AAA utilizes [redacted] ’s Service Center, an independent contractor, in this service area Independent contractors, in this case [redacted] ’s Service Center, are solely responsible for damages that may occur during the delivery of service To manage situations like this, AAA employs a damage representative to act as an impartial intermediary to hold the contracted facility responsible if the related investigation shows that the facility was indeed the cause of the damage As happened in this situation, the damage representative must rely on the evidence presented by the damage itself before reaching a decision of liability Both members and contractors rely on AAA to evaluate the evidence before making such a decision In addition, contractors are often faced with situations where the body of the vehicle has been compromised While the contractor takes care to avoid further damage, it can be inevitable to recover the vehicle However, that does not make the cause of the problem – the initial damage – their liability In reviewing the photos again, it is apparent that the vehicle sustained damage upon entry to snow bank from which the member needed to be winched The evidence of how the damage occurred is best demonstrated by photos of the vehicle: In photo #1, please observe these indicators of damage upon entry into the snow: · PHOTO #1: The damage to the left of the photo, on the bumper appears to be pushed in and up, which disconnected the bumper, now leaving a gap between the bumper and headlight The crack in the bumper is obviously pushed in, along with the portion of the lower bumper (beneath the grill), where the impact appears to have started At impact, the low forceful impact pushed upward, cracking the bumper, then pushing upward to where the bumper meets the headlight, improperly aligning it This evidence of a pushing force does not support damage caused by a pulling motion that would have been necessary to extricate the vehicle · In addition, please look at the snow in the grill The packed snow indicates that the snow was forcefully pushed into the grill This packed snow does not support damage created by a pulling motion that would have been present during extrication More evidence of a forceful entry into the packed snow is clearly evident in photo # · PHOTO #2: In addition to the snow pack in the grill, please note the upward push of the grill This upward push, starting on the left where the impact began, does not support damage that could have been created by the pulling motion of extrication · PHOTO #3: This photo, taken by our damage representative on 2/10/15, clearly shows that these are seasonal roads AAA membership does not cover seasonal roads, as described in the Terms and Conditions of AAA membership The driver went to see exactly where the member was located to determine if he could help The member stated that she would have had another source of service help her After much difficulty maneuvering his truck on the seasonal road, the driver would have preferred that option, but does not recall having that option presented · PHOTO 4: Also taken upon a site visit from our damage representative on 2/10/15, this photo shows the entry points of the vehicle at the scene This road has not been plowed or treated for passage by any vehicles The member’s vehicle entered into the packed snow quite forcefully, as the photo shows, where the entire length of the vehicle was in the snow pack Entry that far into the packed snow supports the force necessary to pack snow in the grill and the crack in the bumper As stated earlier, the decision to hold the contracted facility liable for damages is determined by the evidence presented by the damage In this case, the evidence shows that the damage was sustained by forceful entry into snow Though we fully understand the difficulties and cost a damaged vehicle presents to the member, we must also understand that a contracted facility cannot be held responsible for this damage when it clearly happened upon entry into the snow The photos are attached Thank you
Thank you for sharing the member’s feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facilityWe are sorry to hear that she was not completely satisfied with the services she received According to our records, the member was scheduled for service at 8:a.mon March 26, Our mechanic completed the free 30-Point Vehicle Safety Check, which our Car Care Plus facilities offer free to every AAA member to keep them safe on the road and look for warning signs of problems before they become unnecessary and expensive repairsThe attached 30-Point Vehicle Safety Check Report Card outlines the findings of our mechanic’s 30-Point Vehicle Safety Check along with the following recommendations for repair: New tires: The left rear tire tread was chopped and low on tread at 2/32” The right rear tire was found to be 3/32” Replace front lower ball joint and left front outer tie rod: Right front lower ball joint was very loose and showing symptoms of imminent separation This represents a significant safety issue, as the failure of this part may cause the vehicle to sustain damage and/or loss of control In addition, the left front outer tie rod must be replaced as it is a ball and socket joint Any movement in the joint would require replacement per New York inspection guidelines Tune Up: Based on the mileage of the vehicle, the mechanic also suggested a tune up which includes a fuel induction service, spark plug boots, and air filter The member declined the recommended repairs and the oil change and tire rotation were completed Our records show that payment was made at 9:a.m., one hour and eighteen minutes after her scheduled appointment and within the scope of practice for the services provided We sincerely apologize for any discrepancies between our mechanic’s diagnosis and that of the member’s personal mechanic We do, however, stand behind our recommendations Nonetheless, as a gesture of goodwill, AAA has agreed to issue a refund to the member for the oil change provided on March 26, A credit of $will be issued to her [redacted] card within 7- business daysFurthermore, AAA would be more than happy to schedule a time to show the member why the repairs for her vehicle were recommended She may contact us at ###-###-#### if she would like to schedule a time to review the repairs We appreciate her membership with AAA Western and Central New York and we look forward to serving her automotive needs in the future Sincerely, [redacted] Senior Member Relations Analyst AAA Western & Central New York
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 I have read the response from [redacted] , Senior Member Relations AnalystI offer the following:-This claim, in its entirety, is based on the guarantee we were given by the AAA customer service representative, on Monday, May 13, 2013, when we renewed our AAA membershipMy records absolutely reflect the conversation I had on Monday, May 13, with an AAA Retention Specialist assuring us that our AAA Membership renewal included potential coverage of the dual wheeled vehicleWe received the solicitation call from AAA; we did NOT call AAA for renewalI have a clear remembrance and documentation of that conversationWe would certainly NOT have renewed if the dual wheeled vehicle would not potentially receive coverageOur annual renewal was actually EXTENDED by AAA for an additional month (expiry date of 7/31/'14) as "A COURTESY FOR OUR INCONVENIENCE!" It is BOTH upsetting and concerning that AAA records are allegedly limited to whatever notes an employee chooses to enter in the system.- "As per the member's complaint, our retention specialist contacted the member in June following her membership expiry date of April 30, 2013." We were contacted by an AAA retention specialist on Monday, May 13, Note: The referenced 'complaint' concerns AAA notifying us we would ONLY be eligible to renew as Basic members because of 'excessive use of membership benefits'It was further explained to us that AAA membership is not limited to roadside assistance and we were EXPECTED to 'take advantage of the additional services offered by AAA, including their insurance services, travel agency, driver training programs, etc.' We chose to not renew our memberships upon the expiry of April 30, 2013.I am unable to explain -or comprehend- how AAA states: "4/22/'- service not rendered AAA has no record that another tow truck was sent to provide service to the vehicle, nor any record that service was provided to this vehicle anytime in or 2014."This is 100% and inaccurate We are absolutely certain we called AAA to tow the dual wheeled vehicle, and equally as certain the dual wheeled vehicle was towed by AAAAn AAA driver absolutely arrived and informed us his tow truck was unable to tow the vehicle; he then called to have a different have tow truck dispatched to the scene ( [redacted] Road, [redacted] , NY)A different AAA tow truck arrived on site and proceeded to tow the dual wheeled vehicle to ***'s Auto Service, [redacted] Avenue, [redacted] , NYWe have recently asked the auto garage to pull their records as proof for our caseWe are waiting for their documentation.- "I sincerely apologize if the conversation with our Retention Specialist resulted in any confusion regarding the types of vehicle covered under the AAA Emergency Roadside Assistance benefit." We are insulted and outraged that any potential 'confusion' is being applied toward usWe remain firm with our absolute clear understanding of the dual wheeled vehicle coverage GUARANTEED by the Retention Specialist- "While AAA would like to cover all vehicles a member owns, such as a dual wheeled flatbed vehicle, certain considerations preclude that Many of the vehicles and trailers that we will not cover are typically loaded with work equipment or very expensive items which would require transportation As you can imagine, the cost of providing such coverage would necessarily make membership rates prohibitively expensive." Our dual wheel vehicle was NOT loaded when it was towed by AAA on April 22, 2013, nor was it loaded when we needed our AAA membership services on March 23, We WERE asked if the flatbed was empty when we called for its tow on April 22, We SPECIFICALLY made certain it was UNLOADED on March 23, PRIOR to calling for the tow, BECAUSE WE KNEW AAA REQUIRED the dual wheeled vehicle be UNLOADEDWe were aware of this from THE PREVIOUS TOW (April 22, 2013) This 'technicality' in and of itself serves as proof of our accurate recollection of that very same dual wheeled vehicle being towed by AAA.-We're AAA Plus/Rv members If a dual wheeled flatbed allegedly "cannot" be towed by AAA, how would a RV be towed?- "Upgraded coverage to AAA Plus/Rv and AAA Premium/RV provides enhanced towing and roadside assistance benefits." Again, our membership IS AAA Plus/RV The "enhanced" should be clearly defined, unless it is merely a discretionary term ?- "These terms are explained more fully in the AAA Terms and Conditions guide, provided upon enrollment." We have no documentation or recollection of ever receiving said guideWe spoke with SEVERAL AAA Members regarding their alleged receipt or possession of said "Terms and Conditions guide" and ALL persons responded they had no recollection of receiving -or even being aware of - said guideWe did attempt to view the guide at ***.com, however, the "page could not be found." We attempted access via several systems (smartphones, laptop, ***, and desktops) AND through a variety of search options (searching directly within ***.com, as well as searching "AAA Terms and Conditions Guide" via [redacted] , ***, and ***We were unable to locate said guide - ANYWHERE.- If memberships can be cancelled because of "over use", are members entitled to a refund for "under use" of services?- We are aware, regrettably, that we're 'fighting a forest fire with a squirt gun' in our attempt to upright the wrong induced upon us by AAA We have never filed a complaint with the Revdex.com before We stand firm in our position that we were GUARANTEED coverage of the dual wheeled flatbed when we renewed our membershipAgain, we find it reprehensible that "notes in a system" are at the discretion of the person entering (or extracting) the information.Thank you for your time Regards, [redacted]
We would like to thank our member for taking the time to share her feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facility Member feedback is essential to helping us provide the quality service that we are known for and is expected by our members AAA takes member service issues very seriously and we are sorry to hear that she was not completely satisfied with her experienceBelow is a brief outline of the events regarding the member’s concern: · On August 16, 2014, the member brought her [redacted] to our to our [redacted] Car Care Plus vehicle maintenance and repair facility for an inspection The vehicle failed inspection for inadequate brakes, rotors, and stabilizer links · On Saturday, August 30, 2014, the member returned to our repair facility requesting a another inspection, indicating that the deficient items had been repaired Believing that the brakes were functional after the member said they had been repaired, the vehicle was pulled into a repair bay However, the brakes had been repaired improperly and upon pulling the vehicle into the shop, the brakes failed completely, resulting in a slow speed impact with a shop toolbox This 3rd party repair was certainly beyond the control of the repair technician · While the member requested to take the vehicle out of the shop, our manager was concerned for our member’s safety and repaired the brakes and provided a re-inspection at no charge to the member, costing AAA $Our manager also agreed to pay for the damages incurred by the collision with the toolbox · The member submitted an Estimate of Repair from a collision shop for over $2, This estimate included preexisting damage to the front end of her vehicle, all verified by the insurance adjustor · The member unreasonably misinterpreted the promise to pay for the damages, made by our Car Care Plus manager Our insurance adjustor noted that the actual cost of repairing the damages resulting from the toolbox collision was approximately $ · Due to multiple miscommunications between AAA Car Care Plus, our insurance company, the collision repair shop, and the member, our insurance company recommended AAA pay $2,to repair the vehicle, even though this included repairs to pre-existing damage as determined by a thorough investigation from our insurance adjustors In the Release of All Claims signed by the member, AAA also agreed to pay for rental costs and any concealed damages related to the accident at our Car Care Plus repair facilityOur insurance company has since sent a check in the amount of $to cover the cost of the rental vehicle during repair · The collision repair shop requested authorization to repair concealed damages which include repairs to a hinge, the antenna, and the windshield for a total of $ We apologize for any delay in response from AAA and our insurance company regarding the repair supplement Though it has been determined that these damages are not related to the impact with the toolbox, AAA has agreed to pay for the supplemental repair totaling $as a gesture of goodwill · As AAA has incurred a total cost of $3,as a direct result of the faulty repairs to her vehicle, we request that the member no longer patronize our Car Care Plus repair facilities If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you [redacted] Senior Member Relations Analyst AAA Western & Central New York
We have attached the copy from my doctor regarding my hospitalization I was admitted to [redacted] Medical University Neurosurgical Intensive Care Unit where I was monitored for three days I was advised strongly not to travel due to my medical condition of a cerebral hemorrhage I have stabilized and have been cleared to travel When we planned the trip, we were offered insurance costing $ After paying over $for the trip, this seemed unreasonably high Our intentions were to honor our trip plans but due to this tragic unforseen occurrence were unable to go We never planned on not going on the trip Even now we would like to fulfill the trip agreement and go to Aruba through AAA paying $4300, which is at the top of our budget It is unfair and unreasonable that we should lose $through no fault of our own We believe that AAA nor whomever they scheduled the trip through has nothing to lose but good will and their reputation
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 belowI have reviewed the evidence presented by the "impartial intermediary" and completely disagree with itThe photos presented of the car damage DO NOT prove that it was caused before the ***'s tow truck driver camePHOTO #& #2: The damage that you are explaining was caused when the tow truck driver lifted my car, from the rear, which angled the front of the car (right bumper and grill) deep into the snow in the middle of the roadAs explained in my prior statement, before the tow truck driver I tried to shovel around that exact area and I know, because the snow was under the car, not around the bumper that there was NO DAMAGE BEFORE I WAS TOWED The same damage that you are explaining and trying to say was caused by a 'low forceful impact' never happened The only impact was from the driver lifting my car at an angle and shoving the front end into the snow and dragging itPHOTO #3: The entrance to the park that was photographed is still accessible from *** Road and plowed to a certain point If AAA couldn't help without causing damage to my car they shouldn't have tried The 'gentleman' that arrived was, as previously stated, totally disrespectful and unprofessional In hindsight I should have just told him to leave and I should have called AAA back right then and there and explained what an intimidating-awful driver they had sent to me I don't know why he doesn't recall me stating times that if it was too much trouble that I could have my husband leave work and I'm sure he could have brought a tow rope to pull mePHOTO #4: This photo was taken days after the incident The day of the incident there were clear tracks through the snow that my car was able to negotiate, without any forceful impact, until the tracks ended and I could get no further The investigator is making it seem like this road is never used This is totally false There is lots of traffic on this road because of the frisbee golf courses and the use the park for dog walking Again, if AAA thinks I was too far off a road they shouldn't have come at allThough when I read some of the statements on their *** page I read that several customers were very surprised that they were found by AAA because they were so far off the main road So, I am sure I am not the first customer to ever have an issue not on a main roadI understand that AAA's "impartial intermediary" thinks he has all the facts but in reality he never even asked me any of the questions that he asked the tow truck driver He got his side of the story and that's it. *** ***, the investigator, called me to ask what the damage was and where it happened He never called me back to ask me any other questions and made his determination solely on the 'facts' that he received from the driver AAA is so wrong in this instance and they will never do anything to make it right Again, I am reporting the incident to our insurance company and they are aware that AAA is the only cause of the damage and may take action on their own I just want other people to know what a horrible-irresponsible company AAA is and the kind of awful customer service they provide but judging from most comments on their *** page I really am not the only one who thinks that They should be ashamed of the way they treat people*** ***
Thank
you for your response to our last message
In
the member’s initial complaint to the Revdex.com, she detailed a
successful complaint resolution as “I want AAA and *** to pay the
outstanding monies due for the concealed damages that they caused and created
which is due to *** ***Neither AAA or *** *** are taking
full responsibility and have handled this very poorly.”
AAA Western
and Central New York has taken full responsibility for this situation,
evidenced by full payment as the member requested. We apologize that the
situation occurred and acknowledged a series of miscommunications and missteps
in resolving the member’s initial complaint. As a result a full
reimbursement has been provided, which met the member’s desired settlement in
full
To
address the most recent concerns, please find a synopsis of each, below:
Brake Replacement
The
member states: “The fact that they stated they replaced my brakes is not
correct either and very miss leading, along with all the other
information they quoted.”
In
reviewing the materials provided for this complaint, I do not find where it was
stated that the brakes were entirely replaced. The response, dated
11/12/14, does state “…our manager was concerned for our member’s safety and
repaired the brakes and provided re-inspection at no charge to the members,
costing AAA $570.93.” The work done involved service as well as
some replacement, but I don’t find where a misrepresentation of full brake
repair was presented nor was it ever AAA’s intent to misrepresent the work
completed
Driver’s Side Window
In
this last response, the member claims she is due a repair of her door locks and
driver’s side window. In the member’s records, I found a related invoice
dated from an appointment on June 28, 2014, where problems with her window
regulator and stabilizer link kit were identified to repair the problem
Though two specific repairs/replacements were identified to make the
window fully operational, the member opted to reattach the window to the regulator
only, keeping it up but not repairing the problem.
Truly
fixing the problem with the window would have necessitated a completion of the
recommended repairs
It
is difficult to establish a connection with a window issue in June and this
complaint, in November.
Door Locks
The
member states this was related to work on the window. As stated
previously, the window was reset only. I found no mention of a
problem with the door locks, nor any related work on the door locks, in any of
the work performed at Car Care Plus ***
It
is difficult to establish a connection with this door lock issue and the issue
currently being dealt with through the Revdex.com
With full adherence to the member’s desired
settlement, we look forward to the conclusion of this complaint
Thank you allowing AAA Western and Central New York a chance
to respond to the member’s concern about his recent request for emergency
roadside assistance. I am sorry to hear that he had difficulties getting
in touch with our Member Contact Center and I apologize that we could
not
provide emergency road service to him in a timely mannerWith safety as a top
priority, it is, and always has been, our goal to provide first-class road
service as quickly as possible
While AAA Western and Central New York serves a region where
wintry weather is expected, this year has brought freezing temperatures and
snow accumulation totals that haven’t been experienced in this area for
decades. The member can be assured that all of our AAA associates,
emergency road service technicians, and contracted garages have been mobilized
and are working overtime to help our members in needNonetheless, the
extraordinarily high volume of emergency road service requests as a result of
the recent weather events has made it very difficult for AAA to provide all of
our members with the prompt service for which AAA is known
Our records indicate
that our driver arrived on site to provide service to the member at 8:a.m
on Thursday, February 19thThe driver reports that neither the vehicle
nor the member were on site to receive serviceIf the member received
private service, the Club will provide reimbursement for covered services at
the prevailing commercial rate for the region, based on his level of
membership. He can submit for reimbursement of covered services by
completing and returning the attached Emergency Road Service Reimbursement
Form, along with his original paid itemized receipt. In addition, to help
rectify the situation, this emergency road
service request will not count against his four allowable free service calls
during the membership year
AAA is a member-oriented
association and we work diligently to provide service as efficiently and
professionally as possible. We recognize the inconvenience that
comes with car trouble, and we apologize for the service delay and lack of
timely communication that the member experienced. I can certainly understand the member’s frustration, but
trust that he understands the circumstances surrounding the recent delay for
emergency roadside assistanceWe appreciate his continued membership with AAA
Western and Central New York
*** ***
Senior Member Relations Analyst
AAA Western & Central New York
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for you help. Regards, *** ***
Thank you for contacting AAA Western and
Central New York regarding the member’s request for emergency roadside
assistance on February 4, We apologize if the member was not satisfied
with the service provided and the response to her damage claimOn February 6, 2015, the member’s husband
contacted AAA to report
damage to the front bumper of the vehicleThe member and her husband also
reported the damage to our Director of Emergency Road Service Operations at the
*** Auto Show on February 8, 2015. In both instances, the member was
assured that our Damage Investigator would contact her to examine the vehicle
Accordingly, our Damage Investigator contacted the member on February 9,
and arranged to inspect the vehicle and the winch site. After
inspecting the vehicle and winch site, reviewing the documentation from the
service request, and interviewing the driver, our Damage Investigator was able
to determine that the bumper was damaged prior to the service provided by our
driver, likely resulting from hitting the snow. While our Damage
Investigator could not definitively determine if the damage to the bumper was
exacerbated by the AAA service, he was able to conclude that any additional damage
would have been unavoidable in the course of winching the vehicle.
Accordingly, the member was informed that she would not be eligible for
reimbursement of the repairs to the vehicle’s bumper
AAA is a member-oriented association and requires our partners and
contracted facilities to demonstrate a high level of professionalism and to
assist each member to the best of their abilityI am sorry to hear that the
driver was not professional and courteous at all timesThe member can be
assured that her comments have been forwarded to the Emergency Road Service
field representative for internal follow up with the garage and the driver
involved
Thank you again for allowing AAA the
opportunity to respond to the member’s concern. I can certainly
understand her frustration over the service she received, but trust that she
understands why her damage claim was deniedWe appreciate her continued
membership with AAA Western and Central New York and we look forward to serving
her in the future.
Sincerely, *** ***
Senior
Member Relations Analyst
AAA
Western & Central New York
Thank you for contacting AAA Western and Central New
York regarding our member’s request for emergency roadside assistance on
January 21, 2015. We apologize if the driver and dispatcher were not
professional and courteous at all times.
AAA
requires our associates and contracted facilities to demonstrate a high level
of professionalism and to assist each member to the best of their ability. I am
sorry to hear that the member not given this same expert service. Upon
learning of the member’s concern regarding the overmiles, our supervisor
confirmed that no overmiles were due and this emergency road service request
would not count against his four allowable free service calls during the
membership year. In addition, the member can be assured that the his
comments have been forwarded to the appropriate manager for internal follow up
with the dispatcher and the driver involved.
On July
22, 2015, our Member Contact Center supervisor received an e-mail
correspondence from the member. In addition to expressing concern about
the driver and dispatcher, the member indicated that there may be damage to the
vehicle as a result of the driver’s roadside repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our field representative found that the
shifter cable had no bearing on the shifting ability, and could have previously
been broken or broken when the cable was removed for replacement.
Nonetheless, our field representative requested invoices for parts and labor
for goodwill reimbursement consideration. The member showed our field
representative two invoices for parts and an additional estimate, requesting
that AAA reimburse for the amount listed on the estimate. Our field
representative advised that AAA can only reimburse for expenses paid. The
member requested that our field representative leave the premises. Our
field representative was unable to obtain copies of the invoices or photo
documentation of the vehicle.
On July
24, 2015, our Member Contact Center supervisor received another e-mail
correspondence from the member. Subsequently, our field representative
met with the member again and assured him that AAA would reimburse for the
parts and labor upon completion of repairs. The member showed the field
representative an estimate and our field representative again advised that a reimbursement
could be processed once payment for the repairs had been made. Again, the
member requested that our field representative leave the premises. As the
member refused to provide a copy of the invoice for parts and labor, no
reimbursement was issued to the member.
As
stated to the member previously, AAA has agreed to provide reimbursement of the
parts and labor required to replace the shifter cable as a gesture of goodwill.
In order to receive a check for reimbursement, the member must submit a copy of
a paid invoice, as AAA cannot provide reimbursement for an estimate. As
our offer to provide reimbursement for the parts and labor required to replace
the shifter cable is a gesture of goodwill, AAA Western & Central New York
will not provide the member and his wife a two-year complimentary premier
membership.
Thank
you again for contacting AAA regarding our member’s concern. If you would like
to discuss this matter further, please feel free to contact me directly, and
I’ll be happy to speak with you.
Sincerely,
Katie G.
Senior Member
Relations Analyst
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]
Thank you for contacting AAA Western and Central New York regarding our member’s recent request for emergency road service. I apologize that our driver damaged his fence while providing emergency roadside assistance on March 16, 2017. Upon learning of the damage to our member’s fence, our...
damage investigator contacted him to arrange an inspection of the damaged property. Our investigator found that one section of the fence would require replacement. Accordingly, the member was advised to provide our damage investigator with an estimate for review, which is necessary to issue proper reimbursement for repairs. While AAA is a leader in the automotive industry and can confidently recommend our Approved Auto Repair facilities for vehicle maintenance and repairs, we are not experts in the fencing business and could not ensure that any particular contractor would provide quality work. Accordingly, AAA affords the member the opportunity to choose a properly licensed contractor that he feels will provide quality repair work for his damaged fence. To ensure timely reimbursement of his fence repairs, AAA requests that the member send an estimate for repairs to our damage investigator, Charles W., at [redacted], NY [redacted]. It can also be sent to his attention via fax at ###-###-#### or e-mail at [redacted].com. Thank you again for sharing our member’s feedback. AAA understands that scheduling contractors to obtain an estimate is an added inconvenience for our member. In recognition of this inconvenience and as a gesture of goodwill, I’ve placed a complimentary three month extension to the member's AAA membership account. A membership card featuring his new expiry date will arrive at the address listed on his membership account via postal mail within 14 business days. If you have any questions or if you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
AAA would like to thank our member for taking the time to share her feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facility. We are sorry to hear that she was not completely satisfied with the services she received. On February 13,...
2015 the member’s vehicle was towed to our AAA Car Care Plus location on [redacted] Road in [redacted]. NY. Our records indicate that our service advisor was advised to get the vehicle started only, and not to address any other repairs. Our technician discovered a blown fuse in an engine fuse box which was missing a cover. The technician replaced the fuse and was able to start the vehicle. Accordingly, he documented his findings on the invoice, along with a prognosis if the problem continued. Our shop manager showed the member and her step-father the blown fuse and provided a few additional fuses at no charge. The vehicle died again while at the shop and our manager discussed the options for repair. A decision was made to tow the vehicle out of the shop, as diagnostic charges necessary to search for a short can be costly. On February 20, 2015, the member contacted our shop manager and expressed her concern that the vehicle was not repaired. He clarified that the shop was instructed not to fix the vehicle, only to get the vehicle started. The manager explained that the shop was able to get the vehicle started and it was made clear that additional repairs were needed to keep the vehicle running and those repairs were declined. The telephone call disconnected and our shop manager contacted the member immediately to complete the discussion. While he could not reach the member, he left a message offering a 50% refund as a gesture of goodwill. The member did not make any further contact with our shop manager. While AAA Western and Central New York maintains that the work performed on the vehicle was completed as per the member’s instructions and the member was charged accordingly, as a one-time courtesy and gesture of goodwill, we have agreed to issue a refund to the member in the amount of $101.24. The member will receive a check via postal mail within 7-10 business days. Thank you again for allowing AAA the opportunity to respond to the member’s concern. We appreciate her continued membership with AAA Western and Central New York and we look forward to serving her in the future. If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, [redacted] Senior Member Relations Analyst
Thank you for contacting AAA Western and Central New
York regarding our member’s request for emergency roadside assistance on
January 21, 2015. We apologize if the driver and dispatcher were not
professional and courteous at all times.
AAA
requires our associates and contracted...
facilities to demonstrate a high level
of professionalism and to assist each member to the best of their ability. I am
sorry to hear that the member not given this same expert service. Upon
learning of the member’s concern regarding the overmiles, our supervisor
confirmed that no overmiles were due and this emergency road service request
would not count against his four allowable free service calls during the
membership year. In addition, the member can be assured that the his
comments have been forwarded to the appropriate manager for internal follow up
with the dispatcher and the driver involved.
On July
22, 2015, our Member Contact Center supervisor received an e-mail
correspondence from the member. In addition to expressing concern about
the driver and dispatcher, the member indicated that there may be damage to the
vehicle as a result of the driver’s roadside repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our field representative found that the
shifter cable had no bearing on the shifting ability, and could have previously
been broken or broken when the cable was removed for replacement.
Nonetheless, our field representative requested invoices for parts and labor
for goodwill reimbursement consideration. The member showed our field
representative two invoices for parts and an additional estimate, requesting
that AAA reimburse for the amount listed on the estimate. Our field
representative advised that AAA can only reimburse for expenses paid. The
member requested that our field representative leave the premises. Our
field representative was unable to obtain copies of the invoices or photo
documentation of the vehicle.
On July
24, 2015, our Member Contact Center supervisor received another e-mail
correspondence from the member. Subsequently, our field representative
met with the member again and assured him that AAA would reimburse for the
parts and labor upon completion of repairs. The member showed the field
representative an estimate and our field representative again advised that a reimbursement
could be processed once payment for the repairs had been made. Again, the
member requested that our field representative leave the premises. As the
member refused to provide a copy of the invoice for parts and labor, no
reimbursement was issued to the member.
As
stated to the member previously, AAA has agreed to provide reimbursement of the
parts and labor required to replace the shifter cable as a gesture of goodwill.
In order to receive a check for reimbursement, the member must submit a copy of
a paid invoice, as AAA cannot provide reimbursement for an estimate. As
our offer to provide reimbursement for the parts and labor required to replace
the shifter cable is a gesture of goodwill, AAA Western & Central New York
will not provide the member and his wife a two-year complimentary premier
membership.
Thank
you again for contacting AAA regarding our member’s concern. If you would like
to discuss this matter further, please feel free to contact me directly, and
I’ll be happy to speak with you.
Sincerely,
Katie G.
Senior Member
Relations Analyst
I would like to thank the member for sharing his feedback
regarding his recent experience with AAA Western and Central New York. I truly understand the member’s disappointment,
but hope I can clarify why his claim was not eligible for reimbursement.
According to the AAA...
Western and Central New York Terms and
Conditions guide, “emergency roadside assistance will not be rendered to any
vehicle when towing is requested other than for mechanical breakdown or
accidents.” While AAA Western and Central New York provides full
reimbursement for covered services for police ordered tows, the member
indicated on his Road Service Reimbursement Request form that he was arrested
by the state police. When speaking with our representative, the member
explained that he was pulled over by the police for speeding and subsequently
arrested for driving under the influence of a controlled substance. Also,
the receipt from the garage states that the tow was ordered during a traffic
stop. As it is clear that police did not order the tow as a result of a
mechanical breakdown or accident, the member was sent a letter on November 5th
indicating that he was not eligible for reimbursement. The member has claimed that he was falsely
arrested and indicated that he is pursuing the matter legally with the state
police. If it is determined that he was falsely arrested, we would advise
the member to seek reimbursement from the state police.
AAA has also reviewed all telephone and e-mail
correspondence between the member and our Member Contact Center associates
regarding his reimbursement request. The member was informed that we
reimburse for covered services and advised to submit for reimbursement
consideration, but was never informed that he would be fully reimbursed for his
claim as he states in his complaint.
The member also expressed concern regarding his request for
emergency roadside assistance on June 13, 2014. On June 14, 2014, the
member contacted AAA Western and Central New York expressing concern that the
driver was instructed to leave the keys in the vehicle upon arriving at the
repair shop; however, the owner of the shop could not locate the keys to the
vehicle which were needed to begin the necessary repairs. The member
expressed disappointment as repairs were supposed to begin immediately.
Upon investigation, it was determined that the keys were left with the shop
owner’s brother and the shop owner was able to retrieve the keys. To
resolve the concern, AAA ensured that the road service request did not count
towards the member’s four free allowable service calls for the membership year.
In addition, as a courtesy to the member, AAA arranged to have the vehicle
delivered to the member’s home upon completion of the repair.
We
sincerely regret any frustration or inconvenience this experience has caused
our member. However, we cannot reimburse the member for services that are
not covered under the terms of his AAA membership. If you have any further
questions or concerns, please don’t hesitate to contact me directly.
Thank you for
sharing the member’s feedback about her recent experience at our AAA Car Care
Plus vehicle maintenance and repair facility. We are sorry to hear that she was
not completely satisfied with the services she received.
According to our
records, the member was...
scheduled for service at 8:00 a.m. on March 26,
2015. Our mechanic completed the free 30-Point Vehicle Safety Check,
which our Car Care Plus facilities offer free to every AAA member to keep
them safe on the road and look for warning signs of problems before they become
unnecessary and expensive repairs. The attached 30-Point Vehicle Safety Check
Report Card outlines the findings of our mechanic’s 30-Point Vehicle Safety
Check along with the following recommendations for repair:
New tires: The left rear tire tread was chopped and low
on tread at 2/32”. The right rear tire was found to be 3/32”.
Replace front lower ball joint and left front outer
tie rod: Right front lower ball joint was
very loose and showing symptoms of imminent separation. This
represents a significant safety issue, as the failure of this part may
cause the vehicle to sustain damage and/or loss of control. In
addition, the left front outer tie rod must be replaced as it is a ball
and socket joint. Any movement in the joint would require
replacement per New York inspection guidelines.
Tune Up: Based on the mileage of the vehicle, the mechanic
also suggested a tune up which includes a fuel induction service, spark
plug boots, and air filter.
The member declined
the recommended repairs and the oil change and tire rotation were
completed. Our records show that payment was made at 9:18 a.m., one hour
and eighteen minutes after her scheduled appointment and within the scope of
practice for the services provided.
We sincerely apologize for any
discrepancies between our mechanic’s diagnosis and that of the member’s
personal mechanic. We do, however, stand behind our
recommendations. Nonetheless, as a gesture of goodwill, AAA has agreed to
issue a refund to the member for the oil change provided on March 26,
2015. A credit of $32.61 will be issued to her [redacted] card within 7-10
business days. Furthermore, AAA would be more than happy to schedule a time to
show the member why the repairs for her vehicle were recommended. She may
contact us at ###-###-#### if she would like to schedule a time to review the
repairs.
We appreciate her
membership with AAA Western and Central New York and we look forward to serving
her automotive needs in the future.
Sincerely,
[redacted]
Senior Member Relations Analyst
AAA Western & Central New York
Thank you for sharing the member’s response. We have reviewed her
concerns and have addressed the outstanding issues below:
AAA Western and Central New York has no record
of a phone call made by our Retention Specialist on May 13,2013, nor was a
renewal payment made at that time. Our records show that the
Retention Specialist contacted the member on June 5, 2013, when he extended
the membership as a gesture of goodwill and collected a renewal
payment. A receipt of payment verifying that membership dues were
collected on June 5, 2013 is attached. We regret that we cannot
review the call recording and we sincerely apologize if the member was
misinformed by our Retention Specialist. Nonetheless, while the
vehicle in question is not covered by AAA service, members on this account
were covered for, and used services for a 2011 [redacted] and [redacted]
and a 2010 [redacted]. Furthermore, the member utilized the AAA discount
at a local gasoline provider multiple times. The cost of these
services exceeds the membership dues paid by the member, and as such, no
refund is due to the member.
There seems to be some confusion on the services
for April 22, 2013: We have record that the member called for service, but
service was not delivered. We did not mean to indicate that we had
not heard from the member on April 22, 2013. The member did place a
request for service that day. Our call records show that when the member contacted AAA for service on
April 22, 2013, she indicated that the vehicle was a “stake truck.” Our
counselor advised that it may not be covered and a driver was sent to
evaluate. The driver confirmed that the vehicle had a 12 foot flatbed on
the back. While unloaded dual-wheeled pickup trucks are covered under the
AAA membership, the member’s vehicle did not have a pickup bed, and as such, it
was not covered under the terms of her AAA membership. The call request
was subsequently cancelled and there is no record that any AAA covered services
were provided. If the vehicle was towed by a AAA contractor as the
member contends, it is likely that the member paid our contractor for a private
service tow.
AAA Western and Central New York strives to deliver
excellent service and places a high priority on member satisfaction. We are truly
regretful if our Retention Specialist misinformed the member regarding the
types of vehicle covered under the AAA membership. This is inconsequential to
the member’s request for a refund however, as the cost of roadside services
utilized by the member exceeds the dues paid. With any money paid into
AAA membership spent on service for the [redacted] and [redacted], there are no monies
on the account to offer the member a refund of the dues for this apparent
misinformation.
Sincerely,
[redacted]
Senior Member Relations Analyst
AAA Western & Central New York
March 29, 2016Re: Case ID# [redacted]Dear Sir or Madam,Thank you for contacting AAA regarding our member’s recent request for Emergency Roadside Assistance in Wauchula, Florida. We apologize that he was not satisfied with his experience. Our attempts to contact the member regarding his concern...
on March 21, 2016 and March 23, 2016 were unsuccessful.While our member’s AAA membership covers him anywhere throughout the U.S. and Canada, each AAA club in a particular region will have its own set of policies and procedures which may differ slightly from the club in which his membership resides. Nevertheless, AAA holds all clubs, no matter which region they come from, to a high level of member satisfaction and we regret that he did not receive that. Please be assured that after receiving his concern, I followed up with the Member Relations Department from AAA Auto Club Group- Southern Region. They have assured me that this has been forwarded to the appropriate manager for proper follow up with all associates involved. AAA is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide members with peace of mind in unforeseen circumstances. Our member’s experience does not reflect the level of member care for which we’re known, and I can certainly understand his disappointment. As the member suggests, to help rectify the situation, I have issued a full refund of the Associate membership dues and the optional RV Rider. A check in the amount of the $115 will be mailed to the address listed on his AAA membership account within 7-10 business days and the member can be assured that his benefits will remain in full force and effect throughout the remainder of his membership year. Thank you again for sharing our member’s experience. I can certainly understand his frustration over the service he received and hope that my action can redeem the situation to the extent possible. If you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you.Sincerely,Katie GaglianoSenior Member Relations AnalystAAA Western & Central New York100 International DriveBuffalo, NY 14221716-633-9860 ext. 78205716-929-3637 (fax)[email protected]
AAA utilizes [redacted] ’s Service Center, an independent contractor, in this service area Independent contractors, in this case [redacted] ’s Service Center, are solely responsible for damages that may occur during the delivery of service To manage situations like this, AAA employs a damage representative to act as an impartial intermediary to hold the contracted facility responsible if the related investigation shows that the facility was indeed the cause of the damage As happened in this situation, the damage representative must rely on the evidence presented by the damage itself before reaching a decision of liability Both members and contractors rely on AAA to evaluate the evidence before making such a decision In addition, contractors are often faced with situations where the body of the vehicle has been compromised While the contractor takes care to avoid further damage, it can be inevitable to recover the vehicle However, that does not make the cause of the problem – the initial damage – their liability In reviewing the photos again, it is apparent that the vehicle sustained damage upon entry to snow bank from which the member needed to be winched The evidence of how the damage occurred is best demonstrated by photos of the vehicle: In photo #1, please observe these indicators of damage upon entry into the snow: · PHOTO #1: The damage to the left of the photo, on the bumper appears to be pushed in and up, which disconnected the bumper, now leaving a gap between the bumper and headlight The crack in the bumper is obviously pushed in, along with the portion of the lower bumper (beneath the grill), where the impact appears to have started At impact, the low forceful impact pushed upward, cracking the bumper, then pushing upward to where the bumper meets the headlight, improperly aligning it This evidence of a pushing force does not support damage caused by a pulling motion that would have been necessary to extricate the vehicle · In addition, please look at the snow in the grill The packed snow indicates that the snow was forcefully pushed into the grill This packed snow does not support damage created by a pulling motion that would have been present during extrication More evidence of a forceful entry into the packed snow is clearly evident in photo # · PHOTO #2: In addition to the snow pack in the grill, please note the upward push of the grill This upward push, starting on the left where the impact began, does not support damage that could have been created by the pulling motion of extrication · PHOTO #3: This photo, taken by our damage representative on 2/10/15, clearly shows that these are seasonal roads AAA membership does not cover seasonal roads, as described in the Terms and Conditions of AAA membership The driver went to see exactly where the member was located to determine if he could help The member stated that she would have had another source of service help her After much difficulty maneuvering his truck on the seasonal road, the driver would have preferred that option, but does not recall having that option presented · PHOTO 4: Also taken upon a site visit from our damage representative on 2/10/15, this photo shows the entry points of the vehicle at the scene This road has not been plowed or treated for passage by any vehicles The member’s vehicle entered into the packed snow quite forcefully, as the photo shows, where the entire length of the vehicle was in the snow pack Entry that far into the packed snow supports the force necessary to pack snow in the grill and the crack in the bumper As stated earlier, the decision to hold the contracted facility liable for damages is determined by the evidence presented by the damage In this case, the evidence shows that the damage was sustained by forceful entry into snow Though we fully understand the difficulties and cost a damaged vehicle presents to the member, we must also understand that a contracted facility cannot be held responsible for this damage when it clearly happened upon entry into the snow The photos are attached Thank you
Thank you for sharing the member’s feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facilityWe are sorry to hear that she was not completely satisfied with the services she received According to our records, the member was scheduled for service at 8:a.mon March 26, Our mechanic completed the free 30-Point Vehicle Safety Check, which our Car Care Plus facilities offer free to every AAA member to keep them safe on the road and look for warning signs of problems before they become unnecessary and expensive repairsThe attached 30-Point Vehicle Safety Check Report Card outlines the findings of our mechanic’s 30-Point Vehicle Safety Check along with the following recommendations for repair: New tires: The left rear tire tread was chopped and low on tread at 2/32” The right rear tire was found to be 3/32” Replace front lower ball joint and left front outer tie rod: Right front lower ball joint was very loose and showing symptoms of imminent separation This represents a significant safety issue, as the failure of this part may cause the vehicle to sustain damage and/or loss of control In addition, the left front outer tie rod must be replaced as it is a ball and socket joint Any movement in the joint would require replacement per New York inspection guidelines Tune Up: Based on the mileage of the vehicle, the mechanic also suggested a tune up which includes a fuel induction service, spark plug boots, and air filter The member declined the recommended repairs and the oil change and tire rotation were completed Our records show that payment was made at 9:a.m., one hour and eighteen minutes after her scheduled appointment and within the scope of practice for the services provided We sincerely apologize for any discrepancies between our mechanic’s diagnosis and that of the member’s personal mechanic We do, however, stand behind our recommendations Nonetheless, as a gesture of goodwill, AAA has agreed to issue a refund to the member for the oil change provided on March 26, A credit of $will be issued to her [redacted] card within 7- business daysFurthermore, AAA would be more than happy to schedule a time to show the member why the repairs for her vehicle were recommended She may contact us at ###-###-#### if she would like to schedule a time to review the repairs We appreciate her membership with AAA Western and Central New York and we look forward to serving her automotive needs in the future Sincerely, [redacted] Senior Member Relations Analyst AAA Western & Central New York
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 I have read the response from [redacted] , Senior Member Relations AnalystI offer the following:-This claim, in its entirety, is based on the guarantee we were given by the AAA customer service representative, on Monday, May 13, 2013, when we renewed our AAA membershipMy records absolutely reflect the conversation I had on Monday, May 13, with an AAA Retention Specialist assuring us that our AAA Membership renewal included potential coverage of the dual wheeled vehicleWe received the solicitation call from AAA; we did NOT call AAA for renewalI have a clear remembrance and documentation of that conversationWe would certainly NOT have renewed if the dual wheeled vehicle would not potentially receive coverageOur annual renewal was actually EXTENDED by AAA for an additional month (expiry date of 7/31/'14) as "A COURTESY FOR OUR INCONVENIENCE!" It is BOTH upsetting and concerning that AAA records are allegedly limited to whatever notes an employee chooses to enter in the system.- "As per the member's complaint, our retention specialist contacted the member in June following her membership expiry date of April 30, 2013." We were contacted by an AAA retention specialist on Monday, May 13, Note: The referenced 'complaint' concerns AAA notifying us we would ONLY be eligible to renew as Basic members because of 'excessive use of membership benefits'It was further explained to us that AAA membership is not limited to roadside assistance and we were EXPECTED to 'take advantage of the additional services offered by AAA, including their insurance services, travel agency, driver training programs, etc.' We chose to not renew our memberships upon the expiry of April 30, 2013.I am unable to explain -or comprehend- how AAA states: "4/22/'- service not rendered AAA has no record that another tow truck was sent to provide service to the vehicle, nor any record that service was provided to this vehicle anytime in or 2014."This is 100% and inaccurate We are absolutely certain we called AAA to tow the dual wheeled vehicle, and equally as certain the dual wheeled vehicle was towed by AAAAn AAA driver absolutely arrived and informed us his tow truck was unable to tow the vehicle; he then called to have a different have tow truck dispatched to the scene ( [redacted] Road, [redacted] , NY)A different AAA tow truck arrived on site and proceeded to tow the dual wheeled vehicle to ***'s Auto Service, [redacted] Avenue, [redacted] , NYWe have recently asked the auto garage to pull their records as proof for our caseWe are waiting for their documentation.- "I sincerely apologize if the conversation with our Retention Specialist resulted in any confusion regarding the types of vehicle covered under the AAA Emergency Roadside Assistance benefit." We are insulted and outraged that any potential 'confusion' is being applied toward usWe remain firm with our absolute clear understanding of the dual wheeled vehicle coverage GUARANTEED by the Retention Specialist- "While AAA would like to cover all vehicles a member owns, such as a dual wheeled flatbed vehicle, certain considerations preclude that Many of the vehicles and trailers that we will not cover are typically loaded with work equipment or very expensive items which would require transportation As you can imagine, the cost of providing such coverage would necessarily make membership rates prohibitively expensive." Our dual wheel vehicle was NOT loaded when it was towed by AAA on April 22, 2013, nor was it loaded when we needed our AAA membership services on March 23, We WERE asked if the flatbed was empty when we called for its tow on April 22, We SPECIFICALLY made certain it was UNLOADED on March 23, PRIOR to calling for the tow, BECAUSE WE KNEW AAA REQUIRED the dual wheeled vehicle be UNLOADEDWe were aware of this from THE PREVIOUS TOW (April 22, 2013) This 'technicality' in and of itself serves as proof of our accurate recollection of that very same dual wheeled vehicle being towed by AAA.-We're AAA Plus/Rv members If a dual wheeled flatbed allegedly "cannot" be towed by AAA, how would a RV be towed?- "Upgraded coverage to AAA Plus/Rv and AAA Premium/RV provides enhanced towing and roadside assistance benefits." Again, our membership IS AAA Plus/RV The "enhanced" should be clearly defined, unless it is merely a discretionary term ?- "These terms are explained more fully in the AAA Terms and Conditions guide, provided upon enrollment." We have no documentation or recollection of ever receiving said guideWe spoke with SEVERAL AAA Members regarding their alleged receipt or possession of said "Terms and Conditions guide" and ALL persons responded they had no recollection of receiving -or even being aware of - said guideWe did attempt to view the guide at ***.com, however, the "page could not be found." We attempted access via several systems (smartphones, laptop, ***, and desktops) AND through a variety of search options (searching directly within ***.com, as well as searching "AAA Terms and Conditions Guide" via [redacted] , ***, and ***We were unable to locate said guide - ANYWHERE.- If memberships can be cancelled because of "over use", are members entitled to a refund for "under use" of services?- We are aware, regrettably, that we're 'fighting a forest fire with a squirt gun' in our attempt to upright the wrong induced upon us by AAA We have never filed a complaint with the Revdex.com before We stand firm in our position that we were GUARANTEED coverage of the dual wheeled flatbed when we renewed our membershipAgain, we find it reprehensible that "notes in a system" are at the discretion of the person entering (or extracting) the information.Thank you for your time Regards, [redacted]
We would like to thank our member for taking the time to share her feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facility Member feedback is essential to helping us provide the quality service that we are known for and is expected by our members AAA takes member service issues very seriously and we are sorry to hear that she was not completely satisfied with her experienceBelow is a brief outline of the events regarding the member’s concern: · On August 16, 2014, the member brought her [redacted] to our to our [redacted] Car Care Plus vehicle maintenance and repair facility for an inspection The vehicle failed inspection for inadequate brakes, rotors, and stabilizer links · On Saturday, August 30, 2014, the member returned to our repair facility requesting a another inspection, indicating that the deficient items had been repaired Believing that the brakes were functional after the member said they had been repaired, the vehicle was pulled into a repair bay However, the brakes had been repaired improperly and upon pulling the vehicle into the shop, the brakes failed completely, resulting in a slow speed impact with a shop toolbox This 3rd party repair was certainly beyond the control of the repair technician · While the member requested to take the vehicle out of the shop, our manager was concerned for our member’s safety and repaired the brakes and provided a re-inspection at no charge to the member, costing AAA $Our manager also agreed to pay for the damages incurred by the collision with the toolbox · The member submitted an Estimate of Repair from a collision shop for over $2, This estimate included preexisting damage to the front end of her vehicle, all verified by the insurance adjustor · The member unreasonably misinterpreted the promise to pay for the damages, made by our Car Care Plus manager Our insurance adjustor noted that the actual cost of repairing the damages resulting from the toolbox collision was approximately $ · Due to multiple miscommunications between AAA Car Care Plus, our insurance company, the collision repair shop, and the member, our insurance company recommended AAA pay $2,to repair the vehicle, even though this included repairs to pre-existing damage as determined by a thorough investigation from our insurance adjustors In the Release of All Claims signed by the member, AAA also agreed to pay for rental costs and any concealed damages related to the accident at our Car Care Plus repair facilityOur insurance company has since sent a check in the amount of $to cover the cost of the rental vehicle during repair · The collision repair shop requested authorization to repair concealed damages which include repairs to a hinge, the antenna, and the windshield for a total of $ We apologize for any delay in response from AAA and our insurance company regarding the repair supplement Though it has been determined that these damages are not related to the impact with the toolbox, AAA has agreed to pay for the supplemental repair totaling $as a gesture of goodwill · As AAA has incurred a total cost of $3,as a direct result of the faulty repairs to her vehicle, we request that the member no longer patronize our Car Care Plus repair facilities If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you [redacted] Senior Member Relations Analyst AAA Western & Central New York
We have attached the copy from my doctor regarding my hospitalization I was admitted to [redacted] Medical University Neurosurgical Intensive Care Unit where I was monitored for three days I was advised strongly not to travel due to my medical condition of a cerebral hemorrhage I have stabilized and have been cleared to travel When we planned the trip, we were offered insurance costing $ After paying over $for the trip, this seemed unreasonably high Our intentions were to honor our trip plans but due to this tragic unforseen occurrence were unable to go We never planned on not going on the trip Even now we would like to fulfill the trip agreement and go to Aruba through AAA paying $4300, which is at the top of our budget It is unfair and unreasonable that we should lose $through no fault of our own We believe that AAA nor whomever they scheduled the trip through has nothing to lose but good will and their reputation
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 belowI have reviewed the evidence presented by the "impartial intermediary" and completely disagree with itThe photos presented of the car damage DO NOT prove that it was caused before the ***'s tow truck driver camePHOTO #& #2: The damage that you are explaining was caused when the tow truck driver lifted my car, from the rear, which angled the front of the car (right bumper and grill) deep into the snow in the middle of the roadAs explained in my prior statement, before the tow truck driver I tried to shovel around that exact area and I know, because the snow was under the car, not around the bumper that there was NO DAMAGE BEFORE I WAS TOWED The same damage that you are explaining and trying to say was caused by a 'low forceful impact' never happened The only impact was from the driver lifting my car at an angle and shoving the front end into the snow and dragging itPHOTO #3: The entrance to the park that was photographed is still accessible from *** Road and plowed to a certain point If AAA couldn't help without causing damage to my car they shouldn't have tried The 'gentleman' that arrived was, as previously stated, totally disrespectful and unprofessional In hindsight I should have just told him to leave and I should have called AAA back right then and there and explained what an intimidating-awful driver they had sent to me I don't know why he doesn't recall me stating times that if it was too much trouble that I could have my husband leave work and I'm sure he could have brought a tow rope to pull mePHOTO #4: This photo was taken days after the incident The day of the incident there were clear tracks through the snow that my car was able to negotiate, without any forceful impact, until the tracks ended and I could get no further The investigator is making it seem like this road is never used This is totally false There is lots of traffic on this road because of the frisbee golf courses and the use the park for dog walking Again, if AAA thinks I was too far off a road they shouldn't have come at allThough when I read some of the statements on their *** page I read that several customers were very surprised that they were found by AAA because they were so far off the main road So, I am sure I am not the first customer to ever have an issue not on a main roadI understand that AAA's "impartial intermediary" thinks he has all the facts but in reality he never even asked me any of the questions that he asked the tow truck driver He got his side of the story and that's it. *** ***, the investigator, called me to ask what the damage was and where it happened He never called me back to ask me any other questions and made his determination solely on the 'facts' that he received from the driver AAA is so wrong in this instance and they will never do anything to make it right Again, I am reporting the incident to our insurance company and they are aware that AAA is the only cause of the damage and may take action on their own I just want other people to know what a horrible-irresponsible company AAA is and the kind of awful customer service they provide but judging from most comments on their *** page I really am not the only one who thinks that They should be ashamed of the way they treat people*** ***
Thank
you for your response to our last message
In
the member’s initial complaint to the Revdex.com, she detailed a
successful complaint resolution as “I want AAA and *** to pay the
outstanding monies due for the concealed damages that they caused and created
which is due to *** ***Neither AAA or *** *** are taking
full responsibility and have handled this very poorly.”
AAA Western
and Central New York has taken full responsibility for this situation,
evidenced by full payment as the member requested. We apologize that the
situation occurred and acknowledged a series of miscommunications and missteps
in resolving the member’s initial complaint. As a result a full
reimbursement has been provided, which met the member’s desired settlement in
full
To
address the most recent concerns, please find a synopsis of each, below:
Brake Replacement
The
member states: “The fact that they stated they replaced my brakes is not
correct either and very miss leading, along with all the other
information they quoted.”
In
reviewing the materials provided for this complaint, I do not find where it was
stated that the brakes were entirely replaced. The response, dated
11/12/14, does state “…our manager was concerned for our member’s safety and
repaired the brakes and provided re-inspection at no charge to the members,
costing AAA $570.93.” The work done involved service as well as
some replacement, but I don’t find where a misrepresentation of full brake
repair was presented nor was it ever AAA’s intent to misrepresent the work
completed
Driver’s Side Window
In
this last response, the member claims she is due a repair of her door locks and
driver’s side window. In the member’s records, I found a related invoice
dated from an appointment on June 28, 2014, where problems with her window
regulator and stabilizer link kit were identified to repair the problem
Though two specific repairs/replacements were identified to make the
window fully operational, the member opted to reattach the window to the regulator
only, keeping it up but not repairing the problem.
Truly
fixing the problem with the window would have necessitated a completion of the
recommended repairs
It
is difficult to establish a connection with a window issue in June and this
complaint, in November.
Door Locks
The
member states this was related to work on the window. As stated
previously, the window was reset only. I found no mention of a
problem with the door locks, nor any related work on the door locks, in any of
the work performed at Car Care Plus ***
It
is difficult to establish a connection with this door lock issue and the issue
currently being dealt with through the Revdex.com
With full adherence to the member’s desired
settlement, we look forward to the conclusion of this complaint
This is the file I have on my computer, and I've sent it to you several times nowI want full reimbursement for this receipt from AAA
Thank you allowing AAA Western and Central New York a chance
to respond to the member’s concern about his recent request for emergency
roadside assistance. I am sorry to hear that he had difficulties getting
in touch with our Member Contact Center and I apologize that we could
not
provide emergency road service to him in a timely mannerWith safety as a top
priority, it is, and always has been, our goal to provide first-class road
service as quickly as possible
While AAA Western and Central New York serves a region where
wintry weather is expected, this year has brought freezing temperatures and
snow accumulation totals that haven’t been experienced in this area for
decades. The member can be assured that all of our AAA associates,
emergency road service technicians, and contracted garages have been mobilized
and are working overtime to help our members in needNonetheless, the
extraordinarily high volume of emergency road service requests as a result of
the recent weather events has made it very difficult for AAA to provide all of
our members with the prompt service for which AAA is known
Our records indicate
that our driver arrived on site to provide service to the member at 8:a.m
on Thursday, February 19thThe driver reports that neither the vehicle
nor the member were on site to receive serviceIf the member received
private service, the Club will provide reimbursement for covered services at
the prevailing commercial rate for the region, based on his level of
membership. He can submit for reimbursement of covered services by
completing and returning the attached Emergency Road Service Reimbursement
Form, along with his original paid itemized receipt. In addition, to help
rectify the situation, this emergency road
service request will not count against his four allowable free service calls
during the membership year
AAA is a member-oriented
association and we work diligently to provide service as efficiently and
professionally as possible. We recognize the inconvenience that
comes with car trouble, and we apologize for the service delay and lack of
timely communication that the member experienced. I can certainly understand the member’s frustration, but
trust that he understands the circumstances surrounding the recent delay for
emergency roadside assistanceWe appreciate his continued membership with AAA
Western and Central New York
*** ***
Senior Member Relations Analyst
AAA Western & Central New York
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for you help. Regards, *** ***
Thank you for contacting AAA Western and
Central New York regarding the member’s request for emergency roadside
assistance on February 4, We apologize if the member was not satisfied
with the service provided and the response to her damage claimOn February 6, 2015, the member’s husband
contacted AAA to report
damage to the front bumper of the vehicleThe member and her husband also
reported the damage to our Director of Emergency Road Service Operations at the
*** Auto Show on February 8, 2015. In both instances, the member was
assured that our Damage Investigator would contact her to examine the vehicle
Accordingly, our Damage Investigator contacted the member on February 9,
and arranged to inspect the vehicle and the winch site. After
inspecting the vehicle and winch site, reviewing the documentation from the
service request, and interviewing the driver, our Damage Investigator was able
to determine that the bumper was damaged prior to the service provided by our
driver, likely resulting from hitting the snow. While our Damage
Investigator could not definitively determine if the damage to the bumper was
exacerbated by the AAA service, he was able to conclude that any additional damage
would have been unavoidable in the course of winching the vehicle.
Accordingly, the member was informed that she would not be eligible for
reimbursement of the repairs to the vehicle’s bumper
AAA is a member-oriented association and requires our partners and
contracted facilities to demonstrate a high level of professionalism and to
assist each member to the best of their abilityI am sorry to hear that the
driver was not professional and courteous at all timesThe member can be
assured that her comments have been forwarded to the Emergency Road Service
field representative for internal follow up with the garage and the driver
involved
Thank you again for allowing AAA the
opportunity to respond to the member’s concern. I can certainly
understand her frustration over the service she received, but trust that she
understands why her damage claim was deniedWe appreciate her continued
membership with AAA Western and Central New York and we look forward to serving
her in the future.
Sincerely, *** ***
Senior
Member Relations Analyst
AAA
Western & Central New York
Thank you for contacting AAA Western and Central New
York regarding our member’s request for emergency roadside assistance on
January 21, 2015. We apologize if the driver and dispatcher were not
professional and courteous at all times.
AAA
requires our associates and contracted facilities to demonstrate a high level
of professionalism and to assist each member to the best of their ability. I am
sorry to hear that the member not given this same expert service. Upon
learning of the member’s concern regarding the overmiles, our supervisor
confirmed that no overmiles were due and this emergency road service request
would not count against his four allowable free service calls during the
membership year. In addition, the member can be assured that the his
comments have been forwarded to the appropriate manager for internal follow up
with the dispatcher and the driver involved.
On July
22, 2015, our Member Contact Center supervisor received an e-mail
correspondence from the member. In addition to expressing concern about
the driver and dispatcher, the member indicated that there may be damage to the
vehicle as a result of the driver’s roadside repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our field representative found that the
shifter cable had no bearing on the shifting ability, and could have previously
been broken or broken when the cable was removed for replacement.
Nonetheless, our field representative requested invoices for parts and labor
for goodwill reimbursement consideration. The member showed our field
representative two invoices for parts and an additional estimate, requesting
that AAA reimburse for the amount listed on the estimate. Our field
representative advised that AAA can only reimburse for expenses paid. The
member requested that our field representative leave the premises. Our
field representative was unable to obtain copies of the invoices or photo
documentation of the vehicle.
On July
24, 2015, our Member Contact Center supervisor received another e-mail
correspondence from the member. Subsequently, our field representative
met with the member again and assured him that AAA would reimburse for the
parts and labor upon completion of repairs. The member showed the field
representative an estimate and our field representative again advised that a reimbursement
could be processed once payment for the repairs had been made. Again, the
member requested that our field representative leave the premises. As the
member refused to provide a copy of the invoice for parts and labor, no
reimbursement was issued to the member.
As
stated to the member previously, AAA has agreed to provide reimbursement of the
parts and labor required to replace the shifter cable as a gesture of goodwill.
In order to receive a check for reimbursement, the member must submit a copy of
a paid invoice, as AAA cannot provide reimbursement for an estimate. As
our offer to provide reimbursement for the parts and labor required to replace
the shifter cable is a gesture of goodwill, AAA Western & Central New York
will not provide the member and his wife a two-year complimentary premier
membership.
Thank
you again for contacting AAA regarding our member’s concern. If you would like
to discuss this matter further, please feel free to contact me directly, and
I’ll be happy to speak with you.
Sincerely,
Katie G.
Senior Member
Relations Analyst
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]
Thank you for contacting AAA Western and Central New York regarding our member’s recent request for emergency road service. I apologize that our driver damaged his fence while providing emergency roadside assistance on March 16, 2017. Upon learning of the damage to our member’s fence, our...
damage investigator contacted him to arrange an inspection of the damaged property. Our investigator found that one section of the fence would require replacement. Accordingly, the member was advised to provide our damage investigator with an estimate for review, which is necessary to issue proper reimbursement for repairs. While AAA is a leader in the automotive industry and can confidently recommend our Approved Auto Repair facilities for vehicle maintenance and repairs, we are not experts in the fencing business and could not ensure that any particular contractor would provide quality work. Accordingly, AAA affords the member the opportunity to choose a properly licensed contractor that he feels will provide quality repair work for his damaged fence. To ensure timely reimbursement of his fence repairs, AAA requests that the member send an estimate for repairs to our damage investigator, Charles W., at [redacted], NY [redacted]. It can also be sent to his attention via fax at ###-###-#### or e-mail at [redacted].com. Thank you again for sharing our member’s feedback. AAA understands that scheduling contractors to obtain an estimate is an added inconvenience for our member. In recognition of this inconvenience and as a gesture of goodwill, I’ve placed a complimentary three month extension to the member's AAA membership account. A membership card featuring his new expiry date will arrive at the address listed on his membership account via postal mail within 14 business days. If you have any questions or if you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
AAA would like to thank our member for taking the time to share her feedback about her recent experience at our AAA Car Care Plus vehicle maintenance and repair facility. We are sorry to hear that she was not completely satisfied with the services she received. On February 13,...
2015 the member’s vehicle was towed to our AAA Car Care Plus location on [redacted] Road in [redacted]. NY. Our records indicate that our service advisor was advised to get the vehicle started only, and not to address any other repairs. Our technician discovered a blown fuse in an engine fuse box which was missing a cover. The technician replaced the fuse and was able to start the vehicle. Accordingly, he documented his findings on the invoice, along with a prognosis if the problem continued. Our shop manager showed the member and her step-father the blown fuse and provided a few additional fuses at no charge. The vehicle died again while at the shop and our manager discussed the options for repair. A decision was made to tow the vehicle out of the shop, as diagnostic charges necessary to search for a short can be costly. On February 20, 2015, the member contacted our shop manager and expressed her concern that the vehicle was not repaired. He clarified that the shop was instructed not to fix the vehicle, only to get the vehicle started. The manager explained that the shop was able to get the vehicle started and it was made clear that additional repairs were needed to keep the vehicle running and those repairs were declined. The telephone call disconnected and our shop manager contacted the member immediately to complete the discussion. While he could not reach the member, he left a message offering a 50% refund as a gesture of goodwill. The member did not make any further contact with our shop manager. While AAA Western and Central New York maintains that the work performed on the vehicle was completed as per the member’s instructions and the member was charged accordingly, as a one-time courtesy and gesture of goodwill, we have agreed to issue a refund to the member in the amount of $101.24. The member will receive a check via postal mail within 7-10 business days. Thank you again for allowing AAA the opportunity to respond to the member’s concern. We appreciate her continued membership with AAA Western and Central New York and we look forward to serving her in the future. If you have any questions regarding this matter, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, [redacted] Senior Member Relations Analyst
Thank you for contacting AAA Western and Central New
York regarding our member’s request for emergency roadside assistance on
January 21, 2015. We apologize if the driver and dispatcher were not
professional and courteous at all times.
AAA
requires our associates and contracted...
facilities to demonstrate a high level
of professionalism and to assist each member to the best of their ability. I am
sorry to hear that the member not given this same expert service. Upon
learning of the member’s concern regarding the overmiles, our supervisor
confirmed that no overmiles were due and this emergency road service request
would not count against his four allowable free service calls during the
membership year. In addition, the member can be assured that the his
comments have been forwarded to the appropriate manager for internal follow up
with the dispatcher and the driver involved.
On July
22, 2015, our Member Contact Center supervisor received an e-mail
correspondence from the member. In addition to expressing concern about
the driver and dispatcher, the member indicated that there may be damage to the
vehicle as a result of the driver’s roadside repairs. Accordingly, our field
representative met with the member on July 23, 2015 to investigate the
suspected damage to the shifter cable. Our field representative found that the
shifter cable had no bearing on the shifting ability, and could have previously
been broken or broken when the cable was removed for replacement.
Nonetheless, our field representative requested invoices for parts and labor
for goodwill reimbursement consideration. The member showed our field
representative two invoices for parts and an additional estimate, requesting
that AAA reimburse for the amount listed on the estimate. Our field
representative advised that AAA can only reimburse for expenses paid. The
member requested that our field representative leave the premises. Our
field representative was unable to obtain copies of the invoices or photo
documentation of the vehicle.
On July
24, 2015, our Member Contact Center supervisor received another e-mail
correspondence from the member. Subsequently, our field representative
met with the member again and assured him that AAA would reimburse for the
parts and labor upon completion of repairs. The member showed the field
representative an estimate and our field representative again advised that a reimbursement
could be processed once payment for the repairs had been made. Again, the
member requested that our field representative leave the premises. As the
member refused to provide a copy of the invoice for parts and labor, no
reimbursement was issued to the member.
As
stated to the member previously, AAA has agreed to provide reimbursement of the
parts and labor required to replace the shifter cable as a gesture of goodwill.
In order to receive a check for reimbursement, the member must submit a copy of
a paid invoice, as AAA cannot provide reimbursement for an estimate. As
our offer to provide reimbursement for the parts and labor required to replace
the shifter cable is a gesture of goodwill, AAA Western & Central New York
will not provide the member and his wife a two-year complimentary premier
membership.
Thank
you again for contacting AAA regarding our member’s concern. If you would like
to discuss this matter further, please feel free to contact me directly, and
I’ll be happy to speak with you.
Sincerely,
Katie G.
Senior Member
Relations Analyst
I would like to thank the member for sharing his feedback
regarding his recent experience with AAA Western and Central New York. I truly understand the member’s disappointment,
but hope I can clarify why his claim was not eligible for reimbursement.
According to the AAA...
Western and Central New York Terms and
Conditions guide, “emergency roadside assistance will not be rendered to any
vehicle when towing is requested other than for mechanical breakdown or
accidents.” While AAA Western and Central New York provides full
reimbursement for covered services for police ordered tows, the member
indicated on his Road Service Reimbursement Request form that he was arrested
by the state police. When speaking with our representative, the member
explained that he was pulled over by the police for speeding and subsequently
arrested for driving under the influence of a controlled substance. Also,
the receipt from the garage states that the tow was ordered during a traffic
stop. As it is clear that police did not order the tow as a result of a
mechanical breakdown or accident, the member was sent a letter on November 5th
indicating that he was not eligible for reimbursement. The member has claimed that he was falsely
arrested and indicated that he is pursuing the matter legally with the state
police. If it is determined that he was falsely arrested, we would advise
the member to seek reimbursement from the state police.
AAA has also reviewed all telephone and e-mail
correspondence between the member and our Member Contact Center associates
regarding his reimbursement request. The member was informed that we
reimburse for covered services and advised to submit for reimbursement
consideration, but was never informed that he would be fully reimbursed for his
claim as he states in his complaint.
The member also expressed concern regarding his request for
emergency roadside assistance on June 13, 2014. On June 14, 2014, the
member contacted AAA Western and Central New York expressing concern that the
driver was instructed to leave the keys in the vehicle upon arriving at the
repair shop; however, the owner of the shop could not locate the keys to the
vehicle which were needed to begin the necessary repairs. The member
expressed disappointment as repairs were supposed to begin immediately.
Upon investigation, it was determined that the keys were left with the shop
owner’s brother and the shop owner was able to retrieve the keys. To
resolve the concern, AAA ensured that the road service request did not count
towards the member’s four free allowable service calls for the membership year.
In addition, as a courtesy to the member, AAA arranged to have the vehicle
delivered to the member’s home upon completion of the repair.
We
sincerely regret any frustration or inconvenience this experience has caused
our member. However, we cannot reimburse the member for services that are
not covered under the terms of his AAA membership. If you have any further
questions or concerns, please don’t hesitate to contact me directly.
Sincerely,
[redacted]
Senior Member Relations Analyst
Thank you for
sharing the member’s feedback about her recent experience at our AAA Car Care
Plus vehicle maintenance and repair facility. We are sorry to hear that she was
not completely satisfied with the services she received.
According to our
records, the member was...
scheduled for service at 8:00 a.m. on March 26,
2015. Our mechanic completed the free 30-Point Vehicle Safety Check,
which our Car Care Plus facilities offer free to every AAA member to keep
them safe on the road and look for warning signs of problems before they become
unnecessary and expensive repairs. The attached 30-Point Vehicle Safety Check
Report Card outlines the findings of our mechanic’s 30-Point Vehicle Safety
Check along with the following recommendations for repair:
New tires: The left rear tire tread was chopped and low
on tread at 2/32”. The right rear tire was found to be 3/32”.
Replace front lower ball joint and left front outer
tie rod: Right front lower ball joint was
very loose and showing symptoms of imminent separation. This
represents a significant safety issue, as the failure of this part may
cause the vehicle to sustain damage and/or loss of control. In
addition, the left front outer tie rod must be replaced as it is a ball
and socket joint. Any movement in the joint would require
replacement per New York inspection guidelines.
Tune Up: Based on the mileage of the vehicle, the mechanic
also suggested a tune up which includes a fuel induction service, spark
plug boots, and air filter.
The member declined
the recommended repairs and the oil change and tire rotation were
completed. Our records show that payment was made at 9:18 a.m., one hour
and eighteen minutes after her scheduled appointment and within the scope of
practice for the services provided.
We sincerely apologize for any
discrepancies between our mechanic’s diagnosis and that of the member’s
personal mechanic. We do, however, stand behind our
recommendations. Nonetheless, as a gesture of goodwill, AAA has agreed to
issue a refund to the member for the oil change provided on March 26,
2015. A credit of $32.61 will be issued to her [redacted] card within 7-10
business days. Furthermore, AAA would be more than happy to schedule a time to
show the member why the repairs for her vehicle were recommended. She may
contact us at ###-###-#### if she would like to schedule a time to review the
repairs.
We appreciate her
membership with AAA Western and Central New York and we look forward to serving
her automotive needs in the future.
Sincerely,
[redacted]
Senior Member Relations Analyst
AAA Western & Central New York
Thank you for sharing the member’s response. We have reviewed her
concerns and have addressed the outstanding issues below:
AAA Western and Central New York has no record
of a phone call made by our Retention Specialist on May 13,2013, nor was a
renewal payment made at that time. Our records show that the
Retention Specialist contacted the member on June 5, 2013, when he extended
the membership as a gesture of goodwill and collected a renewal
payment. A receipt of payment verifying that membership dues were
collected on June 5, 2013 is attached. We regret that we cannot
review the call recording and we sincerely apologize if the member was
misinformed by our Retention Specialist. Nonetheless, while the
vehicle in question is not covered by AAA service, members on this account
were covered for, and used services for a 2011 [redacted] and [redacted]
and a 2010 [redacted]. Furthermore, the member utilized the AAA discount
at a local gasoline provider multiple times. The cost of these
services exceeds the membership dues paid by the member, and as such, no
refund is due to the member.
There seems to be some confusion on the services
for April 22, 2013: We have record that the member called for service, but
service was not delivered. We did not mean to indicate that we had
not heard from the member on April 22, 2013. The member did place a
request for service that day. Our call records show that when the member contacted AAA for service on
April 22, 2013, she indicated that the vehicle was a “stake truck.” Our
counselor advised that it may not be covered and a driver was sent to
evaluate. The driver confirmed that the vehicle had a 12 foot flatbed on
the back. While unloaded dual-wheeled pickup trucks are covered under the
AAA membership, the member’s vehicle did not have a pickup bed, and as such, it
was not covered under the terms of her AAA membership. The call request
was subsequently cancelled and there is no record that any AAA covered services
were provided. If the vehicle was towed by a AAA contractor as the
member contends, it is likely that the member paid our contractor for a private
service tow.
AAA Western and Central New York strives to deliver
excellent service and places a high priority on member satisfaction. We are truly
regretful if our Retention Specialist misinformed the member regarding the
types of vehicle covered under the AAA membership. This is inconsequential to
the member’s request for a refund however, as the cost of roadside services
utilized by the member exceeds the dues paid. With any money paid into
AAA membership spent on service for the [redacted] and [redacted], there are no monies
on the account to offer the member a refund of the dues for this apparent
misinformation.
Sincerely,
[redacted]
Senior Member Relations Analyst
AAA Western & Central New York
March 29, 2016Re: Case ID# [redacted]Dear Sir or Madam,Thank you for contacting AAA regarding our member’s recent request for Emergency Roadside Assistance in Wauchula, Florida. We apologize that he was not satisfied with his experience. Our attempts to contact the member regarding his concern...
on March 21, 2016 and March 23, 2016 were unsuccessful.While our member’s AAA membership covers him anywhere throughout the U.S. and Canada, each AAA club in a particular region will have its own set of policies and procedures which may differ slightly from the club in which his membership resides. Nevertheless, AAA holds all clubs, no matter which region they come from, to a high level of member satisfaction and we regret that he did not receive that. Please be assured that after receiving his concern, I followed up with the Member Relations Department from AAA Auto Club Group- Southern Region. They have assured me that this has been forwarded to the appropriate manager for proper follow up with all associates involved. AAA is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide members with peace of mind in unforeseen circumstances. Our member’s experience does not reflect the level of member care for which we’re known, and I can certainly understand his disappointment. As the member suggests, to help rectify the situation, I have issued a full refund of the Associate membership dues and the optional RV Rider. A check in the amount of the $115 will be mailed to the address listed on his AAA membership account within 7-10 business days and the member can be assured that his benefits will remain in full force and effect throughout the remainder of his membership year. Thank you again for sharing our member’s experience. I can certainly understand his frustration over the service he received and hope that my action can redeem the situation to the extent possible. If you would like to discuss this matter further, please feel free to contact me, and I’ll be happy to speak with you.Sincerely,Katie GaglianoSenior Member Relations AnalystAAA Western & Central New York100 International DriveBuffalo, NY 14221716-633-9860 ext. 78205716-929-3637 (fax)[email protected]