AAA MountainWest

Complaint: ***
I am rejecting this response because: Essentially, this is no responseIt just says that they are going to look at our complaint and then decide
what to doAfter they decide what to do, and inform me of that, I will have some basis to accept or reject their response
Sincerely,
*** ***

AAA is in receipt of this complaint and is currently investigating the claim. We will respond in the time frame provided

Complaint: ***
I am rejecting this response because: Essentially, this is no responseIt just says that they are going to look at our complaint and then decide
what to doAfter they decide what to do, and inform me of that, I will have some basis to accept or reject their response
Sincerely,
*** ***

We are in receipt of the complaint submitted by Ms***. We are disappointed that Ms*** has had a poor member experience. I have asked that a refund of her AAA membership dues in the amount of $be processed immediately. Once I have the check, I will send it along with correspondence to Ms*** Please let me know if you need further information Best regards, Kamili

We are in receipt of the complaint submitted by Ms***. We are disappointed that Ms*** has had a poor member experience. I have asked that a refund of her AAA membership dues in the amount of $be processed immediately. Once I have the check, I will send it along with correspondence to Ms*** Please let me know if you need further information Best regards, Kamili

AAA is in receipt of this complaint and is currently investigating the claim. We will respond in the time frame provided

This is my first experience (in years!) asking Revdex.com for help, and I'm very happy with their helpAnything you can do to set the record straight regarding my satisfaction with AAA's refund would be appreciated

This is my first experience (in 73 years!) asking Revdex.com for help, and I'm very happy with their help. Anything you can do to set the record straight regarding my satisfaction with AAA's refund would be appreciated.

Review: I cancelled my membership approximately 15 days before the payment was due via email on their site. I was very surprised when they withdrew $125 from my account anyway and overdrew my account. I contacted them through email and phone several times and they have still not taken care of this. I am being assessed a $35 fee per day on my bank account as of now. I was told every time I contacted them that it was being taken care of, but here we are 3 days later and lots of bank fees due. I am very unhappy with this situation, as the account was closed several times and they still took my money anyway.Desired Settlement: I want the original charge and the accumulated fees paid back. My account has always been in good standing and I would not be overdrawn if this had been taken care of the first day I contacted them.

Business

Response:

For security reasons AAA does not allow anyone to remove

members, downgrade their membership, or cancel members online. They can call us and be connected to our

Member Services Department, or take a moment to email or write to us. AAA may need to contact them to verify their

request to complete the transaction.

Only the Primary account holder on the membership may make changes to

the entire household. Our business hours

are Monday-Friday 8:30am-5:30pm MST.

This information can be found online at AAA.com, by calling us at

###-###-####, calling the AAA local branch number located on the back of

their ID card, and can be found in AAA’s Terms and Conditions.

Iam unsure of how [redacted] thought she had cancelled her

membership online, as there is no way to do this for the reasons stated above,

and we have no record of [redacted] or [redacted] calling us to cancel the

membership. Our records show that they

submitted a [redacted] card online and signed up for automatic renewal on 10/12/2012. The member is notified three months in

advance, through the mail (and via email if they choose), and then again ten

days prior to their expiration date, which was 10/31/2013 for the

[redacted]’s. On this notification, at

the very top, it will tell you if we have a credit card on file, and if so,

that it will be processed twenty days prior to their expiration date.

As [redacted] is the Primary account holder, he is the only one

that can cancel the entire membership, and we did not receive direct

communication from him until 9/26/2013, upon which the remaining $98.00 was

immediately submitted for refund, and the 60 day waiting period waived. His [redacted] card on file in our system was

processed for $125.00 renewal on 9/25/13, 20 days prior to his expiration date. Even though we process these refunds

immediately on our end, it may take up to 48 hours to process and show up under

the financial institution from which the card was issued.

We have fulfilled every request we could in a timely manner,

and apologize for their situation.

However, we will not reimburse the [redacted]’s for any charges incurred

by their financial institution, as a result of their account being

overdrawn. We keep our processes

transparent for the member, and notify them prior to any charges or changes to

their account.

AAA strives to totally satisfy our members, and take care of

any concerns they have in a timely and professional manner.

Thank you for your time and attention to this matter,

Best wishes,

Member Relations Specialist

AAA MountainWest

###-###-####

[redacted].aaa.com

Consumer

Response:

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,

Review: I paid for a 1 year subscription for roadside assistance that expires on 11/30/2014. When I requested service on 11/15/14, I was told that my account was canceled and I could not use the service I paid for. Despite my request, I was not given a date or reason for cancellation.

Because of this disservice, I cannot drive my vehicle since I am unable to have it towed to a dealership for repair. Furthermore, I cannot access any of my membership information online.Desired Settlement: I want AAA MountainWest to honor the original agreement and provide tow service for my vehicle as well as reimbursement for any related expenses I incur due to their lack of service.

Business

Response:

This is the initial response in regards to consumer complaint #[redacted], under Resolution Moderator [redacted] of the Revdex.com Servicing E. WA, N. ID & MT. I apologize for the delayed response as it was stuck in our company's SPAM filter and was accidentally (and fortunately) discovered on Friday, November 21st, 2014. To whom it may concern: I am very sorry to hear about [redacted]'s poor experience when calling for roadside assistance on November 15th, 2014, and want to do whatever I can to help resolve it.After digging into his account further to see what was amiss when he called, this is what I found:On July 30th, 2013, our Member Services Specialist [redacted] was contacted about transferring [redacted]'s membership from AAA Arizona to AAA MountainWest as he had moved to Glendive, MT. Because his membership with the Arizona club was still active through November 30th, 2013, we set up his account to renew with us on that date. Our billing cycle to notify him of payment due sends the first bill to arrive at his mailing address forty-five days prior to renewal, the second bill fifteen days prior and a final bill eight days post his expiration date. We did not obtain an email address from him, so he did not receive any emails with pending renewal notifications from us. On February 28th, 2014, our system automatically canceled the household due to non-payment, 3 months after the members bill was due, as is our normal process.When [redacted] called in for roadside assistance on Saturday, November 15th, his membership showed cancelled due to non-payment of dues. As our membership department is open Monday-Friday, 8:30 AM-5:30 PM Mountain Standard Time, our call center was unable to verify the reason his account was canceled and advised that they could send someone, and he would need to pay out of pocket, or he could call in again on Monday, November 17th during business hours to inquire about his account with us.On Wednesday, November 19th, [redacted] came into Bozeman office, reinstating his membership and paying his dues for the year. He is now active for all services within the limitations of his membership with us and should have no further issue. Because the account was canceled due to non-payment and no known error on our part, I am unable to do anything more than offer my sincere apologies for any hassle and stress this caused [redacted]. My goal is to ensure that our members have the best possible experience with us, and hope this satisfies any questions [redacted] may have about his AAA Membership. Warm regards,[redacted]Member Relations SpecialistAAA MountainWestHelena, MT 59601