AAA Complaint - Horrible Customer Service
COLUMBIA, SOUTH CAROLINA -- Yesterday was the second time that the people at AAA that are supposed to provide customer service to their members/customers DID NOT.
My mother's car broke down in Anderson, SC. We live in Columbia, SC. Called AAA for a tow. We both have Plus membership, so 100 miles of towing is covered. The AAA representative looked up the distance between the address where the car was and my home on Mapquest.(She said it was Mapquest she was using.) 98 miles. Cool. Then I thought about where the car could be fixed. My neighbor is Service Manager of the dealership where my car has been worked on before and I could trust them. I called him on his cell and asked how many miles it was to work (he lives 1/2 block from me). He said 10-11 miles. I then knew how much it was going to cost me over the 100 miles (11 x $3 = $33). I then looked it up on Mapquest. 109.22. I placed the service request to have it towed.
The driver came for the car and left for Columbia. When we were driving back to Columbia (I went to get mom so she wouldn't have to climb into a tow truck and drive for two hours.), the driver called and said he had dropped the car and realized he hadn't collected money for the extra mileage. He said it was a total of 128 miles. He wanted a credit card number to be given to him over the phone. That did not feel right (giving a stranger a CC # and the number) so I asked for them to send me an invoice that I would send a check to pay.
When we got home I when back onto Mapquest to double-check myself. Yup. 109.22 miles. Called AAA and spoke with a Judy. I explained how the driver hadn't asked for the overage money when picking up the car and the call he had made. I said the mileage was wrong and that I don't want to pay for his getting lost or taking a tour. The rep put me on hold to figure out who she/I needed to talk with about this. (Shouldn't that be her?)
She came back and said hold on, I'm still trying to figure out who to talk to...then click and "If you need to place a call...." Disconnected. Called back. New person. Start all over again with the explanation. By the way, no reference number was ever given to me. So the whole ID thing starts all over again. On hold again.
New Judy (a Supervisor) gets on. Start the story/ID thing again. She says that the first rep was supposed to use AAA Triptik mileage. OK. She and I both get on our computers and we get 109.1 miles. We go on Mapquest and get 109.22. Doesn't this sound pretty straight forward? I tell her I am happy to pay 9 or even 10 x $3. But I don't want to be ripped off by a company THEY sent out to provide service that I pay membership to AAA to provide. She put me on hold. Came back and said the person who did the tow is gone for the day. She wanted to give me the number to the towing company and have me call them the next day when that person was back.
Then she said that because we didn't pay them the overage, they could have taken possession of my car and not dropped it off at the dealer. What?! First of all, he called AFTER dropping it off and HE was the one who forgot to request the money when he could have been handed the cash. And if he had, we all would have looked at Mapquest of AAA Triptik and seen it was 109.22/109.1 miles.
I said, shouldn't this be pretty simple? It's 9.22 miles past the 100. That's what I owe. And if someone has to explain that to them, shouldn't it be you? You chose the company to send to me. I am your member/customer. Oh OK, she said reluctantly. Then call me tomorrow and remind me to call them. What?! I'm very busy and I want you to call me to remind me to do this. (She's a supervisor, right?) Can't you put this on your To Do list for tomorrow? Take responsibility for it? I don't really know why it should even be a discussion, but it if is, you need to take care of your member, right? We both looked up the mileage and know it's 109.22.
It shouldn't be this hard to get something this simple taken care of. And it's the second time that people in "Customer Service" did just the opposite. The first time it was questioning me about whether a tow was even justified and requiring proof through a number of phone calls to service people.
I'm shopping for a new company. I may have been a member for 20 years, but they're not the only game in town anymore.