BBB Logo

Better Business Bureau ®
Start With Trust®
In 21 Counties in Central Ohio
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of Ohio Automobile Club, The (AAA)?

If yes, click here to login.

Are you...?

BBB Accredited Business since

Ohio Automobile Club, The (AAA)

Additional Locations

Phone: (614) 431-7800 Fax: (614) 431-7954 View Additional Phone Numbers 90 E Wilson Bridge Rd Fl 1, Worthington, OH 43085 View Additional Email Addresses http://www.aaaohio.com View Additional Web Addresses

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

All aspects of automotive repair.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ohio Automobile Club, The (AAA) meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Ohio Automobile Club, The (AAA) include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 34 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

34 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 28
Total Closed Complaints 34

Customer Reviews Summary Read customer reviews

1 Customer Review on Ohio Automobile Club, The (AAA)
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1

Additional Information

top
BBB file opened: September 27, 1989 Business started: 01/01/1978 Business started locally: 01/01/1978
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Insurance Department
50 W. Town St. Third Floor - Suite 300, Columbus OH 43215
http://www.insurance.ohio.gov
Phone Number: (614) 644-2658

Business Management
Mr. William J. Linsenmayer, Director, Automotive Services Mr. Mark E. Boyer, Director Car Care Plus Mr. Tom Keyes, Treas. Mr. Mark Shaw, President Mr. Dennis Stone, Vice President
Contact Information
Principal: Mr. William J. Linsenmayer, Director, Automotive Services
Business Category

Road Service - Automotive Travel Agencies & Bureaus Insurance Services Auto Repair & Service

Alternate Business Names
A AA Ohio Auto Club AAA Aaa Car Care Center AAA Car Care Plus AAA Insurance Agency AAA Ohio Car Care Plus AAA Travel Agency American Automobile Association Car Care Plus Car Care Plus Centers Ohio Auto Club Ohio Auto Club Car Care Plus The Ohio Auto Club

Additional Locations

  • 1 Public Sq

    Mount Vernon, OH 43050 (740) 397-2091

  • 1021 N Memorial Dr Ste 6

    Lancaster, OH 43130

  • 130 W Main St  P.O. Box 368

    Newark, OH 43055 (740) 345-4017

  • 1316 Mt Vernon Ave

    Marion, OH 43302 (740) 389-3517

  • 1335 Bethel Rd

    Columbus, OH 43220

  • 1790 S Main St

    Bellefontaine, OH 43311 (937) 599-5154

  • 2036 Baltimore Reynoldsburg Rd

    Reynoldsburg, OH 43068 (614) 864-2224

  • 2066 Crown Plaza Dr

    Columbus, OH 43235 (614) 457-2614

  • 234 Chestnut St

    Coshocton, OH 43812 (740) 622-2910

  • 2400 Sobeck Rd

    Columbus, OH 43232 (614) 559-0000

  • 3671 Fishinger Blvd

    Hilliard, OH 43026 (614) 771-5777

  • 3934 Taryn Trce #6

    Zanesville, OH 43701 (740) 454-1234

  • 4750 Big Run South Rd

    Grove City, OH 43123 (614) 277-1310

  • 660 N State St

    Westerville, OH 43082 (614) 899-1222

  • 6850 Sawmill Rd

    Columbus, OH 43235

  • 714 N Memorial Dr

    Lancaster, OH 43130 (740) 653-0912

  • 8350 Sancus Blvd

    Columbus, OH 43240

  • 840 Sunbury Rd Ste 502

    Delaware, OH 43015 (740) 363-1928

  • 90 E Wilson Bridge Rd Fl 1

    Worthington, OH 43085 (614) 431-7800 (614) 431-7901 (740) 689-0116

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (614) 431-7901(Phone)
  • (740) 689-0116(Phone)
  • (614) 923-4453 (Fax)
X

Additional Web Addresses

X

Additional Email Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/26/14, AAA replaced the power steering lines and transmission cooling lines on my '01 Chevy Impala. They located the water leak I was having (water pump) and I chose to do that repair myself to save $400. At the end of it all I paid AAA $803.57 for the two repairs. Upon picking up my vehicle at closing time, I knew something was not right. The power steering pump was making a loud groaning noise. On the 1/2 mile drive home, the water temperature spike beyond 200 degrees. When I arrived home, I discovered that they did not refill the power steering fluid to the proper level and they did not put the radiator cap back on. The following day, AAA towed the vehicle back to their shop, refilled the power steering fluid to the proper level, refilled the antifreeze and replaced the radiator cap. I then replaced the water pump the following day. After that, I discovered the head gaskets had blown due to the vehicle overheating and did that repair myself spending over $400 in material. I could not afford anyone else to do it as it would have been around $1,500. This repair took approximately 1 month to complete as I could only do it outside during good weather conditions. I completed all the additional work on 4/29/14. The following day, I finally got to drive the vehicle to work for the fist time in a month. I got 2 miles down the road and one of the transmission cooling lines that were replaced popped off, which I was immediately towed back to AAA for them to fix yet another mistake. After they refilled the transmission fluid and replaced the line, I picked up the vehicle and still yet again, something else was all of a sudden amiss. The transmission was shifting hard, or not shifting at all. After calling AAA about what was happening, I was very reluctant to take my vehicle back yet again for them to fix another mistake. I began to research the problem myself and discovered that all the symptoms the vehicle was experiencing could be the result of a faulty vehicle speed sensor. When I located where the (VSS) was on the vehicle, I discovered that it had been unplugged. There was no reason for AAA to have unplugged this in the first place. since plugging the VSS back in, the vehicle has run great. Yet there is still a problem. When I removed the front passenger wheel to get to the VSS, I discovered that the transmission cooling lines were not in their proper retainer clips. I believe that AAA did not install the right line for the model of my vehicle. I have photographic evidence of this and would like to take the car to another shop to confirm this. I refuse to ever take any vehicle I own to AAA car care center again. I am seeking a full refund from the original amount paid on 3/26/14. Thank you.

Desired Settlement: A full refund of $803.57

Business Response:

We have identified some irregularities with the repair and offer, as a goodwill gesture, $500.00 to resolve these concerns with the understanding complete repairs were not authorized. Please let me know if this offer is acceptable and I will process a refund within seven days of acceptance.
 
 

Business Response:

** ****** accepted our offer, see below, so please update the file.
 
 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 30,2012 AAA sent consumer a check which was taken by another person and cashed. AAA told consumer that he needed to file a police report. Consumer also filled out paperwork. Consumer was told that it would take 6 to 8 weeks to receive his check. Consumer waited the two months and no check was received as AAA never filed the paperwork with the bank. Now AAA is telling consumer that if he contacts them one more time they will press charges against him. The check was initially sent 05/30/2012.

Desired Settlement: Consumer wants his money back.

Business Response:

This issue concerns an insurance settlement check that was issued last year to the complainant by AAA insurance to cover a claim. According to the complainant a settlement check was received at his home address but was cashed by a person known to him while he was incarcerated. The complainant claims that he did not authorize the check to be cashed and his signature was forged. The complainant believes AAA should issue another check for his loss.  We referred the complainant to the authorities to prosecute the individual who cashed the check but he is hesitant to do so. Paperwork has been submitted to the bank by AAA for processing. According to the bank, the process could take up to 2 months to investigate the claim. AAA has no responsibility concerning this matter. 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on account **************** you sent me a gift bill for 152.00 when i called to pay was told bill wrong would be 187. i still have bill/card when my son tried to use was told he did have premier service and he have to pay cash. bottom line you left my son on the side of the road. i call and after much bull just asked for my money back and you never did that. i want my refound. and i want to know how you going to make this up to him.

Desired Settlement: i want my son and daughter to have the aaa service that we get in nc. very unhappy with aaa ohio. where is my piece of mind at when they cant get the service i paid for.

Business Response:

** ****** resides in  in ********, KY and is a member of another AAA club.  In April, the son was visiting ** ******  in ***** ******** and was riding his father's motorcycle when it broke down. When *** ****** called in to AAA ********* for service, he was advised that the son only carried the AAA  Plus membership benefit which does not cover motorcycles. ** ******  is adamant that the $186  paid to AAA Allied was for the Premier level of service and his invoice reflects that.  We understand that AAA Allied out of the ********* market  has already refunded his credit card for the two memberships for his children and has contacted him about this situation.  It was explained  to ** ****** that , AAA Ohio,  received this issue from the BBB of Central Ohio and his comments should have been filed with the ********* Branch of the BBB.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased AAA Battery from AAA Mobile Battery Service. Warranty was explained to me by AAA representative that if battery fails AAA mobile battery service will test and replace. Battery has been failing. I want AAA to honor warranty and come out and test and replace battery under warranty. AAA has been horrible about honoring warranty. They just send out a poorly trained towing contractor will not much equipment to examine battery, then tell me they cant test it or replace it. Then they charge me a service call againts my service call allowance When contacting AAA Ohio HQ, they tell me I have to bring the battery in and travel 27 miles to have it examined. Thats not was told to me. Thats why I paid a very high price for the battery for a high level of service. 25 YEAR AAA Member.

Desired Settlement: Replace defective battery or refund purchase price of battery. Send AAA mobile battery service to test and replace

Business Response: Please let me know what the purchase price of the battery was and we will refund the amount in full. We are sorry you received less than expected assistance from AAA.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.




















BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a AAA member for 20 years. I rarely use the service. Of the few time I have used it they have taken hours to respond. We continued to pay for the membership to make sure that we had services like these in case of emergencies. On monday 2-10-14 my wife was involved in a severe car accident. I called AAA the get her car towed. I was on the phone for over an hour and still have not talked to anyone. We were in 0 degree weather waiting with a car that did not run to keep us warm just waiting on AAA to just pick up the phone. The police finally told me that I either had to get a tow truck there or they were going to tow it for me at my expense. So I call other means to have it towed. When I contacted AAA later that evening a nice lady took my complaint and told me someone would contact me withing 72 hours. When I was contacted the person was extremely rude and argued with me about how the services would have been supplied if I had just continued to wait on the phone, so it was my fault that services were not rendered. He would not let me talk to even try to explain and if I did get any type of explanation out he argued me with me about it. I asked him to put himself in my shoes and if that was his wife; then he cut me off and told me not to bring his wife into it. I finally got mad and hung up on him to call back to request to speak to management. I was told that the person in charge of the auto side would contact me as soon as he got off his conference call. I never received that call back. They obviously do not know how to staff their facilities with enough personnel during peak times, or anytime for that matter. I feel kind of ripped off paying for a piece of mind all these years that I never got.

Desired Settlement: I would like my membership canceled and my entire 2014 fee returned.

Business Response: Mr ******* and I discussed his experience with our Member Relations representative. We apologized for his frustration and agreed to provide a no cost membership for  next membership cycle and he agreed.   Thank you,

Consumer Response: I would like to thank **** (the director of the auto side of AAA) for taking the time to talk with me about the situation. I understand the challenges his department is facing at this time and understand. Thanks Again.    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I call AAA at 5:30pm, my first time using my AAA roadside assistance. I needed a jump and my vehicle was parked at my residence in the backyard. I had to call back at 10pm to try and figure out what time they would be coming, see as how I contacted them at 5:30pm originally and they had not made it yet. I was then informed that a tech would be out about 5am to service me 12HR after I called for EMERGENCY ROADSIDE. The automated system called at 12:40am saying I had a hour wait. To my surprise the tech called back at 12:56am saying he was 15mins away, I got out of bed and got ready to great the tech, however to my surprise he never showed up. I called the phone he refused to answer my call. I contacted AAA twice 40mins after the tech was to arrive. Each time I was LIED to by very unprofessional, disrespectful agents of AAA. They informed me that the truck had broke down and that once they could send somebody my way they would call me but have no way of telling a time and that I would basically have to just sit and wait for them to contact me because my need for their assistance was not as important as others. About a hour later I got a call from a rep saying "I don't know what happen between you and the tech but I can't make him come out to service you and he said he doesn't feel safe." However no tech ever showed up to my location I watched from my window which faces the front. All I needed was a jump and now I have to wait until 6:30am even tho I originally contacted AAA 5:30pm the previous day. I was also informed to pay out of pocket at 2am to have it sent to a garage and have them fixed it then send AAA a bill. However none of this information was giving to me while a actual garage was open, and remember all I needed was a jump. They have no regards that I have a child and a job to get to, they didn't care about anything. Had I known that my location would depend on if I could get serviced I would have never wasted my money with the DISGUSTING roadside assistance that AAA provides.

Desired Settlement: I would like my membership fee returned since I'm not allowed to receive assistance when I need it from AAA, there is no point on me having it.

Business Response:

With record cold temperatures in 2014 and more then 140,000,000 people affected in 37 states per CNN, AAA service request in central Ohio were more than triple during the past several weeks. While we always attempt to provide prompt service, circumstances beyond our control do occur that will delay a response. Our priorities at this time are to provide assistance to those individuals stuck out on the roadway and then service members at home. We will refund the membership fees as requested for the current membership year. 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: January 25,2014 To Whom It May Concern: On Friday January 24 I had some car trouble. I am a AAA auto club member. I tried for 3 hours to get some help from these people. They would not answer their phones. If I was the person in charge at the AAA road service call center, the people there would all be out Monday morning looking for a new job. Apparently the people at AAA does not realize the danger they are putting people in when AAA does not answer their phones. DO THEY CARE? I have enclosed a copy of the letter that I sent to them along with a copy of my tow bill. I would like for them (AAA), to reimburse me in full. There was no need for this to happen. All they had to do was their job and answer their phones. 

Desired Settlement: Reimburse me for my tow bill.

Business Response: We will refund for towing services once the invoice is received. According to CNN cross the USA 140,000,000 people in have been affected negatively by the historic weather patterns these past several weeks. AAA in Central Ohio precessed more than three times the average winter request during this time and delays were experienced. We understand some member have been impacted negatively during this time. However, we have provided assistance to over 40,000 member this past month.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 6th, I called AAA to inquire about lock/key service after key became bent in below zero weather. I was told locksmith would come in morning since they needed a chip code. The next day, AAA tech, ***** arrives to tow. I explained the situation, that I needed a key, not tow. He attempted to start the vehicle but when unable to get the key into ignition, he pulls out a tool pounding the key into the ignition where it became stuck. He yanked for 15-20 seconds before it came out and again asked about tow. An hour later, locksmith arrives and creates chip key which wouldnt start ignition, surprisingly to him. He said it had to be a problem with the ignition. Ten hours later, AAA towed my car to Toyota **** and I wrote AAA. On January 8th, ****** at AAA called about looking into claim and if ignition damage was from their worker. The same day, I was informed by Toyota a key was cut from the VIN but failed to start car so they called their locksmith and after a few attempts they removed ignition and saw one of ignition coils was damaged badly. He stated "things like that don't just happen but are likely due to force." ****** had stated if dealership determined ignition was damaged due to force from driver they would be "more than happy to hold the driver responsible". The dealership confirmed this, but ****** needed to see the ignition and said he would contact Toyota since I was leaving the country. Ten days later, no updates and still no ignition. On January 20th, spoke to ******, said he would get the part but needed my receipt. I faxed the $295 receipt stating ignition damage due to force as requested. On January 22nd, ****** called and said ignition and all fibers were perfect, and intact. ****** stated all I needed was a key cut, not an ignition repair. I repeated that both locksmiths tried this unsuccessfully. ****** seemed surprised and said he would look into it and get back to me. My husband tried following up too but neither of us have received a call back.

Desired Settlement: I would like a refund in the amount of $295 for the ignition damage caused due to the excessive force your AAA tech caused to my vehicle. I was forced to miss a day of work from this mess. I have been extremely disappointed with the lack of follow-through from ****** and AAA. I was asked to provide proof that damage was due to force from the AAA tech, and when I provide this information, it's not enough. ****** should have returned my phone calls in a timely manner, not avoided them altogether

Business Response: We have determined that AAA will refund  the ignition switch replacement minus the cost of the key. We do know that the key in question was not in a functional condition at the time of the service request therefore no refund is warranted for that component. However, the service responders attempt to assist may have caused unintentional ignition switch damage and as a goodwill gesture we are willing to absorb that cost. We apologize for any inconvenience.

Consumer Response: AAA has resolved this issue with me, and is refunding me the amount I was asking. I just wanted to let you know. Thank you so much though,

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need your help in re-cooping my $56.00 yearly fee back from AAA Ohio Auto Club. Otherwise known as Triple A. I have been a member since 2005 with Triple A, always paid my dues on time.. .. The one time I needed them this year on December 28th, 2013 they were not there. My car battery had just died, near Dublin-Granville road. We had a week of ice, and freezing temperatures. I called Triple A's 2 numbers ###-###-#### and ###-###-#### for two straight hours.. From the hours of 2p.m. to 4 p.m. not one single person picked up the phone, nor would answer and put me onto a voice mail. I was put on a music hold then after 20 minutes of music I was hung up on. While being stranded in a parking lot, until I had my family help me get my jeep out of the parking lot and into the dealership to get a new battery. My Triple A number was *** ******-***-****1 I talked to 2 Triple A agents the next few days, about the situation and nothing was taken care of. I am not asking Triple A to pay for my new battery, nor am I asking them for time and suffering this had caused me being stranded in a parking lot in the freezing cold temps. I am just asking what is fair, and that is to refund my $56.00 annual fee for this year, since they did not live up to their end of the contract. Others have also voiced their complaints with how Triple A handled the cold month of December through Yahoo and other websites. I will expect my $56.00 back from them as soon as possible. Thank you for your time. Thank you 

Desired Settlement: I will expect my $56.00 back from them as soon as possible.

Business Response: A refund for the membership is being processed as requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday 1/7/2014, I started my car to warm up (to leave my work location). I inadvertently locked my keys in the car, with it running. I called AAA. After waiting on hold for an hour, the person who answered my call was in ******* and couldn't help me. They also could not transfer me to a live person in **** so I had to start my wait all over again. After more than 1 hour on hold, my cell phone died. I called again and after almost an hour and a half on hold, the live agent that picked up again was not in the ******** area but in another area of ****. She told me also she would have to transfer me back to the columbus queue and I would start my wait all over again. By now, I was stranded, my car running for over 3 hours and still no AAA. The live agent before transferring me, told me the columbus wait time for service was 12 hours, even for a situation like mine. She suggested I call a locksmith to unlock my car and submit the receipt to AAA for reimbursement. Reluctantly, I did just that. The locksmith charged $133. I was able to gain access to my car within 20 minutes of placing the call to the locksmith. I submitted my receipt to AAA and the service representative in ***********, ****** ****** said AAA would consider the request. Its been more than a week since the submission, I have tried to get a status with emails and phone calls. No response. Per the AAA agent that advised me to call the locksmith, I would like my cost reimbursed in total for $133. I understand it was an unusual cold spell in **** but nowhere in the process of selling me their services did AAA ever say their services are limited and in some cases may not be able to respond at all. Obviously, I could not wait 12 hours to have my idling car opened. As it stands, I burned a 3/8 of a tank of gas which AAA should reimburse me for as well. Thank you.

Desired Settlement: I would like AAA to reimburse me the cost of the locksmith (receipt submitted for $133) and the cost of gas for my car running over 4 hours waiting on a response from AAA. This would add approximately $15 to the locksmith charge.

Business Response:

AAA will process the requested amount due to the extenuating circumstances. Please allow seven to ten days for processing.
 
 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######and find that this resolution is satisfactory to me.

 




















BBB's Final Determination: Consumer accepted resolution offered by the business.

1/14/2014 Problems with Product/Service
12/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AAA was called to tow a vehicle. I requested a tow with vehicle dolly the sent out a flat bed truck. The reason for the request for a dolly is because the car would shift out of park thus needed to be towed outside of the normal. The lady who came out tried to get the car to shift into neutral she thought there was some sort of release under the shifter shade ultimately she ended up damaging the shade and the trim. I did not notice the damage the following morning due it being dark and cold out. Then she left and called a replacement dolly driver to tow the vehicle he as well was rude and drug my car about a good 100ft using skates. I called the next morning to express the issue that came up as I did not get home until 1240 and was tired and went to bed. I call the next morning to explain the damages and person came out to take pictures. AAA never apologized and now the driver are lying out of there teeth say they never entered my car. That is the worst of it all is blatant lies.

Desired Settlement: Replace damaged components and a simple I am sorry for the trouble we caused you

Business Response: Our Field Representative , ** ********r, has been in contact with customer as of 12/2/2013. AAA is agreeable to refund any reasonable estimate to repair interior shift handle components as a goodwill gesture.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Consumer saw an ad for AAA coverage buy one get one free. When consumer called she was told that she could not get that deal due to residing with her husband. She was told that the current membership would have to be expired for 3 or more years which this is not disclosed in the ad. Consumer was attempting to get a new membership for her son and for her.

Desired Settlement: Consumer wants the buy one get one membership for free.

Business Response:

 
***** *********  for AAA Ohio Auto Club, spoke with **** ******* on  November 22. It was agreed to provide *** ******* the AAA membership as requested. Temporary membership cards and a gift card will be mailed to **** ******* on November 25,2013.  **** *******'s membership kit and permanent card should arrive at her address within seven to ten business days. 
 
We believe **** ******* is satisfied with the arrangements as described.
 
Thank You,
 
******* * ***********
 
 

Consumer Response:

I received a call from AAA's ******** *******, ***** tonight addressing this complaint.  He explained that they are making an exception and allowing myself and my son to take advantage of the buy one get one free  membership advertisement. 

I feel that I am entitled to this special and since I complained to the Attorney General's Office it was addressed promptly and properly, otherwise I do not feel that it would have been. 

I appreciate your attentiveness to this matter.

thank you

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My fuel pump went out on my ford bronco and had it towed by AAA. The vehicle was picked up and delivered to a shop in Powell ohio and when the vehicle arived the driver told me that the top on my truck had blown off and been destroyed. I contacted the tow company and AAA both parties said I was on my own. I have spoken to four other tow companys and they said on any vehicle with a removable top the vehicle can not be towed backwards because the top is not made to have that muck wind force against it. ********* Towing did have it on their tow truck backwards and did not even have the chains tight on the vehicle. Now I am stuck with a $764 top and a $198 back window plus the damage to the paint on the vehicle. Neither one of the companys will even disscuss the fact that the tow company is responsible for the vehicles they tow and that they should not have towed it backward. I am at a loss what to do and now have to figure out how to get the vehicle repaired before it becomes too cold and I can not have my kids in the vehicle.

Desired Settlement: I would like the top and the back glass paid for by one of the above companys.

Business Response: I have no record of a **** ******* ***** as a member of AAA. Could you please verify the membership information so we may investigate the particulars? Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife had automobile trouble in Columbus Ohio. We ultimately had to have our Car towed 285 miles to our home in Indiana. AAA informed us they would pay for the first 100 miles of the 285 mile trip. My wife asked them how much it would cost for the tow from Columbus Ohio to our home in Indiana out of our pocket. We were told around $450. When the car arrived I had to pay a bill for $900. We submitted a request for refund from AAA providing them with information regarding the mileage for the trip and the receipt of the tow. They even produced the recording of my wife speaking to the AAA agent requesting the information about the tow. Clearly all pertinent information was conveyed to the agent and information was received regarding the cost of the tow. The agent from Ohio ultimately told my wife that the charge was our responsibility and that they were not at fault for misquoting us. We also asked ****** to speak to his superior and he refused to allow us to speak to anyone else in charge regarding this issue.

Desired Settlement: Refund of the overcharged $450

Business Response: This information is in response to the members concern filed with the Better Business Bureau. This member requested service recently as her car had engine problems and needed towed from the dealership in Columbus, Ohio where it was located to her home in Jasper, Indiana as they did not want to pay the cost (about $3500) to repair the vehicle at the dealer and her vehicle was undriveable due to the engine issues.  The member placed the call and after verifying that we did not tow it into that dealer, we advised the member that the AAA Plus membership covers up to 100 miles of towing and the mileage after that is $4.25 plus tax for each mile beyond t100.  This was advised to the member by our Call Receiver and we also verified it with the service provider that towed the car that he told the members that it was $4.50 (including tax) per mile after 100 miles. He did this to ensure he would be paid for the over mileage costs for such a long tow. The member advised him that he was in for a long trip of almost 300 miles.  Service was provided in accordance with the AAA Plus membership benefit guidelines. The member is upset that when she said "it was 285 here, so 185 miles, how much would that be?", the call receiver, not knowing where the member actually came from, thought the member meant it was a total of 185 miles of towing so she approximated the cost for 85 miles of towing. Again, this  mileage was not calculated, just approximated thinking that the distance to the members choice of tow destimations was about 185 miles. Unfortunately, the only one that knew that it was over 285 miles at that time was the member requesting the tow home.  After that, the call receiver took the rest of the call and again repeated that we do only tow a vehicle one time per breakdown and a service provider was sent to tow the vehicle for the member.  The following is the notes from my conversation with the member: Member called. I explained that I did listen to the tape. She was advised that anything over 100 miles is her responsibility at $4.25 plus tax per mile. At one point she said that it was 285 miles to here so 185, do you have a calculator and the CR thought the member was saying it was 185 total so she gave an estimate for 85 miles. I apologized but explained that the mileage was not calculated by the call reciver, she just assumed that was what the mileage was based on what she said. Therefore, as she was told that it would be $4.25 per mile plus tax, and the driver appears to have charged her correctly, I said we would not refund her the extra (approx. $450) back to her. I suggested she contact her home club for further consideration. While I do understand there was miscommunication, I do not feel that we owe the member that money as she was advised the proper policy prior to towing. I can also see where Raven may have thought it was only 185 miles based on what the member asked. (We do not know where she came from). She is upset and asked if it was coming out of my pocket. She did not like my response and again I referred her to her home club. She said she will call back and will get my boss and complain. Advised Bill Linsenmayer of the situation. As the member was quoted that any miles beyond the 100 allowed under her plus membership would be $4.25 per mile plus tax, and AAA did absorb the cost of the first service call to follow her to the dealership, the second service call and 100 miles of towing, we did not refund the addtional costs for the miles beyond 100. Please note that the 100 miles is the maximum towing distance covered by AAA for a AAA Plus member.  I have also verified with this members home club that the AAA Plus benefit information was also provided to her in her membership mailings. The AAA affiliated club is AAA Missouri and the member has also filed a concern with them therefore this information will be shared with them as well. Although we did apologize for the call receiver thinking that the member meant it was 185 miles total, we would also like to extend another apology through this process. However as it does appear that she was charged correctly for the service she received, our decision to not refund the over mileage costs remains unchanged at this time. Sincerely, Vernon Hylton Manager, Member Relations AAA Ohio Auto Club

Consumer Response: After listening to the transcript as it was played to me over the phone, I informed them I had a 285 mile tow, then i was informed of the cost per mile for the trip as per the AAA representative's statement after the AAA 100 mile limit. I then requested an estimate as I did not have a calculator for the 185 miles. If the AAA representative was confused about what I was asking they did not voice this. The time elapsed on the playback from presentation of mileage to be towed (285 miles) to my request for a cost estimate 285-100=185 was 25-30 seconds. AAA is in the business of helping stranded travelers which is what I was. I dare say the majority of AAA members requiring help are in stressful situations, away from home needing to make quick and informed decisions not necesarily with paper and pencil handy to make claculations. I was stranded in a town nearly 300 miles from home with my 5 children waiting at a dealership for over 6 hours. I needed to make a quick and informed decision, had I known AAA was going to charge me $1000 to have my car towed I would have shipped it for half that price. The job of the CR is to provide clear information not prey upon stranded travelers to create more revenue for the partner companies working with AAA. The conversation after hearing the playback is clear from my perspective grey at best from AAA perspective. The CR should have been clearer if they were uncertain of the information being requested not blindly given an answer. This is a AAA error that I should not have to pay for. I have been a member of AAA for nearly a decade paying my membership every year, if this is the customer service that AAA provides then the least I can do is inform other consumers to stay clear of AAA.






























Business Response:

I am sorry that we cannot accomodate the ***********'s request to cover the additional 100 miles of towing that Mrs. *********** was charged for the towing service she received on July 8, 2013.  As part of our review of this matter, we have verified with her home club that their policies clearly state that each AAA Plus member can receive up to the 100 miles of towing but after that, the associated costs for mileage beyond that limit must be absorbed by the member. Based on that information, and as both the Call Receiver and service provider did advise the member prior to the tow that only 100 miles is covered, and what the over mileage cost per mile would be, our decision to not refund the money paid to the driver for this service remains unchanged.

Consumer Response: This is not a question of AAA policies. Simply put my wife asked for information to help her make a good decision, that being what would the approximate cost of the tow be? The answer provided was 1/2 of the actual total cost. This significant of an error is unacceptable. Whether this error was due to the customer service rep not understanding the question or due to miscommunication the end result is a tow fee that had we known in truth the cost would have been averted. From a consumer standpoint it is the job of AAA to more effectively communicate. To use the excuse "we didn't know what she was asking, or we thought she was asking for 185 mile tow charge?" Is unacceptable especially after reviewing the transcript. Even if AAA does not take responsibility for this it is my responsibility as a consumer to make other consumers aware of AAA business practices.































Business Response:

We maintain our response as submitted previously.

 

Consumer Response:

To add credability to this complaint and to provide the requested details I will provide a brief synopsis of contested complaint:

3July2013: ***'s 2006 Honda Oddysey became inoperable just south of Columbus Ohio enroute to Pittsburgh PA, car was towed to ******* Honda. *** rented a car and continued on to Pittsburgh PA

5-8July repairs were attempted at this dealership; replaced radiator; determined after ***'s arrival in Columbus that the car was still inoperable and required tow. *** evaluated the situation estimated cars worth at 4K, repairs totalled 900. Concluded that a tow home may be viable.

8July around noon: contacted AAA inquired about tow from Columbus OH to Jasper Indiana which was estimated at 285 mi. Had the afore mentioned conversation on the phone with the AAA regarding the cost of the tow. *** inquired about a 285 mi tow was told that the tow would only cover 100 miles, she therefore asked how much the 185 mi tow would cost and was told $450 approx.

8July evening: tow arrives at our home in Jasper and Tow Man bills me $900.

8July-present: inquiry started at AAA regarding the cost of the tow, and information was provided to start a claim. Actual conversation between the AAA Customer service rep and *** is listened to by both the AAA manager and *** over the phone. The conversation is as described above. AAA manager contends that after *** requested information about the 285 mi tow was told that AAA would only cover 100 mi and she then asked for the cost of the 185 miles of towing. The AAA customer service rep at that point thought that she was asking how much a 185 mile tow minus the 100 miles AAA tows would cost; ie 85 miles of tow. *** informed the AAA manager after relistening to the recorded conversation that this is illogical and extremely poorly communicated. She requested to speak to the AAA managers supervisor and was informed that he would not allow this to happen and that at this point the he terminated the conversation.

Again AAA was in the wrong and dealt with this in a very inadaquate manner. Had they attempted to even credit a portion of the tow and been kinder on the phone to my wife this entire complaint would have been avoided. Other consumers need to be informed of AAA service and to be able to use this information to make informed decisions regarding whether to use AAA services. We have been AAA members for nearly 10 yrs.































Business Response: We maintain our response as previously submitted.

Consumer Response: There were no documents per se. There was a transcript that AAA filed from the conversation my wife had with the customer service rep when the rep explained the benefits and charges. In this same conversation AAA informed my wife of the estimated charge of $450. The real charge was twice this, ergo the customer complaint and BBB complaint.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Repair shop did repairs to my truck (2000 Dodge Dakota) unrelated to the break system and damaged my rear break line. They proceeded to tell me I had a break line leak and denied having caused the damage. This was only after I had driven the truck home and had all the break fluid leak out onto my drive way. When I asked them to remedy the situation they refused to take responsibility for the damage and charged me for the break-line repair. I only wanted my truck returned to me in the same shape, that it was in, when given to them; minus the original repair.

Desired Settlement: Ideally I would like a refund for the break-line repair but am willing to accept half because of the age of the truck.

Business Response: Dear BBB, Mr ********'s truck was brought into AAA's Sawmill Rd. Car Care Plus Center on Friday August 16, for an engine light concern.  Our staff replaced the throttle body sensor and did an oil change at that time.  While doing repair they noted that the vehicle was leaking brake fluid as some lines were rusted due to age.  When Mr ******** picked up the truck on Friday the shop Manager, ****,  pointed out the leaking brake fluid concern where  Mr. ********  acknowledged the condition, signed the bill and drove it home. An AAA service representative arrived  Saturday morning August 17,  and reviewed  a note in the drop box with Mr ********'s keys. The note was from Mr ******** claiming "You cut my brake lines" and wanted it fixed. Our service representative called Mr ******** and explained what they found Friday, which he was informed of, that brake lines were rusted  and our Car Care Plus Center did not damage the brake system as claimed. Mr. ******** requested to negotiate that AAA fix the and split the cost. Our representative told him he had a 13 year old vehicle and it was not their fault it was rusted and leaking. We then received Mr. ********'s approval to perform repairs and ordered parts for the vehicle today. We stand by our findings that our efforts to repair a sensor and perform an oil change did not compromise the integrity of the failed brake line. 

Business Response: I understand that the vehicle in question was repaired by our Car care Plus Center on Sawmill Rd based on the estimate supplied last Friday and at the customers expense.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called for assistance on my RV on 7/7/2013.* I received the call that it would be 45 minutes by the automated message which is what is always sent in the 22 years that I have had AAA.* I received a call saying that the driver had been waiting 10 minutes (I really doubt that because of the rest that I will explain.) I missed this call because I was using the restroom and was not at the vehicle. I checked my VM right away (and went to the RV which is parked 1 minute from where I went to the restroom). Please forgive me for not waiting the 45 minutes at the vehicle and having to leave to go to the restroom.* When I called AAA back about all of this it was as if I was lying about what I saw. Sorry, I am not lying, the tow truck driver (in the red/maroon truck)obviously has issues with the truth and so does the employee of AAA.* The voice mail also said there were 2 RV's there and he didn't know which one was the right one. I do believe I put the license plate on the request and that it was a Ford - Majestic Four Winds. 1. The driver must not have been able to read. 2. My RV is the only Class C that is a Ford of the 2 RV's.3. My RV is clearly marked on the Front - Majestic.4. When I arrived the driver was not there, at either RV.5. The driver (in the maroon/red truck) was driving around the mobile home park and not parked near the RV's.6. I watch the driver drive away while I was trying to get his attention. If he had not been driving around the mobile home park, I would have seen him and he would have seen me. He was no where near the vehicles while I was waiting.7. As the tow truck driver was driving (in the red/maroon truck) away he was also on his cell phone. That is a violation of your policies.8. Why ask for a license plate number if the driver doesn't look.

Desired Settlement: 1. I want printed documentation on what is covered under the RV coverage.2. I think I need some kind of apology or something for the way I was treated, I was not lying.3. I really don't trust the people that AAA hires for service because of - There were only 2 RV's at the location, what happens if I call and am at a campground? Is the driver just going to drive around and not pay attention to details and then call and say he cannot find me?

Consumer Response:

Dispatch center name :  AAA OHIO AUTO CLUB (WORTHINGTON).
Dispatch center club code :  130.
Dispatch center club name :  AAA OHIO AUTO CLUB       .
Dispatch center telephone number :  6144313388.
Estimated time of arrival (in minutes) :  00045.
Fax # 614-410-0756
Fax: 614.431.7838

To whom it may concern:

* I called for assistance on my RV on 7/7/2013.

* I received the call that it would be 45 minutes by the automated message which is what is always sent in the 22 years that I have had AAA.

* I received a call saying that the driver had been waiting 10 minutes (I really doubt that because of the rest that I will explain.)  I missed this call because I was using the restroom and was not at the vehicle.  I checked my VM right away (and went to the RV which is parked 1 minute from where I went to the restroom). Please forgive me for not waiting the 45 minutes at the vehicle and having to leave to go to the restroom.

*  When I called AAA back about all of this it was as if I was lying about what I saw.  Sorry, I am not lying, the tow truck driver (in the red/maroon truck)obviously has issues with the truth and so does the employee of AAA.

 
* The voice mail also said there were 2 RV's there and he didn't know which one was the right one.  I do believe I put the license plate on the request and that it was a Ford - Majestic Four Winds.  
1.  The driver must not have been able to read.  
2.  My RV is the only Class C that is a Ford of the 2 RV's.
3.  My RV is clearly marked on the Front - Majestic.
4.  When I arrived the driver was not there, at either RV.
5.  The driver (in the maroon/red truck) was driving around the mobile home park and not parked near the RV's.
6.  I watch the driver drive away while I was trying to get his attention.  If he had not been driving around the mobile home park, I would have seen him and he would have seen me.  He was no where near the vehicles while I was waiting.
7.  As the tow truck driver was driving (in the red/maroon truck) away he was also on his cell phone.  That is a violation of your policies.
8. Why ask for a license plate number if the person is not willing to pay attention and look.

*  If the tow truck driver did not see anyone at the vehicle ??  since he didn't know which one... and was driving around the mobile home park and not at either vehicle, didn't check the license plate or even bother to look at the obvious name on the vehicle - why did he wait 10 or more minutes to call the dispatch  about the problem, and why did he not call me?

*  I clearly put on my request that the main battery needed jumped and the secondary battery needed replaced.  This was a (red/maroon) tow truck, not someone that could replace a secondary battery.  I know this because one of the other members on my account had a person that came out that could replace the battery and was not driving a tow truck but another vehicle carrying batteries.  I guess the ability to read and dispatch the correct vehicle was challenging.  I also believe I said the vehicle did not need towed.  I made this request wanting to take advantage of your battery warranties and ease of having the battery replaced while sitting where it is.  

*  I have called AAA about the RV coverage, I have not been sent anything on what is covered as far as the RV coverage.  All I have received is car coverage information.  When I called to ask about the RV coverage, the lady said towing the vehicle may not be covered.

I need some answers about the RV coverage.... what is covered?  Where is the documentation?

I have always had excellent/awesome service from AAA until today.  I was called a liar by someone at AAA because if I wasn't at the RV, I would not be able to describe the truck color and that it was a tow truck and not one that carried extra batteries.  Obviously the tow truck driver was not at either RV, because I watched him leave. 

Is this the service/support that I am to expect by adding RV coverage?  There were only 2 RV's at the location, what happens if I call and am at a campground?  Is the driver just going to drive around and not pay attention to details and then call and say he cannot find me?

Please let me know so that I can look for someone else to provide roadside service.  I know I might have to pay more from someone else for coverage, but I won't be called a liar and have people that cannot read dispatching calls and drivers aimlessly driving around that cannot read.

I am contacting the Better Business Bureau with this complaint.



Consumer Response:

I have tried returning the calls of ****** ****** ###-###-#### by calling back twice.
 
I am unable to receive personal calls during the day because my employer does not allow personal calls and I am required to receive calls for my employer.  I try to call ****** during my lunch and he must be at lunch also or busy.
 
If he could send an email that would work out better since I cannot make personal calls.
 

Business Response: Unfortunately the member and myself (****** ******) were able to arrange our schedules so that we would both be available so the following is a copy of the email that was sent to her.  Thank you. Ms. ******.   Thank you for attempting to make contact with me to discuss your concerns with the service you requested recently. I am sorry that we have not been able to connect via telephone but I do appreciate you allowing us to contact you by email for this matter.    Upon reviewing your request for a jump start for your Ford Majestic motor home I wanted to respond to your concerns. I am showing that you requested assistance using our online service at 5:14 PM. At that time the information was processed in our Automotive department and the call was assigned to one of our contractors, ********* Automotive, based out of Marion, Ohio. Our dispatch center relayed the call information to that facility at 5:19 and that facility advised us that they would be there within 45 minutes. Luckily, they had a truck become available sooner than expected and responded to your location at approximately 5:30 PM.   At 5:41, the service provider called back into our dispatch center and advised that he had been on location for about 10 minutes, tried to call you with the number given and the call went directly to your voice mail.  He also advised us that there was not a member near either of the two RV’s (recreational vehicles) that were by the office to the mobile home park.  We immediately called your number from our office and left a message that the driver was on location, said that the service provider was not able to locate you and that there were two RV’s there. The message also asked that you go out to meet the driver.  Although the driver was on location at that point for about 10 minutes, we asked that he wait another five to ten minutes before going on to his next service request if he was unable to locate you.  At 5:48, the service provider called us back to advise that you had still not arrived and we gave him permission to mark that call as a Gone On Arrival (GOA) and released him to go on to the next person needing service. At 6:03, you contacted us again via telephone and advised that as you were pulling into the location where the RV was located, the driver was pulling out. Our dispatcher tried to explain that provider did wait at the vehicle but could not find you even after we called to advise you to go out to the vehicle.  Unfortunately the driver had to go on to the next service call. The dispatcher did however offer to arrange service and explained that he should still be in the area so the wait time should be minimized and also said that we would accommodate your request that the driver call five minutes prior to arriving. As the dispatcher was placing that service request with ********* Automotive, I understand that you did cancel this request for service. To address the concerns you highlighted in your Better Business Bureau submission:  Our automated system does give updates to members based on the estimated time of arrival (eta) of the service providers so that call was placed to advise you of the original eta given by the service provider. This message explains that service will arrive within the time allotted, so please be available. When our dispatch personnel was discussing this matter with you, I assure you that it was not our intention to imply anyone was lying, but was only explaining the situation as we knew it and was told by the service provider. As for there being two RV’s at that location, that does not actually make a difference as he reported they were both together there so had the you arrived prior to him going to the next service request, service would have been provided to your vehicle without incident. We did not say that “he didn't know which one was the right one”.  As the provider was leaving and going on to the next member needing service, and you were arriving at the location, the driver has reported to us that he did not see you or he would have stopped and provided the battery service. We assure you that AAA is a staunch supporter of safe driving for both our own fleet and our contractor network. In fact, we have recently begun disabling our Smartphone data devices if the service vehicle is traveling at or above four miles per hour. Therefore, for those service providers dispatched using our hardware, they are required to pull over and take the service calls. If the driver was on his cell phone while driving out of the park, while not illegal at this time, that  is something I will have our field staff discuss with them as we always want our service people to drive without distractions and to be as safe as possible at all times.     As you have requested, I have sent a copy of our membership brochure highlighting the AAA Plus/RV coverage to you and I have created an in-house report so that the results of this matter can be documented.    As I have not been able to verbally discuss this matter with you, I would like to take this opportunity to apologize if you  feel that there was any error on AAA’s part in your inability to obtain service. I assure you that it is our intention to service every member as quickly and safely as possible, and that the provider was only given permission to go on to the next call so that we could take care of the next stranded motorist.   Should you wish to discuss this matter in detail, I can be reached by email or telephone during normal business hours.   Thank you for your time.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday, 6/19/13 I was driving from ******** ** to ************ ** via I70. One of my tires blew out and I called AAA at 7:24 AM requesting service to put on the spare tire. At 8:19 AM I received a return call from AAA telling me that no one was available to respond to the call for service. I was fortunate that an IN state trooper came along and put on the spare for me and gave me directions to the nearest tire store so I could get a new tire. I called AAA the following day to a) file a complaint about the fact that they left me on the side of a busy highway to fend for myself, and b)find out how they plan to compensate me for that fact. I received a return call from someone on Thursday promising me that he would call me back and I have still heard nothing from them.

Desired Settlement: I paid my annual AAA fee of $90 on 5/31/13 and the first time I call them for service I get nothing. I want a full refund of my fee.

Business Response:

Good morning.

I am responding to this matter on behalf of AAA Ohio Auto Club and **** ***********.

I contacted this customer (member) and explained that we have spoken with our counterparts in ******* that handles the area where she was located and learned that at the time of her request, all AAA contractors were already on other service requests and were initially unavailable to get service out to her in a timely manner. In fact, they also tried contacting non affiliated facilities to try and get her service but were unable to locate one at that time. They eventually contacted the local Sheriff's department about 30 minutes after the members request for service, to see if they could send someone out to assist her. The AAA affiliate learned at that time that an ******* State Trooper was aleady on location assisting her so the call was cleared as "no service provided" 

While we always try to provide AAA directed service to a member when needed, we do realize that there are times and locations when AAA is not available. In those instances, we do allow for a member to obtain their own service, submit their receipt to us, and we will cover a refund up to the limits of their membership. I did explain this to the member should a situation such as this occur again.  *** ********** did not request that her membership be cancelled but did thank me for my call and apologies but explained that she may not renew her membership at the end of her current membership year. Shortly thereafter, she terminated the conversation as I do think she was at work and had to return to her duties.

Should there be any additional response from *** *********** please feel free to contact me at ***** or ###-###-####, or contact ** *********** at your convenience.  

Sincerley,

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

 

Consumer Response: The individual who called me this morning from AAA did not at any time offer to refund my membership fee nor did he indicate in any way, shape or form that he believed that was going to happen.  I thought the only option I had was to tell him I would cancel my membership when it comes up for renewal.  What he wrote in his response is simply misleading.  I would prefer to receive a refund of my membership fee and find another company for my roadside service.

Regards,

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






























Business Response:

Good afternoon.

It is true that an offer was not made as the member decided to terminate the conversation before an offer could be made, but please be assured that our apologies were offered. As per her request, her membership has been cacnelled and a check for $90 for both her and her associates membership will be mailed to her.

Sincerely,

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

 

Consumer Response:

I have reviewed the response made by the business and find that this resolution is satisfactory to me.  Hopefully the refund check comes in faster than their roadside assistance in Indiana.

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

6/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The consumer's car broke down and she had AAA come for the repairs. AAA replaced the water pump in
the vehicle and did not do the job correctly. The consumer states that the vehicle later broke completely
down a week later and the company is not willing to give her a refund. The consumer paid $575.
Consumer dealt with the AAA location at 2400 Sobeck Rd Columbus, OH 43232

Desired Settlement: The consumer wants her money back.

Business Response: In response to Ms. ******s complaint. We evaluated the situation and found that the expressed warranty from the original repair indicates that AAA is to have the opportunity to correct any issues that may arise from a failure in any repair. AAA was not given that opportunity so the expressed warranty would be void and any offer to resolve this issue would be as a goodwill gesture on our part. AAA as a company has decided to refund the entire amount as it relates to the original repair as a goodwill gesture and apologize for any inconvenience as a result of this situation.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had received an ad from AAA to promote a new membership where we can buy 1 membership and gift the other for free. I went on the link and filled out my information as well as the gift recipient's name. After completing, our confirmation email doesn't indicate any other instructions. I called to inquire why after a month later that my membership card hasn't arrived. It turns out that I had to sign up with a follow up promo code in order to receive my own membership. Where was that on the original sign up sheet?? Who would gift someone without expecting something in return anyway??After calling AAA, they said that since the promo code has expired, nothing can be done (even though the original sign up sheet doesn't indicate clearly these instructions that they speak of). After stopping my membership for several years, I had contemplated being a member again. After this experience, it was proven to me that customer service sucks through AAA and I will make sure that everyone that I talk to (including my gift recipient) is well aware for future experience.

Desired Settlement: To simply reinstate my membership that I thought I had paid for

Business Response:

The membership was reinstated to the customers satisfaction.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took my car in for service and after I got it back, I realized (two weeks later) that my cruise control was not working. I told them it must have happened when they fixed my car but they said since it was two weeks ago, it would not be covered by them. They said I should have brought it in right after it was fixed the first time. Well, I had no reason to go on the freeway and use the cruise control until the two weeks was up. And later that week, the lights on my dashboard went out. I cannot see how fast I am going or anything. I think it might be they disconnected the fuses or bumped them or something, but I just don't want to have to wait for 2 hrs. again and be charged another large amount for them to check it.How can you help me with this?Thank you.

Desired Settlement: I would like them to check under the hood for me and not charge me a lot of money to do it.

Business Response:

Following are notes from our contact with Mrs. ****** by the Care Care Center manger.
 
I called and spoke with Mrs. ****** this afternoon, she is elderly and may not have a grasp of the time frame.  She told me that a couple of weeks after the repair to her ignition lock cylinder on January 30, 2012 (One year ago) she noticed the cruise was not working.  She said she mentioned this when she brought her car in "a few weeks later" (actually May 23rd) but she did not think we checked it at that time as nothing was written on the repair order. Some time after that she noticed that the dash lights were not working and she assumes that this also must be related to the replacement of the lock cylinder.   
 
I apologized to her for any mis-communication and assured her that we would be more than happy to inspect her car at no charge and that, if we found that any necessary repairs were related to the lock cylinder, it would be repaired at no charge.  If it is not related to the lock cylinder we will give her an estimate on what it will need to fix the problem(s). She is going to bring the car in on Friday and we are going to give her a ride home, so she does not have to wait, and pick her back up when it is done.
 
We believe a resolve will be obtained after the Friday inspection.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: She got some advertisement about her AAAMembership. She said it said she could buy one get one so she called them to do that and they would not let her do it because it was not time to renew her membership and the person she wanted to add is already a member and she was going to extend their membership. They would not do either. She was not happy about that and she wants to renew her membership now and add the person she wanted to add.

Desired Settlement: She wants to renew her membership now and add the person she wanted to add as the adverstisement does not say she cannot to do that.

Business Response:

We have contacted and accommodated Ms. ******s request as of November 20, 2012.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I telephoned the AAA office, followed immediately with a personal visit wherein I was lead to believe that I was applying for one year of coverage with the American Automobile Club. We specifically discussed the nature of my membership, the term of my membership, and the payment rate (one year, AAA Plus, to extend from 11/3/2012 thru 11/04/2013). I was assured that these were the terms of the agreement; the person took my credit card information, and charged me for a "one-year coverage period". I now find that this was a TOTAL (and intentional)MISREPRESENTATION, that the "one year" that she was contemplating involved (expiration date 1/31/2010). I did not intend, nor did the company inform me that this transaction involved any "past months" or that there would be any charges for past months. She specifically stated otherwise (I could not have benefitted from any "coverage" for those past months since my earlier membership had elapsed, my cards would not have been honored). I did not wake up Saturday morning with the need to give away my money; I have roadside coverage with my automobile insurance, and would not have bothered with these people if I was aware that they were so deceptive and dishonest. I CERTAINLY DID NOT PAY $150.00 FOR TWO MONTHS "COVERAGE".

Desired Settlement: This, to me, is credit card fraud, and I ask that you treat it accordingly. I would like my original agreement to be honored: AAA PLUS membership from 11/date-of-issue/2012 thru 11/???/2014. Alternatively, I would like to have my credit card refunded. Also, I would ask that you post this complaint to your website.

Business Response:  ******  ***** was contacted by our Membership department and arrangements made to satisify her concenrs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AAA advertises 24/7/365 Emergency Roadside Service. On 9/16/12 I needed a two. AAA advised me that because it was a Sunday afternoon and I was in a remote location, they couldn't find anyone to give me a tow. My plan was to tow the car to a local shop for repair which would have cost me nothing. Instead I had to return home, without my car. On 9/17/12 was forced to have my car towed to my home which cost me $317.58. Since my original complaint to AAA, the tow company has refunded me $82.20 for overcharging for the tow so my net cost came to to be $235.38. AAA has falsely advertised 24/7/365 Emergency Roadside Service which they have failed to deliver and after my complaint, ****** from Worthington AAA said they do not guarantee 24/7/365 Emergency Roadside Service. I pay to have my daughters covered by AAA's 24/7/365 Emergency Roadside Service and I am horrified to think that they could be left stranded somewhere because AAA does not live up to their advertised promise.

Desired Settlement: When I first contacted AAA with this complaint I asked for reimbursement of $317.58. (Again I have since received an $82.20 refund from the tow company so I would have settled for $235.38. However, due to AAA's disregard for my complaint, (I received no response to my last letter to Mr. ****** *********, President and CEO AAA Heathrow, FL 32746) I would like to include my membership dues for the last 11 years of $844.00 as I now realize that AAA has never actually covered me for 24/7/365 Emergency Roadside Service as advertised. In short I would like a check for $1,079.38 ($235.38 + $844.00) from AAA.

Business Response:


This email correspondence is in response to the complaint that Mr. ******* filed with the Better Business Bureau due to a delay he experienced recently in **********, Ohio.
 
On September 16, 2012, Mr. ******* contacted AAA and stated that the key would not turn  in the ignition of a 1996 Toyota Camry at ***** * **** *** **** in **********, Ohio .  At the time of his request, he advised us that he was in another vehicle and that he would go back to the car to meet the driver.   In an attempt to provide service to Mr. *******, we conferenced him with the AAA affiliated club, AAA East Central, that has jurisdiction over that area and a call was placed. At the end of that call, Mr. ******* was advised that his level of membership afforded him towing for three miles, and he would be charged a per mile rate after that, should towing be needed. In addition to him being advised then, we place this information on our website, our magazine, in new member information packets and renewal notices. This policy is:
9. Towing
Emergency service towing is towing a properly licensed disabled vehicle, or a vehicle involved in an accident (refer to paragraph 6) that cannot be started and/or placed in a safe operating condition. A member is entitled to one tow per disablement from the place of disablement without charge to:
A) The contract station rendering the service, or
B) Any point within three (3) miles from the point of breakdown
.  
 
We have subsequently learned that at that time, AAA East Central was unable to locate a AAA provider to assist. All contracted facilities nearby that location were contacted but but unfortunately, none were available at that time.  Every effort was made to communicate this to Mr. *******, and a message was left for him on his voice mail.  
The following morning, Mr. ******* again called for service requesting that AAA tow his vehicle from the ********** location to his Columbus address without charging him for any over mileage costs. He was advised at that time that we would not do that but we could provide the towing service without him having to go back to the vehicle. Towing servcie was provided that day in accordance to membership benefits.
 
Although our goal is to provide road side assistance twenty four hours a day, seven days a week,  there are times and situations where AAA service may be unavailable for various reasons. In these situations, a member may obtain and pay for commercial service and submit their original invoice to us for adjustment. We would then refund the amount that we would have paid a contractor for the member to receive the benefits they are entitled to under their level of membership. Had Mr ******* obtained servcie outside the AAA network he could have entertained this option. This policy is  listed on our website, magazine and membership packets as well and reads as follows:

Reimbursement/Adjustment

17. If you have followed the procedure outlined to obtain emergency road service, and AAA service is not available, or AAA contractor access is restricted (toll roads, limited access highways), the club will provide reimbursement for covered service at the prevailing commercial rate for the region. Reimbursement on restricted access roads may be limited to the cost of towing the vehicle to the nearest exit or responding garage, at the member's discretion. A valid original receipt in the name of the member with the vehicle, outlining service rendered, must be presented at any AAA Ohio Auto Club store within 60 days of the date of service. AAA Plus/AAA Plus RV/AAA Premier/AAA Premier RV coverage extends your protection to include reimbursement at prevailing commercial rates for service you obtain from a commercial facility nearest your location. The reimbursement benefit will apply to all emergency road services except lock and key service, which is covered up to $100 under the AAA Plus/AAA Plus RV and up to $150 under the AAA Premier/AAA Premier RV Lock and Key Service Benefit.

I  did contact Mr ******* to dicsuss his servcie concerns. Mr *******  was advised that although we do apologize for the delay in service, there are times and locations where AAA assistance may be unavailable, the member may obtain their own service,  Mr *******  was also advised that the costs that he incurred for AAA towing beyond the three miles allowed under his level of membership would not be refunded.
 
In closing, I would also like to extend an apology to Mr. ******* for AAA not being able to fulfill his request for service that first day, I also must deny his request for a refund for the charges he incurred and his previous years membership cost as membership benefits were in effect during that time. I assure you that it is our intention to service every member we can up to the limits of their membership and in accordance to our expressed guidelines.
 
Should you have any additional questions, please contact me at your convenience.
 

Manager ,Member Relations
AAA Ohio Automobile Club

Consumer Response: I am rejecting this response because:

1. AAA advertises 24/7/365 Emergency Roadside Service. (See attached screen shots). They did not deliver this service. FALSE ADVERTISEMENT.

2. AAA claims they called all local contractors and no one was available on a Sunday afternoon. I was only 17 miles from Lancaster, Ohio which is a fairly large city. Was an attempt made to contact the "nearest available towing service" ?

3. Had AAA provided me with a tow on Sunday, September 16, 2012, I would have been able to have my car towed to a local garage which would have been free.

4. The only reason I was forced to have my car towed to Columbus was because AAA FAILED TO PROVIDE ME THE ADVERTISED 24/7/365 EMERGENCY ROADSIDE SERVICE.

5. AAA's failure to provide me with the advertised service is why I have submitted this claim and request monetary compensation.



Attached: Letter to AAA 2/27/12, Letter to AAA 10/10/12, 4 screen shots of AAA advertisement.






























Business Response:

AAA Ohio Automobile Club did research the issue and responded in detail. We again apologize for any inconvenience but deny any restitution as service was supplied in accordance to member benefits.
 
Thank you. 



Consumer Response:
I am rejecting this response because:

I have attached 3 pages from the AAA Classic Membership Benefits Guide.

In his response of 11/1/12, Mr. **** ****** wrote, “All contracted facilities nearby that location were contacted but but (sic) unfortunately, none were available at that time.”

 From the AAA Classic Membership Benefits Guide, page 6 (A):

 24-Hour Emergency Roadside Service

 Seven days a week, 24 hours a day, AAA’s extensive Emergency Roadside Service network is ready to assist you.

 From the AAA Classic Membership Benefits Guide, page 9 (B):

 Purpose of Service

Under your membership, emergency roadside service will be provided without charge from the nearest available AAA contract facility.

Mr. ****** writes that “…none were available at that time” yet, the AAA Classic Membership Benefits Guide clearly states, “Seven days a week, 24 hours a day”.

 Seven days a week, 24 hours a day from the nearest available facility means that there is no such thing as none available at this time.

 As Mr. ****** sites from the Classic Membership Benefits Guide, page 11:

 “If you have followed the procedure outlined to obtain emergency road service…”

 See Classic Membership Benefits Guide, page 8 (C):

 How to Obtain Emergency Roadside Service

 …If you are in another location…. simply call 1-800-AAA-HELP….

 Your membership number

 The license plate number and a description of your car

 An accurate description of your car

 I followed the procedures to Obtain service. It was AAA’s failure to provide me with service.

In summary, AAA promises Seven days a week, 24 hours a day Emergency Roadside Service from the nearest available AAA contract facility. They did not attempt to contact the nearest available facility, only nearby facilities which resulted in their failure to provide 24/7 service, ultimately resulting in my having to have my car towed to Columbus on the following day.

 It was AAA’s failure to provide a Member of 11 years with the advertised and promised service that cost me $235.38.






























Business Response:

AAA Ohio Automobile Club has previously researched and responded to this claim in detail. We are sorry for any inconvenience but stand by our findings.
 

Consumer Response:
I am rejecting this response because:



I am unsatisfied with your mediation. Please advise as to how I can escalate this complaint.
































BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/7/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a member of AAA--AAA Plus-- since 1974. 39 years. It states that on my membership card.I own a 24' 1984 Midas motor home. I have owned it since 1987. It has been on my insurance policy--through AAA--since 1987.This past Friday while traveling to **** **** ***** ***** the engine caught on fire. State Highway Patrol and ********* Fire Department came. The motor home is now toast. It was towed by ****** ****** ******* to their tow yard.AAA refuses to pay the towing bill. Nowhere on their website does it state that the AAA Plus membership does not include motor homes. I always assumed it was covered for emergency road service including towing.

Desired Settlement: I would like for AAA to pay the towing bill.

Business Response: This information is in response to the incident for *** ****** ******. I have reviewed this matter and have learned that *** ****** was required to have his Recreational Vehicle (RV) towed due to a vehicle fire on or about June 29, 2012. Apparently on June 29, 2012, the Ohio State Highway Patrol called ****** ****** in ********** **** directly due a fire on his motor home. *** ****** advised ****** ******, who is a AAA service provider, that he was an AAA member. ****** ****** called into our office to verify if *** ****** had AAA coverage for this type of vehicle. Upon accessing his membership records our staff learned that the towing of this motor home would not be covered as ** ****** is a AAA Plus member and not a AAA Plus/RV affiliate that would have afforded him coverage for this type of disablement. ****** advised *** ****** he would be required to absorb the cost for services provided.

*** ****** did call in at a later date and was advised by our Manager of Member Relations, **** ******, that as he chose to only purchase the AAA Plus membership and we would not be able to reimburse him for any costs incurred relating to the motor home. We understand that ** ****** was a long time member and a review of his road side assistance record indicates many services were provided without incident and in accordance to membership benefits for AAA Plus over the year's. We recommend that *** ****** contact his vehicle insurance carrier to see if the service required would be covered.

 

We realize when the road side assistance required exceeds covered benefits by AAA that a customer may be less than satisfied. As a goodwill gesture from AAA Ohio Auto Club should *** ****** wish to upgrade his coverage to AAA Plus RV, at his renewal date, we are willing absorb the upgrade cost for one year at no charge. ** ****** may either call me directly if he wishes to accept this offer or he may let you know and I will process the RV upgrade.

 

Sincerely,

******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085
***** ********

 

 

 

 

Consumer Response:



The pdf. file available online states:

Types of Vehicles Eligible for Classic AAA/AAA Plus/AAA Plus RV/AAAPremier/AAA Premier RV Service

6. The club shall provide service to the following:

Four-wheeled motor-driven vehicles of the passenger, pleasure or recreational type (vans, campers and motor homes), regardless of license plate designation, if those services can be safely delivered.

In addition, in their side-by-side benefits comparison, NO WHERE DOES IT STATE that RV coverage is not provided.

It's a simple 24' Class C motor home, with a Chevy Chassis--used on any Chevy truck of that era (1984).

I find their offer to provide a free year of AAA Plus RV Service to be rather snarky--given the motorhome was destroyed.



Regards,

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






























Business Response:

 

We are sorry to hear Mr Goffee is not satisfied with our offer to upgrade his membership to AAA Plus RV as a goodwill gesture for next year. AAA service does provide assistance for motor homes , as he states,  but may exclude towing. AAA Plus/RV provides the full package of Classic emergency road services as well as Plus extended benefits for motor homes. These benefits are well defined in our membership information and we  stand by our original response that no refund is due Mr Goffee for services rendered under his current AAA benefit package. Should Mr Goffee wish to accept our offer of a membership upgrade for next year let me know within fourteen (14) day's.

 

******* ***********, Director Automotive Servcies.

 

 

Business Response: We are sorry ** ****** believes we have not provided the assistance he claims to be entitled to. We have clearly explained our position to this issue and provided a detailed response that *** ******* road service event ,for the vehicle serviced, did not qualify for AAA assistance under his Plus membership status. ** ****** being a long time member has been taken into consideration for this issue. The goodwill offer for a free PlusRV upgrade upon ** ******* renewal date still stands. 

Consumer Response:
I am 61 years old.  I have NEVER filed a complaint with BBB before.

In my 39 years of having membership with AAA-Ohio AND having insurance through AAA I have NEVER filed a complaint.

AAA-Ohio states:

Types of Vehicles Eligible for Classic AAA/AAA Plus/AAA Plus RV/AAAPremier/AAA Premier RV Service

6. The club shall provide service to the following:

Four-wheeled motor-driven vehicles of the passenger, pleasure or recreational type (vans, campers and motor homes), regardless of license plate designation, if those services can be safely delivered.

In addition, in their side-by-side benefits comparison, NO WHERE DOES IT STATE that RV coverage is not provided.

It's a simple 24' Class C motor home, with a Chevy Chassis--used on any Chevy truck of that era (1984).

I find their offer to provide a free year of AAA Plus RV Service to be rather snarky--given the motorhome was destroyed.

This is written in the BBB information:

BBB Code of Business Practices (BBB Accreditation Standards)
3. Tell the Truth
Honestly represent products and services, including clear and adequate disclosures of all material terms.
An accredited business or organization agrees to:

A. Make known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts. (emphasis added)

Once again, AAA states:

6. The club shall provide service to the following:

Four-wheeled motor-driven vehicles of the passenger, pleasure or recreational type (vans, campers and motor homes), regardless of license plate designation, if those services can be safely delivered.

Again, I am 61 years old.  I have NEVER filed a complaint with BBB before.

In my 39 years of having membership with AAA-Ohio AND having insurance through AAA, I have NEVER filed a complaint.








Regards,

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






























Business Response:

We will refund the towing service due to ** ****** being a 39 year member. The interpretation of our membership information has been explained and we stand by the content as written. I will have someone from our staff contact *** ****** within seven business day's for invoice  processing.
 
Thank you,
 

******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085


Consumer Response:

I have never asked to be reimbursed for the towing service.

I ask that AAA reimburse the towing service (******* ****** ******** ***** *********** *** ********** **** ****** ************)--an AAA towing service--for the towing service provided.



Regards,

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


Business Response: We Will contact ******* ****** and pay them directly as was requested.

******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085

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

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me, provided Lloyd's towing is actually paid.

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9-10-12 I called AAA to have my 98 2500 truck towed. The company refused to tow my truck under my valid paid membership. I was then transferred to a ****** ******, ###-###-####, do to the fact I was not accepting that AAA would not tow my truck under my paid membership. I explained to Mr. ****** that I was a AAA Plus Member since 1999 and that same truck that they refused to tow had been towed before by AAA without incident. Mr. ****** continued to refuse my request for the tow but offered to tow the truck for an additional fee of $175.00. Mr. ****** stated that the reason he would not tow the vehicle is because it did not have a "regular truck bed". This is not acceptable to me as their customer. Due to the fact that the same truck had been towed before under my paid membership. I was already under stress due to the breakdown. The fact that AAA & Mr. ****** refused to service me and help me in this situation put me under severe stress. I pay AAA a yearly fee so I will not be under excessive stress if my vehicle breaks down. The fact that AAA refused my request and left me in a terrible state without help has been a very bad expierence. Additionally I do not understand how this company carriers a A+ Rating with over 30 complaints over the last 3 years?!

Desired Settlement: I want reimbursed $160.00. That is the fee I had to pay another company to tow my truck to get me out of my situation. I also want an apology from the company and ****** ******.

Business Response: This correspondence is in response to the concern that Mr. **** **** filed with the Better Business Bureau of Central Ohio concerning AAA Ohio Auto Club road service policies. 
Mr. **** contacted our office on September 10, 2012 requesting towing service for a 1998 Chevrolet dump truck. Upon learning that the vehicle needing service was not a four-wheeled motor driven vehicle of the personal, pleasure or recreational type (which is explained in our literature as being the type of vehicle eligible for coverage), Mr. **** was advised that towing of the vehicle was not covered under his AAA membership. As he would not accept that decision from one of our call receivers, Mr. **** was transferred to Mr. ****** ****** in our Member Relations department. Mr. **** was again advised that towing his dump truck is not a covered service. Mr. **** did indicate that we have serviced his truck before to which Mr. ****** replied that we should not have done so as dump trucks are ineligible for AAA directed towing services. At that time Mr. **** was offered to either absorb the cost of AAA directed assistance or he could make other arrangements and was given the name and number of one of our independent contractors. Mr. **** opted to obtain service elsewhere.
I have reviewed our records for **** **** and have learned that we have serviced vehicles under the membership in the past, but none were listed as dump trucks. In fact, during one of Mr. **** ****s other service requests in September 2011, he was advised that as the vehicle needing service was too large for a regular wrecker and special equipment was needed, so it would not be covered by AAA.
Ms. *******, as always, I assure you that had the service requested fell within our guidelines, service would have been provided without incident. We understand that a vehicle disablement is never an event anyone is fond of. We are sorry Mr. **** is unhappy with our policy and what vehicles we cover for assistance.
Should you have any further questions or concerns, please contact me at your convenience.

Consumer Response:

I pay AAA money every year so when my vehicle breaks down I can have it towed.  AAA refused to do this.  I do not accept their responce.  I have been paying AAA for 13 yrs for this service.  They refused to tow the same vehicle they had towed before.  I have not seen or signed any policy from AAA that verifys there statements.  I received very poor customer service.  Again why does this company show such a high rating with so many complaints?
































BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

9/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed my son up for AAA basic towing service and was told we had 4 tows per year. My son had an issue with radiator fluid leaking from his car so I signed him up so that if he couldn't make it to the shop he could get it towed. By the time my son got around to taking the car to the shop we had noticed that almost all of the fluid had leaked out of the car AND a belt was also off the car so my son called to have it towed. I was told when I signed my son up that either him or I could call in. He is a young driver and is shy. I was also told that the tow truck driver could try to find out what the issues were with the car before towing. Apparently the tow truck driver did not notice that the frame was bent on the car even though he had to get under the car to put the hook on there and pull it on the flat bed. They got lost going to the shop and charged us $13.50 more for extra mileage. They failed to verify the physical address of the shop and the driver said he knew where he was going. Then the shop they towed it to said they could not work on the frame and we had to have it towed again to a body shop. AAA told us they could not count this as a different issue and had to charge us another $63.00 for another tow. We had NO choice since the car could not be driven. I feel if they would of told us the frame was bent we could of had them tow it to the body shop the first time. The second tow took 3 hours. I called at 5:30pm on August 8th and they called me at 6:40 to tell me that I should meet the tow truck in 45 mins. I got to the shop at 7pm and the tow truck was sitting next door for 20 mins but never came over. I called AAA and they said that was the correct towing company but we would get a different driver. I had to wait another hour and a half for the truck to come. **** at AAA said he would put in a complaint and see if they could refund the tow price. I called and spoke to ******* ****** the next day and she said they would call me back within 72 hours. They never called about this issue.

Desired Settlement: I feel since they promised to look seriously at this issue that they should at least refund the $63.00 for the second tow. Because of them not being honest with us about the issue with the car AND the fact that I had to wait alone in a parking lot at night for a tow truck to come. Also, the tow truck driver told me that AAA had canceled the tow and then called later to order the tow again. I am a single mom and can not afford to be charged this much for something that was mishandeled.

Business Response:


**** *********** has asked that I respond to you concerning the BBB complaint filed by *** *******.

*** ******* chose to sign her son, ******* *******, up for a AAA membership at 7:49 PM on August 7, 2012 as his vehicle was broken down and in need of towing to a repair shop. On August 8, 2012 at 9:36 AM, a call was placed into our call center requesting towing service for her son's vehicle. A AAA contracted facility responded to that request and did meet her son at the breakdown location. After securing the vehicle for towing, that contractor towed the vehicle to the location that she gave our call center but was not able to find the ******* **** ****** ****** there. Upon calling *** *******, the driver was able to ascertain the correct address for her choice of repair shops and proceeded to continue the tow to the proper destination. As the driver did not become lost, but did go to the location that *** ******* gave us and then to her repair shop once learning their correct address, there was additional mileage costs owed to the driver for mileage beyond the three that is allowed under a AAA Classic Membership.

AAA does promote an On-The-Go strategy where we do try to get a member's vehicle running safely under its own power by providing minor mechanical repairs or adjustments. Unfortunately, we are unable to determine whether or not a vehicle has frame damage. That is best suited for service at a place of repair where a thorough examination of the vehicle can be performed. If a members vehicle cannot be placed in a safe operating condition, then towing can be provided to the members choice of locations. AAA does allow one service per disablement to be provided to any member requesting service. Additional towing service can be provided at the AAA preferred rates dependent on the type of service needed. That is why service was provided for a fee for the second towing service.

Please note that although we do charge an additional $25.00 Emergency Road Service Right-A-Way fee if a member joins with a pre-existing condition, this charge was not charged to *** *******. Had we known that the vehicle was broken down prior to joining, the fee would have been charged. In light of the situation, we have chosen not to enforce that charge.

Upon review of this matter, *** *********** and I are in agreement that *** *******, and her son, was charged correctly for the service provided and in fact, received an undeserved discount on the AAA Classic Membership. As we have already explained to *** *******, we will not be refunding any charges she incurred.

Should you have any additional questions or concerns both *** *********** and myself would be more than happy to discuss this matter with you.

Sincerely,
****** ******
Manager
Member Relations
AAA Ohio Auto Club
90 East Wilson Bridge Road
Worthington, Ohio 43085
****** ************
*******************

Consumer Response:

I am rejecting this response because: For some reason the facts keep getting distorted by ******. Not too sure why they keep having him handel this situation. He has been rude from the start. As I explained before, I initally gave the dispatcher the address of ******* **** on *********** road . The dispatcher should of gotten the physical address since I was at work and could not get it and that would of taken care of the overage in miles. Maybe they want there to be confusion so they get more money.  As far as the second tow which took 3 hours. I was told by the tow truck driver that the tow was canceled by AAA and then they were called back at a later time. Why they did this I dont know. I had to wait an hour and a half after the time the phone message said to meet the tow truck driver in a bad area by myself. The service was not supplied as promised. My son's car was driveable when I called AAA on the 7th we knew about the leak but thought he could drive it the 3 or 4 miles to the shop. I said we should sign up for AAA in case the car didn't make it. But it was only 3 or 4 miles so I thought we would be ok just wanted the back up plan just in case. The next morning when my son was able to go was when he noticed the car would not make it even the 3 miles since all the fluid had then come out and the belt was on the ground (which I also had not noticed). I was told we would get 4 free tows a year. That is what I was told.  The car had to be towed the second time obviously.  They need to do what they promise their new members. Now I know why they have 27 complaints on the BBB web site and why ****** is SO rude. He doesn't care about a single mom with 3 kids he just cares about his pay check!! I will tell everyone I know about what AAA did to me and my family at a time when my son can not find work and my hours were cut. If I knew all this would happen I would of just called my insurance agent and had towing added to our policy. They dont limit you to 3 miles either or 4 tows. (or one in our instance). Thanks alot AAA!!!!!


Regards,

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
























Business Response:

**** *********** has asked that I respond to you concerning the BBB complaint filed by *** *******.
*** ******* chose to sign her son, ******* *******, up for a AAA membership at 7:49 PM on August 7, 2012 as his vehicle was broken down and in need of towing to a repair shop. On August 8, 2012 at 9:36 AM, a call was placed into our call center requesting towing service for her son's vehicle. A AAA contracted facility responded to that request and did meet her son at the breakdown location. After securing the vehicle for towing, that contractor towed the vehicle to the location that she gave our call center but was not able to find the ******* **** ****** ****** there. Upon calling *** *******, the driver was able to ascertain the correct address for her choice of repair shops and proceeded to continue the tow to the proper destination. As the driver did not become lost, but did go to the location that *** ******* gave us and then to her repair shop once learning their correct address, there was additional mileage costs owed to the driver for mileage beyond the three that is allowed under a AAA Classic Membership.
AAA does promote an On-The-Go strategy where we do try to get a member's vehicle running safely under its own power by providing minor mechanical repairs or adjustments. Unfortunately, we are unable to determine whether or not a vehicle has frame damage. That is best suited for service at a place of repair where a thorough examination of the vehicle can be performed. If a members vehicle cannot be placed in a safe operating condition, then towing can be provided to the members choice of locations. AAA does allow one service per disablement to be provided to any member requesting service. Additional towing service can be provided at the AAA preferred rates dependent on the type of service needed. That is why service was provided for a fee for the second towing service.
Please note that although we do charge an additional $25.00 Emergency Road Service Right-A-Way fee if a member joins with a pre-existing condition, this charge was not charged to *** *******. Had we known that the vehicle was broken down prior to joining, the fee would have been charged. In light of the situation, we have chosen not to enforce that charge.
Upon review of this matter, *** *********** and I are in agreement that *** *******, and her son, was charged correctly for the service provided and in fact, received an discount on the AAA Classic Membership. As we have already explained to *** *******, we will not be refunding any charges she incurred. Should you have any additional questions or concerns both *** *********** and myself would be more than happy to discuss this matter with you.
Sincerely,


**** ******
Contact me if you have any questions.


******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
************ **** ***** ***** ********
************************

Consumer Response:

I am rejecting this response because:Like I said before the car did NOT need a tow when I first called. All the fluid did not drain out until the next day which is when my son called. I was told when I joined for my son that he would have 4 towes over the course of the year. We should of been given the second tow free of charge since we had NO CHOICE but to have the car towed the second time. The first shop said they could see the frame was bent by just looking under the car. The tow truck had to attach a hock to the bottom of the car and should of seen that the frame was bent.  Even if he missed that we should of gotten the second tow free of charge and had that counted as our second tow. We were told we had 4 tows per year. Not sure why they tell you one thing to get you to join and then do something else once you are a member. It is bad enough we had to pay for overages in miles since they did not get the physical address for me when I asked them to. I told them ******* **** **** ** on *********** road. I was at work when the dispatcher called  me and she even said I need the physical address and I told her I was at work and couldnt get to the internet. Why couldnt she do that for us so there would not be an overage in charge. Seems they are not willing to compromise about anything here! I will NOT renew my son's membership. I was going to join as well but have decided NOT to for sure!!! You have my permission to post this complaint so someone else with a son with special needs is NOT talke advantage of as well!!!
































Business Response:

We are sorry *** ******* had vehicle troubles. Event's such as those are never welcomed especially during difficult economic times. We do understand and appreciate the dynamics of her family situation as well. However, we can only find in this instance that AAA Ohio Automobile has fulfilled our obligation and no further action is warranted. I wish our Automotive Member Relations area would have been better prepared to prevent an escalation of this issue to the BBB. I will be evaluating the original conversations with our representative's to determine if we could have done a better job responding to *** *******. Please express our sincere apology for any misunderstanding.

 
Sincerely,
 
******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085
***** ********
************************

Consumer Response:

I was told they have allready reviewed the tapes. And I feel if they indeed did review the tapes (especially the night I was stranded for several hours waiting on the tow truck that AAA canceled and then recalled) they would see that they should indeed refund the $63.00 that I was forced to pay for the second tow. I still feel they should allow the second tow since the sales person told me I was aloud 4 free tows a year. If they are truely sorry they would refund the money. I don't believe they care at all. They need to put the money where their mouth is or they are all talk and no action. I am sorry too! Sorry that they treat people like this!!

*** *******






















Business Response:

I have again reviewed the situation concerning *** ********** concern. AAA provided service in accordance to member benefit's and no further consideration should be given. I'm sorry that ********** believes we have not addressed her road side assistance need's and that  we are at an impasse. I am offering at this point that we cancel and refund her membership fee for this current year and she may seek another roadside assistance entity that may more closely align with her expectations. Please let me know and I will process a membership refund within seven business days.  I'm truly sorry *** ******** believes she has received less than expected assistance form AAA.
 
Sincerely, 
 
******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085
***** ******** ********************

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Please refund the full $50.00 we paid for the yearly membership (and obviously cancel the automatic renewal that saved us $5.00 on our membership).  Most companies will allow a full refund if new customers are not satisfied. By the way I have called other road side assistance companies like **** *** and they said they would NOT have charged us for that second tow. I explained the whole situation about what happened and they were suprised that AAA would not give us the second tow free of charge and just count it as one of our free tows. They also said the 3 mile limit per tow is a joke. I agree. Shame on you AAA I thought you were the best.  I was very surprised... what goes around comes around.

 




















Consumer Response:

Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #*******. Thank you for your help!!

Also, 
I forgot to thank you for your help. I did get the $50.00 credit yesterday. I still feel we should of gotten that second tow free of charge. But it is over and I will move on thanks to you!! Thank you SO much!!

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchase Information: Problem Area: Towing Purchase Date: 8/15/2012 Total Price: $250.00 Disputed Amount: $0.00 Amount Paid So Far: $0.00 Description: My vechile was towed by AAA auto club on 8/15/12 at 3:05 pm to******** **** ****** at **** ******** *** ********** ** ***** by 2 AAA drivers. On 8/20/12 when I picked up the vechile from ******** **** ******, I discovered that the car stero system had been stolen. I advised******** **** ****** and AAA Auto Club that the car stero system had been stolen. Both parties advised that they were not liable for the damages. I have filed a police report with **** ****** Police department with Deputy ***** ****** ** ** ************* regarding the theft.

Desired Settlement: Satisfactory Solution: I would like reimbursement of the car stero system.

Business Response:


** ****** placed service a request to our office on August 15, 2012 to request towing service for a 1988 Volvo at approximately 3:00 PM. Towing service was provided from ******* ** in ******** **** to ******** **** ****** at **** ******** ** in ********** ****. The call was completed at 5:30 PM as a successful tow. ** ****** called our office on August 20 at 6:00 PM claiming that the Shop owner of ******** **** ****** informed him on August 20 that he found the vehicle 20 minutes after the completed tow on August 15 but the damage to his dash board was done at that time. On August 22 our member relations department contacted *** ****** and informed him our investigation did not indicate any involvement occurred with an AAA representative. Additionally, we questioned why ******** **** ****** waited 5 days to notify him of this. We informed ** ******* that we are sorry for his situation he needed to make a police report with the **** county Sheriff and turn in a report to his insurance company for evaluation. ** ****** verified with us on August 22 that our AAA representative presented him with the key's at ******** **** ***** upon completing the tow with no indication of this event taking place while in AAA custody. We believe our investigation clearly indicates we have no involvement with the stolen items as indicated.


******* ** ***********
Director,Automotive Services
AAA Ohio Automobile Club
90 E. Wilson Bridge Rd.
Worthington, Ohio 43085
***** ********
************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 12, 2012 at approximately 2348hrs I was traveling north on SR 747 in Liberty Twp, OH when my right front tire went flat. I stopped at the United Dairy Farmers located at the corner of SR 747 and Princeton Rd. I looked in my vehicle for a jack to change the tire and could not locate one. I then called AAA for assistance. A tow truck was dispatched and arrived at my location at approximately 0100hrs on June 13, 2012. The driver was instructed to take my vehicle to the Bob Sumerel location on Princeton Rd. in Fairfield Twp, OH. I left the scene after giving instructions and prior to my vehicle being put on the flat bed. I went by the location that I wanted my vehicle taken to on my way home and found out that the shop I was thinking about was not a Bob Sumerel location. I called AAA and had them tell the driver to take the vehilce to the Bob Sumerel location on SR 747 in West Chester, OH. Later that morning at approximately 0845hrs I went to the Bob Sumerel location to check on my vehicle. As I spoke with the manager about my tire, we went outside to see if the tire could be repaired. That is when both myself and the manager noticed damage to my vehicle. The right front tire was scraped and the right fender was scratched. The tire and fender were in perfect condition when I left the vehicle that morning with the tow driver. The employees at Bob Sumerel had not touched my vehicle until I arrived.

Desired Settlement: I want the damage to my vehicle to be fixed. I have spoken with the manager of the tow company that AAA contacted and he stated that there is no way possible that they could have caused the damage. The vehicle was in their possession when the damage happened. I did not contract with that particular tow company, my contract is with AAA and they are responsible for their contractors.

Business Response: We have no record of Mr. ****** in our system, if he can provide contact information for the AAA office that he dealt with we can try to assist. Thanks.

Consumer Response: 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. The office that covers liberty twp in butler county handled the call [To assist us in matter to a close, we would like to know your view on the matter.]    

Business Response:

Mr. ******'s service request was handled by The Ohio Automobile Club located at 90 E Wilson Bridge Road Floor 1, Worthington, OH 43085.  The Ohio Automobile Club can be reached by phone at ###-###-####.

Mr. ******'s complaint was filed against AAA Allied Group located at 15 W. Central Pkwy, Cincinnati, OH.  AAA Allied Group does not have access to the road service records of The Ohio Automobile Club.  

The complaint should be transferred to The Ohio Automobile Club for resolution.  AAA Allied Group will advise The Ohio Automobile Club of Mr. ******'s complaint and of the pending BBB complaint that will be sent to its attention.

Thank you.

Business Response: On June 13, 2012 at 12:02 AM, Mr. ****** contacted AAA and requested towing service due to a flat tire on his 2011 Ford pickup truck. *****'s Towing one of our AAA providers responded to this request and towed his pickup to his choice of location, Bob Sumerel Tire in Union Center, Ohio.?   At 9:08 AM, we received notice from Mr. ****** that he believed that the driver somehow damaged the rim while towing his vehicle. We immediately contacted the owner of *****’s Towing of Middletown, Ohio and requested that he contact the member to arrange an inspection of the truck. *****’s contacted us on June 19, 2012 and advised us that he did inspect the vehicle and determined that in his opinion, the damage did not occur as the member suggested. He even offered to re-load the truck onto his truck to verify that the damage whether the damage would have occurred as Mr ****** alleged. Mr ****** refused this offer.   Our internal investigation at AAA included a conversation with *****’s and a review of the picture's by our technical staff to include the rim and fender in question. One of our representatives, **** *******, called and spoke with Mr. ****** explaining that the damage to the wheels is not consistent with hitting the side rails of *****'s rollback type wrecker. The rim in question was the one the tire went flat and it is most likely that whatever cause the tire to go flat may have caused this damage indicated and not the efforts of *****'s towing. In that conversation, Mr. ****** offered to have the vehicle loaded onto the wrecker to determine if damage occurred but Mr. ****** terminated the conversation.   We are confident that the operator from *****'s Towing was neither negligent or careless in the servicing of this vehicle. We believe the event that caused the tire to go flat is most likely the cause of the claim. While this event is unfortunate we can not hold *****'s towing liable for the claim and suggest Mr ****** submit a report to this insurance company.          

Business Response: On June 13, 2012 at 12:02 AM, Mr. ****** contacted AAA and requested towing service due to a flat tire on his 2011 Ford pickup truck. *****'s Towing one of our AAA providers responded to this request and towed his pickup to his choice of location, Bob Sumerel Tire in Union Center, Ohio.

At 9:08 AM, we received notice from Mr. ****** that he believed that the driver somehow damaged the rim while towing his vehicle. We immediately contacted the owner of *****’s Towing of Middletown, Ohio and requested that he contact the member to arrange an inspection of the truck. *****’s contacted us on June 19, 2012 and advised us that he did inspect the vehicle and determined that in his opinion, the damage did not occur as the member suggested. He even offered to re-load the truck onto his truck to verify that the damage whether the damage would have occurred as Mr ****** alleged. Mr ****** refused this offer.

Our internal investigation at AAA included a conversation with *****’s and a review of the picture's by our technical staff to include the rim and fender in question. One of our representatives, **** *******, called and spoke with Mr. ****** explaining that the damage to the wheels is not consistent with hitting the side rails of *****'s rollback type wrecker. The rim in question was the one the tire went flat and it is most likely that whatever cause the tire to go flat may have caused this damage indicated and not the efforts of *****'s towing. In that conversation, Mr. ****** offered to have the vehicle loaded onto the wrecker to determine if damage occurred but Mr. ****** terminated the conversation.

We are confident that the operator from *****'s Towing was neither negligent or careless in the servicing of this vehicle. We believe the event that caused the tire to go flat is most likely the cause of the claim. While this event is unfortunate we can not hold *****'s towing liable for the claim and suggest Mr ****** submit a report to this insurance company.

Consumer Response: The cause of my tire going flat was because of a puncture in the tread consistant with running over a nail. That would not cause damage to the wheel. The wheel was not damaged prior to the driver loading my vehicle on his truck. How the damage occured, I don't know but I do know it occurred while the vehilc was in the towing company's possession.

Business Response: We stand by our original findings.

Consumer Response: I stand by MY original findings.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom this may Concern;There is so much to tell, so many instances, five to be exact. It all began when my VW Turbo Bug, 2005, Low Miles, and a Car that not only was a Dream Car, but I flew from LA to Arizona to get this Car.I purchased the VW for 17,995.00 cash. I was driving across country soon and wanted this car to bring with me. I checked everything in my car, had the oil changed and any thing else it needed which was nothing. I came here with my student loans and that is it. My Car died on **** Lane and *******n drive in the early evening on a Monday Night. I rolled it into a parking space in the Bowling Ally. I called my Uncle, a Mechanic in ********** They both told me it was the timing belt and to take it to Anyone that would work on my Bug it should not be that bad, at best 600.00. If the Valves were ***t it would be around 1200.00. *** had the car for weeks on end, and would never really tell me what was wrong with it. After a Month, He said the valves were ***t and the timning belt broke. THis took another two weeks as he said he had to send out the head to another person. He would not give me his name, number or where he was at and I was very stressed out and worried about this.I went to AAA everyday witha friend, my car was always parked outside, I have photos of night and days. He thought I was dumb i guess. After a Month, a 575.00 rental car, he said come get it. I watched him in the computer change what was orignially on the invoice, right in front of me!!! then wanted me to SIGN THIS ONE!. HE KNEW THAT HE SCREWED UP THE WHOLE CAR, BECAUSE WHEN... I left? got stuck again, battery died. then the starter and the clutch broke!! I did not have enough money, and I asked *** to please ! I paid him 3000! would he fix the clutch? please and let me pay when my 2nd loans came,? he said NO! HE would make up things that amight be causing the smoking, literally made up! like my turbo is bad? OMG!! he knew all along what he had done. I lost three months in school, $5000 loan.

Desired Settlement: DesiredSettlementID: Refund What These people did not only to my car, but my entire life! a School Loan of 5000.00 I had to take incompletes. Now I owe that money with Interest!! I want this back and the 4000.00 I paid to AAA. The 575.00 in car rental costI have to take on-line spring classes I cry everyday! all from ***!, as I drive actross the street and watch the smoke pour out of my car. AAA owes me least 9600.00 .

Business Response: On 12/27/11, Ms. ******'s 2005 Volkswagen Beetle was towed into our repair facility in Lancaster with a no start condition. After diagnostics was done, it was determined that the timing belt had broken and that engine would needed to be looked at because her vehicle has a 1.8L DOHC engine, which when the timing belt breaks can cause internal damage to engine. Ms. ****** on 12/29/11 gave our repair facility approval to disassemble engine to determine if damage to valves etc had been done. On 1/4/12, Ms. ****** approved an initial estimate of $2366.37 in writing for needed repairs, and mentioned she had no money for the repairs. Because of this, repairs were not begun right away until an initial payment of $1000 was received from a friend or relative named **************. Engine was then worked on, head was sent out to machine shop for valve replacement work and machining. On 1/19/12, Mr. ******* paid the remainder of the final bill which was a total of $2433.41. Before giving the vehicle back to Ms. ******, during a test drive after technician finished repairs, it was noted that the clutch was slipping and that the starter was noisy, possibly needing work in the near future. These problems could not have been known until engine would start, and was noted on the repair order and mentioned to Ms. ******. On 1/30/12, Ms. ****** was picked up at her residence and brought back to take possession of her vehicle. On 2/1/12, Ms. ****** returned her vehicle to have the starter replaced, in which we replaced it for her for the part only, which was $276.89, waiving the labor costs of $137.76. On 3/12/12, vehicle was brought back in to check the clutch, air condition, and possible oil consumption problem. Clutch was worn as stated in earlier repair, air conditioning was working fine, and oil was down one quarter quart, which was topped off at no charge to customer. Also, the computer was cleared of a low engine oil code at that time. A few days later, Ms. ****** again stopped in to have her oil checked, it was down one quarter quart, confirmed that indeed she may have an oil consumption problem, but found no external leaks, compression test was good, but did find spark plugs 1 & 4 showed a sign of potential oil fouling. After many phone calls from Ms. ****** and emails to our Director of our Club Owned Repair Facilities, ****** ******, we asked our Manager of the Approved Auto Repair, **** ***, who is an ASE Master Certified Auto Technician, to take a look at her complaint, and see if we can come to a satisfactory conclusion in regards to her problem. Mr. *** contacted her on 4/6/12, and after a lengthy conversation she agreed to let us tow it to a Volkswagen Dealer of her choice, have a certified Volkswagen technician check her vehicle for an oil consumption problem. All costs involved at the VW Dealership will be covered by us. If it is determined that an oil consumption problem is relating to any repairs we have done, we would either fix it or pay to have it fixed at the VW Dealership. Ms. ****** was to contact Mr. ****** the week on 4/9/12 to make arrangements to have vehicle towed and checked by a VW Dealership, however instead of following through with that, she never called or made those arrangements and instead filed a claim with the BBB. It is our contention that we want to resolve this issue with Ms. ******, however we at this point have not been able to verify she has a problem related to any repairs that were done at our Lancaster facility by a reputable repair facility, but have offered her the opportunity to have a Volkswagen Dealership determine what if any problems she has, at our expense. That offer still stands at this time.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) only a partial part of this is correct and true. THe first part of the timing belt and valves is correct. They never had to wait for money, I borrowed the following day. That was not true. One Thousand down and upon completion the balance was paid. There was a quote on paper work I have for 800.00 for a starter and labor, '' this is also a fabrication. It sounds very good though. The biggest lie is they topped off my car with a quart of oil. I brought it in to them immediately after their was 5 quarts put in because it was smoking. I have note from the auto parts and the car was dry; He said obviously someone forgot to put oil in this when they gave it back to you. WHen I returned the topping off he is mentioning? is the 1/2 that the auto parts mechanic said that he felt if the oil goes down even a little you will know that it is burning the oil. You need to bring it to AAA now, which I did. THen they said that it might be the turbo booster? or it might be that there is a defect somewhere and to take it to VW. THe clutch was then still slipping, and they quoted me 1,500.00 !!!!! I had a mechanic put in a clutch and it is beautiful! he showed me the old one and the new one and explained exactly what was wrong and how the price of 1500.00 was robbery. I paid 270.00 the guy felt so awful for me. When I first had my car brought to *** at AAA? he personally said he never had seen a car and its engine taken just great care of. I never had a problem with my car, clutchBattery, nothing. Ok, I take it the timing belt always has a problem around 60 thousand it should be replaced and I only found that out when it broke. But the Lies and covering up right now is awful and wrong. *** knew there was no oil, and he is lying saying it was topped off I came there with the empty oil, and i told him! then he said to me he even had to research on the internet for my car! I said why tell me that? I took my car to a nother Mechanic, and then got the auto mechanic to write how many quarts he put in and it was dry he wrote. They Mechanic then after he fixed the clutch he said he would look at the oil problem and he said the rinds were hot and the the auto man said basically the same thing to me, that he is shocked the engine did not just stop! and the mechanic is not admitting he forgot to refill the oil. He also said this: '' Think about this ****'', If He put a full tank of oil and changed it like he would have had to do after draining it.... then if five full quarts oil internally leaked into the engine or wherever! then the car would be destroyed! impossible! for that much oil to internally leak, and because your a woman, he is trying to get out of it thinking you don't know anything about cars. Little did he know I am the research queen. I am intelligent and my car is my life line!!! School, my whole existence wraps around my car. Bottom line is this, the oil was never replaced period and he ruined my engine. 2nd Rebuttal ------ Saying I was told to bring it to a volkswagon dealer. I simply said ok, but I am packing and moving and wont be calling until mid week, which I did, on Thursday. I had a VW Mechanic come to me and I paid him to access the engine for me. He said Yes, I would be better off taking it to a VW place so they could put it on a diagnostic tester.. I was unavailable untill thursday when I did call him. He never responded. He wrote me email with a generic response. So, I was not at all available to jump on this as I was moving all by myself. I am in a new state away from everything I know, lost my Father, How would I get it to the vw place, and if It was towed I would insist on being on there since so many convoluted actions have taken place and so many coverups and lies been told. Perhaps miscommunication of perhaps they forgot that I said I was moving. Never the less, clearly the car was destroyed and destroyed by ***. He was over priced, cruel and did not even give me a option or a discount for being AAA account holder. I am happy to take to the VW place as long as I can be there and they tow it. I have no problem going. I already know what is wrong with the car. I am not stupid and I resent being made to look as though I were.

Business Response: In regards to Ms. ******'s response, our offer still remains, that we will pay to have a local Volkswagen Dealership of her choice check her vehicle and tow it there also at our expense. If the problem she is now having is related to any work done at our Lancaster Car Care Plus, we will either fix it for her or work with the Volkswagen Dealership to have it fixed. We would ask that she contact Mr. ****** by phone or email to arrange for a time to pick up her vehicle and deliver it to the Volkswagen Dealership, so we can also contact that Dealership to let them know we will pay for any diagnostic charges. Any repairs needed that are not related to the original timing belt repair will be at Ms. ******'s expense.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AAA staff personnel failed to complete my request to have membership cancelled effective TODAY (2/29/2012). AAA Travel Consultant, ***************, failed to cancel my request to have my membership cancelled effective today (2/29/2012). Ms. ****** instead chose to cancel my husband's associate membership. She then stated that she could not complete my original request. The cancellation would need to occur on some other day. I then demanded to speak with a supervisor. I spoke with Sales Manager, *************. Although Ms. ******* did state that she was able to complete the cancellation of my AAA membership, the document given to me does NOT clearly and concisely reflect the cancellation of my membership.

Desired Settlement: My settlement demand is for a signed formal letter from AAA stating that my membership was cancelled on 2/29/2012.

Business Response: Mr. *********** provided a copy of his March 12, 2012 letter to Mrs. Deneen ******: ''This letter is n reference to your request for written verification that your AAA membership was cancelled on February 28, 2012. We apologize for any inconvenience.''

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: (****) received notification from his local AAA Travel Agency office that his membership was suspended for service calls that were not initiated by him. He never received any correspondence or notification regarding this matter from AAA Travel Agency. He renewed his AAA membersip on (****) by telephone and paid (****) by credit card. Upon the successful renewal of his AAA membership he was supposed to have received his membership card by mail in two weeks. However, it was never delivered to or received by him. Each time he called about his membership card, he was told that a replacement membership card was going to be sent to him. (****) falsely claimed that he made and used fifteen emergency road service calls within five months and is attempting to collect money from he simply for financial gains. By the terms and agreement of his membership,he is allowed up to four service calls per calendar year. Should he need more than four, each call for service would take place on a cash basis. He is the only person on the memership and did not lend to or authorize his membership card to be be used by anyone else. He has documented his ownership of only one vehicle. He has reportedly not used any service calls in 2011 and 2012 and never received and had to pay for any vehicle emergency road service calls. His local AAA office was unable to provide him with when and where the calls for service took place and what service(s) was provided. He reported to the (****) on (****) that someone apparently used his personally identifying information, like his name, social security number, date of birth, and membership number, without his permission, to commit fraud or other crimes. (****) has reportedly had mail stolen, misdirected, and delivered to wrong addresses and his personal information used without his authorization or knowledge to rent an apartment, obtain a credit card, and establish a telephone account in his name. He disputes the accuracy of (****) claim and cannot be responsible for any charges due because he did not initiate the emergency road service calls and did not receive service through AAA Energency Road Service. It is requested that documention be provided to support AAA Emergency Road Service's claim should it feel that (****) is amiss.

Desired Settlement: Membership hold should be lifted and restored and membership card and materials should be released to him immediately, or else, his membership dues are to be refunded to him promptly

Business Response: In response to the comments filed by (****) concerning AAA service records. The bulk of these calls in question were placed in the (****) for a (****) for the membership year (****). Our records indicate the vehicle in question was towed to (****)on (****) under the name (****). A repair order was generated in the name of (****) as well at that dealership. In essence our records appear to indicate a (****) requested assistance. Do we have the wrong (****) ? We just might and I have listed the service request for review. DATE OF SERVICE TYPE OF SERVICE VEHICLE SERVICED LOCATION (****) Situations can arise that may cause a conflict in membership records but our investigation indicates a (****) of (****) was the recipient of the service indicated. I ask him to contact me directly at (****) to discuss the service call dispute. Should he need assistance during the investigation he may call me directly at (****). Thank you.

Consumer Response: I do not own a (****) and has never lived or been in or through the state of (****). I never received his AAA membership card after paying for it on (****). I do not have or know his AAA membership number. Thus, this is a case of mistaken identity. I disputes the service call history and cannot accept responsibility for any costs associated with the service calls since he does not own the vehicle in question, was not in the area where service was rendered, was not the actual recipient of service.

Business Response: The business has decided to issue a refund to him of his membership dues paid on (****).

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/13/2011 Problems with Product/Service
8/22/2011 Problems with Product/Service
1