American Automobile Association of WI

Review: I was given a survey for the recent service I had at [redacted], so I filled it out. I was not satisfied with the repairs and tried to state that but when I finished and sent it there was an internal error and would not allow it to process.

So I thought I'd try it if I said good things about said business and it let it process. So this is how they get a good rating? Brush away the ones that have a bad review?Desired Settlement: I want my good review removed and for them to fix the survey setup so I can give a proper review.

Business

Response:

Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys. [redacted] is working to contact Mr. [redacted] direclty. Please don't hesitate to let me know what additional information you may need from me. Thank you, From: [redacted] Sent: Tuesday, September 01, 2015 6:59 PMTo: [redacted]Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint #[redacted]. Hi [redacted], In [redacted]'s complaint he says he gave the shop a bad reviewand the web site crashed when he pressed the submit button. He furtherstated this was a ploy to only get good reviews. I just took the survey and gave them the lowest score forevery question. The program did not crash. Below is a screen shotof the survey with all negative responses. The second screen shot is thepage following the submit button. The link for the survey is: www.ESatsurv.com/?e7pA1hkcCpA2 I have left a voice mail for [redacted] and I'll send him an emailwith the link and my phone number. Thanks,[redacted]

Review: Back in January my husband ended up going into a ditch due to road conditions, he called Triple A to be pulled out of the ditch.. When my husband called Triple A they said they would call him back with a reference number in which they did, then proceeded to tell him they had located someone and a time was given to him as to what time the tow truck would be there.. My husband waited and waited the time that he was given came ands net and no tow truck.. He then called Triple A back and found out that he was lied to, Triple A had not located anyone an fen proceeded to tell him that our area doesn't have good coverage with Triple A.. That is something that we should have been told upfront when we joined Triple A and wasn't.. My husband sat in a ditch along side the road for almost 6 hours waiting.. I called and spoke with a lady named [redacted], and after me being not so polite and telling them what crappy customer service they had, she was able to find someone to pull my husband out of the ditch.. I proceeded to let [redacted] know that I would be letting everyone I know not to join Triple A because of the crappy customer service and crappy coverage in our area.. I then asked [redacted] what she could do to make things a little better and she offered to put me on the membership for free, really I'm already on the membership and felt that something more could be done, she asked what I wanted and I said at least 1 year membership free.. She agreed, however here it is February and we just got a renewal notice saying that we needed to pay the membership or we would be dropped.. Wow, how is that for customer service after my husband spent 6 hours in a car in the cold winter temps, lost a days pay from work and this is the thanks we get from Triple A!!! I would expect more from a company than what Triple A does.. Very poor costumer service!!Desired Settlement: For [redacted] to honor her word and give us a years membership free as she stated!!

Business

Response:

February 27, 2015

Review: aprox april 1st I called to upgrade my AAA card; I gave agent all my CC info, any all other information to process my request. After we were done I asked for road service and was informed by the agent I would have wait 3 days before I could use the extra mile service. I asked for agent to speak to supervisor to see if we could use that day. He came back on phone and explained he was sorry and no that we would have to wait the three days; after which I hung up the phone. I waited 4- days before calling to use service. I received a bill for 37.98 cents. I was and am not happy. What if my wife needed emergency help only to find out that we did not have the upgrade we thought we had..it does not make sense. I called to asked to talk to supervisor--after three call and three different conversations there story changed each time.. I was put on hold for way to long, disconnected and finally the last agent/supervisor I talked with told me "I talked to someone and canceled the upgrade", I come to Revdex.com because AAA does not provide online complaints; at least none that I could find, or any of the the agents I talked to on the phone. AAA contends that Yes I provide all needed info along with all CC information to upgrade; that part was done. AAA assumes that when I hung up that I did not want the up grade. Their assumation is and was inncorrct. I am very up set taht myself and family where covered with the protection we needed. I explained thta I have road protection through my insurance; I deal with AAA because I have always trusted in them. As an e AAA employee I beleive in the AAA business integrety .

.Desired Settlement: I would like the service We paid for....

Business

Response:

Good afternoon,Thank you for contacting AAA. I apologize the misunderstanding regarding the Plus RV upgrade. I have reviewed the interaction between MR…. and our Emergency Roadside Assistance CSR. In the recorded call the member was advised of the 72 hour waiting period prior to providing the CSR with his credit card information. The member continued with the upgrade process by providing the CSR with his credit card number before the payment process could be completed the member asked the CSR to call and ask a supervisor if the 72 hour wait could be waived. The CSR did check with a member of the leadership team about waiving the 72 hour waiting period and was advised that it would not be waived. The CSR advised the member that the he was unable to waive the 72 hour wait. The member became upset and disconnected the telephone call before the payment transaction was completed, resulting in the membership not being upgraded due to not having consent from the member to process the payment.If I can be of further assistance please feel free to let me know!Thank you for choosing AAA!Have a great day,[redacted]

Consumer

Response:

Review: On February 17, 2014 my wife and I were heading home when our vehicle blew an engine oil cooler hose. Our location was 22nd road about 100 ft. from state hwy 141 intersection. About 4 miles south of Crivitz WI. It was 6:13p.m. when my wife made the call to AAA for a tow. It was fairly cold out, so while she was on hold I made arrangements to get her a ride home. Our house was only about 16 miles away. At the same time her ride showed up a rep. from AAA finally answered our call. She took my info and asked where I'd like the vehicle towed to. I instructed the vehicle be towed to my garage, and gave the address. The rep then asked to put me on hold while she dispatched a tow truck. At this point my wife left with her ride while I stayed with the vehicle under the assumption a tow truck would soon be on its way. When the AAA rep came back on the phone she said she had got me a tow through Frank Porth Chevrolet, but they would only tow me back to their shop in Crivitz. I expressed that this wasn't going to work. As I needed to go home which was southward to Lena, WI. NOT back north to a closed dealership in Crivitz. I was told that she would make some more calls & then call me back. When she called back I was offered a squad car to be dispatched to my location. The dispatcher also started to make excuses about the weather, in which by now the storm had already moved out of the area according to my radar, and even the back road in which I was stranded on was barely snow covered. I expressed to her that I needed a tow home, not a squad car and to call me back when one was arranged. " I felt the vehicle was in a safe location off the busy highway. " The AAA rep assured me she was personally working to find me a tow home and would again call me back. A short while later a tow truck pulls up behind my vehicle. Thought this was a good thing. Until I found out from the tow truck operator, who was from [redacted] Chevrolet, that supposedly AAA had called the sheriffs department, who in turn dispatched him to tow my vehicle back to their dealership in Crivitz. " This was the last thing I was expecting to hear" Never seen or talked to a sheriff... Sounded a little suspicious... Just after being blind sided with the new chain of events my phone rings. It's AAA with a different rep on the other end. I asked the rep point blank, "did you get me a tow back home, yes or no." She responded No. I then said I needed a confirmation number.{ for the tow operator standing in front of me} At this point the rep asked to talk to the tow truck operator so I handed him my phone. When they were done exchanging information and the tow operator handed my phone back, the AAA rep. wanted me to start from the beginning and explain what had happened. She could not understand why I was not satisfied. At this point I asked to end the call. The reason I did this was because at this point in the night it was getting late and my vehicle was getting towed the opposite way I needed to go. I started making phone calls on my own and had the vehicle hauled from Frank Porth in Crivitz back to my garage in Lena on my own account.

My wife and I paid the extra money for the PLUS RV UPGRADE which boasts towing to the destination of your choice within 100 miles... I couldn't get towed the short distance of 16 miles. Not to mention even after being towed the opposite direction in which I needed to go I was still left out in the cold....Desired Settlement: We feel our AAA dues should be refunded, plus the cost of having my vehicle hauled back home,

AAA membership= $130

Haul Vehicle= $100

Business

Response:

We apologize, that the letter sent originally was incorrect. Please accept the following as the correct response.

February 24, 2014

AAA roadside assistance has been the greatest. I have been a member with them since 1993 and I don't know how many times they have changed what would have been a disaster into a minor inconvenience.

Review: After years of paying for a premier r v policy which I was assured covered my boat trailer for roadside assistance I found I had no coverage when I needed it after I asked multiple times if it was covered

I would like a refund if my years that I paid for a policy which never covered my needs. I was left without coverage over 100 miles from my home after I relied on the truthfulness of the sales person on the phoneDesired Settlement: Refund of the difference over the years I had premier r v policy over the Basic policy I never would have paid for this policy if I would have known the truth

Business

Response:

Dear [redacted] Jr., Thank you for contacting Member Relations. Per our telephone conversation on 06/21/16 you will receive a refund of $103.00 which will downgrade your membership to the Classic coverage. You will receive a refund to your credit card in 10-14 business days. Your membership handbook as well as new AAA membership cards have been requested for you and your associate and will arrive in the next 7-10 business days. Thank you for being a valued AAA member since 2003. If you have any additional questions, please contact our Member Service Center at ###-###-####.

Consumer

Response:

Review: A is trying to collect full term premiums on a policy that was cancelled midterm. They have sent me to collections and repeatedly ignored my requests for explanation of this bill. Here is an outline of the activity on this policy with regard to the premiums.

$1235.62 – 11/23/14 new business premium. Policy term 11/23/14 – 5/23/15

$-738.75 – 12/8/14 Removal of vehicle from policy

$10 – service fees

506.87 – Total premium owed for 6 month policy 11/23/14-5/23/15

$-313.92 – total amount paid by me on this policy.

$192.95 – total due for full 6 month term IF policy was in force until 5/23/15

The policy was cancelled by AAA on 2/8/15 which means I was only insured by AAA from 11/23/14 – 2/8/15. Therefore, AAA can only charge premium to me for that time period. AAA has continually sent bills to me for payment on the full term premium and now has sent me to collections. The current amount shown due by AAA of $192.95 would be the amount due if I had continued coverage with AAA until 5/23/15, but I did not. Therefore, it is unlawful to bill me for coverage that I did not have.

Here is what I calculate to be accurate billing for this policy:

I was insured for 16 days at the $1235.62 new business premium. Using a per day cost I should have paid $109.83 in premium until 12/8/14. On 12/8/14 my premium dropped to $506.87. I was insured for 63 days at this rate. Again using the per day cost I should have paid an additional $177.66 in premium for his coverage from 12/8/14-2/8/15.

$109.83 – premium owed 11/23/14-12/8/14

$177.66- premium owed 12/8/14-2/8/15

$10 – service fees

$297.49 = Total amount of premium that should have been collected by AAA for the time they insured me.

$-313.92 – paid by me

$-16.43 – credit back to me.

I have sent this breakdown to both the local and main corporate office. The last person I spoke with in the corporate office stated they would request an audit of the account and I should hear back with the results in about 3-5 business days. I never heard back from the company and have since received another collection bill. I sent an email to the individual in the corporate office that I dealt with stating that I had not heard back and if I do not I will file a complaint - I never heard anything. I have repeatedly tried to resolve this issue with AAA and they have been uncooperative and unresponsive.Desired Settlement: Correct the billing discrepancy and fix my credit which they have damaged due to not responding to my repeated inquiries.

Business

Response:

We have received this same complaint simultaneously from the OCI. We will be working off their required response which date is 8/17/15. At that time, or sooner if possible, we will be happy to also provide you with a copy of our response. Thank you.

Review: On January 6, 2014 at 5pm my daughter and I went out to my car to leave Mayo Clinic Health System in Eau Claire, WI. When my daughter went to start the car it wouldn't start. It was -25 degrees or more with wind chills near -50 degrees. After trying to jump start the car for 10-15 minutes I decided I should call AAA as I'm a member. When I called there was a recording that said if I was stranded on the road in the cold to please press 1 and wait for assistance, if it wasn't an emergency to please hang up and call back later as AAA was experiencing high call volumes. I am upset as I pay for 24/7 assistance and it wasn't being provided to me as it was extremely cold for me and my daughter. We then walked from the car to the side door of the hospital and found it to be locked. To get to the other side of the hospital outside is about a half mile walk which was to far in the cold as we had already been outside for 30 minutes or more. At this point I decided to call AAA back and let them know we needed help since we were now stranded outside in extremely dangerous conditions. I pressed option 1 when I AAA back and got a busy signal. I figured it was a mistake so I called back and again pressed option 1 and got a busy signal. I was furious as we pay for 24/7 assistance and AAA was not answering their phones or responding to my calls. We made the half-mile walk around the outside of the hospital and got back inside after almost freezing to death. I then again tried to call a different AAA phone number I found in the phone book and got the same busy signal.

On January 7, 2014 at 8am I called AAA and was on hold for 1 hour before I was able to speak with customer service representative. I voiced my concerns and how upset I was with their lack of service when I really needed it the night before. The lady was less than helpful and seemed to not really care. She told me she was going to put me on hold and talk to her supervisor. After about 2-3 minutes of being on hold I heard a click and someone hang up the phone on me. I was furious and called back and waited on hold for 30 minutes and again voiced my concerns and what I just experienced with the last customer service representative. The guy that helped me this time took all my information and said he would have a tow truck right now to help me with the car. He put me on hold for a few minutes and came back on the phone and told me a tow truck would meet me at the car at 10:45-11:15am. He apologized for the poor service. I showed at the car at 10:30 and waited for the tow truck, at 11:30 I decided to call AAA back and ask where the tow truck was. The representative that helped me this time told me I should have got a call telling me the tow truck wouldn't be there now until noon or 1pm. I was so upset at that point I told the representative to cancel the tow truck and I would call someone else to come help me and I hung up.Desired Settlement: I feel that AAA failed to provide the 24/7 assistance that they advertise and pride themselves on. I pay my annual fee for AAA service and they are supposed to provide me support and service 24/7 and that failed to hold up their end of our agreement so I think I should receive a refund for the annual fee/credit and a personal apology from the company for putting me in danger. The service from AAA was non-existent and the customer service was horrible to say the least. If something is not done to fix this issue I will be cancelling my service and letting everyone I know about my experience.

Business

Response:

We have received your complaint regarding a request for emergency road service on January 6 &

7, 2014.

We have reviewed the information from your calls and sincerely apologize for the delay in

reaching the call center that day. We did experience extremely high hold times for members

calling to report Emergency Road Service incidents due to the weather event you described in

your letter.

We would like to advise you that if/when you need our assistance in the future; you can utilize the

AA.com website or the AAA application to set up a road service request.

We would like to apologize for the frustration and anxiety you experienced. Therefore in the in

the interest of good customer service, we would like to refund you the $65 that you listed in your

complaint. Your membership will still remain active until the expiration date of 6/15/14. In an

effort to give you the option to use our service again until you

If you have any questions, or if I can be of further assistance, please do not hesitate to call me.

Sincerely,

[redacted], Manager

ERS Call Center

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The following was sent to AAA Wisconsin via their online email form this morning, Friday, December 20, 2013 at 6:30 AM. It was also sent via email form to Wisconsin Attorney General, AG [redacted].

This complaint is also being filed with Wisconsin Attorney General, AG [redacted].

This is being reported with the Revdex.com.

Membership Number: [redacted]

Membership Number: [redacted]

At least two years ago we cancelled our membership. We recently discovered that we were charged $83 for annual membership: 09/21/2013 AAA MBRSHIP DUES [redacted]

What kind of deceit does AAA practice that you continually charge us when we are no longer members? It is arrogance on your part that you require us to call you every year to cancel the charges?

This must stop now. It's bad enough we continue to receive all your junk mail, but to charge former members is inexcusable.

Remove this charge immediately and remove us from all of your databases now and forever.Desired Settlement: We don't have exact dates but at least once in the past couple of years we have had to call them to reverse unauthorized membership dues. This was after we cancelled our membership with AAA Wisconsin.

We don't travel. We have never used their services. We thought we were going to take a road trip a few years ago but didn't. We cancelled our membership but they keep charging us. We want them to refund us immediately and stop any and all contact with us.

Business

Response:

Good Day. Thank you for the opportunity to review and respond to Ms. [redacted]’s complaint. In researching this issue one of our Resolution Specialists found that the memberships were established online using a promotion code that offers $5.00 off if the member saves their credit card for automatic renewal. This is how we obtained the authorization to charge the [redacted]’s card. Unfortunately, our Resolution Specialist could not find any history of the [redacted]’s contacting us to cancel the memberships. However it was found that we issued and mailed notices every year advising the [redacted]’s that we were going to charge the card. The notices also provided the time frame in which it the charge would occur.

Review: AAA failed to send a tow driver and asked my wife & kids to sit in the car an wait for the truck to show up. They never came and after 4 phone calls, they admitted they failed to reassign because the drive declined. left my wife and kids in potential danger when we needed them most.Desired Settlement: I asked to be cancel and reimbursed because of their errors, and they wont. Been a long-time 20+ year customer.

Business

Response:

Ms. [redacted]

I appreciate you taking the time to report this incident to us (Case #[redacted]: [redacted])I was able to reach Mr. [redacted] today and resolve the matter to his satisfaction, providing him with an apology, gift cards, an entitlement credit, and a complimentary membership good through 2017. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please contact me.Sincerely,

Consumer

Response:

[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.]

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,