ERS FAQs

Q: What do I do if I disagree with the final determination of the AAA Damage Investigator?

A:Refer to the following excerpt for the service provider contract: "the Contractor may appeal the determination to the Club's management of Emergency Road Service operations by sending to the Club a written request for review within ten (10) days after receipt of the representative's initial determination. If an appeal is made, the management of Emergency Road Service operations shall review the matter and all appropriate records and affirm, reverse, or modify the initial determination. If damages are awarded and the amount thereof is acceptable to the member, the Contractor shall pay that amount to the member within ten (10) days after notification of the representative's determination or, if applicable, within ten (10) days after notification of the management's determination of the appeal."

Q: What do I do if I receive my facility payment log and I find something that needs to be corrected?

A: Use the payment adjustment sheet. Enter the call information and information about what needs to corrected and why. Then submit the sheet to account for adjustment during the next billing cycle. If you do not have the adjustment sheet, contact your local field representative.

Q: I have a new driver that needs to be shown how to use the tablets. Can you send me some test calls?

A: Contact your local field representative. They will have a tablet specifically set up for test calls and they can come to you and instruct your driver. They are also available for current employees that may be having some trouble and just need a refresher. Test calls cannot be sent to your regular tablets because it is in the live dispatching environment. It could cause issues with dispatching and payments.