Automobile Club Of New York, Inc.

Review: I WAS A MEMBER OF AAA FOR OVER 20 YEARS. I CAN COUNT ON ONE HAND HOW TIMES I USED THE SERVICE. I DECIDED TO CANCEL MY MEMBERSHIP DUE TO THE LAST TIME I CALLED FOR SERVICE THE MECHANIC THAT CAME & THE OPERATOR I SPOKE TO AFTER THE FIRST MECHANIC CAME WAS VERY RUDE & I FELT DISRESPECTED. I TURNED THE FIRST MECHANIC AWAY & WHEN I CALLED BACK THE OPERATOR TOLD ME THAT NO ONE COULD PROBABLY HELP ME.MY CAR WAS IN AN UNDERGROUND GARAGE & I NEEDED MY SPARE TIRE PUT ON BECAUSE I HAD A FLAT TIRE.I HAD CALLED FOR SERVICE PREVIOSLY &THERE WAS NOT A PROBLEM WITH THE SERVICE VEHICLE GOING INTO THE GARAGE. THE FIRST MECHANIC STATED HE COULD NOT TAKE THE SERVICE VEHICLE UNDERGROUND & THE ONLY WAY HE COULD CHANGE THE TIRE WAS TO USE THE JACK I HAD IN THE CAR & THAT IF SOMETHING HAPPENED TO THE CAR HE WOULD BE RESPONSIBLE,APPARENTLY HE CALLED HIS BOSS ALSO. I ASSURED HIM THAT PREVIOULY THE VEHICLES WENT INTO THE GARAGE. THE MECHANIC BEGAN TO GET LOUD & SAID TO ME "LADY YOU CAN REFUSE THE SERVICE & LET ME GO". AFTER BEING SPOKEN TO THAT WAY I TOLD HIM TO LEAVE. WHEN I CALLED AAA BACK,I EXPLAINED TO THE OPERATOR WHAT OCCURRED. SHE VERY RUDE ALSO. SHE WAS TELLING ME THAT THE SERVICE VEHICLES ARE NOT SUPPPOSE TO GO IN UNDERGROUND GARAGES.I STATED TO HER THAT ON PREVIOUS OCCASSIONS THE SERVICE VEHICLES HAVE GONE UNDERGROUND & HAD EVEN TOWED MY CAR. SHE SEEMED FRUSTRATED WITH ME. SHE SAID SHE WOULD CALL ANOTHER SERVICE STATION,BUT SHE WAS SURE THAT COMPANY WOULD NOT GO UNDERGROUND EITHER.WHEN THE SECOND MECHANIC CAME, HE DID NOT HAVE A PROBLEM. HE DROVE THE SERVICE VEHICLE UNDERGROUND & HAD CHANGED THE TIRE IN LESS THAN 5 MINUTES.HE WAS VERY POLITE & PROFESSICAL. AFTER BEING A MEMBER WITH AAA FOR OVER 20 YEARS, I DESERVED BETTER TREATMENT & RESPECT. I CANCELLED MY MEMBERSHIP WITH AAA THAT DAY. AAA HAS WRITTEN ME SEVERAL TIMES TO REINSTATE MY MEMBERSHIP. I HAVE WRITTEN AAA ON SEVERAL OCCASSIONS NOT TO CONTACT ME AGAIN ABOUT REJOINING. THEY HAVE CONTINUED TO DO SO DESPITE MY WRIITEN LETTERS NOT TO CONTACT ME AGAIN.Desired Settlement: I WANT AAA NOT TO CONTACT ME AGAIN BY ANY MEANS.I DO NOT WANT ANY MORE CORRESPONDENCES FROM THEM.

Business

Response:

Dear [redacted],

We have removed [redacted] from our marketing lists. She should not receive any more promotional materials. Accordingly, we consider this complaint closed.

Very truly yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been a AAA of NY member for 16 yrs. I called today to cancel my membership because I have found the towing customer service to be horrible. I was informed that I would have to pay a $10 early cancellation fee. This fee is absurd and unnecessary. It is similar to the fees that AAA is always complaining that motorists have to pay to use the roads.Desired Settlement: Refund of $10 fee.

Business

Response:

We have reviewed [redacted]'s complaint and issued a full refund of the cancellation fee deducted. The refund is issued to the method of payment used to join ,so if it was by credit card the refund will be to that card. By way of explanation, the Club has had an issue with members that join the Club when they need roadside assistance services and cancel promptly thereafter. The policy is intended to defray the expenses associated with the production and mailing of the plethora of materials generated. This was clearly not the situation with [redacted]'s household so we refunded the cancellation charge.Sincerely,Marta G[redacted] General Counsel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I appreciate the refund of my $10 the response from AAA is either misinformed or deceptive. I was a AAA Plus member for all but the first two years. You only can become a Plus member after a certain period of time during which you show that you have not abused the regular policy. According to the AAA response the $10 cancellation fee should never apply to a AAA Plus member, or to any member who has had the policy for over a certain period of time. If you have had the policy for two years you didn't obtain it to take advantage of the policy!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: 1- On January **, 2014, I called AAA and requested a tow on my 2003 Lincoln Navigator, NY Plates at my home address: [redacted]. Request for tow was made to the roadside assistance office at 02:36pm. See (Exhibit A), AAA New York Summons Affidavit from [redacted] on February **, 2014 received by facsimile at February **, 2014 at 03:16PM.

2- On February **, 2014 at 01:52pm, Monroe Auto charged me a total of $600.09 ($555.00 plus tax), for tow charged including hook up charge, 5 miles charge, winching and yard/gate fee. Please see (Exhibit B).

3- Multiple calls were made during February **, 2014 until February **, 2014 to call center at [redacted]. The reference number on this case is [redacted]. I spoke to a [redacted], [redacted] at the [redacted] office and he is aware of this situation.

* Double charged by authorized AAA provider (charged me instead of AAA request for tow)

* Did not accept credit card and request cash only. NY law required tow company to accept 2 forms of major credit card. Also no sign in business requesting "Cash Only", this incurred additional fees to storage per day.Desired Settlement: The situation my family and I experienced with Monroe Auto was unprofessional, malicious act intend to deceive, hostile action to achieve additional fees, discriminating and predatory business practice including and not limited to double charging, additional storage fee by not allowing charge card being accepted and only requesting “cash only” on February **, 2014. Please keep in mind that NY law requires tow companies to accept 2 major form of credit card. At the very least, this company DID NOT have any sign of “cash only” displayed in place of business.

Business

Response:

Review: I have been a AAA member since 1993. On Dec. **,2013 I called AAA for a Battery boost because my battery had too little charge to start the car. In all the years of membership (20)I have only used the service a handful of times and this is the second time the service has been unacceptable. My first call on Dec. ** was at 6AM and they said someone would be there by 7:05AM. No one showed. I called at 7:05 and they said the ETA was revised to 7:20AM. This went on for 5 calls in all after my first call at 6AM. At 8:25AM the serviceman finally arrived to give me a boost and I was able to start my car and finally drive to work. That's 2 and a half hours after I first called! Is that what I have been paying membership fees for 20years for? I called AAA from work and had them create a complaint. It is more than a week later and no one from AAA has contacted me to even apologize for the lousy service. I work in Customer Relations for a major international airline. We dont ignor our passengers valid complaints. I want someone from AAA to call me to apologize and give me a reason to continue my membership. There are other road services out there, some less expensive.Desired Settlement: I want a call with an apology and I want them to make a convincing case for remaining a member despite the lousy service lack of customer service for a long time member.

Business

Response:

Review: At the following website, AAA advertises an automotive service repair discount for it's members: [redacted] This is the copy for the advertisement: Member Benefits Include: Save 10% on all services, parts and labor when showing your valid AAA

membership at a participating Approved Auto Repair Shop. "Approved Auto Repair Shop" is a hyperlink to search for your local Approved Auto Repair Shop.

Restrictions for this advertisement are also given directly below on the same web page. The restriction copy states: Restrictions: This discount is not available on batteries and tires and cannot be combined with any other discount or coupon offer. Not valid on prior purchases. Must present a valid membership card at time of service.

Relying on these statements I had AAA tow my car to a AAA Approved Auto Repair Shop for service. When I asked the [redacted] of the shop about the 10% discount he said his shop doesn't participate in that program even though AAA refers his shop via that discount offer.

AAA needs to disclose that not all AAA Approved Auto Repair Shop will provide this discount and remove the hyperlink from the discount/offer that helps you search for Approved Auto Repair Shops.Desired Settlement: 1) An apology.

2) A revision/update to their website and all other relevant marketing material.

Business

Response:

The above referenced complaint was forwarded to my attention as counsel for AAA New York (“The Club”). A Club representative spoke with the member, apologized for the confusion and thanked him for bringing the matter to our attention so it can be avoided in the future. Additionally, the member was given the 10% discount he initially requested. Accordingly, we consider this complaint closed.

Review: I called this company to request a quote for my car insurance. They gave me initially 753$ for 6 months period. I then canceled my car insurance and called them to enroll. They told me that it was done in two phases:1) Become AAA member at the cost of $622) Access to excellent car insurance prices through their networkAfter enrolling with AAA, I initially discovered that the insurance they promised me for $753 went up to 804$. I then decided to drop one of the benefits (windshield coverage) and I got back the initial price offered. After 2 weeks I received a letter from the insurance company Mapfree they put me in touch with, that the policy was increasing by 60$.Desired Settlement: I want to cancel the AAA membership and receive my money back as it did not bring any benefit to me, it actually made me changing insurance and change it again with a huge cost I suffered in terms of hour dedicated to resolve this matter.

Business

Response:

Dear [redacted],

The above referenced complaint was forwarded to my attention as counsel for AAA New York (“The Club”). A review of [redacted]’s insurance quote reveals that the initial policy quote requested did not include full glass coverage. When [redacted] requested the glass coverage be added, the policy premium increased. [redacted] has requested in his desired settlement that we cancel his membership. We regret any misunderstanding on the coverage offered and are happy to issue a full refund to [redacted] and we therefore consider this issue resolved.

Very truly yours,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I would just want to point out that I never changed the policy terms. The initial car insurance price was given to me including the full glass coverage which was then taken out because during the two weeks period from when I fist called AAA to receive a quote to when I finally decided to go with them, the policy went up 30-40$ and to recoup them I took the full glass coverage out. The second increase I received from Mapfre which made me deciding this was not a fair treatment was related to certain mileages estimated from Mapfree, much higher than the miles I am doing with my car.

Review: I have had memberships in AAA on and off in NY and NJ for about 30 years. I moved to a relatively rural area and my requirements for service have changed as a result. My membership has always included memberships for my children so there were always 2 or 3 members on a membership with myself as the owner of the membership. This year I had a need for services numerous times. When the time for the renewal came up I requested an upgrade of my membership. I was denied based on the number of service calls in a given year. In conversation with the representative I was informed that some of the calls should have been placed on one of the other two cards and then I would not have gone over my limit. I questioned this since I had been informed the limit was 4 calls per membership. The representative stated that it was actually 4 calls per member (which included the 2 children). This information had never been previously disclosed to me and no where in the literature can I find this information. I had assumed that since all 3 names were under my membership that it was considered one membership and not 3. The representative stated that although the children were on my membership their cards had separate numbers and were also considered a membership. Had I been aware of this I would have used one of the other cards and never gone over my limit. When I placed the service calls the representative, who had the information in front of her, also never made me aware of this option.Desired Settlement: Upgraded membership as requested. I also feel the representatives taking calls should make members aware of other options if there is more than one person on a membership.

Business

Response:

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Dear [redacted],

The above referenced complaint was forwarded to my attention as counsel for AAA New York (“The Club”). Upon review of [redacted]’s roadside assistance usage, we have allowed [redacted] to upgrade her membership with the Club. Our member relations department spoke with [redacted] and she upgraded her membership and reinstated her daughter’s membership.

Very truly yours,

[redacted]

[redacted]

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Review: I signed up for [redacted] on sunday, june **,2014. Two days later my car wouldn't start. I called [redacted] after I got to my job to find out how long would it take for my roadside assistant before it becomes effective. The representative told me it would take 24 hours from application and that I could have my car to the mechanic. He asked me if I was with the car, I told him no and he stated that I would have to be with the car in order for the car to be towed. I told him that my husband was at the house with the car, the representative then advised me I could add my husband to the account for 48 more and they would have the car towed. I paid him the 48 dollars and he then started to set up the towing and now he informs me that it was only good for 3 miles and it would be $4.50 per mile. Now I want my husband to be canceled off the account because he has his own roadside assistant with his car and now I am told I will not be refunded. This is unlawful. The representative told me that in order to have my car towed I had to add my husband, after he took the payment, I was then told it was only for 3 miles and I would need to wait 5 days for it to be towed using my plus benefits. I just signed up and I am being ripped off. my accout # is [redacted]Desired Settlement: I want my husband to be removed off the account and I would like my 48 dollars refunded

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On tues February [redacted] I was stranded in New Jersey my car had broke down and I was in desperate need of assistance. I contacted AAA to become a member, I figured if I got the premium package I would be able to get my car towed back to New York in a much cheaper way. I called explained my situation to the customer representative and I clearly told him I needed the premium because I was in New Jersey and I needed to get home to New York and the premium would give me the most miles, I paid for the membership and my phone dies so I called back to ask for road assistance when another representive tells me I've been signed up for the basic package which only gives me 3 miles of service. At the time I only had $200 in my bank account and AAA charged me $97 leaving me with $100 and STILL stranded in New Jersey. I ask for a priority refund, I explained I had to ask friends and family members for borrowed money so I was able to get my car towed that day and I need the money as soon as possible and still I have not received it. I was told they refunded me on weds for only $52 but my bank says there's no trace of that money anywhere. I try calling their member services number and I can never get thru.Desired Settlement: Please I would like my money back.

Business

Response:

The above referenced complaint was forwarded to my attention as counsel for AAA New York (“The Club”). A review of our records shows that, subsequent to the filing of the complaint, the Club refunded all but a $10 nonrefundable enrollment fee. A Club representative spoke with [redacted], who confirmed the refund. Accordingly, we consider this complaint closed.