Automobile Club of Southern California

Review: Insurance agent encouraged me to shop around and allow my policy to lapse without warning me of tremendous price increase to renew

AAA Texas (Interinsurance Exchange of the Automobile Club, P.O. Box 25441, Santa Ana, CA 92799) significantly increased the premium for my homeowners policy for 2013. When I spoke to our local AAA Insurance Sales Agent, [redacted] (Missouri City, TX), he wasn't able to explain the increase but encouraged me to take my time and shop around because I would see the rate was reasonable and I could "always come back to AAA" even if my policy lapsed. He then showed me the Texas state insurance site that listed the companies providing policies (some of which did look cheaper), provided the URL for the state site, and mentioned some criteria to look at while shopping around. I mentioned to him that it might be a while before we could look and that I was concerned about the policy ending in August, and he said that with my history with AAA, it wouldn't be a problem to come back. He made no mention of any increases or negative impact. Unfortunately, it took my wife and I about 2-3 months to research other options. We did find that Mr. [redacted] was correct that AAA was our best option and even the increased rate was reasonable; however, when I made two calls into AAA explaining that we now wanted to renew our policy, I was told that it was NOT possible to come back at the same rate and, contrary to what their agent conveyed to me, that a new policy would have to be written that would be $1,000/year more than the premium that I had first went to discuss with the agent. My wife and I are not experts in insurance company procedures, and we are very disappointed that AAA's own agent did not warn us that we would immediately lose the original longevity discount built into our premium if we did not decide before the policy lapsed. At this point, where we would like to be a AAA customer again, we find we are being penalized $1,000 for following the advice of their agent to "feel free to shop around" and to "take your time".Desired Settlement: Reinstatement of my prior homeowners insurance policy

Business

Response:

Hello,

We understand that Regional Manager [redacted] has been in contact with you to discuss your concerns. We apologize for the length of time it took for you to receive your refund from the cancelled policy [redacted]. We are working with the Policy Management Group (PMG) to determine the reason for this delay and to take steps so this does not happen again. On the new policy [redacted] written by agent [redacted], it was necessary for him to cancel and reissue the policy under the number [redacted] due to Wells Fargo changing the closing date from June 6, 2013 to June 7, 2013. Unfortunately, this is the requirement and standard practice if there is a closing date change on any policy. If you have further questions or concerns please contact Regional Manager, [redacted] at ###-###-####.

Consumer

Response:

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

This response was improperly associated with my complaint. It's obviously for someone else. There was no refund involved in my complain and Well Fargo and a closing also have nothing to do with my issue. In addition, AAA refused to reissue a policy for me. Please contact AAA to find out the proper party for this response from them.

My complaint was not satisfactorily resolved.

Regards,

Review: Bought AAA Texas home insurance policy THO [redacted] and had the same policy for 10 years without any claim.AAA Texas change the policy in middle of the year without customer permission and use as harassment purpose to increase the premium and the issue was that AAA was missing exclusion document for last 10 years.Desired Settlement: Stop the bad faith practice and not to change a policy without customer agreement. Agreed to terms and condition at the time policy was paid and don't harass customer by increasing the insurance premium without consulting the customer.

Business

Response:

Complainant spoke with insurance agent and was advised of endorsement and deductible changes in detail.

I had purchased AAA for coverage on a moving truck I had customized. I asked the representative if this would be covered or whether I needed RV coverage for it. They said the Premier RV coverage was recommended for this vehicle. I don't own an RV, just this vehicle and my daily driver. I hadn't used the service for 362 days, but I needed a tow to storage while on leave, 2 weeks before deployment. After calling and arranging for the tow to storage (only 4 miles away), I waited for 2 hours. I called them back wondering where they were, and they said it wouldn't be covered. Frustrated, having run out of time just before deployment, I had to pay a ridiculous amount for a tow, which is why I purchased the coverage in the first place. I asked to get my money back considering I don't own an RV, They told me it WOULD be covered, and they screwed me over at the worst possible time. They were incredibly reluctant to refund me my $40. They had to review everything. They gave me the runaround, and after a few weeks I called them back. I still have not received an answer.

Review: My dishwasher had a sudden leak which caused water damage to dry wall below my sink in the kitchen and the wall. Although I am supposed to have coverage for sudden leaks, AAA denied the claim because they assert that it was due to slow seepage. As soon as we saw the water coming out, we directly reported it to AAA. I have spoken to two adjusters ([redacted] & [redacted]) and one manager ([redacted]). I have asked them for more detailed information on the reason why the claim was provided, which they have not provided. I asked [redacted] to quote to me the exact article/clause/language within my policy behind the denial, and she failed to do so. Moreover, when she called me back, I had to stop the conversation because a repair person came to my home. I asked her to call me back in 20 minutes or at another time as she is never in her office and only able to receive phone messages: she never called me back. I also asked all 3 agents about an internal appeals process and they told me that there was none. I called the AAA insurance number and asked for the name of a person in their corporate headquarters to whom I could address a detailed appeal: they called me back and said that they would give me the name, number, address and email of this person. It has been a week and they also have failed to do this. All of the numerous contractors who have seen the damage were amazed that AAA did not cover it. They have not made a good faith effort to allow me to appeal the decision. Under California Insurance Code Section 790.3, h (13) they have failed to "provide promptly a reasonable explanation of the basis relied upon in the insurance policy, in relations to the facts or applicable law, for denial of a claim or for the offer of a compromised settlement" as they are unable to cite the specific clause in the policy justifying their denial. The dishwasher, which caused the water leak, was replaced by my home warranty insurance ([redacted]) because they clearly saw thDesired Settlement: Payment of the claim in full. I have receipts on all of the repairs made for which I have paid. AAA did not even offer to pay for the emergency response crew which they sent out: I did not select this company. I've been with AAA for more than 20 years. They have truly let me down. I've made every attempt to work this out with them so as to avoid filing a complaint with California Department of Insurance: they have not made a good faith attempt to resolve this issue. I need your help.

Business

Response:

Thank

you for speaking with Regional Manager, [redacted], on June 15, 2015, and

providing clarity regarding your concerns. As explained by [redacted], we strive

to exceed our member’s expectations and we apologize that we fell short. A

review of the file has been completed and it appears your home was inspected by

Claim Representative, [redacted] and Claim Manager, [redacted]. Both

inspections found rot and deterioration to the side panel of your kitchen

cabinets and an area of exterior stucco was falling off directly behind the

dishwasher. Based upon this information, the claim was declined and a letter

was sent. We understand there may be some confusion regarding the decline

letter and the portions of the policy cited. Please allow us to provide

additional clarity. The policy you purchased was our Member’s Condominium

Owners Policy- Form 6. This policy is informally called a ‘named perils’ policy

because it provides coverage for only those types of losses/causes named (or

listed). These items are listed under “WHAT LOSSES ARE COVERED – COVERAGE A AND

COVERAGE C”, 1 and 2 (a) – (p). The investigation into your claim found the

dishwasher had been leaking repeatedly and continuously. The leak caused rot

and deterioration to a cabinet and exterior damage to your stucco. We

understand the dishwasher was replaced due to a defect that caused it to leak. Since

a continuous or repeated seepage or leakage of water is not listed as one of

the types of losses that are covered, nor an appliance defect, we believe there

is no coverage for the claim. During your discussions with [redacted], you

indicated you would like to provide additional information that you believed we

have not considered. As of the writing of this letter, the information has not

been received; however, should new information be obtained, we would be very

happy to review it. Should you have new information you believe we have not

considered or if you have any questions regarding our letter of March 18, 2015,

please do not hesitate to contact [redacted] at [redacted].

Review: I keep getting advertisements to call AAA for a free quote and I will get a $10-20 gift card to [redacted] or [redacted]. I go through the survey that's about 15 minutes, then they call back and leave message saying they need more information for me to get the gift card.This is a scam.Desired Settlement: DesiredSettlementID: Replacement

They owe me 2 gift cards now.

Business

Response:

It is our understanding that you received a

promotional flyer from our Marketing Department offering a gift card for an

auto quotation. However, in your letter you state that you have not received

our gift, and that our agents have attempted to communicate with you,

requesting more information. Please accept our apologies for any

misunderstanding you may have experienced regarding our quotation process. Our

agents followed up with you to complete the auto quotation, which would have

generated a gift card being mailed out to you. Since the quotations were not

processed to completion, our fulfillment department never mailed you our

promotional gift. Nevertheless, on March 19, 2015, a request to have an

[redacted] card mailed to you was processed, which you should receive in

four to six weeks. Our goal is to ensure that our members are provided with the

highest quality of service and that expectations are met. Should you have any

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

Review: two years ago my daughter was in a car accident under my insurance for 30 days, at the point of the time running out to settle the claim AAA paid the other party 100,000 never explaining to me why or how they came to that conclusion, I never signed any paper. That was toward Aug of last year, right after that they immediately raised my premium. I called AAA and talked to a guy named [redacted] he informed me the call was recorded and I explained to him why I wanted to cancel my policy. I asked him when my payment was paid up to and he told me I can cancel 7 days prior to that but not to worry the call was recorded because I had concerns. AAA now wants a closing bill of 307.74 and has sent me to collections AWA Collections, [redacted] Client Ref. Number [redacted]. The AAA rep name is [redacted]. I did file a complaint with the dept of insurance and AAA sent them a letter that was a lie saying there was no [redacted] but if it was recorded they know that and can check. Also they claimed that they should not of renewed in Feb of 2013 however that was not true they had no problem accepting my money for the renewal. the whole letter was fabrications. I did what there customer service rep said to do and if he was wrong as they stated that was not my problem. I could cancel at anytime and [redacted] gave me the date to cancel by.Desired Settlement: They need to close and stop the collection for 308.74 and take it off my credit reports

Business

Response:

In reading your correspondence to the Revdex.com we also find that we received a similar complaint from the California Department of Insurance (CDI) and responded to that inquiry previously. Our response to that inquiry is as follows: We would like to first address the issue of your daughter being on your policy, her accident, and the potential increase in your premium. Your daughter [redacted] was indeed placed on your policy in 2011 and she was indeed determined to be at fault for a July 20, 2011 accident, which was ultimately settled for $100,000. We realize you believe the accident was minor but the issue of the injuries suffered by the claimant did warrant the $100,000 settlement. You did remove your daughter from your policy on August 18, 2011, and while you may have initially been told or received a letter after that accident that your premium would increase if your daughter stayed on your policy, as your daughter was removed from your policy before the next renewal on February 25, 2012, there was no increase in your premium for any subsequent years as a result of this accident, because Amber, the driver at fault for that accident, was no longer on your policy. Regarding the actual changes to your policy and premium that you did notice, a review of our records reflects that there were several adjustments to your policy which affected your annual premium, and we would like to describe them for you now. When it came time to renew your policy, we offered you the renewal on January 17, 2013 for your policy renewal date of February 25, 2013. Your annual premium was $1,580.00, with an earned policyholder’s savings dividend of $109.00, for a total of $1,471.00. The vehicles on the policy were a 2002

Review: I have a contract with AAA membership as well as auto insurance. They then asked us to add our home insurance, which we did. They also asked us for a down payment, which I am loosing. I recieved a letter stating they have cancelled my membership and cancelled my home and auto insurance. The letter does not state a reason. I called customer service multiple times and spoke to a supervisor to ask "why" all my services had been cancelled. Supervisor could not give me a reason. Supervisor advised she would call me back, as I have called her many times and every time says she will call back with a reason. I have never recieved a call back or a reason. Now I the letter that states on May 31, my home, autos, will not have insurance. I need resoultion before May 31.Desired Settlement: I understand I have to pay for my services, I am willing to pay for all my services. I don't want to be inconvienced by having to shop the rates(including my home) all over again and pay another down payment.1. Membership reinstated (renewed)2. Auto insurance renewed3. Home owners insurance renewed.

Business

Response:

Dear Mr. [redacted],

This is in response to your complaint filed with the Revdex.com of San Diego and Imperial Counties. Your memberships with the Automobile Club of Southern California (Auto Club) have been cancelled due to your conduct. Our letters of December 5, 2011, January 6, 2012 and April 14, 2014 clearly notify you of the cancellation. Our letter dated January 6, 2012 describes in great detail the fact that your membership was cancelled because you abused the benefits of your membership. Furthermore, the letters instruct you not to open anther membership with the Auto Club. Despite this instruction, you were somehow able to obtain another membership with the Auto Club. Our letter dated April 14, 2014 advised you that after a recent audit of the membership cancelled due to a member conduct brought to our attention you had obtained a membership after previously being cancelled by the Club for your conduct. This most recent membership has also been cancelled. Do not attempt to open another membership with the Auto Club.

Review: To whom it may concern:For more than two weeks we have been requesting proof of our house insurance to be sent to bank of America from Automobile Club of Southern California. We have been given run around and told that the information has been sent when in reality it has not been sent. We have talked to a person name paul and Charles at phone number 949-253-1197 both whom have said they had send the information but actually have not. As a result it is taking that much longer for bank of America to give us a loan. And honestly it has caused us immense and unbearable stress to all our family members.sincerely [redacted] h. aziz

Product_Or_Service: home insuranceDesired Settlement: See Complaint Text

Business

Response:

Response to complainant offers apology and explains the correct documents have been sent. We took steps to prevent a recurrence.

Review: I filed a home insurance claim with AAA on 08/19/2015 due to a leak in one of our bedrooms. I was informed that my AAA home insurance would cover the repairs and it would take about three weeks for the repairs to be completed. I was then informed that AAA had misinformed me and that they would not cover the repairs to my home. I was then informed that had I gone and paid for the repairs they would cover the expenses. I am requesting that AAA cover the repairs to my home like they had informed me.Desired Settlement: I am requesting that AAA home insurance cover my home repairs like they informed me that they would promptly.

Business

Response:

In your complaint you express concern as to the coverage

decision reached on your claim. You reported the loss on August 20, 2015 and

advised that your home incurred water damage to your closet and ceiling that

was possibly from the roof or plumbing. Your claim was assigned to Field

Property Appraiser [redacted] for handling. [redacted] was

assigned to determine the source of the leak and [redacted] inspected

your residence. [redacted] inspected your residence on August 20,

2015 and found no plumbing issues to your residence. The water damage was

determined to be from a roof leak. [redacted] also inspected your

residence on the same day. The inspection revealed a small amount of moisture

to the closet carpet and drywall. The closet wall and ceiling had signs of mold

growth. On August 21, 2015, Field Property Estimator [redacted] inspected

the roof. There was no visible trauma to the roof in the area of the leak and

there appeared to be issues with the flashing and/or the valley causing the

leak. [redacted] initially advised that there would be no coverage for the

roof, however there would be coverage for the interior damages. Upon an

additional review of your claim, [redacted] realized that the interior damage

was not covered by the policy and advised you of his error the same day. On

September 11, 2015, Manager [redacted] spoke with your regarding the

matter and explained the error. We apologize for any misunderstanding that may

have occurred however the roof leak and interior damages are not covered by the

terms and conditions of the policy as they did not arise out of a covered

peril. Should you have any additional questions or concerns, please do not

hesitate to contact Claims Manager, [redacted] at [redacted].

Review: I received a notice that I have met my allotment for service calls for the year. [redacted] I acknowledge receiving roadside assistance on 6/22/15, the technician did not ask me for my membership card or any sort of identification. I do not acknowledge needing roadside assistance on 7/7/15 or 7/19/15.Desired Settlement: Reset my number of service calls to two for the current year.

Business

Response:

Your complaint states you acknowledge

receiving roadside assistance on 6/22/15 yet you do not acknowledge requesting

roadside assistance on 7/7/15 and 7/19/15.The synopsis below is of the service

calls requested on your membership 6/22/15, 7/7/15 and 7/19/15:

Review: We have had AAA insurance for many years. In fact, when you call they thank you for 46 years of loyalty. However, AAA did not take that into consideration when they refused to renew our homeowner's insurance. The reason, we had 2 claims in 3 years, both were for water leakage. There was more damage done on the 2nd claim because the plumber moved the insulation to find the leak and the pipe broke. We don't consider most of the damage to be our fault. The plumber should have taken steps, like turned off the water, before looking for the leak and the damage would have been less. However, the amount paid by AAA was relatively small. We wonder why we were treated in such a way by AAA. Why would be high risk? Is it because we are senior citizens? You would think after being with AAA that long, they would take the time to see if we corrected the plumbing issue, which we believe we have, but no one contacted us. You would think they could at least take the time to reconsider their action after we called and asked them to, but we just got the pat answer they were not renewing our insurance. Because they listed 2 claims, one they paid nothing on, it made it almost impossible to obtain a policy from any other company. This is horrendous treatment for anyone, let alone senior citizens.Desired Settlement: We would like an apology and a personal letter stating why we were so treated in such a manner after being with them for so many years.

Business

Response:

To begin, at every renewal, we review each policy, including its loss history, to determine if an unacceptable increase in the risk of loss has arisen since the previous review. When your policy was reviewed by Underwriter, [redacted], he noted that you had sustained three losses in the 16 months immediately preceding your policy expiration date. These losses were:

Review: I was in a hit and run accident where the other driver had no license plate. Insurance policy says, they cover if someone hits me - but they aren't.

I was the victim of a hit and run accident on Friday June 27, 2014 at the corner of Everett and Harvard in Glendale, CA. At 10:45pm a black BMW blew a stop sign and slammed into my car. Once it had hit me, it fled from the scene resulting in a hit and run. I looked at the license plate before it fled only to see that it didn't have one. - the car had no license. I called 911 and put out a report, however, they did not catch the guy. I called the insurance company and according my policy, they are required to pay for the damages to my car, however, since the driver of the other car cannot be identified - they are refusing to fix my car. I told them that I have a police report and a witness saying that it was an unmarked hit and run that wasn't my fault and the insurance company is refusing to help me. I've been their loyal customer for 10 years and they are not offering any help whatsoever.Desired Settlement: I would like to insurance company to pay for all or at least partial coverage to my car. I would have been covered for this type of incident had the other car had a license plate. I should not be penalized that I have been an upstanding citizen with a clean driving record when someone else is at fault. The insurance company should pay since it is a felony hit and run.

Business

Response:

We have reviewed your concerns and claim. We regret that we are unable to afford coverage for the damages to your 1991 Saturn related to this loss. The policy coverage that you selected includes Uninsured Collision Coverage, however, under the terms of your policy it is required that we obtain the identification of the at-fault vehicle owner or operator or the uninsured vehicle license number. For your reference please see the pertinent language from your Member’s Automobile Policy:

Review: I was a member of AAA with auto insurance. I decided to cancel my auto insurance so I called to set up the auto cancellation for 2/23/14 which was when my insurance would cancel. I decided to keep my membership for the road side assistance service they offered. It expired on 2/22/14. Prior to that date, I called in to cancel the membership since it was set up for auto renewal but I realized I would not have the funds. The agent told me she could cancel the auto renewal and I would be given a grace period to pay the amount due. Since I wanted to keep the membership it seemed like a good idea. I figured I would pay the amount $122 once I had the funds. On 2/24/14 I checked my bank account and saw the debit from AAA for $122. Since I did not have the funds the bank paid it and assessed me overdraft charge. I called AAA to see why they withdrew the amount and they said since I had the auto renewal set up with my checking account it would take a few days to actually stop the auto renewal from going through. I was not aware of this; otherwise I would have just cancelled my membership. I contacted AAA today and the agent told me I would have to wait until the end of March to receive a refund from AAA and they would not cover my bank overdraft fees. Had the first agent told me it would take days for the auto renewal to actually cancel I would have taken other steps to avoid this issue. Because of this miscommunication from the agent I believe AAA should be responsible in paying my overdraft fees and issuing me my full refund immediately.Desired Settlement: Full refund and overdraft fees paid.

Business

Response:

Member was advised of time required to stop automatic payments. A refund of automatic payment was expedited.

I've filed a formal complaint regarding AAA handling of Homeowners Insurance claims.

Review: I have been a AAA member and AAA insurance holder since 2006.

I travel extensively and am often not home.

I changed my address with AAA and they continued sending renewal notices to an old address.

I had paid my insurance premiums in full, and then they cancelled policies without notifying me because they sent notices to old addresses.

When I was made aware of a late payment, I called to rectify the late payment, and they did not notify me on the phone that there were any additional late payments.

Now they are telling me that my policy has been cancelled.Desired Settlement: I want my policy to be instated - as I was never notified of the late amounts and I had paid in full.

Business

Response:

We conducted a thorough review of our records to understand what transpired with your insurance policies. In our review, we found that we did not receive a renewal payment for your auto policy CAA[redacted]. As a result, the policy was non-renewed effective February 12, 2014. Based on the non-renewal of the policy, we mailed you your earned policyholder’s savings dividend of $17.00. Unfortunately, the refund check was mailed to your prior address of [redacted] Avenue, Los Angeles CA, [redacted] instead of your [redacted] Avenue address. Due to the non-renewal of your auto policy, your renter policy no longer qualified to receive the multi-policy discount, and on April 4, 2014, this discount was eliminated. This change increased your annual premium from $128.00 to $143.00. As a result, your policy increased by a prorated amount of $10.00. On April 7, 2014, we mailed you a bill for $10.00 due on April 27, 2014. The bill was mailed to [redacted] Ave, Los Angeles CA, 90036. On May 5, 2014, when a payment was not received, your policy was assessed a $7.00 late fee, making your payment due $17.00. In addition, we mailed you a Notice of the Scheduled Cancellation of your policy effective May 22, 2014. On May 22, 2014, at 12:01 a.m., your renter’s policy cancelled for non-payment of premium due. Later this same day, we received your online payment of $17.00. On May 23, 2014, we mailed you a notice informing you the payment was received too late to reinstate the policy. We needed to speak to you to confirm the status of your property prior to reinstatement of your policy. When we did not receive a call from you, your policy remained cancelled and resulted in our mailing you a refund check in the amount of $81.00 for the unearned premium based on the effective date of cancellation. On June 16, 2014, you spoke to our representative and requested to have your renter’s policy reinstated. Unfortunately, our representative processed the reinstatement incorrectly. As a result your policy remained cancelled. On October 23, 2014, you spoke to our representative regarding the cancelled status of your renter’s insurance policy and the non-renewal of your auto policy. In a review of the history of both policies we found the refund of the policy dividend on the auto policy remained unclaimed. At your request, we ordered a new refund check for the auto policy’s unclaimed policy dividend. The new refund check for the policy dividend in the amount of $17.00 was mailed to your [redacted] Avenue address. We confirmed the refund we mailed you was deposited on November 5, 2014. During our October 23rd conversation, we found your renter’s policy was not reinstated back when you contacted us on June 16, 2014. To address our error we offered to have the policy reinstated. However, at your direction to keep the policy cancelled, no changes were made. Instead, per your request, we reissued a new refund check in the amount of $81.00 for the cancellation of the renter’s policy on May 22, 2014. We verified this check was deposited on November 5, 2014. In addition to the reissuance of the refund checks on the auto and renter’s policies, you requested to have your membership cancelled. Based on your request, your membership 004-[redacted]-00 was cancelled effective October 23, 2014. Ms. [redacted], we would like to take the opportunity to clarify your concerns filed with the Revdex.com, wherein you requested the reinstatement of your insurance policy. As stated, we found the refunds we reissued for your auto and renter’s policies were both deposited on November 5, 2014. We would like to offer you two options. The first is to reinstate your renter policy without a lapse of coverage. To complete this, we will require a payment of $81.00. A second option would be to have a new renter insurance policy written. We have taken the liberty of enclosing a quote for a new renter insurance policy for your review. To proceed with either of these options, we require you to have a valid membership. As mentioned, on October 23, 2014, you requested your membership to be cancelled. Please know that the Auto Club is a membership based organization that provides products and services to its members, such as auto, home, watercraft and personal liability insurance. We welcome the opportunity to reinstate your insurance coverage but require you to reactivate your membership. Please accept our apologies for our error of not having reinstated your renter policy when you spoke to our representative back in June. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. Ms. [redacted], we have made several attempts to contact you via telephone at ###-###-####. Unfortunately, our attempts to speak to you directly were unsuccessful. Please contact [redacted] at ###-###-#### at your earliest convenience to clarify your request and to personally address any additional questions or concerns.

Review: On Friday May 2,2014 My sport Van broke down(mechanical Failure)I call AAA Road As. at 1:50pm it took towing truck 2 hrs. 3:30pm To get there just to tell me can't tow the Vehicle cause may be commercial vehicle. (Van doesn't have any logs or ads etc.) In the back of the Van I just carried some boxes with my RC Trucks (radio control)& cars etc. that I use for my hobby. I called back again to explain, they said to wait until 5:30pm for another Towing Truck.I hired my own towing Truck to get home and I paid $125.00I have AAA Plus membership 100 miles free towing, I am very Disappointed with this service.Desired Settlement: Reimbursement $ 125.00 That I paid with another Towing Truck

Business

Response:

Response to member is as follows:

We would like to begin by extending our apologies for any frustration and inconvenience experienced as a result of the service provided to you by [redacted] Garage, one of our Independent Service Providers. Our understanding of the issue is that when you called for assistance the Auto Club representative advised you that the technician would arrive in 30 minutes. When the driver arrived and inspected your vehicle, his assessment was that your vehicle was not covered by the membership and would need commercial towing due in part to the contents of the vehicle. After requesting an additional review of your vehicle, an additional truck was dispatched to you; however, in frustration due to the long wait time, you made alternative towing accommodations and had your vehicle towed commercially for $125.00. [redacted], Contract Station Relations Supervisor, was asked to contact you to discuss the matter. He was able to make contact with you and review your concerns with [redacted] service failure. Mr. [redacted] personally inspected your vehicle and made the determination that your vehicle should have been covered under your membership. Due to this finding, a check for $125.00 was issued as reimbursement of the commercial towing service needed on 5-02-2014. Mr. [redacted] also allowed the service call used on May 2, 2014 as a courtesy. If we may be of further assistance, please contact Mr. [redacted] at ###-###-####.

Review: I purchased a battery from AAA and its within warranty and goes dead all the time at no fault of my own I was told at one point if would be replaced. then when the time came AAA didn't hold up to their word. This week alone I have had to jump my vehicle 3 times I called AAA in another attempt to resolve due to this is unacceptable and again was told that they would not replace the battery. I spoke with a supervisor by the name of [redacted] and [redacted] neither were helpful. The AAA driver got here and tested my altenater and starter they both are the when he tested the battery it read to charge and retest he said it was low. He also stated that the battery that I have has known issues and due to that AAA now offers a different battery this of course upset me even more once I was told the battery can test ok but still be defective due to the issues that I am having. I called back and spoke with [redacted] and he wasn't helpful at all he was just reading from the notes. He gave me a claim # and my issue hasn't been resolved.Desired Settlement: I have made numerous attempts to resolve this issue with AAA employees to include exchanging the battery as promised. Due to the complete lack of customer service and complete disregard for my time and safety I would like a refund so that I can get a working battery elsewhere.

Business

Response:

We contacted member and we agreed to provide pro-rated warranty reimbursement. We took steps to prevent a recurrence.

Review: Have insurance through AAA for 3 cars received registration notice from [redacted] stating that registration had been suspended because of no proof of insurance for my 2008 Chrysler 300 because of no proof of insurance.When I went into [redacted] office of AAA to ask questions I was spurned by a supervisor because they said I didn't have a AAA card for roadside assistance on file.Roadside assistance should not be a requirement. They should not accept premiums if they are unable to get questions answered regarding insurance policies and premiums.It took me months to get these issues resolved (suspension).Desired Settlement: I want explanation of why I didn't receive proper customer service.

Business

Response:

We extend our

sincere apologies for the frustration you experienced when you visited our

[redacted] branch to inquire about a notice you had received from the Department

of Motor Vehicles. It is our understanding you came into the [redacted] branch

to inquire about this notice, which stated the registration for your 2008

Chrysler 300 had been suspended due to “no proof of insurance.” You feel you

were treated rudely by a branch supervisor who denied you service because you

did not have a current membership with us. You also believe Club membership

should not be a requirement for insurance and you are unhappy that resolving

the matter took several months. Business Manager [redacted] informs us

that she has left two voice messages requesting you contact her to discuss your

customer service concerns but as of this writing, she has not received a return

call. We sincerely hope you contact [redacted] at [redacted]. If you are unable to reach her, please feel

free to contact Regional Manager [redacted] directly at [redacted].

Review: The company has been slow in responding to insurance related requests. The communication back has been bad, and routinely requires a number of follow up calls and escalations to management. It is extremely frustrating to deal with this company.Desired Settlement: I would like the to allow me to switch insurance companies without a penalty. It is clear they are not meeting my needs and ability to drive with proper insurance in California.

Business

Response:

We contacted the member and advised we have contacted underwriting, and were able to get the change order completed. We sent the proof of insurance by email. If any further questions please contact [redacted] 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.

The response does not address my complaint, the root cause, or the desired solution. Dealing with them continues to be a frustrating exercise. However, I'll consider this closed only because my renewal will be coming up soon and I am unlikely to continue with this company.

Regards,

Business

Response:

A system error caused the delay in documents being sent to you. We identified the error and processed corrections to prevent a recurrence. We encourage you to contact [redacted] at [redacted] with any further questions or concerns.

Review: In May 2014 I paid for my child to participate in the driving course along with 10 hour or behind the wheel training offered by AAA. My child did not receive his permit until January 2016. On 1/11/2016 I called the automobile club to access the 10 hours of behind the wheel training and I was told by representative [redacted] that I had to pay an extra $75 because the class was 2 years old. I asked [redacted] to send me the contract I signed stating that there was a deadline and he said he had to speak with his supervisor because he did not have access to my contract. A supervisor named [redacted] called me back stating the same information as [redacted]. I asked the supervisor to send me the contract so that we could go through the contract together and he could show me where it stated that the behind the wheel sessions had to used within a certain amount of time. He stated that he didn't have my contract and that he would have to pull it up in their system. He then proceeded to tell me that he would email it to me when he got a chance.

[redacted] emailed the contract to me and then called me. When I asked him to show me where the contract dictated a timeframe he acknowledged that the contract did not specify a timeframe; however, it is their policy to charge a rescheduling fee because the driving school instructor would have to fit my child in. I again told him that I didn't have a problem paying the fee as long as he could show me where in the contract stated the timeframe for sessions to be claimed. He again responded that this was a "moot point" because the contract does not specify a timeframe and the only thing he could do was send it to the driving school to see what they could do anything about it.Desired Settlement: I would like for the automobile club to register my child for the behind the wheel classes at no additional cost, unless they can show me in the contract that I signed where it specifies that the behind-the-wheel courses must be taken within a designated timeframe/deadline.

Business

Response:

We are in receipt of your complaint sent to the Revdex.com regarding the driving school program rescheduling fee. We understand that during your conversation with a member of our call center management team, he was unable to point you to the area of the contract which explains the timeframe in which a driving school student must obtain their permit and begin scheduling in-car lessons. Please accept our apologies for this incident. As clarified by the driving school supervisor that followed up with you on January 13, we do declare the timeframe in the contract and charge a rescheduling fee when a student has not obtained their permit by the date of the final exam. In consideration of your years of membership and as a gesture of goodwill, we have waived the $75 rescheduling fee. We have also confirmed that the [redacted] driving instructor, [redacted], has been in touch with you and scheduled [redacted]’ first in-car lesson for February 17. If you should have any questions, please feel free to contact [redacted] at [redacted].