American Video

April 12, 2017Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to Mr. Johnson’s complaint regarding his recent service request. We 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 member. The 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 forward. We 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 them. We advised the member of our reimbursement program and have reimbursed the member the cost of the tow in the amount of $180.00. 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 attention. We regret this inconvenience this may have caused to our member. Should 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

Good Day: [redacted]: Our retail office have made contact with the member and the bank to resolve the issue. The follow is the response from the bank:HI [redacted] – for the letter you’ll send in regard to the Revdex.com complaint  Response from [redacted]: [redacted]Bank dba [redacted] Payment Systems reported a...

systemic outage that took place roughly from Monday, June 27th, 2016 at 4:30 p.m. CST and lasted through Tuesday, June 28th, 2016 at 5:40 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 running. During the outage, the cardholder was unable to register their card and called into [redacted]Bank’s Customer Service line.  The card was registered and the error was addressed roughly 44 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 [redacted]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, [redacted]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 18, 2016
Revdex.com Metro Washington DC & Eastern PA
50 West North Street
Bethlehem, PA 18018-5789
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, 2016.
• No out of pocket expenses had occurred for towing service.
• AAA as a goodwill gesture has offered a $30.00 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 request. If you should have further questions or concerns please contact us at [redacted], Ext. [redacted]
Respectfully,
Dana T[redacted]

April 20, 2016Dear [redacted]:Thank you for notifying AAA that [redacted] filed a consumer complaint with the Revdex.com. We reviewed [redacted]'s membership, and concluded that incorrect information was given regarding his refund eligibility. [redacted] requested that we cancel...

[redacted] from his membership and adjust the coverage level. Thus, we have granted his request. A refund for $118.00 has been processed back to his credit card ending in [redacted]. Again, we thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused [redacted]. We thank [redacted] for allowing us to serve him for the past 41 years and believe the actions outlined above should resolve this matter.  Should you or [redacted] have questions or need additional information, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely,
Candace W.AAA Member Experience

Dear [redacted], Thank you for the opportunity to respond to [redacted]'s concerns. Attached you will find our formal response regarding the incident. Kind Regards, Tina P[redacted] Member Relations AAADear [redacted],Thank you for notifying AAA of [redacted]'s consumer complaint, regarding our...

billing practices, with the Revdex.com.In order to help our members avoid a lapse in coverage, AAA created a renewal timeline. This timeline guides us in sending reminder letters to our members to inform them that their membership is coming up on its expiration. The first notice is sent out 60 days before the member's expiration date. The member can choose to pay at this time or pay closer to their expiration date. The second notice is sent 30 days prior to the expiration date. Again, it is up to the member whether they want to pay now or wait.The intent of these reminder letters is meant to be helpful; not offensive in any way. When payments are not received in a timely manner, services and discounts can be compromised. To avoid this situation from occurring, we provide the reminder letters to our members.After reviewing [redacted]'s membership, in 2016 we mailed our first renewal reminder on February 1, 2016 and received his check payment on February 25, 2016. The second renewal reminder was sent to our billing file on February 23, 2016 with a mail date of March 1, 2016. We were able to verify that [redacted]'s membership payment and the second renewal notice simply crossed with our deployment of renewal statements.We apologize if the spirit of the timeline caused [redacted] any frustration. Again, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attention. Should there be any further questions in this matter, please feel free to contact me at [redacted].incerely,Candace W[redacted] ?????? AAA Member ExperienceAutomotive Services o Financial Services o insurance Services o Travel Services

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

[redacted], Thank you for the opportunity to review and respond to [redacted] in regards to his concern about our SmarTrek Device. We have been in contact with him and worked towards a resolution. You will find our response attached.Kind Regards,Alicia G[redacted]Manager - Member RelationsAAA MidAtlantic

Good Morning [redacted], It is AAA policy to have the signed release of claims before any money can be paid to our members as a resolution. Legally, we can not refund [redacted] without the signed release of claims. AAA considers this matter closed until [redacted]'s signed release of claims has been received.Thank you,Tina P[redacted]Member Relations Coordinator

February 28, 2017Dear [redacted]...

[redacted]:Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted]’s concerns regarding the tires he purchased from a AAA Car Care Insurance and Travel Center.The manager form the Car Care Center has advised us that the tires are perfectly sound, there is no defect in them. The change of temperature especially when it’s cold will cause a drop of pressure in the tire which will cause the TPMS light to come on. There is nothing they can do to have this issue cease. It is a very common occurrence during times of temperature change. If [redacted] would like, he can come into any AAA service center where they can show him that there is no issues with the tires themselves. Also, if [redacted] would like to take it to a dealership and the Car Care Insurance and Travel Center is found responsible for any issue with the tires they put on, they will gladly reimburse [redacted] for the issue.Again, thank you for bringing this matter to our attention and we regret any misunderstanding this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need any additional information, please feel free to contact us directly at ###-###-#### Ext. [redacted].Sincerely,Tina P Member Relations Coordinator 8

On Sunday February 12, 2017, [redacted] submitted an internet inquiry thru AAA.com, the same date that he filed the Complaint [[redacted]] with the Revdex.com.  We promptly responded to [redacted] on Monday February 13, 2017.  The AAA location in Fulton relocate to Columbia,...

this was communicated to the Public, we were not aware that he had been trying to call our store for assistance.  Upon reviewing the file we are in agreement that the Title Clerk made a clerical error and transposed two digits in the declared mileage provided by [redacted].  AAA has taken ownership of this mistake, we regret that mistakes occur and appreciate the opportunity to address the correction.  However during the review it was determined that there was an odometer discrepancy between the mileage written on the Assignment Section of the VA title dated 12/02/2012 which was completed and signed by both [redacted] and the prior owner declaring the mileage of 203,500 – compared to the Maryland Safety Inspection dated 01/21/2013 with the recorded mileage of 203,337.      The Maryland Motor Vehicle Administration [MD MVA] had no issues correcting the apparent transposition error done by the Title Clerk, but advised more importantly, that the initial mileage discrepancy at the time of sale, had to be corrected.       This information was reported to [redacted].  AAA requested and obtained additional documentation from [redacted] to support the correction of the initial mileage error and worked with the MD MVA on his behalf, at no charge to him.  Throughout this event, [redacted] was advised of the process and was provided with information to make knowledgeable decisions. The mileage was corrected, to [redacted]’s satisfaction and he received a corrected Maryland Title on Friday February 17, 1017.

[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]

September 16, 2016Dear [redacted]:Thank you for notifying AAA that [redacted] has filed a consumer complaint with the Revdex.com.We reviewed [redacted]'s membership, and concluded that incorrect information was given regarding our Immediate Service Fee charge. [redacted]s requested that...

we cancel Andrew Sanders from her membership and refund his portion of the dues. Thus, we have granted her request. A refund for $45.00 has been processed back to her credit card ending in [redacted].Again, we thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused [redacted]s. We thank [redacted]s for allowing us to serve her for the past 18 years and believe the actions outlined above should resolve this matter. Should you or [redacted]s have questions or need additional information, please feel free to contact me directly at ###-###-####, ext. [redacted].Sincerely,Candace W. AAA Member Experience

[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 am going to wait the maximum amount of time to see if the business follows through with their response. In the event the business does not hold up their end of the agreement I will launch another complaint, and I have printed a copy for my record keeping. Thanks in advance for your help!
Regards,
[redacted]

[redacted]
*Thank you for the opportunity to respond to [redacted] concerns. Attached you will find our formal response regarding the incident.  Kind Regards, Tina P[redacted]
[redacted] In June, we followed our normal procedure to notify [redacted] that we...

would charge the credit card on file for the upcoming year of membership dues. On 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 [redacted] visit our secure website at AAA.com, or visit one of our conveniently located retail stores.” In addition, this billing confirmation included the following language advising that the membership was going to be automatically charged on July 1, 2017:"Your payment card will be charged, and your AAA Membership will remain valid as long as your membership dues are current.”The renewal confirmation statement also includes a reference to AAA's full Membership terms and conditions, which are available at AAA.com/MemberRenew:In the event the card on file has an expired expiration date, the renewal confirmation letter includes language asking the member to contact AAA so we can ensure we have accurate card information on file for future renewal. Ultimately, unless AAA is notified to remove the membership from Automatic Renewal, it is up to the banking institution to decline or accept the charge. The charge of $205.00 was disputed with [redacted]'s bank and refunded back to the credit card charged on August 8, 2017.It is our policy that certain updates on the membership require permission of the Primary member (in this case [redacted]). On behalf of AAA, I wanted to extend my sincerest apologies for the negative experience that [redacted] had with our customer service agent and that the promised return call was not received. This call will be reviewed with management for follow up with the agent. As a courtesy, I have added a credit of $20 to [redacted]'s membership account. Should he choose to renew his membership this amount will be deducted from the membership dues. If there are any further questions in this matter, please feel free to contact me directly at [redacted]
[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.  Thank you very much for your assistance in this matter!
Regards,
[redacted]

March 16, 2017 Dear [redacted]: Thank you for notifying AAA of [redacted] consumer complaint with the Revdex.com and for this opportunity to respond. In February, we followed our normal procedure to notify the member that we would charge the credit card on file for the...

upcoming year of membership dues. On the renewal notice, prominently stated, is the wording “AAA Automatic Membership Renewal Confirmation.” At the bottom of the notice is the wording “To change or update membership call ###-###-####, visit our secure website at www.AAA.com, or visit one of our conveniently located retail stores.” In addition, this billing confirmation included the following language advising that the membership was going to be automatically charged on April 1, 2017:“Your payment card will be charged, and your AAA Membership will remain valid as long as your membership dues are current.” The renewal confirmation statement also includes a reference to AAA’s full Membership terms and conditions, which are available at AAA.com/membershipbenefits : Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your 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 on a request basis. While we cannot accommodate [redacted] request for a refund, her membership has been set to a Do Not Renew status and will expire on 5/1/2017. We understand that she does not want to receive any solicitations from AAA. To help resolve this matter, we have instructed our Database Marketing department to eliminate [redacted] name and law mailbox address from our mailing list. (The deletion process normally takes about 4-6 weeks.) This process should prohibit [redacted] from receiving any future solicitations from AAA. The member benefit guide is available online for review by current and potential members. This guide is accessible by clicking on the link: http://midatlantic.aaa.com/AAA/Membership/BenefitsGuide) We look forward to providing [redacted] with the full array of member services for the balance of her membership 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 ###-###-#### Ext. [redacted]. Sincerely, Tina P[redacted]Member Relations AAA

Dear [redacted],I am in receipt of your letter dated June 7, 2016 regarding the complaint of [redacted]. With respect to [redacted]’s complaint, please be advised as follows:[redacted], a AAA member since 2012, purchased an extended service contract (also known as the AAA Vehicle...

Protection Plan – a plan offered to both Members and non-members in which a AAA membership is not required) from AAA Mid-Atlantic for a total purchase price of $2639 on April 14th , 2016 for her 2005 [redacted] with 32K miles. The policy coverage level was Platinum and was for 60 months or 50K miles – whichever comes first. She chose to finance the plan for 17 months putting 10% down with the difference spread out over the following 17 months. The ’05 [redacted] only qualified for the “Used” plan which requires that a vehicle must be driven at least 1,000 miles and wait 30 days before the policy takes effect (as did all previous “Used” Plans). This waiting period - both time and miles, are added to the end of the contract period. The AAA Vehicle Protection Plan is marketed and sold by AAA Mid-Atlantic and administered by [redacted]. of Napa, CA.[redacted] called AAA on May 17th, 2016 to inform us that her claim for brakes, pads and a water pump had been denied because her vehicle hadn’t reached the mandatory 1,000 mile wait period and to see if there was any assistance we could offer as she was only about 40 miles away from activating the policy. AAA contacted [redacted] on May 18th to get details of the claim; however AAA was told that a claim had not been filed with [redacted] by any repair facility, only that the member had called in twice – on May 13th and May 17th requesting that the waiting period be waived.AAA followed up with [redacted] on May 18th to inform her that although we were willing to offer assistance, none could be given on the water pump (brakes and pads are not covered items under the terms of her policy) because an official claim hadn’t been filed with [redacted] by a repair facility. After being informed that assistance is only available for official claims, [redacted] claimed that [redacted] had made a mistake, that the water pump really wasn’t broken and that she would drive her vehicle the necessary miles to reach the 1,000 mile wait period before having the repair facility submit any claims. At that time, [redacted] was advised that since AAA was already on notice about the broken water pump, that any claim for the pump would be potentially fraudulent and would be denied if submitted to [redacted]. AAA sent an email to [redacted] on May 18th at 10:36 am stating “...member told me the water pump needed to be replaced and now says that’s not accurate – the dealer made a mistake and that is was really the brakes and pads that need to be replaced. Vehicle is supposedly at [redacted] in New Jersey. Member says she will drive the 40 miles to activate policy...” On May 20, 2016, a claim was submitted to [redacted] from [redacted] for a water pump and right rear caliper. Both claims were denied as pre-existing conditions – the water pump because [redacted] notified AAA that it was previously broken, and the caliper because [redacted] felt that it was already broken when the brakes and pads were diagnosed as leaking and needing replacement.After learning about the denial for the caliper, AAA reviewed the claim with [redacted] and determined that while the caliper was most likely damaged during the policy waiting period per [redacted]’s findings (referenced by [redacted]’s note about brakes leaking on or about May 13th), there was no direct evidence that it was pre-existing, so AAA directed [redacted] to approve the claim for the right rear caliper, less any applicable deductible.Regarding future repairs on [redacted]’s [redacted], as long as her contract is in good standing, all future repairs will be covered under the terms and conditions set forth in the Platinum level coverage plan; this would include any future water pump repair or replacement, provided that the repairs to the previous water pump (which was not covered under the plan due to the mileage exclusion) had been properly repaired.We sincerely apologize if [redacted] feels that she was in any way disrespected or felt that she was treated unfairly during the claim process, as it is never our intent to be confrontational or disrespectful. However we do not believe there was a breach of contract; the terms of her contract were honored and the claims were properly adjudicated. If [redacted]’s desire is to cancel the contract we will be glad to refund 100% of all monies paid into the contract and waive any and all cancelation fees ($55).Should you have any questions regarding this, please feel free to contact me.Nadia M[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 appears to be willfully misleading and does not address the issues that I've had with the company. Paragraph one is incorrect in that I was never told that there were misfires detected until the second day of dealing with the company. What 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 notes. I 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 $700 dollars pre-tax. After 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 15 phone calls over a 1-2 hour period. I 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 $200 to do just the coils. I 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 them. When I asked him how they didn't know this originally during their inspection, he said he didn't know. When asked why I couldn't reach the original person I talked to, he said he didn't know. I 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 5. 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 module. I told him to put the module in to check if that was the issue. The next day I was told by yet a different person that everything was fixed with the car and to come pick it up. I 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 back. They 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]

April 11, 2017 Dear [redacted]: Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted]’s concerns regarding her recent roadside assistance. Our records indicate, on April 5, 2017, [redacted] contacted AAA, for assistance with her AAA...

Battery. We dispatched four separate driver before [redacted]’s vehicle was towed to [redacted]. Prior to the tow, three battery providers tested [redacted]’s battery. Each test resulting in a charge and retest. According to the Club Assist Warranty, a battery that is merely discharged, is not a warrantable replacement. The battery tests also indicated low alternator output or possible charging system issue. On April 6, 2017, [redacted] replaced [redacted]’s vehicle’s alternator. The same day, after the alternator was replaced, AAA dispatched another battery provider. The provider tested the AAA battery resulting in charge and retest. At that time [redacted] chose to have [redacted] replace the AAA battery. WARRANTY 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 battery. Warranties 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 below. AAA, also, does not pay or reimburse mechanical repairs. BUSINESS 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 expires. Overpayments will be applied to your next membership renewal or, on a request basis, will be 100% refunded. Again, 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 matter. Should 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

October 4, 2017We received and reviewed [redacted] Revdex.com complaint referenced above. [redacted] was provided a clear understanding of the battery warranty which has also been attached to this response for your records . The member was instructed to provide the battery paperwork for further...

investigation. This case will be handled internally pending the member’s paperwork.Best Regards,Tina PMember Relations Coordinator