Brown's Tree Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The $121.94 refund is  accepted and thank you.
Regards,
[redacted]

Thank you for sharing our member’s
feedback with us. AAA Western & Central New York apologizes for any
disappointment surrounding her recent vehicle rental booked via [redacted].com. 
It is our goal to provide our members with the highest quality of service
possible and we are always...

disappointed when we receive member feedback
advising us of dissatisfaction with the services they have received. AAA received an E-mail correspondence from
our member regarding this matter on August 31, 2015.  AAA responded the
same day, advising that the member would be contacted within three business
days.  Our Member Relations Department subsequently arranged for a [redacted].com
representative to contact the member and address her concerns.  On
September 4, 2015, our Member Relations Analyst left a voice message for the
member to ensure she was contacted, leaving the appropriate contact information
for any additional concerns. 
In addition, I have confirmed that an
E-mail correspondence was sent to the member by our
[redacted].com representative on September 10, 2015.  AAA Western and Central New
York and our [redacted].com representatives have no record of any further contact made
by the member.  Nonetheless, I apologize if the member was unable to reach
a representative to resolve her concerns and I would be happy to address them
today.
Upon researching the matter, it was found
that when the member purchased her insurance product on [redacted].com, the Important
Information section of the contract page indicated that the insurance cost
was $9 per calendar day. So while the member booked a 1-day vehicle rental, the
member was charged $18 for the two calendar days of the vehicle rental (August
28th and August 29th).  On August 29, 2015 at 6:29 a.m., the member
contacted AAA to cancel her insurance.
I sincerely apologize that the AAA
representative was unable to correctly transfer the member to a [redacted].com
representative or a representative from the provider of the product to request
cancellation.  Please be assured that this matter has been forwarded to
the appropriate manager for internal follow up with the associate
involved.  In addition, to help rectify the situation, AAA will refund the
member the $18 fee she paid for this insurance product.  The member will
receive a check via postal mail within 10 business days.
The member also makes note that she
incurred an additional fee for returning her vehicle to the [redacted] airport
location instead of the pick-up location in [redacted], NY.  As the
member changed the return location to [redacted] International Airport at the
time of the rental, a $25.00 plus tax Inter City Fee was quoted at that
time.  However, as per the member’s statement to the RevDex.com, the [redacted] location was offered as a drop off location at the time
of booking, despite the location’s hours of operation.  Accordingly, we
have arranged for [redacted] to issue a $28.50 credit to the member’s payment card.
We appreciate our member’s loyalty with
AAA Western and Central New York and would like to thank you again for
providing us the opportunity to resolve her concerns.  If you have any questions, or if I can be of any
further assistance, please don’t hesitate contact me. 
Sincerely,
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, 2015. 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 ability. I 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 repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our 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 paid. The
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 made. Again, the
member requested that our field representative leave the premises. As 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 concern. If 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

Thank you for contacting AAA Western and Central New York regarding our member’s AAA membership card. We 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: [redacted], NY [redacted].  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 AAA. Our 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 York. A 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 concern. We appreciate his membership with AAA Western and Central New York and look forward to serving him in the future. 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 Analyst AAA Western & Central New York

Thank you for sharing our member’s concern regarding his request for emergency roadside assistance on December 31, 2016. On December 31, 2016, our Western Region Fleet responded to the member’s request for emergency roadside assistance.  Upon arriving on site, our driver found that the...

member’s vehicle was stuck on a raised concrete barrier approximately two feet off the ground. The two driver-side wheels were suspended in the air and the two passenger-side wheels were on the ground, as the vehicle was stuck atop this curb. Photographs of the curb and vehicle position are attached for your reference.  As the member made an unsuccessful attempt to back down the driveway, the vehicle had scraped along the raised curb, causing damage to the undercarriage.  At the time of service, however, the vehicle could not be completely inspected to determine every aspect of damage caused by the accident. The vehicle was in a precarious position, and lighting was poor being the middle of the night. The responding AAA driver was able to photograph a broken carrier bearing supporting the drive shaft that required replacement.  Accordingly, our driver advised the member that damage had already occurred and informed our member that extricating the vehicle had the potential to cause additional damage. The member signed a damage release as part of this process. The member’s vehicle was subsequently retrieved from its position on the ledge.  Upon extrication, the driver noted additional damage to the carrier bearing mount and indicated the vehicle could not be driven safely. At the member’s request, we towed the vehicle to a repair facility in [redacted], NY. On January 3, 2017 the member contacted AAA Western and Central New York to express concerns about damage to his vehicle.  AAA began its investigation immediately and a voice message was left for the member on January 6, 2017. Upon speaking with our member regarding his concern on January 9, 2017, our damage investigator was advised that repairs had already been completed. As such, our damage investigator was unable to inspect the damaged parts in question.  Nonetheless, AAA completed a thorough investigation by speaking with the vehicle repair facility and reviewing the member’s invoice (attached), along with photographs from the scene and documentation from the driver.  The results of the investigation did not reveal any evidence that the repairs provided to the member’s vehicle were required as a result of the service provided by AAA on December 31, 2016.  In regards to the drive shaft, however, AAA recognized that the investigation was incomplete as the damaged components had already been repaired.  Accordingly, as a gesture of goodwill, AAA issued a check to the member in the amount of $996.95, the cost of re-manufacturing and installing the drive shaft. With the evidence available, AAA cannot conclude that the additional repairs were required as a result of damage caused by AAA services. However, as a good-faith effort to resolve this concern, AAA has agreed to issue an additional gesture of goodwill in the amount of $1,220.84, which includes: ·         $48.50                  The cost of labor required to check the drive shaft. ·         $500.00                Crossmember repair. ·         $493.90                Installation of new fuel lines. ·         $178.44                All taxes incurred on the parts and labor reimbursed by AAA. Before a check can be issued, AAA will require the member to complete and return the attached Release of Liability to: AAA Western and Central New York Attn: Member Relations [redacted], NY [redacted].    Thank you again for sharing our member’s feedback. If you have any additional questions or if 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

Thank you for contacting AAA Western and Central New
York regarding our member’s request for emergency roadside assistance on
January 21, 2015. 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 ability. I 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 repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our 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 paid. The
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 made. Again, the
member requested that our field representative leave the premises. As 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 concern. If 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

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.
The above respondent misconstrued many things. My rental vehicle reservation was indeed mad by AAA and I know for a fact it WAS NOT A WALK IN. I myself called [redacted] in the past to try and get the name of the person who made my reservation in hopes that that would solve this but [redacted] couldn't give me a name. Debbie G. told me I would be reimbursed over the phone, not through email. I never said it was in the email so again a misconstrue. I was told in the past all of the recordings were lost and suddenly they are now found but they can't seem to find the one where my girlfriend called the [redacted] office regarding needing a rental vehicle and then AAA made the reservation. Like I said before, I was NEVER sent books or information from AAA. The only thing I went by was the fact I was told I would be reimbursed when I upgraded my membership, when my girlfriend called the [redacted] AAA regarding needing a rental vehicle and by Debbie G. OVER THE PHONE. AAA has made several mistakes but seems to leave out every one and won't take ownership of those faults. WHY ON EARTH WOULD I EVER RENT A VEHICLE MYSELF IF I KNEW IT WOULDNT BE REIMBURSED? Until I get my reimbursement that I was told I would get when the call was made to the [redacted] Office, this will not be settled. What AAA has put my family through is horrendous and the financial hardship they have caused by their lack of accountability is inexcusable.  
[redacted]

Thank you for taking the time to share our member’s concern regarding her recent request for emergency roadside assistance. AAA emergency roadside assistance is available 24 hours a day, 7 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 membership. According 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 membership. It 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 guide. Each 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 Department. After 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 membership. I 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, 2017. Thank you again for sharing our member’s feedback. If you have any additional questions, 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. I am extremely happy that this did not have to go any further.  
Regards,
[redacted]

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 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 badly. But most important is, yes I agree that someone should have called me back. This is what is most upsetting to me as a member. And I would really like to know why a 3rd level supervisor (Jeff) did not return my call within the 10 minutes that was promised to me by his assistant. In fact he never returned my call that day or any day. Was I not important enough? Did he not like me? Was he just to busy? Did he not know what to say. Did 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,
[redacted]