The AAA customer, Richard Dubois, encountered difficulty in getting a new battery when the one he purchased from AAA last year stopped working. Although AAA provides a three-year free replacement battery warranty for customers, Dubois struggled to claim his warranty. Despite explaining to the AAA representative that the battery was unusable, the representative was unable to test the battery and did not provide assistance. Dubois bought a new battery from a local store instead. Seeking a resolution, he reached out to 12 Responds. Upon intervention from 12 Responds, AAA refunded the cost of the battery and a service fee of $80 since Dubois’ policy had lapsed. Dubois expressed gratitude for the action taken by AAA.