Damage Complaints

If a member calls to report that their vehicle was allegedly damaged by a AAA service provider the following procedure should be followed:

· Determine if the member is an ACNY (097) member or an affiliated member.

· Affiliated members should be advised to contact their home club, who will act on their behalf.

· If an ACNY member, advise the member you will take a report that will be kept as part of a permanent record to assist AAA in assessing the performance of the provider.

· Give the member the station's name, phone number and ask to speak to the manager. Have the member contact the station directly to rectify the problem.

· Inform the member that the service provider is an independent contractor. The club is not directly responsible for their actions.

· If the member does not receive satisfaction after speaking with the station's manager, ACNY members should be advised to call Member Relations who will have received the report of the incident.

Important: If the problem is not resolved with the station's manager and the repair has to be done, any damaged parts MUST BE KEPT. Photos of any damage are also strongly recommended.

If a member's vehicle was damaged by a franchised station in the 5 Boroughs, they should be advised to contact the following:

NYC Police Department, Arterial Tow Program

330 W 34 St. - 8th Floor

New York, NY 10001

(212) 268-3220 or 3221

If a member's vehicle was damaged by a franchised station outside of the 5 Boroughs, give the name and phone number of the station.