American Video

[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 details of the event are not in question. My refund request for the renewal year not yet started was not considered given the extenuating circumstances surrounding this event. In this instance, the company policy must be re-evaluated.
Regards,
[redacted]

June 23, 2015 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[redacted]) for more information. Mr. G[redacted] had advised [redacted]’s vehicle never left the facility and [redacted] did not like the discount amount offered to her initially. She registered a complaint first and did not advise us of her dissatisfaction. She was offered a larger discount of $150 instead of the $50 initially offered. She 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. [redacted].Respectfully,Alicia GManager - Member RelationsAAA Mid-Atlantic

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 follow-up review of
her case, we contacted Wayne B[redacted], who is the Service Advisor at our Columbia CCIT.  Mr. B[redacted] is quite familiar with [redacted]’s
repairs and concerns.  Mr. B[redacted] has
advised us that :  [redacted]’s vehicle (2000 [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 soon. The 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. [redacted].Respectfully,Kind Regards, Alicia G[redacted]Manager - Member Relations AAA Mid Atlantic

June 11, 2015Dear [redacted];Thank you for notifying AAA Mid-Atlantic of [redacted]’s consumer complaint with the Revdex.com and for this opportunity to respond. I understand that [redacted] is concerned about AAA MidAtlantic’s Limited Membership Refund Policy.After reviewing [redacted]...

[redacted]’s complaint, given the circumstances of when [redacted] was last an active member and the timing of when we implemented our Limited Membership Refund Policy in April of 2012, we have decided to process a refund in the amount of $119.00 back to [redacted] in the form of a check.Again, I thank the Revdex.com 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 AdministrationKind Regards,  Alicia G[redacted] Manager - Member RelationsAAA MidAtlantic

September 17, 2015Dear [redacted]:Thank you for notifying AAA Mid-Atlantic of [redacted] consumer complaint with the Revdex.com and for this opportunity to respond. I 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 representatives. We do our best to make sure our front-line associates are thoroughly informed and can handle matters such as this. We will follow up with our associates accordingly.A refund check in the amount of $74.83 has been processed, which will arrive within 7-10 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 matter. Should you or [redacted] have any questions or need additional information, please feel free to contact us at 1-866-MEMBERS.Sincerely,Membership Department

Dear Revdex.com Representative: I have no record of a call from [redacted].  She is a member out of the Mid-Atlantic AAA Club.  It appears her call originated in Mid-Atlantic's jurisdiction.  That office can be reached at ###-###-####.  Sincerely,Glenn...

S[redacted]

December 9, 2015 We have received
and reviewed [redacted] [redacted] ‘s complaint referenced above.The following was
offered as a resolution, which [redacted] [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 denial. On 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. [redacted]Respectfully,Nadia M. Member Relations CoordinatorAAA

March 30, 2016Dear [redacted]; Thank you for notifying AAA of [redacted]'s consumer complaint with the Revdex.com and for this opportunity to respond. I understand that [redacted] is concerned about receiving various solicitations from AAA Mid-Atlantic for [redacted]...

[redacted].First, let me extend my sincerest apology for any confusion this matter may have caused [redacted]). We were unaware of [redacted]'s passing. As a part of our retention process we did try and salvage [redacted]'s membership by sending out various solicitations. To help resolve this matter, l instructed our Database Marketing department to eliminate [redacted]'s name and law mailbox address from our mailing list. (The deletion process normally takes about 4-6 weeks.) This process should prohibit [redacted] from receiving any future solicitations from AAA Mid-Atlantic.Again, thank the Revdex.com 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 us directly at 1866-MEMBERS (1-866-636-2377).Sincerely, Nadia M[redacted]

July 27, 2015Dear [redacted]:This is our response to [redacted]'s follow up to our original July 8, 2015 correspondence sent by Anthony R[redacted]. Mr. R[redacted] has forwarded this portion of the response to me for handling.[redacted]'s letter includes questions regarding the repair facility and other issues that are not part of an auto claims handling process. This letter will address the concerns he raised regarding the claims process only.[redacted]'s [redacted] issue was regarding our appraiser's decision to include only one tire on his estimate. Our appraiser only included one tire and wheel in the damage estimate because that is the only damage that was visible when he inspected the vehicle. It is standard practice for an appraiser to write the visible damage on inspection. If the repair shop or dealer uncovers additional damages once they start repairing the vehicle, the appraiser will reinspect the vehicle.[redacted]'s second issue was regarding a mud flap that came off his vehicle while traveling to Virginia from Florida after this May 6 occurrence. This would be an additional occurrence and would be covered under a separate claim. If [redacted] would like to pursue a claim for this damage he would just need to report this incident.[redacted]'s third issue was regarding his July 2 electronic mail sent to Hillary H[redacted] of this office. Below is Hillary's response to his email.[redacted],| reviewed the charges to your credit card from [redacted] with the [redacted] branch you rented from in Pembroke Pines and also with an [redacted] representative who works in my office.The charge from 5/21 for $100 and the charge from 5/29 for $82.36 are a combined charge of taxes and fees and the additional days you were in the rental that AAA did not authorize. We authorized rental until 5/13 and the vehicle had not been returned until 5/18.In respect to the two charges of $24.95 on 5/22 and 5/30, those fees were not payable to [redacted] nor AAA insurance. Those two fees were charged by [redacted] with your Premium Car Rental Protection. So in regards to those charges you would have to speak with your credit card company to have them credited back to your account.We trust this response satisfies your inquiry. If there is any additional information that you need, feel free to contact the undersigned.SincerelyThomas M[redacted] Claims Physical Damage Supervisor

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 online. In May, AAA sent [redacted] a...

notification to his email address [redacted] that his renewal bill was available to view. This statement notified him that his membership was due to expire on July 1, 2017. 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 expires. Overpayments 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 year. Again, we thank the Revdex.com for bringing this matter to our attention. Should 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

Good Morning Ms. [redacted],  We have attempted to contact the member by telephone, twice, to no avail. We are in need of her original battery receipt that was not attached to her original Revdex.com Complaint for our review.  Please have member send in these documents so we can move forward. She can...

either email them to [redacted] or forward on to you to pass along to us.  Thank,  Tina P[redacted]

May 3, 2017 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 complaint. Please note that [redacted] is an independent contractor with whom AAA Mid-Atlantic has contracted to provide roadside assistance to Members. AAA 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 matter. Should 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

December 9, 2015We have received
and reviewed [redacted] [redacted] ‘s complaint referenced above. In 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 guidelines. The 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 driven. In this circumstance, the battery is not maintaining its proper charge. Driving 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 dying. On 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. [redacted]RespectfullyManager - Member RelationsAAA

[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:
Why are you so arrogant to even think your patronizing offer has any value. There 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]

January
18, 2016 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 2003 [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 repairs. My assistant Robert G[redacted] and service
advisor Deborah M[redacted] were working with [redacted] to try to find something
that would fit his budget. The estimate included the replacement of the struts
and strut plates, both front and rear. Being 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 rear. We asked him to bring the vehicle back
in for us to inspect. We were able to identify some noise in the rear of the
vehicle however found multiple items in the trunk. At 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 office. During our
inspection, we did also observe the strut bushings were worn. Those 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 since. He has never called back to
indicate there was still an issue if at all. Our 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
12 months or 12,000 miles, whichever comes first.  AAA Members receive a 24 month or 24,000 mile
warranty on repairs, whichever comes first. 
Warranty repairs must be performed at an AAA Mid-Atlantic Inc. Car Care
Center in the AAA Mid-Atlantic territory. See 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

[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]

June 3, 2015Dear [redacted]:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted]’s concern. We have reviewed the RV coverage purchased by [redacted] and have discussed said RV coverage with him. The manner in which [redacted] utilizes his trailer...

(transporting of electrical equipment) does not meet to criteria of the membership. Our membership states that a trailer is covered when it is being used to transport a qualifying recreation vehicle i.e. motorcycle, 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. [redacted].Respectfully,Annette MMember Relations Coordinator

Dear Ms. [redacted],  We received and reviewed Ms. [redacted]’s Revdex.com complaint referenced above. ? Member had service on 12.16.2016 #[redacted] • Service was delayed due to being in a Low Clearance garage • Service was delayed further because Member did not provide concise enough info for our...

driver to locate her • Member was transferred to AAA Member Relations to place complaint on 12.19.16 • Member claimed that she gave exact height and location of the garage (call recording was reviewed – she did not) • AAA Member Relations apologized to member on 12.19.2016 and advised this would be addressed for training opportunities and removed the entitlement against the Membership due to delay, member thanked me and we ended call • 12.20.2016 member calls in for a refund of membership dues because of the 12.16.16 call • Member is advised of the no refund policy, and even confirmed the policy quote’s existence on her AAA Dues invoice • Member is transferred to Member Retention and is apologized to and quoted the same no refund policy • Member advised she will escalate this until she can no longer due so • Member was given the address to HQ to address her concerns regarding the no refund policy The call entitlement for the service call was removed due to the delay, the request for a full refund of Membership dues was denied per company policy. Again, thank you for bringing this matter to our attention and we regret any misunderstanding this may have caused Ms. [redacted]. I believe the actions outlined above should resolve this matter. Should you or Ms. [redacted] have any questions or need any additional information, please feel free to contact us directly at ###-###-#### Ext. [redacted]. Sincerely, Tina P[redacted] Tina P[redacted] Member Relations Coordinator ###-###-#### Ext. [redacted] AAA Mid-Atlantic - Member Relations [redacted] Commerce Drive, Newark DE 19713 Phone: ###-###-#### Ext. [redacted]

Dear. [redacted]  Thank you for the opportunity to respond to [redacted]'s concern.  Attached you will find the response from our membership department. Thanks,  Alicia G[redacted]Manager -Member RelationsAAA MidAtlantic

Complaint: [redacted]
I am rejecting this response because:AAA mailing an invoice twice within the same month is wrong. And how would we know the bill was mailed out on Feb.1st, there is no date on the bill's envelope. I 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]