Automobile Club of Southern California

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As an AAA premier member for more than a decade, I was totally shocked by receiving such a dishonest response from AAA! In this response it was claimed that:--- "*** ***, 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 documentation."--- "Additionally, 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." --- "*** 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."However, I have NEVER been contacted by or talked to any person named *** *** from AAA! How could this happen without my awareness? My cell phone history clearly showed no such call records from this person!Regarding this insurance problem, if it was not the sale agent Nathan's misleading information, I would not have to change my insurance until all my cars arrived and titles were changed which could save me significant time and costMoreover, he quoted incorrectly - not followed my request for "liability only"He also did not tell me anything about the hidden "short-early fee" policyI trusted him because in the past I have received very good service from my previous AAA branch in IowaI naturally thought this AAA branch would also provide quality service but I was wrong.Here I request again for a refund of amount equal to the prepaid premium (8/29/2015-9/3/2015) plus the short-rate fee deducted from previous refund checkIf a satisfied solution cannot be received, I reserve all rights including directly filing complaint to AAA's executive office, writing reviews on social media and taking other possible legal actions.PS: Attached is a copy of the previous complaint sent by regular mail (no response was received) which provided more detailed information regarding this issueThanks!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Response in long-winded, and did not directly address my concernsFurther responses of this nature will result in legal action
Regards,
*** ***

It
is our understanding that when you and your partner, ***, purchased your
membership in our San Diego branch, the agent that assisted you reviewed the
membership benefits with both of youFrom this conversation you were under the
impression that there was a total number of locksmith
calls available under the
membership that you and *** would shareIt was not your understanding that
of this total number of locksmith calls, you had a specific number available to
you and *** had a specific number available to herThroughout the
membership year when a locksmith was needed, you and *** were together but
you placed the calls for serviceThe last time that you required locksmith
service, you were advised by the dispatcher that you would be charged for the
service because you had exceeded your personal allotment of locksmith callsYou
were surprised and upset to hear this and called the branch to voice a
complaintYou were advised to call our customer service number for assistance
You called the customer service number and left a message for a manager, but
never received a return callYou feel you were misinformed by the agent that
reviewed your membership benefits with you and would like the $locksmith service
charge waived or deducted from your membership renewal fee, although at this
time your membership has been cancelled due to the outstanding locksmith
chargeBusiness Development Manager, *** *** spoke with you regarding
your concern and apologized for the misunderstanding regarding the number of
locksmith calls available to youMr*** researched the situation with
Emergency Road Service management and was advised that during your last
locksmith service call you were advised that you would have to pay $for the
serviceYou agreed, but asked if you could be billed since your purse was
locked in the carAlthough billing the member is not our practice in
this situation, a supervisor made an exception with your agreement to pay the
charge once billedSince you were advised of the $charge when you called
for service and agreed to pay it, we are unable to waive the chargeMr
*** provided you with his direct phone number, ***, should you
have further questions or concerns. If
you are unable to reach Mr***, please contact Regional Manager,
*** ***, directly at ***

We extend our apologies for the frustration you have experienced while attempting to receive your refund with your homeowner policy. We understand that you have contacted us several times regarding this matter*** ***, Insurance Business Manager in our Anaheim branch advised that he has
spoken with you regarding your concerns and inquiries specific to your refundIt is our understanding your pro-rated refund has been mailed to you at the address listed above, per your requestAs you know you will be receiving three refund checks totaling $If you have any questions or concerns, please contact *** ***, Regional Manager directly at 714-***

As per our prior response, this was a
minor traffic collision between our Insured’s vehicle and your 2016 [redacted]. The
damage to the left quarter panel and rear bumper of your vehicle totaled
$1,536.30 and was cosmetic in nature. The vehicle was repaired to its
pre-collision condition and a rental car was paid during the time of repairs. At
this time, your concern is regarding a diminution of value claim that you have
presented for your vehicle. Proof of claim was submitted in an online report
that factored in the vehicle information, the repair cost, and damage to the
vehicle as submitted by you. As noted, there was no structural damage to your
vehicle and the repairs were cosmetic in nature. The amount you have requested
$2,498 is the exact amount the online service provided based on incorrect
information. In a recent correspondence to our Insured, you presented a demand
for $2,700.00. We ask that you contact us directly to discuss this matter
further and please refrain from contacting our Insured directly. As per a
conversation with [redacted], on February 5, 2018, you are not willing to
discuss this matter further outside of the bounds of the RevDex.com. We have attempted to reach you again to discuss this matter further to
discuss your concerns. In an effort to move this matter towards resolution an
offer was made to reach an amicable resolution of this matter. The undisputed
amount of $153.63, for the diminution of value portion of your claim was
already issued to you. Although we question that there may be a diminution of
value claim from such a minor loss, we remain willing to compromise an
additional $100 to resolve your claim at $253.63. We will require a signed
release prior to the issuing of any additional payments. Should you wish to
discuss this matter further, please contact manager [redacted] at [redacted].

Our records show you were forwarded your call details on February 25,
2015 by our Emergency Road Service Administrative Services department, which
included a letter explaining the services rendered. A copy of that
communication has been attached for your review. Your membership allows you...

to
have four service calls that are covered per each twelve month term. You were
advised that you had a total of nine service requests during the period of
January 29, 2014 and January 29, 2015. Based on that review, you were being
charged the cost of the services rendered which exceeded the four call limit
which was $323.17. We have performed another review of the services you had
provided while in Alabama and have removed the charge for two of the nine calls.
This has reduced the balance being requested from $323.17 to the current amount
of $203.17. We still had to pay the Alabama Club for the requested services but
have elected not to pass that on to you due to not having service verified on
two calls. The new balance of $203.17 is still considered valid even though
adjusted, and payment to the outside agency Southwest Credit should be made as
soon as possible. Once this is paid, the account will be listed as closed and
paid but still will show on your credit report. It is never our intent to have
our members feel we are billing unjustly, and we hope this clearly explains our
position. Please contact our internal collection supervisor, [redacted], at [redacted] with any questions.

(The consumer indicated he/she DID NOT accept the response from the business.)
no,when I spoke to the customer service rep I gave her all the information about the vehicle .she looked up the make and model and gave me a price of $207.I asked her if this included installation and disposal of the old battery.she guaranteed that these services were included in the quoted price.

You signed your application and coverage was provided by the
Interinsurance Exchange of the Automobile Club effective April 2, 2014 until
expiration April 2, 2015. The yearly premium was $1,154.00 for that term. There
was no coverage extended to you after the expiration date. The balance you...

are
being asked to pay is for unpaid days of coverage prior to you expiration date
April 2, 2015. We have attached the signed application and your itemized
statement showing all payments applied to your policy premium along with earned
fees. We show the following phone contacts to our Member Service Center (MSC)
regarding your policy:
November 5, 2014 - You called to adjust your EFT payment option.
December 8, 2014 - You called to cancel your EFT Auto Pay from this
policy. You were advised that your policy could be switched to a Named Non
Owner (NNO) if you no longer owned the then covered vehicle 1995 Olds, and
could provide bill of sale or release of liability. You advised that you would
follow up later.
January 9, 2015 – You replaced the 1995 Olds with the 2004 BMW, which
adjusted your yearly premium from $1,154.00 to $2,697.00. You stated the 1995
Olds should have been deleted back on your last contact December 8, 2014. You
were informed we would need bill of sale or release of liability in order to
backdate that request. This policy change added a prorated additional premium
of $347.00 to this policy term. 
May 4, 2015 – You called to advise us you were not renewing the coverage
as you had purchased coverage with [redacted]. No proof was submitted for our review
for a possible backdate. 
March 3, 2016 – You called to dispute this collection balance of $514.70
as you believed coverage should have ended on January 9, 2015 when you replaced
vehicles. You were advised there were no notes to suggest you were trying to
cancel coverage and no proof was submitted from [redacted] to be reviewed for
possible cancellation date adjustment. 
Your account was referred to [redacted] in October 2015 and
remains there with this unpaid balance of $514.70. We are still willing to
accept proof of duplicate coverage which could adjust this balance of $514.70.
Please review the itemized statement we sent you which shows your last applied
payment was $115.00 on November 11, 2014. The Exchange continued to provide
coverage as you requested and still needs the unpaid premium which covered you
until April 2, 2015. If you have any questions, please contact
[redacted]

We
understand that your vehicle was at your shop choice for eighty-five (85) days
and that you requested to be compensated for loss of use during this entire
timeframe. Based on the estimated damages, this is an unreasonable amount of
time and was the reason why we have questioned and sought...

additional
information to substantiate your loss of use claim. We understand that you are
currently in discussions with Long Beach Unit Manager, J[redacted], and that
your claim is close to being resolved. If you have any additional information
or need further assistance, please contact [redacted], Unit Manager, at
(562) 497-[redacted].

Our records show that our Sales Agent, Ms. [redacted],
assisted you in applying for a homeowners insurance policy for your residence.
Ms. [redacted] forwarded your application to our Underwriting Department for
review and evaluation. During the application process, she advised you that...

the
Exchange required a photo inspection of the interior and exterior of your property.
The inspection was completed and the photos were forwarded to our Underwriting
Department on October 25, 2017. California Insurance Code ("CIC")
Section 676 permits insurance carriers to review applications for insurance for
up to 60 days after the coverage effective date in order to make corrections,
acquire additional data, or notify the insured of the decision not to accept
the application. During this time, the insurer may notify the insured of the cancellation
of coverage. Within the 60 day time frame, your application was assigned to Ms.
[redacted], Underwriter for review. Upon researching your residence and viewing
the inspection photos, Ms. [redacted] noted there is a room addition to your home.
Ms. [redacted] confirmed we did not receive building permits for the additional
room. According to our Underwriting Acceptability Guidelines, residences that
contain any structure on the premises used as a living space that does not
comply with all applicable building ordinances and laws are unacceptable. Also,
as a result of not receiving permits for the room addition, we were unable to
properly calculate the square footage of your home, so it was not insured to
value. Consequently, on December 7, 2017, Ms [redacted] sent you a “Notice of Cancellation
and Termination of Insurance.” In this notice Ms. [redacted] informed you that all
insurance requested would terminate at 12:01a.m., Pacific Standard Time on January
7, 2018. Your Exchange coverage was terminated on that date. You stated that you
had to make several phone calls to the Exchange in order to discuss your
homeowner policy with Ms. [redacted]. We extend our apology, on behalf of the
organization, for the inconvenience and frustration this experience has caused.
We understand you spoke with Underwriting manager, [redacted] on January
25, 2018. You confirmed that you did not have building permits for the room
addition to your home and Ms. [redacted] informed you that your home does not
qualify for insurance with the Exchange. You informed Ms. [redacted] that you had
placed homeowners insurance coverage elsewhere. If you have any questions,
please contact Ms. [redacted] at [redacted].

Our records indicate that on June 29,
2016, you contacted the Automobile Club of Southern California (Auto Club)
requesting tow service. During that tow, our Independent Service Provider,
College Towing, damaged your vehicle. As a result of the damage you needed a
rental car. You have stated...

that someone told you that AAA would reimburse you
for the rental car, and you submitted forms for reimbursement to the club. However,
as College Towing was the service provider that caused the damage to your vehicle,
they were also responsible for the rental car reimbursement. When we spoke to
College Towing at the onset they were more than willing to pay for the damages
and the rental car. Unfortunately, there was some confusion about this and your
reimbursement took longer than it should have. 
We apologize that the situation was not handled quicker. As 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 possible. To help expedite that, we will reimburse you
directly and get payment from College Towing. This way you will receive the
reimbursement as quickly as possible. If you should have any questions, please contact
Mr. [redacted]

It is our understanding that on June 2, 2015,
you spoke with our agent, Mr. [redacted], who assisted you with the
purchase of your automobile and renters insurance policies. Mr. [redacted] informed you that there were forms that required your signature and, per your
request, Mr. [redacted]...

mailed the documents to you later that day.
Approximately one week later, you spoke with Mr. [redacted] informing him that
you have yet to receive any of your policy documents. Mr. [redacted] then
suggested that you allow two additional business days for delivery and if still
not received, to call him back to discuss alternate options. Unfortunately, a
call back was never received. Subsequently, on June 26, 2015, Mr. [redacted] received
an email from Insurance Service Representative, Ms. [redacted], from our
Victorville branch office, informing him that you were waiting to complete the
required paperwork at the branch office. Upon receiving this initial
notification, he forwarded all the necessary forms to Ms. [redacted] for assistance.
Regrettably, a minute later, Mr. [redacted] received a response from Ms. [redacted]
stating that you were no longer available and would return at a later time. It
was on the following day, Saturday June 27, 2015, that Mr. [redacted] received
an email from Senior Insurance Service Representative, Ms. [redacted],
submitting your completed documents. Ms. [redacted], Insurance
Business Manager, contacted you and offered our apologies on the time it took
to receive your policy documentation. We understand that the documents have now
been received and your policy is in good standing. Please be assured that
occurrences such as these are not our usual and customary way of conducting
business. If you have any questions, please contact Ms. [redacted] at
[redacted] ext. [redacted]

A letter
including attachments has been sent to the address of record, matching the
address you noted on your Revdex.com complaint. The balance of $203.17 is still
considered valid even though adjusted, and payment to the outside agency
Southwest Credit should be made as soon as possible. Once this is paid, the
account will be listed as closed and paid but still will show on your credit
report. We encourage you to contact our internal collection supervisor, [redacted], at [redacted] with any questions. Mr. [redacted] can also assist in directing your damage concerns to the correct person to address that matter.

We have also
received the correspondence you received from [redacted] City Traffic Engineer
[redacted], which acknowledges a work order to repair to the damaged barricades
and installation of additional guide signs at the loss location. Unfortunately,
the additional information provided does not support reversing our principally
at fault determination and the current assessment will remain. [redacted], we
sincerely regret that we could not reach a conclusion consistent with your
expectations. We value your 52 years of membership with the Auto Club and it is
our hope that we can continue to serve your membership and insurance needs. If
you have any other questions, please contact Claims Manager, [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.
I
have been shown  no "PROOF" of
doing anything that was not offered with their agreement when I first went with
A.A.A., they sent a generic letter stating I did something wrong, Like
something pushed out of a computer, and no "PROOF" OF WHAT I DID, No evidence
of any wrong doings?? And  to be
terminated after 21 years!!! I WANT PROOF, And a reason for being terminated, I
paid for 21 years, never even used all what was offered from the, as with a
free rental car when broken down, or hotel if on vacation, I never ever used
anything like that? I just called when my car broke, had towed to a shop for
repairs, or to my home as stated in the agreement we signed 21 years ago.
Please,
I want PROOF of what I did to be terminated, I know I did NOTHING WRONG, so
that is why they will not go as far as to do so, I am being tried as
"Guilty before I can show innocent’s” that is Not fair!!They also refuse to talk to me, no matter who I try to speak with, all tell me Nothing can be done. Not Fair.
[redacted]

A review of our
records reflects that on March 9, 2014, you contacted the Automobile Club of
Southern California to request battery service for your 2006 Honda Accord. In
your inquiry, you indicated that the responding service technician, [redacted],
recommended replacement of the battery based...

upon the results of the test he
performed. You declined his recommendation. You also expressed concern that
[redacted] was unprofessional, and that he was aggressive in his attempts to sell you
a new battery for your vehicle. The following day (March 10, 2014), you called
AAA once again for a second opinion on the battery test results. The technician
dispatched to this service call retested the battery, finding that it was in
acceptable condition and not in need of replacement. Because of the
contradictory test results, you submitted a complaint regarding this issue, but
unfortunately your concerns were not addressed in a timely manner. You also
expressed concern that the Club had notified you that all four calls for the membership
year had been exhausted. We sincerely regret that we did not quickly follow up
with you to resolve each of these questions. We did confirm the conflicting
results obtained from the two battery tests performed on your vehicle. A review
of the testing outcomes suggests there may have been an intermittent issue with
the vehicle which resulted in these conflicting tests, and we attempted to
explain that in a letter mailed to you on April 7, 2014. Regarding the
call-usage letter you received, these notices are auto-generated and are for
informational purposes only in order to keep our members abreast of their
membership entitlements. On behalf of our entire organization, we would like to
extend our sincerest apologies as we were unable to provide you with a totally
satisfying member experience. We highly value your membership and find it
disappointing that your experience fell short of our goals and your
expectations.  Please be assured that we
have reviewed these events with all parties involved and have taken the
appropriate corrective actions in order to prevent any recurrence. We thank you
for your past membership with the Auto Club and greatly appreciate your
support. If you have any additional questions, please contact [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.
Unacceptable! First of all, may I ask who's responding to this case I have opened with the Revdex.com? Secondly all transactions will remain either written, posted and/or communicated through the Revdex.com portal. Lastly, whoever responded failed to take notice of debris in the roadway forcing my action. Explain if you will how can I be at fault for something that's clearly DAMAGED NOT 100% IN TACT? and pieces of it is in my direct line of path and there's no posted directional signs in sight! What is the logical course of action for a sensible driver to make in an unfamiliar area for the first time with debris in their path, I truly wonder. Go through it? NO Go around it missing it entirely? YES This particular cross section is a HAZARD & a FATALITY waiting to happen! YES Allow me to reiterate (DAMAGED BARRIER) HMM? Who could be at fault? Let me think? Any driver? NO City maybe? YES WHY? (Thinking as the city) it was our intention to prevent incidents giving public fair warning, but that warning barrier has been demolished by a prior incident leaving a dangerous obstruction in the roadway! Should this be addressed immediate to prevent future incidents? YES I think someone from [redacted] with a keen eye (Having a much better outlook or prospective) needs to re-evaluate this particular situation before handing down an unfair judgment and concluding 100% INNOCENT!  Regards,
[redacted]

Again, we removed your name and address from our mailing records.  This process may take up to 60 days to become fully effective. We have taken appropriate steps to prevent further mailings. If you receive any other unwanted mailing, please let us know.

As
a follow-up to our letter dated June 29, 2016, we are providing further
information regarding your automobile insurance policy. Your full cancellation
fee has been waived and a refund check in the amount of $101
was processed and sent to you on July 13, 2016. Should you have any questions, please
contact [redacted], Insurance Business Manager, in our Direct Sales Unit at [redacted].