Complaints

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

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  AAA North Penn

  1125 N Washington Ave Scranton, PA 18509-2719

• 

  AAA North Penn

  208 W Tioga St Tunkhannock, PA 18657-1464

• 

  AAA North Penn

  18 S Main St Carbondale, PA 18407-2329

• 

  AAA North Penn

  1 E 6th Ave P O Box 5100 Williamsport, PA 17702-7669

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  AAA North Penn

  9 Charleston St Wellsboro, PA 16901-1603

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:07/12/2023

  Type:Sales and Advertising 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 was sent an advertisement by AAA NorthPenn about activating my membership. The add among many other promises reads "FREE tows for any car" and "That's right - did you know a typical tow can easily cost $100 or more? But it won't cost you a penny if you activate your Membership, because we'll pay it for you.". Because of these promises I activated my membership. On 7/5/2023 I had my car towed by ***** ***** Service in Bethany beach DE (arranged by AAA). However, they would not tow it unless I paid $55. They said that I only had a basic membership so AAA only paid for 3 miles. I called AAA North Penn when I got home and they told me the same thing. When I told them that the add never mentioned anything about level of membership but specifically said that if I joined a tow would not cost me a penny they hung up on me. This is deceptive advertising and they lied to me to get me to join. I wish that they reimburse me the $55 tow fee.

  Business Response

  Date: 07/20/2023

  To Whom It May Concern,
  
  The direct mail sample submitted by *** ******* only includes one page of the full mailing.  There are two double sided letters in this mailing that includes additional text regarding the tow miles.  I have uploaded and highlighted the page that states "FREE unlimited distance towing to responding Club-approved facility or any destination you choose up to 3 miles".   Please let us know if additional information is needed.
  
  Vice President Brand & Membership

  Customer Answer

  Date: 07/29/2023

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

  That is very deceptive. Why would the the AAA agent give me non-approved AAA facilities. I can look up any old garage and call them myself. I am expecting the AAA agent to give me approved facilities. At the very least tell me that they are not approved and that AAA is not going to pay what they make you believe with their deceptive advertising.
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/07/2023

  To Whom It May Concern,
  

  Our original response was focused on the complaint directed towards our direct mailer mailed to *** *******. As noted in the original response, the direct mailer states "Free unlimited distance towing to responding Club-approved facility or any destination you choose up to 3 miles."
  

  Based on the location of the service call (Bethany Beach, DE) the call would have been serviced by that local club (AAA Club Alliance) since all roadservice calls are directed to the local club based on the breakdown location.  Therefore, we cannot respond but apologize on behalf of that club for not providing a non AAA approved facilities. We do not have details on that conversation to provide more feedback.

• Initial Complaint

  Date:04/19/2023

  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.

  To start out, I'm a triple A premier member. On Friday April 14th, I drove from Gouldsboro PA, to Syracuse NY for a concert. It was 90 degrees out. On my way, I ran into traffic twice, & my vehicle started overheating. It was to the point where my engine coolant was boiling over, & hitting my engine. I somehow made it to the concert, & after it was over around 11:15pm, my nightmare begins. I didn't want to drive the vehicle over 150 miles home, because I could have blown my engine. I tried for well over an hr to call triple a. When I finally got through to talk to a human, the lady told me she had no drivers that would be able to tow my vehicle 154 miles, & that I might have to wait until Monday or Tuesday. I was stuck in a parking lot, in Syracuse New York. I had to sleep in my ****. Even though when I purchased my triple a membership, I was told that no matter what time, they will tow me up to 200 miles. I slept in my vehicle, in a parking lot until 7:15 am the next morning. I later find out they are supposed to pay for a hotel. I then proceeded to try to call triple a again. After another hr, I finally got through to a human. They said they had a tow truck coming to pick me up, & that he would be there in an hr & a half. I said great, can they take me home as well? They told me yes. I waited over 4 hrs for the tow truck to finally arrive, & when he did, he said he couldn't take me with my vehicle. I was on my own to find my own way home. On triple a's website, they guarantee a free 2 day rental car with a tow over 100 miles. I tried calling triple a for the next 5 hrs, with absolutely zero help. I would get on the line with a person, they would transfer me to another department. It would ring, & ring, & ring. They would eventually answer, & hang up. Then had to try all over again. After over 75 phone calls, I finally gave up, & booked myself an **** that I had to pay $150 for plus tip the guy $98 just to get him to take me all the way home.

  Business Response

  Date: 05/08/2023

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

  I contacted the local AAA club in Syracuse that serviced his call that night and they stated that he had placed a call digitally on the AAA  app at 12:55AM.  The dispatcher called *** ***** to advise him that they could not do a 150 mile tow at that time and then *** ***** hung up on the dispatcher.  I am assuming the the dispatcher didn't get a chance to tell *** ***** his options before the call was disconnected.   *** ***** did place another call at 9:06AM on April 15 and they did have to find a provider to handle a long distance tow.  The provider was 40 miles away from *** ***** and arrived on scene 2 hours and 38 minutes later.  There was a comment by the dispatcher that *** ***** will wait for the tow provider to arrive and then will get an **** home.  *** ***** called AAA back and told him he could not get a ride and needed to ride with the tow provider.  At 11:18AM, *** ***** was advised that there was no room in the tow truck and would have to find a ride home. We do apologize for the inconvenience he encountered that night.
  
  We will send *** ***** a check for the cost of the **** and the tip he paid that day.

• Initial Complaint

  Date:10/10/2022

  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.

  Customer service was horrible, at AAA *** ******** ** Scranton pa ***** I felt so offend and upset because guest service gave me a rule to follow which was to have ID and member ID ready to give tow guy and I have to be present. Tow guys never asked for this information and I had to leave 3hrs from work to meet the tow guy who never requested this information he said they don’t need that just my keys in my car. I called them back feeling disappointed because Donna and Marie from this location in the roadside department said and argued with me for 30 minutes about the fact that they shouldn’t pay for the service if I’m not going to be present and I’m a new member and don’t know anything. then another agent said well if that’s how the tow guys does it then that’s fine. I’m so confused about this company policies that its not being enforced even by them and no apologies no nothing. Just arguing with me and not understand my stress between the company. Please I need help I lost hours at work for this situation and I want my money back and to cancel the service thank you horrible service and customer service.

  Business Response

  Date: 11/01/2022

  We apologize for your recent roadside assistance experience.  Our policy as noted in the Member Handbook on page 11 under “How to Obtain Emergency Road Service” states “Please refer to the information printed on your membership card, Go to AAA.com and click on the Road Service Online link, or request from the AAA Mobile App. (When calling 800-AAA-HELP (800-222- 4357), your location may be obtained to route your call to the nearest AAA Roadside Assistance Center). Wait with your vehicle, after placing the call, or at a place where you can see it. For your protection, AAA service is not provided unless you are with your vehicle. In extenuating circumstances, an exception may be made if prior arrangements have been made with the Club. 
  AAA did speak to the servicing facility who was going to make an exception for the member to be with the vehicle due to the long wait time however when they arrived at **** ****, breakdown location, the keys were not present to tow the vehicle.  As a result, AAA had to dispatch another service call to the **** **** location.
  Per members request we will cancel the membership and send a refund.
  

• Initial Complaint

  Date:08/27/2022

  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.

  My husband and I are currently AAA members. (I have cancelled that membership and was informed that we still have services until September 30, 2022.) On two separate occasions now, we have called for a tow truck and both times have been told that no one is available and to try back the next morning. The most recent time, being August 8, 2022. I had to pay out of pocket and find my own tow for my vehicle. I submitted the receipt to AAA in the amount of $160. I contacted their office to inquire about when I would be reimbursed. The woman on the phone said they did not even have my correspondence and asked if I even sent it to the correct address. Only after I informed her that I sent it Certified Mail and have a signature return receipt, was it miraculously found "underneath" something in the office. She then informed me that I would receive reimbursement within the next 3-5 days. I received a check in the mail today for $112. My tow was $160. What is the point of being a member if both times i have needed help I have been told there is no help and I can try back the next day? And when FORCED to get my own tow, they will not even reimburse me the entire amount? I want the full $160 that I paid for the tow and I want my membership dues refunded back to me since I paid for something and received absolutely zero services when requested.

  Business Response

  Date: 08/31/2022

  Dear ***************,

  First, I would like to apologize again for not being able to provide towing services when needed.  There are 3 service calls under your membership.  There was a successful tow completed on April 2, 2022, however for the other 2 we had difficulties finding available drivers in your breakdown locations.  We are still experiencing a shortage of facilities and drivers within our network and are doing our best to assist facilities in finding employees. 

  As for the reimbursement, your approved reimbursement total was $112.00.  As a Basic member you qualify for up to 3 miles of free towing, anything after the 3 miles is an additional member fee.  Your tow was 11 miles (8 miles x $6.00 (per mile fee)) which totaled $48.  The $48 fee gets deducted from the $160 bill.  

  We apologize that we cannot do more for you at this time.  

  AAA North Penn 

  Business Response

  Date: 10/25/2022

  *************** was reimbursed $112.00 which is the full amount that she was eligible for based on the last service call.  The ***** household had a Basic level of membership which means they qualified for up to 3 miles of free towing, anything over the 3 miles is paid for by the member.  The service call in question was 8 miles over the first 3 free miles they were eligible for. The standard rate of $6.00 was used to multiply the 8-mile overage totaling $48, which was deducted from the total bill of $160.00. 
  

  Customer Answer

  Date: 11/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I did not receive compensation for my tow, which I paid out of pocket $160.  I spoke yo a woman in the office on two separate occasions and she even asked me what the total was and gave me the information where to send it.  She never once mentioned that I would not receive the full amount back.  I marked your check returned to sender and sent it back to you so you could send me the correct amount.  I am also insulted by the fact that you seem to think it is ok that you were not able to provide me ******* on two occasions and justify that by saying I got my membership at a discount.  Discount or not does not justify your incompetence and failure to inform your members of your reimbursement policies.
  

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

• Initial Complaint

  Date:08/01/2022

  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.

  My husband was stuck in Kersey PA July 1st, 2022 with vehicle malfunction. North Penn said there was noone available to come pick my husbands vehicle up. He asked for ************ in Coudersport, PA who is a confirmed member of AAA to come get us and they said they were not a member. He was told to call a private company for tow after 2-3 hours and file for full refund. We verified with ************ the next day they were indeed a driver for AAA and they were available for that tow. i drove out in the middle of the night in a storm and with long covid issues to pick up my husband.I called North Penn the next day for assistance in filing reimbursement form and they said to file a reimbursement for a full refund for what i paid which was $250. WE submitted and today we received a check for $60. When calling we were told we only receive what the AAA driver would be paid and that is what the supervisor told her to pay. We were lied to twice (when calling for service that ************ was not a driver for AAA and that we would receive a full reimbursement for the tow. I pay for a service and expect not to be lied to and to receive that service. This will be my final subscription with the untruthful company.

  Business Response

  Date: 08/02/2022

  Dear **** ********,
  We are sorry to hear about your recent Emergency Roadside Assistance experience. In further researching it was determined that your husband's call was serviced by Club ***, AAA East Central, based on the location of Kersey, PA. We do not have a service call for your husband in our system (Club ***) which means the entire call was handled by Club ***.  Each club has its own servicing territory and affiliated tow providers.  We apologize for any confusion but *********** Motors in Coudersport, PA is not affiliated with Club ***.  Therefore stating that Club *** was not affiliated with ************ was a true statement.   Reimbursements are calculated based on the type of call and tow distance.  The $60 reimbursement was based on the number of miles towed.

  Sincerely, 

  AAA North Penn

  Customer Answer

  Date: 08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  AAA stated "************ is not AAA."  NOTHING about being affiliated with a different club or not in their area  It is misleading and untruthful no matter what. I understand it wasn’t this club, but why can’t they work with or call other clubs if no one can be found to help the consumer?  I never had a problem in the 23 years I Have been a member and now I am paying almost $200 to be told sorry no one can help you but you paid our fee and now you got to pay their fee also and only get a tiny amount back.  You can consider this resolved but I AM VERY DISAPPOINTED AND UPSET AND this is very disheartening that customer service and took a nose dive. I will consider myself reimbursed when I don’t renew my membership.
  

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