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Letters
Letters must be sent with full name, real email and telephone number. Companies are encouraged to respond to consumer related letters.
(Disclosure: The writer is a researcher for Memphis Pix Photo News)

Dear Pix,

AAA fails to provide safe prompt rescue.

That's right every year you pay your dues to the American Automobile Association to ensure that on that dark rainy night on a isolated road when your car stops and won't start to the rescue always asking, "Ma'am are you in a safe place?” Right, picture provided by letter writer of AAA battery being charged at Autozone.
AAA battery being charged © Ann Perrett

It appears the reality differs from the ideal rescue purported by AAA. I called AAA on a cold December day to replace the AAA brand battery in my car.

I had purchased the battery about a year earlier through the AAA battery replacement program. In this program the repairman comes to your rescue and provides a new battery. The battery is guaranteed replacement for 3 years. The warranty is spelled on the battery itself. So, I knew that all I had to do was call the road service and I would be on my way. I also knew I needed a replacement battery because I had attempted to charge the battery to no avail.

I called AAA. The representative dutifully said, “Ma'am, are you in a safe place?” I answered yes. The representative said,”The service man will be there in about 3 hours.” Ok, well I was in a safe place and I knew from past experience that he probably would arrive in less than 3 hours.

He arrived about 45 minutes later. He looked at the car. Oh, my battery was missing. I remembered then that I had taken the battery to Autozone to charge it and left the battery in my friend's car. Just as the service man decided to leave and send someone later---the other car with the battery arrived. So, the repairman took the battery and called AAA. He did not say one word to me.

I waited for him to replace the battery. Odd? Yes. I asked why? He said he did not have the authority to replace the battery even though on the side of his truck clearly in big bold letters “AAA BATTERY REPLACEMENT”. He did assure me that “someone will be out soon that will get you on you way”. He left the scene.

Three hours later-- no repair man. I said oh something is not right and called AAA. This is when I found out that on one was coming back to assist me.

The woman at the end of the phone informed me that the battery could not be replaced because the battery had been moved from its terminals in my car. News to me. I thought I had purchased a three year replacement guarantee. But worst than that was the fact that on one informed me; I had been waiting 3 hours; no one intended to return. I was shocked. I have been a member of AAA for over 25 years maybe used the rescue service four or five times-- and now the company had left me stranded with false expectations that the replacement was on the way. I protested and asked for the supervisor. Here, I am begging for the service I paid for to be performed.

More specifics, I belong to the Southern California AAA and my car is registered in California.

The AAA rep suggested I call Southern Cal. and get specific battery information and then call back to schedule the service call. Ok, I called Southern Cal. AAA and the rep was very polite and actually surprised that the call needed to be made because AAA is nationwide and the battery was clearly marked as AAA and the purchase warranty and the time of purchase. This was a customer service rep in Southern Cal.; so I had to call for road service-- third call.

On the third call for road service, the Tennessee “group” a totally new story developed. The rep from Tennessee quickly and rudely informed me that I could have stolen the battery or even the vehicle and that there would be no service man sent. Now bear in mind, I have my AAA card, drivers license; car registry; a AAA battery clearly marked on its body “3 year replacement and the time and date of purchase.”

I was not asking AAA for a favor. I pay for them to perform the service. So, now some woman in some far away place at the end of phone line is denying me the service without due process. She doesnt know anything about the situation. The first repairman lied about someone coming to bring a battery and he knew he lied. I was stranded. Is this a safe place? They don't know nor care.

I escalated the call to supervisor after to supervisor with no result. Finally over 6 hours later I demanded that a service call be made to start the existing battery so I could drive the car to a repair shop. Somehow I knew asking the repairman to tow to a shop was out of the question.

A nice man did arrive about 45 minutes later. He started the battery but the battery could not hold the charge.

AAA had failed to deliver. AAA had accused me of being a thief. AAA had failed to honor the battery guarantee. And AAA couldn't have cared less if I were in a safe place. I demand AAA pay for my batter, and further, clean up its act. Regardless, I will be dropping this membership organization. I'm looking at direct competitors like Better World Club, which look pretty good. Their url is http://www.betterworldclub.com/competition/aaa.cfm.

I returned the call of one Harold Blaine Dec. 30. But, no surprise, got no call back.

Ann Perrett
Memphis, TN
Sent to AAA. As of this date, no respone as of this date.

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