Complaint: [redacted]
I am rejecting this response because: The "rules" are in such an obsolete place, well hidden, that allstate should be ashamed! When you look at the so called 'benefits' it does NOT state the exceptions, or I would never have wasted my money! Only hidden within a bunch of useless words, will you find it listed!Very disappointed with a company I used to think was classy..
Sincerely,
[redacted]
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]
September 15, 2017 Dear Revdex.com: Thank you for sharing Ms[redacted]'s additional comments and feedback with us. We have placed these comments in our complaint file. We regret that Ms[redacted] is still not satisfied with our good will offerings by covering her for her towing expense beyond her maximum emergency road service benefit limit. We covered her based on our contract obligations as well as an additional $185.98. We do realize that at times no matter what efforts we make or good will offerings that we extend to customer there are those rare situations that we just cannot satisfy the customer. Ms[redacted]'s comments have been well documented in our corporate complaint system and we have closed our file. Sincerely, [redacted] Customer First Team Manager
November 19, 2015 Dear Revdex.com: Thank you for allowing our office an opportunity to respond to [redacted] concerns. Please be advised that [redacted] was not a member in the Allstate Motor Club Platinum Elite Membership Plan when he called our office on October 30, 2015 But joined after...
speak with the first Call Center representative. . The first Call Center representative informed him that he was not an Allstate Motor Club member but he did have a reimbursement towing and roadside coverage on his Allstate automobile policy. The representative offered to secure service for him if he provides us with a major credit card and asks what type of service he needs. [redacted] explains that he has a flat tire and that his spare tire was already placed on for a flat tire that occurred earlier. He asks that we send someone out to bring him a tire. The Call Center representative explains that we do not deliver tires but states we can arrange towing service for him. He was then quoted a Dispatch fee of $99.00 for the first five miles of towing and then $4.25 per mile after the first five. [redacted] asks again if we can deliver a tire to him. The Call Center representative re-iterates that tire delivery is not a covered service. [redacted] then asks if we can send someone out to him to take him to buy a tire, then return to his vehicle and change the flat tire. He was told this too is not a covered service. He then asks that we set up towing service for him. The Call Center representative says she will set him up for a Pay Per Use dispatch call and [redacted] then asks if he can sign up for a Motor Club Membership Plan. [redacted] was transferred to our Customer Service department. This Call Center representative re-iterates all the information that our first Call Center representative provided him. [redacted] again asks if we can bring him a tire or send someone out to take him to but a tire. The membership are again explained to him. This Call Center representative processes his enrollment and arranges dispatch service for him. At no time during [redacted] conversations with our Call Center representatives on October 30, 2015 did he inquire about the Tire and Wheel Road Hazard reimbursement benefit as he alleges in his complaint. He terminated his membership retroactive to the date of enrollment, October 30, 2015. He received a full credit for his paid membership dues. I spoke to [redacted] yesterday and informed him of the call recordings that I reviewed, I explained the Tire and Wheel Road Hazard reimbursement benefit and the process that needs to be followed in order to submit a claim for consideration of reimbursement. Because we value him as an Allstate Insurance policy holder, I offered him a complimentary free year in the Platinum Elite Membership Plan.[redacted] accepted the free membership. I provided him with his new membership number this morning. I trust that the above information will be helpful in your investigation of this matter. Sincerely, [redacted]Customer First Team Manager
June 7, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated May 31, 2017 and would like to thank you for allowing our office an opportunity to respond to Mrs. [redacted] complaint. I spoke to Mrs. [redacted] and extended our apologies. I told her that...
we will review the call recordings from her May 27, 2017 roadside event, determine what services misses may have occurred and take the necessary corrective actions with the representative(s) involved. We are issuing Mrs. [redacted] a refund check in the amount of $89.00 for her 2017-2018 paid membership due. She was satisfied with the refund. Mrs. [redacted] should receive the check within seven to ten business days. I trust that the above information has been helpful in your investigation of this matter. Should you have any additional questions, please contact me at [redacted]. Sincerely, [redacted] Customer First Team ManagerAllstate Motor Club
January 27, 2017 Dear Revdex.com: We are in receipt of your email concerning Mr. [redacted]'s complaint filed with your office and would like to thank you for allowing us the opportunity to resolve his concerns. I had a pleasant conversation this morning with Mr. [redacted]. I extended our...
apologies for his membership not being canceled in October of 2015 and rather a 30% discount being applied off his 2015-2016 membership dues. I told him that the refund that he received in October of 2015 was more money refunded that if his membership had been canceled. We are issuing him a full refund of his 2016-2017 paid membership dues in the amount of $89.00. Mr. [redacted] stated that he appreciated the refund and my call. He was satisfied with the resolution. I trust that the above information has been helpful in your investigation of this matter. Please contact me at 1-800-487-3161 if you have any additional questions or concerns. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
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]
August 16, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email from August 9, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] concerns. Our office received two other complaints that Ms. [redacted] filed...
one through an Allstate I Report and the other filed through an Allstate Insurance Agency. Marlene [redacted] sent Ms. [redacted] an email on August 14, 2017 in which she extended our apologies, recognized service misses made by our Rescue Agents and stated that we are taking corrective actions. Ms. [redacted] stated that we are issuing a full credit for her 2016-2017 member's dues in the amount of $210.00 back to Ms. [redacted]'s credit card and that we are processing her November 9, 2017 renewal dues for her free of charge. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
April 1, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated March 23, 2017 and would like to thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. The date of the alleged loss was January 2, 2017. Mr. [redacted] reported the...
loss to our office on January 23, 2017. Mr. [redacted] reached out to him on January 24, 2017 to discuss the alleged damages. At that time, Mr. [redacted] asked for photos of the damage and an estimate for repairs. Mr. [redacted] placed a follow up call to Mr. [redacted] on February 6, 2017 asking for photos and an estimate for repairs. As of February 14, 2017 Mr. [redacted] still had not received photos or an estimate for repairs from Mr. [redacted]. Mr. [redacted] sent Mr. [redacted] a letter on Feb 14, 2017 stating we have contacted him on three occasions and have not received a response. Mr. [redacted] stated in this letter that if he wants us to continue his investigation then Mr. [redacted] needs to contact Mr. [redacted] within ten days. The complaint filed was then closed On March 22, 2017 Mr. [redacted] called Mr. [redacted]. Mr. [redacted] confirmed that he received the photos and estimates and told him that due to the length of time that has passed from the date the alleges damage was caused until the date that we received photos and estimates we can no longer review his complaint as too much time has lapsed to conduct a proper review. Please be advised that Allstate Roadside Services has a 60 day window, post service date to submit documentation. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted]Customer First Team Manager The next time that Mr. [redacted]
June 27, 2017 Revdex.com Customer Relations Advocate: We are in receipt of your email dated June 20, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] complaint. I spoke to Ms. [redacted] this morning and thanked her for bringing her concerns to our...
attention. I told her that we made an error in our letter sent to her by stating she would receive a refund of paid membership dues. I told Ms. [redacted] that we are honoring our letter. A prorated refund of her paid membership dues in the amount of $122.00 has been issued to her [redacted] account. Ms. [redacted] thanked me for calling and resolving her concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club, Inc
June 13, 2016 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email and would like to thank you for allowing us the opportunity to respond to Ms. [redacted] concerns.I spoke to Ms[redacted] this morning and extended our apologies for the inconvenience and frustration that she endured...
in and effort to receive reimbursement towing. I stated that reimbursement has been processed for $75.00. She should receive the check within seven business days. Ms[redacted] had no additional questions or concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
February 15, 2017 Dear Revdex.com: We are in receipt of your email dated February 5, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] concerns.Ms. [redacted] joined the Allstate Motor Club Platinum Elite Membership Plan on October 6, 2016. . I spoke with...
Ms. [redacted] on February 14, 2017 and addressed her concerns. We are issuing a credit to her [redacted] account in the amount of $16.74. This amount is the remaining balance of her 2016-2017 paid membership dues. Ms. [redacted] was satisfied and thanked me for calling. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
April 21, 2017 Dear Revdex.com Customer Relations Advocate, Thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. Mr. [redacted] membership Plan is a dispatch product only and he must call our office first when needing roadside assistance. In the event that we...
are unable to secure service for him we will assign him an Authorization Number that he must include with his reimbursement request. In this case, he did not call our office first and did not obtain an Authorization Number. This is why his reimbursement request was denied. I spoke to Mr. [redacted] this morning and reminded him of his membership guidelines. I stated in the future he needs to call us first. I informed Mr. [redacted] that we have made a one-time exception and are issuing him reimbursement up to his $100 benefit limit for the tow that he had on March 21, 2017. He appreciated the reimbursement and had no other concerns or questions. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
August 31, 2017 Dear Revdex.com: Please know that we have carefully taken into consideration Ms[redacted]’s feedback and regret that we cannot accommodate her request for reimbursement of her out of pocket cost for service, Because we agree that the level of service was disappointing and the length of wait time for assistance was unacceptable we have extended a generous goodwill accommodation. The payment we have processed for $185.98 is above and beyond Mrs[redacted]’s benefit limit.While we are disappointed in our failure to agree on resolution we maintain our position and can extend no further compensation. We have updated our record to include Ms[redacted]’s additional communication. Thank you [redacted]
August 10, 2016 Dear Revdex.com: We are in receipt of your email dated August 4, 2016 and would like to thank you for allowing us the opportunity to respond to Ms. [redacted] concerns. I reached out to Ms[redacted] and extended our apologies for her recent roadside experiences that she had. I...
assured her that the necessary level of corrective action will be taken to try and prevent any similar situation from happening in the future. As she requested, we have canceled the membership and are issuing a full refund of the 2016-2017 paid membership dues. Ms[redacted] was pleased and had no other concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because: Very simply, you pay for Roadside Assistance for your family believing they will be safe if stranded on the side of the road in the dark, female with no protection. You can make up all the ** you want to try to excuse the fact that you left my wife in danger. This has NEVER happened in the years I was with AAA, and I have profusely apologized to my family for switching to Allstate to save a few bucks during a promotion. It never once crossed my mind you would leave my wife stranded in the dark like that for a simple freaking tire change. We are back with [redacted] who has assured me in the same situation (A) they would not have to continuously "search for an out of network provider" as they have plenty of providers contracted, and (B) they would get my wife to safety and work any issues out later that may have occurred. I have forwarded all of the information regarding this tragedy to [redacted]. My goal is to get the word out to try to protect other families before something VERY bad happens because Allstate does not have sufficient network providers and strong-arms women into paying extra because they're in a dangerous position and don't know what else to do in an emergency. I've also cancelled my auto insurance with Allstate and went with another provider for that as well. People need to know you are NOT in good hands with Allstate!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The "rules" are in such an obsolete place, well hidden, that allstate should be ashamed! When you look at the so called 'benefits' it does NOT state the exceptions, or I would never have wasted my money! Only hidden within a bunch of useless words, will you find it listed!Very disappointed with a company I used to think was classy..
Sincerely,
[redacted]
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]
September 15, 2017 Dear Revdex.com: Thank you for sharing Ms[redacted]'s additional comments and feedback with us. We have placed these comments in our complaint file. We regret that Ms[redacted] is still not satisfied with our good will offerings by covering her for her towing expense beyond her maximum emergency road service benefit limit. We covered her based on our contract obligations as well as an additional $185.98. We do realize that at times no matter what efforts we make or good will offerings that we extend to customer there are those rare situations that we just cannot satisfy the customer. Ms[redacted]'s comments have been well documented in our corporate complaint system and we have closed our file. Sincerely, [redacted] Customer First Team Manager
November 19, 2015 Dear Revdex.com: Thank you for allowing our office an opportunity to respond to [redacted] concerns. Please be advised that [redacted] was not a member in the Allstate Motor Club Platinum Elite Membership Plan when he called our office on October 30, 2015 But joined after...
speak with the first Call Center representative. . The first Call Center representative informed him that he was not an Allstate Motor Club member but he did have a reimbursement towing and roadside coverage on his Allstate automobile policy. The representative offered to secure service for him if he provides us with a major credit card and asks what type of service he needs. [redacted] explains that he has a flat tire and that his spare tire was already placed on for a flat tire that occurred earlier. He asks that we send someone out to bring him a tire. The Call Center representative explains that we do not deliver tires but states we can arrange towing service for him. He was then quoted a Dispatch fee of $99.00 for the first five miles of towing and then $4.25 per mile after the first five. [redacted] asks again if we can deliver a tire to him. The Call Center representative re-iterates that tire delivery is not a covered service. [redacted] then asks if we can send someone out to him to take him to buy a tire, then return to his vehicle and change the flat tire. He was told this too is not a covered service. He then asks that we set up towing service for him. The Call Center representative says she will set him up for a Pay Per Use dispatch call and [redacted] then asks if he can sign up for a Motor Club Membership Plan. [redacted] was transferred to our Customer Service department. This Call Center representative re-iterates all the information that our first Call Center representative provided him. [redacted] again asks if we can bring him a tire or send someone out to take him to but a tire. The membership are again explained to him. This Call Center representative processes his enrollment and arranges dispatch service for him. At no time during [redacted] conversations with our Call Center representatives on October 30, 2015 did he inquire about the Tire and Wheel Road Hazard reimbursement benefit as he alleges in his complaint. He terminated his membership retroactive to the date of enrollment, October 30, 2015. He received a full credit for his paid membership dues. I spoke to [redacted] yesterday and informed him of the call recordings that I reviewed, I explained the Tire and Wheel Road Hazard reimbursement benefit and the process that needs to be followed in order to submit a claim for consideration of reimbursement. Because we value him as an Allstate Insurance policy holder, I offered him a complimentary free year in the Platinum Elite Membership Plan.[redacted] accepted the free membership. I provided him with his new membership number this morning. I trust that the above information will be helpful in your investigation of this matter. Sincerely, [redacted]Customer First Team Manager
June 7, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated May 31, 2017 and would like to thank you for allowing our office an opportunity to respond to Mrs. [redacted] complaint. I spoke to Mrs. [redacted] and extended our apologies. I told her that...
we will review the call recordings from her May 27, 2017 roadside event, determine what services misses may have occurred and take the necessary corrective actions with the representative(s) involved. We are issuing Mrs. [redacted] a refund check in the amount of $89.00 for her 2017-2018 paid membership due. She was satisfied with the refund. Mrs. [redacted] should receive the check within seven to ten business days. I trust that the above information has been helpful in your investigation of this matter. Should you have any additional questions, please contact me at [redacted]. Sincerely, [redacted] Customer First Team ManagerAllstate Motor Club
January 27, 2017 Dear Revdex.com: We are in receipt of your email concerning Mr. [redacted]'s complaint filed with your office and would like to thank you for allowing us the opportunity to resolve his concerns. I had a pleasant conversation this morning with Mr. [redacted]. I extended our...
apologies for his membership not being canceled in October of 2015 and rather a 30% discount being applied off his 2015-2016 membership dues. I told him that the refund that he received in October of 2015 was more money refunded that if his membership had been canceled. We are issuing him a full refund of his 2016-2017 paid membership dues in the amount of $89.00. Mr. [redacted] stated that he appreciated the refund and my call. He was satisfied with the resolution. I trust that the above information has been helpful in your investigation of this matter. Please contact me at 1-800-487-3161 if you have any additional questions or concerns. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
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]
August 16, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email from August 9, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] concerns. Our office received two other complaints that Ms. [redacted] filed...
one through an Allstate I Report and the other filed through an Allstate Insurance Agency. Marlene [redacted] sent Ms. [redacted] an email on August 14, 2017 in which she extended our apologies, recognized service misses made by our Rescue Agents and stated that we are taking corrective actions. Ms. [redacted] stated that we are issuing a full credit for her 2016-2017 member's dues in the amount of $210.00 back to Ms. [redacted]'s credit card and that we are processing her November 9, 2017 renewal dues for her free of charge. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
April 1, 2017 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated March 23, 2017 and would like to thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. The date of the alleged loss was January 2, 2017. Mr. [redacted] reported the...
loss to our office on January 23, 2017. Mr. [redacted] reached out to him on January 24, 2017 to discuss the alleged damages. At that time, Mr. [redacted] asked for photos of the damage and an estimate for repairs. Mr. [redacted] placed a follow up call to Mr. [redacted] on February 6, 2017 asking for photos and an estimate for repairs. As of February 14, 2017 Mr. [redacted] still had not received photos or an estimate for repairs from Mr. [redacted]. Mr. [redacted] sent Mr. [redacted] a letter on Feb 14, 2017 stating we have contacted him on three occasions and have not received a response. Mr. [redacted] stated in this letter that if he wants us to continue his investigation then Mr. [redacted] needs to contact Mr. [redacted] within ten days. The complaint filed was then closed On March 22, 2017 Mr. [redacted] called Mr. [redacted]. Mr. [redacted] confirmed that he received the photos and estimates and told him that due to the length of time that has passed from the date the alleges damage was caused until the date that we received photos and estimates we can no longer review his complaint as too much time has lapsed to conduct a proper review. Please be advised that Allstate Roadside Services has a 60 day window, post service date to submit documentation. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted]Customer First Team Manager The next time that Mr. [redacted]
June 27, 2017 Revdex.com Customer Relations Advocate: We are in receipt of your email dated June 20, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] complaint. I spoke to Ms. [redacted] this morning and thanked her for bringing her concerns to our...
attention. I told her that we made an error in our letter sent to her by stating she would receive a refund of paid membership dues. I told Ms. [redacted] that we are honoring our letter. A prorated refund of her paid membership dues in the amount of $122.00 has been issued to her [redacted] account. Ms. [redacted] thanked me for calling and resolving her concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club, Inc
June 13, 2016 Dear Revdex.com Customer Relations Advocate: We are in receipt of your email and would like to thank you for allowing us the opportunity to respond to Ms. [redacted] concerns.I spoke to Ms[redacted] this morning and extended our apologies for the inconvenience and frustration that she endured...
in and effort to receive reimbursement towing. I stated that reimbursement has been processed for $75.00. She should receive the check within seven business days. Ms[redacted] had no additional questions or concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
February 15, 2017 Dear Revdex.com: We are in receipt of your email dated February 5, 2017 and would like to thank you for allowing our office an opportunity to respond to Ms. [redacted] concerns.Ms. [redacted] joined the Allstate Motor Club Platinum Elite Membership Plan on October 6, 2016. . I spoke with...
Ms. [redacted] on February 14, 2017 and addressed her concerns. We are issuing a credit to her [redacted] account in the amount of $16.74. This amount is the remaining balance of her 2016-2017 paid membership dues. Ms. [redacted] was satisfied and thanked me for calling. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
April 21, 2017 Dear Revdex.com Customer Relations Advocate, Thank you for allowing us the opportunity to respond to Mr. [redacted] concerns. Mr. [redacted] membership Plan is a dispatch product only and he must call our office first when needing roadside assistance. In the event that we...
are unable to secure service for him we will assign him an Authorization Number that he must include with his reimbursement request. In this case, he did not call our office first and did not obtain an Authorization Number. This is why his reimbursement request was denied. I spoke to Mr. [redacted] this morning and reminded him of his membership guidelines. I stated in the future he needs to call us first. I informed Mr. [redacted] that we have made a one-time exception and are issuing him reimbursement up to his $100 benefit limit for the tow that he had on March 21, 2017. He appreciated the reimbursement and had no other concerns or questions. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
August 31, 2017 Dear Revdex.com: Please know that we have carefully taken into consideration Ms[redacted]’s feedback and regret that we cannot accommodate her request for reimbursement of her out of pocket cost for service, Because we agree that the level of service was disappointing and the length of wait time for assistance was unacceptable we have extended a generous goodwill accommodation. The payment we have processed for $185.98 is above and beyond Mrs[redacted]’s benefit limit.While we are disappointed in our failure to agree on resolution we maintain our position and can extend no further compensation. We have updated our record to include Ms[redacted]’s additional communication. Thank you [redacted]
August 10, 2016 Dear Revdex.com: We are in receipt of your email dated August 4, 2016 and would like to thank you for allowing us the opportunity to respond to Ms. [redacted] concerns. I reached out to Ms[redacted] and extended our apologies for her recent roadside experiences that she had. I...
assured her that the necessary level of corrective action will be taken to try and prevent any similar situation from happening in the future. As she requested, we have canceled the membership and are issuing a full refund of the 2016-2017 paid membership dues. Ms[redacted] was pleased and had no other concerns. I trust that the above information has been helpful in your investigation of this matter. Sincerely, [redacted] Customer First Team Manager
Complaint: [redacted]
I am rejecting this response because: Very simply, you pay for Roadside Assistance for your family believing they will be safe if stranded on the side of the road in the dark, female with no protection. You can make up all the ** you want to try to excuse the fact that you left my wife in danger. This has NEVER happened in the years I was with AAA, and I have profusely apologized to my family for switching to Allstate to save a few bucks during a promotion. It never once crossed my mind you would leave my wife stranded in the dark like that for a simple freaking tire change. We are back with [redacted] who has assured me in the same situation (A) they would not have to continuously "search for an out of network provider" as they have plenty of providers contracted, and (B) they would get my wife to safety and work any issues out later that may have occurred. I have forwarded all of the information regarding this tragedy to [redacted]. My goal is to get the word out to try to protect other families before something VERY bad happens because Allstate does not have sufficient network providers and strong-arms women into paying extra because they're in a dangerous position and don't know what else to do in an emergency. I've also cancelled my auto insurance with Allstate and went with another provider for that as well. People need to know you are NOT in good hands with Allstate!
Sincerely,
[redacted]