AAA Mid-Atlantic, Southern Region

Dear [redacted]Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] concerns regarding the recent experience with an independent contractor. I have attempted to contact [redacted] by telephone and have left her two detailed messages...

asking her to return my call. Our goal is to provide service to all of our members in timely manner and we apologize that we did not meet this expectation. AAA Mid-Atlantic responds to around 7,500-10,000 requests for service per day and responds to 90% within 60 minutes or less. Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern. I have provided a copy of her concern to the appropriate management team to ensure that corrective action is taken. We will review the events surrounding your delay and are confident that the next time you call upon AAA for service, your experience will be significantly improved. Again, thank you for bringing this matter to our attention and we regret any frustration this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need any additional information, please feel free to contact us directly at [redacted]

we are working on the case. We will actually reach out to the member to discuss and then provide a formal response. We will put a priority on the case, but will likely be after Monday before we can respond

Good morning, I want to address the issues in order.   As an AAA member, customers get **% off of labor, not the total bill.  Not sure if the person on the phone said the wrong information or the customer took it incorrectly but that is the discount.  The customer said...

they knew the repair would be no more than $[redacted], but I’m not sure of where they are getting the pricing.  $[redacted] included the diagnostic and tax.  Alternator cost is about $[redacted] dollars.  My associate incorrectly priced the alternator from the dealer and it should have been $[redacted] from the dealer.  We stood behind the pricing we gave and did not increase the estimate later for the part.   The customer said they had the alternator replaced previously on the vehicle but it failed again.  We did in fact find oil leaking onto the connector and wiring for the alternator.  The previous people that replaced the alternator may have missed this problem and shortened the life of the alternator.  We did not want the customer to have another failure of the alternator and have to have their vehicle towed again for the same problem.  The service advisor called the dealer and they said the only way we could repair the connector and wiring was by replacing the wiring harness.  There was no pigtail (part of the harness with wiring and connector) available.  We quoted the customer the price for the harness and the labor to replace the harness.  I don’t know where the assumption that they, as the customer said, “pissed us off” and we’re raising the price came from, but we are a professional shop and that does not happen.  Once the customer approved the repair and we removed the alternator and harness, we found we were able to repair the wiring, take apart the connector to clean it, solder wiring, shrink wrap the wires, then reinstall.  We did this to save the customer money.   The hydraulic fluid leaking is from motor mounts which is not causing the alternator to fail.  This is causing the motor mounts to fail.  There is a noise when the engine shifts because of these failed mounts. The way the customer says it all makes sense when they walked in is confusing.  In a repair facility, the technicians do not come to the phone and try to sell work to customers.  The service advisers are trained salespeople with automotive knowledge that engage with the technicians to make sure they understand what is needed and relay this information to the customer.  This is the same process that happens in dealerships and aftermarket facilities.  We do not play on people’s ignorance.  Instead we attempt to inform the customer of what is needed and willing to explain until the customer understands what is needed.   In regards to the customer’s complaint of the noise behind the firewall, we ran the vehicle in the shop and did not hear the noise.  The vehicle was towed in and we never heard the vehicle before it was towed in.  The alternator was not charging before the vehicle came in and it cannot run without electricity.  When the vehicle left, the alternator is charging and is now drivable.   The fact that the customer thinks we did not look at the vehicle because they overpaid for services is false.  As a national brand, we stand behind the work we did not we don’t just brush people off after they have had services completed.  When the vehicle was driven by the technician who worked on the vehicle, the noise he heard is coming from the tires/wheels.  Again we put an alternator on the vehicle and if it is the alternator making the noise, that noise would be heard at idle and when driven.  A third party should be able to tell the customer before driving the vehicle that an alternator noise would be heard at all times since the alternator pulley is spinning as soon as the vehicle is started.  And also, again, the vehicle was not drivable when it first arrived so any type of tire noise had to be preexisting since this is not anything that we had to repair when the vehicle was towed into the shop.   If there is any problem with the part, there is a 2 year **k mile warranty for part and labor through AAA.  If the 3rd party shop diagnoses the vehicle and tries to say we caused an issue, then customer approves the work and then expects us to pay without consulting us, the customer would be responsible for the repair themselves.  Before any repairs are done, I would need the customer to contact us at the shop so we follow the appropriate steps in having the vehicle repaired. With overages in towing, the customer would need to contact roadside assistance to find how to be reimbursed.  The towing is not affiliated with the car care centers.   [redacted]
[redacted]
[redacted]

The company has indicated that the consumer has received the refund.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Re:
Revdex.com Complaint – [redacted]Dear Ms. [redacted]:In the course of events that
transpired, we are left with ascertaining what occurred to have garnered the
contested actions that are being purported by the member. Though we empathize
with Mr. [redacted], and...

understand the frustration of having a challenging
situation evolve, we are not garnering liability for the damages that are being
alleged.With that said, all our
member’s inquiries are important, and truly at the forefront of all our
endeavors.  Their satisfaction is
tantamount to our success as an organization. 
We operate with integrity and concern; understanding that circumstances
do arise.   Based upon the circumstances contrived
through our investigation we still support our initial findings of claim denial:April 22nd - Requested ERS service; vehicle needed to be transported via flatbed (oil
leak).  Vehicle purchased appx. 10
days prior to service.April 22nd - Damage reported by member. April 30h  - Contacted member for physical
inspection of vehicle May 8th  - Claim denied ; members insurance
called on May 12th We contacted Mr. [redacted] to
offer the opportunity to dispel any confusion that may or may not have existed
to the reason why his claim was denied. 
This opportunity was offered in the manner of a “re-enactment “of the
initial tow; all parties present.  Mr.
[redacted] stated, “. . . . if you had
contacted two weeks sooner maybe something could have been done . . .vehicle is
in the repair shop at the moment . . . “  Our contact with the member was facilitated by the Revdex.com on May 15th, at this time the vehicle was unavailable.  We offered to facilitate the
“re-enactment” once the repairs were completed, and were informed that  . . . .”
the suspension is being lowered and the bumper is being repaired. . .”. . .Mr. [redacted]’s claim was denied
initially based upon the premise that the abrasions reported to the vehicle,
were not able to be achieved with the equipment that was used on the day in
question.  Without the vehicle at the
same height and the bumper repaired, we are unable to fulfill the commitment
that we need to show just cause. Our focus and concern shall
always be our Members. Thank you for the opportunity to respond and work with
Mr. [redacted] so that we can resolve and provide understanding. If Mr. [redacted] wishes
to continue the investigation, he may call us back @ [redacted] and speak
with a Member Relations Coordinator who will be able to assist him.Sincerely,[redacted]Member
Relations Manager

January 26, 2016


size="3">


Revdex.com Central VA
720 Moorefield Park, Suite 300
Richmond, VA 23236




Re: Revdex.com Complaint ID: [redacted]


We have received and reviewed Mr. [redacted]’ concern referenced above.

Mr. [redacted] was phoned on the afternoon of January 26, 2015 to discuss his concern with roadside assistance. In attempt to resolve the following steps were taken:


Expressions of apology, as this was a frustrating situation
An explanation was given to Mr. [redacted] regarding the reasoning behind his denial of road service. Mr. [redacted] was safe at home and his vehicle was stuck on ice and snow down a long, gravel driveway. Due to the effects of Winter Storm Jonas, service at home were still restricted. Additionally the safety hazards were explained to Mr. [redacted] regarding possible damage to his vehicle and how unsafe for the tow truck to be on snow and ice in gravel.
He was advised that we have a no refund policy for his membership; however, as a goodwill gesture, we would refund the $50 he stated he paid his neighbor to pull the vehicle out with a tractor. Mr. [redacted] declined stating that he would only settle for $267 refund.
Specifically in regards to the Refund Policy:

This membership renewal statement included the following language advising of AAA’s membership refund practice:

Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membership; however, your Membership will remain in force until it expires. Overpayments will be applied to your next membership renewal, or on a request basis will be 100% refunded.

AAA’s full Membership terms and conditions can also be found on AAA.com/member renew.


We wish to express our gratitude for Mr. [redacted] membership. On behalf of AAA Mid Atlantic we sincerely apologize any frustration he may have endured, as a result of the service request.  If you should have further questions or concerns please contact us at [redacted]

Respectfully

[redacted]
[redacted]
[redacted] * [redacted]
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10247629, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com spoke with the consumer and she stated that they have refunded the money.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that...

this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Dear [redacted]Thank you for providing AAA Mid-Atlantic the opportunity to review and respond to [redacted] concerns regarding the recent experience with an independent contractor. I have attempted to contact [redacted] by telephone and have left her two detailed...

messages asking her to return my call. Our goal is to provide service to all of our members in timely manner and we apologize that we did not meet this expectation. AAA Mid-Atlantic responds to around 7,500-10,000 requests for service per day and responds to 90% within 60 minutes or less. Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern. I have provided a copy of her concern to the appropriate management team to ensure that corrective action is taken. We will review the events surrounding your delay and are confident that the next time you call upon AAA for service, your experience will be significantly improved. Again, thank you for bringing this matter to our attention and we regret any frustration this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need any additional information, please feel free to contact us directly at [redacted]

Per the Fredericksburg Manager.  This has been resolved and we are not at fault.

Review: On April 22, 2015 I contacted AAA mid-atlantic to have my sports vehicle towed from my home location to a repair business. The car was not able to start due to an oil leak. AAA serviced my call and the tow truck driver arrived promptly at my house. I informed the Tow truck driver that my vehicle was unable to start and will have to be loaded with the engine off. The tow driver parked his tow truck in my driveway and the loading ramp unloaded a little more than half way up my driveway. The driver entered my vehicle from my garage and proceeded to push the vehicle out of my driveway and onto the loading ramp of the tow truck. It was during this process the bottom of my front bumper scraped and made contact with the loading ramp of the ramp. My driveway is on an incline and is not flat. However, after the vehicle was unloaded and the driver had left, I noticed the front bumper on the driver's side was no longer attached to the car housing and is hanging freely. It appeared the mounting brackets have snapped off. When I noticed this damage, I promptly called AAA to inform them. It was at this time, AAA stated that they take damage claims "seriously" and I provided them with before damage pictures of my vehicle, as well as after. It took AAA over a week to assign my case to a damage assessment agent, and I had to call them back multiple times to even get to that step. They did not return my call during this initial process, I initiated all contact. After it was assigned, the damage assesstment agent came out and pointed out several negative flaws of my vehicle, none of which have anything to do with my claim. He asked for additional pictures, whch I provided. My claim was denied saying there was insufficient evidence to prove liability to tow truck company. Even the Supervisor was of no help in my case. AAA is not concerned with their customers and they seem to have no problems denying claims, even though I had pictures. STAY AWAY from AAA!!Desired Settlement: AAA needs to hold T&T Towing company accountable for their actions. Their services resulted to damage of my vehicle, and I expect them to be liable. Either AAA or the towing company needs to cover at least 50% of the damage costs, but they should be liable for 100%. I had the car for only 12 days since the time of the incident and I already have to deal with this. This is unnacceptable and the company needs to be liable.

Business

Response:

Re:

Revdex.com Complaint – [redacted]Dear Ms. [redacted]:In the course of events that

transpired, we are left with ascertaining what occurred to have garnered the

contested actions that are being purported by the member. Though we empathize

with Mr. [redacted], and understand the frustration of having a challenging

situation evolve, we are not garnering liability for the damages that are being

alleged.With that said, all our

member’s inquiries are important, and truly at the forefront of all our

endeavors. Their satisfaction is

tantamount to our success as an organization.

We operate with integrity and concern; understanding that circumstances

do arise. Based upon the circumstances contrived

through our investigation we still support our initial findings of claim denial:April 22nd - Requested ERS service; vehicle needed to be transported via flatbed (oil

leak). Vehicle purchased appx. 10

days prior to service.April 22nd - Damage reported by member. April 30h - Contacted member for physical

inspection of vehicle May 8th - Claim denied ; members insurance

called on May 12th We contacted Mr. [redacted] to

offer the opportunity to dispel any confusion that may or may not have existed

to the reason why his claim was denied.

This opportunity was offered in the manner of a “re-enactment “of the

initial tow; all parties present. Mr.

[redacted] stated, “. . . . if you had

contacted two weeks sooner maybe something could have been done . . .vehicle is

in the repair shop at the moment . . . “ Our contact with the member was facilitated by the Revdex.com on May 15th, at this time the vehicle was unavailable. We offered to facilitate the

“re-enactment” once the repairs were completed, and were informed that . . . .”

the suspension is being lowered and the bumper is being repaired. . .”. . .Mr. [redacted]’s claim was denied

initially based upon the premise that the abrasions reported to the vehicle,

were not able to be achieved with the equipment that was used on the day in

question. Without the vehicle at the

same height and the bumper repaired, we are unable to fulfill the commitment

that we need to show just cause. Our focus and concern shall

always be our Members. Thank you for the opportunity to respond and work with

Mr. [redacted] so that we can resolve and provide understanding. If Mr. [redacted] wishes

to continue the investigation, he may call us back @ [redacted] and speak

with a Member Relations Coordinator who will be able to assist him.Sincerely,[redacted]Member

Relations Manager

Review: A few months ago I received a phone call from a AAA Agent asking if I would like to add my wife to my Card/Coverage at NO EXTRA CHARGE until the Membership Expires. I stated yes. The AAA Agent never mentioned having my wife added to an Automatic Renewal. I just checked my Credit Card and they Charged me $192 without my permission! They actually had the NERVE to add $1 for a Voluntary Contribution without my permission!!!Desired Settlement: A Full Refund and an Apology!! Plus Do Not Renew my Membership!!! This Company are low lives for this SCAM!!! They should give me a FREE Membership!!!

Business

Response:

See below for response from manager of that area. Dues will be refunded to member.

-----Original Message-----

Sent: Friday, October 10, 2014 5:02 PM

Subject: RE: Revdex.com Complaint

I have requested Membership Admin refund the renewal dues

to the member. Since this was an AR payment with a Nov. renewal this will not

be a problem. AAA can certainly offer an apology.

The member is on email billing and did receive a bill

showing the renewal for both the primary and the associate. We were never

notified that he did not wish to renew the membership for his wife. She was

added during the free associate promotional offer. We are certainly sorry that we did not

explain the process to the members completed understanding.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10247629, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: We did not want to renew the AAA membership as they will not bring diesel fuel to us if we run out. They sent us a letter saying that they needed our new expiration date for our credit card as the date they had had expired. We never answered it as we didn't want the service anymore and they said they needed our new expiration date to make the charge. We assumed that if we didn't give it to them the membership would lapse. Somehow they illegally charged our credit card and the charge went through. This was never authorized. How could this be? I called the Charlottesville office and spoke with Virginia, the manager, and she said they would not refund it nor did she care that I was going to file a complaint with the Revdex.com. I explained that we had not authorized this and that they were never given the information on the credit card. This is VERY bad business and fraudulent. We do not want to be a member of AAA ever again and we did not give them the expiration date or ask them to charge this. Please help us. $337 is a lot of money that was charged to our discover card unauthorized. Thank you very much.Desired Settlement: Explanation of how they can make unauthorized charges to credit cards they were never given the new expiration dates for. An apology from AAA & the branch manager, Virginia, frankly she should be fired! Correct their policy regarding this happening again. Full credit of $337.00.

Business

Response:

The company has indicated that the consumer has received the refund.

Consumer

Response:

Revdex.com spoke with the consumer and she stated that they have refunded the money.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Was in [redacted] parking lot W.Broad st location this summer and was charging my cell phone battery [plugged in lighter outlet] while I was shopping. Came out of [redacted] AND truck wouldn't start. Called for Roadside Assistance; tech arrived who testing charging system and jumped battery. They said my battery was a little weak but they could replace t on the spot with a new one. They arrived in 30 minutes when I was expecting 45 minutes. They performed the service in 10 minutes and I was on my way. My husband and I are AAA plus members as I do business in DC-MD-VA region and we have experienced no problems in 10 years of being members of this service.

Review: While driving home our car experienced odd electrical issues similar to that of an alternator failing. The reason I suspected the alternator is b/c I have been through that repair 3 times before over the last 5 years. So I contacted AAA to arrange a tow for the car. The very nice woman over the phone helped arrange a tow truck. During the conversation she asked if it was ok to have the car towed to a local AAA care center for repairs. There would be a 10% discount on all services. I thought sure why not, it is just the alternator. I knew at the very most they would charge is 600$ and with 10% off I could live with 540$. After pickup, which was prompt, I received a phone call from the service tech telling me that the alternator was

no longer working. I said really ok, what is the price. 736.00$---my first reaction was total shock...I asked 736.00 why so much. I had an alternator replaced before and it was not even close to that price. He said is was really the labor 2.8 hours. I was ok with that...I had made attempts to replace an alternator in my youth and vowed never to do again. So 2.8 hrs of labor seemed more than fair. However, the cost for the alternator was nearly 400$...which is insane. So I explained that this is our 3rd car and if you do not mind searching around for a better price, even if it takes a few days I will wait. He said sure and would call me tomorrow. Great!!!!

Early next morning I got the call that the local Nissan dealership had the part for 200$. Great...total price with labor 550$--perfect...proceed with the work. Later that day I received a phone call that they had found other problems. It appeared my engine damping bracket was leaking oil onto the wiring harness causing the wires to fail. I said, ok let me hear you clearly you said oil is leaking from a part that contain hydraulic fluid. No, no...you are also leaking hydraulic fluid. The oil is coming from the failed valve covers. So the whole wiring harness has to be changed. The price now is 1330$...OH no I must have really pissed these guys off by asking for them to do just a small amount of work to save me a few dollars. Now my first thought is get a tow truck and get my car out of there, but that would cost at least another 200$, plus having another shop look at the car. After time and energy spent I probably coming in at 1300$. I said just fix it....I have learn my lesson LORD, I will never take my car to AAA again.

So, a day later I get a call....it is a miracle they do not have replace the wiring harness. They were able to do something that did something that did not cost much. What they hell ever just give me my car so I can put this nightmare behind me. The new price 975$...fine, great, when can I get the car. Tonight!!!

So, I arrive for the first time to a very nice looking center, and it all begins to make sense. The guy I had been working with over the phone was not a service tech, he is basically a salesman who knows nothing about cars. Our total converstation was complete b/s. They play on people's ignorance and sell them on whatever they think you can pay. So I paid 975$. Get the car, check for dents, and am on my way. In the car for 5 mins and begin to hear this odd sound coming from behind the firewall on the passanger side of the car. Well ST. It was late, I have a crazy busy day at work...I will deal with it tomorrow. So I call and explain the problem to the "service tech" who tells me to bring it in after work. I arrive a 635pm and he tells me to have a seat and they will pull it in the garage to look at. They close in 20mins, they are not going to be able to diagnosis the issue in 20mins. I said keep it and look at tomorrow. He said fine. Next day arrives, no phone call, I call them around 5pm and find out no one has even looked at the car. Why would they, I have already overpaid for services. I was told the tech who worked on the car was off and he will in tomorrow. Fine. At 830am I get a call...drum roll please...tire roar....your tires are cupped and you are hearing tire roar...I said, SIr this is noise that was not there before I brought you the car, tire roar does not appear overnight. I attachly takes several years of not caring for your tires for tire roar to set in. I made the statement that I will coming to explain the problem so they know exactly when I am describing.

I am writing this story with the car still in the shop. I have decided to just get the car and have someone else look at it. I am tired and have learned my lesson and just want to end this insanity.

I will be taking the car to a 3rd party for repairs. If diagnosed that there incompetence lead to additional damages to the car they pay 100% of the costs.

Also, on a much smaller note. AAA covers the first 3 miles of the tow and the center was 8 miles away. I provided a credit card and was told it would be billed 24$ for the additional 5 miles. Of course I was billed for the full price of the tow.

I would like to have the overages taking of the card.

NEVER USE AAA....for anything.

[redacted]Desired Settlement: I will be taking the car to a 3rd party for repairs. If diagnosed that there incompetence lead to additional damages to the car they pay 100% of the costs.

Also, on a much smaller note. AAA covers the first 3 miles of the tow and the center was 8 miles away. I provided a credit card and was told it would be billed 24$ for the additional 5 miles. Of course I was billed for the full price of the tow.

I would like to have the overages taken of the card.

Business

Response:

Good morning, I want to address the issues in order. As an AAA member, customers get 10% off of labor, not the total bill. Not sure if the person on the phone said the wrong information or the customer took it incorrectly but that is the discount. The customer said they knew the repair would be no more than $600, but I’m not sure of where they are getting the pricing. $736 included the diagnostic and tax. Alternator cost is about $400 dollars. My associate incorrectly priced the alternator from the dealer and it should have been $350 from the dealer. We stood behind the pricing we gave and did not increase the estimate later for the part. The customer said they had the alternator replaced previously on the vehicle but it failed again. We did in fact find oil leaking onto the connector and wiring for the alternator. The previous people that replaced the alternator may have missed this problem and shortened the life of the alternator. We did not want the customer to have another failure of the alternator and have to have their vehicle towed again for the same problem. The service advisor called the dealer and they said the only way we could repair the connector and wiring was by replacing the wiring harness. There was no pigtail (part of the harness with wiring and connector) available. We quoted the customer the price for the harness and the labor to replace the harness. I don’t know where the assumption that they, as the customer said, “pissed us off” and we’re raising the price came from, but we are a professional shop and that does not happen. Once the customer approved the repair and we removed the alternator and harness, we found we were able to repair the wiring, take apart the connector to clean it, solder wiring, shrink wrap the wires, then reinstall. We did this to save the customer money. The hydraulic fluid leaking is from motor mounts which is not causing the alternator to fail. This is causing the motor mounts to fail. There is a noise when the engine shifts because of these failed mounts. The way the customer says it all makes sense when they walked in is confusing. In a repair facility, the technicians do not come to the phone and try to sell work to customers. The service advisors are trained salespeople with automotive knowledge that engage with the technicians to make sure they understand what is needed and relay this information to the customer. This is the same process that happens in dealerships and aftermarket facilities. We do not play on people’s ignorance. Instead we attempt to inform the customer of what is needed and willing to explain until the customer understands what is needed. In regards to the customer’s complaint of the noise behind the firewall, we ran the vehicle in the shop and did not hear the noise. The vehicle was towed in and we never heard the vehicle before it was towed in. The alternator was not charging before the vehicle came in and it cannot run without electricity. When the vehicle left, the alternator is charging and is now drivable. The fact that the customer thinks we did not look at the vehicle because they overpaid for services is false. As a national brand, we stand behind the work we did not we don’t just brush people off after they have had services completed. When the vehicle was driven by the technician who worked on the vehicle, the noise he heard is coming from the tires/wheels. Again we put an alternator on the vehicle and if it is the alternator making the noise, that noise would be heard at idle and when driven. A third party should be able to tell the customer before driving the vehicle that an alternator noise would be heard at all times since the alternator pulley is spinning as soon as the vehicle is started. And also, again, the vehicle was not drivable when it first arrived so any type of tire noise had to be preexisting since this is not anything that we had to repair when the vehicle was towed into the shop. If there is any problem with the part, there is a 2 year 24k mile warranty for part and labor through AAA. If the 3rd party shop diagnoses the vehicle and tries to say we caused an issue, then customer approves the work and then expects us to pay without consulting us, the customer would be responsible for the repair themselves. Before any repairs are done, I would need the customer to contact us at the shop so we follow the appropriate steps in having the vehicle repaired. With overages in towing, the customer would need to contact roadside assistance to find how to be reimbursed. The towing is not affiliated with the car care centers. [redacted]

Review: I contacted AAA for roadside assistance on June 30th, 2015 when my [redacted] (that I had purchased only 100 days prior) gave an engine failure signal and began to smoke as I exited Route 95N at Aquia. AAA-Fredericksburg towed the auto to their own repair site and diagnosed failure of the oil pump. They contacted The [redacted] for coverage under the extended warranty I purchased on March 17 when I bought the car from Richmond Ford West dealership. AAA took over administration of the repair. Ford (extended warranty) balked and required tear-down for which I was charged and paid $2000. Finally, after 56 days Ford accepted liability. I was told by AAA that a new engine had been sent from [redacted] and I could pick up the repaired car on Sept 23 or 24. On September 24, AAA said that this was an error: the engine had NOT been shipped or received, and, in fact, [redacted] does not have a replacement engine for this vehicle. They do not know what to do! All parties have dragged their feet for nearly 3 months, pointing fingers at each other and refusing to resolve this issue. I have incurred $2001 for tear down, $2300 for car rental. I have continued to pay $378/mo (now 3 payments since failure!) for this car that doesn't run and is not being repaired. I have lost work to chase these incompetent companies. AND I STILL DO NOT HAVE RESOLUTION OR TRANSPORTATION.Desired Settlement: Refund of Tear-Down Charge $2001. (approximate charge)Refund of Rental Car Fees Paid $2300. (approximate charges to date)Refund of Rental Car Fees Yet to be Incurred ??Negotiated sum for extraordinary inconvenience and the incompetence of the repair shop.Settlement for fair-market value at time of loss, which,apparently, only repair shop can obtain from The [redacted] Extended Service Plan. (Approx $16,000)

Business

Response:

Per the Fredericksburg Manager. This has been resolved and we are not at fault.

Review: AAA Midatlantic misrepresented themselves and their services to me over the last two years. AAA Midatlantic serves a particular region in Virginia where I no longer reside in. When I moved two years ago, I called to have my address updated. At no time was I informed or told that AAA has divisions for different regions and that my services for another region may be delayed if I am not a member in the region I reside. Last year I called about my renewal and learned I was again auto renewed for AAA Midatlantic. I indicated that when I called the local office a year prior, I was told my membership would be transferred to GA location. This did not happen.

When I didn't receive new cards for the new location, I called. I was then told my AAA Midatlantic auto renew was processed and I could not switch membership locations until April 2015. I was told I was not permitted a refund and they could not transfer my membership. I then found I couldn't access AAA online because my address no longer matched my region.

I just received my renewal notice, and interestingly AAA Midatlantic has nothing on the membership renewal form indicating membership is for the Midatlantic region. This is ANOTHER example of misrepresentation, and it disgust me. It is wrong to continue to make misleading offers, when AAA Midatlantic is not the office of my region. I was told my services are still available, but that needed emergency roadside assistance would be delayed having to be routed through AAA Midatlantic as opposed to the region for which I reside. I have been a loyal AAA member for years, and am considering canceling my service this year because of the difficulty navigating the regions and misrepresented site information.Desired Settlement: AAA Midatlantic region and all regions should be required to put their information on their bills, mailings and offers to ensure the customer fully knows where they are buying a service from. I expect an apology and change in advertising to ensure folks know from where they are agreeing to gain membership. Memberships should be transferable and on line access should be allowed regardless of region.

Business

Response:

Dear Revdex.com,Thank you for notifying AAA Midatlantic of [redacted] consumer

complaint with the Revdex.com and for this opportunity to respond.

While we strive to exceed our Member’s expectations, our ultimate goal is to

make sure that each Member’s individual experience is a positive one.As [redacted] may recall her membership was due to expire on

April 1, 2014. Before she made payment for her renewal, clear and conspicuous

information regarding the refund policy was included on her renewal statements.

We have confirmed that this language did appear on [redacted] bill, as intended. A

copy of the language on the bill is below:There is a new limited Membership refund policy effective

April 15, 2012. Membership dues payments including renewals, upgrades and added

associate memberships will not be refunded once applied to your membership will

remain in force until it expires. Overpayments will be applied to your next

membership renewal or on a request basis will be 100% refunded. We received [redacted] 2014 renewal check payment on March 25,

2014 ad her mailing address was changed to reflect her [redacted] address in our

system on March 28, 2014. At that time [redacted] membership was set to be

transferred to [redacted] at her next renewal. With the information that was

provided by the Revdex.com we were able to confirm [redacted] membership with [redacted] due

to [redacted] having duplicate memberships last year we have issues a refund check

in the amount of $190.50 which will take 7-10 business days to received.Again, I thank the Revdex.com for bringing this matter to our attention

and regret any frustration this may have caused [redacted]. Should you or [redacted]

have any questions or need additional information, please feel free to contact

me directly at [redacted].Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

My complaint has been resolved satisfactorily. Thank you.[redacted]

Review: I am an active member of AAA Mid-Atlantic. I just called for a tow due to being stuck on snow and ice in my driveway. I was told that AAA does not tow out of snow and I would have to shovel it out. I am 63 and just had back surgery last June. So I told them to cancel my policy on our three cars. AAA refuses to provide us with a refund. What a RIPOFF!Desired Settlement: I desire to be made whole on my $267.00 worthless membership paid 04JAN2015.

Business

Response:

January 26, 2016 Revdex.com Central VA 720 Moorefield Park, Suite 300 Richmond, VA 23236 Re: Revdex.com Complaint ID: [redacted] We have received and reviewed Mr. [redacted]’ concern referenced above. Mr. [redacted] was phoned on the afternoon of January 26, 2015 to discuss his concern with roadside assistance. In attempt to resolve the following steps were taken: Expressions of apology, as this was a frustrating situationAn explanation was given to Mr. [redacted] regarding the reasoning behind his denial of road service. Mr. [redacted] was safe at home and his vehicle was stuck on ice and snow down a long, gravel driveway. Due to the effects of Winter Storm Jonas, service at home were still restricted. Additionally the safety hazards were explained to Mr. [redacted] regarding possible damage to his vehicle and how unsafe for the tow truck to be on snow and ice in gravel. He was advised that we have a no refund policy for his membership; however, as a goodwill gesture, we would refund the $50 he stated he paid his neighbor to pull the vehicle out with a tractor. Mr. [redacted] declined stating that he would only settle for $267 refund. Specifically in regards to the Refund Policy: This membership renewal statement included the following language advising of AAA’s membership refund practice: Membership dues payments including renewals, upgrades and added associate members, will not be refunded once applied to your membership; however, your Membership will remain in force until it expires. Overpayments will be applied to your next membership renewal, or on a request basis will be 100% refunded. AAA’s full Membership terms and conditions can also be found on AAA.com/member renew. We wish to express our gratitude for Mr. [redacted] membership. On behalf of AAA Mid Atlantic we sincerely apologize any frustration he may have endured, as a result of the service request. If you should have further questions or concerns please contact us at [redacted] Respectfully [redacted]

Review: I contacted AAA twice yesterday at the 800 number for roadside assistance. My car 2007 ford escape was towed from my home at [redacted] on main st. they are not able to complete my motor issues until after I have other work done. I have to move the car then have another mechanic pick it up this Saturday for delivery to his shop - then it will be towed back to Farmville - Haley. AAA will not move my car back to my home,in fact they told me I would have to be present (as I have told them the bill has already been paid but it is in their lot and the keys are with the service manager ready to be picked up). Also that it would cost me to have it towed. AAA quoted their membership book that states they only tow to shops-I went to AAA last night and nothing is in their books about only towing to shops. Again I was told I had 4 tows and I could tow my car anywhere - now it is another story. I will not be joining AAA again if this is the way they do business -changing items in mid stream and not giving individuals "their book" in order to view what services we really are getting.Desired Settlement: I want my car towed back to my house by Thursday 1/7 at 8870 james town rd,when the other repairs are done for it to be towed back to Haley in Farmville for them to put the motor in - PERIOD - start doing business the way you advertised it!!!!!!

Business

Response:

we are working on the case. We will actually reach out to the member to discuss and then provide a formal response. We will put a priority on the case, but will likely be after Monday before we can respond

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My AAA membership entitles me to 4 tows per year. I was never informed that I had only 1 tow - that is ridiculous. No one has tried to contact me at my work [redacted] nor my cell [redacted]. This is a fabrication on AAA part. If my membership entitles me to 4 tows, and I have only used 1 common sense would say I have 3 left at my discretion. The information I have provided shows that in selling this triple membership no membership paperwork advised "covers one tow per disablement member was advised of this policy." Please someone listen to the phone call that I had with AAA. I also went to the AAA office on hull street Midlothian va and they advised me of the same thing in person. Of course when I called back and told AAA the rep told me "they must not have an up to date membership manual." To me a tow, is a tow is a tow - what difference does it matter. I only used 20 minutes of a 100 mile tow. I still have 3 and I will not be renewing this membership ever again and will take to social media to explain my side if necessary. Now who is telling tales?

Regards,

Business

Response:

We received and reviewed Ms. [redacted] complaint referenced above.The following was offered as a resolution, which Ms. Barbara Harris accepted:• AAA has offered to the member $44.42, as a goodwill gesture, which is the cost of theyearly Premier upgrade. Member has accepted the offer sent by the Revdex.com letter sent toAAA.• AAA also will place "Premier upgrade on do not renew per members request 1/17/17.On behalf of AAA Mid Atlantic we sincerely apologize for any issues this may the membermay have endured, as a result of the service request. If you should have any further questionsor concerns please contact us at [redacted], Ext. [redacted].

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,