AAA Arizona responded to a request to unlock a vehicle with keys inside the cabin on a on her 1993 Lexus GS300 on April 19, 2014. During the service call, the driver was advised by the member that multiple, attempted break-ins had recently occurred to her vehicles, causing damage. Following the call... a damage claim was submitted by the member [redacted] on April 19, 2014. It was claimed that the weather stripping on the passenger side door was damaged during a lockout service call performed on the 19th. Upon notification, we made several attempts to contact our member to perform an investigation on the claim, unfortunately, these calls were not returned to our Fleet Manager. After exhausting our efforts to contact the member, we sent a follow-up letter notifying her that until we received a call back, the matter was closed. On November 15, 2014, a second damage claim was made by the member for a separate incident. This claim alleged that the same vehicle was damaged when a driver ran it into a tree during tow service, resulting in similar damage as the prior claim in April. At that time, the vehicle was inspected by a Fleet Supervisor, and determined that damage was not consistent with the recent service provided. Additionally, there was no mention by the member of the previously claimed damage on the exact same area of the vehicle from months prior. Please see the contact timeline below: 4/26/14- Fleet Manager attempted to call membership number on file to discuss and set up an inspection appointment for damage investigation. Left voicemail.5/1/14- Fleet Manager called again and a male answered stating that this was the wrong # and he did not know anyone named [redacted] . 5/16/14- Member called into general call center, escalated to Member Relations department claiming she had not received contact yet. Member Relations Specialist collected preferred phone number provided by the member and advised the Fleet Manager. . Specialist also provided member with Fleet Manager’s direct telephone extension.5/19/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.5/27/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.6/2/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.6/2/14- Fleet Manager mailed “Unable to make contact” letter to membership address, requesting returned communication to set up the inspection.7/25/14- Member called AAA call center to place a complaint about a recent service delay, AAA removed entitlement for reported delay on her RA service8/8/14- Fleet Manager advised that the member called back so he called, left VOICEMAIL advised will need to respond back to begin investigation on weather stripping.11/15/14 Member called, claiming same damage to her vehicle, however, she is currently claiming door damage was caused by the vehicle hitting a tree during a tow on 11/15/14.11/18/14- Full Service Manager made contact with member, advised that car was out front for us to come look at.11/19/14- Full Service Supervisor and Driver went out to take pictures and inspect the vehicle for the alleged damage. At that point, it was determined that the damage was not consistent with the service provided on 11/15/14.11/21/14- Full Service Manager called, reached member, she advised she couldn’t talk and asked that we call back to leave a voicemail. Left voicemail.11/25/14- AAA received call from member; member left voicemail.11/26/14- Full Service Manager called, left voicemail, sent denial of damage letter12/17/14- AAA received a call from the member claiming no contact from her damage claim, AAA advised claim was denied. Member was not satisfied with this, claiming that she also wanted AAA to repair water damage that has since occurred from the alleged damage.1/14/15- AAA received call from member; AAA advised claim was denied.1/15/15- Member filed [redacted] case # [redacted] At this point, AAA Arizona is still willing to look into her original claim on damage to the weather stripping, however all other facets of her damage claims have been denied after the inspection and investigation performed on 11/19/14. Furthermore, AAA Arizona is not responsible for any additional damage that occurred due to the delay in response on behalf of the member including, but not limited to, water damage.
AAA Arizona responded to a request to unlock a vehicle with keys inside the cabin on a on her 1993 Lexus GS300 on April 19, 2014. During the service call, the driver was advised by the member that multiple, attempted break-ins had recently occurred to her vehicles, causing damage. Following the call... a damage claim was submitted by the member [redacted] on April 19, 2014. It was claimed that the weather stripping on the passenger side door was damaged during a lockout service call performed on the 19th. Upon notification, we made several attempts to contact our member to perform an investigation on the claim, unfortunately, these calls were not returned to our Fleet Manager. After exhausting our efforts to contact the member, we sent a follow-up letter notifying her that until we received a call back, the matter was closed. On November 15, 2014, a second damage claim was made by the member for a separate incident. This claim alleged that the same vehicle was damaged when a driver ran it into a tree during tow service, resulting in similar damage as the prior claim in April. At that time, the vehicle was inspected by a Fleet Supervisor, and determined that damage was not consistent with the recent service provided. Additionally, there was no mention by the member of the previously claimed damage on the exact same area of the vehicle from months prior. Please see the contact timeline below: 4/26/14- Fleet Manager attempted to call membership number on file to discuss and set up an inspection appointment for damage investigation. Left voicemail.5/1/14- Fleet Manager called again and a male answered stating that this was the wrong # and he did not know anyone named [redacted] . 5/16/14- Member called into general call center, escalated to Member Relations department claiming she had not received contact yet. Member Relations Specialist collected preferred phone number provided by the member and advised the Fleet Manager. . Specialist also provided member with Fleet Manager’s direct telephone extension.5/19/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.5/27/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.6/2/14- Fleet Manager called member at preferred phone number, left voicemail with contact information requesting a call back to set up an appointment to inspect vehicle.6/2/14- Fleet Manager mailed “Unable to make contact” letter to membership address, requesting returned communication to set up the inspection.7/25/14- Member called AAA call center to place a complaint about a recent service delay, AAA removed entitlement for reported delay on her RA service8/8/14- Fleet Manager advised that the member called back so he called, left VOICEMAIL advised will need to respond back to begin investigation on weather stripping.11/15/14 Member called, claiming same damage to her vehicle, however, she is currently claiming door damage was caused by the vehicle hitting a tree during a tow on 11/15/14.11/18/14- Full Service Manager made contact with member, advised that car was out front for us to come look at.11/19/14- Full Service Supervisor and Driver went out to take pictures and inspect the vehicle for the alleged damage. At that point, it was determined that the damage was not consistent with the service provided on 11/15/14.11/21/14- Full Service Manager called, reached member, she advised she couldn’t talk and asked that we call back to leave a voicemail. Left voicemail.11/25/14- AAA received call from member; member left voicemail.11/26/14- Full Service Manager called, left voicemail, sent denial of damage letter12/17/14- AAA received a call from the member claiming no contact from her damage claim, AAA advised claim was denied. Member was not satisfied with this, claiming that she also wanted AAA to repair water damage that has since occurred from the alleged damage.1/14/15- AAA received call from member; AAA advised claim was denied.1/15/15- Member filed [redacted] case # [redacted] At this point, AAA Arizona is still willing to look into her original claim on damage to the weather stripping, however all other facets of her damage claims have been denied after the inspection and investigation performed on 11/19/14. Furthermore, AAA Arizona is not responsible for any additional damage that occurred due to the delay in response on behalf of the member including, but not limited to, water damage.