AAA Washington

Complaint: ***I am rejecting this response because:
I received a solicitation for LIFE INSURANCE!!! I specifically advised your representatives that I did NOT want my name, address, email, or phone handed out to anyone for any reason, and here's yet another solicitation!
I DO NOT WANT ANY SOLICITATION I DO NOT WANT THE MAGAZINE YOU SEND OUT AND I DO NOT WANT THE YEARLY MEMBERSHIP MAIL BECAUSE THERE IS NO REASON WHY YOU CANNOT SEND THAT BY EMAIL I DO NOT EXPECT TO BE AT THIS ADDRESS WHEN MY RENEWAL IS DUE, AND I DO NOT WANT MAIL WITH PERSONAL INFORMATION COMING TO THIS ADDRESS
I want to know what insurance company was given my personal and private information to send me this solicitation I want them to be advised to delete my information in its entirety from their database
I also want AAA to pay attention when I request NO MORE MAIL and DO NOT GIVE OUT MY NAME, ADDRESS, EMAIL, OR PHONE NUMBER!!!
If AAA cannot send a notification for a renewal by email and accept an electronic payment, please advise so I can refrain from any future interaction with AAA
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I was booking online for June 4th not June 3rd. Somehow on one of our ends there is a Typo when I was submitting the reservation. If I would have caught this I would of changed it ASAP, instead of showing up at the hotel on June 4th to check in. If the Typo was on my end, of a honest mistake, it means you get to keep my money without providing the service (A Room for the night)? I am requesting that AAA and or Hampton who has my money without providing the service for the intended June 4th Date, either refund it or provide a gift certificate. It seems like an honest mistake is allowing you to keep my money, instead of providing quality customer service. I would never not show on a reservation.Sincerely,*** ***

We have listened to the calls AAA had with Mr*** for emergency road service on July 26, AAA unsuccessfully attempted to locate a towing provider for Mr*** and called him back minutes later with the option to find service for himself and AAA would reimburse him for the expenses
Often this results in faster service when AAA’s towing contractors are all assisting other motoristsWe apologize for not providing prompt service to Mr***AAA received Mr***’s reimbursement request on August and a check for his out-of-pocket towing expenses was mailed on August If Mr*** would like the AAA membership to be cancelled, the primary member on the account will need to contact AAA

AAA periodically contacts its members via email to ask their valued opinion about membership related thingsThis helps us ensure that we’re providing the best possible productMr*** received an email from AAA on 2/asking his opinion about member pricing. He unsubscribed from that
list at that time, and he has subsequently been added as a banned email address within our email systemTo the best of our knowledge, that is the only email sent in by AAA Washington to Mr***’s email address listed on the complaint, *** If he is continuing to receive emails, he is encouraged to contact our Marketing Manager, Dennis C***, at ***AAA Washington complies with privacy and CAN-SPAM regulations, as well as industry best practices

Complaint: ***I am rejecting this response
because:
AAA only offered refund for the hotel expense we paid, and $refund for the shuttle/rental car expenses due to their mistakes, and $voucher for future trips with *** ***And they said that this was the final offer
Attached please find the detail financial impact to usIt is worth $plus $taxi expensesThey did not provide the accommodations that we paid for, so they need to refund for those instead of the actual expenses we incurredAnd because they hide the itemized costs behind the total package, there is no way for us to know how much we paid for the hotel and everything else.
Beside of the financial impact, they didn't consider compensating us for the time we spent on finding our own shuttle, finding our own rental car, finding our own hotel, calling AAA, calling *** ***, calling hotels, and the emotional distress associated with all the disappointmentsThe sluggish response we got after our trip, the low ball offer are just adding more salt to the injury
I requested refund of the cost of the trip that we paid to AAA at $I believe this is a very reasonable requestThe $voucher is worthless because nobody in the right mind will use AAA/*** *** again for future trips
Sincerely,*** ***

AAA members are entitled to a full or partial refund if you cancel your membership part way through the year, IF you don’t use any AAA servicesHere is the excerpt from our Terms & Conditions, which can be found at: https://wa.aaa.com/automotive/emergency-road-service/ers-terms-and-conditions
Membership Dues Refund Policy If a membership is cancelled in the middle of a membership year, the primary member is eligible for a prorated refund for the whole months remainingThe cost of ERS services received within the membership year will be deducted from the prorated refundRefunds of $or less will not be processedRefunds may be withheld if there is an outstanding balance on the membership accountThe one-time enrollment fee is not refundableWe apologize if this wasn’t clear when Ms*** spoke to a AAA representativeIf a member wants to cancel their membership part way through their membership year, the amount of a refund depends on how much of the membership year is remainingWith three months left in her membership year, she would have been returned 25% of her duesHowever, Ms*** used AAA services that totaled $Because the cost of delivering Ms*** emergency road service was more than her membership cost ($92), a refund wasn’t given

AAA Washington service providers responded to three calls from Ms*** for battery related service between June and July 18, All three calls were jump starts with battery tests, but no battery purchase(A new battery may have been purchased somewhere during this period, but not from
AAA.) During the most recent call, the battery could not be jumped started, so the service provider towed Ms***’ vehicle to a repair facility that she had chosenWhen we first were contacted with this complaint, our damage review board studied photos of the vehicle and other information and determined that the damage to the vehicle is not consistent with towing a vehicle. After further review, it is still our determination that this damage was not caused by the tow truck operations

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** In reply to AAA's response and I can only say that it is disgusting and demeaning that they say I am lying about buying the battery from them As I stated previously I called AAA on the 20th of June 20th because my car wouldn't start After arriving they determined that I needed a new battery which I purchased from them and they installed it I do have a copy of the receipt and will fax it on to you along with the receipt from the automotive Co The second time I called was NOT because my car wouldn't start but because my CD wouldn't workThey arrived and said that when they put in a new battery some things had to be reset They did reset it and it worked fine Third time I called my car would not start The arrived and said I needed a new starter and called Apex Towing to tow my car to the Automotive garage--hence the damage happened while it was in the towing Copossession I know I am years old but I am of sound mind and body--not prone to lying and my memory is definetly in tact ! It is deplorable that a Cosuch as would treat a long time customer with accusations and disrespect I hold AAA responsible as they hired the Tow Coand feel that either AAA or the Tow CoShould be responsible for the $2, damage to my car This is just plain wrong !!

Ms*** called AAA on December requesting to cancel her membershipThis call was recorded and reviewed for the purposes of this responseDuring the call, AAA’s Customer Service Representative processed her request to cancel her membership without commenting about whether or not Ms***
authorized auto renewal or that the CSR had received any other calls on this issueMs*** signed up for AAA membership online on November 9, 2014, where she took advantage of a $discount for signing up for auto renewal and provided AAA a credit or debit card number to charge annually. AAA’s auto renewal system requires members to opt in and never does so without a member’s permissionIt is unfortunate that Ms*** does not recall opting into auto renewalAAA does not accept her request to pay for overdraft feesWe will however refund Ms*** the full cost of her membership dues ($124) instead of the prorated amount. This membership has been cancelled and the refund should have already processed to her account on December 11th

We apologize that Ms*** is unsatisfied with AAA’s communication methodsWe have cancelled her membership and a refund of $has been applied to the credit card she used to purchase the membership

Complaint: [redacted]I am rejecting this response because:
AAA is correct that they have provided a check to me and I have cashed the check. [redacted] has also refunded the hotel expenses that we incurred on our trip. However, the total refund I have received so far are still inadequate for the damage that they have caused.And I have made it clear many times to AAA.
1. Their agent told us that we should rent a car from the hotel instead of from the airport. What we found was that renting cars from hotel costed 3 times of airport rental. If we have received the correct information, we would have saved the shuttle cost, and paid 1/3 of the car rental cost.So I believe it is very reasonable to expect AAA to reimburse us the car rental cost and the taxi cost that took us to the rental place.
2. Their math didn't account for the precious time we lost looking for shuttle, finding rental car, finding hotel room, and the stress associated with the disappointment and desperation. It is shameful for AAA to claim the resolution 'generous'. No money is enough to reimburse for a ruined family vacation.
3. When we booked our trip, AAA refused to share the itemized cost. They insisted that it was a single vacation package. If we had seen the itemized cost that they recently provided, we would have walked away booking the trip ourselves. I travel on business often and I have a good idea of how much things should cost. The shuttle cost alone could have paid for the car rentals for the entire trip. Since they insisted on selling us a package, when the package falls way short, I have every right to ask for 100% refund of the package. It is like buying a TV that has a failed connector, the store can't reimburse me for the cost of the connector, they need to refund for the whole TV.
 
 
 
 
Sincerely,[redacted]

AAA Washington has been in contact with the Hampton Inn to discuss the situation. They confirmed the reservation was made for June 3 and that they have also discussed the situation with Ms. [redacted].  This rate was a prepaid rate which secures the best possible rate, but also comes with a no-refund policy.  All records show the reservation was made for June 3, so no refund will be processed at this time. Ms. [redacted] should contact the Hampton Inn, the receiver of the payment, with any additional inquiries.

We have been working on a resolution with Mr. [redacted] since he made us aware of the situation on July 21. We apologize for the delay, we are working with [redacted], the travel package provider, to get the best possible resolution for Mr. [redacted].

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what it is, and will be careful who I do future transactions with.Sincerely, [redacted]

Ms. [redacted] is already on our opt-out list to not receive any mailings from AAA Washington except the member magazine, Journey, and her yearly dues statement. It takes 30-60 days from when she submitted her request to take full effect, as some mailings may have already been in progress. AAA does...

not sell our members’ information to any company. However, many people confuse other company’s mailings with AAA Washington, such as AAA Automotive Repair, AAA Plumbing or AARP. We have left a voicemail message for Ms. [redacted] to contact us and let us know specifically what solicitations she is receiving so we can more specifically address her concerns.

Complaint[redacted]
I am rejecting this response because: It does not address the timely return of my money! I lost a job over this deceptive behavior and they can't even compensate me for my trouble and lost job? They have my money and need to return it immediately.

Upon review of Ms. [redacted]’s email confirmation and the hotel report, Ms. [redacted] booked the Hampton by Hilton in Ellensburg for checking in on June 3 and checking out June 4.  The reservation was made at 11:10pm on May 30.
 
During the review process of booking a hotel, and before it...

is confirmed, the check in and check out dates are clearly displayed. The pre-paid rate policy clearly states, prior to confirming the hotel booking, the cancellation policy and that the dates cannot be changed.

Complaint: [redacted]
I am rejecting this response because: When I signed up for AAA's service I opted out of marketing messages in the first place.  Since then I keep receiving marketing messages which I have unsubscribed from.

AAA is in receipt of your concern regarding the emergency road service request you placed on September 2 and have reviewed the call recordings in regards to your request for a refund.   We were able to confirm that it took us two hours to arrive to assist with your flat tire and that our...

customer service staff could have processed your request for a refund better. We apologize and understand that the overall experience did not meet your or our expectations.  As a gesture, we will cover the cost of the roadside assistance we performed and refund your membership dues in full.  The refund is in process and will be credited to the credit card used to open the membership.  It should show up on your account within 2-3 weeks.

On 8-3-2015 we received your notice of a customer complaint from Mr. [redacted].  We have researched the complaint thoroughly and provide the following information as a response.  At his request, we agreed to find insurance coverage for Mr. [redacted] at a price he considered to be more...

reasonable than what he was currently paying.  During this process, his policy briefly lapsed for non-payment.  In the process of securing new coverage, from [redacted] (which was our lowest cost provider), they increased the premium that was initially quoted to Mr. [redacted] due to their complete evaluation of risk during the underwriting process.  Both AAA and Mr. [redacted] were unaware of this increase, until the new policy was re-rated. We have explained this situation to Mr. [redacted] and informed him that [redacted] cannot change its decision due to the nature of their current rate plan as filed with the State of Washington Department of Insurance. We also notified and explained to Mr. [redacted], that even with the increased premium, the premium from [redacted] would be the lowest premium that we can find among our list of companies that we can provide to him.  If Mr. [redacted]’s primary concern is finding a lower cost of insurance than we can provide, he may find this outside our agency with another company and agent.