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.

close

Find a Location

AAA East Central has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/29/2023

  Type:Delivery 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.

  March, 17 2023.The damage so far is $800 but the truck isn't done excluding rental. AAA has done absolutely nothing to help. They aren't answering their phones nor are they offering us a rental. We are getting nothing resolved and struggling rotating one vehicle while we both work. As a consumer, it is critical that I be able to rely on AAA that they will have automobiles picked up or delivered. When AAA falsely claims that I can rely on specific things, the result is delays and can cause considerable expenses. I am now being dropped off at work and sharing one vehicle with my fiancé. AAA is known for “Fast Reliable Pickup & Delivery”..”Reliable Delivery”..”On Time!”..”Guaranteed Delivery.” The advertisements often add to this impression of reliability with such phrases as “I.C.C. Licensed, Bonded and Insured.” Our also provide a toll-free number. When I call, the AAA Salesperson, after learning of the requested destination and time frame. Advises me that their computers are down and they can’t see my policy. I can clearly call the policy department and get my policy. We are tired of the run around and want the service that we have paid for.

  Business Response

  Date: 04/03/2023

  Dear *** *****

   

  April 3, 2023
  ******* ****
  ** **** **
  ****** ** *****
  RE: Named Insured: ***** ******
   Complainant: ******* ****
   BBB Case Number: ********
   Claim Number: ********** ****** ************
   Date of Loss: March 16, 2023 

  I am writing in response to an inquiry that we recently received from the Better

  Business Bureau dated March 30, 2023, regarding a complaint you filed. You
  have asserted displeasure with the handling of your claim.
  This loss occurred on March 16, 2023, and was reported to us on that day by
  ***** ******. Your Claims Service Representative, Allison R*****, contacted
  ***** to review the facts of loss. ***** requested that the passenger side window
  be replaced that day to avoid any rain damage to the vehicle. Allison advised
  that there was a system issue that prevented us from setting the repairs up on
  that day but suggested that this could be paid for out of pocket and reimbursed
  less the policy deductible of $500. The following day ***** called and requested
  a new adjuster be assigned.to this claim. Contact was made with ****** and it
  was explained that this was a system issue, and any new adjuster would have
  the same system issue and we were working diligently to have this resolved.
  Allison’s’ manager then contacted you and reiterated the same facts and advised
  that we would be in contact as soon as the issue was resolved so we could
  proceed with repairs. A new adjuster, Tonya B****, was assigned on March 23rd
  per your request. Tonya called to introduce herself as the new adjuster and
  advised that she would talk to your shop of choice, ******** Body Shop, and
  update them on the status and get the required estimate and photos. The
  estimate and photos were received from ********’s on March 24th and were
  sent to be reviewed. 
  Page -2-
  Case# ********
  ******* ****
  On March 29th, Tonya’s manager, Cheryl S*******, spoke with you to advise
  that we would set up a rental with policy coverage of $35/day and that would be
  waiving your $500 deductible as a customer service gesture. Further, a check
  would be issued for the repairs. During that conversation you advised that you
  also had items stolen from the vehicle. It was discussed that coverage for the
  stolen items would not be covered under the auto policy but those could be
  submitted through your Homeowners policy. The rental was set up and the check
  was issued for your vehicle repairs on March 29th as promised.
  A follow up call was made to ********’s so they were aware that repairs could
  begin. They advised that once the parts arrived, they would start the repairs.
  The adjuster will keep in close contact with you and the shop until the repairs are
  completed.

  We strive to handle every claim with customer service as the main objective. We
  will continue to handle your claim with that in mind and look forward to having
  this claim resolved timely.

  We thank you for your two years of being insured with The Auto Club Indemnity
  Company. If you have any questions regarding our position on this matter, please
  contact the local claims manager, Cheryl S******* at *************
  

   

  Sincerely,
  Claudia R********
  Vice President Insurance Claims
  Cc: BBB 

• Initial Complaint

  Date:03/22/2023

  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 12/27/2022, I contacted AAA to get a quote on car insurance for my two vehicles. I spoke to a lady by the name of NaChelle Buyck. NaChelle gave me a quote on my insurance and told me to pay $150.00 for the current month of service. I paid the amount and signed the paperwork. Nachelle, reached out to me again and advised the rate would increase by $5.00 per month and instead of paying $150.00 it would need to be $155.00 a month. I ended up paying the difference. Twenty-four hours later, Nachelle contacted me again and told me about an accident my granddaughter committed and my daughter committed but they do not live in the same household. Yet again the price would increase my quote. At this time, I told Nachelle to cancel my policy and to refund me the $155.00. Nachelle just wanted proof of my current insurance carrier. I sent her the insurance cards from Liberty Mutual.
  
  On 01/18/2023, I received a bill from AAA totaling $200.00. I contacted NaChelle by email and phone and she told me that she had “forgot” to cancel the account. She then immediately processed the cancellation. I asked her about my bill, she had advised me to disregard it. She then advised me a check for the full $155.00 will be in the mail. On 01/23/2023 I received a check for a total of $33.00. Confused, I reached out to NaChelle and received no response. I then reached out to her supervisor Brad Bourne. He had apologized for the error and told me I should send him the insurance cards of my current insurance company. After sending it to him, he had assured me AAA will provide me a check of the full amount within 5-
  

• Initial Complaint

  Date:03/02/2023

  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.

  Called customer service towards end of January 2023 to change my card onfile as it was not working. Went through the whole verification for Auto pay, as I was paying monthly and have been for 2+ years. Well after seeing that my January 28th payment still was not charged to the new card--I called and told this to the lady in customer service, she placed me on a brief hold, then proceeded to tell me that I was all paid up and my next payment was due on 2/28/2023 and said she would note that on my account. Well I checked with my credit card company on March 1, 2023 and was told no charges from AAA appeared. Called AAA and was told my membership was cancelled and was not sure why and said she seen on the account the notes from my call in mid February. Was told to call back today(3/2/2023) and speak to there Accounting department. So I called and was told that I WAS CANCELLED FOR NON PAY-DESPITE ME CALLING AND UPDATING MY CARD AT END JANUARY AND CALLING AGAIN IN THE MIDDLE OF FEBRUARY TO NO PAYMENT. WAS THEN TOLD THAT THE ONLY THING I COULD DO WAS FOR A NEW MEMBERSHIP FOR THE YEAR AS THEY NO LONGER OFFERED MONTHLY MEMBERSHIP PAYMENTS. IN SHORT THEY KNEW THIS AND FIGURED THEY WOULD CANCEL MY MEMBERSHIP TO FORCE ME TO PAY YEARLY-PISS POOR WAY TO RUN A BUSINESS-SINCE I NEEDED MY MEMBERSHIP FOR MY AUTO INSURSANCE, I WAS FORCED TO PAY FOR YEARLY MEMBERSHIP UP FRONT. HAD TO GO FROM PREMIER TO THERE CLASSIC MEMBERSHIP AS THATS ALL I COULD DO. ONLY POSITIVE THAT CAME FROM THIS WAS A GREAT DISCOUNT FOR THE YEAR. SO NOW I'M SEARCHING FOR GOOD AUTO INSURANCE AND ONCE I CAN DO THAT AAA WILL NEVER SEE A PENNY FROM ME AND OTHER PEOPLE IN MY FAMILY.

  Business Response

  Date: 03/13/2023

  Thank you for the opportunity to research the member’s recent
  experience with AAA East Central’s membership payment processing. We extend our
  sincere apologies to the member for the issues that he encountered.
  
  The member spoke with a AAA Member Services call counselor
  to ensure his monthly payment would be processed to his new credit card that
  was provided earlier. The call counselor did verify the information to process
  the monthly payment; however, the call counselor neglected to follow through
  with submitting the payment. Our AAA Member Services manager has been made
  aware of the situation and has addressed it with the call counselor.
  
  Due to the structure of the current monthly payment system,
  unfortunately, the monthly payment plan cannot be reinstated once there is
  non-payment. Membership management is currently reviewing this issue with the
  system software company to enable modifications and allow for future
  exceptions.
  
  On Friday, March 10, 2023, our AAA Membership Marketing manager,
  Susan, phoned the number noted on the consumer complaint to also extend our
  apologies. She was informed that the member was not available and to phone back
  on Tuesday. Once Susan speaks with the member, she will offer a reimbursement
  of the current membership year that was paid on March 3, 2023, and a complimentary
  upgrade to Plus membership for the current membership year ending March 2,
  2024.

• Initial Complaint

  Date:02/06/2023

  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 have had AAA Auto Club membership for myself and my immediate family members for several years. I have always paid for the "plus" membership, which includes towing up to 100 miles. On 10/3/2022 my son needed to have his car towed home due to a wheel bearing failure. The distance towed was 21 miles. AAA was called and dispatched a AAA participating service truck. When they arrived at my house a bill for $77 was presented, with an explanation- that I only purchased "Basic" coverage. My son paid the driver in cash, and was provided with a receipt. I called AAA to find out why my son was charged when it was less than 100 miles. I was told that it was a mistake and I was provided a reimbursement application, which I filled out and faxed to the number provided on 10/12/2022. The form said to expect up to 4 weeks for payment. I have never received payment, even though I called the number on the form provided by AAA, which goes to a mailbox that is full, made phone calls to many different departments, was promised that a supervisor would return my call, which I never received, and wrote a letter which I included with the reimbursement form that I faxed many more times and actually mailed a copy to the address provided. In my letter I stated that I intended to contact the BBB if the issue was not resolved, which apparently had no affect. My AAA member number is ***************** I thought that AAA would be more concerned about their reputation, but maybe I'm wrong.

  Business Response

  Date: 02/09/2023

  Thank you for the opportunity to
  research the member’s concerns regarding their roadside assistance request of
  October 3, 2022.
  
  We extend
  our apologies to the member for the call receive system error which occurred
  with his AAA membership level and benefits and with his subsequent requests for
  reimbursement.
  
  On February
  8, 2023, Karen F******* a representative of our Member Relations team, spoke
  with the member and also extended our apologies for the confusion and aggravation
  caused. A reimbursement check in the amount of $127.00, representing the $77.00
  cost for the tow and $50.00 for the unsatisfactory experience. The member
  should receive the check within 7-10 business days. The member was satisfied
  and accepted this resolution.
  
  If the
  member has any further questions or concerns, he can contact Ms. F****** on her direct dial number, *************

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service 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.

  Had a weather related fender bender with one of my AAA insured vehicles on 12.23.22. AAA claims was not the best to deal with. Decided to find a new insurance company. Let this auto policy lapse. Signed up with that insurer and paid for my new policies on 1.17.23. My AAA member number is 620 *** ***********  Let my AAA policy on my Mercedes expire (involved in fender bender).. was up for renewal. Trying to cancel my Jaguar auto policy (policy ****** ************) and homeowners policy (************). Jaguar policy expires in or about 4.27.23. Homeowners on 7.11.23. I have already sent an email to AAA via my member online profile/account. No response. Have tried calling. Their phone tree is messed up. My place in their phone tree is never saved. I should not have to go to a AAA office to handle all this. I am a big fan of AAA at this point. All I am asking is for both aforementioned policies to be cancelled by AAA as of 1.17.23, and for me to receive prorated refunds on both. I do have in place insurance -policies with a different insurer. I am currently not insured. Their web site is impossible to use today for some reason.

  Business Response

  Date: 02/13/2023

  Thank you for the opportunity to
  research the member’s concerns. We extend our sincere apologies to the member
  for the lack of response to their request and frustration experienced.
  
  On February
  1, 2023, Melissa, a AAA Insurance customer service representative spoke with
  the member to also extend our apologies. Melissa sent the member a cancellation
  request form through AssureSign. The signed form was returned, and Melissa
  processed the cancellation for the auto and home policies. The prorated amounts
  will be refunded to the member’s credit card. Confirmation of the cancelled
  policies and refunded amounts was emailed to the member.
  
  If the
  member has any further questions or concerns, he may contact Melissa at *************

• Initial Complaint

  Date:11/28/2022

  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.

  In November of 2021, Toyota issued a Consumer Advisory that size 24 batteries are a safety issue for Toyota Rav 4 2013-2022. I am very concerned that AAA is still installing these batteries. Size 24 batteries are what is listed on the Interstate Battery checker. For the safety of your customers, size 35 batteries is what should be listed. Had I not already had an appointment with my dealership for something else, I would have never known I was driving around with a safety issue. listed as the. Why is this acceptable?

  Business Response

  Date: 12/09/2022

  Thank you for allowing us the opportunity to research the member’s concern. Our records indicate that the member requested mobile battery service on November 20, 2022.  Our independent contracted facility, Angelo’s Towing, responded and tested her battery and determined that a replacement was needed. A new battery was installed according to the battery fitment guide.

  
  The member’s concern regarding the Toyota of North America Consumer Advisory, that was issued in November 2021, have been forwarded to our Director of Automotive Services Operations for review.  

  
  A representative contacted the member to extend our apologies and noted that we have issued a check in the amount of $257.15 for reimbursement of the AAA battery and the diagnostic fee from Toyota. The member was pleased and accepted this offer. She should receive the check within 7-10 business days.
  

  
  

  Customer Answer

  Date: 12/12/2022

  [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:11/20/2022

  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.

  November 11th 2022 at approximately 8:05 Pm
  Contacted AAA to get a tow for a 1989 Dodge D150 towed to our home. The first AAA roadside assistance Rep asked for our location and we spelled everything to her. At or approximately 9:14 Pm we contacted AAA again due to receiving no information about an arrival time or if service provider was secured. After getting a roadside assistance rep on the phone for the second time she had told us that the first rep placed us in Latrobe Pa when we was in New Florence Pa. The second roadside assistance rep told us that she would have to create a new roadside assistance ticket for us. We agreed to getting another ticket made due to need this tow. At or approximately 10:30 Pm we contacted a private towing company in order to get this vehicle to our home due to AAA not providing any service to us. At approximately 11:00 Pm a supervisor named Britney contacted us and told us that their was nothing they could do for us and cancelled our roadside assistance ticket.

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to research the member’s recent roadside assistance request. We extend our sincerest apologies to the primary member, ********* and her family for the lack of service on November 11, 2022. The member filed the complaint on behalf of her son, who is an associate on the account. Below is a summary of the service experience and the resolution that was offered and accepted.

  
  In researching the complaint, we found that the first call counselor did not correctly identify the breakdown location. In listening to the call, we heard the member’s son spell the location. When asked if the agent had found the area, she said yes. However, she did not repeat the location to verify the accuracy for the service request.

  
  After a second call by the member with another call counselor, the error was discovered, a new request was created with the correct information and should have been assigned as a priority. In the meantime, the member contacted a private tow service while the AAA request remained open. 

  
  The member was later told that AAA was unable to provide service that night and the request was cancelled. The service requested was for a short-distance tow to the member’s residence. AAA should have handled the request in a more timely and accurate manner.

  
  The following steps have been taken to ensure this does not happen to another member: (1) The AAA call center supervisor has engaged in a coaching session with the first call counselor by listening to the call together and reviewing the errors she made in handling the request. (2) The call has also been reviewed and addressed by the AAA dispatch manager and the AAA field manager assigned to the area of the breakdown. 

  
  On November 21, 2022, the member was contacted by a representative of our Member Relation’s team to also extend our apologies and confirmed that a check was requested and mailed to the member in the amount of $95.00 for reimbursement of the private towing service. 
  

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  Cancelled membership on 10/28, was told I would be refunded on 10/31. Called 11/1 and was told my refund would be deposited by 11/4. Called 11/4 and was told accounting had just accepted and processed my request and would be refunded by 11/7. Called 11/7 and was told my refund would take 3-5 days to process (was told “all companies work this way”). Each AAA employee I spoke to essentially lied to pacify me and get me off the line and the withdrawal almost caused my Progressive insurance to be cancelled due to insufficient funds because of the AAA withdrawal. With the exception of the employee I spoke to on 11/7, each employee blamed the previous and continued to give me misinformation. I have been trying to get a refund for 11 calendar days and 7 business days and this has caused other bills to be late paid etc. I am requesting a inconvenience credit at this point in addition to my original refund if BBB investigates this claim. Attached are dates of each call placed to AAA trying to resolve the matter on my own, thank you.

  Business Response

  Date: 11/23/2022

  We extend our apologies to *** ******** for the incorrect information she received regarding her refund. The refund was processed on November 4, 2022, and should have appeared on her statement by November 9, 2022. 
  
  The manager of Membership Accounting has been made aware of *** ********’s experience and disappointing service she received. The manager has reviewed and addressed the issue with the employees involved to prevent any recurrence.
  
  

  Customer Answer

  Date: 11/29/2022

  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. One or two employees with misinformation is understandable, four is not. I request again compensation for my hassle and treatment from your company. 
  
  
  
  Regards,
  
  
  ******** ********

• Initial Complaint

  Date:10/30/2022

  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.

  10/29/2022
  We hit a deer and need towing. We were sitting at an exit off route376 in the dark. Called AAA roadside service at 800-222-4357. Reached automated response and it could not locate the city of Hermitage. Transferred me to representative. She was difficult to understand. She couldn’t understand where we were located. She had a tow company call us from Greenville, Pa. It would take them an hour or more to reach us. We said to long. Our car is in a dangerous location. Police came and contacted someone to tow us.
  AAA advertises roadside assistance. That is main reason we have a membership. The police told us AAA in our area is of little value, very few garages participate. They should not promote that service, if not good in our area.
  I would like to be reimbursed for the tow that we have to pay for.

  Business Response

  Date: 11/16/2022

  We extend our sincere apologies for the issues the members experienced with their roadside assistance request of October 29, 2022. Below is a summary of the events and the resolution that was discussed and accepted.
  
  The members contacted AAA roadside assistance via the automated voice phone system after hitting a deer. Unfortunately, the system did not recognize the city where they were located, which was Hermitage. After being transferred to a call counselor, they were able to give the counselor the details of their location. However, the agent incorrectly entered the disabled vehicle location as their home address. The independent contractor assigned to assist the members was not in close proximity to reach the members. The members, therefore, contacted the police who assisted them. 

  
  The call center management team has been made aware of the experience they encountered and has addressed the issue with the call center counselor to ensure effective and clear communication with members’ roadside service requests. The issue with the automated voice phone system has been referred to the call center operations director who is working to identify and correct the system issue.

  
  The members have contacted their insurance company regarding the tow that the police assisted them with due to the incident with the deer. 
  A representative of the Member Relations team contacted the members to also extended our apologies and offered a check in the amount of $50.46, which represents the cost of dues for the current membership period that has been paid on the monthly plan. The check was mailed on November 16, 2022, and should be received within 7-10 business days. The members have accepted this resolution. 
  

  
  

• Initial Complaint

  Date:10/07/2022

  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 am a AAA Premier Member and on October 7, 2022 I called AAA at 8:03 AM, Because my truck blew a brake line and was in need of a tow. I had work and was informed to call 2 hours before I needed had to be picked up. So I called back at 12:28. I was then informed that they would set up the tow for me and the driver would be in touch. He called and informed me that he could not take me or my truck back to my hometown until tomorrow. So I called AAA back and they informed me that I could get a 24 hour rental car and that they would put me through to the rental car company which I informed them needed to be Enterprise because that is the only rental car service we have in my area. Then put me through to Hertz. I was on the phone for 20 minutes and requested he call my other number because my phone was dying. I was never called back. So I then had to go back through the entire process and was again put through to Hertz and the Hertz rep was unable to assist. From there I called AAA again and asked to speak with a supervisor. They put a supervisor from my home area who then conference called the east central branch where we scheduled a towing service to be called as well as an agent to call in order for them to physically set up the car rental(3-3:30pm) I got a call from the towing company 40 minutes later telling me he could not tow the vehicle until tomorrow. I told him I could not confirm that until I received confirmation about the rental car. He was mad, but I explained that I need to get home and don’t want to be stuck outside without some sort of shelter. We hung up and I called AAA back to inform them of the situation. In the meantime I received a call from Tyler who informed me that he would book the rental car and they would schedule the drop off(about 4:30) he informed me AAA would only reimburse the rental for 24 hours and my home office was closed until Monday. They towed my truck and I’m stranded and freezing cold outside with no rental(7:30)

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to research the member’s concern with his recent roadside service call. We extend our sincerest apologies to the member for the issues he experienced. Below is summary of the service experience and the resolution that was offered and accepted. 
  
  On October 07, 2022, at 12:57pm, the member contacted AAA Central Penn for roadside assistance requesting a tow for his vehicle, which was disabled outside the AAA East Central territory, the member’s home AAA club. 
  
  The member informed the call counselor that he would need to ride with the driver. The member was contacted by AAA at 1:18pm and advised they would be unable tow his vehicle until Saturday or Sunday. Since the member was unable to locate a rental car on his own, he requested AAA’s assistance. A benefit of his Premier membership with AAA East Central covers for reimbursement for a one-day car rental in conjunction with a tow. Calls were placed to Enterprise car rental which led to additional issues - not being called back and being told the car would need returned at that location only. At approximately 8:00pm, the AAA supervisor scheduled a ride for the member to a AAA car rental provider located at a nearby airport. The member secured a rental vehicle and drove to his destination. However, he arrived after the rental car agency was closed and was unable to return the vehicle until Monday, resulting in additional charges for Saturday and Sunday. 
  
  Judy Bi*********, a representative from our AAA East Central Member Relations Department, contacted the member by phone on October 10, 2022, and by email on October 11, 2022, to extend our apologies for the unsatisfactory experience he encountered. The member was also informed that the issues encountered have been escalated to the affiliate club, AAA Central Penn, to be investigated and specifically to address the delay in service. Ms. Bi********* also discussed the first day of the car rental being covered under his AAA Premier membership. Ms. Bi********* asked the member to email the car rental bill for further review.
  
  Once the car rental bill is received from the member, AAA East Central will process the following payments to the member: the first day of the car rental will be submitted for reimbursement under the member’s AAA Premier membership benefit, and AAA East Central will pay half of the base rate for the two additional days of the car rental. The member agreed to this resolution. 
  
  If the member has any further concerns, he may contact Ms. Bi********* at ************ or Bi************************