A A A Michigan

Review: Auto insurance premium was raised to $641.40. Premium is no longer affordable. Financial institution was notified to stop the direct deposit payment, altogether (effective 10/25/14. AAA used a different amount, $641.37 and the payment amount was processed leaving my account in the negative for $471.58 and $169.79 was given to AAA from the account (on 10/27/14). On 10/31/14, my daughter, my authorized representative on the policy to discuss all matters with AAA, explained the situation. She was instructed by [redacted] to have letter signed by me, faxed to the AAA at [redacted]. This fax # did not work. On, 11/11/14, [redacted] was given to the receptionist at the Redford office and she was unable to fax the letter. I will send a copy of the print out from the Redford AAA office, verifying this relevant fact about AAA's non-working fax numbers. The receptionist cancelled out the policy effective 10/31/14, due to the date on the letter that I could not fax to the fax# given previously. However, a supervisor stated that [redacted] was wrong when she stated that a letter could be faxed to AAA cancelling the policy ([redacted]). Against my wishes the credit union paid $641/37 to AAA and is now charging me the difference. Thus, I contend that I do not owe any money to AAA. The exorbitant $641.40 premium forced me to discontinue my business association with AAA. My payments were always made on time. I am offened to be treated in such a disrespectful and reprehensible manner.Desired Settlement: I need the refund for $641.37 or $641.40, immediately. Your prompt attention to this matter is greatly. It is unconscionable to treat a valued customer, in such a despicable manner.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. His policy renewed on September 24, 2014 for a six-month term. The renewal policy documents were issued to him on August 21, 2014. On September 11, 2014 a billing statement was issued explaining the upcoming monthly deduction schedule. The monthly deductions were scheduled to be $641.40 and the first deduction was to occur on September 25, 2014. This payment was successfully received through his credit union. The next scheduled deduction was for $641.37 and was scheduled for October 27, 2014. This payment too was successfully received through his credit union.

Review: I have been a customer with AAA Michigan since 2005. My daughter's vehicle (2013 Chevy Cruze) was hit while parked on a residential street where she had spent the night. She learned her car had been hit when she got up in the morning to leave for home. She initially thought she would get the repairs done herself to avoid a claim on the insurance. However, due to the cost of repairs, she eventually filed a claim with our insurance co, AAA Michigan. The car was taken to the dealer's body shop. During the course of the repairs, AAA instructed the dealership to stop working on the car as they needed to investigate. AAA eventually declined to pay for the repairs to the vehicle without giving any explanation other than the damages did not agree with what was reported. How would you know what hit your vehicle when you did not see it happen? I tried efforts of writing a letter as well as having my attorney write to AAA. AAA still declined to pay and did not respond to my lawyer. My lawyer did not want to take the case as his legal fees would far out way the damages cost. I paid $1380.00 out of pocket to get the vehicle fix because AAA would not pay. I have been a loyal customer and never once missed a payment with this company. The reason I have insurance is to for them to cover damages made to a vehicle. We are not sure what hit the car, but the fact that the car was damaged and AAA refused to cover the expense of fixing it is not acceptable and a breach of contract.Desired Settlement: I expect for AAA to provide me with an apology and reimburse me $1380.00, the cost of repairing the vehicle. When you multiply what I pay per month for the past 8 years, it in nominal to the amount they should pay out for the cost of the damages. I expect for them to be accountable for what I am paying them for.

Business

Response:

[redacted] has submitted an inquiry to your office regarding the denial of her auto claim with ACG.

This loss was reported to our claim office by Sabr[redacted] on 01/10/13 as occurring on 01/05/13, a full investigation ensued and [redacted] and her friend were interviewed via telephone. Upon completion of that investigation, it was determined by our Claim Special Investigation Unit that the loss would be denied. The Principal Named Insured on the policy [redacted] was advised verbally as well as in writing that the claim had been denied citing:

“Your Report of Loss statements you have made relative to this loss are not supported by the facts revealed in our investigation; therefore your claim is denied”.

On 03/05/13 this writer responded in writing to [redacted] letter received in our office and it was explained that we could not any additional information regarding the denial other than what she had received from the company. I also advised that she should see outside counsel if she wishes to further her appeal.

Days later I received a call from the insured Attorney, who wanted us to give him all of the details surrounding our investigative findings, when I refused he advised that he would see us all in court. This indicated to me that he was filing suit so that all of the facts could be brought out in a court of law.

The company’s decision to deny this loss remains unchanged.

[redacted], Consultant

Insurance Regulatory

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9549896, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

My sole reason for seeking a resolution is I do not know the reason for the denial. If AAA were to provide me with an explanation for the reason for denial, then maybe I would be satisfied with their deceision. At this point AAA has not provided me with a satisfactory explanation for denial. I would like to know exactly what was in the investigation which lead to the denial of the claim. Perhaps it can be legitamized. Howerver the case may be, I pay for insurance to cover damages to my vehicles. I am a loyal customer who has been demised for a nominal $1,380.00. Where is the principal and loyalty of AAA for their customers. Under the FOIA, I have a right to know the circumstances of the case. I am requesting a complete copy of the investigation so I can obtain a clear understanding of the denial.

Regards,

Business

Response:

We have reviewed [redacted] rebuttal and there appears to be some confusion regarding the Freedom Of Information ACT.

The Freedom of Information Act (FOIA) is a law that gives you the right to access information from the federal government. It is often described as the law that keeps citizens in the know about their government. This act does not apply to the insurance industry and the situation at hand. As mentioned previously, the insured's attorney said he would see us all in court, which indicated to me that he was filing suit against AAA so that all the facts surrounding our investigation would be brought out in court. That is the only option that is available to the insured.

[redacted], Consultant

Insurance Regulatory

Review: First off, I would like to thank you for reviewing my dispute with AAA Insurance. Secondly, I should be clear what our issue with AAA is. We have full homeowners insurance coverage on our property and other additional structures. We had noticed the shifting of the garage several months ago and through investigation with several contractors and the City, it was confirmed on April 23, 2013 that our sewer was/is collapsed. I had called AAA because the ONLY way to access the sanitary sewer to make the repair requires that we have to have the garage demolished so that the contractors can access the sewer to make the required repair. Our sewer was videoed on to confirm these findings; obviously we wanted to avoid that if at all possible. As I explained to the contractor that AAA sent out and to my adjuster on April 29th, I have video evidence of the collapse in its entirety and available for viewing. The Plumbing Contractors from [redacted] have over 30 years of experience and the agreement of the necessary actions that need to be taken for the safety of my home and my family. As I explained to the adjuster on several occasions between April 24, 2013 and April 29, 2013, my contractor welcomed the opportunity to explain the situation to AAA. They had no interest whatsoever. As I unsuccessfully tried to explain to AAA, we have no other option to avoid back up of sanitary sewer waste from coming inside our home, compromising our premises and risking damage to the Citys main sanitary sewer. This repair is not by choice, this is a necessity. The choice to tear down the garage is not by choice, but a necessity. Noted in AAA denial letters are the exclusions to coverage.Desired Settlement: Noted in AAA denial letters are the exclusions to coverage, I am not asking for repair of the garage due to settling or water damage, I never have. I have always said that we have received confirmation that the sewer was broken in two locations, to repair our sewer, the plumbing contractor will need to have the garage demolished to access the location. We are requesting our policy be honored and coverage to pay for demolition of the garage and rebuild of the structure.

Business

Response:

Good Day. Thank you for the opportunity to review and respond to Mrs. [redacted] complaint. Our review if trhe claim file reveals that a cause and origin inspection was completed fr us by [redacted] which is a plumbing/heating/building company. The inspection confirmed that tje sewer line under the slab of the detached garage shifted causing water leakage 10 feet underground and causing the slab to shift. The does need to be replaced under the garage. However there is no water damage to the detached garage or the home. This means there is no coverage in the policy due to the exclusions explained by our claim adjuster. The policy is being interpreted correctly by our claims adjuster and we concur with this determination and regret we cannot provide a more favorable response. Thank you again for the opportunity to review Mrs. [redacted] concern.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

I had attempted to contact AAA with the findings of the City [redacted] of the time of my complaint, along with the licensed plumber. Both of whom took video of the sewer that [redacted] was unable to accurately record due to the equipment they brought to site. Both parties indicated that my garage had to be demolished to repair the sewer. My complaint has not nor has it ever been to cover the garage solely because it caused (although the settling at the back is because of the collapsed sewer) due to ground shifting or sewage back up. My sewer NEEDS to be replaced and my homeowner's insurance coverage covers outside structures. To safely and properly repair the sewer the garage needs to be torn down (otherwise) they cannot access the issue at hand. I was verbally told by [redacted] to leave the collapsed sewer because most likely it won't cause problems in the future. Not sure how that would play out once it backs up into the house or compromised the City sewer. The garage should be covered because it needs to be demolished to access and then it would need to be re-built. I do not know how a company can take the findings of the contractor that they provided when I called our adjuster as soon as they left to correct the verbal report he gave over the phone. I have contacted a public adjuster who reviewed the case and agrees that my claim is justified and that we are on the right end of this, but because I gave him the information after the claim had already been denied, his hands were tied. I don't understand how so many different individuals can review my issue and state that we are in the right but there isn't much they can do because it is AAA. This is devastating that I cannot get anywhere with a company that I have been a loyal client to. Thank you in advance for your time.

Regards,

Business

Response:

We certainly appreciate Mrs. [redacted] dilemma. Unfortunately there is simply to policy coverage that can be extended. In other words, the policy contract does not provide coverage for a situation such as this.

According to our claim manager: The cause and origin expert indicated that an underground drain shifted and allowed water to pool ten feet under the ground. As a result, the garage floor is shifting. In his report of loss, the customer indicated that no backup had occurred. The cause and origin expert indicated no water damage to the house or garage. Without a water event, there is no coverage to access the drain. Also, damage caused by earth movement, water below the surface of the ground, and the settling of pavements and floors is excluded. Lastly, under the additional coverage of collapse, loss to underground pipes and drains is not covered unless the loss is caused directly by collapse of a building.

Review: Was stuck in the middle of nowhere with spotty cell service with a flat tire and no spare. My membership card said due date 5/31/2013. Was told I didn't have coverage and they left me in the middle of nowhere. I called regarding a jump for my motorcycle and was told was not covered even though I had used my aaa for the exact same service last year. I've been a member since 1987 and I would think with that length of time there would be leeway regarding membership and to service a single woman in the middle of nowhere and then worry about the membership fees. My complaint is shoddy service and leaving me out in the middle of nowhere without help!Desired Settlement: I also think that they need to service a person when they are in the middle of nowhere. I had alot of anxiety being left without service.Also other single women need to know that they might not be covered. Last they need to have the correct expiration date on the card.

Business

Response:

We received [redacted] complaint to the Revdex.com of Detroit & Eastern Michigan. We have made several unsuccessful attempts to speak with her. This contact is necessary to obtain information that is not contained in her communication but critical to us in order to review and respond to her concerns. She did advise our Emergency Road Service representative in response to an email request for contact that she had stated what she wanted done. However, before we can proceed any further on this matter our representative must speak with her directly.

[redacted] should contact [redacted] at ###-###-#### at her earliest convenience.

SIncerely,

Consultant

The Auto Club Group

Corporate Business Control

Insurance Regulatory Complaint Resolution - IRCR

1 Auto Club Dr.

Dearborn, MI 48126

Phone: ###-###-####

Fax: ###-###-####

Review: I am a AAA MI member and have paid my membership fees in full for the 2012-2013 membership year. I contacted AAA for Emergency Roadside Assistance and was denied service. My vehicle was in a precarious situation and AAA just left it there. I called the membership dept to complain and request a refund. I was told to send a letter to CIC Member Relations 1 Auto Club Drive Dearborn, MI 48126. I mailed the letter requesting to cancel and was advised that they refused to provide a prorated refund for the remainder of the membership year. I also explained that I have Emergency road service through Progressive, my car insurance company. Still AAA refused to refund my money.Desired Settlement: I would like a refund for the remainder of the membership year.

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9401793, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

As stated, I have been a member since 2007. In 2012 and the early part of 2013 AAA denied requests for emergency road side assistance and put me through a great deal of stress and hassle despite the fact that membership fees had been paid in full. I refuse to allow AAA to continue to take advantage of me and my hard earned funds. I am not satisfied with the complaint. I have not received the services that were guaranteed by my membership agreement and; therefore, would like to terminate membership effective 1/4/2013 (the date the original complaint was submitted to AAA Member Relations and Call Quality Department). As mentioned, I have emergency road side assistance through Progressive and due to the fact that service has been denied on 2 separate occasions my money needs to be refunded. If AAA continues to refuse, I will continue reporting them to the proper authorities/entities until all funds have been recovered in full.

Regards,

Business

Response:

Our records indicate that [redacted] is an associate member on the AAA Michigan membership of [redacted]. The billing for her membership is not directly to her but billed to [redacted], the master member, for payment. In order to resolve her complaint we will upon receipt of her membership card refund prorata to [redacted] the associate membership dues for [redacted].

The membership card should be mailed to me at:

[redacted], Consultant

Insurance Regulatory Complaint Resolution

1 Auto Club Dr.

Dearborn, MI 48124

Upon receipt of the card, I will forward it to CIC Member Relations & Quality management for processing as cited above.

Sincerely,

[redacted], Consultant

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9401793, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

Although my mother, [redacted], is the primary member, I paid the membership fees from my own funds. I will happily return the membership card and would accept the proposed resolution if prorated fees (my initial request was dated 1/4/13) are refunded directly to me. If proof of payment is needed, please contact the department responsible for accepting payments over the phone. The fees were paid with my Visa card.

Please advise if monies can be refunded directly to me. I will await your response and promptly mail the card back when appropriate.

Regards,

Business

Response:

Our refunds are sent in the method payment that was received. If payment was by credit card we would send the refund via the same credit card. If it was a check payment we would refund via check.

[redacted] indicates she paid the membership bill using her credit card, or her check, rather than the master member’s. We will need verification of Ms. Johnson-Joshua’s direct payment to us rather than the master member’s payment of the bill. Upon receipt of her payment documentation and, as previously indicated, her membership card the refund will be issued.

Sincerely,

[redacted], Consultant

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9401793, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

I have been more than reasonable;however, [redacted] continues to stall and has not offered a suitable solution.

I paid for my membership using my Visa Debit card [redacted] exp date [redacted] security code [redacted] The payment was made in July of 2011. I believe it was made on July 7, 2011. I have switched banks and the checking account associated with this card has since been closed (hence,my money can not be returned via the original method of payment). I will accept AAA's offer if they will verify that payment was made using the aforementioned card and they will mail me my refund at the following address:

Regards,

Review: Me and my mother in law spoke to a Mr. [redacted] about covering the expense of a rental car. He informed us that it is good and AAA will cover it. however AAA refused to honor his word. we do not dispute the fact that we got the coverage after an accident and that if he had informed me that I was not covered I would of acted accordingly. But the fact is that he did say AAA would cover the expense and I did not have to worry about it. it is also very convenient that this is the only call that AAA did not record. I guess he is in the habit of making and breaking promises as a way to get clients in. If he had been honest and upfront to begin with and said no it is not covered then there would be no issue. We tried to contact Mr. [redacted] several times and did not received a response for a week. like he was avoiding me so he would not have to answer for his liesDesired Settlement: I would like for AAA to pay back the expense of the rental car and transfer me to a different representative. one who will be honest and upfront.

Business

Response:

Our records indicate our insured filed a claim on 1/7/15 with a date of loss reported as 1/4/15. On 1/5/15 our insured added car rental coverage to their policy through our Member Service Center.

Review: We have been AAA clients for almost 15 years: The Auto Club Group since 2000 and homeowners insurance coverage since 2005. Because of their accreditation to Revdex.com and favorable reputation, we choose AAA, despite the comparatively higher premium. Until recently, we had never made a claim for home damage. AAA policy covers roof damage due to storm or strong winds, and it was part of the reason we chose to get home insurance from AAA. There was a storm on August 25th, 2014 in our area, and the wind was strong enough to damage many shingles on one side of our roof. Unfortunately, AAA refused to cover the damages, claiming that the damage was not due to the storm, but due to poor roof maintenance. That does not make sense to us. The previous home owner installed a new roof in 2003, 2 years before we moved in. Moreover, we have maintained and repaired the shingles many times over the years to keep it in good shape. Furthermore, the fact that shingles on only one side of the roof were damaged clearly points to the storm causing the damage, as the strong winds from the storm were directed towards that side of the roof. If the damage was due to poor maintenance, there would be damage throughout the roof, not just on one side. In fact, the roof in the other areas is in sound shape because of timely care. When we tried to talk to AAA about it, they refused to listen to our side of the story and were very dismissive. In fact, AAA refused to have a discussion with us about this.Having been loyal AAA customers for over 10 years in both auto and home insurance, this is not the service that we deserve nor the service that we signed up for. AAA Information:POLICY [redacted] NO: [redacted] NAME: [redacted] ###-###-####([redacted])Desired Settlement: Full coverage of the roof damage

Business

Response:

We have reviewed the insured's inquiry sumitted to your office in which he is disputing the denal fo his homeowners claims.

After reviewing the claim and notification that was sent to the insured, we must direct him back to the letter of explanation that was originally sent to him. Please know that our decision to deny was only taken after careful review and consideration of the information obtained. We must further advise that the company's position to deny based on faulty workmanship / improper installation remains unchanged.

We empathize for any misunderstanding in the handling to the insured's claim.

[redacted], Consultant

Insurance Regulatory

Complaint Resolution

###-###-####

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

I have read the letter AAA sent us multiple times, I am not satisfied with their stance or the very minimal, if any, explanation of their stance.If it was due to poor workmanship and poor maintenance, there would be wear and tear throughout our roof. There was not. In fact, the their inspector even took photos of the parts of the roof that were not damaged by the wind and were in good condition. Yet, there is not mention of that by AAA. The facts are that the roof is well maintained and intact; We have regularly maintained it throughout the past 10 years, benefiting both us and our home insurance. The fact that the damage is only on one side of the roof, the side that was struck by the heavy winds during that storm, makes it clear that the damage was caused by the wind. AAA’s claim makes no sense whatsoever. We are very highly unsatisfied with AAA. We have been AAA customers for 15 years, and paid high premiums so they would be there for us when we needed them for the case of a storm. However, after a storm, they are not there to help us. Instead, they deny the claim based on a very faulty reason.

Regards,

Business

Response:

This is in response to Mr. [redacted]’s rejection of our response regarding the denial of claim number MI [redacted].

Review: I have called AAA auto insurance on May 13, 2013 at Phone# ###-###-#### and talked to Mr.Drew. I asked him that I need a quote for my son who just got his drivers license. He said he needs my son's license no, DOB etc. I again said I need only a quote. But he insisted that in AAA you need to enter license no#, DOB etc to get quote. I provided him the information as he forced. After entering sons information, he said new policy will reach home and I have to pay 174.20 for one month.My policy with AAA is expiring in June, 2013 and I felt 174.20 is a high amount. I told that I gave son's information not for a new policy but to get a quote. [redacted], according to AAA policy, my son cannot be withdrawn now and new policy will reach home in 3 days and I am bound to pay. I feel that my rights are violated by AAA as a customer. [redacted] or AAA tricked me into buying a policy which I did not request them. I don't want to be billed by AAA for new policy.Desired Settlement: AAA can bill me or issue me a new policy only on my consent and not because AAA has set their policy that they can force customers to pay by tricking them. They need to apologize for the improper policy and stop issue me a new insurance policy unless I ask them.

Business

Response:

[redacted] has submitted an inquiry to your office disputing our company guidelines for formulating rate quotes for auto insurance.

It should be understood that in order to give and accurate quote, there are certain underwriting questions that we adhere to in determining the correct rate quote. This line of questioning received is standard and is nothing out of the ordinary.

Our policy covers all eligible licensed drivers residing in the same household, which includes the named insured, spouse and any resident relative. Resident Relative means a person who is related to you by blood, marriage or adoption who lives and is physically present in your household at the time of the accident.

Because of our liability exposure, we must rate for all drivers in the household in the event that there is a loss. The policy does not give the insured the option to exclude drivers unless they do not qualify for insurance (in this case the son does qualify for insurance). It should be noted that once we are aware of a new driver in the house, we do not need the insured’s consent to rate the policy accordingly.

We are sorry that the insured in not in agreement with our policy guidelines.

[redacted], Consultant

Insurance Regulatory