AAA Travel

Roadside assistance was called. They offered 10% discount on services at their service center. We were told radiator, today it is engine.On Thursday morning,0800, August 20, 2014 our [redacted] made a loud, explosive sound after exiting the [redacted]. I called AAA roadside assistance. The representative told me that there was an AAA service center 4 miles from where we were. I was told that there would be a 10% discount for service rendered. The car was towed to the AAA center at 3505 Westgate Drive, Durham NC. They took the car back and examined it. I was told by [redacted] the adviser, that the car needed a new radiator, hose, cap and coolant flush. He quoted that the price for the repair would be 1,002.35. He said that they would have to get a radiator from Raleigh. I replied,"I guess I have to take it to [redacted]." He said it would cost the same and walked away. He came back and asked me if I wanted to get the new radiator and I said yes. At 6:31 p.m. he came to me and said, " we got the radiator and everything together, but we are unable to get the car going we need to see why tomorrow" I call in and spoke with another adviser, [redacted], as [redacted] was not in. I was told that the "engine back pressure" caused something "to come out the radiator and the funnel" He then said that the "internal part of the engine" was causing a problem. I asked could I drive my car? He said that he could not say if I could or not. He told me the cost would be 917.94 now, because they could not "coolant flush" the system. He told me that another engine would be about 4,000 to 5,000 dollars. I said that I wanted my car back home. They have offered to tow it back. I called AAA to complain about the charge. I was told that they would not have known that the engine had a problem if they did not fixed the radiator. They are the professionals. They have the ability to see that the car was condemned. Professionals know their craft. If a patient came into a doctor and the doctor tells the patient that the patient needs a kidney transplant to live. The patient WOULD get the transplant. When the patient awakens from the surgery, they are then told that the problem was really the heart, there would be outrage. The professional doctor's ethics would come into question. If a building contractor came to your house and told you that the house needs a new staircase, and you pay for it, then he tells you, "you have a new staircase, but you can't live in the house because it is condemned." There would be outrage. The same principle applies to this complaint. I was told that the problem was the radiator, it is fixed and I am expected to pay 917.94 for a fixed radiator in a car that is condemned. Please look into this. This is not fair business practice. It is unethical. After, explaining this to the AAA service center, [redacted] said that I would have to pay 400.00 plus tax to get my car back. Re-quoting the total to be 408.60. I said that it was too much. I said I wanted what he would like for himself, his daughter, his wife, his cousin should they find themselves in the same situation. He said he would call back. He called back and said 348.64. If I want to get my car back I have to pay that amount. I wanted him to pull out the new radiator, he said no. I have to pay for labor, if I wanted my car back, he would go no lower, this is final. He said they would lock my car in the shop and that if it is still there in two weeks they would file for the title.Desired SettlementI want AAA service center to take out the "new" system that they installed, yesterday, August 20, 2015. I was mislead. I should not be forced to pay anything for a car that is not operable.Business Response September 3, 2015[redacted]Re: Case #[redacted]Dear Sirs:On August 20, 2015 [redacted] had her [redacted] towed to the AAA Car Care Center store on Westgate Drive in Durham because the vehicle made a loud noise and shut off. The technician diagnosed the vehicle and found the radiator was broken. He advised Ms. [redacted] that she needed a radiator, thermostat and hoses to seal the coolant system. The technician also advised Ms. [redacted] that once the radiator repairs were completed he would then test for engine and motor damage. Ms. [redacted] agreed to the repairs. The repairs to the radiator were completed at the close of business on August 20, 2015. The technician drove Ms. [redacted] home since he was unable to test the motor and engine on August 20, 2015.On August 21, 2015 the technician began the test on the motor and engine. While "burping" the coolant system the technician found back pressure which pushed the coolant out of the system and smoke came from the radiator. The technician advised Ms. [redacted] that the vehicle did need a new engine. Ms. [redacted] declined the engine repair and advised the technician she wanted to have her vehicle towed to her home since she was not ready to pay for a new engine. The technician advised Ms. [redacted] that the cost for the radiator and labor was $348.64 and Ms. [redacted] had to pay before the vehicle could be towed off the property. Ms. [redacted] paid $348.64 and arranged to have the vehicle towed.We received the Revdex.com complaint on August 25, 2015. After reviewing Ms. [redacted]'s claim and the repair orders, we found that the technician could have conducted a hydrocarbon test prior to replacing the radiator that could have shown an engine issue. [redacted], Member Relations Supervisor spoke to Ms. [redacted] on September 3, 2015 and explained that as a measure of goodwill we will refund $348.64 via check. The check will be mailed on September 9, 2015. Ms. [redacted] was satisfied with the resolution and pending receipt of the check considers this matter closed. Sincerely,[redacted]Member Relations SupervisorAAA CarolinasConsumer Response