Brown's Tree Service

February 16, Re: Case ID # [redacted] In response to the member’s rejection: One January 3, 2016, the customer’s son, who is a AAA member, placed his request for emergency roadside assistance for a [redacted] Versa Upon review of the phone recording, it was confirmed that he requested to have the vehicle towed to our AAA Car Care Plus facility located on [redacted] AAA is a member organization and we do our best to take care of our members and customers, often times referring customers to the dealer when a repair is known to be covered under warranty In this instance, a vehicle diagnosis determined that the fuel pump needed replacement After the authorized repair was completed, it was found that the fuel pump was covered under the vehicle’s extended powertrain warrantyHowever, it’s important to note that powertrain warranties typically do not cover the fuel pump Rather, they normally cover the most crucial parts of the vehicle's operation, such as the engine, transmission system, and the drivetrain Since the vehicle did not qualify for the standard 36,000/three-year bumper-to-bumper warranty, and our service advisor was not aware of any coverage under an additional warranty, the customer was quoted for replacement of the fuel pump and the repair was authorized by the customer Our records show that after the vehicle was repaired and returned to the customer, she learned that the repair was covered under her vehicle’s powertrain warranty Upon informing AAA of this matter, our Car Care Plus manager attempted to rectify this matter with both [redacted] and her [redacted] dealer Unfortunately, neither [redacted] nor the dealer would move forward with the matter While it is ultimately the customer’s responsibility to understand her warranty coverages, AAA understands the frustration that the customer experienced upon learning that her fuel pump was covered under the extended powertrain warranty Furthermore, we recognize that the cost to [redacted] for repair would be lower than the cost to AAA to replace the part Accordingly, as a goodwill gesture, AAA has offered to provide a refund for the difference between the price the member paid for the repair and the cost of the repair to [redacted] In order to provide this refund, AAA requires written documentation of the cost to [redacted] for replacement of the fuel pump If [redacted] declines to provide the customer with the appropriate documentation, or declines to refund the remainder of the repair, we recommend that the customer pursue the matter with [redacted] directly AAA stands behind our promise to refund the customer the difference between the price the customer paid for the repair and the cost of the repair to [redacted] However, this refund can only be issued upon receiving the proper documentation from [redacted] If you have any further questions or concerns, please don’t hesitate to contact me directlySincerely, Katie [redacted] Senior Member Relations Analyst AAA Western & Central New York [redacted]

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]

We would like to thank our member for sharing his comments regarding his recent request for AAA battery service with the Revdex.com and AAA Western and Central New York While each AAA club in a particular region will have its own set of policies and procedures which may differ slightly from the club in which the membership resides, AAA holds all clubs to a high level of member satisfaction and we sincerely apologize if our member did not receive that from AAA East Central or AAA Mid-AtlanticAAA Western and Central New York has reviewed the matter with AAA Mid-Atlantic and AAA East Central We found that: • On August 28, 2013, a garage contracted with AAA Mid-Atlantic installed a C battery through the AAA all-inclusive battery testing and replacement service • On December 6, 2015, the member required battery replacement at his home, located in the territory covered by AAA East Central A battery for his vehicle was not in stock at the time, but was delivered and replaced on December 9, With the original battery under warranty, there was no cost for replacement According to the AAA Battery Application Guide, the replacement battery installed on December 9th, a DT, is the correct battery for the member’s vehicle While we understand that the member wants to purchase a different battery than the one recommended by AAA East Central, the Battery Application Guide does not permit installation of the desired battery In trying to resolve a situation between three states over three years, we feel that it would be in the best interest of the member to refund the entire battery purchase so he may purchase one that he feels best meets his needs We apologize for any inconvenience to the member in having to seek another battery, but we also see that trying to grant the member’s wishes is going to be quite difficult and we would like to get this situation resolved for him The receipt dated 8/28/shows a total purchase price of $ The member should expect a refund at his home address in 7-business daysPlease note that in reviewing the member’s concern, it was found that the location of his home residence is not within AAA Western and Central New York coverage area AAA Western and Central New York is bound by a AAA National mandate requiring that members belong to the club that services the location where they permanently reside As such, we are required to transfer his membership to AAA East Central upon expiry on May 31, AAA Western and Central New York is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide our members with peace of mind in unforeseen circumstancesOur member’s experience does not reflect the level of member care for which we’re known, and I can certainly understand his disappointmentIf you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with youSincerely, Katie GSenior Member Relations AnalystAAA Western & Central New York

As per the member’s request, AAA Western & Central New York has cancelled his AAA membership account and issued a refund in the amount of $to his payment card For his reference, I have attached a screen shot of the member’s receipt verifying the amount collected for his membership dues in October If the member has documentation indicating he paid an amount other than $71.50, he can forward it to me directly for considerationSincerely, Katie G Senior Member Relations Analyst AAA Western & Central New York

Thank you for contacting AAA Western and Central New York regarding our member’s request for emergency roadside assistance on January 21, We apologize if the driver and dispatcher were not professional and courteous at all times AAA requires our associates and contracted facilities to demonstrate a high level of professionalism and to assist each member to the best of their abilityI am sorry to hear that the member not given this same expert service Upon learning of the member’s concern regarding the overmiles, our supervisor confirmed that no overmiles were due and this emergency road service request would not count against his four allowable free service calls during the membership year In addition, the member can be assured that the his comments have been forwarded to the appropriate manager for internal follow up with the dispatcher and the driver involved On July 22, 2015, our Member Contact Center supervisor received an e-mail correspondence from the member In addition to expressing concern about the driver and dispatcher, the member indicated that there may be damage to the vehicle as a result of the driver’s roadside repairsAccordingly, our field representative met with the member on July 23, to investigate the suspected damage to the shifter cableOur field representative found that the shifter cable had no bearing on the shifting ability, and could have previously been broken or broken when the cable was removed for replacement Nonetheless, our field representative requested invoices for parts and labor for goodwill reimbursement consideration The member showed our field representative two invoices for parts and an additional estimate, requesting that AAA reimburse for the amount listed on the estimate Our field representative advised that AAA can only reimburse for expenses paidThe member requested that our field representative leave the premises Our field representative was unable to obtain copies of the invoices or photo documentation of the vehicle On July 24, 2015, our Member Contact Center supervisor received another e-mail correspondence from the member Subsequently, our field representative met with the member again and assured him that AAA would reimburse for the parts and labor upon completion of repairs The member showed the field representative an estimate and our field representative again advised that a reimbursement could be processed once payment for the repairs had been madeAgain, the member requested that our field representative leave the premisesAs the member refused to provide a copy of the invoice for parts and labor, no reimbursement was issued to the member As stated to the member previously, AAA has agreed to provide reimbursement of the parts and labor required to replace the shifter cable as a gesture of goodwill In order to receive a check for reimbursement, the member must submit a copy of a paid invoice, as AAA cannot provide reimbursement for an estimate As our offer to provide reimbursement for the parts and labor required to replace the shifter cable is a gesture of goodwill, AAA Western & Central New York will not provide the member and his wife a two-year complimentary premier membership Thank you again for contacting AAA regarding our member’s concernIf you would like to discuss this matter further, please feel free to contact me directly, and I’ll be happy to speak with you Sincerely, Katie G Senior Member Relations Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meLeaving me stranded and because of that my life being threatened and their answer is send me a check(I didn't send them a check).What has to happen someone has to be killed because AAA left them on the highwayWith that being said I have no choice but to except, cause nothing will be done to them for what they did to me Regards, [redacted]

Thank you for taking the time to share our member’s concern regarding her recent request for emergency roadside assistanceAAA emergency roadside assistance is available hours a day, days a week and is designed to assist members in an emergency, when the vehicle a member is either driving or riding in becomes disabled When the member called for service on March 16, 2017, AAA provided service as promised under the terms of AAA membershipAccording to the terms of AAA membership, towing service is available when the vehicle cannot be safely driven after attempting other available emergency services The benefit is limited to one tow per breakdown As with all terms of membership, this policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com As you can see from the attached guide, many important policies and procedures accompany AAA membershipIt would not be appropriate to highlight only the policy in question on our advertisements and promotions as the member suggests Rather, members are provided the Terms & Conditions Guide at enrollment, and it is ultimately the member’s responsibility to become familiar with the policies and procedures outlined in the guideEach of the four members on this AAA account is entitled to four free service requests per membership year, provided each request is made under the terms of membership While the Primary member has three requests remaining for the current membership year, towing is limited to one tow per breakdown Accordingly, when the member called AAA on March 17th to request a tow for the same vehicle towed on March 16th from the shop to where AAA had towed it the previous day, the member was advised that this tow request was not covered under the terms of her AAA membership account Understanding that the AAA benefit for this particular service call had been exhausted but that the member desired to have her vehicle repaired elsewhere, AAA offered to provide a tow at our private service rate However, the member declined the solution and her concern was escalated to our Member Relations DepartmentAfter speaking to the department supervisor, the member asked to further escalate the concern Because the member’s request is clearly not covered under AAA membership, further escalation was unnecessary The member asked for the mailing address of the CEO of AAA Western and Central New York and was provided with that information AAA strives to provide the greatest number of benefits at the most reasonable cost to our members In order to keep membership dues at a reasonable rate for the majority of our members, we must adhere to the towing guidelines outlined in the terms of AAA membershipI trust the member can appreciate this necessity and hope this adequately explains why AAA respectfully declines to reimburse the member for her private service tow on March 18, Thank you again for sharing our member’s feedbackIf you have any additional questions, please feel free to contact me directly, and I’ll be happy to speak with youSincerely, Katie GMember Relations Supervisor AAA Western & Central New York

The ***/ [redacted] family owns several homes is various states This membership should remain with the primary card holder address in [redacted] , NYWhile it is difficult to comprehend why a replacement 34C battery was not available and the substitute battery took three days to arrive, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution in is satisfactory to me Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am extremely happy that this did not have to go any further Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Nissans price for the part is $, however, the part and all would have been covered under warrantyI don't feel they are responsible for any of this, you did the work assuming it wasn't covered, you should have checked firstFurthermore, this could have all been avoided if you would have taken the vehicle to the place I asked for in the first place Regards, [redacted]

Thank you for sharing our member’s responseWe are pleased to hear that the member was satisfied with the service she received from her repair shopIn our member’s response, she requests that we advise members about our one tow per breakdown policy upon enrollment As stated in our previous correspondence, AAA does indeed do so More specifically, the policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com Furthermore, AAA features a 30-day refund policy, in which any members dissatisfied with the Terms and Conditions of their membership can receive a refund of their membership dues within days of enrollment, minus the cost of any services usedAgain, many important policies and procedures accompany AAA membership and it would not be feasible to review them all verbally upon enrollment, nor would it be appropriate to advise members only of the policy in questionOur member enrolled on August 4, 2015, allowing her ample time to review the Terms & Conditions Guide she received upon enrollment While we regret that our member was not aware that AAA provides only one tow per breakdown, ultimately, it was her responsibility to become familiar with the terms of her membership Accordingly, AAA Western and Central New York stands by our initial response and respectfully declines to reimburse the member for her private service tow on March 18, Thank you again for sharing our member’s response If you have any questions, please don’t hesitate to contact me and I’ll be happy to assist youSincerely, Katie GMember Relations Supervisor AAA Western & Central New York

Thank you for contacting AAA Western and Central New York regarding our member’s AAA membership cardWe apologize for his wait and appreciate his continued patience I have reviewed our records and noted that the member enrolled as a AAA Plus level member on October 27, As the member was eligible for a promotion, he paid his annual dues in the amount of $ His first membership card was ordered upon enrollment and mailed to the address listed on his account at the time of enrollment: [redacted] ***, [redacted] , NY *** The member should have received his card within two weeks from the day it was ordered On, February 23, 2016, the member contacted AAA to request that another membership card be mailed to the same address in [redacted] , NY Unfortunately, AAA has no record that an additional card was mailed to the member in February We take member service issues very seriously, and I would like to stress that his experience this is not consistent with the standards of AAAOur member can be assured that we will take appropriate steps to address the matter internally AAA will gladly honor the member’s request and refund his membership dues in the amount of $71.50; however, I would like to invite our member to continue his membership with AAA Western and Central New YorkA membership card can be mailed to him promptly upon verification of his current home address Our member can contact me directly at ###-###-####, ext [redacted] or [redacted] @***.com to provide his current mailing address and he can be assured that a new membership card will be mailed immediately so that he can enjoy all of the great AAA member benefits available to him We look forward to a response from our member advising which option would best resolve the matter Thank you again for allowing us the opportunity to address our member’s concernWe appreciate his membership with AAA Western and Central New York and look forward to serving him in the futureIf you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you Sincerely, Katie GSenior Member Relations Analyst AAA Western & Central New York

Thank you for sharing our member’s concern regarding damage to his vehicle’s engine At AAA Western and Central New York, it is always our goal to objectively investigate claims that arise in relation to our emergency roadside assistance services Please be assured that the member’s complaint has been thoroughly investigated and our findings were vetted among multiple industry expertsAfter conferring with a [redacted] Automotive Service Manager and four [redacted] Master Techs from independent repair facilities, all parties concurred that the member’s vehicle is equipped with electronic fuel injection and rev limiters which prevent the engine from running at excessive RPMs and forcing extra fuel supply to the cylinders Accordingly, these features prevent the engine from running at sustained high revolution to ensure damage does not occurFurthermore, our roadside technician indicated the vehicle only ran for a few seconds and did so at idling speedIn regards to the written information the member received pertaining to his roadside assistance request; our driver inadvertently chose the incorrect code from his drop down selection while closing out the service callWe were not dispatched to the scene of disablement for a fuel pump problem with his vehicle, nor did we perform a “fuel pump tap.” This was a simple clerical errorIn closing, our findings do not substantiate the member’s claim, and it is our contention that AAA bears no negligence for the service renderedAAA respectfully declines to reimburse the member for the costs he incurred to repair his engineSincerely, Katie GMember Relations Supervisor AAA Western & Central New York

Thank you for contacting AAA Western and Central New York regarding our membership donor’s concern AAA extends our sincere apologies that the member service representatives did not remain professional and polite at all times Be assured that this is not reflective of the service provided by AAA AAA strives for a high level of professionalism and our associates are required to assist each customer in such a mannerI am sorry to hear that the donor was not given this same expert service Upon receiving his concern, our member relations analyst reached out to the donor via telephone to apologize for both the technical error that led to his concern and the service he received in regards to his concern The donor has been advised that AAA has credited both gift memberships for their annual membership dues as per his settlement request to the Revdex.com In addition, our analyst has assured our donor that she will follow up internally with the associates involved to help ensure that this type of incident is never repeated We would like to thank our donor again for sharing his feedback We can certainly understand his frustration over the service he received and hope that our actions can redeem the situation to the extent possibleIf you have any further questions regarding this matter, please feel free to contact me, and I’ll be happy to speak with youSincerely, Katie GMember Relations Supervisor AAA Western & Central New York

Thank you for taking the time to share our complainant’s concern regarding the types of vehicles that are covered under the emergency roadside assistance benefitI appreciate her feedback and hope I can clarify our policyUnder the guidelines of AAA membership, service applies to all properly
licensed four-wheeled motor vehicles of the passenger, pleasure or recreational type (including vans, campers and motor homes), if those services can be safely deliveredDual-wheeled vans, utility, boat and snowmobile trailers are not eligible for serviceThese terms are explained more fully in our AAA Terms and Conditions Guide attached to this response. The Terms and Conditions of membership are provided to every member upon enrollment, are available by request, and can be viewed anytime on ***.com I have reviewed our records and found that the complainant is the manager of a AAA fleet account. AAA fleet accounts are non-traditional as they cover a specific vehicle, rather than a member. The original vehicle listed on the fleet account is a *** *** Van. As a four-wheeled vehicle, the van was eligible for emergency roadside assistance under the AAA fleet membership account. On September 16, 2017, we received a call requesting a tow for a vehicle under this fleet account, however the vehicle had a different year, make, model, and license plate than the vehicle listed on the membership account. The individual requesting service indicated that this is the vehicle the church has had since and AAA was advised previously; however, our associate found no record that the vehicle listed on the fleet account had been changed The associate offered to change the vehicle listed on the account; however, the vehicle that required coverage is not a vehicle that is covered under the AAA emergency roadside assistance benefit as described above. On September 20, 2017, the complainant contacted AAA indicating that she was previously advised her current vehicle was not covered when service was requested in September The vehicle was described as a van, possibly seating up to people. The associate changed the vehicle on the account to reflect the new vehicleThe AAA associate did not advise that the vehicle was not covered under the AAA emergency roadside assistance, as many extended passenger vans have four wheels and are coveredAAA strives for a high level of expertise and our associates are required to assist each member in such a manner. I am sorry to hear that the associate was unable to ascertain the exact nature of the vehicle in order to determine if it was covered by our emergency roadside assistance benefitPlease be assured that I have shared this concern with our management team for proper follow up with the associate involved When service was requested again in October, it was confirmed that this vehicle was not covered under the AAA emergency roadside assistance benefit and our member relations team reviewed the matterIn recognizing that the complainant had a vehicle that was not covered under AAA membership, a full refund of this year’s membership dues was issued. While it is ultimately the fleet account manager’s responsibility to advise AAA of any changes to the account such as address, phone number, or vehicle type, as an additional gesture of goodwill, our member relations analyst issued a refund for one additional year of membership dues. While the complainant has requested a refund from through 2017, our records show that emergency roadside assistance was provided to the member as recently as the 2012-membership year. In addition, there are no notes on the membership account indicating that service had been denied prior to the 2012-membership yearDue to the time elapsed and without a documented change of the covered the vehicle, it is impossible to determine which vehicle was serviced during the 2012-membership year or which vehicle the fleet account intended to cover through September 2017, when the vehicle change was first reportedNonetheless, as an additional gesture of goodwill, AAA has agreed to refund the three additional years of membership dues paid since the member last received service during the 2012-membership year. The complainant will receive a check in the amount of $within 7-business daysThank you again for sharing the complainant’s feedbackyou have any additional questions, please feel free to contact me directly, and I’ll be happy to speak with you Sincerely, Katie GMember Relations Supervisor AAA Western & Central New York

Revdex.com spoke to Katie at business and the following was relayed: There was a technical glitch with ***.com that was affecting whether a donor was clicked for one time or for every timeThe associates did not suspect this issue as it was unknown prior and questioned whether the member had changed the optionWe were able to have the technical glitch corrected and it is no longer an issueThe associates should have contacted the member back and this was addressed with them and what is expectedThe member was given complimentary gift memberships for

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is now becoming farcical - AAA’s story has changed yet again, adding the claim that I asked their driver to try to start my car. One would think this would be a very important detail in the dispute. Why has this “fact” never been brought up before in all these months? In regards to the owner’s manual, AAA is, deliberately or otherwise, not comprehending the language of the manual as it is written. The manual states, “Do not run your engine at high speeds when it is cold.” Any English teacher will tell you that the “it” in that sentence refers to the engine (a cold engine, not recently run, with low oil pressure and not properly lubricated) and not the weather. That is why there is a completely separate sentence, which follows the one above, with an additional warning about how to treat the car when external temperatures are lowAAA’s monotonous excuse about rev limiters and fuel injection is just noise and has absolutely no bearing in this case, becausemy engine WAS damaged (see Fact #below), regardless of their obviously inaccurate position that it could not have beenFACTS: 1. I called for a tow, but instead their driver negligently mishandled my car having no business, right, or permission to do so. The engine blew as he was behind the wheel with the gas pedal floored2. AAA admits that their driver started the car, and that it ran, but according to AAA nothing out of the ordinary occurred during the process. But then the driver towed the car to the repair shop where I had initially requested it be taken. Why was this necessary, if it was running normally, as AAA claims? Once there, immediately after the car was dropped by the driver, it was verified by the shop owner (a AAA certified shop, by the way) that my engine was seized. (This fact was also subsequently verified by AAA’s own claim adjuster.) Somehow, between the point where the driver was operating the car “normally” and when it was dropped at the shop, while the vehicle was entirely under the control of AAA, the damage occurred. How? Magic? 3. My version of the event (which is corroborated in writing by a second person who was present), has been consistent from the beginning, when I first reported the incident to AAA immediately after it occurred. 4. The driver’s story has changed or been embellished several times over the course of the dispute. Now he claims that I asked him to start my car. He goes further by saying that I asked him not just once to do so, but twice (this overkill is a classic example of a liar protesting too much). His ever-changing version of the event should make any reasonable person suspect his credibilityFinally, AAA’s insistence that I provide a subpoena to get something as simple as the driver’s last name just proves my point that AAA wants to make it as difficult and/or expensive as possible for me to pursue this claim via legal channelsBased on all the documentation provided in this complaint, there is no question that AAA should be liable for the damage to my vehicle. It is inconceivable to me that an established business would refuse to accept what is clearly their responsibility, and would treat a customer in such a shabby way. Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please have them them reimburse me every penny I paid them for all my headachesMy address is on file and will provide it againThey can send a check to the following address; *** *** *** *** *** ny ***
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** called, AAA is giving her a check for $