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Dear AAA:
Member #: 620 111 [protected] 5
Member Name: Richie A Bavasso
Date of Incident: October 17, 2023
As you know, I have been a member of AAA for 25+ years. In that time, I have been satisfied with the security AAA road side assistance brings. It has always been an efficient and compassionate experience.
However, my experience today was horrific.
My wife hit a curb and blew out both tires on passenger side. Fortunately, I was 20 minutes away so I arrived to help (I live 45 minutes away). I immediately called AAA as was normal practice [protected]) and was sent a text after selecting the road side service option from the menu. I clicked on the text, selected the flat tire option, and was told I had "used all of my entitlements" which meant I could not secure road side service (see image below and attached). I was incredulous. I have not used any entitlements since arriving in South Carolina in early 2020.
The message told me to call [protected] again. Of course, the only option I have when calling is to get another text, which in turn, gives me the same message. After doing this 3 times, I started calling the other numbers on the back of the AAA card. Customer Service did answer and she was very nice but could not help me other than to tell me to call either [protected] or [protected], both of which process me the same way, via text.
I called customer service back to cancel my AAA membership as clearly, I did not need it anymore. I contacted a tow truck directly, myself and 90 minutes later they towed my car. At my expense.
The very polite new customer service rep gave me another number to call. A manager, I assume, listened to my story, called up my profile, and told me that I, in fact, have 4 entitlements available. She could not explain why the text read the way it did. She offered to send a tow truck but I declined because I had already ordered one and did not want to disrupt my queue. She said that AAA would pay for my towing upon receipt of the invoice.
I am requesting two things:
Please advise as to the process by which I can submit my receipt;
Please fix this problem. There has to be a human available when the AAA member is presented with no options for assistance.
If this cannot be resolved, and if my only option is to repeat the same experience should I require it again, please advise as I will cancel my membership given it has little value in South Carolina.
Thank you for your consideration of this request.
Logo, company name
Description automatically generated
R.A. Bavasso
President
t: +[protected]
m: richie. [protected]@pneumowave.com
w: www.pneumowave.com
a: 4900 O’Hear Avenue, Suite 100, North Charleston, SC 29405
Desired outcome: Resolve the issue for future incidents.
