Complaint: [redacted] I am rejecting this response because: This reasoning is flawed. The sent out the membership card in ADVANCE of payments noting there is a note, "Dues billed annually". The system is a flawed one. AAA billing is one of over 200 hundred monthly and/or yearly bills I pay. Do they honestly think I want to go through month by month POS or check payments to determine whether or not their records of "no payment" are accurate??? I request that they forego the fees this year or give me the next level of appeal. This is silly and disorganized. Sincerely, [redacted]
[redacted] I apologize for the inconvenience this situation has causeI am sorry we could not come to an agreement at this timeI hope in the future you will reconsider coming back to AAA
Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: Tom *** Facility Mgr
Contact Phone: ***
Contact Email: ***@aaasouth.com
The customer was advised that the lug nut was cross threaded and broke upon removal, also advised one other nut would nut
move due to being cross threaded and would also break upon removal and that there were different lug nuts on that wheelcustomer was given a cost to repair and declined.at that time we advised the customer to visit the previous repair shop that last serviced the vehiclehe declined to do socustomer called AAA corporate and stated that he felt there should be no cost to him, as a Goodwill gesture we offered to split the cost of repairs with him, he declined that offerhe then opened a Revdex.com caseas a continuation of our Goodwill we replaced the cross threaded lug nuts and studs at no cost to the customerwe consider this situation satisfied at this time
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This letter is in response to the complaint filed with your office by the complainant. In the letter from the complainant he indicated that our
insured struck his parked vehicle and that the claim was initiated by his insurance carrier. The complainant also mentioned that he was not involved in the loss and does not know how his name was brought in the claim
We have reviewed the claim file involving this loss and can offer the following details. On March 25, our insured reported the loss indicating she struck the complainant’s parked and occupied vehicle. The complainant would not provide our insured with their driver’s license however the complainant provided their proof of insurance which listed complainant and the named insuredOn March 30, AAA spoke with the complainant regarding the damage to his vehicle, the repairs of the vehicle and car rental coverage. On April 4, a payment in the amount of $was issued to the complainant for the damage to his vehicleOn May 10, AAA received a call from the repair shop advised that the complainant’s vehicle repairs were completed and that the complainant had been contactedOn June 10, AAA received a call from the repair facility advised that the complainant’s vehicle had been picked up however they had not been paid. AAA contacted the complainant to inform them to pay the shop, however the person who answer the phone indicated he was not the complainant and that the phone number dialed was a new numberA shop payment request letter was mailed to the complainantOn June 30, AAA received another call from the repair facility still advising of non-payment for repairs to the complainant’s vehicle. Due to a repair authorization being provided to the shop and to maintain a good business relationship, a payment of $was issued to the repair facility on July 7, and the file was referred to AAA’s recovery unit. On July 14, a letter was sent from AAA’s recovery unit to the complainant advising of the outstand debt and to forward payment within daysAAA received the recovery payment letter back as returned mail and on August 19, the file was referred to a collection agency.
Based on the above information AAA has made a conscious effort to resolve the complainant’s payment issue prior to referring the file to collections. Unfortunately with the file referred to the collection agency the complainant would need to contact the collection agency and arrange payment. In response to the complainant’s statement our staff was rude and provided poor customer service, upon completing our review we found no record of any member of AAA being unprofessional or disrespectful while interacting with the complainant
Good Day and thank you for the opportunity to respond to the claimants concerns.
Roman" size="3">
We have reviewed claimant’s concerns regarding the letter that was provided to his attorney, which advised of three prior counselsPlease be advised that on two occasions we did receive informal notice of legal representationThere was contact by telephone; there was no Letters of Representation (LOR)
On 10/22/our claim adjuster received a telephone call from Attorney *** ***, who represented himself as claimant’s attorneyMr* *** was demanding settlement of our policyholder’s claimIt was explained to him that his demand was denied as we would have to inspect claimant’s vehicle for damages and secure medical records/bills that were associated with claimant’s injuriesIt was also explained to Mr* *** that we would require a LOR
On 03/06/our claim adjuster received a telephone call from Attorney *** *** who represented himself as claimant’s attorneyHe demanded settlement for claimant’s injuriesMr*** was advised of the denial and a copy of the ambulance report was emailed to him, per his request
On 12/16/we received a LOR from Attorney *** *** He demanded payment of claimant’s injuriesWe sent Mr*** a copy of the claim denial letter and ambulance report via email
On 12/20/we received a new LOR from *** *** Firm demanding settlement of claimant’s injuriesWe faxed copy of claim denial letter and ambulance report to Attorney *** ***
On 12/21/our claim adjuster received a telephone call from the claimantHe wanted the letter that was sent over to Attorney *** *** and advised that he only obtain two law firms legally and the other attorneys were not legally representing himThe claimant did advise that he never signed any documentation with themOur adjuster transferred the call to his manager, who further discussed the matterOur claims manager explained the two telephone calls we received from attorneys and the two LOR’s that were receivedWe did not receive LOR’s from the two prior attorneys; however they did present themselves as the claimant’s legal representation
In order to clarify any misunderstandings, our claim manager did reach out to attorney *** *** via telephone, he was not able to reach him nor was he able to leave a voice message
We hope this response clarifies the interactions as it relates to this claim processWe thank you for the opportunity to review the claimants concerns
We must advise the member that our homeowners policies are bound by our agents prior to the home being inspectedThe prospective client is asked a series of questions regarding the condition of their home to determine eligibility and the agent assumes that their answers are accurate and
truthful. One of the questions asked is; are the structures and surrounding premises well maintained? (e.g., roofing, siding, sidewalks steps and stairs in good condition?) Clients are also advised that their home will be inspected to verify the square footage and condition of the home.The inspection looks at the home to determine if there are any major risk factors present externally to determine if the home is insurableThe only risk factor cited for the members home was the roof that showed signs of curling and lifting, which is an unacceptable risk because the condition presents an increased exposure to a loss such as wind and waterThis is a standard procedure for the majority of carriers; however there are some who inspect the home prior to actually binding coverage on a policy
The member has mentioned that the roofer told her she had two years left on what is assumed to be a year roofIf you divide years by 100% that gives you 3, 33% per year, which would mean the roof has 6.66% life left.If you look at this from our Risk Management which is a practice we use for assessing and controlling risk within a companyOur Underwriting department controls the acceptable amount of risk per policy within AAAThe policy with 6.66% of life is not an acceptable risk and action was taken to non-renew the policy. *** *** ConsultantInsurance RegulatoryAuto Club Group
I booked a travel package to *** *** through AAA online (included hotel, park tickets, etc.)I noticed one of the perks missing from my confirmation (a $gift card)I emailed AAA and promptly received an updated confirmation with all of the correct extras includedThe package was a good value and the trip ran smoothly with the the included values clearly laid out
Initial Business Response /* (1000, 5, 2015/10/05) */
Dear Revdex.com:
We have reviewed the claimants file and can advise you of following:
On September 2, 2015, the claimant reported an accident involving the claimant and our insuredThe claimant stated she was on Lockport
directly behind our insured when our insured turned out in front of her
On September 2, 2015, our insured also contacted us and provided the following loss details: Our insured stated she was eastbound on RTE in the only eastbound lane, claimant was westbound on RTE in the only westbound laneTraffic was backed up and insured pulled off to the left into a drivewayOur insured began backing up into the westbound when claimant's front hit our insured's right front fenderOur insured stated the police were called to the scene and injuries were reported
On September 3, 2015, our claim adjuster called the claimant and left a message for a call back on her voice mail
On September 4, 2015, our claim adjuster called the claimant and confirmed the loss details reported by the claimant and explained the Property Damage (PD) and Bodily Injury (BI) claim procedures to the claimant
On September 8, 2015, our claim adjuster called the claimant and our PD settlement offer was accepted
On September 14, 2015, our claim adjuster spoke with the claimant regarding her BI claim and informed her that copies of the medical bills, records and wage loss documentation was needed in order to evaluate her claim for BI coverage
On September 15, 2015, our claim adjuster called the claimant and left message for a callback on the claimant's voicemail
On September 16, 2015, our claim adjuster spoke with the claimant who requested our fax# in order to fax copies of the medical bills and receipts
On September 17, 2015, AAA received a call from the claimant's Medical Provider's office advising the letter the claimant provided to AAA did not come from their office and that the letter was fake
On September 18, 2015, based on the information provided by the claimants Medical Provider, the claimant's file was referred to our Claim Special Investigation Union (CSIU)
On September 23, 2015, AAA received a call from the claimant advising she no longer wished to pursue the BI and wage loss portion of her claim
On September 25, 2015, the claimant was contacted and a message was left on the claimant's voicemail advising the claimant to contact Car Care to release the vehicle to AAA as we cannot authorize payment until we acquire possession of the vehicle
On September 30, 2015, AAA mailed a withdrawal of claim notice to insured
On October 1, 2015, AAA's Insurance Regulatory Complaint Resolution Consultant called the claimant and confirmed that he/she wished to withdraw the claim for Bodily Injury and Work Loss coverage
Based on the information provided above we believe The Auto Club Insurance Association has fulfilled is obligation to the claimant
Initial Business Response /* (1000, 5, 2015/07/01) */
7/1/we have received the complaint and will research and respond by 7/13/or sooner if possibleIf additional time is needed we will advise you
Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
I disagree with the business's responseThis is the first time I've heard mention of algae, nail pops or moss on the roofI've received only one document from them, after the first inspection, and do not see it referenced anywhereI had to call them after the second inspection to even find out the result - they may 'not have a record of not being in contact' but they were not
None of that changes the fact that more than one contractor saw both hail damage and organic shingle damage - AAA is saying it's all organic shingle damage
In addition, I've been told by contractors that matching fiberglass shingles to organic shingles is not as seamless as impliedThe different thicknesses of the shingles stand out on the roof
My statement about other houses in the neighborhood was not to suppose my roof was damaged because theirs wereIt was to show a timeline, because I was told verbally by the first inspector that hail damage he saw 'could be old' and I wouldn't know because I had bought a foreclosureThe other houses had new roofs the year I moved in and the storm caused enough damage that they had to have their roofs replaced after this stormIt is not logical to assume the hail damage on my roof was from a previous storm just because the house was a foreclosure
I reject AAA's response
Final Business Response /* (4000, 12, 2015/07/17) */
Good Day
Thank you for the opportunity to review Ms.*** commentsWe regret any aspects of the claim handling process that may have inconvenienced Ms.*** as she describedWe appreciate her feedback and will always strive to meet our customer's expectations
In this particular case the forensic engineering report referenced in our prior response confirms our position that our denial of the claim for storm damage to the roof shingles is appropriate and is based on the policy reasons provided in the settlement/denial letter dated August 23,
We understand that Ms.*** disagrees with our positionOur prior response explained our position and we respectfully refer back to it
Thank you for the opportunity to respond
Mrs***
"margin: 0in 0in 0pt;">Please accept our sincere apologies for the service you receivedA refund of $has been processed back to your bank account
If you have any further questions please feel free to contact us at ***
Thank you,
*** ***
Compliance Specialist
September 27,
Re: Ms*** *** Case No: ***
Mrs*** from AAA had the pleasure of speaking to Ms*** *** this morning regarding her experience with us and apologized about the incidentWe offered to reimburse her the $she was requesting for reimbursement regarding the alleged damages to her vehicleWe confirmed that a resolution to this matter has been reached and Ms*** is satisfied with the resolution amount
I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me
Sincerely,
*** ***
Supervisor, Service Monitor
The Auto Club Group
* *** *** ***
*** *** ***
*** ***
October 20,
Re: *** *** Case No: ***
I had the pleasure of speaking to Mr*** *** this morning regarding his experience with us and apologized about the incidentWe offered to reimburse him the $he was requesting for the towing expense and confirmed that a resolution to this matter has been reachedMr*** informed me that he is satisfied with the resolution amount and I advised that AAA will be contacting you to explain that this situation has been resolved
I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me
Sincerely,
*** ***
Supervisor, Service Monitor
The Auto Club Group
* *** *** ***
Dearborn, MI Phone: ***
Initial Business Response /* (1000, 6, 2015/08/18) */
This case has been resolved with the*** family*** Group is paying for the membership and the member's home*** *** is reimbursing for the tow
We have been in contact with MsCordia *** and will reimburse her for a rental car during the time her vehicle is being repaired. We have approved $per day for the car rental. We have requested that she submit her final paid receipt to Robert *** for reimbursement
Initial Business Response /* (1000, 10, 2015/09/30) */
Good DayWe have attempted to make contact with Ms.*** but have been unsuccessfulPlease have Ms.*** contact*** at XXX-XXX-XXXX or ***@aaamichigan.comMs*** is one of our Member Service Call Center
Resolution Specialists and she will be able to assist further once contact has been madeThank you
Revdex.com:
It seems that AAA insurance intends to hold on to my money despite my instructions for them to cancelTo iterate, I officially asked them to cancel on the 25th of July and in August and in September.
I want my policies with them cancelled immediately, effective today
I have reviewed the response made by the business in reference to complaint ID *** and I want my policies cancelled immediately
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***
I am rejecting this response because:
I understand the home inspection process, what I did not appreciate is being cancelledI signed with AAA in good faith. I answered the questions truthfully at the point of purchasing the insurance. A letter requesting a roof inspection and time to secure estimates would have been viablePlus the customer should be given an opportunity for rebuttal. A roof repair might be possible instead of a new roofBasically no other options except to put on a new roof and it had to be done within a month or no insurance. Fortunately I was able to get a couple estimates during the busiest time of the year for roofers and get the roof completed prior to cancellationBut what if it had been in the middle of winter and my roof had been snow covered. Then what? After my experience, I heard this is pretty common practice for your company - get a new roof or get insurance elsewhere. Very frustrating.
As a side note, I just received my auto insurance bill which reflected an increase. Hard to imagine what changed in months that warranted an increase. I thought my rate would stay the same for year even though I pay the bill every months. So am I to expect a rate increase every months?
Sincerely,
*** ***
Initial Business Response /* (1000, 7, 2015/01/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamichigan.com
We have received a formal complaint from our InsuredWe will follow the State of *** response guidelinesA response
will be provided by 2/13/or sooner if possible
Initial Consumer Rebuttal /* (3000, 9, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They Keep giving accuse and will not respond my Revdex.com complaint or me contacting them by email and phone AAA rap tells me they is nothing they can do or no onr I can talked to no manager etc.They will not respond no emails they will not contact me and try to work their errors outAAA claims they are the insurance company and I'm insured through them but they are not trying to resolve this matter.Keep trying to bush it offI'm the formal insured I pay the premiums and set home and auto policy up they are the one who put it in wrong household member name and will not fix error to have my husband on policy and prime not son in law he not the home owner they knew thisAAA claims they are the insurance company I have insurance with them as them as the carry no one elseThen they need to fix error and contacted me and explain what they are going to do on this matter
Final Consumer Response /* (4200, 13, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because I been contacted them on this matter since 12/and when I didn't get no where with this matter and other matter with my policesThey will not talked to me on the phone they tell me have to deal with local agency not local AAA company which there not one but local third party agency which I try and he refuse to work on policy anymore because he knows he set it up wrong and knows he can't set up house insurance in person name who doesn't own houseThey will not answer phone calls,emails, faxedNo replies at all they keep saying we get back with you well it been since 12/since I contacted themNow I file a complaint with Revdex.com couple weeks ago and now they are ignore this as while, I BELIEVE NOW THEY SET IT UP IN MY SON INLAWS NAME TO CHARGE MORE RATE BECAUSE OF HIS AGE AND THIS IS ANOTHER REASON WHY THEY LEFT MY HUSBAND OFF THEY WOULD GET A HIGHER RATEWITH US MARRY MY HUSBAND AND I OLDER COUPLE WHO HAS NO POINTS ON OUR RECORDS WE WOULD OF GOT A LOWER RATEMY POLICES PAPER HAVE ME AND MY SON INLAW NAME LIKE WE WERE A COUPLEWRONG SHOULD BEEN ME AND MY HUSBAND AND DAUGHTER AND HER HUSBAND ADDED ON AUTO INSURANCE JUST ADDED NOT PRIME
Final Business Response /* (4000, 15, 2015/02/04) */
We have received the complaint our insured filed with the *** Department of Insurance *** and are still investigating what has occurredThe deadline to provide a response to the *** is days which is 3/2/We will provide a response to the Revdex.com and *** by 3/2/or sooner if possibleThank you
Complaint: [redacted] I am rejecting this response because: This reasoning is flawed. The sent out the membership card in ADVANCE of payments noting there is a note, "Dues billed annually". The system is a flawed one. AAA billing is one of over 200 hundred monthly and/or yearly bills I pay. Do they honestly think I want to go through month by month POS or check payments to determine whether or not their records of "no payment" are accurate??? I request that they forego the fees this year or give me the next level of appeal. This is silly and disorganized. Sincerely, [redacted]
[redacted] I apologize for the inconvenience this situation has causeI am sorry we could not come to an agreement at this timeI hope in the future you will reconsider coming back to AAA
Complaint: ***
I am rejecting this response because: I'll go to Allstate Motor Club.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: Tom *** Facility Mgr
Contact Phone: ***
Contact Email: ***@aaasouth.com
The customer was advised that the lug nut was cross threaded and broke upon removal, also advised one other nut would nut
move due to being cross threaded and would also break upon removal and that there were different lug nuts on that wheelcustomer was given a cost to repair and declined.at that time we advised the customer to visit the previous repair shop that last serviced the vehiclehe declined to do socustomer called AAA corporate and stated that he felt there should be no cost to him, as a Goodwill gesture we offered to split the cost of repairs with him, he declined that offerhe then opened a Revdex.com caseas a continuation of our Goodwill we replaced the cross threaded lug nuts and studs at no cost to the customerwe consider this situation satisfied at this time
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This letter is in response to the complaint filed with your office by the complainant. In the letter from the complainant he indicated that our
insured struck his parked vehicle and that the claim was initiated by his insurance carrier. The complainant also mentioned that he was not involved in the loss and does not know how his name was brought in the claim
We have reviewed the claim file involving this loss and can offer the following details. On March 25, our insured reported the loss indicating she struck the complainant’s parked and occupied vehicle. The complainant would not provide our insured with their driver’s license however the complainant provided their proof of insurance which listed complainant and the named insuredOn March 30, AAA spoke with the complainant regarding the damage to his vehicle, the repairs of the vehicle and car rental coverage. On April 4, a payment in the amount of $was issued to the complainant for the damage to his vehicleOn May 10, AAA received a call from the repair shop advised that the complainant’s vehicle repairs were completed and that the complainant had been contactedOn June 10, AAA received a call from the repair facility advised that the complainant’s vehicle had been picked up however they had not been paid. AAA contacted the complainant to inform them to pay the shop, however the person who answer the phone indicated he was not the complainant and that the phone number dialed was a new numberA shop payment request letter was mailed to the complainantOn June 30, AAA received another call from the repair facility still advising of non-payment for repairs to the complainant’s vehicle. Due to a repair authorization being provided to the shop and to maintain a good business relationship, a payment of $was issued to the repair facility on July 7, and the file was referred to AAA’s recovery unit. On July 14, a letter was sent from AAA’s recovery unit to the complainant advising of the outstand debt and to forward payment within daysAAA received the recovery payment letter back as returned mail and on August 19, the file was referred to a collection agency.
Based on the above information AAA has made a conscious effort to resolve the complainant’s payment issue prior to referring the file to collections. Unfortunately with the file referred to the collection agency the complainant would need to contact the collection agency and arrange payment. In response to the complainant’s statement our staff was rude and provided poor customer service, upon completing our review we found no record of any member of AAA being unprofessional or disrespectful while interacting with the complainant
Good Day and thank you for the opportunity to respond to the claimants concerns.
Roman" size="3">
We have reviewed claimant’s concerns regarding the letter that was provided to his attorney, which advised of three prior counselsPlease be advised that on two occasions we did receive informal notice of legal representationThere was contact by telephone; there was no Letters of Representation (LOR)
On 10/22/our claim adjuster received a telephone call from Attorney *** ***, who represented himself as claimant’s attorneyMr* *** was demanding settlement of our policyholder’s claimIt was explained to him that his demand was denied as we would have to inspect claimant’s vehicle for damages and secure medical records/bills that were associated with claimant’s injuriesIt was also explained to Mr* *** that we would require a LOR
On 03/06/our claim adjuster received a telephone call from Attorney *** *** who represented himself as claimant’s attorneyHe demanded settlement for claimant’s injuriesMr*** was advised of the denial and a copy of the ambulance report was emailed to him, per his request
On 12/16/we received a LOR from Attorney *** *** He demanded payment of claimant’s injuriesWe sent Mr*** a copy of the claim denial letter and ambulance report via email
On 12/20/we received a new LOR from *** *** Firm demanding settlement of claimant’s injuriesWe faxed copy of claim denial letter and ambulance report to Attorney *** ***
On 12/21/our claim adjuster received a telephone call from the claimantHe wanted the letter that was sent over to Attorney *** *** and advised that he only obtain two law firms legally and the other attorneys were not legally representing himThe claimant did advise that he never signed any documentation with themOur adjuster transferred the call to his manager, who further discussed the matterOur claims manager explained the two telephone calls we received from attorneys and the two LOR’s that were receivedWe did not receive LOR’s from the two prior attorneys; however they did present themselves as the claimant’s legal representation
In order to clarify any misunderstandings, our claim manager did reach out to attorney *** *** via telephone, he was not able to reach him nor was he able to leave a voice message
We hope this response clarifies the interactions as it relates to this claim processWe thank you for the opportunity to review the claimants concerns
We must advise the member that our homeowners policies are bound by our agents prior to the home being inspectedThe prospective client is asked a series of questions regarding the condition of their home to determine eligibility and the agent assumes that their answers are accurate and
truthful. One of the questions asked is; are the structures and surrounding premises well maintained? (e.g., roofing, siding, sidewalks steps and stairs in good condition?) Clients are also advised that their home will be inspected to verify the square footage and condition of the home.The inspection looks at the home to determine if there are any major risk factors present externally to determine if the home is insurableThe only risk factor cited for the members home was the roof that showed signs of curling and lifting, which is an unacceptable risk because the condition presents an increased exposure to a loss such as wind and waterThis is a standard procedure for the majority of carriers; however there are some who inspect the home prior to actually binding coverage on a policy
The member has mentioned that the roofer told her she had two years left on what is assumed to be a year roofIf you divide years by 100% that gives you 3, 33% per year, which would mean the roof has 6.66% life left.If you look at this from our Risk Management which is a practice we use for assessing and controlling risk within a companyOur Underwriting department controls the acceptable amount of risk per policy within AAAThe policy with 6.66% of life is not an acceptable risk and action was taken to non-renew the policy. *** *** ConsultantInsurance RegulatoryAuto Club Group
I booked a travel package to *** *** through AAA online (included hotel, park tickets, etc.)I noticed one of the perks missing from my confirmation (a $gift card)I emailed AAA and promptly received an updated confirmation with all of the correct extras includedThe package was a good value and the trip ran smoothly with the the included values clearly laid out
Initial Business Response /* (1000, 5, 2015/10/05) */
Dear Revdex.com:
We have reviewed the claimants file and can advise you of following:
On September 2, 2015, the claimant reported an accident involving the claimant and our insuredThe claimant stated she was on Lockport
directly behind our insured when our insured turned out in front of her
On September 2, 2015, our insured also contacted us and provided the following loss details: Our insured stated she was eastbound on RTE in the only eastbound lane, claimant was westbound on RTE in the only westbound laneTraffic was backed up and insured pulled off to the left into a drivewayOur insured began backing up into the westbound when claimant's front hit our insured's right front fenderOur insured stated the police were called to the scene and injuries were reported
On September 3, 2015, our claim adjuster called the claimant and left a message for a call back on her voice mail
On September 4, 2015, our claim adjuster called the claimant and confirmed the loss details reported by the claimant and explained the Property Damage (PD) and Bodily Injury (BI) claim procedures to the claimant
On September 8, 2015, our claim adjuster called the claimant and our PD settlement offer was accepted
On September 14, 2015, our claim adjuster spoke with the claimant regarding her BI claim and informed her that copies of the medical bills, records and wage loss documentation was needed in order to evaluate her claim for BI coverage
On September 15, 2015, our claim adjuster called the claimant and left message for a callback on the claimant's voicemail
On September 16, 2015, our claim adjuster spoke with the claimant who requested our fax# in order to fax copies of the medical bills and receipts
On September 17, 2015, AAA received a call from the claimant's Medical Provider's office advising the letter the claimant provided to AAA did not come from their office and that the letter was fake
On September 18, 2015, based on the information provided by the claimants Medical Provider, the claimant's file was referred to our Claim Special Investigation Union (CSIU)
On September 23, 2015, AAA received a call from the claimant advising she no longer wished to pursue the BI and wage loss portion of her claim
On September 25, 2015, the claimant was contacted and a message was left on the claimant's voicemail advising the claimant to contact Car Care to release the vehicle to AAA as we cannot authorize payment until we acquire possession of the vehicle
On September 30, 2015, AAA mailed a withdrawal of claim notice to insured
On October 1, 2015, AAA's Insurance Regulatory Complaint Resolution Consultant called the claimant and confirmed that he/she wished to withdraw the claim for Bodily Injury and Work Loss coverage
Based on the information provided above we believe The Auto Club Insurance Association has fulfilled is obligation to the claimant
Initial Business Response /* (1000, 5, 2015/07/01) */
7/1/we have received the complaint and will research and respond by 7/13/or sooner if possibleIf additional time is needed we will advise you
Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
I disagree with the business's responseThis is the first time I've heard mention of algae, nail pops or moss on the roofI've received only one document from them, after the first inspection, and do not see it referenced anywhereI had to call them after the second inspection to even find out the result - they may 'not have a record of not being in contact' but they were not
None of that changes the fact that more than one contractor saw both hail damage and organic shingle damage - AAA is saying it's all organic shingle damage
In addition, I've been told by contractors that matching fiberglass shingles to organic shingles is not as seamless as impliedThe different thicknesses of the shingles stand out on the roof
My statement about other houses in the neighborhood was not to suppose my roof was damaged because theirs wereIt was to show a timeline, because I was told verbally by the first inspector that hail damage he saw 'could be old' and I wouldn't know because I had bought a foreclosureThe other houses had new roofs the year I moved in and the storm caused enough damage that they had to have their roofs replaced after this stormIt is not logical to assume the hail damage on my roof was from a previous storm just because the house was a foreclosure
I reject AAA's response
Final Business Response /* (4000, 12, 2015/07/17) */
Good Day
Thank you for the opportunity to review Ms.*** commentsWe regret any aspects of the claim handling process that may have inconvenienced Ms.*** as she describedWe appreciate her feedback and will always strive to meet our customer's expectations
In this particular case the forensic engineering report referenced in our prior response confirms our position that our denial of the claim for storm damage to the roof shingles is appropriate and is based on the policy reasons provided in the settlement/denial letter dated August 23,
We understand that Ms.*** disagrees with our positionOur prior response explained our position and we respectfully refer back to it
Thank you for the opportunity to respond
Mrs***
"margin: 0in 0in 0pt;">Please accept our sincere apologies for the service you receivedA refund of $has been processed back to your bank account
If you have any further questions please feel free to contact us at ***
Thank you,
*** ***
Compliance Specialist
September 27,
Re: Ms*** *** Case No: ***
Mrs*** from AAA had the pleasure of speaking to Ms*** *** this morning regarding her experience with us and apologized about the incidentWe offered to reimburse her the $she was requesting for reimbursement regarding the alleged damages to her vehicleWe confirmed that a resolution to this matter has been reached and Ms*** is satisfied with the resolution amount
I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me
Sincerely,
*** ***
Supervisor, Service Monitor
The Auto Club Group
* *** *** ***
*** *** ***
*** ***
October 20,
Re: *** *** Case No: ***
I had the pleasure of speaking to Mr*** *** this morning regarding his experience with us and apologized about the incidentWe offered to reimburse him the $he was requesting for the towing expense and confirmed that a resolution to this matter has been reachedMr*** informed me that he is satisfied with the resolution amount and I advised that AAA will be contacting you to explain that this situation has been resolved
I appreciate you taking the time to report this incident to us and we consider the matter closed at this time. If you have any questions or need further information, please feel free to contact me
Sincerely,
*** ***
Supervisor, Service Monitor
The Auto Club Group
* *** *** ***
Dearborn, MI Phone: ***
Initial Business Response /* (1000, 6, 2015/08/18) */
This case has been resolved with the*** family*** Group is paying for the membership and the member's home*** *** is reimbursing for the tow
We have been in contact with MsCordia *** and will reimburse her for a rental car during the time her vehicle is being repaired. We have approved $per day for the car rental. We have requested that she submit her final paid receipt to Robert *** for reimbursement
Initial Business Response /* (1000, 10, 2015/09/30) */
Good DayWe have attempted to make contact with Ms.*** but have been unsuccessfulPlease have Ms.*** contact*** at XXX-XXX-XXXX or ***@aaamichigan.comMs*** is one of our Member Service Call Center
Resolution Specialists and she will be able to assist further once contact has been madeThank you
Revdex.com:
It seems that AAA insurance intends to hold on to my money despite my instructions for them to cancelTo iterate, I officially asked them to cancel on the 25th of July and in August and in September.
I want my policies with them cancelled immediately, effective today
I have reviewed the response made by the business in reference to complaint ID *** and I want my policies cancelled immediately
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***
I am rejecting this response because:
I understand the home inspection process, what I did not appreciate is being cancelledI signed with AAA in good faith. I answered the questions truthfully at the point of purchasing the insurance. A letter requesting a roof inspection and time to secure estimates would have been viablePlus the customer should be given an opportunity for rebuttal. A roof repair might be possible instead of a new roofBasically no other options except to put on a new roof and it had to be done within a month or no insurance. Fortunately I was able to get a couple estimates during the busiest time of the year for roofers and get the roof completed prior to cancellationBut what if it had been in the middle of winter and my roof had been snow covered. Then what? After my experience, I heard this is pretty common practice for your company - get a new roof or get insurance elsewhere. Very frustrating.
As a side note, I just received my auto insurance bill which reflected an increase. Hard to imagine what changed in months that warranted an increase. I thought my rate would stay the same for year even though I pay the bill every months. So am I to expect a rate increase every months?
Sincerely,
*** ***
Initial Business Response /* (1000, 7, 2015/01/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamichigan.com
We have received a formal complaint from our InsuredWe will follow the State of *** response guidelinesA response
will be provided by 2/13/or sooner if possible
Initial Consumer Rebuttal /* (3000, 9, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They Keep giving accuse and will not respond my Revdex.com complaint or me contacting them by email and phone AAA rap tells me they is nothing they can do or no onr I can talked to no manager etc.They will not respond no emails they will not contact me and try to work their errors outAAA claims they are the insurance company and I'm insured through them but they are not trying to resolve this matter.Keep trying to bush it offI'm the formal insured I pay the premiums and set home and auto policy up they are the one who put it in wrong household member name and will not fix error to have my husband on policy and prime not son in law he not the home owner they knew thisAAA claims they are the insurance company I have insurance with them as them as the carry no one elseThen they need to fix error and contacted me and explain what they are going to do on this matter
Final Consumer Response /* (4200, 13, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because I been contacted them on this matter since 12/and when I didn't get no where with this matter and other matter with my policesThey will not talked to me on the phone they tell me have to deal with local agency not local AAA company which there not one but local third party agency which I try and he refuse to work on policy anymore because he knows he set it up wrong and knows he can't set up house insurance in person name who doesn't own houseThey will not answer phone calls,emails, faxedNo replies at all they keep saying we get back with you well it been since 12/since I contacted themNow I file a complaint with Revdex.com couple weeks ago and now they are ignore this as while, I BELIEVE NOW THEY SET IT UP IN MY SON INLAWS NAME TO CHARGE MORE RATE BECAUSE OF HIS AGE AND THIS IS ANOTHER REASON WHY THEY LEFT MY HUSBAND OFF THEY WOULD GET A HIGHER RATEWITH US MARRY MY HUSBAND AND I OLDER COUPLE WHO HAS NO POINTS ON OUR RECORDS WE WOULD OF GOT A LOWER RATEMY POLICES PAPER HAVE ME AND MY SON INLAW NAME LIKE WE WERE A COUPLEWRONG SHOULD BEEN ME AND MY HUSBAND AND DAUGHTER AND HER HUSBAND ADDED ON AUTO INSURANCE JUST ADDED NOT PRIME
Final Business Response /* (4000, 15, 2015/02/04) */
We have received the complaint our insured filed with the *** Department of Insurance *** and are still investigating what has occurredThe deadline to provide a response to the *** is days which is 3/2/We will provide a response to the Revdex.com and *** by 3/2/or sooner if possibleThank you