Business ProfileforA A A Shelby County

I recently submitted a tow bill for reimbursement. The bill was for $287.43 and the reimbursement payment was for $63.17. I called and spoke with Deb and she explained the issue as follows: 1) I was within 30 days of my Plus membership beginning, therefore I was only entitled to the Basic membership privileges. I asked where that was published, and her comment was that "it would have been explained to you when you signed up." I signed up over the phone, and there was no mention of the reduced priveleges. I asked her to show me where that was documented, and there is no mention of that policy in any written information that is available to the members. Her comment was that this exception is covered under the general comment "other exclusions may apply." 2) The explanation for the reduced amount of reimbursement was that they only reimburse for the amount that they would have paid to one of their contracted providers. I asked to see a chart showing the rates and asked where I could find this in the documentation provided to members. The rates and reductions are not published, so the member has no way of knowing how much the original tow bill will be reduced by, nor is it published that they will not cover the full amount of the bill. I was advised when I contacted their office to get a reimbursement form that "the reimbursement may not be for the full amount." There was no mention of how much less it would be. I would have been Ok with a $10-$20 difference, but $210 less is unacceptable. In my opinion, if it isn't written down it doesn't exist. I was given no explanation of how the reduction was calculated, nor was I provided with documentation stating my reduced membership privileges. The only correspondence I received from AAA was a check for $63.17, with no comments, explanations, or description.