AAA North Penn

March 11, Revdex.com Re: Service Issue in New York Dear Sir/Madam I contacted the AAA office that handles the New York area and they reported the following: The New York AAA office did investigate the call and listened to the telephone recordings made that day The New York Club received his call at 11:18AM and stated that he reported that he was near mile marker [redacted] on [redacted] westbound in New York near [redacted] *** According to the AAA representative, he was unable to give him the name of a town that he was in but eventually stated that he was probably near [redacted] He also stated that a few agents from AAA over the next half hour were trying to figure out where he was since the locations and exits given were not matching up with the mile markers As it turns out, he was near mile marker ** At 11:39AM, AAA New York called the police to send someone out to look for him At 12:34PM, there is a note on the call stating that the police had helped you and you wanted an address to send the receipt for reimbursement At 12:45PM a call was placed and you stated that the police were on scene The member did reach the AAA North Penn Club at 11:41AM, his home club, and stated that he placed a call for service minutes prior and indicated that he was at mile marker [redacted] of Interstate [redacted] in New York State The call was transferred to the New York AAA Club because he stated that no one had called him back with an update Our call receiver did transfer him back to the AAA New York Club to get an update on his service call The record of the first call placed with the New York AAA Club was 11:18AM He stated it took two hours to get routed to the correct club to place a call for serviceI am not sure what happened there or who he spoke with during that two hour time period Typically, when a member reaches a AAA office they take the location of the breakdown and transfer the call to the proper jurisdiction for service We did send him a check for $for the money he paid out of pocket for the service Sincerely, [redacted] CEO/ AAA North Penn

[redacted] ***:Per your request, I will communicate with you via Revdex.com.We do value your membership and are concerned when members are not satisfied.Your request for a $refund or equivalent product is based on the assumption that you paid $for a membership that you could have received for $if you had waited for the retention specialist to call you If you had not previously paid and you agreed to the $membership offer, the retention specialist would have offered the PLUS membership for $ The end result would have been that you would have the AAA PLUS coverage for $88.I hope this explains the situation.Sincerely,Glenn Z [redacted] Senior VP/COO

[redacted] ***: Per your request, I will communicate with you via Revdex.comWe do value your membership and are concerned when members are not satisfiedYour request for a $refund or equivalent product is based on the assumption that you paid $for a membership that you could have received for $if you had waited for the retention specialist to call you If you had not previously paid and you agreed to the $membership offer, the retention specialist would have offered the PLUS membership for $ The end result would have been that you would have the AAA PLUS coverage for $I hope this explains the situationSincerely, Glenn Z [redacted] Senior VP/COO

March 23, 2015To Whom It May Concern:Per the complaint filed by *** *** concerning a
potential double billing on her *** account:In a 3/10/email, we communicated the following with *** ***. *** *** was concerned
that she may be double billed for her
membership because she received two
copies of our *** North Penn magazine.
We explained to *** *** that the reason a second magazine was sent
to her address is because her husband’s business receives a complimentary copy
of our magazine, at the same mailing address.
There is no billing associated with this complimentary magazine. Per *** ***’s request, we will
discontinue the second copy of the magazine.
We appreciate her many years of membership with us and appreciate her
bringing this to our attention.Sincerely,Glenn Z*** North PennSenior VP/COO

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Thank youI didn't realize my business was so replaceableI apologize I was told the wrong information and feel that it's very responsible if you to not honor what I was toldI don't think I will be renewing my membership in the years to come and will pass my experience to family and friends if askedIt's a shame really, all over $
Regards,
*** ***

"">March 11,
Revdex.com
Re: Service Issue in New York
Dear Sir/Madam
I contacted the AAA office that handles the New York area and they reported the following:
The New York AAA office did
investigate the call and listened to the telephone recordings made that day The New York Club received his call at 11:18AM and stated that he reported that he was near mile
marker ** on [redacted] westbound in New York near [redacted]. According to
the AAA representative, he was unable to give him the name of a town that he
was in but eventually stated that he was probably near [redacted]. He also
stated that a few agents from AAA over the next half hour were trying to figure
out where he was since the locations and exits given were not matching up with
the mile markers. As it turns out, he
was near mile marker **. At 11:39AM, AAA New York called the police to send someone out
to look for him. At 12:34PM, there is a note on the call stating that the police
had helped you and you wanted an address to send the receipt for
reimbursement. At 12:45PM a call was placed and you stated that the police were
on scene
The member did reach the AAA North Penn Club at 11:41AM,
his home club, and stated that he placed a call for service minutes prior
and indicated that he was at mile marker ** of Interstate ** in New York State. The call was
transferred to the New York AAA Club because he stated that no one had called
him back with an update. Our call
receiver did transfer him back to the AAA New York Club to get an update on his
service call
The record of the first call placed
with the New York AAA Club was 11:18AM. He stated it took two hours to get routed to
the correct club to place a call for serviceI am not sure what happened there
or who he spoke with during that two hour time period. Typically, when a member reaches a AAA office
they take the location of the breakdown and transfer the call to the proper
jurisdiction for service.
We did send him a check for
$for the money he paid out of pocket for the service
Sincerely,
[redacted]
CEO/ AAA North Penn

We called [redacted] on 10/14/15 and left a message for him to return our call.  We did not get a call back so we called again on 10/15/15 at 2:00PM.  We got his answering machine but did not leave a message.  We emailed the following to [redacted]:
Hi [redacted]:
I am writing in...

regards to some questions you
have with your membership.  Our retention center contacts members
whose membership have expired, even by 1 day.  They promote $55
for the basic plan.  If a member has expired the fee is usually
$65.  You have AAA Plus which is an additional $33.00. Because
you were within a certain time we did not charge you the $65.00.  Our
retention center doesn't offer any coverage's until after they have secured the
basic plan so that option was not mentioned in your conversation.  I would
be very happy to cancel the plus and refund the $33 if that is what you would
like.  Please let me know when you have a chance.
Thank you for being a AAA North Penn member and I hope I
have cleared up any confusion.
Colleen B[redacted]
-----------------------------------------------[redacted] has paid an additional $33 for AAA PLUS coverage which is an optional upgrade on his membership.  We would gladly refund his $33 but he would no longer has the benefits associated with this upgrade.  He has paid for these benefits since 2009.Glenn Z[redacted]AAA North PennSenior VP/COO

We called [redacted] on 10/14/15 and left a message for him to return our call.  We did not get a call back so we called again on 10/15/15 at 2:00PM.  We got his answering machine but did not leave a message.  We emailed the following to [redacted]:

size="3">
Hi [redacted]:
I am writing in regards to some questions you
have with your membership.  Our retention center contacts members
whose membership have expired, even by 1 day.  They promote $55
for the basic plan.  If a member has expired the fee is usually
$65.  You have AAA Plus which is an additional $33.00. Because
you were within a certain time we did not charge you the $65.00.  Our
retention center doesn't offer any coverage's until after they have secured the
basic plan so that option was not mentioned in your conversation.  I would
be very happy to cancel the plus and refund the $33 if that is what you would
like.  Please let me know when you have a chance.
Thank you for being a AAA North Penn member and I hope I
have cleared up any confusion.
Colleen B[redacted]
-----------------------------------------------
[redacted] has paid an additional $33 for AAA PLUS coverage which is an optional upgrade on his membership.  We would gladly refund his $33 but he would no longer has the benefits associated with this upgrade.  He has paid for these benefits since 2009.
Glenn Z[redacted]AAA North PennSenior VP/COO

[redacted]:
Per your request, I will communicate with you via Revdex.com.
We do value your membership and are concerned when members are not satisfied.
Your request for a $33 refund or equivalent product is based on the assumption that you paid $88 for a membership that you could have received for $55 if you had waited for the retention specialist to call you.  If you had not previously paid and you agreed to the $55 membership offer, the retention specialist would have offered the PLUS membership for $88.  The end result would have been that you would have the AAA PLUS coverage for $88.
I hope this explains the situation.
Sincerely,
Glenn Z[redacted]Senior VP/COO

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]:Per your request, I will communicate with you via Revdex.com.We do value your membership and are concerned when members are not satisfied.Your request for a $33 refund or equivalent product is based on the assumption that you paid $88 for a membership that you could have received for $55 if you had waited for the retention specialist to call you.  If you had not previously paid and you agreed to the $55 membership offer, the retention specialist would have offered the PLUS membership for $88.  The end result would have been that you would have the AAA PLUS coverage for $88.I hope this explains the situation.Sincerely,Glenn Z[redacted]Senior VP/COO

[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:
Thank you. I didn't realize my business was so replaceable. I apologize I was told the wrong information and feel that it's very responsible if you to not honor what I was told. I don't think I will be renewing my membership in the years to come and will pass my experience to family and friends if asked. It's a shame really, all over $33.
Regards,
[redacted]

Review: For the 2nd year in a row I went to them to get an International Driver's License. Each time I brought a professionally produced set of passport photos from the leading photography studio in town. Each time I was told that AAA had to do their own photos, at additional cost to me. When I disputed that assertion, each time the clerk went off and brought back a plastic template. Each time I was given the same incorrect explanation of how the US passport photo tool should be used, about how the face has to be within the inner circle, and the rest of the head has to be within the outer circle. This is incorrect. Instead, the head is supposed to fit between the two circles. Furthermore, the State Department has a template available online with complete specifications for photos at http://travel.state.gov/passport/pptphotoreq/photocomptemplate/photocomptemplate...⇄ My photos, each year completely met all specifications, and these photos are available as evidence. When I pointed out to the clerk that she was misusing the template and I explained how it should be used, each year my photos were grudgingly accepted and I was issued my license. Note that the same set of photos were accepted by the State Department for use on my passport. I suggest that their initial refusal to accept perfectly good photos, and their subsequent explanations about the use of that template are designed to fluster consumers into handing over good money to this business for no good reason. It is a flim-flam at best, and fraud at worst. The first year I thought it might have been an honest mistake. That is no longer my impression.Desired Settlement: I expect the business will claim this was an honest error, and claim they did not know about this issue. They should send a letter to Revdex.com and myself stating that their employees will no longer engage in this practice, because they will instruct them in proper use of the template. Revdex.com should no longer give this business top ratings. The business should be warned that if this practice continues now that it has been brought to their attention the consequences (Revdex.com and state attorney general) could be significant.

Business

Response:

Please see attached response

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 reject the response because of the attempt to deflect the blame for these 2 incidents back onto me.

As expected, AAA denied any wrongful intent. They do say that employees have been instructed not to repeat this mistake in the future. The statement that "the counselor had mentioned to him that she was afraid the sizing of **. [redacted]'s head was on the smaller size of the scale and OFFERED to retake his picture" is so misleading that it once again betrays the dishonest climate at this business. Then she concludes her response with, "It is a shame that **. [redacted] felt it necessary to go to such an extreme and involve the Revdex.com." The shame is not on me. Involving Revdex.com is not an extreme. This was an honest complaint from an honest client about a business that had not acted entirely honestly. The arrogance of this response should be a warning to the Revdex.com and to the public.

Incidentally, this response was delayed because I was out of the country using my new International Drivers License.

Regards,

Business

Response:

From:

AAA North Penn

Review: We got a flat tire @ approx 10.15 am 2/22/14 on highway [redacted] in NY State @ mile indicator **.

It took 2hrs just to get to the right office to handle the call.

They told us that [redacted]'s [redacted] would be coming soon

A 1/2 hour later we called [redacted]'s [redacted], & they told to call AAA back as they dont handle beyond exit **, we were between exits 18-19, again we had to start the procedure again...

In the meantime the state police arrived @ 12.15pm and told us they could get a tow truck to us in 15 minutes, & to send the bill to AAA, which the state police told us thats what usually happens... We told them to go ahead.

When we got thru to AAA they told us because the police were there they cancelled our call for help, why they did that we have no idea.

We finally got a call from a tow truck @ approx 2:30 pm saying they couldn't find us, my answer was "we couldn't wait 4 hrs for help when we got help in 15 minutes.

Enclosed you will find the bill from [redacted] for $109.13.

I also feel we should be reimbursed for the 11 years we have been a member, as the one time we needed you, you failed to perform the duties you advertise.

Copies of this complaint are being sent to Revdex.com in PA & NY

On rethinking this, please don't send me the refund, but use it either donate it to a children's cancer charity, or use it to fix this problem of sitting in a dangerous location, with semi trucks wizzing past @ 70 miles an hour for 4-5 hrs, when a reg towing truck can arrive in 15 minutes...

And please respond by letting me know how u r fixing this terrible service, as the [redacted] Service says it usual for AAA to take upto 5 hrs to respond...

PS: A copy of this in letter form & a copy of the receipt, from [redacted] will be sent to u by USPS...Desired Settlement: On rethinking this, please don't send me the refund, but use it either donate it to [redacted] or use it to fix this problem of sitting in a dangerous location, with semi trucks whizzing past @ 70 miles an hour for 4-5 hrs, when a reg towing truck can arrive in 15 minutes...

And please respond by letting me know how u r fixing this terrible service, as the [redacted] says it usual for AAA to take upto 5 hrs to respond...

Business

Response: