This is a response to the March 15, letter relating to Ms***'s complaint regarding the repossession of her vehicleOn February 9, 2017, Ms***'s vehicle was towed to our Car Care Center in [redacted] She was contacted the following day with a quote of $to replace the engine Uncertain of what to do, she was advised that she could leave her vehicle at our facility for five business day to give her time to consider her optionsNumerous phone calls to Ms [redacted] to discuss her decision were unansweredOn March 9, exactly one month from the initial visit, our facility received a phone call from [redacted] Financial Group, her banking institution, asking if a [redacted] was at our facilityThey presented a repossession order and the vehicle was released to themAt no time did Joel or anyone on my staff contact [redacted] Financial GroupIt is worth noting that [redacted] Financial Group paid for the outstanding invoice of $The invoiced included a $diagnostic and labor charge and storage fee of $ for days plus taxAgain, the vehicle was left at our facility for daysAttached please find a copy of the repair order as well as a copy of the Hold Harmless Acknowledgement that was presentedIf you need anything further, please don't hesitate to contact meThank youSincerely, James PPresident/CEO
This is a response to the March 13, letter relating to Ms [redacted] 's complaint regarding her vehicle mistakenly being towedOn March 7, 2017, at approximately 4:36pm, we received a phone call from one of our members stating that she was in need of emergency road service as the keys to her friend's vehicle were lost and needed the vehicle towed to the dealershipThe member identified the vehicle and provided all of the information needed for a tow truck to be dispatchedThe tow truck was en-route to the dealership when we were notified that it was the wrong vehicleAs soon as we recognized the error, the vehicle was immediately returned to the ownerThe entire situation was resolved within minutesAAA coverage is on the member, not the vehicleAccordingly, the vehicle registration often does not match the driver's license of the member in need of service since the member does not have to be the vehicle ownerAlso, there were numerous conversations with management during and after the event with Ms [redacted] and her father and at no time was there any mention of vehicle damage until nowWithout any evidence of damage to the vehicle to review and have investigated by our ASE certified field representative, I'm not in a position to comment on Ms [redacted] 's claim that any damage was caused by AAA as allegedIt should be noted that during conversations with Ms [redacted] father, he requested $5,for trauma and negligenceWe declined his request repeatedlyHis final request was "be gracious and write a check for $2,500"We denied that request as wellWe understand this unfortunate mistake created an inconvenience and anxiety for Ms [redacted] I am confident that the member's error in identifying Ms [redacted] vehicle as her friend's vehicle was not done maliciouslyWe were within AAA guidelines and we provided emergency road service to a member in needIf you need anything further, please don't hesitate to contact meThank youSincerely, James PPresident/CEO
This is a response to the January 19, letter regarding current member, Ms [redacted] , and the request to refund her for the months remaining on her membership, which expires on July 31, As a not-for-profit membership organization, we exist to serve all AAA Northway members and invest in products and service that our members deem relevantMs [redacted] has had the pleasure of utilizing her membership which remains active until the expiration date of July 31, A request was made that upon expiry, her membership be transferred to the local AAA club, AAA [redacted] , where she now residesBecause membership in AAA covers a member anywhere in North America, Ms [redacted] does not need to join the AAA Club in [redacted] Her current membership provides the same benefits no matter where she residesOur guidelines clearly state that AAA memberships are non-refundableTherefore, it is not customary for our organization to refund memberships duesEnclose please find a copy of our Member Benefit Guide outlining the Club's guidelines on membership refundsIf you need anything further, please don't hesitate to contact meSincerely, James PPresident/CEO
This is a response to the March 15, letter relating to Ms***'s complaint regarding the repossession of her vehicleOn February 9, 2017, Ms***'s vehicle was towed to our Car Care Center in [redacted] She was contacted the following day with a quote of $to replace the engine Uncertain of what to do, she was advised that she could leave her vehicle at our facility for five business day to give her time to consider her optionsNumerous phone calls to Ms [redacted] to discuss her decision were unansweredOn March 9, exactly one month from the initial visit, our facility received a phone call from [redacted] Financial Group, her banking institution, asking if a [redacted] was at our facilityThey presented a repossession order and the vehicle was released to themAt no time did Joel or anyone on my staff contact [redacted] Financial GroupIt is worth noting that [redacted] Financial Group paid for the outstanding invoice of $The invoiced included a $diagnostic and labor charge and storage fee of $ for days plus taxAgain, the vehicle was left at our facility for daysAttached please find a copy of the repair order as well as a copy of the Hold Harmless Acknowledgement that was presentedIf you need anything further, please don't hesitate to contact meThank youSincerely, James PPresident/CEO
This is a response to the March 13, letter relating to Ms [redacted] 's complaint regarding her vehicle mistakenly being towedOn March 7, 2017, at approximately 4:36pm, we received a phone call from one of our members stating that she was in need of emergency road service as the keys to her friend's vehicle were lost and needed the vehicle towed to the dealershipThe member identified the vehicle and provided all of the information needed for a tow truck to be dispatchedThe tow truck was en-route to the dealership when we were notified that it was the wrong vehicleAs soon as we recognized the error, the vehicle was immediately returned to the ownerThe entire situation was resolved within minutesAAA coverage is on the member, not the vehicleAccordingly, the vehicle registration often does not match the driver's license of the member in need of service since the member does not have to be the vehicle ownerAlso, there were numerous conversations with management during and after the event with Ms [redacted] and her father and at no time was there any mention of vehicle damage until nowWithout any evidence of damage to the vehicle to review and have investigated by our ASE certified field representative, I'm not in a position to comment on Ms [redacted] 's claim that any damage was caused by AAA as allegedIt should be noted that during conversations with Ms [redacted] father, he requested $5,for trauma and negligenceWe declined his request repeatedlyHis final request was "be gracious and write a check for $2,500"We denied that request as wellWe understand this unfortunate mistake created an inconvenience and anxiety for Ms [redacted] I am confident that the member's error in identifying Ms [redacted] vehicle as her friend's vehicle was not done maliciouslyWe were within AAA guidelines and we provided emergency road service to a member in needIf you need anything further, please don't hesitate to contact meThank youSincerely, James PPresident/CEO
This is a response to the January 19, letter regarding current member, Ms [redacted] , and the request to refund her for the months remaining on her membership, which expires on July 31, As a not-for-profit membership organization, we exist to serve all AAA Northway members and invest in products and service that our members deem relevantMs [redacted] has had the pleasure of utilizing her membership which remains active until the expiration date of July 31, A request was made that upon expiry, her membership be transferred to the local AAA club, AAA [redacted] , where she now residesBecause membership in AAA covers a member anywhere in North America, Ms [redacted] does not need to join the AAA Club in [redacted] Her current membership provides the same benefits no matter where she residesOur guidelines clearly state that AAA memberships are non-refundableTherefore, it is not customary for our organization to refund memberships duesEnclose please find a copy of our Member Benefit Guide outlining the Club's guidelines on membership refundsIf you need anything further, please don't hesitate to contact meSincerely, James PPresident/CEO