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

  
• 

  AAA East Central

  1169 Wayne Ave Indiana, PA 15701-3549

  
• 

  AAA East Central

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

  
• 

  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:01/07/2025

  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.

  AAA is requiring you to have a AAA Card Membership in order to access your Insurance information. I can not access any of my current car insurance, make any changes, or renew my contract online. They force you to sign up for the Membership AS WELL AS the insurance in order for you to use your online or app account. Forcing customers to buy a membership so they can access a different service should be illegal.

  Business Response

  Date: 01/06/2025

  HI

  The zip code you provided is out of ************. Please contact the ***************** at ************ as membership is by state. Requirements for insurance are different by state, and you have reached out to the Tennessee club.

  Thank you

   

  Business Response

  Date: 01/13/2025

  Thank you for the opportunity to respond to the consumers complaint regarding *** membership and *** insurance.
  
  Having a *** auto and/or home insurance policy does not require the person to be enrolled in *** membership. If they do not have a *** membership, they are able to pay their insurance, get proof of insurance, and file an auto claim on AAA East Centrals website (see attachment). If they need to make changes or have inquiries regarding their insurance, they will need to phone ************** or visit one of AAA East Centrals branch offices.
  

  A membership is required to utilize the full services of the *** app.

  An email was sent to the consumer on January 7, 2025, noting this information.

• Initial Complaint

  Date:12/23/2024

  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 received a letter dated April 25, 2024 stating there was improper use of my emergency roadside service and that my membership would be revoked on 5/23/24. I mailed an appeal letter on 5/15/24, and on 6/3/24 received a letter that it would take 90 days and then they would have a decision and I would be notified in writing. Today is 12/23/24 and I have not received anything in writing nor have I received a prorated refund of my premium. I would like a letter in simple ******** term explaining why my membership was revoked and a refund of the $106.75 credit on my account PLUS INTEREST.

  Business Response

  Date: 12/31/2024

  AAA East Central has received the appeal letters. The ************* will be mailing a notice of hearing date to Ms. ******* shortly, at which time she will be given the opportunity to present testimony in their defense.

  Customer Answer

  Date: 01/03/2025

  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.
  
  I'm not on trial and therefore forego presenting testimony in my defense. I demand a clear letter explaining why the membership was revoked.

  I want my payment returned with interest due to your delay.

  It's certainly coincidental how after a complaint was filed now suddenly there's a letter to me in the mail.

  When will any of the members under the account be eligible for AAA service. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/16/2025

  The first appeal letter from Ms. ******* was received after the due date which prompted the system to cancel the membership.The  refund of $106.75 was issued on January 3, 2024, which should be received by Ms. ******* within ***** days from this date.
  
  Per AAA Bylaws, a hearing to appeal the cancellation is provided, if requested. The notice of hearing letter has not yet been sent. If Ms. ******* still wishes to go forward with a hearing, please respond to this communication. Otherwise, the cancellation will remain in effect.

  Customer Answer

  Date: 01/20/2025

  [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 if AAA provides detailed information on what I'm being accused of since I don't even know what I'm appealing!
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:11/05/2024

  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.

  September 26th 2024 is when I called AAA Northeast to file the accident claim. ***** was assigned to me that day as my claim service representative. Everything else is below in pictures, if I find or you need more, let me know.

  Business Response

  Date: 11/01/2024

  We write in reply to this concern. We have forward this to ***** club to follow up with the member. 

  Business Response

  Date: 11/06/2024

  I am writing in response to your request for assistance from the Better Business Bureau, 
  wherein you express concern about your claim. Your inquiry was forwarded to me for 
  review and response as it falls within my area of responsibility. 

  
  Your claim was reported to us September 26th and Claims Service Representative Keith 
  Newcomer contacted you to review the facts of loss and coverage on your policy. He 
  arranged for the inspection of your vehicle on September 30th and Priority Claims 
  (appraisal service) was dispatched for assignment on October 1st
   
  You then contacted Mr. ******** on October 18th letting him know your vehicle had 
  not yet been inspected. He put through a request to reassign the inspection. 

  
  On October 22nd, the ***************** assigned the inspection to an appraiser from 
  ************* as your vehicle was at ************* in *********, **. You were 
  contacted by the ***************** on October 25th. As of October 31st, Mr. 
  Newcomer contacted the coordinator for our Northeast Region to try to verify a date that 
  your vehicle would be inspected, he had to leave a voicemail. On November 4th, he 
  verified that the appraiser who will inspect your vehicle has been assigned. 

  
  I sincerely apologize for the delay in the inspection of your vehicle and for not meeting 
  our mutual customer ********************** expectations. The inspection delays certainly are not what 
  we would expect or consider reasonable. Your patience and understanding are very 
  much appreciated. Please know that the local Claims Manager ****** ***** will 
  continue to monitor the situation and provide you with updates. 

  
  I would like to thank you for your two years of insurance with the Interinsurance 
  Exchange of the *************** and apologize for the inconvenience and frustration 
  that this matter has caused you. Ms. ***** can be reached at ************ or **********************************************. 

  Sincerely, 

  
  ***** Wittal 
  Group Manager, Insurance Claims 

  Customer Answer

  Date: 11/06/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:10/18/2024

  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.

  We booked a trip with *** that was advertised in the *** Motorist. It was advertised as a small group exploration with a maximum of 24 travelers. There were 35 travelers in our group. It was advertised as a level three activity, and we thought was more like a level one. After returning from the trip, we filled out the surveys and I called the manager of *** on Sept. 9 and explained the situation and she said she would send the info to ***** who handled these situations, and he would get back to us. He never got back to us, so I again called *** on Sept. 19, 2024, and spoke with *****, and he said the advertisement was definitely wrong and they were working on a resolution, and he would call me back within two days. I again never got a call back so I again called the manager on October 15, 2024, and left a message and again on October 17, 2024, and cannot get a call back. I feel it was a bait and switch .

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to research our members concern. We extend our sincerest apologies to the member for the issues that they encountered.
  
  Our *** business development manager, ****** ******, contacted the member on October 22, 2024,to also extend our apologies for the lack of communication from our ***************** As a gesture of goodwill, Ms. ****** offered a partial reimbursement to the member. They should receive the check within 10 business days. The member was satisfied with this resolution. 

  Customer Answer

  Date: 10/28/2024

  [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:10/12/2024

  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 Friday October 11th, my Mother in law and I signed up for a one year Plus membership in my name with her and my son as additional members out of our available total of 4 on the plan. We signed up an paid for the 1 year membership together and we're told by the associate it was effective immediately and that we would receive an email with the temporary ID cards and that the plastic cards would arrive in 7-10 business days. The next day one of us needed a tow after pickup up a vehicle from a paint shop for a minor scratch and learned the car was damaged by the parry. We called *** for the tow and were told the membership had a 3 DAY wait period and that people signed up and them cancel! This after we paid a year membership in full. So we used another family members membership and had the car towed to ******* complete care. I downloaded the *** app for my region today, only to find that the effective date is actually SEVEN BUSINESS DAYS! t We were lied to so they could get the membership and payment TWICE. SO basically their sales tactics show a bait and switch by saying it's immediately available for use ad a means to secure our funds but not uphold their policies. I will not be a victim of a bait and switch. Had they not lied, we would have waited to sign up.**** and I were together on speakerphone at sign up and are each other's witnesses to the lies.

  Business Response

  Date: 10/24/2024

  Thank you for the opportunity to research the members concern.We apologize for the incomplete information she was given relating to AAA member benefits.
  
  Our AAA operations analyst of ******************** emailed the member on October 16, 2024, and also extended our apologies, and detailed the AAA East Central member benefits.For the first three days of membership, a non-refundable service fee applies each time emergency roadside service is utilized. When enrolling in AAA Plus, AAA Premier, AAA Plus RV and AAA Premier RV there is a 7-day waiting period for emergency roadside service. The AAA East Central Member Guide is attached.
  
  This matter has been reviewed by the manager and addressed with the sales agent who handled the membership transaction to ensure that the complete membership benefits are communicated for any future transactions.
  
  As a gesture of goodwill, our *** representative offered a reimbursement of the Plus membership dues in the amount of $39.00. The member accepted and was satisfied with this resolution. This should appear on her credit card within seven business days.

• Initial Complaint

  Date:09/30/2024

  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.

  Called the **********, ************* to pay my bill. They took my payment and due to my change of address, I was told the Pottsville, ********* would TRANSFER my membership AND PAYMENT RECEIVED to the Sunbury, *************. I'm getting notices that I owe my payment to the Sunbury, ************* (which cleared my bank!)I need this resolved!!! I.getting a run around!!!

  Business Response

  Date: 10/11/2024

  Thank you for the opportunity to research the members request for transferring his membership from the ********************** club to our club, AAA East Central. We extend our sincere apologies to the member for the issues that they experienced.
  
  AAA Northampton County processed the membership transfer for the member; however,the members payment was not forwarded to AAA East Central. This caused our payment system to issue membership bills sent to the member in July, August,and September. When no payment was received from these bills, the system cancelled the membership.
  
  After this was brought to our attention through the BBB, our *** membership marketing operations analyst researched and located the misplaced payment between the two AAA clubs. A new membership account was opened, and the payment was applied. On October 2, our *** representative emailed the member noting their new membership number and that he should receive his new membership cards within the next few weeks.  
  
  Again, we apologize to the member for the inconvenience, as this should have been a smooth process of transferring his membership and payment between the two clubs.

• Initial Complaint

  Date:09/27/2024

  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.

  Called AAA September 20, 2024 to request that auto pay on the account be cancelled. I was told it would be cancelled. However, they end up taking the payment leaving me with a negative bank account. Called AAA on 9/25/24 was told they would put in a refund request. Called today to check on refund request and was told they do not give refunds. Please help resolve this by getting my refund please.

  Business Response

  Date: 10/08/2024

  Thank you for the opportunity to research the members recent experience regarding their insurance payment. We extend our apologies to the member that they were not given clear information regarding the auto pay cancellation process.
  
  On Friday, September 20, 2024, at 8:50am, the member spoke with an insurance associate and requested to cancel the auto payment for their insurance policy as the member was in the process of transferring the policy. The request was sent that day; however, the auto payment was completed on Tuesday,September 24, 2024. The process to remove auto pay from a policy takes 3-4 business days.  
  
  The member spoke to another associate on September 27, 2024,at 9:03am expressing their dissatisfaction that the auto payment was completed and not cancelled. The member asked for a refund. The associate explained that they would submit the request but most likely it would be denied as the money was owed as the final installment on the policy. The refund request was denied due to the money being owed for the final installment of the policy. Therefore,the policy is active and paid in full for the term with an expiration date of November 22, 2024.

  Customer Answer

  Date: 10/08/2024

  [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,
  
  ***** Duck

• Initial Complaint

  Date:09/24/2024

  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.

  After 2 flight cancellations last Sept - My husband and I decided to make the drive to ************ to board that flight to be able to make our vacation destination. We didnt make it that far, we pulled into a rest stop along I-80 **********, just past the 192-mile marker. Steam was secreting from the hood. Upon further inspection, my husband could smell and see radiator fluid. As a 36-year member of ***, he did what any *** member would do, call for emergency roadside assistance. An hour later we received a phone call stating *** attempted to find a tow facility and a facility was not available to come. We inquired if they were able to help us find a rental car. As to no avail, every rental place I was able to bring up on ****** Maps either; the business was no longer in service, Enterprise, the closest car rental to us did not have any vehicles available for rent, or the company was open but discontinued providing rental cars. We were told that *** could not advise us with that information. This is 2023, technology has advanced to the point where you should have a boatload of information at your fingertips to assist your members. It is with understanding you cannot endorse a rental car company but there is zero good reason you shouldnt aid a customer you supposedly cannot bring a tow truck to. You left a 36-year *** member who is also a United States Vietnam Veteran, and his wife stranded, 3 hours from our home in the middle of nowhere. The next town was 16 miles away. After returning from home I wrote a letter, filled out the proper paperwork and sent all the information to AAA for reimbursement via certified mail. *** has received this information and here we are almost a year later, zero communication or refund. (I have also tried to call several times - no return calls>0 Enough time has passed - reimburse us!

  Business Response

  Date: 10/04/2024

  Thank you for the opportunity to research the member’s concern. We extend our sincerest apologies to the member for the issues that she encountered.
  
  AAA is a federation of motor clubs throughout North America. Each motor club has their own territory, independent contractors, and staff.
  
  On September 11, 2023, the member contacted AAA roadside assistance requesting a tow for their 2014 Dodge Challenger in Eastville, Pennsylvania. AAA Club Mid States, an affiliate club, provides service in that territory. Per AAA Mid States, they contacted numerous independent contractors and were unable to locate a provider to tow the vehicle. The member was contacted and informed that AAA was unable to provide service. Per the member, they added water to the radiator and barely made it to the next exit.  They contacted a private contractor who was unable to tow the vehicle till the next day resulting in an unexpected hotel expense.
  
  After receiving the Better Business Bureau complaint, a representative from our Member Relations Department contacted the member on September 27, 2024, to extend our apologies. Per the member, a request for reimbursement of the tow was delivered to the appropriate AAA department on September 20, 2023. No reimbursement or response was ever received by the member. In addition to the tow, she incurred a one-night hotel expense. We offered to reimburse both the private tow of $75.00 and the hotel bill of $132.00. The member was satisfied with this resolution. 

• Initial Complaint

  Date:09/11/2024

  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 4-17-24, we paid $3600 towards an AAA Yellowstone tour commencing on 9-8-24. On 6-26-24,we paid the balance of $5470 for this tour. We were looking forward to an enjoyable and memorable trip, but on 8-20-24, my wife, *****, fell in yard and injured her right hip and leg. On8-21-24, we visited her PCP, *** ****** **** who stated it could possibly be a severe muscle strain and gave her a steroid injection in hip and advised ******* for pain relief. The next day,8-22-24, still hurting and feeling miserable, we again saw *** **** who then prescribed METHOCARBAM and OXYCODONE/ACETAMINOPHEN for more pain relief, and also ordered a CT Scan at our local hospital. On Friday,8-23-24, he called and reported no visible internal damage, and prescribed CYCLOBENZAPRINE and ********** for inflammation and pain. Due to these serious and painful episodes, I visited the local ********** and informed our agent, ***** ********, that we would have to cancel our trip, and hoped for some refund for our money. She then informed me, that because we failed to pay another $1000 for their travel insurance, we would receive NO REFUND at all! At the time of our initial signing, she NEVER mentioned to me that we could lose everything, even due to injury, heart attack, car accident, and to me, I consider this to be theft by deception which would constitute fraud. We received no goods or services for our money; never set foot on a plane; never spent a night in the various hotels nor had any meals at all, and they want to keep all our money!! It just seems to be a way to bilk senior citizens out of their Social Security money without any recourse at all. Our attorney deemed it unfair and unjust, and advised contacting you about this matter. We are both around 80 yrs old. and this has hurt us tremendously. Any assistance would be greatly appreciated.Thank you for your attention and consideration.

  Business Response

  Date: 09/23/2024

  We apologize for the delay. We will need an extension to fully complete the investigation of the issue.

  Business Response

  Date: 09/27/2024

   

  Thank you for the opportunity to research the members issue with their travel package that was booked with AAA East Central.
  
  Unfortunately, the member declined the travel insurance that was offered by the travel advisor. Please see the last page of the attached Statement, the Customer Notice and Acknowledgment. The member checked the box declining insurance and signed the form on June 27, 2024.
  
  Also, please note that the attached ************** Series tour flyer provides the cancellation penalties: Cancel after July 1, 2024, and the entire tour is nonrefundable. This flyer was also given to the members when they booked the travel package.
  
  The tour provider and AAA stand firmly with the cancellation policy.

  SEE ATTACHMENTS

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

  Customer Answer

  Date: 10/25/2024

  On Thursday, Oct 24, 2024, I contacted your office and spoke with ******** concerning this complaint. 
  Afer explaining my reasons for this call, she advised me to submit my misgivings to you, outlining the
  fraudulent form which they devised to seemingly justify their desire to keep our money without any further
  recourse after never delivering any goods or services for such.  Please be advised that I have NEVER
  seen this form before in my life.  The AAA agent, ***** ********, never mentioned the travel insurance
  option to me, then proceeded to fabricate this form with my name misspelled, my signature forged, and the
  incorrect date that I supposedly signed it.  You can verify my actual signature from the checks that
  I submitted to pay for this Yellowstone tour in full, and can easily denote the difference; also my name is
  THOMAS not THONAS as indicated, and as to the date of 6-27-24, I was nowhere near the AAA office
  on that date as my witnesses will attest. Also I'm sure my fingerprints will never be found on that forged
  document if ever produced in a court of law.
  This entire matter has been a source of considerable emotional distress and grief for us, notwithstanding
  the egregious loss of our savings.  Any assistance or remedy for this intentionally deceitful action would
  be sincerely appreciated.
  

  Thanking you in advance for your attention and consideration.
  
  Respectfully,
  
  ****** ** ******* *** ******** ***** ********* ** ********* ************ 

  Business Response

  Date: 10/31/2024

  Due to the nature of this consumer complaint, all further correspondence will be handled directly between AAA's legal department and the consumer. 

  Customer Answer

  Date: 11/25/2024

  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.
  
  I reject this message and wish to pursue further legal action.
  

  
  

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

• Initial Complaint

  Date:08/16/2024

  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 used AAA services on 7/13/2024 at which time they replaced the battery on my 2015 Dodge Dart. The next evening on 7/14/204 the car would not start. The car was jumped and drove directly to the mechanic. The car was not able to be worked on until 7/23/2024 due to the mechanic schedule and no appointment. On 7/23/2024 the mechanic informed me of several non-passing reports of the battery. On 7/24/2023 I went to the mechanic and called AAA as this battery was installed and never used but was showing not passing test. I received a call at 1:06 from Godshall's who was assigned for the issue. I was spoken to at that time inappropriately being called "Dear" but let it slide. The technician showed up and proceeded to disrespect me yet again by calling me "Dear" as I walked to my car. He was incompetent of talking effectively with the mechanic about the issue. He claimed the battery was showing good so there was nothing he could do. I asked to speak to a manager, I was told the manager wasn't available. My mechanic, which I have been using for over 20 years attempted communicate with him yet again about the fact that while the battery was showing good it was not showing a complete charge and it is brand new. End of the story is I was denied a new battery, had to buy another battery to replace it, never spoke to a manager, was disrespected as a woman. All I want is the employee to be trained professionally and refund for the brand new battery I had to replace.

  Business Response

  Date: 08/29/2024

  Thank you for the opportunity to research our member’s concerns. We extend our sincerest apologies to the member for the issues that she encountered. Below is a summary of her roadside service experience and the resolution accepted.
  
  On July 13, 2024, at 10:01 a.m., the member contacted AAA roadside assistance requesting battery service for her 2015 Dodge Dart. Elite Towing, our independent contractor, arrived on location at 10:47 a.m. to provide service. Her battery was tested and failed. A new AAA battery was installed. The next day, her vehicle would not start. She scheduled a service appointment for her vehicle on July 23, 2024, with her mechanic. The mechanic checked her vehicle and tested the new battery. Per the mechanic, the battery failed. She then contacted AAA roadside assistance again on July 24, 2024, at 12:30 p.m. requesting a battery replacement. Godshall’s Towing, our independent contractor, arrived on location at 1:09 p.m. to provide service. Again, the battery test was conducted showing the battery was good and did not need replaced. The independent contractor jump started the vehicle but did not replace the battery.
  
  The member purchased a new battery from her mechanic to resolve the issue.
  
  On July 24, 2024, the member filed a complaint directly with our AAA office regarding the lack of battery replacement and being addressed as “dear” by the independent contract service provider.
  
  On August 2, 2024, the member’s dissatisfaction with our independent contract station was escalated to our AAA field manager to be investigated. He promptly contacted the service provider and advised that addressing the member in this manner was unprofessional and reaffirmed AAA’s expectations of service and respect that the independent contract station is to provide to our members.
  
  On August 7, 2024, a representative from our Member Relations Department contacted the member to extend our apologies. She advised the member that the issue was escalated and addressed. An offer was extended to reimburse the member for the AAA battery she purchased. The member accepted the offer. A check in the amount of $211.99 was processed on August 12, 2024.