Automobile Club of Southern California

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Upon review of the insurance policy we do see that Mr [redacted] Tran requested that we add you on; his spouse as a driver along with your Honda AccordPer our company guidelines we completed this transaction with an effective date of 8-21-On 10-12- [redacted] Tran visited the Huntington Beach office and requested to remove you and the vehicle from the policyPer our company guidelines, we cannot remove a spouse from a policy without their own verbal or written confirmationAs you were not in the office and could not be reached by phone, [redacted] then requested that he be removed from the policy along with his HondaThis transaction was completed as requestedThe policy remained in effect until it cancelled for non-payment in December 2015; however, per your requests and upon receipt of proof of insurance elsewhere we back-dated the cancellation date of this policyThere is still a remaining balance of $for coverage provided prior to the cancellationIf you have any questions or concerns, please contact [redacted] at 714-424-***

Our records indicate that on June 29, 2016, you contacted the Automobile Club of Southern California (Auto Club) requesting tow serviceDuring that tow, our Independent Service Provider, College Towing, damaged your vehicleAs a result of the damage you needed a rental carYou have stated that someone told you that AAA would reimburse you for the rental car, and you submitted forms for reimbursement to the clubHowever, as College Towing was the service provider that caused the damage to your vehicle, they were also responsible for the rental car reimbursementWhen we spoke to College Towing at the onset they were more than willing to pay for the damages and the rental carUnfortunately, there was some confusion about this and your reimbursement took longer than it should have We apologize that the situation was not handled quickerAs soon as we received the letter from the Revdex.com and saw that your situation was not resolved, we had our Field Manager reach out to you and work to get you reimbursed as soon as possibleTo help expedite that, we will reimburse you directly and get payment from College TowingThis way you will receive the reimbursement as quickly as possibleIf you should have any questions, please contact Mr [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] *** The AAA has sent me a check for the full amount claimed in the complaintThank you Revdex.com

Again, August 5, 2017, a photo inspection was completed of your homeDuring the inspection it was discovered that tree branches and vines were touching the roofline of the homeThere was also a washer and dryer located in the backyardAccording to our underwriting guidelines, the home cannot have any direct contact with live vegetationAlso, any appliances on the exterior of the home are unacceptableThe agent, Ms [redacted] , notified you of the concerning issuesYou were able to remove the branches and vines from touching the homeHowever, you did not remove the washer and dryer from your yardThe policy was cancelled and a refund check of $was sent to you on October 24, and cashed on October 30, If you have any questions, we encourage you to contact [redacted] at 714-885-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below They still have said nothing about my points on the licIf I still have the points that would tell them the ticket was dismissed , the traffic school said all paper work was filed with the DMV and courtsI feel that since they will not accept any of my paperwork as evidence of completion to keep my points because the DMV says the ticket remains as public record because of the class a Regards, [redacted]

Revdex.com: 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 At this point I understand the business either will not or cannot offer a reasonable resolutionThis in no way satisfies my complaintThe business did admit incorrect information given to me when adding my wife, which resulted in her canceling her other policy based on the admitted incorrect info givenThey state with my original authorization they proceeded with the addition of my wife after the factProblem is, once she canceled her other policy based on said incorrect information I had no choice but to continue at that timeIt wasn't much of a "choice" as they statedI also feel they kept us bated or strung along by providing even more mis information on dates regarding the violations being dropped from my wife's recordAs they have determined they cannot offer me anything other than an apology after multiple mishaps, misinformation, and rude on phone representatives, I would not consider this a happy ending or satisfactory ending to this dispute Regards, [redacted] ***

The DV report was ***e by a professional company [redacted] *** ! Any accident will DIminish the value of a vehicle, there will be a report of my vehicle now that it was in an accident and is was damaged, the chances for selling or trading in a vehicle what was in an accident are not the same as a vehicle what never been in an accident, the consumer will not pay the same price for a preciously damaged vehicle as they would for a vehicle with no damage history! I was trying to trade my car for another Ned that's wen I was told I would not recieve the the amount as if it was not in an accident! This is a claim you need to take care of , or I have to take further actionThank you Sincerely [redacted] ***

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

Our records indicate you contacted the Automobile Club of Southern California (Auto Club) on July 10, 2016, requesting battery service for your Buick LeSabreThe initial telephone representative assisting you explained that you had exceeded your service call allotment for the current membership period, and additional service would incur a $service chargeAlthough you requested to be billed for the service, the telephone representative refused to process your request and instead offered to transfer you to the local service provider for commercial assistance which you declined and requested to speak to a supervisorDuring the transfer, the call dropped resulting in you calling back a second time for assistanceAt which point, the second telephone representative that assisted you made an exception and dispatched battery service to your location along with billing you for the serviceIn your inquiry, you stated that the second telephone representative assisting you was very courteous; however, the initial telephone representative was very rude to you over the phone and refused to bill you for the serviceIn addition, you stated previously disputing two service calls that were erroneously charged to your membership on May 29, 2016, but had not received any follow up from the Auto Club in regards to your call disputeBased on your experience, we have reviewed your concerns with all parties involvedCoaching was provided to our call center staff stressing the importance of telephone etiquette and providing our members alternative billing options when payment cannot be taken over the phoneAlthough we were unable to find a record of your previous dispute, We want to assure you that we are constantly improving the tracking of our member comments with the goal of avoiding a situation like this in the futureOn behalf of our entire organization, we would like to extend our sincere apologies as we failed to provide you with a totally satisfying member experienceWe highly value your membership and find it disappointing that your experience fell short of our goal and your expectations As discussed with Ms [redacted] on August 4, 2016, we have removed the May 29, service calls that were erroneously charged to your membership as well as the service call from July 10, 2016, for the inconvenience that you experienced when in need of serviceAs such, please disregard the $service charge bill that the July 10, call generated for serviceIf you have any questions, please contact [redacted] at (562) 377-

We extend our apologies for the frustration you experienced when you recently purchased a new home insurance policy from an agent in our [redacted] branchWe apologize that your calls have not been returned in a timely mannerPlease allow us to assure you that these delays do not meet our company standards as we strive to provide our members and insureds with products and service of the highest possible quality at all times [redacted] , Insurance Business Manager has spoken with you regarding your home insurance policy concernsHe confirmed that he has provided other options for your Condominium policy through our AAA agency departmentWe regret this experience has caused you to place your insurance elsewhereWe truly hope we will have the opportunity to provide for your insurance needs again in the futureIf you have any questions, please contact [redacted] , Regional Manager directly at [redacted]

It is our understanding that you visited our Del Mar branch on August 8, 2105, to transfer your vehicle titles and purchase insurance due to relocating to San DiegoSince your wife and one of your vehicles were still in Iowa at that time, you were unable to complete the title transfer for your Toyota SiennaYou met with sales agent Nathan Bratlien and purchased an auto policy for your Toyota [redacted] leaving your second vehicle on your AAA Iowa policy until your wife arrived in San DiegoYou were quoted an original annual premium of $but when you received your billing statement, it reflected an annual premium of $On August 29, you purchased an auto policy for both your vehicles with another carrier calling our member service center requesting to cancel your policy and to waive the short-rate feeYou were advised that your policy would be cancelled effective August 29, and a manager would contact you to address your request to waive the short-rate feeSince you did not receive a returned call, you called again on September 2, and were advised your cancellation would be processed effective August 29, and no short rate fee would be appliedOn September 8, you received a refund in the amount of $and documentation stating your policy was cancelled with an effective date of September 3, [redacted] ***, Insurance Business Manager in our Del Mar branch, advised that he contacted you in September to address your concernsHe advised that the $premium discrepancy was the result of the removal of the professional discount due to not receiving the required documentationAdditionally, he advised that your signed auto application reflected comprehensive coverage and explains our short rate cancellation policyDocumented policy notes reference your knowledge of the premium increase and that the short-rate fee was discussed [redacted] informed you that under the circumstances, we are not able to waive the short-rate feeHe offered to provide you with a quote to bring your policy up-to-date but you declined [redacted] sent a request to our underwriting department today advising to backdate the cancellation of your policy to August 29, If this change generates a credit to you, an additional refund check will be mailedPlease accept our apologies for the issues you encountered with your auto insurance policyWe are sorry we were unable to provide for your insurance needs at this timeIf you have any questions or concerns, please contact [redacted] , Business Development Manager, at 760- [redacted]

During the handling of your May, 21, claim, our representative explained to you our policy does apply in Mexico as long as your travel to Mexico is not regular or frequent, without regard to distance from the boarder And at that time, also explained in the future any other claims that you may have in Mexico would not be coveredFurther we advised you in order to be insured in Mexico you would need to purchase a Mexico Insurance policy prior to entering Mexico from a company selling Mexico InsuranceYour loss for June 23, has been denied because your travel to Mexico falls under the definition of “regular and frequent” travel which is excluded under your policy contract If you have any questions, we encourage you to contact claims manager, [redacted]

Management has made several attempts to contact you regarding your concerns and has not received a return callWe have provided coaching to the employees to ensure these service failures are rectifiedWe encourage you to please contact [redacted] , Regional Manager, at [redacted] with any questions or concerns

Revdex.com: 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 fault lies completely with AAA and the negligence of their employeesI pay AAA for services in my membership feeIt is their responsibility to ensure that ANY paperwork is correct when I leave their premisesI have no choice but to now file a small claims action against Mr [redacted] and AAA Regards, [redacted]

Our file reflects that this loss was reported by you on October 6, You stated that you left [redacted] and traveled to [redacted] sometime in June of and left your [redacted] parked on the street near your residence in [redacted] The information we have been able to ascertain indicates that your vehicle was impounded and eventually lien soldWe are investigating the facts to determine if a theft, as defined by the insurance policy, has occurredBased upon the information currently available, the facts do not support a theft of your vehicle Your policy states in part: PART III – PHYSICAL DAMAGE DEFINITIONS – PART III Theft – means theft or larceny If you have any additional information, including a police theft report, please provide it to us for considerationTeam Manager [redacted] is aware of your concerns and is evaluating the claim for coveragePlease feel free to contact [redacted] directly at telephone number [redacted]

It is our understanding that on July 20, you spoke with our agent, Mr [redacted] , who assisted you with the purchase of an automobile insurance policyAfter agreeing to Mr [redacted] ’s quotation, you made a minimum down payment with a credit card for the amount of $It is our normal business practice to collect at least the minimum down payment to establish a policy, any amount in excess is optional and available upon the insured’s requestSubsequently, on October 2, 2015, after several payments having been returned, you requested to make another payment using a credit card however you were then advised that the available payment options are with use of a debit card or electronic funds transferIn reference to the issue of the returned payments that you encountered, it was discovered that the routing number provided was incorrect thus causing the payments to be returnedMr [redacted] ***, Insurance Business Manager, informs me that on October 6, he spoke with you in efforts to address your concernsHe offered a one-time exception for you to pay the balance in full on your credit card of choice but regrettably you declined having already cancelled your policy and currently being insured elsewhereIt is our understanding that after receiving your final payment on October 13, in the amount of $27.08, therefore closing your policy with a $balanceWe sincerely apologize for any misunderstanding and for any frustration we may have caused you Please be assured that it was never our agent’s intention to mislead you in any wayShould you have any questions, please contact [redacted] at [redacted]

Revdex.com: 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 only thing I know that I have insurance with State Farm and [redacted] from 2/25/I am not AAA policyholder because I never request for insurance from AAA after that dayOne more thing is that how could AAA make up the amount due with different numbers of $617.09, $470.09, $496.09, $while I don't buy insurance with AAA, (please see the attached files)] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

As a follto our letter on November 5, 2015, we are providing further information regarding your automobile insurance policyOn October 2, 2015, our Save Team spoke with you in an effort to reinstate your policy, as it was already cancelled at that point in timeYour concerns about not being able to pay your premium with a credit card were documented by the Save Team, at which time Insurance Business Manager, [redacted] ***, reached out to you and left you a voicemail messageIn the voicemail, Mr [redacted] communicated possible payment options, but stated he would need to speak with you in person to review and discuss before a payment arrangement could be madeSeveral days later, Mr [redacted] spoke with you on October 6, 2015, in an effort to address your concernsDuring this conversation you mentioned that you had visited an Automobile Club of Southern California branch office after speaking with our Save Team on October 2, 2015, and made another attempt to pay your bill with credit card, whereupon you were again told that this was not an optionAs mentioned in our prior letter to you, Mr [redacted] offered you a one-time exception to pay the balance in full on your credit card of choice, but you declined, having already cancelled your policy and having obtained insurance with another carrierIt is our understanding that after receipt of your final payment on October 13, 2015, in the amount of $27.08, your policy was closed with a $balanceYour account did not go to collections and, therefore, was not reported to any of the credit bureausAgain, we apologize for any misunderstanding and for any frustrationIf you have any questions, please contact [redacted] at [redacted] ext [redacted]