AAA Washington

On 8-3-we received your notice of a customer complaint from Mr [redacted] We have researched the complaint thoroughly and provide the following information as a response At his request, we agreed to find insurance coverage for Mr [redacted] at a price he considered to be more reasonable than what he was currently paying During this process, his policy briefly lapsed for non-payment In the process of securing new coverage, from [redacted] (which was our lowest cost provider), they increased the premium that was initially quoted to Mr [redacted] due to their complete evaluation of risk during the underwriting process Both AAA and Mr [redacted] were unaware of this increase, until the new policy was re-ratedWe have explained this situation to Mr [redacted] and informed him that [redacted] cannot change its decision due to the nature of their current rate plan as filed with the State of Washington Department of InsuranceWe also notified and explained to Mr [redacted] , that even with the increased premium, the premium from [redacted] would be the lowest premium that we can find among our list of companies that we can provide to him If Mr [redacted] ’s primary concern is finding a lower cost of insurance than we can provide, he may find this outside our agency with another company and agent

Mr [redacted] is accurate in his complaint it took hours for AAA Washington to provide locksmith service on April 16th in Gorst, Washington This is not acceptable and a full discovery of the issues that contributed to this lack of service delivery has been done An apology letter addressed directly to Mr [redacted] has been written acknowledging the failure to provide timely responsive service, his resulting dissatisfaction, and AAA Washington’s response to his desired settlement

Complaint: [redacted] I am rejecting this response because: AAA did not look at my documentation to verify 4/22/purchase I have re-attached to this message Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: When I signed up for AAA's service I opted out of marketing messages in the first place Since then I keep receiving marketing messages which I have unsubscribed from

AAA has been working with the Member and the owner of the vehicle in order to rectify this situationThe vehicle was damaged in transport by Ballinger TowingOne of AAA’s District Automotive Managers met the vehicle owner at Ballinger Towing on December 28, The owner inspected his vehicle and verbally indicated he was satisfied with the repairsThe vehicle was then towed to the destination of the owner’s choice at AAA’s expenseThe owner was given the direct contact information for our District Automotive Manager at the time of inspection and asked to call him if there were any further issues with the repairNo contact has been made to AAA since that time by either the Member or the owner of the vehicleMs [redacted] is encouraged to contact our Automotive Services department at 800-430-9003, a.mto p.m., to discuss any concerns she has with this situation

Complaint: [redacted] I am rejecting this response because: The Internet DOES have the correct info, the FIRST Google hit is the towing company that I usedPlease don't blame the internet for your own incompetenceThat's pathetic Your member guidelines contradict your website!! That's ADVERTISING!!!! Please see the jpg screenshots"If we can't get you going, we'll take you someplace that will." False"We will either enable the vehicle to operate under its own power or move it to a safe place." More LIES, you never mentioned the 3rd option: Leave me stranded and give me incorrect info.Sincerely, [redacted] ***

AAA has reviewed all of the calls with Ms [redacted] and it was made clear to Ms [redacted] during those calls by the AAA representatives that AAA only tows intact vehicles and this situation is not covered under AAA [redacted] Terms & ConditionsAAA’s T&Cs specifically state in the Excluded Services section “Vehicles purchased in an inoperable condition or missing major components (e.gengine, transmission) are not covered for emergency road service” and in the Service Guidelines section “Service is intended to provide emergency assistance to enable a vehicle to operate under its own power or to transport it to a place of repair or safekeepingIt is not intended as asolution for a pre-existing condition or a substitute for proper maintenance.” AAA’s T&Cs are available 24/at AAA.com (www.aaawa.com/automotive/emergency_service/ers_terms_conditions.asp) Ms [redacted] is encourage to contact our Automotive Services department [redacted] ; 8am – 5pm) if she has any further questions

We have been working on a resolution with Mr [redacted] since he made us aware of the situation on July We apologize for the delay, we are working with [redacted] , the travel package provider, to get the best possible resolution for Mr***

AAA is in receipt of your concern regarding the emergency road service request you placed on September and have reviewed the call recordings in regards to your request for a refund We were able to confirm that it took us two hours to arrive to assist with your flat tire and that our customer service staff could have processed your request for a refund betterWe apologize and understand that the overall experience did not meet your or our expectations As a gesture, we will cover the cost of the roadside assistance we performed and refund your membership dues in full The refund is in process and will be credited to the credit card used to open the membership It should show up on your account within 2-weeks

On September 25, 2015, Mr*** booked a cruise for his family on July 10, 2016, to the Caribbean with AAA’s Alderwood storeAt that time, his Travel Agent, Ari K***, offered him the ability to purchase travel insuranceMr*** verbally declined the insurance and stated that his
credit card covered him, then he signed the Terms & Agreement declining the insurance coverage
Ari followed Mr***’s instructions per his email dated 7/4/and made the changes requested. This transpired over a holiday weekend and when he spoke to Ari on July 6, he was upset because he had wanted to replace his wife’s cancellation for a different daughter (***) who wasn’t booked on the trip. Once Ari had this additional information from Mr***, she got to work on making the change. Ari contacted Royal Caribbean to make the change, but the ship was “red flagged” by the Coast Guard because it was overbooked, which meant Ari could not add his other daughter to the cruiseMr*** was upset by this and contacted Royal Caribbean himself. Mr*** made verbal threats to our staff and the Cruise Line
AAA feels there was nothing we could have done differently in this situationMr*** did not clearly communicate he wanted to add his other daughter to the booking by providing her name. Ari had no way of knowing he had another daughterMr*** declined travel insurance for his vacation, which would have covered his wife’s situation, which is why AAA recommends travel insurance to all of our travel clientsFor all the reasons stated above, the request for a refund is denied. Full transcripts of our communication with Mr*** are available to the Revdex.com if desired

As you can see from Mr***’s email to the travel agent below, he never indicated that he was referring to a different daughter or provided a name of the daughter he wanted added to the reservation
Hi Ari,
Could you change our cruise booking to remove *** from the inside cabin and replace her with my daughter so an adult is in the cabin
*** fell and broke her leg this morning in South Africa and she is in the hospital for surgeryShe won’t be released until the weekend and will stay in South Africa for a week or so before flying home
I am currently crossing the equator at 35,feet on my way home for the cruise
Thanks
***
Please advise if I have to do anything elseAlso cancell her transfer from Houston to the ship
There was no way that the travel agent could have known that he was referring to a different daughter other than the one already on the reservation; and the travel agent couldn’t have made the change without a name and date of birth for the new passenger regardlessAAA has no control over the Coast Guard’s decision to stop new additions to the ships passenger list
With the information provided, there was nothing more that AAA could have doneAAA considers this case closed

We have received the necessary information from the customer and have processed a refund for the amount of the original purchase of the AAA battery in California ($128.71)The refund should reach *** *** within to business days

Mr*** purchased a one-year AAA membership at the Premier level (miles of towing) on June 15, and requested emergency road service on June 16, During the online purchase process, Mr*** was shown (at least once if not twice depending on what route he took on our website) our
policy that all new memberships are subject to a five-day waiting period to use full benefits of the Plus and Premier level membershipsClassic level membership is available during the first five days, which is up to five miles of towingMr*** received this policy again on the letter he received via email to confirm his membership purchaseWe have listened to the call Mr*** made for service on June 16, the day after he signed upThe agent advised him of the limitations as he was within the five-day waiting periodThe Customer Service Representative promised to downgrade the membership to Classic at his requestThe refund process can take up to two weeks for a credit back to a credit cardWe have confirmed the downgrade and refund process have taken placeMr*** should see a $credit (the difference between the price of AAA Premier and AAA Classic) by Friday, June at the latest.Here is a screen shot of our sign up page:

After submitting our original response, we did find record of the battery sale, as Ms*** notedWe apologize for the confusionHowever, this does not alter our original determination that the damage to the vehicle is not consistent with towing a vehicle

Complaint: ***I am rejecting this response because:
AAA tries to put the blame on ME, by stating that they didn't receive my request until 8/However, AAA did NOT provide the APPLICATION for reimbursement in a timely manner!! It is ridiculous that I even needed such an applicationAAA should have called the towing company directly, and paid them directly!! THEY DID NOT MENTION THE FACT THAT THEY GAVE ME WRONG NUMBERS, and made ME DO THEIR JOB, by finding my own tow! AAA also completely ignored my request for the membership fee refund!!Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

AAA Washington has researched *** ***’s battery purchase historyWe have record of the purchase; but not the purchase, which may not have been purchased locallyWe have left a voice message for *** requesting a call back to our Automotive Services Manager with additional details
To date, we have not received a call backOnce purchase documentation is established the warranty process can proceed

Complaint: ***I am rejecting this response because: The travel agent should have known the results of the cancellation and advised me accordingly before cancellingThe travel agent knew I had other children as she had booked an additional cruises with my foster childrenI did carry out my threats as I did removed AAA from all my future cruise booked with themThe travel agent should have their own inurance for errors and omissions to cover what happened in this case.Sincerely,*** ***
year AAA member

“AAA Washington has offered resolution to Mr***’s claims. Mr*** has accepted payment from AAA Washington, and *** *** has credited his account for his additional hotel cost in Kona. This is a generous reimbursement toward the actual costs of his trip.”
Thank you,
Celeste M***

Complaint: ***I am rejecting this response because: the travel agent has booked other cruises with my other family menbers (two foster sons) and this vacation's cruisers (grandchildren) have differant parentsMy wife and I have had many face to face conversations
with this travel agent about our family both in her office and at the Everett cruise shows.Sincerely,*** ***