Complaints

This profile includes complaints for AAA East Central's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AAA East Central

  5900 Baum Blvd Pittsburgh, PA 15206-3803

  
• 

  AAA East Central

  4790 Mcknight Rd Pittsburgh, PA 15237-3426

  
• 

  AAA East Central

  1634 Valley View Blvd Altoona, PA 16602-6041

  
• 

  AAA East Central

  138 Clearview Cir Butler, PA 16001-1565

  
• 

  AAA East Central

  2725 Mosside Blvd Monroeville, PA 15146-2741

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/24/2024

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

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/11/2024

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

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/08/2024

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

  Customer Answer

  Date: 10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** Duck

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/04/2024

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

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/23/2024

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

  Business Response

  Date: 09/27/2024

   

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

  SEE ATTACHMENTS

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

  Customer Answer

  Date: 10/25/2024

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

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

  Business Response

  Date: 10/31/2024

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

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject this message and wish to pursue further legal action.
  

  
  

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

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/29/2024

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

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company 6 years this month. I paid my membership of $18.40 7/1/24. I noticed amount was increasing to ove $24. My debit card had also been compromised due to no fault of AAA a week or so after I made my payment. I contacted AAA on 7/30/24 and removed by daughter and husband from my membership I spoke to lulu. I explained the above and questioned if I could pay without auto pay, was informed I could not. She stated my account had been updated and I would see a letter in mail, I asked if there was anything else I had to do or pay she stated the letter would advise. I also have my home and auto insurance thru AAA which I paid 8/9/24 I noticed my payment for membership had not been updated yet and I still had not received letter. I did receive an email saying my bill was going to be $14. I received letter in mail on 8/12/24 stating changes had been made to membership, not a bill amount is $14 effective date 8/27/24. 8/13/24 I went onto my app to check what my home and auto was to be for next month and to see if membership updated. My app advised my membership was canceled. I called into AAA and was advised it was canceled due to payment that was declined as I hadn't been able to update my card on file as I was doing that 8/12/24. I attempted to give them my new card number and was told I could no longer do monthly I had to purchase 1 year membership. I was never contacted my card declined, never received phone call or email other than what stated above. I was advised supervisor would contact me by phone on 8/13/24. No one called me back. I called in 2 different times was told 2 different yrly membership amounts $137.00 and $132.00 by another representative. I went online to reinstate my account was able to add in my card then while app was processing stated technical difficulties. I also seen online yrly membership was 118.00.

  Business Response

  Date: 08/22/2024

  Thank you for the opportunity to
  research the member’s recent membership cancellation issue. We extend our
  sincere apologies to the member for the issues that they experienced.
  
  An email was
  sent to the member on August 20, 2024, advising that the member must phone
  their local branch in New Castle at 724-658-8551 or to phone the Member Service
  Center at 1-800-441-5008 before AUGUST 27, 2024. The member needs to update their
  payment information for auto pay of their membership monthly dues. It is
  imperative that the member updates their payment information before AUGUST 27,
  2024, to continue their membership monthly dues payment plan.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/8/2024 I was a passenger in a vehicle. During the drive the lower control arm broke. I called AAA for roadside assistance. During the tow the vehicle was damaged due to the negligence of the tow truck driver. The tow truck driver denied any fault for the damages. I contacted AAA customer service via phone and email the same day. On 6/11/2024 I spoke with Jim B******* a AAA representative, I explained what happened and informed him that I have video from the scene that will prove the damages were caused by the tow truck operator. I also explained that the tow truck operator and his colleague denied fault at the scene so I contacted AAA for resolution. Mr. B****** stated he had not spoken with anyone from the tow company yet and he is planning to contact them soon. On 6/12/24 I sent Mr. B****** a video clip of how the tow driver driver place the vehicle in the middle of the road instead of in front of my garage as I instructed him to do once at the scene of pick up and again once the vehicle was told to the street on which my garage is located. Since then I have sent Mr. B****** 12 emails he has responded to two. He responded to me on 6/14/2024 when I sent him an email to verify his address because I had sent several emails to where there was not a response. He sent another email on 6/18/2024 after I sent him 5 video clips from the scene and he stated he could not open them, I responded I would sent the video via priority mail to his office on 6/19/24. Mr. B****** sent an email back stating the AAA IT department will not allow for the evidence to be viewed via flash drive. Mr. B****** informed me he needs to speak with the vehicle owner, I provided contact information, Mr. B****** called the owner left a voicemail. The vehicle owner has called him back 3 times, no response. I have also sent 4 emails between 6/19/24 and 6/27/24, in the last email I asked for Mr. B****** to please respond to my numerous inquiries regarding the status of the case.

  Business Response

  Date: 08/14/2024

  Thank you for the opportunity to research our member’s
  concern.  Below is a summary of our investigation into their damage claim.
  

  On June 8, 2024, a request for a tow was made by our member for a
  2002 Honda CR-V.  The vehicle was being towed due to a failed control
  arm.  It was picked up at the breakdown location and towed to the member’s
  residence for repairs.

  On June 9, 2024, our member reached out to us to file a damage
  claim that the towing of the vehicle resulted in further damage to the
  vehicle.  When speaking with the contracted station that performed the
  service, when the driver arrived at the breakdown location, it was evident
  there was a major suspension failure.  The undercarriage appeared to have
  a great deal of rust and chunks could be seen in photos the driver took prior
  to towing the vehicle. During the investigation, it was determined that the
  vehicle does not belong to the member but to a non-member.

  A message was left for the non-member, but a response was never
  received.

  After reviewing the photos taken by the driver and the reason the
  tow was needed, it is our position that the failed control arm caused the
  damage to the non-member’s vehicle.  We cannot hold our independent
  contracted station accountable for damage that resulted from the suspension
  failure.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I completely reject AAA's response.  When the tow driver arrived the only issue was a broken, lower control arm passenger side.  I DEMAND to see the photographs taken by the driver at the scene of the tow.  He did not acknowledge us at all.  He did not take any photographs at the scene.  It was broad daylight and the tow truck driver was so 'nasty" I watched his every move.  The only thing he did was get out of of his truck, looked at the driver's side and ACKNOWLEDGED it was a broken control arm.  There were no chucks of rust or complete suspension failure.  If there was compete failure, WHY did the tow truck driver repeatedly ask *** ******* to drive the vehicle forward at least 5 times when the vehicle was dropped approximately 10 feet from my garage on ***** **** *********** ** *****? By the way - at the scene of the tow on *********** ****** (1 block away from my home) I told the tow truck driver 2 times to deliver the car in front of my garage, he chose to ignore the directive.  Once the tow truck driver let the car down in the middle of Osprey Way (traffic was obstructed by ************ vehicle), AGAIN, strange if the tow truck driver observed complete suspension failure at the scene of the tow, WHY did the tow truck driver instruct the *** ******* to drive the vehicle to the front of my garage?  It seems to me that a skilled tow truck operator, observing complete suspension failure, should have the enough common sense to place a vehicle in such disrepair in front of my garage, not in the middle of the street.  *** *******'s vehicle suffered extensive damage upon the arrival of the 2nd ******l towing tow truck operator, who was called to assist with a second tow to the front of my garage.  The first tow truck drivers directive for *** ******* to attempt to move the vehicle out of the middle of the road resulted in the ball joint being removed from the socket and the axle breaking.  The second driver had to bring a wheel dolley to the scene so the vehicle could be placed back on the flat bed.  Tools used to pull the vehicle onto the tow bed a second time (had the tow truck driver listened to my CLEAR directives to place the vehicle in front of my garage this could have been avoided) cause significant damage to *** *******'s vehicle and I have VIDEO PROOF.

  Per AAA's rules, a member can request AAA services if they are a passenger in a vehicle.  This rule is clearly stated on the corporate website and I verified it on 6/8/2024 when I requested the tow.

  The AAA representative, Jim B******* assigned to 'investigate' the incident was uncooperative from the onset.  He did not return my calls, he left ONE message via voicemail for David Aguirre to call him back.  David Aguirre left Mr. B****** THREE voicemails, the second time *** ******* called Mr. B******* we did a 3 way call, where again, *** ******* left Mr. B****** a voicemail.  Mr. B****** did not return any of *** *******'s calls.  I sent Mr. B****** a total of 12 emails, he responded to three.  In an attempt to aide in Mr. Bittner's 'investigation', I offered to send him 5 video clips I had from the scene of the incident - Mr. B****** flat out refused to let me send him the videos via email or overnight mail.  Mr. B****** stated that AAA IT department would not let him view such evidence.  From the onset Mr. B****** basically refused to let us offer evidence that would clearly show what happened on June 8, 2024 on ****** **** ********** ** ******

  I wish to be allowed to provide video proof I have of the incident.  I also DEMAND to see ALL photos alleged taken by the tow truck driver on 6/8/2024 of the Honda CRV.  I wish to verify the photos are of my ********* vehicle.  The photos would have been taken at approximately 7PM on 6/8/2024 so they would have been taken in the daylight.  So the extensive damage the tow truck driver claims he observed upon arrival to the scene should clearly visible. 

  The damage that occurred to ***** ********* vehicle that day (minus the low control arm) was the fault of a unskilled tow truck driver whom appeared to have an issue with myself and *** ******* upon arrival at the tow scene.  I wish to have my evidence view by AAA so that *** ******* can be reimbursed for the significant damage done to his vehicle by ******* Towing on 6/8/2024

  Business Response

  Date: 08/23/2024

  Below is the email sent on August 22, 2024, from our AAA field manager to the member.

  Subject: 2002 Honda CRV video clips of tow by ******* Towing
  6/8/2024

  I reviewed each of the videos on Dropbox and will
  address them now. 

  You stated in your email that you called a mechanic who then
  provided you with his assessment over the phone. In one video you advise *** ******* that "he" said driving over the skate broke the axle and
  other components. My assumption is that this was the same mechanic. 

  I am unable to accept an assessment from a mechanic who
  wasn't physically present to examine the vehicle. Without getting the vehicle
  up on the rack there is no way to provide an accurate assessment of the
  damages, let alone the cause. 

  There was nothing in any of the videos/photos that show the
  drivers actively causing damage. It is all after the initial event. The videos
  show the drivers using proper techniques to load a vehicle with a broken
  control arm.

  In summation AAA is denying the claim based upon the
  following points. 
  1. The mechanic you
  contacted by phone is unable to give any assessment as to the damages
  claimed or otherwise because they were not physically present. 
  2. There
  is nothing on the videos or photos showing the drivers causing damage.
  They show the drivers attempting to load a vehicle with a broken control
  arm.
  3. The
  vehicle is over 20 years old. There are pictures showing pieces of rusted
  metal debris on the ground under the vehicle.
  4. The
  vehicle suffered a control arm failure while in motion. This causes
  immense stress on all parts attached to it (the axle, tie rods, the
  suspension in general, etc.) 
  5. Any
  damages caused by the initial event compromised the integrity of the
  vehicle. 
  6. There
  is no way for me to prove the driver caused further damage to the vehicle
  since the vehicle's condition was already compromised because of the
  initial breakdown. 
  

  Based upon the aforementioned items, AAA considers this
  matter closed. 

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 
  

  I do not accept the response of AAA.  I gave the tow truck operator a directive on where to place the disabled vehicle.  The tow truck operator ignored my instructions and unloaded the vehicle from the flat bed to the middle of a roadway.  When he realized his error he instructed the vehicle owner to attempt to drive a disabled vehicle out of the road way which caused significant suspension damage.

  Had Mr. B******* the original AAA conducted a proper investigation during the week 6/8/2024 when the incident occurred, perhaps the vehicle could have been assessed by an authorized repair shop to obtain an accurate assessment of the damages and who was at fault.

  Instead, Mr. B****** ignored my claim and refused to allow me to submit evidence.

  This is the vehicle owner's sole source of transportation which impacted his livelihood for several days.  The age of the vehicle is irrelevant. It passed a state inspection months before. 

  Furthermore, what right does the AAA representative have to assess the value owners put on their possessions?  Again, this is *** *******'s sole source of transportation, the vehicle may not have value to *** ********** but it does to *** *******. The actions and directives of a clearly unskilled and tow truck operator caused damage to *** *******'s vehicle.

  On behalf of *** ******* I seek total reimbursement for parts and labor, minus the parts and repair the the lower control arm. Had the tow truck operator followed my clear directives to place the vehicle in front of my garage the additional damages would not have occurred.

  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA canceled my membership for no reason but did NOT refund my money!
  I suspect this is due to the $100 false charge that they put on my account.
  I had spoke to a supervisor a few months back, and she said it is their mistake, and the charge has been removed.

  Business Response

  Date: 08/09/2024

  Thank you for the
  opportunity to research our member’s concern. We extend our sincerest apologies
  to the member for the issues with his membership status. Below is a summary of
  his experience and the resolution accepted.
  
  On February 5, 2024, at 4:43 p.m., the member contacted AAA
  roadside assistance requesting a tow for his 2008 Toyota Camry in Austin, TX.
  The AAA call representative recommended that his vehicle be towed to a local
  AAA Approved Auto Repair (AAR), Tech One Automotive. The member accepted the
  referral. AAA’s independent contract station, On Roadside Assistance, was assigned
  to tow the member’s vehicle to Tech One Automotive. Per the member, once his
  vehicle was delivered to Tech One, he received a repair estimate that was
  extremely overpriced compared to nearby automotive repair shops. Due to the
  issue, AAA approved a tow to another repair shop on February 6, 2024.
  
  The member’s concerns regarding the repair estimate were escalated to
  our AAR manager to be investigated and addressed the same day. A representative
  from the AAR Department contacted the member and left multiple messages, and no
  response was received. This led to both tow service calls counting toward the
  member’s four roadside assistance allotment for the current membership year,
  bringing the total service calls for the membership year to five calls. A bill
  was generated for the fifth service call. When the bill was not paid, the
  membership was cancelled. 
  
  On August 7, 2024, a representative of our Member Relations
  Department contacted the member to extend our apologies. The member stated that
  he had been traveling and did not receive our earlier communications. Our
  representative offered to not count the call on February 5, 2024, toward the
  member’s roadside assistance allotment for the current membership year due to
  the issues with the Approved Auto Repair facility. This eliminated the bill and
  enabled the membership to be reinstated. The member was appreciative. 

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, 2024 I contacted Triple A for roadside assistance. I needed a tow due to my front tire. Triple A sent out J&S and the driver made matters worse. Me just needing a new tire turned into needing a new front bumper and windshield washer fluid. The driver did not properly tow my car causing damage to it. When asked if his company had insurance or how do we go about getting my car fixed, he instantly jumped onto defense and stated that they do NOT have insurance and it was not his fault. He said that my bumper was bound to fall off because of the way the wheel was (makes zero sense) and that I should just be grateful that I’m alive…
  I ended up calling AAA to file a complaint and they said it would take 48-72 hours and it is now August 2nd and I still haven’t a word from J&S or Triple A.

  Customer Answer

  Date: 08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  The owner at J&S is the same person who towed, destroyed, and lied about having insurance to fix my car. He offered to fix my car, Two weeks AFTER the incident and once I made the complaint. I declined the offer because I do not trust this person to fix my car. 
  

  AAA did do their part, and honored the estimated cost I received to fix the car (two and a half weeks later). 
  
  
  
  Regards,
  
  
  
  ****** ****