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trystinnSince I was already in a bad mood, I figured it was time to look at our bills. Here's a copy of the email I sent to Consumerist today:
I have a AAA Plus family membership that covers myself and my husband. We're a military family, my husband often deploys making his "associate membership" somewhat moot since he's out of the country on an aircraft carrier much of the time. While he's deployed, AAA has always allowed us to suspend his membership until he returns - just like many other companies, such as our insurance company. And they've done so gladly, which we've always appreciated. We've also bought multiple memberships for friends of ours for several years now as a holiday presents (which is generally $100 each), which they then upgrade at their own cost. I would consider us pretty loyal to the AAA, though I'm now wondering how loyal they are to us.
Today the auto-renewal notice arrived in our mailbox and curious I checked the website pricing versus the renewal notice. Apparently, being a "Loyal Member" since 2006 means we get to pay $15.50 more to include another member of the household, which is twice that charged of a new member. Which didn't seem right to me, doesn't loyalty count at all? So I called and was told it was a "Promotional Price" to encourage new members - which isn't mentioned on the website. We are paying the same Plus price as any new members, so I'm confused as to why the Associate Member price is the only one promoted with a discount. Especially since there's no language specifying "One Time Only", "Promotional", "New Member Price" or "Introductory Offer" listed at all on the entire page or even the Home Page.
Here's the language: "AAA Associate membership extends AAA services to the primary member's spouse or other household member (limited to one) residing at the same address and any unmarried children, 25 and younger, living at home or away at school. Remember, since we cover the member, not the vehicle, Associate memberships can keep your children, no matter how young, from being stranded if they are traveling with a relative, friend or babysitter who might not have AAA coverage. Add the first associate member for half-price - Save $15.50! Each additional Associate costs just $31 per year in addition to your Primary membership dues. All associate members will receive the same level of coverage as the Primary member, whether the Primary membership is Basic, Plus or PlusRV". (I've saved a copy of the page, if needed)
After repeated attempts to find out why we're being charged twice the website price, she finally said "I don't know how to explain this to you" and offered to transfer me to the Marketing Department. Unfortunately, she connected me to a Dennis Chandler who is out on vacation (according to his voicemail) until July 17th. I called back and after exhaustive conversation with another Associate who finally admitted he couldn't do anything since he couldn't give us an adjustment. He sent us to a supervisor, who after another exhaustive round of "look at the website", finally gave us the "one time only" adjustment and reiterated that I should call Mr. Chandler back when he returns from vacation.
Now, I'm wondering what we'll do for holiday gifts next year and still asking "So what gives AAA? Aren't loyal customers worth $15.50 to you?"
I have a AAA Plus family membership that covers myself and my husband. We're a military family, my husband often deploys making his "associate membership" somewhat moot since he's out of the country on an aircraft carrier much of the time. While he's deployed, AAA has always allowed us to suspend his membership until he returns - just like many other companies, such as our insurance company. And they've done so gladly, which we've always appreciated. We've also bought multiple memberships for friends of ours for several years now as a holiday presents (which is generally $100 each), which they then upgrade at their own cost. I would consider us pretty loyal to the AAA, though I'm now wondering how loyal they are to us.
Today the auto-renewal notice arrived in our mailbox and curious I checked the website pricing versus the renewal notice. Apparently, being a "Loyal Member" since 2006 means we get to pay $15.50 more to include another member of the household, which is twice that charged of a new member. Which didn't seem right to me, doesn't loyalty count at all? So I called and was told it was a "Promotional Price" to encourage new members - which isn't mentioned on the website. We are paying the same Plus price as any new members, so I'm confused as to why the Associate Member price is the only one promoted with a discount. Especially since there's no language specifying "One Time Only", "Promotional", "New Member Price" or "Introductory Offer" listed at all on the entire page or even the Home Page.
Here's the language: "AAA Associate membership extends AAA services to the primary member's spouse or other household member (limited to one) residing at the same address and any unmarried children, 25 and younger, living at home or away at school. Remember, since we cover the member, not the vehicle, Associate memberships can keep your children, no matter how young, from being stranded if they are traveling with a relative, friend or babysitter who might not have AAA coverage. Add the first associate member for half-price - Save $15.50! Each additional Associate costs just $31 per year in addition to your Primary membership dues. All associate members will receive the same level of coverage as the Primary member, whether the Primary membership is Basic, Plus or PlusRV". (I've saved a copy of the page, if needed)
After repeated attempts to find out why we're being charged twice the website price, she finally said "I don't know how to explain this to you" and offered to transfer me to the Marketing Department. Unfortunately, she connected me to a Dennis Chandler who is out on vacation (according to his voicemail) until July 17th. I called back and after exhaustive conversation with another Associate who finally admitted he couldn't do anything since he couldn't give us an adjustment. He sent us to a supervisor, who after another exhaustive round of "look at the website", finally gave us the "one time only" adjustment and reiterated that I should call Mr. Chandler back when he returns from vacation.
Now, I'm wondering what we'll do for holiday gifts next year and still asking "So what gives AAA? Aren't loyal customers worth $15.50 to you?"
