DDB Chicago

Our Director of Public Affairs spoke to the member on January and advised them that the AAA Motorist publication is the Club's membership tool to communicate important changes to the benefits and services that are paid annually. Because the publication contains information, such as changes
to membership dues and the privacy policy, this is a legal requirement so we are unable to terminate distribution of the publication to members. We thank the member for their more than years of loyalty and greatly appreciate their continued support

On behalf of the organization, we extend our apologies to the customer, as her request was not handled properly. The regional manager corrected the error, rebooked the airline tickets last night and forwarded the e-tickets to the customer. An email was received this morning, March
27, at 10:32am from the customer stating that "Everything looks good"

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

The Member Relations manager spoke to Mr*** 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

Our Retail Services Manager contacted the member and apologized for the error in the email system. The manager has personally submitted the request for the member and gave her phone number for the member to contact her for any other concerns. The member appreciated the
follow up and was satisfied with the result

January 11, 2018The Revdex.comHoliday Drive, Suite 220Pittsburgh, PA 15220RE: ID *** *** ***Thank you for your correspondence regarding the issue of receiving unsolicited mail.We have added the complainant to our do not solicit listWe also contacted our direct mail
contractors and requested that they mark his files with a do not solicit flagIt may take up to days before all correspondence is discontinued, due to a 90-day lead time for processing direct mail.We sincerely apologize for the inconvenience this may have caused him.Should you have any additional questions or concerns, please do not hesitate to contact me at s*** ** ***.Sincerely,Brett S*Vice President Insurance and Membership

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

On March 9, the director of our Call Center Quality Assurance spoke with the member to extended apologies on behalf of the organization's inability to provide the member with a totally satisfying member experience.  The issues of the dispatch center failing to keep the member informed has...

been addressed with the dispatch manager, as well as the lack of coverage by the contractors in the area were addressed with the field manager.  A refund of the membership dues in the amount of $122 will be processed and forwarded to the member's address.

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]

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 $118.77 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]

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 issue. After researching his most recent payment, it was unfortunately discovered that the member entered the incorrect account number on his PNC bill payment account. He entered his home insurance account...

number in the PNC bill payment system and noted his auto policy number in the memo section. The system processes payments for the account noted in the account section. Therefore, 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

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

A member relations supervisor spoke to the member on July 17 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 31 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.

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 $110 was mailed on January 24, 2018.  The second for $75 was mailed on January 31, 2018.  Thank you for taking the time to bring this matter to our attention.

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]

This has been resolved.  AAA
management is addressing the complaint with the towing company and is also reviewing
concerns that the member had with two members of our call center staff.  AAA’s
Member Relations Manager spoke with Ms. [redacted] on June 18 at 2:35 p.m....

She
apologized for the incident and assured Ms. [redacted] that her concerns would be
addressed. We offered to reimburse her for 1-2 days of car rental since this
error delayed her car being repaired.  She said she did not get a rental
because she was off the next two days, but she did miss work and a training session
the previous day.  We then offered a $50.00 refund on her recent dues
payment as a goodwill gesture.  She should receive that in 7-10
business days.

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 $35.00 cost for over mileage.  The member has accepted and is satisfied with this result.

The incident occurred in the territory of AAA Western & Central New York; therefore, the investigation and determination of compensation was performed with this AAA club.  The contact the member spoke with at AAA Western & Central New York neglected to inform the member that the amount...

was lowered.  As a goodwill gesture, AAA East Central is sending a check in the amount of $100.00 to the member.   A field services representative phoned on July 11, 2016, to notify the member.