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I swear I’ve never experienced such poor customer service before. I came here on a Monday morning for fingerprinting which is needed for a background check. My appointment was made weeks in advance for 9:50. I got to this location early and was told they were a little behind. The person running the fingerprints was named Jerry. He seemed to be not motivated and was wasting time on the phone. I was then told after waiting a half hour that their system was down and needed a reboot. Other customers were being turned away as they said they didn’t think they could get to them while in the meantime I’m waiting and no one was communicating anything with me while I’m waiting patiently. Finally after waiting an hour, I’m finally brought back and Jerry couldn’t even type in my information correctly into the system. I had to correct his typos multiple times. He then had issues with running the scanner for my ID and was clueless in resolving the issues. I then inquired if there was another machine on site to do my fingerprints and they told me no. How do you do fingerprints and not have a back up machine in case something goes wrong? Jerry was then unsympathetic and told me there was nothing else he could do for me except to come back another day. When you take time out of your day to schedule an appointment, you expect to get results or at least get some proper communication informing you that there are problems and apologies are offered for any inconvenience. I was offered none of that. If you ever need fingerprints done, stay away from this place.
Called for a tow at 1 and was told someone would be there by 2. Then got a call that they were looking for someone to come and they would let me know when they found someone. Then after about 3 more calls I was finally told that someone would come sometime after 5 p.m. because they didn't want to miss out on getting more local tows instead of first come first serve so I called and asked if someone could call and facilitate this tow because now my jeep isn't even going to get to the garage during business hours and she basically told me that the tow companies can pick and choose who they go out to help. So not only did Elite decide to just not help me and leave us stranded for over 4 hours but on top of that I'm paying for AAA to tell me I'm basically out of luck. What do I even pay for? Definitely not renewing our membership. Family is mad too so they are going to literally lose my 4 kids, 1 daughter-in-law, 1 mother-in-law, 1 brother and sister-in-law, mother and her bf, and about 6 more people. Gonna have to find another roadside assistance company that will actually not leave their customers stranded and AAA can try to pass the buck and blame Elite and vice versa but they didn't do anything to try and help in any way whatsoever so to me they both deserve 1 star and that's because you can't make it 0.
I will say this. To have a fingerprinting location and travel in the same building is very confusing and pointless. It was my first time at this location and I needed to do my fingerprints for my certification in New York. When I first walked in 10 minutes before my 9:30 appointment. I wasn’t even greeted, and there was no sign telling me where customers for fingerprinting should sign in it. So as a way to need a front door as the closer to the fingerprinting with Debbie, the representative was handling another customer. I was then addressed by another representative, who was handling AAA business. She addressed me in a very condescending way and she had an attitude. me if I was a AAA member I said no I’m here to get my fingerprints done at IdentoGo. I’m not sure what her name was but she had dark hair and she look like she was in her late 50s early 60s. She asked me did I sign in and I said no I don’t know where I’m supposed to sign in at? There was no machine or clip board to write arrival time and the set up was confusing because all you saw was items for travel. So she proceeds to write down some thing she didn’t even ask me what my name was. She acted like I was invisible, and I was just another number..unprofessional. I asked to speak to the manager whose name was Jessica. I told her about the situation and she sort of downplays the situation by saying that they’re understaffed everyone has multiple hats to wear etc. customer came in after me and so while Debbie was finishing up with one finger print I was still waiting. The lady at the AAA counter tells Debbie that the customer that came after me is next and I said how was that possible when I have a 9:30 appointment for fingerprints? And the fact that she supposedly signed me on etc. My point is despite of having your workers understaffed speak to ALL CUSTOMERS WITH RESPECT AND COURTESY. I mean regardless of race or ethnicity. I won’t be back at that establishment.
TLDR: I cant speak to their roadside service, but for PA title/registration needs, they’re somewhere on the spectrum between incompetent & dishonest/scam. Avoid at all costs. Full description below: ____ I’ll start off by saying I hate leaving bad reviews unless they’re REALLY deserved, and maybe I caught them on a bad day, it was Friday afternoon 2 hours before closing, or maybe they have uninformed employees I’m not sure but I came in for an out of state title transfer registration for a car I bought in NJ (PA has archaic rules for when you buy a car in another state, it’s strange, you can’t go to motor vehicles) and I called and spoke to someone who said they could get me my plates and registration the same day in an easy procedure, as long as I brought the car I was registering (along the requisite documentation) so they could “walk out to the lot with (me) and verify the VIN”. Perfect. While that sounds simple enough, despite being a PA resident, currently I’m staying in NJ 90 min away helping a relative who had a major surgery, so it’s a 3hr round trip, that’s why I called and double-confirmed to check. I’m sure you can see where this is going, but after an interaction with two women behind the front desk who talked to me like I had walked through their front door uninvited and interrupted a personal conversation, the older woman at my line said I was mistaken (despite speaking to their coworker several hours before), that this was NOT a quick process and they would not verify my VIN in the parking lot, that I would have to by law go to one of the mechanics on either side of them and pay for a VIN verification. Both mechanics told me they didn’t have time for this on a busy Friday PM and that it would take over an hour, even if they did have time on a slow day. What?! This goes against everything I read online, but hey maybe it’s a new rule or I’m just uninformed myself, it’s not like the internet is always accurate. I drove home upset I wasted 3hr+ of my time and took a half day off work for this, but really I was just annoyed with myself (as well as the curt employees of AAA). Fast forward to a week later, and I drove to John’s Auto Tags in Fairless Hills, PA after a phone call confirming the same process I originally was quoted by AAA, and I was in and out under 10 MINUTES, they just walked out to the lot verified my VIN visually and gave me my license plate, and they couldn’t have been nicer…All for $45! So avoid this AAA at all costs, they’re either incompetent, dishonest/scamming with their neighbors for VIN verification fees, or both.
Went into the Stefko\Bethlehem office to renew my membership. Jerry was simply wonderful… efficient and kind.👍