Automobile Club of Southern California

You
indicated that you had not been paid for $of rental car expense (loss of
use) related to the above claimYour vehicle was inspected at Caliber
*** on July 31, and a repair estimate was writtenThe estimate was
for repair and refinish of the rear bumper and listed
hours of labor hours
for the repairOur Claims Representative issued you a check on August 11,
which included the repair estimate amount and three days of loss of use for
$($@ days)The loss of use amount was based on the labor hours
for the Caliber repair estimateYou decided to get a second estimate from ***
*** *** in which they wrote the estimate for a higher amount to replace
the bumper with labor hours (less than the original labor hours with
Caliber)A second check was issued by the Claims Representative *** ***
for the difference of the Caliber estimate and the *** *** estimate on
September 05, Your position was that you were not paid for loss of use
based on the repair at *** *** ***Our Claims Representative ***
*** explained we had included it in the original payment based on the
Caliber *** estimateOur Claims Team Manager *** ***-***
contacted you and discussed the differences in the repair estimatesYou both
agreed that $for days of loss of use was a fair compromise and would
resolve this issueThe *** *** estimate labor hours are days of repair
and you understood another three days of loss of use is not owedA check has
been issued for $and the matter has been resolved to your satisfaction

On January 03, 2017, you reported the
loss on your Renter’s policy to the ExchangeYou had indicated that burglars
stole your kayak that was located on the side of the rental propertyService
Coordinator, *** *** contacted you on the same day and confirmed the lossMs
***
explained the coverages and benefits of your policy and advised that you
had a $2,deductibleYou indicated the kayak was worth approximately $2,
and elected to withdraw the claimMs*** sent a letter on January 03,
confirming the withdrawalYou submitted an inquiry to the Revdex.com indicating that
you should have been given a $deductible when you obtained the policyA
review of our records indicates that on March 09, 2016, you electronically
agreed to the $2,deductibleWe sent you a copy of the Property Insurance
ApplicationOur investigation indicates that your deductible at the time of
the loss was $2,We appreciate your years of membership and look forward
to meeting all your insurance and travel needsIf you have any questions
please contact Team Manager, *** *** at (714) 885-or by e-mail at
***@aaa-calif.com

As noted in our previous letter to you, we understand that on October 9, 2015, you spoke with an insurance agent by phone in the Simi Valley branch to purchase auto insuranceYou state the agent said you would have to sign up for auto pay and requested your debit information; you advised the agent you only had a savings accountThe agent took your savings account information and submitted the payment for processingThe policy became bound at that pointUnfortunately, the down payment did not process from your savings accountYou feel you never had an active insurance policy with the Auto ClubYou want the charge removed and no outstanding balance dueRegional Manager, *** ***, has attempted to contact you to discuss your concerns but as of this writing has not spoken with youMr*** has reviewed the auto policy written by the agentYou attempted to make payment on October 9, 2015, but the payment did not process due to the routing and account number not being validA bill was sent to collect a paymentYou requested to cancel your insurance policy since you took out a policy elsewhereWe provided you insurance from October 10, 2015, to October 20, 2015, resulting in an outstanding balance of $You found the $balance to be unsatisfactory and advised the Revdex.comIn response to your recent communication to the Revdex.com, your complaint was reviewed by Regional Manager, *** ***After Mr*** reviewed and researched, he has determined we are unable to waive the outstanding premium balance, as you had auto insurance in force from October 10, to October 20, Mr*** has advised that he has waived the returned check fee and the outstanding balance is now $If you had insurance elsewhere from these dates, please contact *** *** to see if we can eliminate any additional chargesIf you have further questions or concerns, please contact Mr*** directly at 661-***- *** at your earliest convenience

It
is our understanding that on April 10, you spoke with our agent, *** *** ***, who assisted you with the purchase of auto and homeowners
insurance policiesAfter agreeing to *** *** quotations, you made a
down payment of $to establish the homeowners policy
with an effective
date of April 11, On June 29, 2015, after the home inspection had been
completed and the findings reviewed, underwriter *** *** spoke with you to
advise you that regrettably, we would be unable to continue your home insurance
coverage due to the property being built with mixed construction, and informed
you that the policy was scheduled to cancel on July 4, In reference to
your letter, you desired to have your policies bundled to receive the
multi-policy discountWith switching insurance providers, the cancellation of
your auto policy resulted in the cancellation feeRespectfully, according to
our records on July 9, 2015, *** *** ***, Insurance Business Manager, spoke
with you regarding your policy status, at which time you advised him that you
would allow your automobile policy to cancel for non-payment and would purchase
insurance elsewhereIn response, *** *** disclosed to you that there would
be an amount due for earned premium and applicable cancellation feesConsequently,
on September 24, 2015, *** *** attempted to contact you once again you in an effort
to address your concerns but was unsuccessful.
He left you a detailed voicemail message providing his direct phone
number and asked for you to contact him should you have any further concerns or
feedbackNevertheless, it is our understanding that the cancellation fee has
since been waived and we are pleased that your billing concerns have been
resolvedShould you have any questions, please contact *** *** *** at ***

Our records indicate that on January
13, 2016, you purchased an automobile insurance policy, *** ***, over the
phone from sales agent, Hector ***You were quoted an annual premium of
$1,and agreed to move forward with the policyMr* *** informed you of
our fee for
cancelling within the first year as well as finance charges for
monthly billing installmentsYou decided to pay the policy in full in the
amount of $1,836, and the policy was bound for an effective date of January 14,
During the transaction you also inquired about a homeowners insurance
quote, which Mr* *** providedHowever, you decided not to move forward
with the homeowners policy at that timeOn June 16, 2016, you contacted Mr
*** requesting to move forward with the homeowners policyMr***
explained that a photo inspection of the home would need to be completed and
scheduled the first available inspection appointment for June 23, Then on
June 19, 2016, you emailed Mr* *** requesting to cancel the photo
inspection of the homeOn June 20, 2016, you spoke with a representative in
our Policy Management Group (PMG) requesting to cancel your automobile
insurance policy because you placed insurance elsewhereThe representative
informed you that a fee for cancelling within the first year would be charged
to your pro-rated refundYou did not agree and requested the full pro-rated
amount be refunded to you.On June 22, 2016, a refund check in the amount of
$was mailed to you which included the applied cancellation fee of $Then
on June 27, 2016, you spoke with *** ***, Insurance Business Manager,
regarding your concernsYou explained to *** *** that the inspection date of
the home was scheduled too far out on the calendar, forcing you to seek
insurance elsewhere*** *** apologized for your experience and agreed to a
partial refund of the cancellation fee in the amount of $This refund was
processed and mailed to you on June 29, MrShin, thank you for being a valued
member of the Automobile Club of Southern California for yearsShould you
have any questions, please contact *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We extend our sincere apologies for the inconvenience you have
experienced with your DMV transaction on February 13, We are always
concerned with our members’ satisfaction and take issues such as these very
seriouslyAs stated in the letter you received from *** ***,
***
Manager, we conducted a thorough investigation of this issue, on your behalf,
with the California Department of Motor VehiclesAs the result of our efforts
to resolve the matter, we found that the issue you experienced was due to an
error on the part of the DMVAs this error made in part by the DMV, they
provided us with instructions to have you contact the Customer Communications
Unit for the DMV at (916) 657-6560, they will be able to assist you with the
refundAgain, thank you for bringing this matter to our attentionWe
appreciate you allowing us the time to investigate the issue with the DMV; we
strive to provide appropriate solutions in all that we doIf you should have
any questions or need assistance, you may contact *** ***, San Diego ***
Manager, at (619) ***-***

We are responding to your letter dated
February 13, 2017, on
behalf of *** ***, CEOThis is also in response to your February
complaint to the Revdex.com arising from the same set of factsYour
comments are very important to us, and any failure or perceived failure
of
service rendered to you or other members is a disappointment, as we strive to
train and coach our staff to provide the highest quality member serviceWe
value our members, who are the cornerstone of our organizationThe Auto Club
is a member-based nonprofit mutual benefit corporation that has operated in
Southern California for over yearsDuring your February 10, visit, a
notary was presented with a one page document that indicated “Page of 4” and
was asked to perform an AcknowledgmentAs notaries are acting as agents for
the State of California, the notaries are required to follow notarial
guidelines provided by the State of CaliforniaThe California Notary Law
Handbook (http://notary.cdn.sos.ca.gov/forms/notary-handbook-2017.pdf) at page
indicates:
Notarization of
Incomplete Documents
A
notary public may not notarize a document that is incomplete. If presented with a document for
notarization, which the notary public knows from his or her experience to be
incomplete or is without doubt on its face incomplete, the notary public must
refuse to notarize the document
(California Government Code, section 8205(a) (2))
In
your situation, pages 1-of the four-page document you sought to have
notarized were missing, and therefore the document was deemed incomplete by the
notaryThe notary accordingly refused to notarize the documentHowever, you
were also told by the notary, the branch manager (Ms***) and the
insurance business manager (Mr***) that notary service would be
performed if you presented the complete document, including the signature page
(e.g., Page of 4), for notarizationIt is our understanding that Ms***
and Mr*** spent at least half an hour with you in an attempt to address
your concerns over this issueIn addition, while you were at the branch, the
notary contacted the N*** *** *** Hotline, and received
secondary confirmation from this organization that a notary is NOT to perform a
notarization on a document that is incomplete on its faceIt is up to the
individual Notary, acting as an Agent for the State of California, to determine
whether or not they are able to perform the requested notarial act in
accordance with the applicable regulations which govern notariesAll
California Auto Club notaries fulfill all State qualifications necessary to
become a notary public in California, including but not limited to, successful
completion of a six-hour education course regarding a notary’s functions and
duties, and completing and passing a proctored, written examination prescribed
by the Secretary of StateIn addition, with each renewal, California Auto Club
notaries must successfully recertify by completing the six-hour education
course regarding a notary’s functions and duties, and by completing/passing the
proctored, written examination prescribed by the Secretary of State, once
againOngoing education is offered to California Auto Club notaries via an
online Notary Essentials course and monthly Notary Bulletins, offered through
the *** *** AssociationWith respect to your Auto Club membership,
which was cancelled at your request, we are refunding the prorated amount of
$since your membership was in effect as of August 17, The notary
records reflect that services were provided to you at the Auto Club on December
21, 2016, when two jurat documents were notarized, and again on
December 30, 2016, when one document (described as an “Application for Medical
License”) was notarizedTo the extent you assert that any of these prior
notarizations was performed erroneously, be advised that there are no
provisions in the law that allow for the correction of a completed notarial act
(see the California Notary Law
Handbook, page 16)Nevertheless, if you believe any prior notarization was
performed in error or may somehow have involved an incomplete document, we can
arrange for an Auto Club notary to notarize the signature on each such document
again, in accord with the Secretary of State’s instructions (id.) at no cost to youYou next mention
your suspicion that the poor service you contend you received was “partially
due to (your) ethnicity” and similarly assert your belief that there was
“stereotyped, focused and purposeful” discrimination behind such poor service,
without setting forth any facts or evidence to support such contentionsOur
investigation and review of the facts did not reveal evidence of any discriminatory
animus on the part of the Auto Club employees with whom you interacted, some of
whom by your own admission had provided you with notary service in the past
(apparently without incident)If you have any facts to support your serious
assertions in this regard, we invite you to share them with us so that we might
investigate furtherOtherwise, we will consider this issue closedWe trust
the foregoing adequately addresses your concerns and sets forth our position
with regard to the issues you have raised

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

On August 17, you purchased a home
insurance policy from our agent Ms*** *** You made a payment to start
the policy in the amount of $for the policy effective in August. Coverage was afforded when the initial
payment was receivedThe application was sent electronically,
however it was
not signed and returned to Ms***In October there was an additional
payment made by the escrow company for the home insurance policyThe home
unfortunately did not qualify at that time due to the swimming pool and
backyard still being under constructionThe home insurance policy was
cancelled in October and there was a refund issued for the unearned premiumThe
home was insured from August until OctoberSince you have provided proof that
the home was insured with another company during the period of August until
October we have provided an additional refundIf you have any questions or
concerns, please contact, Insurance Business Manager, Mr*** ***, directly
at ***

This does not appear to be an issue for Automobile Club of Southern California (ACSC) to addressThis appears to be an issue for *** Northern California to address as this is their member. We do not have a claim pending with ACSCPlease re-direct to the correct company for handling or
provide an ACSC claim number for further review

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The insurance company's response offered no change and accept no responsibility for the policy change without confirmed notice
Regards,
*** ***

On November 19, 2015, you purchased automobile
insurance policy, ***, over the phone from sales agent, *** ***During the transaction, Mr*** ordered your motor vehicle
record (MVR) and upon review, found a chargeable traffic violation which he
discussed with youMr
*** explained that since the Department of Motor
Vehicles (DMV) had not yet removed the violation from your record, the ticket
had to be charged to your policyMr*** then continued to write the
policy and bound it for an effective date of November 20, On March 14,
2016, you spoke with *** ***, Insurance Business Manager, regarding
your policyMs*** ran your MVR report again, with an effective
date of March 14, 2016, and found the traffic violation still on your recordMs
*** explained that since the ticket had not been dismissed it is
still chargeable to your policyMs*** advised you to contact the
traffic school you attendedMs*** also stated that the Auto Club
will gladly prorate your auto policy once the violation is removed from your
recordShould you have any questions, please contact*** *** at
*** ext***

We apologize
this accident occurred and appreciate the time you took to share your concerns
In this loss you have stated that our insured backed into your car in a
shopping center parking lotOur insured driver states that he was stopped in
this parking lot when you rear ended himWe certainly appreciate that this is
a very frustrating circumstance given your strong conviction in the version you
have put forwardUnfortunately no witnesses are available to support or deny
either driver’s versionAlso there is no physical evidence available that
resolves this situationAbsent any compelling evidence to the contrary, we
must accept our insured’s version of eventsWe understand you have had your
vehicle repaired under your physical damage coverage through your carrierYour
carrier can submit the liability dispute to an intercompany arbitration panel
for reviewThe Auto Club would accept any decision from that forum that is
within our coverage limitsYou also have the option of Small Claims Court
where you could appear in front of a judge and tell your version of the loss
and ask the court to decide liabilityAbsent any additional information, we
have concluded that our insured was not responsible for the lossIf you have
any further information or questions, we encourage you to contact *** ***
at ***

In
review of the matter, Contract Station Relations Supervisor, *** ***, handled
the initial inquiry into the service that was provided by our independent
contractor, *** *** *** *** ***, IncIt is our understanding that he
has investigated and reviewed the issues that were brought
to our attentionContact
was made with *** *** ***s management team and your concerns regarding
the broken car door handle were addressed.
*** *** confirmed that the handle was replaced and installed by *** *** *** *** *** on February 4, to your satisfactionIn your letter
you also made mention of the attending technician and *** *** ***s
honesty and your lack of trust with themWe understand that in your follow up
conversation with CSR Supervisors, *** *** and *** ***, that this
concern was addressed and you wanted to retract those statements based on the
case handling with the owner of *** *** ***, *** ***We are
pleased to know that your confidence in one of our contract stations was
renewedWe are also pleased to inform you that this service call has been
removed from your member usage history and will not count against your annual
allotment of service callsIf we may be of assistance to you in the future,
please contact *** *** at *** ***

As previously communicated, we completed extensive research
into the cause and possible solutions to the issue you experienced with your
DMV transactionAs part of this investigation, DMV did accept responsibility
for the errorAs such, they have agreed to provide you (the claimant) with a
refund of the impoundment fees for which you are seekingPlease understand
that while we provide DMV services to our members, the work is processed by the
State of CaliforniaAs the DMV recognizes their error with your transaction,
as part of their internal processing, they are willing to provide the
resolutionThe Auto Club is unable to refund the fees to you as we are not the
claimant in this matterWe once again provide you with the contact information
to engage in the reimbursement process through the Department of Motor Vehicles
You may contact them at the phone number we provided and they will be able to
assist you with the refundAs a goodwill gesture to show our appreciation for
your long-term membership, we will extend a complimentary membership renewal
for your next membership year

Please accept our sincere apologies for the inconvenience you experienced when in need of roadside assistance on August 16, 2014, and again on August 17, You were initially sold an AAA battery, and later, had the starter motor in your vehicle replaced*** *** initially handled the
investigation into your claimWe understand that Ms*** had offered to reimburse your member dues and allow the multiple service calls as a resolution, but this was not acceptable to youMs*** also advised that you originally sought reimbursement for the battery and starter motor, the latter was the likely the original problem with your vehicleHowever, after your Revdex.com filing was received, Automotive Services Manager *** *** reached out to you to review your case and discussed the matter in greater detailMr*** advised us that the original technician either did not properly diagnose or explain his findings, and that he acted in an inappropriate manner towards you and failed to return roughly $in changeThe following day, you had three more service calls and there was confusion over the proper type of battery you were soldOne technician also broke your battery terminal during serviceOn the last request for service, that technician determined your starter as the source of the problemWe are pleased that we can offer to refund you for the cost of the battery and terminalHad a proper service been performed or communicated the first time, our contractor would have referred you to a repair facility for further inspection and we are certain that your overall experience would have exceeded your expectationsTherefore, we are issuing you a check in the amount of $for the AAA battery and the terminal repairWe also allowed the subsequent service calls on August 17, so you won’t have those count against you in the event you need roadside service during the remainder of your membership yearWe regret the inconvenience this has caused you as this is not the typical experience our members receive at the roadsideThese concerns regarding the technician’s behavior have been reviewed with the contract station owner at Auto Car, Incand the owner has taken steps to prevent a recurrence If we may be of further assistance to you in the future or should you wish to discuss this matter further, please feel free to contact *** *** at (909) 364-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
The company has made it a priority to resolve thisIt has been resolved with minimal effort on my partI would like to thank the company for their understanding throughout the whole process*** has been a pleasure to work with and I have decided to keep my roadside assistance through them
Regards,
*** ***

February 14, 2015Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This resolution is not satisfactory because AAA is not meeting the last two remaining pending actions: 2) remove that dishonest irresponsible technician from *** *** *** (No.: *** ***), and 3) remove the noun "Trust" from the *** *** *** motto "Service You Can Trust" since there are no such things as "trust," "confidence," "loyalty," "honesty," "morality," "ethic," and "quality" in business any more because businesses just want to make money off customersWe do not "trust" businesses any more.Furthermore, these two statements will not retract as stated in the letter dated February 11, by AAA, and my confidence in your contract stations has not been renewed eitherAAA MUST meet the above two conditions to meet my satisfaction, anger, and deceptionI look forward to seeing these two actions being completed promptly
Indignantly,
*** *** *** * ***

Company STILL NOT ADDRESSING MY CONCERNI WANT TO TALK TO SOMEONE ABOUT MEMBERSHIPNOBODY TAKIING MY CALLS . I'VE LEFT MANY VOICEMAILS TO *** ***, WHO YOU KEEP SENDING ME TO AND *** *** CONTINUES TO REFUSE TO RETURN ANY OF MY CALLS. STOP IGNORING THIS AND MAKE SOMEONE TALK TO THIS PAYING CUSTOMERI EXPECT ACCOUBTABILITYAND NOT TO BE TREATED LIKE AN IT. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***