American Video

September 17, 2015Dear [redacted] ***:Thank you for notifying AAA Mid-Atlantic of [redacted] consumer complaint with the Revdex.com and for this opportunity to respondI understand that [redacted] is concerned about receiving a refund and her interaction with our AAA Mid-Atlantic associates.On behalf of the Membership Department, we want to sincerely apologize for any frustration she may have endured while speaking with our representativesWe do our best to make sure our front-line associates are thoroughly informed and can handle matters such as thisWe will follow up with our associates accordingly.A refund check in the amount of $has been processed, which will arrive within 7-business days to [redacted] 's North Carolina mailing address.Again, I thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania 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 matterShould you or [redacted] have any questions or need additional information, please feel free to contact us at 1-866-MEMBERS.Sincerely,Membership Department

[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 the "responses" provided were for questions from over YEARS AGO!!! Why weren't my emails from A MONTH AGO responded to??? This is completely unacceptable!!! [redacted] ***

In response to the recent statement that was sent to you by AAAThe whole statement is questionableIt's beyond belief that this company would continue to go back and forward with a value customer in knowing that the technician was negligent and made a mindless decision in servicing my vehicleAs I stated before with having conversations with several technicians it unimaginable for the spare tire to come off the hoist cable halfway with my [redacted] XL sitting on the ground without being placed on an auto-liftNevertheless it's impossible for a skilled mechanic making the decision to continue taking the spare tire off the tire hoist if it's malfunctioning and the vehicle is capable of being driving to [redacted] without the spare being installed My children and I waited patiently in the waiting area to take my vehicle to [redacted] not [redacted] because the service was taking much longer than the estimated timeframe that was quotedHowever it was never brought to my attention verbally that the tire hoist had seizedI never spoke to the AAA technician at that locationTherefore I wasn't made aware of the issue until the day I took my vehicle to the [redacted] dealership in ClarksvilleAn immediately after get this information and having the technician at the dealership explaining to me while my vehicle was up on the auto-lift the issue a hand plus denying the usage of needing to use a special tool to operate the tire hoistI immediately returned to the AAA service center in ColumbiaAAA is a company that I trusted for several years with in purchasing a membership and telling other about the services that they provideAfter this situation "yes" I am extremely frustrated and truly having doubts about continuing on with my membership and other services that I have through AAAMs [redacted] if you should having any further questions please feel free to contact me.Sincerely, [redacted] ***Complaint# [redacted]

August 1, Dear [redacted] ***:Thank you for notifying AAA that [redacted] filed a consumer complaint with the Revdex.comAAA makes every attempt to make the membership product the best it can be for all membersOur policy dictates that Members who request or use an excessive amount of road service are subject to downgrade of membership to the Classic levelExcessive 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 himThe 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 membershipOnce adjusted, your Membership will remain in force until it expiresOverpayments 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 fileWhen the membership came up for renewal on 7/1/the initial payment of $was automatically charged to the card on file [redacted] paid the remaining balance of $on 7/19/paying the Classic membership in fullDue 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 chargedShould [redacted] change his mind and decide to renew his membership, AAA is still here to provide [redacted] peace of mind while on the roadClassic coverage provides towing back to the responding AAA facility or destination of choice up to miles, additional mileage will be provided at a member discounted rateClassic members are also eligible to receive many other AAA benefits, which are outlined in more detail on the enclosureThe membership will be reviewed in years to determine if it is eligible for anAutomotive Services o Financial Services e Insurance Services o Travel ServicesupgradeInformation 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.comShould you or [redacted] have questions or need additional information, please feel free to contact me directly at ###-###-####Sincerely, Candace W [redacted] AAA Member Experience

Dear [redacted] ***:Thank you for notifying AAA of [redacted] 's consumer complaint, regarding a refund with the Revdex.com[redacted] opted to enroll in our electronic billing option, where he could view his renewal bill onlineIn May, AAA sent [redacted] a notification to his email address [redacted] that his renewal bill was available to viewThis statement notified him that his membership was due to expire on July 1, The statement included the following language advising of AAA's membership refund practice:Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membership, however, your Membership will remain in force until it expiresOverpayments will be applied to your next membership renewal, or on a request basis will be 100% refftunded.AAA's full Membership terms and conditions can also be found on [redacted] While we cannot accommodate [redacted] ’s request for a refund, we look forward to providing him with the full array of member services for the balance of his 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 me directly at [redacted] .Sincerely,??????? ????? ??? ??????) Candace W [redacted] AAA Member ExperienceAutomotive Services o Financial Services o insurance Services o Travel Services

April 12, 2017Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to MrJohnson’s complaint regarding his recent service requestWe are genuinely sorry about his disappointing experience.On March 18, 2017, the member called AAA for service and was advised by the call taker that he was not an active memberThe state police was contacted for a tow truck to remove the member’s vehicle and as a result, the member was charged for the expenseOur Member Relations Department investigated the issue:• The member was in an affiliate club area, Club [redacted] - South Jersey.• An investigation was completed to verify who the member spoke to so we can address the issue and insure that it never happens again going forwardWe were unable to find any call transactions between the member and AAA for the night in question.• We contacted the member in regard to their complaint and reviewed our findings with themWe advised the member of our reimbursement program and have reimbursed the member the cost of the tow in the amount of $The member was satisfied with the resolution and thanked use for looking into and addressing his complaint.Thank you for bringing this matter to our attentionWe regret this inconvenience this may have caused to our memberShould you or the member have any questions or concerns, please feel free to contact us directly at ###-###-####, Ext [redacted] Sincerely, A Rose BMember Relations Coordinator

August 18, Revdex.com Metro Washington DC & Eastern PA West North Street Bethlehem, PA 18018- Re: Revdex.com Complaint ID: [redacted] Dear [redacted] We have received and reviewed [redacted] s complaint referenced above The following was offered as a resolution, which [redacted] : • Spoke to [redacted] ’s father extended my apologies, to him and his daughter advised recording would be pulled and addressed accordingly [redacted] was satisfied in the end complimented our Fleet driver on the service call from August 6, • No out of pocket expenses had occurred for towing service • AAA as a goodwill gesture has offered a $Credit Voucher directly applied towards membership dues On behalf of AAA Mid Atlantic we sincerely apologize any frustration she may have endured, as a result of her service requestIf you should have further questions or concerns please contact us at [redacted] , Ext [redacted] Respectfully, Dana T [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 Administratively Resolved] Neither a car nor a ride were offered to me as it was stated to me (again from my notes) that I "lived too far" from their businessMsJennifer O' [redacted] is a liar; and if not her, then her staff.I took reasonable measures to have the work completed correctly having spent working days in the month of December in wait, in and around their location She states that they use "quality parts" in her response The issue is not the quality of the parts, but the lack of part replacement and the poor quality of labor providedSimply put, AAA cut corners and in doing so, placed my safety in jeopardyI stand by my complaint and by my demand.V/R- [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

January 28, 2016Dear [redacted] ***:AAA appreciate the opportunity to review and resolve the concerns [redacted] has expressed regarding estimate and repairs at our Car Care Center [redacted] worked with the District Director Maria Y [redacted] to resolve his concerns Below you will find a copy of the email MsY [redacted] sent to [redacted] as confirmation of the resolutionHe was given a deep discount on his repairs after speaking at length with MsY***Additionally, please note that [redacted] ’s concerns were resolved the same day that he contacted the Car Care Center and subsequently the Revdex.comAgain, wet thank you for the opportunity to respond and work with [redacted] Kind Regards, Alicia G***Manager - Member Relations AAA Mid Atlantic

November 3, 2015Dear [redacted] ***.:Thank you for notifying AAA Mid-Atlantic of [redacted] 's consumer complaint, regarding a refund, with the Revdex.com.In July, 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 in large font, is the wording “AAA Automatic Membership Renewal Confirmation.” At the bottom of the notice, also in large font, is the wording “To change or update membership, call ###-###-####, visit our secure website at www.A.A.A.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 September 1, 2015:"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/memberrenew: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 basis.In accordance with the aforementioned policy, we are unable to grant [redacted] 's request for a refundAgain, 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 us at 1-866MEMBERS.Sincerely,Member Experience and Retention

July 21, 2017Dear [redacted] ***:Thank you for notifying AAA of [redacted] ***’s consumer complaint with the Revdex.com and for this opportunity to respond.We conducted and completed our investigation into the damage that was claimed to have occurred when service was provided by [redacted] * [redacted] on June 9, As part of our investigation, we reviewed the information you provided along with our records of the service event [redacted] has denied any responsibility for the damage you noted and we could find no reasonable basis upon which to conclude that the service provided was the source of the damage in your complaintThe result of the damage assessment is that based on the pictures and the video that was provided the damage appears to be a pre-existing issueWe are unable to hold the towing facility liable for the damagesWe were advised that it looks as though the vehicle had hit a curb which damaged the bumper and pushed in the radiator based on the white scratches that were on the underside of the front bumper and is not a result of her call for roadside assistance.Please note that [redacted] is an independent contractor with whom AAA Mid-Atlantic has contracted to provide roadside assistance to MembersAAA Mid-Atlantic in no way supervises or controls [redacted] in the provision of roadside assistance to Members and bears no responsibility for [redacted] 's alleged conductWe advised [redacted] that she can either go through her insurance or seek action against the independent contractor.Again, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attention.Sincerely,Tina P AAA Member Experience

[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: The details of the event are not in questionMy refund request for the renewal year not yet started was not considered given the extenuating circumstances surrounding this eventIn this instance, the company policy must be re-evaluated Regards, [redacted] ***

Good Afternoon [redacted] ***, AAA Mid-Atlantic allows 24-hours to collect a drivers statementWe may have to make several attempts to gather this information from the driver for several reasonsOne, being that the drivers work different shifts, and another being that they could be driving and unable to speak on the phoneWe need both sides of the story (the members and the drivers) in order to resolve the damage claim and fully investigateAAA is here to attempt to mediate damage claims as a good will gesture between our members and the independent contactorsIf 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 familyBased on the information we were provided we are unable to determine liabilityPlease see our liability clause below:AAA LiabilityWe have contracted with independent service facilities to provide Roadside AssistanceAAAshall 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 facilityIndependent service facilities are not agents of AAA, nor is AAA an agent for themThey are solely responsible for their actions Any arrangements you make for subsequent nonemergency repairs are between you and the service facilityPlease feel free to visit our website 24/to see the liability clause included in our PDF copy of the Member Benefits Sincerely, Tina P [redacted] Member Relations Coordinator

November 5, 2015Dear Revdex.com of Metro Washington DC & Eastern Pennsylvania:Thank you for notifying AAA Mid-Atlantic of [redacted] s consumer complaint, regarding a refund, with the Revdex.com.After reviewing, [redacted] ***'s membership as requested we have processed a refund in the amount of $back to the credit card [redacted] ***'s membership has been set to not renew after his December 1, expiration date.Again, 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 us at 1-MEMBERSSincerely,Member Experience and Retention AAA Mid-Atlantic Headquarters

May 3, Dear [redacted] ***:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ’s concerns regarding the damage to his vehicle.As part of our investigation, we reviewed the information he provided along with our records of the service event [redacted] Has denied any responsibility for the damage he noted and we could find no reasonable basis upon which to conclude that the service provided was the source of the damage in his complaintPlease note that [redacted] is an independent contractor with whom AAA Mid-Atlantic has contracted to provide roadside assistance to MembersAAA Mid-Atlantic in no way supervises or controls [redacted] in the provision of roadside assistance to Members and bears no responsibility for [redacted] alleged conduct[redacted] has been provided [redacted] ’s contact information and was advised that any further action from this point on needs to either go through the independent contractor ( [redacted] ), [redacted] ’s insurance company, or his home club (AAA Southern Penn)We have also provided [redacted] with his home club’s information as well.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 have any questions or need any additional information, please feel free to contact us directly at ###-###-#### Ext [redacted] Sincerely, Tina P [redacted] Member Relations Coordinator AAA

[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: The response appears to be willfully misleading and does not address the issues that I've had with the companyParagraph one is incorrect in that I was never told that there were misfires detected until the second day of dealing with the companyWhat was told to me in the very first phone call was not what was written down on the invoice where the technician allegedly wrote his notesI was told that they could not reproduce my issues, that two gaskets were recommended to be changed which I did not want done and which I did not request, and that for a general tune up that included plugs, coils and wires plus an oil change, would be a little under $dollars pre-taxAfter the first phone call on the first day, I was told that the car would be good to go for that first estimate, period.It wasn't until the next day(7/15/15) that I spoke with someone completely different because I could not reach the original person after phone calls over a 1-hour periodI was told by this second person that the original person "must have made a mistake", that the coils were NOT included in my general tune up, and that it was going to cost at least another $to do just the coilsI asked if that was the issue, and he said yes because the coils were visibly burned out, and that it would be dangerous to take the car without themWhen I asked him how they didn't know this originally during their inspection, he said he didn't knowWhen asked why I couldn't reach the original person I talked to, he said he didn't knowI told him to go ahead and put the coils on to see if that was even the issue, and he said they would, and that they would call me back before They called me back at 7, after the shop had closed, and told me that the coils had NOT fixed the issue and that they THINK it was an ignition control module that was the issue, and that that would cost me another $500+I told him of my worries that they didn't seem to have any clue as to what was wrong, and he told me that they couldn't know what was wrong from just the misfire codes, but that the technician was pretty sure it was the moduleI told him to put the module in to check if that was the issueThe next day I was told by yet a different person that everything was fixed with the car and to come pick it upI went to the shop and expressed my concerns, and my only response was that the woman didn't know, and that I had to sign the invoice or I wouldn't get my car backThey also would not return the old parts, such as the coils, which I could've checked for what the second person I talked to said was "visible" damage 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 responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because of the following reasons which I will detail below: 1) I received only (1) Voice Mail message (Not as described)It was on Wednesday 11/22/at roughly 4:p.mEDTthings to add to thisFirst, like millions of Travelers, I was away for the Thanksgiving Holiday and unable to answer the callSecond, why would AAA wait until that moment to contact me after having the complaint for a week +? Third, the message was sent on what must have been a vintage telephone as every other word was inaudible, thus I had no idea what # to return a call tooAs stated, there was never a 2nd attemptMost folks would have attempted to contact me via email or text message as well to continue this complaint if a phone response was not received2) You are missing the whole point of the original complaintI will summarize againI do not have the receipt for the battery in questionI apologize but in this electronic world most folks do not keep every receiptAs stated, to the tech, it amazes me in this day and age, with a AAA battery, you cannot look up via a barcode or serial # the manufacture and sale dateYou can walk into any retail store these days, provide any info sans a receipt such as a name, phone number, credit card number, etcand history of the product can be foundSo for you to say in your reply, "please send the original receipt" means you never really read the original complaint3) Finally, the biggest complaint here is not the additional $144.+/_ dollars that was spent on a new battery, but more the hour long wait the tech and I had to wait, in degree weatherThe tech had to continually call back to see if he had any responseFinally, I attempted to call and discuss and was met with "no paper, no service" All managers have the ability to "modify" the rules in all situationsThese folks were "hard" to the fact, no paper, no helpSo, now that it was getting dark, the AAA van which burnt an hours of gas Idling waiting for a return phone call, the tech asked if I wanted to buy this batteryI had no real options in that I had to drive the car to work the next day, so it was purchasedIt will certainly be my last AAA battery purchase going forwardIn summary, unfortunately, AAA has slid down the poor customer service scale like so many other companiesThey can decide what they would like to do next however it is nice to know their are alternatives to AAA such as better world club, your car insurance which covers towing, etcI will be exploring all these during my renewal period in FebruaryIf the refund is not issued, hopefully they will use it for logical and compassion training for their management staff Regards, [redacted] ***

With regards to my complaint with AAA Mid- Atlantic, number [redacted] They wrote me and told me that I would receive a refund to days after the 26th of JanuaryAs of today I have not seen a refund on my credit cardI hope you can still help me.Thank you,Lars S*February 10,

April 11, Dear [redacted] ***: Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] ***’s concerns regarding her recent roadside assistanceOur records indicate, on April 5, 2017, [redacted] contacted AAA, for assistance with her AAA BatteryWe dispatched four separate driver before [redacted] ***’s vehicle was towed to [redacted] Prior to the tow, three battery providers tested [redacted] ***’s batteryEach test resulting in a charge and retestAccording to the Club Assist Warranty, a battery that is merely discharged, is not a warrantable replacementThe battery tests also indicated low alternator output or possible charging system issueOn April 6, 2017, [redacted] replaced [redacted] ***’s vehicle’s alternatorThe same day, after the alternator was replaced, AAA dispatched another battery providerThe provider tested the AAA battery resulting in charge and retestAt that time [redacted] chose to have [redacted] replace the AAA batteryWARRANTY EXCLUSIONS: The Club Assist limited warranty provides for battery replacement resulting from manufacturer defects only; it does not cover premature failure due to the neglect, damage, or abuse of the batteryWarranties do not apply in the following cases: a) the battery is merely discharged and still serviceable.In response to [redacted] ***’s request for a refund of her membership dues, AAA has a no refund policy, as outlined in our business rule belowAAA, also, does not pay or reimburse mechanical repairsBUSINESS RULE: Membership dues payments including renewals, upgrades, and added Associate Members will not be refunded once applied to your Membership; however, your Membership will remain in force until it expiresOverpayments will be applied to your next membership renewal or, on a request basis, will be 100% refundedAgain, thank you for bringing this matter to our attention and we apologize for any inconvenience caused to [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 PMember Relations Coordinator