ComplaintsforAAA Crofton Car Care Insurance Travel Center

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A diagnostic was run on my Jeep in early December at the AAA in Grambill, MD. They explained the catalytic converter and O2 sensors needed to be replaced. We took the car to have the catalytic converter replaced on Friday 12/16 at the AAA in Grambill, MD. Picked up the car the same day and drove it home. Didn't drive it again until Sunday 12/18 and noticed there was a leak coming from the car. On Monday 12/19 we took the car back to AAA, they said the mechanic working on the car was out and we should come back 9 am on Tuesday 12/20. On Tuesday 12/20 at 9 we arrived and they first said the mechanic wasn't there and then they said he was in the back working on a car. They said to come back at 3pm on Wednesday 12/21 (and leave the car overnight). I have tried to contact the manager at this location to figure out what the processes is to resolving this issue. He has not returned my voicemail or tried to contact us. We had another independent mechanic look at the car today and he said there's an oil leak. He's not sure how they would have missed it if they did run diagnostic or while they were replacing the catalytic converter. It's going to potentially cost us another $800 on top of the $2.2k we already spent. The lack of response and resolution from this location is frustrating and other customers should beware. What's the point of taking the car to a mechanic if they are just going to take your money and not fix your car (or better yet let you drive of in a car with a serious problem)?

  Business response

  02/03/2023

  Dear BBB of Delaware,

  Management contacted the member to bring the vehicle back in. Once we looked at it we found that there was a leak that was unrelated to repairs we did. Management told him that there was an oil leak that did not have anything to do with the catalytic converters, the member took the vehicle and left. The member was happy with the service.

  Sincerely, 

  AAA Member Experience 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2001 Ranger towed to AAA to fix the fuel pump 01/02/2022. The truck would not start ,( I had just filled the tank with gas) Weeks later, I called AAA to find out the statis of my truck. AAA said I owed $809.21. When I went to pick up my truck, AAA says the bill is $759.21 . I paid the bill in cash and AAA told me I needed to get gas. I was given the paperwork of the transaction after I paid the bill. I asked for the used fuel pump assembly and fuel pump relay, I'm told they no longer had the parts. I complained that I had left it with a full tank. When I went out to the truck I could see that the door handle was broken. AAA did not tell about the broken door handle. I went back inside and told AA to fix the door handle and fill the truck with gas. I was told by AAA they could not guarantee the color on the used part they when going the use, (what ever that means) I stopped by more than week later to pick up my truck. It has a used door handle and the gas gage reads Full. I drive the truck the 5 miles home. Later that week, I drive the truck to Southern MD to pick up equipment. I run out of gas on the way down. The gas gage reads Full. The gas gage worked before. A friend brings me a gallon of gas. After loading and then unloading equipment I go to the gas station to get gas. I try to put gas in the tank, the gas is draining out onto the ground under the tank. I return the truck to AAA to fix the gas gage and fuel leak. AAA call me and says I need to pay over $500. I'm not going to pay what should be done under repair warranty. I'm told to tow it away. I tried discuss this. (AAA said they made a phone Work Authorizion on 01/03/2022. This is not true. AAA has my address ***** ***** *** ** ***** ** ***** This is not my address. My address is *** ********** *****, ************, ** ****** AAA's work order date is 01/11/2022. AAA's has my Email Address: ************@gmail.com. I have no such Email Address. I do not have internet service, AAA will not text me.

  Business response

  03/21/2022

  Business Response /* (1000, 8, 2022/03/10) */ Contact Name and Title: Gaetano - Car Care Mngr Contact Phone: 410-774-9191 Contact Email: *****@aaamidatlantic.com Listing Events from beginning to end: Invoice #1: (Start Date: 12.29.2021 @ 15:34) * Customer towed vehicle in during snow storms for a "no start concern" * Technician replaced fuel pump and relay due to lack of pressure from fuel pump * Driver side door handle damaged due to extreme cold from the snow and weather (brittle plastic), as well as, the driver side door has settled (door hinge bushings and pin worn due to age of vehicle). Technician has to pull the driver side door from the upper right hand corner, while holding the door handle to the open position. * Door handle mounting bolt (on one side) had broken off and the door handle would hang from the remaining mounting bolt (End Date: 01.11.2022 @ 11:36) Invoice #2: (Start Date: 01.11.2022 @ 11:46) * Replaced door handle for customer satisfaction, customer does not agree that age of vehicle and weather was part of the cause for door handle breaking (End Date: 01.15.2022 @ 8:16) Invoice #3: (Start Date: 01.27.2022 @ 13:08) * Customer states that gasoline is leaking while adding fuel to the vehicle * Staff has informed customer that the fuel filler neck has rusted and is cracking / rotting due to age of vehicle and weather. * Estimate cost of about $500 for replacement of the fuel filler neck and hose. * Customer disagrees with age and weather as a cause of concern for this vehicle, stating that "my vehicle had never had this problem until now." Customer demanded coverage of fuel filler neck stating that our facility is responsible for repairs * Informed customer that age, rust, and weather is not a cause to point blame at any party and that replacement will begin with agreement of payment * Customer had become belligerent, uncompromising, and continual use of profanity to attempt to get his point across. * Informed customer to leave the premises if he continues to threaten and start bucking at staff as if he is attempting to get physical with staff. * Customer had left on 02.10.2022 @ 10:56, leaving the vehicle on the premises against private property order. Customer stated that vehicle will be left here until the vehicle has been corrected and that he will not cover repairs * Team had closed current repair order to document altercation and time of incident (Continuation of this concern...) (New Repair Order opened 03.02.2022 @ 21:17) * New repair order has opened due to lack of communication from customer. Customer had not responded back to staff and vehicle still currently on premises * Team called customer to state that vehicle needs to be removed from premises if he no longer wishes for service and for lack of communication. * Team has added "JB Weld" to the rusted / rotted hole (help seal the rusted hole from the fuel filler neck) to entice customer to pick vehicle up and end this matter * Customer continual denial and aggressive nature. * Staff has given final warning that if vehicle is picked up immediately, that we will not charge fees on adding a temporary repair to fuel filler neck and all storage fees (for vehicle parked on the premises without permission) will be eliminated to end this matter or police and legal will be called and notified. * Customer had a personal friend pick the vehicle up on 03.04.2022 @ 11:35. (End Date: 03.04.2022 @ 11:35) ...End of all repair orders and documentation * Notes: - Customer had vehicle towed in to premises under a different name and membership during initial diagnostic testing and did not inform staff. Complainant signed off on all repair orders agreeing that all information was correctly spelled and valid, but informed staff that information was wrong after threatening that the "BBB" was informed of the incidents. - I am unable to upload all repair orders of this matter due to personal and private information, but the attached photo will show the condition of the rusted fuel filler neck. The light gray coloring (blocking the rusted hole), is where the technician had added "JB Weld" to temporarily seal the rusted hole. - Lastly, technicians did not find any concerns with the gas gouge reading "full." Fuel pump sending unit sending correct voltage to fuel gauge and there are no concerns at the time. Customer was informed that gas had to be removed from the fuel tank to safely remove to install the fuel pump. Customer was informed that vehicle will need more gasoline before we started the repairs and after he had picked up the vehicle for repairs.

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