AAA South Jersey

Review: AAA deducted a renewal automatically 30 days in advance of my renewal without my permission. I requested a refund on March 2, 2015 and was told it would be 7-10 days. I called March 6, 2015 to check the status of my refund and was told it was never requested by the agent [redacted] that I spoke to on 3/2/15. Even though I asked her to request it and she even said she would try to expedite it because of my circumstances. [redacted] said on 3/6/15 that it was not done and the request was now being done today and the 7-10 days would start from today for the expected refund. She would not do anything to try to get it sooner. That was their policy and that was that. I am a single mother and currently unemployed with a disabled child. AAA does not care and will not help me.Desired Settlement: Refund of membership fee as soon as possible. Refund put on my debit card VISA which will go in my bank account that is where they took it from.

Review: I purchased an extended warranty from AAA and the representative NEVER explained the ENTIRE Validation procedure...she said it was on. 30 day period then after that u can make a claim.. during my validation period I had an issue w my water pump in my car where it was leaking and couldn't drive it...so when my 30 days was up I went into service to get car repaired and I was then advised that there is an additional clause.of 1000 miles I needed to do along w the 30 days..the rep Nancy [redacted] never mentioned NOT ONCE about the 1000 miles and admitted it to me BUT said nothing ahe could do and she lied to her manager Chrissy [redacted] that she did and because they dont record their calls...its my word against hers...I feel that AAA should take some responsibility for what their representives say to their customers instead of worrying about making a sale...Nancy said that AAA puts so much pressure on them to make quotas that could be the reason why she wasnt able to do her job and educate me when I repeatedly asked her if 30 days was the ONLY stipulation before making a claim.and ahe repeatly said YES 30.DAYS ONLY...Now I have to pay out of pocket $1200 to get my car fix bcz now Im still in their validation period and wven if I made the 1000 miles the warrantu refuses the pay for any repairs...AAA came back and said its my fault I didnt understand my contract and theirs.nothing they can do...and they are supposed to be the BEST yea the BEST at lying to you and then bot taking responsibility for their actions.Desired Settlement: I would like an apology from.Nancy [redacted] and for her to.tell the truth that she DID NOT tell me about the 1000 mile stipulation and a credit.toward my bill to.repair my vehicle since AAA is partially responsible for me not knowing all the information that I needed in order to properly repair .y vehicle...

Business

Response:

Re: Agreement [redacted]Complainant’s claim was initially denied as the time (30 days) and mileage (1,000 mile) validation period was not met. The validation period is stated twice on the Declarations page of the Vehicle Service Agreement and is described under definitions on page 2 of the agreement. The entire agreement was provided to the complainant on September 1st, 2015 and allows for a 30-day review period, which coincides with the 30-day validation period, whereby you can cancel and receive a full refund. Since the breakdown (water pump) occurred during the 30-day validation period and this was prior to the beginning of coverage it is considered a pre-existing condition. The agreement specifically excludes preexisting conditions that occur prior to the end of the validation period (Under the section F.3. CONDITIONS NOT COVERED, Item P.)Monique [redacted] is not a named person on this agreement. Is she related to the contract holder, Sylvester [redacted] somehow? This complaint will need to be verified by the contract holder.If the complaint is verifiable with the contract holder, I am offering to cancel your agreement and provide you a refund for the down payment and first payment in the amount of $290.87. This is based on the assumption that the complainant has not already tried to charge-back these payments. If the complainant decides to keep the agreement, he/she will need to pay for the water pump repair and have the receipts available to provide to the Administrator before any additional claims will be considered when the validation miles are complete. If he/she chooses to cancel the agreement, then a refund will be provided by check within 14 days of verification. Respectfully,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the issue that their representative Nancy [redacted] did not give proper customer service and explain to me about the mileage requirements..and I am the spouse of Sylvester [redacted] and he is acknowledging that he is aware of this issue and is fine with me filing this complaint...We are keeping the policy and have not attempted any charge backs because our issue is with AAA not the policy...AAA needs to accept their fault in this matter where their representive was more concerned with complaining about how many policies (I believe she said btwn 30-40) she is required to do on monthly basis and how hard it is to work at AAA instead of educating the clients completely about the policies especially when I asked Nancy multiple times about how long til I was able to submit a claim and she only said 30 days..Never mentioned about the validation miles and thats what I am complaining about..AAA feels that its ok to lie to their customers and dont stand up to their mistakes...

Regards,

Monique [redacted]

Business

Response:

November 23, 2015 Revdex.com 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 RE: Complaint #[redacted] To Whom it May Concern, In response to the complainant’s rejection to our previous response regarding the complaint listed above, please be advised of the following: Nancy [redacted] is a licensed insurance professional and has been in the insurance field for 11 years. She has a tremendous client following, excellent track record and receives customer accolades on a regular basis. Nancy has been employed with AAA South Jersey for approximately two years and in that time we have not received one complaint or negative feedback from any of the customers that Nancy has worked with. It is our expectation at AAA South Jersey that we provide the best customer experience to all and I am disappointed that this did not occur for you. I apologize for the inconvenience you have encountered with the misinterpretation of the warranty contract that you purchased. Since the breakdown (water pump) occurred during the 30-day validation period and this was prior to the beginning of coverage it is considered a pre-existing condition. The agreement specifically excludes preexisting conditions that occur prior to the end of the validation period (Under the section F.3. CONDITIONS NOT COVERED, Item P.) However, I am still offering to cancel your agreement and provide you a refund for the down payment and first payment in the amount of $290.87. This is based on the assumption that the complainant has not already tried to charge-back these payments. If the complainant decides to keep the agreement, he/she will need to pay for the water pump repair and have the receipts available to provide to the Administrator before any additional claims will be considered when the validation miles are complete. If he/she chooses to cancel the agreement, then a refund will be provided by check within 14 days of verification.