DDB Chicago

The refund was processed July 23, to the member's credit card Our accounting department had a high volume of renewal payments and now has additional staff assisting with the processing We sincerely apologize for the delay and lack of service the member receivedRegards,AAA East Central

AAA has been in contact with Ms [redacted] as she also filed a complaint directly with the organizationWe advised Ms [redacted] that we would handle the cost of necessary replacement parts and installation feesShe is satisfied with this result

The Member Relations manager spoke to Mr [redacted] and apologized for the incorrect information given by the Road Service call counselor As a goodwill gesture, the manager offered a membership dues refund of $for the inconvenience The member accepted A check should be received by the member in a few weeks

A member relations supervisor spoke to the member on July and explained that the cost of the three service calls for vehicles on the membership had already exceeded the amount of the membership cost This information is included on page of the Guide to Member Services, which is mailed with the membership cards every year When this was mentioned by the supervisor, the member replied "nobody every reads that" Unfortunately, we are unable to offer any refund

We apologize to the member for the unfortunate experience she encountered This has been sent to the director of the department the member spoke with to ensure the employees will follow through in a more timely manner with future member issues Our Accounting Department will be sending a check for $ The member should expect to receive it within two weeks from Wednesday

Before contacting the Revdex.com, the member did contact AAA directly, approximately four months ago, regarding the same issue A member relations counselor phoned and never received a call back from the member A member relations counselor has been in touch with the member last week and has offered to reimburse this year's membership and the $cost for over mileage The member has accepted and is satisfied with this result

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 satisfactory to me (so long as I receive my check for the amount I was told) Regards, [redacted]

[redacted] • Baum BlvdPittsburgh, PA 15206-Fax 412/362-October 19, 2015Ms [redacted] Dear Ms***: Your Revdex.com complaint dated October 5, 2015, was forwarded to me as a matter under my responsibility Thank you for submitting your auto repair estimate and for taking the time to share your comments regarding the issues you encountered with Emergency Road Service assistance on and after August As an initial matter, on behalf of our entire organization, I offer you our sincerest apologies for the extended time it took for our field service representative to contact you and to investigate your damage claimWe note that you auto repair estimate includes the cost of materials and labor for repairs to running boards, driver door dents and replacement of a back window lock assemblyAfter inspection of your vehicle, our field service representative reported that the rusted out condition of the running boards (photographs enclosed) and the fresh appearance of the driver door dents were not consistent with the type of body damage that could occur when a vehicle slips off of a flatbed service truckOur field service representative was also unable to conclude that the emergency road service slippage incident on August caused damage to the back window lock assemblyBased upon our representative’s inspection and assessment of possible damage to your vehicle that may have been the result of the emergency road service slippage incident on August 23, we cannot honor your claim for the cost of repairs to your vehicle’s rusted-out running boardsWhile we are not prepared to admit responsibility for the damage to the driver door or the window lock assembly, we, nevertheless, are willing to offer you $(the estimated cost of labor, materials and tax for the dent and lock repairs) to resolve and release your claimsIf you wish to accept our offer of settlement, please sign and return the enclosed release form and include a copy of the vehicle’s registration, and we will mail you a check in the amount of $for the cost of the materials and labor to repair the driver side door dents and window lock assembly, as noted in the estimate you provided on September 16, 2015, from [redacted] *** If you should have any additional questions, please do not hesitate to contact me at ###-###-####Sincerely, Thomas [redacted] Executive Vice President

Revdex.com: 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] ***

Our Manager of Call Center Operations spoke to the member regarding the membership cards being returned by the post office as an undeliverable address The member confirmed that they had a previous issue with the post office not delivery mail The manager has issued new memberships cards with a new expiration date of 1/23/18, which will be sent via FedEx to confirm delivery The manager has also arranged for the special promotional offer of gift cards for the gift memberships to be sent to the member The member was satisfied with this resolution

On behalf of our entire organization, we would like to extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience We highly value your membership and find it disappointing that your experience fell short of our goal and your expectations Unfortunately, both days the volume of calls were significantly impacted by the weather However, changes have been implemented and additional support has been provided to prevent this from occurring in the future The first reimbursement of $was mailed on January 24, The second for $was mailed on January 31, Thank you for taking the time to bring this matter to our attention

We apologize to the member for the unfortunate issues caused by the battery The drivers who responded to the service calls have been coached by their supervisor regarding the unsatisfactory way they handled the problem Our Automotive Services Department will be refunding the member the cost of the battery in the amount of $with the next couple of weeks

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] ***

RE: ID [redacted] Thank you for your correspondence regarding the member’s issueAfter researching his most recent payment, it was unfortunately discovered that the member entered the incorrect account number on his PNC bill payment accountHe entered his home insurance account number in the PNC bill payment system and noted his auto policy number in the memo sectionThe system processes payments for the account noted in the account sectionTherefore, every time the member sent the payment electronically, it was applied to his homeowners’ insurance, in spite of having the auto insurance account number written in the memo section of the electronic check.Victoria S [redacted] Operations Manager for AAA East Central, contacted the member to apologize for the inconvenience and explained what occurred and encouraged him to modify this section on his future payments.Should you have any additional questions or concerns, please do not hesitate to contact me at [redacted] .SincerelyBrett S [redacted] Vice President Insurance and MembershipAAA East Central

Our Manager of Member Relations has communicated with the member via email to extend our apologies She also mentioned that the field management team have addressed this unsatisfactory service with the dispatch center to prevent any reoccurrence The manager is waiting for another response from the member regarding a decision of keeping their membership

Our Senior Vice President of Membership Marketing contacted the member and apologized for the error which happened when there was a new system conversion We have provided the member with a complimentary membership for Nov 30, through Nov 30, 2016, and have also noted his years of membership on the new card The temporary card has been emailed to him

We apologize to the member for the confusion in unsubscribing from AAA emails The member’s email address has been removed from all email lists, as of August 8, Each email topic is sent from a different department, which has their own separate unsubscribe area on each email received Unsubscribing from all email marketing, at one time, can be accessed from a member’s profile, after logging in to the AAA website or by phoning ###-###-#### (option 4) for membership assistance We have mentioned to the IT Department that this can be cumbersome for members and they will research possible changes to unsubscribingThank you to the member for taking the time to bring this to our attention and allowing us time to respond

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 Regards, [redacted] ***

The Manager of Member Relations contacted the spoke to the member today The member stated that he has been busy and thought he needed a form to complete before mailing the receipts to us The manager mentioned there is no form and he may just mail the receipts to her attention and then the refund can be processed and the road service call will not be charged on the membership The member was satisfied with this response