ComplaintsforAAA Western and Central New York

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 26 2022 AAA towing company towed my vehicle to one of their repair certified locations (*******). The tow truck driver advised me to leave the keys of the vehicle on the dash so that the AAA certified shop could find it since they were closed during holiday weekend. No mention of a drop box was made by the AAA tow truck driver he said it would be ok and to just call the shop when they open and let them know the key was inside the vehicle. When I contacted the shop they informed that that no key was present in the vehicle. Because the driver was the one who told me to leave the key in the vehicle and it is no longer there due to the negligent instructions provided by the driver I would like to hold the AAA towing company responsible and liable to pay for damages related to replacing the key. I contacted their claims department and they did not resolve my issue they said I would be contacted again in a week I have had no working vehicle for weeks I need this resolved asap therefore I am contacting the better business bureau to insure the company is held responsible for the misdirection and negligence that has left me without a vehicle.

  

  Business response

  01/12/2023

  Thank you for sharing our member’s concern about the key to his vehicle.  Upon receiving this complaint, our management team reached out to the member and made arrangements with a locksmith to replace the key.If you have any additional questions or concerns, please don’t hesitate to contact me directly.Sincerely,Katie G******* Assistant Manager of Member RelationsAAA Western & Central New York100 International DriveBuffalo, NY 14221

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At approx. 10p on Nov. 12th, my car got stuck with the left-rear tire suspended over a culvert in mud. I called AAA to tow my car so I could drive it home. A person from ********** arrived. Instead of pulling the car straight out, the way it got in, they put the car in park, winched around the front/back right tires, and pulled the car. This caused multiple large rocks to become wedged in between the wheel and the underside of the car. I told the driver he shouldn’t keep pulling with the rocks in there, and that we should take them out first, but he-without saying anything- went back to his truck and kept pulling. This caused the wheel to bend at an unnatural angle and did nothing for getting the car out of its position. A witness recommended jacking the car up and getting the rocks out. After doing so and hammering them out, the driver then continued to pull the car in the same position and the car got out. While driving home, my brakes did not work and I feared for my safety. I called in a claim to AAA and then to my insurance, who couldn’t help- stating that they did not cover damage caused by the tow driver. AAA sent Todd C****** to investigate and make a decision of fault. I had to call in to work, AAA refused to pay for my car to get towed to a mechanic so I had to pay out-of-pocket, and they wouldn’t pay for a rental. Initially, Mr. C****** assured me that the fault was with the tow. The management at ********** lied to Mr. C****** and told him repeatedly that the rocks were already stuck in my car when the driver arrived, which was not true. Mr. C******, along with his supervisor, refused to believe me over **********. They stated that they “value my membership” and “want to help” but would not and that it was my fault for having my car stuck on rocky terrain. I paid for the work to be done myself, since it took nearly a week for Mr. C****** to get back to me, only to be accused of lying. This disrespect and lack of professionalism is unacceptable.

  

  Business response

  11/22/2022

  Thank you for contacting AAA Western and Central New York regarding our member’s recent request for emergency roadside assistance request. We apologize that she was not completely satisfied with the service from our team. Upon reviewing our records, I found that our member requested service on November 12, 2022 for her 2014 *** ****.  When the service technician arrived, he found the member’s vehicle was stuck on a rocky embankment.  The vehicle was winched out to the road and a tow was not required. The service was provided by an independent contractor, not a AAA employee in a club-owned service vehicle.  While these matters are typically resolved between the member and the servicing facility, our business advisor opened an investigation upon learning of our member’s concern.  He visited the location of the incident, spoke with the service provider, and spoke with the member.  The service provider contends that the rocks were present before the vehicle was winched.   The driver could not safely jack the vehicle up to remove the rocks in its current location.  Once the vehicle was winched and on solid ground, he was able to remove the rocks.  However, the member indicates the rocks became wedged after the technician began to winch the vehicle.  When the damage investigation was complete, our business advisor could not attribute the damage to the service technician with any certainty, and as such, the servicing facility declined to reimburse the member for the damage.

  
  While AAA Western & Central New York was unable to secure evidence that the damage from the rocks was a result of the winch, AAA has agreed to reimburse the member for her repairs as a one-time gesture of goodwill. A check in the amount of $179.56 will be mailed to the address listed on the AAA membership account.
  
  Thank you again for contacting AAA regarding our member’s concern. If you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you.  
  

  Sincerely,
  
  Katie Gagliano
  Assistant Manager of Member Relations
  AAA Western & Central New York
  100 International Drive
  Buffalo, NY 14221
  Phone: 716-362-7777
  E-mail: [email protected]

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As AAA members since 2015 we have a AAA battery under warranty currently. We’ve had to make two separate service calls in the past week about the battery not working. Each time the AAA service provider came out and tested the battery before jumping the car, it was said that it was not a battery issue. I had the car towed to an auto mechanic who did their own test on the battery and said it was absolutely a battery issue. We are now being told that we will be charged for the service of AAA coming to yet again check the battery and or replace it under the warranty because we ran out of our allotted services. Even though it was miss diagnosed two SEPERATE times under our AAA membership.

  

  Business response

  11/23/2022

  Thank you for contacting AAA Western and Central New York regarding our member’s recent emergency roadside assistance requests. We apologize that she was not completely satisfied with the service from our team. Our records show the member contacted AAA Western & Central New York for service 5 times during the current membership year.  All of the calls were for a Black ***** ****. Below, I have provided a summary of each road service request, according to our records. August 22, 2022:   Locksmith services were requested and received. September 19, 2022:   A battery test revealed the battery needed to be charged, and tested again after it was recharged.  A copy of the battery test is attached. The battery was not replaced under warranty because the battery test revealed that the battery was discharged and could possibly be serviceable, a warranty exclusion.  November 9, 2022:   A battery test was performed and revealed that the battery was good and passed testing.  A jump start was provided.  Our records indicate the individual on site stated that vehicle is a secondary vehicle and is not driven much.  This is a common reason a good battery would fail to start multiple times.  Our service provider recommended to have it fully charged at a full service shop.  The battery was not replaced under warranty because the test results did not reveal a manufacturer defect. November 14, 2022:   Battery service was not available during the time of the request.  A jump start was provided to the member.November 17, 2022:   A complimentary courtesy call was provided to the member. The battery failed testing and the member was offered a battery at a discounted price, as allowed under her battery warranty. The service provider states that the member agreed to the discounted price, and the battery was installed.  Once installed, the member refused to pay for it, indicating that it was covered under warranty.  As such, the battery was removed and the old battery placed back in the vehicle.  There is no evidence to suggest that the battery tests were incorrect or the diagnosis was missed on September 19th, November 9th and November 14th.   Accordingly, each of those service requests counts as one of the member’s four free service calls for the membership year.  While the member had already reached her limit of four free service calls for the membership year on November 14th, a courtesy call was provided on November 17, 2022.  Under the terms of AAA membership, each member is allowed four free road service requests. After those four have been used, AAA may assist members in obtaining private service from AAA-approved contractors when available.  Keeping in mind the needs of the vast majority of our members, a reasonable limit of free calls must be enforced, as over usage of Emergency Roadside Assistance benefits would drive up membership rates. By enforcing this policy, we can ensure that AAA is affordable enough to maintain membership and always be there when our members need us.  As the member was already provided one complimentary courtesy call, and there is no evidence to suggest our service providers missed a proper diagnosis, AAA Western & Central New York respectfully declines to provide additional free service requests for the current membership year.   If the member would like to purchase a battery replacement from AAA Western & Central New York, she must pay our AAA member private service rate of $76.50 plus tax, along with the discounted cost of the battery. Alternatively, if the member opts to renew her AAA membership account upon her December 15, 2022 expiry date, she will receive four new free service requests for the upcoming membership year.Thank you again for sharing our member’s feedback with us. you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you. Sincerely, Katie G******* Assistant Manager of Member Relations AAA Western & Central New York

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with my car on 7/2/2022 in New Mexico. I called AAA as I have coverage through them. The person they sent came in a regular red truck, not a tow truck, and took a piece that was dragging off of my car and told me it was the muffler and I didn't need it and they couldn't put it back on. He proceeded to tell me not to let thr mechanics say he took the catalytic converter. Due to it being a holiday I had to stay in the nearest town which was 65 miles away for a few days. I took my car to a mechanic and he said the guy took my secondary catalytic converter. I called AAA to file a complaint and have been waiting for a resolution since and it is now 8/12/2022. AAA has been absolutely horrible about getting back to me regarding the issue. They never even offered trip interruption until the 3rd of 4th time I mentioned it did someone finally send me the paperwork. My case was assigned to an agent whose name was Debbie G*****. Who after me calling her because she only reached out to me once in a months time. She told me to not do anything until I hear back from her. She never called back. I left several messages and finally called the general AAA number only to be told my case was sent to a different agent. Terrible customer service. As I type this that other agent whose name is Scott is just as bad at communicating. He takes more than a week to reply and when he does he never answers my questions. He sent a text to me on Monday 8/8/2022 asking if my dad needed a call back. My dad called over a month ago and you're just now thinking of getting back to him? Absolutely disgusting. I have since reached out to Scott several times regarding my trip interruption claim and have yet to hear anything back. Absolutely disgusted by lack of communication from AAA this whole time and would never recommend them to anyone as if you have an issue they won't get back to you. Imagine if I was still waiting as Debbie told me to without any type of reimbursement from AAA.

  

  Business response

  08/16/2022

  Thank you for contacting us regarding our member’s recent request for emergency roadside assistance in New Mexico. We apologize she was not completely satisfied with her experience.While AAA membership covers our members anywhere throughout the U.S. and Canada, each AAA club in a particular region contracts with its own towing providers.  As such, upon learning of the member’s concern on July 5, 2022, our member relations team reached out to the servicing club, AAA New Mexico, to investigate the matter further.  Typically, our members will hear from our member relations team within 3 business days.  Unfortunately, it wasn’t until July 14th that our representative from AAA New Mexico first spoke to the member about her concern. I apologize that neither AAA New Mexico nor AAA Western & Central New York reached out to the member sooner, but I assure our member and the Better Business Bureau that our team was working diligently behind the scenes.  Nonetheless,  this is not the service our members expect and I have shared her concerns with the appropriate management teams for proper follow up with all involved.According to our records, the member called for service on July 2, 2022 in Cedarvale, NM.  The AAA contracted service provider found that the pre-muffler was corroded and was falling off, so he removed it and offered to leave it with the member.  The contracted service provider indicated that the member declined, so he retained the pre-muffler – the service provider advised AAA that the member’s response was that the part was junk and she had no need for it. Our records indicate that the member subsequently went to AAA Exhaust and Muffler, a repair facility that is not AAA approved.  The facility advised the member that the AAA contracted service provider stole the member’s catalytic converter.  The repair facility also installed a straight exhaust pipe on her vehicle.  Subsequently, on July 5, 2022, the member contacted AAA Western & Central New York to express her concerns. The member also filed a police report with the Torrance County Sheriff’s Department indicating that the catalytic converter had been stolen by the technician who provided service to the member on 7/2/22.AAA’s first attempt to resolve the matter was on July 14, 2022. Specifically, our representative from AAA New Mexico contacted the member to advise that the contracted service provider confirmed that he did not take the catalytic converter, but rather the muffler.  Our representative reports that the member was insistent that the part was the catalytic converter.  As our AAA representative was able to retrieve the removed part in question, he attempted to resolve the complaint a second time by obtaining another opinion from a AAA Approved Repair facility located in Albuquerque, NM.   Our representative contacted the member on July 15th and advised that it was confirmed by our AAA Approved Auto Repair facility that the part was indeed the muffler.  He shared a copy of the schematic of the exhaust system to show where the catalytic converter is supposed to be, along with the attached photo of the part in question.  The member confirmed that part was indeed the one removed, but remained unconvinced that the catalytic converter was not stolen. Our representative offered to return the part via overnight mail at no cost, but the member declined.  As a third attempt to resolve the complaint, our representative at AAA New Mexico scheduled a complimentary inspection at a AAA Approved Auto Repair facility in Flagstaff, AZ, where the member was located at the time.  The member agreed to visit the station and have her vehicle inspected to see if her catalytic converter was missing or was still intact on the vehicle. As our representative from AAA New Mexico did not hear from the member after her scheduled appointment, he attempted to follow up with her on three separate occasions – Monday, July 18, Wednesday, July 20 and Friday, July 22. The representative was unable to speak with the member or leave a voicemail as the mailbox was full. The member contacted AAA Western & Central New York on Friday, July 22nd for an update.  The very next week, upon learning that the member did not visit the AAA Approved Auto Repair facility in Flagstaff as scheduled, our AAA Western & Central New York Business Advisor worked with the member and AAA New Mexico to make another appointment at a AAA Approved Auto Repair facility in San Diego on August 10th.  The vehicle was inspected and the AAA Approved Auto Repair facility confirmed that the catalytic converters were intact and not stolen.  The AAA Approved Auto Repair facility also confirmed that the straight pipe repair provided to the member was sufficient for the vehicle and all smog tests in California.  Upon learning the results of the inspection, our Business Advisor made his fourth and final attempt to resolve the member’s concern on August 12th.  They discussed the results of the inspection and she was advised that the claim of theft is unfounded and AAA Western & Central New York will not be providing reimbursement for the repair. In addition, our Business Advisor explained that the member is not eligible for Trip Interruption benefits.  Specifically, as per the terms and conditions of membership available on AAA.com/terms,  Trip Interruption Protection begins 7 days after Plus or Premier enrollment or upgrade and pre-existing breakdowns are not eligible for Trip Interruption Protection.   As the member upgraded to the Plus level on July 2, 2022, the same day as her breakdown, she was not yet eligible for Trip Interruption Protection as outlined in the Terms & Conditions of membership described above.Ms. ********, thank you again for sharing our member’s feedback. While I regret the initial delay in contacting our member, our records show that the teams in both New Mexico and Western & Central New York made four attempts to resolve the member’s complaint between July 14th and August 12th.  Unfortunately, the member remained unconvinced of our findings each time, requiring our teams to provide additional evidence that the catalytic converter was not stolen.  Nonetheless, we recognize that our initial response to the member was delayed.  As such,  as a gesture of goodwill, I have issued a full refund of her membership dues.  Her membership remains active through her original expiry date of April 30, 2023 at which time she can opt to renew or cancel. As the member was not eligible for Trip Interruption Protection at the time of the incident, however, AAA respectfully declines to provide reimbursement for her hotel and rental car expenses.If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely,Katie G*******Assistant Manager of Member RelationsAAA Western & Central New York100 International DriveBuffalo, NY 14221Phone: ###-###-####E-mail: *******************

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/24/22 I called AAA ( 12:44 pm) and requested a tow truck because my car would not start. I told the rep. (#1) that it started ok all morning but when I drove it in the afternoon it was running rough, then it stalled and would not restart. I specifically asked for a tow truck and we discussed where I wanted it towed to. After waiting 2 ½ hours a service vehicle arrived around 3:40 pm, but it was not a tow truck, it was only a guy with a portable jump starter. He tried that but needless to say it did not work. I informed him I had asked for a tow and he was surprised that they sent him instead of a tow truck, and a request for a tow truck had also been started by the rep. (#1) and I was on the list. I waited for about another 90 minutes (now it was around 5pm) and called back for a status update. I explained that my car would not start, I had no heat, and it was a cold day (about 20 degrees). I said why I did not want to abandon my car and leave the keys inside it because: it was stalled in a driveway of a business (unoccupied self-serv car wash) and I was afraid the business might have it ticketed and towed; and if I left it open with the keys in it the battery, catalytic converter, etc. could be stolen. This rep. (#2) said she would try to speak with a dispatcher to get me a tow. I waited about another 120 minutes and called back again, it was now about 7pm. I told that rep. (#3) that up to then I had been waiting about six hours for a tow, with no heat. He put me on hold and when he got back said he was able to "assign me a driver", but there was one tow ahead of me. I waited another 75 minutes and called again. It was now about 8:45pm and I asked to speak with a supervisor. I told this rep. (#4) the story and that I was still waiting for a tow after 7 and 1/2 hours. He said the next available tow truck would be sent. The tow truck did not arrive until about 9:50 pm. In total I had to wait NINE hours for a tow.

  

  Business response

  02/04/2022

  February 4, 2022
  Re: Case ID# ********
  Dear Ms. *********
  Thank you for contacting AAA Western and Central New York regarding our member’s recent request for Emergency Roadside Assistance. I am sorry to hear that we could not provide emergency road service to our member in a timely manner. With safety as a top priority, it is, and always has been, our goal to provide first-class road service as quickly as possible.
  Upon reviewing the member’s service request, I found that his request for service was placed at 1:08 p.m. and was initially triaged incorrectly.  As such, a light service vehicle, rather than a tow truck, responded to the member’s service request.  Unfortunately, this error resulted in an additional delay for the towing service required.  AAA associates are obliged to demonstrate a high level of professionalism and to assist each member to the best of their ability. I am sorry to find that our member was not provided this same expert service.  Please be assured that our Member Contact Center management team has followed up internally with the associate involved, helping ensure that this type of incident is not repeated.
  At 3:46 p.m. an updated request for a tow was placed. Unfortunately, however, the severe winter weather made it difficult for AAA to respond with the timely service for which AAA is known.  We recognize the inconvenience that comes with car trouble, and we apologize for the lengthy wait time that our member endured. The member’s experience does not reflect the prompt, high quality service that he expects from AAA, and we can understand his disappointment.   Please be assured that this emergency road service request will not count against the member’s four allowable free service calls during the membership year. In addition, to help rectify the situation, I have provided a complimentary four month extension to his AAA membership account.  A membership card featuring his new expiry date will arrive via postal mail within 10 business days.
  Ms. ********,  thank you again for sharing our member’s feedback.  I hope that my efforts can make amends for this situation. If you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you. We appreciate our member’s membership with AAA Western and Central New York and we look forward to serving his needs in the future.
  
  Sincerely,
  Katie G*******
  Member Relations Supervisor
  AAA Western & Central New York
  100 International Drive
  Buffalo, NY 14221
  ************ **** ****
  kg*******@nyaaa.com
  
  

  Customer response

  02/10/2022

  My original complaint states all the reasons why my experience was so bad. AAA's attempts to make up for this does not change the fact that I had to wait nine hours for a tow truck.  To summarize the timeline: On 1/24/22 I called AAA ( 12:44 pm) and requested a tow truck because my car would not start. I told the rep. (#1) that it started ok all morning but when I drove it in the afternoon it was running rough, then it stalled and would not restart. I specifically asked for a tow truck and we discussed where I wanted it towed to. I had been on hold for awhile so by the time I got a text from AAA that my service request was put in it was 1:09pm. After waiting 2 ½ hours a service vehicle arrived around 3:40 pm, but it was not a tow truck, it was only a guy with a portable jump starter. He tried that but needless to say it did not work. At this point is seems like I was put at the bottom of the list for a tow, because every time I called back and entered my membership# to check on the status, the automated system said my service request started at 3:40 pm, not at the real time of the request (1:09pm).  I waited for about another 90 minutes (now it was around 5pm) and called back for a status update.  This rep. (#2) said she would try to speak with a dispatcher to get me a tow. I waited about another 120 minutes and called back again, it was now about 7pm.  I waited another 75 minutes and called again. It was now about 8:45pm and I asked to speak with a supervisor. I told this rep. (#4) the story and that I was still waiting for a tow after 7 and 1/2 hours. He said the next available tow truck would be sent. The tow truck did not arrive until about 9:50 pm. In total I had to wait NINE hours (from when my first call began) for a tow. Nothing AAA offers to me now helps me with the nine hours I spent in an unheated car waiting for a tow. So even allowing for the "mis-triaged" service request -- I had to wait an additional five hours after it took two and a half hours for their pickup truck to arrive.  The day that this all happened was a typical day in January in Buffalo. If AAA does not have enough road service drivers they should sub-contract the work out to other companies. 
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This past April my friend(**** ******) and I booked a trip to TN as long term AAA users. We were sold on the room having 2 queen beds and a sitting area. When we arrived after a long day of traveling, our family met us at the hotel to check us in. The hotel "didn't have our room" since AAA sometimes overbooked we were told. They had a one bedroom available, which is not what we booked. Due to health and medical issues we really need it own bed. After back and forth we settled on an extra mattress on a pullout couch so we could get some rest. Our family met is at the hotel and the hotel told AAA we were all trying to sleep in the hotel, family included which wasn't true. Check the camera footage the family never went in the room! We immediately took up our issue with AAA who pointed the finger at southwest vacations. We were asking to be reimbursed for the difference in the room we paid for vs what we got. Since OCTOBER we have had 1 update via email and have since been trying room reach Tana at the AAA office with no success. This is poor customer service and absolutely ridiculous. We travel frequently and will NEVER use this service again. We have already told everyone about the lack of communication and poor service. We are hoping for assisance to get through to someone. This is the longest back and forth I have ever had in all my years, being my whole career is in customer service, AAA should be ashamed! A little follow up wouldn't kill anyone.

  

  Business response

  01/14/2022

  January 14, 2022
  
  Re: Case ID #********
  
  Dear Ms. ********, 
  

  Thank you for taking the time to contact AAA Western & Central New York regarding our member’s hotel stay. Please accept our sincere apologies that our member did not receive the experience she expects from a vacation booked by AAA Western & Central New York. 
  
  In June 2021, our member booked a vacation package through one of our AAA agents.  The package, booked through a vendor, included air, hotel, and car.  As per the attached confirmation, you can see that the member’s package included a studio with 2 queen beds.  Upon arrival, the member learned that the hotel did not have the reserved room available.  While the member notes that the hotel explained that “AAA sometimes overbooked,”  it’s important to note that AAA travel agents cannot book a room that is not made available by the vendor.
  
  Upon learning of the matter, our travel agency contacted the hotel on behalf of the member.  The hotel advised that they offered an equivalent for two individuals- a room with one queen bed.  AAA disagreed that a room with one queen bed was a fair equivalent and advocated on behalf of the member.  Unfortunately, however, the hotel did not offer an alternative.  Our travel agency subsequently filed a complaint with the booking vendor.   Despite multiple written and verbal requests for an update, the vendor has not updated AAA Western & Central New York with the status of the member’s complaint.
  
  We hold our travel partners and vendors to a high standard of professionalism and oblige them to place our customer care as their highest priority. We regret that the vendor has not yet provided a resolution to the member’s complaint and extend our sincere apologies that our travel agency did not provide regular and timely updates to the member.  Accordingly, AAA Western & Central New York will refund the member the difference in price between the room booked and the room the member received.  While the package does not itemize the cost of the room, our travel agency obtained a current estimate for both room types during the same dates in 2022 (attached for your reference).  As you can see, the difference between room types is $20.20 for all four nights.  In addition to a check in the amount of $20.20, AAA has also mailed a $50 AAA gift card to the member as a gesture of goodwill.  The gift card can be used for AAA membership, items in our travel store, or vacation packages.
  
  Ms. ********, thank you again for sharing our member’s concern. We apologize for her experience and hope we were able to rectify the matter to the extent possible. If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you.
  
  Sincerely,
  
  Katie G*******
  Member Relations Supervisor
  AAA Western & Central New York
  100 International Drive
  Buffalo, NY 14221
  716-633-9860 ext. ****
  [email protected]
  

  Customer response

  01/14/2022

  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

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested tow on 10/23/21 for my truck I share with my boyfriend which was requested on the app as told by their phone line. In the service notes it stated that lower left ball joint was removed. This information should have been known to the tow truck driver as it was given to AAA in a note section. I just knew that I needed to be present as it is my membership. ****** was not present as the tow truck took so long to get there that he had to leave for work in my car. The tow truck arrived and the driver instructed me to pull the truck out of the driveway and I attempted to do so. I was unaware that this was not supposed to happen and that the tow truck driver was supposed to have a "dolly" to move the vehicle. I heard a loud noise and the driver side of the vehicle dropped. I was not harmed in any way and the truck was being supported by the tire that had turned sideways but still vertical. As the driver did not have the correct equipment and could not get into the driveway he left with our vehicle horizontal in the middle of the street saying he had called another truck. This truck never came and we were forced to call a local company not through AAA who came with the correct equipment and loaded the truck without damaging it. Due to the length of this. The time at which the appointment the ball joint was supposed to be replaced was missed and ****** was forced to spend money on a rental call as we both work and go to college full time. Resulting damages were around $3800 for repairs and $600 for rental car to be able to go to school because truck had to sit in shop for much longer.

  

  Business response

  12/22/2021

  December 22, 2021 Dear Ms. ********, AAA Western & Central New York was unable to identify a member with the name "****** *******."  In order to investigate and respond to the complainant's concern, we respectfully request that the complainant provide the name and membership number used to request AAA emergency roadside assistance. Sincerely,Katie G*******Member Relations SupervisorAAA Western & Central New York100 International DriveBuffalo, NY 1422###-###-####, ext. ***********************

  Customer response

  01/03/2022

  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. Please review the lower control arm damage due to over extension, it pulled bushings out which resulted in replacement of part. Labour and parts will add $769.39 to the additional CV axle replacement and labour. THERE WAS NO PRIOR DAMAGE ON PART only thing that required tow was a snap ring that retained lower ball joint. Regards, ****** *******

  

  Business response

  01/07/2022

  January 7, 2022Re: Case ID# ********Dear Ms. ********,Thank you for sharing the member’s response.  As per the member’s request, our Manager of Emergency Road Service Operations, in consultation our Approved Auto Repair Business Advisor, reviewed the Left Lower Control Arm repair listed as $451.99 on the receipt shared previously.  I am unable to identify any repair listed on the receipt for the total of $769.39 mentioned in the member’s response.Our roadside team notes that if the control arm was damaged by overextension, it would cause damage to the bushings, the mounting hardware, and the vehicle’s camber would have been off.  While the repair receipt lists damage to the bushings, it does not detail any damage to the mounting hardware or problems with the camber.  As such, our team is unable to conclude that the damage to the control arm bushings described in the receipt was a result of overextension rather than standard wear and tear. Accordingly, AAA respectfully declines to provide reimbursement for the Left Lower Control Arm repair in the amount of $451.99.If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely,Katie G*******Member Relations SupervisorAAA Western & Central New York100 International DriveBuffalo, NY 1422###-###-####kg*******@nyaaa.com

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