American Video

Complaint: [redacted] I am rejecting this response because:AAA mailing an invoice twice within the same month is wrongAnd how would we know the bill was mailed out on Feb.1st, there is no date on the bill's envelopeI wonder how many AAA members in this country are double billed within the same month? What happens if the customer doesn't catch the double billing and pays twice and doesn't catch the mistake? If the customer doesn't catch the mistake and pays twice does AAA catch every double payment? Even if AAA catches every double payment the amount of interest acquired from the double payment would be substantial in AAA's favor 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: Why are you so arrogant to even think your patronizing offer has any valueThere is no apology.I will contact veterans associations and anyone else to warn them of your companies deceptive practice, and ignoring non only Two US Citizens, but also a disabled Veteran.Refund all fees pai, with a letter of apology Regards, [redacted] & [redacted]

Good Day: [redacted] ***: Our retail office have made contact with the member and the bank to resolve the issueThe follow is the response from the bank:HI [redacted] – for the letter you’ll send in regard to the Revdex.com complaint Response from ***: ***Bank dba [redacted] Payment Systems reported a systemic outage that took place roughly from Monday, June 27th, at 4:p.mCST and lasted through Tuesday, June 28th, at 5:p.m During this time, the prepaid card issuer reported intermittent outages inhibiting cardholder’s abilities to establish PINs, register cards, and load funds to cards as needed through their issuing platform and/or the Customer Service/IVR tool The error at that time was based on reported issues with their processing partner All known issues from said outage have been addressed and the system is now up and runningDuring the outage, the cardholder was unable to register their card and called into ***Bank’s Customer Service line The card was registered and the error was addressed roughly hours after the time of issuance At that time, an outreach effort was made to the cardholder to alert them their card was working and may be used however ***Bank did not actually speak to the cardholder To date as of July 7th, 2016, there has been no activity on the card Per the request for desired settlement noted at the bottom of the original complaint, ***Bank will gladly issue an immediate refund check for the original balance to ensure that the funds are returned in a prompt manner.Thank you Nadia M [redacted] Member relations

August 1, 2016Dear [redacted] ***.:Thank you for notifying AAA of [redacted] ***'s consumer complaint with the Revdex.com and for this opportunity to respond.We reviewed [redacted] ***'s membership, and concluded that incorrect information was given regarding her refund eligibilityGiven those circumstances, we have made an exception and granted her requestA refund check in the amount of $has been processed [redacted] should receive this check within 7-business days.Again, we thank the Revdex.com for bringing this matter to our attentionI believe the actions outlined above should resolve this matterShould you or [redacted] have questions or need additional information, please feel free to contact me at ###-###-#### Ext***.Sincerely,Candace WAAA Member Experience

Dear [redacted] ***:Thank you for notifying AAA of [redacted] ’s consumer complaint with the Revdex.com and for this opportunity to respond.After reviewing [redacted] ’s complaint, we can confirm that [redacted] was advised on a recorded line there would be a Release of Claims for [redacted] to sign prior to releasing a check to reimburse for the missing key [redacted] is not on this membership with [redacted] , however, he has his own membership with AAA Mid- AtlanticWe have been communicating with him as a courtesy regarding this claim for [redacted] .AAA had agreed to reimburse the key replacement in the full amount of $From November of when the AAA Release of Claims was discussed with [redacted] , there was no mention of any issue with having [redacted] signing the release formIn April of 2017, [redacted] sent an email refusing to sign the release form.We have communicated several times with [redacted] , that we require the release form for our records in order to release a checkEven though at one point [redacted] has agreed to our request, he is now asking for a refund for a remote which was not asked for during this claim.Again, AAAMA, has agreed to refund [redacted] in full, all that is needed is a signature from her on the form that was mailed [redacted] address as listed in our filesThe form was also emailed to [redacted] .Respectfully,A Rose BMember Relations

We have forwarded this concern to our Car Care Center Directors officeThe issue was reviewed and the reply is as follows:Ms [redacted] was at our Columbia CCIT location on 1/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 [redacted] ***, 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 $ 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 partTherefore, 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] perceptionCar repairs, especially unexpected ones, are generally costly and inconvenient and we empathize with this experience, and work to instill confidence with our customersAgain, we are deeply sorry for Mr [redacted] less than satisfactory experience.Thank you for the opportunity to review and respondRegards, Dana T [redacted] Dana T [redacted] Member Relations Coordinator Nadia M [redacted]

Dear Ms***,Thank you for the opportunity to respond to Ms***'s concernsAttached you will find our formal response regarding the issue. Kind Regards,A Rose B***Member Relations AAAThank you for providing AAA Mid-Atlantic the opportunity to review and respond to Ms. ***’s
concerns regarding the recent car repairs at a AAA Car Care Center. Please note that we have been in contact with MrRoland ***He has agreed to provide me with copies of the repair orders and invoices so that we may provide this to the car repair facility and he will be contacted by them in order to reach an amicable resolution. At this time we are waiting for the member response so we can move forward. Again, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attentionWe sincerely apologize for any frustration this matter may have caused Mrand Ms***. Sincerely, A Rose B*** A Rose B*** Member Relations Coordinator ###-###-#### Ext*** AAA Mid-Atlantic

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

March 21, 2017Dear
*** ***Thankyou for notifying AAA that *** ** *** has filed a consumer complaint with the Revdex.com,After reviewing *** ***'s membership, we can confirm that her membership cards were mailed in January as part of the renewal processOn 2/28/17, *** *** contacted our member services department and requested a duplicate membership cardOur member services representative emailed a temporary card to *** *** and requested a permanent card to be sent by mail.In January we followed our standard procedure to notify *** *** that we would charge her credit card on file in three consecutive monthly payments for her membership dues*** ***'s payment information, along with the amount to be charged, was stated on the Installment Pay Summary we mailed in JanuaryIncluded on that statement is the wording "To change or update membership call ***." In addition, this Installment Pay Summary included the following language advising the first dues payment date was going to be automatically charged on 2/1/2017.On March 2, 2017, *** *** called our member services center requesting a refundOur representative advised her of our refund policy however, we are able to make a one-time exception and grant *** ***'s requestA refund for $has been processed back to her credit card*** ***'s AAA membership is now cancelled.Again, we thank the Revdex.com for bringing this matter to our attentionWe thank*** ***'s for allowing us to serve her for the past years and believe the actions outlined above should resolve this matterShould you or *** *** have questions or need additional information, please feel free to contact me directly at ###-###-####.Sincerely,Candace W*** AAA Member Experience

October 9, 2017Dear *** ***,Thank you for notifying AAA that *** *** has filed a consumer complaint with the Revdex.com.On behalf of the Membership Department, we want to sincerely apologize for any frustration you may have endured while speaking with our representativeWe 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 associate accordingly.After reviewing *** ***'s membership, we can confirm in *** *** received a $discount for enrolling in our Automatic Renewal programA refund for $has been issued back to the credit card ending in *** per *** ***'s requestPlease 3-business days for the refund to processAt this time, *** ***'s AAA membership is set to cancel on November 1, 2017.Again, we thank the Revdex.com for bringing this matter to our attentionWe believe the actions outlined above should resolve this matterShould you or *** *** have questions or need additional information, please feel free to contact me directly at ###-###-####.Sincerely,Candace WMember Relations AAA

Dear *** ***,Thank you for the opportunity to respond to MrPakurar's concerns. Attached you will find our formal response regarding the issue. Kind Regards,A Rose B***Member Relations AAA

Good Morning, Per our business rules: ,"AAA Liability We have contracted with independent service facilities to provide Roadside AssistanceAAA shall 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 actionsAny arrangements you make for subsequent nonemergency repairs are between you and the service facilityAdditional information about Roadside Assistance and other Member services and benefits are available online at AAA.com, by calling ###-###-#### or by writing to Member Relations, P.OBox 6032, Newark, DE 19714-6032." *** *** has been advised he has other optioins He can come to a resolution with his insurance provider and go directly after the independent contractor, or seek legal action against the independent contractor.AAA Mid-Atlantic attempts to mediate damage claims between our members and the independent contractors as a courtesy to our members, we were unable to determine liability in this case This case is considered closed by AAA Mid-Atlantic as we are unable to further assist in this matter.Thank you,Tina P***

April 7, 2017 Dear *** *** ***:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to *** ***’s concerns regarding her damage claim against *** *** ***.*** *** has been denied by our damage assessor regarding her damage claimShe was explained in
detail that AAA Mid-Atlantic was unable to find the facility liable for the damages she reportedThe damage assessor found that the assessment was that according to *** ***’s mechanic he states there is no physical damage to any parts of the emergency brake systemThe vehicle was in the care and custody of the mechanic after it was towedIt is possible that the damage occurred from *** ***’s mechanicIt is also possible the cable failed due to old age, rust or corrosion.*** *** was not satisfied with the findings of her claim and the decision was appealedAfter further investigation into her claim we still could not find the facility liable for the damagesAAA Mid-Atlantic’s upper management team spoke with *** *** and *** *** asked for the contact information for the facilities that serviced her on 3/so that she may reach out to them and conduct her own investigationThis information was provided to *** ***Please note that *** *** *** 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 *** *** *** in the provision of roadside assistance to Members and bears no responsibility for *** *** ***’s alleged conduct.*** *** was also advised of her options to go through her insurance company, they can subrogate (member advised she does not have comprehensive insurance) or seek legal action against the facilityWe advised *** *** that we also reached out to her mechanic and supporting evidence to support her claim was not provided.We suggested to *** *** that since her mechanic was able to help her understand how the driver is the source of the damage, if he can provide us with that information, we can then revisit her claim with the repair facilityAAA Mid-Atlantic considers this matter closed.Again, thank you for bringing this matter to our attention and we regret any inconvenience this may have caused *** ***Should you or *** *** have any questions or need any additional information in the meantime, please feel free to contact us directly at ###-###-#### Ext***. Sincerely, Tina P

November 11, 2015Dear *** ***.Thank you for providing AAA Mid-Atlantic the opportunity to review our records and engage with *** *** in regards to the concerns involving tow damage to her vehicle.We are empathetic to the most unfortunate circumstances that were experienced by *** *** and wish nothing more than to resolveWe appreciate our long term relationship with our members, and understand the frustration of having a challenging situation evolve over a matter pertaining to services rendered on the behalf of our contractorOn August 19, were notified of her concerns related to road service performed on July, 29, 2015.Upon further investigation into this matter it is our findings that liability, and inclusion of fault is not able to be facilitated towards AAA and/or parties contractedService provided on July 29, was in accordance with current industry guidelines*** *** contacted our company on August 19, and alerted us to her concernOur department contacted *** *** within the prescribed time expressed and requested additional information in order to proceed with the investigation; estimate and picturesOur experience in matters of this nature is to err on the side of caution, and to keep cases active in hopes that the member responds with the necessary information to proceed.We investigate and research each concern thoroughly; no exceptionsIn utilizing the information obtained through the claimants written documentation to the Revdex.com, interviews of parties' involved, visual inspections of the vehicle, photographs and *** *** recorded phone conversations our findings are as follows:o Damage to the right front tie rod is not consistent with an improper tow - tie rod is in the vertical position versus the forward trajectory that would be expected from pulling the vehicle up on the flatbed o Vehicle has been moved since our initial drop off the tow destination Extensive pre-existing damage exists to the right front wheel /tire o Spouse confirmed on recorded line that the pre-existing damage has been there for a while o *** *** offered extensive information in regard to the claim - she was not present for either the unloading or the loading of the vehicle and would be unable to attest to the situationo *** *** *** offered a different course of action for the evenings experience thus causing a conflicting account of the ERS callo Procurement of the drivers statement on scene also offered another rendition of the matterIt has been our experience that situations similar to *** ***', although challenging, are not uncommonBased upon the extensive investigation that was performed, the conflicting accounts of events, coupled with the physical damage observed to the vehicle, it is our findings that liability is not founded.Thank you for the opportunity to respond and work with *** *** so that we can resolve and provide understandingIf *** *** wishes to continue the investigation with additional new information, she may call us back @*** and speak with a Member Relations Coordinator who will be able to assist her.Sincerely,Dawn G. Member Relations/Special Investigation Unit, Supervisor

Good Afternoon *** ***, Thank you for giving us the opportunity to look into *** ***'s concernsWe have the upper management team looking into his complaint and will respond as soon as possible.Thank you, Tina P***

March 31, 2016
Dear *** *** ***:Thank you for notifying AAA of *** ***'s consumer complaint, regarding a refund, with the Revdex.com.Per *** ***'s request, a refund check has been issued in the amount of $*** ***'s membership has been cancelled.Again, we
thank the Revdex.com for bringing this matter to our attentionShould there be any further questions in this matter, please feel free to contact us at 1-866-MEMBERS (1-866-636-2377).Sincerely,AAA Member Experience

December 18, 2015We have received and reviewed *** *** *** complaint referenced above.The following was offered as a resolution, which *** *** ***:• AAA as a goodwill gesture has offered a $reimbursement for her cost of the battery.• AAA recommended the purchase of a
battery tenderThe 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 *** ***'s 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 denial.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 ***, Ext***RespectfullyMesha C.Member Relations Coordinato

January
26, 2016Dear *** ***:Thank you for the opportunity
to review *** ***’s concerns and claim that damage was sustained while
receiving roadside assistanceThough we empathize with *** *** and her son
*** ***, and the frustration of having a challenging situation evolve,
we
are not able to assign liability for the damages to the contracted facilityThe condition of the bumper
that is denoted in the picture presented to us is not indicative of a factory
installed bumper. Upon physical
inspection of the vehicle by our damage assessor it has become apparent that
there are multiple components that are missing from the structure in
question. Those components are listed
but not limited to:• J-Clips (
non-oem ) installed on the left front of the bumper show no indication of
bolts being installed• Fasteners
are missing• Fender
liners are missing• Engine shield
( for additional support ) is non-existent as well• Grille can
be used to secure the bumper as well; not in alignment though• Multiple
scratches, damage to the bumper cover upon inspectionThe integrity of the bumper
was in question and thus necessitated the request for a damage waiver to be
signed when emergency road service was rendered. However, the signing of the waiver does not
negate damage if the vehicle was handled in a negligent mannerWe looked at
the vehicle and attempted to determine if the tow caused damage reported; this
was not provenOur focus and concern shall
always be our MembersWe have been in contact with *** *** to discuss
the matter and offer him the consideration that he ultimately deserves and
explain the results of our investigation; liability is not able to be supported.Thank you for the opportunity
to respond and work with *** *** so that we can resolve and provide
understandingIf *** *** wishes to continue the investigation, he may call
us back @ ###-###-#### and speak with a Member Relations Coordinator who will
be able to assist him.Sincerely,Alicia G*** Manager - Member Relations AAA 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear *** ***, Thank you for the opportunity to respond to *** ***'s concernsWe have e-mailed a formal apology to *** *** from our upper management team as requested and will ensure corrective action is taken with the Rockville AAA office Kind Regards, Tina
P***Member Relations AAA