DDB Chicago

We apologize for the issues the member encountered after her emergency roadside assistance After reviewing the circumstances, it was discovered that the AAA contractor driver did not perform a full systems test and after he received the read out that a new battery was needed, a replacement battery was purchased Our Approved Auto Repair Manager spoke with [redacted] regarding the PVC pipe This is a common repair for older PT Cruisers and the vehicle has 98,miles on it Goodyear stated that because of the location of the PVC pipe in relation to the battery, it is unlikely that the AAA contractor driver damaged the pipe As a gesture of goodwill, we would like to refund the member $for the cost of both batteriesA field manager and the member have left messages for each other Once they are able to speak, he will inform the member of these details and arrange for a convenient pick up time of the AAA battery

June 2, 2016 Mr. [redacted] ** [redacted] Your complaint with the RevDex.com dated May 18, 2016, was forwarded to me as a matter under my responsibility. After researching the service calls on... your membership and the email correspondence dated May 17, 2016, with our Emergency Road Service Call Center Manager, you agreed and acknowledged the summary of roadside assistance calls for your membership year of May 1, 2015 to April 30, 2016, had exceeded the maximum yearly allowance. Further in reviewing your membership historical records, you had also exceeded the maximum yearly allowance in the 2013 membership year. Since you have opted to not pay the outstanding Emergency Road Service usage charges and have not renewed your membership for the 2016-17 year, we will accept your non-renewal of AAA membership and no further action will be taken by AAA East Central to recoup the $821.01 of outstanding surcharges. Thomas J. A [redacted] Executive Vice President

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

We apologize for the confusion regarding the member's recent membership renewal during their roadside assistance occurrence. A same-day service fee of $does apply for new or expired members. The Turnpike Authority in each state may contract with selected service providers to assist
motorists. AAA East Central has an agreement with the Pennsylvania Turnpike that they will directly bill AAA East Central to cover such costs. There is no agreement between AAA and the New Jersey Turnpike; therefore, a fee is paid directly by the member to the responding driver on the New Jersey Turnpike. Unfortunately, the call counselor should have mentioned to the member that after paying this service fee, they may mail their receipt to AAA East Central for reimbursement.As a gesture of goodwill for renewing his membership, a check in the amount of $has been sent to the member to cover the same-day service fee, as well as the reimbursement of the charge for the New Jersey Turnpike service

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

From* *** ***
***Date: Wed, Oct 26, at 7:PMSubject: Id #***To: *** ***I received a letter in the mail about not responding about my complaintI never received a notice but this was resolved between me and the AAAThey paid for a portion of my car repair.Thank you again*** ***

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 $82.00. The member should expect to receive it within two weeks from Wednesday

The member was contacted by a AAA East Central representative to apologize for the unsatisfactory service from the AAA Akron Club. The service call has not been charged against the member's account. The member was pleased with the phone call from the
representative

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

Revdex.com:
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
On my initial request to cancel services for the remainder of the service year, the business noted that I would receive a prorated refundHad I known no refund was forthcoming, I would not have cancelled service, but, instead, retained service for the remainder of the year and not renewed during the renewal periodBecause of this business's failure to uphold its initial promise--to provide a prorated refund--I now have no service and no refundThis is unacceptable
Regards,
*** ***

This morning the Manager of Member Relations Group contacted Ms*** with the following: "We are sorry for the difficulty you had with Emergency Road Service and want to resolve your concern. We received your request for membership cancellation on June 23, 2017. If no services had been used, you would have been eligible for a pro-rated refund of $58.92. Because services were used in excess of this amount, a refund was not issued. As a goodwill gesture, we would be willing to send a refund of $to the Primary member on the account to resolve your concern."This was accepted by Ms***

AAA apologizes to Ms*** regarding the lack of correct
information she was given and the dissatisfied service of receiving the
refund. Today, the *** branch
manager spoke to Ms*** to extend our apologies personally. When a membership is cancelled, there is a
ten-day
hold before the refund process begins.
AAA’s usual form of refund is by check; however, since Ms*** does
not have a checking account, she requested to have it returned to her debit
card. The refund of $will be issued
today and will be seen on her debit card statement once her bank processes the
amount

The monies from the second charge by the member's credit card company were never received by AAA. Therefore, we needed a copy of the charge, and after our Director of the Member Service Center spoke with the member, he promptly sent a copy of his statement showing the second
charge for the three memberships. New memberships were issued and sent to the member. We have now contacted the credit card company requesting the payment

Revdex.com:
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
Yes, the flight is now rebooked after having to change our original plans and location for our honeymoon However, that does not justify Melissa the manager at the location being extremely rude and hanging up the phone on a customerIn no situation is that ever acceptable
Regards,
*** ***

The Director of the Safety Department left a couple of messages for the member and received no reply. On the third try, they did speak; however, the member was not happy that the Director kept calling. The Director explained that the fee is noted in the advertisements and
mentioned at the initial phone call to reserve the class. A letter is then mailed to confirm the details of the senior driving class, the fee and the date the fee is due. If the fee is not received by the due date, the Safety Department will phone the member as a reminder

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 received. Regards,AAA East Central

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

Our Member Relations Manager spoke to the member and offered our sincere apologies and assurances that this issue is being addressed by our management team. We offered the member a refund of his current payment, but to keep his membership intact, to allow us to regain his confidence in our
organization. The member accepted

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