Complaints

This profile includes complaints for AAA East Central's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AAA East Central

  5900 Baum Blvd Pittsburgh, PA 15206-3803

  
• 

  AAA East Central

  4790 Mcknight Rd Pittsburgh, PA 15237-3426

  
• 

  AAA East Central

  1634 Valley View Blvd Altoona, PA 16602-6041

  
• 

  AAA East Central

  138 Clearview Cir Butler, PA 16001-1565

  
• 

  AAA East Central

  2725 Mosside Blvd Monroeville, PA 15146-2741

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 2 flight cancellations last Sept - My husband and I decided to make the drive to ************ to board that flight to be able to make our vacation destination. We didnt make it that far, we pulled into a rest stop along I-80 **********, just past the 192-mile marker. Steam was secreting from the hood. Upon further inspection, my husband could smell and see radiator fluid. As a 36-year member of ***, he did what any *** member would do, call for emergency roadside assistance. An hour later we received a phone call stating *** attempted to find a tow facility and a facility was not available to come. We inquired if they were able to help us find a rental car. As to no avail, every rental place I was able to bring up on ****** Maps either; the business was no longer in service, Enterprise, the closest car rental to us did not have any vehicles available for rent, or the company was open but discontinued providing rental cars. We were told that *** could not advise us with that information. This is 2023, technology has advanced to the point where you should have a boatload of information at your fingertips to assist your members. It is with understanding you cannot endorse a rental car company but there is zero good reason you shouldnt aid a customer you supposedly cannot bring a tow truck to. You left a 36-year *** member who is also a United States Vietnam Veteran, and his wife stranded, 3 hours from our home in the middle of nowhere. The next town was 16 miles away. After returning from home I wrote a letter, filled out the proper paperwork and sent all the information to AAA for reimbursement via certified mail. *** has received this information and here we are almost a year later, zero communication or refund. (I have also tried to call several times - no return calls>0 Enough time has passed - reimburse us!

  Business Response

  Date: 10/04/2024

  Thank you for the opportunity to research the member’s concern. We
  extend our sincerest apologies to the member for the issues that she encountered.
  
  AAA is a federation of motor clubs throughout North America. Each motor
  club has their own territory, independent contractors, and staff.
  
  On September 11, 2023, the member contacted AAA roadside assistance
  requesting a tow for their 2014 Dodge Challenger in Eastville, Pennsylvania.
  AAA Club Mid States, an affiliate club, provides service in that territory. Per
  AAA Mid States, they contacted numerous independent contractors and were unable
  to locate a provider to tow the vehicle. The member was contacted and informed
  that AAA was unable to provide service. Per the member, they added water to the
  radiator and barely made it to the next exit. 
  They contacted a private contractor who was unable to tow the vehicle
  till the next day resulting in an unexpected hotel expense.
  
  After receiving the Better Business Bureau complaint, a representative
  from our Member Relations Department contacted the member on September 27, 2024,
  to extend our apologies. Per the member, a request for reimbursement of the tow
  was delivered to the appropriate AAA department on September 20, 2023. No
  reimbursement or response was ever received by the member. In addition to the
  tow, she incurred a one-night hotel expense. We offered to reimburse both the
  private tow of $75.00 and the hotel bill of $132.00. The member was satisfied
  with this resolution. 

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-17-24, we paid $3600 towards an AAA Yellowstone tour commencing on 9-8-24. On 6-26-24,we paid the balance of $5470 for this tour. We were looking forward to an enjoyable and memorable trip, but on 8-20-24, my wife, *****, fell in yard and injured her right hip and leg. On8-21-24, we visited her PCP, *** ****** **** who stated it could possibly be a severe muscle strain and gave her a steroid injection in hip and advised ******* for pain relief. The next day,8-22-24, still hurting and feeling miserable, we again saw *** **** who then prescribed METHOCARBAM and OXYCODONE/ACETAMINOPHEN for more pain relief, and also ordered a CT Scan at our local hospital. On Friday,8-23-24, he called and reported no visible internal damage, and prescribed CYCLOBENZAPRINE and ********** for inflammation and pain. Due to these serious and painful episodes, I visited the local ********** and informed our agent, ***** ********, that we would have to cancel our trip, and hoped for some refund for our money. She then informed me, that because we failed to pay another $1000 for their travel insurance, we would receive NO REFUND at all! At the time of our initial signing, she NEVER mentioned to me that we could lose everything, even due to injury, heart attack, car accident, and to me, I consider this to be theft by deception which would constitute fraud. We received no goods or services for our money; never set foot on a plane; never spent a night in the various hotels nor had any meals at all, and they want to keep all our money!! It just seems to be a way to bilk senior citizens out of their Social Security money without any recourse at all. Our attorney deemed it unfair and unjust, and advised contacting you about this matter. We are both around 80 yrs old. and this has hurt us tremendously. Any assistance would be greatly appreciated.Thank you for your attention and consideration.

  Business Response

  Date: 09/23/2024

  We apologize for the delay. We will need an extension to fully complete the investigation of the issue.

  Business Response

  Date: 09/27/2024

   

  Thank you for the opportunity to research the members issue with their travel package that was booked with AAA East Central.
  
  Unfortunately, the member declined the travel insurance that was offered by the travel advisor. Please see the last page of the attached Statement, the Customer Notice and Acknowledgment. The member checked the box declining insurance and signed the form on June 27, 2024.
  
  Also, please note that the attached ************** Series tour flyer provides the cancellation penalties: Cancel after July 1, 2024, and the entire tour is nonrefundable. This flyer was also given to the members when they booked the travel package.
  
  The tour provider and AAA stand firmly with the cancellation policy.

  SEE ATTACHMENTS

  ******* ******

  Customer Answer

  Date: 10/25/2024

  On Thursday, Oct 24, 2024, I contacted your office and spoke with ******** concerning this complaint. 
  Afer explaining my reasons for this call, she advised me to submit my misgivings to you, outlining the
  fraudulent form which they devised to seemingly justify their desire to keep our money without any further
  recourse after never delivering any goods or services for such.  Please be advised that I have NEVER
  seen this form before in my life.  The AAA agent, ***** ********, never mentioned the travel insurance
  option to me, then proceeded to fabricate this form with my name misspelled, my signature forged, and the
  incorrect date that I supposedly signed it.  You can verify my actual signature from the checks that
  I submitted to pay for this Yellowstone tour in full, and can easily denote the difference; also my name is
  THOMAS not THONAS as indicated, and as to the date of 6-27-24, I was nowhere near the AAA office
  on that date as my witnesses will attest. Also I'm sure my fingerprints will never be found on that forged
  document if ever produced in a court of law.
  This entire matter has been a source of considerable emotional distress and grief for us, notwithstanding
  the egregious loss of our savings.  Any assistance or remedy for this intentionally deceitful action would
  be sincerely appreciated.
  

  Thanking you in advance for your attention and consideration.
  
  Respectfully,
  
  ****** ** *******
  *** ******** *****
  ********* ** *********
  ************ 

  Business Response

  Date: 10/31/2024

  Due to the nature of this consumer complaint, all further correspondence will be handled directly between AAA's legal department and the consumer. 

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject this message and wish to pursue further legal action.
  

  
  

  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used AAA services on 7/13/2024 at which time they replaced the battery on my 2015 Dodge Dart. The next evening on 7/14/204 the car would not start. The car was jumped and drove directly to the mechanic. The car was not able to be worked on until 7/23/2024 due to the mechanic schedule and no appointment. On 7/23/2024 the mechanic informed me of several non-passing reports of the battery. On 7/24/2023 I went to the mechanic and called AAA as this battery was installed and never used but was showing not passing test. I received a call at 1:06 from Godshall's who was assigned for the issue. I was spoken to at that time inappropriately being called "Dear" but let it slide. The technician showed up and proceeded to disrespect me yet again by calling me "Dear" as I walked to my car. He was incompetent of talking effectively with the mechanic about the issue. He claimed the battery was showing good so there was nothing he could do. I asked to speak to a manager, I was told the manager wasn't available. My mechanic, which I have been using for over 20 years attempted communicate with him yet again about the fact that while the battery was showing good it was not showing a complete charge and it is brand new. End of the story is I was denied a new battery, had to buy another battery to replace it, never spoke to a manager, was disrespected as a woman. All I want is the employee to be trained professionally and refund for the brand new battery I had to replace.

  Business Response

  Date: 08/29/2024

  Thank you for the
  opportunity to research our member’s concerns. We extend our sincerest
  apologies to the member for the issues that she encountered. Below is a summary
  of her roadside service experience and the resolution accepted.
  
  On July 13, 2024, at 10:01 a.m., the member contacted AAA roadside assistance requesting
  battery service for her 2015 Dodge Dart. Elite Towing, our independent
  contractor, arrived on location at 10:47 a.m. to provide service. Her battery
  was tested and failed. A new AAA battery was installed. The next day, her
  vehicle would not start. She scheduled a service appointment for her vehicle on
  July 23, 2024, with her mechanic. The mechanic checked her vehicle and tested
  the new battery. Per the mechanic, the battery failed. She then contacted AAA
  roadside assistance again on July 24, 2024, at 12:30 p.m. requesting a battery
  replacement. Godshall’s Towing, our independent contractor, arrived on location
  at 1:09 p.m. to provide service. Again, the battery test was conducted showing
  the battery was good and did not need replaced. The independent contractor jump
  started the vehicle but did not replace the battery.
  
  The member purchased a new battery from her mechanic to resolve the
  issue.
  
  On July 24, 2024, the member filed a complaint directly with our
  AAA office regarding the lack of battery replacement and being addressed as “dear”
  by the independent contract service provider.
  
  On August 2, 2024, the
  member’s dissatisfaction with our independent contract station was escalated to
  our AAA field manager to be investigated. He promptly contacted the service provider
  and advised that addressing the member in this manner was unprofessional and reaffirmed
  AAA’s expectations of service and respect that the independent contract station
  is to provide to our members.
  
  On August 7, 2024, a representative from our Member Relations
  Department contacted the member to extend our apologies. She advised the member
  that the issue was escalated and addressed. An offer was extended to reimburse
  the member for the AAA battery she purchased. The member accepted the offer. A
  check in the amount of $211.99 was processed on August 12, 2024. 

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company 6 years this month. I paid my membership of $18.40 7/1/24. I noticed amount was increasing to ove $24. My debit card had also been compromised due to no fault of AAA a week or so after I made my payment. I contacted AAA on 7/30/24 and removed by daughter and husband from my membership I spoke to lulu. I explained the above and questioned if I could pay without auto pay, was informed I could not. She stated my account had been updated and I would see a letter in mail, I asked if there was anything else I had to do or pay she stated the letter would advise. I also have my home and auto insurance thru AAA which I paid 8/9/24 I noticed my payment for membership had not been updated yet and I still had not received letter. I did receive an email saying my bill was going to be $14. I received letter in mail on 8/12/24 stating changes had been made to membership, not a bill amount is $14 effective date 8/27/24. 8/13/24 I went onto my app to check what my home and auto was to be for next month and to see if membership updated. My app advised my membership was canceled. I called into AAA and was advised it was canceled due to payment that was declined as I hadn't been able to update my card on file as I was doing that 8/12/24. I attempted to give them my new card number and was told I could no longer do monthly I had to purchase 1 year membership. I was never contacted my card declined, never received phone call or email other than what stated above. I was advised supervisor would contact me by phone on 8/13/24. No one called me back. I called in 2 different times was told 2 different yrly membership amounts $137.00 and $132.00 by another representative. I went online to reinstate my account was able to add in my card then while app was processing stated technical difficulties. I also seen online yrly membership was 118.00.

  Business Response

  Date: 08/22/2024

  Thank you for the opportunity to
  research the member’s recent membership cancellation issue. We extend our
  sincere apologies to the member for the issues that they experienced.
  
  An email was
  sent to the member on August 20, 2024, advising that the member must phone
  their local branch in New Castle at 724-658-8551 or to phone the Member Service
  Center at 1-800-441-5008 before AUGUST 27, 2024. The member needs to update their
  payment information for auto pay of their membership monthly dues. It is
  imperative that the member updates their payment information before AUGUST 27,
  2024, to continue their membership monthly dues payment plan.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/8/2024 I was a passenger in a vehicle. During the drive the lower control arm broke. I called AAA for roadside assistance. During the tow the vehicle was damaged due to the negligence of the tow truck driver. The tow truck driver denied any fault for the damages. I contacted AAA customer service via phone and email the same day. On 6/11/2024 I spoke with Jim B******* a AAA representative, I explained what happened and informed him that I have video from the scene that will prove the damages were caused by the tow truck operator. I also explained that the tow truck operator and his colleague denied fault at the scene so I contacted AAA for resolution. Mr. B****** stated he had not spoken with anyone from the tow company yet and he is planning to contact them soon. On 6/12/24 I sent Mr. B****** a video clip of how the tow driver driver place the vehicle in the middle of the road instead of in front of my garage as I instructed him to do once at the scene of pick up and again once the vehicle was told to the street on which my garage is located. Since then I have sent Mr. B****** 12 emails he has responded to two. He responded to me on 6/14/2024 when I sent him an email to verify his address because I had sent several emails to where there was not a response. He sent another email on 6/18/2024 after I sent him 5 video clips from the scene and he stated he could not open them, I responded I would sent the video via priority mail to his office on 6/19/24. Mr. B****** sent an email back stating the AAA IT department will not allow for the evidence to be viewed via flash drive. Mr. B****** informed me he needs to speak with the vehicle owner, I provided contact information, Mr. B****** called the owner left a voicemail. The vehicle owner has called him back 3 times, no response. I have also sent 4 emails between 6/19/24 and 6/27/24, in the last email I asked for Mr. B****** to please respond to my numerous inquiries regarding the status of the case.

  Business Response

  Date: 08/14/2024

  Thank you for the opportunity to research our member’s
  concern.  Below is a summary of our investigation into their damage claim.
  

  On June 8, 2024, a request for a tow was made by our member for a
  2002 Honda CR-V.  The vehicle was being towed due to a failed control
  arm.  It was picked up at the breakdown location and towed to the member’s
  residence for repairs.

  On June 9, 2024, our member reached out to us to file a damage
  claim that the towing of the vehicle resulted in further damage to the
  vehicle.  When speaking with the contracted station that performed the
  service, when the driver arrived at the breakdown location, it was evident
  there was a major suspension failure.  The undercarriage appeared to have
  a great deal of rust and chunks could be seen in photos the driver took prior
  to towing the vehicle. During the investigation, it was determined that the
  vehicle does not belong to the member but to a non-member.

  A message was left for the non-member, but a response was never
  received.

  After reviewing the photos taken by the driver and the reason the
  tow was needed, it is our position that the failed control arm caused the
  damage to the non-member’s vehicle.  We cannot hold our independent
  contracted station accountable for damage that resulted from the suspension
  failure.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I completely reject AAA's response.  When the tow driver arrived the only issue was a broken, lower control arm passenger side.  I DEMAND to see the photographs taken by the driver at the scene of the tow.  He did not acknowledge us at all.  He did not take any photographs at the scene.  It was broad daylight and the tow truck driver was so 'nasty" I watched his every move.  The only thing he did was get out of of his truck, looked at the driver's side and ACKNOWLEDGED it was a broken control arm.  There were no chucks of rust or complete suspension failure.  If there was compete failure, WHY did the tow truck driver repeatedly ask *** ******* to drive the vehicle forward at least 5 times when the vehicle was dropped approximately 10 feet from my garage on ***** **** *********** ** *****? By the way - at the scene of the tow on *********** ****** (1 block away from my home) I told the tow truck driver 2 times to deliver the car in front of my garage, he chose to ignore the directive.  Once the tow truck driver let the car down in the middle of Osprey Way (traffic was obstructed by ************ vehicle), AGAIN, strange if the tow truck driver observed complete suspension failure at the scene of the tow, WHY did the tow truck driver instruct the *** ******* to drive the vehicle to the front of my garage?  It seems to me that a skilled tow truck operator, observing complete suspension failure, should have the enough common sense to place a vehicle in such disrepair in front of my garage, not in the middle of the street.  *** *******'s vehicle suffered extensive damage upon the arrival of the 2nd ******l towing tow truck operator, who was called to assist with a second tow to the front of my garage.  The first tow truck drivers directive for *** ******* to attempt to move the vehicle out of the middle of the road resulted in the ball joint being removed from the socket and the axle breaking.  The second driver had to bring a wheel dolley to the scene so the vehicle could be placed back on the flat bed.  Tools used to pull the vehicle onto the tow bed a second time (had the tow truck driver listened to my CLEAR directives to place the vehicle in front of my garage this could have been avoided) cause significant damage to *** *******'s vehicle and I have VIDEO PROOF.

  Per AAA's rules, a member can request AAA services if they are a passenger in a vehicle.  This rule is clearly stated on the corporate website and I verified it on 6/8/2024 when I requested the tow.

  The AAA representative, Jim B******* assigned to 'investigate' the incident was uncooperative from the onset.  He did not return my calls, he left ONE message via voicemail for David Aguirre to call him back.  David Aguirre left Mr. B****** THREE voicemails, the second time *** ******* called Mr. B******* we did a 3 way call, where again, *** ******* left Mr. B****** a voicemail.  Mr. B****** did not return any of *** *******'s calls.  I sent Mr. B****** a total of 12 emails, he responded to three.  In an attempt to aide in Mr. Bittner's 'investigation', I offered to send him 5 video clips I had from the scene of the incident - Mr. B****** flat out refused to let me send him the videos via email or overnight mail.  Mr. B****** stated that AAA IT department would not let him view such evidence.  From the onset Mr. B****** basically refused to let us offer evidence that would clearly show what happened on June 8, 2024 on ****** **** ********** ** ******

  I wish to be allowed to provide video proof I have of the incident.  I also DEMAND to see ALL photos alleged taken by the tow truck driver on 6/8/2024 of the Honda CRV.  I wish to verify the photos are of my ********* vehicle.  The photos would have been taken at approximately 7PM on 6/8/2024 so they would have been taken in the daylight.  So the extensive damage the tow truck driver claims he observed upon arrival to the scene should clearly visible. 

  The damage that occurred to ***** ********* vehicle that day (minus the low control arm) was the fault of a unskilled tow truck driver whom appeared to have an issue with myself and *** ******* upon arrival at the tow scene.  I wish to have my evidence view by AAA so that *** ******* can be reimbursed for the significant damage done to his vehicle by ******* Towing on 6/8/2024

  Business Response

  Date: 08/23/2024

  Below is the email sent on August 22, 2024, from our AAA field manager to the member.

  Subject: 2002 Honda CRV video clips of tow by ******* Towing
  6/8/2024

  I reviewed each of the videos on Dropbox and will
  address them now. 

  You stated in your email that you called a mechanic who then
  provided you with his assessment over the phone. In one video you advise *** ******* that "he" said driving over the skate broke the axle and
  other components. My assumption is that this was the same mechanic. 

  I am unable to accept an assessment from a mechanic who
  wasn't physically present to examine the vehicle. Without getting the vehicle
  up on the rack there is no way to provide an accurate assessment of the
  damages, let alone the cause. 

  There was nothing in any of the videos/photos that show the
  drivers actively causing damage. It is all after the initial event. The videos
  show the drivers using proper techniques to load a vehicle with a broken
  control arm.

  In summation AAA is denying the claim based upon the
  following points. 
  1. The mechanic you
  contacted by phone is unable to give any assessment as to the damages
  claimed or otherwise because they were not physically present. 
  2. There
  is nothing on the videos or photos showing the drivers causing damage.
  They show the drivers attempting to load a vehicle with a broken control
  arm.
  3. The
  vehicle is over 20 years old. There are pictures showing pieces of rusted
  metal debris on the ground under the vehicle.
  4. The
  vehicle suffered a control arm failure while in motion. This causes
  immense stress on all parts attached to it (the axle, tie rods, the
  suspension in general, etc.) 
  5. Any
  damages caused by the initial event compromised the integrity of the
  vehicle. 
  6. There
  is no way for me to prove the driver caused further damage to the vehicle
  since the vehicle's condition was already compromised because of the
  initial breakdown. 
  

  Based upon the aforementioned items, AAA considers this
  matter closed. 

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 
  

  I do not accept the response of AAA.  I gave the tow truck operator a directive on where to place the disabled vehicle.  The tow truck operator ignored my instructions and unloaded the vehicle from the flat bed to the middle of a roadway.  When he realized his error he instructed the vehicle owner to attempt to drive a disabled vehicle out of the road way which caused significant suspension damage.

  Had Mr. B******* the original AAA conducted a proper investigation during the week 6/8/2024 when the incident occurred, perhaps the vehicle could have been assessed by an authorized repair shop to obtain an accurate assessment of the damages and who was at fault.

  Instead, Mr. B****** ignored my claim and refused to allow me to submit evidence.

  This is the vehicle owner's sole source of transportation which impacted his livelihood for several days.  The age of the vehicle is irrelevant. It passed a state inspection months before. 

  Furthermore, what right does the AAA representative have to assess the value owners put on their possessions?  Again, this is *** *******'s sole source of transportation, the vehicle may not have value to *** ********** but it does to *** *******. The actions and directives of a clearly unskilled and tow truck operator caused damage to *** *******'s vehicle.

  On behalf of *** ******* I seek total reimbursement for parts and labor, minus the parts and repair the the lower control arm. Had the tow truck operator followed my clear directives to place the vehicle in front of my garage the additional damages would not have occurred.

  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA canceled my membership for no reason but did NOT refund my money!
  I suspect this is due to the $100 false charge that they put on my account.
  I had spoke to a supervisor a few months back, and she said it is their mistake, and the charge has been removed.

  Business Response

  Date: 08/09/2024

  Thank you for the
  opportunity to research our member’s concern. We extend our sincerest apologies
  to the member for the issues with his membership status. Below is a summary of
  his experience and the resolution accepted.
  
  On February 5, 2024, at 4:43 p.m., the member contacted AAA
  roadside assistance requesting a tow for his 2008 Toyota Camry in Austin, TX.
  The AAA call representative recommended that his vehicle be towed to a local
  AAA Approved Auto Repair (AAR), Tech One Automotive. The member accepted the
  referral. AAA’s independent contract station, On Roadside Assistance, was assigned
  to tow the member’s vehicle to Tech One Automotive. Per the member, once his
  vehicle was delivered to Tech One, he received a repair estimate that was
  extremely overpriced compared to nearby automotive repair shops. Due to the
  issue, AAA approved a tow to another repair shop on February 6, 2024.
  
  The member’s concerns regarding the repair estimate were escalated to
  our AAR manager to be investigated and addressed the same day. A representative
  from the AAR Department contacted the member and left multiple messages, and no
  response was received. This led to both tow service calls counting toward the
  member’s four roadside assistance allotment for the current membership year,
  bringing the total service calls for the membership year to five calls. A bill
  was generated for the fifth service call. When the bill was not paid, the
  membership was cancelled. 
  
  On August 7, 2024, a representative of our Member Relations
  Department contacted the member to extend our apologies. The member stated that
  he had been traveling and did not receive our earlier communications. Our
  representative offered to not count the call on February 5, 2024, toward the
  member’s roadside assistance allotment for the current membership year due to
  the issues with the Approved Auto Repair facility. This eliminated the bill and
  enabled the membership to be reinstated. The member was appreciative. 

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, 2024 I contacted Triple A for roadside assistance. I needed a tow due to my front tire. Triple A sent out J&S and the driver made matters worse. Me just needing a new tire turned into needing a new front bumper and windshield washer fluid. The driver did not properly tow my car causing damage to it. When asked if his company had insurance or how do we go about getting my car fixed, he instantly jumped onto defense and stated that they do NOT have insurance and it was not his fault. He said that my bumper was bound to fall off because of the way the wheel was (makes zero sense) and that I should just be grateful that I’m alive…
  I ended up calling AAA to file a complaint and they said it would take 48-72 hours and it is now August 2nd and I still haven’t a word from J&S or Triple A.

  Customer Answer

  Date: 08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  The owner at J&S is the same person who towed, destroyed, and lied about having insurance to fix my car. He offered to fix my car, Two weeks AFTER the incident and once I made the complaint. I declined the offer because I do not trust this person to fix my car. 
  

  AAA did do their part, and honored the estimated cost I received to fix the car (two and a half weeks later). 
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4, 2024 I called AAA at 1-800-441-5008 to get a tow for my son whose radiator cracked in his car and it needed towed to a garage. We had a membership that had expired in 12/24 and I was told I had to go online and get a new membership before a tow could be arranged. I did go online and purchase a plus membership at a cost of $78.55 paying by credit card.
  AAA then proceeds to tell me they charge $125 extra because he is using the service within the first three days of purchase???? I then get told the "plus" part can not be used for 7 days which means I had to pay $7.00 for every mile over 3 miles. It was a total of 31 miles which is included with a plus membership but they would not honor making me pay $196 extra to get the vehicle towed. This is absolutely outrageous and fully taking advantage of the customer. They make you enroll in auto renewal at the time you enroll also. The total cost of this tow was $399.55 which should not have cost anything with a plus membership.

  Business Response

  Date: 07/15/2024

  PLEASE DO NOT POST

  Thank you for the opportunity to research the consumer
  complaint.
  
  The family’s AAA Classic membership (two adults and one
  dependent) expired in December 2023. The son was operating the vehicle that
  became disabled on July 4, 2024. At that time, his mother enrolled only him with
  a new AAA Plus membership online.
  
  The AAA online enrollment page clearly notes under “Create Your Membership” that
  there is a $125.00 service fee for utilizing service within the first 3 days of membership. It also states Plus benefits, which allows up to a 100-mile tow,
  are not effective for the first 7 days of membership and that Classic
  benefits start the first day, subject to the service fee.
  
  On July 5, 2024, Lisa
  Crapis, a representative of AAA’s Member Relations Department spoke with the
  new member’s mother regarding her dissatisfaction with the fees utilizing the
  new membership. As a gesture of goodwill, the $125.00 same-day service fee will
  be refunded. This resolution was accepted.

  Business Response

  Date: 07/15/2024

  PLEASE DO NOT POST

  Thank you for the opportunity to research the consumer
  complaint.
  
  The family’s AAA Classic membership (two adults and one
  dependent) expired in December 2023. The son was operating the vehicle that
  became disabled on July 4, 2024. At that time, his mother enrolled only him with
  a new AAA Plus membership online.
  
  The AAA online enrollment page clearly notes under “Create Your Membership” that
  there is a $125.00 service fee for utilizing service within the first 3 days of membership. It also states Plus benefits, which allows up to a 100-mile tow,
  are not effective for the first 7 days of membership and that Classic
  benefits start the first day, subject to the service fee.
  
  On July 5, 2024, Lisa
  Crapis, a representative of AAA’s Member Relations Department spoke with the
  new member’s mother regarding her dissatisfaction with the fees utilizing the
  new membership. As a gesture of goodwill, the $125.00 same-day service fee will
  be refunded. This resolution was accepted.

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ford Road Side Assistence said I had a dead short in a battery cell when they came to jump the car. They did not have a replacement battery available. As a 51 year year member of AAA+, I turned to them. The price online was $199.00 plus tax. When the guy from Advantage Towing showed up, he informed me there would be an additional $40 labor charge due to having to remove and reinstall a trim panel. He was here about 20 minutes total.
  Ford tells me *EVERY FORD FUSION HYBRID* has the battery in the same place. AAA knew ahead of time about the additional 3 minutes needed to remove and reinstall the trim panel, or should have known. Given how many years Ford Fusion Hybrids have been manufactured, who can believe I'm the first one?
  To gove you an idea of just how ludicrous this upcharge is, here is a youtube video showing the procedure to change the battery: ************************************************ The guy from Advantage was nice and just doing his job, AAA is a *HUGE LET DOWN*.
  Why would I ever renew my membership when I've only (seldom) used it for automobile issues?
  You have lost a 51 year member over this deception or ineptitude of not knowing it would take and additional 3 minutes to remove and reinstall the trim panel.
  Had they told me of the upcharge, I'd have removed the trim panel myself.
  $40 for 3 additional minutes...

  Business Response

  Date: 06/27/2024

  Thank you for the
  opportunity to research the member’s concern.
  
  Our records indicate that
  the member requested mobile battery service on June 19, 2024. Our independent
  contract facility, Advantage Towing, responded and tested the battery and
  determined that a replacement was needed. The member had previously called AAA
  and received a battery quote of $199.99 plus tax. The driver confirmed that
  this was the correct price of the battery but indicated there would be a $40.00
  charge for labor-intensive installation.
  
  Battery installations on
  some vehicles can be labor intensive, and we allow our independent contract facilities
  to charge a nominal fee for this service. According to our Battery Guide, the
  member’s Ford Fusion Hybrid does require a small piece of trim to be removed
  and replaced but it is not a labor-intensive install. Our AAA field manager has reviewed
  this with Advantage Towing to ensure another member is not charged in error.
  
  A representative of our
  Member Relations Department spoke to the member on June 21, 2024. She thanked
  him for being a 52-year member, apologized for the additional costs he incurred,
  and assured him that he would receive a refund for $42.80. Also, a
  complimentary membership for his next membership year effective January 1, 2025,
  will be provided. The member accepted and was pleased with the resolution.
  He should receive the check within 7-10 business days.

  Customer Answer

  Date: 06/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This weekend my elderly Mother, foster son and myself traveled about 4 hours on a weekend trip. Today we was in the Allegheny National Forest in Warren County, PA, At about 3 pm our SUV shut down. We initiated a call with AAA and 911 b/c we was in remote area with minimal cell phone signal. First issue began when the AAA representative was stating an issue with there being 3 people and our dog to get us out of the area when our car would be towed. While waiting for a call I was able to get our car started barely. We was able to get back to our hotel 30 minutes away! With no help of AAA. Then once back at our hotel we began calling AAA to have our SUV towed back home. We pay for premier service. The system text me saying 9:06 pm tow due to arrive. I called the towing company to let him know we did not need to ride with him. He had no idea of the call and stated he was unable to tow our car. I called AAA back. The lady said we had a free rental. Connected me to enterprise and did not stay on line. Enterprise rep had no idea about anything and said they do not partner with AAA no more. I called AAA back and the lady said we would have to go to the rental place for the car which was about a hour away. Our car is DISABLED ! She said that was the promotion. I asked for a supervisor. Supervisor said there was nothing she could do except have us wait for Monday to get to a rental place closer. WE work ! I called AAA back and they worked on getting a tow set up b/c a family friend drove 3.5 hours to us for a ride for us to leave the next morning. AAA representative spent the next about hour looking for a tow service. No one would do it and the one that would can’t until 9am next day!! This is unelectable. WE pay all this money for premier and can’t even get a tow when needed especially long distance or a rental car!! Spending 7 hours on this is ridiculous. This has happened to us way to many times sine we been members where we have not been helped or it’s been hours !!

  Business Response

  Date: 06/18/2024

  Thank you for the opportunity to
  research the member’s concern. We extend our sincerest apologies to the member
  for the issues that he encountered. Below is a summary of his roadside
  assistance experience and the resolution offered and accepted.
  The member had
  difficulty with his vehicle on June 8, 2024, in the Allegheny National Forest
  in Warren County, PA, and contacted AAA for roadside assistance. Due to
  the remote area and the fact that the member was traveling with two other
  passengers and a dog, there was a delay in finding an independent contractor with
  a king cab able to tow his vehicle and provide space for the passengers and dog.
  While waiting, the member managed to get his vehicle started and drove back to
  their hotel. The member contacted AAA again to request service. Unfortunately, his
  request was again delayed as king cab trucks are not readily available. The member
  was able to have a family friend drive to the hotel to pick them up. Arrangements
  were made to have the vehicle towed the next day.
  
  On June 12, 2024, Lisa
  C*****, a representative of AAA’s Member Relation’s department left a voicemail
  with her contact information and extended our apologies for the lack of service
  and delay. The member returned her call the same day and left a message.
  
  On June 14, 2024,
  Lisa spoke with the member and apologized for the unsatisfactory experience and
  noted that the service call details were forwarded to Field and Dispatch management
  teams for investigation, coaching, and process improvements. Lisa also
  confirmed that a check in the amount of $186.00 has been requested for the lack
  of service, lengthy delay, and inconvenience to the member, his passengers, and
  family friend. The member appreciated the follow-up and was satisfied with the
  resolution. He should receive the check within 7-10 business days.