AAA Mid Atlantic, Incorporated

December 18, 2015We have received and reviewed *** *** *** complaint referenced aboveThe following was offered as a resolution, which *** *** ***:
• AAA as a goodwill gesture has offered a $reimbursement for her cost of
the battery.• AAA recommended the purchase of a battery tenderThe purpose of the battery tender is to keep the battery properly charged when the vehicle is not being driven regularly, which was the case with *** ***'s battery at the time of the service request• The battery warranty program was reviewed with the member to assist her in understanding the difference between manufacture defect and the improper charging, which was the reason for the warranty denialOn behalf of AAA Mid Atlantic we sincerely apologize any frustration she may have endured, as a result of her service requestIf you should have further questions or concerns please contact us at ***, Ext***
Respectfully
Mesha CMember Relations Coordinato

[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 ***, and find that this resolution is satisfactory to me.
I sincerely hope that in the event that I might again need emergency road service for my automobile that AAA will indeed respond and that I won't have to do repairs myself
Regards,
*** ***

June 11, Dear *** *** ***;
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 AAA MidAtlantic’s Limited Membership Refund
Policy.After reviewing *** ***’s complaint, given the circumstances of when *** *** 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 refund in the amount of $back to *** *** in the form of a checkAgain, I thank the Revdex.com 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 SManager, Membership Administration
Kind Regards,
Alicia G***
Manager - Member Relations
AAA MidAtlantic

Re: Response to *** *** Revdex.com Complaint ID # *** Price Quote and RepairDear *** ***Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to *** *** concern. In response
to *** *** concern, l follwith respect to his automotive repairs at AAA Care Care *** *** *** *** ** on August 30, *** *** was quoted $and a one day repair*** *** decided to hold off on the workWhen He returned to the same location a new estimate was given with days to repair at $2400.00.*** *** upon leaving facility (Parking Lot) after his initial repair heard a distintctfully louder sound and smelled exhaust from the vehicleAfter returning the second time on October 11, 2015, a portion of the noise was gone still had the vapor smell from the vehicleAAA has reached out to *** *** which he has provided paperwork to review his concern*** ***, Manager, from our *** *** *** spoke to *** *** today The AAA Car Care in *** will move forward with an amicable resolution for *** *** on November 14, 2015, to having the exhaust on his vehicle repaired.Sincerely, Dana T***

Thank you for the opportunity to respond to *** ***'s concern
The Member Relations department has spoke with the CSAA insurance department and has recieved information indicating that *** ***,as any insured, is afforded the right to an Internal Appeal Process in New JerseyTHe matter is then reviewed by a panel of insurance professionals and a decision is made after a hearing is held and the insured is notified of the result
Information on such appeals will be sent to *** ***
Kind Regards,
Alicia G***
Manager - Member Relations
AAA-Mid-Atlantic

[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 ***, and find that this resolution is satisfactory to me Please thank MsG*** personally for resolving this issue on my behalf
Sincerely,
*** ***

January
26, Dear *** ***:
Thank you for the opportunity
to review *** ***’s concerns and claim that damage was sustained while
receiving roadside assistanceThough we empathize with *** *** and her son
*** ***, and the frustration of having a challenging
situation evolve,
we are not able to assign liability for the damages to the contracted facilityThe condition of the bumper
that is denoted in the picture presented to us is not indicative of a factory
installed bumper. Upon physical
inspection of the vehicle by our damage assessor it has become apparent that
there are multiple components that are missing from the structure in
question. Those components are listed
but not limited to:• J-Clips (
non-oem ) installed on the left front of the bumper show no indication of
bolts being installed• Fasteners
are missing• Fender
liners are missing• Engine shield
( for additional support ) is non-existent as well• Grille can
be used to secure the bumper as well; not in alignment though• Multiple
scratches, damage to the bumper cover upon inspectionThe integrity of the bumper
was in question and thus necessitated the request for a damage waiver to be
signed when emergency road service was rendered. However, the signing of the waiver does not
negate damage if the vehicle was handled in a negligent mannerWe looked at
the vehicle and attempted to determine if the tow caused damage reported; this
was not provenOur focus and concern shall
always be our MembersWe have been in contact with *** *** to discuss
the matter and offer him the consideration that he ultimately deserves and
explain the results of our investigation; liability is not able to be supported.Thank you for the opportunity
to respond and work with *** *** so that we can resolve and provide
understandingIf *** *** 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***
Manager - Member Relations
AAA Mid Atlantic

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

December 8, Dear *** ***,Thank you for notifying AAA Mid-Atlantic of *** ***'s consumer complaint with the Revdex.com and for this opportunity to respond.As *** *** may recall, his membership was due to expire on November 1, Before payment was
made for his associate, clear and conspicuous information regarding the refund policy was included on the renewal statementsWe have confirmed that this language did appear on his bill, as intendedA copy of the language on the bill is below:There is a new limited Membership refund policy effective April 15, 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 expiresOverpayments will be applied to your next membership renewal or on a request basis will be 100% refunded.While we appreciate his membership with AAA Mid-Atlantic, we cannot accommodate his refund requestA credit of $will be applied towards *** ***’s renewal payment next year.In accordance with our current policy, *** ***’s request for a refund of dues was deniedAgain, I thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused *** ***Should you or *** *** have any questions or need additional information, please feel free to contact me directly at *** ***.Sincerely,Eric S Manager, Membership Administration

Dear Ms***,
Thank you for the opportunity to respond
to Mr. *** concernsAttached you will find our formal response regarding the incident
Kind Regards
Nadia M***
We have forwarded this concern to our
Car Care Center Directors officeThe issue was reviewed and the
reply is as follows:Ms*** was at our Columbia CCIT
location on 1/with a flat tire. The tire that was needed was
a large 20”+ size that we didn’t have in stock and the tires were
brand new We found out that those tires only come from Pep
Boys, so we helped the customer get warranty coverage from Pep Boys,
and then installed their spare at no cost to member. We told
them there was a problem getting the spare down and back up and it
was documented on their repair order. The spare tire hoist
stopped while winding down and then wouldn’t retract we were able
to get it up enough so that it wasn’t just hanging underneath.The *** came in demanding we pay for
the replacement of their spare tire carrier for around $200. We
explained that although the part failed while we were working on it,
there was nothing we could have done incorrect in simply lowering the
spare tire. We told them we wouldn’t take responsibility for
this since we documented what we saw and couldn’t find any
wrongdoing on the technician’s partTherefore, we are not able to
assist with this claim.Our goal is provide everyone with a
Totally Satisfied experience and we are truly sorry that this was not
Ms*** perceptionCar repairs, especially unexpected ones, are
generally costly and inconvenient and we empathize with this
experience, and work to instill confidence with our customersAgain,
we are deeply sorry for Mr*** less than satisfactory experience.Thank you for the opportunity to review
and respondRegards, Dana
T***Dana T***Member Relations Coordinator

Based on the attached documents the member did not have any brake work completed and then in July the member's vehicle was towed in for an overheating issue and it was at that time she authorized the needed brake repair. We find no fault in the work repaired and do not feel she is
entitled to the requested compensation. Please advise if you need any additional information

November 11, Dear *** ***Thank you for providing AAA Mid-Atlantic the opportunity to review our records and engage with *** *** in regards to the concerns involving tow damage to her vehicleWe are empathetic to the most unfortunate circumstances that were experienced by *** *** and wish nothing more than to resolveWe appreciate our long term relationship with our members, and understand the frustration of having a challenging situation evolve over a matter pertaining to services rendered on the behalf of our contractorOn August 19, were notified of her concerns related to road service performed on July, 29, Upon further investigation into this matter it is our findings that liability, and inclusion of fault is not able to be facilitated towards AAA and/or parties contractedService provided on July 29, was in accordance with current industry guidelines*** *** contacted our company on August 19, and alerted us to her concernOur department contacted *** *** within the prescribed time expressed and requested additional information in order to proceed with the investigation; estimate and picturesOur experience in matters of this nature is to err on the side of caution, and to keep cases active in hopes that the member responds with the necessary information to proceedWe investigate and research each concern thoroughly; no exceptionsIn utilizing the information obtained through the claimants written documentation to the Revdex.com, interviews of parties' involved, visual inspections of the vehicle, photographs and *** *** recorded phone conversations our findings are as follows:
o Damage to the right front tie rod is not consistent with an improper tow - tie rod is in the vertical position versus the forward trajectory that would be expected from pulling the vehicle up on the flatbed
o Vehicle has been moved since our initial drop off the tow destination Extensive pre-existing damage exists to the right front wheel /tire
o Spouse confirmed on recorded line that the pre-existing damage has been there for a while
o *** *** offered extensive information in regard to the claim - she was not present for either the unloading or the loading of the vehicle and would be unable to attest to the situation
o *** *** *** offered a different course of action for the evenings experience thus causing a conflicting account of the ERS callo Procurement of the drivers statement on scene also offered another rendition of the matter
It has been our experience that situations similar to *** ***', although challenging, are not uncommonBased upon the extensive investigation that was performed, the conflicting accounts of events, coupled with the physical damage observed to the vehicle, it is our findings that liability is not foundedThank you for the opportunity to respond and work with *** *** so that we can resolve and provide understandingIf *** *** wishes to continue the investigation with additional new information, she may call us back @*** and speak with a Member Relations Coordinator who will be able to assist herSincerely,
Dawn G.
Member Relations/Special Investigation Unit, Supervisor

">Good Afternoon,
Myself and [redacted] have spoken with **[redacted] regarding his complaintHis original request through the Revdex.com was to reimburse him for just the towAfter speaking with the member he also requested reimbursement for the additional diagnostic time on his repair order in the amount of $In speaking with **[redacted] we agreed on a settlement for $which includes his $tow reimbursement and also the diagnostic charge of $
I also offered a free oil change as a courtesy and **[redacted] agreed to return to our location for service
A check requst has been submitted for processing, which **[redacted] should receive within 7-business days.
If you have any further questions or need anything else, please let me know
Thank you,
[redacted]
CCIT Manager

February 19, 2016Dear [redacted]:
Thank you for notifying AAA Mid-Atlantic of [redacted]'s consumer complaint, regarding our billing practices, with the Better Business...

Bureau.First, let me extend our sincerest apology for any frustration this matter may have caused [redacted]. We have cancelled her AAA Mid-Atlantic membership as requested. To prohibit [redacted] from receiving any future billing or solicitations from AAA Mid-Atlantic, we have removed [redacted]'s name and mailbox address from our mailing list. Please note that it may take up to 60 days to complete the removal request. We appreciate [redacted]’s patience should she receive any mailings during this timeframe.
Again, I thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania 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,
Candace W.
Member Experience and Retention

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.

[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]
 Complaint: [redacted]
I am rejecting this response because: AAA already have their thoughts and opinions for rejecting my claim! My policy does state that I have coverage for this issue but they have now come up with some garbage about a clause that makes no [redacted] sense to me ! As I stated before if someone gets hurt because these crooked people don't want to pay out for this claim then they better believe that  every law suit will be forwarded to them!
Regards,
[redacted]

From: [redacted] <[redacted].com>Date: Mon, Jul 6, 2015 at 3:45 PMSubject: Re: ID # [redacted]- AAA Mid Atlantic, IncorporatedTo: Revdex.com of Metro Washington DC <[email protected]>Revdex.com Complaint Case# [redacted] (Ref#[redacted])To whom it may concern,    This is an update of AAA complaint, reference #  is above. While Mr. Wes (manager of AAA Car Care center) did make an arrangement with me, I was told my car was able to move from one place to another but in short distance. I paid for the price that was arranged before I picked up my car. However, I tried to pick up my car from their lot the next day. The car lights would turn on but the engine would not start. I was told that the car may have gotten worse in the parking lot since it was sitting there for at least a week. Nobody at AAA informed me that my car wasn't able to move at all. While I expressed my complaint to Mr. Wes about my car not working, he basically told me that there wasn't much else he can do for me. I talked to Ms. Alicia G[redacted], from Member Relations manager of AAA and she told me the same thing. There was nothing she can do as well. I am extremely frustrated with this company and would like to let Revdex.com know of my complaint. Please let me know how I can move forward. Thank you.Sincerely,   [redacted]

February 4, 2016
We have received
and reviewed [redacted]’s complaint referenced above.The following was
offered as a resolution with [redacted] and accepted by [redacted]: AAA Car Care Center in Clifton Heights, PA will order the positive battery...

terminal cover and install the replacement part free of charge. AAA Car Care Center in Clifton Heights, PA will make sure the AAA battery was properly installed in the vehicle free of charge.On 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 [redacted],
Ext. [redacted]Respectfully
Denise C.
Member Relations Coordinator
AAA Mid Atlantic

[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.  I am going to wait the maximum amount of time to see if the business follows through with their response. In the event the business does not hold up their end of the agreement I will launch another complaint, and I have printed a copy for my record keeping. Thanks in advance for your help!
Regards,
[redacted]

[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] Complaint: [redacted]I am rejecting this response because:My complaint with AAA is not the solicitation, but not agreeing to what the solicitation states.  The solicitation lists:  Code: 52YR for full membership, but when one call regarding the solicitation, a salesman tries to sell you an upgrade and state, "there is no 'full' in our language, you may upgrade to..etc".  Their salespersons began their sales pitch by stating, "This particular membership entitles you to towing only three (3) miles, etc.  I, might, in the future wish to obtain membership in AAA, but not through duplicitous advertisement.  I called three times regarding the advertisement, and all three persons stated something different regarding the advertisement.  Actually, one person agreed that it was false advertisement.   When I called the office in Maryland or Delaware, I was told by the representative, "It is not cost-effective to allow membership at that code.  I told the representative that we had this membership for more than, I think, eleven years and only used it about 2-3 times, that is probably the reason we were  solicited.  At the time we had this membership, we lived in Washington State. 
 
[redacted]