Automobile Club of Southern California

On
July 26, 2016, you purchased a condominium insurance policy, over the phone
from sales agent, [redacted] for an annual premium of $699. This policy
included Personal Property Damage coverage in the amount of $118,000. However,
this coverage amount did not receive prior approval by our...

Underwriting
department which is unacceptable per our guidelines. On December 12, 2016, [redacted], Insurance Business Manager, reached out to you in regards to a
cancellation notice that you had received for your policy. It was determined
that the policy had cancelled on October 22, 2016 due to missing policy
documents and that a new policy needed to be created. On December 13, 2016, a condominium
policy, was created by sales agent [redacted] for an annual premium of $678. This
policy includes Personal Property Coverage in the amount of $53,000, which is
acceptable per our underwriting guidelines. This policy also includes Building
Property coverage in the amount of $104,300. In the event of a loss, this
coverage protects all interior modifications and home upgrades within the
condominium including kitchen and bathroom, flooring, and lighting
improvements, etc. On July 25, 2017, July 28, 2017, and August 1, 2017, [redacted] tried contacting you via phone to address your concerns. On August 1,
2017, Mr. Nguyen also emailed you so that he could explain all coverages in
detail to ensure your satisfaction. However, he was unable to reach you
successfully. Ms.
[redacted], we would like to take this opportunity to extend our apologies for the
frustration and errors you experienced during this process. Should you have any
questions, please contact [redacted] at [redacted]

It is our understanding that on July 20, 2015 you spoke with our agent, Mr. [redacted], who assisted you with the purchase of an automobile insurance policy. After agreeing to Mr. [redacted]’s quotation, you made a minimum down payment with a credit card for the amount of $127.00. 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 request. Subsequently, 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 transfer. In 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 returned. Mr. [redacted], Insurance Business Manager, informs me that on October 6, 2015 he spoke with you in efforts to address your concerns. He 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 elsewhere. It is our understanding that after receiving your final payment on October 13, 2015 in the amount of $27.08, therefore closing your policy with a $0 balance. We 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 way. Should you have any questions, please contact [redacted] at [redacted].

Again, in our attempt to address your
concerns we appointed Mr. [redacted], Contract Stations Relations Supervisor
to contact you forthwith to discuss the matter. Through his own investigation
he found the technician followed all proper procedures including the use of
specialized equipment to prevent memory loss. Additionally, a certified master
technician and multiple Mercedes Benz advisors assessed the case however; they
could not correlate the damage to the service provided. Mr. [redacted] also
referred to the battery invoice with your signature acknowledging the
technicians comments where he states memory and any malfunction is the
responsibility of the member. [redacted] Towing & Recovery is an
independent business under contract with the Automobile Club of Southern
California to provide emergency roadside service. As an independent contractor,
they are responsible for their own actions and for those of its employees. We
have attempted to provide a service to you by mediating the difference of
opinion between you and the contract station as described in the membership
guide. If you have any further questions, we encourage you to please contact.
[redacted] at (714) 424-8191.

Mr. [redacted] is insured with AAA Northern California, not with Automobile Club of Southern California (ACSC).  We confirmed that AAA Northern California has been in contact with their insured and is addressing these concerns. An ACSC sales agent, [redacted], :[redacted], reach...

out to Mr. [redacted] to provide a quote for insurance with ACSC.

Again, our agent submitted your application to our Underwriting Management for review in effort to insure your property. 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 did take steps to prevent a recurrence and improve our overall member service. If you have any questions, we encourage you to please contact [redacted] at [redacted].

It
is our understanding that on December 20, 2014 you purchased a new automobile policy
for yourself. At the time the policy was written, our agent did not properly
rate your out-of-state driving record. Due to this incorrect rating, your premium
increased $423 and again you were later...

billed an additional premium amount of
$153.00, due to the alumni discount not being provided in time. [redacted],
Business Manager, has spoken with you regarding this increased premium. He advised
that he has agreed to waive the finance charge and the short rate fee for
canceling of your policy. However, he did advise you that the additional
premium to cover the misquote will not be waived. Please allow us to assure you
that it was never our agent’s intention to mislead you in any way. Unfortunately,
she made an honest mistake when originally rating your policy. We do appreciate
you bringing this issue to our attention as it allows us to review our internal
processes and improve overall member service. If you should have any questions
or need assistance with any other matters, please contact [redacted],
Regional Manager, at [redacted].

We extend our
apologies for the frustration you experienced when you purchased a homeowner’s
insurance policy from our Encinitas branch. It is our understanding you
obtained a homeowners policy in September of 2014, ([redacted]). [redacted]
contacted you in November advising that an error was...

made in the original
calculation of the replacement cost of your home and that in order to
accurately calculate the new cost, a high value inspection was required. Based
on the inspection and all the data characteristics of your home, our
underwriting department determined your home was not properly rated and
recalculated your replacement cost value to $858,000. This generated a prorated
premium increase of $453 and a new annual premium of $1,999. You were advised
by Insurance Business Manager [redacted], that you had the option to either
decline the changes or accept the new premium. 
By declining the changes, a prorated amount owed would be calculated for
the period of time the policy was in force using the initial calculated
premium. On December 23, you contacted [redacted] advising him that you accepted the
policy changes and premium increase. Since the policy was scheduled to cancel
effective December 21, the system generated a Notice of Cancelation and a
refund check in the amount of $1,086. Once underwriting was advised that you
accepted the premium increase, the policy was reinstated with no lapse in
coverage, the refund was applied back to the policy and a Disregard Cancel
Notice as sent to you December 23, 2014. [redacted] advised that he attempted to
contact you on January 8, and again on January 12, to address your concerns,
but was unable to reach you. We appreciate you bringing this situation to our
attention as this provides us with the opportunity to review our internal
processes and improve overall member service. If you should have any other
questions or concerns, please contact [redacted], Regional Manager directly
at ###-###-####.

A review of our
records reflects that on April 22, 2014, your policy was enrolled in our
automated payment program. On May 22, 2015, in accordance with your enrollment
in the program, we debited your account ending in [redacted] $179.59. On May 27,
2015, with your authorization, we cancelled your...

enrollment in the auto pay
program. On May 29, 2015, the payment we debited on May 22, 2015 was returned
as the account was closed. Further review of your policy reflected two
additional payments were returned; the payment we processed on August 3, 2015
was returned as having an invalid account number. The payment taken on
September 3, 2015, was returned for also having an invalid account number. As a
follow up to your telephone conversation with [redacted], we are pleased to
have been informed we have addressed your concerns to your satisfaction. With
our having processed your payment of $177.85, your auto policy has been
reinstated. At this time your auto policy is in-force and in good standing. If you should have any additional
questions, please contact [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.
Regards,
[redacted]

According to our records, the Multi Policy Discount was removed from your California homeowners policy effective November 19, 2015, which resulted in a $464 premium increase for the remainder of your 2015-2016 policy term. Unfortunately, our computer system is not currently programmed to...

cross-reference policies between different states. The system recognized that your California auto policy had expired on July 1, 2015, and, as a result, it prompted the removal of the discount from your California homeowners policy. You called our Policy Management Group on November 30, 2015, to discuss the loss of the Multi Policy Discount on your California homeowners policy. You advised our representative that you were in the process of selling your California home and relocating to Texas, and that you had auto coverage in place with Auto Club County Mutual Insurance Company in Texas. Our representative explained that a California auto policy was required in order to qualify for the Multi Policy Discount on your California homeowners policy. While that information is correct, management has reviewed your unique situation and decided to allow the application of the Multi Policy Discount on your Exchange policy for the remainder of your 2015-2016 policy term. We apologize, on behalf of our organization, for any inconvenience or concern this matter may have caused you. We are pleased to notify you that effective November 19, 2015, the Multi Policy Discount has been reapplied to your California homeowners policy, reducing your premium by $464. That policy is currently paid in full and is in good standing. If you should have any questions, please do not hesitate to contact either [redacted], at (714) , or Mr. [redacted], at (714) [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 complaint. Thank you Revdex.com.

The initial tow
truck driver advised that the vehicle was clearly marked as a car that was just
purchased at the auction.  Mr. [redacted]
was informed that the service was not covered. Mr. [redacted] called again and claimed
that the vehicle was not just purchased and he was not sure what type of
business that the vehicle was in front of. 
Another truck was dispatched to assess the situation. The second driver and
advised that the vehicle is located at an auction and the member just purchased
the vehicle. He was again informed that the service was not covered.  In addition, the service technician asked
about the vehicle registration and was informed that the vehicle was just
purchased, but they did have the bill of sale. Our position remains unchanged.

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 did not call me to take my son out of the membership or advise me what happened. I called them after I received a bill stating the amount. Before my son called them for services, I was informed that my son could use my 4 calls for service, his 4 calls for service and my partner 4 calls of service since we had three people as members. Not one time me, my son, or my partner were informed about going over the amount provided. At one point, a customer service representative stated they do not need to let anyone know. AAA can provide all the calls made by me to them, since all the calls are recorded. They are lying and trying to make me paying for their miscommunication with me. I agree pay when I am wrong but I will not pay for something that I did not agree or was not informed about. 
Regards,
[redacted]

We are in receipt of your communication with the Revdex.com regarding your Department of Motor Vehicles (DMV) transaction. It is our understanding that you spoke with our Branch Manager, [redacted], in Surf City during your branch visit on 6-16-2014. At that time you processed the...

renewal registration for your 2002 Lexus, which was due on 4-2, 2014. As part of the DMV process a late fee was applied. You expressed your concern of receiving that late fee. As a courtesy, our Branch Manager offered to submit a refund request to the DMV on your behalf. In August you brought in the Refund Application and it was submitted to the DMV. The DMV is considering your refund request in the amount of $78.00 which represents the penalty assessed to youas a result of the late registration payment on your [redacted]. The DMV transaction that was processed in the Surf City branch in October of 2013 had no impact on the issuance of your 2014 Renewal Notification for your 2002 Lexus. Although our team member neglected to provide you with the new plates when the transfer of your [redacted] plates to your [redacted] took place, it had no impact on your renewal notice. We regret that you felt the Branch Manager passed the responsibility of the error to the DMV. Unfortunately a refund request from the DMV can be a lengthy process. We thank you for your patience while this matter is being looked into. On your behalf, we have made contact with the DMV to help expedite their decision. You will receive written correspondence directly from the DMV regarding their decision. If you have any questions, please contact [redacted] at 714-593-2200.

As you are
aware, our insured was involved in a traffic accident involving four other
vehicles. All damages exceeded our insureds policy limit of $10,000. 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 other three parties
involved. Therefore, we are not in a position to settle your claim at this time
but will continue our efforts to get this resolved as quickly as possible. 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. The claims unit has been trying to contact you
to discuss this matter but has been unable reach you at the phone numbers we
have on file. Please contact [redacted], Claims Team Manager, at [redacted] or [redacted], Claims Team Manager, at [redacted].

On January 25, 2016 we spoke with you and obtained the name of the shop where
you preferred to have your vehicle repaired. A two party check was issued for
the repairs less your deductible. You later called back to advise us that you
were no longer going to use that shop and requested we stop...

the check. The
check was stopped and you were to let us know your new shop preference. Our
records indicate we have made several attempts to obtain your shop preference
so that we may send a two party check to the repair shop, without success. We
have since received letters from the Law Offices of Parker Stansbury LLP
requesting payment be sent directly to you. We referred you then to your
policy, Page 14, under Part III – Physical Damage which states: 
PAYMENT OF LOSS –
COVERAGES D AND E
At our option we may:
(a) pay for a loss less any depreciation;
(b) repair or replace any damaged or stolen property with like kind and
quality
less any depreciation;
(c) before settlement, return stolen property to you or to the address
shown
in the declarations, having repaired any damage covered;
(d) take title and possession of all or part of the property at the
agreed
value, but there shall be no abandonment to us;
(e) settle a claim either with you or the owner of the
property.
We have chosen to exercise option (b). On February 12, 2016 you had a conversation
with Team Manager, [redacted], wherein you expressed your concern over delays
in the repairs to your vehicle. You were advised that the only delay was in
obtaining your shop preference so that we could reissue the check to you and
the shop of your choice. You agreed that you would call us back with your shop
preference. You indicated to Mr. [redacted] in follow up conversations on February
22, 2016 and February 24, 2016 that you were still undecided on a repair shop.
At this time we are awaiting an update from you with your shop preference so
that we may issue payment for the repairs to your vehicle. We understand you
are dissatisfied with the way the claim has been handled, and hope that our
efforts to acknowledge and address your concerns have been met. If you have any
additional information or need further assistance, please contact [redacted],
Claims Team Manager, at [redacted].

We sincerely apologize that Ms. [redacted]
was not responsive to your requests to obtain more information about the
declination of your homeowners policy. Upon receiving your calls, Ms. [redacted]
contacted your Sales Agent and asked her to call you and discuss your policy. It
appears your Sales Agent was contacting you via email at an email address that
was not being monitored by you. We have since updated your contact information
with the correct email address to avoid similar problems in the future. If you have any
questions, please contact either Ms. [redacted], at [redacted], or Ms.
[redacted], Manager, Underwriting Department, at [redacted].

Revdex.com: What have I been paying you for in the last 17 years but to represent me in case this happens to us. Such a bunch of [redacted] to expect me to deal with this [redacted] company who hasn't responded to any of my calls in the last 4 months. I would never have expected you to just put this in my lap and say here you deal with the other insurance company. Terrible business practices and we will never again go with you as our provider for insurance or any other purposes.
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]

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]
They keep saying because of my misunderstanding. There was no misunderstanding at all. They offered me that from the get go, and now they are trying to put it in me. Sorry but they are full of it. And yes they did say that I needed to buy insurance In Mexico and I told them no. I told them this policy covers me already. Why would I purchase something I alraeday had.. that's stupid from their kart

With respect to the nonrenewal of your condominium 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 her review, Ms. [redacted], the underwriter assigned to your policy, noted that you had sustained three water-related losses in the five years immediately preceding your policy expiration date. These losses were:
                                        ...⇄ Damage
Date of Loss                        Type of Loss                       Amount                     Status
June 22, 2015                      P-Trap leak                            $4,868.67                  Closed
                                        ...⇄
                                        ...⇄ Kitchen sink leak
                                        ...⇄ in upstairs unit caused
                                        ...⇄ damage to insured’s
                                        ...⇄ kitchen ceiling and
                                        ...⇄ laminate flooring.
                                        ...⇄
November 8, 2015               Slab leak                               $8,919.30                  Closed
                                        ...⇄ Damage to living
                                        ...⇄ room and bedroom.
                                        ...⇄ Damage
Date of Loss                        Type of Loss                       Amount                     Status           
December 26, 2015             Pipe leak                               $202.40                      Closed
                                        ...⇄ Damage to living
                                        ...⇄ room and personal
                                           ...⇄ property.
The Exchange’s Underwriting Renewal Acceptability Guidelines state that policies 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. Ms. [redacted] considered not only the fact that you sustained three losses within the experience period, but also their type and whether they were indicative of future similar losses. Your three water-related losses in less than five years are indicative of plumbing-related issues with an increased likelihood of future losses. Although one of the above-mentioned losses originated in your neighbor’s condominium, the fact remains that through normal wear and tear or negligence, the plumbing in the neighboring property could fail again and cause damage to your unit.  Consequently, your policy was not eligible for renewal. Ms. [redacted] sent you a “Notice of Nonrenewal” on January 13, 2016, in which she explained the reason for the nonrenewal of your policy and advised that your policy would expire in its entirety at 12:01 a.m., Pacific Standard Time, on February 27, 2016. Our records show Ms. [redacted] telephoned you that same day and advised you of the impending nonrenewal and the reason for it as well. Additionally, in your complaint you mention that you were assisted by a “claim insisting hot-line receiver” upon initially reporting your loss. According to our Members’ Condominium Policy, it is your duty, as an insured, to notify the Exchange promptly after a loss. Also, please know that when a claim is presented to the Exchange, it must be first reviewed to verify it is a covered loss. Once coverage is established, the policy pays the applicable property damage. Unfortunately, the final amount of the claim cost and its effect on insurability is unknown at the initial handling of the claim. Once the final payment is made, the policy is reviewed by our Underwriting Department for rating and acceptability.  Lastly, once a claim has been reported and processed, the claim cannot be dissolved. If you should have any questions, please contact either Ms. [redacted], at [redacted], or Mr. [redacted] at ([redacted].