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: Why the AAA Inspector decided to go with whatever the [redacted] dealership mentioned? His job is to ensure that the right thing is being done for the customer not the [redacted] dealership.
The dealership for example immediately put the blame on the tires saying they were not to ** specs. Did they ever tell your inspector that I had to change 2 tires within a span of 1 week last year. On further investigation it was found that the rim had  a hairline crack and was causing the tires to rupture. If with all the technology that [redacted] has it couldn't tell me or the inspector what went [redacted] the tire or the rim, shouldn't they have at least taken out all 4 tires to see if there were any rim cracks in the other wheels? 
Not only was this necessary from a safety perspective, but it would have immediately identified the sensor issue. How do they know that the sensors didn't get damaged during the accident? Why didn't either [redacted] nor the inspector take into account all the car history I had provided them rather than assuming that the tire went [redacted]. I had also told them that it appeared as if the tire had been knifed and OSHA was investigating the problem. That in itself should have ensured they take extra precaution, but even that fell on deaf ears.
Regarding the mud flap, even basic photos of the wheel and surrounding areas for insurance records purposes would have shown there was a problem there. I do not see any photos, just a May 22 e-mail from [redacted] regarding sensors in AAA's response. I would like to see the photos based on which they are making a claim that the mud flap was ok when the inspector was doing the inspection.
I'm also surprised that AAA did not mention anything about my recent July 2 e-mail to them in their July 8 response. I've attached the same. [redacted] has given me a temporary credit on these 4 charges while they investigate this fraud. I would like a response from AAA on this also. 
Separately if AAA's CEO is interested in my '07+ ongoing work with [redacted]/[redacted] which would have ensured that [redacted]-chips embedded in [redacted], teeth, tires, knees etc. that could take the equivalent of camera photos, pressure, temp, smell etc. which could then be shown in a 3D virtual reality view as different channels on TV, I can send him a separate package on that. The [redacted] completely ignored it. The 3P BPM simplification for currency tracing via these [redacted] chips on paper notes would have also confirmed if there was truth to the fact that Wall Street pressure was becoming too excessive and adding to list of reasons for country wars and why 2/3+ of the world population is now suffering from mental health problems. Some people say we are already 10 years into a mass extinction cycle. The [redacted] would have at least given a fighting chance to the remaining 1/3 of the world population to create an [redacted] type solution to avoid this mass extinction from the rapidly deteriorating quality of our air, food & water.
I stand by my earlier claim and demand that the $700 credit requested be given, otherwise I will take this to my lawyers for legal action.
Regards,
[redacted]
--------------------------------------
From: [redacted]@[redacted].com
To: [redacted]@[redacted].com
Subject: RE: Claim# [redacted] & Rental Reservation # [redacted]
Date: Thu, 2 Jul 2015 11:11:10 -0400
[redacted],
My [redacted] Bill is showing the following charges from E[redacted] [redacted], Pembrook Pines. Please note that I had declined the Rental Protection Agreement from them.
1. 5/21: $100   Agreement #[redacted]; Date: 15/05/06- 15/05/21
2. 5/22: $24.95 Rental Protection Agreement Added ([redacted]): Ph: 800-326-2078
3. 5/29: $82.36 Agreement #[redacted] Date:  15/05/29 - 15/05/29
4. 5/30: $24.95 Rental Protection Agreement Added ([redacted]):  Ph: [redacted]
While speaking with [redacted] [redacted], they said it could have been a mix up because their IT systems are integrated with AAA Insurance. I fail to understand why these charges are showing the dates indicated because I had already returned my car by then.
E[redacted] [redacted] also mentioned that they have charged $100 on my [redacted] Card on 5/18, because AAA refused to extend the days rented on the car. I do not see that charge on my bill. Regardless, per our discussions I was supposed not to exceed $900, which I have. Could you please look into these 5 charges and make sure I get the credit back.
Separately if your CEO is interested in ** simplification patents for currency tracing across multiple organizations to address issues like 2/3+ employees now suffering from mental health problems and climate change, I can send him some separate information. Also, please note that I have filed a Revdex.com complaint against the poor quality job that the inspection company AAA sub-contracts did on my [redacted] in spite of my concerns about [redacted]'s possible involvement and the fact that OSHA was investigating this.
I hope you can expedite the process to give me back the credit on these wrong charges. As I'd mentioned below we urgently need the money owed to us.
Regards,
[redacted]

After the recent blizzard in NJ in Feb 2016, AAA would not send anyone to unlock our car that was accidently locked while still running. They advised us to call a locksmith and we would be reimbursed. The bill was $80 and they reimubused $35. The customer service respresentatives we spoke with were horrible. They just kept repeating the same lines over and over. They would not escalate the call and would not agree to reimburse us any additional money. I understand they pay reasonable and customary fees, but $35 of an $80 bill is not acceptable. We have their service and had they responded we would not have had to pay anything.

We
have attempted to contact [redacted] several times via phone to no avail. An
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 membership. There has been no return response from [redacted] as of yet.
 
We
are still unable to locate a call or date of his service request. Since we have
not been able to speak with [redacted], we are requesting the information we
need via e-mail. Once the information is received, we should be able to further
investigate into his concerns.
Regards,
Alicia G[redacted]
Tina P[redacted]

[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 Relations
AAA MidAtlantic.

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,

[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 is inaccurate. While I was pleased to speak with Ms. Roberts and appreciate her assistance and while I acknowledge that a representative from AAA (vice their vendor, who installed the device on their behalf) spoke with me and assured me of reimbursement, that was several weeks ago and have not received either the reimbursement or the promised package with which to return the device. I would also add that I received neither an instruction manual nor "multiple attempts" to contact me to recover the device. And given the well-documented malfunctions that this device is expressly known to produce, I wish they would have taken such steps to avoid what could have been a life threatening situation.
Regards,
[redacted]

We have forwarded this concern to our
Car Care Center Directors office. The issue was reviewed and the
reply is as follows:Ms. [redacted] was at our Columbia CCIT
location on 1/26 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 [redacted],
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 [redacted] 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 part. Therefore, 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. [redacted] perception. Car repairs, especially unexpected ones, are
generally costly and inconvenient and we empathize with this
experience, and work to instill confidence with our customers. Again,
we are deeply sorry for Mr. [redacted] less than satisfactory experience.Thank you for the opportunity to review
and respond. Regards, Dana
T[redacted]Dana T[redacted]Member Relations Coordinator Nadia M[redacted]

June 23, 2015
Dear [redacted]:
Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted]’s Concern regarding repairs performed at the AAA Columbia Car Care Insurance Travel Center.
Upon reviewing the complaint, we were able to contact the Car...

Care Manager (Wes G[redacted]) for more information. Mr. G[redacted] had advised [redacted]’s vehicle never left the facility and [redacted] did not like the discount amount offered to her initially. She registered a complaint first and did not advise us of her dissatisfaction. She was offered a larger discount of $150 instead of the $50 initially offered. She stated she was satisfied and happy with that.AAA Mid-Atlantic appreciates the opportunity to further address [redacted]’s concern and believes that the goodwill gesture will instill confidence with [redacted] that AAA Mid Atlantic appreciates her membership.
Should you have any questions or need additional information, please me directly at [redacted], Ext. [redacted].
Respectfully,
Alicia G
Manager - Member Relations
AAA Mid-Atlantic

Complaint: [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,
[redacted]

Under the circumstances I described in my complaint, I believe AAA should refund the unused balance. I am now to assume AAA is only out to keep the elderly's money and that a long time membership means nothing. They're a business and I'm just a number. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

December 10, 2014
Dear [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 Relations
AAA MidAtlantic

December 9, 2015
We have received and reviewed [redacted]’s complaint submitted to your department on 11/29/2015.  Your complaint assignment has been
referred to me for response.The following is being offered as a
resolution: $23 refund for Tire plug (Tire...

Plugging is not a covered service under the terms of the membership – See Member Guide.  That service would be a private agreement between the member, [redacted], and the private contractor, District Towing, dispatched to the scene.The member requested a refund of the $72.00 paid for the membership.  We ask that you please refer to the Member Guide of [redacted]’s membership.  [redacted] is not eligible for a refund of her dues.  However her Membership can and will be marked for “Do not Renew” status and will expire at the end of her renewal date listed as 12/1/2016.   Our Member Administrations Dept. has sent additional information to [redacted] regarding this matter as well.
[redacted] expressed concerns regarding her interactions with various AAA employees. We assure you that these interactions are being addressed internally. 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 ###-###-####, Ext. [redacted]Respectfully
Timm
C.
Member Relations Supervisor

[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:  while the business may say that this is their policy and it has been plainly stated, it is not an ethical policy. The business should let me adjust my membership as needed. I did not plan on the life changes that led me to request a change to my membership status. How can the business ethically hold onto my money for 11 months applying it as a credit to a following year that I haven't even committed to? I certainly wouldn't do that to anyone that I do business with. The fact that they put out language saying this was their new policy does not change the fact that it is unethical. I will not support the AAA and I will urge others to avoid this business as well. 
Regards,
[redacted]

Review: We purchased a new car battery on July 1, 2012 from AAA with 36 month free replacement, + 36 mo prorated replacement cost, and 72 month total limited warranty! On August 17, 2014 the battery died. Our neighbor who is a certified mechanic at a local dealership tested the battery and said it was bad!!!

The same day we called AAA they sent a rep out he charged it with a small battery pack and said it was ok! We disagreed! On August 20, 2014 in the morning the battery died, my wife missed a business appointment! She called AAA the same rep came out did the same as before and said the battery was ok. We asked that the battery be changed showing a receipt for the 2nd time and he said the battery was ok. He mentioned that we could take the car to [redacted], Va to the AAA garage or go to a local certified AAA private garage! So we went to [redacted] Tire & Auto, they charged the battery over night and tested it the next day and said it started up but the reading says it no longer meets the minimum requirements and is likely to fail soon!!!

Business

Response:

[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).

Review: I went to the [redacted] location in [redacted] 3 months ago and got passport photos taken under member id [redacted] and received them as part of my aaa premier membership at no charge as I should. My spouse went to this same location and attempted to get passport photos and was told that because he was part of the [redacted] group he would have to pay for the photos and be reimbursed by the [redacted] club area his member id is [redacted] . Obviously someone does not know the correct policy as I was given the photos and he was not. If it is a aaa membership it should be nationally recognized regardless of where it is housed at.Desired Settlement: I wish for my partner to be refunded to the credit card he charged the passport photos on. I also wish to be compensated in some other way for the inconvenience experienced by having to take time to address this.

Business

Response:

Thank you for providing AAA Mid-Atlantic, Club [redacted], the opportunity to address [redacted]'s concerns. [redacted] and [redacted] have a Premier Membership, which provides an extended benefit for passport photos, with Club [redacted]. The address on their membership is within the Mid-Atlantic servicing area, yet they have kept their membership with the affiliate club.

Each AAA Club has a reciprocal agreement for road service which is the core benefit of all clubs, not for exteded benefits, as all clubs do not offer extended benefits or similar extended benefits. When [redacted] visited the [redacted] location, AAA Mid-Atlantic also offers free passport photos for our Premier members and the [redacted] associate failed to the membership was from [redacted] and should have charged her also for the photos. Clubs do not reciprocal bill each other for extended benefit, so the branch had to absorb the expense. When [redacted] went to the [redacted] office, the associate followed the proper procedure in charging for the passport photos, since they are not a AAA Mid-Atantic member, this benefit is available in their home club area.

I have reached out to the [redacted] Club, which [redacted] and [redacted] have their membership and they advised that they have tried to make contact with [redacted] at the number they have on file, but have had no success to offer a resolution to their concern. I have also provided them with his e-mail address which was contained in this report. Please have him contact his home club for further assistance and to arrange for their membership to be transferred into the Mid-Atlantic Club at the time of renewal.

Respectfully,

[redacted], AAA-Mid-Atlantic, 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]

Review: [redacted]

I am rejecting this response because:

Transferring my membership to mid atlantic is beside the fact. I can do this and that is not an issue, however I should be reimbursed for the passport photos I was charged for as one of us was charged and the other was not. The charge was only around $7. This should not be a difficult cost for the branch to "absorb" as I am being told that is what would have to happen. I still have not received a refund for the photos as is being requested. Again, if I need to transfer membership...that's fine....but if someone was not trained properly regarding procedure, that is not my fault. I am still requesting reimbursement for the photos and for my time spent in attempting to obtain the refund.

Regards,

Business

Response:

As a member of an affiliate club in order to process your request for reimbursement, this will need to be processed through them as they will be happy to assit you. They have been trying to reach you to discuss and resolve. I spoke this morning with [redacted] @ [redacted] and have provided the information contained in this Revdex.com complaint to her, so please reach out to her to resolve.

Respectfully,

[redacted] Member Relations Manager, AAA Mid-Atlantic

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. I have spoken with a rep who indicates I will be reimbursed for the charge for passport.

Regards,

Review: I paid AAA in July or August for services but they failed to mail me my AAA card. It has been over 4 months. I pre-paid AAA for the year but cannot enjoy their services because they never mailed me my cards (for 2 vehicles!). I even confirmed this by phone that they collected my payment of over $160 but failed to mail me my cards. I expect a refund for the months of July - October since I never received my cards!Desired Settlement: I expect a refund for the months of July - October since I never received my cards!

Business

Response:

Replacement cards were requested yesterday, 10/5/14, as confirmed in our membership system. Those cards for both the primary and associate member should be received soon. Our policies do state that we do not issue refunds for the membership once paid for, but that benefits stay in tact regardless. For road service requests, you should be able to receive AAA benefits regardless if AAA Card is in possession or not. We would verify your membership and possibly ask you to show ID to the servicing facility. In other cases, it would be that you would need to have your membership card with you to receive some benefits. If there are benefits that you have wanted to take partake of , but couldn't because of this reason, please advise so that we can address accordingly. Thanks, Alicia G[redacted]Manager - Member Relations

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:

Review: I did not know I needed to cancel by 11/1 today is 11/10 and they refuse to give me any refund.

This is the letter I am sending to AAA Manager Eric S[redacted], he has not returned my phone call yet. I believe they should make an exception and give me a full refund since it is so close to 11/1. I don't like that there are no supervisors to speak to about this.

Dear Eric:

I bought a new car on 10/21/14. Had I known I needed to cancel by AAA membership by 11/1/14 to receive a refund, I would have. There was time. I did not know about this policy. Today is November 10th and I have been told by Dan Kocsak in the call center that I cannot have a refund and there is no supervisor to speak to by phone. He suggested I write this letter. I also left you a voicemail message after looking up your number on the internet since Dan refused to give it to me.

This policy is robbery. You are going to keep over $200 of my money for a service I no longer need because my auto maker and my insurance company both offer similar services for much less.

You do not have my signature agreeing to such cancellation terms. AAA needs to seriously consider pro-rated refunds for mid-term cancellations. I would greatly appreciate any consideration you can give this request.Desired Settlement: A full or 10 day pro-rated refund of my annual membership fees.

Business

Response:

December 8, 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 [redacted]’s membership we can confirm she joined AAA Mid-Atlantic on September 22, 2010 and enrolled in our automatic renewal program at that time. As [redacted]’s renewal date of November 1, 2014 approached, we followed our normal procedure to notify her that we were going to charge her credit card on file through a letter, a billing statement, and an automated telephone call. The billing statement mailed in August included the following language advising the membership was going to be automatically charged: “Do not return, annual dues will be charged to your credit card.”In addition, the renewal notice included clear and conspicuous information regarding the renewal refund policy. We have confirmed that this language did appear on [redacted]’s bill, as intended. A copy of the language on the bill is below:Please see our policy below: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.In accordance with our current policy, [redacted]’s request for a refund of dues was denied. 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 - Member AdministrationAAA 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: No one reads auto renewal notices. They just automatically take the money. I did not sign something saying I agreed to these terms. I was only a few days past the time I could have received my refund. Had I read the policy, had they made it OBVIOUS to me, I would have called to cancel days earlier. They are scamming their customers by forbidding them to cancel!

Regards,

Review: I purchased a battery during a service call on 1/16/2014 and it had a 36 month guarantee. I had a problem with the professionalism of the person. I called AAA on Tuesday Sept. 16th because my car would not start, they came out and 1 1/2 (same company as in Jan.) and he said that the battery was dead and had to be replaced. I showed him the invoice and he called garage [redacted]'s Towing and they told him to call AAA, he called 2 different #'s and they both told him that the guarantee was void because I didn't drive the car the required 6,500 miles from when I purchased the battery????? He left saying sorry nothing I can do. I have a 96 yr old in the house and no car! I called AAA and was told the same thing and I asked to speak to a supervisor and they said there were none available and they would call in the next few days. After checking with 3 different garages and stores that install batteries, I was told that they never heard of anything so ridiculous and it was a gimmick. No where on the invoice nor did anyone tell me that the warranty was only if the car was driven 6,500 miles or more. I then called AAA the next day and spent almost 2 hours with 2 different girls one a supervisor. They said the sentence on the back of the invoice which said negligence meant that the car wasn't driven enough so that meant neglect?????? They said they would immediately e-mail my complaint to the complaint department and I would get a call, it is now Friday evening Sept 19th and no call and I am still with out a car. This has caused me extreme anxiety and it does seem to me that I have been deceived and taken over because I am a senior citizen and they just don't care. Also the original guy who put down the milage of my car was not a very reliable source and that is the only thing that they have is my invoice where he wrote in the odometer reading, and there is no record (according to AAA) of it being noted anywhere else. I know he didnt put down the correct milage, because the car was used more than what that reading would have made it.Desired Settlement: The warranty honored as promised.

Business

Response:

We have contacted [redacted] and are working with her currently - today - to resolve her grievance. We have explained to her the details of the warranty and are sending her a road service for replacement battery.

I have been a member of AAA MidAtlantic on and off for several years. If you give them your credit card information, they will automatically sign you up for for annual renewal and will not allow you to cancel after they charge you. You will be stuck with the membership for a full year, even if you do not utilize the service, want to renew, or choose as a consumer to cancel your membership for services not yet provided. At some point, they changed their renewal and cancellation policy, so buyer beware. Once you buy a membership, it is yours for a year. It seems the trend is for more businesses to have non-refundable and non-cancelable policies, even for services not yet received. For this reason, I will not be utilizing the services of AAA MidAtlantic, or businesses with similar policies again.

Review: I tried to cancel my 83 year old mother's AAA membership, which cost her $102.00. She does not need this service, as she no longer drives and is not nor will be in need of roadside services. My mother received a phone call regarding this service, and she was also encouraged to add associate members. She added myself and my daughter, which we do not need as I have my own membership with my daughter as an associate. My mother is on a limited income and cannot afford to lose $102.00 for a year of services she will not use or benefit from. I tried to explain this to the representative, who continually repeated that they could not refund her money. I am not satisfied with this response. The representative also refused to transfer me to someone who had more authority to make decisions.Desired Settlement: I would like my mother's money refunded and her membership cancelled.

Business

Response:

November 3, 2014Dear Revdex.com of Washington DC & Eastern Pennsylvania,Thank you for notifying AAA Mid-Atlantic of [redacted]s’ consumer complaint with the Revdex.com and for this opportunity to respond.AAA Mid-Atlantic implemented a Limited Membership Refund Policy in April 2012. AAA MidAtlantic 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 in our Member Guides. Before payment made payment for renewal, clear and conspicuous information regarding the refund policy was included on all renewal statements. We have confirmed that this language did appear on the bill, as intended. A copy of the language on the bill is 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.In accordance with our current policy, request for a refund of dues was denied. Again, I thank the Revdex.com of Washington DC & Eastern Pennsylvania for bringing this matter to our attention and regret any frustration this may have caused [redacted]s’. Should you or [redacted]s’ 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: it is unfairly targeting an elderly woman on a limited budget. My request was clearly stated: my mother does not drive, and has no use for this membership. She 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 to. She did not instigate this action to renew. This is a sad commentary on the way AAA does business and yet another way the elderly are fleeced. Her $102.00 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 consideration. Interesting that this policy went into effect in 2012, the same year my mother lost her husband of 59 years. She has had to learn to go on without his support and guidance, and he, too, would be very disappointed with AAA. Over 50 years of membership dues, and countless referrals to others, it is unfortunate that is ends this way.

Regards,

Business

Response:

Please refer to attached letter from the membership department. We understand that there is still a concern, however, we do have a refund policy in place. If 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 RelationsAAA Mid-Atlantic

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 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,