June 13, Re: Ms*** ***, Case No: *** I had the pleasure of speaking to Ms*** 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*** 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, *** *** Supervisor, Service Monitor The Auto Club Group Auto Club Drive Dearborn, MIPhone: ###-###-####
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,*** ***
[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,
*** ***
Mr*** *** This response is in respect to your complaint regarding the AAA Wisconsin membership refund policy The AAA Wisconsin cancelation policy is posted in the membership handbook and clearly states, “If you ask to cancel, your membership, your membership will expire at renewal at
the end of the current term, but no dues will be refunded.” On October 9, you placed a call to renew your membershipAt that time it was mentioned to you that no refunds would be issued if your membership were to be canceled before your renewal dateThis policy was also explained to you on the call made March 15, when you canceled your membershipIn appreciation of you being a member since as a onetime courtesy I have been able to make an exception to our refund policy and have authorized that your membership be canceled with a prorated refund of $for the unused portion of your membershipThe refund has been calculated back to the date you canceled your membership March 15, 2018.This refund will be issued back to the card on file used to make that payment and if that card is no longer available to refund to a check will be issuedPlease allow 10-business days for your refund to appearPlease be advised that this is a onetime courtesy and that if you chose to rejoin AAA in the future the aforementioned refund policy will applyIf you have any questions in this regard please feel free to contact me directly Sincerely, *** *** Resolution Specialist CIC Member Relations & Quality The Auto Club Group
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys*** is working to contact Mr*** direclty. Please don't hesitate to let me know what additional information
you may need from meThank you, From: *** *** *** Sent: Tuesday, September 01, 6:PMTo: *** ***Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint #***. Hi ***, 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 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 *** and I'll send him an emailwith the link and my phone number. Thanks,***
June 27, 2017 Revdex.com of Wisconsin*** ***
Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# *** concerning the roadside assistance experience for Mr*** *** 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*** 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*** 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*** case. The information that we have on file is: *** ***
Grube’s TowingDonges Bay RoadMequon, WI 53092 Sincerely, *** ** ***
Supervisor, Service Monitor ACG Automotive Administration
I spoke to the member and she is in the process of sending me a copy of her tow billOnce we have that I will have a check cut to the member. *** ***Supervisor , Service MonitorsAutomotive Services
Good afternoon,Thank you for contacting AAAI apologize the misunderstanding regarding the Plus RV upgradeI have reviewed the interaction between MR…and our Emergency Roadside Assistance CSRIn the recorded call the member was advised of the hour waiting period prior to providing the CSR
with his credit card informationThe 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 hour wait could be waivedThe CSR did check with a member of the leadership team about waiving the hour waiting period and was advised that it would not be waivedThe CSR advised the member that the he was unable to waive the hour waitThe 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,*** ***
Ms***
I appreciate you taking the time to report this incident to us (Case #***: *** ***)I was able to reach Mr*** 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 ***, 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 “ Mrbecame 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 hour was a whole different subject. When I was told they could not wave the hour wait I was through with the call, period. I paid for the upgrade. It was not until 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 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,
*** ***
Spoke to member and informed her? the on line application that she completed,? second bullet item does indicate the following:You have selected to have your membership renewal dues automatically billed to your credit card.AAA Premier roadside assistance benefits become effective days after
a qualifying payment is processed.RV coverage benefits are included with your membership at no additional cost.?
I spoke with someone from AAA today about my concern.? I was advised that I was renewing a contract with is incorrect.? I was starting a new contract with them not a renewal contract.? She apologized about the inconvenience and stated that she know I ended up paying twice the amount for the tow, than what I paid for the membershipI advised her I was told that once the payment went through that the account would become activeShe stated its like insurance when you get insurance it takes a while for it to take effect.? I stated no when you make a payment with insurance the plan takes effect immediately.? Not only was I not starting a renewal contract, the information from there agents were not consistent with one anotherShe offered to send the information that shows that it says it will take up to hours to take effect.? I went on the website and sent step by step process by screenshot on how that information was not available during process.? I am very disappointed in there service.? Never did I see the information that's states it will take hours to become active.? The website I accessed was straight from googlethe website is? https://wisconsin.aaa.com/join/JoinMemberInfo.aspx and if you access it directly you will not see that information either.? ? Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12727042, 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.]
Regards,
Diane Montgomery?
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,
*** ***
On 6/11/Ms***? filed her complaint with AAAOn? 6/18/we offered a resolution in the amount of $to cover the cost for the diagnostics test, the battery charger, and the new battery purchasedIt was explained to Ms*** that the cost of repairing the dimmer switch was
not a suggestion from AAA but from mechanic and we cannot say if the dimmer switch really needed replacing or if that mechanic misdiagnosedAlso that the cost for renewal is her choice and Ms*** agreed and accepted our settlementMs*** was advised to allow up to weeks to receive her check in the mail
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 understand Big business finds it hard to admit mistakes.? But it is so plan that if I waited the 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 *** *** for allowing me to tell what happened
Regards,
*** ***
Dear *** *** 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 ###-###-####
June 13, Re: Ms*** ***, Case No: *** I had the pleasure of speaking to Ms*** 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*** 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, *** *** Supervisor, Service Monitor The Auto Club Group Auto Club Drive Dearborn, MIPhone: ###-###-####
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,*** ***
[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,
*** ***
Mr*** *** This response is in respect to your complaint regarding the AAA Wisconsin membership refund policy The AAA Wisconsin cancelation policy is posted in the membership handbook and clearly states, “If you ask to cancel, your membership, your membership will expire at renewal at
the end of the current term, but no dues will be refunded.” On October 9, you placed a call to renew your membershipAt that time it was mentioned to you that no refunds would be issued if your membership were to be canceled before your renewal dateThis policy was also explained to you on the call made March 15, when you canceled your membershipIn appreciation of you being a member since as a onetime courtesy I have been able to make an exception to our refund policy and have authorized that your membership be canceled with a prorated refund of $for the unused portion of your membershipThe refund has been calculated back to the date you canceled your membership March 15, 2018.This refund will be issued back to the card on file used to make that payment and if that card is no longer available to refund to a check will be issuedPlease allow 10-business days for your refund to appearPlease be advised that this is a onetime courtesy and that if you chose to rejoin AAA in the future the aforementioned refund policy will applyIf you have any questions in this regard please feel free to contact me directly Sincerely, *** *** Resolution Specialist CIC Member Relations & Quality The Auto Club Group
Good morning, Please see an email response below from the President of Pacific Research Group, the marketing research company AAA uses to conduct surveys*** is working to contact Mr*** direclty. Please don't hesitate to let me know what additional information
you may need from meThank you, From: *** *** *** Sent: Tuesday, September 01, 6:PMTo: *** ***Subject: Re: FW: The Revdex.com of Wisconsin has received a customer commentregarding complaint #***. Hi ***, 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 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 *** and I'll send him an emailwith the link and my phone number. Thanks,***
June 27, 2017 Revdex.com of Wisconsin*** ***
Lead Trade Practice Specialist Consultant This is in response to the Revdex.com case# *** concerning the roadside assistance experience for Mr*** *** 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*** 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*** 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*** case. The information that we have on file is: *** ***
Grube’s TowingDonges Bay RoadMequon, WI 53092 Sincerely, *** ** ***
Supervisor, Service Monitor ACG Automotive Administration
I spoke to the member and she is in the process of sending me a copy of her tow billOnce we have that I will have a check cut to the member. *** ***Supervisor , Service MonitorsAutomotive Services
Good afternoon,Thank you for contacting AAAI apologize the misunderstanding regarding the Plus RV upgradeI have reviewed the interaction between MR…and our Emergency Roadside Assistance CSRIn the recorded call the member was advised of the hour waiting period prior to providing the CSR
with his credit card informationThe 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 hour wait could be waivedThe CSR did check with a member of the leadership team about waiving the hour waiting period and was advised that it would not be waivedThe CSR advised the member that the he was unable to waive the hour waitThe 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,*** ***
Ms***
I appreciate you taking the time to report this incident to us (Case #***: *** ***)I was able to reach Mr*** 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 ***, 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 “ Mrbecame 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 hour was a whole different subject. When I was told they could not wave the hour wait I was through with the call, period. I paid for the upgrade. It was not until 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 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,
*** ***
Spoke to member and informed her? the on line application that she completed,? second bullet item does indicate the following:You have selected to have your membership renewal dues automatically billed to your credit card.AAA Premier roadside assistance benefits become effective days after
a qualifying payment is processed.RV coverage benefits are included with your membership at no additional cost.?
I spoke with someone from AAA today about my concern.? I was advised that I was renewing a contract with is incorrect.? I was starting a new contract with them not a renewal contract.? She apologized about the inconvenience and stated that she know I ended up paying twice the amount for the tow, than what I paid for the membershipI advised her I was told that once the payment went through that the account would become activeShe stated its like insurance when you get insurance it takes a while for it to take effect.? I stated no when you make a payment with insurance the plan takes effect immediately.? Not only was I not starting a renewal contract, the information from there agents were not consistent with one anotherShe offered to send the information that shows that it says it will take up to hours to take effect.? I went on the website and sent step by step process by screenshot on how that information was not available during process.? I am very disappointed in there service.? Never did I see the information that's states it will take hours to become active.? The website I accessed was straight from googlethe website is? https://wisconsin.aaa.com/join/JoinMemberInfo.aspx and if you access it directly you will not see that information either.? ? Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12727042, 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.]
Regards,
Diane Montgomery?
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,
*** ***
On 6/11/Ms***? filed her complaint with AAAOn? 6/18/we offered a resolution in the amount of $to cover the cost for the diagnostics test, the battery charger, and the new battery purchasedIt was explained to Ms*** that the cost of repairing the dimmer switch was
not a suggestion from AAA but from mechanic and we cannot say if the dimmer switch really needed replacing or if that mechanic misdiagnosedAlso that the cost for renewal is her choice and Ms*** agreed and accepted our settlementMs*** was advised to allow up to weeks to receive her check in the mail
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 understand Big business finds it hard to admit mistakes.? But it is so plan that if I waited the 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 *** *** for allowing me to tell what happened
Regards,
*** ***
Dear *** *** 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 ###-###-####