AAA Mid-Atlantic, Southern Region

Per the Fredericksburg Manager This has been resolved and we are not at fault

Just to follow up, this complaint has been resolved to my satisfaction, with AAA's verbal agreement to refund the $ [redacted] I requestedThank you for your assistance with this resolution[redacted] ***

The company has indicated that the consumer has received the refund

Revdex.com spoke with the consumer and she stated that they have refunded the money Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10247629, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]

Good morning, I want to address the issues in order As an AAA member, customers get **% off of labor, not the total bill Not sure if the person on the phone said the wrong information or the customer took it incorrectly but that is the discount The customer said they knew the repair would be no more than $***, but I’m not sure of where they are getting the pricing $ [redacted] included the diagnostic and tax Alternator cost is about $ [redacted] dollars My associate incorrectly priced the alternator from the dealer and it should have been $ [redacted] from the dealer We stood behind the pricing we gave and did not increase the estimate later for the part The customer said they had the alternator replaced previously on the vehicle but it failed again We did in fact find oil leaking onto the connector and wiring for the alternator The previous people that replaced the alternator may have missed this problem and shortened the life of the alternator We did not want the customer to have another failure of the alternator and have to have their vehicle towed again for the same problem The service advisor called the dealer and they said the only way we could repair the connector and wiring was by replacing the wiring harness There was no pigtail (part of the harness with wiring and connector) available We quoted the customer the price for the harness and the labor to replace the harness I don’t know where the assumption that they, as the customer said, “pissed us off” and we’re raising the price came from, but we are a professional shop and that does not happen Once the customer approved the repair and we removed the alternator and harness, we found we were able to repair the wiring, take apart the connector to clean it, solder wiring, shrink wrap the wires, then reinstall We did this to save the customer money The hydraulic fluid leaking is from motor mounts which is not causing the alternator to fail This is causing the motor mounts to fail There is a noise when the engine shifts because of these failed mountsThe way the customer says it all makes sense when they walked in is confusing In a repair facility, the technicians do not come to the phone and try to sell work to customers The service advisers are trained salespeople with automotive knowledge that engage with the technicians to make sure they understand what is needed and relay this information to the customer This is the same process that happens in dealerships and aftermarket facilities We do not play on people’s ignorance Instead we attempt to inform the customer of what is needed and willing to explain until the customer understands what is needed In regards to the customer’s complaint of the noise behind the firewall, we ran the vehicle in the shop and did not hear the noise The vehicle was towed in and we never heard the vehicle before it was towed in The alternator was not charging before the vehicle came in and it cannot run without electricity When the vehicle left, the alternator is charging and is now drivable The fact that the customer thinks we did not look at the vehicle because they overpaid for services is false As a national brand, we stand behind the work we did not we don’t just brush people off after they have had services completed When the vehicle was driven by the technician who worked on the vehicle, the noise he heard is coming from the tires/wheels Again we put an alternator on the vehicle and if it is the alternator making the noise, that noise would be heard at idle and when driven A third party should be able to tell the customer before driving the vehicle that an alternator noise would be heard at all times since the alternator pulley is spinning as soon as the vehicle is started And also, again, the vehicle was not drivable when it first arrived so any type of tire noise had to be preexisting since this is not anything that we had to repair when the vehicle was towed into the shop If there is any problem with the part, there is a year **k mile warranty for part and labor through AAA If the 3rd party shop diagnoses the vehicle and tries to say we caused an issue, then customer approves the work and then expects us to pay without consulting us, the customer would be responsible for the repair themselves Before any repairs are done, I would need the customer to contact us at the shop so we follow the appropriate steps in having the vehicle repairedWith overages in towing, the customer would need to contact roadside assistance to find how to be reimbursed The towing is not affiliated with the car care centers [redacted]

Re: BBB Complaint – [redacted] Dear Ms. ***:In the course of events that transpired, we are left with ascertaining what occurred to have garnered the contested actions that are being purported by the member. Though we empathize with Mr. [redacted] , and... understand the frustration of having a challenging situation evolve, we are not garnering liability for the damages that are being alleged.With that said, all our member’s inquiries are important, and truly at the forefront of all our endeavors. Their satisfaction is tantamount to our success as an organization. We operate with integrity and concern; understanding that circumstances do arise. Based upon the circumstances contrived through our investigation we still support our initial findings of claim denial:April 22nd - Requested ERS service; vehicle needed to be transported via flatbed (oil leak). Vehicle purchased appx. 10 days prior to service.April 22nd - Damage reported by member. April 30h - Contacted member for physical inspection of vehicle May 8th - Claim denied ; members insurance called on May 12th We contacted Mr. [redacted] to offer the opportunity to dispel any confusion that may or may not have existed to the reason why his claim was denied. This opportunity was offered in the manner of a “re-enactment “of the initial tow; all parties present. Mr. [redacted] stated, “. . . . if you had contacted two weeks sooner maybe something could have been done . . .vehicle is in the repair shop at the moment . . . “ Our contact with the member was facilitated by the BBB on May 15th, at this time the vehicle was unavailable. We offered to facilitate the “re-enactment” once the repairs were completed, and were informed that . . . .” the suspension is being lowered and the bumper is being repaired. . .”. . .Mr. [redacted] ’s claim was denied initially based upon the premise that the abrasions reported to the vehicle, were not able to be achieved with the equipment that was used on the day in question. Without the vehicle at the same height and the bumper repaired, we are unable to fulfill the commitment that we need to show just cause. Our focus and concern shall always be our Members. Thank you for the opportunity to respond and work with Mr. [redacted] so that we can resolve and provide understanding. If Mr. [redacted] wishes to continue the investigation, he may call us back @ [redacted] and speak with a Member Relations Coordinator who will be able to assist him.Sincerely, [redacted] ***Member Relations Manager

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
My complaint has been resolved satisfactorilyThank you*** ***

See below for response from manager of that area. Dues will be refunded to member
-----Original Message-----
*** *** ***
Sent: Friday, October 10, 5:PM
*** *** *** *** **
/>
Subject: RE: Revdex.com Complaint
I have requested Membership Admin refund the renewal dues
to the memberSince this was an AR payment with a Novrenewal this will not
be a problemAAA can certainly offer an apology.
The member is on email billing and did receive a bill
showing the renewal for both the primary and the associateWe were never
notified that he did not wish to renew the membership for his wifeShe was
added during the free associate promotional offer. We are certainly sorry that we did not
explain the process to the members completed understanding

We received and reviewed Ms*** *** complaint referenced above.The following was offered as a resolution, which MsBarbara Harris accepted:• AAA has offered to the member $44.42, as a goodwill gesture, which is the cost of theyearly Premier upgradeMember has accepted the offer sent by the Revdex.com letter sent toAAA.• AAA also will place "Premier upgrade on do not renew per members request 1/17/17.On behalf of AAA Mid Atlantic we sincerely apologize for any issues this may the membermay have endured, as a result of the service requestIf you should have any further questionsor concerns please contact us at ***, Ext***

Revdex.com:
I have reviewed the offer and/or response made by the business in
reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My AAA membership entitles me to tows per year. I was never informed that I had only tow - that is ridiculous. No one has tried to contact me at my work *** nor my cell ***. This is a fabrication on AAA part. If my membership entitles me to tows, and I have only used common sense would say I have left at my discretion. The information I have provided shows that in selling this triple membership no membership paperwork advised "covers one tow per disablement member was advised of this policy." Please someone listen to the phone call that I had with AAA. I also went to the AAA office on hull street Midlothian va and they advised me of the same thing in person. Of course when I called back and told AAA the rep told me "they must not have an up to date membership manual." To me a tow, is a tow is a tow - what difference does it matter. I only used minutes of a mile tow. I still have and I will not be renewing this membership ever again and will take to social media to explain my side if necessary. Now who is telling tales?
Regards,
*** ***

January 26, Re: Revdex.com Complaint ID: *** * *** *** We have received and reviewed Mr*** ***’ concern referenced aboveMr*** was phoned on the afternoon of January 26, to discuss his concern with roadside assistanceIn attempt to resolve the following steps
were taken: Expressions of apology, as this was a frustrating situationAn explanation was given to Mr*** regarding the reasoning behind his denial of road serviceMr*** was safe at home and his vehicle was stuck on ice and snow down a long, gravel drivewayDue to the effects of Winter Storm Jonas, service at home were still restrictedAdditionally the safety hazards were explained to Mr*** regarding possible damage to his vehicle and how unsafe for the tow truck to be on snow and ice in gravelHe was advised that we have a no refund policy for his membership; however, as a goodwill gesture, we would refund the $** he stated he paid his neighbor to pull the vehicle out with a tractorMr*** declined stating that he would only settle for $*** refundSpecifically in regards to the Refund Policy: This membership renewal statement included the following language advising of AAA’s membership refund practice: 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% refundedAAA’s full Membership terms and conditions can also be found on AAA.com/member renewWe wish to express our gratitude for Mr*** membershipOn behalf of AAA Mid Atlantic we sincerely apologize any frustration he may have endured, as a result of the service request. If you should have further questions or concerns please contact us at *** *** *** Respectfully *** ***
*** *** * *** * *** ***
*** *** * *** *** *** * *** ** ***
*** *** *** * *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My AAA membership entitles me to tows per year. I was never informed that I had only tow - that is ridiculous. No one has tried to contact me at my work *** nor my cell ***. This is a fabrication on AAA part. If my membership entitles me to tows, and I have only used common sense would say I have left at my discretion. The information I have provided shows that in selling this triple membership no membership paperwork advised "covers one tow per disablement member was advised of this policy." Please someone listen to the phone call that I had with AAA. I also went to the AAA office on hull street Midlothian va and they advised me of the same thing in person. Of course when I called back and told AAA the rep told me "they must not have an up to date membership manual."
To me a tow, is a tow is a tow - what difference does it matter. I only used minutes of a mile tow. I still have and I will not be renewing this membership ever again and will take to social media to explain my side if necessary
Now who is telling tales?
Regards,
*** ***

Just to follow up, this complaint has been resolved to my satisfaction, with AAA's verbal agreement to refund the $*** I requestedThank you for your assistance with this resolution.*** ***

Dear Ms***: Thank you for notifying AAA of Ms***’s consumer complaint with the RevDex.com and for this opportunity to respond. We have made attempts to contact Ms*** on March 19, and March 20, Since we have not received a response, we have
sent her a letter asking her to contact me so that I can discuss the issue with her directly in order to reach an amicable resolution. Again, thank you for bringing this matter to our attention and we regret any frustration this may have caused Ms***. Respectfully, Rose B***

we are working on the caseWe will actually reach out to the member to
discuss and then provide a formal responseWe will put a priority on the case, but will likely be after Monday before we can respond

Good morning,
0pt;">
I want to address the issues in order.
As an AAA member, customers get 10% off of labor, not the total bill. Not sure if the person on the phone said the wrong information or the customer took it incorrectly but that is the discount. The customer said they knew the repair would be no more than $600, but I’m not sure of where they are getting the pricing. $included the diagnostic and tax. Alternator cost is about $dollars. My associate incorrectly priced the alternator from the dealer and it should have been $from the dealer. We stood behind the pricing we gave and did not increase the estimate later for the part.
The customer said they had the alternator replaced previously on the vehicle but it failed again. We did in fact find oil leaking onto the connector and wiring for the alternator. The previous people that replaced the alternator may have missed this problem and shortened the life of the alternator. We did not want the customer to have another failure of the alternator and have to have their vehicle towed again for the same problem. The service advisor called the dealer and they said the only way we could repair the connector and wiring was by replacing the wiring harness. There was no pigtail (part of the harness with wiring and connector) available. We quoted the customer the price for the harness and the labor to replace the harness. I don’t know where the assumption that they, as the customer said, “pissed us off” and we’re raising the price came from, but we are a professional shop and that does not happen. Once the customer approved the repair and we removed the alternator and harness, we found we were able to repair the wiring, take apart the connector to clean it, solder wiring, shrink wrap the wires, then reinstall. We did this to save the customer money.
The hydraulic fluid leaking is from motor mounts which is not causing the alternator to fail. This is causing the motor mounts to fail. There is a noise when the engine shifts because of these failed mounts
The way the customer says it all makes sense when they walked in is confusing. In a repair facility, the technicians do not come to the phone and try to sell work to customers. The service advisors are trained salespeople with automotive knowledge that engage with the technicians to make sure they understand what is needed and relay this information to the customer. This is the same process that happens in dealerships and aftermarket facilities. We do not play on people’s ignorance. Instead we attempt to inform the customer of what is needed and willing to explain until the customer understands what is needed.
In regards to the customer’s complaint of the noise behind the firewall, we ran the vehicle in the shop and did not hear the noise. The vehicle was towed in and we never heard the vehicle before it was towed in. The alternator was not charging before the vehicle came in and it cannot run without electricity. When the vehicle left, the alternator is charging and is now drivable.
The fact that the customer thinks we did not look at the vehicle because they overpaid for services is false. As a national brand, we stand behind the work we did not we don’t just brush people off after they have had services completed. When the vehicle was driven by the technician who worked on the vehicle, the noise he heard is coming from the tires/wheels. Again we put an alternator on the vehicle and if it is the alternator making the noise, that noise would be heard at idle and when driven. A third party should be able to tell the customer before driving the vehicle that an alternator noise would be heard at all times since the alternator pulley is spinning as soon as the vehicle is started. And also, again, the vehicle was not drivable when it first arrived so any type of tire noise had to be preexisting since this is not anything that we had to repair when the vehicle was towed into the shop.
If there is any problem with the part, there is a year 24k mile warranty for part and labor through AAA. If the 3rd party shop diagnoses the vehicle and tries to say we caused an issue, then customer approves the work and then expects us to pay without consulting us, the customer would be responsible for the repair themselves. Before any repairs are done, I would need the customer to contact us at the shop so we follow the appropriate steps in having the vehicle repaired
With overages in towing, the customer would need to contact roadside assistance to find how to be reimbursed. The towing is not affiliated with the car care centers.
*** ***
*** *** *** *** *** ***
***

Dear Revdex.com,Thank you for notifying AAA Midatlantic of ** *** consumer
complaint with the Revdex.com and for this opportunity to respond
While we strive to exceed our Member’s expectations, our ultimate goal is to
make sure that each Member’s individual experience is a positive
one.As ** *** may recall her membership was due to expire on
April 1, Before she made payment for her renewal, clear and conspicuous
information regarding the refund policy was included on her renewal statements
We have confirmed that this language did appear on ** *** 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 memberships will not be refunded once applied to 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% refundedWe received ** *** renewal check payment on March 25,
ad her mailing address was changed to reflect her *** address in our
system on March 28, At that time ** *** membership was set to be
transferred to *** at her next renewalWith the information that was
provided by the Revdex.com we were able to confirm ** *** membership with ** *** due
to ** *** having duplicate memberships last year we have issues a refund check
in the amount of $which will take 7-business days to received.Again, 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,*** ***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]