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

  
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  AAA East Central

  20510 Route 19 Store: 103-104 Cranberry Twp, PA 16066-7526

  
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  AAA East Central

  24 Pine Grove Village Dr Grove City, PA 16127-4451

  
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  AAA East Central

  491 Allegheny Blvd Ste B Franklin, PA 16323-2975

  
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  AAA East Central

  1760 Park Manor Blvd Robinson Town Centre Pittsburgh, PA 15205-4807

  

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:10/30/2022

  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.

  10/29/2022
  We hit a deer and need towing. We were sitting at an exit off route376 in the dark. Called AAA roadside service at 800-222-4357. Reached automated response and it could not locate the city of Hermitage. Transferred me to representative. She was difficult to understand. She couldn’t understand where we were located. She had a tow company call us from Greenville, Pa. It would take them an hour or more to reach us. We said to long. Our car is in a dangerous location. Police came and contacted someone to tow us.
  AAA advertises roadside assistance. That is main reason we have a membership. The police told us AAA in our area is of little value, very few garages participate. They should not promote that service, if not good in our area.
  I would like to be reimbursed for the tow that we have to pay for.

  Business Response

  Date: 11/16/2022

  We extend our sincere apologies for the issues the members experienced with their roadside assistance request of October 29, 2022. Below is a summary of the events and the resolution that was discussed and accepted.
  
  The members contacted AAA roadside assistance via the automated voice phone system after hitting a deer. Unfortunately, the system did not recognize the city where they were located, which was Hermitage. After being transferred to a call counselor, they were able to give the counselor the details of their location. However, the agent incorrectly entered the disabled vehicle location as their home address. The independent contractor assigned to assist the members was not in close proximity to reach the members. The members, therefore, contacted the police who assisted them. 

  
  The call center management team has been made aware of the experience they encountered and has addressed the issue with the call center counselor to ensure effective and clear communication with members’ roadside service requests. The issue with the automated voice phone system has been referred to the call center operations director who is working to identify and correct the system issue.

  
  The members have contacted their insurance company regarding the tow that the police assisted them with due to the incident with the deer. 
  A representative of the Member Relations team contacted the members to also extended our apologies and offered a check in the amount of $50.46, which represents the cost of dues for the current membership period that has been paid on the monthly plan. The check was mailed on November 16, 2022, and should be received within 7-10 business days. The members have accepted this resolution. 
  

  
  

• Initial Complaint

  Date:10/07/2022

  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 am a AAA Premier Member and on October 7, 2022 I called AAA at 8:03 AM, Because my truck blew a brake line and was in need of a tow. I had work and was informed to call 2 hours before I needed had to be picked up. So I called back at 12:28. I was then informed that they would set up the tow for me and the driver would be in touch. He called and informed me that he could not take me or my truck back to my hometown until tomorrow. So I called AAA back and they informed me that I could get a 24 hour rental car and that they would put me through to the rental car company which I informed them needed to be Enterprise because that is the only rental car service we have in my area. Then put me through to Hertz. I was on the phone for 20 minutes and requested he call my other number because my phone was dying. I was never called back. So I then had to go back through the entire process and was again put through to Hertz and the Hertz rep was unable to assist. From there I called AAA again and asked to speak with a supervisor. They put a supervisor from my home area who then conference called the east central branch where we scheduled a towing service to be called as well as an agent to call in order for them to physically set up the car rental(3-3:30pm) I got a call from the towing company 40 minutes later telling me he could not tow the vehicle until tomorrow. I told him I could not confirm that until I received confirmation about the rental car. He was mad, but I explained that I need to get home and don’t want to be stuck outside without some sort of shelter. We hung up and I called AAA back to inform them of the situation. In the meantime I received a call from Tyler who informed me that he would book the rental car and they would schedule the drop off(about 4:30) he informed me AAA would only reimburse the rental for 24 hours and my home office was closed until Monday. They towed my truck and I’m stranded and freezing cold outside with no rental(7:30)

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to research the member’s concern with his recent roadside service call. We extend our sincerest apologies to the member for the issues he experienced. Below is summary of the service experience and the resolution that was offered and accepted. 
  
  On October 07, 2022, at 12:57pm, the member contacted AAA Central Penn for roadside assistance requesting a tow for his vehicle, which was disabled outside the AAA East Central territory, the member’s home AAA club. 
  
  The member informed the call counselor that he would need to ride with the driver. The member was contacted by AAA at 1:18pm and advised they would be unable tow his vehicle until Saturday or Sunday. Since the member was unable to locate a rental car on his own, he requested AAA’s assistance. A benefit of his Premier membership with AAA East Central covers for reimbursement for a one-day car rental in conjunction with a tow. Calls were placed to Enterprise car rental which led to additional issues - not being called back and being told the car would need returned at that location only. At approximately 8:00pm, the AAA supervisor scheduled a ride for the member to a AAA car rental provider located at a nearby airport. The member secured a rental vehicle and drove to his destination. However, he arrived after the rental car agency was closed and was unable to return the vehicle until Monday, resulting in additional charges for Saturday and Sunday. 
  
  Judy Bi*********, a representative from our AAA East Central Member Relations Department, contacted the member by phone on October 10, 2022, and by email on October 11, 2022, to extend our apologies for the unsatisfactory experience he encountered. The member was also informed that the issues encountered have been escalated to the affiliate club, AAA Central Penn, to be investigated and specifically to address the delay in service. Ms. Bi********* also discussed the first day of the car rental being covered under his AAA Premier membership. Ms. Bi********* asked the member to email the car rental bill for further review.
  
  Once the car rental bill is received from the member, AAA East Central will process the following payments to the member: the first day of the car rental will be submitted for reimbursement under the member’s AAA Premier membership benefit, and AAA East Central will pay half of the base rate for the two additional days of the car rental. The member agreed to this resolution. 
  
  If the member has any further concerns, he may contact Ms. Bi********* at ************ or Bi************************