Ms [redacted] I appreciate you taking the time to report this incident to us (Case # [redacted] : [redacted] )I was able to reach Mr [redacted] today and resolve the matter to his satisfaction, providing him with an apology, gift cards, an entitlement credit, and a complimentary membership good through Thanks again for bringing this issue to our attention We consider the matter closed at this point If you have any questions or need further information, please contact me.Sincerely,
Dear [redacted] Jr., Thank you for contacting Member RelationsPer our telephone conversation on 06/21/you will receive a refund of $which will downgrade your membership to the Classic coverageYou will receive a refund to your credit card in 10-business daysYour membership handbook as well as new AAA membership cards have been requested for you and your associate and will arrive in the next 7-business days Thank you for being a valued AAA member since If you have any additional questions, please contact our Member Service Center at ###-###-####
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys [redacted] is working to contact Mr [redacted] direcltyPlease don't hesitate to let me know what additional information you may need from meThank you, From: [redacted] Sent: Tuesday, September 01, 6:PMTo: [redacted] ***Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint # [redacted] Hi [redacted] , In ***'s complaint he says he gave the shop a bad reviewand the web site crashed when he pressed the submit button He furtherstated this was a ploy to only get good reviewsI just took the survey and gave them the lowest score forevery question The program did not crash Below is a screen shotof the survey with all negative responses The second screen shot is thepage following the submit button The link for the survey is: www.ESatsurv.com/?e7pA1hkcCpAI have left a voice mail for [redacted] and I'll send him an emailwith the link and my phone numberThanks, [redacted]
June 13, Re: Ms [redacted] , Case No: [redacted] I had the pleasure of speaking to Ms [redacted] this afternoon regarding her experience with us and apologized about the alleged incidentWe offered to reimburse her $for the alleged damage expenses I confirmed that a resolution to this matter has been reached and Ms [redacted] informed me that she is satisfied with this resolution amount I advised that AAA will be contacting you to explain that this situation has been resolved I appreciate you taking the time to report this incident to us and we consider the matter closed at this time If you have any questions or need further information, please feel free to contact me Sincerely, [redacted] Supervisor, Service Monitor The Auto Club Group Auto Club Drive Dearborn, MIPhone: ###-###-####
June 27, Revdex.com of Wisconsin [redacted] Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# [redacted] concerning the roadside assistance experience for Mr [redacted] that occurred on May 26, in Milwaukee, Wisconsin Our records indicate that Grube’s Towing provided the service to his vehicle Grube’s Towing is part of a network of independent service providers that deliver roadside assistance to AAA members They are neither agents nor employees of the Auto Club Group As such, our AAA Member Handbook states that any loss or damage resulting from the service provider’s actions is the sole responsibility of the independent service provider On Mr [redacted] behalf, we have investigated and researched the alleged damage complaint with the owner of Grube’s TowingAfter thoroughly reviewing the information, the owner denied any responsibility of the alleged damage Although we attempted in good faith to assist Mr [redacted] in reaching a resolution with the facility owner, we were unable to reconcile the dispute We have no additional recourse and consider the matter closed Any additional inquiries may be directed to the owner of Grube’s Towing regarding Mr [redacted] case The information that we have on file is: [redacted] Grube’s TowingDonges Bay RoadMequon, WI Sincerely, [redacted] Supervisor, Service Monitor ACG Automotive Administration
We have received this same complaint simultaneously from the OCI We will be working off their required response which date is 8/17/ At that time, or sooner if possible, we will be happy to also provide you with a copy of our response Thank you
February 27,
Consumer: *** ***
Case ID: ***
Dear Mrs***:
We have received your complaint regarding a request for emergency road service in January
We are unable to locate any calls in the
Wisconsin system for you or your husband, Franklin in January
We hope you will continue to call on AAA, and the next time you request service we deliver the dependable service you expect. We value your membership and look forward to meeting your service needs in the future.Sincerely,
*** ***
Operations Manager
ERS Member Relations
Mr***Thank you for contacting AAA with your feedbackWe do apologize for any inconvenience this may have causedPlease be assured that our CSR was following company policy by not completing the transaction once the call had been disconnected, as he could not assume that you wanted to complete the transactionI hope that you will accept our sincerest apology in this matter.If I can be of any further assistance please feel free to let me know!Thank you for choosing AAA! Have a great day,*** ***
Revdex.com:
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 below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I was only refunded the difference in service price amount I paid this year in June and was told there woudl be no refund of the amount I had paid for the upgraded service since and it was the representatives fault for not understanding what they were selling me. Not very good customer service as ive been with AAA well over years*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMr*** was very kind and professional, and did what he could to help me resolve this issueI very much appreciate his getting back to me
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Good afternoon,Thank you for contacting AAA. I apologize the misunderstanding regarding the Plus RV upgrade. I have reviewed the interaction between MR…. and our Emergency Roadside Assistance CSR. In the recorded call the member was advised of the 72 hour waiting period prior to providing the CSR...
with his credit card information. The member continued with the upgrade process by providing the CSR with his credit card number before the payment process could be completed the member asked the CSR to call and ask a supervisor if the 72 hour wait could be waived. The CSR did check with a member of the leadership team about waiving the 72 hour waiting period and was advised that it would not be waived. The CSR advised the member that the he was unable to waive the 72 hour wait. The member became upset and disconnected the telephone call before the payment transaction was completed, resulting in the membership not being upgraded due to not having consent from the member to process the payment.If I can be of further assistance please feel free to let me know!Thank you for choosing AAA!Have a great day,[redacted]
We have received this same complaint simultaneously from the OCI. We will be working off their required response which date is 8/17/15. At that time, or sooner if possible, we will be happy to also provide you with a copy of our response. Thank you....
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.
Thank you so much for your follow up e-mail.. after reading the response I may be a little bit upset by the remark “ Mr. became upset and disconnected the call. It’s like when I was told by a representative that I told AAA I no longer wanted to pay for the upgrade. Words I never said or would have said; and is not mentioned in this response. Never did I become disrespectful or become upset with the AA agent. I had already completed my conversation and provided all necessary information for the upgrade with the agent. The request for waiver of the 72 hour was a whole different subject. When I was told they could not wave the 72 hour wait I was through with the call, period. I paid for the upgrade. It was not until 5 days later that I called for road service with the same request I originally asked for, never did it cross t my mind that the agent assumed I did not want what I asked for. This does not make sense to me; Or anyone else I tell this story to.. I am an x employee of AAA as a sales agent, I know how this all works. I tried to ask for a waiver, that was a whole different subject. I waited more than 72 hours, because I know how the service works. I do not appreciate when professionals can not admit their mistakes and try to cover up. By assuming I was upset by me ending the conversation by ending our call, and by telling me I did not no longer want the service is not the way I conducted myself as an agent within a respectable company such as AAA. I feel AAA should upgrade my service as originally requested and refund the money spent for the extra miles of towing. And Talk to all people concerned, especially the agent who told me over the phone that I requested to cancel the upgrade:, and the person who assumed by finishing our conversation that I was upset with AAA.
Regards,
[redacted]
Ms. [redacted]
I appreciate you taking the time to report this incident to us (Case #[redacted]: [redacted])I was able to reach Mr. [redacted] today and resolve the matter to his satisfaction, providing him with an apology, gift cards, an entitlement credit, and a complimentary membership...
good through 2017. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please contact me.Sincerely,
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I understand Big business finds it hard to admit mistakes. But it is so plan that if I waited the 5 days to utilize the service I requested I would have expected the service to be there. I want to make an official compliant a matter of record. Now some one has my cash for the extra towing and I still do not have the service I requested and acted in good faith. I will cancel the service with AAA and go with my insurance towing for emergency. Thank You the Revdex.com for your assistance in this matter, especially [redacted] for allowing me to tell what happened.
Regards,
[redacted]
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys. [redacted] is working to contact Mr. [redacted] direclty. Please don't hesitate to let me know what additional information...
you may need from me. Thank you, From: [redacted] Sent: Tuesday, September 01, 2015 6:59 PMTo: [redacted]Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint #[redacted]. Hi [redacted], In [redacted]'s complaint he says he gave the shop a bad reviewand the web site crashed when he pressed the submit button. He furtherstated this was a ploy to only get good reviews. I just took the survey and gave them the lowest score forevery question. The program did not crash. Below is a screen shotof the survey with all negative responses. The second screen shot is thepage following the submit button. The link for the survey is: www.ESatsurv.com/?e7pA1hkcCpA2 I have left a voice mail for [redacted] and I'll send him an emailwith the link and my phone number. Thanks,[redacted]
June 13, 2017 Re: Ms. [redacted], Case No: [redacted] I had the pleasure of speaking to Ms. [redacted] this afternoon regarding her experience with us and apologized about the alleged incident. We offered to reimburse her $350.00 for the alleged damage expenses....
I confirmed that a resolution to this matter has been reached and Ms. [redacted] informed me that she is satisfied with this resolution amount. I advised that AAA will be contacting you to explain that this situation has been resolved. I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me. Sincerely, [redacted] Supervisor, Service Monitor The Auto Club Group 1 Auto Club Drive Dearborn, MI. 48126 Phone: ###-###-####
June 27, 2017 Revdex.com of Wisconsin[redacted]
Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# [redacted] concerning the roadside assistance experience for Mr. [redacted] that occurred on May 26, 2017 in Milwaukee,...
Wisconsin. Our records indicate that Grube’s Towing provided the service to his vehicle. Grube’s Towing is part of a network of independent service providers that deliver roadside assistance to AAA members. They are neither agents nor employees of the Auto Club Group. As such, our AAA Member Handbook states that any loss or damage resulting from the service provider’s actions is the sole responsibility of the independent service provider. On Mr. [redacted] behalf, we have investigated and researched the alleged damage complaint with the owner of Grube’s Towing. After thoroughly reviewing the information, the owner denied any responsibility of the alleged damage. Although we attempted in good faith to assist Mr. [redacted] in reaching a resolution with the facility owner, we were unable to reconcile the dispute. We have no additional recourse and consider the matter closed. Any additional inquiries may be directed to the owner of Grube’s Towing regarding Mr. [redacted] case. The information that we have on file is: [redacted]
Grube’s Towing6715 Donges Bay RoadMequon, WI 53092 Sincerely, [redacted]
Supervisor, Service Monitor ACG Automotive Administration
Dear [redacted] Jr., Thank you for contacting Member Relations. Per our telephone conversation on 06/21/16 you will receive a refund of $103.00 which will downgrade your membership to the Classic coverage. You will receive a refund to your credit card in 10-14 business days. Your membership...
handbook as well as new AAA membership cards have been requested for you and your associate and will arrive in the next 7-10 business days. Thank you for being a valued AAA member since 2003. If you have any additional questions, please contact our Member Service Center at ###-###-####.
Ms [redacted] I appreciate you taking the time to report this incident to us (Case # [redacted] : [redacted] )I was able to reach Mr [redacted] today and resolve the matter to his satisfaction, providing him with an apology, gift cards, an entitlement credit, and a complimentary membership good through Thanks again for bringing this issue to our attention We consider the matter closed at this point If you have any questions or need further information, please contact me.Sincerely,
Dear [redacted] Jr., Thank you for contacting Member RelationsPer our telephone conversation on 06/21/you will receive a refund of $which will downgrade your membership to the Classic coverageYou will receive a refund to your credit card in 10-business daysYour membership handbook as well as new AAA membership cards have been requested for you and your associate and will arrive in the next 7-business days Thank you for being a valued AAA member since If you have any additional questions, please contact our Member Service Center at ###-###-####
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys [redacted] is working to contact Mr [redacted] direcltyPlease don't hesitate to let me know what additional information you may need from meThank you, From: [redacted] Sent: Tuesday, September 01, 6:PMTo: [redacted] ***Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint # [redacted] Hi [redacted] , In ***'s complaint he says he gave the shop a bad reviewand the web site crashed when he pressed the submit button He furtherstated this was a ploy to only get good reviewsI just took the survey and gave them the lowest score forevery question The program did not crash Below is a screen shotof the survey with all negative responses The second screen shot is thepage following the submit button The link for the survey is: www.ESatsurv.com/?e7pA1hkcCpAI have left a voice mail for [redacted] and I'll send him an emailwith the link and my phone numberThanks, [redacted]
June 13, Re: Ms [redacted] , Case No: [redacted] I had the pleasure of speaking to Ms [redacted] this afternoon regarding her experience with us and apologized about the alleged incidentWe offered to reimburse her $for the alleged damage expenses I confirmed that a resolution to this matter has been reached and Ms [redacted] informed me that she is satisfied with this resolution amount I advised that AAA will be contacting you to explain that this situation has been resolved I appreciate you taking the time to report this incident to us and we consider the matter closed at this time If you have any questions or need further information, please feel free to contact me Sincerely, [redacted] Supervisor, Service Monitor The Auto Club Group Auto Club Drive Dearborn, MIPhone: ###-###-####
June 27, Revdex.com of Wisconsin [redacted] Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# [redacted] concerning the roadside assistance experience for Mr [redacted] that occurred on May 26, in Milwaukee, Wisconsin Our records indicate that Grube’s Towing provided the service to his vehicle Grube’s Towing is part of a network of independent service providers that deliver roadside assistance to AAA members They are neither agents nor employees of the Auto Club Group As such, our AAA Member Handbook states that any loss or damage resulting from the service provider’s actions is the sole responsibility of the independent service provider On Mr [redacted] behalf, we have investigated and researched the alleged damage complaint with the owner of Grube’s TowingAfter thoroughly reviewing the information, the owner denied any responsibility of the alleged damage Although we attempted in good faith to assist Mr [redacted] in reaching a resolution with the facility owner, we were unable to reconcile the dispute We have no additional recourse and consider the matter closed Any additional inquiries may be directed to the owner of Grube’s Towing regarding Mr [redacted] case The information that we have on file is: [redacted] Grube’s TowingDonges Bay RoadMequon, WI Sincerely, [redacted] Supervisor, Service Monitor ACG Automotive Administration
We have received this same complaint simultaneously from the OCI We will be working off their required response which date is 8/17/ At that time, or sooner if possible, we will be happy to also provide you with a copy of our response Thank you
February 27,
Consumer: *** ***
Case ID: ***
Dear Mrs***:
We have received your complaint regarding a request for emergency road service in January
We are unable to locate any calls in the
Wisconsin system for you or your husband, Franklin in January
We hope you will continue to call on AAA, and the next time you request service we deliver the dependable service you expect. We value your membership and look forward to meeting your service needs in the future.Sincerely,
*** ***
Operations Manager
ERS Member Relations
Mr***Thank you for contacting AAA with your feedbackWe do apologize for any inconvenience this may have causedPlease be assured that our CSR was following company policy by not completing the transaction once the call had been disconnected, as he could not assume that you wanted to complete the transactionI hope that you will accept our sincerest apology in this matter.If I can be of any further assistance please feel free to let me know!Thank you for choosing AAA! Have a great day,*** ***
Revdex.com:
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 below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I was only refunded the difference in service price amount I paid this year in June and was told there woudl be no refund of the amount I had paid for the upgraded service since and it was the representatives fault for not understanding what they were selling me. Not very good customer service as ive been with AAA well over years*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMr*** was very kind and professional, and did what he could to help me resolve this issueI very much appreciate his getting back to me
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Good afternoon,Thank you for contacting AAA. I apologize the misunderstanding regarding the Plus RV upgrade. I have reviewed the interaction between MR…. and our Emergency Roadside Assistance CSR. In the recorded call the member was advised of the 72 hour waiting period prior to providing the CSR...
with his credit card information. The member continued with the upgrade process by providing the CSR with his credit card number before the payment process could be completed the member asked the CSR to call and ask a supervisor if the 72 hour wait could be waived. The CSR did check with a member of the leadership team about waiving the 72 hour waiting period and was advised that it would not be waived. The CSR advised the member that the he was unable to waive the 72 hour wait. The member became upset and disconnected the telephone call before the payment transaction was completed, resulting in the membership not being upgraded due to not having consent from the member to process the payment.If I can be of further assistance please feel free to let me know!Thank you for choosing AAA!Have a great day,[redacted]
We have received this same complaint simultaneously from the OCI. We will be working off their required response which date is 8/17/15. At that time, or sooner if possible, we will be happy to also provide you with a copy of our response. Thank you....
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.
Thank you so much for your follow up e-mail.. after reading the response I may be a little bit upset by the remark “ Mr. became upset and disconnected the call. It’s like when I was told by a representative that I told AAA I no longer wanted to pay for the upgrade. Words I never said or would have said; and is not mentioned in this response. Never did I become disrespectful or become upset with the AA agent. I had already completed my conversation and provided all necessary information for the upgrade with the agent. The request for waiver of the 72 hour was a whole different subject. When I was told they could not wave the 72 hour wait I was through with the call, period. I paid for the upgrade. It was not until 5 days later that I called for road service with the same request I originally asked for, never did it cross t my mind that the agent assumed I did not want what I asked for. This does not make sense to me; Or anyone else I tell this story to.. I am an x employee of AAA as a sales agent, I know how this all works. I tried to ask for a waiver, that was a whole different subject. I waited more than 72 hours, because I know how the service works. I do not appreciate when professionals can not admit their mistakes and try to cover up. By assuming I was upset by me ending the conversation by ending our call, and by telling me I did not no longer want the service is not the way I conducted myself as an agent within a respectable company such as AAA. I feel AAA should upgrade my service as originally requested and refund the money spent for the extra miles of towing. And Talk to all people concerned, especially the agent who told me over the phone that I requested to cancel the upgrade:, and the person who assumed by finishing our conversation that I was upset with AAA.
Regards,
[redacted]
Ms. [redacted]
I appreciate you taking the time to report this incident to us (Case #[redacted]: [redacted])I was able to reach Mr. [redacted] today and resolve the matter to his satisfaction, providing him with an apology, gift cards, an entitlement credit, and a complimentary membership...
good through 2017. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please contact me.Sincerely,
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I understand Big business finds it hard to admit mistakes. But it is so plan that if I waited the 5 days to utilize the service I requested I would have expected the service to be there. I want to make an official compliant a matter of record. Now some one has my cash for the extra towing and I still do not have the service I requested and acted in good faith. I will cancel the service with AAA and go with my insurance towing for emergency. Thank You the Revdex.com for your assistance in this matter, especially [redacted] for allowing me to tell what happened.
Regards,
[redacted]
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys. [redacted] is working to contact Mr. [redacted] direclty. Please don't hesitate to let me know what additional information...
you may need from me. Thank you, From: [redacted] Sent: Tuesday, September 01, 2015 6:59 PMTo: [redacted]Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint #[redacted]. Hi [redacted], In [redacted]'s complaint he says he gave the shop a bad reviewand the web site crashed when he pressed the submit button. He furtherstated this was a ploy to only get good reviews. I just took the survey and gave them the lowest score forevery question. The program did not crash. Below is a screen shotof the survey with all negative responses. The second screen shot is thepage following the submit button. The link for the survey is: www.ESatsurv.com/?e7pA1hkcCpA2 I have left a voice mail for [redacted] and I'll send him an emailwith the link and my phone number. Thanks,[redacted]
June 13, 2017 Re: Ms. [redacted], Case No: [redacted] I had the pleasure of speaking to Ms. [redacted] this afternoon regarding her experience with us and apologized about the alleged incident. We offered to reimburse her $350.00 for the alleged damage expenses....
I confirmed that a resolution to this matter has been reached and Ms. [redacted] informed me that she is satisfied with this resolution amount. I advised that AAA will be contacting you to explain that this situation has been resolved. I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me. Sincerely, [redacted] Supervisor, Service Monitor The Auto Club Group 1 Auto Club Drive Dearborn, MI. 48126 Phone: ###-###-####
June 27, 2017 Revdex.com of Wisconsin[redacted]
Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# [redacted] concerning the roadside assistance experience for Mr. [redacted] that occurred on May 26, 2017 in Milwaukee,...
Wisconsin. Our records indicate that Grube’s Towing provided the service to his vehicle. Grube’s Towing is part of a network of independent service providers that deliver roadside assistance to AAA members. They are neither agents nor employees of the Auto Club Group. As such, our AAA Member Handbook states that any loss or damage resulting from the service provider’s actions is the sole responsibility of the independent service provider. On Mr. [redacted] behalf, we have investigated and researched the alleged damage complaint with the owner of Grube’s Towing. After thoroughly reviewing the information, the owner denied any responsibility of the alleged damage. Although we attempted in good faith to assist Mr. [redacted] in reaching a resolution with the facility owner, we were unable to reconcile the dispute. We have no additional recourse and consider the matter closed. Any additional inquiries may be directed to the owner of Grube’s Towing regarding Mr. [redacted] case. The information that we have on file is: [redacted]
Grube’s Towing6715 Donges Bay RoadMequon, WI 53092 Sincerely, [redacted]
Supervisor, Service Monitor ACG Automotive Administration
Dear [redacted] Jr., Thank you for contacting Member Relations. Per our telephone conversation on 06/21/16 you will receive a refund of $103.00 which will downgrade your membership to the Classic coverage. You will receive a refund to your credit card in 10-14 business days. Your membership...
handbook as well as new AAA membership cards have been requested for you and your associate and will arrive in the next 7-10 business days. Thank you for being a valued AAA member since 2003. If you have any additional questions, please contact our Member Service Center at ###-###-####.