American Video

January 18, To Whom It May Concern, This letter is in response to [redacted] ***’s filed complaint against our AAA Car Care facility in Fairfax, Virginia[redacted] originally requested an estimate to replace the front and rear struts on his [redacted] He indicated that he had already received an estimate from the [redacted] dealership and wanted to try to get a less expensive price for the repairsMy assistant Robert G [redacted] and service advisor Deborah M [redacted] were working with [redacted] to try to find something that would fit his budgetThe estimate included the replacement of the struts and strut plates, both front and rearBeing sensitive to price, this was the most cost effective way to proceed with the strut replacement and [redacted] agreed to those repairs.The initial repairs took place on December 10, 2015.Once the repairs were complete, [redacted] notified us that he was hearing some noise from the rearWe asked him to bring the vehicle back in for us to inspectWe were able to identify some noise in the rear of the vehicle however found multiple items in the trunkAt that time we were unable to identify if the noise was due to items banging around in the trunk or if in fact the noise was coming from the rear struts [redacted] indicated that he would empty the items from the trunk once he was back to his officeDuring our inspection, we did also observe the strut bushings were wornThose were not replaced during the initial repairs [redacted] called back to say that even with the items removed from the trunk that he was still intermittently hearing the noise from the rear.At that time, I authorized the replacement of the strut bushings and did so for both the front and rear components at no charge as a courtesy to [redacted] for monies and time already spent at our facility[redacted] scheduled an appointment to have the bushings replaced and no one here as heard from him sinceHe has never called back to indicate there was still an issue if at allOur clear warranty policy is stated on the reverse side of the invoice and reads:“AAA Mid-Atlantic Car Care warrants all of our repairs for months or 12,miles, whichever comes first AAA Members receive a month or 24,mile warranty on repairs, whichever comes first Warranty repairs must be performed at an AAA Mid-Atlantic IncCar Care Center in the AAA Mid-Atlantic territorySee www.aaa.com/carcare for a current listing of warranty repair facilities AAA Mid-Atlantic will not refund or warranty any work if performed by other shops.”If a part was deemed defective and needed to be replaced, [redacted] should have contacted us again and brought it to us for replacement As stated above, [redacted] never indicated there was an issue after the second visit and replacement of the strut bushings.Jennifer O [redacted] Car Care Manager

[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: [redacted] I am rejecting this response because:My complaint with AAA is not the solicitation, but not agreeing to what the solicitation states The solicitation lists: Code: 52YR for full membership, but when one call regarding the solicitation, a salesman tries to sell you an upgrade and state, "there is no 'full' in our language, you may upgrade to..etc" Their salespersons began their sales pitch by stating, "This particular membership entitles you to towing only three (3) miles, etc I, might, in the future wish to obtain membership in AAA, but not through duplicitous advertisement I called three times regarding the advertisement, and all three persons stated something different regarding the advertisement Actually, one person agreed that it was advertisement When I called the office in Maryland or Delaware, I was told by the representative, "It is not cost-effective to allow membership at that code I told the representative that we had this membership for more than, I think, eleven years and only used it about 2-times, that is probably the reason we were solicited At the time we had this membership, we lived in Washington State [redacted]

June 3, 2015Dear [redacted] ***:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ***’s concernWe have reviewed the RV coverage purchased by [redacted] and have discussed said RV coverage with himThe manner in which [redacted] utilizes his trailer (transporting of electrical equipment) does not meet to criteria of the membershipOur membership states that a trailer is covered when it is being used to transport a qualifying recreation vehicle i.emotorcycle, ATV, Jet Ski.It was determined that the RV rider would not be beneficial to [redacted] ***AAA Mid-Atlantic has refunded the amount of the RV rider to [redacted] ***.Should you have any questions or need additional information, please contact me directly at ###-###-####, Ext***.Respectfully,Annette MMember Relations Coordinator

Dear [redacted] ***, Thank you for the opportunity to respond to *** [redacted] 's concernsAttached you will find our formal response regarding the incident Kind Regards, Tina P [redacted] Member Relations AAA

December 9, 2015We have received and reviewed [redacted] ‘s complaint referenced aboveIn response to [redacted] ’s complaint the battery was replaced as goodwill gesture for the following reasons:The battery was replaced as a Goodwill gesture and not under warranty because it did not meet Club Assist warranty guidelinesThe requirement is that the battery be properly maintained; this includes proper charging of the battery If the battery is in the vehicle and is in a parked position for extended periods of time, the vehicle will use the power in the battery even when the vehicle is not being drivenIn this circumstance, the battery is not maintaining its proper chargeDriving the vehicle for only short trips will shorten the life of the battery because it never gets to fully recharge Attached is a link that helps to explain the life of the battery and benefit of a battery tender( [redacted] / ) The Battery Tender is only a suggestion by AAA Mid Atlantic to help prevent the replacement battery from also dyingOn behalf of AAA Mid Atlantic we sincerely apologize any frustration she may have endured, as a result of her service request If you should have further questions or concerns please contact us at [redacted] , Ext***RespectfullyManager - Member RelationsAAA

June 23, Dear [redacted] ***:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ’s Concern regarding repairs performed at the AAA Columbia Car Care Insurance Travel Center.Upon reviewing the complaint, we were able to contact the Car Care Manager (Wes G***) for more informationMrG [redacted] had advised [redacted] ’s vehicle never left the facility and [redacted] did not like the discount amount offered to her initiallyShe registered a complaint first and did not advise us of her dissatisfactionShe was offered a larger discount of $instead of the $initially offeredShe stated she was satisfied and happy with that.AAA Mid-Atlantic appreciates the opportunity to further address [redacted] ’s concern and believes that the goodwill gesture will instill confidence with [redacted] that AAA Mid Atlantic appreciates her membership.Should you have any questions or need additional information, please me directly at [redacted] , Ext***.Respectfully,Alicia GManager - Member RelationsAAA Mid-Atlantic

[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: [redacted] I am rejecting this response because: AAA has completely ignored the fact that I spent $with [redacted] to repair/replace the lug nuts that the AAA agent who came to repair my tire neglected to put on the tire, almost causing me to have a severe accident The manager at [redacted] whose name I enclosed with the complaint stated that AAA should reimburse me for this expense that I would not have incurred had the AAA agent who came to repair my tire done the right thing in the first place to have failed to attach my tire to the car frame with the requisite lug nuts...not the lug nuts that he placed on the car....and made no mention to me of this problem at the time I want this publicized regarding how they failed me and I want nothing further to do with this company I will tell everyone I can how they screwed me over I will also use social media to broadcast this Other people since this have told me how they also had nasty experiences with AAA and no longer deal with them Now I understand Regards, [redacted]

February 28, 2017Dear *** [redacted] ***:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ***’s concerns regarding the tires he purchased from a AAA Car Care Insurance and Travel Center.The manager form the Car Care Center has advised us that the tires are perfectly sound, there is no defect in themThe change of temperature especially when it’s cold will cause a drop of pressure in the tire which will cause the TPMS light to come onThere is nothing they can do to have this issue ceaseIt is a very common occurrence during times of temperature changeIf [redacted] would like, he can come into any AAA service center where they can show him that there is no issues with the tires themselvesAlso, if [redacted] would like to take it to a dealership and the Car Care Insurance and Travel Center is found responsible for any issue with the tires they put on, they will gladly reimburse [redacted] for the issue.Again, thank you for bringing this matter to our attention and we regret any misunderstanding this may have caused [redacted] ***I believe the actions outlined above should resolve this matterShould you or [redacted] have any questions or need any additional information, please feel free to contact us directly at ###-###-#### Ext [redacted] .Sincerely,Tina P Member Relations Coordinator

[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 as Answered] Complaint: [redacted] I am rejecting this response because: AAA has not provided a good reason Regards, [redacted]

Dear [redacted] Thank you for the opportunity to respond to [redacted] concernsAttached you will find our formal response regarding the incident Kind Regards, Tina P [redacted] Member Relations AAA

[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]

[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 as Answered] Complaint: [redacted] I am rejecting this response because: it totally unfair that I had to endure the hardship of having to pay for the repairs of the car with the help of my son whose in college and needed this vehicle cause he has a rare skin cancerTo me, that money could of been utilized to help with transporting both of my sons out of state for collegeIn all fairness, the principle is I reported the incident in a timely fashion, within minutes of it happeningI did all the necessary information you needed to document incident and you did nothing to help or repair the problem that the tow driver had when placing the vehicle downI understand that accidents happenHowever instead of putting the customer first, you placed a third party first that you subcontractor first, I've been a customer over years and again mistakes happen, but to me this is inexcusable because it had affected my year old who works and is in college and dealing with a medical condition to have to deal with this and get up the money for repairs, when your company should have accepted responsibility of what they didLast but not least it took a week to resolve this issue and you put two calls to the tow truck company and by third attempt you got an decisionSo let's be honest if the tow truck driver felt he was not at fault then why did it take a week for it to get resolved and how does the tow truck driver take a week to respond back if he felt like he didn't do anything wrong? Is that how you conduct business? Regards, [redacted]

On Sunday February 12, 2017, [redacted] submitted an internet inquiry thru AAA.com, the same date that he filed the Complaint [ [redacted] ] with the Revdex.com We promptly responded to [redacted] on Monday February 13, The AAA location in Fulton relocate to Columbia, this was communicated to the Public, we were not aware that he had been trying to call our store for assistance Upon reviewing the file we are in agreement that the Title Clerk made a clerical error and transposed two digits in the declared mileage provided by [redacted] AAA has taken ownership of this mistake, we regret that mistakes occur and appreciate the opportunity to address the correction However during the review it was determined that there was an odometer discrepancy between the mileage written on the Assignment Section of the VA title dated 12/02/which was completed and signed by both [redacted] and the prior owner declaring the mileage of 203,– compared to the Maryland Safety Inspection dated 01/21/with the recorded mileage of 203, The Maryland Motor Vehicle Administration [MD MVA] had no issues correcting the apparent transposition error done by the Title Clerk, but advised more importantly, that the initial mileage discrepancy at the time of sale, had to be corrected This information was reported to [redacted] AAA requested and obtained additional documentation from [redacted] to support the correction of the initial mileage error and worked with the MD MVA on his behalf, at no charge to him Throughout this event, [redacted] was advised of the process and was provided with information to make knowledgeable decisionsThe mileage was corrected, to [redacted] ’s satisfaction and he received a corrected Maryland Title on Friday February 17,

Dear [redacted] ***, Thank you for the opportunity to respond to [redacted] concernsAt this time our Damage Assessor has made contact with [redacted] in regard to the concern filed with the Revdex.com under case # [redacted] As of February 26th an arrangement has been made to have the damages reviewed a second time under the Damage Appeal process with AAA Mid AtlanticThe Assessor advised on February 26th that an inspection of the vehicle will be conducted, on Monday 29th of FebruaryAt this time we are awaiting a response from the Damage Assessor as to the next course of action Kind Regards, Nadia M [redacted]

December 9, We have received and reviewed [redacted] ‘s complaint referenced above.The following was offered as a resolution, which [redacted] accepted: AAA as a goodwill gesture has offered to have the battery replaced A service call will be placed by the member at a time convenient to her This will allow for one of our battery technicians to install and test the replacement battery in her vehicle.AAA recommended the purchase of a battery tender The purpose of the battery tender is to keep the battery properly charged when the vehicle is not being driven regularly, which was the case with [redacted] battery at the time of the service request.The battery warranty program was reviewed with the member to assist her in understanding the difference between manufacture defect and the improper charging, which was the reason for the warranty denialOn behalf of AAA Mid Atlantic we sincerely apologize any frustration she may have endured, as a result of her service request If you should have further questions or concerns please contact us at [redacted] , Ext***Respectfully,Nadia MMember Relations CoordinatorAAA

July 14, 2015Dear [redacted] : Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ’s secondary concern regarding repairs performed at the AAA Columbia Car Care Insurance Travel (CCIT) Center [redacted] expressed her disappointment about her vehicle not starting when she arrived at the location to retrieve it, because she had been told some time earlier that she may be able to “move” her vehicle a short distance Clearly, [redacted] believed that she may be able to “drive” her vehicle a short distance to move it away from the CCIT premises In our follreview of her case, we contacted Wayne B***, who is the Service Advisor at our Columbia CCIT MrB [redacted] is quite familiar with [redacted] ’s repairs and concerns MrB [redacted] has advised us that : [redacted] ’s vehicle ( [redacted] ) sat without being touched for nearly a month after the agreed upon repairs had been completed a few days after her vehicle arrived [redacted] had also been informed of the discovery of the additional internal damage to the engine (blown head gasket) and that they could not have seen the damage beforehand without the car running After the first discounted price was initially agreed, by [redacted] and the service personnel, [redacted] said that she would be in within a day or two to pick up her car However, she did not Her vehicle was not moved from the bay for some time because they didn't want to run it too much in that condition, and were under the impression she would be in soonThe battery died just as a result of sitting The combination of the vehicle’s engine fault and a discharged battery (which typically occurs over time when a vehicle is not started and driven) contributed to her vehicle not being able to be started when she arrived.Should you have any questions or need additional information, please me directly at [redacted] , Ext***.Respectfully,Kind Regards, Alicia G***Manager - Member Relations AAA Mid Atlantic

March 16, Dear [redacted] ***: Thank you for notifying AAA of [redacted] consumer complaint with the Revdex.com and for this opportunity to respondIn February, we followed our procedure to notify the member that we would charge the credit card on file for the upcoming year of membership duesOn the renewal notice, prominently stated, is the wording “AAA Automatic Membership Renewal Confirmation.” At the bottom of the notice is the wording “To change or update membership call ###-###-####, visit our secure website at www.AAA.com, or visit one of our conveniently located retail stores.” In addition, this billing confirmation included the following language advising that the membership was going to be automatically charged on April 1, 2017:“Your payment card will be charged, and your AAA Membership will remain valid as long as your membership dues are current.” The renewal confirmation statement also includes a reference to AAA’s full Membership terms and conditions, which are available at AAA.com/membershipbenefits : Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membershipOnce adjusted, your Membership will remain in force until it expiresOverpayments will be applied to your next membership renewal, or be fully refunded on a request basisWhile we cannot accommodate [redacted] request for a refund, her membership has been set to a Do Not Renew status and will expire on 5/1/We understand that she does not want to receive any solicitations from AAATo help resolve this matter, we have instructed our Database Marketing department to eliminate [redacted] name and law mailbox address from our mailing list(The deletion process normally takes about 4-weeks.) This process should prohibit [redacted] from receiving any future solicitations from AAAThe member benefit guide is available online for review by current and potential membersThis guide is accessible by clicking on the link: http://midatlantic.aaa.com/AAA/Membership/BenefitsGuide) We look forward to providing [redacted] with the full array of member services for the balance of her membership yearAgain, we thank the Revdex.com for bringing this matter to our attentionShould you or [redacted] have questions or need additional information, please feel free to contact ###-###-#### Ext [redacted] Sincerely, Tina P [redacted] Member Relations AAA

Good Afternoon,Due to auditing purposes we are not able to adjust the reimbursement processWe apologize for any inconvenience this may causeIf you have any questions regarding your reimbursement please call ###-###-#### Ext [redacted] Sincerely,Tina P [redacted] Member Relations Coordinator

Dear [redacted] ***, Thank you for the opportunity to respond to [redacted] ***'s concernsAttached you will find our formal response regarding the incidentKind Regards, Tina P [redacted] Member Relations AAADear [redacted] ***,Thank you for notifying AAA of [redacted] ***'s consumer complaint, regarding our billing practices, with the Revdex.com.In order to help our members avoid a lapse in coverage, AAA created a renewal timelineThis timeline guides us in sending reminder letters to our members to inform them that their membership is coming up on its expirationThe first notice is sent out days before the member's expiration dateThe member can choose to pay at this time or pay closer to their expiration dateThe second notice is sent days prior to the expiration dateAgain, it is up to the member whether they want to pay now or wait.The intent of these reminder letters is meant to be helpful; not offensive in any wayWhen payments are not received in a timely manner, services and discounts can be compromisedTo avoid this situation from occurring, we provide the reminder letters to our members.After reviewing [redacted] ***'s membership, in we mailed our first renewal reminder on February 1, and received his check payment on February 25, The second renewal reminder was sent to our billing file on February 23, with a mail date of March 1, We were able to verify that [redacted] ***'s membership payment and the second renewal notice simply crossed with our deployment of renewal statements.We apologize if the spirit of the timeline caused [redacted] any frustrationAgain, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attentionShould there be any further questions in this matter, please feel free to contact me at [redacted] .incerely,Candace W [redacted] ?????? AAA Member ExperienceAutomotive Services o Financial Services o insurance Services o Travel Services

December 9, 2015We have received and reviewed [redacted] ’s complaint submitted to your department on 11/29/ Your complaint assignment has been referred to me for response.The following is being offered as a resolution: $refund for Tire plug (Tire Plugging is not a covered service under the terms of the membership – See Member Guide That service would be a private agreement between the member, [redacted] , and the private contractor, District Towing, dispatched to the scene.The member requested a refund of the $paid for the membership We ask that you please refer to the Member Guide of [redacted] ’s membership [redacted] is not eligible for a refund of her dues However her Membership can and will be marked for “Do not Renew” status and will expire at the end of her renewal date listed as 12/1/ Our Member Administrations Depthas sent additional information to [redacted] regarding this matter as well[redacted] expressed concerns regarding her interactions with various AAA employeesWe assure you that these interactions are being addressed internallyOn behalf of AAA Mid Atlantic we sincerely apologize any frustration she may have endured, as a result of her service request If you should have further questions or concerns please contact us at ###-###-####, Ext***Respectfully Timm C.Member Relations Supervisor