Automobile Club of Southern California

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 employees. I pay AAA for services in my membership fee. It is their responsibility to ensure that ANY paperwork is correct when I leave their premises. I have no choice but to now file a small claims action against Mr. [redacted] and AAA. 
Regards,
[redacted]

As
outlined in the aforementioned response, our investigation into the subject
claim found the reported loss to fall outside of the parameters of coverage as
provided in the applicable policy of insurance. As such and as conveyed in our
prior correspondence, coverage for the subject claim has been declined. Should
you have any information that is contrary to the findings as outlined in our
investigation, we are more than happy to review whatever documentation you may
have. However, in the absence of any new information, our position remains
unchanged and our file remains closed. Based upon the previously referenced
investigative documentation we have obtained, we regret that no further action
can be taken. Should you have questions regarding the information presented,
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 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.Dear...

Revdex.com,Thank you for your help. My complaint has been satisfactorily resolved. The company explained what had happened, stated they have taken steps to prevent further issues,returned my benefits, and issued a full refund.Complaint ID: [redacted]Sincere thanks,[redacted]
Dear Revdex.com,Thank you for your help. My complaint has been satisfactorily resolved. The company explained what had happened, stated they have taken steps to prevent further issues,returned my benefits, and issued a full refund.Complaint ID: 11400071Sincere thanks,Joseph Stewart

On July 22,
2015 our insured reported that she was involved in a traffic accident involving
four other vehicles. On July 27, 2015 all parties involved were notified that
while we conducted our investigation, it was their responsibility to mitigate
their losses. Our investigation at that...

point in time was to determine
liability and damages to all parties involved. On October 22, 2015 our
investigation for liability into the multi-vehicle incident was concluded and
we accepted fault on behalf of our insured. Damage assessment was ongoing
during that time. On October 29, 2015 we advised our insured that based on the
preliminary information that we had obtained, all damages would exceed her
policy limit of $10,000. While it is our goal to settle claims as quickly as
possible, timeframes to finalize settlement amounts extended longer than
anticipated while we were dependent on three different insurance carriers to
report their damages and submit their expenses. During our investigation into
the damages, all parties were kept informed. On April 5, 2016 all invoices were
received. Because of our insured’s limited coverage and number of vehicles
involved, all parties were offered a settlement based on a pro-rata share and
releases were mailed out. We have yet to receive a settlement agreement from
the three carriers. We understand you are dissatisfied with the handling of
this claim, and sincerely apologize that the process has extended longer than
we would have liked. If you have any additional information or need further
assistance, 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.
I am not satisfied with the refusal of the AAA to stand behind their services.  Although they say they attempted to mediate the dispute, they have failed to hold [redacted] responsible for their actions.  AAA attempt to say the the jumping of the battery could not blow the SAM unit, but in fact it did blow it.  They offer no reason as to why it happened concurrently with those actions.  The notation on the invoice are not notations in the general course of actions and were only put there because he knew the memory was compromised.I will now proceed with a small court action against AAA and [redacted].
Regards,
[redacted]

With respect to the nonrenewal of your homeowners policy, prior to the expiration of the 2015-2016 policy term, the Exchange’s Underwriting Department reviewed your insurance file, including its loss history, to determine if an unacceptable increase in the risk of loss had arisen since the...

previous review. During his review, [redacted], the Underwriter assigned to your policy, noted that you had sustained two water-related losses in the five years immediately preceding your policy expiration date. These losses were described in the letter we sent to you dated 9-19-2016.
 
The Exchange’s current underwriting renewal acceptability guidelines state:
 
“A policy may be considered for non-renewal if more than one paid loss (open or closed) has occurred in the last five years. In deciding whether to non-renew for prior loss(es), consideration should be given to the entire loss experience or to whether the exposure has changed in such a way that there is now an increased risk of future loss(es). Consideration should also be given as to whether the insured has taken adequate steps to remedy the risk of a similar loss from re-occurring.”
 
Since you had two losses within the experience period, [redacted] considered not only the number of losses you had sustained, but also their type and whether they were indicative of future similar losses. In view of your two water-related losses in less than five years, which are indicative of plumbing-related issues with an increased likelihood of future losses, your policy was not eligible for renewal. Consequently, since you did not meet the Exchange’s renewal criteria, [redacted] sent you a “Notice of Nonrenewal and Termination of Insurance” on June 7, 2016.  The notice advised you of the reason for the nonrenewal and stated your policy would expire in its entirety at 12:01 a.m., Pacific Standard Time, on July 24, 2016.
 
At the same time, [redacted] stated the Exchange was willing to offer renewal of your policy if during the course of the 2016-2017 policy period, you agreed to increase your policy deductible to $5,000, and either:
 
Completely replace both the hot and cold water pipes throughout your dwelling; OR                                       ...⇄                                         ...⇄
Apply an epoxy treatment to your entire plumbing system.
 
The California Insurance Code (“CIC”) requires us to apply our underwriting renewal criteria in a fair and equitable manner to all insureds. The Exchange offers the above option to all qualifying policyholders and we cannot modify or tailor it to accommodate individual circumstances or conditions. Since we did not hear back from you regarding increasing your deductible or receive any proof of repiping or applying an epoxy treatment, your policy did not renew and all coverage ceased on July 24, 2016.
 
In your inquiry with the Revdex.com, you mention that you are dissatisfied with the repair work completed after your most recent loss. According to our research, payment was made to you to complete the repairs to your home. The Exchange offered the assistance of [redacted] which was accepted. We understand [redacted] agreed to complete the work at your home; however, we did not reinspect the home to ensure the work was completed. We were unaware of any concerns regarding ‘sloppy work’; however, we will contact [redacted] on your behalf and request [redacted] address the claim-related repair work. Should have any questions, please contact either, [redacted], at [redacted] or [redacted] Manager, Underwriting Department, at[redacted]

On October 27, 2016, we mailed
you a response to your letter dated October 20, 2016. On December 14, 2016, we
again mailed you a response to your concerns filed with the [redacted] regarding the same matter. As stated in our letter of October 27,
2016, we apologized for our...

supervisor having offended you with his choice of words as he explained our marketing
offer and the additional cost of $9.00 to upgrade your membership. We
understood this was a sensitive matter to you and we have taken appropriate
action to ensure no further incidents of this nature recur. As a result, we
addressed the cost of the upgrade from your current AAA Plus to the AAA Premier
benefit level. Be assured our response was not intended to imply that your
request was to receive a free upgrade. In addition, [redacted] email on
November 28, 2016, was a follow up to our original response. In our
response letter of December 14, 2016, we further explained that on January 29,
2016, we mailed you the offer of your AAA Plus membership renewal effective
March 18, 2016 reflecting your annual dues as $83.00. On March 2, 2016, we
received your payment of $83.00 for the renewal of your AAA Plus membership. As
a follow up to your concerns, [redacted] contacted you and apologized for
our supervisor having offended you with his explanation of the cost to upgrade
from the Plus to the Premier benefit level. [redacted] explained the
promotional offer you received and the cost of upgrading to our Premier benefit
level. In addition, as part of the conversation, we explained that we were
currently exploring payment options that would help our members better manage
the cost of upgrading their membership. However, this payment plan is currently
unavailable. In summary, we have apologized for how the language of our
supervisor came across when he explained the cost of the upgrade to the AAA
Premier benefit level. We addressed your conversation with our representative
and mailed you a response to your concerns filed with the [redacted]. We have explained that we were exploring future payment options for
our members and that this payment plan, as discussed by our representative, is
currently unavailable. As such, we consider these matters closed. [redacted],
should you have concerns other than those we have previously addressed, please
do not hesitate to contact [redacted], at [redacted].

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].

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 resolution. This in no way satisfies my complaint. The 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 given. They state with my original authorization they proceeded with the addition of my wife after the fact. Problem is, once she canceled her other policy based on said incorrect information I had no choice but to continue at that time. It wasn't much of a "choice" as they stated. I 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 record. As 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]

Our responses to both the California Department of Insurance and
the Revdex.com outline our position in detail. Based on the dates
we provided coverage, you were billed for the earned premium. Therefore, we
cannot accommodate your request for a full refund. If you have had concurrent
coverage with another company during this time frame and can provide proof to
us, we could cancel the policy from its inception and provide a full refund.
Otherwise, we cannot accommodate your request for a full refund at this time as
the amounts collected are considered earned premium. We apologize for any
inconvenience this may have caused. If you have any questions or concerns; we
encourage you to contact Regional Manager, [redacted] at 562-377-[redacted].

We have been in contact with the
former insured and advised that we would not be charging off any of the earned
premium currently owed to us. We advised that we had been mailing her
statements on a monthly basis for the last three years which outlined all
premium charges. The amount due was...

clearly stated. Please close case.

[redacted] It is our understanding that you received an insurance quote; however as of December 11th you had not received the $10 [redacted] Gift Card that was being offered as part of a promotional campaign we were conducting at that time. We apologize for our service failures in regard to this...

matter. Unfortunately our agent did not follow up with you to discuss your concerns and resolve this issue to your satisfaction. Alhambra Insurance Business Manager, [redacted], has made sure that your gift card has been entered into the system for delivery to you. These gift cards are fulfilled by a central fulfillment facility are mailed to your home in 8 to 10 weeks. Please watch for it to arrive. If you should have any questions or you do not receive your [redacted] gift card please contact [redacted], Regional Manager, at [redacted].

Again, our records reflect that you had a payment due of $56.18 for
December which was considered late as of January 3, 2016. This payment was
received including $7.00 late charge as of January 13, 2016 which removed the
pending cancellation. Your next installment of $55.34 for January was
considered late as of February 3, 2016. Our Member Service Center (MSC)
representative Ms. [redacted] left a voicemail for you on February 12, 2016 advising
you of the pending cancellation and asking for a call back. This payment was
made February 15, 2016 including the $7.00 late charge which removed the
pending cancellation. Your next installment for February was $54.59 and was
considered late as of March 6, 2016. Our (MSC) representatives called to try
and save your policy from cancellation on both March 15 and March 16 and had to
leave voicemails. Our records show no contact from you to cancel this policy so
the Exchange cancelled your coverage for non-payment effective March 18, 2016. The
Exchange was billing you $45.59 for the time of coverage unpaid until the
cancellation date of March 18, 2016. Although this balance of $45.59 is still
considered valid the Exchange has decided to not pursue the balance. Our records
reflect that you did call the Exchange on May 28, 2016 indicating that you have
new insurance elsewhere. We are still willing to accept proof of duplicate
coverage which could adjust this balance of $45.59 if your coverage is prior to
our cancellation date. We encourage you to contact [redacted] at
[redacted] with any questions.

Thank you for taking the time to write your letter of April
4th and letting us know that you were unhappy with the AAA Premier upgrade
offer you received. We value your membership and we would like to extend our
apologies for any frustration this mailing has caused you. In the past, we...

have
received complaints from our members that we have not communicated upgraded
service options, including extended towing available. It is our intention to communicate
all available service options to our members so they can select the AAA
membership benefit level that is right for them. Over 50% of our members take
advantage of the upgraded membership benefit levels and appreciate the extended
towing coverage these options provide. We appreciate your feedback regarding
the direct mail you received and will share your input with our Marketing team
for modification of future Upgrade mailings. Thank you for your 26 years of
membership.  We look forward to serving
your motoring needs for many years to come.

I would like to rebuttal AAA response. I just opened today 4/28/16 where they responded. They are still sending me total amount figure threatening to send me to collection and when I call to pay the new amount and I'm sent to voicemail. No one calls back. They again are not sticking to their story or agreement.  Please reopen my complaint. PLEASE. Thanks you for your time. [redacted]

Your last term of coverage was provided by the Interinsurance Exchange
of the Automobile Club (Exchange) which was to be effective November 4, 2015
until expiration November 4, 2016. This last term was renewed when you
submitted your required payment of $29.50, which told the Exchange you...

wanted
coverage to continue. In your complaint, you stated you wish to understand why
you are still receiving bills after you cancelled your policy. We show that our
insurance and membership services staff received no calls from you to cancel
your coverage. We do show the following activity regarding your payment history
and have mailed an itemized statement for your review. You had a payment due of
$56.18 for December which was considered late as of January 3, 2016. This
payment was received including $7.00 late charge as of January 13, 2016 which
removed the pending cancellation. Your next installment of $55.34 for January
was considered late as of February 3, 2016. Our representative Ms. [redacted] left a
voicemail for you on February 12, 2016 advising you of the pending cancellation
and asking for a call back. This payment was made February 15, 2016 including
the $7.00 late charge which removed the pending cancellation. Your next
installment for February was $54.59 and was considered late as of March 6,
2016. Our representative called to try and save your policy from cancellation
on both March 15 and March 16 and had to leave voicemails. Our records show no
contact from you to cancel this policy so the Exchange cancelled your coverage
for non-payment effective March 18, 2016. The Exchange was billing you $45.59
for the time of coverage unpaid until the cancellation date of March 18, 2016.
Although this balance of $45.59 is still considered valid the Exchange has
decided to not pursue the balance. It is never our intent to have our members
feel we are billing unjustly and we hope this clearly explains our position.
You did call the Exchange on May 28, 2016 indicating that you have new
insurance elsewhere. We are still willing to accept proof of duplicate coverage
which could adjust this balance of $45.59 if your coverage is prior to our
cancellation date. Please feel free to contact our internal collection
supervisor Albert [redacted] at [redacted] as he assisted in the review
of your policy.

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].

We are providing further information
regarding your homeowners insurance policy. Your policy was referred for
cancellation on April 5, 2016, due to no signed documents, for a cancellation
date of May 7, 2016. We apologize for misstating your cancellation date in the
previous letter. We also apologize for the difficulties you experienced in
contacting us regarding the concerns you had with your insurance policies. It
is our understanding that Ms. [redacted], Insurance Business Manager, reached
out to you on April 15, 2016 regarding your concerns. Ms. [redacted] left you a voicemail
message and stated that if you can provide us with proof of insurance from
another carrier your policy can be cancelled effective immediately. Ms. [redacted]
also emailed you on April 19, 2016, hoping to address your concerns. You can
email your new proof of insurance to Ms. [redacted] at [redacted]. Once we have
received your new proof of insurance, we can cancel your policy and review your
billing to determine if a refund is owed to you. Ms. [redacted] also advised that
[redacted], sales agent with our affiliate, AAA Agency, left you two
voicemail messages regarding insurance for your home and vehicles. Our AAA
Agency partner can provide you with automobile and homeowners insurance quotes
at competitive pricing. Please contact, [redacted], sales agent, at
[redacted]. If you have any questions, please do not hesitate to
contact [redacted] at [redacted].

A review of our records reflects
that on May 5, 2017, Ms. [redacted] called regarding her concerns of the
policy’s annual premium increase. Be assured your concerns are important to us
and we reviewed the call of Ms. [redacted] with our representatives. During the
initial call, Ms....

[redacted] expressed her concerns of the continued increase of
the policy’s annual premium. Our representative offered to review the policy to
find opportunities which could impact the policy’s annual premium. Ms.
[redacted] declined our offer and specifically instructed our representative to
cancel both insurance policies effective May 9, 2017. As Ms. [redacted] was a
named insured on the homeowner policy, and her auto policy, both policies were
cancelled in accordance with her request. As a result, a refund check was
issued for the unearned premium of the homeowner policy. On the same day, due
to the cancellation of the homeowner policy, your auto policy no longer
qualified to receive the multi policy discount. Based on the loss of this
discount, we processed a change and removed the qualifying discount on your
auto policy which resulted in a prorated premium increase of $7.00. On May 19,
2017, Ms. [redacted] spoke to our representative regarding the cancellation of
the homeowner policy [redacted]. At her request, the call was transferred to
a member of our management staff. Based on the explanation we received from Ms.
[redacted], we started the process to review the transaction of May 5, 2017. On
May 22, 2017, after a detailed review of the occurrence, while we found that
our representative followed the instructions of Ms. [redacted], an exception was
made to reinstate the homeowner’s policy without a lapse of coverage. In
addition, based on the reinstatement of the homeowner policy, we reapplied the
multi policy discount to your auto policy. Based on our having reapplied the
discount on your auto policy, there is no additional amount owed until the
renewal of the policy on June 22, 2017. At this time, the homeowner policy is
paid in full and in good standing. As a follow up to your telephone
conversation with [redacted], we was pleased to have been informed that we
have resolved your concerns to your satisfaction. If you have any questions, please contact [redacted]

Please review attached proof for AAA sent release signed by us and their promise of payment for compromise of property damage.What they do is completely Outlaw and Fraud. To have our signed release and NOT to Pay anything. This outlaw has penalty actions by the US court.We still claim $1823 as they promised to give after their investigation complete. We have suffered a lot from property damage, financially and psychologically.We won't call [redacted] who couldn't help us a year long. We are expecting a call from Chief Operating Officer. [redacted] to resolve the problem.  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.
Regards,
[redacted]