AAA Mid Atlantic, Incorporated

AAA booked our family vacation, and the AAA travel consultant highly recommended a luxury resort, spa and casino in Curacao. The resort (Sunscape) was advertised as a luxury resort; however, in reality the property was a dump. The Air Conditioning (AC) was not in service and had been broken three days earlier; the reservation for an adjoining room for our children was not honored despite making the reservations months ago; the property was unclean; food was terrible, and the noise from the evening entertainment and nightlife made it impossible to sleep when the doors to the room were opened to address the lack of AC service. The experience was horrific; we traveled to Curacao from Philadelphia (via Miami) and back the very next day since the accommodations were unacceptable. AAA and their agent Travel Impressions Ltd. have taken no responsibility other than to refund the unused portion of the trip. My family and I are out more than $4,500 on airfare and travel expenses for a family vacation that never was.

[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 the "responses" provided were for questions from over 4 YEARS AGO!!! Why weren't my emails from A MONTH AGO responded to??? This is completely unacceptable!!![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 AdministrativeThly Resolved]
Dear [redacted]:
I reject the response from [redacted] because the work has a warranty for two years/24,000 miles. As a AAA Premier member, I am entitled to this. The business needs to honor this warranty. I have the invoice which notes the warranty exists on the repairs that have been done. **. [redacted] stated that if he installs the wiring harness, he cannot guarantee that this action will return the vehicle to normal and sustained normal operation. The price he quoted on the phone was $400.00. Furthermore, the vehicle is past due for state inspection (January 2014). The vehicle should have been fixed properly and reeturned to me. I have paid for the repairs and also had to rent a vehicle during the eleven days the car was being repaired. Instead of tring to convince me that the car needs further repair work, i.e. parts and installation, the warranty that exists should be honored.
[redacted]
AAA Premier Member
Email: [redacted]
Telephone: ###-###-####

Ms. [redacted],
 
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. [redacted]. 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.

Thank you for the opportunity to respond. This information was forwarded to the appropriate Insurance department.
The representatives from CAA have advised that they have contacted the insured and advised  of possible coverage issues based on the known facts to date. A claim has been...

opened and an inspection scheduled. Thank you,
Alicia G[redacted]
Manager -Member Relations (Automotive Services)
AAA MidAtlantic

[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:The response appears to be willfully misleading and does not address the issues that I've had with the company. Paragraph one is incorrect in that I was never told that there were misfires detected until the second day of dealing with the company. What was told to me in the very first phone call was not what was written down on the invoice where the technician allegedly wrote his notes. I was told that they could not reproduce my issues, that two gaskets were recommended to be changed which I did not want done and which I did not request, and that for a general tune up that included plugs, coils and wires plus an oil change, would be a little under $700 dollars pre-tax. After the first phone call on the first day, I was told that the car would be good to go for that first estimate, period.It wasn't until the next day(7/15/15) that I spoke with someone completely different because I could not reach the original person after 15 phone calls over a 1-2 hour period. I was told by this second person that the original person "must have made a mistake", that the coils were NOT included in my general tune up, and that it was going to cost at least another $200 to do just the coils. I asked if that was the issue, and he said yes because the coils were visibly burned out, and that it would be dangerous to take the car without them. When I asked him how they didn't know this originally during their inspection, he said he didn't know. When asked why I couldn't reach the original person I talked to, he said he didn't know. I told him to go ahead and put the coils on to see if that was even the issue, and he said they would, and that they would call me back before 5. They called me back at 7, after the shop had closed, and told me that the coils had NOT fixed the issue and that they THINK it was an ignition control module that was the issue, and that that would cost me another $500+. I told him of my worries that they didn't seem to have any clue as to what was wrong, and he told me that they couldn't know what was wrong from just the misfire codes, but that the technician was pretty sure it was the module. I told him to put the module in to check if that was the issue. The next day I was told by yet a different person that everything was fixed with the car and to come pick it up. I went to the shop and expressed my concerns, and my only response was that the woman didn't know, and that I had to sign the invoice or I wouldn't get my car back. They also would not return the old parts, such as the coils, which I could've checked for what the second person I talked to said was "visible" damage. 
Regards,
[redacted]

Ms. [redacted],
 
Thank you for the opportunity to respond to Ms. [redacted]'s concerns. Attached you will find the response from the Insurance Division.
 
Kind Regards,
Alicia G[redacted]
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:
This is acceptable so long as you send me a letter showing the $32 credit toward my next renewal. Thank you.
Regards,
[redacted]

November 3, 2015
Dear [redacted].:
Thank you for notifying AAA Mid-Atlantic of [redacted]'s consumer complaint, regarding a refund, with the Revdex.com.
In July, we followed our normal procedure to notify the member that we would charge the...

credit card on file for the upcoming year of membership dues. On the renewal notice, prominently stated in large font, is the wording “AAA Automatic Membership Renewal Confirmation.” At the bottom of the notice, also in large font, is the wording “To change or update membership, call ###-###-####, visit our secure website at www.A.A.A.com, or visit one of Our conveniently located retail stores.” In addition, this billing confirmation included the following language advising that the membership was going to be automatically charged on September 1, 2015:"Your payment card will be charged, and your AAA Membership will remain valid as long as your membership dues are current.”The renewal confirmation statement also includes a reference to AAA's full Membership terms and conditions, which are available at AAA.com/memberrenew:
Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membership. Once adjusted, your Membership will remain in force until it expires. Overpayments will be applied to your next membership renewal, or be fully refunded on a request basis.
In accordance with the aforementioned policy, we are unable to grant [redacted]'s request for a refund. Again, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attention. Should there be any further questions in this matter, please feel free to contact us at 1-866MEMBERS.Sincerely,Member Experience and Retention

An old lady, who are insured with AAA, hit my new car while it was parking in my property. I wanted to file the claim through AAA, but the AAA staffs gave us hard times, so I had to file the claim with my insurance. I also asked my insurance for help to open a claim with AAA because AAA needs to pay for depreciation value and car rental after the car rental from my insurance has exhausted. Jeff Velli from AAA handles my case and it is very stressful to get him to reply to our request. One time, to get his response, I had to emailed him twice, left him a voicemail once, asked my insurance agent to call and leave him voicemails twice and asked my insurance claim staffs to call and leave him voicemails twice. I don't know if AAA has a bad customer service or it instructs its staff to give me hard time to make us depress enough to accept any offer from AAA. My car is being repaired now and I can't wait to have it done so I don't have to deal with AAA people anymore.

July 8, 2015Dear [redacted]:
We are in receipt of the Revdex.com letter dated June28th 2015.
[redacted], 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 week. As 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 correspondence.
The 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 2009 [redacted].
The Insured reported on May 6th 2015 that while driving on the Florida Turnpike in Pembroke Pines, FL. a tire blew out causing damage to the wheel rim. We had a licensed vehicle damage appraiser inspect the vehicle on behalf of the Insured on May 12th 2015.
The appraiser reported accident related damage to the left front wheel, bending and cracking the rim and cutting the tire. Please 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 inspection. The total accident related damages were $1,472.94. The Insured had a $1,000 collision deductible which was applied and a check in the amount of $472.94 was issued to the Insured.
In reference to the mud flaps mentioned in the Insured complaint, please note the following. Our 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 reported. Our 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 policy.
Cordially,Anthony R.
Claims Service Supervisor
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: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,
[redacted]

To Whom it may concern:
Thank you for the opportunity to respond to [redacted]'s grievance. We've attempted to reach him to no avail. Attached you will find our response and offered resolution.
 
Kind Regards,
 
Alicia G[redacted]
Manager, Member...

Relations AAA MidAtlantic

[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: 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] 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,
[redacted]

The customer service for AAA is ABOMINABLE. They're either run poorly or simply don't care, I can't quite figure it out. Too many other services out there. Don't waste your money on the membership.

Good Day [redacted],
Thank you for the opportunity to review [redacted]'s concern. Attached you will find our response as well as a copy of the communication we sent to our member since he did not respond to phone calls.
We are happy to work through a resolution, but need to discuss...

and get some additional information from him.  
Kind Regards,
Alicia G[redacted]
Manager - Member Relations
AAA Club Alliance

[redacted],
Thank you for the opportunity to respond to the [redacted]'s concerns.
Please be advised that we felt the urgency in advising that this complaint is under investigation. The complaint is dated 3/20/15 , however, I need to note that it was not recieved in my office until...

4/9/15. We did not want [redacted] to think that his concern was not being investigated. At this time we must forward the information to the Car Care Center and are awaiting response. We will again respond once the information is recieved.
Kind Regards,
Alicia G[redacted]
Manager - Member Relations
AAA Mid- Atlantic.

July 14, 2015
Dear [redacted]: Thank you for providing AAA Mid-Atlantic
the opportunity to review and respond to [redacted]’s secondary concern regarding repairs
performed at the AAA Columbia Car Care Insurance Travel (CCIT) Center.  [redacted] expressed her
disappointment about her vehicle not starting when she arrived at the location
to retrieve it, because she had been told some time earlier that she may be
able to “move” her vehicle a short distance. 
Clearly, [redacted] believed that she may be able to “drive” her vehicle
a short distance to move it away from the CCIT premises.    In our follow-up review of
her case, we contacted Wayne B[redacted], who is the Service Advisor at our Columbia CCIT.  Mr. B[redacted] is quite familiar with [redacted]’s
repairs and concerns.  Mr. B[redacted] has
advised us that :  [redacted]’s vehicle (2000 [redacted]) sat without being touched for nearly a month after the agreed upon repairs had been completed a few days after her vehicle arrived.  [redacted] had also been informed of the discovery of the additional internal damage to the engine (blown head gasket) and that they could not have seen the damage beforehand without the car running.  After the first discounted price was initially agreed, by [redacted] and the service personnel, [redacted] said that she would be in within a day or two to pick up her car.   However, she did not.  Her vehicle was not moved from the bay for some time because they didn't want to run it too much in that condition, and were under the impression she would be in soon. The battery died just as a result of sitting.  The combination of the vehicle’s engine fault and a discharged battery (which typically occurs over time when a vehicle is not started and driven) contributed to her vehicle not being able to be started when she arrived.
Should you have any questions
or need additional information, please me directly at [redacted], Ext. [redacted].Respectfully,
Kind Regards,
Alicia G[redacted]
Manager - Member Relations
AAA Mid Atlantic

3/18/2014

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[redacted]
The Revdex.com
Dear [redacted]:
Thank you for assistance in bringing the complaint of **. [redacted] to our attention. We understand his frustration in the ownership and repair requirements of an older import vehicle, but we do not feel responsible in any way for these responsibilities.
**. [redacted] is using a 1988 [redacted] with 179,540 miles on the vehicle as daily transportation to and from work. According to our records **. [redacted]’s vehicle was towed to our repair facility on Dec.20th 2013. The vehicle arrived with multiple issues. The battery was in a very low state of charge. The vehicle was out of gas on arrival also. We added gas. We charged the battery and got the engine cracking with enough speed to start the engine, but the engine would not start. We recorded at that time that there was no movement on the vehicle’s tachometer which should have shown the cranking engine speed.
We contacted **. [redacted] informing him that there was more than one issue with the vehicle after his initial assessment. Our paper work, which I will include with this correspondence, shows this information.
Following proper diagnostic procedure we traced out the tachometer issue as being a break in the wire of the crank position sensor for the engine. Once this repair was made the engine started with great difficulty, but we did get it running enough to determine that the alternator had power and ground enough to operate, but there was no output from the alternator. We estimated, received authorization and replaced the alternator.
At this point, we had **. [redacted]’s car starting and running intermittently. We found and corrected a poor connection at the main relay and had the car starting and running with a lot more dependability. We have tried very hard to communicate the condition of this vehicle’s wiring harnesses to **. [redacted], but apparently without success. **. [redacted] authorized no further diagnostics.
When the vehicle returned on January 13th, 2014 we informed **. [redacted] that we had weak signals to several different ignition components that would work with the proper signals, but would not work with the condition of the signals we were monitoring. This indicates that major wiring repairs are indicted by the condition of the car. We sought authorization to diagnose the extent of the repairs needed to correct these conditions. **. [redacted] has not authorized any further repairs. His vehicle remains in our parking lot to this date.
**. [redacted] is a very pleasant gentleman to have a conversation with about his car and the troubles he has experienced with the car’s upkeep. He described a loss of use with the vehicle that involved not having use of the vehicle for several months. He informed me that the problem was discovered during a State Inspection. He could not tell me what he had done; only that it was several thousand dollars and several months the vehicle was lost to him. The vehicle looks as if there was a lot body work performed on the vehicle to correct what looks like extreme rust repairs. It appears the internals of the wiring harnesses and connections may be in need of a similar upgrade.
We wait to hear what **. [redacted] plans to do to repair his vehicle.
Thank you for your time and understanding on this matter.
Regards,
[redacted]
Car Care Manager AAA Mid-Atlantic
5233 W. Baltimore Ave.
Clifton Heights, Pa. 19018
###-###-####

In response to the recent statement that was sent to you by AAA. The whole statement is questionable. It's beyond belief that this company would continue to go back and forward with a value customer in knowing that the technician was negligent and made a mindless decision in servicing my vehicle. As I stated before with having conversations with several technicians it unimaginable for the spare tire to come off the hoist cable halfway with my [redacted] XL sitting on the ground without being placed  on an auto-lift. Nevertheless it's impossible for a skilled mechanic making the decision to continue taking the spare tire off the tire hoist if it's malfunctioning and the vehicle is capable of being driving to [redacted] without the spare being installed.  My children and I waited patiently in the waiting area to take my vehicle to [redacted] not [redacted] because the service was taking much longer than the estimated timeframe that was quoted. However it was never brought to my attention verbally that the tire hoist had seized. I never spoke to the AAA technician at that location. Therefore I wasn't made aware of the issue until the day I took my vehicle to the [redacted] dealership in Clarksville. An immediately after get this information and having the technician at the dealership explaining to me while my vehicle was up on the auto-lift the issue a hand plus denying the usage of needing to use a special tool to operate the tire hoist. I immediately returned to the AAA service center in Columbia. AAA is a company that I trusted for several years with in purchasing a membership and telling other about the services that they provide. After this situation "yes" I am extremely frustrated and truly having doubts about continuing on with my membership and other services that I have through AAA. Ms. [redacted] if you should having any further questions please feel free to contact me.Sincerely,[redacted]Complaint# [redacted]