American Automobile Association [AAA] review: I had serious problems getting two titles confirmed as processed by AAA South Williamsport Rep Roxanne Garmon

on 11/16/23, I went to SWmsprt AAA office and had 5 titles to change to my mothers name before her passing the next day. I had Roxanne Garmon who processed info on this transaction. I had to run back home twice to furnish docs to get the process completed. I spent approx three hours start to finish. My goal that day was to have all five titles put into my mothers name to prevent me from having possible problems later on with her estate since the titles also reflected my fathers name who passed prior to this time. I received two of the titles processed by mail soon. But I did not receive three titles to date. I went to back to the office and asked Roxanne what was going on since no receipt of other titles. She looked at my receipt and told me she only process three out of five titles. But I told her I gave her all five titles to process. She did not do anything else to help me but tell me one title was ATV and they take longer. Next day, I back to office and inquired again and again showed my receipt. they told me they did not have record of two titles being processed because the receipt did not reflect this. I told them to call me after researching. Next day they left phone msg so I went the next day to office. The lady had no notes to explain to me what they called me about and asked me to explain to her. I left the office in frustration and called when I got home. I talked to a person who told me that I had to get back with Roxanne to settle the matter but I disagreed with this and told her i already talked to Roxanne and she is the one who made the error. Then I was told to meet with the Manager Samantha on Monday. Your firm here has no way of documenting or tracking what others helped me with so if i go in person or call by phone your firm cannot help me any further except to tell me I need to get back with the person who helped me which is not always possible. This is not how to run an efficient operation at all. Plus the level of redtape and hassle of explaining again and again each time a customer inquires back for resolve. Monday came so i met with Mgr. She said them losing titles never happens and I told her that I gave two titles to process and there is no record on receipt for them showing name change. I had went home twice to get info and mileaged on two cars the titles I had that I did not receive todate. Before now I was told that I would have to cover the $67 cost to get duplicates of two titles I knew were missing. But after explaining my issue to Samantha she said the firm would cover the cost and even now Samantha did not research anything before telling me this. The lady next told me that I needed docs to get dupliates etc. So I left and came back with paperwork like death certificates and prior to now was told by lady i called that Roxanne said the two missing titles were not processed because I did not have a death certificate of my father. Well that is a lame excuse because I went back home twice and Roxanne never told me she needed death certificate of dad plus I would have went back home to get them since i have 20 extra copies but Roxanne did not tell me this. But when I came back to the office Samantha and the other lady were not in so I left. Then i get an email from Samantha saying she researched further and found that the two titles did get processed after all. I have to wait for them to be mailed. Plus I was told the ATV title takes longer to process to receive. Before leaving the office after meeting with Samantha I complained to her that staff cannot document customer interactions so as to show uptodate info on issues like i had here. Samantha said that is being addressed. I am writing this complaint because Roxanne screwed up big time and then would not admit and then lied saying that I did not give her death certificate when all the while she never told me she needed it to process just a name change on the two titles in question. She only went by the receipt she printed which did not reflect the charge for the name change on title and refused the fact that I gave her two titles for processing and denied I ever did give them to her. She should be fired on the spot over this. And Samantha tried to tell me that my scenario of events never happen which in this case it did just as I told them. Plus Samantha should have researched the matter right then and there without lazily telling me that i have to do a duplicate title regardless of who pays for it. It was a quick fix and shows Samanthas incompetence like the rest of staff at AAA South Williamsport. You need younger staff there because elderly are more prone to make mistakes and then deny them as in this case with Roxanne. I got an email as follows:

Samantha Long

Mon, Dec 11, 1:34 PM (13 hours ago)

to me, Beth

Mr. Gatti-

We did a little more research on this and the information provided to us by the AAA Federation last week was incorrect. Both of these titles were processed by our office on 11/16/23 and were submitted to PennDOT. You do not need to request any duplicates and that is why you and AAA no longer had the originals- they were submitted. I apologize for the inconvenience this has caused you and the multiple trips into our office.

It was unfortunate for you, but I did take this example as the opportunity to implement some improvements in how issues are processed in my office. Hopefully, in the future, when someone comes in with an issue, anyone in the office at that time will be able to help them and know exactly what was done/pending. I hope this improvement in our office procedures will benefit future members and decrease the frustration it causes.

Again, I sincerely apologize for the inconvenience and frustration this caused you. With your recent loss, it pains me to know that AAA North Penn contributed additional stress to you. At this time, the titles should come to you in the mail within the next 2-4 weeks. There is nothing else that you need to do. If you have any other issues or concerns, you can reach out to me at any time via email, phone, or by stopping in the office and asking for me.

Thank you!

Samantha

Samantha Long

Branch Office Manager-from Samantha saying she did research the matter further again told me the two titles were processed and to be sent to me. I wrote back this reply: David Gatti

Mon, Dec 11, 1:44 PM (13 hours ago)

to Samantha

Well, I do thank you for letting me know and I TOLD Ya'll SO! and Roxanne was dead wrong and screwed up big time and would not admit and I had you in your office telling me that this would never happen. I cannot rely on your organization it seems from top to bottom after this and its all sad. dg

****Now I am filing this complaint because I will no longer ever step foot back in that office for any help again. I will drive straight to Lewisburg PA about 30 miles away to do my business and you need to fire Samantha also for her incompetence because in this day and age why would a firm doing such important matters as titles etc. not have a customer interactions documented to avoid future confusion and frustration for customers have to go back over again with a different person and in this case I was told i had to wait til Roxanne got back in to the office to settle this because she was the only one who handled it and that there is not record other than in her memory or recollection of events especially in this case because Roxanne failed to charge for the title name change which the receipt in this case did not reflect her major errors etc. and your staff's competence and complete utter competence and from the top down not one of them can be trusted and put me through the wringer and the last dying moments I had with my mother are gone because it took so long and then the processing of this was not documented for future accurate reference and then an employee lied about not receiving the titles I gave her personally. And then the added level of frustration and time I spent trying to rectify this for resolve caused more damage and trauma for me after my mother passed on 11/17 the exact day after i went to your office and ran into Roxanne to handle this transaction. Please let me know what you plan to do and bring me resolve over this entire event. I would like to be compensated in some way like a year membership which I paid for on 11/16 with Roxanne this dreadful day, to be waived which in this case would still be little compensation for the emotions, anguish, frustration, being lied to, dealing with complete incompetence at Manager and frontline level etc. which no customer should ever have to face. And again I will drive the added distance to avoid ever again dealing with this staff at this office. I believe again due to this serious nature of all I was put through at a time that my mother was dying and then afterwards etc, your firm would at least provide me the next year membership of my AAA Membership Cost at no charge without me even asking for it which would only be the least your corporate office could do when investigating the facts of this ridiculous experience I had to endure and suffer from 11/16 and beyond.