AAA East Central

A representative from our Administration Department spoke with the member today, June The member received the check yesterday and is happy with the resolution

I am writing in response to complaint # [redacted] by [redacted] about her AAA membership automatically being renewed sans-serif;"> Our records show that [redacted] joined AAA in January and there was a lapse in her membership renewal between January and June In June 2011, she added [redacted] to the membership for one year through a special offer which gave him the one year membership for freeThe special offer also included a discounted membership fee for [redacted] from $to $because she took advantage of the auto pay option Since [redacted] took advantage of the auto pay option, her membership was automatically renewed for both she and [redacted] in June for $and June for $ Please let me know if you have any questions Sincerely, Theresa [redacted] P [redacted] Director of Legislative Affairs AAA East Central WHamilton Street Allentown, PA Tel: ###-###-#### Direct: ###-###-#### Fax: ###-###-####

We have completed a thorough investigation and have come to the conclusion that AAA East Central will be issuing *** [redacted] a full refund for the airline ticket

I apologize that Mr [redacted] could not get service from AAA on February 26, I see a call was put through on the 28th where he did get his vehicle towed.I’m not sure what the reason Mr [redacted] did not get the service from our organizationWe have been experiencing an overwhelming demand for assistance due to the extreme WeatherThis has elevated the on hold times for members requesting service and also the response time for a technician to arrive at the member’s locationThis is both regrettable I and unacceptable to us as well.One of the benefits through AAA is getting outside service on days like this and submitting the receipt for reimbursement.Please accept our apologies along with our assurance that we are doing everything Within our abilities to try and reduce those long wait times for future requests.Mr [redacted] can contact me at the number below if he wishes to discuss this furtherI am in the office Monday through Friday, 8:am to 5:pm.Sincerely, [redacted] *** AAA East CentralMember Relations Manager

On October 9, 2014, a membership was purchased in the amount of $ The membership was valid until October 31, The call for road service on February 21, 2015, was the first request for the membership:• During the heavy volume period, AAA was unable to provide service and the member did contact a company for outside services • The company contacted to provide service for their Mazda was [redacted] The fee of $was indicated on the receipt sent by the member.• The member was reimbursed $30.00, the traditional fee for tire service Understandably, the situation was a disappointment, as the amount reimbursed was not as expected To resolve the situation, we will initiate a check to the member in the amount of $ The check represents the cost of the membership of $and the difference in the receipt for outside services, minus the amount already reimbursed In addition, the membership will be cancelled

[redacted] , I am writing to you in regards to complaint ID# [redacted] , by ** [redacted] ** [redacted] ***, Manager of Emergency Road Service, for AAA East Central, East Penn Region, spoke to ** [redacted] regarding her complaint about the car battery /> ** [redacted] requested from ** [redacted] documentation from her mechanic to substantiate that her vehicle’s battery needed to be replaced We are now waiting for the documentation from ** [redacted] Please let me know if you have any questions Regards, [redacted] [redacted] Director of Legislative Affairs AAA East Central WHamilton Street Allentown, PA Tel: ###-###-#### Direct: ###-###-#### Fax: ###-###-####

Our Member Relations Manager in the Automotive Services Department phoned the member and assured her that the wait times were not typical and our office was working to reduce the wait on that particular day The member did speak with the station regarding the driver The station offered their sincere apologies and have taken corrective action with the employee, and they are no longer working with this facility The member appreciated the call back; however, she feels customer service is lacking with all companies these days

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi ***,
I am writing in response to the complaint from *** *** (Complaint
#***)After checking our records, *** ***’s membership was cancelled by AAA East Central on Aug14, and we refunded his membership dues on Sept19,
Please let me know if you need additional information
Regards,
Theresa
Theresa *P***
Director of Legislative Affairs
AAA East Central
WHamilton Street
Allentown, PA
Tel: ###-###-####
Direct: ###-###-####
Fax: ###-###-####

Please see attached a page from our Guide to Member ServicesIt states vehicles will be winched out when it can be safely reachedAlso areas must be cleared of snow or ice.Our service trucks are not four wheel drives and need to have a cleared area for proper tractionOur trucks
can also get stuck and have.Our members have the option to get outside service pay up front and submit their receipt for reimbursement up to what their membership coversI’m sorry that Mr*** is requesting to cancel his membershipIf he still wishes to do so, he would have to contact Member Services at ***-***-*** and they would be able to assist himHe would need his mother in Iaw’s form of payment for the credit.Please accept our sincere apologies for the inconvenience this has caused you.Sincerely,*** ***AAA East CentralMember Relations Manager***

This is in regards to [redacted] ID [redacted].  This complaint has been sent to the department that handles mailings.  They will take this name off their list.  I called Mr. [redacted] a few times and his phone is not accepting calls and I’m not getting a voice mail.  I’ll continue...

to try today and see if I can get through to him.  There might be an over lapping of a mailing but his name will be taken off. Thank you, [redacted] Member Relations Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

The refund was processed July 23, 2015 to the member's credit card.  Our accounting department had a high volume of renewal payments and now has additional staff assisting with the processing.  We sincerely apologize for the delay and lack of service the...

member received. Regards,AAA East Central

A member relations supervisor spoke to the member on July 17 and explained that the cost of the three service calls for vehicles on the membership had already exceeded the amount of the membership cost.  This information is included on page 31 of the Guide to Member Services, which is...

mailed with the membership cards every year.  When this was mentioned by the supervisor, the member replied "nobody every reads that".  Unfortunately, we are unable to offer any refund.

I apologize that Mr. [redacted] could not get service from AAA on February 26, 2015. I see a call was put through on the 28th where he did get his vehicle towed.I’m not sure what the reason Mr. [redacted] did not get the service from our organization. We have been experiencing an overwhelming demand for...

assistance due to the extreme Weather. This has elevated the on hold times for members requesting service and also the response time for a technician to arrive at the member’s location. This is both regrettable I and unacceptable to us as well.One of the benefits through AAA is getting outside service on days like this and submitting the receipt for reimbursement.Please accept our apologies along with our assurance that we are doing everything Within our abilities to try and reduce those long wait times for future requests.Mr. [redacted] can contact me at the number below if he wishes to discuss this further. I am in the office Monday through Friday, 8:30 am to 5:00 pm.Sincerely,[redacted] AAA East CentralMember Relations Manager

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. 
Regards,
[redacted]

Our Senior Vice President of Membership Marketing contacted the member and apologized for the error which happened when there was a new system conversion.  We have provided the member with a complimentary membership for Nov 30, 2015 through Nov 30, 2016, and have also noted his...

years of membership on the new card.  The temporary card has been emailed to him.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our Member Relations Manager in the Automotive Services Department phoned the member and assured her that the wait times were not typical and our office was working to reduce the wait on that particular day.  The member did speak with the station regarding the driver.  The station...

offered their sincere apologies and have taken corrective action with the employee, and they are no longer working with this facility.  The member appreciated the call back; however, she feels customer service is lacking with all companies these days.

Due to an internal system change, the membership was inadvertently cancelled.  Our Call Center Director spoke with the member and will refund the membership amount of $106.75, the cost of the two tows, a total of $100, and will also send $119 for the cost of a primary & associate...

membership to join the AAA in [redacted]. The member was pleased with this resolution.