AAA Southern Pennsylvania

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It was the same computer genrated response that was regurgitated to me at the time..."that's our policy" Hence my complaint to the Revdex.com...my message is simply that you should attempt to strive toward "better business" practices Regards, [redacted]

Thank you for allowing AAA Southern Pennsylvania to respond to complaint ID # [redacted] that was mailed to you on 4/18/It is a true statement that Ms [redacted] joined AAA and paid her club dues as notedIt is also true that at sometime during her membership period she called into our department for roadside assistance.As it relates to the tow and the refusal by the independent contractor who covers that towing area for us [redacted] 's we are in full support of his not towing the vehicleWe have on numerous times spoken with Ms [redacted] on why we are not honoring this tow requestBased on the letter from her to you she is not disputing the reason for the denial but more on her membership fees as it relates to the towIt is important to understand the tow request since it seems the complainant is trying to tie the two togetherher dues and the towMs [redacted] called into the call center on 3/23/requesting a towThe call taker discovered that the vehicle may just need a jump-start vsa tow and explained to the member that we would try to jump-start it firstThe member then stated that she needed it towed as she had no license to drive the vehicle and the vehicle was out of registrationThe call taker explained that she would need to have someone there with her that is a legal driver, as we would attempt to jump it firstThe member then went on to tell the call taker that the vehicle had been vandalized where it was which was a church parking lotAAA dispatched [redacted] 's out to tow the vehicleWhen the provider got on scene he called into the call center and informed us that he in fact had towed this vehicle to this location back in June of and the vehicle has been there ever sinceIn talking with the member she admitted that the vehicle had been sitting there for a very long timeWe then informed the member that AAA would not cover this for that tow as per our policies as stated in the Membership Handbook that each member gets when they joinThe member was never told she needed to renew her membershipOur ERS department handles member's emergency calls and does not sell or try to upsell membershipsIn addition, we have the recorded call and my call center manager has listened to the call and verified the above informationPlease let me know if you have any future questions or concernsAAA Southern Pennsylvania will consider this matter closed unless we hear from back from you.Regards,Mark S [redacted] VP Member Experience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I state there is a communication problem on purpose. I stated exactly what was wrong and that it needed towed and that is the honest to goodness truth and whatever *** is trying to turn it into does not make common sense. My car hasn't been completely starting for months on end and just because I called back in the winter does not mean I know what is wrong and I know I should have a consumer attorney to adjust the AAA's opinion of the problem but I know I can't get it to the dearlership where I bought it unless it is towed. Maybe I need to hear what price membership does what it states clearly on your website for real but I did need the tow job not anything was mentioned about jump starting my car since winter and I did not know you had the battery service back than either until I got one of your magazines which is a good service and a plus in a emergency but the last call was just to tow not jumpstart. Maybe I will try another emergency club just to see what they do differently in the future but I did get it done with Nextow thank goodness
Regards,
*** ***

August 12, Dear *** ***:Our membership records indicate that *** ***’s membership expired April 1, Because of the time lapse between the time *** ***’s membership expired and the time he requested road service, he would have had to join as a new
member.In order for *** *** to receive immediate service, he would have had to join as a Plus member, waiving the 72-hour wait period for service.I would encourage *** *** to contactus directly ifhe would like to discuss this matter further.Regards,

Thank you for allowing AAA Southern Pennsylvania to respond to complaint ID # [redacted] that was mailed to you on 4/18/2016. It is a true statement that Ms. [redacted] joined AAA and paid her club dues as noted. It is also true that at sometime during her membership period she called into our...

department for roadside assistance.As it relates to the tow and the refusal by the independent contractor who covers that towing area for us [redacted]'s we are in full support of his not towing the vehicle. We have on numerous times spoken with Ms. [redacted] on why we are not honoring this tow request. Based on the letter from her to you she is not disputing the reason for the denial but more on her membership fees as it relates to the tow.
It is important to understand the tow request since it seems the complainant is trying to tie the two togetherher dues and the tow. Ms. [redacted] called into the call center on 3/23/2016 requesting a tow. The call taker discovered that the vehicle may just need a jump-start vs. a tow and explained to the member that we would try to jump-start it first. The member then stated that she needed it towed as she had no license to drive the vehicle and the vehicle was out of registration. The call taker explained that she would need to have someone there with her that is a legal driver, as we would attempt to jump it first. The member then went on to tell the call taker that the vehicle had been vandalized where it was which was a church parking lot. AAA dispatched [redacted]'s out to tow the vehicle. When the provider got on scene he called into the call center and informed us that he in fact had towed this vehicle to this location back in June of 2015 and the vehicle has been there ever since. In talking with the member she admitted that the vehicle had been sitting there for a very long time. We then informed the member that AAA would not cover this for that tow as per our policies as stated in the Membership Handbook that each member gets when they join.
The member was never told she needed to renew her membership. Our ERS department handles member's emergency calls and does not sell or try to upsell memberships. In addition, we have the recorded call and my call center manager has listened to the call and verified the above information.
Please let me know if you have any future questions or concerns. AAA Southern Pennsylvania will consider this matter closed unless we hear from back from you.Regards,Mark S[redacted]
VP Member Experience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
It was the same computer genrated response that was regurgitated to me at the time..."that's our policy".  Hence my complaint to the Revdex.com...my message is simply that you should attempt to strive toward "better business" practices.
Regards,[redacted]

Review: AAA was called Feb.28th to jump a vehicle, which the lights had been left on, and vehicle would not start. Service attendant attached the cable and asked me to start vehicle..would not start, he asked the second time and vehicle would still not start...he than changed the cables and vehicle started. On the way home I noticed the instructments on the dash was not working. Called my garage the next day and took vehicle in...the dash modular was blown and the repair cost us $132.50. Then called AAA to asked them to resolve the expense with the garage that jumped the vehicle. I felt AAA sided with the garage and propably will do nothing...am I wrong to think they should back their members?? I did fill out a complaint and mailed it to AAA, I'm told their board will review complaint and contact sometime in the future. My wife and I are both retired and on a limited income and this expense was unexpected. We would like to be compensated for the repair only...not the fact that we did not have this vehicle for several days.Desired Settlement: the total bill paid by garage or AAA. No monies for the inconvenience of not having this vehicle. The amount is $132.50. We would also like to hear from you in regards to this complaint.

Business

Response:

Please see attached response.

Review: My engine died on my old car and I pulled off the highway and rolled it off the road in [redacted], PA. I got out my AAA card which read "20 year member". I also noticed that it was July and it said my card expired in April. I have always gotten multiple renrewal notices in February/March timeframe previous years, but this year did not recieve any. I obviously don't have my card out often either so I had no intention of the lapse. Regardelss, I called them and after holding and boucing around a few places, it was determined that they would not send help until I had gone back to membership services and renewed my membership. So I did so and was told it was going to be close to $100. I did remember that I had a basic membership and the amount I recalled paying the previous year would have been closer to $50. I asked why it was so much more and they told me it was because I now needed to be upgraded to a higher level because with basic they would be unable to help me for 72 hours! I asked to speak to a supervisor who then regurgitated the same answer, that's our policy. I have had AAA for my entire driving life(I'm 36 years old now) and I was disgusted to be treated as any other random character off the street. They could see that I had been a member for 20 years and chose to treat me as new random customer. Simply poor business practices. Lost a long-term member.Desired Settlement: I would like my 20 years of membership payments refunded because the one-time I really needed them AAA refused to assist or act reasonably and except, they tried to take advantage of the situation.

Business

Response:

August 12, 2014Dear [redacted]:Our membership records indicate that [redacted]’s membership expired April 1, 2014. Because of the time lapse between the time [redacted]’s membership expired and the time he requested road service, he would have had to join as a new member.In order for [redacted] to receive immediate service, he would have had to join as a Plus member, waiving the 72-hour wait period for service.I would encourage [redacted] to contactus directly ifhe would like to discuss this matter further.Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

It was the same computer genrated response that was regurgitated to me at the time..."that's our policy". Hence my complaint to the Revdex.com...my message is simply that you should attempt to strive toward "better business" practices.

Regards,[redacted]

Review: On December 27, 2013 at about 4 Am I called AAA for assistance in changing a flat tire. We could not get the lug nuts off with our simple lug wrench that comes with the car. After waiting for an hour and a half a roadside assistant representative shows up. He starts jacking the car up to change the tire and the car slips off the jack, slamming the car onto it's rim. He proceeds to jack it up again, changes the tire and uses an air gun to secure the lugs to the wheel. He seemed to have been using excessive torque to do this.

The tire was changed and I had left to go home. The wheel that was replaced didn't feel "right", so I get out to look at it, and there is damage to the wheel. I call AAA back, and after explaining the issue, I was told" they'd send out a form for me to fill out". I found this appalling.

After getting the car home, it is parked and sits until noon on December 27, 2013 when I am ready to leave for my second job. I start the car, and turn the wheel to pull out of my parking spot and the wheel that the roadside assistance rep replaced falls off. the wheel bolts are sheared. I call AAA again, explaining the situation, only to be told there was no manager on duty and they'd send me a form to fill out.

My vehicle is damaged by the roadside assistance rep, I miss a days of work, and now I am not able to speak to a manager to have the damage repaired.Desired Settlement: I would like AAA to have my wheel repaired at their expense. If I have to have it repaired then I want to be reimbursed for the cost 100%.

They should contract better companies to represent them as roadside assistant reps. I doubt I will be renewing my membership if this is how I am treated after seven years.

Business

Response:

January 6,2014

Dear **. [redacted]:

In reviewing I he call detail regarding [redacted]’ complain I, our records show **. [redacted] called for flat tire service, December 27, 2013 at 5:07 AM, the call was dispatched at 5:29 AM and the call was cleared by the driver at 6:40 AM.

According to the road service provider, **. [redacted], the vehicle had aftermarket lug nuts and the spare tire was a regular steel wheel. While the lug nuts for a spare wheel are different than the aftermarket lug nuts, they were able to secure the wheel in place, **. [redacted]’ son called three days later to report broken wheel studs, **. [redacted] had the vehicle picked up and brought to his facility for repairs. The repairs were made free of charge and the vehicle was picked up on Tuesday, December 31st by **, [redacted] son.

It is of our opinion that this damage was immediately taken care of by **. [redacted] and the claim resolved, the form that **, [redacted] was asked to complete is required on any damage claim so that proper information can be translated to the road service provider,

We will be contacting **. [redacted] regarding this claim to ensure that the claim has been resolved to the member’s satisfaction.

Sincerely