American Video

[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]

Dear Ms. [redacted],  Thank you for the opportunity to respond to Mr. [redacted] concerns. Attached you will find our formal response regarding the incident.   Kind RegardsNadia M[redacted]We have forwarded this concern to our
Car Care Center Directors office. The issue was reviewed and...

the
reply is as follows:Ms. [redacted] was at our Columbia CCIT
location on 1/26 with a flat tire.  The tire that was needed was
a large 20”+ size that we didn’t have in stock and the tires were
brand new.  We found out that those tires only come from Pep
Boys, so we helped the customer get warranty coverage from Pep Boys,
and then installed their spare at no cost to member.  We told
them there was a problem getting the spare down and back up and it
was documented on their repair order.  The spare tire hoist
stopped while winding down and then wouldn’t retract we were able
to get it up enough so that it wasn’t just hanging underneath.The [redacted] came in demanding we pay for
the replacement of their spare tire carrier for around $200.  We
explained that although the part failed while we were working on it,
there was nothing we could have done incorrect in simply lowering the
spare tire.  We told them we wouldn’t take responsibility for
this since we documented what we saw and couldn’t find any
wrongdoing on the technician’s part. Therefore, we are not able to
assist with this claim.Our goal is provide everyone with a
Totally Satisfied experience and we are truly sorry that this was not
Ms. [redacted] perception. Car repairs, especially unexpected ones, are
generally costly and inconvenient and we empathize with this
experience, and work to instill confidence with our customers. Again,
we are deeply sorry for Mr. [redacted] less than satisfactory experience.Thank you for the opportunity to review
and respond. Regards, Dana
T[redacted]Dana T[redacted]Member Relations Coordinator

Good Afternoon [redacted], AAA Mid-Atlantic allows 24-48 hours to collect a drivers statement. We may have to make several attempts to gather this information from the driver for several reasons. One, being that the drivers work different shifts, and another being that they could be driving and unable to speak on the phone. We need both sides of the story (the members and the drivers) in order to resolve the damage claim and fully investigate. AAA is here to attempt to mediate damage claims as a good will gesture between our members and the independent contactors. If we are unable to determine liability then the members must seek action against the independent contractor directly, or go through their insurance.We sincerely apologize for any inconvenience this may have caused [redacted] or her family. Based on the information we were provided we are unable to determine liability. Please see our liability clause below:AAA LiabilityWe have contracted with independent service facilities to provide Roadside Assistance. AAAshall not be liable for any damage, injury or loss occasioned by or resulting from rendering,attempted rendering, or failure to provide any Roadside Assistance or towing service or failure thereof by an independent service facility. Independent service facilities are not agents of AAA, nor is AAA an agent for them. They are solely responsible for their actions.  Any arrangements you make for subsequent nonemergency repairs are between you and the service facility. Please feel free to visit our website 24/7 to see the liability clause included in our PDF copy of the Member Benefits.  Sincerely, Tina P[redacted] Member Relations Coordinator.

Good Afternoon [redacted],   This complaint for [redacted] (complaint #[redacted]) is a Membership concern and would need to be sent to our membership department for handling. Their e-mail is [redacted]@aaamidatlantic.com.   Sincerely,   Tina P[redacted]

[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],In further review of [redacted]'s concern, we apologize that the email that she is referring to was not answered directly.. Her complaint was received through the Revdex.com simultaneously and therefore a response was drafted directly to the Revdex.com only as to not duplicate efforts and respond in the same manner via email.  Please accept the response given through the Revdex.com as response to the email. Kind Regards,Alicia G[redacted]Manager - Member Relations AAA

Dear Ms. [redacted],   Thank you for the opportunity to respond to Ms. [redacted]' concerns. Attached you will find our formal response regarding the incident.   Kind Regards, Tina P[redacted] Member Relations AAAThank you for providing AAA Mid-Atlantic the opportunity to review and respond to...

Ms. [redacted]’ concerns regarding the recent experience with an independent contractor. We sincerely apologize for any frustration this matter may have caused Ms. [redacted]. Ms. [redacted] is a member of club [redacted], AAA [redacted] County. The issue she is referring to took place in club [redacted], AAA [redacted] County. Please send this case/issue to AAA [redacted] County so that the member’s home club can address her concerns. Again, thank you for bringing this matter to our attention and we regret any frustration this may have caused Ms. [redacted]. Sincerely, Tina P[redacted] Tina P[redacted] Member Relations Coordinator ###-###-#### Ext. [redacted]

July 31, 2015Dear [redacted];Thank you for notifying AAA Mid-Atlantic of [redacted]’s ongoing complaint with the Revdex.com and for this opportunity to respond. Although [redacted] is concerned with the information provided by our representatives, we will need specific details such as the telephone number she dialed and the dates of her previous conversations to further investigate her complaint.As previously stated AAA created different levels of membership to fit our members’ preferences and lifestyles. The 52YR offer [redacted] received is for our Basic Membership which provides access to a full range of 24/7 Roadside Assistance, travel, entertainment and financial services as well as insurance products and discounts. Our Plus and Premier membership builds on the Basic Membership benefits with extras like extended towing service, free gas, additional lock-out service coverage and greater reimbursements for road service and auto accident expense and more. In no way is this 52YR offer false advertisement, as mentioned on the offer “certain restrictions apply.”Again, we instructed our Database Marketing department to eliminate [redacted]’s name and law mailbox address from our mailing list. This process should prohibit [redacted] from receiving any future solicitations from AAA Mid-Atlantic.Again, I thank the Revdex.com of Delaware for bringing this matter to our attention and regret any frustration this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need additional information, please feel free to contact me directly at ###-###-####.Sincerely,Eric SManager, Membership AdministrationAAA MidAtlantic.

July 8, 2015Dear [redacted]:We are in receipt of the Revdex.com letter dated June28th 2015.[redacted], I apologize for the delay in responding, the complaint in question is for a claim that was adjusted in our Claims Service Department and both the supervisor for the Claims Adjuster and the supervisor for our...

Property Damage Appraiser are out of the office this week. As such I was asked to review the Insured’s complaint and our claim file and provide a response.Per your request we have reviewed the details of the complainant correspondence.The Insured has a Personal Auto Insurance policy (policy # [redacted]) with [redacted] Insurance Group (AAA Mid-Atlantic Ins Co) on the date of incident, which provided collision coverage for a 2009 [redacted].The Insured reported on May 6th 2015 that while driving on the Florida Turnpike in Pembroke Pines, FL. a tire blew out causing damage to the wheel rim. We had a licensed vehicle damage appraiser inspect the vehicle on behalf of the Insured on May 12th 2015.The appraiser reported accident related damage to the left front wheel, bending and cracking the rim and cutting the tire. Please note that the tire, sensor and rim were already replaced before this inspection and unrelated damage to for the left front bumper was noted during the vehicle inspection. The total accident related damages were $1,472.94. The Insured had a $1,000 collision deductible which was applied and a check in the amount of $472.94 was issued to the Insured.In reference to the mud flaps mentioned in the Insured complaint, please note the following. Our claim file does not indicate any notice by the Insured of damage or need to replace the mud flaps as related to this incident when the incident was reported or after the incident was reported. Our appraiser also did not indicate anything related to the mud flaps during the vehicle inspection.In reference to the tire sensors mentioned in the complaint, please be advised that this was previously addressed by our Physical Damage Supervisor (I have include a copy of his email to our Insured for your review.Also, as I am sure you understand the other items the Insured is requesting we address are outside the scope of the Personal Auto Insurance policy.Cordially,Anthony R.Claims Service SupervisorAAA Mid-Atlantic

G[redacted], Alicia11:41 AM (1 hour ago)to me, [redacted] Good Day [redacted] – I wanted to let you know that we are working directly with [redacted] in regards to her damage complaint with us. We are on track , but will not make the initial 10 day deadline to post a formal response. [redacted]...

is aware that we are handling her complaint with us and through the Revdex.com. Could you please notate this case. once we have a formal response I can either post it or send it to you if you think we should “close” the Revdex.com end currently. Thanks,Alicia Description: Description: AAA Mid-AtlanticAlicia G[redacted]Manager – 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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Tina,This resolution is unacceptable for the same reasons that I have stated repeatedly over and over again. We did not choose the tower, and we would have no way of knowing that AAA would choose a company that would damage a brand new vehicle. If we did, we would have [redacted] it from our smartphones and called around ourselves, but we pay your company to provide a service. We do not pay the tower, we pay YOU. We reached out to your company at an agent's urging, then the tower (who was non-responsive). If we cannot reach the tower while your company can as you repeatedly try to weasel out of responsibility, that's rather telling about both the reputability of the towers that AAA uses and AAA themselves.This will not be resolved until AAA holds the tower liable for the damages or until AAA makes us whole.Regards,[redacted]

August 1, 2017 Dear [redacted]:Thank you for notifying AAA that [redacted] filed a consumer complaint with the Revdex.com. AAA makes every attempt to make the membership product the best it can be for all members. Our policy dictates that Members who request or use an...

excessive amount of road service are subject to downgrade of membership to the Classic level. Excessive is defined as more than that used by the average member over a sustained period of time. [redacted]'s membership fit this criterion, and was thus adjusted to a Classic account.Included with [redacted]'s renewal statement was an important notice advising that his membership was being downgraded to Classic coverage, along with Classic membership cards, and an explanation of how this policy has applied to him. The renewal statement also includes a reference to AAA's renewal refund policy:Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membership. Once adjusted, your Membership will remain in force until it expires. Overpayments will be applied to your next membership renewal, or be fully refunded upon request. [redacted]'s membership was previously paid via our Installment Payment Plan, which is a perpetual renewal plan that allows the membership dues to be split into multiple payments, charged to the payment card on file. When the membership came up for renewal on 7/1/17 the initial payment of $39.39 was automatically charged to the card on file. [redacted] paid the remaining balance of $78.78 on 7/19/17 paying the Classic membership in full. Due to the confusion regarding the renewal of the membership, we have honored [redacted]'s request to cancel his membership and have issued a full refund of each charge to the credit card charged. Should [redacted] change his mind and decide to renew his membership, AAA is still here to provide [redacted] peace of mind while on the road. Classic coverage provides towing back to the responding AAA facility or destination of choice up to 5 miles, additional mileage will be provided at a member discounted rate. Classic members are also eligible to receive many other AAA benefits, which are outlined in more detail on the enclosure. The membership will be reviewed in 2 years to determine if it is eligible for anAutomotive Services o Financial Services e Insurance Services o Travel Servicesupgrade. Information regarding this policy can be found in our online Member Guide AAA.com/Benefits and AAA.com/[redacted] Thank you for notifying AAA of [redacted]'s consumer complaint, with the Revdex.com. Should you or [redacted] have questions or need additional information, please feel free to contact me directly at ###-###-####. Sincerely, Candace W[redacted] AAA Member Experience

Ms. [redacted], We appreciate the opportunity to respond to Ms. [redacted]'s concerns regarding her repairs. The Car Care Director and Manager spoke with directly Ms. [redacted], discussed the events and history of her repairs and how the Car Care center came to the diagnosis. Once this was...

discussed, the following resolution was agreed upon:     If Ms. [redacted] is able to provide the repair order from a repair facility stating the repairs that they completed and corroborating that in fact the fan motor was an incorrect diagnosis (as she is stating) , a refund check will be submitted for $1424.83. That amount   covers the amount spent on the cooling system. Ms. [redacted] agreed to email or fax the manager, Jennifer O'[redacted] or the Manager of Fairfax Car Cre as soon as the other shop completes repairs.   Thank you for your time.  Alicia G[redacted] Manager- Member RelationsAAA Mid-Atlantic

March 23, 2016Dear [redacted]:Thank you for the opportunity to research the Revdex.com complaint filed by [redacted].The following information has been provided by the Car Care Travel Insurance center of AAA Mid-Atlantic.To Whom It May Concern, March 22, 2016This letter is a follow up in response to [redacted]’s filed complaint against our AAA Car Care facility in Fairfax, Virginia. The repairs performed to [redacted]'s vehicle are far from substandard as he states. We use quality parts and stand behind our repairs with our warranty, which for [redacted] and his AAA membership level, provides him coverage for 2 years/24,000 miles. [redacted] signed a copy of the repair order authorizing the replacement of the struts which only included the replacement of the strut itself. As stated previously, the complete assembly was not originally priced out in an effort to save [redacted] money for the repairs. Parts that were installed on [redacted]'s vehicle are in no way unsafe. We do our best to accommodate all of our member's needs during the repairs to their vehicle. [redacted] was offered a ride and I believe even an option for a rental vehicle as the process was scheduled to be lengthy. He declined. We cannot be held liable for the loss of work based on the member's decision to wait for what was known to be a full day of repairs. As far as the follow up visit, we also did our best to accommodate his schedule by informing him exactly when all of the parts had arrived to make the wait for installation quicker. Offering multiple days and even weekend appointments. Emails between [redacted] and my service Advisor Ms. M[redacted] are evident of that accommodation. After the final installation (strut bushings), [redacted] made no further contact with anyone here at our facility indicating there was still a problem as he states. It was only after he decided to have the struts replaced yet again at another facility and request reimbursement for those repairs did we hear from him via a complaint to the Revdex.com.Jennifer O.Car Care Manager

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: The business continues to lie about the vehicle. Yes, the vehicle was not running when it was brought in. However, I explained to the representative doing the intake of the vehicle that I was aware it wasnt running and I wanted to get a diagnostic test done so that I knew what all needed to be done on the car. When the representative called me back to inform me of what was wrong with the car she never stated that the car may need other work. I asked her if the $620 would fix the car and she said yes. She never said that it may need other work. I was hesitate to pay $620 but she assured me that was all the car needed. When the car was towed right back another representative tried to charge me for another diagnostic. I told the gentleman that was unfair because I just paid to have one done and why didn't it see all these problems. I was spectacle that it wasnt done so he informed me to call the next morning for the manager. When I spoke to the manager he said they informed me that the car may need other work. I told him that his representative did not tell me that because if she had I would have never paid $620 for my vehicle that I may have to put more money into. The manager said he would not charge me for another diagnostic test. The manager said they told me that the car may have other problems. I explained to him that that was not what his female representative said. She said the $620 would fix the car. Had she been honest and said the car may need further work I would have said no thank you and would have paid just the $60 diagnostic test like I originally requested. I new the car was older but she lied and said the $620 would fix it and like I told the manager she never said the car may have other problems which is what he thought she said to me when she gave me the price. They took my $620 knowing that the car would not run and I would have to bring it back to them for more maintenance so they could make $620 that day and more money when I had to bring it back to them.
Regards,
[redacted]

[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.  I sincerely hope that in the event that I might again need emergency road service for my automobile that AAA will indeed respond and that I won't have to do repairs myself.
Regards,
[redacted]

[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: the response is inaccurate. While I was pleased to speak with Ms. Roberts and appreciate her assistance and while I acknowledge that a representative from AAA (vice their vendor, who installed the device on their behalf) spoke with me and assured me of reimbursement, that was several weeks ago and have not received either the reimbursement or the promised package with which to return the device. I would also add that I received neither an instruction manual nor "multiple attempts" to contact me to recover the device. And given the well-documented malfunctions that this device is expressly known to produce, I wish they would have taken such steps to avoid what could have been a life threatening situation.
Regards,
[redacted]