AMA

Good morning,I have spoken with the appropriate staff in our Membership departmentThey have confirmed they have reached out to the complainant and resolved the complaint.Regards,Peadar M [redacted] Director, Member Experience

I am responding to a complaint from [redacted] – Alberta Motor Association automobile policy no [redacted] In September the insured was given written notice advising we could not renew his personal property insurance, that was due in November 2014, as the insured was no longer a member of AMA The membership requirement is not applicable to automobile insurance Automobile renewal documents, effective July 18, to 2016, were mailed to the insured As the insured was on a monthly payment plan, installments continued to be withdrawn from the insured’s account June the insured called AMA advising he has purchased insurance through another insurance company effective June The new insurance company was only providing liability coverage, the AMA policy provided full physical damage coverage We have agreed to return the full premium for the liability coverages only as should a claim have occurred we could have been called upon to pay for the physical damage portion of a claim We have contacted the insured and advised same A check in the amount of $has been forwarded to the insured

Complaint: [redacted] I am rejecting this response because: Dear Madam/SirI have not received any response from AMA to date to my complaintAMA insurance has not done any repair work whatsoeverThe only work conducted on my property is a patch work that consists of covering damaged portion of the backyard wall with a tarp sheet (which by the way prevents the usage of washer and dryer), shoring up the first floor joists to prevent them from crumbling and some smoke mitigation cleaningWinter has started and this week temperature will drop to -degree Celsius in [redacted] and I am not sure about this tarp sheet’s integrity in winter of [redacted] as it has been pointed out to insurance adjuster (Michelle B [redacted] , with [redacted] ***.) [redacted] I am still waiting for any action from AMA.Sincerely, [redacted]

We are reviewing the Insureds complaint with the appropriate Claims staff and will respond as soon as possible.regards Peadar M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11791592, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2016/06/07) */
The client requested to be booked into a specific resort in Mexico for herself and other people and claims to have conducted a large amount of research beforehandThe client requested to be booked into the "***" section of the
resort, which was done and an itinerary was produced for the client on October 31, listing the suite as "*** *** *** *** *** *** *** *** ***
The client subsequently discovered that the resort would be providing her suite in the "***" section of the resort rather than the "***" SectionDespite claiming that this is a major issue, the client proceeded with the tripWe understand that the client attempted to revolve her concerns with the resort during her trip, but we are not aware of the outcome of those discussions
As a travel agency, we only act as an agent for the resort, and any issues of how the rooms or amenities are represented are an issue to be addressed with the resort owner and are subject to the contract between the resort and the visitorIn multiple emails from the client, she acknowledged that this was more of an issue of advertising by the resort rather than an intentional booking error by the travel agent
Despite this, and in good faith, we offered the client the sum of $from our own funds, which is the difference between the price of a suite in the "***" section versus the "***" section at the timeWe find our attempts to resolve this matter to be more than reasonable and we do not see how making the travel agent pay an excess will deter the resort from advertising any differently
Initial Consumer Rebuttal /* (3000, 8, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I booked this trip in October because I wanted to make sure to have all options available to find the right placeThe reviews for the *** were great, whereas the reviews for the *** were notI booked the *** and was happily going over my itinerary when I noticed something that made me suspect that something was wrongI inquired and was specifically told by the travel agent that the room was definitely on the *** sideIf she had said that it wasn't then we would have cancelled right then and there - months in advance of the trip
When it was finally revealed immediately prior to our trip that that information had been false, it was too late to cancel and re-book something for people going to Mexico for Easter BreakWe also had family meeting us there who would not have been able to get a refundThey had booked their trip in January just to meet us thereAgain, knowing in October rather than March would have been a different scenario
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
If we looking into emails then please note that I did ask my travel agent, in writing and immediately upon receiving my booking, directly about the location of our room as it was very important to me and I wanted to confirmShe answered back (as per the email I attached to my original complaint) that yes, we were on the *** side
My travel agent was very nice so I hesitate to point any fingers but...I did ask specifically about location and we discussed at length why I do so much research prior to tripsShe did respond to my inquiry and assured me that I would be on the *** sideAgain, this is why I booked with an agent - someone who is not the hotel - to tell me the truth and not just what is going to sell more rooms
I did try to resolve the problem at the resortI made attempts and was ignored *** *** *** *** *** *** *** ***
I do appreciate that the agency made an attempt to reconcile with me despite the lack of cooperation from their supplier*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Good afternoon,I have reached out to our Claims department and discussed the Insureds concerns. I can confirm the Claim is been processed through the appropriate procedures/processes and remains activeWe appreciate the Insureds patience while our claims department completes their
handling of the outstanding claim.Regards, Peadar M***Director, Member Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good morning,I have spoken with the appropriate staff in our Membership department. They have confirmed they have reached out to the complainant and resolved the complaint.Regards,Peadar M[redacted]Director, Member Experience

I am responding to a complaint from [redacted] – Alberta Motor Association automobile policy no. [redacted] In September 2014 the insured was given written notice advising we could not renew his personal property insurance, that was due in November 2014, as the insured was no longer a...

member of AMA.  The membership requirement is not applicable to automobile insurance.    Automobile renewal documents, effective July 18, 2015 to 2016,  were mailed to the insured.  As the insured was on a monthly payment plan,  installments continued to be withdrawn from the insured’s account.   June 2016 the insured called AMA advising he has purchased insurance through another insurance company effective June 2015.   The new insurance company was only providing liability coverage, the AMA policy provided full physical damage coverage.  We have agreed to return the full premium for the liability coverages only as should a claim have occurred we could have been called upon to pay for the physical damage portion of a claim.  We have contacted the insured and advised same.  A check in the amount of $804.96 has been forwarded to the insured.

Initial Business Response /* (1000, 6, 2015/10/02) */
The client purchased a membership on December 6, 2014 and is allowed 5 roadside assistance calls per membership year. Membership coverage extends to eligible passenger vehicles suffering unexpected mechanical failure when the member is the...

driver or passenger of the vehicle. To date, this member had used service calls on:
December 12th for a tow
January 9th for a tow
February 18th for an unlock service
June 4th for a tow
This leaves only 1 service call available for this membership year.
For the 5th and final call placed on September 27th for this member for this year, a request to tow was refused based on AMA membership that provides coverage for unexpected mechanical failure of fully registered and insured vehicles. The member was asked to provide proof of registration and insurance, which was not done as the member was not present at the breakdown location. The AMA operator responded and found the vehicle partially dismantled with no passenger side front wheel and loaded with tires and weed whackers. This led us to believe that this is not unexpected failure.Due to safety and liability, AMA refused the service, asking the member to get service independently from a towing company.[redacted] We have made several attempts to call the member to resolve this complaint, however was not able to reach her by phone nor were we able to leave voice messages.

Hello,Not getting back to the member was our mistake.  Our system of record for complaints did not properly route this issue to the right staff member.  Someone has attempted to reach out today to resolve, however, the phone number provided did not have voicemail set up, so we were unable...

to leave a message.  We will try again later today to touch base.

Good afternoon,Since my previous e-mail, Management in our Claims department have spoken with the complainant, requested a quote and are working towards an amicable resolution.Regards Peadar M[redacted]Director, Member Experience

Complaint: [redacted]
I am rejecting this response because:
Dear Madam/SirI have not received any response from AMA to date to my complaint. AMA...

insurance has not done any repair work whatsoever. The only work conducted on my property is a patch work that consists of covering damaged portion of the backyard wall with a tarp sheet (which by the way prevents the usage of washer and dryer), shoring up the first floor joists to prevent them from crumbling and some smoke mitigation cleaning. Winter has started and this week temperature will drop to -20 degree Celsius in [redacted] and I am not sure about this tarp sheet’s integrity in winter of [redacted] as it has been pointed out to insurance adjuster (Michelle B[redacted], with [redacted] [redacted].) [redacted] [redacted]I am still waiting for any action from AMA.Sincerely,[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me with reservations. We will see how it goes. 
Sincerely,
[redacted]

Our Claims department has spoken with the complainant and responded to his concerns.RegardsPeadar M[redacted]