Complaints

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  An August 10th, 2023, my family of 6 was in the car ready to begin the drive for our vacation to Maine. We went to start our minivan, but it didn't start--the battery was dead. The existing battery was one we had previously purchased from AAA, slightly less than 5 years ago. AAA dispatched a service provider to our location. The battery was jumped, tested, & deemed to be in need of replacement. I asked the service technician about the warranty for the previous battery that I had bought from AAA. He told me that I needed to produce the physical receipt, despite the fact that I had purchased the battery through AAA, and the fact that they (AAA) had a record of the purchase. I told the service technician that that it didn't seem right or fair, considering the fact that I purchased the battery directly through AAA & should have been entitled to a pro-rata adjustment in the price of the new battery. I inquired if I was better off driving the car down to the ******** & purchase the battery, & have it installed for free. He told me, in no uncertain terms, that **** **** no longer installs batteries for free. Later, upon getting upon the road for vacation, we called our local ********, & confirmed, in fact, that they do install the batteries for free if purchased through **** ****. I have been a member of AAA for 6 years. I am a member for the peace of mind it provides & help in my time of distress. I feel that this AAA policy of requiring me to produce a physical receipt at such a time (when I am distress & in need) is very unfair, & playing a little gamesmanship to weasel out of an obligation that should be honored. Furthermore, I feel that your agent, providing me verifiably incorrect information about my other options, is tantamount to coercion & designed to force me to make a purchase through your operation when I am clearly under duress. This is a predatory policy that subjects the vulnerable, in their time of need, to undue influence & stress. Please adjust my bill.

  Business response

  09/05/2023

  Thank you for the opportunity to respond.  Please don't hesitate to contact us if you need anything further.

   

  Customer response

  09/06/2023

  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

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of February the 3rd, I needed the assistance of AAA to get a tow. I got the tow to my destination of my choice, but as the car is being worked on by the mechanic of the shop I got it towed to, he noticed that I had other issues that I wasn't aware of that I haven't had on my car. I just recently bought this car with very little wrong with it. I was bringing in the car to do a check of my starter and now I need my emergency brake fixed a along with other issues like my engine was losing oil. I didn't accompany my car thinking that everything was going to be fine, but I should have cause it feels like my car was slammed down at some point. I want an explanation for what transpired that day or some type of reimbursement. You can reach me at ###-###-#### thank you for your time.

  Business response

  02/10/2023

  This letter is in response to the Better Business Bureau’s February 6, 2023, correspondence pertaining to Mr. ******* ******’s emergency road service experience and allegations of damage done to his vehicle. Upon receipt of this complaint, AAA Northway immediately began a thorough investigation. Led by our emergency road service Operations Manager and Fleet Supervisor, they completed a fleet driver interview and obtained a written statement. Once done, Mr. ****** was contacted via email to set up a date and time to meet at the repair facility to review the alleged damage and discuss the matter with the facility owner and technicians. On February 9th, our automotive team met Mr. ****** along with the shop owner and reviewed the issues with the vehicle and Mr. ******’s claim that the power steering on the vehicle was not working properly. During our conversation, Mr. ****** made us aware that this issue was intermittent and not always a problem. The vehicle was placed on a lift, three technicians inspected the vehicle, and they deemed nothing wrong with the power steering and the fact that it was functioning properly. Following the inspection, Mr. ****** accepted the fact that the power steering was operational and stated that he agreed that no damage was done during the tow completed by AAA Northway. Mr. ****** also agreed to contact the Better Business Bureau and close the case against AAA. Member feedback is very important to us. Thank you for the opportunity to respond to Mr. ******’s concerns. If you should need anything further, please don’t hesitate to contact me. Sincerely, James P***** President & CEO

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Being a customer of AAA, I utilized their towing and trusted that AAA car care in Clifton Park, NY would be a good choice. On August 8, 2022 vehicle was towed in after stalling. We requested that the whole vehicle be checked and diagnosed. They stated it was the fuel pump, we asked if it could be something other since fuel pump had just been replaced about a year ago (out of state). I was charged $841.00 for fuel pump replacement. On 09/27/22 car towed back again due to stalling. In my opionion these incidents were related since it had to do with the fuel pump. They replaced the fuel pump control module $246.00. On 09/27-29/22 I tried calling and getting status, had to leave messages with call center. I feel I had every right to a call back on status, Andrew was very rude to me and told me that he would call me and not to call again. I spoke to Chris C******** (manager) and he informed me that he would follow up and make sure vehicle fixed. Mark, another rep called me and stated that vehicle was "fixed" and he had test drove it for about 5 miles. The next day after trying to drive to work vehicle was losing acceleration and check engine light came on again, same code. I spoke to both Andrew and Mark and they both basically said that I needed to take it to a dealer. My issue is if they were not capable of fixing it after the 1st time that they should have stated this and saved me the headache and money. I left a message for manager however he did not return my call. I would like to to refunded for some of the expenses that I paid for services that were not complete, in other words I took vehicle to get fixed however this was not the case. I paid for repairs to get a working vehicle. Mark also stated "what do you want us to rehaul the whole truck?!" he basically said I got what I paid for and they could not do anymore. If they were not able to fix it then I should be able to get reimbursement to pay for repairs elsewhere. Thank you.

  Business response

  10/12/2022

  To Whom It May Concern:This letter is in response to the Better Business Bureau’s October 4, 2022 correspondence pertaining to Ms. ******** ********’s experience at AAA Car Care Center in Halfmoon, NY and the repairs completed on her 2016 ********* ********* 1500.  Member Car Care, LLC (AAA Car Care Center) and our parent company AAA Northway, Inc. (AAA Northway), is a not-for-profit, fully tax paying, membership organization. All the decisions we make are based on properly serving our members/customers and attaining total member satisfaction. We also have a fiduciary responsibility to all our members to ensure we are spending our members’ equity prudently and responsibly. In looking at the complaint lodged with the Better Business Bureau against AAA Car Care Center in Halfmoon, NY and AAA Northway by Ms. ******** ********, the following contains the facts as we know them. The complaint is in reference to Repair Order# 68469 (completed on 8/2/2022 for a Fuel Pump replacement) and on Repair Order# ***** (completed on 9/29/2022 for a Fuel Pump Power Control Module), for her 2016 ********* ********* 1500. Ms. ******** felt she was taken advantage of and feels she should be fully reimbursed for the two repairs she recently completed on the 2016 ********* ********* 1500. We (Member Car Care, LLC and AAA Northway Inc.) feel that both repair events were diagnosed and performed appropriately by A-Level, Senior Technicians and Advisors, using OEM and aftermarket parts to remedy the original failed parts.  We communicated our findings and timetables with Ms. ******** as information and variables changed, such as parts availability, pricing, and schedule. Accordingly, we followed protocol, we kept Ms. ******** informed as information became available, and we did not take advantage of Mr. ********. Ms. ******** called the facility often, inquiring when her vehicle would be finished. Throughout the most recent repair, Ms. ******** was kept informed of all items regarding the repair of her (son’s) truck. Often, when a customer calls multiple times a day after a mutually agreed timetable has been established, it is a tactic to have accelerate the repair process. As stated, the lead-time needed for the vehicle’s repairs were due to parts needing to be ordered and delivered to our shop. The most recent part in question needed to be special ordered as OEM from the local ********* dealership. That part was not in stock locally, so it needed to be sourced within their ******* ****** network of parts as well. Often OEM parts can take longer to source for independent repair facilities such as ours since we could not obtain them from an aftermarket parts supplier like Advanced Auto or Napa; it becomes more specialized. We would also like to address the claim that the AAA Car Care staff were not friendly or getting back Ms. ******** in a timely manner. Chris Chevalier, manager of AAA Car Care Center, communicated to Ms. ******** that lead times for auto parts are unusually long these days. Timetables were communicated and our staff updated her on the status of the vehicle repair on a frequent basis. We apologize if Ms. ******** felt disrespected or felt we were “gaslighting” her as she suggests.  Sometimes when technical information is conveyed, it could come across as unprofessional or condescending, but again, that was not at all our intention, and we apologize if it was taken that way.  Our AAA repair facility has been ranked #1 in customer satisfaction for the past several years among all AAA owned repair facilities and we take pride in delivering exemplary service.  In closing, the entire amount of $1,087.22 is being refunded to Ms. ******** for both repairs that we rendered on the 2016 ********* ********* 1500. We are not admitting any fault, guilt, liability, or incorrect diagnosis on either repair performed. We are reimbursing Ms. ******** for this incident as a goodwill gesture for being a valued AAA member.  AAA Car Care prides itself on customer satisfaction and doing what’s right.  By Ms. ******** accepting and cashing the reimbursement check that we are sending via USPS Certified Mail, she is hereby releasing Member Car Care, LLC and/or AAA Northway Inc. of any future claims relating to this matter.  We communicated our reimbursement decision to Ms. ******** via phone call and she was pleased with the outcome.Sincerely,James P*****                                                                            President & CEO                                                   

  Customer response

  10/17/2022

  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.   However, I would like for the establishment to know that I in no way agree with the practices of this establishment.  In no way does the employee have the right to scream and yell and belittle a customer.  A customer has the right to call and not have to leave a message with the answering service in order to find out the status of a vehicle that establishment had for 3 days.   Unprofessional and unacceptable behavior and not to mention the headache and additional repairs required.   Regards, ******** ********

*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. ↩