AAA Hawaii

Tell us why here...Aloha Mr [redacted] : AAA Hawaii received a complaint filed with Revdex.com on April 10, concerning your roadside request on December 15, The concerns you expressed regarding your service experience was researched by Ryan R [redacted] our AAA Hawaii Contract Station Supervisor and based on all available documents for that day, we were unable to locate a service call for the service date you providedWe are very anxious to discuss your concerns with you personally as further information would be necessary to complete our research into your call requestWe have made several attempts to contact you via telephone on 4/13/and 4/15/including an email response with no successWe have lastly sent a letter in the mail date April 15, 2015, requesting that you contact our office to discuss your matter furtherIf you have choose not to pursue further with researching your concerns, please let us know as we will keep your concern request open for days allowing ample time to resolve the matterOtherwise, we would appreciate if you contact our Contract Station Supervisor Ryan R [redacted] at your earliest convenience at [redacted] , to resolve your matter quicklyWe look forward to speaking with you Mahalo, Ryan R***, Contract Station Supervisor

Complaint: [redacted]
I am rejecting this response because: I responded to Mr. R[redacted] email to me and sent the following email to him the other night.
Sincerely,
[redacted] -------------------------------Hello Ryan,My AAA membership number is [redacted].  Let me reiterate what happened the night of December 15, 2014.  My car died on the side of the road while driving with my wife and son at approximately 9:45 PM.  For the next 1.5 - 2 hours we made four calls for roadside assistance to the AAA phone number provided on my membership card: [redacted].  We spoke to a male, I believe it was the same person, and each time we were assured that the trouble call had been placed and that I would receive a confirmation call back and that the tow truck would be coming to assist.  After about two hours of this, and not receiving a callback, I gave up and left my car on the side of the road.  I have been a member of AAA for 30 years to prevent this very scenario from happening.  I never received a call back from anyone and the tow truck never arrived.  The next morning I checked my phone and there were no messages, so no one ever called me back or responded to what was happening that night.  The car was towed by my service provider the next morning at a cost of $99.48.Now, evidently from what you're telling me below, AAA also has a problem with its problem tracking system.  I placed the calls under my member number.  If you are correct that there is no record of my calls that night, then there is more than one support issue going on here.  How is it possible there is no record of my repeated calls for help that night?Now I'll explain the delay in acting on this.  I am extremely busy at work dealing with my customers (another reason I've engaged AAA for automobile support).  I assist the [redacted] and there are times when I am not permitted to have a cell phone on me while I'm working, so when you called me and left your message thats why I didn't answer.  Aside from being extremely busy at work, I haven't called AAA about this because I am trying to find an attorney that will agree to pursue this as a Breach of Contract.  In the meantime, I reached out to the Revdex.com so that others might know about what happened to me and my concerns.  In my opinion, this is not to be taken lightly.  Anything bad could have happened that night.  I have a AAA Hawaii Benefits Guide and under Member Services / Roadside Assistance it very clearly states I am to receive Towing as one of the benefits.  It doesn't say Monday - Friday, 8:00am - 5:00pm only.  This is your promise to consumers who sign up for your service.  THIS IS YOUR CONTRACT.  Unfortunately, as far as I'm concerned now, this promise isn't worth the paper its written on.  What AAA Hawaii says they offer, it turns out, is a sham.So I have the reimbursement form for the tow truck that did arrive to tow my car the next morning and I'll attach it here.  My question though, is how should I be compensated for what happened that night?  And how do the failures that occurred then, and now in the case of your records, get resolved to prevent this from happening again?  How can you fix something that AAA, by your own admission, doesn't even know occurred.Thank you,[redacted]Cell: [redacted]  On 2015-04-15 11:28, [redacted].Ryan wrote:[redacted],  I’m contacting you in attempt to help resolve your recent inquiry with the Revdex.com regarding not receiving road service in December 2014. I checked our records and we do not have record of you calling in with your membership (or anyone who may be associated with your membership) between November 2014 and today.  In fact, we could not find anyone with the last name [redacted] who has requested service on Oahu in that time.  Would it be possible that you placed a call in for help to us with another person’s membership number? Additionally, I do not have record of you calling in to AAA in an attempt to advise us of your dissatisfaction and/or attempt to resolve this matter before (or after) contacting the Revdex.com.   I attempted to contact you on both the daytime and evening phone numbers that were provided to the Revdex.com.  Would you please let me know when the best time to try and contact you again would be?   Sincerely, Ryan * R[redacted]AAA HawaiiContract Station Representative

Our Publications staff has spoken to the post office, the member herself, as well as the employee at the HI office who has been sending the magazines to the member via first class.  We are following this record through our data process, in order to confirm it is getting...

processed and into the mail-stream properly.  Sending the magazine manually in an envelope is the current process to help ensure the postal service will deliver as periodicals are sent using periodical rates and the postal service controls delivery of such items.

Tell us why here...Aloha Mr. [redacted]:
AAA Hawaii received a complaint filed with Revdex.com on April 10, 2014 concerning your roadside request on December 15, 2014. The concerns you expressed regarding your service experience was researched by Ryan R[redacted] our AAA Hawaii Contract Station Supervisor and...

based on all available documents for that day, we were unable to locate a service call for the service date you provided. We are very anxious to discuss your concerns with you personally as further information would be necessary to complete our research into your call request.. We have made several attempts to contact you via telephone on 4/13/2015 and 4/15/2015 including an email response with no success. We have lastly sent a letter in the mail date April 15, 2015, requesting that you contact our office to discuss your matter further. If you have choose not to pursue further with researching your concerns, please let us know as we will keep your concern request open for 30 days allowing ample time to resolve the matter. Otherwise, we would appreciate if you contact our Contract Station Supervisor Ryan R[redacted] at your earliest convenience at [redacted], to resolve your matter quickly. We look forward to speaking with you.
Mahalo,
Ryan R[redacted], Contract Station Supervisor.

Revdex.com. June 29th: 
Contract Station Supervisor, Ryan R[redacted], spoke to member about his concerns on
the phone.   The member, Aaron H[redacted], explained that in April he had
received tow service through AAA and that independent contract service
provider, Aloha Roadside Service, had...

damaged his transmission by towing his
vehicle incorrectly.  The member did not have any documentation in the
form of estimates, invoices, etc., to provide AAA Hawaii at that
time.   AAA representative Ryan R[redacted] advised the member he would
need to get his car diagnosed by a licensed repair facility of his choosing,
and send in his estimate to help with the investigation.   July 5th:  Aaron
H[redacted] emailed AAA representative Ryan R[redacted] a PDF from Lex Brodies Tire and
Auto indicating that the vehicle need to have an electric coupling assembly and
differential carrier assembly replaced. July 9th:  
AAA representative Ryan R[redacted] contacted the member via email and advised him
that AAA could process a refund to him for the labor charges associated with
getting his car diagnosed as well as the full amount required to fix his
vehicle according to the estimate he provided AAA on July 5th. 
The member was also advised that before the pending funds were released to him
that he sign a full settlement agreement to not hold AAA and/or Aloha Roadside
assistance for additional repairs associated with the incident back in
April.   July 10th:  The
member responded via email explaining he would be more comfortable with not
signing a full settlement release until the repairs were completed at Lex
Brodies Tire & Auto.  AAA representative Ryan R[redacted] replied on July
10th advising the member that AAA would be able to reimburse him in
full if he was able to pay for the repairs and send in the invoice upon
completion.   July 21st:  AAA
received Revdex.com complaint from Mr. H[redacted]. July 21st:  AAA
representative Ryan R[redacted] contacted the member via email and explained that
AAA was under the impression that he was getting his car repaired as there had
been no further contact from Mr. H[redacted] since a refund was offered July 10th.
 Mr. H[redacted] responded and explained he wanted AAA to handle this matter as
if it were an insurance claim direct with Lex Brodies Tire & Repair. 
AAA representative Ryan R[redacted] explained that he would see what he could do
even though this request is outside of standard operating procedure for the
company. July 23rd:  AAA
representative contacted Mr. H[redacted] via email and advised that Lex Brodies Tire
& Auto would be able to accept a check from AAA in advance to set up his
repairs.  It was explained further that this solves his concern regarding
not paying out of pocket, however it may take 7-10 business days to process a
check for repairs.  Mr. H[redacted] was reminded that if he needed to expedite
his repairs he always could pay Lex Brodie’s up front and seek reimbursement as
offered on July 10th.  Mr. H[redacted] has not responded. July 27th:  Lex
Brodies provided AAA Hawaii an invoice for repairing Mr. H[redacted]’s car. 
Although AAA Hawaii has not heard back from Mr. H[redacted] since July 21st,
they are going ahead and processing a check to Lex Brodies for
repairs.   AAA Hawaii is waiting on check for repairs and contact
from Mr. H[redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response has not yet resolved my problem.  I am only accepting the progress and effort that the company has made to resolve the issue, but, as I told their representative who called a few days ago, I will wait to see if I am receiving the magazine through the [redacted] and not via the local office in an envelope.  This may take a few months as the magazine is sent out every two months.
Sincerely,
[redacted]

Complaint: 10723811
I am rejecting this response because:  this business is lying about both the actions it ha taken and the status of this repair.  I have had NO contact via email or phone from this company since April.  I am still awaiting reembursement for the costs incurred.  Although receipts and documents have been sent to AAA and received by them, no response or funds have been received.  Currently AAA still owes me monies due for estimates on this repair.  Once those funds are received, I am prepared to move forward.  Until that point, AAA has still not fulfilled their promises or made good on fulfilling this repair. 
Sincerely,
Aaron H[redacted]

Review: AAA Hawaii continually sends letters with headings Second Notice as if there is an overdue bill. In fact I have not had their service in years.

AAA Hawaii continues to send letters which appear to be overdue bills. Outside the letter I got today in red it says Second Notice. If fact I have not had any services in several years. To me this is a blatant attempt to confuse and make people think they have forgotten to pay a bill. I get these letters a few times per year. I think it is horrible for a reputable organization to use these tactics. Perhaps one of the local television stations would be interested in how AAA Hawaii tries to scam senior citizens if Revdex.com cannot resolve

I wish to be taken off AAA Hawaii list.Desired Settlement: Take me off mailing list and cease dishonest practices

Business

Response:

Initial Business Response /* (1000, 8, 2014/03/04) */

Aloha Mr. [redacted],

We apologize for any inconvenience and frustration our mailings has caused. Per your request, we are removing you from our mailing list. Please keep in mind that it may take up to 60 days to remove you from our list. Our Marketing department has been forwarded your complaint and will be reviewing the language utilized on these mail pieces. We appreciate you contacting us to let us know your feelings about the copy on the direct mail pieces. Your comments will help us communicate better in the future.

Mahalo,

AAA Hawaii

Final Consumer Response /* (2000, 10, 2014/03/05) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept the resolution although I believe having to wait 60 days is insane in this internet age. If I get any more of this junk mail I will simply address it to one of the local television stations who I am sure would be interested in this scam on seniors

Review: AAA failed to provide promised prompt and courteous roadside assistance.

In my 33 years of membership, my experience today, 8/22/14, has been by far the worse: it took you 2.5 hours to get a contractor to jump start my car; I received only one call back from dispatch telling me that you'd be late (another 45 minutes that turned into an hour); [redacted] hung up on me, after telling me that he would route me to a supervisor (no one called me back); one representative talked to me like I was senile.

From my phone log:

9:15 am call to [redacted] (Hawaii) to ask for assistance;

10:08 am call from dispatch telling me that you'd be late by 45 minutes;

10:47 am my call to AAA to ask about your ETA; complained to Paul, who said he'd call dispatch again and will transfer me to supervisor; either he or his supervisor disconnected the call; no one from AAA attempted to call me back;

10:50 am my call to AAA asking for update on battery assistance; was told they'd get a contractor to me within 20 minutes;

11:04 am received call from AAA - robotic voice telling me that a contractor will arrive at 11:45 pm -- I'd already told you during the 10:47 am and 10:50 am calls that I have to be at work by Noon. My work is over 45 minutes away.

11:04 am my call to AAA to ask that you speed up the contractor;

11:30 am my call to AAA to ask for ETA update;

11:21 am my call to AAA to ask you to expedite contractor.

11:38 am [redacted] finally shows up. Not the original contractor, who was a no-show.

-- END --Desired Settlement: 1. Use two or three much more reliable contractors;

2. Lower annual rates for all Hawaii members by 20% since AAA offers substandard roadside service;

3. Train call representatives to take responsibility for the customer and not to push the blame on contractor;

3. Train supervisors not to hang up on customers

Business

Response:

A review of our records reflects that on August 22, 2014, at 09:19, Ms. [redacted] contacted AAA Hawaii to request emergency roadside service. As a result of there being a delay in dispatching her service call to Towing Express, Ms. [redacted] was contacted at 10:07 to inform her that the estimated time of arrival (ETA) would be 30-45 minutes. At 10:50, Ms. [redacted] contacted AAA Hawaii to request an update to the ETA. We informed Ms. [redacted] that her concerns with the ETA would be shared with the dispatch facility and disconnected. Due to the service delay, AAA Hawaii attempted to locate a service provider that could assist Ms. [redacted]. Even though AAA Hawaii contacted four different service providers, they were unsuccessful in locating an available driver until 11:12. The review of Ms. [redacted]'s service experience concluded that that our receiver did not purposefully disconnect the phone call. Additionally, all available service providers were properly contacted to seek assistance with a better ETA.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

The response (above) from AAA is generally accurate. However, several details are missing from this report that render this AAA report misleading in substance. These details are: 1) During my initial call for help at 9:19, I was told that the wait time would be 45 minutes, which did not surprise me -- the wait time for a battery jump has increased over the past ten years from approximately 30 minutes to sometimes a bit more than an hour; 2) the 10:07 call from AAA was to inform me that there would be an additional 30-45 minutes delay. 3) I accept AAA's explanation that my request to speak to a supervisor ended in an ACCIDENTAL and unintentional disconnection. HOWEVER, no one from AAA ever attempted to call me back regarding the status of my assistance request or about the disconnected phone call, I had to call several times again to request an update of contractor's ETA. The AAA representatives had no knowledge of my prior request to speak to a supervisor -- POOR follow through. 4) This AAA response to my Revdex.com complaint is the first time that AAA EVER offered the information that this for-profit company tried to contact four different service providers. Has AAA provided Revdex.com any evidence of those calls to four different service providers? This piece of information is suspicious because I've talked to at least 6 different AAA representatives, no one told me that AAA had called four different contractors. Later, I received a call from a AAA center in [redacted] California. I was offered a refund ($68) on a rental car -- I was late for an important meeting and had no other way to get to work -- and a year's free membership. Even hough I accept the refund from AAA, you should all note that this is no solution to the actual problem, which is AAA's inability to meet their contractural obligations to complete PROMPT service requests; to revamp their despatch procedures, and so on. AAA has failed to deal with any of my Desired Resolution items.

Review: Should not of been charged for a tow.

I seek reimbursement of $275.

AAA Hawaii

1130 N. Nimitz Hwy , A170 , Honolulu, Hi 96817

I believe I was wrongfully charged $ 275

by your associate [redacted] Towing, [redacted].

San Diego, Ca 92110.

My car was in an accident on 3/7/2014.

Initially my car was towed to the Advantage lot and later

that morning I had them tow it to my home. I was

charged for that service when my AAA coverage

should have covered it.

See below:

Towing Benefits

When a vehicle cannot be started or safely driven due to a breakdown, accident, or other covered vehicle disablement, the independent service provider can tow the vehicle back to its facility, no matter how far away, at no charge to the member1.

Initially, the vehicle was towed to Advantage facility:

[redacted], San Diego, Ca 92110. ( staying in their lot

less than 12 Hr. )

If the member chooses to have the vehicle towed to another location (including a AAA Approved Auto Repair facility), the following towing benefits apply:

AAA [redacted] - Towed without charge to the destination of their choice up to 100 driving miles in any direction from the point of breakdown.2

Then vehicle was towed to my residence : [redacted]

San Diego, Ca 92115 . ( 10.91 miles )

Please investigate. I am seeking reimbursement of $ 275.

Sincerely,

San Diego, Ca 92115

AAA Hawaii membership #: [redacted]Desired Settlement: Reimbursement of $ 275.

Business

Response:

Initial Business Response /* (1000, 13, 2014/05/09) */

Dear Mr. [redacted],

I have received information from the Revdex.com regarding your recent request for roadside assistance on March 7, 2014.

Please accept my apology for the inconvenience you have experienced as a result of this matter. As per your request, we can switch the tow service provided by the independent contractor, [redacted] Towing, from an insurance tow back to a tow covered under your membership. The Automobile Club of Southern [redacted] will issue a refund check for the amount of $275.00.

Thank you for bringing this matter to our attention and for allowing us to address your concerns. If you have any questions regarding this matter please feel free to contact me at any time.

Supervisor

Contract Stations Relations

Review: The customer service was absolutely terrible, the tow truck driver drove wreckless with my vehicle on top, and the manager, [redacted], is worthless
On August 10, I called AAA and set up a tow for my Lincoln Navigator at 9am on August 11, I was never given a price quote on my tow serviceOn 8/11/I called at 6am and asked to please change my tow time to 7:The representative was beyond rude, and kept acting like she didn't want to change it, but told me that she did7:came and no one showed upI called again, and AAA told me that they never got the request, and they couldn't have someone magically thereThey told me it would be an hourThey tow truck finally showed up at 8:and loaded my Lincoln Navigator on their flatbedI asked the tow truck driver to please follow me, since I would need to get them access to the Navy baseWell, that didn't happenThey drove wreckless for the entire miles to the Navy baseThey were driving 50mph in a 25mph school zone on Makakilo DrOnce on the H1, they were going upwards of 70mphThe speed limit is 55mphThey were swerving in and out of traffic, in the fast lane numerous times, and I could see my expensive vehicle bouncing all aroundIt was terrifyingI have two babies, and I do not speedI was having to drive very dangerous in order to keep up with themI was worried about getting pulled over by police or being involved in an accidentI have never seen anyone drive so wreckless, especially with a large SUV on a flatbedWhen we got to the NEX Autoport, they told me my charge was $I was never quoted a price during my original phone callI called AAA office that same morning, and voiced my concerns about the customer service representive that was rude and didn't put my change of time into the system, as well as the tow truck driver's terrible driving, and the manager seemed concerned and assured me that I would have resolution by the end of the weekI called on Friday, 8/15/2014, since I had not heard, and apparently they couldn't find me in the systemThen I called on Saturday,8/16/2014, and spoke to, [redacted], she said it would be brought up first thing Monday morning and I would be getting a phone callI received no phone call, so on Tuesday, I called, and spoke to [redacted] again, and she told me that I would have a call by FridayWell Friday, 8/22/came and went with no phone call, so I called on Tuesday, 8/26/2014, and [redacted] wouldn't talk to me, and so I left a voicemail, and I still have not received a phone call backI have been a member for years, and I don't understand why I am being treated this poorlyThis is the worst customer service I have ever received, and my tow truck experience was beyond horrifyingEveryone needs to be reprimanded, and customer concerns need to be taken seriously and rectified immediatelyOh, and [redacted] also told me during on conversation on 8/16/that she was mailing me a form to request a refund, and that never showed up in the mailPathetic.Desired Settlement: I would like my entire tow bill of $reimbursed, and to not have this experience count as one of my four tows that AAA covers
Business
Response:
Hello,
I am unable to enter our closing comments into your websiteWould you please post the following as our response and close as resolved?
A review of our records reflects that on August 10, 2014, you contacted AAA Hawaii to arrange to have your Lincoln Navigator towed the following day at 9:00AMOn August 11, 2014, you contacted AAA Hawaii and requested we reschedule the towing service for 7:30AMUnfortunately, your appointment request was not processed correctly, impacting the independent service provider's ability to arrive within the scheduled time frameIn your inquiry, you stated that the telephone representative was rude and failed to inform you of the towing charges associated with your service callYou added that while towing your vehicle, the service technician drove in a reckless manner, causing you concern as you were following in a separate vehicle with your childMoreover, you reported filing a complaint that same day, but received no contact regarding your concernsOn behalf of our entire organization, we would like to extend our sincerest apologies to you as we failed to provide you with a totally satisfying member experiencePlease be assured that our utmost concern and priority is the safety of our membersWe highly value your membership and find it disappointing that your experience fell short of our goal and your expectationsIn regards to our delay in follow up, we confirmed that you inquiry was received and assigned to our staff for reviewHowever, we neglected to address your concerns [redacted] on September 18, 2014, the service call on August 11, has been removed from your membership records, and we have enclosed a reimbursement check in the amount of $This amount represents the cost you incurred for towing serviceIf you have any additional questions, please contact Mr[redacted]