02/06/11
Terry R. Farias
President
AAA Hoosier Motor Club
RE: A day in the life of one of your members On Saturday February 5th at 3:30 pm I had a flat tire on my 2003 Chevy 1500HD pick up. I got the tire tools out of my truck and proceeded to loosen lug nuts, set the jack and lower the spare. When I was lowering the spare I noticed it was not dropping all the way down. After wrestling with a short time I remembered I had AAA and decided I would call for assistance as I was already soaking wet on my legs and feet and the spare was not going to drop down easy. At 4:01 pm I placed a call to AAA with my request explicitly explaining to the representative that I was unable to get the spare down and was concerned it was out of air. The rep told me that you were busy and I could expect a service person within an hour to an hour and a half. I made arrangements to have my granddaughter and puppy picked up and waited on the service person to arrive. At 5:36 pm I called back to AAA and was told by the rep that the service person was not scheduled to arrive until 5:40 pm but that she would check with dispatch anyway. After 9 minutes of being on hold I was told the no one had been dispatched to my location yet and that I would be next after a jumpstart. I asked from what side of town this person would be coming from and she told me she had no idea where from or when they would leave. So I said I guess that means that sometime in the future a service call would be dispatched but no one knows when or where from. She agreed that pretty well summed it up. I expressed my dissatisfaction with your company’s ability to communicate or live up to expectations. I continued to wait in my truck with soaking wet pants and feet as darkness settled in and the temperature continued to drop. At 6:40 I called once again and after waiting for contact with dispatch I was inform that a service person had been sent my way and I could expect them by 7:12 pm. Three hours eleven minutes after the original call. AT 7:10 pm the driver pulled up to my location and after a brief delay got out of the truck to speak with me. He asked if I had a flat tire, I acknowledged that I did and explained that the spare was stuck and would not drop down. The look he gave me made it clear he had no knowledge, intention or ability to correct my problem. He shook his head and returned to the truck. After a short time he returned to tell me that wreckers were three and a half to four hours delayed and that he was unable to help with my situation. At that time I threw all my tools in the truck and proceeded to drive my truck home on the flat tire (something I could have done three hours before). I will know in a couple of days if I did any damage to my rim or hub assembly. Words cannot express the anger, frustration and resentment I have for your company leaving me sit at the side of the road for three hours eleven minutes knowing all along that you were unable to resolve my problem. What I am requesting with this letter is a full refund of my membership fees paid when I joined the club in June. I obviously have felt a false sense of security while having been a member. My commitment to you is to publish this letter to as many of your offices worldwide as possible, to show what type of business you operate. To publish this letter as frequently as possible on consumer awareness sites such as: usacomplaints.com, and any other like sites I can find. Please respond to [email protected] to let me know how and when I can expect a full refund.
Kevin Perry
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