Automobile Club of Southern California

We
have investigated the issues you have raised with the Revdex.com
and have agreed to resolve them by having our Membership Department remove
automatic billing from your membership and waive the fee that had been charged
to you for the add on of another member. You will not...

receive another bill on
your membership until renewal next year. We greatly appreciate you bringing
this situation to our attention as this provides us with the opportunity to
review our internal processes and improve overall member service. If you have
any other questions or concerns, please contact Regional Manager [redacted] directly at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have tried multiple times to contact them and they would not return my emails.   My home insurance is active and this information is incorrect.

Our records and the documentation included with response sent to
you reflect the balances due. Again, the Exchange handled all your requests and
billed properly. The balance of $308.48 remains valid and unpaid as of this
writing. We encourage you to contact [redacted], Collections
Supervisor at [redacted].

The complainant also filed a complaint with the California
Department of Insurance (CDI). Our response to the CDI includes the following: On
7-24-2017, Mr. [redacted] purchased a homeowner policy. On 8-05-2017, a photo
inspection was completed. During the inspection, it was discovered that...

tree
branches were touching the roofline of the home. There was also a washer and
dryer located in the backyard. According to our underwriting guidelines, the
home canot have any direct contact with live vegetation. Also, any appliances
on the exterior of the home are unacceptable. The agent notified Mr. [redacted]
of the concerning issues. Mr. [redacted] was able to remove the branches and
vines from touching the home. However, he did not remove the washer and dryer
from his yard. On 9-20-2017, a Notice of Cancellation and Termination was sent
to Mr. [redacted] for a cancellation date of 10-21-2017.The letter stated the
policy was sent to cancel due to vines/branches touching the structure. Also appliances
were in the rear yard.  Refund was sent
on 10-24-2017 and was cashed on 10-30-2017. If there are any questions, please
contact [redacted] at 714-885-5834.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I contacted them numerous times last year asking them to remove my information and to stop sending me mailings. They told me last year they would remove my information, but I am still getting mailings from them and/or their affiliate companies a year later. I do not want anything else from them and/or their affiliate companies.
Regards,
[redacted]

A
review of the file indicates we were contacted on September 22, 2015, and
informed of a block wall that was leaning on your property. We were asked if
damage of this nature would be covered under the policy; therefore, we
inspected the home and asked a plumber to complete a leak detection...

of the pool
equipment. An inspection was completed on September 28, 2015, and it was
determined the damage would not be covered by your policy with the Exchange. A
decline letter was sent for your records. As explained by Claim Manager, [redacted] in your discussion of June 15, 2017, we found no evidence of a
discussion indicating you were advised this was not a claim; however, as a courtesy to you, we recoded this file in
our system so that it is not coded as
a claim. We will inform the appropriate department and ask them to contact you
to determine if you would qualify for a rental policy while you are awaiting
your move into your new home. Should you have questions regarding the
information presented, please contact Claim Manager, [redacted] at
[redacted].

It is our understanding that on April 8, 2016
your husband, Mr. [redacted], spoke with our sales agent, Ms. [redacted], who
assisted with the establishment of the homeowners policy with a future
effective date of April 26, 2016. A few weeks later, Ms. [redacted] was contacted
by your escrow...

company requesting to update the street address on the
policy.  In addition, due to the delay in
closing escrow, it was also requested for the effective date to be changed to
April 28, 2016 therefore as required Ms. [redacted] rewrote the policy with the
corrected adjustments. According to our records, on June 8th a Notice of Cancellation was mailed to you
and once received you called on June 13, 2016 and spoke with our Policy Management
Group (PMG) representative, Ms. [redacted]. At that time she informed you
that there were two active policies and therefore she would contact Ms. [redacted]
to confirm which of the two policies would need to be cancelled. After
receiving confirmation from Ms. [redacted], it was determined that the policy with
the effective date of April 26, 2016 would need to be terminated. Unfortunately
before the cancellation was finalized you were mailed two letters from our
collections department stating that a premium of $232.00 was owed to us. Mr.
[redacted], Insurance Business Manager, advises that he had spoken with you
on August 23, 2016 and confirmed that the policy has been cancelled now reflecting a zero dollar balance. We are pleased that
this matter has been resolved however we would
like to take this opportunity to sincerely apologize for any misunderstanding
regarding our cancellation processes and for any frustration we may have caused
you. Should you have any questions, please contact Mr. [redacted] at
714-885-[redacted].

It is our understanding that you purchased an insurance
policy for your condominium in July. At that time, the policy was bound with a
$750 deductible. The unscheduled Personal Property coverage, Coverage C, listed
on your policy incudes coverage for your phone and laptop for covered...

losses
listed under the policy minus your deductible. Our condo policy does not offer
special endorsements for additional coverage on phones and laptops. When our
underwriting department reviewed your application, it was discovered that a
prior loss was not applied to the policy application. Per our underwriting guidelines,
acceptable prior losses within the five year experience period require a $2,000
deductible be applied to the policy to off-set the risk. The agent contacted
you advising of this and that your policy premium would decrease due to the
higher deductible. A policy change declarations was issued on August 18, 2017
reflecting a $2,000 deductible, a pro-rate decrease of $44 and an adjusted
annual premium.  Since the policy was
paid in full, a refund was issued. Our system reflects the refund was cashed on
august 25, 2017. If you have any questions, please contact [redacted],
Insurance Business Manager at 619-644-5103.

Per your correspondence, your wife
contacted the Automobile Club of Southern California requesting that her
vehicle be started but instead was sold an [redacted] battery. Our records show that
the technician sent to assist your wife, performed a battery diagnostic test
and found that the vehicle’s...

battery had failed and recommended that the
battery be replaced. Unfortunately, your previous battery was fairly new and the
battery technician failed to notice that it was still under warranty. On behalf
of our entire organization, we would like to extend our sincerest apologies to
you as we were unable to provide you with a totally satisfying member
experience. We highly value your membership and find it disappointing that your
experience fell short of our goal and your expectations. As such, we are
issuing a full refund of the out of pocket expense that you incurred to replace
the battery in the amount of $150. If you have any questions, please contact my
associate Mr. [redacted] at (5[redacted]

We understand you have been working [redacted] (Contract Station Relations Supervisor), who investigated your
damage complaint. Based on the information provided by you, the statement from
the independent contract station employee and the invoice for repairs, an
agreement has been...

reached to reimburse you in the amount of $942.65. A
reimbursement check in that amount is being issued on behalf of the independent
contract station, [redacted]. Your Revdex.com complaint also pointed out a number of
delays in responding to your complaint. The delays you experienced should not
have occurred and your damage complaint should have been addressed in a
timelier manner. Your feedback has pointed out an improvement opportunity we
need to address which will ensure these delays do not occur for other concerned
AAA members. The process for registering a complaint in one of our Branch
locations must be seamless and efficient. In addition, [redacted] has already
addressed the handling of your complaint by the independent contract station,
[redacted]. They understand the importance of a timely communication and
complaint resolution with every AAA member. If you should require additional
assistance or wish to discuss this particular matter further, please contact
[redacted] at [redacted].

Hello,
 
We reviewed this complaint and see that it is closed as “unresolved”  When our representatives were in contact with [redacted], we did offer apologies that our representatives  are not able to access policies from another Club (AAA Northern California) or company.  Including the notes below, we again respectfully request you close this complaint as resolved.
 
Thank you,
 
[redacted]
Member Relations Coordinator
Executive Office

Please be assured that we have reviewed your specific circumstances with our management team for documentation, training, and follow up purposes. We understand on August 8, 2014, our independent contract station, Brentwood Club Service, was dispatched to your residence to provide battery service for...

your 1997 Honda Del Sol. Our records reflect that upon arrival the battery technician completed a full diagnostic test on your vehicle. The battery technician reviewed the test results with you, indicating that a replacement was recommended. The technician also cautioned that the charging system shows the presence of “excessive ripple.” This particular reading requires further diagnosis and inspection of a repair facility. Provided that information, you opted to purchase a new battery as your battery had failed. Nearly three months later, on November 4, 2014, you contacted AAA for assistance again, this time indicating to the call center representative an alternator issue as the reason for the requested tow. After our independent contract station, Brentwood Club Service originally dispatched a tow unit, a battery service unit was subsequently dispatched to test your battery per your request. The battery technician arrived and revealed the vehicle’s battery was showing an excessive drain. Because of said drain, he was unable to complete a full diagnostic test. The technician suggested that you consult a repair facility for a full diagnosis. Based on your correspondence, I understand that you chose to have your vehicle repaired at Pep Boys.  At Pep Boys, you opted to replace both the battery and the alternator in your vehicle. It is your sentiment that the AAA battery was the cause for said repairs. Contract Station Relations Supervisor, [redacted], discussed your service experiences with you both November 10 and 11, 2014. She advised you that based upon the aforementioned diagnostic results and documentation provided, the initial roadside technician correctly assessed the cause for the vehicle not starting. He provided the appropriate recommendation to replace the battery and to have the alternator diagnosed to prevent any further issues. Since the faulty alternator was not diagnosed and replaced, it affected the health of the new battery. Additionally, as requested, Ms. [redacted] contacted the manager of Pep Boys on Pico Blvd. Los Angeles to affirm your understanding. Upon contact, the manager negated having stated that the battery replaced, in this case a AAA battery, negatively affected the health of your alternator. In fact, he confirmed that the replaced battery in question would not harm your alternator, rather the opposite is true. It was confirmed that your alternator may have in fact weakened the health of your new battery. We regret that you may not have realized the importance of seeking a full diagnosis of your vehicle’s alternator and charging system as advised.  While we are unable to hold Brentwood Club Service or its representatives responsible for the repair costs from Pep Boys, Ms. [redacted] has agreed to reimburse you for the purchase price of the AAA battery purchased in August 2014. Please find a check in the amount of $107.91 enclosed with this letter as a token of appreciation of your long tenure with the Automobile Club of Southern California. Ms. [redacted], we truly appreciate your family’s 71 years of membership with the Club and look forward to serving your motoring needs for many more years. If we may be of further assistance to you or should you wish to discuss this matter further, please contact [redacted] directly at (562) 497-7011.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This claim made by AAA Insurance is untrue. I did receive a voicemail in early October from a Mr. R. [redacted] in which he claimed to be willing/able to assist me with making a credit card payment. When I contacted Mr. [redacted] back several days later, he informed me that the credit card payment could only be made for an ongoing policy and that he could not accept this method of payment for a canceled policy balance. This conversation was recorded and can be produced if needed. I have also consulted an attorney regarding this statement.I do not consider this issue resolved regardless of the company's claim of showing a zero balance under my name. They have mishandled this situation from start to finish and as a result, my FICO credit score has been affected. This is why I have endeavored to pursue legal action against AAA's auto insurance company.
Regards,
[redacted]

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

A review of our records reflects, on December 18, 2014, you corresponded
with our representative online and requested the cancellation of your policy as
you had moved out of the country. Per your instructions, the refund of your
unearned premium was to be sent to [redacted]...

**  [redacted]. 
As a result, on December 22, 2014, we mailed you the unearned premium in
the amount of $92.00 to the [redacted] address you requested. On January 12 and
January 29, 2015, you spoke to our representatives and informed us you had not
received the refund of $92.00 we mailed to the [redacted] address you provided. As
you were no longer in the country, you requested to have the refund applied to
your debit card on file. Unfortunately, when we processed the request, an error
occurred resulting in a delay of providing you the refund of $92.00. Please accept our apologies for the
difficulties you experienced with your insurance policy. We fully investigated
your concerns and we have taken action to ensure no further incidents of this
nature recur. At this time, we have credited and your Debit ending in [redacted], $92.00 for the unearned premium of your cancelled auto policy. If you should
have any questions, please contact [redacted] at [redacted]

Our records confirm
that on September 4, 2015, you contacted the Automobile Club of Southern
California requesting lockout assistance for your 2009 [redacted] In your
inquiry, you indicated that your keys and cell phone were locked inside the
vehicle. The service representative handling your...

call informed you that a technician
would be able to assist you, and provided an estimated arrival of 30 minutes. Regretfully,
after waiting more than 30 minutes, you borrowed a phone for a follow up call
to the Club. At that time, you were informed the service technician was not en
route due to your vehicle’s special locking mechanisms which require service by
a dealership. We do regret that our contractor did not personally deliver this
message, since phone communication to you was impossible. Based on your
experience, we have reviewed these events with our call center staff and can
assure you that all involved have received counselling to correct the
shortcomings in the service you received. In your case, a technician should
have been dispatched to personally explain the service limitation and to offer
you a tow to the dealer. Although your inaccessibility was documented in our
notes, our staff did not take appropriate action to communicate with you. On behalf
of our entire organization, please accept our sincere apologies as we failed to
provide you with a totally satisfying member experience. We highly value our
members and find it disappointing that your experience fell short of our goal
and your expectations.  It is our
understanding that a full refund of your membership was processed and a credit
was issued back to the original form of payment used. We thank you for your
support and association with the Club. Although our initial attempts to reach to
you were by phone were unsuccessful, please don’t hesitate to contact [redacted] at [redacted] if you have any questions or further comments.

According to the complaint, the concern at
this time is regarding the settlement amount of your claim. On the date of the
loss, there was a minor traffic collision between our Insured’s vehicle and
your 2016 [redacted].  There was damage to the left
quarter panel and rear bumper of your...

vehicle and was cosmetic in nature.  The vehicle was repaired to its pre-collision
condition and a rental car was paid during the time of repairs. At this time,
your concern is regarding a diminution of value claim that you have presented
for your vehicle.  Proof of claim was
submitted in an online report that factored in the vehicle information, the
repair cost, and damage to the vehicle as submitted by you. As noted, there was
no structural damage to your vehicle and the repairs were cosmetic in nature. The
amount you have requested is the exact amount the online service provided based
on incorrect information. In an effort to move this matter towards resolution
an offer was made to reach an amicable resolution of this matter. The
undisputed amount for the diminution of value portion of your claim was already
issued to you. We are open to continuing to discuss this matter with you and to
review any new information you might have to support your claim. Should you
have any additional questions during the handling of your claim, please contact
manager [redacted] at [redacted].

A review of our records reflects that on February 12, 2015,
you spoke to our insurance sales representative and started an auto insurance
policy. To activate the policy we received your payment of $179.00. As a
result, your auto policy became active on February 13, 2015. On February...

20,
2015, your payment of $179.00 was returned by your financial institution for
having an invalid account number. On February 22, 2015, because the down payment
was returned, we mailed you a notice that your policy was assessed a $7.00 late
fee. In addition, your policy was scheduled to cancel on March 6, 2015 if a
payment in the amount of $186.01 was not received. Due to the payment not
having cleared, and while the cancellation was in process, we took the liberty
and moved the cancellation date to March 8, 2015, allowing you additional time
to make the payment. Unfortunately, we failed to inform you that we required a
payment in full when your down payment was returned. On March 7, 2015, we
received your payment of $211.00. Because the amount returned was the down
payment; the scheduled cancellation remained in force when the payment of the
balance in full was not received. In the absence of management approval to
accept a payment less than the required amount, the scheduled cancellation
occurred. On May 5, 2015, you spoke to our representative who informed you that
when a payment is returned at the inception of a policy, we require a payment
of the policy in full to avoid a cancellation. However, based on your
verification that there were no losses since the cancellation, a request was
submitted with management approval to have the policy reinstated with no lapse
of coverage. During the submittal process an error occurred which delayed the
reinstatement of the policy. On May 27, 2015, you spoke to our representative
and requested an update on the reinstatement of the policy. Due to the
processing error on May 5, 2015, the reinstatement was reviewed by a member of
management. As a follow up to your concerns filed with the Revdex.com, and your recent
request to have the policy reinstated, we made several attempts to speak to you
directly. Unfortunately, our attempts to speak to you were unsuccessful. Based
on your recent call, your policy has been reinstated effective March 8, 2015,
without a lapse of coverage. Please
accept our apologies for the difficulties you experienced when you contacted us
regarding your concerns on your insurance policy. If you have any questions, please contact [redacted] at
[redacted].

Again, review of our records indicates
that on March 09, 2016, you electronically agreed to the $2,000 deductible. We
sent you a copy of the Property Insurance Application. Our investigation
indicates that your deductible at the time of the loss was $2,000. If you have
any questions, we encourage you to contact Team Manager, [redacted] at
(714) 885-[redacted].