Columbus roadside assistance company and member can’t resolve dead battery issue

Columbus roadside assistance company and member can’t resolve dead battery issue

Member Complaint

I purchased a car battery from AAA Hilliard of Columbus, Ohio two years ago. It was supposed to be covered by a three-year free replacement warranty. My car wouldn’t start and just made a clicking noise when I turned the key. I put it on a charger for a day and it seemed OK. A few days later, the car wouldn’t start again. I called AAA and they tested the battery and said it was fine and just needed charged up. They jumped the car and got it running. Seven hours later, however, the battery was dead again. I called AAA and they told me there was nothing wrong with the battery. I had to hook the battery to a charger every night while trying to get AAA to honor their warranty, which they will not do. I talked to someone and he said his only offer was to let them have the car for the day and test it. I can’t do this though, because my spouse and I both work and it’s very hectic. AAA’s stance is just saying sorry if the test shows there is nothing wrong with the battery, they won’t replace it. My stance is, the battery has failed three times in a week and I don’t care what the test says, I want them to live up to their advertised warranty. I finally had to buy a new battery. I want AAA to reimburse me $104 for the new battery or give me the $122 I paid them for the original battery.

John McKeown, Hilliard, Ohio

Provider Response

AAA Ohio Auto Club was made aware of this issue and offered to inspect the vehicle for free at our auto repair facility to determine if the battery was truly at fault and eliminate any other technical issues with the vehicle. The customer didn’t want to be inconvenienced and refused to allow the inspection. However, two different service responders performed a comprehensive test at the car’s location and the tests indicated the battery was good and just needed charged. Replacing the battery in this situation may not solve the long-term starting issue. I did offer a solution, but the battery is no longer available to me for inspection. This is a case where AAA’s expressed warranty does have a process to be followed, even though the process is perceived as inconvenient.

William J. Linsenmayer, director, automotive service



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