Hudson Valley AAA

Dear Revdex.com: I received your letter of September 23,I did speak with Jessica D [redacted] *n the AAA officeThey did give me a credit of months worth of interestI feel they are still wrongThey can pass the buck onto [redacted] & their employee but fact is the advertising was misleading & it was confirmed by an employee to be correct & nothing was said to me when I asked these questions of the employee if I get the offers mentioned in the adI'd really(sic?-see attached) [redacted] to make sure the ad is better clarified doesn't say much for AAAIt is what it isbut I still feel they should of honored the ad as statedI ever I get the chance to pay new credit card off, I will be closing new account Sincerely, Ms [redacted]

Mr*** - I do apologize for the service you received from our contractorThe minimum credit card charge from *** *** is a policy we were not aware of, and it is something we are immediately following up with *** *** aboutYou should not have been required to pay a minimum $charge,
when your bill was less than thatI assure you that we have reached out to this contractor, as well as all of our other contractors, to make sure that we do not encounter this situation for any other members in the future. In regards to the charge, AAA Hudson Valley will refund you in full for what *** *** charged you, as well as process a credit of $towards your AAA membership dues at your next renewal (this $credit will be applied to your bill before you receive it)If you could simply send us a copy of the receipt to verify the amount that *** *** charged you, I will process a refund check to be mailed to the address we have on file (** *** ***, ***, NY ***)If this is not your current address, please let us knowIf you have any questions or further issues, I can be reached via email at ***@***.com, phone ###-###-####, or fax ###-###-####Thank you, and we appreciate your membership with AAA Hudson Valley Jessica DManager, Business Operations AAA Hudson Valley

Ms*** - Please be aware that your AAA Hudson Valley membership has at no point been de-activated or unable to be usedIf you were to present your AAA Hudson Valley membership card (or even just the number) at either AAA Hudson Valley or AAA Northway (or any other across the US), you are able to
receive serviceSince each AAA club has their own website, in order to access the AAA Hudson Valley specific website, you must enter a zip code that is within our territorySince your current physical address is within AAA Northway's territory, if you were entering ***, that is why there is a re-direct to their website, which was giving an error message upn registration since you are not a member of AAA Northway currentlyWhen accessing the website, if you entered the zip code of ***, that would have directed you to AAA Hudson Valley's website for registrationThere is also a link at the bottom of the website which you can click on to re-direct to another club's AAA websiteIn looking at your account, it appears that you registered with our website in June of In order to upgrade the security of our website, during the winter of we transitioned to a more secure lprocess, which required an email address and passwordOur webmaster has confirmed that the registration for your membership has not gone through this email address/password registration, so that is the step that is missing for you to access all of AAA.com membership benefitsI have completed the registration process on our end for you, so you are now able to log into the AAA Hudson Valley's websiteSimply follow the below steps to proceed to log in: - Follow the link: www.***.com/stop - Enter the zip code of *** (a zip code within our territory must be entered, due to the territory rules) - Click on the "Log in" button at the top of the screen- Your email address: ***.***@***.com- Temporary Password: ***. Once you have logged in, you will be able to update your mailing address by clicking on "Edit" next to Current Address fieldBecause your address going forward will be in the territory of AAA Northway, your membership will be transferred upon your next renewal period of June If you have any difficulty in following these steps, I am available to assist via email or phone ***@***.com or ###-###-####Please let me know if there is anything else we can do to assist you Thank you,

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

Mr. [redacted] - I do apologize for the service you received from our AAA dispatcher also. It is something we have addressed with our staff to ensure that AAA members come first. I did respond to the email you mentioned (see attached for copy of my response), I'm not sure why you didn't receive it, but I assure you I did respond. The $25 minimum credit card charge was something that not only the dispatcher, but all of us at AAA Hudson Valley were unaware of, and the reason our dispatcher sided with the contractor is that if the contractor is the one on-scene, it is their policy - he did not have the authority to force the [redacted] contractor to do anything - it was up to the contractor. Now having said that, we have communicated to all of our staff that if this happens in the future, that our dispatcher can process the credit card payment for the member over the phone instead of paying the contractor directly. This is something that we have made accommodation for so that it doesn't happen to our members in the future. As I stated, your $25 refund check will be sent in the mail, as well as a $24 credit towards your membership dues for next year. If there is anything else we can do for you, please let us know.  Thank you,  Jessica D. Manager, Business Operations AAA Hudson Valley

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 cannot prove I was originally told the added coverage I was purchasing would cover my motorcycle but that was my only intent in increasing the mileage coverage to 100 miles.  So to pursue that is futile. I do appreciate her talking with her staff regarding not answering my calls.    When a person is stuck out on the road with a vehicle that is immobile, help is needed.  Having the help line continue to hang up on one in need defeats the purpose of having the coverage. As Ms. D. has offered to reduce my costs over the next few years, I accept this and sincerely hope my problem never happens to anyone else.
Regards,
[redacted]

Dear Revdex.com: I received your letter of September 23,2015. I did speak with Jessica D[redacted]n the AAA office. They did give me a credit of 2 months worth of interest. I feel they are still wrong. They can pass the buck onto [redacted] & their employee but fact is the advertising was misleading & it was confirmed by an employee to be correct & nothing was said to me when I asked these questions of the employee if I get the offers mentioned in the ad. I'd really(sic?-see attached) [redacted] to make sure the ad is better clarified doesn't say much for AAA. It is what it is. but I still feel they should of honored the ad as stated. I ever I get the chance to pay new credit card off, I will be closing new account.  Sincerely,  Ms. [redacted]

Oh behalf of the AAA Hudson Valley organization, I would like to extend my apologies for the troubles that were caused to you in regards to your AAA Member Rewards Visa card application. In addition, I personally apologize for the time it took to respond to your initial complaint, that was due to a...

miscommunication with the staff and myself and it should not have happened. As discussed via our phone conversation on August 8, 2015, it was inexcusable that our staff member was misinformed & miscommunicated to you regarding the offer you received from [redacted] via mail. As I had mentioned, the offer that listed a 0% interest offer for the first 15 months is not valid for applications processed in store, only if you respond via the mailer. These offers are set and regulated by [redacted] exclusively for our AAA members, and as such we as your AAA club do not have any ability to adjust these offers.Since speaking with you last, I have sent along a request to [redacted] so that they clearly state in their offer mailings that in order to receive the specific offers, you must apply via mail, following the instructions on the mailer. Iagree that it should be clearer in the documents you receive that there is a difference between applying via mail and in  the local AAA store. In addition, we have put in place a training program for all new associates, as well as refresher training for current associates, to ensure that they understand all the aspects of the [redacted] rewards card offerings, including the difference between the in-store applications and the mailer applications offers.As a summary, AAA Hudson Valley has reimbursed you for the interest charges on your AAA Rewards Credit card for the first 2 billing cycles, since it was during this time that we were looking into your issue. These reimbursements of $25.28 for July 2015 interest and $35.10 for August 2015 interest should have shown up on your September 2015 billing statement as credits. If these credits have not shown up, please contact me and I will follow up on that.We value you as a member of AAA Hudson Valley and hope that we can assist you in the future. If you have any questions, I can be reached at [redacted] extension [redacted] or via email at [redacted].Thank you, and again we apologize for your inconvenience.  Sincerely, Jessica D[redacted]   Manager of Business Operations

In response to this member's complaint, our policy of covering motorcycles under the RV coverage has not changed (this is stated in our membership handbook). He has been a Plus level member (100 mile tow covered), but because of extra care and time needed to be able to tow motorcycles, in order to...

tow motorcycles, the RV coverage is needed, which is an extra $23 per membership year. If this is something that Mr. [redacted] would like to enroll in, we would be willing to upgrade his membership for this year to the RV coverage at no cost for the remainder of his membership year (expiring August 31, 2016, plus an additional year) , however we cannot reimburse the $150 already spent on alternate towing due to it being in the past. If this is something he would prefer, please contact us and we will upgrade the membership to RV coverage to include his motorcycle. The value you will be receiving is $23 credit for this membership year, plus another $23 credit for next membership year, to have the RV coverage - he will still be responsible for paying the renewal fee of plus level of $148 prior to his expiration of August 31, 2016. I sincerely apologize for any inconvenience this may have caused, as during this time I was out of the office due to illness. By the time I received your messages, I had been notified by the Revdex.com that you had submitted a complaint, so the response should be handled this way. I did receive your messages, and you should not have been hung up on if that was the case - I will address that with our staff, because that service is unacceptable. On behalf of AAA Hudson Valley, I apologize for the troubles you have been caused. If you would like to remain a member, I can upgrade you to RV coverage at no cost, as stated above. Thank you, Jessica D.