Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title: [redacted] Operations Mngr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
AAA apologized for the lack of service that Mr. [redacted] in regard to his wife's poor ERS experience.
Mr. [redacted]...
was contacted in an effort to appease the situation. He was offered a Premier RV membership renewal for his household as well as $20 in gas cards (total value of $203). Mr. [redacted] declined.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After negotiations with AAA we settled for 2 years (2015-2016) of Premier membership for myself and my wife. Also a $28.00 refund on 2014 membership and $200.00 in gas cards. I checked my account on AAA site today , December 25, 2014 , and there are NO changes in my membership status. I did not receive my $28.00 refund. The only thing I received so far is the $200.00 in gas cards. M. [redacted]
Final Business Response /* (4000, 9, 2015/01/05) */
Mr. [redacted],
An agreement was made with the Aurora Administrative office for the $200 in Amex cards, $25 credit & Premier RV upgrade for the household. A $25 check has been processed and should be received within 3 weeks.
Also, the Premier RV upgrade has been processed for both members.
Initial Business Response /* (*000, 5, 20*5/02/*2) */
Contact Name and Title: [redacted] Supervisor
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
[redacted],
I appreciate you taking the time to report this incident to us (Case [redacted])
I...
was able to reach Ms. [redacted] today and resolve the matter to her satisfaction. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please let me know.
Sincerely,
[redacted]
Supervisor, Service Monitor
The Auto Club Group
[redacted]
[redacted] XXXXX
Phone: (XXX)XXX-XXXX
OFFER:
Final Business Response /* (*000, *9, 20*5/02/24) */
This case appears resolved. Thank you for sharing the feedback.
Good Day and thank you for the opportunity to respond to the claimants concerns.
face="Times New Roman">
The claimant was involved in a Motor Vehicle Accident (MVA) with our policyholder on 10/12/15. Our policyholder was found to be at fault for the accident.
On 01/22/15 our claim representative received a call from an attorney who advised he was helping the claimant on his bodily injury claim and he wanted to discuss the settlement. Our claim representative advised the attorney that in order to discuss settlement he would to complete an inspection of the claimant’s damages and his medical records as well.
There is a general rule that once an attorney appears as representation for the claimant, all direct contact with the claimant ends.
On 03/16/16 there was a new attorney who appeared on behalf of the claimant asking for our decision regarding his injuries. The attorney was advised the claim is denied based off the medical records showing that the claimant’s injuries were the result of a rear-end collision. Our policyholder backed into the front bumper of the claimant’s vehicle. The attorney understood and he never made any additional contact with us again.
On 07/11/16 the claimant contacted us and advised he is no longer represented by an attorney. He requested for us to discuss his settlement of his injury claim. Our claim representative explained our denial decision and offered to send him a denial letter in the mail. After this discussion, there has been no additional contact with the claimant.
The claimant indicated our claim representative was rude and unprofessional. During the investigation of the claim, our claim representative advised he was unaware of any confrontation of any kind. He states that our claimant was extremely polite and nice. The only dispute during the claim was the claimant’s demand of settlement of his bodily injury claim which was denied. Based on our review we believe our representative presented themselves in a professional manner.
We hope this response clarifies the dialogue that occurred during this claim process. We thank you for the opportunity to review the claimants concerns.
Our review of our Policyholder’s Homeowner’s Insurance Policy has been completed.
size="3">We found two claims were filed, one due to the sidewalk lifting and the other for the deck not being leveled due to the winter weather. The home was inspected for each claim to determine if the reported loss was eligible for coverage. Both claims were denied for multiple reasons including wear and tear, deterioration and shifting and cracked, collapsing and/or damage foundation all which is excluded in our Homeowners Insurance Policy.
Based on our Adjuster’s findings, our underwriting department was notified of the increased risk. Upon review of the photographs, a letter was sent to our Policyholder describing the areas of concern that have a likelihood of significant loss. It further explained the policy would be terminating resulting from the claim inspections.
Our Policyholder advised her deck was shifted and the sidewalk was in the same condition when she filed a claim three years ago. We reviewed the photographs from that claim and found snow surrounded the home and there were no photographs taken of the sidewalk. We can neither confirm nor deny the deck and sidewalk was in the same condition at that time.
Regarding repairs to the sidewalk, it does not need to be replaced. It is sufficient to repair the sidewalk by sloping some concrete or asphalt in front of the lip of the raised area. We understand the budgetary effects these types of repairs can cause and hope this option will assist our Policyholder in repairing the sidewalk more economically.
Once the repairs are made, proof of the repairs should be submitted an AAA office. Once underwriting reviews and approves the repairs the policy will be reinstated.
Complaint: [redacted]
I am rejecting this response because:I appreciate your response to my complaint concerning Mr. [redacted] a great deal, but the issue(s0 with Patricio began immediately after he convinced me to sign a release form to handle the matter on my own. I stated to Mr. [redacted] that I had never been in an accident prior aside from one quite some time ago which was also not my fault and was not at all familiar with the procedure. Mr. [redacted], as he was very nice, assured me that once I sign the waiver form it will allow him to proceed accordingly. After signing the form, Patricio behavior towards me changed dramatically. I appreciate you bringing to my attention that there is a complaint department with AAA Insurance, something I will be pursuing against Mr. [redacted]. In the future, please address these customer relations matters not only with [redacted] but your staff as well. Thank you for allowing me to address my concerns.
Sincerely,
[redacted]
[redacted] had the pleasure of speaking to Mr. [redacted] this afternoon regarding his experience with us and apologized about the incident. We offered to reimburse him the $120.00 for the towing expense he accrued, along with a complementary membership from 2017 through 2018. [redacted] confirmed that a resolution to this matter has been reached and Mr. [redacted] is satisfied regarding his initial concern.
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,
[redacted]
Supervisor, Service Monitor
The Auto Club Group
1 Auto Club Drive
Dearborn, MI. 48126
Phone: (313)336-1648
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: As long as the EMAILS stop. They mentioned mail. The issue is with emails.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/02/27) */
Dear [redacted],
Thank you for bringing this matter to our attention. We sincerely apologize for the level of service you experienced during your most recent AAA service event. Your report will be thoroughly reviewed and...
discussed with the appropriate team members for coaching and process improvement opportunities.
Our goal is to provide a standard of service that AAA members can rely on at all times. In responding to your call for service, we did not meet your expectations. Please be assured that we are making every attempt to see that service requests are handled in a timely, efficient, knowledgeable, and courteous manner.
We hope you will continue to call on AAA, and the next time you request service we deliver the dependable service you expect. We value your membership and look forward to meeting your service needs in the future.
Sincerely,
ERS Member Relations
Initial Business Response /* (1000, 5, 2014/06/18) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aaamichigan.com
Dear Ms. [redacted],
We sincerely apologize for the misunderstanding about membership benefits.
Boat trailers are a...
type of trailer that are not covered under the Plus/RV membership.
As a goodwill gesture and in acknowledgement of your long membership tenure, I will authorize a free membership renewal for your household (valued at $137). This will be for the 11/XXXX-XX/2015 membership term.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AAA will not cover us for our boat trailer, we want a service that will cover the boat trailer, it makes no sense to have insurance when it doesn't cover our needs.
Would you buy homeowners insurance that didn't cover your back yard but covered the front? No, so why would we want AAA's service?
We would like a refund of this years membership or coverage of our expenses from our recent tow.
Final Business Response /* (4000, 12, 2014/07/21) */
Dear Ms. [redacted],
We apologize that our previous resolution was not suitable. A check in the amount of $137 (amount of your membership dues) has been requested for the primary member, [redacted]. You should recieve this within about 2 weeks.
Thank you.
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]
Dear Ms. [redacted]
Thank you for contacting AAA. I apologize for any inconvenience. I have...
canceled your AAA Membership for a full refund. You will receive your refund back to your credit card within 5-7 business days.
If you need any further assistance feel free to contact me.
[redacted]
Resolution Specialist
ACG Customer Care
[redacted]
Complaint: 11890524
I am rejecting this response because: This is a lie by AAA. I contacted Attorney [redacted], asking him how to proceed as I have been struck by the insured, Mr[redacted] who asked that the matter be settled out of court. I spoke with Attorney [redacted] who informed me that he does not handle traffic matters, and will only speak with Mr. [redacted] to find out what had happened related to the accident, so that he can draw up the appropriate paperwork to provide to Mr. [redacted] to sign as he wanted to pay me cash so that I did not report it to his insurance company, AAA. Attorney [redacted] informed Mr. [redacted] that he is indeed not representing me as it relates to this matter and that he is only contacting him to speak with him about what had occurred to assist him in drawing up a contract for Mr. [redacted] to sign.. It is disingenuous for Mr. [redacted] to suggest otherwise to my attorney [redacted] stating to him in a letter I have had three prior attorney's handle this matter which is clearly an attempt by Mr. [redacted] and AAA auto insurance to attack my claim in anyway possible. Attorney [redacted] contacted and spoke with AAA insurance only preliminary on my behalf and never demanded payment, whatsoever. Attorney [redacted] did request records that were provided to him in a timely manner. Attorney [redacted] is the only attorney I have signed paperwork retaining them to handle this matter other than Attorney [redacted] and again ask that an apology be made as clearly this is another attempt by Mr. [redacted] in how he has worded his letter to discredit my claim. frankly, I am appalled at AAA insurance for allowing Mr. [redacted] to further handle this matter as I have filed a complaint against him prior with the Revdex.com where he had deceived me.
Sincerely,
[redacted]
STAY AWAY!! AAA insurance will do everything not to pay your storm/hail/wind weather related claim!
AAA said they found no evidence of storm related damage but in order to find evidence you have to actually do the work! Two of their Adjusters and one Engineer only inspected probably one foot of the roof, based on their 2mins inspection on a very small area of the roof of a 3600 sq ft house their determination was no evidence to prove it was a storm related claim....! How do you actually find any evidence when you dont even inspect half of the roof!
Due to the heavy storm with hail, 20+ homes on my street had weather related damage! We are the only house with AAA, quickly realize we cannot trust AAA!
AAA provided $647.44 so we can repair six rooms that are damaged! We need to get new insulation in the attic, dry wall/new paint in the loft with new carpet, new drywall/paint/hardwood floor in dinner room, new dry wall/paint/new insulation in garage, new insulation in basement and the roof was damaged during the heavy storm
While our neighbors, only saw one Adjuster; AAA sent us two Adjusters and than hired an Engineer firm for further inspection as if we purposely watered our house! Our neighbors all got settled from their insurance we are the only home still fighting for what is rightfully & lawful owed to us.
In the end, AAA claim we only have minor damage and only willing to settle with us $647.44 before our $2000.00 deductible kick-in(so we didnt get any reimbursement)! They said they wont approve the roof and hardwood flooring since they were defective(so I assume they think it is defective after many baseball size hail hitting our roof)....and the kick is they said they found no evidence of storm related damage but the Adjusters only was up in the roof for about 2mins inspected a very small area because both Adjusters said its too steep to climb up. Of course we have witnesses to prove AAA's Adjusters never spent much time on the roof
What made AAA even worse is, when the Engineer came, he was only inspecting one limited area and spent no more than 2mins on the roof which is a two-story high 3600sq ft home; I asked if he needs to inspect the whole roof the Engineer said the roof is too slope he cant inspect the whole roof! When I asked, so by reviewing this spot where you been for about 2mins you will be able to determined rather this is a weather related claim since our original claim is for the hail/storm/wind weather related issue, he told us he wasnt at the home to do a weather related inspection! But on his report, he said....no evidence of storm related damaged were found...well that is only because the three of you probably only inspected one foot of the roof! We also have witnesses to prove the Engineer only inspected a very small area and told us verbally the roof is too steep for him to inspect a large area and the fact he was not here to do a weather related inspection...
Before we purchased the house, we had an inspector to inspect the house 1.5yrs ago, this inspector spent 2hours up in the roof checking in detail, told us the roof will last 10-15years but within a year, after the heavy hail, the roof was damage but AAA act as if nothing happen! The two Adjusters plus the Engineer did not even spend 5mins combined on the roof but claim my roof loss was non-weather related!
The customer services is also in question because for three weeks I been calling the Adjuster, Bob, and emailing him for three weeks he never call back or email me back when we trying to find out his finding and the Engineer report!
AAA insurance logo is 'expect something more', its a total joke!
Please understand we are only seeking what is rightful owe to us, we purchased insurance from AAA, the house had a weather related damage...We are only asking for a fair & reasonable settlement, nothing more & nothing less!
We will be telling everyone we know, sharing our experiences, putting our case on our social media! We wanted to warn as many homeowners how unfairly we were treated by AAA in hope they wont be a future victim. We will be sending a letters of complaint to Illinois Department of Insurance, the Department of Business Affairs & Protection and the Illinois Inspector General; furthermore will be seeking legal assistant for discrimination! My lawyer's assistant did some digging, found many homeowners also had similar cases where they were not settled. We will be reaching out to them, sharing our stories, if all of the cases are similar we will advice them all to file complaint to their State's Department of Insurance, Department of Business Affairs & Projection and State Inspector General so they can review AAA and would discuss a possible class action
Ms. [redacted] spoke again to Ms[redacted] today and we have come to a final resolution for an additional $500.00 to settle this matter and all parties have determined this case resolved.
Good Day and thank you for the opportunity to respond to our policyholder’s concerns.
We do understand that she does not accept our response. However on 07/25/16 she did not provide a date for her policy to be canceled. Our policyholder advised her agent on 07/25/16 that she moved on 07/04/16. There was a request made for the policy to be canceled, but there was no date given as to what day the cancellation should be made effective. Our policyholder’s agent was out of the office until 08/01/16. On this date he emailed our policyholder back and asked what the effective date of the policy cancellation would be. At that time there was no response to the agent’s email until 08/30/16, which still did not give a cancellation date.
On 08/30/16 our policyholder was questioning why she was still being charged from her Illinois policies. It took several days for the agent to get an actual date of when the policies should be canceled. The agent did submit the request to backdate the cancellations; however he was advised by our processing department that company policy to backdate more than thirty (30) days requires proof of other insurance or no insurable interest. The agent was attempting to get our policyholder the correct refund. To date no proof has been provided and both of the policies are still active.
If documentation is provided we can go back to the effective date that the new policies were started. If there is no documentation provided we can go back 30 days from the day the request is submitted. Anything more than 30 days requires documentation as previously indicated.
The agent has reached out to our policyholder and advised that the more time that goes by, the further back the cancellation dates will be if we do not have any proof to submit a backdate. Our policyholder has advised that she does have some emails which show proof of her lease termination. If the emails are from the leaseholder we can certainly submit the emails to our processing department to see if we can have the policy cancellation backdated.
If our policyholder wishes to backdate the cancellation, then please forward documentation to the agent in order for the backdate to be processed. If the policyholder just wishes to cancel the policy without any documentation, then please contact the agent in order for him to process the cancellation. Thank you for the opportunity to address our policyholder’s concerns.
We understand the request for a response through the Revdex.com, however as indicated previously we will be providing our response directly to the Department of Insurance and will follow their guidelines for responding to complaints that are sent to us by them.
Thank you
Initial Business Response /* (1000, 5, 2015/03/09) */
We apologize for the delay in getting Mr. [redacted]'s refund to him, unfortunately there was some incorrect information provided to Mr. [redacted]. AAA does not have a policy where a membership can be canceled within 30 days of the membership...
being created; our policy is that once the membership has begun they can only canceled as of the next renewal date, this information can be found on page 47 of the membership handbook. The original cancelation request was not processed in accordance with this policy, which caused the delay in issuing the refund Mr. [redacted]. An override was sent on 02/24/15 to cancel the membership and issue a refund. It normally takes 10-14 business days for the refund to appear back onto the credit card, the member should see the funds on his statement by 03/17/15. We were unable to provide case numbers as our system does not produce them, the email he received acts as proof that the request was sent. Again we apologize for the misinformation and are providing additional training for the agent who advised he would have 30 days to cancel and receive a refund.
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. I will submit the pictures to AAA. I tried to upload them but the site kept returning an error. I'm getting the sidewalk repaired over the next few weeks. I'll send all pictures once the work has been performed.
Thank you for your assistance.Sincerely, [redacted]
Initial Business Response /* (1000, 11, 2015/08/14) */
Contact Name and Title:[redacted] IRCR Consult
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
We have reviewed the member's concerns and can advise the following:
Our documentation indicates that the only...
call by the member that we could capture was received on 3/14/2013 at 4:35 pm. The member reported damage to the windshield of her 2009 Toyota Camry which occurred on 3/11/13. The member stated she took her vehicle to the dealer and they referred her to Glass Doctor Harmon Auto Glass for a 'diamond shaped chip in the windshield' and she had an appointment with them. The member stated it was a really tiny chip.
The Customer Service Representative (CSR) read the repair statement advising the member of the $100 for replacement. The CSR selected the shop and read the affiliate shop statement. The CSR then advised the member that she would fax the information to the shop. There was never any discussion about not filing a claim or canceling the claim if there was no damage, or being able to remove the claim.
This was the only call that we could locate for the member. I am not sure as to whom else she may have spoken with at AAA. There are no notes in the file so it doesn't look like she ever spoke to anyone in claims about this incident or who may have told her that we could remove the claim once filed.
However, it should be noted that once a claim is reported to the insurance carrier whether there is money paid out or not, it becomes part of the member's claim history and is reported to the Comprehensive Loss Underwriting Exchange, which is known as the C.L.U.E. report.
C.L.U.E. is a data bank used by all insurance companies now to verify losses of each applicant and how it will affect their premium charges. Unfortunately, we are unable to remove the loss from the C.L.U.E. report as requested.
We are sorry that we were unable to provide a more positive response.
Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title: [redacted] Operations Mngr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
AAA apologized for the lack of service that Mr. [redacted] in regard to his wife's poor ERS experience.
Mr. [redacted]...
was contacted in an effort to appease the situation. He was offered a Premier RV membership renewal for his household as well as $20 in gas cards (total value of $203). Mr. [redacted] declined.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After negotiations with AAA we settled for 2 years (2015-2016) of Premier membership for myself and my wife. Also a $28.00 refund on 2014 membership and $200.00 in gas cards. I checked my account on AAA site today , December 25, 2014 , and there are NO changes in my membership status. I did not receive my $28.00 refund. The only thing I received so far is the $200.00 in gas cards. M. [redacted]
Final Business Response /* (4000, 9, 2015/01/05) */
Mr. [redacted],
An agreement was made with the Aurora Administrative office for the $200 in Amex cards, $25 credit & Premier RV upgrade for the household. A $25 check has been processed and should be received within 3 weeks.
Also, the Premier RV upgrade has been processed for both members.
Initial Business Response /* (*000, 5, 20*5/02/*2) */
Contact Name and Title: [redacted] Supervisor
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
[redacted],
I appreciate you taking the time to report this incident to us (Case [redacted])
I...
was able to reach Ms. [redacted] today and resolve the matter to her satisfaction. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please let me know.
Sincerely,
[redacted]
Supervisor, Service Monitor
The Auto Club Group
[redacted]
[redacted] XXXXX
Phone: (XXX)XXX-XXXX
OFFER:
Final Business Response /* (*000, *9, 20*5/02/24) */
This case appears resolved. Thank you for sharing the feedback.
Good Day and thank you for the opportunity to respond to the claimants concerns.
face="Times New Roman">
The claimant was involved in a Motor Vehicle Accident (MVA) with our policyholder on 10/12/15. Our policyholder was found to be at fault for the accident.
On 01/22/15 our claim representative received a call from an attorney who advised he was helping the claimant on his bodily injury claim and he wanted to discuss the settlement. Our claim representative advised the attorney that in order to discuss settlement he would to complete an inspection of the claimant’s damages and his medical records as well.
There is a general rule that once an attorney appears as representation for the claimant, all direct contact with the claimant ends.
On 03/16/16 there was a new attorney who appeared on behalf of the claimant asking for our decision regarding his injuries. The attorney was advised the claim is denied based off the medical records showing that the claimant’s injuries were the result of a rear-end collision. Our policyholder backed into the front bumper of the claimant’s vehicle. The attorney understood and he never made any additional contact with us again.
On 07/11/16 the claimant contacted us and advised he is no longer represented by an attorney. He requested for us to discuss his settlement of his injury claim. Our claim representative explained our denial decision and offered to send him a denial letter in the mail. After this discussion, there has been no additional contact with the claimant.
The claimant indicated our claim representative was rude and unprofessional. During the investigation of the claim, our claim representative advised he was unaware of any confrontation of any kind. He states that our claimant was extremely polite and nice. The only dispute during the claim was the claimant’s demand of settlement of his bodily injury claim which was denied. Based on our review we believe our representative presented themselves in a professional manner.
We hope this response clarifies the dialogue that occurred during this claim process. We thank you for the opportunity to review the claimants concerns.
Our review of our Policyholder’s Homeowner’s Insurance Policy has been completed.
size="3">We found two claims were filed, one due to the sidewalk lifting and the other for the deck not being leveled due to the winter weather. The home was inspected for each claim to determine if the reported loss was eligible for coverage. Both claims were denied for multiple reasons including wear and tear, deterioration and shifting and cracked, collapsing and/or damage foundation all which is excluded in our Homeowners Insurance Policy.
Based on our Adjuster’s findings, our underwriting department was notified of the increased risk. Upon review of the photographs, a letter was sent to our Policyholder describing the areas of concern that have a likelihood of significant loss. It further explained the policy would be terminating resulting from the claim inspections.
Our Policyholder advised her deck was shifted and the sidewalk was in the same condition when she filed a claim three years ago. We reviewed the photographs from that claim and found snow surrounded the home and there were no photographs taken of the sidewalk. We can neither confirm nor deny the deck and sidewalk was in the same condition at that time.
Regarding repairs to the sidewalk, it does not need to be replaced. It is sufficient to repair the sidewalk by sloping some concrete or asphalt in front of the lip of the raised area. We understand the budgetary effects these types of repairs can cause and hope this option will assist our Policyholder in repairing the sidewalk more economically.
Once the repairs are made, proof of the repairs should be submitted an AAA office. Once underwriting reviews and approves the repairs the policy will be reinstated.
Complaint: [redacted]
I am rejecting this response because:I appreciate your response to my complaint concerning Mr. [redacted] a great deal, but the issue(s0 with Patricio began immediately after he convinced me to sign a release form to handle the matter on my own. I stated to Mr. [redacted] that I had never been in an accident prior aside from one quite some time ago which was also not my fault and was not at all familiar with the procedure. Mr. [redacted], as he was very nice, assured me that once I sign the waiver form it will allow him to proceed accordingly. After signing the form, Patricio behavior towards me changed dramatically. I appreciate you bringing to my attention that there is a complaint department with AAA Insurance, something I will be pursuing against Mr. [redacted]. In the future, please address these customer relations matters not only with [redacted] but your staff as well. Thank you for allowing me to address my concerns.
Sincerely,
[redacted]
December 21, 2016
...
Re: Mr. [redacted], Complaint ID: [redacted]
[redacted] had the pleasure of speaking to Mr. [redacted] this afternoon regarding his experience with us and apologized about the incident. We offered to reimburse him the $120.00 for the towing expense he accrued, along with a complementary membership from 2017 through 2018. [redacted] confirmed that a resolution to this matter has been reached and Mr. [redacted] is satisfied regarding his initial concern.
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,
[redacted]
Supervisor, Service Monitor
The Auto Club Group
1 Auto Club Drive
Dearborn, MI. 48126
Phone: (313)336-1648
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: As long as the EMAILS stop. They mentioned mail. The issue is with emails.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/02/27) */
Dear [redacted],
Thank you for bringing this matter to our attention. We sincerely apologize for the level of service you experienced during your most recent AAA service event. Your report will be thoroughly reviewed and...
discussed with the appropriate team members for coaching and process improvement opportunities.
Our goal is to provide a standard of service that AAA members can rely on at all times. In responding to your call for service, we did not meet your expectations. Please be assured that we are making every attempt to see that service requests are handled in a timely, efficient, knowledgeable, and courteous manner.
We hope you will continue to call on AAA, and the next time you request service we deliver the dependable service you expect. We value your membership and look forward to meeting your service needs in the future.
Sincerely,
ERS Member Relations
Initial Business Response /* (1000, 5, 2014/06/18) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aaamichigan.com
Dear Ms. [redacted],
We sincerely apologize for the misunderstanding about membership benefits.
Boat trailers are a...
type of trailer that are not covered under the Plus/RV membership.
As a goodwill gesture and in acknowledgement of your long membership tenure, I will authorize a free membership renewal for your household (valued at $137). This will be for the 11/XXXX-XX/2015 membership term.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AAA will not cover us for our boat trailer, we want a service that will cover the boat trailer, it makes no sense to have insurance when it doesn't cover our needs.
Would you buy homeowners insurance that didn't cover your back yard but covered the front? No, so why would we want AAA's service?
We would like a refund of this years membership or coverage of our expenses from our recent tow.
Final Business Response /* (4000, 12, 2014/07/21) */
Dear Ms. [redacted],
We apologize that our previous resolution was not suitable. A check in the amount of $137 (amount of your membership dues) has been requested for the primary member, [redacted]. You should recieve this within about 2 weeks.
Thank you.
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]
Dear Ms. [redacted]
Thank you for contacting AAA. I apologize for any inconvenience. I have...
canceled your AAA Membership for a full refund. You will receive your refund back to your credit card within 5-7 business days.
If you need any further assistance feel free to contact me.
[redacted]
Resolution Specialist
ACG Customer Care
[redacted]
Complaint: 11890524
I am rejecting this response because: This is a lie by AAA. I contacted Attorney [redacted], asking him how to proceed as I have been struck by the insured, Mr[redacted] who asked that the matter be settled out of court. I spoke with Attorney [redacted] who informed me that he does not handle traffic matters, and will only speak with Mr. [redacted] to find out what had happened related to the accident, so that he can draw up the appropriate paperwork to provide to Mr. [redacted] to sign as he wanted to pay me cash so that I did not report it to his insurance company, AAA. Attorney [redacted] informed Mr. [redacted] that he is indeed not representing me as it relates to this matter and that he is only contacting him to speak with him about what had occurred to assist him in drawing up a contract for Mr. [redacted] to sign.. It is disingenuous for Mr. [redacted] to suggest otherwise to my attorney [redacted] stating to him in a letter I have had three prior attorney's handle this matter which is clearly an attempt by Mr. [redacted] and AAA auto insurance to attack my claim in anyway possible. Attorney [redacted] contacted and spoke with AAA insurance only preliminary on my behalf and never demanded payment, whatsoever. Attorney [redacted] did request records that were provided to him in a timely manner. Attorney [redacted] is the only attorney I have signed paperwork retaining them to handle this matter other than Attorney [redacted] and again ask that an apology be made as clearly this is another attempt by Mr. [redacted] in how he has worded his letter to discredit my claim. frankly, I am appalled at AAA insurance for allowing Mr. [redacted] to further handle this matter as I have filed a complaint against him prior with the Revdex.com where he had deceived me.
Sincerely,
[redacted]
STAY AWAY!! AAA insurance will do everything not to pay your storm/hail/wind weather related claim!
AAA said they found no evidence of storm related damage but in order to find evidence you have to actually do the work! Two of their Adjusters and one Engineer only inspected probably one foot of the roof, based on their 2mins inspection on a very small area of the roof of a 3600 sq ft house their determination was no evidence to prove it was a storm related claim....! How do you actually find any evidence when you dont even inspect half of the roof!
Due to the heavy storm with hail, 20+ homes on my street had weather related damage! We are the only house with AAA, quickly realize we cannot trust AAA!
AAA provided $647.44 so we can repair six rooms that are damaged! We need to get new insulation in the attic, dry wall/new paint in the loft with new carpet, new drywall/paint/hardwood floor in dinner room, new dry wall/paint/new insulation in garage, new insulation in basement and the roof was damaged during the heavy storm
While our neighbors, only saw one Adjuster; AAA sent us two Adjusters and than hired an Engineer firm for further inspection as if we purposely watered our house! Our neighbors all got settled from their insurance we are the only home still fighting for what is rightfully & lawful owed to us.
In the end, AAA claim we only have minor damage and only willing to settle with us $647.44 before our $2000.00 deductible kick-in(so we didnt get any reimbursement)! They said they wont approve the roof and hardwood flooring since they were defective(so I assume they think it is defective after many baseball size hail hitting our roof)....and the kick is they said they found no evidence of storm related damage but the Adjusters only was up in the roof for about 2mins inspected a very small area because both Adjusters said its too steep to climb up. Of course we have witnesses to prove AAA's Adjusters never spent much time on the roof
What made AAA even worse is, when the Engineer came, he was only inspecting one limited area and spent no more than 2mins on the roof which is a two-story high 3600sq ft home; I asked if he needs to inspect the whole roof the Engineer said the roof is too slope he cant inspect the whole roof! When I asked, so by reviewing this spot where you been for about 2mins you will be able to determined rather this is a weather related claim since our original claim is for the hail/storm/wind weather related issue, he told us he wasnt at the home to do a weather related inspection! But on his report, he said....no evidence of storm related damaged were found...well that is only because the three of you probably only inspected one foot of the roof! We also have witnesses to prove the Engineer only inspected a very small area and told us verbally the roof is too steep for him to inspect a large area and the fact he was not here to do a weather related inspection...
Before we purchased the house, we had an inspector to inspect the house 1.5yrs ago, this inspector spent 2hours up in the roof checking in detail, told us the roof will last 10-15years but within a year, after the heavy hail, the roof was damage but AAA act as if nothing happen! The two Adjusters plus the Engineer did not even spend 5mins combined on the roof but claim my roof loss was non-weather related!
The customer services is also in question because for three weeks I been calling the Adjuster, Bob, and emailing him for three weeks he never call back or email me back when we trying to find out his finding and the Engineer report!
AAA insurance logo is 'expect something more', its a total joke!
Please understand we are only seeking what is rightful owe to us, we purchased insurance from AAA, the house had a weather related damage...We are only asking for a fair & reasonable settlement, nothing more & nothing less!
We will be telling everyone we know, sharing our experiences, putting our case on our social media! We wanted to warn as many homeowners how unfairly we were treated by AAA in hope they wont be a future victim. We will be sending a letters of complaint to Illinois Department of Insurance, the Department of Business Affairs & Protection and the Illinois Inspector General; furthermore will be seeking legal assistant for discrimination! My lawyer's assistant did some digging, found many homeowners also had similar cases where they were not settled. We will be reaching out to them, sharing our stories, if all of the cases are similar we will advice them all to file complaint to their State's Department of Insurance, Department of Business Affairs & Projection and State Inspector General so they can review AAA and would discuss a possible class action
This complaint is being responded to under IL Revdex.com # 11136865 received from Revdex.com Serving Chicago and Northern Illinois.
Ms. [redacted] spoke again to Ms[redacted] today and we have come to a final resolution for an additional $500.00 to settle this matter and all parties have determined this case resolved.
Sincerely,
[redacted]
Good Day and thank you for the opportunity to respond to our policyholder’s concerns.
We do understand that she does not accept our response. However on 07/25/16 she did not provide a date for her policy to be canceled. Our policyholder advised her agent on 07/25/16 that she moved on 07/04/16. There was a request made for the policy to be canceled, but there was no date given as to what day the cancellation should be made effective. Our policyholder’s agent was out of the office until 08/01/16. On this date he emailed our policyholder back and asked what the effective date of the policy cancellation would be. At that time there was no response to the agent’s email until 08/30/16, which still did not give a cancellation date.
On 08/30/16 our policyholder was questioning why she was still being charged from her Illinois policies. It took several days for the agent to get an actual date of when the policies should be canceled. The agent did submit the request to backdate the cancellations; however he was advised by our processing department that company policy to backdate more than thirty (30) days requires proof of other insurance or no insurable interest. The agent was attempting to get our policyholder the correct refund. To date no proof has been provided and both of the policies are still active.
If documentation is provided we can go back to the effective date that the new policies were started. If there is no documentation provided we can go back 30 days from the day the request is submitted. Anything more than 30 days requires documentation as previously indicated.
The agent has reached out to our policyholder and advised that the more time that goes by, the further back the cancellation dates will be if we do not have any proof to submit a backdate. Our policyholder has advised that she does have some emails which show proof of her lease termination. If the emails are from the leaseholder we can certainly submit the emails to our processing department to see if we can have the policy cancellation backdated.
If our policyholder wishes to backdate the cancellation, then please forward documentation to the agent in order for the backdate to be processed. If the policyholder just wishes to cancel the policy without any documentation, then please contact the agent in order for him to process the cancellation. Thank you for the opportunity to address our policyholder’s concerns.
We understand the request for a response through the Revdex.com, however as indicated previously we will be providing our response directly to the Department of Insurance and will follow their guidelines for responding to complaints that are sent to us by them.
Thank you
Initial Business Response /* (1000, 5, 2015/03/09) */
We apologize for the delay in getting Mr. [redacted]'s refund to him, unfortunately there was some incorrect information provided to Mr. [redacted]. AAA does not have a policy where a membership can be canceled within 30 days of the membership...
being created; our policy is that once the membership has begun they can only canceled as of the next renewal date, this information can be found on page 47 of the membership handbook. The original cancelation request was not processed in accordance with this policy, which caused the delay in issuing the refund Mr. [redacted]. An override was sent on 02/24/15 to cancel the membership and issue a refund. It normally takes 10-14 business days for the refund to appear back onto the credit card, the member should see the funds on his statement by 03/17/15. We were unable to provide case numbers as our system does not produce them, the email he received acts as proof that the request was sent. Again we apologize for the misinformation and are providing additional training for the agent who advised he would have 30 days to cancel and receive a refund.
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. I will submit the pictures to AAA. I tried to upload them but the site kept returning an error. I'm getting the sidewalk repaired over the next few weeks. I'll send all pictures once the work has been performed.
Thank you for your assistance.Sincerely, [redacted]
Initial Business Response /* (1000, 11, 2015/08/14) */
Contact Name and Title:[redacted] IRCR Consult
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamichigan.com
We have reviewed the member's concerns and can advise the following:
Our documentation indicates that the only...
call by the member that we could capture was received on 3/14/2013 at 4:35 pm. The member reported damage to the windshield of her 2009 Toyota Camry which occurred on 3/11/13. The member stated she took her vehicle to the dealer and they referred her to Glass Doctor Harmon Auto Glass for a 'diamond shaped chip in the windshield' and she had an appointment with them. The member stated it was a really tiny chip.
The Customer Service Representative (CSR) read the repair statement advising the member of the $100 for replacement. The CSR selected the shop and read the affiliate shop statement. The CSR then advised the member that she would fax the information to the shop. There was never any discussion about not filing a claim or canceling the claim if there was no damage, or being able to remove the claim.
This was the only call that we could locate for the member. I am not sure as to whom else she may have spoken with at AAA. There are no notes in the file so it doesn't look like she ever spoke to anyone in claims about this incident or who may have told her that we could remove the claim once filed.
However, it should be noted that once a claim is reported to the insurance carrier whether there is money paid out or not, it becomes part of the member's claim history and is reported to the Comprehensive Loss Underwriting Exchange, which is known as the C.L.U.E. report.
C.L.U.E. is a data bank used by all insurance companies now to verify losses of each applicant and how it will affect their premium charges. Unfortunately, we are unable to remove the loss from the C.L.U.E. report as requested.
We are sorry that we were unable to provide a more positive response.