Automobile Club of Southern California

Review: I called AAA to have my car towed they notified me over the phone that I was no longer a Triple A Plus member and I would have to wait 6 months to be eligible to be a Triple A plus member so I would not be able to get the 100 mile tow, what kind of sense does that make to drop a client that was once a Triple A plus member to a Classic I have been using AAA for over 10yrs and I just dont understand why would they drop me from a Plus Member status back to a Classic and disconnect the call without trying to assist a long term client. You should've towed me then talked about the situation later...Desired Settlement: Place me back at Plus status and make it more aware in writing if you use all your towing oppertunity then you want be eligible to be a plus member .....better customer support for long term customers

Business

Response:

Membership was purchased on 3-01-2014 at classic level. Member was advised of classic membership benefits at time of sale as well as eligibility for plus level benefits.

Review: I am beyond disappointed with the customer service I have received regarding my issue. I called AAA on February 4th regarding my autopay for my membership expiring on March 11th. When I spoke to the agent she had me esign papers to stop the autopay from happening. On February 16th I look at my bank statement only to see AAA was pending a transaction of $74.50. I then called AAA on the 16th at 7:30am to be told they would look into it an a manager would call me back. I have since been waiting for a return phone call. I called back on February 18th after checking my account and finding out the what was then pending turned into a "purchase", not only did AAA take the money I kindly asked for them not to take they also OVERDRAFTED my account. They hung up on me twice and after calling a third time I spoke with a "supervisor" who was rude and inconsiderate. He stated only after they reviewed my call from the 4th they would take action. No apology, no sympathy....NOTHING!

The least he could have done was apologize and take care of my membership renewal which is a meesly $74.00 and refund my money!Desired Settlement: I would like AAA to refund my money and take care of my upcoming years membership... and an apology would be greatly appreciated!

Business

Response:

A review of our records reflects that on March 2, 2015, at

your request, your membership was enrolled in our Automatic Payment Plan, which

allowed you to save $4.50 on the annual membership due of $74.00. On January

14, 2016, we mailed you the renewal notice of your membership. Included in the membership was information

which reflected your account ending in 5771 would be charged $74.00 on February

17, 2016. On February 4, 2016, you spoke to our representative and requested to

cancel the enrollment of your account in our Automated Payment Plan. To process

your request, we emailed you the required document to confirm the change to

your billing plan. Unfortunately, while we did receive the required signed

document, no changes were made on your membership. As a result, on February 17,

2016, we debited your account $74.00 for the renewal of your membership. On

February 17, 2016, you spoke to our representative regarding the pending amount

of $74.00 on your account. In our review, we found that the enrollment of your

account in our Auto Payment Plan remained active. As a result, we processed the

return of the $74.00 back to your account.

On February 22, 2016, our records reflect your account ending in 5771

was credited $74.00. Please accept our

apologies for the difficulties you experienced when you contacted us to cancel

the Automatic Payment Plan on your membership account, and for the succeeding

interactions you experienced when you spoke to our representatives. We fully

investigated your concerns and we have taken the appropriate action to ensure

no further incidents of this nature recur. Regarding your assessed overdraft

fees, please send a copy of your bank statement reflecting the credit back to

your account and the assessed overdraft fees to:

The Automobile Club of Southern California

Attention:

Upon receipt of the

qualifying documents, we will expedite the reimbursement of your assessed fees.

Lastly, while we acknowledge the error and deeply regret the incident,

unfortunately, we are unable to accommodate your request for a complimentary

membership. If you have any questions,

please contact [redacted]

Review: I bought a new vehicle and went into my local AAA office to change insurance over to my new vehicle. The insurance rep I was working with quoted me about $180 a month more than [redacted] was offering so I told him I was not going to be starting a new insurance policy on the current vehicle and left the office. I decided to go with [redacted] and started an insurance policy with them. About 6 months later I got a call from AAA saying I owed insurance payments. I explained to him that I had cancelled my policy back in March 2015 and never agreed to a new policy. They asked that I bring in proof of [redacted] insurance so they could remove the outstanding charges. I brought it in and [redacted] assured me that collections would be notified and I would not owe any outstanding balances. Today I looked at my credit report and it is showing a collections issued from AAA. I called AAA and was told that the collections dept never received my proof of coverage from [redacted] and that it was too late and nothing could be done.Desired Settlement: I would like all 3 credit bureaus to be notified of the collections account being deleted from my credit report and AAA to withdraw the collection notice for $540

Business

Response:

You signed your application and coverage was provided by the

Interinsurance Exchange of the Automobile Club effective April 2, 2014 until

expiration April 2, 2015. The yearly premium was $1,154.00 for that term. There

was no coverage extended to you after the expiration date. The balance you are

being asked to pay is for unpaid days of coverage prior to you expiration date

April 2, 2015. We have attached the signed application and your itemized

statement showing all payments applied to your policy premium along with earned

fees. We show the following phone contacts to our Member Service Center (MSC)

regarding your policy:

November 5, 2014 - You called to adjust your EFT payment option.

December 8, 2014 - You called to cancel your EFT Auto Pay from this

policy. You were advised that your policy could be switched to a Named Non

Owner (NNO) if you no longer owned the then covered vehicle 1995 Olds, and

could provide bill of sale or release of liability. You advised that you would

follow up later.

January 9, 2015 – You replaced the 1995 Olds with the 2004 BMW, which

adjusted your yearly premium from $1,154.00 to $2,697.00. You stated the 1995

Olds should have been deleted back on your last contact December 8, 2014. You

were informed we would need bill of sale or release of liability in order to

backdate that request. This policy change added a prorated additional premium

of $347.00 to this policy term.

May 4, 2015 – You called to advise us you were not renewing the coverage

as you had purchased coverage with [redacted]. No proof was submitted for our review

for a possible backdate.

March 3, 2016 – You called to dispute this collection balance of $514.70

as you believed coverage should have ended on January 9, 2015 when you replaced

vehicles. You were advised there were no notes to suggest you were trying to

cancel coverage and no proof was submitted from [redacted] to be reviewed for

possible cancellation date adjustment.

Your account was referred to [redacted] in October 2015 and

remains there with this unpaid balance of $514.70. We are still willing to

accept proof of duplicate coverage which could adjust this balance of $514.70.

Please review the itemized statement we sent you which shows your last applied

payment was $115.00 on November 11, 2014. The Exchange continued to provide

coverage as you requested and still needs the unpaid premium which covered you

until April 2, 2015. If you have any questions, please contact

Review: I signed up for insurance and requested automatic payment, no funds were ever withdrawn then my insurance policy was terminated.

Back in November I signed up for a auto insurance policy with a AAA employee named [redacted]. I put down a deposit and I signed all provided contracts. I signed up for automatic payments because it would help make my monthly bill lower. I provided my debit account number and my routing number and proceeded to leave the office. A few weeks later when I returned to the office after I had got a new car I found out [redacted] had quit. I returned to the office to give the new info on my new car. By January I happened to notice that no funds had been withdrawn from my account and I received no communication from AAA as to what was going on. On February 10th I received a letter from DMV stating it was a intent to suspend my license because they did not show me having car insurance. So I went back to AAA that same day to find out what was going on. I was told they had terminated my policy 30 days prior! There was no mention of a balance being owed during my visit. On February 12th I received a call from [redacted] from AAA and she told me I had a balance of 155.00 owed from my coverage. I paid the balance, although I feel it their irresponsibility to manage my policy after their employee quit was handled rather poorly and because of it or some type of mis communication they never withdrew the funds they were suppose to. I played fair and paid what I owed but I feel this situation was handled rather unprofessionally and poorly on their end. If I can receive a reimbursement and AAA can be warned to handle their policies a little more carefully regardless of who they have employed I would greatly appreciate it. I understand I signed documents stating I paid for a service they were contracted to provide but I also did not receive notification of their abrupt termination.Desired Settlement: A refund of $155.00. And an apology for their poor business practices, I would never recommend someone to get auto insurance with AAA after this situation. I was made responsible for their mistakes. A verbal in house collection threat was also mentioned but I did not allow it to get that far.

Consumer

Response:

I received a reimbursement check of $162 from AAA. I am satisfied with their action to rectify this matter. Thank you.

Review: If you cannot help me at this office. Please, direct me to where I can go to submit this complaint.

I believe that the Auto Club AAA of Southern CA has monopolized the entire state of CA and many other states. They can discriminate against people who want a membership with them & no one can tell them anything or do anything about it.

About 2 years ago my ex-husband had a membership with AAA. I was, also, in the membership as a secondary member. My ex-husband needed a vehicle towed to a nearby town for auto repair. The tow truck driver refused to help him, because the car had no plates, even though the registration & pink slip were all presented. As the tow truck drove away, my ex-husband threw a bottle at the truck, out of anger, though missing the tow truck. Because, of this incident AAA cancelled his membership.

I still needed the services, because my family (parents, grandmother) all live in L.A., about 190 miles from where I live (Bakersfield). I applied & got a membership of my own with AAA Auto Club, so I could be protected & have assistance for any roadside problems. One year later AAA cancelled my membership, because they had seen my name on the previous membership that had been terminated. I explained I had nothing to do with the incident & pleaded for them to keep my membership due to my frequent travels to L.A.. I am now divorced and a mother of 3 little girls. I need roadside assistance. I submitted appeal letters to AAA and called numerous times. To this day, about 6 months later, they still have me in limbo & refuse to offer me services. Upon my last trip to L.A. I needed a jump start & they refused to help me.

I believe someone needs to monitor AAA, because from what I have observed they have the power to do business only with whomever they choose & their customer service is horrible. All must be in writing Please, assist me with this matter or guide me in the right direction to bring some sort of resolution to this injustice.Desired Settlement: I want AAA Auto Club to reinstate my membership, so when I travel anywhere in CA, I may be covered for roadside assistance.

Business

Response:

The Automobile Club of Southern California’s Membership Appeals Board has received your appeal of the cancellation of the membership. The Membership department has removed the pending cancellation from your record. Under review of the situation, it is determined that you have not abused any services with the Automobile Club. A new membership number has been created for you and a membership card and billing statement will follow shortly.

Consumer

Response:

To Whom It May Concern:

Review: Basically AAA didn't do a thorough job when fixing my car and now want me to pay for what was their fault. They sent my car to one of their locations and when my car came out of the shop it wasn't the same.Desired Settlement: I just want my car fixed.

Business

Response:

A review of your claim file shows a rear end impact with damages to the rear bumper cover of your 2005 Toyota Matrix. Our AAA Member Preferred Repairs (MPR) body shop, Hamblin’s Body & Paint Shop, completed a written estimate of repair in the amount of $886.96 on April 28, 2014, at which time you left the vehicle for repairs. The repairs were completed on April 30, 2014 and we issued full payment to the shop. On May 1, 2014, you contacted [redacted], at Hamblin’s Body & Paint Shop, and brought the vehicle back as you were experiencing transmission difficulties. The vehicle was taken to the dealership, Toyota of Riverside, for diagnostics that determined the transmission was malfunctioning internally due to wear & tear issues. After reviewing the file with the shop, our appraiser, [redacted], contacted you and explained according to the dealership’s diagnosis, the transmission failure did not display any evidence of being related to the collision loss. It is our understanding that Claims Manager, [redacted], had the pleasure of speaking with you on May 5, 2014, regarding the

Review: Signed up for AAA auto insurance in October. I enrolled in auto pay. When the bill for the next month came in, I did not think about paying because I expected the money to be removed from my account. The money was not removed and AAA sent me a letter advising me that I was being charged a late fee. I reached out back to AAA and they reversed the fee for November. The rep I dealt with had me sign auto pay forms again. In the month of December I was sent another bill and again the money did not come out of the account, AAA charged me another late fee, which prompted me to complain again. They removed the fee again. By this point I was becoming frustrated with the customer service. Not only could I not pay with credit card, access AAA's website, they kept charging me late fees for no reason. I cancelled the service in December because I found a better insurance company for the aforementioned reasons. When I cancelled, AAA rep said I'd be charged an early cancellation fee. The early cancellation fee ought to be refunded to me for AAA's incompetence. I've been a member for 8 years and I am considering cancelling my AAA membership due to my experience.Desired Settlement: I would like AAA to refund the early cancellation fee money as a courtesy for the trouble I experienced using their auto insurance service. This experience has damaged how I feel about AAA's customer service.

Business

Response:

It

is our understanding that on 8-26-2014, you spoke with our agent, Mr. [redacted], who assisted you with the purchase of an auto insurance policy. Several

weeks later, however, a notice from our Premium Accounting Department was sent

to you, informing you that you were being charged a late fee for non-payment of

your auto policy. You then requested that the late fee be waived since you

advised our representative that you enrolled in our AutoPay system, and that

the installment should have been received automatically. Due to our error, your

request was granted and you were not penalized a late fee. Regrettably,

however, this problem occurred a second time in the succeeding month, prompting

you to then cancel your auto insurance policy with us. Consequently, you were

charged an early cancellation fee for cancelling your policy short of term. [redacted], Insurance Business Manager, spoke with you regarding your early cancellation

fee and service concerns. He explained that we decided to honor your request,

and issue you a full refund of your early cancellation fee in the amount of

$63.00, which processed on 2-05-2015. Mr. [redacted] also apologized for your many

inconveniences throughout this situation, and for our agent’s error. We are

pleased we were able to make this accommodation regarding your early

cancellation fee, and hope you find this resolution agreeable. Should you have

any questions, please contact [redacted] at 866-714-6313 Ext. [redacted]

Review: Started Home, Auto , and earthquake insurance with AAA on 25 Feb 2015 with payment made in excess of contract amount for a 1 year period. Contract amounts totaled $1173.00 and I paid total of $1281.00 per billing instructions. I was sent a letter of cancellation dated 8 April for reasons noted that I was unaware of. Photos were taken by the AAA agent and I was being blamed as the reason for cancellation due to lack of photos. Due to incompetence on the part of AAA Insurance, I asked for refund of all insurance to include Home, auto, and earthquake as of 8 April 2015. Auto was dropped and Home and Earthquake was not. More incompetence on the part of AAA Insurance. I have received a total of $1686.00 in refunds from AAA and feel I am still owed additional amounts. But, since AAA Insurance was incompetent and provided substandard service, I am requesting that all my payments be refunded as I received no services from 25 Feb 2015 to 8 April 8 2015. Amount paid for 1 year of auto insurance totaled $1281.00 which was an overbilling of $108.00 from the quoted $1173.00. In addition since I had to take off from work to arrange for new insurance, AAA Insurance owes me the remainder of all monies I paid in good faith for insurance services that was not provided of $280.00.Desired Settlement: Complete refund check totaling $388.00 for services not provided. Breakdown as follows:

1.) overpayment of $108.00 from quoted contracts

2.) Remainder of days not refunded of $46.36 from refund checks received totaling $1686.00

3.) remainder of money for services not provided from 25 Feb to 8 Mar of $233.64

Business

Response:

We extend our

apologies for the frustration you experienced when purchasing multiple

insurance policies from our [redacted]. It is our understanding that in

February you obtained auto, homeowners and earthquake insurance policies, and

sales agent [redacted] completed a photo inspection. On April 8, 2015, a

Notice of Cancellation was generated by our underwriting department advising

that due to the absence of a required photo inspection, your home policy was

scheduled to cancel effective May 3, 2015. After receiving the cancellation

notice, [redacted] scheduled a second home inspection not realizing that in February,

he had failed to upload the original photos taken into our system. On April 14,

2015, he uploaded the original photos notifying our underwriting department

which resulted in the removal of the pending cancellation. Meanwhile, you

obtained insurance with another carrier requesting to cancel all policies. [redacted], Insurance Business Manager in our [redacted], advised that he

contacted you on May 21, 2015, to address your concerns. He confirmed that he

backdated the professional discount to the policy inception date of February

25, and waived the short rate cancellation fee on your auto policy,

[redacted], generating a credit of $143. Your refund is being processed and

you should receive it within 2 weeks. Additionally, he explained that we were

unable process your request to cancel your policies back to their inception

date of February 25, as insurance coverage was in force and had a claim

occurred, coverage would have been provided by the Automobile Club. Please

accept our apologies for our service failures. We assure you that these service

failures do not meet our corporate standards. If you have any questions or

concerns, please contact [redacted], Regional Manager, at [redacted]

Review: I AM A MEMBER OF TRIPLE A LAST TIME I USED THEM I RECEIVED HORRIBLE SERVICE WAS CHARGED FOR VISITS THAT SHOULD HAVE BEEN COMPLIMENTARY DUE TO THEIR ERRORS THEY SENT A TOW TRUCK COMPANT\Y TO CHNAGE MY BATTERY THE MAN STARTED BANGING ON MY CAR WHICH BROKE A PIECE OF MY BATTERY AND MY TERMINAL I SENT THEM PROOF AND PICTURES ALSO I WAS CHARGED FOR A REPLACMENT BATTERY AS THEY STATED IT WAS A BATTERY ISSUE THEN THEY LATER SAID IT WAS MY STARTER WHICH WAS TRUE, SO I SENT RECEIPTS REQUESTING THEY PAID FOR THE DAMAGES OF TERMINAL ALONG WITH REFUNDING ME FOR THE BATTERY THAT I NEVER NEEDED AND SENT RECEIPTS FOR THEM TO TELL ME THEY COULDNT REFUND ME AFTER THEY ADMITTED I NEVER NEEDED A BATTERY AND TO TOP IT ALL OFF THE GUY WHO CHANGED BATTERY WALKED AWAY AND LAUGHED WHEN I ASKED HIM FOR MY CHANGE BACK AND KEPT MY MONEY I HAVE ESCALATED THIS WITH TRIPLE A AND THEY DID NOTHING HORRIBLE SERVICE THEY ALLOWDesired Settlement: REFUND FOR REPAIRS AND BATTERY AND UNAUTH CHARGES FOR VISITS THAT WERE COMPLIMENTARY

Business

Response:

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, 2014. You were initially sold an AAA battery, and later, had the starter motor in your vehicle replaced. [redacted] initially handled the investigation into your claim. We understand that Ms. [redacted] had offered to reimburse your member dues and allow the multiple service calls as a resolution, but this was not acceptable to you. Ms. [redacted] also advised that you originally sought reimbursement for the battery and starter motor, the latter was the likely the original problem with your vehicle. However, after your Revdex.com filing was received, Automotive Services Manager [redacted] reached out to you to review your case and discussed the matter in greater detail. Mr. [redacted] 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 $2.00 in change. The following day, you had three more service calls and there was confusion over the proper type of battery you were sold. One technician also broke your battery terminal during service. On the last request for service, that technician determined your starter as the source of the problem. We are pleased that we can offer to refund you for the cost of the battery and terminal. Had 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 expectations. Therefore, we are issuing you a check in the amount of $140.00 for the AAA battery and the terminal repair. We also allowed the subsequent service calls on August 17, 2014 so you won’t have those count against you in the event you need roadside service during the remainder of your membership year. We regret the inconvenience this has caused you as this is not the typical experience our members receive at the roadside. These concerns regarding the technician’s behavior have been reviewed with the contract station owner at Auto Car, Inc. and 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 [redacted] at (909) 364-1500.

Review: I purchased a battery with AAA in Dec 2011. After 3 weeks, the battery failed to start my car. I received a battery jump in the second week of Dec 2011. I called AAA to notify them of the faulty battery and they sent out a rep to test. The assoc tested and found no issue. The very next day 12/21/11, my battery failed to start and a rep was dispatched and switched out the battery stating the one the rep gave me initially was too small for my turbo engine. I received a bill for $60 for an additional service call on 12/21/11. I sent a dispute to AAA in February 2012 and did not hear anything from AAA. I have lived at the same address for 3 years and never got another bill. In November 2014 I received a notice from my credit monitoring stating they sent the amount to collections. I again, I never received an additional bill and I should not be charged for another service call since the additional service calls were related to the poor battery AAA charged from the beginning.I have disputed with the 3 various credit bureaus but because the new creditor, [redacted], does not know of the depth of the situation, they are holding it as a valid charge. I have also contacted AAA directly and they state they cant assist me at all.Product_Or_Service: Roadside AssistanceDesired Settlement: DesiredSettlementID: Other (requires explanation)I would like AAA to issue me a check for $60. This will ensure that I can forward the balance to the collection agency without paying out of my own pocket for the erroneous charge.

Business

Response:

Your Automobile Club of Southern California membership

non-renewed on 12-16-2011. The services that were provided to you were by AAA Northern

California, Nevada & Utah (NCNU). We contacted NCNU to see the issues that occurred

with the services they provided while you were in their service area. Their

records state they provided a battery for your vehicle on 11-29-2011. They also

show you made subsequent calls to them on 12-21-2011 and 12-22-2011 for the

same battery issues. These services were verified as valid, so your expired

membership did not cover them and, as a result, you were billed. NCNU stated

the battery was not the issue but your statement says that it was replaced

because it was the issue. Since you were our member, we made a decision to

close the account and request the outside credit agency to request the negative

reporting to be deleted.

Review: The Automobile Club of America service when I called them a few times is gotten so unbelievable horrendous that nobody is doing their correctly at all. I have wasted a good portion of my time calling A.A.A. and not getting the right answers and then requesting to speak to a supervisor. I have been lied to, also told a supervisor would be calling me back which never happened, being left on hold for long periods of time where I had to hang up and start over. I had some problems in the past where A.A.A. admitted to their problems and gave me a whole speech that they were going to improve their customer service relationships when members call up and need questions answered. Well to no surprise these days but nothing has happened and the customer service is just a s bad and as I can see it, not improving at all. I am so anger on how lousy the service has gotten and for such an established company. I am trying to renew my membership and now with his unbelievable horrid service, I wouldn't pay A.A.A. no t one penny of out of my pocket, not with this atrocious customer service. Not even to have a supervisor call me back and being lied to. I want the top of the A.A.A. company to know how bad the customer service has gotten. It never, ever, ever has been this bad and over the last year or so it has gotten really bad. One of the worst companies as far as customer service goes ever!!!! I have never gotten such horrendous service as this company has been for over a year now. I would like compensation for the headaches and the lies and the unprofessionalism this company is delivering these days. After being told about a year ago from one of the top offices that they would take care of their problems, well all I can say is, even the top brass has lied to me about making significant changes for the better because nothing, absolutely nothing has changed at A.A.A. at all. It has gotten worse with the lies, rudeness, unprofessionalism and one of the worst customer service companies that I have ever dealt with.Desired Settlement: DesiredSettlementID: Contact by the Business

I want to be compensated for the Horrendous and lousy service this company has come down to. I want my card to be renewed but with the constant headaches, lies and deceit, I absolutely refuse to pay them a penny from this disgusting company with their disgusting service. If they do not fulfill my request, I would like to know what other company that has the same things as this company were I can go and take my business to another better run company t

Business

Response:

As a follow up to

your telephone conversation with associate [redacted], we apologize for the

lack of follow up by our representatives and the service you experienced. Be

assured that occurrences such as these are not our usual and customary way of conducting

business. While we sincerely regret your experience, unfortunately, we are

unable to provide compensation for these occurrences. We can however assure you that your concerns

are important to us and we have addressed the matter with our management staff

to ensure no further incidents of this nature recur. Our review of your

membership ([redacted]) reflects it expired on January 24, 2015. Due to

the amount of time since it cancelled, a new membership will need to be

established. In recognition of your prior years of longevity with the Club, we

have authorized an exception to eliminate the $20.00 new membership enrollment

fee. Please contact Mr. [redacted] at your convenience to have your new membership

created. Regarding your automobile insurance policy; the policy is scheduled to

expire on August 10, 2015. However, because you currently have no active

membership, we are unable to offer the renewal of your insurance policy. Once a

new membership is established we will expedite the renewal offer of your

insurance policy. Please understand, the Automobile Club of Southern California

is a membership based organization that provides services and benefits

specifically for its members. In order to take advantage of these benefits,

every member must have a valid membership for us to offer all the products and

services. This includes: auto, home, watercraft and personal liability

insurance. Mr. [redacted], we hope you will reconsider your decision and allow us

to continue to service your membership and insurance needs. If you should you

have any questions, please contact [redacted] at [redacted].

Review: This has been an ongoing issue for the past few years. AAA's billing system is broken and my statements are sent to my parents house instead of my own. I have called repeatedly to resolve this issue as well as gone to branch locations myself in person to correct this issue. Each time the problem is fixed I am assured that it will not happen again, and a few billing cycles later my statements are being sent to my parents house yet again.Desired Settlement: That AAA will once and for all correct my auto insurance billing address and destroy any AAA related connection they think they have between myself and my parents address. I have not lived there in over 13 years.

Business

Response:

We extend our

apologies for the frustration you have experienced with the insurance staff in

our [redacted] branch. It is our understanding that you have attempted to contact

us several times about correcting your address and it has not been corrected in

a timely matter. Please allow us to assure you that these delays do not meet

our corporate standards as we strive to provide our members and insureds with

products and service of the highest possible quality at all times. [redacted], Insurance Business Manager, has made several attempts to reach you at

[redacted] and [redacted] but did not have the pleasure of speaking with

you regarding your customer service concerns. In addition he emailed you at [redacted] and included his

contact information. He has assured us that he will personally provide

additional coaching to these employees to ensure these service failures are

rectified. We 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 should have any questions or concerns, please contact

[redacted], Regional Manager directly at [redacted].

Review: I contacted AAA on 7-15-14 to cancel both my home and auto policies. I spoke with [redacted] in the cancellation department in which I explained to her that I have already obtained insurance with another company dated 6-18-14. She advised that I needed to provided my insurance declaration pages as proof and that the account would have to be sent to another department to be processed and back-dated so I can receive the appropriate refunds from the deductibles I have already paid. I provided [redacted] with the documents at the conclusion of our conversation via email and received no response. I contacted her to verify that she received the documents and she verified she did via email and stated the account was being closed. On 7-25-14 I had still not received any confirmation of cancellation, refund, or documentation so I called back and spoke with [redacted]. He stated that he did see the request on the account but could not verify why it hadn't been processed yet. He requested I resend the insurance declarations from my new insurance to him and that he would give me information by the end of the day. I sent [redacted] the documents by the end of our conversation and still have not heard anything from this company regarding my cancellation or refund. I also received in the mail today a cancellation notice by default for non-payment in the mail from AAA. To date, this company has failed to respond to my requests for cancellation or provide the appropriate refunds for both policies.Desired Settlement: I am requesting that AAA cancel my home and auto policies in a timely manner, provide documentation of the cancellation, and provide the prorated refunds owed to me on both policies.

Business

Response:

A review of our records reflects that on July 15, 2014, you spoke with our representative and requested to have your auto and home policies cancelled effective June 18, 2014. As the effective date of cancellation was 27 days in the past, we required a copy of your policy declarations with your current insurance provider. Upon receipt of the documents, our representative followed an incorrect cancellation process, resulting in the delay you experienced. On July 25, 2014, you spoke to our representative and again requested to cancel your policies. With our representative’s receipt of the qualifying documents both your auto and home policies were cancelled effective June 18, 2014. As a result, on July 28, 2014, we mailed you a refund check in the amount of $69.88 for the unearned premium on your auto policy. On July 31, 2014, we mailed you a refund check in the amount of $401.00 for the unearned premium on your homeowner policy. Please accept our apologies for our original representative’s error when she processed your request for the cancellation of your policies. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. While we understand your decision to cancel your auto and homeowner policies, we hope you will consider us again in the future as your insurance provider. If you should have any questions, please contact [redacted] at ###-###-####.

Review: At 9 a.m. on September 25th, 2014 I called AAA roadside service. My battery was low and so my car was not starting up. Around 10 a.m. the contracted company, Brea Towing, arrived as they were dispatched by AAA roadside assistance. He began the process of checking my battery by trying to remove the battery cover. He was struggling so I told him he needed to press the buttons on the sides of the battery cover. My car is a Volkswagen Jetta 1.8 Turbo 2004. This car is designed with important wiring through out the car and above the battery, and below the battery cover. After he struggled to get the battery cover off he did his tests. He ask me to start the engine. It started after a little bit. Then he move his connectors around and then ask me to test again. It did not start. He then moved another set of connector and then asked me to star the car again. It started. He then removed the connectors and gave me a print out showing the diagnosis of three things. One of them was the battery with a voltage of 11.45V. I asked him to replace the battery. He said he would ask his supervisor. I believe he was a new technician. After talking with his boss his boss said no. He said I would need to take my battery to a battery testing place. If the battery is proven to not hold the charge they would replace it. I was not happy. He left. I drove my car for 4-10 minutes and the car began to overheat. I stopped my car immediately and called AAA. I asked for a supervisor and told them the issue. The guy was cooperative. He kept using words like, well what do you want me to do? We can send a guy to tow the vehicle to a repair shop. I told him that they damaged my vehicle, they need to fixed it. My car was stopped for about 40 minutes. I drove it to see if it would over heat. It did again. After work I called the lady at AAA. I informed her of the issue. She said they will investigate it, yet she showed me no sign of effort. I am stranded at home and I don't see any effort from them.Desired Settlement: I expect that AAA will fix my car on their expense. The fact that they damaged my vehicle on purpose or by accident, does not matter to me. What matters is that they take the proper responsibility to fix what they broke. I don't have the money to go and fix this issue myself, and I will not, since they damaged it. I am a paying AAA California club member. If the law does not force them pay for all damages that they have caused, including any damages as result of the damage they have caused, such as any engine damage, replacement of internal sealed coolant (special on my car) or any other damages caused from this mistake. I also expect that they pay for a reasonable car rental, all paid by them, until the car is repaired and brought back to the same condition it was in before they damaged it. If I incur loss of pay because of not being able to get to work, I expect them to pay for that as well.

Thank You.

-[redacted] (213) 909-6035

Business

Response:

We would like to begin by extending our apologies for any frustration and inconvenience you experienced as a result of the service provided to you by Brea Towing, one of our Independent Service Providers. Our understanding of the issue is that the results of the battery test performed on your vehicle came back as “charge and retest.” The technician then appropriately asked you to take your vehicle to a local Approved Auto Repair facility to have the battery charged and retested. We understand that out of frustration with this request you demanded that the technician override procedure and immediately replace your battery. Due to the elevated disagreement you had with the technician, he was instructed by his dispatcher to leave the scene and diffuse the situation. Shortly thereafter you drove away and reported that your vehicle had over heated. Mr. [redacted], Contract Stations Relations Supervisor, was asked to contact you and resolve your concerns. On September 30 your vehicle was inspected by Mr. [redacted] and no link between the overheating and the jump start was established. Further, two Automotive Service of Excellence (ASE) Master Mechanics were consulted to review this case. The combined thorough investigation resulted in the determination that the overheating of your vehicle was not related to the jump start it received. Mr. [redacted], as a courtesy, contacted a VW Dealer who stated they would give you an opinion of the issue if and when you bring the vehicle to them. Mr. [redacted] ended his investigation with you by stating that he will be more than happy to review this matter further should additional information regarding your claim arise. If we may be of further assistance to you or should you wish to discuss this matter further, please contact Mr. [redacted] at (714) 424-8191.

Review: I was involved in an accident, which was entirely not my fault. The accident resulted in considerable damage to my vehicle. AAA is the insurance of the other driver and they have not handled my claim properly. I have not been offered reasonable compensation for my losses. In addition, I received an untruthful and demeaning phone message. AAA is basing its valuation of my vehicle entirely on vehicles which are outside my market area or in considerably worse condition than my vehicle. AAA originally provided 7 comparison vehicles ranging from 84 to 369 miles away. When I said that these were not in my market area they provided four additional comparison vehicles, 2 were over 80 miles away, one was in very poor condition needing a rebuilt engine and one was actually in Mexico. Thus their valuation of my vehicle is faulty. While my claim has been pending, my vehicle has been located at a collision center which is under contract with AAA. My vehicle has not been maintained in the condition at which it arrived at that facility. Several pieces of my truck have been removed. AAA is now refusing to pay for a rental vehicle while my claim is pending. AAA has not been forthcoming about how I can proceed to have my issues addressed within AAA. The accident occurred on September 24, and I have still not been offered reasonable compensation for my losses.Desired Settlement: I would like to receive a reasonable offer of compensation for vehicle and other losses. I would like to be given a rental vehicle while my claim is pending. I would like AAA to review its practices in handling its claims to make sure all claims are handled in an equitable and fair way. I would like to have a reasonable offer for my pain, suffering, time and loss of income which has been caused both by the original accident and the time it has taken to resolve this claim.

Business

Response:

We understand you have been speaking with Mr. [redacted], team manager at our

Review: On the last week of Nov. 2014, I purchased a Certified Toyota Camry so I called up my existing insurance co which is AAA to advise and get a quote removing the old lexus and including the new Toyota Camry. I was quoted an annual premium of $6.941. Because I cannot afford the high premium, I looked for another insurance company that quoted me about 50% lower so on Dec. 4, I called up AAA and spoke with a Policy Service Specialist and I asked how much is my outstanding balance as of that day because I am planning to switch to another insurance company. He told me that I am paid and good until Dec. 14, 2014. I asked whether I need to pay anything should I terminate the policy and he replied that I will not pay anything if I cancel on or before Dec. 14. With the information given, I decided to take advantage of the paid coverage and finally terminated Dec. 12. When I called up to terminate, I was advised by Collection that I still owe $300+. I mentioned that I made my decisions based on the information given to me by their Specialist. I should have terminated [redacted] on the Dec. 4 since the other company is a lot less. If they are saying that their Specialist gave me the wrong information, they are misleading their customers and preventing us to make the right choices and decisions. AAA sent me several letters to collect and I faxed my response to [redacted], Collection Supervisor. Another employee told me that my dispute was rejected and he told me to just talk to the Collection Supervisor. I called around 2 to 3 times but only voicemail. I left messages but my call was not returned. I would like AAA to retrieve my conversation on Dec. 4 if they record conversations so I can prove myself. I requested the Specialist to send me an e-maill stating that I don't owe them anything and that my premium is good until Dec. 14 but he told me he cannot do that but he said that he will just send an e-mail stating that my next payment is due Dec. 14 which he did.Desired Settlement: AAA should adjust the billing to reflect the premium that I should be paying had I switched to the new company. I have copy of the quote issued to me. Wrong or misleading information by any of their representatives caused me to lose opportunity of having to pay less premium in the 10 days that I still stayed with AAA having been informed that my payments are good until Dec. 14, 2014. Also, I requested to cancel my younger son in the policy after a little over one month of enrollment and the credit given was only $76 of the $639 for 6 months.

Consumer

Response:

Thank you very much for all your help. Three of my issues with different companies had been resolved and I am left with this issue. I sincerely appreciate your time and effort.

Business

Response:

Your

last term of coverage with the Exchange was effective February 12, 2014 until

cancelled per your request December 12, 2014. We have included an itemized

statement that shows all payments made toward your term balance for your

review. Your inquiry states you have some confusion as to whether your policy

had a balance due when you called and requested cancellation December 12, 2014.

Below we have outlined our communications with you, since your last payment of

$315.27 posted September 18, 2014. You contacted our Policy Management Group

(PMG) on October 15, 2014 and advised you had received a lower quote elsewhere

and wished to discuss your policy. You were advised that you may qualify for

the vehicle mileage discount and the good student discount (GSD). You stated

you would call back with the information to re-calculate your premium. You

called back October 17, 2014 and provided us with the transcripts needed to add

the GSD for your son, [redacted], which you were informed this would apply a $76

credit to your annual premium. On November 26, 2014, you reached out to our PMG

department and provided the annual mileage for both the Lexus and the Honda.

Based on the readings provided we advised no vehicle mileage credit could be

applied as readings were not accurate. You stated you would check the vehicles

and call back. We received another call in on December 2, 2014 where you asked

for a quote to replace Lexus with a 2012 Toyota Camry. We advised on that call

what the new annual premium would be adjusted to and that you still had not

made the payment we billed you in November and the policy was set to cancel

December 5, 2014 for non-payment and the call ended. We called you back to try

to save the policy an hour later, and you advised our save team representative

you would make the payment by December 4, 2014. Our records show you called our

PMG department December 3, 2014 (7:59pm) to request that we exclude your son,

[redacted], from the policy. We advised the credit that would be applied to the

annual premium would be $176, but the policy was currently in danger of being

cancelled. We further explained the current balance due was $893.79 until

signed exclusion was received and processed. The minimum due to save the policy

with the signed exclusion would be $358.89 or $456.96 without signed exclusion

for [redacted] being received. You stated you understood and the call ended. The next

day, December 4, 2014, after speaking with you, we received the faxed signed

exclusion and added the appropriate credit to your policy of $174. The credits

applied on your policy pushed back your cancel date and allowed a new adjusted

billing to be generated to you. At (11:13am) on December 12, 2014 you contacted

our PMG department and requested the policy be cancelled stating the premium

was too high. At (11:27am). That representative acknowledged your request then

transferred you to our save team who finalized your request and advised of the

balance still due. Your response was that you were informed there is no balance

due from the [redacted] call which does not reflect in our records. Attached you

will find the declaration pages as well documenting your requested changes and

the adjusted balances due. The Exchange handled all your requests and billed

properly. The balance of $308.48 remains

valid and unpaid as of the writing of this letter. Please feel free to contact

[redacted], Collections Supervisor at [redacted].

Consumer

Response:

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,

I don't agree to what AAA was saying that there was no communication made with them when their representative advised me that I don't owe them anything and that what I previously paid will cover me until Dec. 14, 2014. I have an e-mail as a proof to support this. I actually requested that he gives me something in writing but he said I can only e-mail you that your next payment should be on Dec. 14. I repeatedly double checked with him if there is anything I should pay if ever I cancel on or before Dec. 14 and he clearly mentioned there is none. Now, I think the integrity of the company is questionable.

Review: On or about the 2nd or 9th of June. I contacted AAA Auto Insurance to obtain auto and renters insurance. I spoke with a Mr [redacted] and purchased auto and renters insurance. He stated, he would send forms for me to sign and to return to him. This was on a Tuesday, the 2nd or 9th of June. I did not receive anything in the mail from him the following Tuesday and I called Mr [redacted]. He stated, I should receive it in the mail tomorrow. I did not receive anything from Mr [redacted] the next day or that weekend. On June 25th I spoke with a supervisor [redacted] who stated I should have received the paper work by now. He contacted Mr [redacted] and he were to send my papers to Victorville Ca. On Friday June 26th I went to the Victorville location and no one had receive anything from Mr [redacted] pertaining to me. The Representative at Victorville contacted Orange County and said it was being sent now. I told her that I was going to the library. Im here filing this complaint. I informed Mr [redacted] that I was homeless the month of March 2014. I have caught up with my car payment and needed to obtained auto insurance and renters insurance. I informed him that I commute one hour and a half drive one way to my employment and work a 12 hrs shift. I needed proof of auto insurance as soon as possible. I have not received anything from Mr [redacted] as of this date.Desired Settlement: I only request to receive my AAA Auto Card and a copy of the auto insurance and renters insurance policies as well as proof.

Business

Response:

It is our understanding that on June 2, 2015,

you spoke with our agent, Mr. [redacted], who assisted you with the

purchase of your automobile and renters insurance policies. Mr. [redacted] informed you that there were forms that required your signature and, per your

request, Mr. [redacted] mailed the documents to you later that day.

Approximately one week later, you spoke with Mr. [redacted] informing him that

you have yet to receive any of your policy documents. Mr. [redacted] then

suggested that you allow two additional business days for delivery and if still

not received, to call him back to discuss alternate options. Unfortunately, a

call back was never received. Subsequently, on June 26, 2015, Mr. [redacted] received

an email from Insurance Service Representative, Ms. [redacted], from our

Victorville branch office, informing him that you were waiting to complete the

required paperwork at the branch office. Upon receiving this initial

notification, he forwarded all the necessary forms to Ms. [redacted] for assistance.

Regrettably, a minute later, Mr. [redacted] received a response from Ms. [redacted]

stating that you were no longer available and would return at a later time. It

was on the following day, Saturday June 27, 2015, that Mr. [redacted] received

an email from Senior Insurance Service Representative, Ms. [redacted],

submitting your completed documents. Ms. [redacted], Insurance

Business Manager, contacted you and offered our apologies on the time it took

to receive your policy documentation. We understand that the documents have now

been received and your policy is in good standing. Please be assured that

occurrences such as these are not our usual and customary way of conducting

business. If you have any questions, please contact Ms. [redacted] at

[redacted] ext. [redacted]

Review: I signed up with AAA back in Nov. of 2015 to have both of my cars insured with them and paid a initial $416. Then paid $287.24 in Jan. 2016. I then received the bill for February and there was a finance charge of $27.98 which was never disclosed to me that there will be a finance charge to have automobile insurance with AAA. I then called the Agent I signed with and he said that's normal charge that they add with the car insurance. So I felt that I got lied too. I could not continue to use AAA now knowing how they do things. So I bought another insurance policy with All State before my Insurance with AAA expired. Now AAA is asking for a additional $64.74 for a supposed lapse in coverage when I went personally to there office is [redacted] on 2/9/16 to cancel the policy which expires on 2/10/16. I am really disappointed how AAA has handled these situation. I called their customer support and the lady on the line was rude and was of no help at all. I am hoping for assistance from the CA Dept of Insurance that businesses like these are checked and not continue to harass hard working people like me.Desired Settlement: I would like to have the $64.74 supposed lapse be waived and investigate what happened to the $416+$287.24 that I put down. Thank You for your time.

Business

Response:

We would like

to begin by extending our apologies for the frustration you experienced when

you purchased a new auto insurance policy from an agent in our [redacted]

branch this past November. It is our understanding that at the time you

purchased the new policy our agent may not have clearly communicated to you

that a service charge is included with each of your monthly payments. The

Exchange, like many other insurance organizations, offers an auto insurance

installment payment option and assesses a finance charge to help defray the

expense of this option. The expenses of this option are both operational and

administrative, including costs of multiple billings and the costs of related

system controls. It is very important to us that our representatives provide a

clear and accurate explanation of both our payment options and any finance

charges that may be incurred by our members who purchase a new insurance

policy. [redacted], Regional Manager, advised that the Insurance Business

Manager in [redacted], [redacted], has contacted you and discussed

your concerns regarding this finance charge included with your insurance

payment. Please accept our sincere apologies for any miscommunication and allow

us to assure you that it was not our agent’s intention to mislead you in any

way regarding the finance charge assessed as part of our insurance payment

program. In regard to your question about the bill you received for $64.74. That

is not related to the finance charge. That amount is what was billed as part of

the annual insurance premium for time that your policy was in force and not

covered by the $416.00 down payment you made last November. We are sorry we are

unable to provide for your auto insurance needs at this time. However, we

greatly appreciate your 31 years of loyal membership and hope to have the opportunity to serve your membership needs

again in the future. If you have any other questions please contact [redacted] directly at [redacted].

Review: AAA Auto Club of Southern CA refuses to cease mailing me "Life Insurance" offers via mail after many requests from me to stop exploiting my name and invading my privacy with solicitations. I am not interested in any Life Insurance policy with AAA Auto nor will I ever be so please stop. Thank you.Desired Settlement: Settlement? To please stop mailing me "offers" for life insurance, please stop exploiting my name, stop invading my privacy and stop bothering me with your "telemarketing fraud schemes and tactics". I am not interested. Thank you.

Business

Response:

Correspondence such as yours concerning our marketing efforts is very helpful as we evaluate our marketing strategies. Your request to no longer receive these mailings was forwarded to my attention for follow up and response. We have taken the necessary actions to ensure that you do not receive any additional life insurance solicitations. We apologize that you had to make multiple requests to stop our life insurance mailings. Our intent with our marketing materials is to communicate the many valuable products and services that the Auto Club offers to our members. However, we strive to move quickly to remove those who prefer not to receive these member offers. Many of our members are not aware of the various life insurance plans available, and they appreciate that they can acquire life insurance from a company, such as the Auto Club. We appreciated having you as an Auto Club member, and we hope that you consider becoming a member in the future to take advantage of the many benefits. If you have questions, please contact [redacted] at ([redacted]) [redacted].

Review: 1st is did not ask to be hit by their insured person . I was hit by a person who was having a seizure, I was stopped at the light hit at full speed.

taken to hospital , and left on the street that night from no way to find who was it that hit me and their insurance .spent the night on a lawn chair

as my home was in my car and it was destroyed. I asked aaa for a rental car as I hav no home and am looking for a job. they set me up with a rental car

at hertz then a few days later they pulled a trick and said , no we wont pay for the rental now , u will get reimbursement. oh so that blows up my credit card

on their pricing , and negligent ablilty to help me ,as I was nice and thought these were nice people taliking to me .

now I have a credit card bill I cant pay using up my 1000 dollar line of credit ,for their tricky change of plan .because the sign destroyed by this person hits property limits.

all this is a game on me to pay and wait for % reimbursement . now a month later , living out of another rental car til mine is fixed at over $10,000 for a 2 yr old car with 20,000 miles

and credit that was developed with this car I bought.

again they tricked me into paying for my rental and not paying me asap.or just paying for it like they said they would

I dont even hav money to pay for the car im renting this week and the other ones since this happened .

I got a lawyer , but he doesnt pay my bills .

now I hav to live under high stress because AAA wants to worry about a sign and not a person , ME

an injured person , and now they are injuring my credit and all credit I hav is going to pay this car rental.

I hav zero credit available to pay when I return this car next friday .

they hav been very quiet since this happened , the rental car game swap they played .

accident was october 14 2014

I went to hospital , and hav now huge bills from this event ,

I was rear ended at a light , stopped and hit at full speed . put into shock and trauma for several weeksDesired Settlement: I need rental car 100% reimbursement , now !!!!!!!

not 3 months later after my credit is ruined , as a result of their games .

an apology,for playing games with me

with the full funds from all my rental cars and most important the 1st one

as soon as possible .

I needed to pay that car they rented for me , but switched half a week later and made me pay, that is pushing all my credit limit to max.

I need this money right now , to reduce some of the stress they created for me

they are effecting my health with the stress they caused me with thier games .

and be cordial to my lawyer who is working to get me closure on everything .

Business

Response:

Response is to attorney representing complainant. We are responding to an inquiry that we recently received

from the Revdex.com regarding the claim involving your client’s

rental expense. We

understand your office has spoken to Andrew [redacted], Team Manager at our Costa

Mesa Claims Center. As you are aware, the combined property damage to all

parties exceeds our insured’s policy limits of $10,000. Normally this would

result in pro-rated offers to all parties involved. However, Mr. [redacted] has

spoken to Allstate and the Huntington Beach Wetlands Conservancy and both have

expressed a willingness to accept a smaller percentage of their damages so that

Mr. [redacted] can receive a larger percent of his rental expense, which may

include reimbursement in full. At this time Mr. [redacted]’s vehicle is still

under repair with an anticipated completion date of November 26, 2014. Since

the final rental expense is not known, we are unable to present final figures

to the other claimants until we know the full extent of all costs. Mr. [redacted],

we regret any inconvenience this loss may have caused your client and we

appreciate the opportunity to address his concerns. Once your client’s rental

expense has been finalized, please contact Mr. [redacted] at (714) 435-8499 so

that he may work towards a final property damage resolution.

Consumer

Response:

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,