ANITA & THOMAS FRAGE
22106 MARTELLA AVENUE
BOCA RATON, FL 33433
March 9, 2020
AAA Corporate Office Headquarters
The American Automobile Association
1000 AAA Dr.
Heathrow, FL 32746
Re: Member No: 429-014-[protected] 6 (PLUS MEMBERSHIP)
To Whom It May Concern:
Please be advised that the undersigned contacted your AAA Roadside Service on this date at 6:00 a.m. for a tow of our car to the specific Auto Shop at 600 D NE 27th Street, Pompano Beach, FL.
After 3 hours of waiting, your office sent someone who "thought" they could start our car. The car that needed to be towed was in my driveway and "my" car, which I needed to go to work, was in the garage. First, I specifically called and requested that they tow our Buick Lucerne to the Auto Shop because we did not know what the problem was with the vehicle and we had dealt with this specific auto shop in the past. I requested to speak to a "Supervisor" who did not provide me his name and he reiterated that it would be an additional 1 hour to 1 ½ hours to arrive. Your "Supervisor" then advised that it would cost me $48.00 additional charge because of the mileage. The "Supervisor" at that point cancelled my request for any service whatsoever and hung up on me.
I contacted your office again and spoke to another employee who informed me that my request was, in fact, cancelled and therefore I would have to have wait an additional 1 hour to 1 ½ hours for service. I begged your employee to help me and, as nice as she was, your employee was very helpful and provided me with a tow truck.
Please be advised that the mileage from my home to the Auto Shop is approximately 12.2 to 13.1 miles. I have attached a map for your review. Also, please be advised that this is the first time this year that I have contacted AAA for assistance and have not used your services for the past several years.
I am very discouraged with the service and especially with the "Supervisor", whoever that may be. As you know, I have paid for and we have the "Plus Membership". I have attached a copy of my membership card.
Please reimburse me for the "Mileage Fees" of $48.00 which should not have been charged. Also, I would hope that your employees accommodate and apologize for their error, especially the "Supervisor".
If this does not meet with your approval, or if you do not agree with me, I will have no alternative but to cancel my membership. Please do not hesitate to contact me to discuss this matter. Also, please advise when we will receive the $48.00 which was overcharged to the undersigned.
If your office will not refund the $48.00, I will have no alternative but to contact my attorney to collect the overcharge.
Thank you for your courtesy and cooperation in this matter.
Very truly yours,
cc: Marshall L. Doney, CEO