they would not help me. I expect my valid membership to be reinstated and my $92.75 to be refunded for their refusal of service as well as the $50 I paid for a tow because of their refusal.

Business

Response:

Due to an internal system change, the membership was inadvertently cancelled. Our Call Center Director spoke with the member and will refund the membership amount of $106.75, the cost of the two tows, a total of $100, and will also send $119 for the cost of a primary & associate membership to join the AAA in [redacted]. The member was pleased with this resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In June of 2015 I noticed a charge on my credit card in the amount of 279 dollars, with a location of the charge being in Pittsburgh. I was not aware of any charge that I made in Pittsburgh so I called my credit card company to dispute the claim. I then realized that the charge was legitimate and was my automatic AAA renewal. I called my credit card company to inform them of this fact. On June 24 2015 my bank provided me with 279 dollars in provisional credit. After, my calling the credit card company and telling them the charges were legitimate the bank removed the $279 provisional credit. So AAA still had my money. In September of 2015 I received a letter from AAA stating that AAA has returned funds to my credit card account Upon receiving that letter I immediately called AAA. The first person I talked asked me to send a copy of my bank statement, which I did. Speaking to my bank, they assured me that the credit was issued by the bank then removed by the bank, so AAA still had my money. Those funds were never returned, AAA would not would not give me a confirmation number of the returned funds. I then received a number of letters saying my membership was going to be cancelled. I spoke to a number of different people from AAA concerning this, each saying they would get back to me, but they rarely did. I spoke to two supervisors in Pittsburgh. Mr. Brent M[redacted] and Mr. A.J. W[redacted]. Mr. M[redacted] assured me everything was taken care of and then 1 week later I received another letter saying my membership was cancelled. I spoke to Mr. W[redacted] on November 21 2015 he told me the money was returned but could not give me a confirmation number. He told me he was going to talk to accounting and get back to me , to this point he never has. This dispute has been ongoing and has been very stressful. I am not sure if I had a roadside emergency I would be covered. I am more concern about my children, and what they would encounter if the needed roadside assistance.The membership was for roadside assistance for my self and my three children. We all drive a great deal and I wanted this cleared up but AAA has failed to get back to me on many occasions. The bottom line is my credit card was charged$ 279 for AAA membership. AAA says they returned my money, thus my membership was cancelled. My bank has said repeatedly that the money was never returned and AAA has failed to give confirmation numbers or proof that the money was returned. So I am led to believe that my membership is cancelled. Through this ordeal no AAA service representative ever said I' m sorry and never employed the common courtesy of calling back.Desired Settlement: I want my membership to be reinstated. Also, if I need roadside assistance between now and that time I want AAA to treat it as though there has never been a lapse in coverage. AAA has had my money all along.I cannot be doing the driving I am doing not having the piece of mind of having roadside assistance I want AAA representatives to call me back in a timely manner.

Business

Response:

The monies from the second charge by the member's credit card company were never received by AAA. Therefore, we needed a copy of the charge, and after our Director of the Member Service Center spoke with the member, he promptly sent a copy of his statement showing the second charge for the three memberships. New memberships were issued and sent to the member. We have now contacted the credit card company requesting the payment.

Review: At 4:36 pm today, a [redacted] recovery vehicle almost hit me broadside at [redacted]. The driver was on his phone while coasting through a stop sign. He never looked to see if intersection was clear or if it was his turn. He could have killed 2 women & 2 kids. I thought AAA should know about the it in vehicle #** with a huge AAA logo painted on its hood. Apparently the real it are employed in the [redacted] office. I called & the woman who answered said she would transfer me to the right person. Ooops she disconnected me. I called back, she transferred me to a recording with 3 options, 1 for a new break down call, 2 cancel an existing call for help or 3 for all others. I chose 3. After being on hold for 20 min, I called her back from my cell phone. This genius informed me I might have to wait 30 minutes for someone to answer. I pay for 4 memberships, ,mine, my husbands, my son & daughter in law. If my daughter in law breaks down with my 4 month old granddaughter in the car, she is supposed to hold for 30 mins. I DON'T THINK SO!!!! How can we trust you will show up in time when your employees can't even answer a phone in under 20 minutes. I am planning a trip in July with a 9 & 11 year old. At least now I know your service is not reliable. I am going to start looking for a new road service company. Shame on you AAA telling people you will be there to help when you can't even answer a phone.Desired Settlement: I would like an acceptable explanation why they would ever leave a customer on hold for over 20 minutes.

Business

Response:

Our Member Relations Manager in the Automotive Services Department phoned the member and assured her that the wait times were not typical and our office was working to reduce the wait on that particular day. The member did speak with the station regarding the driver. The station offered their sincere apologies and have taken corrective action with the employee, and they are no longer working with this facility. The member appreciated the call back; however, she feels customer service is lacking with all companies these days.

Review: I had to call to get my vehicle towed to the dealership as the only keys had been stolen....after the key was cut I proceeded to leave five minutes later my vehicle started to overheat. When their subcontracted company came to tow....the driver said it would be a there would be a $300 dollar hidden fee for the tow which should have been free since I have been a member for over a year...AAA said that wasn't their company and had a different policy...which after they sent another driverfor the tow which was free. The driver instead of lifting it onto the flatbed he went in the engine and was jerking something vigorously...at which time I was told to take a picture which I have.... There was a AAA investigation which they found they was at fault ...they told us to pick a service center close to get it fixed...as I was told I can pick it up today. Upon arriving at the service center to pick up my vehicle I was informed they never received the paper work to start the work. I have been waiting to receive to phone call ,email or anything... after calling for them to fax the info to the service center.This has been over a week including the investigation time!Desired Settlement: I just want my vehicle as I have three children to care for.I would like to get my vehicle fixed somewhere that can do the work today and have AAA billed for the work...as the service center has informed me once they get the paper work I still have to wait a few days now due to their work load.

Business

Response:

[redacted], Field Operations Manager, handled this issue. The member in question is [redacted]. The damage complaint was received on July 18th. Ms. [redacted] said the driver went underneath the vehicle to do something prior to towing (he disconnected the linkage because he was towing a 4WD vehicle with no keys.) After Ms. [redacted] picked the vehicle up, the member had 3 issues: the power steering wasn’t working, the battery light came on, and the air conditioner quit working. Mr. [redacted] phoned 3 local AAA Auto Approved Repair shops (AAR) to see if they could assess the damage. [redacted]’s AAR were able to look at the car. Mr. [redacted] spoke to [redacted]. Unfortunatley, [redacted] never told anyone at [redacted]’s why the vehicle was there, which delayed the issue. [redacted]’s phoned later to say the issues with the vehicle were not towing related (rusted idler pulley, causing serpentine belt to break, causing issues member had with vehicle.) The total was $153.33. Mr. [redacted] phoned the member with this information, but due to the mixup and delays, AAA would cover half the amount. Ms. [redacted] accepted. Regarding the “$300 hidden fee”, this is referring to the issue that the member did not have a license plate on the vehicle. The tow company advised her since it was not street-legal, this would be a private fee, unless the current plate is with the vehicle. The member found the plate and put it on the car.

Review: On Sunday June 9th 2013 AAA was called for roadside assitance to change a flat tire while visiting in Pittsburgh. AAA dispatched [redacted] to change the tire. The tire was changed after the original driver had to call for back-up help. As the vehicle was driven down the road (3-5 miles) the tire came off causing the vehicle to sustain major damage. AAA was called to come assist and they dispatched an independent long tow dirver. The vehicle was brought to my normal mechanic's shop. A claim was submitted to AAA that evening and a rental car was requested for the following day. No one called to make arrangements and when I called them Monday June 10th, I was told that I would have to deal directly with [redacted] to have my vehcile repaired and to obtain a rental car. There have been numerous phone conversations between myself, AAA and [redacted] Roadservice. Both AAA and[redacted] are refusing to provide a rental.AAA says their policy is that the shop has to handle everything.My compalint is that I am a member of AAA, I did not select the roadside service provided, and as a AAA's member AAA should be coordinating the repair of my vehicle and obtaing a rental car for my use. I have lost 2 days of work due to the incident. It has been difficult to get someone that is willing to take on the company's responsibility and resolve this issue.Desired Settlement: I would like AAA to provide a pre-paid rental car for my use while my vehicle is being repaired and AAA to coordinate with the responsible party in having the vehicle repaired at the mechanic and body shop of my choosing.

Business

Response:

One of our field services managers has been in contact with Ms. [redacted]. The member received the vehicle back from her mechanic. The member submitted a claim to her insurance on this, as well, and chose to go with them as their payout was higher than the insurance from the garage. The member was upset that she had to pay her $250 deductible because of this. The field services manager advised her that AAA would reimburse her for the deductible and mail her a check. Ms. [redacted] was advised that since she is using her insurance claim now, the body work and rental car would all fall under that & also her insurance company would seek out the cost from the garage's insurance. The member understood and thanked the manager for covering her deductible.

Review: I purchased a premium membership from this location on 2/10. One week later, 2/17, I called to cancel the membership and have my money refunded. After telling me that my membership is cancelled, the person on the phone told me that AAA would send me my refund in 3-4 days. I called back the next day to confirm that this amount would be credited back to me debit card, only to find out that they had lied to me originally and now it takes 7 days to recieve a refund...which I find to be unacceptable to begin with. Unsure why it would take 7 days to reverse a transaction onto a debit card, for a service that I purchased but never used. After 7 days had passed, I still received no refund. Again I called and was told now that it will actually take 10 days, and that they're only sending back 82 of the 92 dollars that I paid, due to an unknown discrepancy. Keep in mind that I did NOT use the AAA membership for ANY services in the 7 days that I had it. Now today, 2/29, I call my bank and find there has still been no refund, 12 days after cancelling my membership. I called AAA this morning and she repeated that it would be 10 days, when I informed her that today is the 29th and it's been over 10 days, she rudely informed me that there is no information beyond what she sees on the computer and I just have to wait. I asked if there is anyone in another department I can speak to, to find out if there's been some type of a hold up, she again rudely tells me that no one else can help me.

This is ridiculous. I did not use your services, I want my $92 back and there is no reason that I should be waiting 12+ days for it!!!!!Desired Settlement: Refund my money, as your policy states, in a timely manner!

Business

Response:

AAA apologizes to Ms. [redacted] regarding the lack of correct

information she was given and the dissatisfied service of receiving the

refund. Today, the [redacted] branch

manager spoke to Ms. [redacted] to extend our apologies personally. When a membership is cancelled, there is a

ten-day hold before the refund process begins.

AAA’s usual form of refund is by check; however, since Ms. [redacted] does

not have a checking account, she requested to have it returned to her debit

card. The refund of $92 will be issued

today and will be seen on her debit card statement once her bank processes the

amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I was charged $49 for a renewal for AAA membership without my permission. I called AAA on 6/24/2015 to tell them I did not want the membership and to cancel it and refund me. I called again on 6/30/2015. They said they were submitting the refund. I then called another 3 times over the course of a month, on 7/7, 7/14 and 7/20. Each time I requested my refund because it has not been credited to me and each time I was told they would send it to accounting. I requested to talk to a supervisor and they did not let me. I requested to speak to someone in accounting and I was told THREE times that they would have someone return my call. No one ever did. I still have not received my refund. I'm getting sick of calling and I am now filing a complaint because I think a month and 5 phone calls should be enough time for them to call me back or refund me.Desired Settlement: Refund of $49.

Business

Response:

The refund was processed July 23, 2015 to the member's credit card. Our accounting department had a high volume of renewal payments and now has additional staff assisting with the processing. We sincerely apologize for the delay and lack of service the member received. Regards,AAA East Central

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I called AAA to have my car towed to the repair shop on August 23, 2015. I have a 2004 Jeep, they sent a flat bed tow truck from J & E Towing. When the tow truck got to ([redacted] Repair) the repair shop, my car rolled off the tow truck hitting another truck. The front of the bar you step on to get into the jeep on the drivers side was bent and fell off. At the time I did not know the bar had stuck into the door and bent under the door. Also, the back window stopped closing. I called the tow truck company and they said they would send someone to [redacted] Repair to look at my car, they kept giving me the run around, saying different people would call me but no one ever called or went to see my car. I called AAA and was told a they were going to send out a field inspector. I was first told the field inspector would be out to see my car on September 7, 2015, he never came. I called back a few days later and was told the field inspector was going on vacation and would not be back until October 5, 2015. I got a call on October 1st saying the field inspector would be out to see my car October 2nd. The field inspector came out on October 2nd, and I got a call saying he denied my claim, because my car had rust on it, I could take them to small claims court and he would give me $200.00 in good faith. I did not push my car off the truck. He said he would not order a new part because the car had rust on it. I told her what he can do with his $200.00 throw the dog a bone. I have not asked for one penny. I just want my car fixed.Desired Settlement: Get my car repaired, pay the car shop to repair my car

Business

Response:

[redacted] • 5900 Baum Blvd. Pittsburgh, PA 15206-3854 Fax 412/362-8943 October 19, 2015Ms. [redacted] Dear Ms. [redacted]: Your Revdex.com complaint dated October 5, 2015, was forwarded to me as a matter under my responsibility. Thank you for submitting your auto repair estimate and for taking the time to share your comments regarding the issues you encountered with Emergency Road Service assistance on and after August 23. As an initial matter, on behalf of our entire organization, I offer you our sincerest apologies for the extended time it took for our field service representative to contact you and to investigate your damage claim. We note that you auto repair estimate includes the cost of materials and labor for repairs to running boards, driver door dents and replacement of a back window lock assembly. After inspection of your vehicle, our field service representative reported that the rusted out condition of the running boards (photographs enclosed) and the fresh appearance of the driver door dents were not consistent with the type of body damage that could occur when a vehicle slips off of a flatbed service truck. Our field service representative was also unable to conclude that the emergency road service slippage incident on August 23 caused damage to the back window lock assembly. Based upon our representative’s inspection and assessment of possible damage to your vehicle that may have been the result of the emergency road service slippage incident on August 23, we cannot honor your claim for the cost of repairs to your vehicle’s rusted-out running boards. While we are not prepared to admit responsibility for the damage to the driver door or the window lock assembly, we, nevertheless, are willing to offer you $599.40 (the estimated cost of labor, materials and tax for the dent and lock repairs) to resolve and release your claims. If you wish to accept our offer of settlement, please sign and return the enclosed release form and include a copy of the vehicle’s registration, and we will mail you a check in the amount of $599.40 for the cost of the materials and labor to repair the driver side door dents and window lock assembly, as noted in the estimate you provided on September 16, 2015, from [redacted]. If you should have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Thomas [redacted]Executive Vice President

Review: I paid my AAA membership of $82.00 on May 11, 2015 that was due in June for my 16th year membership. When I called to change my address in January 2016 I was told I never paid my membership and that it was cancelled. I went to the bank and obtained a copy of my cancelled check and had the bank fax the information to the AAA office. After several weeks of phone calls the AAA office said they had changeover issues in June and never had the payment. After more phone calls they finally said they found there mistake and they would send me a refund to my new address in [redacted] I had not received the refund check that they promised. I called them today February 3, 2016 and was told that they never sent a check that it was still being reviewed. If I owed them money they would want it right now, but since they owe me money they don't care. Something needs to be down about this situation now. [redacted]Desired Settlement: I expect the refund . I also expect an apology for all the aggravation that you have caused.

Business

Response:

We apologize to the member for the unfortunate experience she encountered. This has been sent to the director of the department the member spoke with to ensure the employees will follow through in a more timely manner with future member issues. Our Accounting Department will be sending a check for $82.00. The member should expect to receive it within two weeks from Wednesday.

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Description: ROAD SERVICE - AUTO, TRAVEL AGENCIES & BUREAUS, INSURANCE-AUTO

Address: 5900 Baum Blvd  Aaa Motor Sq Garden, Pittsburgh, Pennsylvania, United States, 15206

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