AAA Mid Atlantic, Incorporated

[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:   This is a copy of the letter that I wrote to AAA Mid-Atlantic on May 19, 2014  
[redacted], DE  [redacted]
Attn:  Complaint Dept.
Dear Sir:
I am writing to you today as a 10+ year member of AAA.  This morning I called your Mid-Atlantic Customer Service office and spoke to Andrea questioning why I received another set of AAA cards for our driving family of six.  She informed me that our account had been downgraded to "Basic" coverage because our family had used "too many tows" over the last three years.  I asked to speak to a supervisor named Dawn. WHO REFUSED TO TAKE MY CALL.  Andrea also informed me that we  received a letter indicating that we would be reduced to "Basic" coverage but she could not verify when this letter was actually sent out to us.
I have many concerns regarding this matter.  First of all, we have been AAA members for greater than 10 years.  We have been AAA Plus members for  the majority of this time.  As AAA Plus members we are allowed to each have 4 tows per year with each tow being up to 100 miles in distance. When asked to review the number of tows in each of the past four years for each of our family members, simple multiplication tells you that we were allowed to make up to 20 tows per family per year for the five of us.  [redacted] was added mid-year in 2013; so she would have been allowed 2 tows.  This totals to an allowance of 62 tows for all six of us between 2011 and 2013.  The following is a breakdown of our actual tows: 
              [redacted]           [redacted]          [redacted]          [redacted]            [redacted]          [redacted]
2011        7                    3                 0             0                0
2012        3                    0                 4             0                0
2013        2                    1                 1             1                 0                    0
As you can see, the above totals to 22 tows for our entire family in the last three years--FAR BELOW OUR ALLOTTED 62 TOWS.
Secondly, and most importantly, I NEVER RECEIVED A LETTER REGARDING THE FACT THAT OUR FAMILY WAS BEING REDUCED TO BASIC COVERAGE.  As I stated previously, Andrea was unable to tell me the date that the letter was presumably sent to me.  If I had received such a letter, I would have cancelled our AAA membership immediately.  We live in a rural area and require greater distances to have our disabled cars reach our mechanic of choice, which is why we need to have the AAA Plus coverage.
I asked Andrea--and would have asked Dawn had she not refused to speak to me--if we could simply cancel our membership which began on May 1, 2014 and be reimbursed the membership fee.  She said that she would not do that.  That being the case, I asked if we could be reinstated as AAA Plus members for the membership year 5/1/14 through 5/1/15, and she also stated that we could not.
I informed Andrea that I would take this matter up with you as well as with the Revdex.com.
I would prefer to have our family policy reinstated to AAA Plus for the remainder of the current policy year and then to cancel our policy on May 1, 2015..
I respectfully request that you address this matter with me within 10 days of the receipt of this letter.  I can be reached at ###-###-#### (cell), ###-###-#### (home).  My home address is [redacted], MD  [redacted].  My email address is [redacted]
Thank you,  [redacted]
This letter was never responded to by AAA.  I felt that my only recourse was to turn to the Revdex.com for help.  I continue to request reinstatement to AAA Plus due to the distance from our rural residence to a car repair shop that we trust.    I thank you for your help in advance.
Regards,
[redacted]
e l,m

Thank you for notifying AAA Mid-Atlantic of [redacted] 's consumer complaint with the Revdex.com and for this opportunity to respond.
AAA makes every attempt to make the membership product the best it can be for all members. After reviewing [redacted] 's membership and the...

very high demand her membership has made on the Club's Emergency Road Service for the past 3 years, we determined that it was necessary for the best interest of the Club and its AAA members generally, that we downgrade her membership to the Basic level membership.
As [redacted] 's received notification in her last renewal statement, she is now covered at the Basic  level of membership, please remember we will still be there for [redacted] and her family whenever they need us. [redacted]'s can still enjoy all the benefits of AAA Membership as she has in the past, including our award winning Roadside Assistance . The Basic membership now covers up to 3 miles of towing at no additional charge - and greater distance at an additional charge, but at the preferred member rate. For a complete listing of all the benefits a Basic Membership from AAA has to offer [redacted] can visit http://midatlantic.aaa.com/Membership/P[redacted]s
As you can see, AAA is still here to provide [redacted] and her family a peace of mind while on the road. And after 2 years at the Basic level membership, we will review her membership again to determine if she will qualify for the eligibility to upgrade her membership level.
Again, I thank the Revdex.com of Delaware for bringing this matter to our attention and regret any frustration this may have caused [redacted].

[redacted]'s original battery Sale was 4/24/2010- This sale comes with a 6 year warranty- 3 year free replacement and 3 additional years at a prorated rate.
On July 1, 2012- the battery was replaced under warranty - covered in full. This was 2 years 2 months from the original...

purchase date and therefore falls under the free replacement. When calling for service on  8/21/14- the test results showed that the battery needed replaced. This is 4 years and 4 months from the original purchase date of the battery- which falls under the prorated warranty period.
When a battery is replaced under warranty in the free replacement period, a new warranty IS NOT granted as no money was exchanged for the battery. The Orignial Purchase date remains in tact for future warranty requests. If a warranty is fullfilled during years 4-6 , the prorated part of the waranty, a new warranty begins due to money being exchanges , i.e. a battery is being purchased - just at a discounted rate. The new warranty begins on this day .
[redacted] has a battery that is falling within the Prorated Warranty timeframe. He is able to purchase a battery at the discounted rate (we would honor from 8/21/14).

[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]

February 11, 2015
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
traveling. We have reviewed the...

concerns regarding [redacted]’s service delay
with AAA Ohio. After gathering her breakdown information, the AAA Ohio club
discovered that she was on the turnpike which is a restricted roadway. At that
time she was sent to the proper facility to complete her service. Turnpike 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 1 night and the 1 day truck rental.Thank you for the
opportunity to respond and work with [redacted] so that we can resolve and
provide understanding. If [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

May 8, 2015
Dear Revdex.com:
Thank you for notifying AAA Mid-Atlantic of [redacted]’s consumer complaint with the Revdex.com and for this opportunity to respond.
[redacted]’s Membership is in good standing; however it is understood that [redacted] states that...

she was advised that the membership was suspended. When a member has an outstanding bill owed specifically regarding emergency road service, we do attempt to obtain payment for the outstanding bill prior to sending out service. We would never leave anyone in an unsafe situation, however, it is the call counselor’s duty to advise member’s when they have outstanding bills and work to get them resolved. Otherwise the membership was and is in good standing and able to be used for additional benefits.The $77 was applied to her membership bill. The additional $75 for Emergency road service is a separate charge and fee that was being requested to be paid. We recognize that [redacted] has been a member of AAA for many years and desire to resolve her grievance and restore her faith in our brand. We have removed the $75 bill that is on the account for Emergency Road Service. [redacted] is able to continue using Emergency Road Service if needed.
Please feel free to contact me directly at [email protected] or ###-###-#### if you have any questions.Kind Regards,
Alicia G[redacted]
Manager - Member Relations

Ms. [redacted],
We appreciate the opportunity to respond to Ms. [redacted]'s concerns regarding her repairs. The Car Care Director and Manager spoke with directly Ms. [redacted], discussed the events and history of her repairs and how the Car Care center came to the diagnosis. Once this...

was discussed, the following resolution was agreed upon:     If Ms. [redacted] is able to provide the repair order from a repair facility stating the repairs that they completed and corroborating that in fact the fan motor was an incorrect diagnosis (as she is stating) , a refund check will be submitted for $1424.83. That amount   covers the amount spent on the cooling system. Ms. [redacted] agreed to email or fax the manager, Jennifer O'[redacted] or the Manager of Fairfax Car Cre as soon as the other shop completes repairs.  
 
Thank you for your time.
 
Alicia G[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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: AAA has completely ignored the fact that I spent $78.58 with [redacted] to repair/replace the lug nuts that the AAA agent who came to repair my tire neglected to put on the tire, almost causing me to have a severe accident.  The manager at [redacted] whose name I enclosed with the complaint stated that AAA should reimburse me for this expense that I would not have incurred had the AAA agent who came to repair my tire done the right thing in the first place to have failed to attach my tire to the car frame with the requisite 4 lug nuts...not the 2 lug nuts that he placed on the car....and made no mention to me of this problem at the time.  I want this publicized regarding how they failed me and I want nothing further to do with this company.  I will tell everyone I can how they screwed me over.  I will also use social media to broadcast this.  Other people since this have told me how they also had nasty experiences with AAA and no longer deal with them.  Now I understand.
Regards,
[redacted]

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

Hello, I have been a AAA member for the past eighteen years. I have recently canceled my membership. I did this because I pay my membership fee early every year. This particular year, I paid it, which encompass's my mothers vehicle as well. I latter realized that my mother sold her vehicle. Upon learning this, I contacted AAA to inform them that I did not need my moms portion of the coverage. The renewal actually did not occur for about another month. The first and second representative were not very helpful, as well as, they told me that I may not be entitled to a refund because AAA doesnt do that. Well they cashed my check rather quickly, the renewal has even started, and I am out 91.00 dollars. So I canceled the membership all together. Only be told again I may or may not get my money. I asked to speak to supervisor and they told me" their is knowone else to speak too." After all these years I find AAA to be overly-expensive and their customer service to be terrible. I advise all others to seek a cheaper form of road-side assitance.

[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:
I renewed my membership for which you gladly accepted my payment in July or August. I should not have to specifically call you to receive the benefits of said payment/membership (i.e. call you and specifically request you to send me the card for which I paid). I did call on 10/5 to request cards but only because I waited for months and did not receive same.  Your letter mischaracterizes our relationship because you received my payment in July or August. We were not able to obtain discount benefits from several of your partners during that time because we did not have our AAA cards -- this is a significant reason for why I purchase AAA in the first place. I should be able to receive credits or refund for the portion of the services that you failed to provide following my payment to you.
Regards,
[redacted]

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 E
Policyholder Relations Analyst

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.

Good Morning -
Thank you for the opportunity to respond to [redacted]'s concerns.    Attached you will find our response from our Membership Department.
Kind Regards,
Alicia G[redacted]
Manager - Member Relations
AAA- Mid Atlantic

Complaint: [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

[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:  When I called AAA twice asking for an update on my new membership card both Customer service reps said, "They'd look into it and get back to me"  It wasn't until after I received the $75 invoice and call their office again I was told my membership was suspended.  I was then told by another Customer service rep that it was to late for me to cancel my new membership because the grace period to cancel it had passed.  If AAA had notified me in February about the membership suspension I would not have renewed the membership and just paid the towing invoice.AAA intentionally did not tell me about the membership suspension until it was to late to cancel the new membership check.  I was a member of AAA for almost 20 years and I would never treat a customer as poorly nor deceive them in this manner.
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: I continue to be unsatisfied with this response. To penalize an 83 year old woman who does not drive by refusing to refund a $102.00 bill for services she does not want or need is the poorest of customer service. The frustration I feel cannot be measured. To have continually paid for over 50 years of membership fees, while maintaining their vehicles in excellent condition so as not to abuse the services offered, it is now an insult to be denied this refund for just cause. While I understand that you must have a policy in effect, I continue to feel there are exceptions to every rule.....this is one of those exceptions. 
Regards,
[redacted]

[redacted],
Thank you for the opportunity to review and respond to [redacted] in regards to his concern about our SmarTrek Device. We have been in contact with him and worked towards a resolution. You will find our response attached.
Kind Regards,
Alicia G[redacted]
Manager -...

Member RelationsAAA MidAtlantic

Thank you for providing AAA Mid-Atlantic the opportunity to respond to our member's complaint and attempt to resolve the matter. Below is a copy of the email sent...

to [redacted] and we've also attached the reimbursement form so that he can send in his reciept(s) so that we may process the reimbursement request.  
Kind Regards,
 
Alicia G[redacted]
Manager - Member Relations
AAA Mid-Atlantic
 
 
 
Copy of Email:
 
November 26, 2014[redacted]
[redacted]
Membership: [redacted]
Dear [redacted]:
Thank you for taking the time to let us know of your recent experience with AAA
Roadside Assistance on November 11, 2014.
We sincerely apologize that we were unable to provide the service you requested
and that you had to secure alternate service. I have attached a reimbursement
application for your convenience. Please submit the form to the address located
in the upper right hand corner, along with the original service receipt for
reimbursement consideration under the terms of your membership.
We appreciate your continued support through Membership and are confident that
the next time you call upon AAA for service, you will receive the safe, prompt,
efficient, and courteous service that Members have come to expect.
Sincerely,




















Tina P[redacted]Member Relations Coordinator
AAA Mid-Atlantic

AAA Gets to You Faster...Join
Today!

Email: [redacted]@aaamidatlantic.com
Phone: ###-###-#### Ext. 60340 Fax: ###-###-####
One River Place | Wilmington, DE 19801














This
message is confidential and privileged.
If you are not the intended recipient, please discard.

[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 Relations
AAA Mid-Atlantic.