Automobile Club of Southern California

Review: Reported an accident that occurred on 11/28/2015 and was given claim number [redacted]. I suffered no loss. Agent claimed she didn't hear from other party and closed out my claim. Now I am getting calls and letters from other party's insurance company ([redacted]) wanting me to record answers to their questions. There is a police report on this incident. I have emailed AAA several times begging them to tell me what to do and they refuse to respond.Desired Settlement: I need to know the status of this claim; it should not be closed if the other party is pursuing it. I should not have to deal directly with other party's insurance company. AAA should be working on this and reporting resolution to me in a timely manner.

Business

Response:

You indicate [redacted] Insurance has contacted you to secure a statement from you on this loss. You have indicated you do not want to discuss the accident with [redacted] Insurance. Furthermore, you have no intention in filing any claim in this loss. The damage to your vehicle was a slight paint transfer. We have reached out to [redacted] Insurance and informed them that all communication should be directed to us and that you wish not to speak to them directly. We have the police report which is inconclusive. The other party and you have conflicting opinions as to which car collided with the other in heavy traffic. Regardless, we have coded you not at fault in this loss. Should you have further questions or concerns, please contact [redacted]

Review: On Oct. 11, 2013, I was involved in a car accident. AAA found I was at fault despite proof to the contrary. My claim was handled by someone quite inexperienced and, as a result, my car was unnecessary totaled. I bought a new car a week later. I informed AAA I would keep the same policy Id previously had. I received a confirmation email from [redacted], the Team Manager, with a quote of the new premium. I then received a confirmation letter from The Vice President with the same exact amount. For more than 2 months I had to beg for my insurance cards before I finally received then.To my shock I then received another invoice with a totally different premium raise, a stunning $500.00 more! I paid the original amount I was quoted by the Team Manager and the Vice President for the whole year ($1374.00). Now I am being harassed with notices and threats of finance charges if I dont pay the additional amount!Desired Settlement: To have AAA correct their mistake and adjust my premium to the original $1374.00 (already paid in full for the year) I was given by the Team Manager and the Vice President and stop harassing me about an extra $500 dollars that came out of nowhere.

Business

Response:

The primary reason for the increase in your annual premium was the accident of October 9, 2013. You were found to be principally-at-fault in this accident. As required by California Insurance Code (“CIC”) § 1861.02, the Interinsurance Exchange of the Automobile Club’s (the “Exchange”) rating plan, which was submitted to and approved by the California Department of Insurance (“CDI”), uses the driving safety record of each insured operator to generate the largest single portion of the premium charged. A person’s driving safety record includes all suspensions, revocations and cancellations of the driving privilege, as well as all convictions for traffic citations and principally-at-fault accidents incurred by regular operators of insured vehicles during the three years immediately preceding the policy or renewal effective date. A principally-at-fault accident is defined in the CIC as one in which the driver was 51% or more at fault and the total loss or damage caused by the accident exceeded $1,000.00. In our letter of March 21, 2014, I stated that the above principally-at-fault accident, the rate revision implemented on July 1, 2013, and the need to insure a newer, more highly rated vehicle (the 2007 Dodge Caliber SW 2WD SXT, I.D. #4760) were responsible for the increase in your 2014 renewal premium. We also advised you that if you had not been principally-at-fault in the accident and our rates had not changed, your 2014 renewal premium would have been $1,297.00 even with the Dodge rather than the 2004 Jeep being insured. In view of the rate revision and the inclusion of the October 9, 2013, accident in the rating process, your 2014 renewal premium was $1,924.00 less the Policyholder Savings Dividend of $87.00 that the Exchange applied to your account. This left you with a net premium of $1,837.00. We also wish to reiterate that your policy was rated in strict compliance with our current pricing plan and that the premium amount calculated in compliance with that plan is accurate. Consequently, the Exchange cannot arbitrarily adjust the premium amount. We must apply our rating plan in a fair and equitable manner to all insureds and charge the exact premiums calculated in compliance with our plan. Therefore, no refund is currently due you. We would like to clarify the apparent confusion regarding the premium of $1,374.00 mentioned in your letter. This premium amount was simply the revised total annual premium that would have been charged for the 2013-2014 policy term if the 2007 Dodge Caliber had been the sole insured vehicle listed on your policy at the inception of the policy year. It was never presented to you as your premium total for the 2014-2015 policy period. The misunderstanding regarding your 2014 renewal premium stems from the fact that two separate policy declarations were issued on the same day. That is, on January 17, 2014, the Exchange issued policy change declarations showing that the 2004 Jeep had been replaced with the 2007 Dodge Caliber. On this same day, in order to offer you renewal at least 20 days prior to the expiration date of your policy, the Exchange issued Renewal Declarations. The renewal premium shown on these declarations included the October 9, 2013, accident and the 2007 Dodge Caliber and was calculated using the revised rates mentioned previously. Both of the declarations, however, showed the policy terms for which they were issued. Finally, we would like to clarify that when Mr. [redacted], Supervisor, Policy Management Group, stated that you were a first year insured, he was referring solely to the number of years you had been insured by the Exchange. He was not referring to the number of years you had been a member of the Automobile Club of Southern California, which had no bearing on the calculation of your premium, your acceptability for insurance or any other aspect of your Member’s Automobile Policy. It is the position of the Exchange that you were properly informed of the underwriting requirements to replace the 2004 Jeep with the 2007 Dodge. You did not provide the requested documentation in a timely manner and did not make the Dodge available for inspection. The Exchange acted in accordance with its underwriting acceptability guidelines and promptly and accurately advised you of our requirements. In your letter, you also stated that the Exchange had refused to respond to inquiries sent to us on your behalf by the Revdex.com (the “Revdex.com”). We have no record of having received any communication from the Revdex.com regarding your policy. If we had received an inquiry from the Revdex.com, we would have responded promptly and fully. Our Member Relations Coordinator contacted the Revdex.com and learned that there were system issues that kept the Exchange from receiving complaints from the Revdex.com. These issues have since been resolved. If you should have any questions, please do not hesitate to contact [redacted] at ([redacted]) [redacted], or [redacted], Manager, Underwriting Department, at ([redacted]) [redacted]-1767.

Review: AAA has accepted the home policy premium, completed the home inspection and issued the home policy. Their underwriter [redacted] and [redacted] sent out a letter of cancellation of the policy. Their sales person [redacted] and his manager [redacted] has contacted the underwriter and has disagreement for the cancellation. The underwriter does not want to take risk of brush fire which is very low for this property. I have three vehicles and another property insured by AAA which has no risk are OK with them, but a low risk property can not be insured according to their guidlines. These guidlines appears to be written just infavour of the company and not the customer. I spoke with [redacted] and seems like her manager is very adamant does not want to reconsider the inspection report. I am very dissatified and unhappy with the AAA insurance and their procedure of underwriting and will take all my business including my three vehicles and home to some other insurance company.Desired Settlement: Honor the policy that is already issued and accepted.

Business

Response:

We understand you contacted the

Review: We purchased a home insurance policy from AAA for our new home in September 29, 2014. The policy was purchased during escrow, where I payed one year insurance fee upfront directly through the escrow.

On 12/23/14 I received a phone call from AAA insurance sales rep ([redacted]), stating that the AAA is increasing the policy cost from 1406/yr to 1999/yr. The reason of the price increase given to me was that AAA made a mistake in the original cost of the home and did not include a kitchen in the policy! This mistake was done by the Encinitas branch, managed under [redacted], and caught by their underwriters. I was told that I had to pay the difference in full to keep my policy. I asked for the policy change statement to have the changes in writing, which I received via email from the sales rep ([redacted]) on 12/26/14. I also received a check on 12/27/14, stating that my insurance was canceled on 12/23/14. I was told that I would get a bill with the policy change statement in mail, where I had to pay by January 19, 2015.

Currently, my home insurance is canceled by AAA, because of a mistake done by AAA. It is weekend, all insurance companies are closed and I do not have home insurance!

AAA has waisted my time when I was getting home insurance quotations during my home purchase, has done mistakes in the policy, increased my coverage fee due to their mistake (caught by their underwriters), and canceled by policy without sending me a bill or a new quotation for my consideration.Desired Settlement: Refund me for the amount charged thus far: $320. This is the least AAA can do to compensate for the time I spent for signing up with them during escrow on a policy they did not honor, and the time I have to spend to get another home insurance, following up on all the paper work with escrow and the bank holding my home mortgage.

Business

Response:

We extend our

apologies for the frustration you experienced when you purchased a homeowner’s

insurance policy from our Encinitas branch. It is our understanding you

obtained a homeowners policy in September of 2014, ([redacted]). [redacted]

contacted you in November advising that an error was made in the original

calculation of the replacement cost of your home and that in order to

accurately calculate the new cost, a high value inspection was required. Based

on the inspection and all the data characteristics of your home, our

underwriting department determined your home was not properly rated and

recalculated your replacement cost value to $858,000. This generated a prorated

premium increase of $453 and a new annual premium of $1,999. You were advised

by Insurance Business Manager [redacted], that you had the option to either

decline the changes or accept the new premium.

By declining the changes, a prorated amount owed would be calculated for

the period of time the policy was in force using the initial calculated

premium. On December 23, you contacted [redacted] advising him that you accepted the

policy changes and premium increase. Since the policy was scheduled to cancel

effective December 21, the system generated a Notice of Cancelation and a

refund check in the amount of $1,086. Once underwriting was advised that you

accepted the premium increase, the policy was reinstated with no lapse in

coverage, the refund was applied back to the policy and a Disregard Cancel

Notice as sent to you December 23, 2014. [redacted] advised that he attempted to

contact you on January 8, and again on January 12, to address your concerns,

but was unable to reach you. 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 other

questions or concerns, please contact [redacted], Regional Manager directly

at ###-###-####.

Review: Good Morning,

Several years ago I decided to get rid of my car and purchase, instead, a motorcycle to drive around Southern California. At the time I had insurance through some other company and my mother suggested I check out AAA of Southern California since we had been members of them for over 11 years. I went into their offices on [redacted], in [redacted] California and they informed me that in order to get insurance through them I would not be allowed to use our family membership that we had for over 11 years, but I would instead have to purchase my own policy. I was not very happy about that but I figured with the benefits I had through the AAA that it would be worth it. I opened my own individual account, while still maintaining my family account and I also purchased the legally mandatory insurance for my motorcycle. A year later I purchased another motorcycle and added that to my policy as well bringing my policy with AAA up to two motorcycles and no cars. I tell you this because during the entire time I have had coverage through AAA I have never used it. Ever! So I pay them $78 a year for piece of mind and nothing more.

Last month, I had a flat tire on my motorcycle and decided that it was finally time to break out my membership and have them tow my bike to the dealership less than two miles from my home to have the tire fixed. Even though I could have just driven it there with very little worry about damage to the rim, I decided to use my membership that I was paying for on my Motorcycles that was entering into it's second year. Upon calling the AAA roadside assistance for help in getting my bike towed to the dealership, I was told that the membership that I was paying for coverage on my Motorcycles was null and void because my vehicles were considered "recreational" and were not covered by my membership. They would be more than happy to tow my vehicle if I was willing to pay an additional fee! So in essence, AAA of Southern California was selling me something that they knew full well that I was unable to use due to the vehicles I was operating and took my money without ever telling me about the additional fee and with no intention of ever allowing me to utilize their service that I was paying for because my vehicle was placed in a different category by one of their pencil pushers. They were fully aware that I never use my service and was simply hoping that they could continue to charge me for something that simply didn't apply. Their tactic was not only unethical but certainly borderline illegal. Bait and switch comes to mind when I think about what they were trying to pull. So, instead of simply covering the liability on a motorcycle which statistically is rarely ever paid in the industry and is considered by most insurance agents as free money to the companies, AAA of Southern California got greedy and decided to take the regular policy, force the customer to add a roadside package that they know full well can't use and then hope a pray that their customer never actually uses it.

Luckily for me I wasn't in a situation where I really needed roadside assistance otherwise I would have been placed in a very precarious situation and probably would have been forced to pay the additional fees to use a product that was sold to me under false pretenses. Instead, I was lucky and was simply using it as a convenience. Once I discovered their scam, I immediately cancelled the policy and asked for a full refund of both my insurance and membership fees that I had paid for that year since it was obviously sold to me under dubious circumstances. I spoke not only to the call center, but a representative of their corporate offices making it very clear to them my anger over this obvious scam and demanded they return all money paid to them that year immediately. Several days later I received a pro-rated refund for both my membership and my insurance. Considering the nature of this scam, I expected a full refund not a pro-rated refund and still expect that to this point. In addition to this, I feel that my membership fees should be fully refunded, not just for the last year, but for the entire time I had my individual membership since if it would have been explained to me fully and completely, I would never have opened this additional membership because I would have taken my business someplace else. I expect a full refund for their underhanded business tactics and would warn any motorcycle enthusiast to steer clear of AAA of Southern California completely!

$192.00 Paid to AAA for Insurance on 1/13/2015

Refunded $159.00 on 2/9/2015

$78.00 Membership Fee on 1/7/2015

Refunded $65.00 on 2/6/2015Desired Settlement: I expect a full refund for all moneys paid to AAA of Southern California simply because the services they sold to me were null and void.

$33.00 for insurance

$78.00 for membership in 2014 that was unusable

$13.00 for prorated membership for 2015 that was unusable

$124.00 refund total.

Anything that you can do to help me recover my money paid to this non-service focused organization would certainly be appreciated.

Business

Response:

It is our understanding that on November 25,

2013, you spoke with our agent, Mr. [redacted] who assisted you with the

purchase of a membership and an auto insurance policy. At that time, you

advised Mr. [redacted] that you were now solely driving a motorcycle, and that

you did not require any cars on your auto policy. Subsequently, you called our

Emergency Roadside Service (ERS) team to assist you with a tow for one of your

vehicles, whereupon our representative informed you that your membership did

not cover your motorcycle, since it was considered “recreational”. At this

time, you were informed that you could pay an additional fee to have the

appropriate coverage added, which would allow for our ERS team to tow your

motorcycle to a nearby dealership. Our records indicate that on January 29,

2015, you then spoke with our Policy Management Group representative, Ms. [redacted], expressing your wishes to cancel your auto insurance policy and

membership with us. Mr. [redacted], Insurance Business

Manager, confirms that he spoke with you on March 11, 2015 regarding your

policy and membership concerns, and that an additional refund for your total

membership period in the amount of $92.00 was processed on March 12, 2015. Please

accept our sincerely apologies for Mr. Sandoval’s error when binding your

membership. Regrettably, he made a mistake when he did not provide you with the

appropriate roadside service coverage for your motorcycles. We appreciate you

bringing this issue to our attention as it allows us to review our internal

processes and improve overall member service. If you have any questions, please

contact [redacted] at [redacted].

Review: I renewed my 2014 annual AAA membership in March 2014 by completing, signing & providing my credit card information on the renewal form provided by AAA. As part of said renewal, I added additional coverage for motorcycle roadside assistance and included the increased fee on the renewal form (as per directions provided on the renewal form). AAA timely received the renewal form and charged my credit card (an incorrect amount) yet failed to add the additional coverage. 11 months later, I filed a claim for motorcycle roadside assistance but AAA refused to honor the coverage and states that I never added the additional coverage despite overwhelming written evidence that I have provided to the contrary.Desired Settlement: Refund for my $60 out of pocket costs I incurred for the roadside assistance that should've been provided by AAA had they honored the terms of my AAA membership.

Business

Response:

We contacted [redacted] and

offered apology for the error. He advised that he does not want to renew. We

offered him complimentary Motorcycle coverage for the upcoming term and offered

to reimburse him for the usage he incurred. We are taking steps to prevent a

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

[redacted].

Review: I purchased a motorcycle in 2012. Being a SEVENTEEN year memberof AAA, I instantly upgraded my service to the "premium" service. I did this by calling AAA on the phone and telling them I needed to add my motorcycle to the roadside service coverage. They also explained to me that I had 200 miles towing with this premium membership. On 5/5/2015 I broke down on a motorcycle 189 miles from home. I was transferred to southern ca office. I was told I did not have the package that included specialty vehicle towing. I had my wife call AAA from home to fix it and she did. Next southern ca told me that although I had the Motorcycke package I was entitled to on,y 100 miles tow. I called my wife and again she called northern ca to fix it and she did. Then the tow truck driver informed me that I had, in fact used ALL my tows and they would tow me 100 miles as a "courtesy" for being a premium member. He stated it would be $9 a mile very mile over 100 miles. My only recourse according to AAA would be to pay the near thousand dollars then file for a reimbursement from northern ca at a later date. I did not have 1000, and had to find someone who drove all the way to Pismo Beach in a RV (which is the only thing he has to attach a trailer to) and tow the bike to [redacted], then he had to drive home all the way to [redacted]. I spent hours in the sun, I was sunburned dehydrated and emotionally and physically exhausted.When I signed up with AAA, It was sold to me as a national chain. I was told I got certain things for paying my dues, which I payed for 17 years. I was never told of any invisible lines of demarcation. If you go past this invisible line you lose all your benifits. I was sold a sevice. That service was motorcycle towing at least 200 miles in the United States of America. What I got was something that wasn't even valid 189 miles from my home. Although their mileage rate was $9 a mile to tow me home, to make up for this fiasco they offered me $1 a mile.Product_Or_Service: Motorcycle 200 mile tow servicDesired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)I want to be reimbursed for the 189 miles I had to tow my bike home myself, wheni had already paid an agency thousands of dollars over the SEVENTEEN years for that very service. I want the $9 a mile they were originally going to charge me, because that

Business

Response:

This is not a matter for the Automobile Club of Southern California (ACSC) to address. This complaint has been previously forwarded to [redacted]. Please forward to correct company for handling.

Review: I involved car accident January 8 2015 at parking lot, reported to my insurance company, They invested and told me the other driver should pay the cost. My insurance company told me pay deductible $500 and fix my car, I did. I am still waiting my money,my insurance told me it will take long time. I even have a picture that can prove I was already out of parking lot when the other driver hit my car. The other driver's insurance is AAA insurance [redacted]. policy number is [redacted].ThanksDesired Settlement: I want it resolved as soon as possible and get my money back.

Business

Response:

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 lot. Our insured driver states that he was stopped in

this parking lot when you rear ended him. We certainly appreciate that this is

a very frustrating circumstance given your strong conviction in the version you

have put forward. Unfortunately no witnesses are available to support or deny

either driver’s version. Also there is no physical evidence available that

resolves this situation. Absent any compelling evidence to the contrary, we

must accept our insured’s version of events. We understand you have had your

vehicle repaired under your physical damage coverage through your carrier. Your

carrier can submit the liability dispute to an intercompany arbitration panel

for review. The Auto Club would accept any decision from that forum that is

within our coverage limits. You 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 liability. Absent any additional information, we

have concluded that [redacted] was not responsible for the loss. We regret this decision could not be more

favorable to your interests and if you have any further information or

questions, please contact Claims Manager [redacted] at [redacted].

Review: September 2012 I renewed my auto insurance over the phone, with a young man, got the paid in full discount and paid $800 for which I was told would be good & would not have to worry about paying against until September 2013. I kept receiving statements from AAA but the balance was $0. I figured that it was probably common practice for the company to send out billing statements but because I had already paid for the year I was sure I the balance would be zero. Then in February 2013, I called customer service because I noticed one of the statements said I had owed money. The customer service rep I spoke with apologized & stated that the paid in full discount & probably not been applied properly & that she would resubmit it, for me not to worry & I was once again good on payments until Sept. 2013. In April, after returning from out of town I noticed that I had received another letter from AAA but this time stating that my policy was being canceled. I immediately called customer service, & for the first time they noticed there was a previous balance of $129 on the policy that they failed to notice when I renewed & when I called in Feb. I was under the impressed the entire time that the previous balance was included in the renew and I was good on payments until Sept. 2013. I just so happen to speak to the same young man that did my renewal and he said that for some reason he did not see it at the time and did understand why he did not see it & apologized. I was told to pay the $164 (amount after late charges & billing fees), otherwise my policy would stay canceled. As a full time student that requires strict budgeting I was not able to make the payment & requested to speak to a manager. The next day a manager by the name of Ronda called me, was extremely rude, just to tell me there was nothing they would do even though it was their mistake that the balance was not applied at renewal. Since then I have been given the run around & left without insurance. Been members for years & so disappointed!Desired Settlement: See Complaint Text

Business

Response:

Response to complainant offers apology and explains policy and billing changes in detail. We took steps to prevent a recurrence.

Review: I suffered a lost on 1-31-2014. Someone broke into my home & I made a claim with my Insurer. Since that day I have been getting harassed by my adjuster. I had my claim transferred from the first adjuster named [redacted] and given to [redacted], of whom wasn't much help. I then requested an investigator and she was a minor help but informed me that she was given special instructions by Ms. [redacted]. She began telling me that I wasn't allotted stipends that I know are covered in my policy for lost of use. They accommodated me in a hotel stay for a month due to my home being unlivable and each week, or sometimes each day I had to keep asking for additional nights, even though the city inspector had deemed my house unlivable and there was no proof that my landlord's had made any repairs. While relocating to another place, that home was also broken into and vandalized and I filed yet another claim. They are trying to combine the claims even though they have already assigned another claim number. I have proof that my house was still unlivable, and they refused to accommodate me during the last few days, of which I spent the night in my car. I pulled out my money from my 401k and I have exhausted all of my savings. I have asked them to at least expedite my lost of use money, and let's work on my actual claim so that I can continue living, and they told me that it will all be handled at one time, even though they are two separate claims and I am just handling the first at this time. I am not sure why I am being given such a hard time in regards to my claim. I have cooperated and even spoke to a supervisor Mr. [redacted], and advised him that I have never suffered a lost of this kind, and I haven't been given the proper service. He accommodated for a minute but now we are right back into a back and forth mitigation with no resolve.Desired Settlement: I would like my lost of use claim to be expedited and my claim to be transferred to an adjuster who has experience with complicated claims. I am already on leave from work as a result of stress, and they have made this experience even more stressful. I don't pay my insurance to be treated partially by my insurer. If I have further non-cooperation I will then pursue this matter for not only my lost items, but also for punitive damages.

Business

Response:

Insured filed multiple claims. We had insured complete examination under oath. Claims has been since been settled.

Review: Upon entering into a contractual agreement with AAA for a 12 month Auto Insurance contract, I was working with the an agent within the Laguna Hills branch who reached out to me regarding my online quote request. After two weeks of finalizing policy details, premium rates, deductibles, etc, we came to an agreement on all of the above. All details were documented in writing including monthly installments rates, confirmation of agreed upon premium, mileage, etc. After collecting my large down payment and providing me with the electronic forms to sign, the agent suddenly became unavailable despite my many attempts to contact her with questions regarding the paperwork/contract provided (there were a few red flags that were concerning to me). After over a week of attempting to contact her (and an attempt to reach her boss), I made a second attempt to contact her manager to resolve the issues. He made excuses for her absence, committed to have answers to me by the end of the day, and I never heard from him again. By this time, my previous insurance coverage was reaching expiration and I was forced to sign the document or be faced with no insurance coverage (illegal in CA, and with my car being under a loan, it is required by law that I provide this). I had no time to shop other options, thought we had reached an agreement, had our agreement documented, and yet was unable to reach the agent with questions. Now, the contract reflects a MUCH higher rate than we agreed on and needs much revision and I cannot get anyone in the company to right the wrong. Despite my month's worth of attempts and the fact that I have everything we agreed upon in writing. I have contacted corporate customer service, the branch manager again, and have now visited the Huntington Beach branch location to no avail.Desired Settlement: I would like the premium we agreed upon to be put into effect. In addition, I expect details on how and why this occurred and what will be done to ensure this doesn't happen in the future. At the VERY least, I expect this company to back up what their agent put in writing as it was no fault of mine that the premiums changed from our agreement when no details on my end changed.

Business

Response:

We extend our apologies for the frustration you have experienced while attempting to resolve your concerns with your auto insurance policy. It is our understanding that you have contacted us several times regarding this matter. [redacted], Business Development Manager advised that he has spoken with you regarding your concerns and inquiries specific to your final auto insurance policy annual premium. He advised that your concerns have been addressed and you are satisfied with the premium we are charging. If you should have any questions or concerns, please contact [redacted].

Review: The initial quote I was given online was different from the one provided by the local representative. This was not such an issue since there might have been different questions and therefore different information that could have modified the initial quote. No other information was requested or provided, but a week later I received a phone call requesting me to go in again to review my policy. An addition amount had to be paid to keep my existing policy. The final straw of extortion and shakedown was I received a letter informing me that an addition $65 will be needed to maintain my current policy. These increases were all within a three week period. I have never made a claim and I have never had an accident. EVER.Then when I cancelled my policy and then my daughter's (we both found policies at a quarter of the premium), on both occasions they said that the check was in the mail and after a month and numerous calls where I was given different and conflicting information, they said they will re-issue the checks. Independently, my daughter experienced the same process of "The Check is in the Mail." This is not a hiccup but policy at the office in Chula Vista. A corrupt system of extortion and delays.Desired Settlement: Investigate and if there is extortion--systematic practice of shakedown and delay in paying back refunds--to sue the office for consumer fraud.

Business

Response:

It is our understanding that you met with sales agent [redacted] on August 24, 2015, to purchase an auto policy for you and your daughter [redacted]. Both policies were bound with an effective date of August 25, 2015. After our underwriting department reviewed your daughter’s policy application, [redacted], it was discovered that she did not meet our underwriting gui[redacted]ines due to her driving record. A Notice of Cancellation was issued on September 2, 2015, advising that her policy was scheduled to cancel effective September 23, 2015. When your policy application, [redacted], was being processed, we learned of previously unknown activity on your driving record which generated a premium increase. Additionally, the professional discount was removed from your policy due to not receiving the required documentation generating an added premium increase of $67.00. On October 21, 2015, a letter was generated by our underwriting department requesting to verify the information on your policy to be correct and whether or not you accepted the premium increase. The letter also advised that an Exclusion of Designated Person Endorsement ([redacted]) was required for your daughter [redacted] since our records indicated she was residing at the same resident address. You contacted [redacted] on October 28, 2015, requesting to cancel your auto policy advising that you purchased an auto policy with another carrier. Your policy was cancelled and a refund check in the amount of $531 was issued on October 30, 2015. Mohmoud Bondugjie, Insurance Business Manager in our Chula Vista branch, spoke to you on November 25, 2015, to address your concerns. You advised him that you had not received your refund check. He informed you that he would request to have your refund check reissued and mailed to [redacted] per your request. If you have any other questions or concerns, please contact [redacted], Business Development Manager, 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.

1. Delay in paying back the refund. I phoned twice on behalf of my daughter and then went to the office in Chula Vista where I had to gain permission from my daughter by phone in order for me to ask if the refund check was sent. They assured me that the check was sent. A week later my daughter still had not received the check. She called them again (twice) and on the last call asked them to cancel the original check and issue another one. She received the check 6 weeks late.2. The same process is happening with my refund check (which I still have not received). I called three times to check the status of my check and on all three occasions I was told that the check was issued. The last time I asked to cancel the check and issue another one and on that same day left a message with [redacted] whose answering message said that he will return my call that same day. The only time he responded was when he received the complaint from Revdex.com more than a week later. Only then was I informed by Mr. [redacted] that my refund check was sent which to this day November 30th I still have not received.

Review: On Dec.31, 2014, I called the auto club to have a tow truck pull my husband out of the snow. He was cut off by another driver, and got stuck. I was told by the auto club that this was not covered under my towing service and they gave me some other lame excuse about not having chains on the vehicle!!! We have lived in the mountains for over 39 years and have never put chains on any vehicle. We have a 4 wheel drive for that reason.An auto club tow truck even passed by my husband where he was stuck. My husband flagged him down and asked for help. The driver said he could not help him without an order from the auto club and just left him there stranded. And by the way, the tow truck did not have chains on!!! My husband was stuck for over 3 hours until I could find a friend to help him out.

I have been a member of the auto club for over 20 years and pay my bill every year. What kind of a company is this? After believing I was insured for ANY KIND of towing all these years, this is truly a shock. What have I been paying for all these years? It should not matter where you live, mountains, desert or in a big city. I called auto club to file a complaint.

I spoke to a Tish Fortune about this matter and she told me that we we not helped because my husband did not have chains on his vehicle. I then spoke to a lady named Dora and was told the same story. So, what have I been paying for all these years? If you need an emergency tow, why were we refused service,because we live where it snows? This is un-believable!!!Desired Settlement: I should receive some kind of refund for the 20 years I have been paying for a service that does not exist. All these years I was proud to say I was an auto club member. WHAT A JOKE!!!

Business

Response:

A review of our records

reflects that on December 31, 2014, you contacted the Automobile Club of

Southern California (Auto Club) to request winch-out service after your

husband’s truck was run off the road into a snow berm by another motorist. Regrettably,

the representative assisting you erroneously declined service, stating that

extrication of an operable vehicle from the snow was not a covered benefit

under your membership. In your inquiry, you stated that a friend assisted your

husband after waiting several hours on the roadside. In addition, you indicated

that your husband flagged down an Auto Club service provider, and the driver declined

service and stated that a service request would need to be initiated by the

Auto Club prior to rendering service. Moreover, you reported filing a complaint

and receiving a callback, only to be informed that the reason for the declination

of service was valid due to your husband’s vehicle not having snow chains

installed at the time of the request. On behalf of our entire organization, we

would like to extend our sincerest apologies as we failed 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 have reviewed these events with all parties involved and have taken

the appropriate corrective actions in order to prevent any recurrence. As you discussed

with Mr. [redacted] on January 23, 2015, We are sending you a reimbursement

check in the amount of $122.00. This amount represents payment for your annual

membership dues. If you should have any questions, please contact [redacted]

at (562) 377-5339.

Consumer

Response:

My complaint has been resolved with the Auto Club.

Review: The level of incompetence by field agent [redacted] in attempting to place homeowners insurance was beyond belief. She made error after oblivious error in processing the application and in generating a quotation, as well as in soliciting signatures from myself and my partner. After she inspected the home, the terms agreed to (May 7) and the premium paid in full (May 21), we were then informed by Ms. [redacted] on July 15 that an additional inspection needed to be made, additional documentation needed to signed and that the policy was to be cancelled effective August 12.

Prior to this irritating and unbelievable turn of events, I contacted Ms. [redacted]'s supervisor at AAA Southern California, [redacted], on June 6 for clarification about the policy's status and my concern about Ms. [redacted]'s handling of our insurance and he never returned my call. Ms. [redacted], on June 18, called to say her manager just informed her that I called and that I had concerns. I emailed both parties at AAA and expressed my displeasure that a manager would not step up and address the concerns of a disgruntled customer. Neither have responded.

Upon receipt of the notice of impending cancellation dated June 18, I contacted the underwriting manager listed on the letter, [redacted], on June 21and left her a voicemail as well as sent her an email with attached correspondence from Ms. [redacted] which stated that all was well. Ms. [redacted] also did not return my call nor respond to my email. Given it was her office that made the decision to cancel the policy and given my expressed and extreme displeasure with Ms. [redacted] and her inept handling of the insurance processing, I fully expected a manager to contact me. I am shocked by the profound lack of professionalism.Desired Settlement: I have never filed a complaint against a company, nor their employees, but given the extreme disregard the managerial staff have shown to an eighteen year customer of AAA, I am moved to do so at this time. I have found replacement coverage for the homeowners policy and will be canceling it prior to August 12, along with my automobile insurance, effective July 1, and my 18 year membership with AAA.

Business

Response:

We extend our apologies for the frustration you experienced when you recently purchased a home insurance policy from an agent in our Woodland Hills branch. It is our understanding that numerous errors were made by the agent during the process. After an additional inspection was performed it was determined the home did not meet our underwriting guidelines and the policy was to be cancelled effective August 12, 2014. We also understand that during the process of writing the insurance policy, you left a voicemail message for the agent’s manager to obtain a status on the policy and discuss your concerns regarding the agent’s handling of the policy, but you did not receive a return call. You also left a voicemail message, as well as an email, for the underwriting manager noted on the cancellation letter you received; however, you did not receive a return call or a response to your email. Please allow us to assure you that the service failures you encountered 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. Insurance Manager [redacted], informs us that she has communicated with you by voicemail messages and return email. She states she apologized for the frustration and inconvenience you incurred from this experience. Ms. [redacted] has confirmed that with insurance now in place, the cancellation date of your home policy has been changed from August 12, 2014, to August 6, 2014. Once the adjusted cancellation date is processed, you will receive a refund. Your auto insurance policy was cancelled effective August 1, 2014, with a $160 refund processed on August 4, 2014. We completely understand your frustration when you received notification that your home did not qualify and that your insurance policy would be cancelled. However it is important that we rate all of our policies accurately in order to be in compliance with all Department of Insurance guidelines and regulations, as well as keep our premiums fair for all of our insured members. If you have any questions, please contact [redacted] directly at ###-###-####.

Review: I have been a AAA member for over 5 years. In August of last year I called AAA to tow one of my vehicles to the shop. It needed a new starter. They dispatched [redacted] and recovery, [redacted], [redacted] to tow my BMW. He was a new and inexperienced driver. Per his boss, [redacted]. Whom I spoke to. The tow truck driver damaged my front end of my BMW. The damages were over $525.00. It took [redacted]l, Supervisor of Commercial Claims over 3 months just to inspect my vehicle.I send him pictures and estimates. Then he says there is no way to determine how much damage was caused by the tow truck driver [redacted]. The front end of my vehicle was redone like new in 2008, by [redacted] in [redacted] Ca. I took pictures as soon as I noticed the damages. The tow truck driver drug my front end in the dirt and rocks up my driveway. And on the top of the tow truck underneath my vehicle was a pile of dirt and rocks. [redacted] refused to list the damages he caused. I called AAA membership and explained to them what had happened. They assured me they would take care of the damages he caused. Needless to say I am very disappointed in AAA and how they treat their long standing members. I cancelled my membership. They will never tow any of my vehicles ever again. They get a big fat F from me on their report card.Desired Settlement: Pay for the damages their inexperienced tow truck driver caused to my vehicle.

Business

Response:

We understand you have spoken with [redacted], Contract Station Relations Supervisor, who investigated your damage

complaint. Based on photographs obtained during his inspection of your vehicle

and the photographs provided by you, we concur with [redacted] assessment and

the findings of the independent contract station, [redacted] & Recovery,

attributing the damage to “normal wear and tear.” There are numerous scratches

present on the underside of the bumper, running in multiple directions, which

is an indication of preexisting damage and not representative of any singular

event. You also commented on the length of time it took to have your vehicle

inspected. In reviewing [redacted] handling of your case, there was some

initial delay on behalf of the Club in assigning the case to [redacted]. Once

assigned, [redacted] contacted you on September 15, to advise you that based on

reviewing the photos you provided on September 10, he concurred with the

contractor in declining the claim. You subsequently refused to accept the

declination and [redacted] indicated that he would be willing to inspect the vehicle

in person. [redacted] attempted to inspect the vehicle on Tuesday, September 23,

and then again on September 30, but each time the vehicle was not present. You

then communicated with [redacted] on November 5 with a phone call on November 17

advising that the vehicle was not available on Mondays or Tuesdays at which

point [redacted] made arrangements to inspect the vehicle on November 20. After

having inspected the vehicle, [redacted] declined the damage claim again on

November 21. Our Automotive Services Manager, [redacted], then became involved

to review the investigation and also agreed with the assessment. A final phone

call was made by [redacted] to you on December 16 with a final declination to

your damage claim. During the period between September 15 and November 21,

there was ongoing correspondence, an inspection completed and photographs

obtained from the independent contract station ([redacted]). The personal

inspection you requested did not change the initial investigational results and

instead solidified the original findings. Although no longer an Auto Club

member, we appreciate you bringing this matter to our attention and allowing us

to address your concerns. If you should wish to discuss this particular matter

further, please contact [redacted] at [redacted].

Review: On May 31, 2015, I made a call to AAA for a battery jump. The independent contractor they sent out was 2.5 miles away and would arrive within 30 minutes according to the AAA estimate. The technician did not arrive until over 1 hour later, and was a tow truck driver, not a battery technician. He was unable to jump the car and left the site. Finally, a batter technician showed up 1.5 hours after the initial call, and was unable to hookup the cables to the batter as he could not locate the battery. After another 30 minutes of him sitting in his vehicle, attempting to jump the battery, and failing to do so, he left. This was a total of 2 hours from my initial call for service. The battery technician drove a truck (not a tow truck), and could not tow my vehicle out of the storage lot it was in. As this was May 31, I was trying to vacate the storage facility and not pay for another month of storage. AAA then contacted me 20 minutes later (now 2 hours and 20 minutes after the initial call), and asked if I wanted a tow truck to come tow my vehicle, which they estimated would take at least another "30 minutes." As I knew they took over 30 minutes the first time, I no longer had the time to wait, and the office for the storage facility was closing. I was forced to submit rent payment for the month of June for the amount of $105. I have the receipt for this payment.

I wrote to AAA at:

AAA Club Service

Attention [redacted]

I did not receive a written response, and upon calling them again the agent laughed at me on the phone and stated I would not be reimbursed for my storage payment.

I believe I was forced to pay for another month of storage because of AAA's inability to provide a service they GUARANTEE in their policy. I was able to get a friend of mine to jump the vehicle the next time around, and he is not a "battery technician". AAA should have been able to provide someone competent to take care of this matter.Desired Settlement: I am requesting a reimbursement in the amount of $105, or a credit in the amount of $105 with AAA to cover my next member dues in June of 2016. In either case, I believe I should not have paid for this storage fee for the month of June, and I did my best to give AAA the time they needed to provide the service they guarantee. Over 2 hours and 20 minutes of my time was wasted in the hot sun, and in the end, AAA could not provide a competent technician to jump a car battery. As an automobile club, selling insurance, I believe they should have been able to do this.

Their lack of communication to me with a proper response via written correspondence is also very unprofessional, and I feel their lack of attention to this matter is disrespectful and uncalled for towards a loyal client such as myself.

Business

Response:

A review of our

records reflects that on May 31, 2015, you contacted the Auto Club to request

battery service for your vehicle. In your inquiry, you noted significant delays

in our arrival, and that ultimately you were unable to obtain assistance. Regrettably,

heavier than normal service volumes caused our technician to arrive later than

our estimated arrival time. For this, please accept our sincere apology. Following

a detailed review of your service record, we found that the service technician

initially dispatched was unsuccessful in starting your vehicle. In an effort to

remedy the situation, the technician offered to tow the vehicle, but you

declined. A second call was then issued to again attempt to start the vehicle,

but at your request, this call was cancelled prior to the technician’s arrival.

You also noted in your complaint that

AAA failed to respond to your concerns in writing. However, we did confirm that

after receiving your letter on June 5, our representative spoke with you by

phone on June 11, and later sent you a letter regarding your service

experience. We extend our sincerest apologies to you as we were unable to

provide you with a totally satisfying member experience. As discussed with [redacted] on September 1, 2015, we are unable to make reimbursement of your

storage fees. As a goodwill gesture, an offer was made to remove the service

call from your record and to reimburse you for a portion of your annual

membership dues. According to [redacted], you declined both offers. We regret

that we were unable to reach a mutually satisfactory resolution to your

concerns. If you should have any questions, please contact [redacted] at

[redacted].

Review: On April 10, 2013 I purchased a trip to Bali through the socal AAA website. The website indicates that all premier club members receive $300,000 in travel insurance through Allianz. (http://ww1.calif.aaa.com/en-ca/explore-travel/pages/travel-insurance.aspx as indicated under footnote 1). I have a been a AAA member for 2 years and a premier member for 2. A large reason reason why I chose to purchase my trip through AAA was the understanding that I would be receiving travel insurance at no extra cost, as indicated by the site. Upon purchasing the trip I received no information regarding the travel insurance, I called the number provided by my confirmation email, I was told that I was not speaking to the right department and was told to call the AAA travel number, I called the travel number and I was told that they were not responsible and told to call the AAA website number. Finally I spoke to a representative at AAA, she informed me that I was not entitled to insurance and was told that they would forward my concerns to my superiors, I have yet to hear anything regarding my complaint.

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

Complainant was advised of the difference between travel insurance and travel accident insurance. We explained the benefits of each product in detail.

Review: I'am being charged for auto insurance above what was quoted and when the reason for the increase is because a ticket that was taken care of is not golng to be recognized as being off my Dr. Lic. Because it is a class a lic. The ticket remains on the lic. Because class a the DMV will not take it off because of the Jan. 1,2013 vec.code section 1203.4a it states that if you complete traffic school no points will show on the lic. Which I did complete with a certificate all they are basing this on is my lic.shows a ticket but no points are there because of traffic school completion. They will not look at my points which according to the court papers I got states no points because I was ticketed in a class c vec. Non commercial the only thing is the ticket remains on public record however no points will be assessed. Therefore I should not have to pay the higher insurance rate which they are charging me.Desired Settlement: Reimbursement for the higher rate and lower my insurance rate to what my points on my drivers lic. Reflects. Because. The class a lic. Is different than a class c.

Business

Response:

On November 19, 2015, you purchased automobile

insurance policy, [redacted], over the phone from sales agent, [redacted]. During the transaction, Mr. [redacted] ordered your motor vehicle

record (MVR) and upon review, found a chargeable traffic violation which he

discussed with you. Mr. [redacted] 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 policy. Mr. [redacted] then continued to write the

policy and bound it for an effective date of November 20, 2015. On March 14,

2016, you spoke with [redacted], Insurance Business Manager, regarding

your policy. Ms. [redacted] ran your MVR report again, with an effective

date of March 14, 2016, and found the traffic violation still on your record. Ms.

[redacted] explained that since the ticket had not been dismissed it is

still chargeable to your policy. Ms. [redacted] advised you to contact the

traffic school you attended. Ms. [redacted] also stated that the Auto Club

will gladly prorate your auto policy once the violation is removed from your

record. Should you have any questions, please contact. [redacted] at

[redacted] ext. [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.

They still have said nothing about my points on the lic. If I still have the 8 points that would tell them the ticket was dismissed , the traffic school said all paper work was filed with the DMV and courts. I feel that since they will not accept any of my paperwork as evidence of completion to keep my points because the DMV says the ticket remains as public record because of the class a.

Regards,

Business

Response:

Again, our agent ordered your

motor vehicle record (MVR) and upon review, found a chargeable traffic

violation which he discussed with you. Mr. [redacted] 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 policy. Mr. [redacted] then

continued to write the policy and bound it for an effective date of November

20, 2015. On March 14, 2016, you spoke with [redacted], Insurance

Business Manager, regarding your policy. Ms. [redacted] ran your MVR report

again, with an effective date of March 14, 2016, and found the traffic

violation still on your record. Ms. [redacted] explained that since the

ticket had not been dismissed it is still chargeable to your policy. Ms. [redacted]

advised you to contact the traffic school you attended. Ms. [redacted] also

stated that the Auto Club will gladly prorate your auto policy once the

violation is removed from your record. Should you have any questions, we

encourage you to please contact. [redacted] at [redacted] ext. [redacted].

Review: I have received a bill for $1171.58. The reason AAA says I received a bill so high is because I had removed a vehicle I had originally added insurance on, for a 2011 dodge challenger. when I called to make the change to this 2011 dodge challenger the agent I spoke with asked me what coverage I was going to get. I expressed multiple times that I wanted the cheapest coverage due to my financial burden. I told him I was in a hurry due to work and he said he was going to take care of everything and send me the paperwork and changes. I never received any paperwork, and when I first received a bill for a little over $600.00 for a bill I called and the agent said that they were charging me for changes made in August 2013. I asked what changes and she said the agent had added a $4000 premium to my account because I had authorized it, I never authorized it. after attempting to work something out with the company I asked for them to cancel my policy and she said I owed them a total of $1171.58. I asked to speak to a supervisor and she said there is nothing they could do. I explained to her I could not afford that amount nor the amount they were trying to charge me of over $600 a month. I asked her if they could lower it, she put me on hold for about 10 minutes and said she spoke to a supervisor and there is nothing they could do for me. if I chose to stay with them then they will extend the time frame I can pay them this crazy amount for insurance or if I cancel they will send my account to collections and I can deal with collections. This company has brought nothing but stress to me.They do not care about the customers.Desired Settlement: I am asking for them to lower this payment. I am willing to pay the amount I was originally billed which is about $508. I will pay this amount with the cancellation of the account.

Business

Response:

Insured added a newer vehicle to policy which resulted in premium increase. We confirmed premium is accurate and request to add vehicle was processed correctly. Insured does not agree with premium and policy was cancelled. If any questions, please contact our Insurance Services Department at 800-924-6141.

Review: I renewed my yearly home owners insurance with AAA on July 1,2015. It is payed in full for the year from the qoute I received in June 2015. I told them in advance that my AAA membership was done in Texas and my car insurance was also done in Texas because ins has to be in the state of registration. I moved to Texas in Aug. 2015 but I am in the process of selling my home in California. All of my insurance, car, home, earthquake, and renters ins is with AAA and I am a AAA member ! AAA sent me an additional bill for $464. For my home owners ins saying that they had to charge me more because I didn't insure my cars in Cali. After they had already sent the qoute and I payed in full ! I shouldn't have to pay them anything else because of different states its all AAA ! They are trying extort more money that I don't have and if they don't fix this I will file a lawsuit and I will never use or recommend them to anyone ! I will tell all my friends on [redacted] my experience and to not use AAA and to tell all of their friends not to use AAA ever because of their extortion type moves to get more money from its customers !Desired Settlement: Drop the $464. Extra charge for home owners policy CHO [redacted], I've been a member for 10 years and this is no way to treat a good customer that has pay them over $7000. A year for the last ten years ! If they don't drop the charge I will cancel my insurance in both states and blog negative things every day on [redacted] ! Your choice how this comes out AAA ! Keep a good customer for life or take a chance to loose several customers and a lot of money !

Business

Response:

According to our records, the Multi Policy Discount was removed from your California homeowners policy effective November 19, 2015, which resulted in a $464 premium increase for the remainder of your 2015-2016 policy term. Unfortunately, our computer system is not currently programmed to cross-reference policies between different states. The system recognized that your California auto policy had expired on July 1, 2015, and, as a result, it prompted the removal of the discount from your California homeowners policy. You called our Policy Management Group on November 30, 2015, to discuss the loss of the Multi Policy Discount on your California homeowners policy. You advised our representative that you were in the process of selling your California home and relocating to Texas, and that you had auto coverage in place with Auto Club County Mutual Insurance Company in Texas. Our representative explained that a California auto policy was required in order to qualify for the Multi Policy Discount on your California homeowners policy. While that information is correct, management has reviewed your unique situation and decided to allow the application of the Multi Policy Discount on your Exchange policy for the remainder of your 2015-2016 policy term. We apologize, on behalf of our organization, for any inconvenience or concern this matter may have caused you. We are pleased to notify you that effective November 19, 2015, the Multi Policy Discount has been reapplied to your California homeowners policy, reducing your premium by $464. That policy is currently paid in full and is in good standing. If you should have any questions, please do not hesitate to contact either [redacted], at (714) , or Mr. [redacted], at (714) [redacted].

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,