Good Day and thank you for the opportunity to respond to the claimants concerns.
We understand that the claimant does not accept our response and he did request for us to review the calls between him, our claim representative and the claimant’s attorneyHowever, we would like the claimant to know that not all calls are recorded at this particular facilityWe do not have any recorded calls for this claimant
At any time during the claim process the claimant has the right to escalate to the claim representative’s managerAt no time during the claim process, did the claimant ever request to speak with our claim representative’s managerOur claim representative’s manager never received any indication/calls outside of this notice that there was ever a concern
We have not been contacted by the claimant’s attorney regarding any unprofessional or argumentative treatment by our claim representative
Our claim representative did advise us that at no time during the claim process were there ever any unprofessional, rude or argumentative behaviors displayed
We hope this response clarifies the dialogue that occurred during this claim processWe thank you for the opportunity to review the claimants concerns
Because that is the process after the company attempted to collect the overpayment directly with youAfter our attempts failed the matter was turned over to a collections agency Your wife has been in contact with the company's recovery representative. An estimate was written for the damages to your vehicle. We stand by our original response and recommend that you work with the collections agency to conclude the matter. At this time we recommend that you contact either our recovery representative or the original handling adjuster both of whom you or your wife had been in contact with. Either they or the repair shop who repaired your vehicle will have the estimate upon which our payment was based. Thank you
Initial Business Response /* (1000, 5, 2014/12/08) */
Good DayWe receievd this compalint and conducted the research needed to resolve itA request was submitted to the appropriate vendor to correct the coding for the claim in question to reflect a CAT lossThe request can take up to
business days for a correction to show in the systemWe thank Mr*** for bringing this to our attention and apologize for the inconvenience he experienced
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would love this to be over, but other insurance companies tell me that this is still showing up in their queries as a non-cat claim, as late as 5pm today, 17-Dec, well past days laterThis is absolutely ridiculous that this is still going on
Final Consumer Response /* (3000, 15, 2015/01/09) */
I responded to the response from the business, and never heard anything back through Revdex.comI see now that the complaint has been closedCan you please let me know what their final response was?
Final Business Response /* (4000, 17, 2015/01/12) */
Our final response was posted to the Revdex.com site on 12/which is still showing in their timelineThank you
We received this complaint through the IL Department of Insurance and will be responding to their office as the state insurance regulator by July 14, after we complete our review. Thank you
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamichigan.com
Claims has attempted to contact our insuredHowever, they are unavailable until 9/4/A message has been left for her
to contact the claim representative after her availablityWe are requesting a copy of her estimate for consideration
Initial Business Response /* (1000, 5, 2015/09/18) */
We have reviewed your claim details and have contacted our Claims Manager to discuss the allegations in your complaint
Our record indicates a claim was filed on 7/1/with a date of loss as 6/30/for water damage from a leak in
the roof of the home in the upstairs closetThe Homeowners Insurance Policy term was 10/17/- 10/17/and was cancelled effective 7/11/14; however in good faith we agreed to inspect the damage that the policyholder reported
The policyholder advised that the damage was caused by hailOur Homeowners Insurance Policy advises that hail damage reported one year after the occurrence is excluded from the policyTherefore the scope of the inspection for hail damage was was based on the area of damage that was reported for the interior of the home
The original inspection occurred on 7/3/that was completed by our Adjuster and his ManagerThey found minor water damage in the crawl space located in the master bathroom and directly under the crawl space in the garageThey believed the damage was caused from a roof leak or ice damHowever, due to a delay in the claim being reported, a decision was made to request that an Engineer to inspect the home
On 7/17/the damage to the home was inspected by an EngineerTheir report indicates that the reported moisture intrusion is the result of water entering the home at the choked valley on the east slope of the garage roof in the second floor west wall at the loft areaThey found there was no storm related damage observed on the exterior or roof in this portion of the home
The Engineer inspected the flooring in the dining room and advised that the localized wavelike forms are the condition from the original installationBased on our Homeowners Insurance Policy, faulty, inadequate or defective material is excludedTherefore coverage is not provided
At the time of the loss the policy carried a $2,deductible for wind and hailBased on the allotted coverage for drywall and insulation totaling $647.44, which is under the policy deductible, no payment was made
We discussed the Policyholders attempts to contact the Adjuster,*** with our ManagerHe advised that*** is no longer employed with us, although he mailed a letter to the Policyholder on 8/11/explaining our positionOur Manager further advised that the file was reassigned to a new Adjuster who attempted to contact the Policyholder and has not received a return phone callIf the policyholder chooses to contact the new Adjuster, they will be happy to speak to them regarding the claim
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was only explaining AAA's claiming process, it didnt answer any of our questions!
The letter said the new adjuster called but we have not call back, however, not only we were the one who called him, Jason, we also sent him six emails
The letter again said the Adjusters found minor water damage and believed the damage was caused from roof leak....On our complaint we questioned how they are able to make these statement when they only spent 2mins up in the roof and they only inspected a very small area...in which this letter failed to address!
This letter again said, the Engineer found moisture intrusion in the result of water entering, but found no storm related damage observed on the exterior or roofIt will sounds like a broken record but on our complaint letter, we questioned the Engineer, just like the two Adjusters only spent a few minutes up in the roof and did not inspect the whole roof so how can all of them can say they didnt find any hail/storm/wind damage? The engineer told us he was not at the house to do a weather related inspection!!
This response letter never addressed our complaint! We questioned the fact the report by AAA and the Engineer said, no evidence of storm related found but they only inspected a very limited area because all three of them told us the roof is too steep to climb up to inspect all area, when we questioned, the Engineer told us he was not at the house to do a storm related inspection!
I will make this simple....Please explain
1, The two Adjusters only inspected a very small area of the roof, didnt inspect 99% of the roof stating the roof is too steep for them to climb up but said found no evidence of hail/storm/wind damage? They didnt actually try to find the cause of leak so how they can make a statement they did their job correctly and reasonably? Can you please help us better understand if the two Adjusters only spent 2mins of time on the roof, only inspected one small area, how hey can claim no weather related damage were found?
2, How the Engineer only inspected a very small area of the roof, when we questioned him if he will inspect the whole roof he told us the roof is too steep for him to inspect the whole roofWhen we questioned, if he is only looking at one small sport, will he be able to determined rather it is hail/storm/wind damageHis response was, I am not here to do a weather related damage inspectionCan you please help us better understand your response?
In the end, they didnt do what they were suppose to when we filed a storm/hail/wind damage claim, they all said the roof is too steep to inspect the roof, only inspected a very small area but they wrote on their report no evidence was found? How is this fair.......!
Why none of our concerns were addressed in the original complaint?
Final Business Response /* (4000, 9, 2015/09/23) */
Today we received this complaint through the Illinois Department of Insurance and will now need to respond in writing to their officeThank you
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: ***-Supervisor
Contact Phone:***
Contact Email: ***@aaamichigan.com
I appreciate you taking the time to report this incident to us (Case #XXXXXXXX: *** ***)
I was able to reach
Mr*** and resolve the matter to his satisfaction, providing him with a complimentary membership good through March 2017, and reimbursing the requested $Thanks again for bringing this issue to our attentionWe consider the matter closed at this pointIf you have any questions or need further information, please contact me
Sincerely,
***
Supervisor, Service Monitor
The Auto Club Group
***
Phone: (XXX)XXX-XXXX
Fax: (XXX)XXX-XXXX
Email: ***@aaamichigan.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
face="Calibri">Thank you for contacting AAA. I apologize for any inconvenience this has caused you. Our records show that your membership was created online in 2009 using the promotional code for $5 off if you set up automatic renewal. I have canceled and refunded the membership dues to you. Please allow up to 10-14 business for the refund to be issued back onto your credit card. If you have any further questions or concerns in regards to your membership please feel free to us a call at (866) 222-2273 extension 2. Our hours of operation are Monday-Friday 8am-6:30pm
Erika [redacted]
Resolution Specialist
Member Relations and Quality
The Auto Club Group
(866) 222-2273 #2 [email protected]
Complaint: [redacted]
I am rejecting this response...
because:
AAA wants to prevent the creation of public records associated with its customer service.
I have been an AAA customer for nearly two decades.
In April, a customer of AAA insurance struck my and my son’s car in a campus parking lot, damaging the right rear door and right rear quarter panel before dragging off the rear bumper. He then tried to leave the scene of the accident but was stopped by a student who saw what he had done.
We immediately looked up “how to file a claim with AAA” and found a page which seemed to push us to our own insurance company rather than AAA. We did not have rental car coverage on the car so obtained the least expensive rental car we could find at our insurance company’s discounted rate. It took three weeks for the shop to repair our car and we had a daily surcharge because my son is under $25, leaving us with a nearly $2,000 rental car bill. Our insurance company then submitted the bill to AAA on May 6.
AAA didn’t respond. We followed up on May 24.
AAA didn’t respond. We followed up a second time on May 27.
AAA didn’t respond. We followed up a third time on June 8.
Finally, after FIVE WEEKS and FOUR contacts, the AAA claim representative called me on my personal cell phone. She informed me that AAA only pays $25 per day for rental coverage. She and I both know this isn’t correct; this is a liability claim and I’m not an insured of AAA who is subject to AAA’s coverage limitations.
AAA refused to compensate me for the replacement vehicle costs resulting from its insured’s hit and run damage to our car. When I told the claim rep she was leaving me no choice but to sue her insured, she responded, and this is an exact quote, “Then that’s what you’ll have to do,” and she hung up on me. Yes, this actually happened, exactly as I wrote.
This is an accident that was admittedly AAA’s insured’s fault. It’s a liability claim. And AAA not only refuses to make the victim of its insured monetarily whole, AAA’s claim representative treated me, a customer of AAA, rudely and hung up on me after telling me that if I wanted reimbursement, they would leave their insured hanging and I’d have to sue him in court.
I informed my insurance company and learned that AAA doesn’t just treat its customers this way, it also treats other insurance companies with indifference. AAA refuses to compensate my company for the repair costs of the vehicle and now my company has to take AAA to formal arbitration.
Incredibly, two days after their claim rep hung up on me, I received a mail solicitation to purchase AAA auto insurance . . . .
I sent their insured a certified letter telling him what had happened and I gave him one month to reimburse me before I filed suit. He asked to meet with me and told me multiple times that we had “options” and could have used [redacted] or taxis, etc., etc. He asked if AAA would pay the $25 a day could he pay the remainder; I told him that would be fine, I just needed full compensation caused by what he did to our car.
Two days later the claim representative called me back. She falsely claimed that I “couldn’t” sue her insured because he has insurance that I’d have to sue AAA. She knew that was a false statement but was attempting to bully me into doing what she wanted. She then denied telling me to sue her insured and denied hanging up on me. She created a wildly different account of our previous exchange and one that did not involve her rudely hanging up on me. I corrected her multiple times because I refused to let her deny what she had previously done. In the end, she continued trying to argue with me about the costs of the rental car; I told her there was no point in continuing the conversation if she wasn’t going to cover the costs associated with her insured’s negligence and that again, she was leaving me no choice but to sue her insured. She didn’t hang up on me this time but we did end the call.
It astounds me that a company in which I have placed so much trust for nearly two decades has treated me in this manner.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is not correct. It is NOT a final settlement. I explained to Ms. [redacted] that AAA still owes me approximately $1,000, which is the blue book value of my car. The $500.00 does not cover even minimal, but necessary, repairs to maintain my so it is safe to drive. The total damages on my car exceeds $3,000. I am still owed fair market value so I can have my car repaired...especially the air conditioning system and front bumper. I explained to Ms. [redacted] that I am still pursuing this matter. A full and final settlement is the blue book value of my car.
The towing company AAA contracted on my behalf was unlicensed and uninsured at the time of this incident. The driver of the flatbed did not have the required drivers license to operate this truck. This is inexcusible. For its failure to have any type of compliance monitoring of its contractors, AAA should be required to fully reimburse me.
Why would I go to collection agency when they never sent any letter about this. I'm not even involved in this accident and not sure why my name is on it. Again, I'm asking for some sort of bill or document and I will send a check however, AAA still has not provided any of that.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Day and thank you for the opportunity to respond to the claimants concerns.
We understand that the claimant has rejected our previous response. We would like to clarify any misunderstandings with respect to legal representation and our claimant. Our office has had both formal and informal conversations with legal personnel. Two of those conversations were informal via telephone. While the other two interactions were formal and we received Letters of Representation (LOR) from the attorneys’ offices.
Please note that we are not trying to attack our claimant’s claim in any manner possible. Our records reflect the conversations we have had with legal representation both informal and formal.
In our claimant’s response dated 01/06/17 he stated that he was appalled at AAA for allowing our adjuster to further handle this matter as he has filed a complaint against him prior with the Revdex.com (Revdex.com) where he deceived him. We would like to advise that the claim has been denied so there is no reason for a new adjuster to be assigned to his claim. His current concerns are being handled by our Insurance Regulatory Complaints Resolution Department.
We hope this response clarifies the interactions with regards to legal counsel. Thank you for the opportunity to review the claimants concerns.
Initial Business Response /* (1000, 21, 2015/10/09) */
We have reviewed the insured's complaint with the claim manager. At the time the loss occurred the loss vehicle history indicated the vehicle had a branded titled from WI in 2005. Upon additional investigation it was determined that the...
branded titled did not carry over to the Il title when the vehicle was purchased. Based on this information we assume the insured was not aware of the vehicle's salvage brand, therefore we have revised our settlement and have increased the vehicle's value. We have issued an additional payment to the insured in the amount of $1409.
Initial Business Response /* (1000, 5, 2015/09/17) */
Dear Revdex.com Consultant:
This is in response to the insured's complaint to your office regarding the claim for roof damage.
We have reviewed the insured's policy with claim management and can advise you of the following:
On April 29, 2014...
the insured reported a roof damage claim with a date of loss as February 21, 2014. The claim was assigned to desk adjuster [redacted]. It was also noticed that the insured had filed prior storm damage under claim number [redacted] with a date of loss as October 25, 2012. The roof was inspected November 20, 2012 and the file noted that the condition of the shingles in the valleys and on the rear slopes was badly deteriorated. It was also noted that 2 pieces of vinyl siding was missing from the very top row on the right side of the 2 story home, however the total damage was below the insured's $1000 deductible.
On April 30, 2014, a property inspection appointment was set for [redacted] 4, 2014.
On May 4, 2014, the property inspection was performed. The results of the inspection indicated wind damage only to the rear slope of the roof, a small portion of the siding and ensuing water damage to the kitchen ceiling.
On May 8, 2014, a claim settlement letter was mailed to the insured advising of the claim amount of $5,542.15. A claim settlement amount of $5,542.15 - $1,000 deductible = $4,542.15 with an Actual Cash Value (ACV) payment of $1,396.30 and $3,145.85 for the Replacement cost once the repairs are completed.
On May 15, 2014, Claim Specialist [redacted] mailed a $1,396.30 Actual Cash Value (ACV) payment to the insured. A copy of our estimate, a letter of explanation of coverage and the adjuster's contact information was also mailed to the insured advised him if he had any further questions to contact the adjuster.
On September 1, 2015, a routine check audit was noticed that the insured had not cash the claim check that was mailed to him. Clerical Assistant [redacted] called the insured and left a message asking that he call her back.
On September 3, 2015, Ms. [redacted] spoke with the insured who informed her that he had replaced the roof in the spring of 2015 and the cost was more that the AAA estimate. Due to the age of the check, Ms. [redacted] advised the insured to destroy the check and that she would issue a replacement and mail to him. Ms. [redacted] also referred the insured back to his adjuster.
On September 3, 2015, the insured spoke with desk adjuster[redacted] who was assisting Ms.[redacted] The insured confirmed his conversation with Ms. [redacted] and Mr.[redacted] requesting documentation as evidence that the roof was replaced in order to release the depreciation hold back and to determine if any supplement was owed.
As of today's date XXXXXX, no documentation has been received from the insured suggesting he disagreed with the settlement offer made on May 8, 2014.
Thank you for allowing us the opportunity to response to the insured's concerns.
Good Day and thank you for the opportunity to respond to our policyholder’s concerns.
...
According to our records, on 6/30/16, our policyholders informed their agent that they would be moving to Washington State, and asked to have their renters insurance transferred to their new address. Our agent informed them via email that they would need to secure a new renters insurance policy once they moved to Washington, as he is not licensed to sell insurance in that state. He also asked them to let him know when the move was complete, so that he could properly date the renters policy cancellation and secure the proper refund.
According to our records, our policyholders next contacted their agent via email on 07/25/16, stating that they had moved on July 4th and that they had been in contact with an agent in Washington, and asked to have both their Automobile Insurance Policy and Homeowner’s Insurance Policy canceled. Our agent was out of the office when the request came, but replied on 8/1/16, when he returned asking what date he should make the cancellation effective. This question was never answered.
The next contact our agent had with our policyholders was on 8/30/16, when they left a voicemail, asking why we had continued to draft premium payments out of their bank account. Our agent responded via email, asking them what date they had secured coverage so that he could backdate the cancellation and secure the proper refund.
On 9/3/16, our policyholders responded, asking what significance the date they had secured coverage in Washington had in cancelling their Illinois policies. Our agent responded, saying he wished to secure the proper refund for them.
On 9/6/16, our policyholders responded, demanding that the cancellations be backdated to 7/4/16. Our agent responded, explaining further that it was standard procedure to date a policy cancellation to coincide with the date that new coverage was secured elsewhere. He also explained that because the cancellation was being backdated more than 30 days, company policy required our policyholders to provide documentation that they had secured insurance in Washington on 7/4/16.
On 9/8/16, our agent forwarded our policyholders an email from our processing department, which confirmed our company backdating policy, saying when backdating a cancellation more than 30 days, the policyholders must show proof that they have secured coverage elsewhere, and if no proof is provided, a cancellation could not be backdated for more than 30 days.
On 09/12/16 the agent emailed the policyholder to advise in order to get the full premium refund he asked for the cancellation date based off when coverage was secured in Washington. There was no response until after thirty (30) day window had elapsed. It is our company policy to show proof when processing a backdate for more than thirty (30) days. If our policyholder wants to backdate the cancellation request we need proper documentation. If our policyholder wishes for the policies to be canceled as soon as possible without submitting documentation we can process that request as well. Our policyholder emailed the agent back advising that her cancellation has been delayed and she requested a cancellation of the 25th of July. We do agree that she did request a cancellation of policies, however there was no date provided for the cancellation at that time. The email simply stated that she moved to Washington on 07/04/16. The email did not advise to the date on which new insurance was secured.
For the auto insurance policy she can provide copy of her new insurance that shows coverage for the period of 07/05/16 to 09/07/16. Otherwise we cannot process the cancellation for more than 30 days.
For the Homeowner’s Insurance Policy she can provide the lease termination papers or a copy of the lease agreement where she is currently residing. Otherwise we cannot process the cancellation for more than 30 days.
If she is able to provide proof, we will be able to cancel her policies effective for the dates she requested, if not, then we cannot go back more than 30 days. Thank you for the opportunity to review her concerns.
Thank you Mr. [redacted] for sharing this feedback. We updated your marketing preferences and so these mailings should stop. There is some time lag of 2 - 4 weeks so if you receive any marketing mail from AAA please disregard. We apologize for the interruption to your day. All...
[redacted]
I apologize for the inconvenience this situation has cause. I am sorry we could not come to an agreement at this time. I hope in the future you will reconsider coming back to AAA.
Dear [redacted]
I apologize for this inconvenience this situation has caused. The membership is billed yearly. We send out cards with a future date of three years, meaning we will not send out a new card until that date as long as the membership is active. On the card right above your name you...
will see in print, "Dues billed annually." Unfortunately, we never received your payment for the 2016-2017 membership period. We have sent out several reminders that the membership would expire without payment. If you would like to continue with the membership please give us a call at [redacted]. I hope this was helpful.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/06) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aaachicago.com
The client has been refunded fot the trip. The orginal portion of the trip was processed on 05/01/15, and the insurance...
portion of the trip was refunded on 05/06/15. We had informed the client prior to the Revdex.com complaint that we were in the process of the refund.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refunded
Good Day and thank you for the opportunity to respond to the claimants concerns.
We understand that the claimant does not accept our response and he did request for us to review the calls between him, our claim representative and the claimant’s attorneyHowever, we would like the claimant to know that not all calls are recorded at this particular facilityWe do not have any recorded calls for this claimant
At any time during the claim process the claimant has the right to escalate to the claim representative’s managerAt no time during the claim process, did the claimant ever request to speak with our claim representative’s managerOur claim representative’s manager never received any indication/calls outside of this notice that there was ever a concern
We have not been contacted by the claimant’s attorney regarding any unprofessional or argumentative treatment by our claim representative
Our claim representative did advise us that at no time during the claim process were there ever any unprofessional, rude or argumentative behaviors displayed
We hope this response clarifies the dialogue that occurred during this claim processWe thank you for the opportunity to review the claimants concerns
Because that is the process after the company attempted to collect the overpayment directly with youAfter our attempts failed the matter was turned over to a collections agency Your wife has been in contact with the company's recovery representative. An estimate was written for the damages to your vehicle. We stand by our original response and recommend that you work with the collections agency to conclude the matter. At this time we recommend that you contact either our recovery representative or the original handling adjuster both of whom you or your wife had been in contact with. Either they or the repair shop who repaired your vehicle will have the estimate upon which our payment was based. Thank you
Initial Business Response /* (1000, 5, 2014/12/08) */
Good DayWe receievd this compalint and conducted the research needed to resolve itA request was submitted to the appropriate vendor to correct the coding for the claim in question to reflect a CAT lossThe request can take up to
business days for a correction to show in the systemWe thank Mr*** for bringing this to our attention and apologize for the inconvenience he experienced
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would love this to be over, but other insurance companies tell me that this is still showing up in their queries as a non-cat claim, as late as 5pm today, 17-Dec, well past days laterThis is absolutely ridiculous that this is still going on
Final Consumer Response /* (3000, 15, 2015/01/09) */
I responded to the response from the business, and never heard anything back through Revdex.comI see now that the complaint has been closedCan you please let me know what their final response was?
Final Business Response /* (4000, 17, 2015/01/12) */
Our final response was posted to the Revdex.com site on 12/which is still showing in their timelineThank you
We received this complaint through the IL Department of Insurance and will be responding to their office as the state insurance regulator by July 14, after we complete our review. Thank you
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamichigan.com
Claims has attempted to contact our insuredHowever, they are unavailable until 9/4/A message has been left for her
to contact the claim representative after her availablityWe are requesting a copy of her estimate for consideration
Initial Business Response /* (1000, 5, 2015/09/18) */
We have reviewed your claim details and have contacted our Claims Manager to discuss the allegations in your complaint
Our record indicates a claim was filed on 7/1/with a date of loss as 6/30/for water damage from a leak in
the roof of the home in the upstairs closetThe Homeowners Insurance Policy term was 10/17/- 10/17/and was cancelled effective 7/11/14; however in good faith we agreed to inspect the damage that the policyholder reported
The policyholder advised that the damage was caused by hailOur Homeowners Insurance Policy advises that hail damage reported one year after the occurrence is excluded from the policyTherefore the scope of the inspection for hail damage was was based on the area of damage that was reported for the interior of the home
The original inspection occurred on 7/3/that was completed by our Adjuster and his ManagerThey found minor water damage in the crawl space located in the master bathroom and directly under the crawl space in the garageThey believed the damage was caused from a roof leak or ice damHowever, due to a delay in the claim being reported, a decision was made to request that an Engineer to inspect the home
On 7/17/the damage to the home was inspected by an EngineerTheir report indicates that the reported moisture intrusion is the result of water entering the home at the choked valley on the east slope of the garage roof in the second floor west wall at the loft areaThey found there was no storm related damage observed on the exterior or roof in this portion of the home
The Engineer inspected the flooring in the dining room and advised that the localized wavelike forms are the condition from the original installationBased on our Homeowners Insurance Policy, faulty, inadequate or defective material is excludedTherefore coverage is not provided
At the time of the loss the policy carried a $2,deductible for wind and hailBased on the allotted coverage for drywall and insulation totaling $647.44, which is under the policy deductible, no payment was made
We discussed the Policyholders attempts to contact the Adjuster,*** with our ManagerHe advised that*** is no longer employed with us, although he mailed a letter to the Policyholder on 8/11/explaining our positionOur Manager further advised that the file was reassigned to a new Adjuster who attempted to contact the Policyholder and has not received a return phone callIf the policyholder chooses to contact the new Adjuster, they will be happy to speak to them regarding the claim
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was only explaining AAA's claiming process, it didnt answer any of our questions!
The letter said the new adjuster called but we have not call back, however, not only we were the one who called him, Jason, we also sent him six emails
The letter again said the Adjusters found minor water damage and believed the damage was caused from roof leak....On our complaint we questioned how they are able to make these statement when they only spent 2mins up in the roof and they only inspected a very small area...in which this letter failed to address!
This letter again said, the Engineer found moisture intrusion in the result of water entering, but found no storm related damage observed on the exterior or roofIt will sounds like a broken record but on our complaint letter, we questioned the Engineer, just like the two Adjusters only spent a few minutes up in the roof and did not inspect the whole roof so how can all of them can say they didnt find any hail/storm/wind damage? The engineer told us he was not at the house to do a weather related inspection!!
This response letter never addressed our complaint! We questioned the fact the report by AAA and the Engineer said, no evidence of storm related found but they only inspected a very limited area because all three of them told us the roof is too steep to climb up to inspect all area, when we questioned, the Engineer told us he was not at the house to do a storm related inspection!
I will make this simple....Please explain
1, The two Adjusters only inspected a very small area of the roof, didnt inspect 99% of the roof stating the roof is too steep for them to climb up but said found no evidence of hail/storm/wind damage? They didnt actually try to find the cause of leak so how they can make a statement they did their job correctly and reasonably? Can you please help us better understand if the two Adjusters only spent 2mins of time on the roof, only inspected one small area, how hey can claim no weather related damage were found?
2, How the Engineer only inspected a very small area of the roof, when we questioned him if he will inspect the whole roof he told us the roof is too steep for him to inspect the whole roofWhen we questioned, if he is only looking at one small sport, will he be able to determined rather it is hail/storm/wind damageHis response was, I am not here to do a weather related damage inspectionCan you please help us better understand your response?
In the end, they didnt do what they were suppose to when we filed a storm/hail/wind damage claim, they all said the roof is too steep to inspect the roof, only inspected a very small area but they wrote on their report no evidence was found? How is this fair.......!
Why none of our concerns were addressed in the original complaint?
Final Business Response /* (4000, 9, 2015/09/23) */
Today we received this complaint through the Illinois Department of Insurance and will now need to respond in writing to their officeThank you
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: ***-Supervisor
Contact Phone:***
Contact Email: ***@aaamichigan.com
I appreciate you taking the time to report this incident to us (Case #XXXXXXXX: *** ***)
I was able to reach
Mr*** and resolve the matter to his satisfaction, providing him with a complimentary membership good through March 2017, and reimbursing the requested $Thanks again for bringing this issue to our attentionWe consider the matter closed at this pointIf you have any questions or need further information, please contact me
Sincerely,
***
Supervisor, Service Monitor
The Auto Club Group
***
Phone: (XXX)XXX-XXXX
Fax: (XXX)XXX-XXXX
Email: ***@aaamichigan.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Good morning,
face="Calibri">Thank you for contacting AAA. I apologize for any inconvenience this has caused you. Our records show that your membership was created online in 2009 using the promotional code for $5 off if you set up automatic renewal. I have canceled and refunded the membership dues to you. Please allow up to 10-14 business for the refund to be issued back onto your credit card. If you have any further questions or concerns in regards to your membership please feel free to us a call at (866) 222-2273 extension 2. Our hours of operation are Monday-Friday 8am-6:30pm
Erika [redacted]
Resolution Specialist
Member Relations and Quality
The Auto Club Group
(866) 222-2273 #2
[email protected]
Complaint: [redacted]
I am rejecting this response...
because:
AAA wants to prevent the creation of public records associated with its customer service.
I have been an AAA customer for nearly two decades.
In April, a customer of AAA insurance struck my and my son’s car in a campus parking lot, damaging the right rear door and right rear quarter panel before dragging off the rear bumper. He then tried to leave the scene of the accident but was stopped by a student who saw what he had done.
We immediately looked up “how to file a claim with AAA” and found a page which seemed to push us to our own insurance company rather than AAA. We did not have rental car coverage on the car so obtained the least expensive rental car we could find at our insurance company’s discounted rate. It took three weeks for the shop to repair our car and we had a daily surcharge because my son is under $25, leaving us with a nearly $2,000 rental car bill. Our insurance company then submitted the bill to AAA on May 6.
AAA didn’t respond. We followed up on May 24.
AAA didn’t respond. We followed up a second time on May 27.
AAA didn’t respond. We followed up a third time on June 8.
Finally, after FIVE WEEKS and FOUR contacts, the AAA claim representative called me on my personal cell phone. She informed me that AAA only pays $25 per day for rental coverage. She and I both know this isn’t correct; this is a liability claim and I’m not an insured of AAA who is subject to AAA’s coverage limitations.
AAA refused to compensate me for the replacement vehicle costs resulting from its insured’s hit and run damage to our car. When I told the claim rep she was leaving me no choice but to sue her insured, she responded, and this is an exact quote, “Then that’s what you’ll have to do,” and she hung up on me. Yes, this actually happened, exactly as I wrote.
This is an accident that was admittedly AAA’s insured’s fault. It’s a liability claim. And AAA not only refuses to make the victim of its insured monetarily whole, AAA’s claim representative treated me, a customer of AAA, rudely and hung up on me after telling me that if I wanted reimbursement, they would leave their insured hanging and I’d have to sue him in court.
I informed my insurance company and learned that AAA doesn’t just treat its customers this way, it also treats other insurance companies with indifference. AAA refuses to compensate my company for the repair costs of the vehicle and now my company has to take AAA to formal arbitration.
Incredibly, two days after their claim rep hung up on me, I received a mail solicitation to purchase AAA auto insurance . . . .
I sent their insured a certified letter telling him what had happened and I gave him one month to reimburse me before I filed suit. He asked to meet with me and told me multiple times that we had “options” and could have used [redacted] or taxis, etc., etc. He asked if AAA would pay the $25 a day could he pay the remainder; I told him that would be fine, I just needed full compensation caused by what he did to our car.
Two days later the claim representative called me back. She falsely claimed that I “couldn’t” sue her insured because he has insurance that I’d have to sue AAA. She knew that was a false statement but was attempting to bully me into doing what she wanted. She then denied telling me to sue her insured and denied hanging up on me. She created a wildly different account of our previous exchange and one that did not involve her rudely hanging up on me. I corrected her multiple times because I refused to let her deny what she had previously done. In the end, she continued trying to argue with me about the costs of the rental car; I told her there was no point in continuing the conversation if she wasn’t going to cover the costs associated with her insured’s negligence and that again, she was leaving me no choice but to sue her insured. She didn’t hang up on me this time but we did end the call.
It astounds me that a company in which I have placed so much trust for nearly two decades has treated me in this manner.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is not correct. It is NOT a final settlement. I explained to Ms. [redacted] that AAA still owes me approximately $1,000, which is the blue book value of my car. The $500.00 does not cover even minimal, but necessary, repairs to maintain my so it is safe to drive. The total damages on my car exceeds $3,000. I am still owed fair market value so I can have my car repaired...especially the air conditioning system and front bumper. I explained to Ms. [redacted] that I am still pursuing this matter. A full and final settlement is the blue book value of my car.
The towing company AAA contracted on my behalf was unlicensed and uninsured at the time of this incident. The driver of the flatbed did not have the required drivers license to operate this truck. This is inexcusible. For its failure to have any type of compliance monitoring of its contractors, AAA should be required to fully reimburse me.
Thank you for your assistance in this matter.
[redacted]
Sincerely,
[redacted]
Hello,
Why would I go to collection agency when they never sent any letter about this. I'm not even involved in this accident and not sure why my name is on it. Again, I'm asking for some sort of bill or document and I will send a check however, AAA still has not provided any of that.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Day and thank you for the opportunity to respond to the claimants concerns.
We understand that the claimant has rejected our previous response. We would like to clarify any misunderstandings with respect to legal representation and our claimant. Our office has had both formal and informal conversations with legal personnel. Two of those conversations were informal via telephone. While the other two interactions were formal and we received Letters of Representation (LOR) from the attorneys’ offices.
Please note that we are not trying to attack our claimant’s claim in any manner possible. Our records reflect the conversations we have had with legal representation both informal and formal.
In our claimant’s response dated 01/06/17 he stated that he was appalled at AAA for allowing our adjuster to further handle this matter as he has filed a complaint against him prior with the Revdex.com (Revdex.com) where he deceived him. We would like to advise that the claim has been denied so there is no reason for a new adjuster to be assigned to his claim. His current concerns are being handled by our Insurance Regulatory Complaints Resolution Department.
We hope this response clarifies the interactions with regards to legal counsel. Thank you for the opportunity to review the claimants concerns.
Initial Business Response /* (1000, 21, 2015/10/09) */
We have reviewed the insured's complaint with the claim manager. At the time the loss occurred the loss vehicle history indicated the vehicle had a branded titled from WI in 2005. Upon additional investigation it was determined that the...
branded titled did not carry over to the Il title when the vehicle was purchased. Based on this information we assume the insured was not aware of the vehicle's salvage brand, therefore we have revised our settlement and have increased the vehicle's value. We have issued an additional payment to the insured in the amount of $1409.
Initial Business Response /* (1000, 5, 2015/09/17) */
Dear Revdex.com Consultant:
This is in response to the insured's complaint to your office regarding the claim for roof damage.
We have reviewed the insured's policy with claim management and can advise you of the following:
On April 29, 2014...
the insured reported a roof damage claim with a date of loss as February 21, 2014. The claim was assigned to desk adjuster [redacted]. It was also noticed that the insured had filed prior storm damage under claim number [redacted] with a date of loss as October 25, 2012. The roof was inspected November 20, 2012 and the file noted that the condition of the shingles in the valleys and on the rear slopes was badly deteriorated. It was also noted that 2 pieces of vinyl siding was missing from the very top row on the right side of the 2 story home, however the total damage was below the insured's $1000 deductible.
On April 30, 2014, a property inspection appointment was set for [redacted] 4, 2014.
On May 4, 2014, the property inspection was performed. The results of the inspection indicated wind damage only to the rear slope of the roof, a small portion of the siding and ensuing water damage to the kitchen ceiling.
On May 8, 2014, a claim settlement letter was mailed to the insured advising of the claim amount of $5,542.15. A claim settlement amount of $5,542.15 - $1,000 deductible = $4,542.15 with an Actual Cash Value (ACV) payment of $1,396.30 and $3,145.85 for the Replacement cost once the repairs are completed.
On May 15, 2014, Claim Specialist [redacted] mailed a $1,396.30 Actual Cash Value (ACV) payment to the insured. A copy of our estimate, a letter of explanation of coverage and the adjuster's contact information was also mailed to the insured advised him if he had any further questions to contact the adjuster.
On September 1, 2015, a routine check audit was noticed that the insured had not cash the claim check that was mailed to him. Clerical Assistant [redacted] called the insured and left a message asking that he call her back.
On September 3, 2015, Ms. [redacted] spoke with the insured who informed her that he had replaced the roof in the spring of 2015 and the cost was more that the AAA estimate. Due to the age of the check, Ms. [redacted] advised the insured to destroy the check and that she would issue a replacement and mail to him. Ms. [redacted] also referred the insured back to his adjuster.
On September 3, 2015, the insured spoke with desk adjuster[redacted] who was assisting Ms.[redacted] The insured confirmed his conversation with Ms. [redacted] and Mr.[redacted] requesting documentation as evidence that the roof was replaced in order to release the depreciation hold back and to determine if any supplement was owed.
As of today's date XXXXXX, no documentation has been received from the insured suggesting he disagreed with the settlement offer made on May 8, 2014.
Thank you for allowing us the opportunity to response to the insured's concerns.
Good Day and thank you for the opportunity to respond to our policyholder’s concerns.
...
According to our records, on 6/30/16, our policyholders informed their agent that they would be moving to Washington State, and asked to have their renters insurance transferred to their new address. Our agent informed them via email that they would need to secure a new renters insurance policy once they moved to Washington, as he is not licensed to sell insurance in that state. He also asked them to let him know when the move was complete, so that he could properly date the renters policy cancellation and secure the proper refund.
According to our records, our policyholders next contacted their agent via email on 07/25/16, stating that they had moved on July 4th and that they had been in contact with an agent in Washington, and asked to have both their Automobile Insurance Policy and Homeowner’s Insurance Policy canceled. Our agent was out of the office when the request came, but replied on 8/1/16, when he returned asking what date he should make the cancellation effective. This question was never answered.
The next contact our agent had with our policyholders was on 8/30/16, when they left a voicemail, asking why we had continued to draft premium payments out of their bank account. Our agent responded via email, asking them what date they had secured coverage so that he could backdate the cancellation and secure the proper refund.
On 9/3/16, our policyholders responded, asking what significance the date they had secured coverage in Washington had in cancelling their Illinois policies. Our agent responded, saying he wished to secure the proper refund for them.
On 9/6/16, our policyholders responded, demanding that the cancellations be backdated to 7/4/16. Our agent responded, explaining further that it was standard procedure to date a policy cancellation to coincide with the date that new coverage was secured elsewhere. He also explained that because the cancellation was being backdated more than 30 days, company policy required our policyholders to provide documentation that they had secured insurance in Washington on 7/4/16.
On 9/8/16, our agent forwarded our policyholders an email from our processing department, which confirmed our company backdating policy, saying when backdating a cancellation more than 30 days, the policyholders must show proof that they have secured coverage elsewhere, and if no proof is provided, a cancellation could not be backdated for more than 30 days.
On 09/12/16 the agent emailed the policyholder to advise in order to get the full premium refund he asked for the cancellation date based off when coverage was secured in Washington. There was no response until after thirty (30) day window had elapsed. It is our company policy to show proof when processing a backdate for more than thirty (30) days. If our policyholder wants to backdate the cancellation request we need proper documentation. If our policyholder wishes for the policies to be canceled as soon as possible without submitting documentation we can process that request as well. Our policyholder emailed the agent back advising that her cancellation has been delayed and she requested a cancellation of the 25th of July. We do agree that she did request a cancellation of policies, however there was no date provided for the cancellation at that time. The email simply stated that she moved to Washington on 07/04/16. The email did not advise to the date on which new insurance was secured.
For the auto insurance policy she can provide copy of her new insurance that shows coverage for the period of 07/05/16 to 09/07/16. Otherwise we cannot process the cancellation for more than 30 days.
For the Homeowner’s Insurance Policy she can provide the lease termination papers or a copy of the lease agreement where she is currently residing. Otherwise we cannot process the cancellation for more than 30 days.
If she is able to provide proof, we will be able to cancel her policies effective for the dates she requested, if not, then we cannot go back more than 30 days. Thank you for the opportunity to review her concerns.
Thank you Mr. [redacted] for sharing this feedback. We updated your marketing preferences and so these mailings should stop. There is some time lag of 2 - 4 weeks so if you receive any marketing mail from AAA please disregard. We apologize for the interruption to your day. All...
the best, AAA
[redacted]
I apologize for the inconvenience this situation has cause. I am sorry we could not come to an agreement at this time. I hope in the future you will reconsider coming back to AAA.
Dear [redacted]
I apologize for this inconvenience this situation has caused. The membership is billed yearly. We send out cards with a future date of three years, meaning we will not send out a new card until that date as long as the membership is active. On the card right above your name you...
will see in print, "Dues billed annually." Unfortunately, we never received your payment for the 2016-2017 membership period. We have sent out several reminders that the membership would expire without payment. If you would like to continue with the membership please give us a call at [redacted]. I hope this was helpful.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/06) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aaachicago.com
The client has been refunded fot the trip. The orginal portion of the trip was processed on 05/01/15, and the insurance...
portion of the trip was refunded on 05/06/15. We had informed the client prior to the Revdex.com complaint that we were in the process of the refund.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refunded