AAA Gaithersburg Car Care Insurance Travel Center

Reviews 3

KA

kary krumdick

Lots of issues, very dishonest service. My wife and I have been member of AAA for 26 years, each. Two managers at the shop, Tony, and Justino. Owner of the vehicle is me and my wife, Melissa. My truck was towed to this place by AAA for repairs. Apparently the battery needed to be replaced, the AAA shop replaced it, and the wiring connection from the starter to the battery. Because the battery AAA replaced that was sold by AAA was under warranty and guaranteed by AAA, I followed up to be sure that we arent paying for a covered product. Called, and told the manager, Tony, they replaced an AAA battery, thus we shouldnt have been charged for it. Tony said it wasnt an AAA battery, we said it has an AAA sticker on the battery, he said just because it has AAA sticker on the battery does not mean its an AAA battery. We said we have the picture of the old battery. (My wife took pix of it before it was towed away). Readers: it makes no functional sense for us to replace a guaranteed AAA battery that is under warranty with another battery that is non AAA. Then have that battery die out and towed to AAA to be replaced and then mysterious disappear... We will find a way to upload the invoice and original receipt to this review. Continuing on the phone, told Tony we had a receipt that the battery is under warranty, he said to bring in the receipt, then they will issue the refund. Went back to the store with the receipt, AAA changed their mind and refused to refund us. Employee told us to come back and talk with the manager, since both managers werent on duty. At the store, we showed the employee photos of our old battery. They looked for our battery and couldnt find it at the shop. Told us to return at another time... Visited the place again for the third time. Manager, Justino, refused to issue a refund, told us (me and my wife) to contact the AAA company that installed the battery. We said we got the battery from AAA, but Justino said we didnt get it from them. We said if we buy something from Target and we want to return it, we can return it to any Target stores, etc. Then the manager said the warranty or refund only applies to the original owner, we said we are and showed the receipt. Then she proceeded to look for a very fine line on the invoice that said if the connection wasnt hooked up properly, AAA isnt liable. I said that she has lied to us in the past, and asked for the test results to show that the battery has failed as she has stated. The invoice showed that the battery has been tested. She said she doesnt have the test result, and there is no test for the connection. We told the manager that we wanted to get refunded, Justino said that they dont do refunds here. What the heck... She told us at the beginning to return with the receipt for a refund... Tony and Justino has lied and changed their story multiple times throughout the entire encounter. Saying that AAA will do refund then refused to. A real disappointment, and Tony and Justino has tarnished the reputation of AAA as being a place that can be trusted to provided excellent and very honest customer service. I would give this place a zero star if I could. We called AAA customer service, and the rep said that we will hear back from the manager the next day. We didnt... So we called the manager, Justino anyway... 7 days later. We asked if she has heard from AAA, she said it takes ten days for the manager to respond... then she said, ok we will refund you if you have the receipt from AAA, but because you do not, you will only receive a prorated refund. We explained that we do have the receipt... Finally, she said, to sent it, and that she will give us a refund.. I said why didnt you copy the receipt when you had the chance... We asked for an e mail confirmation.. she sent it... AAA is a pain in the neck... I will cancel my membership, and encourage others in our family to do so, and switch to something else with far better and more honest service... Check yelp, and decide for yourself... Go somewhere else...

RO

Ron Kelley

Terrible! I went in for my appointment at 10 am on Saturday. They did not have an appointment for me in their system. I told them that I had called on Friday to make the appointment and then explained to them the situation that had occurred previously. When I had called to make my appointment to coincide with an appointment my wife had made for her car, they didnt have her appointment. I thought we were straight. I checked to make sure they didnt drop my appointment for hers and they assured me that I would be taken right after her. When we got to the shop on Saturday, I didnt have the appointment. The interesting thing is that the service manage said that he remembered the conversation from the day before. He was sitting next to the person that took the call. He said that they could try to work me in, but he stated that other people had appointments (the waiting room was full) and if they came in he would not be able to accommodate me. I would have to sit there all day and wait for an oil change. Actually, I was going to ask them to rotate the tires and do some other work also, but they couldnt handle the oil change. Although the manager had heard the me make an appointment he would not admit that they had made a mistake. He did not apologize for causing me inconvenience (two hours of lost time on Saturday) and he did not offer me any incentive to come back again with another appointment even though I suggested that would be the thing to do. The sad fact is that I had been telling everyone I knew about the great experience I had at AAA. I had gone last year with my wife and it was great. I was in love with the place. It was new then and they were trying hard to please. Not anymore. They have gotten to big and are overwhelmed. They could care less about customer service and they dont care if I come back or not. Never again AAA and Ill be telling anyone who will listen my story.

MA

Matthew Carroll

The only reason I went to this AAA location was because the one on Rockville Pike couldnt do the state inspection for me until after the new year. I should have just waited. I brought my car in to get my MD state inspection. My car is a 2007, so its a little old, but in great shape. Well, surprise surprise, it failed. They told me the rear strut was leaking, the alignment was off and a handful of other minor things. When I asked them about the alignment check, they told me their inspector had driven the car for two miles and noticed it was pulling. I dont know about you, but that just screams rip off. Why would you drive the car to test the alignment? Why not put it on the machine? Ill tell you why, because you cant dispute something if there isnt a clear measurement. Needless to say, after I got the alignment done through them, the before and after wasnt that different. When I got the quote from them to do the work, it was almost double what I ended up paying to have it done somewhere else. Not only that, but the guy I took it to used to be a state inspector for MD and he told me that it was BARELY leaking and that 9 out of 10 shops would have passed it. Needless to say, I got everything fixed and brought the car back to have it reinspected. When I was there the first time, they told me that as long as I brought the car back within a certain amount of time, I wouldnt have to pay anything to have it reinspected. Surprise surprise, when I brought it back they told me it would be an additional $30 charge because they had to put it back on the lift to reinspect it. At this point I didnt want to have to deal with the hassle of taking it somewhere else, so I just paid. I will NEVER visit or recommend this AAA location ever again. Everything about my experience there screamed dishonesty. Do yourself a favor and take your car somewhere else.

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