AAA Washington

Complaint: [redacted]I am rejecting this response because:
AAA did not look at my documentation to verify 4/22/2010 purchase.  I have re-attached to this message.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
The Internet DOES have the correct info, the FIRST Google hit is the towing company that I used. Please don't blame the internet for your own incompetence. That's pathetic.                
Your member guidelines contradict your website!! That's FALSE ADVERTISING!!!! Please see the jpg screenshots. "If we can't get you going, we'll take you someplace that will." False. "We will either enable the vehicle to operate under its own power or move it to a safe place." ... More LIES, you never mentioned the 3rd option: Leave me stranded and give me incorrect info.Sincerely,[redacted]

AAA has reviewed all of the calls with Ms. [redacted] and it was made clear to Ms. [redacted] during those calls by the AAA representatives that AAA only tows intact vehicles and this situation is not covered under AAA [redacted] Terms & Conditions. AAA’s T&Cs specifically state in the Excluded Services section “Vehicles purchased in an inoperable condition or missing major components (e.g. engine, transmission) are not covered for emergency road service” and in the Service Guidelines section “Service is intended to provide emergency assistance to enable a vehicle to operate under its own power or to transport it to a place of repair or safekeeping. It is not intended as asolution for a pre-existing condition or a substitute for proper maintenance.”  AAA’s T&Cs are available 24/7 at AAA.com (www.aaawa.com/automotive/emergency_service/ers_terms_conditions.asp).  Ms. [redacted] is encourage to contact our Automotive Services department [redacted]; 8am – 5pm) if she has any further questions.

AAA has been working with the Member and the owner of the vehicle in order to rectify this situation. The vehicle was damaged in transport by Ballinger Towing. One of AAA’s District Automotive Managers met the vehicle owner at Ballinger Towing on December 28, 2015. The owner inspected his vehicle...

and verbally indicated he was satisfied with the repairs. The vehicle was then towed to the destination of the owner’s choice at AAA’s expense. The owner was given the direct contact information for our District Automotive Manager at the time of inspection and asked to call him if there were any further issues with the repair. No contact has been made to AAA since that time by either the Member or the owner of the vehicle. Ms. [redacted] is encouraged to contact our Automotive Services department at 800-430-9003, 8 a.m. to 5 p.m., to discuss any concerns she has with this situation.

Mr. [redacted] is accurate in his complaint it took 5 hours for AAA Washington to provide locksmith service on April 16th in Gorst, Washington.  This is not acceptable and a full discovery of the issues that contributed to this lack of service delivery has been done.   An...

apology letter addressed directly to Mr. [redacted] has been written acknowledging the failure to provide timely responsive service, his resulting dissatisfaction, and AAA Washington’s response to his desired settlement.

AAA has reviewed all of the calls with Ms. [redacted] and it was made clear to Ms. [redacted] during those calls by the AAA representatives that AAA only tows intact vehicles and this situation is not covered under AAA [redacted] Terms & Conditions. AAA’s T&Cs specifically state in the...

Excluded Services section “Vehicles purchased in an inoperable condition or missing major components (e.g. engine, transmission) are not covered for emergency road service” and in the Service Guidelines section “Service is intended to provide emergency assistance to enable a vehicle to operate under its own power or to transport it to a place of repair or safekeeping. It is not intended as asolution for a pre-existing condition or a substitute for proper maintenance.”  AAA’s T&Cs are available 24/7 at AAA.com (www.aaawa.com/automotive/emergency_service/ers_terms_conditions.asp).  Ms. [redacted] is encourage to contact our Automotive Services department [redacted]; 8am – 5pm) if she has any further questions.

AAA has apologized to Mr. [redacted] for the poor experience he had with receiving emergency road service on 7/26/16. Mr. [redacted] is an Associate member on another person’s account, his membership dues have been refunded to the primary member.
We also apologize that Mr. [redacted] didn’t receive a reimbursement form right away. Mr. [redacted] called on 8/5/16 to make us aware he hadn’t received one yet and our customer service representative walked him through how to download one from the website and also mailed him one. We received his request from reimbursement on 8/23/16 and the reimbursement check was mailed on 8/26/16.
As for the inaccurate phone numbers give to Mr. [redacted] to find service on his own:
As is written in AAA’s guidelines, when AAA’s network of towing providers is not able to assist a member, members can find their own towing provider and be reimbursed. AAA does not arrange this service for the member or pay the towing company directly. The Terms & Conditions that the primary member agreed to when signing up for AAA membership included:
Alternate Service: There may be times when AAA ERS is not available and a member may need to obtain service from a provider not associated with AAA. If service is not available and the member has followed the procedures outlined in these terms and conditions, the member may obtain service elsewhere, pay for it and submit the original itemized receipt to AAA within 120 days for reimbursement consideration. AAA will reimburse the member up to the limits of the membership level at prevailing commercial rates for the region.
If AAA ERS is available but is not requested or utilized through AAA and the procedures outlined in these terms and conditions, AAA will reimburse members at the prevailing contracted rate that AAA pays to its service providers, subject to the procedure set forth below for Reimbursements.
Reimbursements: When requesting reimbursement for ERS, please scan and email the original itemized receipt indicating the date and the type of service provided, along with the service reimbursement form, to [redacted]. If requesting a prorated refund under the battery service warranty program, please include the battery sales receipt, failed battery test report and warranty paperwork. Alternatively, the original receipt, service reimbursement form and other relevant documents can be mailed to: AAA Washington, Automotive Services Department, [redacted]
AAA attempted to assist Mr. [redacted] find a towing provider by doing an internet search for towing providers close to where Mr. [redacted] was located. Mr. [redacted] was provided contact information for three providers based on that search. Unfortunately, the phone numbers for two of these towing providers is inaccurate online. See below. AAA has no control over the accuracy of information listed on the internet, our intent was to help the member.
**Redacted info**
Mr. [redacted] has been reimbursed for his towing expenses and a refund for the annual dues of his Associate membership have been reimbursed to the primary member. If there is anything else we can do for Mr. [redacted], please have him call our Automotive Services department at [redacted], Monday – Friday between 8:00 AM and 5:00 PM.