Thank you for taking the time to share our member’s concern regarding her recent request for emergency roadside assistance. AAA emergency roadside assistance is available 24 hours a day, 7 days a week and is designed to assist members in an emergency, when the vehicle a member is either driving or...
riding in becomes disabled. When the member called for service on March 16, 2017, AAA provided service as promised under the terms of AAA membership. According to the terms of AAA membership, towing service is available when the vehicle cannot be safely driven after attempting other available emergency services. The benefit is limited to one tow per breakdown. As with all terms of membership, this policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com. As you can see from the attached guide, many important policies and procedures accompany AAA membership. It would not be appropriate to highlight only the policy in question on our advertisements and promotions as the member suggests. Rather, members are provided the Terms & Conditions Guide at enrollment, and it is ultimately the member’s responsibility to become familiar with the policies and procedures outlined in the guide. Each of the four members on this AAA account is entitled to four free service requests per membership year, provided each request is made under the terms of membership. While the Primary member has three requests remaining for the current membership year, towing is limited to one tow per breakdown. Accordingly, when the member called AAA on March 17th to request a tow for the same vehicle towed on March 16th from the shop to where AAA had towed it the previous day, the member was advised that this tow request was not covered under the terms of her AAA membership account. Understanding that the AAA benefit for this particular service call had been exhausted but that the member desired to have her vehicle repaired elsewhere, AAA offered to provide a tow at our private service rate. However, the member declined the solution and her concern was escalated to our Member Relations Department. After speaking to the department supervisor, the member asked to further escalate the concern. Because the member’s request is clearly not covered under AAA membership, further escalation was unnecessary. The member asked for the mailing address of the CEO of AAA Western and Central New York and was provided with that information. AAA strives to provide the greatest number of benefits at the most reasonable cost to our members. In order to keep membership dues at a reasonable rate for the majority of our members, we must adhere to the towing guidelines outlined in the terms of AAA membership. I trust the member can appreciate this necessity and hope this adequately explains why AAA respectfully declines to reimburse the member for her private service tow on March 18, 2017. Thank you again for sharing our member’s feedback. If you have any additional questions, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. Leaving me stranded and because of that my life being threatened and their answer is send me a check(I didn't send them a check).What has to happen someone has to be killed because AAA left them on the highway. With that being said I have no choice but to except, cause nothing will be done to them for what they did to me.
Regards,
[redacted]
Revdex.com: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.Nissans price for the part is $452 , however, the part and all would have been covered under warranty. I don't feel they are responsible for any of this, you did the work assuming it wasn't covered, you should have checked first. Furthermore, this could have all been avoided if you would have taken the vehicle to the place I asked for in the first place.
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 experience. Below is a brief outline of the events regarding the
member’s concern:
·
On August
16, 2014, the member brought her 2006 [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 $570.93. 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 $2,000.
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
$470.
·
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 $2,039.02 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 facility. Our insurance company has
since sent a check in the amount of $753.70 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 $548.81.
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 $548.81 as a gesture of goodwill.
·
As AAA has
incurred a total cost of $3,912.46 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
AAA does not want the consumer to be out any money. AAA is will to refund the difference between what we charged, and how much Nissan would charge. Ultimately, Nissan had a faulty part, now they don't want to have to pay anything for that.
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 sharing our member’s response. We are pleased to hear that the member was satisfied with the service she received from her repair shop. In our member’s response, she requests that we advise members about our one tow per breakdown policy upon enrollment. As stated in our previous correspondence, AAA does indeed do so. More specifically, the policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com. Furthermore, AAA features a 30-day refund policy, in which any members dissatisfied with the Terms and Conditions of their membership can receive a refund of their membership dues within 30 days of enrollment, minus the cost of any services used. Again, many important policies and procedures accompany AAA membership and it would not be feasible to review them all verbally upon enrollment, nor would it be appropriate to advise members only of the policy in question. Our member enrolled on August 4, 2015, allowing her ample time to review the Terms & Conditions Guide she received upon enrollment. While we regret that our member was not aware that AAA provides only one tow per breakdown, ultimately, it was her responsibility to become familiar with the terms of her membership. Accordingly, AAA Western and Central New York stands by our initial response and respectfully declines to reimburse the member for her private service tow on March 18, 2017. Thank you again for sharing our member’s response. If you have any questions, please don’t hesitate to contact me and I’ll be happy to assist you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am extremely happy that this did not have to go any further.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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 #2.
· 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.
February 16, 2016 Re: Case ID #[redacted] In response to the member’s rejection: One January 3, 2016, the customer’s son, who is a AAA member, placed his request for emergency roadside assistance for a [redacted] Versa. Upon review of the phone recording, it was confirmed that he requested to have the vehicle towed to our AAA Car Care Plus facility located on [redacted] AAA is a member organization and we do our best to take care of our members and customers, often times referring customers to the dealer when a repair is known to be covered under warranty. In this instance, a vehicle diagnosis determined that the fuel pump needed replacement. After the authorized repair was completed, it was found that the fuel pump was covered under the vehicle’s extended powertrain warranty. However, it’s important to note that powertrain warranties typically do not cover the fuel pump. Rather, they normally cover the most crucial parts of the vehicle's operation, such as the engine, transmission system, and the drivetrain. Since the vehicle did not qualify for the standard 36,000/three-year bumper-to-bumper warranty, and our service advisor was not aware of any coverage under an additional warranty, the customer was quoted for replacement of the fuel pump and the repair was authorized by the customer. Our records show that after the vehicle was repaired and returned to the customer, she learned that the repair was covered under her vehicle’s powertrain warranty. Upon informing AAA of this matter, our Car Care Plus manager attempted to rectify this matter with both [redacted] and her [redacted] dealer. Unfortunately, neither [redacted] nor the dealer would move forward with the matter. While it is ultimately the customer’s responsibility to understand her warranty coverages, AAA understands the frustration that the customer experienced upon learning that her fuel pump was covered under the extended powertrain warranty. Furthermore, we recognize that the cost to [redacted] for repair would be lower than the cost to AAA to replace the part. Accordingly, as a goodwill gesture, AAA has offered to provide a refund for the difference between the price the member paid for the repair and the cost of the repair to [redacted]. In order to provide this refund, AAA requires written documentation of the cost to [redacted] for replacement of the fuel pump. If [redacted] declines to provide the customer with the appropriate documentation, or declines to refund the remainder of the repair, we recommend that the customer pursue the matter with [redacted] directly. AAA stands behind our promise to refund the customer the difference between the price the customer paid for the repair and the cost of the repair to [redacted]. However, this refund can only be issued upon receiving the proper documentation from [redacted]. If you have any further questions or concerns, please don’t hesitate to contact me directly. Sincerely, Katie [redacted] Senior Member Relations Analyst AAA Western & Central New York [redacted]
We would like to thank our member for sharing his comments regarding his recent request for AAA battery service with the Revdex.com and AAA Western and Central New York. While 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 the membership resides, AAA holds all clubs to a high level of member satisfaction and we sincerely apologize if our member did not receive that from AAA East Central or AAA Mid-Atlantic. AAA Western and Central New York has reviewed the matter with AAA Mid-Atlantic and AAA East Central. We found that: • On August 28, 2013, a garage contracted with AAA Mid-Atlantic installed a 34 C battery through the AAA all-inclusive battery testing and replacement service. • On December 6, 2015, the member required battery replacement at his home, located in the territory covered by AAA East Central. A battery for his vehicle was not in stock at the time, but was delivered and replaced on December 9, 2016. With the original battery under warranty, there was no cost for replacement. According to the AAA Battery Application Guide, the replacement battery installed on December 9th, a 75 DT, is the correct battery for the member’s vehicle. While we understand that the member wants to purchase a different battery than the one recommended by AAA East Central, the Battery Application Guide does not permit installation of the desired battery. In trying to resolve a situation between three states over three years, we feel that it would be in the best interest of the member to refund the entire battery purchase so he may purchase one that he feels best meets his needs. We apologize for any inconvenience to the member in having to seek another battery, but we also see that trying to grant the member’s wishes is going to be quite difficult and we would like to get this situation resolved for him. The receipt dated 8/28/13 shows a total purchase price of $126.36. The member should expect a refund at his home address in 7-10 business days. Please note that in reviewing the member’s concern, it was found that the location of his home residence is not within AAA Western and Central New York coverage area. AAA Western and Central New York is bound by a AAA National mandate requiring that members belong to the club that services the location where they permanently reside. As such, we are required to transfer his membership to AAA East Central upon expiry on May 31, 2016. AAA Western and Central New York is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide our 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. If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Senior Member Relations AnalystAAA 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 $400. After paying over $4300 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 $650 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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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. THIS IS NOT TRUE. IF YOU REPAIRED THE BRAKES I DO NOT HAVE ANY NEW PARTS! WHY DID YOU STATE THIS? AGAIN, MY INVOICE ONLY SHOWED $161.OO FOR ONE FRONT CALIPER AS A GOOD WILL GESTURE. I WANT PROOF OF THE $570.93 OF REPAIRS AND NEW PARTS. PLUS, I WAS NEVER TOLD THIS WAS DONE NOR DID I SIGN FOR IT! THIS IS FALSE AND WHY I WANT IT RE-CANTED!!! IT IS THE PRINCIPLE F THE THING NOW. YOU CANNOT LET YOUR MECHANICS MAKE STATEMENTS ABOUT THINGS THAT DID NOT HAPPEN. PLUS I DID PAY FOR THE INSPECTION. AS FOR MY DOOR LOCK- YES, THE MECHANIC MESSED THAT UP WHILE WORKING ON THE WINDOW WHEN THEY TOOK THE DOOR PANEL OFF TO PUT THE WINDOW BACK ON THE TRACK. ( I DID NOT WANT TO PAY $800 FOR A WINDOW MOTOR. )THIS WAS VERIFIED BY [redacted] DEALER. I WON'T ARGUE THIS ANY MORE, JUST ANOTHER EXAMPLE OF SHODDY WORKMANSHIP FROM YOUR MECHANIC. AGIAN, I WILL DROP AND FINALIZE THE COMPLAINT AS RESOLVED ONCE YOU MAKE YOUR CORRECTIONS TO THE RECORD. YOU FAILED TO ADDRESS THE ERROR IN THE DAMAGE AMOUNT AS WELL. YOUR ADJUSTER DID CONFIRM IT ALL AT A HIGHER ESTIMATE THAN THE COLLISION SHOP. WHY WOULD YOU CLAIM $470 IN DAMAGE WHEN YOUR ADJUSTER PUT THE ESTIMATE IN AT OVER $2,000.00 AND EVEN INCLUDED SOME OF THE CONSEALED DAMAGE. PLEASE UNDERSTAND WHY I AM SO UPSET. YOU MADE ME JUMP THROUGH HOOPS WITH THIS REPAIR ALL BASED ON INCORRECT INFO. EVEN THE COLLISION SHOP WAS FED UP WITH THE POOR TREATMENT AND COULD NOT UNDERSTAND ALL YOUR FALSE INFO. THEY NEVER HAD THIS KIND OF PROBLEM PRIOR AND PROMPTED THE Revdex.com COMPLAINT! I WANT TO BE SURE THAT THIS NEVER HAPPENS TO ANY ONE ELSE. ALL YOU NEED TO DO IS CORRECT ALL THE WRONG INCORRECT INFO. thank you
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have read the response from [redacted], Senior Member Relations Analyst. I 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 membership. My records absolutely reflect the conversation I had on Monday, May 13, 2013 with an AAA Retention Specialist assuring us that our AAA Membership renewal included potential coverage of the dual wheeled vehicle. We received the solicitation call from AAA; we did NOT call AAA for renewal. I have a clear remembrance and documentation of that conversation. We would certainly NOT have renewed if the dual wheeled vehicle would not potentially receive coverage. Our 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, 2013. 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/'13 - 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 2013 or 2014."This is 100% false 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 AAA. An 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 [redacted]'s Auto Service, [redacted] Avenue, [redacted], NY. We have recently asked the auto garage to pull their records as proof for our case. We 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 us. We 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, 2015. We WERE asked if the flatbed was empty when we called for its tow on April 22, 2013. We SPECIFICALLY made certain it was UNLOADED on March 23, 2015 PRIOR to calling for the tow, BECAUSE WE KNEW AAA REQUIRED the dual wheeled vehicle be UNLOADED. We 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 guide. We 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 guide. We did attempt to view the guide at [redacted].com, however, the "page could not be found." We attempted access via several systems (2 smartphones, 1 laptop, 1 [redacted], and 2 desktops) AND through a variety of search options (searching directly within [redacted].com, as well as searching "AAA Terms and Conditions Guide" via [redacted], and [redacted]. 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 membership. Again, 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]
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 do not agree with this. AAA is starting out by giving FALSE INFORMATION The investigator met with me one (1) time ONLY! The guy became RUDE and I requested that he left the premises where the truck was being serviced. If AAA listen to the recordings of my calls on the night in questioned, they would hear the entire conversation. Also, It was because of their driver who broke the Shift Cable off the linkage which he was only asked to "tow the truck less than 1 mile away". It seems as if AAA has no intentions on trying to bring a "voluntary resolution" to this problem. I would have accepted the 2yr membership as satisfaction but they have also refused this. The cost of the damages and the 2yr membership would have probably cost about the same! I will be BLOGGING about this incident and filing a claim in Small Claims Court! I'm also going to seek help from the Attorney General.
Regards,
[redacted]
The [redacted] family owns several homes is various states. This membership should remain with the primary card holder address in [redacted], NY. While it is difficult to comprehend why a replacement 34C battery was not available and the substitute battery took three days to arrive, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution in is satisfactory to me.
Regards,
[redacted]
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 AAA did not reimburse the cost of
repairing the oil pan.
On October 1,...
2014, the member’s daughter requested
roadside assistance for a flat tire. Her vehicle was towed to [redacted]
at [redacted] in [redacted]. Later that day, the member’s
daughter requested a tow to her home address citing a cracked oil pan. The
vehicle was towed accordingly. On October 4th, the member contacted AAA on
behalf of his daughter to report damage to the oil pan. Specifically, he felt
that the damage to the oil pan was caused by the tow provided by AAA to [redacted].
Upon receiving the member’s concern our Damage
Investigator promptly inspected the vehicle and the damaged oil pan. Due to a
circular impression approximately 6 inches across, he was able to conclude that
a lifting motion cracked the oil pan. When towed by AAA, both the driver
and the member's daughter report that the vehicle was pulled, not lifted, onto the flatbed
tow truck. Additionally, the Damage Investigator found that there was not a
fresh oil spot in the lot where the vehicle was dropped by our driver; however,
there was a fresh oil spot where the vehicle was parked outside of the shop’s
front door. As there was no fresh oil spot at the location where the
vehicle was left by the AAA driver, and both the driver and member’s daughter
reported that the driver did not try to lift the vehicle, our Damage
Investigator concluded that the damage was not caused by the AAA tow to [redacted] on October 1st. Our Damage Investigator documented
that he discussed these findings with the member on October 9th and
the member agreed with his conclusion that the damage was not related to the
service provided.
Later that month, the member requested that our Damage
Investigator review the video from the [redacted]. Upon speaking with the shop,
it was determined that the tape is only retained for 14 days and was no longer
available to be reviewed. Thus, our Damage Investigator spoke to the
member again about his findings that the oil pan was not damaged as a result of
the AAA tow provided on October 1st. On November 12th,
our Damage Investigator met with the member and two representatives from [redacted] as per the member’s request. The member’s concern was discussed and
it was put under consideration by [redacted].
After a thorough investigation, AAA found no evidence
to indicate that the damage to the oil pan was caused by the tow provided by on
October 1, 2014. As such, the member was not reimbursed for the cost of
the repair to vehicle’s oil pan. However, AAA recognizes the difficulties
that accompany an unexpected repair bill. As we appreciate the member’s
and his daughter’s loyal membership, we will provide the member his desired
settlement of $313.00 as a gesture of goodwill. The member will receive a
check in the amount of $313.00 via postal mail within appoximately 10 business days.
Thank you again
for allowing AAA the opportunity to respond to the member’s concern. 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, [redacted] Senior Member Relations Analyst AAA Western & Central New York
Thank you for sharing our member’s
feedback with us. AAA Western & Central New York apologizes for any
disappointment surrounding her recent vehicle rental booked via [redacted].com.
It is our goal to provide our members with the highest quality of service
possible and we are always...
disappointed when we receive member feedback
advising us of dissatisfaction with the services they have received. AAA received an E-mail correspondence from
our member regarding this matter on August 31, 2015. AAA responded the
same day, advising that the member would be contacted within three business
days. Our Member Relations Department subsequently arranged for a [redacted].com
representative to contact the member and address her concerns. On
September 4, 2015, our Member Relations Analyst left a voice message for the
member to ensure she was contacted, leaving the appropriate contact information
for any additional concerns.
In addition, I have confirmed that an
E-mail correspondence was sent to the member by our
[redacted].com representative on September 10, 2015. AAA Western and Central New
York and our [redacted].com representatives have no record of any further contact made
by the member. Nonetheless, I apologize if the member was unable to reach
a representative to resolve her concerns and I would be happy to address them
today.
Upon researching the matter, it was found
that when the member purchased her insurance product on [redacted].com, the Important
Information section of the contract page indicated that the insurance cost
was $9 per calendar day. So while the member booked a 1-day vehicle rental, the
member was charged $18 for the two calendar days of the vehicle rental (August
28th and August 29th). On August 29, 2015 at 6:29 a.m., the member
contacted AAA to cancel her insurance.
I sincerely apologize that the AAA
representative was unable to correctly transfer the member to a [redacted].com
representative or a representative from the provider of the product to request
cancellation. Please be assured that this matter has been forwarded to
the appropriate manager for internal follow up with the associate
involved. In addition, to help rectify the situation, AAA will refund the
member the $18 fee she paid for this insurance product. The member will
receive a check via postal mail within 10 business days.
The member also makes note that she
incurred an additional fee for returning her vehicle to the [redacted] airport
location instead of the pick-up location in [redacted], NY. As the
member changed the return location to [redacted] International Airport at the
time of the rental, a $25.00 plus tax Inter City Fee was quoted at that
time. However, as per the member’s statement to the RevDex.com, the [redacted] location was offered as a drop off location at the time
of booking, despite the location’s hours of operation. Accordingly, we
have arranged for [redacted] to issue a $28.50 credit to the member’s payment card.
We appreciate our member’s loyalty with
AAA Western and Central New York and would like to thank you again for
providing us the opportunity to resolve her concerns. If you have any questions, or if I can be of any
further assistance, please don’t hesitate contact me.
Sincerely,
Katie G.
Senior Member Relations
Analyst
AAA Western & Central New
York
Thank you for contacting AAA Western and Central New York regarding our member’s AAA membership card. We apologize for his wait and appreciate his continued patience. I have reviewed our records and noted that the member enrolled as a AAA Plus level member on October 27, 2015. ...
As the member was eligible for a promotion, he paid his annual dues in the amount of $71.50. His first membership card was ordered upon enrollment and mailed to the address listed on his account at the time of enrollment: [redacted], [redacted], NY [redacted]. The member should have received his card within two weeks from the day it was ordered. On, February 23, 2016, the member contacted AAA to request that another membership card be mailed to the same address in [redacted], NY. Unfortunately, AAA has no record that an additional card was mailed to the member in February. We take member service issues very seriously, and I would like to stress that his experience this is not consistent with the standards of AAA. Our member can be assured that we will take appropriate steps to address the matter internally. AAA will gladly honor the member’s request and refund his membership dues in the amount of $71.50; however, I would like to invite our member to continue his membership with AAA Western and Central New York. A membership card can be mailed to him promptly upon verification of his current home address. Our member can contact me directly at ###-###-####, ext. [redacted] or [redacted].com to provide his current mailing address and he can be assured that a new membership card will be mailed immediately so that he can enjoy all of the great AAA member benefits available to him. We look forward to a response from our member advising which option would best resolve the matter. Thank you again for allowing us the opportunity to address our member’s concern. We appreciate his membership with AAA Western and Central New York and look forward to serving him in the future. If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Senior Member Relations Analyst AAA Western & Central New York
Thank you for taking the time to share our member’s concern regarding her recent request for emergency roadside assistance. AAA emergency roadside assistance is available 24 hours a day, 7 days a week and is designed to assist members in an emergency, when the vehicle a member is either driving or...
riding in becomes disabled. When the member called for service on March 16, 2017, AAA provided service as promised under the terms of AAA membership. According to the terms of AAA membership, towing service is available when the vehicle cannot be safely driven after attempting other available emergency services. The benefit is limited to one tow per breakdown. As with all terms of membership, this policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com. As you can see from the attached guide, many important policies and procedures accompany AAA membership. It would not be appropriate to highlight only the policy in question on our advertisements and promotions as the member suggests. Rather, members are provided the Terms & Conditions Guide at enrollment, and it is ultimately the member’s responsibility to become familiar with the policies and procedures outlined in the guide. Each of the four members on this AAA account is entitled to four free service requests per membership year, provided each request is made under the terms of membership. While the Primary member has three requests remaining for the current membership year, towing is limited to one tow per breakdown. Accordingly, when the member called AAA on March 17th to request a tow for the same vehicle towed on March 16th from the shop to where AAA had towed it the previous day, the member was advised that this tow request was not covered under the terms of her AAA membership account. Understanding that the AAA benefit for this particular service call had been exhausted but that the member desired to have her vehicle repaired elsewhere, AAA offered to provide a tow at our private service rate. However, the member declined the solution and her concern was escalated to our Member Relations Department. After speaking to the department supervisor, the member asked to further escalate the concern. Because the member’s request is clearly not covered under AAA membership, further escalation was unnecessary. The member asked for the mailing address of the CEO of AAA Western and Central New York and was provided with that information. AAA strives to provide the greatest number of benefits at the most reasonable cost to our members. In order to keep membership dues at a reasonable rate for the majority of our members, we must adhere to the towing guidelines outlined in the terms of AAA membership. I trust the member can appreciate this necessity and hope this adequately explains why AAA respectfully declines to reimburse the member for her private service tow on March 18, 2017. Thank you again for sharing our member’s feedback. If you have any additional questions, please feel free to contact me directly, and I’ll be happy to speak with you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. Leaving me stranded and because of that my life being threatened and their answer is send me a check(I didn't send them a check).What has to happen someone has to be killed because AAA left them on the highway. With that being said I have no choice but to except, cause nothing will be done to them for what they did to me.
Regards,
[redacted]
Revdex.com: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.Nissans price for the part is $452 , however, the part and all would have been covered under warranty. I don't feel they are responsible for any of this, you did the work assuming it wasn't covered, you should have checked first. Furthermore, this could have all been avoided if you would have taken the vehicle to the place I asked for in the first place.
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 experience. Below is a brief outline of the events regarding the
member’s concern:
·
On August
16, 2014, the member brought her 2006 [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 $570.93. 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 $2,000.
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
$470.
·
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 $2,039.02 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 facility. Our insurance company has
since sent a check in the amount of $753.70 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 $548.81.
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 $548.81 as a gesture of goodwill.
·
As AAA has
incurred a total cost of $3,912.46 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
AAA does not want the consumer to be out any money. AAA is will to refund the difference between what we charged, and how much Nissan would charge. Ultimately, Nissan had a faulty part, now they don't want to have to pay anything for that.
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 sharing our member’s response. We are pleased to hear that the member was satisfied with the service she received from her repair shop. In our member’s response, she requests that we advise members about our one tow per breakdown policy upon enrollment. As stated in our previous correspondence, AAA does indeed do so. More specifically, the policy is clearly articulated in the AAA Western and Central New York Terms and Conditions Guide, which is provided to all members upon enrollment and viewable anytime on AAA.com. Furthermore, AAA features a 30-day refund policy, in which any members dissatisfied with the Terms and Conditions of their membership can receive a refund of their membership dues within 30 days of enrollment, minus the cost of any services used. Again, many important policies and procedures accompany AAA membership and it would not be feasible to review them all verbally upon enrollment, nor would it be appropriate to advise members only of the policy in question. Our member enrolled on August 4, 2015, allowing her ample time to review the Terms & Conditions Guide she received upon enrollment. While we regret that our member was not aware that AAA provides only one tow per breakdown, ultimately, it was her responsibility to become familiar with the terms of her membership. Accordingly, AAA Western and Central New York stands by our initial response and respectfully declines to reimburse the member for her private service tow on March 18, 2017. Thank you again for sharing our member’s response. If you have any questions, please don’t hesitate to contact me and I’ll be happy to assist you. Sincerely, Katie G. Member Relations Supervisor AAA Western & Central New York
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am extremely happy that this did not have to go any further.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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 #2.
· 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.
February 16, 2016 Re: Case ID #[redacted] In response to the member’s rejection: One January 3, 2016, the customer’s son, who is a AAA member, placed his request for emergency roadside assistance for a [redacted] Versa. Upon review of the phone recording, it was confirmed that he requested to have the vehicle towed to our AAA Car Care Plus facility located on [redacted] AAA is a member organization and we do our best to take care of our members and customers, often times referring customers to the dealer when a repair is known to be covered under warranty. In this instance, a vehicle diagnosis determined that the fuel pump needed replacement. After the authorized repair was completed, it was found that the fuel pump was covered under the vehicle’s extended powertrain warranty. However, it’s important to note that powertrain warranties typically do not cover the fuel pump. Rather, they normally cover the most crucial parts of the vehicle's operation, such as the engine, transmission system, and the drivetrain. Since the vehicle did not qualify for the standard 36,000/three-year bumper-to-bumper warranty, and our service advisor was not aware of any coverage under an additional warranty, the customer was quoted for replacement of the fuel pump and the repair was authorized by the customer. Our records show that after the vehicle was repaired and returned to the customer, she learned that the repair was covered under her vehicle’s powertrain warranty. Upon informing AAA of this matter, our Car Care Plus manager attempted to rectify this matter with both [redacted] and her [redacted] dealer. Unfortunately, neither [redacted] nor the dealer would move forward with the matter. While it is ultimately the customer’s responsibility to understand her warranty coverages, AAA understands the frustration that the customer experienced upon learning that her fuel pump was covered under the extended powertrain warranty. Furthermore, we recognize that the cost to [redacted] for repair would be lower than the cost to AAA to replace the part. Accordingly, as a goodwill gesture, AAA has offered to provide a refund for the difference between the price the member paid for the repair and the cost of the repair to [redacted]. In order to provide this refund, AAA requires written documentation of the cost to [redacted] for replacement of the fuel pump. If [redacted] declines to provide the customer with the appropriate documentation, or declines to refund the remainder of the repair, we recommend that the customer pursue the matter with [redacted] directly. AAA stands behind our promise to refund the customer the difference between the price the customer paid for the repair and the cost of the repair to [redacted]. However, this refund can only be issued upon receiving the proper documentation from [redacted]. If you have any further questions or concerns, please don’t hesitate to contact me directly. Sincerely, Katie [redacted] Senior Member Relations Analyst AAA Western & Central New York [redacted]
We would like to thank our member for sharing his comments regarding his recent request for AAA battery service with the Revdex.com and AAA Western and Central New York. While 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 the membership resides, AAA holds all clubs to a high level of member satisfaction and we sincerely apologize if our member did not receive that from AAA East Central or AAA Mid-Atlantic. AAA Western and Central New York has reviewed the matter with AAA Mid-Atlantic and AAA East Central. We found that: • On August 28, 2013, a garage contracted with AAA Mid-Atlantic installed a 34 C battery through the AAA all-inclusive battery testing and replacement service. • On December 6, 2015, the member required battery replacement at his home, located in the territory covered by AAA East Central. A battery for his vehicle was not in stock at the time, but was delivered and replaced on December 9, 2016. With the original battery under warranty, there was no cost for replacement. According to the AAA Battery Application Guide, the replacement battery installed on December 9th, a 75 DT, is the correct battery for the member’s vehicle. While we understand that the member wants to purchase a different battery than the one recommended by AAA East Central, the Battery Application Guide does not permit installation of the desired battery. In trying to resolve a situation between three states over three years, we feel that it would be in the best interest of the member to refund the entire battery purchase so he may purchase one that he feels best meets his needs. We apologize for any inconvenience to the member in having to seek another battery, but we also see that trying to grant the member’s wishes is going to be quite difficult and we would like to get this situation resolved for him. The receipt dated 8/28/13 shows a total purchase price of $126.36. The member should expect a refund at his home address in 7-10 business days. Please note that in reviewing the member’s concern, it was found that the location of his home residence is not within AAA Western and Central New York coverage area. AAA Western and Central New York is bound by a AAA National mandate requiring that members belong to the club that services the location where they permanently reside. As such, we are required to transfer his membership to AAA East Central upon expiry on May 31, 2016. AAA Western and Central New York is a service-oriented association and we work diligently to furnish services as efficiently and professionally as possible, as well as provide our 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. If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Senior Member Relations AnalystAAA 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 $400. After paying over $4300 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 $650 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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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. THIS IS NOT TRUE. IF YOU REPAIRED THE BRAKES I DO NOT HAVE ANY NEW PARTS! WHY DID YOU STATE THIS? AGAIN, MY INVOICE ONLY SHOWED $161.OO FOR ONE FRONT CALIPER AS A GOOD WILL GESTURE. I WANT PROOF OF THE $570.93 OF REPAIRS AND NEW PARTS. PLUS, I WAS NEVER TOLD THIS WAS DONE NOR DID I SIGN FOR IT! THIS IS FALSE AND WHY I WANT IT RE-CANTED!!! IT IS THE PRINCIPLE F THE THING NOW. YOU CANNOT LET YOUR MECHANICS MAKE STATEMENTS ABOUT THINGS THAT DID NOT HAPPEN. PLUS I DID PAY FOR THE INSPECTION. AS FOR MY DOOR LOCK- YES, THE MECHANIC MESSED THAT UP WHILE WORKING ON THE WINDOW WHEN THEY TOOK THE DOOR PANEL OFF TO PUT THE WINDOW BACK ON THE TRACK. ( I DID NOT WANT TO PAY $800 FOR A WINDOW MOTOR. )THIS WAS VERIFIED BY [redacted] DEALER. I WON'T ARGUE THIS ANY MORE, JUST ANOTHER EXAMPLE OF SHODDY WORKMANSHIP FROM YOUR MECHANIC. AGIAN, I WILL DROP AND FINALIZE THE COMPLAINT AS RESOLVED ONCE YOU MAKE YOUR CORRECTIONS TO THE RECORD. YOU FAILED TO ADDRESS THE ERROR IN THE DAMAGE AMOUNT AS WELL. YOUR ADJUSTER DID CONFIRM IT ALL AT A HIGHER ESTIMATE THAN THE COLLISION SHOP. WHY WOULD YOU CLAIM $470 IN DAMAGE WHEN YOUR ADJUSTER PUT THE ESTIMATE IN AT OVER $2,000.00 AND EVEN INCLUDED SOME OF THE CONSEALED DAMAGE. PLEASE UNDERSTAND WHY I AM SO UPSET. YOU MADE ME JUMP THROUGH HOOPS WITH THIS REPAIR ALL BASED ON INCORRECT INFO. EVEN THE COLLISION SHOP WAS FED UP WITH THE POOR TREATMENT AND COULD NOT UNDERSTAND ALL YOUR FALSE INFO. THEY NEVER HAD THIS KIND OF PROBLEM PRIOR AND PROMPTED THE Revdex.com COMPLAINT! I WANT TO BE SURE THAT THIS NEVER HAPPENS TO ANY ONE ELSE. ALL YOU NEED TO DO IS CORRECT ALL THE WRONG INCORRECT INFO. thank you
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have read the response from [redacted], Senior Member Relations Analyst. I 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 membership. My records absolutely reflect the conversation I had on Monday, May 13, 2013 with an AAA Retention Specialist assuring us that our AAA Membership renewal included potential coverage of the dual wheeled vehicle. We received the solicitation call from AAA; we did NOT call AAA for renewal. I have a clear remembrance and documentation of that conversation. We would certainly NOT have renewed if the dual wheeled vehicle would not potentially receive coverage. Our 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, 2013. 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/'13 - 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 2013 or 2014."This is 100% false 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 AAA. An 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 [redacted]'s Auto Service, [redacted] Avenue, [redacted], NY. We have recently asked the auto garage to pull their records as proof for our case. We 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 us. We 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, 2015. We WERE asked if the flatbed was empty when we called for its tow on April 22, 2013. We SPECIFICALLY made certain it was UNLOADED on March 23, 2015 PRIOR to calling for the tow, BECAUSE WE KNEW AAA REQUIRED the dual wheeled vehicle be UNLOADED. We 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 guide. We 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 guide. We did attempt to view the guide at [redacted].com, however, the "page could not be found." We attempted access via several systems (2 smartphones, 1 laptop, 1 [redacted], and 2 desktops) AND through a variety of search options (searching directly within [redacted].com, as well as searching "AAA Terms and Conditions Guide" via [redacted], and [redacted]. 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 membership. Again, 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]
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 do not agree with this. AAA is starting out by giving FALSE INFORMATION The investigator met with me one (1) time ONLY! The guy became RUDE and I requested that he left the premises where the truck was being serviced. If AAA listen to the recordings of my calls on the night in questioned, they would hear the entire conversation. Also, It was because of their driver who broke the Shift Cable off the linkage which he was only asked to "tow the truck less than 1 mile away". It seems as if AAA has no intentions on trying to bring a "voluntary resolution" to this problem. I would have accepted the 2yr membership as satisfaction but they have also refused this. The cost of the damages and the 2yr membership would have probably cost about the same! I will be BLOGGING about this incident and filing a claim in Small Claims Court! I'm also going to seek help from the Attorney General.
Regards,
[redacted]
The [redacted] family owns several homes is various states. This membership should remain with the primary card holder address in [redacted], NY. While it is difficult to comprehend why a replacement 34C battery was not available and the substitute battery took three days to arrive, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution in is satisfactory to me.
Regards,
[redacted]
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 AAA did not reimburse the cost of
repairing the oil pan.
On October 1,...
2014, the member’s daughter requested
roadside assistance for a flat tire. Her vehicle was towed to [redacted]
at [redacted] in [redacted]. Later that day, the member’s
daughter requested a tow to her home address citing a cracked oil pan. The
vehicle was towed accordingly. On October 4th, the member contacted AAA on
behalf of his daughter to report damage to the oil pan. Specifically, he felt
that the damage to the oil pan was caused by the tow provided by AAA to [redacted].
Upon receiving the member’s concern our Damage
Investigator promptly inspected the vehicle and the damaged oil pan. Due to a
circular impression approximately 6 inches across, he was able to conclude that
a lifting motion cracked the oil pan. When towed by AAA, both the driver
and the member's daughter report that the vehicle was pulled, not lifted, onto the flatbed
tow truck. Additionally, the Damage Investigator found that there was not a
fresh oil spot in the lot where the vehicle was dropped by our driver; however,
there was a fresh oil spot where the vehicle was parked outside of the shop’s
front door. As there was no fresh oil spot at the location where the
vehicle was left by the AAA driver, and both the driver and member’s daughter
reported that the driver did not try to lift the vehicle, our Damage
Investigator concluded that the damage was not caused by the AAA tow to [redacted] on October 1st. Our Damage Investigator documented
that he discussed these findings with the member on October 9th and
the member agreed with his conclusion that the damage was not related to the
service provided.
Later that month, the member requested that our Damage
Investigator review the video from the [redacted]. Upon speaking with the shop,
it was determined that the tape is only retained for 14 days and was no longer
available to be reviewed. Thus, our Damage Investigator spoke to the
member again about his findings that the oil pan was not damaged as a result of
the AAA tow provided on October 1st. On November 12th,
our Damage Investigator met with the member and two representatives from [redacted] as per the member’s request. The member’s concern was discussed and
it was put under consideration by [redacted].
After a thorough investigation, AAA found no evidence
to indicate that the damage to the oil pan was caused by the tow provided by on
October 1, 2014. As such, the member was not reimbursed for the cost of
the repair to vehicle’s oil pan. However, AAA recognizes the difficulties
that accompany an unexpected repair bill. As we appreciate the member’s
and his daughter’s loyal membership, we will provide the member his desired
settlement of $313.00 as a gesture of goodwill. The member will receive a
check in the amount of $313.00 via postal mail within appoximately 10 business days.
Thank you again
for allowing AAA the opportunity to respond to the member’s concern. 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, [redacted] Senior Member Relations Analyst AAA Western & Central New York
Thank you for sharing our member’s
feedback with us. AAA Western & Central New York apologizes for any
disappointment surrounding her recent vehicle rental booked via [redacted].com.
It is our goal to provide our members with the highest quality of service
possible and we are always...
disappointed when we receive member feedback
advising us of dissatisfaction with the services they have received. AAA received an E-mail correspondence from
our member regarding this matter on August 31, 2015. AAA responded the
same day, advising that the member would be contacted within three business
days. Our Member Relations Department subsequently arranged for a [redacted].com
representative to contact the member and address her concerns. On
September 4, 2015, our Member Relations Analyst left a voice message for the
member to ensure she was contacted, leaving the appropriate contact information
for any additional concerns.
In addition, I have confirmed that an
E-mail correspondence was sent to the member by our
[redacted].com representative on September 10, 2015. AAA Western and Central New
York and our [redacted].com representatives have no record of any further contact made
by the member. Nonetheless, I apologize if the member was unable to reach
a representative to resolve her concerns and I would be happy to address them
today.
Upon researching the matter, it was found
that when the member purchased her insurance product on [redacted].com, the Important
Information section of the contract page indicated that the insurance cost
was $9 per calendar day. So while the member booked a 1-day vehicle rental, the
member was charged $18 for the two calendar days of the vehicle rental (August
28th and August 29th). On August 29, 2015 at 6:29 a.m., the member
contacted AAA to cancel her insurance.
I sincerely apologize that the AAA
representative was unable to correctly transfer the member to a [redacted].com
representative or a representative from the provider of the product to request
cancellation. Please be assured that this matter has been forwarded to
the appropriate manager for internal follow up with the associate
involved. In addition, to help rectify the situation, AAA will refund the
member the $18 fee she paid for this insurance product. The member will
receive a check via postal mail within 10 business days.
The member also makes note that she
incurred an additional fee for returning her vehicle to the [redacted] airport
location instead of the pick-up location in [redacted], NY. As the
member changed the return location to [redacted] International Airport at the
time of the rental, a $25.00 plus tax Inter City Fee was quoted at that
time. However, as per the member’s statement to the RevDex.com, the [redacted] location was offered as a drop off location at the time
of booking, despite the location’s hours of operation. Accordingly, we
have arranged for [redacted] to issue a $28.50 credit to the member’s payment card.
We appreciate our member’s loyalty with
AAA Western and Central New York and would like to thank you again for
providing us the opportunity to resolve her concerns. If you have any questions, or if I can be of any
further assistance, please don’t hesitate contact me.
Sincerely,
Katie G.
Senior Member Relations
Analyst
AAA Western & Central New
York
Thank you for contacting AAA Western and Central New York regarding our member’s AAA membership card. We apologize for his wait and appreciate his continued patience. I have reviewed our records and noted that the member enrolled as a AAA Plus level member on October 27, 2015. ...
As the member was eligible for a promotion, he paid his annual dues in the amount of $71.50. His first membership card was ordered upon enrollment and mailed to the address listed on his account at the time of enrollment: [redacted], [redacted], NY [redacted]. The member should have received his card within two weeks from the day it was ordered. On, February 23, 2016, the member contacted AAA to request that another membership card be mailed to the same address in [redacted], NY. Unfortunately, AAA has no record that an additional card was mailed to the member in February. We take member service issues very seriously, and I would like to stress that his experience this is not consistent with the standards of AAA. Our member can be assured that we will take appropriate steps to address the matter internally. AAA will gladly honor the member’s request and refund his membership dues in the amount of $71.50; however, I would like to invite our member to continue his membership with AAA Western and Central New York. A membership card can be mailed to him promptly upon verification of his current home address. Our member can contact me directly at ###-###-####, ext. [redacted] or [redacted].com to provide his current mailing address and he can be assured that a new membership card will be mailed immediately so that he can enjoy all of the great AAA member benefits available to him. We look forward to a response from our member advising which option would best resolve the matter. Thank you again for allowing us the opportunity to address our member’s concern. We appreciate his membership with AAA Western and Central New York and look forward to serving him in the future. If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you. Sincerely, Katie G. Senior Member Relations Analyst AAA Western & Central New York