AutoVantage

Thank you for your correspondence regarding [redacted] ’s concerns with AutoVantage, a service provided by [redacted] CorporationBy way of background, AutoVantage is part of an established membership-based discount service company As a member of AutoVantage, consumers would be billed to the credit or debit card account that they provide The terms of our agreements currently are that in order to ensure uninterrupted service, a membership would be automatically renewed each month or year at the then-current monthly or annual membership fee Please be assured, however, that our members may contact us at any time to cancel and owe nothing further To ensure that consumers are satisfied, we process cancellation requests promptly We do apologize for any inconvenience that Mr [redacted] may have experienced and hope that this matter has been resolved to his satisfaction Sincerely, [redacted] Customer Relations

Thank you for your correspondence regarding [redacted] ***’s concerns with AutoVantage, a service provided by [redacted] , LLC Feedback such as his provides us with the opportunity to re-examine our procedures, make changes where necessary, and continually strive for increased customer satisfaction After researching his concerns, we found that Mr [redacted] called for roadside assistance on March 14, At that time, Mr [redacted] did not have an active membership with us, which is why he was charged a $service fee Mr [redacted] can be assured that we have requested that he be reimbursed for the $fee, and he will be receiving a reimbursement check in the mail In addition, Mr [redacted] currently has an active membership in our AutoVantage Gold program We apologize for any inconvenience that Mr [redacted] may have experienced and hope that this matter has been resolved to his satisfaction Sincerely, Jason ACustomer Relations

Thank you for your correspondence regarding [redacted] ***’s concerns with his AutoVantage membership Feedback such as his provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction According to our terms and conditions, we would not normally reimburse a member for roadside assistance obtained through another source unless we were unable to assure timely dispatch of service Per the AutoVantage Benefit Terms provided to consumers on the AutoVantage website, “Emergency Roadside Assistance service obtained through any source other than Road America Motor Club is not covered and is not reimbursableYour Membership must be active, and You must contact Our 24-hour, toll-free number to have an authorized network service provider dispatched to Your assistanceIn the event that We are unable to assure timely dispatch of emergency roadside assistance service (including but not limited to emergency roadside events occurring on state restricted highways), You will receive an authorization number to obtain service from another service providerUpon Your written request, including the authorization number and original receipt(s), You will receive a refund of payments made according to Your Program's benefit and coverage limits for services secured independently (see "Reimbursement Procedures" below)THIS IS NOT A ROADSIDE ASSISTANCE REIMBURSEMENT SERVICE.” In situations where roadside assistance reimbursement is requested, our reimbursement procedures state that, “To receive a refund for preauthorized emergency roadside assistance service that You pay for/arrange, please provide the following information for verification records: a legible, original (not a photocopy), pre-printed, itemized receipt showing the name, address, and telephone number of the commercial garage, service station, locksmith, or other licensed repair facility providing the service, detailing the date of disablement and amount charged for emergency towing/wrecker/road service/lock-out, and describing in detail the cause of the disablement, along with Your name, referral number, address, and Membership number.” We regret any misunderstanding concerning the terms of our serviceAs a one-time exception, Mr [redacted] may either e-mail ( [redacted] @ [redacted] .com) or fax (###-###-####) me a copy of his itemized receipt showing the amount that he was charged for reimbursement of his roadside assistance expenses We apologize for any inconvenience that Mr [redacted] may have experienced and hope that this matter has been resolved to his satisfactionSincerely, Jason ACustomer Relations

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 would like to point out on the attached screenshot of your website. Second paragraph from the bottom says "If you prefer to use your own tow service, you must receive a referral number from us first, so call the toll-free number at all times. Save your receipts, you'll be reimbursed after".  That statement on your website clearly makes it my choice. You are saying it's my preference. What's really sad is the towing place I found only charged $25 to tow the car, since his business was only few miles away. Not only was a I trying to save myself some time and aggravation, I was trying to save Autovantage money as well by getting it at such a low price. I'll have to find me a new Roadside assistance provider that doesn't mislead people with incorrect information on the first page of the site. Only to find that statement "If you prefer to use your own tow service" is completely false. It shouldn't even be there, that form of deception is what caused me to cancel my membership as of today.
Regards,
[redacted]

Thank you for your correspondence regarding [redacted]’s concerns with AutoVantage, a service provided by [redacted] Corporation. By way of background, AutoVantage is part of an established membership-based discount service company.  As a member of AutoVantage, consumers would be...

billed to the credit or debit card account that they provide.  The terms of our agreements currently are that in order to ensure uninterrupted service, a membership would be automatically renewed each month or year at the then-current monthly or annual membership fee.  Please be assured, however, that our members may contact us at any time to cancel and owe nothing further.  To ensure that consumers are satisfied, we process cancellation requests promptly.   We do apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.  Sincerely, [redacted] Customer Relations

Thank you for your correspondence regarding [redacted]’s concerns with his AutoVantage membership.  Feedback such as his provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.   According to...

our terms and conditions, we would not normally reimburse a member for roadside assistance obtained through another source unless we were unable to assure timely dispatch of service.  Per the AutoVantage Benefit Terms provided to consumers on the AutoVantage website, “Emergency Roadside Assistance service obtained through any source other than Road America Motor Club is not covered and is not reimbursable. Your Membership must be active, and You must contact Our 24-hour, toll-free number to have an authorized network service provider dispatched to Your assistance. In the event that We are unable to assure timely dispatch of emergency roadside assistance service (including but not limited to emergency roadside events occurring on state restricted highways), You will receive an authorization number to obtain service from another service provider. Upon Your written request, including the authorization number and original receipt(s), You will receive a refund of payments made according to Your Program's benefit and coverage limits for services secured independently (see "Reimbursement Procedures" below). THIS IS NOT A ROADSIDE ASSISTANCE REIMBURSEMENT SERVICE.”   In situations where roadside assistance reimbursement is requested, our reimbursement procedures state that, “To receive a refund for preauthorized emergency roadside assistance service that You pay for/arrange, please provide the following information for verification records: a legible, original (not a photocopy), pre-printed, itemized receipt showing the name, address, and telephone number of the commercial garage, service station, locksmith, or other licensed repair facility providing the service, detailing the date of disablement and amount charged for emergency towing/wrecker/road service/lock-out, and describing in detail the cause of the disablement, along with Your name, referral number, address, and Membership number.”   We regret any misunderstanding concerning the terms of our service. As a one-time exception, Mr. [redacted] may either e-mail ([redacted].com) or fax (###-###-####) me a copy of his itemized receipt showing the amount that he was charged for reimbursement of his roadside assistance expenses.  We apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction. Sincerely, Jason A. Customer Relations

Thank you for your correspondence regarding [redacted]’s concerns with AutoVantage, a service provided by [redacted], LLC.  Feedback such as his provides us with the opportunity to re-examine our procedures, make changes where necessary, and continually strive for increased customer satisfaction. ...

  After researching his concerns, we found that Mr. [redacted] called for roadside assistance on March 14, 2016.  At that time, Mr. [redacted] did not have an active membership with us, which is why he was charged a $79.95 service fee.  Mr. [redacted] can be assured that we have requested that he be reimbursed for the $79.95 fee, and he will be receiving a reimbursement check in the mail.  In addition, Mr. [redacted] currently has an active membership in our AutoVantage Gold program.    We apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.     Sincerely,   Jason A. Customer Relations