BBB Accredited Business since
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AAA North Penn provides travel & motor club services for their members.
A BBB Accredited Business since
BBB has determined that AAA North Penn 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for AAA North Penn include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||4|
Type of Entity
Business ManagementMr. Glenn Smith, President/CEO Mr. Ellen Bialczak, Assistant Vice President Ms. Linda Brown, Vice President Member Services Mr. Eric W. Feerar, Vice President of Travel Ms. Margret McCormick, Controller/CFO Mr. Glenn Zumbach, Chief Operating Officer
Road Service - Automotive Travel Agencies & Bureaus
Alternate Business NamesAAA Travel Agency
1 E 6th Ave P O Box 5100
Williamsport, PA 17702 Directions
1035 N Washington Ave
Scranton, PA 18509 Directions
1125 N Washington Ave
Scranton, PA 18509 Directions
1527 N 9th St
Stroudsburg, PA 18360 Directions
18 S Main St
Carbondale, PA 18407 Directions
208 W Tioga St
Tunkhannock, PA 18657 Directions
306 Ennis Ln
Towanda, PA 18848 Directions
9 Charleston St
Wellsboro, PA 16901 Directions
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Additional Phone Numbers
- (800) 982-4306(Phone)
- (570) 265-8675 (Fax)
- (570) 278-1552 (Fax)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: We got a flat tire @ approx 10.15 am 2/22/14 on highway ** **** in NY State @ mile indicator **. It took 2hrs just to get to the right office to handle the call. They told us that *****'s **** would be coming soon A 1/2 hour later we called *****'s ****, & they told to call AAA back as they dont handle beyond exit **, we were between exits 18-19, again we had to start the procedure again... In the meantime the state police arrived @ 12.15pm and told us they could get a tow truck to us in 15 minutes, & to send the bill to AAA, which the state police told us thats what usually happens... We told them to go ahead. When we got thru to AAA they told us because the police were there they cancelled our call for help, why they did that we have no idea. We finally got a call from a tow truck @ approx 2:30 pm saying they couldn't find us, my answer was "we couldn't wait 4 hrs for help when we got help in 15 minutes. Enclosed you will find the bill from ****** ****** for $109.13. I also feel we should be reimbursed for the 11 years we have been a member, as the one time we needed you, you failed to perform the duties you advertise. Copies of this complaint are being sent to Better Business Bureau in PA & NY On rethinking this, please don't send me the refund, but use it either donate it to a children's cancer charity, or use it to fix this problem of sitting in a dangerous location, with semi trucks wizzing past @ 70 miles an hour for 4-5 hrs, when a reg towing truck can arrive in 15 minutes... And please respond by letting me know how u r fixing this terrible service, as the ****** ****** Service says it usual for AAA to take upto 5 hrs to respond... PS: A copy of this in letter form & a copy of the receipt, from ****** ****** will be sent to u by USPS...
Desired Settlement: On rethinking this, please don't send me the refund, but use it either donate it to *** ****** ******** ********** ********* or use it to fix this problem of sitting in a dangerous location, with semi trucks whizzing past @ 70 miles an hour for 4-5 hrs, when a reg towing truck can arrive in 15 minutes... And please respond by letting me know how u r fixing this terrible service, as the ****** ****** ******* says it usual for AAA to take upto 5 hrs to respond...
Better Business Bureau
Re: Service Issue in
I contacted the AAA office that handles the
The New York AAA office did
investigate the call and listened to the telephone recordings made that day. The New York Club received his call at and stated that he reported that he was near mile
marker ** on *** westbound in
The member did reach the AAA North Penn Club at ,
his home club, and stated that he placed a call for service 30 minutes prior
and indicated that he was at mile marker ** of Interstate ** in
The record of the first call placed with the New York AAA Club was . He stated it took two hours to get routed to the correct club to place a call for service. I am not sure what happened there or who he spoke with during that two hour time period. Typically, when a member reaches a AAA office they take the location of the breakdown and transfer the call to the proper jurisdiction for service.
We did send him a check for $109 for the money he paid out of pocket for the service.
CEO/ AAA North Penn
Read Complaint Details
Complaint: For the 2nd year in a row I went to them to get an International Driver's License. Each time I brought a professionally produced set of passport photos from the leading photography studio in town. Each time I was told that AAA had to do their own photos, at additional cost to me. When I disputed that assertion, each time the clerk went off and brought back a plastic template. Each time I was given the same incorrect explanation of how the US passport photo tool should be used, about how the face has to be within the inner circle, and the rest of the head has to be within the outer circle. This is incorrect. Instead, the head is supposed to fit between the two circles. Furthermore, the State Department has a template available online with complete specifications for photos at http://travel.state.gov/passport/pptphotoreq/photocomptemplate/photocomptemplate_5297.html. My photos, each year completely met all specifications, and these photos are available as evidence. When I pointed out to the clerk that she was misusing the template and I explained how it should be used, each year my photos were grudgingly accepted and I was issued my license. Note that the same set of photos were accepted by the State Department for use on my passport. I suggest that their initial refusal to accept perfectly good photos, and their subsequent explanations about the use of that template are designed to fluster consumers into handing over good money to this business for no good reason. It is a flim-flam at best, and fraud at worst. The first year I thought it might have been an honest mistake. That is no longer my impression.
Desired Settlement: I expect the business will claim this was an honest error, and claim they did not know about this issue. They should send a letter to BBB and myself stating that their employees will no longer engage in this practice, because they will instruct them in proper use of the template. BBB should no longer give this business top ratings. The business should be warned that if this practice continues now that it has been brought to their attention the consequences (BBB and state attorney general) could be significant.
Business Response: Please see attached response
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
AAA North Penn
It is with great concern and regret that we received your
letter outlining your displeasure with our passport photo service at the
First and foremost, on behalf of AAA, I would like to apologize for your inconvenience. We accept full responsibility for the error and I assure you that we have taken the necessary steps to prevent it from happening in the future. Thank you for bringing this matter to our attention.
We value our customers and ask you to please feel free to contact us with any further questions or concerns regarding our services. Please know this was not done to intentionally mislead you and we again apologize for the inconvenience and distress this has caused.
Vice President of Member Services
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
|9/2/2012||Problems with Product/Service|