AAA Mid-Atlantic, Southern Region

Review: On April 22, 2015 I contacted AAA mid-atlantic to have my sports vehicle towed from my home location to a repair business. The car was not able to start due to an oil leak. AAA serviced my call and the tow truck driver arrived promptly at my house. I informed the Tow truck driver that my vehicle was unable to start and will have to be loaded with the engine off. The tow driver parked his tow truck in my driveway and the loading ramp unloaded a little more than half way up my driveway. The driver entered my vehicle from my garage and proceeded to push the vehicle out of my driveway and onto the loading ramp of the tow truck. It was during this process the bottom of my front bumper scraped and made contact with the loading ramp of the ramp. My driveway is on an incline and is not flat. However, after the vehicle was unloaded and the driver had left, I noticed the front bumper on the driver's side was no longer attached to the car housing and is hanging freely. It appeared the mounting brackets have snapped off. When I noticed this damage, I promptly called AAA to inform them. It was at this time, AAA stated that they take damage claims "seriously" and I provided them with before damage pictures of my vehicle, as well as after. It took AAA over a week to assign my case to a damage assessment agent, and I had to call them back multiple times to even get to that step. They did not return my call during this initial process, I initiated all contact. After it was assigned, the damage assesstment agent came out and pointed out several negative flaws of my vehicle, none of which have anything to do with my claim. He asked for additional pictures, whch I provided. My claim was denied saying there was insufficient evidence to prove liability to tow truck company. Even the Supervisor was of no help in my case. AAA is not concerned with their customers and they seem to have no problems denying claims, even though I had pictures. STAY AWAY from AAA!!Desired Settlement: AAA needs to hold T&T Towing company accountable for their actions. Their services resulted to damage of my vehicle, and I expect them to be liable. Either AAA or the towing company needs to cover at least 50% of the damage costs, but they should be liable for 100%. I had the car for only 12 days since the time of the incident and I already have to deal with this. This is unnacceptable and the company needs to be liable.

Business

Response:

Business

Response:

Re:

Revdex.com Complaint – [redacted]Dear Ms. [redacted]:In the course of events that

transpired, we are left with ascertaining what occurred to have garnered the

contested actions that are being purported by the member. Though we empathize

with Mr. [redacted], and understand the frustration of having a challenging

situation evolve, we are not garnering liability for the damages that are being

alleged.With that said, all our

member’s inquiries are important, and truly at the forefront of all our

endeavors. Their satisfaction is

tantamount to our success as an organization.

We operate with integrity and concern; understanding that circumstances

do arise. Based upon the circumstances contrived

through our investigation we still support our initial findings of claim denial:April 22nd - Requested ERS service; vehicle needed to be transported via flatbed (oil

leak). Vehicle purchased appx. 10

days prior to service.April 22nd - Damage reported by member. April 30h - Contacted member for physical

inspection of vehicle May 8th - Claim denied ; members insurance

called on May 12th We contacted Mr. [redacted] to

offer the opportunity to dispel any confusion that may or may not have existed

to the reason why his claim was denied.

This opportunity was offered in the manner of a “re-enactment “of the

initial tow; all parties present. Mr.

[redacted] stated, “. . . . if you had

contacted two weeks sooner maybe something could have been done . . .vehicle is

in the repair shop at the moment . . . “ Our contact with the member was facilitated by the Revdex.com on May 15th, at this time the vehicle was unavailable. We offered to facilitate the

“re-enactment” once the repairs were completed, and were informed that . . . .”

the suspension is being lowered and the bumper is being repaired. . .”. . .Mr. [redacted]’s claim was denied

initially based upon the premise that the abrasions reported to the vehicle,

were not able to be achieved with the equipment that was used on the day in

question. Without the vehicle at the

same height and the bumper repaired, we are unable to fulfill the commitment

that we need to show just cause. Our focus and concern shall

always be our Members. Thank you for the opportunity to respond and work with

Mr. [redacted] so that we can resolve and provide understanding. If Mr. [redacted] wishes

to continue the investigation, he may call us back @ [redacted] and speak

with a Member Relations Coordinator who will be able to assist him.Sincerely,[redacted]Member

Relations Manager