AAA Mid Atlantic, Incorporated

Review: My car recently had been acting up. We drive our car to outer states sometimes and we don't want to get stranded so we thinking about getting AAA. One day a AAA saleswomen called about a promotion with AAA and their pitch was I can get my car towed if anything happened. They had a live representative come into my business and explained to me about AAA. I told them my situation and they said that AAA will cover towing 365 days a year to any mechanic within 100 miles. No one explained to me there were different packages to AAA. If I knew what I needed was in the plus package, I would have got that. I paid them in check right away. I was under the assumption that towing would be free. As of today 3/12/2013, my car just broke down 60 miles away from home. I called AAA, and they said that they can tow it to a AAA facility for free but towing back to Philadelphia would be $75 up the lift, and $4 per mile. We got it towed to their facility and was found engine is dead. Now it's going to cost more then $300 to tow it back. Even when I upgraded the services, it would take in effect 7 days later. I called AAA and wanted my refund for my membership. They said they can give me back my refund but they have to charge me for the 2 tow today. They don't know the price of it until I cancel my membership. The tow could end up costing more then the membership so I might have to pay to cancel . I'm extremely unhappy about this whole situation. I got AAA just so in case of the car situation that happened today, I would not have to go through hassle and pricing towing. Now I still have the problem, and towing charges and stuck on membership charges.Desired Settlement: I want the towing charges for towing my car back to be part of my membership. My membership is already a plus now so I should get the benefit that I originally signed up for. If not, give me full refund and not charge me what the services I have used so far.

Business

Response:

Thank you for providing AAA Mid-Atlantic the opportunity to review [redacted]'s request:

[redacted] purchased a basic member for one person, on 2/5/13 for $69. When [redacted] would be driving and the vehicle breaks down he has 4 service requests, which includes towing for 3 miles, each mile over 3 is at a special member rate.

A Welcome Kit with all of the membership information of what [redacted] had purchased was sent to him on 2/6/13, which in one of the recordings I reviewed [redacted] acknowledged that he received it, but never opened it until that morning when he needed the membership card.

On 3/12/13 [redacted] was not the driver of the vehicle when it broke down and [redacted] went on-line and added [redacted] as an associate along with adding the Plus upgrade to his basic membership. [redacted] acknowledged that he was aware that the Plus benefits had a 7 day wait period. [redacted] was just added and the membership is not valid for use on the same day of the breakdown. [redacted] was advised of the $75 hookup and $4 a mile after 3 miles.

Since the membership is within 90 days, we will honor [redacted]'s request to cancel the membership and process a pro-rated refund of $168.67. [redacted] should receive this refund within 10-15 business days.

We appreciate the opportunity to review this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I bought the package but it was not what I needed. I did not come to AAA and sign a package, they came to me and I told them what I needed but they gave me the basic package. If what I needed was the plus package, I would have signed up. Basically, AAA called me, sold me something that is half of what I was asking for. Then I need to read their package to find out I got baited into signing up and have to sign up for a higher package.

Regards,

Business

Response:

We apologize that you feel this way and I can assure you, there was no bait and switch intended. When AAA solicits new members, the initial offer AAA makes to new members is for a basic membership with the option to upgrade to a Plus Membership, which would have a 7 day wait period. In this instance even if you had the Plus membership, the service would not have been covered, as [redacted] was the person in need of service and was just added to the membership that day, therefore the service would not be covered under the membership. We have honored your request to cancel your membership and you will receive a pro rated reimbursement of the dues paid. You are n ot being charged for the initial service provided to [redacted] on that day, that expense AAA has absorbed.

AAA Mid-Atlantic appreciates the opportunity to address your concerns.

Respectfully,

[redacted], Member Relations Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

[redacted] was added that day for service and I was told on the phone before I added her that the membership would be available to be used by her as soon as I added her. I called AAA to make sure she could use the service before I did that.

Review: My mother renewed her AAA Membership in October for a 11/1/13 renewal date. On October 28, 2013 my mother had a bad stroke. On November 2, 2013 my mother had a second stroke. As soon as she was stable I began to review her finances and found that she had just renewed this service. I called on November 7 to cancel and request a refund, full or pro-rated, and was told that although the policy stated that once a payment was posted it could not be refunded, they do make exceptions under certain circu**tances. I was told to fax an explanation along with my power of attorney, which I did that day. Today, 12/6/13 I received a letter dated 11/15/13 stating that the policy was clearly stated and that she should not have renewed if she couldn't continue the service. They would not refund anything. Even after I had explained to them that she was 80 years old, in the hospital long-term, unable to drive, read, write, speak and would never be driving again, and there was no way we could have known ahead of time that she would be bed ridden due to TWO strokes . . . they wend ahead and told me that although she is ill they would continue to provide her with great products throughout the next year.Desired Settlement: I would like a refund either in full or pro-rated deducting the 6 days between the renewal date and the date I notified them.

Business

Response:

December 19, 2013

Revdex.com of Delaware

60 Reed Way

New Castle, DE 19720

Re: AAA Mid-Atlantic Refund Policy

Response to [redacted]. [redacted] Consumer Complaint ID [redacted]

Dear **. [redacted],

Thank you for notifying AAA Mid-Atlantic of **. [redacted]. [redacted]’s consumer complaint with the Revdex.com and for this opportunity to respond. I understand that **. [redacted] is concerned about AAA Mid-Atlantic’s Limited Membership Refund Policy in regards to her mother **. [redacted].

AAA Mid-Atlantic implemented a Limited Membership Refund Policy in April 2012. AAA Mid-Atlantic informed existing members of this new policy in the January/February edition of our member magazine AAA World, as well as on all renewal bills, our website, and our 2013 Member Guides.

Please see our policy below:

Membership Refund Policy after First 3 Months of Membership

There is a new limited Membership refund policy effective April 15, 2012. Membership dues payments including renewals, upgrades and added associate members will not be refunded once applied to your membership; however, your Membership will remain in force until it expires.

Overpayments will be applied to your next membership renewal or on a request basis will be 100% refunded.

Recently **. [redacted] provided us with additional information regarding **. [redacted] health condition based on **. [redacted] being confined and not able to enjoy the benefits of AAA we have issued a check refund for $116.00 **. [redacted] should receive this refund within 7-10 business days.

Again, I thank the Revdex.com of Delaware for bringing this matter to our attention and regret any frustration this may have caused **. [redacted]. I believe the actions outlined above should resolve this matter. Should you or **. [redacted] have any questions or need additional information, please feel free to contact me directly at ###-###-####.

Sincerely,

Manager, Membership Administration

AAA Mid-Atlantic Headquarters

Consumer

Response:

[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.]

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

They did refund my mothers payment.

Regards,

I called AAA to cancel my membership which I paid for in May 2015. I explained I was going to try a different provider who charges $120 less per year and that if I was dissatisfied with that new provide, I would certainly come back to AAA.
They told me they would not refund the pro-rata share of my membership fee. The agent told me to write their corporate offices in Wilmington, DE to lodge a formal complaint.
I will now have to wait until May to switch to another provider, and I can guarantee that I will never return to AAA.

This is in response to g.v. on 9/15/15. You must have signed up for annual renewal at some point because I haven't had this problem with them. They send me a bill yearly and I pay for one year at a time. I have been with them for 15 years and I would recommend them to everyone.

Review: I was in the process of purchasing another vehicle. Called company on 12/5 to provide information around 2PM. Called company again at 4:40PM on 12/5 to advise the deal had fallen through and the vehicle would not be purchased. First, I wasn't even provided any additional cost information if I had purchased the vehicle. Second, they now charge a service fee to make any changes and as a consumer I was not notified of this in writing prior with my policy nor by phone when I called about the tentative change. I received a corrected bill on 12/12 which had the incorrect mileage of my old car when they changed it back and further they had provided a higher term amount than I was already paying. They were charging me for one day's full coverage for a vehicle I never even picked up and they had picked up my coverage on the vehicle I had with them already for the next day which would have left the vehicle without coverage for 12 hours. The woman could not explain what had happened but only stated the original amount in August had not been picked up when they re-entered the paperwork on 12/5. I should not be charged for a vehicle at [redacted] Hyundai that I never picked up, purchased etc. They are charging me for one day's coverage plus a service fee for the changes. I had been with AAA Midatlantic since 1998 and have always valued their service but since they were taken over this year it is the worst service I have had by a company. No one seems to know what anyone is doing.Desired Settlement: My bill needs to be straighten out since I now am switching to another company. They tell me at AAA they should have things straightened out by June. Unfortunately, I need a confident insurance carrier until then. I also would like to be refunded what is due and not be charged for a vehicle I never had. They should also advise the consumer before we sign for coverage that they charge service fees for changes and other details. No where in my policy in August did it state that.

Business

Response:

We have located where this needs to be directed. They are waiting on the link. Please direct to the following person.

[redacted], CIC, CISR, AIS | Customer Service Manager, Insurance [redacted]

Review: I have AAA membership [redacted]. I gave a call to AAA for towing service when my car broke down on 4/16/14. The customer service person that spoke to me recommended AAA Car Care center near the break down location. I agreed to get my car towed to the AAA Care Care Rockville. The AAA Car Care mechanic provided an estimate of around 850USD to fix the car. Two days later (4/18/14), when I gave a call to check the status of the repair, I was told that, to fix the car, they have to replace more parts and provided a new estimate of around 1400USD. I authorized the estimate to fix the car. Three days later (4/21/14), when I gave a call to check the status of the repair, I was told that they have to replace more parts and provided a new estimate of around 28000USD to fix. At this point I was not confident on the Car Care. When I asked them if they can make the car running with the previous estimate (ie 1400) they said, 'no' it cannot be fixed.

I gave a call to AAA to tow my car to my preferred service station. I told all the above story to the customer support that the AAA car care cannot fix the car for the estimate that I agreed on and the towing truck arrived. The truck driver told me that I have to pay out of my pocket for the towing service and charged me 109USD. The next day I called AAA customer support and explained them that I was not told that I need to pay for the towing. The support person told me that someone will review the case and give me a call in 48Hrs. Two days later, I got a call from a person from AAA. He told me that AAA Car Care said they can fix the car and I denied the service because of the higher price. So I have to pay the cost of towing and it is not covered by the AAA. He also said that he heard me saying 'aaa car care cannot fix the car 3 times'. That is true, AAA Car care said they cannot fix the car for the estimate that I agreed (1400). If they say they can provide a fix for 2800, what is the guarantee that they will not revise the estimate to 5000 USD two days later? To me, they are not capable of fixing car. So the bottom line is, they can't fix the car for the agreed estimate of 1400.

After towing the car to my preferred mechanic, he fixed the car for 875USD and it is running good. So the car is fixable for the very first estimate provided by the AAA Car Care but for no reason they held my car for 6 days and kept increasing the estimate each time I gave a call to check the status of the car. It is unfair that AAA charged me the towing charge USD109 when the AAA car care were not able to fix the car for the agreed estimate. AAA expects AAA Car car to explicitly say that they cannot fix the car they don't care about the how many times they revise the estimate. This is totally unfair.Desired Settlement: I need AAA to refund the towing charge.

Business

Response:

Review: AAA Road service replaced my battery but it turned out to be a defective battery. AAA refused to refund my money back or exchange the battery.

Membership # [redacted]

Reference number: 1301

AAA road service replaced the car battery on my Acura on 7/13/14

Called AAA road service on 9/15 & 11/8 battery service because the car will not start

The battery kept draining out every two days

I would jump-start the battery and let the battery recharge for at least 1 hour while driving

I called AAA twice after the battery replacement, every time they come they would jump-start the car and test the battery, the AAA driver would indicate to me that the battery has good recharge and so he refuses to replace the battery following AAA instructions

I took my car to [redacted] Mechanic Shop in [redacted], MD to have the alternator and electrical system checked. The mechanic reported that everything was in a good working condition.

The last time when AAA came, I requested from AAA customer service at the Battery Department to have my battery replaced but they refused indicating for the reason that I did not drive the car enough mileage to let the battery fully recharged. Are you kidding, how many thousands of miles do you need to drive the car? The battery was replaced in July and we are in November.

I took the car to "[redacted]" store, they ran a battery test in two consecutive days and told me that the battery has a bad cell. The first day the reading showed "GOOD Recharge" but low in numbers, and the second day the reading showed "Charge Required" with lower numbers.

So I decided to replace the battery, I bought a new battery from [redacted] Store, and ever since then my car starts ok every time with no problem.Desired Settlement: I am asking AAA to issue me full refund for the price of the battery total of $132.50 including tax + $100.00 reimbursement for the trouble I experienced for being late at my work.

Business

Response:

December 10, 2014Dear [redacted]:Thank you for providing

AAA Mid-Atlantic the opportunity to review our records and [redacted]’s

concern.We have received

his complaint and documents in its entirety including battery test results from

our AAA contracted service provider and from Advance Auto. The test results are

the indicator as to when AAA is able or not able to honor the manufacturer’s

warranty on the battery. All the test

results indicated that the battery needed to be charged, not that the battery

tested bad and needed to be replaced. This test result indicates that there is

not a manufacturers defect and therefore cannot be honored. At this time the

claim is denied.Also of note, we

attempted to get further information from the member and when we asked him

questions, he was uncooperative and disconnected the line. This was the same

result when we attempted to discuss his first complaint he placed with us in

November. If [redacted]

wishes to continue the investigation, he may call us back @ ###-###-#### and

speak with a Member Relations Coordinator who will be able to assist him.Sincerely,Alicia G[redacted]Manager, Member RelationsAAA MidAtlantic

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I had explained to many AAA representatives many times the battery problem which I experienced; not just once but several times. But what they do is to keep transferring the case to different representative and every time I had to explain the same things over and over with no apparent resolution. I took the battery to be examined by several certified technicians, and they all indicated that the battery had a bad cell. I took my car to a certified mechanic to have the electrical system checked and the results showed no fault in the electrical system, the alternator was in a good working condition also. After I replaced the battery the problem disappeared which also indicate strongly that it was a bad battery . AAA claims that I was not cooperative, but I've sent them everything they have asked for more than once; and additionally I explained to them many times the battery situation. It seems like AAA wants to find any reason not to replace or refund my money. They first claimed that I had not driven a car long enough to have the battery well charged. Evidently 500 miles was not long enough for AAA. Then they claimed it was not re-charged slowly but I've told them many times that I had it re-charged several times. It seems like it's AAA business motto is to go to this length and do their best to have the customer quit asking for refund. The battery was new and it was still under warranty, and yet AAA refused to replace the battery or refund my money back.

Regards,

Review: My husband and I began planning a trip to Disney world for our 2 small children for a Christmas gift and their fist experience on an airplane and also to Disney World. We starting planning this trip with aaa Mid atlantic in October 2013 with our agent [redacted]. I had several conversation with her over the phone and email. We had a 5 day vacation planned. As soon as we got to the airport and checked in our baggage, We were informed we did not have tickets. They were standby tickets. Not what we purchased. So we proceeded to the gate. Then we were informed by a supervisor that our travel agent bought stand by seats we would not going to be flying this day 12/7/2013. My children began to cry and watch our plane fly away. Then we made several calls to my agent and the agency, on hold for 45 mins at a time in emergency situation. Then my agent [redacted] called me back, She first told me I must have been late for the flight, which I was not, and still try to put us back on a flight with [redacted] that had no seat. They were standby. I then asked to speak to a supervisor which I was on hold for 45 mins again. We were the forced to by tickets from [redacted] for a total of $1493.80, face value 129%. Spend 8 1/2 hours in the airport with 2 crying children. Miss a day in Disney world, A day of hopper passes for 4 people. Which can never be replaced!!! By the time we got the hotel my children were begging us to go home and feel asleep. some first memory. This company ruined our vacation. Has not taken any responsibility for their negligence and misconduct on their part. We were forced to be in an awful situation putting out more money. This is the worst business I have ever see!!!!Desired Settlement: We want a check for the airline cost which we were forced to pay $1,493.80.We also want a refund for the 4 people 1 day hopper passes. also we lost a day in Disney world. We want our trip refund $4,200.00. If they would have worked with us, And offered us something but they did not. they were to busy passing the phone around to make this awful situation right!!!!

Business

Response:

In October 2013, AAA Mid-Atlantic reserved a Disney World vacation package for the complaining party and her family. The Disney vacation package was offered by the Walt Disney Travel Company, and included Disney World tickets, hotel, and air travel. The total of the Disney vacation package was $4,364.24. The Walt Disney Travel Company, not AAA Mid-Atlantic, booked the air travel for the family on [redacted]. Unbeknownst to either the Walt Disney Travel Company or AAA Mid-Atlantic, [redacted] overbooked the family’s scheduled flight to Orlando.

Review: In December 2013, my vehicle was towed to AAA Car Care Center. The Service Department diagnosed the problem to be a bad alternator and a cranking sensor. A remanufactured alternator and a cranking sensor was installed. This repair took eleven days and cost $716.42. During this time I rented a car which cost $1041.60. When this work was completed I informed the service department the vehicle was due for its annual inspectio and emission test by January 31, 2014. The repair has a 24 month/24000 mile guarantee which is noted on the repair invoice. The vehicle operated normally until January 11, 2014. The vehicle was towed back to this car care center on that day for the same reason it was towed there in December 2013. The service manager informed me that the vehicle needed a wiring hsrness. The price quoted on the phone for this work was $400.00 The service manager stated that he could not guarantee that installing this wiring harness would return the vehicle to normal operation. I informed the service manager that since the vehicle was towed back to this car care center for the same reason it was towed in December 2013, my belief is that the repair work that was done should be re-checked and corrected due to the warranty guarantee. As of this date the vehicle has not been returned to me. My complaint is that this car care center is not honoring the warranty guarantee.Desired Settlement: I would like this matter to be resolved by this facility honoring the 24 month/24000 milw warranty guarantee on the work performed in December 2013. Becauae the service manager believes that the previous work is not the problem I have not had the use of my vehicle since January 11, 2014.

Business

Response:

3/18/2014

Review: Purchased three one year basic associate memberships. Received one one year membership and two two month memberships.

On December 4, 2013 we, my husband, [redacted] and I, [redacted], entered the Christiana, DE branch store of AAA to purchase gift memberships for our son, [redacted], his daughter, [redacted] and his son [redacted]. We were told that since our son's wife [redacted] already had a basic membership and they all lived in the same house (Fallston, MD) the three memberships should be added to her account. We paid $112.50. In February 2014 the membership for our son [redacted] and his son [redacted] was cancelled by the AAA administration unbeknownst to my husband, myself, our son and his son. In November of 2014 our grandson [redacted] needed the services of AAA and when he called he was told that his membership was cancelled. [redacted] father than called AAA and found that he too had been cancelled.

I have talked repeatedly with someone named Bruce at ###-###-####. He has appeared to be sympathetic to the error that occurred but I have never been allowed to speak to any of his supervisors. He admits that the error was theirs but his supervisors refuse to give us a refund or reinstate our son [redacted]'s and grandson's membership for 10 months at no cost. All we want is justice. We paid for three memberships for one year and received one one year membership (our granddaughter [redacted]) and two two month memberships. Bruce cannot tell us what the basic membership was in December 2013, but it is currently $43. Now three times 43 is 129 and we paid $112.50.Desired Settlement: I want my son [redacted] and his son [redacted] to each have a 10 month or one year membership for the year 2015 or I want a refund for the ten months of membership they did not receive.

Business

Response:

December 15, 2014Dear [redacted],Thank you for notifying AAA Mid-Atlantic of [redacted]’s consumer complaint with the Revdex.com and for this opportunity to respond.After reviewing the referenced membership, we can confirm this was an already active membership and in billing status. The cost for four people; [redacted], [redacted], [redacted] and [redacted] was $183.50 with a credit of 16.50 already applied to the renewal balance. On December 4, 2013 [redacted] went into the Christina Delaware Branch office and made a payment for $ 112.50. It seems as [redacted]. [redacted] was under the impression she was making the payment for 3 associates at $43 each however, the primary’s portion of the membership which was $71.00 was not paid at the time that the $112.50 payment was taken, the $112.50 was applied first to the primary member and then next to associate 01 [redacted], which is the standard payment hierarchy in our membership system. Since the remaining balance of $86.00 was not paid for [redacted] and [redacted] their memberships were cancelled for non-payment by our system.If [redacted] would like to make payment for [redacted] and [redacted] please have her contact our member services department at 1-866-MEMBERS. Again, I thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused [redacted]. Should you or [redacted] have any questions or need additional information, please feel free to contact me directly at [redacted].Sincerely,Eric SManager, Membership Administration

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The facts as Mr. S[redacted] stated in AAA Mid-Atlantic's letter

response do not add up. AAA

Mid-Atlantic's own records show that all four ([redacted], [redacted], [redacted] and

[redacted]) had paid memberships in January 2014. [redacted]'s primary membership renews in February of every

year. She pays her own membership and

did so in February 2014. Therefore the figures

stated in Mr. S[redacted]'s letter response still do not add up. Every time AAA

Mid-Atlantic is approached a different person comes up with a different reason

when in fact there seems to be a human error on their end for which they will

not make good.

Regards,

Business

Response:

December 23, 2014Dear [redacted],Thank you for notifying AAA Mid-Atlantic of [redacted]’s consumer complaint with the Revdex.com and for this opportunity to respond. I understand that [redacted] is still concerned about her family’s membership.After reviewing the referenced membership, we still stand by our initial response. It seems as [redacted] was under the impression she was making the payment for 3 associates at $43 each however, the primary’s portion of the membership which was $71.00 was not paid at the time that the $112.50 payment was taken, the $112.50 was applied first to the primary member and then next to associate 01 [redacted], which is the standard payment hierarchy in our membership system. Since the remaining balance of $86.00 was not paid for [redacted] and [redacted] their memberships were cancelled for non-payment by our system.If [redacted] would like to make payment for [redacted] and [redacted] please have her contact our member services department at 1-866-MEMBERS. Again, I thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused [redacted]. Should you or [redacted] have any questions or need additional information, please feel free to contact me directly at [redacted].Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They are wrong!

Regards,

Review: My insurance policy effective dates are 2/5/2014 through 2/5/2015. This company is a subsidiary of AAA. My payments have been made on time without any problems until yesterday 10/28/14. I was made aware in September through Motor Vehicle Administration that there was a lapse in insurance from 9/26 through 10/4/2014. So, I immediately contacted [redacted] Customer Service Department informing of the situation. I was informed by a representative that it was a fault on their part and the issue will be resolved by them send an [redacted] to MVA. I did not feel comfortable with the response and I immediately called back to ensure the notes were keyed into their system and there was a recollection of my call. Upon speaking the second representative Amanda, I was informed there were no notes in the system or recollection of my call, but it will be handled immediately and not to worry. I waited another week and called back to ensure the [redacted] had been submitted to MVA. The 3rd representative Andrew informed me that there was no record, apologized and promised that it would be escalated kept me on the phone while he keyed notes (so I thought) and assured that he would send over the [redacted]. On 10/28/2014, I made a trip to MVA to register another vehicle to include tags and title. Upon the MVA representative keying in my information a flag popped onto the screen informing her that I had an insurance compliance issue. I was then sent to the insurance compliance desk and informed the [redacted] had not been submitted. In addition, that if I had not come into the MVA office, there would have been suspension of the drivers license and registration. Furthermore, if I had been pulled over, my vehicle would have been towed and additional fines and penalties assessed for the insurance violation. My explanation was not good enough and I understand because they hear so many sob stories every day. I was informed by my compliance agent to contact my insurance company and have them fax over an [redacted] for the dates specified 9/26/2014 10/4/2014. Per my conversation with a customer service representative, I was informed yet again that there was nothing in the system of any calls made to them or notes of my needing an [redacted]. I was livid and embarrassed and could not fathom that this had happened to me and Im sure this type of service is truly unacceptable. The representative apologized again and promised that the [redacted] would be faxed over to MVA immediately and a copy of the [redacted] will be emailed to me for my records. After 30 minutes, the [redacted] was not received by the MVA and I called back speaking with another representative named James. Per James, there was no recollection of my call, but informed me of the following:He could send over an [redacted], but not for the dates needed because it was past the deadlineHowever, he could send over Proof of CoverageApologized for any inconvenienceI was so embarrassed that I began crying because of the frustration and nonchalant attitudes of the customer service representatives. Once, I collected myself and thoughts, I asked, How would that help me by you sending over proof of coverage without reflecting the dates of coverage lapse? Why is your company allowing this type of service to customers/consumers? So, you have taken my monthly payment which covers the whole month, but I was uninsured for 9 days. How is that possible? The response provided was upon his further checking the system, he noticed that there were notes and the payment was processed, but they processed it after the cancellation date. Huh? I was really lost because of the following:1.You took my monthly premium, but covering me for nine days2.With James being the 5th representative that originally did not see any notes, all of a sudden found a few and informed me because of their negligence I was penalized for 9 days causing me to pay the MVA fine of $1503.James informed me that was the case, but the credit for the 9 days of my monthly premium will be deducted on the back end meaning my finals payments before renewal will be less than what my current monthly premium is now.Of course, I asked for a supervisor numerous times informing there were none available and placed on hold multiple times. Finally, James returned stating all of the supervisors were in a meeting (how convenient) and informed me that a supervisor would return my call. The $150 fee was paid and I continued my transactions with Motor Vehicle Administration. Lastly, I provided MVA my insurance card showing proof of insurance and was informed that they have no record of [redacted] Insurance Company, but they changed their name which is now [redacted]. I was so exhausted including the representatives because it was closing time that they allowed me to complete the transaction with my [redacted] Insurance Card, but keyed in the correct name into their system of [redacted]. Im so disappointed by the embarrassment, service and additional fees assessed on me in which I was not at fault.Desired Settlement: At this point, I want to be compensated for this foolishness and will never do business with any subsidiaries or referral companies doing business in this manner. It is truly unacceptable.

Business

Response:

[redacted], The information was forwarded to the insurance company to review and work with the member and customer for a resolution. As [redacted] mentions in her complaint, the company that she insured with is a subsidiary of AAA Mid Atlantic. Thank you for the opportunity to respond. Alicia G[redacted]Manager Member RelationsAAA MidAtlantic.

Business

Response:

December 15, 2014Dear [redacted]:We are in receipt and have reviewed [redacted]’s complaint to your department submitted on November 3, 2014 and received by us on 12/5/14. Your complaint assignment has been referred to me for response.We have reviewed our records and find that we mailed an invoice to [redacted] on 8/25/14 which indicated that $114.66 was due by 9/3/14. As we did not receive payment by 9/3/14 another notice was mailed on 9/8/14 informing [redacted] that if we did not receive payment of $114.66 by 9/25/14 her policy would cancel due to non-payment of premium on 9/26/14. Payment was not received until 10/3/14 and at that time policy was reviewed for reinstatement according to our guidelines and reinstated with a lapse in coverage.On 10/7/14 we received a call from [redacted] requesting that we add a 2010 [redacted]. During the course of that call our service representative did inform the insured that her policy had lapsed and was reinstated with a lapse in coverage.[redacted] called on 10/13/14 to review billing with agent and was advised of her next payment. At the same time, insured asked for ID card and we emailed this to her.[redacted] called again on 10/28/14 stating she was at DMV and requesting an [redacted] by fax. This was the first time this request came to the Contact Customer Service Center. At the time, a fax number was provided as a rush request however the insured could not provide a case number. When we issue FR19’s via the Maryland MVA website, the insured has to provide a case number from the communication received from MVA before an [redacted] can be processed.[redacted] called again on 10/28/14 at 3:24 pm and provided the [redacted] case number and insurance verification date for 2003 [redacted]. Our Service Agent confirmed with [redacted] that there was a lapse in coverage, and processed the [redacted] online.On 10/29/14 a Team Leader returned [redacted]’s call but there was no answer so they left a voice mail message. Insured called back the same day, and again was informed the reinstatement was with a lapse in coverage and that she would be subject to a fine from the Maryland MVA Department. One of our supervisors also left the insured a message on 10/29/14 confirming our company procedure was that if policy canceled, we reinstate with a lapse and that we would be unable to reinstate account without a lapse in coverage.As stated, per our company and underwriting guidelines it is our practice to reinstate all policies that cancel due to non-payment of premium with a lapse in coverage. We do not charge the insured for the days in which the coverage was not afforded –[redacted]’s premium will be adjusted appropriately.In regards to [redacted]’s request for a refund of the $150 for the fine she was charged by the MVA due to her policy lapse in coverage we will be unable to accommodate her request as we feel we adequately informed [redacted] that her policy was going to lapse due to non- payment of premium and that her policy was being reinstated with a lapse in coverage.Thank your for the opportunity to address the insureds concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.Sincerely,Anne EPolicyholder Relations Analyst

Review: I purchased the AAA membership and have not been able to receive the services as indicated by the membership I relocated from FL to MD. I contacted AAA in April of 2013 and provided my updated MD address. I was contacted by AAA in Florida to pay the annual premium in July. I paid the annual premium but instead of transferring my membership to MD my membership was updated for the State of Florida. 3/27 my car broke down on the way to the repair shop. I called AAA and could not get service. I paid directly for the tow and submitted the receipts. It was reimbursed in full. After multiple calls about the membership and hours on the phone I was told that my membership had been transferred to MD but in fact this was not the case. The representatives receive incentives to get the annal membership... so everyone has been trying to get me to pay for the membership again when it's not really due until July... and this is when the membership will actually be transferred. As a result of the two clubs being under two different umbrellas.. 5/22 I hit a pot hole that broke a ball bearing. I called AAA - they came and picked me and my car up. My AAA Mid Atlantic Membership (which is what I thought I had since I'd been told that the membership was transferred) offers rental reimbursement for Premier members. I rent a car for one day as per my membership. I submit the receipts and receive a letter that I'm a basic member and that's why they can't reimburse me. I can't South to pay and I can't get Mid Atlantic to pay... none of this would have happened if when I made my payment last year I was transferred to Mid AtlanticDesired Settlement: Refund of the rental car charges and discount of the Annual Membership because I've spent countless hours trying to resolve this and in addition I was suppose to receive one month free due to a class action settlement for the upcoming Annual Membership also.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]>

Date: Thu, Sep 11, 2014 at 4:04 PM

Subject: Re: Complaint Transfer for Complaint Number:[redacted]

To: "[redacted]" <[redacted]>

This has already been resolved through AAA Florida. Can you please reach out to whomever is handling this and close it down?

Review: Purchased for my sons AAA Plus/RV ([redacted] and [redacted]) mem# [redacted] at time of adding RV to their membership I explained excatly the type of trailer they are pulling and what was in it AAA told yes they would tow it with the Plus/ RV paid for the RV for several years my son [redacted] went to use it as he broke down in Arizona in Oct 14 then AAA said OH NO WE WON't TOW TRAILER left him stranded on highway in Arizona late at night. Went to local AAA office said sorry nothing we can do I said you need to refund funds I paid over the years for RV add on since you told me yes then when it came down to towing left him stranded. I want a full refund for the RV add on.

Business

Response:

Good Morning, Please forward this complaint to [redacted]s "HOME" AAA office which is AAA MidAtlantic, P.O. Box [redacted], Newark, Delaware [redacted] or email them at [redacted]@aaamidatlantic.com **. [redacted]s membership number is Club [redacted], his address is [redacted], Bridgewater, NJ Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they are passing it off as my account. It was my sons account which I pay for. please read orginal complaint.

Regards,

Daniel Mccollum

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is typical AAA everytime you call you get a different answer. No one can take responabilty. AAA contact me by phone stop passing the buck.

Regards,

Business

Response:

[redacted] Thank you for bringing this to our attention. AAA Mid Atlantic is able to respond to [redacted] since he is a member of our AAA Club. In reviewing his complaint, I was able to locate where he was in contact with one of our Member Relations Coordintors today. Reimbursement and Membership information has been sent to him. We apologize for any and all confusion regarding his membership; and mostly we apologize that service was not available when it was needed most. [redacted] has our contact information should he need to speak with us further. Thank you for the opportunity to respond. Alicia G[redacted]Manager Member RelationsAAA Mid-Atlantic.

Review: Claim in recent AAA magazine of up to 30% Discount on vacation venues & theme parks. Tried to get discount to [redacted] Water Park and discovered the price ended up the same whether buying from [redacted] on line or from AAA store. The site offers a $2.00 discount if you buy online. AAA store offers full price admission less tax. Either way the price end up the same. There is no disscount. Also you deed a magnifying glass to read the fine print . I believe this to be deceptive advertising and makes me wonder about other offers they claim. I will not be renewing my membership this year. I will also be contacting the Consumer credit agency in my state.Desired Settlement: Stop Deceptive practices when offering discounts.

Business

Response:

July 19, 2013

Review: AAA refuses to refund expenses that resulted from a technician advising unneeded repairs to car battery that was under warranty.

Address: [redacted] MD 21218

Membership ID number: [redacted]

Date: October 17, 2014

RE: Complaint # [redacted]

To Whom May Be Concerned:

On October 6, 2014 at 5:00 PM I placed a called to AAA requesting assistance for my vehicle that wouldn't start. My vehicle is a black 2008 [redacted] with tag number [redacted]. The vehicle was located at [redacted], MD [redacted]. At about 5:40pm a technician responded and proceeds to check my vehicle battery. At this visit, the technician acknowledged my battery was an AAA brand battery (Part #** R-C Serial #[redacted]) purchased on September 26, 2012. This battery is still under warranty and I requested that the battery would be replaced instead of "jumping it". The technician stated that AAA policy is to first Jump the vehicle to see if a battery would hold a charge. If so, than the battery would not need to be replaced. The technician began to charge my battery with a portable charger than jumped it with the AAA van. My vehicle did turn on and was I able to drive around the block. I was advised to let it run for 20 minutes before turning the car off, which I followed. I wasn't given any documentation from this visit. On October 7, 2014 at 7:30 am I went to start the car and it wouldn't turn on. I placed a call to AAA about 7:45am and was told a technician would arrive to my location, [redacted], MD [redacted] before 9: 00 am. I received an AAA Alert about 8:10 with reference the call number as 131. A technician named Eddie responded from [redacted]. [redacted] verified my information I explain another AAA person came the night before and tried to jump my vehicle. At this time I requested a battery replacement since it is still under warranty. I don't want to Jump it and risk my car breaking down at another location. After running test on my vehicle and jumping it again the technician stated that there was another problem with the car and it need to be taking in to get a diagnostic test before replacing the battery (please see Test Report From 10/07/2014). I asked if my battery could still be replaced before I get the diagnostic test. The technician stated that they could not perform the replacement until the diagnostic test was completed. On October 10, 2014 I placed a called to AAA regarding the tow policy in order to get my car taken to [redacted] Auto Store, located at 10201 Philadelphia Road White Marsh, MD 21162, and since I am a basic member the policy only covered up to 3 miles. The distance between the locations is about 6 �½ miles so the representative advised me to use a third party company if my warranty with [redacted] would cover the fee. This advice was under the presumption that the issues were non-battery related, as explained by [redacted]. On October 14, 2014 my car was towed to [redacted] Auto store for testing and repairs. After running a diagnosis test the result concluded that the issue was the battery (please see attachment from [redacted] diagnostics report). As a result, I was charge $114.50 which included towing and testing fees for an issues that could have been resolved by replacing my battery which is under warranty. On October 15, 2014, a Three AAA technician was called to try to replace my battery. I am VERY disappointed in the service I have received and time lost from work from not been able to drive my vehicle. I am a single mother and have one only source of transportation. This interruption has lost me wages and missed time from school for my children. I am highly considering discontinuing my membership if this is the level of service that your company is providing. I will be contacting the Revdex.com as well as my lawyer regarding this issue. I had to place 6 total calls to AAA regarding one simple issue. I urge you to rethink your battery warranty policy if iDesired Settlement: I am seeking Full reimbursement from all expenses that resulted. I occurred a total of $115.50 which included towing and diagnostic testing to my car. This total came as a result of AAA refusing to replace my car battery that was under warranty. AAA only agreed to repay diagnostic testing even though the company advised me to use a third party towing company.