BCD Travel

Revdex.com:First of all we do live in [redacted] where earthquakes are a concern but my wifes flights were out of [redacted] and back into [redacted] (we live there in the summer) So why would we be concerned about earthquakes....ridiculous!...so this just shows that AAA-[redacted] doesn't have a clue about this request for a refund....2nd. ...they make the claim my wife was traveling as a single...she was on the same reservation as our daughter and son in law...how else could we have used the "any cancellation option" if she was on a separate reservation?....3rd....AAA-[redacted] may have e-mailed us the amount she was getting charged for the trip insurance policy but we never received it or did we say we did.....The bottom line is that AAA-[redacted] just got caught overcharging my wife and now they just won't be honest about it
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

AAA has contacted the member and a resolution was reached.  AAA is covering her membership for the upcoming year.  The member was satisfied with this resolution.

[redacted] check has been processed.  He should receive in the mail within 7-10 business days. Thank you

Revdex.com:
Customer stated the check did come today.  AAA said that because of the trouble they will give me one year membership.  We can close complaint ID [redacted] now.  I find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:The response by AAA-[redacted] is so ridiculous that it hardly warrants a response.....To say my wife wanted earthquake insurance on a trip to [redacted] is so far out there it doesn't even make sense...At NO time did my wife agree to a $906 trip insurance policy.....If AAA-[redacted] can produce an e-mail, signed agreement, or anything else I like them to produce it....Yes, the trip policy was used because our son in law had to have emergency back surgery...But that has no bearing on the price we were charged....To charge my wife double because she was traveling as a single doesn't hold water either....We could have bought a "any reason" policy from [redacted] for $421, and we would have done that had we had the chance....There is no way my wife would have ever accepted a $906 travel insurance policy....If AAA-[redacted] says she agreed to this policy then lets see the documentation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

On 1/11/18, Revdex.com spoke with [redacted], complaint handler for AAA, and offered to cover the customer's 2019 membership.

AAA has left several messages for customer to contact us to resolve this issue to everyone's satisfaction with no return call.  Customer can contact AAA at anytime to discuss further. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
My view on this matter is still the fact AAA agent made a mistake that went unnoticed. The reason I declined the credit from the airlines, is due to the fact it was not their fault. Yes I'm mad. Anyone would be.

To whom it may concern, Please find the response for claim [redacted] from our corporate risk manager, [redacted]. We reached out to Mr. [redacted] and made arrangements to take pictures of the damage being claimed.  Our driver denied causing any damage. He said Mr. [redacted]'s son told him...

it happened when he spun out in the rain and hit a wall on [redacted]. We can't definitively say that we didn’t do any of the damage. We have proposed a resolution which Mr. [redacted] agreed. We are going to have [redacted] look at the bumper and see if we can get it back together for him. He understands that there is previous damage and that we are not replacing the bumper but will put forth an effort to repair it. Our fleet supervisor (in great detail) explained what he had found and that he could not say that the damage was caused by our driver but also that  he could not say that our driver could not have made it worse. Please let us know if there is any further action required. Thank you, [redacted]Asst Manager, Member RelationsAAA Club Alliance Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  After all the mumbo jumbo B.S. AAA-[redacted] still has not explained why my wife paid over twice as much as the younger adults....Like I said in previous e-mails had my wife had a chance she could have purchased an "cancel for any reason" plan from [redacted] for $421....Lesson learned....NEVER give a credit card to anyone who can personally benefit financially from using it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

I spoke to Ms. [redacted] and explained that this was not in our territory and that I had contacted the Revdex.com and left a message for Ms [redacted] explaining this.  This is from [redacted].  They can be reached at [redacted]  [redacted] or by calling [redacted].  Thank you

AAA has refunded members dues and covered the cost of the membership for this membership year.  A letter was also sent to member on 6/20/16 confirming coverage of dues and apology for any miscommunication.

Thank you for allowing us to respond to the alleged damage case brought forth by Ms. [redacted].  Our member relations staff investigated this alleged damage working extensively with the independent AAA contractor [redacted] along with our AAA Territory Manager who is responsible for...

this particular contractor.  The investigation revealed that the damage was caused by the vehicle's tire which disintegrated while the car was traveling when the "flat" occurred.  The call to AAA for this road service event was for a tow for this vehicle with the flat, the tow destination being [redacted].   
Upon arriving at the scene our contractor winched the vehicle slowly onto a rollback car carrier.  The vehicle was hooked up with v-straps located on the frame at the front of the car.  The vehicle was transported on the rollback to the drop off destination ([redacted]) and unloaded exactly the opposite the loading procedure.  Neither the loading or unloading of the vehicle would have had [redacted] rollback, v-straps or any other part of his rollback come into contact with [redacted] vehicle other than the hookup points.  The bumper and rear quarter panel were not damaged by the contractor loading, transporting and unloading the vehicle. 
The attached pictures show what is left of the tire that came apart while driving along the highway and the bumper which shows rubber residue and scratches from the tire material that rolled around the flat tire and flew off the tire as it disintegrated. 
Our member relations department has spoken with Ms. [redacted] sharing the results of our investigation and denied the claim.  Understanding that Ms. [redacted] was not pleased the decision she or someone on her behalf has communicated in a highly unprofessional manner with our member relations staff regarding our decision and the handling of the claim.  These conversations are recorded and are on file but not attached as the language and verbiage is not suitable to include on this response.
AAA nor our independent contractor is responsible for the damage and therefore we are denying the damage.
Gary P[redacted]
Director Automotive Services
AAA Allied Group, Inc

After reviewing the complaint, Membership has issued new cards with the correct expiration date to reflect the request of the member.  I have spoken with member apologizing for the manner in which she was handled and for AAA not doing what should have been done initially, honoring the...

12 month expiration date.  Our employee will be coached in customer service and that she should have provided the 12 months membership so this type of interaction does not happen in the future.
My direct telephone number was provided to the member with a request that she calls me if she hasn't received the new cards by the end of next week.
Thanks,
[redacted]
Director Automotive Services, AAA Allied Group

[redacted], Director of Member Relations is reaching out to the District Office Regional Manager to see what can be done on this case.  8/30/16 @ 9:36am

The earthquake insurance was a concern because of where she lives, not for [redacted].  As for the written proof, she was emailed a copy of the invoice clearly showing what the insurance was and the cost on September 14, 2015 and that was also followed up with a mailed copy along with the invoice for her trip.  Both Mr. and Mrs. [redacted] admitted to having those copies and if there were any concerns at that time had this been brought to our attention immediately, we could have cancelled.  This also was posted to their [redacted] credit card, as a separate charge in the amount of $906.09 from AAA in September 2015, but again we had no questions or concerns from Mr. or Mrs. [redacted].
To reiterate, even after 6 months from purchase we were able to work with [redacted] insurance to offer Mr. [redacted] the opportunity to reduce his policy from Any Reason to Standard insurance with a refund of $418.20, to which he declined.  Unfortunately we are now unable to offer that option because of the cancellation and usage of the policy.
Thank you,
Debbie D[redacted]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

AAA member was contacted on 3/15/2017.  Options for a battery service were offered and member has chosen to have AAA come and make the vehicle operable so that he may go purchase a new battery.  Member will send in bad test for battery replacement so that he may be reimbursed up to...

$125.00.  Member was agreeable with this and issue is now resolved.

I reached out to Mr. [redacted] this morning and obtained the details of the complaint. 
An AAA contractor was dispatched to tow his vehicle to [redacted] and instructed to drop the keys off in the overnight drop box.  [redacted] towed the vehicle to the...

tow destination and dropped it off under the [redacted] sign at the corner of [redacted] and [redacted] in the front parking lot not in the rear where the facility is located.  TheCTS sign above the vehicle had an arrow that pointed to the rear of the business development.  [redacted] sits behind the front businesses.
The vehicle has been at that location since it was dropped by the AAA contractor.  Neither the contractor or the business made much of an effort to locate the Mr. [redacted]s vehicle.  Can't speak for the business, but the AAA contractor's response in handling this is unacceptable and is being dealt with.  The contractor towing manager finally went to the location today and immediately found the vehicle.
Our member relations manager spoke with Mr. [redacted] today apologizing and letting him know the vehicle had been located.  Member relations has added 2 service events to his usage count for this membership year and provided 3 months of extended AAA membership in recognition for the inconvenience Mr. [redacted] experienced due to the contractor not dropping the vehicle in the right location and the delay in getting the matter resolved.  
AAA apologizes for the inconvenience and the timeliness in getting this matter resolved.  Under no circumstances should this matter have taken 5 days to bring resolution.  Our contractor was less than helpful in following up; AAA's management should have been much more proactive in how they dealt with this case. 
I have spoken with our management team about their performance in handling this and have been assured that a more proactive response will be taken if something like this presents itself in the future.  The Director of the contractor facility is handling the follow up with the contractor. 
This type of problem should never have taken this long to get resolved.  Mr. [redacted] should have never had to reach out to the Revdex.com due to the inactions of the parties who were investigating the matter.
Our sincere apologies,
Gary P[redacted], Director Fleet Operations, AAA Allied Group, Inc.