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

  4430 Buffalo Rd Erie, PA 16510-2203

  
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  AAA East Central

  1169 Wayne Ave Indiana, PA 15701-3549

  
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  AAA East Central

  1375 Bucktail Rd Bucktail Village Saint Marys, PA 15857-3265

  
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  AAA East Central

  538 Smithfield St Pittsburgh, PA 15222-2215

  

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:08/25/2022

  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.

  On or about May 15, 2022 I had purchased a car battery from AAA for my 1996 Cadillac Deville Sedan in the amount of $170.63 for the car repair shop to be able to start and test engine. Upon the car repair shop evaluation of my vehicle it was determined by them the vehicle had rusted out so the vehicle had to be junked. I had requested for a refund from AAA but was denied therefore I filed a complaint with the Member Relations regarding this matter. I was also denied on August 03, 2022 but without disclosing their purchase agreement for return of purchase.

  Business Response

  Date: 09/06/2022

  Thank you for the opportunity to
  research the member’s concerns after purchasing a AAA battery on May 17, 2022, through
  AAA East Central’s roadside assistance.
  
  Our
  records indicate that the member purchased a AAA battery on May 17, 2022, for his
  1996 Cadillac DeVille that was eventually unable to be repaired. On July 1,
  2022, the member emailed AAA requesting to return the battery for a refund due
  to the vehicle not being repairable. On July 6, 2022, a reply was emailed to
  the member that a fully functioning battery could not be refunded. The member emailed
  a reimbursement application on August 3, 2022, requesting a refund for the battery
  as it was no longer needed. A denial letter was sent to the member again noting
  that a fully functioning battery could not be refunded.
  
  Our
  director of Call Center Operations left voicemails for the member on August 28,
  2022, and September 1, 2022, and also emailed the member on September 1, 2022,
  noting that AAA batteries, once purchased, have a limited warranty. After the
  battery is installed in a vehicle, they cannot be returned but can be replaced
  within 36 months if the battery fails or is defective. However, as a goodwill
  gesture for the member’s more than 17 years of AAA membership in good standing,
  a check for $100.00 was offered.  The member replied via email on
  September 1, 2022, noting “I am more than thankful for your kind offer and I
  will accept the offer of $100.00 and thanks once again.”

• Initial Complaint

  Date:08/25/2022

  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.

  August 21st Sunday 8:30 p.m. made a phone call to roadside assistance 24 hours was told my vehicle was going to be towed by 10:30 waited almost past midnight they told me that a tow truck will be there in the morning that I wouldn't have to call or anything left me a message in in the morning at I had to make three phone calls to even find anybody to waste more time and they finally sent someone out before noon and they tried to send the wrong tow company after I explained them several times then every time they send that tow company they don't service me I've already had prior problems the same exact thing and I did not want to rejoin in the supervisor reassure me that this would not happen again and it was due to the pandemic and so on and so forth this is an ongoing problem every time I need a tow or I need a jump or I need a battery this has been about five different situations in the past year when I pay for a service

  Business Response

  Date: 09/02/2022

  Thank you for the opportunity to research the member’s roadside assistance experience of August 21, 2022. We extend our sincere apologies to the member for the issues that she encountered with her emergency roadside assistance request. 
  
  The member requested a tow from her home address to an automotive repair shop in proximity to her home. There are three streets in the Pittsburgh area with the same street name as the member’s home address.  After reviewing the calls between the member and the AAA call counselor, unfortunately, it was noted that the call counselor failed to obtain complete information from the member. When the call counselor informed the member of the garage that was being dispatched for service, the member immediately knew the information was not correct. The call had been assigned to a garage in another vicinity and not the vicinity where the member resided. The member attempted to provide more details, but the call counselor did not handle the request correctly. After several hours, the member was eventually told that no service could be provided that evening for a vehicle the size of her Ford Transit. The member requested to be called the next day.
  
  On August 22, 2022, we failed to contact the member in the early morning. She called again to request roadside assistance and arrangements were made for the correct location. Service was not provided until approximately 11:15 a.m. 
  
  The AAA East Central Call Center director has reviewed and addressed this situation with the call counselor to ensure the proper process of obtaining the members’ correct location information for every roadside assistance request handled.    
  
  On August 30, 2022, the member was contacted by Karen F****** of our Member Relations department to extend our apologies. Due to the unsatisfactory experience and manner in which the roadside assistance request was handled, the member was offered a check in the amount of $132, representing the membership dues already paid for the current membership year. The member was satisfied with this resolution. The check was requested on August 30, 2022, and should be received by the member in 7-10 business days. Ms. F****** also provided her direct phone number, ************* if the member has any further concerns. 
  
  

• Initial Complaint

  Date:08/13/2022

  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.

  I had AAA premier. I try to get my van towed the day before the expiration of the card. They called and said the tow truck driver was on the way. That was a lie. Then no one showed up at all. I waited around for nothing. Then the AAA calls and says I'm sorry no one was available to take your call and they were too busy. So then I say my card will expire the next day. They say oh there's a grace period of 30 days and you can still use your card. They said I will not have to pay for the towing service after my card expires for 30 days. I told them I was not going to sign up again for AAA because now I have no vehicle. So today I get a bill in the mail for $320.00 for a towing service fee. This company is doing shady business practices. If I have to get an attorney to fight this I will because this is not right!!!! Oh and the AAA never answers the phone. You could be waiting for 8 hours and then get hung up on.

  Business Response

  Date: 08/17/2022

  Thank you for the opportunity to
  research the member’s complaint. We extend our apologies to him for the issues
  experienced with his roadside assistance request and invoice received. Below is
  a summary of the events and the resolution that was discussed and accepted.
  
  He contacted AAA roadside assistance
  on July 25, 2022, requesting a tow. Hours after his request for roadside assistance,
  he was informed that the AAA independent contract station was unable to provide
  service due to driver limitations at that time in the area. As his vehicle was
  safely located at his residence, he was given the option of obtaining private
  towing service and submitting the charge for reimbursement by AAA or calling
  AAA roadside assistance the next day. He chose to call back on July 26, 2022.
  
  When he requested roadside assistance
  the next day, he was informed that his membership expired that same day;
  however, there was a 30-day grace period, and no charges would be incurred. Unfortunately,
  what was not communicated by the call counselor was that charges would not be
  incurred if he renewed his annual membership. He chose not to renew his
  membership at any time during the 30-day grace period. Therefore, an invoice
  was later generated in the amount of $320.00 for the 51-mile tow.
  
  On August
  16, 2022, an employee of our member relations team contacted him to extend our
  apologies. Due to not receiving roadside service on the date requested and
  being misinformed regarding the grace period, the service call has been waived and
  the tow charges have been removed from his account.
  
  He was thankful
  to be contacted and satisfied with the resolution.

  Customer Answer

  Date: 08/18/2022

  [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:07/20/2022

  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.

  I have been a AAA member for years, on April 14th I required a tow that was outside of AAA's service area, so I was told to find my own tow, pay for it myself, and was assured that I would be reimbursed when I submitted the proper paperwork. I paid $690 for my tow, I submitted the necessary paperwork by postal mail and email on April 26th, and have yet to receive any response, and have not been reimbursed. I have called the helpline multiple times, and have even twitter DM'd their helpbot with my membership number and details of my help request, which told me a week ago that I'd have a response, and I have not received any response from AAA.
  
  A google search reveals the American Automobile Association now brings in a billion dollars a year. Allowing their members to front costs that AAA has contractually agreed to cover, during a time of severe economic distress for Americans is unacceptable. $700 is nothing to this company, but missing that money for 3 months has been very stressful for me. I should be fully reimbursed and additionally compensated for the lateness and unprofessionalism of this 120 year old company. Any overdue balance of 3 months would certainly have additional fees/interest on a credit card, bank account, parking ticket, or any unpaid balance on a service rendered. Companies should not be held to lower expectations than their customers, and consumers deserve protections against unchecked corporate greed and theft. Power to the people.

  Business Response

  Date: 07/28/2022

  Thank you for the opportunity to research the member’s complaint. We extend our apologies to the member for the issues and lack of response that she experienced with submitting a reimbursement claim. 
  
  On July 21, 2022, after receiving the member’s complaint, we contacted ERS Administration, who handles all emergency roadside service reimbursements. They were unable to locate the documents and contacted the member that day to request the receipt and completed reimbursement form be submitted again. The lack of communication by ERS Administration has been reviewed and addressed by our management team to ensure this does not happen to another member.  
  
  The member was in the AAA Oregon/Idaho territory when requesting service for her vehicle that slid 20 feet off the road after encountering an icy patch. We contacted the private contract station who provided the extrication of the member’s vehicle, Roseburg Towing, for details of the service provided and to review the service costs relating to the reimbursement. 
  
  On July 26, 2022, Lisa C****** the director of ASD Call Center Operations contacted the member to also extend our apologies for the lack of communication from the ERS reimbursement team. Ms. ****** advised the member that a reimbursement check in the amount of $690.00 would be processed and should be received within 10 business days. The member was very appreciative of the resolution and was given Ms. C******* contact details if she has any additional concerns or questions.