AAA Mid Atlantic, Incorporated

We have attempted to contact [redacted] several times via phone to no availAn e-mail has also been sent with an attached reimbursement form, asking [redacted] to fill out the form and mail it back with the original receipt for review under the terms of his membershipThere has been no return response from [redacted] as of yet We are still unable to locate a call or date of his service requestSince we have not been able to speak with [redacted] ***, we are requesting the information we need via e-mailOnce the information is received, we should be able to further investigate into his concernsRegards, Alicia G [redacted] Tina P [redacted]

December 15, 2014Dear [redacted] : We are in receipt and have reviewed [redacted] ’s complaint to your department submitted on November 3, and received by us on 12/5/Your complaint assignment has been referred to me for responseWe have reviewed our records and find that we mailed an invoice to [redacted] on 8/25/which indicated that $was due by 9/3/As we did not receive payment by 9/3/another notice was mailed on 9/8/informing [redacted] that if we did not receive payment of $by 9/25/her policy would cancel due to non-payment of premium on 9/26/Payment was not received until 10/3/and at that time policy was reviewed for reinstatement according to our guidelines and reinstated with a lapse in coverageOn 10/7/we received a call from [redacted] requesting that we add a [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/to review billing with agent and was advised of her next paymentAt the same time, insured asked for ID card and we emailed this to her [redacted] called again on 10/28/stating she was at DMV and requesting an [redacted] by faxThis was the first time this request came to the Contact Customer Service CenterAt the time, a fax number was provided as a rush request however the insured could not provide a case numberWhen 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/at 3:pm and provided the [redacted] case number and insurance verification date for [redacted] Our Service Agent confirmed with [redacted] that there was a lapse in coverage, and processed the [redacted] online.On 10/29/a Team Leader returned [redacted] ’s call but there was no answer so they left a voice mail messageInsured 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 DepartmentOne of our supervisors also left the insured a message on 10/29/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 coverageAs 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 coverageWe do not charge the insured for the days in which the coverage was not afforded – [redacted] ’s premium will be adjusted appropriatelyIn regards to [redacted] ’s request for a refund of the $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 concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, Anne E Policyholder Relations Analyst

To Whom it may concern: Thank you for the opportunity to respond to [redacted] 's grievanceWe've attempted to reach him to no availAttached you will find our response and offered resolution Kind Regards, Alicia G [redacted] Manager, Member Relations AAA MidAtlantic

We understand and empathize with [redacted] 's concern and following AAA Mid-Atlantic's "Member First" Philosphy, we are going to do everything we can to satisfy her needs If we were under our old refund policy, [redacted] would have been refunded the amount of $This is pro-rated from the time that she made the initial request to not renew her membershipWe will be sending a check for this amount as a goodwill gesture [redacted] will remain an active PLUS Member of AAA Mid- Atlantic until her expiration date of 12-01-There are numerous other benefits and discounts that she can take advantage of with AAA, not just roadserviceHowever, [redacted] can utilize her membership for roadservice when she's in a passenger vehicle - she does not have to be the driver; she just needs to be with the vehicle when the roadside service is needed Our goal is to assure that [redacted] , and every member sees the value in AAAWe hope that this satisfies [redacted] 's concerns Thanks, Alicia G***- Manager Member Relations

[redacted] ***, Thank you for the opportunity to respond to [redacted] s concernAttached you will find our formal response Kind Regards, Alicia G [redacted] Manager - Member Relations AAA Mid Atlantic

Under the circumstances I described in my complaint, I believe AAA should refund the unused balanceI am now to assume AAA is only out to keep the elderly's money and that a long time membership means nothingThey're a business and I'm just a number Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [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 timesBut 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 resolutionI took the battery to be examined by several certified technicians, and they all indicated that the battery had a bad cellI 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 alsoAfter 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 situationIt seems like AAA wants to find any reason not to replace or refund my moneyThey first claimed that I had not driven a car long enough to have the battery well chargedEvidently miles was not long enough for AAAThen 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 refundThe battery was new and it was still under warranty, and yet AAA refused to replace the battery or refund my money back Regards, [redacted]

Ms***, Thank you for the opportunity to respond to Ms***'s concernsAttached you will find the response from the Insurance Division Kind Regards, Alicia G [redacted] Manager, Member Relations AAA Mid Atlantic

June 1, Dear [redacted] ***:Thank you for notifying AAA Mid-Atlantic of [redacted] ***'s consumer complaint with the Revdex.com and for this opportunity to respondI understand that [redacted] is concerned about AAA MidAtlantic's Limited Membership Refund Policy.After reviewing [redacted] ***'s complaint, given the circumstances of when [redacted] was last an active member and the timing of when we implemented our limited Membership Refund Policy in April of 2012, we have decided to process a resund in the amount of Sl back to [redacted] in the form of a check.Again, I thank the Revdex.com 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 matterShould you or [redacted] have any questions or need additional information, please feel free to contact me directly at###-###-####.Sincerely,Eric S Manager, Membership Administration

February 11, Dear [redacted] :Thank you for providing AAA Mid-Atlantic the opportunity to review our records and [redacted] concern.We empathize with [redacted] and understand the frustration of having a vehicle break down while travelingWe have reviewed the concerns regarding [redacted] ’s service delay with AAA OhioAfter gathering her breakdown information, the AAA Ohio club discovered that she was on the turnpike which is a restricted roadwayAt that time she was sent to the proper facility to complete her serviceTurnpike Authorities do not allow AAA to service its members that are broken down on that roadway Due to the delay in locating [redacted] and ensuring she was sent to the correct facility for assistance we will be sending out a check to her for the hotel stay for night and the day truck rental.Thank you for the opportunity to respond and work with [redacted] so that we can resolve and provide understandingIf [redacted] wishes to continue the investigation, she may call us back @ ###-###-#### and speak with a Member Relations Coordinator who will be able to assist her.Sincerely,Alicia G.Member Relations Manager

Ms. ***, We are attempting to reach Mr. [redacted] in regards to his complaint regarding our Automatic Renewal Proccess. We will be able to resolve once we discuss with Mr. ***. A voice mail was left today. Mr. [redacted] is free to contact us at ###-###-####. Ms. Tina... P [redacted] is whom he should speak with directly, and her extension is [redacted] Kind Regards, Alicia G [redacted] Manager - Member Relations AAA Mid Atlantic.

July 8, 2015Dear [redacted] ***: We are in receipt of the Revdex.com letter dated June28th ***, I apologize for the delay in responding, the complaint in question is for a claim that was adjusted in our Claims Service Department and both the supervisor for the Claims Adjuster and the supervisor for our Property Damage Appraiser are out of the office this weekAs such I was asked to review the Insured’s complaint and our claim file and provide a response.Per your request we have reviewed the details of the complainant correspondenceThe Insured has a Personal Auto Insurance policy (policy # [redacted] ) with [redacted] Insurance Group (AAA Mid-Atlantic Ins Co) on the date of incident, which provided collision coverage for a [redacted] ***The Insured reported on May 6th that while driving on the Florida Turnpike in Pembroke Pines, FLa tire blew out causing damage to the wheel rimWe had a licensed vehicle damage appraiser inspect the vehicle on behalf of the Insured on May 12th The appraiser reported accident related damage to the left front wheel, bending and cracking the rim and cutting the tirePlease note that the tire, sensor and rim were already replaced before this inspection and unrelated damage to for the left front bumper was noted during the vehicle inspectionThe total accident related damages were $1,The Insured had a $1,collision deductible which was applied and a check in the amount of $was issued to the InsuredIn reference to the mud flaps mentioned in the Insured complaint, please note the followingOur claim file does not indicate any notice by the Insured of damage or need to replace the mud flaps as related to this incident when the incident was reported or after the incident was reportedOur appraiser also did not indicate anything related to the mud flaps during the vehicle inspection.In reference to the tire sensors mentioned in the complaint, please be advised that this was previously addressed by our Physical Damage Supervisor (I have include a copy of his email to our Insured for your review.Also, as I am sure you understand the other items the Insured is requesting we address are outside the scope of the Personal Auto Insurance policyCordially,Anthony RClaims Service Supervisor AAA Mid-Atlantic

Please refer to attached letter from the membership departmentWe understand that there is still a concern, however, we do have a refund policy in placeIf there are further concerns please call 1-866- MEMBERS or the phone number listed on the letter Thank you for the opportunity to address this matter [redacted] Manager - Member Relations AAA Mid-Atlantic

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
In March the business gave me pages of estimated
worked to be done on my car, one of
which was the break work. It was only
when I was told to pick up my car was I told that the break was not fixed and
was not needed to be fixed and the $was deducted from the original estimate
of $1,772.77. Thus, either the original
estimate in March was erroneous or incompetent.
But in either case, my life was endangered due to fraudulent or
negligent work done OR NOT done by this business
Regards,
*** ***

August 5, 2015*** *** originally had his vehicle towed to our location on July 14, He stated that after pulling away from a stop, he observed a burning smell from the vehicle and stated the vehicle was hesitant to accelerateOur technician inspected the vehicle however was
unable to duplicate the burning smell or acceleration issue but did find an oil leak from the engineAdditionally, he did observe the vehicle running rough and found service codes stored in main engine computer (misfires detected).Multiple service recommendations were made to repair oil leak as well as additional items in need of repairPer misfire and rough running condition, recommendations were made that included qualifying notes for possible additional parts as needed, all documented on original paperwork and discussed with customer*** *** approved an original estimate totaling $on 07/14/(G) 1:46:25pm; however those repairs did not include the oil leak repairWhile performing the original approved repairs, it was determined that additional ignition System related parts (as discussed during initial estimate) were in fact needed*** *** approved those additional repairs for a total amount (including the original estimate amount of $665.50) of $on 07/16/G) 8:44:17am*** *** was notified of the completion of the repairs on 07/16/(G) 12:50:23pm*** *** picked the vehicle up on 07/17/(a) 11:11:48amThe final invoice was reviewed with *** *** prior to payment being made and asked if he had any questions to which he answered no and paid the invoice using different credit cardsBoth invoice and credit card receipts were signed by *** ***All original paperwork, estimates, notes and inspection by technician are documented, date and time stamped and on fileThank you,
Jennifer OCar Care Manager

December 9, We have received
and reviewed *** *** * *** ‘s complaint referenced aboveIn response to
*** *** ***’s complaint the battery was replaced as goodwill gesture for
the following reasons:
The battery was replaced as a Goodwill gesture and not under warranty because it did not meet Club Assist warranty guidelinesThe requirement is that the battery be properly maintained; this includes proper charging of the battery If the battery is in the vehicle and is in a parked position for extended periods of time, the vehicle will use the power in the battery even when the vehicle is not being drivenIn this circumstance, the battery is not maintaining its proper charge
Driving the vehicle for only short trips will shorten the life of the battery because it never gets to fully recharge. Attached is a link that helps to explain the life of the battery and benefit of a battery tender( ***/ ) The Battery Tender is only a suggestion by AAA Mid Atlantic to help prevent the replacement battery from also dyingOn behalf of AAA
Mid Atlantic we sincerely apologize any frustration she may have endured, as a
result of her service request. If you
should have further questions or concerns please contact us at ***,
Ext***Respectfully
Manager - Member Relations
AAA

We
have successfully submitted the “opt out form” to stop solicitations via
telephone, mail, and e-mail*** *** may receive a few
more pieces of mail
that have already been generated in the system, but after that, the
solicitations should stop
*** *** is a current member of AAA Mid-AtlanticAfter reviewing his account it
shows that there is a donor who is paying for his membership*** *** *** is the donor, it is showing that the account is a corporate accountThe
payment that was taken on August 6, was for the amount of $
Sincerely,
Tina
P***

July 20, 2015Dear *** *** ***;
Thank you for notifying AAA Mid-Atlantic of *** *** ***’s consumer complaint with the Revdex.com and for this opportunity to respondI understand that *** *** is concerned about receiving various solicitations from AAA
Mid-Atlantic.First, let me extend my sincerest apology for any confusion this matter may have caused *** ***As a part of our retention process we did try and salvage *** ***’s membership by sending out various solicitationsTo help resolve this matter, I instructed our Database Marketing department to eliminate ***’s name and law mailbox address from our mailing list(The deletion process normally takes about 4-weeks.) This process should prohibit *** *** from receiving any future solicitations from AAA Mid-AtlanticAgain, I thank the Revdex.com of Delaware for bringing this matter to our attention and regret any frustration this may have caused *** ***I believe the actions outlined above should resolve this matterShould you or *** *** have any questions or need additional information, please feel free to contact me directly at ###-###-####Sincerely,
Eric S
Manager, Membership Administration
AAA MidAtlantic

May 12, Dear *** ***,
Thank you for providing AAA Mid-Atlantic the opportunity to respond to the concern from *** *** ***
MrCera T*** manager of the Rockville AAA Car Care Center spoke with *** ***. He advised him of his concern with his vehicleBelow is the response from MrCera in reference to Member’s complaint filed with your officeThe customer had his vehicle towed into AAA with no brakes (as written on the after-hours drop off form)
? Initial diagnosis determined vehicle needed the following items:o Brake line
o Brake hoses (left/right)
o Brake master cylinder
o Battery replacement
o Brake flush
*** *** advised Tom that he would replace his own brake pads and rotors, although we checked both and neither needed replacementHe told us to replace the hoses and line since he couldn’t do it himselfOnce the work was complete, *** *** came in a day after it was finishedThree technicians test drove vehicle and found brake pedal okUpon his arrival the brake pedal was soft so Tom had the vehicle pulled back in to see why pedal had gone softIt was found that the ABS pump was not functioning and needed replacement as well as a control module*** *** didn’t want it done and said “I don’t want to put that kind of money into this vehicleGive me my money back for the other repairs”; at which time Tom advised that the work was done and we could not return his money with the new parts on his vehicleThe vehicle is still on our lot*** *** then said he would be hearing from him.*** *** advised Tosca Leon, Service advisor that he would have his car towed to a friend and have it done for less than what AAA is chargingOn April 23, *** *** has declined the charges on his credit card for services renderedWe provided him the services that he paid for and the vehicle needs additional work that *** *** has declined.Respectfully,
Alicia G
Member Relations Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: it is unfairly targeting an elderly woman on a limited budgetMy request was clearly stated: my mother does not drive, and has no use for this membershipShe was encouraged by an AAA representative to renew this, along with adding associates who already had memberships, which the representative should have had immediate access toShe did not instigate this action to renewThis is a sad commentary on the way AAA does business and yet another way the elderly are fleecedHer $membership fee is but a drop in the bucket for AAA; for her, it is a lot of money In my opinion, this is extremely poor customer service, and since my mother was a Distinguished Member, she should have been afforded more considerationInteresting that this policy went into effect in 2012, the same year my mother lost her husband of yearsShe has had to learn to go on without his support and guidance, and he, too, would be very disappointed with AAAOver years of membership dues, and countless referrals to others, it is unfortunate that is ends this way.
Regards,
*** ***