AAA of North Jersey

Unfortunately were were extremely busy, the station that covers that area had trucks going into the Bronx and Brooklyn, which is not a long distance but time wise the trucks are in heavy traffic causing long delays All surrounding stations were also busy We have a policy where the members can seek their own service and will be reimbursed because there are times when call volumes is extremely high and the stations cannot keep up

Just spoke with the member about his complaint of using his entitlements for Emergency Road Service I removed out of the entitlements, member is very happy.Joyce B***, CoordinatorMember Relations DepartmentAAA North Jersey [redacted]

Complaint: [redacted] I am rejecting this response because: I spoke to driver on the phone and he was sarcastic to me and wasn't professional in his communicationWhen I called about the problem I was told I could call back anytime it was a hr serviceI told them it wouldn't be until later that evening and Joyce said that wasnt a problem since it's hoursI got home at 645pm called and they said the drivers were gone and I would have to wait until the next dayThe next day I call after work at spoke to someone and told them I needed a battery tech to come out and see if the battery we bought from them less than years ago was deadI waited from until the guy that shows up gives it a jumpNot what I asked forSo now days without a carI was told at pm again I would have to wait another day.we needed the car to run"no I didn't call back after days of the bs I had enoughBy the way your battery was dead and it was replaced by a new battery but not AAA never againLesson learnedProbably should just stick to towingim done with this and I won't be recommending AAA to anyone I know Regards, [redacted]

Complaint: ***
I am rejecting this response because:
I find this excuse completely unacceptable Firstly, this is the first I have heard of this policy where I can call my own tow truck and be reimbursed I was told I could do that at 2:on the day that this happened but in years as a AAA member was never made aware that this is a "policy" Secondly, on such a BUSY day my son should have been made aware that his wait would be so extreme, from the beginningCalling with updates, another minutes, another hour, another minutes is completely unacceptable My son trusted me and I trusted AAA I was let downHe was let down Why wasn't it suggest to him that he call a tow truck at a more reasonable time??? Maybe because they really do not want to reimburse that bill Why don't they tell members about this policy? Why keep it a big secret? Who would call when they think help is coming in an hour until they call and then it's another minutes oh and then minutes later it's another minutes......If all the trucks are traveling to bronx, brooklyn, etcI would think you would be pretty sure they would not be getting to my son in a reasonable amount of time This is inexcusable in my opinion
Regards,
*** ***

Members are given a copy of the refund policy, in the member's complaint she did note that she was aware of the policy, but upset we didn't explain further that after days there would be no refund The policy states "within days", don't feel it necessary to explain further I
have attached a copy of our policy for refund.Joyce B***, CoordinatorMember Relations DepartmentAAA North Jersey

Unfortunately were were extremely busy, the station that covers that area had trucks going into the Bronx and Brooklyn, which is not a long distance but time wise the trucks are in heavy traffic causing long delays.  All surrounding stations were also busy.  We have a policy where the...

members can seek their own service and will be reimbursed because there are times when call volumes is extremely high and the stations cannot keep up.

Just spoke with the member about his complaint of using his entitlements for Emergency Road Service.  I removed 4 out of the 5 entitlements, member is very happy.Joyce B[redacted], CoordinatorMember Relations DepartmentAAA North Jersey[redacted]

Complaint: [redacted]
I am rejecting this response because: i spoke to driver on the phone and he was sarcastic to me and wasn't professional in his communication. When I called about the problem I was told I could call back anytime it was a 24 hr service. I told them it wouldn't be until later that evening and Joyce said that wasnt a problem since it's 24 hours. I got home at 645pm called and they said the drivers were gone and I would have to wait until the next day. The next day I call after work at 530 spoke to someone and told them I needed a battery tech to come out and see if the battery we bought from them less than 2 years ago was dead. I waited from 530 until the guy that shows up gives it a jump. Not what I asked for. So now 2 days without a car. I was told at 645 pm again I would have to wait another day.we needed the car to run"..... no I didn't call back after 2 days of the bs I had enough. By the way your battery was dead and it was replaced by a new battery but not AAA never again. Lesson learned. Probably should just stick to towing. im done with this and I won't be recommending AAA to anyone I know.
Regards,
[redacted]

Per comments put in call by the dispatcher, member was not with the vehicle, someone else was.  AAA Membership is not transferrable, when driver asked for ID the person started cursing at the driver so the driver left.  The member called the next day, sent a different station out to jump...

start the vehicle, there were no battery trucks available at that time.  Member was advised to call back in the morning when a battery truck was available, member did not call back.  Once a battery is removed it breaks the warrenty.

Review: To Whom It May Concern:

On the evening of Tuesday, January 19, I was returning from Secaucus Junction Trains Station in New Jersey, along Route 3. At approximately, 9:40 PM, I experienced a flat tire and was able to move to an open [redacted] station on the west side of Route 3, which is an extremely crowded and busy highway.

As a member of AAA North Jersey, I promptly called your service. Each of the three times, I called, I was required to wait for several minutes. During the first two phone calls, the telephone operators were unable to locate my membership in the computer system. Admittedly I did not have my AAA membership card with me, since I carried few items to New York City that evening. Nonetheless, the two (different) operators were unable to find my profile even with my name, address, telephone numbers, etc. I was again placed on hold, and then the connection was lost (twice).

Finally, I reached a third operator, Julie; who was kind, patient, and competent in her work. She easily located my membership profile. However, if took her an usually lengthy amount of time to find my current location. Nonetheless, she informed me that a roadside assistance provider would call me within 10 to 15 minutes.

I waited at the [redacted] for over an hour, without a call from a roadside assistance worker; therefore, I am assuming that one came. Fortunately, a good Samaritan and patron of this [redacted], helped to place the spare tire on my car. I was incredibly fortunate to have run into this man, since I could not depend on the AAA service.

This lack of service from AAA is delinquent, potentially dangerous, and unacceptable. I have been a loyal, paying member since 2002. If I cannot depend on AAA to assist me as a driver, I will immediately be searching for an alternate roadside assistance service.Desired Settlement: I would like recognition of this issue as well as reimbursement of my annual fee, or similar, to AAA North Jersey.

Review: Was not made aware of total limits on the service I was purchasing and when membership renewal arrived discovered that the specifics of the service were not spelled out in marketing material. Nor was information that specifics or definitions of exact service could be found in membership guidelines and that specific definitions can be found on line at AAA web site or that guidelines are published PERIODICALLY in AAA magazine a copy of which I have neve received. Unless they mean the newspaper sent periodically. I found all of this information out slowly over the past 2 years as I have found myself in need of the AAA plus services. First it was a limit of 5 jump starts- no one told me it was a limit of 5 service calls including a tow. Then it was I had received 8 service calls with no charge. But I was never informed on 8 service calls with no charge. I was aware of a 6th service call for which I paid for a jump this past winter. And when I called for a tow ( thinking it was a discreet service and not part of a service package) that is when I was told that I had had my 5 service calls and that I would have to pay to have my car towed. And when I questioned the jump starts being in the same category as the towing I was told "oh yes they are explained in the service contract you receive from us" Then when I attempted to complain about the quality of the service I received in 100 defree weather being told that I would receive service in 90 minutes and then when 90 minutes passed and I called I was todl it would be another 90 minutes and then when I said I would pay for my tow with my credit card I was told oh no their credit card machine broke down so I paid with a personal check. When I tried to articulate this to the Customer Relations representative who had her assistant record my original conversation with her the assistant) that morning- without at least giving me the courtesy of advising me of doing a recording---- I was advised we can't be perfect all the timeDesired Settlement: Written and telephone call Apology by company. Change in policy regarding service calls and limit and customer approaching limit. Annual remainders of where to find service guidelines. A $50 cash refund for the poor service I received on the night of July 20,2015

And above all complete descriptions of ALL SERVICES AND SERVICE LIMITATIONS IN ALL MARKETING MATERIAL.

I have a copy of the latest membership renewal to document what I am talking about. I have been a member since 2006 and have received only 1 membership booklet with the guidelines.

Review: I have been a member of AAA for a long time. On Saturday I was stuck on 21N, my car stalled and stopped in the middle of the highway, I pulled over on the shoulder so I didn't stop traffic. my daughter called AAA and they said they would send someone, then they called again and said that for that day they will not go for more than 5 miles total (my contract is 3 miles free and then they charge which I was fine to pay), the first person that came in didn't want to start the car and he just left and left me on the road again, then my daughter called again and they sent someone else who actually was nice enough to take me home and I paid $40.00 for it.

I asked my daughter to call and file a complaint and the lady she spoke with [redacted], membership relations) didn't really care what happened and said that "they can't make them take us more than 5 miles and they make their own decisions. What is the point of me paying a fee to be a member of AAA if they are going to change the rules anytime they feel like it?!?!?! I am very upset and when my daughter told her that they didn't even try to start the car (which I started once I got home) she said "they don't have to because it's on the highway" , we were never told this on Saturday when we called, we were told they will try and start the car and in case it doesn't start we will tow it.

I am furious with their service as I was stuck for over 3 hours in cold weather and I'm even more furious with the way their customer service is so rude, the lady hung up on my daughter and didn't even take down the complaint, she said "you can file a complaint but we're not going to do anything about it"

Thank you!Desired Settlement: I would like them to refund the money they charged me to tow the car because they wouldn't have to tow the car if they just started it. If it was too dangerous on the highway (which I sat there for over 3 hours) they could have put it on the side of a different road and tried it and a letter of apology for the terrible customer service and this lady [redacted] is not the right person to be in a complaint dept. This is a private business and I pay for the services and they didn't deliver what they promise.

Review: I had gotten a tow on May 4, 2014 on my way to picking my husband up from his return home from a year long deployment from [redacted]. I have a AAA plus membership, which requires a free tow for 100 miles from where I break down. My car broke down on a road that AAA is required to use third party vendors. The company that was called is [redacted] They towed my car off of the NJ Turnpike/GSP for 87miles to my mechanic.

When I called AAA I was told I had to pay the tow company out of pocket and that they would reimburse me. At no time did the rep say they're were any constraints or time limits, just send them the receipt that they would cover it. Flustered by all of this and wanting to get home, I misplaced the receipt. I recently found it (invoice #[redacted] from the towing company for $500) and called AAA to get the procedure on this. I was told they wouldn't honor it because I had 45 days to submit the receipt.

Now, I'm a member, with a valid membership and this is a service I'm entitled to as a a part of my dues. So where, EXACTLY, in your rules and guidelines is there a set amount of time for submitting this paperwork? Again, when I spoke to the agent about this in May I wasn't told there was a deadline. All I wanted to do was get my husband home. The policy is not clear, nor was not informed about any submission deadlines.

AAA didn't reach out to me about it as a follow up either but they will HOUND ME incessantly to get me to rejoin each year. So where the are their priorities? Obviously for getting my memebership money only. As much money as AAA gets from me each year that I DO NOT USE the is service I'm feeling extremely cheated.Desired Settlement: I want a full refund of the $500 I had to pay to a third party vendor