DEARBORN, MICHIGAN -- During the yearly renewal of our AAA a representative suggested we upgrade our membership to AAA plus RV. It sounded like a reasonable deal so I agreed to the 175.00 cost to be upgraded. It included travel interruption reimbursement involving car mechanical issues on a trip which required costs on the trip. The protection plan states that it covers rental vehicle, hotel, and meal costs to your planned destination up to 72 hours after the car breakdown to 1000.00.
Our 19 year old son who is covered under our policy had severe car issues on his way back home with 870 miles left to go of the trip. Because he is not of age to rent a car my husband had to drive from our home to help him. On his way home he had planned make 2 stops. AAA made many calls from their investigative center in Southfield, Michigan about this reimbursement request. Each voice mail or phone call sounded like a police interrogation.
**, employee # ** was the last person to interrogate my son. I was listening to the questions she was asking him and asking the same questions many different ways. She decided that she would only cover the first night hotel charge after the breakdown and total disablement of the vehicle. I then called the customer service dept. at AAA about the situation. I talked with ** in member relations who declined to give me an employee number. I explained the situation. She was not helpful and argumentative not letting me speak. She explained that since the cost of the protection was only about 45.00 per person that each and every reimbursement request is sent to AAA investigation dept. and the employees have to be interrogating otherwise they could not stay in business.
She said that since my son planned to make a stop before he got home that he was only covered until the stop. AAA covered 95.00 out of the 539.09 claim. This was contraindicating to what the Car Travel Interruption Protection Plan is supposed to cover and it states that it will cover up to 1000.00. If I wouldn't have persisted I don't think they would have covered anything at all. When I told her I would file a complaint about this issue she said they get complaints filed with the Better Business Bureau all the time and it is not a bother to them.
CHARLESTON, SOUTH CAROLINA -- The very first time that I've ever used AAA services since I've been a member and this happens. The towing was great, did a good job. I called AAA and the lady suggested that I have my car towed to one of the AAA car care centers (Charleston, Sam Rittenburg Road). The shop called me and said that the oil control valve was bad and had to get a new part from Toyota and it would take 3 days for the part to arrive. It would cost me over six hundred dollars. I agreed to have the work done.
I picked my car up four days later and as I drove away from the shop a large amount of white smoke came out of the exhaust pipe. I drove it straight home and the car stayed in my driveway for about five days before I used it again. I was very lucky that I happen to see oil in my driveway before I started my car, because most of the oil had leaked out. I refilled the oil in my car and took it back to the AAA car center and they told me that the head gaskets needed to be replaced and it would cost another three hundred and sixty dollars.
It's fine if the gasket needed to be replaced, but I think they should have discovered this before they let me drive away from their shop and maybe damage my engine. I took my car to another shop and they replaced the gaskets for less money and they completely cleaned my engine to make sure that there wasn't any other leaks. AAA should have cleaned my engine and found this leak before they allowed me to drive the car. I spoke with the guy at AAA counter and all he could say was sorry.
Years ago I owned a Corvair and when the clutch cable broke I called AAA to tow it to a service station for repair. Please note that this was a standard shift car and without a working clutch it remained "in gear". This means that the drive train is always engaged. The proper way to tow would be with a tow truck to lift the wheels off the ground for towing. The company that AAA called sent two men over with a pickup truck. Since the car was stuck in gear, they pushed it to jump start the car and drove it through town to the garage. Needless to say there were stop lights and they would have had to yank the gearshift out of gear to stop.
After I had my garage replace the clutch cable I got in to drive the car only to find that the car made a horrible clanking noise and couldn't be driven. It was found that there were broken teeth on the gears in the transmission which were broken when the gear shift forced the car out of gear while it was moving according to the repair shop mechanic. I called AAA and was told that even though they hired the towing company, they could do nothing about it and I would need to deal with the towing company direct. Even though it was obvious how the transmission got damaged, they refused responsibility and would do nothing.
It cost me over $400 to repair the transmission which was working perfectly prior to the towing or lack thereof. I have been approached by AAA many many times since then to purchase their membership and I then told them the story to which their response was "oh, we're sorry about that". Since they refused to take responsibility for the contractor that they hired, the very least they could have done was to refund my years membership or offer an extra year which they did not do.
Each time they try to recruit me I tell them that I would NEVER use them or trust them again and to stop annoying me with their sales people. I still get constantly mailed and called to join. The bottom line is that they hired the towing company that ruined the transmission and expected me to deal directly with them to which I had no leverage since I didn't hire them. AAA would not even come to my defense.
There is no customer relations address or telephone number to contact AAA so consequently no person in authority to complain to that can correct anything like this happening again. If you are dissatisfied with their service, who do you complain to? Evidently, once they get you hooked into their service they no longer care.
COLUMBIA, SOUTH CAROLINA -- Rip-off Artists/AAA Associates at this location: **. The One Honest Associate in the bunch: The Actual Mechanic who serviced my vehicle. The Problem: Had my car towed for the first time to the AAA Car Center to change two parts on my vehicle. My vehicle was in their possession for 5 days, and ** constantly called and coerced me to buy an alternator and new battery to repair my vehicle. After these two parts were replaced, I was told that my vehicle was repaired and was "good to go".
However, when I arrived to pick up the vehicle, it would not run. When I confronted **, he attempted to find out why my vehicle would not run. He then comes out of the garage, shrugs his shoulders and says "I don't know what the problem is and we do not fix older model vehicles to driveability." I asked him why wasn't I told this before I came to pick up the vehicle and before parts were replaced on my vehicle. I then asked to speak to the mechanic who actually worked on my vehicle.
The mechanic explained to me that he replaced the parts but could see that my vehicle still was not completed fixed to driveability. He stated that he mentioned this to **, the front desk associate, that my vehicle 'still ran roughly', but she did not convey that message to me. They chose to let me come to pick up my vehicle, take my $500.00 first, and then let me find out for myself that the vehicle still would not run.
They should have been honest and told me over the phone that my vehicle still would not run. I ended up having to have it TOWED from the AAA Car Care center to an Auto Repair that actually knew how to REPAIR a vehicle. I WAS CLEARLY DECEIVED, ROBBED AND RIPOFF BY THESE CRAFTY MONEY GRUBBERS.
SAN ANTONIO, TEXAS -- I have booked 2 trips through AAA Travel and have had problems on both occasions. This first trip was 12/11 to Costa Rica. We booked the trip months in advance and worked personally with an agent. We were specific about our seat assignment requests & when we tried to confirm our trip we discovered the agent had failed to book our seats as requested.
I thought I would take matters into my own hands & purchased airline tickets through AAA website in March for a trip in July. I selected my seat assignments & received confirmation from AAA Travel. I received a flight change notice by email 4/16/12 & again my seat assignments were listed. I had a question about luggage & went online to research with the airlines only to discover my seats were "UNASSIGNED". I immediately called AAA travel agents and received a run around with blame being placed on the airline.
I felt if there was a problem with my seat selection then I should have been informed of the change by AAA as they had all my contact information. AAA Travel indicated that I would have been given a seat a check in, then why would I have bothered with the months of pre planning. I selected those seats specifically to be near other family members traveling as well as a way to accommodate tall travelers. What seat selections would I have been offered at the ticket counter?? I do not consider this service I consider this misrepresentation.
AAA Travel communicated with me on two occasions and on each occasion confirmed my prior seat selections. Had I not checked myself, I would have been left out in the cold. I will never use AAA Travel service again & I recommend no one else trust this company. As a result I have had to pay up-charges to try to get near the seats previously chosen months ago.
HILBERT, WISCONSIN -- I am not sure if my last complaint was sent or not because I accidentally hit a wrong key. The reason for my complaint is this afternoon when I left work I had a flat tire and called AAA for assistance. The person who answered my call was very polite and was trying to be helpful. He told me he would check on getting service to me I waited 15 minutes and he came back on line and said he couldn't find anyone yet who could assist me and then put me on hold again for another 10 or 15 minutes and told me he would have someone call me back when they found someone who could assist me.
I then waited another 10 minutes and was told they were still checking after another 5 or 10 minutes was told it would be 90 minutes to 2 hours before anyone could come out and help me. I realize this was only a flat tire but I couldn't change it myself and besides I do have road side assistance. I then went back into my place of work and got someone to help me out. Now I took this person off their job to help me change the tire.
How would you as an employer like it if a person left their job you were paying them to do left their job to change a tire. Besides when there is an AAA provider just 6 miles from where I work but they were to busy to do what I pay for. I could be understanding if there was a snow storm going on and they were helping people out and not just doing the things in their shops. I am a paying customer and should be given some consideration as well.
This isn't the only time this has happened about 6 months ago when my husband's truck broke down someone from 30 miles had to come out and tow his truck back 6 miles from where he broke down because anyone else closer was too busy. I really feel that if I was out somewhere that I didn't know the area then what would happen? Or maybe I need to understand you system better. I do know that I did get kind of rude to the dispatchers and know that it isn't their fault but the people who are supposed to be AAA assistance should be more responsible for doing their jobs because I am sure they are being paid for it.
COLUMBIA, SOUTH CAROLINA -- Last month I dropped my 2008 Hyundai Sonata off for an oil change at The AAA auto center at Sandhill Village in Columbia SC. I work at the village, so it is easy having my car serviced with this AAA. At lunch, I returned to pick up my car and was told that one of the service advisors wanted to speak with me. He sat down with me and started to go over services that my car need.
They were: Coolant Flush and Fill (My PH was beyond the freezing/ boiling point), Fuel Injection Service (He showed me a dirty c tip that was covered with grease), Transmission Service (He showed me a dirty brown speck on a booklet), New battery (My battery was rated at 600 CCA, but was now only 525 CCA), Power Steering replacement (Again he showed me a dirty brown speck on a booklet). He then asked me if I wanted to take care of these services today at a total cost of $645.00.
My 2008 Hyundai Sonata is just under 3 years old with only 28000 miles on it, so I declined. This horse and pony show took 15 minutes so I missed my lunch. As I was checking out, I overheard the manager asking his service advisor if he had gotten anywhere with this (in other work was he able to rip me off for $645.00 on services that I did not need).
When I got home, I opened my service manual and this is what I found for scheduled service for my 2008 Hyundai Sonata with 28000 miles: Oil Change every 5K; Transmission Service at 90k – Hyundai uses a fluid that last for 90K; Flush Cooling System at 120K – again Hyundai uses a fluid that last that long; Brake Fluid at 120K; Power Steering fluid – no need to change; Fuel injection Service – not needed unless engine is running poorly (My engine runs new); Battery – when it stops charging or about every 6 years to be on the safe side. Also, I did find my tire were at 25 so they need air. After all that, they missed filling my tires to 30.
If I did indeed need the service that AAA suggested, the price of $645 was higher than what I would have had to pay at my dealership. And there I would have had a certified trained Hyundai technician, not some kid that look like he was right out of high school, doing these repairs. I will not be coming back AAA for service or renewing my membership. It is not the same AAA that I remember 25 years ago.
I have been a long time member of AAA. My Members Plus membership has expired in 2009. I have not received any mails letting me know in terms of renewal. I talked to several people within their customer relations department and not one person has tried to help me. All I wanted to do was regain the status of my prior membership. It is not like I was out of membership for 2 or three years, it was 2009 it ended and it is now 2010.
Instead of keeping me as a loyal customer they are willing to just let me go. I am not calling for service but just to renew. This company doesn't seem to understand that there are many competitors out there and that they should try and retain their loyal customer base. I even told them that I would renew for multiple years but instead of this they said absolutely not and that they would only let me enroll as a new customer.
With the rise of Onstar, and auto insurance member services, along with other competitors you would think that they would want to retain members such as myself. But instead they have lost yet another person who was willing to stay/pay, who will now take advantage of other avenues that offer their same main benefits. Great Job AAA in hiring people that do not know how to retain your customer base. Great Job AAA in now pissing off someone who will be extremely vocal about this error in judgment.
Please note that this is a recession and people are extremely frugal in how and whom they chose to give their money to. If this does not correct itself in a couple days I will begin a relentless campaign to spread the word of your horrible customer relations and policies blocking loyal consumers with good intentions from renewing their memberships without penalty. I hope this makes it up to the top of the organization and if this messages doesn't I will be sure to do it myself. Thanks for nothing.
IRVING, TEXAS -- On July 15 submitted an online quote to AAA for auto and renter's insurance. Received a call from a AAA agent. We went over the policy terms and she gave me a quote. Because my AAA auto membership already expired she told me she could renew it for me at a discount so I gave her my debit card info to withdraw for membership fee. After the policy was finalized she sent me a copy to sign online. I noticed some of the policy terms were changed or removed, like rental reimbursement and refused to sign.
I asked her about this and she said she has to have the policy exactly like my current one. I told her these terms are on my current policy. She disagreed. I had to have my insurance agent fax her a copy of my current insurance policy. Prior to all of this she had me on a conference call with my current agent (something I never went through with other insurance companies). Her response was that she did overlooked it but now that I wanted the terms adjusted my quote was going to have to increase. Sounded to me like bait and switch.
We went back and forth on policy changes. She was really pushing hard for me to sign but I did not like how she kept changing my policy terms and increasing my quote. On July 21 funds were withdrawn from my account for insurance. I requested a flat cancel and full refund in email and never heard back from her. I called both her and her supervisor. I then called AAA membership and they said I have two active insurance policies and a cancellation and refund was never submitted.
I sent her an email about this and she replied that it was canceled and I should receive a check in the mail. I called AAA membership again and there was no cancellation or refund. I was transferred to an insurance representative who contacted the agent. She was given conflicting responses from both the agent and her supervisor about my cancellation and I had to fax her copies of my email correspondence.
This is aggravating. The only reason I had to change insurance companies was that the current one does not operate in the state of TX. My insurance with them was about to expire on Aug. 12 so I wanted to prepare ahead and to get a policy in place. I never went through this trouble with any other insurance company. Till this day I still have not received a refund. I have been faxing documents to AAA insurance about this cancellation and the faxes are costing me $. I have no problems with AAA membership but their insurance is not up to par.
AAA finally reimbursed me.
DOVER, NEW HAMPSHIRE -- So I just signed up for AAA and was very excited because my car was already dead and stuck at the gym, my starter broke and I needed it towed home so I called AAA and they said it would be 45min. They sent Cass Towing out of Dover, NH. I waited in the freezing cold. The guy finally came and said there wasn't enough room for him to get the truck in there to tow it so I'd have to wait. I went home and waited hours.
Finally called AAA back and they said my car was already parked at my apt., so I went outside in the below zero weather and ran around the parking lot in the dark only to find my car wasn't there. I called AAA back and they said they made a mistake and it would be here shortly. Another hour and the guy finally called saying my car was outside but there was an overage charge of $9.00 for going over the 5 miles and he would only except cash.
I know it's only 4 miles from my apt. to the gym and my boyfriend insisted I didn't pay him, But I paid the guy anyway, as he was writing my receipt he proceeded to ask me to get in the truck with him, and when I said I was all set, he said and I quote "I don't bite, come in my truck with me". I am a young woman alone in the dark. Do you think I'm going to get in a vehicle with a complete stranger?
As my boyfriend map quested the route and I called to complain to AAA, my boyfriend informed me I was correct and it was only 4 miles to the gym. AAA agreed about the distance and said I was overcharged but it would take 5-7 business days for someone to get back to me. I waited, and had to call again a week later and was finally told I'd have to mail in my receipt to them before receiving my refund.
That's BS considering they have all the information on file why delay it any further and make me mail the receipt?! I want my $9.00 back and not have been harassed by the driver! My guess is the driver was trying to score some extra cash before Christmas and take advantage of a new customer. I'll think twice before calling them ever again!