Brown's Tree Service

Thank you for sharing our member’s reply.  AAA stands behind our original response, and adds the following to address the items outlined in the member’s reply:  1.  Most importantly, AAA has consistently refused to address the fact that their driver had NO BUSINESS doing anything to my car other than towing it as I had requested.  Where is their answer to that?  Our driver indicates that the member twice requested that he start the vehicle.  We recognize that the member’s account varies.  Regardless, however, it remains that the vehicle is equipped with electronic fuel injection and rev limiters, preventing the engine from running at sustained high revolution to ensure damage does not incur. 2.   The vehicle did run for only a few seconds before the engine blew, but the driver lied when he said it was at normal idling speed – he had the gas pedal floored and the engine was screaming.  (In a conversation with the AAA rep, she stated the driver also told her he had been under the hood, which was another lie.)  One of my employees was with me at the time and witnessed this incident; I’ve attached her signed statement corroborating my account.  I’ve also attached a page from my vehicle’s owner’s manual which warns against running the engine at high RPMs when the engine is cold.  There must be a reason for this warning, such as the potential for damage to the engine, regardless of what “four ** Master Techs from independent repair facilities” might say. While the member and his witness suggest that the driver pushed the gas pedal to the floor, our driver indicates that he did not.  Again, this has no bearing on our findings that the vehicle is equipped with electronic fuel injection and rev limiters, as confirmed by five experts.  As indicated in our previous response, this prevents the engine from running at sustained high revolution to ensure damage does not incur. The excerpt in the owner’s manual references running the vehicle at high speeds in the cold weather, as the viscosity of the oil can be impaired when cold.  The member’s vehicle was serviced on July 10, 2017 when the low temperature for the day was 61 degrees.  The fact remains 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.  This excerpt in the owner’s manual does not suggest otherwise. 3.   I find it suspicious that the falsified service report filed by the driver suddenly became a “clerical error” several weeks into the dispute process.  I continue to maintain that it was the driver’s attempt to hide from his employer the fact that he had damaged my vehicle with his negligent mishandling. As stated in our previous response, our driver inadvertently chose the incorrect code from his drop down selection while closing out the service call. We 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 error. 4.  Finally, all requests for information that I have made (e.g., a transcript of my initial service call, which I know was recorded because the AAA rep referred to it, and the driver’s last name) have been ignored by AAA.  I see this as a deliberate attempt by AAA to impede any possibility of my taking this claim to court because the legal costs including subpoenas would exceed the cost of the repairs. AAA Western and Central New York will not release our internal documentation regarding the member’s concern without the appropriate subpoena.  This is a standard practice for many places of business. To obtain the documentation requested by the member, he must send a subpoena to:  AAA Western & Central New York, Attn:  Member Relations Department, [redacted], NY [redacted]. If you have any further questions, please don’t hesitate to contact me. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

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]

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 me. Leaving 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 highway. With 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 feedback about his recent experience at our AAA Car Care Plus vehicle maintenance and repair facility. We are sorry to hear that he was not satisfied with the services he received.  Upon reviewing our records and speaking with our manager,...

we found that the member came in with a request for maintenance work along with a diagnostic.  Upon arriving, the vehicle was placed on the lift and the member was advised by our manager that his vehicle had significant rusting which could cause trouble at any time.  I sincerely apologize if it was not clear that the rust on the vehicle could cause issues during repair as well. Our technician performed a diagnostic and determined that a fuel vapor canister was needed.  The member was quoted a total price of $729.69. He was also advised that the coupon was not applicable as the diagnostic and fuel vapor canister were covered by his warranty.  The repairs were authorized by the member. After completing the oil change, our technician began work on the tune-up and the fuel vapor canister. As the technician removed the canister, the fuel line and brake lines began leaking as a result of the rust on the vehicle.  Our technician stopped all repairs immediately and our manager advised the member that he may not wish to complete the repairs, as it could be thousands of dollars in additional costs.  The member agreed and was charged for his oil change and the diagnostic, a total of $134.57.  Since the fuel vapor canister was not repaired, the diagnostic was no longer covered by his warranty.  However, the 50% off diagnostic coupon was not applied as it is only applicable if mechanical work is completed.  AAA recognizes that it can be frustrating to pay for an oil change and a diagnostic on a vehicle that, ultimately, cannot function without a significant financial investment.  Accordingly, as a one-time gesture of goodwill, AAA Car Care Plus has issued a refund of the member’s maintenance and diagnostic costs in the amount of $134.57.  He will receive a check via postal mail at the address listed on his AAA membership account within 10-14 business days. If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  This letter is in response to your explanation and resolution to our complaint submitted on 10/30/2017. Your resolution  has  been explained and the compensation for the  equivalent of five years  for the renewal fee is satisfactory. However, we would like to stress that upon renewal  and new coverage that the vehicle information be verified for coverage prior to registration with AAA. Thank you for your prompt attention to this matter.
Sincerely, Loretta M. Church Secretary

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 manner. I 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 2018 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 possible. If you have any further questions regarding this matter, please feel free to contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

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.
I do not agree with this. AAA is starting out by giving FALSE 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 serviced. If AAA listen to the recordings of my calls on the night in questioned, they would hear the entire conversation. Also, 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 1 mile away". It seems as if AAA has no intentions on trying to bring a "voluntary resolution" to this problem. I would have accepted the 2yr  membership as satisfaction but they have also refused this. The 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,
[redacted]

Thank you for sharing our member’s response. We are pleased to hear that the member was satisfied with the service she received from her repair shop. In 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 30 days of enrollment, minus the cost of any services used. Again, 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 question. Our 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, 2017. 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 you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

Thank you for contacting AAA Western and Central New York regarding our member’s recent request for emergency roadside assistance.  We apologize that he was not completely satisfied with his experience.   AAA requires our associates to demonstrate a high level of professionalism and...

to assist each member to the best of their ability. I am sorry to hear that our member not given this same expert service. Please be assured that upon learning of the member’s concern via the Revdex.com, our Assistant Manager of our Western Region Fleet reached out to the member to arrange to have the battery tested and replaced.  In addition, our Assistant Manager offered to refund the annual membership dues, while maintaining an active membership.  The membership dues will be refunded to his payment card.  AAA is a service-oriented association and we work diligently to provide service as efficiently and professionally as possible, giving members peace of mind in unforeseen circumstances. Our member’s experience does not reflect the level of member care for which we are known, and we can certainly understand his disappointment. Please be assured that our Assistant Manager has followed up internally with the associates involved, to help ensure that his next experience with AAA is nothing but positive.  We appreciate our member’s continued membership with AAA Western and Central New York and we look forward to serving him in the future. If the Revdex.com 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. Member Relations Supervisor AAA 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 $71.50 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 2015. If the member has documentation indicating he paid an amount other than $71.50, he can forward it to me directly for consideration. Sincerely, Katie G.  Senior Member Relations Analyst AAA Western & Central New York

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-Atlantic. AAA 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 34 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, 2016. 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 75 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 8/28/13 shows a total purchase price of $126.36.  The member should expect a refund at his home address in 7-10 business days. Please 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, 2016. 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 circumstances. Our member’s experience does not reflect the level of member care for which we’re known, and I can certainly understand his disappointment. If 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 G. Senior Member Relations AnalystAAA Western & Central New York

February 16, 2016 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 warranty. However, 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 directly. Sincerely, Katie [redacted] Senior Member Relations Analyst AAA Western & Central New York [redacted]

The [redacted] family owns several homes is various states.  This membership should remain with the primary card holder address in [redacted], NY. While 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]

We would like to thank our customer for taking the time to share his feedback about his recent experience at our AAA Car Care Plus vehicle maintenance and repair facility. We apologize that he was not satisfied with the services he received.  Please be assured that we take customer service...

issues very seriously and have thoroughly reviewed the matter.  In response to the member’s concerns, AAA finds the following: • The repair delay was a direct result of a shipping error by the supplier requested by the customer.   While our facility typically orders these parts from the dealer, the customer requested that the parts be ordered through the supplier of his choosing. Upon learning of the shipping error, our manager acted as an advocate for the customer, ensuring that the parts were shipped overnight with no additional shipping fees.  The parts were ordered on December 2, 2016,  they arrived on December 8, 2016,  and the repair was completed on December 9, 2016. • The shipping error made it difficult to provide the member with an accurate estimated day of completion.  Nonetheless, AAA apologizes that the customer was incorrectly advised of the vehicle’s anticipated completion date. • In some instances, our software may not be able to successfully reprogram the sensors. AAA apologizes that the customer was not advised beforehand that additional services at a dealership may be needed.  As the customer has already disputed the cost incurred for the services provided by the dealer with his bank in the amount $125.01, AAA cannot issue a refund check to the customer. Accordingly, to resolve the matter, the customer’s chargeback to the payment card company will not be disputed by AAA. I would like to thank the customer for sharing his concern.  His opinions and feedback are essential to helping us provide the quality service that we are known for and is expected by our members. I would like to stress that his experience is not consistent with the standards of AAA. He can be assured that we will take appropriate steps to address his concerns internally.  If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, Katie G. Senior 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 experts. After conferring with a ** Automotive Service Manager and four ** 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 occur. Furthermore, our roadside technician indicated the vehicle only ran for a few seconds and did so at normal idling speed. In 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 call. We 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 error. In closing, our findings do not substantiate the member’s claim, and it is our contention that AAA bears no negligence for the service rendered. AAA respectfully declines to reimburse the member for the costs he incurred to repair his engine. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

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 $452 , however, the part and all would have been covered under warranty. I don't feel they are responsible for any of this, you did the work assuming it wasn't covered, you should have checked first. Furthermore, 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]

March 29, 2016Re: Case ID# [redacted]Dear Sir or Madam,Thank you for contacting AAA regarding our member’s recent request for Emergency Roadside Assistance in Wauchula, Florida. We apologize that he was not satisfied with his experience.  Our attempts to contact the member regarding his concern...

on March 21, 2016 and March 23, 2016 were unsuccessful.While our member’s AAA membership covers him anywhere throughout the U.S. and 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 resides. Nevertheless, 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 that. Please 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 circumstances. Our member’s experience does not reflect the level of member care for which we’re known, and I can certainly understand his disappointment. As 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 $115 will be mailed to the address listed on his AAA membership account within 7-10 business days and the member can be assured that his benefits will remain in full force and effect throughout the remainder of his membership year. Thank you again for sharing our member’s experience. I can certainly understand his frustration over the service he received and hope that my action can redeem the situation to the extent possible. If 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 York100 International DriveBuffalo, NY 14221716-633-9860 ext. 78205716-929-3637 (fax)[email protected]

Thank you for sharing our member’s concern about his AAA battery. We appreciate his comments and hope we can clarify why his battery was not covered under the AAA battery warranty. On November 10, 2017, the member requested battery service for his vehicle.  The member had previously purchased a...

battery on November 18, 2016. When service arrived, the battery was tested it was revealed that the battery was undercharged at 9.3 volts.  The attached battery warranty explains that the warranty does not apply when the battery is merely discharged and still serviceable.  As the battery was still serviceable, AAA offered to bring the battery back for a professional charge, but the member declined.  The member was also advised that the AAA battery warranty is not applicable if the battery is damaged due to over or undercharging.   In this case, limited driving—less than 600 miles in a one year period – resulted in an undercharge. In addition to the professional charge,  AAA suggested the member purchase a battery tender.  The member declined the professional charge and the battery tender, option to purchase a new battery instead. The member was advised to remain eligible for the warranty on his newly installed battery, he will need to maintain the battery by either driving the vehicle or installing a battery tender.  Upon receiving his complaint via the Revdex.com and from the member directly, I reached out to the member to explain why the replacement battery was not covered under warranty.  The member disagreed that warranty exclusions applied to him.  A professional charge was again offered, but as the member had already purchased a new battery, the professional charge was declined.   In addition, I offered to provide the member a complimentary battery tender to maintain the charge on the current battery.  The member remained dissatisfied and was advised that complaint would be further addressed through the Revdex.com.  While we recognize the member’s disappointment, the battery replacement was not covered under warranty as described above.  Accordingly, AAA declines the member’s request to reimburse the costs of his new battery at $133.76.  However, should the member wish to take advantage of the complimentary battery tender, he may contact me directly at ###-###-####, ext. [redacted].  We strongly advise he take advantage of this complimentary battery tender to ensure his new battery remains eligible for the AAA battery warranty.  Thank you again for sharing our member’s feedback If you have any further questions regarding the member’s concern, please don’t hesitate to contact me directly.  Sincerely,  Katie G. Member Relations Supervisor AAA Western & Central New York

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, 2017. 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 repairs. While 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 work. Accordingly, 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 [redacted], NY [redacted].  It can also be sent to his attention via fax at ###-###-#### or e-mail at [redacted].com. Thank 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 14 business days. If 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 you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York

AAA does not want the consumer to be out any money. AAA is will to refund the difference between what we charged, and how much Nissan would charge. Ultimately, Nissan had a faulty part, now they don't want to have to pay anything for that.