Brown's Tree Service

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, 2015.
As the member was eligible for a promotion, he paid his annual dues in the amount of $71.50. His first membership card was ordered upon enrollment and mailed to the address listed on his account at the time of enrollment: *** *** *** ***, ***, 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 ***, 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*** or ***@***.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

February 16, Re: Case ID #*** 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 *** 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 *** *** 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 *** and her *** dealer. Unfortunately, neither *** 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 *** 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 ***In order to provide this refund, AAA requires written documentation of the cost to *** for replacement of the fuel pump. If *** 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 *** 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 ***. However, this refund can only be issued upon receiving the proper documentation from *** If you have any further questions or concerns, please don’t hesitate to contact me directlySincerely, Katie *** Senior Member Relations Analyst AAA Western & Central New York *** *** *** *** ** *** *** *** *** *** *** ***

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
I appreciate the credit for the yearly membership. And I am not interested in ever knowing what internal disciplinary action they took, if any with the employees who treated me badlyBut most important is, yes I agree that someone should have called me backThis is what is most upsetting to me as a memberAnd I would really like to know why a 3rd level supervisor (Jeff) did not return my call within the minutes that was promised to me by his assistant. In fact he never returned my call that day or any dayWas I not important enough? Did he not like me? Was he just to busy? Did he not know what to sayDid he think I didn't deserve a call back? I would like to know if I was the exception or is this how he treats everyone?
Regards,
*** ***

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

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

March 23, Re: Case ID#*** Dear Sir or Madam: We would like to thank our member for sharing his concern regarding his recent request for emergency roadside assistance and subsequent request for reimbursement. We sincerely apologize for any confusion regarding the status of
his free call allotmentAfter reviewing the matter, I contacted the member to advise that the service call on November 22, will not count as one of his four free service calls for the membership year. In addition, I have issued a check in the amount of $148.56, the remainder of the costs incurred by the memberThank you again for bringing this matter to our attentionIf you have any questions, please feel free to contact me directly, and I’ll be happy to speak with youSincerely, *** *** *** *** *** *** AAA Western & Central New York International Drive Buffalo, NY *** *** ***
*** ***
***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me The $refund is accepted and thank you
Regards,
*** ***

Thank you for contacting AAA Western and Central New York regarding our member’s recent request for emergency road service. I apologize that our driver damaged his fence while providing emergency roadside assistance on March 16, Upon learning of the damage to our member’s fence, our
damage investigator contacted him to arrange an inspection of the damaged property. Our investigator found that one section of the fence would require replacement. Accordingly, the member was advised to provide our damage investigator with an estimate for review, which is necessary to issue proper reimbursement for repairsWhile AAA is a leader in the automotive industry and can confidently recommend our Approved Auto Repair facilities for vehicle maintenance and repairs, we are not experts in the fencing business and could not ensure that any particular contractor would provide quality workAccordingly, AAA affords the member the opportunity to choose a properly licensed contractor that he feels will provide quality repair work for his damaged fence. To ensure timely reimbursement of his fence repairs, AAA requests that the member send an estimate for repairs to our damage investigator, Charles W., at *** *** ***, *** ***, ***, NY ***. It can also be sent to his attention via fax at ###-###-#### or e-mail at ***@***.comThank you again for sharing our member’s feedback. AAA understands that scheduling contractors to obtain an estimate is an added inconvenience for our member. In recognition of this inconvenience and as a gesture of goodwill, I’ve placed a complimentary three month extension to the member's AAA membership account. A membership card featuring his new expiry date will arrive at the address listed on his membership account via postal mail within business daysIf you have any questions or if you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with youSincerely, Katie GMember Relations Supervisor AAA Western & Central New York

January 29, Re: Complaint ID #***Dear Sir or Madam:Thank you for sharing this complaint regarding our AAA member’s recent experience at our Car Care Plus vehicle maintenance and repair facilityAfter reviewing the comments, we see that the complaint was not submitted to the RevDex.com by the member, but rather his car dealership. Please be assured that our Car Care Plus manager has been working with the member and his mother regarding the recent vehicle repair and will continue to do soFurthermore, to our knowledge, any questions or concerns expressed about the recent request for emergency roadside assistance or the vehicle repair completed at AAA Car Care Plus have been addressed to the member’s satisfaction. However, as AAA is not able to release details regarding the member’s account to the Revdex.com without the member’s request or consent, AAA cannot provide any additional information at this time. If you have any further questions or concerns, please don’t hesitate to contact me directly.Sincerely,Katie ***Senior Member Relations Analyst AAA Western & Central New York*** *** *** ** *** *** *** ***

Thank you for taking the time to share our member’s concern regarding her annual AAA membership paymentI appreciate her feedback and hope I can clarify the matterAfter reviewing the member’s concern, I found that at the time the membership was renewed in 2015, the member had authorized the
membership account to be enrolled in our Automatic Credit Card Renewal program. A copy of the remittance statement is attached for your referenceIn addition, on March 14, 2016, a billing notice was mailed to remind the member of the scheduled chargeIn the attached sample billing notice, you’ll see that the notice indicates that the credit card on file (the last four digits of the credit card are printed on the notice), will be automatically billed. In addition, a notification sticker is placed on the AAA membership card attached to the statement. Accordingly, the annual membership dues in the amount of $were charged automatically on April 20, 2016. We sincerely regret any frustration or inconvenience this experience has caused our member. Upon learning of this concern from the Associate member, the annual membership dues were refunded the same day, April 22, 2016, as per his requestFurthermore, to avoid this situation in the future, we have removed the automatic renewal option from the AAA membership accountHowever, the Associate member was advised that AAA cannot refund an overdraft fee charged by the bank, particularly in the case of an automated renewal request made by the card holder. Though our billing dates vary by expiry, the member was notified of the upcoming authorized charges in the renewal statement in order to prepare the bank account for the withdrawal of dues. The member was also provided ample time to cancel the auto billing if it was no longer desired. In addition, the member’s overdraft fee was not issued by AAA, but rather issued by the member’s banking institution in accordance with the terms of their agreement. As such, I trust you can understand why AAA cannot refund the overdraft feeIf you have additional questions regarding this matter, please feel free to contact me, and I’ll be happy to speak with youSincerely, Katie GSenior Member Relations Analyst AAA Western & Central New York

March 29, 2016Re: Case ID# ***Dear Sir or Madam,Thank you for contacting AAA regarding our member’s recent request for Emergency Roadside Assistance in Wauchula, FloridaWe apologize that he was not satisfied with his experience. Our attempts to contact the member regarding his concern
on March 21, and March 23, were unsuccessful.While our member’s AAA membership covers him anywhere throughout the U.Sand Canada, 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 his membership residesNevertheless, AAA holds all clubs, no matter which region they come from, to a high level of member satisfaction and we regret that he did not receive thatPlease be assured that after receiving his concern, I followed up with the Member Relations Department from AAA Auto Club Group- Southern Region. They have assured me that this has been forwarded to the appropriate manager for proper follow up with all associates involved. AAA is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide 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 disappointmentAs the member suggests, to help rectify the situation, I have issued a full refund of the Associate membership dues and the optional RV Rider. A check in the amount of the $will be mailed to the address listed on his AAA membership account within 7-business days and the member can be assured that his benefits will remain in full force and effect throughout the remainder of his membership yearThank you again for sharing our member’s experienceI can certainly understand his frustration over the service he received and hope that my action can redeem the situation to the extent possibleIf you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you.Sincerely,Katie GaglianoSenior Member Relations AnalystAAA Western & Central New YorkInternational DriveBuffalo, NY 14221716-633-ext78205716-929-(fax)[email protected]

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
I do not agree with thisAAA is starting out by giving INFORMATION The investigator met with me one (1) time ONLY! The guy became RUDE and I requested that he left the premises where the truck was being servicedIf AAA listen to the recordings of my calls on the night in questioned, they would hear the entire conversationAlso, It was because of their driver who broke the Shift Cable off the linkage which he was only asked to "tow the truck less than mile away"It seems as if AAA has no intentions on trying to bring a "voluntary resolution" to this problemI would have accepted the 2yr membership as satisfaction but they have also refused thisThe cost of the damages and the 2yr membership would have probably cost about the same! I will be BLOGGING about this incident and filing a claim in Small Claims Court! I'm also going to seek help from the Attorney General.
Regards,
*** ***

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