Automobile Club of Southern California

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: 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: I purchased this auto policy on 3/31/2015. I paid $147.00 which was expressed as being two months premium. On 4/16/2015, I made a change to the policy deleting one vehicle, and adding another which was leased so it increased the premium significantly. I immediately obtained a quote from my former insurance company [redacted] at a much lower rate, and on 4/23 I cancelled this policy with AAA. Even with the increase in the premium from adding a leased vehicle needing higher coverage, there were only a few days of that coverage, so according to my calculations, they would actually owe me for the second month of coverage that I had already paid. When I disputed it, they termed it as a cancellation fee, which I've never heard of in my 40 years of driving, nor did anyone disclose that possibility (as far fetched as it is) to me. I don't even think it is legal to charge that type of fee for car insurance. They are indicating that I owe $82 which I do not. They owe ME money. I NEVER get a returned phone call and I've called the number on the correspondence many times and left voicemails. I am wondering if this person exists [redacted]. Supposedly, he is the collections supervisor. Now I am being offered a "settlement amount" of $65.60. Again, THEY OWE ME MONEY, not the other way around. They are now threatening to send to a collection agency and I think that is illegal since I'm getting NO RESPONSE from them when I call them. "[redacted]" phone number listed is [redacted] or [redacted]. No matter when I call, never getting through, never receive a returned call. The date on the letter is 9/2/2015 and they are giving me 10 business days to respond with payment or it goes to collection. I just got the letter today, 9/5/2015.Desired Settlement: I am seeking the appropriate details and refund of amount paid but not fully utilized since the policy was cancelled in less than 30 days.

Business

Response:

[redacted] filed similar complaints with the California

Department of Insurance (CDI). Response to complaints is as follows: Your

insurance coverage was provided by the Interinsurance Exchange of the

Automobile Club (the Exchange) and was to be effective3-23-2015 until

3-23-2016. You requested the policy be cancelled on 4-24-2015 which left e

balance of $82.00. In your request for assistance, you state that the Exchange

is using a short rate calculation that you were not made aware of. The Exchange

makes every effort to both verbally communicate this calculation as well

as writing. In our response to the CDI,

we included for your review the signed application where it mentioned Notice of

Short Rate Cancellation and that you agree to the terms. In an effort to ensure

a fair outcome, our Collection Supervisor agreed to accept a $20.00 payment

from you to close this issue and you agreed to make that payment. If you have

any further questions, please contact [redacted] at 714-850-5581.

Review: On or about March 26, 2015, I contacted AAA Insurance to get a quote for Home and Auto Insurance. I spoke to the [redacted], Sales Agent and received all of the information requested, including an estimate. I compared it to what I presently had with [redacted] and decided to buy insurance with AAA.I called to start the process I was sent a quote that was higher than the estimate originally provided. I spoke to his supervisor, [redacted] whom explain the reason why it was higher. She also informed me that [redacted] was a new agent and had missed a few things in the original quote. My husband and I reviewed the policy sent via e-mail and agreed to switch to AAA. We provided all of the necessary information and the process was complete.During the end of April, 2015, a letter was received from our mortgage company stating that they didn't have record of our home insurance. I immediately contacted AAA and the representative handled things properly. Apparently the prior agent had not process my paperwork correctly.I continued to make my monthly payments and it was business as usual. Until early June when I called to make payment and the automated service told me that my home insurance was cancelled. I immediately called AAA and found out [redacted] was no longer there. I was transferred to [redacted] to find out that AAA did not cover my home because it was set on a canyon (considered a fire hazard). Yes, no insurance and we were never notified.Desired Settlement: The sales agents license should be suspended.

Business

Response:

It is our understanding that on March 26,

2015 you spoke with our agent, Mr. [redacted], who assisted you with the

purchase of auto and homeowners insurance policies. After agreeing to [redacted]’s quotations, you made a down

payment of $10.00 to establish the homeowners policy with an effective date of

March 27, 2015. On May 6, 2015, a Notice of Cancellation was mailed

advising you that the policy was pending cancellation, effective May 31, 2015,

due to the underwriting department having not received all of the required

signed documents and complete underwriting information. Several days later, on May 15, 2015, you called our Policy Management Group to

inquire on the status of your policy whereas that time you were informed that

it was pending cancellation due to a returned payment. [redacted], Insurance Business Manager, informs us that on July 9, 2015, several

weeks after your initial contact with our Policy Management Group agent, she

became aware of your complaint regarding the policy cancellation and she spoke

with you regarding your concerns. She advised you that due to the year your

property was built it would require an inspection and she provided the

allowance for you to take your own photos. Once they were received, in effort

to reinstate your homeowners policy, [redacted] immediately escalated the

issue to our senior management team, where [redacted], Business

Development Manager, submitted an exception request to our Underwriting Team but,

regrettably, after careful consideration it was determined that the declination

would stand, due to the property’s proximity to brush. Please accept our

sincere apologies for the frustration you may have experienced throughout this

ordeal. At the time of binding, [redacted] thoroughly reviewed your property and

did not consider your home to be unacceptable. Ultimately, it is our

Underwriting Department that has the final decision regarding coverage

eligibility and it was concluded that we were unable to reinstate coverage due

to the brush exposure. Specifically, underwriting guidelines considers a

distance of less than 1,000 feet between a property and brush to be a risk

liability for the Exchange, and thus an excluding factor for maintaining

coverage. Please know it was never [redacted]’s intention to mislead you in any

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

[redacted] ext. [redacted].

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].

Review: I inquired on AAA for an renter insurance policy but was declined. On my previous year I have a property theft incident on one of my rental properties. The theft was reported to the police and an insurance claim was filed. The claim did not result in any insurance payout but did leave a record.. I've reach out out to AAA underwriter to inquire on the reason behind the decline, tried both contacting Joleen Murphy and her manager and left a voicemail but have not heard back from them yet..

I think the previous theft incident has no correlation with my rental insurance inquiry... There was no payout, AAA underwriter is discriminating against me when I am already a victim of my previous theft incidence. The underwrite declined for me to be insured with no good justification. We do not choose to have their house broken into so we can be identify as high risk subject for us to be insured. I felt like like the insurance underwriting guideline is to stringent in protecting their own interest leaving consumer at a greater risk.Desired Settlement: I want to speak to an underwriter, understand their underwriting criteria and have them provide me the best course of action to resolve the problem. A letter for decline follow by a refund check with no explanation is too subtle. I would not mind to have an AAA underwriter reach out to me and explain the reasoning behind the policy declination.

Business

Response:

With respect to your application for renters insurance, our records show that you visited the Auto Club’s Oceanside Branch where, on June 13, 2014, you purchased homeowners policy CH[redacted] with a coverage effective date of June 7, 2014. You were assisted by Sales Agent [redacted], who on June 18, 2014, forwarded your application together with the required forms and documents to the Underwriting Department of the Interinsurance Exchange of the Automobile Club (the “Exchange”) for review and evaluation. During the underwriting process, Ms. [redacted], the underwriter to whom your application was assigned, noted that on July 1, 2013, you had suffered a theft loss at a different risk address. In view of the Exchange’s current underwriting acceptability criterion that states “we will not accept any prior theft and/or vandalism loss(es) related to the insured/applicant even if no payment was made,” your application was ineligible for insurance with the Exchange. Therefore, on August 1, 2014, Ms. [redacted] sent you a “Notice of Cancellation and Termination of Insurance” in which she advised you of the reason for the cancellation and that all insurance requested in your insurance application would cease at 12:01 a.m., Pacific Standard Time, on August 26, 2014. In the complaint filed with the Revdex.com, you stated that the July 1, 2013 theft loss had not resulted in any payout by your prior insurance carrier and that, in your opinion, this loss should not be taken into consideration by the Exchange. The fact that your prior insurer did not make any payments to settle this claim does not negate the fact that you sustained a theft loss. As stated above, applications from persons who have had any prior theft and/or vandalism loss(es) related to the insured/applicant, even if no payment was made, are unacceptable for insurance with the Exchange. Our records show that on September 3, 2014, you placed a call to Ms. [redacted], Underwriter, because Ms. [redacted] was out of the office. You left a voicemail message for Ms. [redacted] requesting more information about the Exchange’s underwriting guidelines. Ms. [redacted] returned your call and left you a voicemail message in which she explained the reason for the cancellation of your application. She also asked you to call her back if you had any questions. To date, you have not spoken with Ms. [redacted]. Later, on September 9, 2014, after receiving the Revdex.com complaint, and as you requested, Ms. [redacted] made two separate telephone calls to your residence. On both occasions there was no answer and she was advised that your mailbox was full and could not leave you a voicemail message. If you should have any questions, please contact Mr. [redacted], at (714) 885-1791, or Ms. [redacted], Manager at (714) 885-1411.

Review: On January 22, between 12:00 and 12:30, I had my car (2000 Toyota Corolla) repaired by your AAA Club Service Technician (No.: [redacted]) at my apartment. A new battery was installed, which works well. Unfortunately, the AAA technician broke the driver side door handle while I was away from my car getting my credit card in the apartment. When I asked him just before being handed the receipt, he said it was already like that. This is impossible because my son and I tried to start the car at 11:30, he opened the door and the handle was not broken. My son then spoke with an AAA representative [redacted] at 11:55. The AAA technician drove away at 12:30. After my son and I discussed this concretely, we concluded that it was the AAA technician because it did not occur before 12:00 nor after 12:30.Also, your technician failed to return my credit card after he handed me the receipt. When I realized he wouldn't provide with my credit card after a moment, I asked him for it.Desired Settlement: Replace the door handle for a new one promptly AND remove (dehire) that dishonest irresponsible AAA Technician (No.: [redacted]) because one cannot trust nor rely even on their staff.Also, remove the noun "Trust" from the motto "Service You Can Trust" at the [redacted] because there are no such things as "trust," "loyalty," "honesty, "morality," "ethic," "quality," and the like in business any more.

Business

Response:

In

review of the matter, Contract Station Relations Supervisor, [redacted], handled

the initial inquiry into the service that was provided by our independent

contractor, [redacted], Inc. It is our understanding that he

has investigated and reviewed the issues that were brought to our attention. Contact

was made with [redacted]s management team and your concerns regarding

the broken car door handle were addressed.

[redacted] confirmed that the handle was replaced and installed by [redacted] on February 4, 2015 to your satisfaction. In your letter

you also made mention of the attending technician and [redacted]s

honesty and your lack of trust with them. We understand that in your follow up

conversation with CSR Supervisors, [redacted] and [redacted], that this

concern was addressed and you wanted to retract those statements based on the

case handling with the owner of [redacted], [redacted]. We are

pleased to know that your confidence in one of our contract stations was

renewed. We are also pleased to inform you that this service call has been

removed from your member usage history and will not count against your annual

allotment of service calls. If we may be of assistance to you in the future,

please contact [redacted] at [redacted].

Consumer

Response:

February 14, 2015

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

Indignantly,

Business

Response:

It is our

understanding that [redacted] has investigated and reviewed the issues that were

brought to our attention. Contact was made with [redacted]s and your

concerns regarding the broken car door handle were addressed. We confirmed that

the handle was replaced and installed by [redacted] on

February 4, 2015. We also informed you that this service call has been removed

from your member usage history and will not count against your annual allotment

of service calls. We encourage you to please contact [redacted] at [redacted] with any further questions.

Review: I am not sure if I picked the right reason for my complaint, but here is why I am going to you.

After 21 years with the A.A.A. of Southern California, I WAS DROPPED! I have done nothing wrong, and have NEVER missed a payment. I upgraded each time I was asked if I would like to, and used their 24 Hour Roadside Assistance just as it was offered, Never asking for more, in fact, the program I was in even had free rental car or a Hotel if stranded far, of all thoughs years, I never even used it?

But out of the blue, I get a letter stating I am CANCELLED! Reasons? Very Vague, in a page, basically a standard form, they state " your emergency roadside Assistance benefits are gone do to 1 or more of the following:

A commercial or business purpose, using towing service for customers, employees (2) towing service not related to a breakdown, accident or other covered disablement,(3) the purpose of transporting Vehicle for purchase sale, auction, car exhibition.

As I say, it’s a standard letter, not showing any reason in particular to my case. I feel I am being targeted because of the age of my cars, and that I did use what was offered, I think they are weeding out all but maybe the little old lady that may call 1 time in 10 years? Again, I have done NOTHING WRONG, and I have tried and tried to contact them, THEY REFUSE to talk about it, I went in to 3 different AAA store's and told that NO ONE will discuss this with you, you must write and Appeal it, THAT IS ONLY WAY?? So I did, and again, a generic letter with NO PROOF Of wrong doing came, and told I am cancelled.

Again, I have been with the Co. for over 21 years!!!! And did NOTHING WRONG? Please help me, and I am sure there are many others with same problem.Desired Settlement: I want my membership back? I have always liked there service, and the way I can do DMV, and I even got a letter from there Home owners insurance department? I was just going into there establishment this year to see about home owners insurance too?

I think they may have made a very bad mistake, so if I can get my membership back, I will happy to be with them another 21 years. thank you

Business

Response:

Membership was cancelled for misconduct. Notice of the cancellation that was sent

included information of reason for cancellation. [redacted] sent in an appeal

which was reviewed and the appeal denied. The response to the appeal notified

[redacted] of the decision and again included information of reasons for

cancellation.

Review: I called AAA on 6/7/2105 regarding vandalism on the 2007 Cadillac STS insured by me while I was in it. They could not help me with tow request as all AAA shops were closed. Left me on my own covered in glass and two windows shattered. Called the Corona police and filed a report. On 6/8/2015 called AAA to learn original claim was non-existant. Refiled claim with AAA and took car to [redacted] Explained incident with [redacted] with whom I went over all the damage including various dents on car and areas that had been kicked including the front driver quarter panel, front grill, and lights, and that I had run over a curb while fleeing in fear for my life. He said they would go over car and inspect. I advised him I ran over curb and to look for additional damage. Also the car had been kicked in various places and review the entire car. I was not asked by AAA to be present when car was first evaluated. After car was returned, we discovered car had not been cleaned and there was glass in car, in door, in the seatbelt channels, in the trunk, behind the back seats. Wrong tint style had been installed. Also scratches on non-smashed windows were missed. Other items had not been addressed by AAA or [redacted]. bringing this to their attention, I met with [redacted], AAA claims adjustor at a dealership where we reviewed the car, and I mentioned that strange electrical things were happening (e.g. the driver side mirror was adjusting on its own which related to the electrical system). Items were still not addresses and I met with another adjustor to review items. On 6/17, the fog light began to melt and smolder while my fiance was in park. A stranger banged on the window to alert him something was wrong. He had parked and been resting due to his cancer exhausting him. The electrical system could have caught on fire. I feel that AAA is neglegent for not addressing and neglecting all my concerns. I also would like to file a complaint against [redacted]Desired Settlement: I want all my issues to be addressed and not be excused. I was involved in a horrific attack and am dealing with repairing the car to its prior condition. I am being treated poorly with no concern for resolving the damages. I have contacted [redacted] regarding a refund for the non-detailing/cleaning and they will not return my calls. AAA is not seeing the bigger picture of the damage and is focused on only the window repair and the dented quarter panel (which I had to argue over.

Business

Response:

In

reviewing the Emergency Road Service (ERS) phone calls for June 7, 2015 I see

you called in at 11:32 pm explaining persons unknown to you broke the rear

glass and driver’s side window. I am glad to hear you were not physically

injured. The ERS operator explained that your 2007 Cadillac STS could either be

towed to your house or to a storage facility as repair shops were closed that

late in the evening. You advised that you would call your fiancé first and then

call back if you wanted the car towed. On June 8th you called ERS

and your car was towed to [redacted] ([redacted]). It is my

understanding that you had a conversation with [redacted] Service Writer, [redacted]

and it was agreed that he was to do a complete inspection of the Cadillac. [redacted]

is a participant in our AAA Member Preferred Repairs (MPR) Program and does not

require an appraiser to be complete the initial inspection. MPR shops are

authorized to complete the initial inspection, write an estimate to repair the

damages and begin the repair with the owner’s authorization. The Exchange would

not have asked you to be present as you had discussed the damages with Mr.

[redacted] on the phone. After Mr. [redacted]’s initial inspection he contacted AAA

Appraiser [redacted] to inspect your Cadillac. Mrs. [redacted]

inspected the vehicle on June 12th and after reviewing the damages

and facts of loss it appeared that there were two separate losses. [redacted]

completed the replacement of the glass and clean up of the broken glass and

returned the vehicle to you. I apologize for Mr. [redacted] not returning your

calls. However, Mrs. [redacted] had advised Mr. [redacted] that she would be

handling your concerns so he assumed that a return call would not be necessary.

On June 29th, Claims Manager, [redacted], had the pleasure of

speaking with you regarding the unrelated damages and additional glass clean up

as [redacted] did not clean the glass completely. You advised that you would contact [redacted] for additional clean up. At your request, Mrs.

[redacted] met with you on July 1st at Selman Chevrolet. She

addressed the following concerns that were brought to her attention.

Review: For the past two years, AAA has listed my kitchen as Custom and has increased my rates this year by $65.00.

The kitchen is not cuts. We simply replaced 30 year old cabinets that were broke with new cabinets. The Kitchen floor, ceiling and 2/3 of the alliances are the same. Walls were not moved. Cabinets were off the shelf from the supplier. Nothing was custom made. We are retired, we can't afford custom.

When asked to disclose their determination of custom, they refused.

AAA didn't even make an onsite visit.Desired Settlement: Reduce the cost by $65.00 to reflect the real situation of the kitchen as "STANDARD".

Business

Response:

According

to our records, on February 25, 2016, you spoke with Mr. [redacted],

Underwriting Manager, regarding the classification of your kitchen as “custom”.

You provided current photos of your kitchen for his review. Upon reviewing the

photos, Mr. [redacted] has agreed to reclassify your kitchen as “semi-custom”. He

advised you of his decision and made the change to your policy effective upon

your upcoming renewal of April 13, 2016. A Policy Change Declarations has been

mailed to you for that transaction. Upon reviewing this matter further, we have

decided to backdate the reclassification of your kitchen to April 13, 2015,

which is the date it was originally changed from “semi-custom” to “custom”. You

will receive a new Policy Change Declarations for this transaction within ten

business days. If you have any questions, please contact either [redacted],

at [redacted], or [redacted] at [redacted].

Review: In mid-December, I called AAA for a quote for my home, earthquake, cars, boat, camper and umbrella. I spoke with [redacted] at [redacted] extension [redacted]. In the very first conversation with him, I told him I wanted to make sure that AAA would cover my home, before moving forward with anything. He checked my address and said it would not be an issue for any brush concerns. I then proceeded to cancel all my other insurance and moved it to AAA. I received a letter from them on 2/9/2014 saying that they had canceled my home and earthquake insurances as of 2/5/2014. I emailed [redacted] immediately upon receiving it and he said that the company could not do that. I worked with him and [redacted] extension [redacted] for 3 weeks to see how this could be possible. In the end, they said they could not do anything for me. I have now been out of insurance and they are doing insurance practices that are not legal. How can you cancel me after explicit discussions on this and with no notice!Desired Settlement: Reinstate the insurance; compensate me for the hours of time working on this issue and reprimand / revoke [redacted]’s license.

Business

Response:

Please accept our apologies for any frustration

you have experienced. Our agent submitted your application to our Underwriting

Management for review in effort to insure your property. However, due to proximity

to brush adjacent to your home, Underwriting could not make an exception to

insure your property. Regrettably, your property

cannot be insured by the Exchange at this time due to our underwriting

guidelines. We appreciate your bringing this to our attention as this provides

us with the opportunity to review our internal processes and improve our overall

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

[redacted].

Review: I have been a member of AAA Roadside assistance for 12 years and I've never had an issue until now. I called Thursday, 7/31/14 for battery service, the gentleman who arrived only gave me a jump start, did not give me a copy of the battery test that he ran, told me my battery was fine and left. He didn't ask me for my ID or AAA membership card, nor did I sign any paperwork. On Friday 8/1/14 I called again for battery service since my car wouldn't start. This time the technician that came was very helpful and gave me my copy of the battery test, asked for my ID and membership, etc. he was going to replace my battery when he noticed that the sticker date was removed from my battery (perhaps from the previous tech) luckily I had my receipt of the purchased battery through AAA 2 years ago, therefore my battery is under warranty for replacement. However he did not have the size adequate for my vehicle. Saturday 8/2/14 I called again for battery service and requested hat the tech please have the right size. I waited almost an hour and once the tech arrived he did not have the battery. I called AAA and asked that if the tech were to place a "compatible" battery and something were to go wrong with my vehicle, who would be liable for repairs? The Rep on the phone and the tech both said AAA would be - however that would be more of a hassle and inconvenience. Since I purchased the battery I would expect to have the same battery replaced per the warranty, after that's what I originally paid for and that is what AAA guarantees. I had to go and purchase a whole new battery that morning due to AAA not being able to fulfill their warranty.Desired Settlement: I would either like a full refund for the battery I originally purchased with AAA ($79.00) or a full refund for the battery I purchased this morning ($123.00); if AAA would of fulfilled their warranty I would not have to purchase this battery.

Business

Response:

Contract Station Relations Supervisor [redacted] handled the initial inquiry into the service that was provided by our independent contractor, United Towing and Transport, Inc. It is our understanding that he has fully investigated and reviewed the issues that were brought to our attention. Mr. [redacted]’ conversation with you revealed that you are seeking a reimbursement for the failed AAA battery you purchased from our Independent Contractor Classic Club Service, Inc. on August 25, 2012. Our AAA Battery warranty policy protocol is to replace failed batteries in the field. Unfortunately in this situation, United Towing and Transport Inc did not have the specific battery available for your vehicle as it is not a high demand model that is frequently used. The technician did offer an acceptable alternate battery, which you opted not to use. Please be assured that we have followed up with the United Towing management team to review your complaint in order for them to handle this type of situation in a more proactive manner. This would alleviate the need for our members to make multiple service requests as the matter would be resolved immediately. Disciplinary action was taken in order to preclude this situation from recurring again in the future. We appreciate your feedback as this allows us the opportunity to ensure our independent contractors are providing the high level of service you’ve come to expect from the Auto Club. We are pleased that Mr. [redacted] has offered to reimburse you the full purchase price for the replacement battery from Pep Boys. We have also removed all of the calls related to this incident from your member usage history, leaving you with 4 calls available on your membership until the expiration date of March 16, 2015. If we may be of further assistance, please contact Mr. [redacted] at (818) 562-8564.

Review: I insured my own Vehicle [redacted] model year 2004 [ VEHICLE I.D. [redacted]] ON DATE 4/14/2015 EXP.4/14/2016 [ full cover insurance policy] with the insurance company: Interinsurance Exchange of the Automobile CLUB [redacted] AND I DID PAID THE PREMIUM

PAYMENT OF US.$221.00 RECEIPT NO.[redacted] [FULL CVERAGE INSURANCE POLICY NO.[redacted]].

THEN THE SECOND DAY [redacted] FROM THE INSURANCE COMPANY INTERINSURANCE EXCHANGE OF THE AUTOMOBILE CLUB, [redacted] BRANCH CALLING MY PHONE ASKING FOR MY CORRECT ADDRESS, OTHERWISE HE WELL CANCELL THE POLICY, ALTHOUGH HE GOT A COPY FROM MY CA DRIVER LICENSE.

THEN I RECEIVED NOTICE OF CANCELLATION AND TERMINATION OF INSURANCE DATE APRIL 22,2015 AFTER I FILLED THE CLAIM NO. [redacted].

CAME ON THEIR NOTICE DATED 4/22/2015 THAT : [AFTER CAREFUL CONSIDERATION , WE MUST INFORM YOU THAT WE CANNOT INSURE YOU AT THIS TIME BECAUSE YOU HAVE NOT PROVIDED US WITH YOUR COMPLETE ADDRESS. REVIEW OF YOUR APPLICATION IS SUBJECT TO THE EXCHANGE'S UNDERWRITING GUIDELINES OF ACCEPTABILITY OF INSURANCE. THEREFORE , ALL INSURANCE COVERAGES REQUESTED IN THE ABOVE APPLICATION WILL TERMINATE IN THEIR ENTIREETY ON THE DATE AND TIME MAY 13,2015

TIME 12:01 AM].

I DID FILED A COMPLAIN WITH THE DEPARTMENT OF INSURANCE ON MAY 7, 2015 FILE NO.[redacted] IT'S UNDER PROCESSING , BUT MY VEHICLE WITHOUT INSURANCE COVERAGE , WHICH IS CONSIDER WRONG AND UNEITHICAL ACT FROM THE AAA CLUB INSURANCE COMPANY , WHICH IS UNAPPROPRIATE AND UNACCEPTABLE.Desired Settlement: THE INTERINSURANCE EXCHANGE OF THE AUTOMOBILE CLUB NAIC NO.[redacted].

NEEDS IMMEDIATLEY RETURN MY INSURANCE FULL COVERAGE POLICY NO.[redacted]

FREE OF CHARGE FOR ONE YEAR ON MY OWN VEHICLE [redacted] 2004 I.D.[redacted] AND REPAIR ALL DAMAGES ON THE VEHICLE MY CLAIM NO.[redacted], OTHERWISE A SEROIUS LEGAL ACTION WELL BE TAKEN AGAINST THE COMPANY OUR SUBJECT IMMEDIATLEY.

Business

Response:

We

understand that you requested a quote for auto insurance in our [redacted] branch.

We apologize if you perceived for any reason the service you received was unacceptable.

That is not how we strive to provide legendary service. We also apologize for

any miscommunication and inconvenience you experienced during this process. Per

our underwriting guidelines it is the requirement to have a primary address

listed for our insureds. When a new policy is written we have a seven day

window to provide this information to an underwriter. Because that information

was not received within that time is why you received the cancellation email

from our underwriters. It is our understanding that since your correct and

complete address was not received that your policy has been canceled and a full

refund issued. If you have any questions or concerns please contact [redacted] at

[redacted].

Review: License#: [redacted]

To Whom it May Concern:

I am a homeowner, this June, I decided to change my insurance carrier to AAA. The above broker asked me a series of questions which I answered entirely truthfully, and represented to me that he was in a position to meet or exceed my current policy at the same price.

The one request the broker made was that an inspector come on site to verify the property features. The inspector did choose not to enter the crawl space to verify the bolting of the whom because the space was dark and she did not have ambient light (she arrives later in the day that originally anticipated). However, she reported that the property looked great, she saw no impediments and if there were any I would here from the agent immediately if there were any concerns.

I heard nothing from the Agent, instead I received a letter dated August 7th though not delivered until the last week of August informing me of imminent cancellation of the policy (Sept 1) due to my failure to make remedies on what they claimed were established request to remove veins and retrofit the property.

The above agent made no attempt to contact me, there are no communication short of the cancellation letter whatsoever asking me for the above remedies. To date, there is no conversation or documentation other than the cancellation of such a communication.

AAA and its broker have jeopardized the security of my home and its mortgage due to his failure to communicate and seems unfit to continue in his present position as a licensed broker.

Sincerely,

[redacted]Desired Settlement: AAA needs to honor its contract (I may choose to use another insurer due to their poor quality but the policy should be continued indefinitely to allow me time to do so over a period of months)

The agent should be sanctioned

I should receive an additional discount for my hardship

Business

Response:

I would like to take this opportunity to extend my apologies for the frustration you have experienced during the purchase of your homeowners insurance policy with our agent, Mr. [redacted]. It is our understanding that you have been in contact with us several times after recently having received a Notice of Cancellation letter from our Underwriting Department, in effort to obtain the reason for receiving such notice. On August 29, 2014, you received the cancellation letter with an effective date of September 1, 2014. That same day, you contacted Mr. [redacted] to express your dissatisfaction with his lack of communication with you regarding Underwriting’s decision on your property. Mr. [redacted] then apologized for any miscommunication and informed you that either he, himself, or an underwriter would be in contact with you regarding the outcome of the inspection. Mr. [redacted] then explained to you that due to the decorative vine coverage of your home, as well as being unable to provide proof of retrofitting, the cancellation letter was in order, unless both qualifications were remedied. At that time, Mr. [redacted] provided you with options to maintain your coverage. You then mentioned that due to the late notice of the cancellation letter, it could also jeopardize the insurance requirement with your mortgage lender. Mr. [redacted], Business Development Manager, spoke with you regarding the status of your homeowners policy and with Underwriting Management in effort to obtain an exception, so as to extend your coverage with us to allow you to find a new carrier. Unfortunately, our Underwriting Department was not able to provide an exception. This is specifically due to the two matters of concern not satisfying our Underwriting guidelines. It is also our understanding that you stated to Mr. Harris you would not consider making the specified adjustments to your property. In addition, our records indicate that Underwriter, Mr. Austin Manry, called you on August 5, 2014 to inform you of the status of your policy, but was unsuccessful in speaking with you. Our system shows that the Notice of Cancellation was also mailed out to you that same day. In compliance with

Review: I had a auto policy with AAA and always paid my bill on time. In April I requested additional person added to the policy. I never received a amended policy with the additional person then at the end of June I received an amended policy with the cost of the policy so I called AAA and canceled the policy because it was too expense. The policy was back dated and I was changed unfairly. I requested a itemized statement. It shows in the statement that by policy was back dated and I am being charged $230.34. When I called the representative he indicated that I would get the updated policy with a week which I never received until after the fact which was 3 months later. I feel I am being charged for a policy that I never received and as far as I was concerned was never active. How can I owe 230 dollars for a policy that is 834 dollars for 6 months. The last bill I received from AAA was June and it was the old policy amount. I paid the amount and it was accepted. The amount that I was billed was the old policy so I understood that the additional person was not added. I paid the amount due which was cashed by AAA on June 13, 2014. Then I received an amended policy June 26 due on 7/31 so I canceled the policy before the due date. Attached is their itemized statement. Now they are threating to send me to collection.Desired Settlement: That I not be charged for a product I did not receive. I do not owe the money.

Business

Response:

A review of our records reflects that on February 12, 2014, we mailed you the renewal of your auto policy effective March 25, 2014. The renewal was offered at an annual premium of $358.00 with an earned policyholder’s savings dividend of $25.00, making your net premium $333.00. On April 26, 2014, you added your son [redacted]. Based on the activity on his motor vehicle record, the completion of the transaction required additional approval. On June 26, 2014, the transaction adding [redacted] to your policy completed. This change resulted in a prorated premium increase of $846.00 and a new annual premium of $1,286.00. We apologize for our delay in completing the transaction which added your son to your policy. Be assured that occurrences such as these are not our usual and customary way of conducting business. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. While we acknowledge the completion of the transaction took additional time, please know that coverage was provided for [redacted] from April 26, 2014. On July 31, 2014, at your request the policy was cancelled. Based on the coverage provided and payments we received, you currently have an outstanding balance owed of $230.34. Below is a calculation of the earned premium on the policy.

Review: I signed paperwork that set my home insurance at $495 and auto insurance at $741. My agent, [redacted], said he would contact my previous insurance to get it cancelled, contact the mortgage company to notify them about the change of insurance and set up auto pay through my escrow acccount. I paid for my auto insurance that day, in full, with my credit card. A few days later, I received my AAA auto insurance paperwork in the mail. The auto insurance had increased to $797 (8% increase) and the home insurance increased to $659 (33% increase). No home/car inspection had been conducted at this time and no explanation was given regarding the increase. My previous insurance e had still not been cancelled nor had my mortgage company been notified of the insurance change. I spoke with [redacted] on the phone and said he would get everything fixed shortly. Nothing was fixed. The mortgage company called me a few days later saying I had no insurance coverage on my house and my previous insurance agent was never notified of the change. Over the next several weeks, I exchanged several emails and phone calls with the agent continuing to say that it would be fixed soon (all broken promises). The agent said it was his error that caused the price increase. AAA then sent me a notice in my mail that I did not submit the signed paperwork...but it was my agent's fault for not giving the underwriting service the paperwork I signed. After several additional emails and getting his manager involved, the auto was finally fixed to match the originally quoted $741. At this time, the home insurance is still not fixed (even with the manager's assistance). The agent did not keep any of his promises...I had to take care of everything.Desired Settlement: I would like:

-My home insurance corrected to match the originally quoted amount ($495) which I have already paid in full.

-Both the auto and home insurance price adjusted to compensate for the the previous insurance not being cancelled immediately by the AAA agent (I was double covered from 1/24 to 2/11). The previous insurance company could not re-adjust the cancellation date.

-A written apology from AAA insurance explaining why there were so many delays and why I was billed a different amount from what was on the signed paperwork.

-A detailed action plan stating how they will prevent these discrepancies and delays from happening in the future.

Business

Response:

It

is our understanding that you spoke with our agent, Mr. [redacted], who

assisted you with the purchase of an auto and homeowners insurance policy. During

the auto quotation process it was indicated that you were first licensed in

2004; however, upon processing your application it was discovered that your

California Driver’s License was first issued in 2006 which caused a change in

the auto insurance premium to $797.00. Mr. [redacted] advised that he reviewed

this change with you and the rate change was accepted. In relation to your

homeowner’s policy, Mr. [redacted] calculated the dwelling replacement cost

(Coverage A) based off of your prior policy with State Farm, resulting in a

quote for the amount of $495.00. After the policy was bound, Insurance to Value

analysis was completed for your property and the findings revealed that based

on the features of your home the correct dwelling coverage amount was $277,000.

This resulted in the new premium of $695.00 whereupon you contacted Mr.

[redacted] regarding the premium difference. Mr. [redacted] confirmed that an

adjustment would be made to match the original policy amount. Ms. [redacted],

Insurance Business Manager, spoke with you on April 9, 2015 regarding your

premium increase as well as policy coverage. She explained that we honored your

request, and issued you the difference in premium of $164.00 for your

homeowner’s policy, which processed on April 13, 2015. Ms. [redacted] also apologized

for your many inconveniences throughout this situation and for our agent’s

error as well as addressed the need to cancel your policies with your previous

insurance carrier to avoid double coverage. Your concerns have been fully

investigated and appropriate action was taken to help ensure no further

incidents of this nature occur in the future. Should you have any questions,

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

Review: Hi

I saw a ad on channel [redacted] I decided to purchase aaa membership fo me and for my wife 8/9/2015 @2.17 pm I call [redacted] phone was picked up by gentleman named [redacted] after I gave my information he mention I cant open a membership because membership dept has put a block on me and my wife because of previous membership we had 12 years they cancelled because we use the service.this is not fair and not reasonable I dont mind they collect money they have to give some service too.they are targeting specific people to rip off or they are fair to everybodyDesired Settlement: I would like me and my wife get the aaa membership back

Business

Response:

The original membership

(#[redacted]) that [redacted] had with the Automobile Club of Southern

California (“Auto Club”) was cancelled by the Auto Club for membership abuse

and misconduct in 2013, with direction that no further memberships would be

permitted and that [redacted] should not apply for any membership with the Auto

Club in the future. [redacted] appealed this cancellation and Auto Club’s

Appeals Committee denied the appeal. In addition, since being cancelled

on that original membership, the primary member, [redacted], was cancelled

from an Adult Associate role on another membership (#[redacted]). Most

recently, [redacted] apparently managed to improperly open another

membership with the Auto Club (#[redacted]), which was thereafter cancelled

once Auto Club discovered the improper membership had been established. Due to their history of membership abuse, the

[redacted] have been cancelled as Auto Club members and advised that they may not

return. While the Auto Club may advertise for new members, all new

members must meet the membership requirements and if they have been previously

cancelled as members due to abuse or misconduct, they are not entitled to

obtain a new membership. This policy is consistently applied by the Auto

Club toward all new memberships.

Review: On January 17, 2014 I was involved in a car accident. Because I'm a AAA member I called them to tow my [redacted] pick-up truck. When I called AAA I was asked if I was involved in a accident which I replied "yes". AAA was at the scene 30 minutes before the City of [redacted] tow trucks arrived but weren't allowed to tow my truck because the tow truck sent did not have the proper certification to tow vehicles from accident scenes. In my research I discovered the in the [redacted] tow trucks must be IM (Incident Management) certified to tow a vehicle from the scene of an accident. The tow truck sent was ** ([redacted]) certified which is not permitted to tow from accidents. Because the proper tow truck was not sent the police on the scene did not allow my truck to be towed by AAA. The total cost for my vehicle to be released from the [redacted] Police Autopound was $322.55. I contacted AAA and explained the situation in writing and they sent me a check for $121.00 which was the cost of the tow only. I feel the total cost should be reimbursed because if the proper tow truck had been sent, this would have avoided the auto pound fees.Desired Settlement: A refund in the amount of 201.55 for auto pound fees.

Business

Response:

Case # [redacted] Simms Member confirmed the Police were on scene prior to the arrival of the AAA Towing provider. We are required to follow direction from Police on scene, the police turned away the AAA tow truck driver. Member was provided AAA Club cost for the towing services under the terms of his membership. We advised the member he could contact his insurance provider for possible reimbursement consideration and member refused.

Review: I used to have towing insurance several years ago. I decided not to renew and since then every so often I would get pamphlets, brochures and even applications. I finally got mad and called the company and they said my name would be taken off the list. I still got mail from them and they said my name would be taken off the list. Two times I called waiting for them and now am few up with their intensive sales campaign. I want no part of their company and more so now. LEAVE ME ALONE.I also am not sure if this is the correct aaa company.Desired Settlement: if this doesn't stop we are going to court. Financial requirements will be for stress brought on by this company.

Business

Response:

We offer our apologies for any furustration experienced. We have removed your name and address from any future mailings. This process can take up to 60 days to fully process however, you can be assured we have removed your name and address from our mailing list.

Review: I signed an automobile insurance agreement for $1008.00 with [redacted], Insurance Agent, on January 15, 2014 IN GOOD FAITH. On the same day, I left a $ 201.00 deposit (check no. 8144) on the one year insurance policy. On January 24, 2014, I received a new bill, signed by Robert T. Bouttier, CEO showing a premium amount for $1233.00. I requested an explanation for the increase. The answer was that I had to show proof of our highest education diploma. I did. Automobile Club gave me a discount for $ 72.00 dollars. The discount, however, still did not bring the total premium amount to $1008.00. I continuously asked for further explanation, a line item break down of the monthly payments that are based on a 10 month schedule.

I made the monthly payments in good faith until the month of June. In the month of June, I still did not receive an invoice showing the monthly payments for 10 months, neither the interest that AAA is charging and should have been shown separately from the insurance premium.

As of today, I did not receive a line item by line item invoice for the 10 month time period.

I received an additional bill for $172.00.

As of July 25, 2014, I cancelled my policy with the AAA for lack of responsiveness, lack of customer service, lack of best management practices and unreliable supervisors, managers.Desired Settlement: For AAA to provide a precise break down of its charges totaling up to $ 1008.00 for a one-year policy period, based on the 10 -month monthly payment calculation, showing the interest amount separately.

Thank you for this opportunity, for your services to the consumers. [redacted]

Business

Response:

We received a similar inquiry from the California Department of Insurance. Our response is as follows. We would like to begin by commenting on your statement that the Exchange should disclose to applicants that the finance charge is a monthly charge rather than a one-time charge. In regard to this issue, our sales agents are required to advise applicants of the finance charge prior to binding an auto insurance policy. Mr. [redacted], the sales agent who assisted you with your application, followed standard procedure and prior to binding coverage explained the finance charge and followed up by sending you a folder titled “Your Auto Insurance Documents,” (copy of pertinent page enclosed) that provided you with the following information.