January 27, 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 concernsI had a pleasant conversation this morning with Mr [redacted] I extended our apologies for his membership not being canceled in October of and rather a 30% discount being applied off his 2015-membership duesI told him that the refund that he received in October of was more money refunded that if his membership had been canceledWe are issuing him a full refund of his 2016-paid membership dues in the amount of $Mr [redacted] stated that he appreciated the refund and my callHe was satisfied with the resolutionI trust that the above information has been helpful in your investigation of this matterPlease contact me at 1-800-487-if you have any additional questions or concernsSincerely, [redacted] Customer First Team Manager Allstate Motor Club
September 15, Dear Revdex.com: Thank you for sharing Ms [redacted] ***'s additional comments and feedback with usWe have placed these comments in our complaint fileWe 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 limitWe covered her based on our contract obligations as well as an additional $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 customerMs [redacted] ***'s comments have been well documented in our corporate complaint system and we have closed our fileSincerely, [redacted] Customer First Team Manager
August 31, 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 $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 compensationWe have updated our record to include Ms [redacted] ***’s additional communicationThank you [redacted]
April 1, Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated March 23, and would like to thank you for allowing us the opportunity to respond to Mr [redacted] concernsThe date of the alleged loss was January 2, Mr [redacted] reported the loss to our office on January 23, Mr [redacted] reached out to him on January 24, to discuss the alleged damagesAt that time, Mr [redacted] asked for photos of the damage and an estimate for repairsMr [redacted] placed a follow up call to Mr [redacted] on February 6, asking for photos and an estimate for repairsAs of February 14, 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, stating we have contacted him on three occasions and have not received a responseMr [redacted] stated in this letter that if he wants us to continue his investigation then Mr [redacted] needs to contact Mr [redacted] within ten daysThe complaint filed was then closed On March 22, 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 reviewPlease be advised that Allstate Roadside Services has a day window, post service date to submit documentationI 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 13, 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 $She should receive the check within seven business daysMs [redacted] *** had no additional questions or concernsI trust that the above information has been helpful in your investigation of this matterSincerely, [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 emailsAre 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 day window, post service date to submit documentation policy at least I was not informed about itI 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 months we were with out transposition for monthsWhen 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 timeWe asking for the amount that was needed to repair are ***.Thank you [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 31, 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 PlanA credit for his 2014-paid membership dues in the amount of $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
August 16, 2017 Dear BBB 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
June 27, Revdex.com Customer Relations Advocate: We are in receipt of your email dated June 20, and would like to thank you for allowing our office an opportunity to respond to Ms [redacted] complaintI spoke to Ms [redacted] this morning and thanked her for bringing her concerns to our attentionI told her that we made an error in our letter sent to her by stating she would receive a refund of paid membership duesI told Ms [redacted] that we are honoring our letterA prorated refund of her paid membership dues in the amount of $has been issued to her [redacted] accountMs [redacted] thanked me for calling and resolving her concernsI trust that the above information has been helpful in your investigation of this matterSincerely, [redacted] Customer First Team Manager Allstate Motor Club, Inc
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]
April 21, Dear Revdex.com Customer Relations Advocate, Thank you for allowing us the opportunity to respond to Mr [redacted] concernsMr [redacted] membership Plan is a dispatch product only and he must call our office first when needing roadside assistanceIn 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 requestIn this case, he did not call our office first and did not obtain an Authorization NumberThis is why his reimbursement request was deniedI spoke to Mr [redacted] this morning and reminded him of his membership guidelinesI stated in the future he needs to call us firstI informed Mr*** that we have made a one-time exception and are issuing him reimbursement up to his $benefit limit for the tow that he had on March 21, He appreciated the reimbursement and had no other concerns or questionsI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager
February 15, Dear Revdex.com: We are in receipt of your email dated February 5, 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, I spoke with Ms [redacted] on February 14, and addressed her concernsWe are issuing a credit to her [redacted] account in the amount of $This amount is the remaining balance of her 2016-paid membership duesMs [redacted] was satisfied and thanked me for callingI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
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]
November 19, Dear Revdex.com: Thank you for allowing our office an opportunity to respond to [redacted] concernsPlease 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, But joined after speak with the first Call Center representativeThe 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 policyThe 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 earlierHe asks that we send someone out to bring him a tireThe Call Center representative explains that we do not deliver tires but states we can arrange towing service for himHe was then quoted a Dispatch fee of $for the first five miles of towing and then $per mile after the first five [redacted] asks again if we can deliver a tire to himThe 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 tireHe was told this too is not a covered serviceHe 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 departmentThis 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 tireThe membership are again explained to himThis Call Center representative processes his enrollment and arranges dispatch service for himAt no time during [redacted] conversations with our Call Center representatives on October 30, did he inquire about the Tire and Wheel Road Hazard reimbursement benefit as he alleges in his complaintHe terminated his membership retroactive to the date of enrollment, October 30, 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 reimbursementBecause 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 membershipI provided him with his new membership number this morningI trust that the above information will be helpful in your investigation of this matterSincerely, [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 [redacted] 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] ***
August 10, Dear Revdex.com: We are in receipt of your email dated August 4, and would like to thank you for allowing us the opportunity to respond to Ms [redacted] concernsI reached out to Ms [redacted] and extended our apologies for her recent roadside experiences that she hadI assured her that the necessary level of corrective action will be taken to try and prevent any similar situation from happening in the futureAs she requested, we have canceled the membership and are issuing a full refund of the 2016-paid membership duesMs [redacted] was pleased and had no other concernsI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager
January 27, 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 concernsI had a pleasant conversation this morning with Mr [redacted] I extended our apologies for his membership not being canceled in October of and rather a 30% discount being applied off his 2015-membership duesI told him that the refund that he received in October of was more money refunded that if his membership had been canceledWe are issuing him a full refund of his 2016-paid membership dues in the amount of $Mr [redacted] stated that he appreciated the refund and my callHe was satisfied with the resolutionI trust that the above information has been helpful in your investigation of this matterPlease contact me at 1-800-487-if you have any additional questions or concernsSincerely, [redacted] Customer First Team Manager Allstate Motor Club
September 15, Dear Revdex.com: Thank you for sharing Ms [redacted] ***'s additional comments and feedback with usWe have placed these comments in our complaint fileWe 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 limitWe covered her based on our contract obligations as well as an additional $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 customerMs [redacted] ***'s comments have been well documented in our corporate complaint system and we have closed our fileSincerely, [redacted] Customer First Team Manager
August 31, 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 $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 compensationWe have updated our record to include Ms [redacted] ***’s additional communicationThank you [redacted]
April 1, Dear Revdex.com Customer Relations Advocate: We are in receipt of your email dated March 23, and would like to thank you for allowing us the opportunity to respond to Mr [redacted] concernsThe date of the alleged loss was January 2, Mr [redacted] reported the loss to our office on January 23, Mr [redacted] reached out to him on January 24, to discuss the alleged damagesAt that time, Mr [redacted] asked for photos of the damage and an estimate for repairsMr [redacted] placed a follow up call to Mr [redacted] on February 6, asking for photos and an estimate for repairsAs of February 14, 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, stating we have contacted him on three occasions and have not received a responseMr [redacted] stated in this letter that if he wants us to continue his investigation then Mr [redacted] needs to contact Mr [redacted] within ten daysThe complaint filed was then closed On March 22, 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 reviewPlease be advised that Allstate Roadside Services has a day window, post service date to submit documentationI 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 13, 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 $She should receive the check within seven business daysMs [redacted] *** had no additional questions or concernsI trust that the above information has been helpful in your investigation of this matterSincerely, [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 emailsAre 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 day window, post service date to submit documentation policy at least I was not informed about itI 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 months we were with out transposition for monthsWhen 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 timeWe asking for the amount that was needed to repair are ***.Thank you [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 31, 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 PlanA credit for his 2014-paid membership dues in the amount of $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
August 16, 2017 Dear BBB 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
June 27, Revdex.com Customer Relations Advocate: We are in receipt of your email dated June 20, and would like to thank you for allowing our office an opportunity to respond to Ms [redacted] complaintI spoke to Ms [redacted] this morning and thanked her for bringing her concerns to our attentionI told her that we made an error in our letter sent to her by stating she would receive a refund of paid membership duesI told Ms [redacted] that we are honoring our letterA prorated refund of her paid membership dues in the amount of $has been issued to her [redacted] accountMs [redacted] thanked me for calling and resolving her concernsI trust that the above information has been helpful in your investigation of this matterSincerely, [redacted] Customer First Team Manager Allstate Motor Club, Inc
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]
April 21, Dear Revdex.com Customer Relations Advocate, Thank you for allowing us the opportunity to respond to Mr [redacted] concernsMr [redacted] membership Plan is a dispatch product only and he must call our office first when needing roadside assistanceIn 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 requestIn this case, he did not call our office first and did not obtain an Authorization NumberThis is why his reimbursement request was deniedI spoke to Mr [redacted] this morning and reminded him of his membership guidelinesI stated in the future he needs to call us firstI informed Mr*** that we have made a one-time exception and are issuing him reimbursement up to his $benefit limit for the tow that he had on March 21, He appreciated the reimbursement and had no other concerns or questionsI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager
February 15, Dear Revdex.com: We are in receipt of your email dated February 5, 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, I spoke with Ms [redacted] on February 14, and addressed her concernsWe are issuing a credit to her [redacted] account in the amount of $This amount is the remaining balance of her 2016-paid membership duesMs [redacted] was satisfied and thanked me for callingI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager Allstate Motor Club
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]
November 19, Dear Revdex.com: Thank you for allowing our office an opportunity to respond to [redacted] concernsPlease 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, But joined after speak with the first Call Center representativeThe 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 policyThe 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 earlierHe asks that we send someone out to bring him a tireThe Call Center representative explains that we do not deliver tires but states we can arrange towing service for himHe was then quoted a Dispatch fee of $for the first five miles of towing and then $per mile after the first five [redacted] asks again if we can deliver a tire to himThe 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 tireHe was told this too is not a covered serviceHe 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 departmentThis 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 tireThe membership are again explained to himThis Call Center representative processes his enrollment and arranges dispatch service for himAt no time during [redacted] conversations with our Call Center representatives on October 30, did he inquire about the Tire and Wheel Road Hazard reimbursement benefit as he alleges in his complaintHe terminated his membership retroactive to the date of enrollment, October 30, 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 reimbursementBecause 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 membershipI provided him with his new membership number this morningI trust that the above information will be helpful in your investigation of this matterSincerely, [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 [redacted] 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] ***
August 10, Dear Revdex.com: We are in receipt of your email dated August 4, and would like to thank you for allowing us the opportunity to respond to Ms [redacted] concernsI reached out to Ms [redacted] and extended our apologies for her recent roadside experiences that she hadI assured her that the necessary level of corrective action will be taken to try and prevent any similar situation from happening in the futureAs she requested, we have canceled the membership and are issuing a full refund of the 2016-paid membership duesMs [redacted] was pleased and had no other concernsI trust that the above information has been helpful in your investigation of this matter Sincerely, [redacted] Customer First Team Manager