I have spoken with Ms***, today February 3, 2017, in regards to her concerns with their recent request for service as outlined in her complaintI extended our apologies for the way their various service calls had been handled; providing her with our assurance that we will address the
issues which resulted in the overall less than satisfactory service with the individuals involved and will provide coaching/training as warranted. I reviewed the issue with the *** tow hook with her. She now understands that this is a piece of equipment that should be with the car and that most service providers would not has this hook as part of their standard equipmentI advised her that I have marked the various service calls associated with the three event dates as a courtesy so they will not count towards her account as service calls they receive for the membership period. I let her know that as of today (February 3, 2017) that she now has two remaining service calls and her associate, ***, has three calls remaining until the membership renews on 9/1/
Initial Business Response /* (1000, 13, 2015/12/11) */
Upon investigation we regret to confirm that the incident Mr*** describes took placeService was delayed for several hoursTwo days prior to the incident AAA Colorado had implemented a new operating system and unfortunately Mr***'s
service request was delayed as a result of an error in the new systemOur Member Service Specialist, *** *** has attempted to contact Mr*** by phone to discuss/rectify the situation
Mr*** called for service on November 22, and was provided service with no issues
I spoke with Mr*** *** today, February 11, to address his concerns.I advised *** *** that due to his past experience with both an extremely long project service time and the long phone hold time is not our standard and understand his wish to cancel his AAA membership. I
advised that a refund will be issued in the amount of $82.50. I told him that the refund will be issued in the form of a check, rather than credits back to his credit cards. I let him know that the check would not be issued until next week, then mailed.He was very pleased with this resolution. I did provide him with my direct contact information should he have any further questions or concerns.Resolved by *** ***, Member Satisfaction Lead, AAA Colorado.*** ***AAA ColoradoMembership Satisfaction Specialist*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
This complaint is actively being addressed and investigatedWe are in contact with Ms*** to resolve the issueWe will make arrangements to have all the keys associated with her vehicle reprogrammed so they will all work and not have to be rekeyed
We apologize for the poor customer service the *** *** party experienced while trying to contact our office to reschedule their vacation. Management will review the situation and handle accordingly. *** ***’s wife did visit the *** *** *** store at approximately 5pm
on September 4, and waited minutes to see a travel agent. At 5:25pm our travel agent spoke to *** *** for minutes which included speaking to Mr*** over the phone. They discussed *** as an alternate destination because of the hurricane warning impacting their trip to *** and *** ***. The agreement was that the travel agent would get back to *** *** the following day because it required additional research to complete a package to *** with such a short booking window. The ***’s did meet with our travel agent and scheduled a vacation to *** per their request
Response to complaint #*** *** *** filed a damage Complaint in February with AAA Colorado, concerning damage done to his vehicle from *** *** *** when his vehicle was towed due to a flat tireWhen *** towed the vehicle the tow strap rubbed the paint off the bumper
The damage claim process at AAA Colorado is as follows: Collect information from the member and a statement from the tow companyCollect pictures of the damageWhen we receive all the information from all parties we take in to consideration of who is at fault of the claimWhen the tow company is responsible for the repair/damage the following process is taken We get to estimates from repair shop/body shops of the member’s and tow company’s choosingWhen we receive the estimates, we will have the member take the vehicle to the shop that was decided upon for repairs and make the payment directly to the shopThis process is like making an insurance claim We received all the information and the claim from *** *** and have offered *** *** to take the vehicle in to the body shop to get it repaired, we will make payment directly to the body shop*** *** is not happy with this process and wants a check sent to him for the cost of the repair as he plans to sale the vehicle rather than repair it In consideration of *** ***’s years of membership we will honor his request for a check for the damages
AAA Colorado has completed a thorough investigation of the events associated with this incident. In the event of roadside breakdown, AAA provides members with minor mechanical adjustments as means to mobilize their vehicle. These common and accepted practices allows member to...
continue their journey to a repair facility at their convenience. In the event that we are not able to do so, AAA provides for towing services under the membership. In this instance AAA was called to provide roadside assistance in two instances. In the first instance, on June 23 we were able to bypass the relay to start the vehicle. No damage was done to the starter. As the member chose not to take the vehicle to a place of repair, we received another service call on June 27. Again our roadside problem solving technician was able to mobilize the vehicle. A tow was offered to the member, but the member chose not to take advantage. After AAA received the initial complaint regarding damage to the starter on July 1, an investigation was initiated. We spoke to the mechanic at the repair facility. We were advised that based upon their inspection it did not appear that AAA caused any damage to the starter, which is supported by the fact that it started both times for the AAA technician. The mechanic further advised that after the vehicle was inspected and a quote provided, that the vehicle had been damaged in an accident and that no repairs were actually completed by him. AAA Colorado does not agree to the claim for damages of $410.11
Initial Business Response /* (1000, 6, 2015/09/10) */
I spoke with Mr. [redacted] and first off sincerely apologized for the inconveniences that occurred for him on that day. In researching AAA policy on covering Scooters they must meet two requirements. 1) The Scooter must be 50 CCs 2) The Scooter is...
registered and has a License Plate. Our members Scooter did not meet requirement #2 ultimately leading to AAA not being able to cover the service he requested that day. However, that being said the member was advised when he first called in to get coverage on his Scooter in June of 2014 that he would be covered. The telephone representative did not clearly understand the policy. We will make it a high priority to retrain our current staff and correctly train future staff on the requirements that must be met for covering a scooter under AAA. Being that Mr. [redacted] paid for service that he would never be able to use we did put a credit on his membership account for the amount he paid into the extra coverage. He is overall very satisfied with AAA and appreciated the response and clarity on the coverage. His scooter ultimately started to work that day so he did not need to have it towed by another company.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was fair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...
and I have been in contact with [redacted] at AAA. I believe we are in agreement on the resolution and will be able to close this out shortly. I am very thankful I had her to talk to.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11132117, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] our Manager of Membership Accounting has been in contact with [redacted] and helped her to correct the billing type for her son's account and has resolved the issue.
[redacted] attempted to contact Mr. [redacted] in November as well as on January 7, 2016 to try and resolve this matter, but we have received no response to our voice messages. Mr. [redacted] e-mailed Mr. [redacted] today in an effort to reach him regarding this matter.
AAA Colorado conducted additional research after receiving a copy of the repair invoice. There is lack of direct evidence that actions by the AAA Colorado service technician caused the damage other than evidence of damage to the housing on the starter relay (which by itself would not cause the starter relay to malfunction). We believe we conducted a thorough investigation and could not conclusively determine fault. In the interest of consumer good will, AAA Colorado agrees to pay the for the damage claim submitted by [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (AAA Colorado agreeing to pay for the damage claim I submitted) is satisfactory to me. Please advise how AAA will pay this claim, to me directly or through Revdex.com?
Sincerely,
[redacted]
On May 30, 2016 [redacted] left a voicemail for [redacted], a travel agent with AAA Colorado, initiating her complaint that the ocean at [redacted] was not swimmable. AAA Colorado was closed due to the Memorial Day holiday. [redacted] did contact [redacted] and advised...
her she would contact our travel vendor on Tuesday May 31, 2016.At the time of purchasing this vacation [redacted] presented the travel agent with a challenging list of criteria and together they determined the [redacted] resort best fit her needs. Ms. [redacted] required a hotel that allowed her to smoke while on the property, extensive Kids Club activities and a door separating the sleeping areas of the traveling party. Although the [redacted] is a AAA Four-Diamond rated beach property, the hotel has a policy that their patrons cannot swim in the ocean due to strong currents and other safety factors. On May 31, 2016 AAA Colorado’s travel vendor was contacted and offered the option to move [redacted] and her family from the [redacted] to the [redacted] that had a swimmable beach. There would be a $200.00 fee to move in addition to a cab or transfer fee to the new hotel. [redacted] contacted [redacted] with this option; with there being a fee to move and not knowing the exact details and amenities of the [redacted], [redacted] declined this option.[redacted] was contacted again on May 31, 2016 by [redacted], Customer Relations Manager and was offered two solutions. The first solution being to move her and her family that day and AAA Colorado would cover the entire cost of the move including the cab or transfer cost to [redacted]. AAA Colorado also offered to pay for the family to enjoy an ocean excursion of her choosing up to $300.00 if she chose to stay at the [redacted]. [redacted] declined the excursion and the move to the [redacted] resort unless that resort was able to meet specific room amenities and kid’s club activities. AAA Colorado worked through their travel vendor and the [redacted] to do determine if it would meet her criteria.After consulting with our travel vendor and extensive research on the [redacted] to determine if [redacted]’ requests could be met including the criteria mentioned in paragraph 2, she was contacted on June 1, 2016 and advised on what the [redacted] resort could offer and the differences between the two resorts. Again, the ocean excursion option was offered to [redacted]. [redacted] declined both options wanting only a future vacation or a full refund of $4381.00. [redacted]’ total vacation cost was $4381.00, however, the [redacted] cost was $2309.00.AAA Colorado is currently working with our travel vendor on a mutual resolution for [redacted].
We have been in contact with Mr. [redacted] and have come to an agreement with him, and the towing company to get his damages taken care of once he submits a written estimate for the repairs.
I have spoken with Ms***, today February 3, 2017, in regards to her concerns with their recent request for service as outlined in her complaintI extended our apologies for the way their various service calls had been handled; providing her with our assurance that we will address the
issues which resulted in the overall less than satisfactory service with the individuals involved and will provide coaching/training as warranted. I reviewed the issue with the *** tow hook with her. She now understands that this is a piece of equipment that should be with the car and that most service providers would not has this hook as part of their standard equipmentI advised her that I have marked the various service calls associated with the three event dates as a courtesy so they will not count towards her account as service calls they receive for the membership period. I let her know that as of today (February 3, 2017) that she now has two remaining service calls and her associate, ***, has three calls remaining until the membership renews on 9/1/
Initial Business Response /* (1000, 13, 2015/12/11) */
Upon investigation we regret to confirm that the incident Mr*** describes took placeService was delayed for several hoursTwo days prior to the incident AAA Colorado had implemented a new operating system and unfortunately Mr***'s
service request was delayed as a result of an error in the new systemOur Member Service Specialist, *** *** has attempted to contact Mr*** by phone to discuss/rectify the situation
Mr*** called for service on November 22, and was provided service with no issues
I spoke with Mr*** *** today, February 11, to address his concerns.I advised *** *** that due to his past experience with both an extremely long project service time and the long phone hold time is not our standard and understand his wish to cancel his AAA membership. I
advised that a refund will be issued in the amount of $82.50. I told him that the refund will be issued in the form of a check, rather than credits back to his credit cards. I let him know that the check would not be issued until next week, then mailed.He was very pleased with this resolution. I did provide him with my direct contact information should he have any further questions or concerns.Resolved by *** ***, Member Satisfaction Lead, AAA Colorado.*** ***AAA ColoradoMembership Satisfaction Specialist*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
This complaint is actively being addressed and investigatedWe are in contact with Ms*** to resolve the issueWe will make arrangements to have all the keys associated with her vehicle reprogrammed so they will all work and not have to be rekeyed
We apologize for the poor customer service the *** *** party experienced while trying to contact our office to reschedule their vacation. Management will review the situation and handle accordingly. *** ***’s wife did visit the *** *** *** store at approximately 5pm
on September 4, and waited minutes to see a travel agent. At 5:25pm our travel agent spoke to *** *** for minutes which included speaking to Mr*** over the phone. They discussed *** as an alternate destination because of the hurricane warning impacting their trip to *** and *** ***. The agreement was that the travel agent would get back to *** *** the following day because it required additional research to complete a package to *** with such a short booking window. The ***’s did meet with our travel agent and scheduled a vacation to *** per their request
Response to complaint #*** *** *** filed a damage Complaint in February with AAA Colorado, concerning damage done to his vehicle from *** *** *** when his vehicle was towed due to a flat tireWhen *** towed the vehicle the tow strap rubbed the paint off the bumper
The damage claim process at AAA Colorado is as follows: Collect information from the member and a statement from the tow companyCollect pictures of the damageWhen we receive all the information from all parties we take in to consideration of who is at fault of the claimWhen the tow company is responsible for the repair/damage the following process is taken We get to estimates from repair shop/body shops of the member’s and tow company’s choosingWhen we receive the estimates, we will have the member take the vehicle to the shop that was decided upon for repairs and make the payment directly to the shopThis process is like making an insurance claim We received all the information and the claim from *** *** and have offered *** *** to take the vehicle in to the body shop to get it repaired, we will make payment directly to the body shop*** *** is not happy with this process and wants a check sent to him for the cost of the repair as he plans to sale the vehicle rather than repair it In consideration of *** ***’s years of membership we will honor his request for a check for the damages
AAA Colorado has completed a thorough investigation of the events associated with this incident. In the event of roadside breakdown, AAA provides members with minor mechanical adjustments as means to mobilize their vehicle. These common and accepted practices allows member to...
continue their journey to a repair facility at their convenience. In the event that we are not able to do so, AAA provides for towing services under the membership. In this instance AAA was called to provide roadside assistance in two instances. In the first instance, on June 23 we were able to bypass the relay to start the vehicle. No damage was done to the starter. As the member chose not to take the vehicle to a place of repair, we received another service call on June 27. Again our roadside problem solving technician was able to mobilize the vehicle. A tow was offered to the member, but the member chose not to take advantage. After AAA received the initial complaint regarding damage to the starter on July 1, an investigation was initiated. We spoke to the mechanic at the repair facility. We were advised that based upon their inspection it did not appear that AAA caused any damage to the starter, which is supported by the fact that it started both times for the AAA technician. The mechanic further advised that after the vehicle was inspected and a quote provided, that the vehicle had been damaged in an accident and that no repairs were actually completed by him. AAA Colorado does not agree to the claim for damages of $410.11
Initial Business Response /* (1000, 6, 2015/09/10) */
I spoke with Mr. [redacted] and first off sincerely apologized for the inconveniences that occurred for him on that day. In researching AAA policy on covering Scooters they must meet two requirements. 1) The Scooter must be 50 CCs 2) The Scooter is...
registered and has a License Plate. Our members Scooter did not meet requirement #2 ultimately leading to AAA not being able to cover the service he requested that day. However, that being said the member was advised when he first called in to get coverage on his Scooter in June of 2014 that he would be covered. The telephone representative did not clearly understand the policy. We will make it a high priority to retrain our current staff and correctly train future staff on the requirements that must be met for covering a scooter under AAA. Being that Mr. [redacted] paid for service that he would never be able to use we did put a credit on his membership account for the amount he paid into the extra coverage. He is overall very satisfied with AAA and appreciated the response and clarity on the coverage. His scooter ultimately started to work that day so he did not need to have it towed by another company.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was fair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We have received the damage claim, have contacted the member and are processing a check for the damages.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...
and I have been in contact with [redacted] at AAA. I believe we are in agreement on the resolution and will be able to close this out shortly. I am very thankful I had her to talk to.
Sincerely,
[redacted]
A check for $963.96 was processed today and will be sent to the complainant's home address.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11132117, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] our Manager of Membership Accounting has been in contact with [redacted] and helped her to correct the billing type for her son's account and has resolved the issue.
[redacted] attempted to contact Mr. [redacted] in November as well as on January 7, 2016 to try and resolve this matter, but we have received no response to our voice messages. Mr. [redacted] e-mailed Mr. [redacted] today in an effort to reach him regarding this matter.
AAA Colorado conducted additional research after receiving a copy of the repair invoice. There is lack of direct evidence that actions by the AAA Colorado service technician caused the damage other than evidence of damage to the housing on the starter relay (which by itself would not cause the starter relay to malfunction). We believe we conducted a thorough investigation and could not conclusively determine fault. In the interest of consumer good will, AAA Colorado agrees to pay the for the damage claim submitted by [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (AAA Colorado agreeing to pay for the damage claim I submitted) is satisfactory to me. Please advise how AAA will pay this claim, to me directly or through Revdex.com?
Sincerely,
[redacted]
On May 30, 2016 [redacted] left a voicemail for [redacted], a travel agent with AAA Colorado, initiating her complaint that the ocean at [redacted] was not swimmable. AAA Colorado was closed due to the Memorial Day holiday. [redacted] did contact [redacted] and advised...
her she would contact our travel vendor on Tuesday May 31, 2016.At the time of purchasing this vacation [redacted] presented the travel agent with a challenging list of criteria and together they determined the [redacted] resort best fit her needs. Ms. [redacted] required a hotel that allowed her to smoke while on the property, extensive Kids Club activities and a door separating the sleeping areas of the traveling party. Although the [redacted] is a AAA Four-Diamond rated beach property, the hotel has a policy that their patrons cannot swim in the ocean due to strong currents and other safety factors. On May 31, 2016 AAA Colorado’s travel vendor was contacted and offered the option to move [redacted] and her family from the [redacted] to the [redacted] that had a swimmable beach. There would be a $200.00 fee to move in addition to a cab or transfer fee to the new hotel. [redacted] contacted [redacted] with this option; with there being a fee to move and not knowing the exact details and amenities of the [redacted], [redacted] declined this option.[redacted] was contacted again on May 31, 2016 by [redacted], Customer Relations Manager and was offered two solutions. The first solution being to move her and her family that day and AAA Colorado would cover the entire cost of the move including the cab or transfer cost to [redacted]. AAA Colorado also offered to pay for the family to enjoy an ocean excursion of her choosing up to $300.00 if she chose to stay at the [redacted]. [redacted] declined the excursion and the move to the [redacted] resort unless that resort was able to meet specific room amenities and kid’s club activities. AAA Colorado worked through their travel vendor and the [redacted] to do determine if it would meet her criteria.After consulting with our travel vendor and extensive research on the [redacted] to determine if [redacted]’ requests could be met including the criteria mentioned in paragraph 2, she was contacted on June 1, 2016 and advised on what the [redacted] resort could offer and the differences between the two resorts. Again, the ocean excursion option was offered to [redacted]. [redacted] declined both options wanting only a future vacation or a full refund of $4381.00. [redacted]’ total vacation cost was $4381.00, however, the [redacted] cost was $2309.00.AAA Colorado is currently working with our travel vendor on a mutual resolution for [redacted].
We have been in contact with Mr. [redacted] and have come to an agreement with him, and the towing company to get his damages taken care of once he submits a written estimate for the repairs.