DDB Chicago

[redacted] • 5900 Baum Blvd. Pittsburgh, PA 15206-3854 Fax 412/362-8943 October 19, 2015Ms. [redacted] Dear Ms. [redacted]: 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 23. 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 claim. We 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 assembly. After 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 truck. Our field service representative was also unable to conclude that the emergency road service slippage incident on August 23 caused damage to the back window lock assembly. Based 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 boards. While 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 $599.40 (the estimated cost of labor, materials and tax for the dent and lock repairs) to resolve and release your claims. If 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 $599.40 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

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, 2015 through Nov 30, 2016, and have also noted his...

years of membership on the new card.  The temporary card has been emailed to him.

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.

A AAA Automotive Services manager
reviewed the calls from member, Ms. [redacted], and determined that our dispatcher was not “nasty” or
rude.  However, the manager did say that an apology was not offered to the
member, and the dispatcher will be coached accordingly.  The member...

also
spoke with an employee in the Member Service call center who was kind and
apologetic, and transferred her to the manager who also apologized and put in a
request for her to be followed up with.
 
A AAA field service manager visited [redacted] the following day to further investigate the road service call.  They
noted that they requested backup assistance because they were busy in the
area.  The tow truck driver arrived on scene 1 hour and 21 minutes after
the call came in and phoned the member.  He claimed she was screaming and
had an attitude.  The driver said goodbye and disconnected the call and
then alerted  AAA dispatch that they
would not be assisting the member. Our field service manager counseled the
station manager on properly handling a road service call.
 
The field service manager then spoke with
Ms. [redacted] and apologized for the entire situation. AAA  offered to refund her last dues payment of
$74.00 as a goodwill gesture and to offset some of her out of pocket expenses. 
The member said she would be taking this further and mentioned multiple times
in her conversations that she knows how to fill out a Better Business complaint
and will make it her life’s mission and spend up to 15 hours a day to get this
contractor fired. AAA considers this complaint closed.

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Due to an internal system change, the membership was inadvertently cancelled.  Our Call Center Director spoke with the member and will refund the membership amount of $106.75, the cost of the two tows, a total of $100, and will also send $119 for the cost of a primary & associate...

membership to join the AAA in [redacted]. The member was pleased with this resolution.

We extend our sincere apologies to the member for his recent roadside service experience.  We highly value his membership and find it disappointing that his experience fell short of our goal and his expectations.  Please be assured that his concerns were thoroughly reviewed...

with all parties involved to prevent a reoccurrence.  Our field operations manager has left a voicemail for the member to express our apologies.  Once the member contacts Tammy H[redacted] at [redacted], she will be happy to assist the member with his settlement request.

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

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.

The Manager of Member Relations left a message to apologize for the unsatisfactory delay in service and the cancellation error.  A refund for the service fee of $35.00 and half the cost of the membership, $30.00, for a total refund of $65.00 will be mailed to the member.

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 98,000 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 $252.52 for the cost of both batteries. A 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.

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] [redacted]

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, 2016.
 
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 unsubscribing. Thank 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 find that this resolution is satisfactory to me. 
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.

The Manager of Member Relations spoke with the member and apologized for the disappointing experience. A check in the amount of $118 will be sent as a refund of the member's cancelled membership.