October 11, 2017 Dear Revdex.com: We are in receipt of your email and would like to thank you for allowing our office an opportunity to responds to Mr*** concerns. Mr*** enrolled in the Allstate Motor Club Roadside Advantage Plan on October 19, He paid $for the membership year
The offer for enrollment had a First Year Satisfaction Money Back Guarantee. If he was dissatisfied with service received during the first year of membership he could request a cancellation of his membership and a full refund of his paid membership dues. Mr*** contacted our office on October 9, and canceled his membership alleging he was dissatisfied with the service that he received. He requested a full refund of his 2016-paid membership. On October 9, our Customer Service Representative sent a request to our Billing Team asking that they issue a full refund of Mr*** 2016-paid membership dues. A credit for $was issued to Mr*** *** account on October 10, 2017. This credit should post to his *** account within to seven business days. I trust that the above information was helpful in your investigation of this matterShould you have any additional questions, please contact me at *** Sincerely, *** *** Customer First Team Manager Allstate Motor Club
Initial Business Response /* (1000, 5, 2015/07/23) */
We regret that are unable to meet the request of reimbursement for the towThe customer enrolled on our website, the day he needed serviceThe first paragraph clearly states that commercial vehicles are not coveredPlease see
below- https://www.allstatemotorclub.com/amcc/member_services/membershipplans.faces?_ad...⇄ />
Quick and Exceptional Emergency Roadside Assistance for you and your family24/
Driving a car, van, SUV, pick-up, motorcycle, or motorhome? You and your spouse are eligible for benefits in any non-commercial vehicle, whether you own, lease, rent or borrow itWe even cover your ATVs, trailer and other recreational vehicles
August 30, 2017 Dear Revdex.com Customer Relations Advocate:We are in receipt of your letter dated August 16, and would like to thank you for allowing our office an opportunity to respond to Ms*** concerns. Ms*** joined the Allstate Motor Club Roadside Advantage Plan on
December 8, 2016. She has a towing and emergency road service benefit limit of $I spoke to Ms*** this morning and extended our apologies for the time spent waiting for service only to have it not come through for herI told her that our Network Performance Manager has been made aware of the service miss made by our contracted service provider and will take the necessary level of corrective action to ensure a situation such as hers does not happen in the future. As stated in her complaint the State Trooper secured towing service for her. Ms* *** provided us with the name of the company, RJBOur Rescue Agent contacted *** and asked them if they would accept payment from us via credit card for $100, Ms*** maximum benefit limit. RJB accepted our $paymentRegrettably at the time that we spoke to *** that were not able to provide us with the drop off location for Ms*** vehicle but did tell us the cost to hook up her vehicle would be $and $per mile. So were unable to quote her an approximate out of pocket expenseWe had no way of knowing whether *** would be willing to tow Ms*** vehicle from Armonk, NY to Danbury, CT or whether they were going to tow the vehicle to a nearby repair facility. As a good will accommodation, I offered to reimburse Ms*** for half of her out of pocket expense, in the amount of $She accepted my offering but stated she was not satisfied and felt we should reimburse her for the full cost of her out of pocket expense in the amount of $371.95. I told Ms*** that I regret that she was not satisfied with our exceptional good will offering being that we had already covered her up to her maximum benefit limit. I told her that I have retained her comments in our complaint fileI provided her with my name and telephone number in case I can be of assistance to her in the futureWe politely ended our conversation. I trust that the above information has been helpful in your investigation of this matterShould you have any additional concerns or questions, please contact me at *** Sincerely, *** *** Customer First Team Manager Allstate Motor Club, Inc
November 12, Dear Revdex.com: We are in receipt of your emails concerning Ms*** complaint involving the Allstate Motor ClubThank you for allowing our office an opportunity to respond to her concerns, I personally spoke with Ms*** on October 29, I explained that her membership
enrollment his our Loss Control's possible fraud list, which resulted in her membership being canceled on September 8, 2015. I offered Ms*** a discount should she want to re-instate her membership with us. However, she declined my offerIf Ms*** has changed her mind and would like me to process a complimentary free year in the to Allstate Motor Club Roadside Advantage Plan, she can call me directly at 1-800-4***. My business hours are Monday through Friday from 6:am to 3:pm CST.Sincerely, *** ***Customer First Team ManagerAllstate Motor Club
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe company responded appropriately and resolved my complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/12) */
October 12,
Dear Revdex.com Customer Relations Advocate:
We are in receipt of your email dated October 6, and would like to thank you for allowing us an opportunity to respond to Mr***'s concerns
I spoke to Mr***
this morning and addressed his concernsA credit in the amount of $is being issued to his credit card
Mr*** appreciated the corrective actions we have taken and seemed satisfied with the resolution to his complaint
Sincerely,
*** ***
Customer First Team Manager
Allstate Motor Club
August 1, Dear Revdex.com: We are in receipt of your email dated July 30, and would like to thank you for allowing our office an opportunity to respond to Ms*** concerns*** *** and Ms. *** joined the Allstate Motor Club Deluxe Membership Plan on August 13,
2009. Membership materials including a Membership Guide to the Deluxe Membership Plan were issued to them upon their enrollment. Membership Guides were also issued to them upon each years subsequent years renewals. As stated on page four under Membership Information, "TEMPORARY SUSPENSION, CANCELLATION AND NON-RENEWAL,You may cancel your membership at any time simply by calling or writing to our Customer Service CenterWe may temporarily suspend or cancel certain membership benefits during a membership period for excessive use of the benefits and services we provideUse of your emergency road or towing service benefit four (4) times within any one membership period will result in the automatic suspension of that benefit until the beginning of your next membership periodIf your membership includes one or more paid associate members you are entitled to one (1) additional emergency road service occurrence Throughout such suspension period, we will continue to attempt to dispatch a service provider to you if you call us for helpYou, however, will be responsible for paying for the full cost of any services rendered" During their 2015-membership year they have used the Emergency Road Service Benefit on the following four dates, 11/5/2015, 11/18/2015, 3/5/and 4/13/2016. Therefore she was not entitled to sign and drive service when she called our office after 4/13/16. We provided her services based upon her memberships benefits and guidelines as defined in her Membership Guide. She is not entitled to a refund of her -paid membership dues. I trust that the above information has been helpful in your investigation of this matter. Sincerely, *** *** Customer First Team Manager
April 3, 2017 Dear Revdex.com Customer Relations Advocate: Thank you for allowing us another opportunity to respond to Mr*** concerns. To clarify, Mr***, is Mr. *** ***, ACT Manager in our Damage Mediation Team. The no response letter sent to Mr*** in February had Mr*** ***'s name on it. Please understand that we Mr*** is not an insurance employee or insurance adjuster he is mediator who was offering his services to assist Mr*** by being a mediator between Mr*** and the service provider that he alleges damaged his vehicleWe did not direct Mr*** to get his vehicle repairedWe asked for photos of the alleged damage caused to his vehicle and an estimate for repairs to fix the alleged damage. We have documented Mr*** feedback in his complaint file and again it is passed the day windowHis Damage allegation case will remain closedThere is nothing further that we can assist Mr*** with. *** *** Customer First Team Manager
October 26, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email sent on October 18, and would like to thank you for allowing us an opportunity to Respond to Ms. *** concerns. I spoke to Ms*** this morning and extending our apologies for
the inconvenience that we have caused her. I stated that we are aware of a system problem with our link to Car fax and are working on repairing the problem. I made myself available to her and offered to run a few Vehicle Identification Numbers for herI provided my contact detail to her via email. I trust that the above information will be helpful in your investigation of this matterSincerely, *** *** Customer First Team Manager Allstate Motor Club
Complaint: ***
I am rejecting this response because:Today I received a phone call from Allstate that barley helped at allI was told as stated in the original complaint that if their tow service came out I would ONLY be responsible for However although they advertise 24/assistance, I wasn't able to get assistance for about hours causing the state trooper to have to step in because my safety was at riskIf I was able to get the service I was offered and told I would get after waiting hours for someone to come, I would have never accumulated that expensePeople get insurance for an instance like this and it was not useful at allThe phone conversation contained only excuses placing the blame on the tow who was supposed to come out, the vender, and the representatives we spoke toThey never took any responsibility for having the customer waiting about hours for a service thats offered 24/We also spoke about the limit coverage they offer that she told me on multiple occasions was already enoughThe limit is towards outside tow service however, if I was able to get the tow service they promised I wouldn't have had to get and outside tow service at allThis situation had really upsetting, as she mentioned we have been with them since December but didn't mention the fact that she looked in the file and saw we had been with the company on and off for YEARSWhen the insurance lapsed we renewed itShe made it clear that giving us half of that amount was more than enough and being extremely lenient as they "normally don't do this"It seems like they normally don't care about there customer service or how their poor customer service affects their consumersThis is truly a shame, if they can reimburse half there is no reason they shouldn't cover the full expense as a result of everyone on there end failingAs a customer I should never have to pay more than what was promised because the service there offering wasn't available for hours and then put my own safety at riskIn conclusion, I would like the other half of the tow I had to pay due to all the mishaps that happen
Sincerely,
*** ***
August 29, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your letter dated August 11, and would like to thank you for allowing us the opportunity to address Mr*** concernsWe apologize to Mr*** any frustration and inconvenience this matter may
have caused him. Mrand Mrs*** paid for their 2016-Allstate Motor Club Platinum Elite Membership dues on an American Express account. On August 21, our Billing team issued a full credit for their 2016-paid membership dues in the amount of $163.50 back to their American Express account. Ms*** from our Damage Mediation Team spoke to Mrs*** on August 28, An agreement was made that we would reimburse Mrand Mrs*** for the cost of their $deductible, which Mrs*** appreciatedMrs*** informed Ms*** that she would prefer a refund check for her 2016-paid membership duesPlease understand that Ms*** did not have access to the membership payment information for Mr*** membership so she did not set the expectation that we would send her and her husband a refund checkRegrettably the credit to American Express has already been issuedI trust that the above information has been helpful in your investigation of this matterPlease contact me at 1-*** for I can be of any additional assistanceSincerely, *** ***Customer First Team Manager
May 27, 2016 Dear Revdex.com, Thank you for allowing our office another opportunity to respond to Mr*** concernsAs stated on page one on his Membership Guide to the Roadside Advantage Membership Plan, " If we are unable to dispatch service when you call us, a member
services
representative will provide you with an authorization number
You may then call a local provider of your choice and pay them directly
for services rendered" Again, we regret that we were unable to secure service with a contracted service provider however, we did search out of network and were able to secure service for Mrs***The out of network service provider was willing to bill Motor Club up to her $100.00 Emergency Road Service benefit limit and then she would have been responsible for $beyond her benefit limit. Mrs*** refused the dispatch service as she did not want to pay the $We are sorry we will no longer be Mrand Mrs*** Motor Club of choiceSincerely, *** *** Customer First Team Manager CALL-AHEAD SERVICE
August 1, Dear Revdex.com: We are in receipt of your email dated July 15, and would like to thank you for allowing our office the opportunity to respond to Mrs. *** concernsMs***, reached out to Mrs*** on July 18, and extended our sincerest
apologies for the frustration and inconvenience that she endured on July 6, 2016. Please be assured that our Management team has been made aware of Mrs. *** roadside event and will take the necessary corrective actions to try and prevent any similar situation from happening againMrs*** was going to fax her tire repair invoice to my attention for consideration of reimbursementAs of today, I have not received itI will reach out to Mrs*** this afternoon and ask her to fax me a copy of invoice. I trust that the above information has been helpful in your investigation of this matter. Sincerely, *** *** Customer First Team Manager
August 2, 2016, Dear Revdex.com: We thank you for allowing our office the opportunity to address Ms*** rejection sent to your office and further clarify her concerns. Ms*** is not an Associate Member, she is a Designated Other on the membershipAn Associate Member is a person living in the household between the ages of 16 and years of age. There is an additional fee paid for an Associate Member. Ms*** does not have any Associate Members on the membership so the maximum times the Emergency Road Service benefit can be used is four times during the membership period. I am sending Ms*** another Membership Guide to the Deluxe Membership Plan for her review. Should she still have questions about her membership benefits she can call me directly at *** My business hours are Monday through Friday from 7:am to 4:pm Central Standard TimeSincerely,*** *** Customer First Team Manager
Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
Dear Revdex.com:
We are in receipt of your email sent this morning.
We were unable to locate an Allstate Motor Club Membership Plan under Mr. [redacted]'s name and the mailing address that he provided your office.
Please...
provide us with his Allstate Motor Club membership number and the date of the roadside event in question.
Sincerely,
[redacted]
Customer First Team Manager
Allstate Motor Club
Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated October 7, 2016 and would like to thank you for allowing us an opportunity to respond to Ms. [redacted] allegations. The benefits of Ms[redacted] Allstate Motor Club Roadside Advantage Membership Plan follow...
the member, not the vehicle(s) in her household. In reviewing her membership only Ms. [redacted] is listed as the member, no one else. In reviewing the calls in question, the person calling was [redacted] who in not entitled to utilize the membership benefits. Ms. [redacted] was offered a Pay per Use dispatch service being that she is not a covered person on the membership. Ms. [redacted] stated that she is having someone bring [redacted] to the vehicle. Our Rescue Agent proceeds to secure service. [redacted] states that the area she was in was unsafe. Our Rescue Agent follows proper call handling procedure by telling [redacted] that is she feels she is isn a life threatening situation to call 911. [redacted] continues to have our Rescue Agent secure service for her. Service is successfully secured for [redacted] and the service provider that was dispatched is told that [redacted] must be present in order for them to provide the service because [redacted] is not covered. Our Rescue Agent gives the service provider Ms. [redacted] telephone number. The service provider contacts our office stating that they spoke to [redacted] and she told them she will not be with the vehicle. The service provider then tells [redacted] they are not going to do the tow. In conclusion, we did not deny service to Ms. [redacted] She was informed she was not entitled to use the membership benefits and for that reason we offered her a Pay Per Use dispatch service. She then told us [redacted] would be present with the vehicle so we proceeded to secure service through the membership benefits. When Ms. [redacted] could not be with the vehicle, [redacted] had the option to call us back and utilize the Pay per Use dispatch service. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
Initial Business Response /* (1000, 5, 2015/08/31) */
August 31, 2015
Dear Revdex.com Customer Relations Advocate:
We are in receipt of your email and would like to thank you for allowing our office and opportunity to respond to Mr. [redacted]'s concerns.
As Mr. [redacted] has requested, we have...
terminated his Allstate Motor Club Membership Plan. A credit for his 2014-2015 paid membership dues in the amount of $52.00 is being issued to his Visa credit/debit account.
We trust that the above information will be helpful in your investigation of this matter.
Sincerely,
Lynn [redacted]
Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because: First and foremost I do not know who is Mr. [redacted] The person in claims is named [redacted] and are conversation was done on the phone only no letters or emails. Are agreement was that I get in touch with him and keeping him informed about the incident there was No info about a Allstate Roadside Services has a 60 day window, post service date to submit documentation policy at least I was not informed about it. I was told by [redacted] to take the [redacted] to a reasonable service shop to get it repaired, so we did Are [redacted] was in the shop for 3 months we were with out transposition for months. When it was done I submitted a photo and the cost of repair to Mr.[redacted] and now we was told that can no longer review this complaint too much time. We asking for the amount that was needed to repair are [redacted].Thank you[redacted]
March 12, 2018 Dear Revdex.com: We are in receipt of your email dated February 28, 2018 and would like to thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. I spoke to Mr. [redacted] and extended our apologies for his recent roadside experience. I stated that after our...
investigation we did determine that his request for a tow out of an [redacted] Transmissions repair facility was a convenience tow. I explained that his vehicle was at a capable place of repair but he did not want [redacted] to do the repairs and this is considered a convenience tow. I apologized that our Rescue agent secured dispatch as a covered situation and we will provide the Rescue Agent with coaching. I apologized for the service miss made by the towing company on February 15, 2018 in which Mr. [redacted]'s dispatch call was inadvertently canceled by their company. This has been documented for our Network Performance Manager. Mr. [redacted] alleges that his car is still in at an impound facility incurring what he believes is $50.00 a day in storage fees. I offered Mr. [redacted] a good will accommodation check for $158.66. This amount represents his $100 towing and emergency road service benefit limit, $8.66 for two months of paid membership dues and $50 for the alleged cost of one day of storage. I confirmed his mailing address and stated he should receive the check within 5 to 7 business days. Mr. [redacted] stated he was not sure whether he would accept the check or not. I told him is decides not to he can return the check to us or destroy it. Mr. [redacted] then ended our conversation. I trust the above information was helpful in your investigation. Please contact me at [redacted] if I can be of any additional assistance. Sincerely, [redacted] Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because:I did not get the 24/7 hour service for over 4 hours causing it to be a safety issue. I appreciate them stating their sending out the half of the money, but I didn't have to pay half the money to rectify the situation I had to pay all of it. If they are not going to be able to provide 24/7 service for long periods of times, they should change there advertisement and make that very clear to customers so they can make an educated decision on buying a contract or not.
Sincerely,
[redacted]
October 11, 2017 Dear Revdex.com: We are in receipt of your email and would like to thank you for allowing our office an opportunity to responds to Mr*** concerns. Mr*** enrolled in the Allstate Motor Club Roadside Advantage Plan on October 19, He paid $for the membership year
The offer for enrollment had a First Year Satisfaction Money Back Guarantee. If he was dissatisfied with service received during the first year of membership he could request a cancellation of his membership and a full refund of his paid membership dues. Mr*** contacted our office on October 9, and canceled his membership alleging he was dissatisfied with the service that he received. He requested a full refund of his 2016-paid membership. On October 9, our Customer Service Representative sent a request to our Billing Team asking that they issue a full refund of Mr*** 2016-paid membership dues. A credit for $was issued to Mr*** *** account on October 10, 2017. This credit should post to his *** account within to seven business days. I trust that the above information was helpful in your investigation of this matterShould you have any additional questions, please contact me at *** Sincerely, *** *** Customer First Team Manager Allstate Motor Club
Initial Business Response /* (1000, 5, 2015/07/23) */
We regret that are unable to meet the request of reimbursement for the towThe customer enrolled on our website, the day he needed serviceThe first paragraph clearly states that commercial vehicles are not coveredPlease see
below-
https://www.allstatemotorclub.com/amcc/member_services/membershipplans.faces?_ad...⇄ /> Quick and Exceptional Emergency Roadside Assistance for you and your family24/
Driving a car, van, SUV, pick-up, motorcycle, or motorhome? You and your spouse are eligible for benefits in any non-commercial vehicle, whether you own, lease, rent or borrow itWe even cover your ATVs, trailer and other recreational vehicles
August 30, 2017 Dear Revdex.com Customer Relations Advocate:We are in receipt of your letter dated August 16, and would like to thank you for allowing our office an opportunity to respond to Ms*** concerns. Ms*** joined the Allstate Motor Club Roadside Advantage Plan on
December 8, 2016. She has a towing and emergency road service benefit limit of $I spoke to Ms*** this morning and extended our apologies for the time spent waiting for service only to have it not come through for herI told her that our Network Performance Manager has been made aware of the service miss made by our contracted service provider and will take the necessary level of corrective action to ensure a situation such as hers does not happen in the future. As stated in her complaint the State Trooper secured towing service for her. Ms* *** provided us with the name of the company, RJBOur Rescue Agent contacted *** and asked them if they would accept payment from us via credit card for $100, Ms*** maximum benefit limit. RJB accepted our $paymentRegrettably at the time that we spoke to *** that were not able to provide us with the drop off location for Ms*** vehicle but did tell us the cost to hook up her vehicle would be $and $per mile. So were unable to quote her an approximate out of pocket expenseWe had no way of knowing whether *** would be willing to tow Ms*** vehicle from Armonk, NY to Danbury, CT or whether they were going to tow the vehicle to a nearby repair facility. As a good will accommodation, I offered to reimburse Ms*** for half of her out of pocket expense, in the amount of $She accepted my offering but stated she was not satisfied and felt we should reimburse her for the full cost of her out of pocket expense in the amount of $371.95. I told Ms*** that I regret that she was not satisfied with our exceptional good will offering being that we had already covered her up to her maximum benefit limit. I told her that I have retained her comments in our complaint fileI provided her with my name and telephone number in case I can be of assistance to her in the futureWe politely ended our conversation. I trust that the above information has been helpful in your investigation of this matterShould you have any additional concerns or questions, please contact me at *** Sincerely, *** *** Customer First Team Manager Allstate Motor Club, Inc
November 12, Dear Revdex.com: We are in receipt of your emails concerning Ms*** complaint involving the Allstate Motor ClubThank you for allowing our office an opportunity to respond to her concerns, I personally spoke with Ms*** on October 29, I explained that her membership
enrollment his our Loss Control's possible fraud list, which resulted in her membership being canceled on September 8, 2015. I offered Ms*** a discount should she want to re-instate her membership with us. However, she declined my offerIf Ms*** has changed her mind and would like me to process a complimentary free year in the to Allstate Motor Club Roadside Advantage Plan, she can call me directly at 1-800-4***. My business hours are Monday through Friday from 6:am to 3:pm CST.Sincerely, *** ***Customer First Team ManagerAllstate Motor Club
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe company responded appropriately and resolved my complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/12) */
October 12,
Dear Revdex.com Customer Relations Advocate:
We are in receipt of your email dated October 6, and would like to thank you for allowing us an opportunity to respond to Mr***'s concerns
I spoke to Mr***
this morning and addressed his concernsA credit in the amount of $is being issued to his credit card
Mr*** appreciated the corrective actions we have taken and seemed satisfied with the resolution to his complaint
Sincerely,
*** ***
Customer First Team Manager
Allstate Motor Club
August 1, Dear Revdex.com: We are in receipt of your email dated July 30, and would like to thank you for allowing our office an opportunity to respond to Ms*** concerns*** *** and Ms. *** joined the Allstate Motor Club Deluxe Membership Plan on August 13,
2009. Membership materials including a Membership Guide to the Deluxe Membership Plan were issued to them upon their enrollment. Membership Guides were also issued to them upon each years subsequent years renewals. As stated on page four under Membership Information, "TEMPORARY SUSPENSION, CANCELLATION AND NON-RENEWAL,You may cancel your membership at any time simply by calling or writing to our Customer Service CenterWe may temporarily suspend or cancel certain membership benefits during a membership period for excessive use of the benefits and services we provideUse of your emergency road or towing service benefit four (4) times within any one membership period will result in the automatic suspension of that benefit until the beginning of your next membership periodIf your membership includes one or more paid associate members you are entitled to one (1) additional emergency road service occurrence Throughout such suspension period, we will continue to attempt to dispatch a service provider to you if you call us for helpYou, however, will be responsible for paying for the full cost of any services rendered" During their 2015-membership year they have used the Emergency Road Service Benefit on the following four dates, 11/5/2015, 11/18/2015, 3/5/and 4/13/2016. Therefore she was not entitled to sign and drive service when she called our office after 4/13/16. We provided her services based upon her memberships benefits and guidelines as defined in her Membership Guide. She is not entitled to a refund of her -paid membership dues. I trust that the above information has been helpful in your investigation of this matter. Sincerely, *** *** Customer First Team Manager
April 3, 2017 Dear Revdex.com Customer Relations Advocate: Thank you for allowing us another opportunity to respond to Mr*** concerns. To clarify, Mr***, is Mr. *** ***, ACT Manager in our Damage Mediation Team. The no response letter sent to Mr*** in February had Mr*** ***'s name on it. Please understand that we Mr*** is not an insurance employee or insurance adjuster he is mediator who was offering his services to assist Mr*** by being a mediator between Mr*** and the service provider that he alleges damaged his vehicleWe did not direct Mr*** to get his vehicle repairedWe asked for photos of the alleged damage caused to his vehicle and an estimate for repairs to fix the alleged damage. We have documented Mr*** feedback in his complaint file and again it is passed the day windowHis Damage allegation case will remain closedThere is nothing further that we can assist Mr*** with. *** *** Customer First Team Manager
October 26, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email sent on October 18, and would like to thank you for allowing us an opportunity to Respond to Ms. *** concerns. I spoke to Ms*** this morning and extending our apologies for
the inconvenience that we have caused her. I stated that we are aware of a system problem with our link to Car fax and are working on repairing the problem. I made myself available to her and offered to run a few Vehicle Identification Numbers for herI provided my contact detail to her via email. I trust that the above information will be helpful in your investigation of this matterSincerely, *** *** Customer First Team Manager Allstate Motor Club
Complaint: ***
I am rejecting this response because:Today I received a phone call from Allstate that barley helped at allI was told as stated in the original complaint that if their tow service came out I would ONLY be responsible for However although they advertise 24/assistance, I wasn't able to get assistance for about hours causing the state trooper to have to step in because my safety was at riskIf I was able to get the service I was offered and told I would get after waiting hours for someone to come, I would have never accumulated that expensePeople get insurance for an instance like this and it was not useful at allThe phone conversation contained only excuses placing the blame on the tow who was supposed to come out, the vender, and the representatives we spoke toThey never took any responsibility for having the customer waiting about hours for a service thats offered 24/We also spoke about the limit coverage they offer that she told me on multiple occasions was already enoughThe limit is towards outside tow service however, if I was able to get the tow service they promised I wouldn't have had to get and outside tow service at allThis situation had really upsetting, as she mentioned we have been with them since December but didn't mention the fact that she looked in the file and saw we had been with the company on and off for YEARSWhen the insurance lapsed we renewed itShe made it clear that giving us half of that amount was more than enough and being extremely lenient as they "normally don't do this"It seems like they normally don't care about there customer service or how their poor customer service affects their consumersThis is truly a shame, if they can reimburse half there is no reason they shouldn't cover the full expense as a result of everyone on there end failingAs a customer I should never have to pay more than what was promised because the service there offering wasn't available for hours and then put my own safety at riskIn conclusion, I would like the other half of the tow I had to pay due to all the mishaps that happen
Sincerely,
*** ***
August 29, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your letter dated August 11, and would like to thank you for allowing us the opportunity to address Mr*** concernsWe apologize to Mr*** any frustration and inconvenience this matter may
have caused him. Mrand Mrs*** paid for their 2016-Allstate Motor Club Platinum Elite Membership dues on an American Express account. On August 21, our Billing team issued a full credit for their 2016-paid membership dues in the amount of $163.50 back to their American Express account. Ms*** from our Damage Mediation Team spoke to Mrs*** on August 28, An agreement was made that we would reimburse Mrand Mrs*** for the cost of their $deductible, which Mrs*** appreciatedMrs*** informed Ms*** that she would prefer a refund check for her 2016-paid membership duesPlease understand that Ms*** did not have access to the membership payment information for Mr*** membership so she did not set the expectation that we would send her and her husband a refund checkRegrettably the credit to American Express has already been issuedI trust that the above information has been helpful in your investigation of this matterPlease contact me at 1-*** for I can be of any additional assistanceSincerely, *** ***Customer First Team Manager
May 27, 2016 Dear Revdex.com, Thank you for allowing our office another opportunity to respond to Mr*** concernsAs stated on page one on his Membership Guide to the Roadside Advantage Membership Plan, " If we are unable to dispatch service when you call us, a member
services
representative will provide you with an authorization number
You may then call a local provider of your choice and pay them directly
for services rendered" Again, we regret that we were unable to secure service with a contracted service provider however, we did search out of network and were able to secure service for Mrs***The out of network service provider was willing to bill Motor Club up to her $100.00 Emergency Road Service benefit limit and then she would have been responsible for $beyond her benefit limit. Mrs*** refused the dispatch service as she did not want to pay the $We are sorry we will no longer be Mrand Mrs*** Motor Club of choiceSincerely, *** *** Customer First Team Manager CALL-AHEAD SERVICE
August 1, Dear Revdex.com: We are in receipt of your email dated July 15, and would like to thank you for allowing our office the opportunity to respond to Mrs. *** concernsMs***, reached out to Mrs*** on July 18, and extended our sincerest
apologies for the frustration and inconvenience that she endured on July 6, 2016. Please be assured that our Management team has been made aware of Mrs. *** roadside event and will take the necessary corrective actions to try and prevent any similar situation from happening againMrs*** was going to fax her tire repair invoice to my attention for consideration of reimbursementAs of today, I have not received itI will reach out to Mrs*** this afternoon and ask her to fax me a copy of invoice. I trust that the above information has been helpful in your investigation of this matter. Sincerely, *** *** Customer First Team Manager
August 2, 2016, Dear Revdex.com: We thank you for allowing our office the opportunity to address Ms*** rejection sent to your office and further clarify her concerns. Ms*** is not an Associate Member, she is a Designated Other on the membershipAn Associate Member is a person living in the household between the ages of 16 and years of age. There is an additional fee paid for an Associate Member. Ms*** does not have any Associate Members on the membership so the maximum times the Emergency Road Service benefit can be used is four times during the membership period. I am sending Ms*** another Membership Guide to the Deluxe Membership Plan for her review. Should she still have questions about her membership benefits she can call me directly at *** My business hours are Monday through Friday from 7:am to 4:pm Central Standard TimeSincerely,*** *** Customer First Team Manager
Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
Dear Revdex.com:
We are in receipt of your email sent this morning.
We were unable to locate an Allstate Motor Club Membership Plan under Mr. [redacted]'s name and the mailing address that he provided your office.
Please...
provide us with his Allstate Motor Club membership number and the date of the roadside event in question.
Sincerely,
[redacted]
Customer First Team Manager
Allstate Motor Club
Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated October 7, 2016 and would like to thank you for allowing us an opportunity to respond to Ms. [redacted] allegations. The benefits of Ms[redacted] Allstate Motor Club Roadside Advantage Membership Plan follow...
the member, not the vehicle(s) in her household. In reviewing her membership only Ms. [redacted] is listed as the member, no one else. In reviewing the calls in question, the person calling was [redacted] who in not entitled to utilize the membership benefits. Ms. [redacted] was offered a Pay per Use dispatch service being that she is not a covered person on the membership. Ms. [redacted] stated that she is having someone bring [redacted] to the vehicle. Our Rescue Agent proceeds to secure service. [redacted] states that the area she was in was unsafe. Our Rescue Agent follows proper call handling procedure by telling [redacted] that is she feels she is isn a life threatening situation to call 911. [redacted] continues to have our Rescue Agent secure service for her. Service is successfully secured for [redacted] and the service provider that was dispatched is told that [redacted] must be present in order for them to provide the service because [redacted] is not covered. Our Rescue Agent gives the service provider Ms. [redacted] telephone number. The service provider contacts our office stating that they spoke to [redacted] and she told them she will not be with the vehicle. The service provider then tells [redacted] they are not going to do the tow. In conclusion, we did not deny service to Ms. [redacted] She was informed she was not entitled to use the membership benefits and for that reason we offered her a Pay Per Use dispatch service. She then told us [redacted] would be present with the vehicle so we proceeded to secure service through the membership benefits. When Ms. [redacted] could not be with the vehicle, [redacted] had the option to call us back and utilize the Pay per Use dispatch service. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
Initial Business Response /* (1000, 5, 2015/08/31) */
August 31, 2015
Dear Revdex.com Customer Relations Advocate:
We are in receipt of your email and would like to thank you for allowing our office and opportunity to respond to Mr. [redacted]'s concerns.
As Mr. [redacted] has requested, we have...
terminated his Allstate Motor Club Membership Plan. A credit for his 2014-2015 paid membership dues in the amount of $52.00 is being issued to his Visa credit/debit account.
We trust that the above information will be helpful in your investigation of this matter.
Sincerely,
Lynn [redacted]
Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because: First and foremost I do not know who is Mr. [redacted] The person in claims is named [redacted] and are conversation was done on the phone only no letters or emails. Are agreement was that I get in touch with him and keeping him informed about the incident there was No info about a Allstate Roadside Services has a 60 day window, post service date to submit documentation policy at least I was not informed about it. I was told by [redacted] to take the [redacted] to a reasonable service shop to get it repaired, so we did Are [redacted] was in the shop for 3 months we were with out transposition for months. When it was done I submitted a photo and the cost of repair to Mr.[redacted] and now we was told that can no longer review this complaint too much time. We asking for the amount that was needed to repair are [redacted].Thank you[redacted]
Sincerely,
[redacted]
March 12, 2018 Dear Revdex.com: We are in receipt of your email dated February 28, 2018 and would like to thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. I spoke to Mr. [redacted] and extended our apologies for his recent roadside experience. I stated that after our...
investigation we did determine that his request for a tow out of an [redacted] Transmissions repair facility was a convenience tow. I explained that his vehicle was at a capable place of repair but he did not want [redacted] to do the repairs and this is considered a convenience tow. I apologized that our Rescue agent secured dispatch as a covered situation and we will provide the Rescue Agent with coaching. I apologized for the service miss made by the towing company on February 15, 2018 in which Mr. [redacted]'s dispatch call was inadvertently canceled by their company. This has been documented for our Network Performance Manager. Mr. [redacted] alleges that his car is still in at an impound facility incurring what he believes is $50.00 a day in storage fees. I offered Mr. [redacted] a good will accommodation check for $158.66. This amount represents his $100 towing and emergency road service benefit limit, $8.66 for two months of paid membership dues and $50 for the alleged cost of one day of storage. I confirmed his mailing address and stated he should receive the check within 5 to 7 business days. Mr. [redacted] stated he was not sure whether he would accept the check or not. I told him is decides not to he can return the check to us or destroy it. Mr. [redacted] then ended our conversation. I trust the above information was helpful in your investigation. Please contact me at [redacted] if I can be of any additional assistance. Sincerely, [redacted] Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because:I did not get the 24/7 hour service for over 4 hours causing it to be a safety issue. I appreciate them stating their sending out the half of the money, but I didn't have to pay half the money to rectify the situation I had to pay all of it. If they are not going to be able to provide 24/7 service for long periods of times, they should change there advertisement and make that very clear to customers so they can make an educated decision on buying a contract or not.
Sincerely,
[redacted]