Automobile Club of Southern California

We appreciate your taking the time to
write to us to express your concern regarding some confusion over your
membership expiration date. Our records show that your renewal notice was
mailed on November 6, 2015, along with new membership cards for you and your
adult associate. We received...

your payment in the amount of $68.50 on March 16,
2016, which renewed membership for you with the Classic level of service
through December 24, 2016. We regret that we are unable to comply with your
request to change your expiration date to the date that your payment was
received. Our membership policy does not permit membership expiration dates to
change from year to year. We feel that we give our members sufficient time in
which to renew their membership by mailing the first renewal notice 45 days
prior to their expiration date. We also send a reminder notice, a delinquent
notice and a final billing statement. In addition, we continue to provide
Emergency Roadside Assistance and many other services to members after
expiration for a short period of time in anticipation of renewal. If you prefer
a new expiration date, we can establish a new membership with a new membership
number and a new expiration date, but retaining your longevity, upon payment of
our standard $20 new membership admission fee. If this is your preference,
please include a $20 payment in the envelope we sent with a copy of this
letter. Thank you for choosing the Automobile Club of Southern California to
provide your travel and motoring needs. We appreciate your two years of
membership and look forward to serving you in the years ahead.  If we can be of further assistance, please
contact [redacted] in the Membership Department at 877-422-[redacted], and she
will be happy to help you or answer any further questions that you may have.

As a follow-up to our letter on November 5, 2015, we are providing further information regarding your automobile insurance policy. On 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 time. Your 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 message. In 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 made. Several days later, Mr. [redacted] spoke with you on October 6, 2015, in an effort to address your concerns. During 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 option. As 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 carrier. It 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 $0 balance. Your account did not go to collections and, therefore, was not reported to any of the credit bureaus. Again, we apologize for any misunderstanding and for any frustration. If you have any questions, please contact. [redacted] at [redacted] ext. [redacted].

We contacted [redacted] and
offered apology for the error. He advised that he does not want to renew. We
offered him complimentary Motorcycle coverage for the upcoming term and offered
to reimburse him for the usage he incurred. We are taking steps to prevent a
recurrence. If you have any...

questions, please contact [redacted] at
[redacted].

The only truth in the response from AAA was that I spoke to [redacted] and we came to a mutual agreement. The reason this was accomplished was because [redacted], unlike the responder for AAA, actually listened to the recording and determined that the error was not in the instructions given by my wife, to cancel both (meaning both auto policies) but rather by the representative who, because of her impatience and lack of customer service ability, assumed my wife meant auto and home. This could have easily been verified by the representative and should have been as my wife has absolutely nothing to do with the homeowner’s policy nor is her name on the title. [redacted] was very apologetic on behalf of AAA. The responder on the other hand has made it seem like my wife wanted the policy canceled and that re-instating the home owner’s policy without a lapse in coverage was some sort of gift or favor from AAA which it clearly and positively was not. The home owner’s policy was NEVER canceled. Not as of yet anyway, but it will be.

According
to our records, the Exchange completed a reinspection of your home on November
7, 2014. The inspector photographed the interior and exterior of the residence,
including the pool and spa that had been installed after we initially inspected
your home in 2004. With respect to the...

nonrenewal of your homeowners policy,
prior to the expiration of your 2015-2016 policy term, [redacted],
Underwriter, reviewed your insurance file, including the reinspection photos,
to determine if an unacceptable increase in the risk of loss had arisen since
the previous review. Upon reviewing the photos of the pool and spa, [redacted]
was unable to determine whether or not your spa was filled with water. He also
viewed aerial photos of the residence and could not confirm that the spa was
filled with water. According to our Underwriting Guidelines, residence premises
where a pool or spa is empty are unacceptable. Consequently,
since you did not meet the Exchange’s acceptability criteria, your homeowners
policy was not eligible for renewal.
[redacted] left you a voicemail message
on October 24, 2016, explaining the specific reason for the nonrenewal of your
policy. Then, on October
27, 2016, [redacted] followed up by sending you a “Notice of Nonrenewal”, in
which he explained the reason for the nonrenewal of your policy and stated it
would expire in its entirety at [redacted], on December
14, 2016. At your request, we completed an
additional inspection of your pool and spa on October 31, 2016. [redacted]
reviewed the latest inspection photos and was able to speak with you on
November 29, 2016, and confirm that your spa is filled with water. He advised you that your insurance
file has been updated and your policy is now scheduled to renew effective
December 14, 2016. Please accept our apologies for any inconvenience this
matter has caused. If you have any questions, please contact either [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 read e mail from AAA. They said policy holder is Mr [redacted]. I took picture of insurance card and name was [redacted].
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.
They still have said nothing about my points on the lic. If I still have the 8 points that would tell them the ticket was dismissed , the traffic school said all paper work was filed with the DMV and courts. I 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]

Again, on March 1, 2016, you spoke with an
insurance services representative and requested to cancel your insurance with
the Exchange because you had found insurance with another carrier. The
representative explained that you would be charged a fee for cancelling within
the first year. You disagreed with the fee and asked the representative to
waive the fee. You then cancelled your insurance with an effective date of March
2, 2016. On April 19, 2016, your cancellation fee of $370.00 was waived and
reflected on your automobile insurance policy account the same day. Your
account now reflects a remaining balance of $294.73 for earned premium. To make
a payment or discuss these matters further, we encourage you to contact our
collections department at 714-885-1922.

We have reviewed the facts regarding your case and have made
a company decision to remove the charge of $52.92. We will also contact
Southwest Credit to have them c[redacted]e the collection referral and ask to have it
removed from your credit reporting. We hope that this resolution is...

acceptable
and c[redacted]es this issue. Additional questions should be directed to our
Collection Department Supervisor, [redacted], at [redacted].

Thank
you for speaking with Regional Manager, [redacted], on June 15, 2015, and
providing clarity regarding your concerns. As explained by [redacted], we strive
to exceed our member’s expectations and we apologize that we fell short. A
review of the file has been completed and it appears...

your home was inspected by
Claim Representative, [redacted] and Claim Manager, [redacted]. Both
inspections found rot and deterioration to the side panel of your kitchen
cabinets and an area of exterior stucco was falling off directly behind the
dishwasher. Based upon this information, the claim was declined and a letter
was sent. We understand there may be some confusion regarding the decline
letter and the portions of the policy cited. Please allow us to provide
additional clarity. The policy you purchased was our Member’s Condominium
Owners Policy- Form 6. This policy is informally called a ‘named perils’ policy
because it provides coverage for only those types of losses/causes named (or
listed). These items are listed under “WHAT LOSSES ARE COVERED – COVERAGE A AND
COVERAGE C”, 1 and 2 (a) – (p). The investigation into your claim found the
dishwasher had been leaking repeatedly and continuously. The leak caused rot
and deterioration to a cabinet and exterior damage to your stucco. We
understand the dishwasher was replaced due to a defect that caused it to leak. Since
a continuous or repeated seepage or leakage of water is not listed as one of
the types of losses that are covered, nor an appliance defect, we believe there
is no coverage for the claim. During your discussions with [redacted], you
indicated you would like to provide additional information that you believed we
have not considered. As of the writing of this letter, the information has not
been received; however, should new information be obtained, we would be very
happy to review it. Should you have new information you believe we have not
considered or if you have any questions regarding our letter of March 18, 2015,
please do not hesitate to contact [redacted] at [redacted].

Our records reflect that on October 9, 2015,
you purchased homeowners insurance policy [redacted] and automobile insurance
policy [redacted] over the phone from sales agent, [redacted]. While
setting up your homeowners policy, you informed [redacted] you would like your
policy...

impounded with [redacted] listed as the mortgagee. Because we did not
receive payment from [redacted], the policy was referred for cancellation due to
non-payment. Then in December 2015, we received a payment from [redacted] and
reinstated your policy on December 17, 2015. Also in December 2015, you added a
new vehicle, 2016 [redacted], to your automobile insurance policy. [redacted] stated that you wanted the vehicle’s coverage to be back-dated to the
purchase date of October 28, 2015. [redacted] quoted you a new annual insurance
premium and started the amendment to your automobile policy. Unfortunately, the
policy amendment was not completed until January 2016, which caused a change in
your monthly installments. On January 28, 2016, you spoke with [redacted],
Insurance Business Manager, regarding your auto insurance policy’s billing. [redacted] explained that the amendment to add the new vehicle to your policy was
not completed in a timely manner. [redacted] explained that she would
investigate further your billing concerns and contact you with an update. [redacted] then researched your policy and reached out to our Policy Management
Group (PMG) to ensure that all amendments to your policy were updated and correct
and that your policy’s billing was updated and correct as well. [redacted] then
spoke with you on February 1, 2016, and reviewed your policy with you. [redacted] explained that due to system error, a monthly installment bill was not
generated for the months of November and December, 2015 and payments were not
collected which changed your monthly installment amounts. [redacted] ensured
you that your annual premium did not change and offered to waive the current
month’s installment fee as a courtesy to you. You agreed and the fee was waived
the same day. On March 1, 2016, you spoke with a PMG representative and
requested to cancel your insurance with the Exchange because you had found
insurance with another carrier. The representative explained that you would be
charged a fee for cancelling within the first year.  You disagreed with the fee and asked the
representative to waive the fee. You then cancelled your insurance with an
effective date of March 2, 2016. On April 19, 2016, your cancellation fee of
$370.00 was waived and reflected on your automobile insurance policy account
the same day. Your account now reflects a remaining balance of $294.73 for
earned premium. To make a payment, you may contact our collections department
at [redacted], or our Policy Management Group at [redacted]. [redacted], we
sincerely apologize for any misunderstanding and for any frustration we may
have caused you. Please be assured that it was never our intention to mislead
you in any way. Should you have any questions, please contact Ms. [redacted]
at [redacted].

Our records indicate you contacted the Automobile Club of Southern California (Auto Club) on July 10, 2016, requesting battery service for your 1990 Buick LeSabre. The initial telephone representative assisting you explained that you had exceeded your 4 service call allotment for the current...

membership period, and additional service would incur a $60.00 service charge. Although 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 supervisor. During the transfer, the call dropped resulting in you calling back a second time for assistance. At 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 service. In 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 service. In 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 dispute. Based on your experience, we have reviewed your concerns with all parties involved. Coaching 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 phone. Although 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 future. On behalf of our entire organization, we would like to extend our sincere apologies as we failed 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 goal and your expectations.  As discussed with Ms. [redacted] on August 4, 2016, we have removed the May 29, 2016 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 service. As such, please disregard the $60.00 service charge bill that the July 10, 2016 call generated for service. If you have any questions, please contact [redacted] at (562) 377-5328.

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 still not satisfied with your response as far as why no one called me back to explain to me what was needed from me? You guys are just brushing me off like I was not a valued customer! I'm really disappointed with AAA!!!
Regards,
[redacted]

Again, we apologize if you perceived for any reason the
service you received was unacceptable and for any miscommunication and
inconvenience you experienced. Our underwriting guidelines requirement is to
have a primary address listed for our insureds. When a new policy is written we
have a seven day window to provide this information to an underwriter. Because
that information was not received within that time is why you received the
cancellation email from our underwriters. It is our understanding that since
your correct and complete address was not received that your policy has been
canceled and a full refund issued. If you have any questions, we encourage you
to contact [redacted] at [redacted].

You requested
coverage for automobile insurance with the Exchange effective June 8, 2012 by
signing the application and providing payment. We sent a copy of the signed
application and supporting documents used to initiate this request for coverage
along with an itemized statement for your...

review. Your check in the amount of
$236.00 provided to start coverage was returned by your bank and notification
was sent to you on July 16, 2012. On July 18, 2012 we received a replacement
check plus fees in the amount of $341.00 to avoid a policy cancellation. On
July 24, 2012 we alerted you that this check was returned unpaid by your bank.
Coverage was being provided from inception and did not end until cancelled for
non-payment effective August 20, 2012. We never received notification to cancel
this policy coverage prior to our cancel date. In your complaint you mentioned
you had coverage elsewhere and that our coverage was not needed. Please provide
a letter of experience from your carrier stating such and we can adjust the
days of coverage and balance due for this policy. Without such proof, the
balance due of $409.60 for this time of coverage is valid and was properly
referred to outside collection efforts and credit reporting. On July 25, 2016
you contacted our Collections Department and spoke to a collections
representative. During the phone conversation you indicated that you were
willing to negotiate the outstanding balance on your canceled policy. The collections
representative advised that the Exchange would not be able to negotiate the
balance because your account was already referred to the collections agency,
S[redacted] (SWC). Your Automobile Club membership 004 87930796 renewed
June 7, 2012 with a check for $48.00 to validate the membership. We sent a copy
of the check for your review as it was returned by your bank unpaid. On July
15, 2013 our membership department advised you in writing that the membership
dues were needed to continue. They also notified you that you previously had an
unpaid check from your membership 004 61616057 and that a $15.00 non-sufficient
funds (NSF) fee was due. A copy of that communication is included for your review.
No response was received and your membership was then requested cancelled as of
September 3, 2013. Prior to this cancellation, you had requested and received
two roadside services. Since the membership was cancelled and you did not
replace the needed membership dues, you were billed for the cost of the
services as a non-member. This account was sent to outside collection efforts
with S[redacted] in November of 2013. We included a copy of the debt
validation that was sent to S[redacted] is attached for your review. The
balance of $120.00 is still valid and if paid your account will be considered
“paid” and closed but will still reflect on your credit report. We hope this
explanation is sufficient to show the Exchange and the Club did provide
coverage and should be paid for that time. It is never our intent to have our
members believe we are billing unjustly and we are open to any feedback you may
have. For any further questions please contact [redacted], the
Collections Supervisor, at 714-850-5581.

According to
the loss facts you were traveling eastbound on [redacted] in [redacted]
approaching a sharp left turn in the roadway. In an attempt to avoid a
collision with the roadway barrier, you swerved and the 2015 [redacted] slid off
of the paved road. The [redacted] sustained damage in the...

amount of $8,843.29. You
indicate the city of [redacted] bears responsibility for this incident due to
the design of the roadway and lack of posted warning signage. Although you
bring forth potential mitigating circumstances regarding responsibility, we
have determined that your actions were the proximate cause for this incident. Unfortunately,
our principally at fault determination will remain unchanged. If you have any questions,
please contact Claims Manager, [redacted] at [redacted]

I have received AAA information about my last payments and as the rep has said, I did receive voice mails and I also returned the call on 2 occasions to let the representative know that I was cancelling.  My last attempt was in April when I called in and I can print out the calla from my cell phone bill that shows I did contact them, ge ause it was unpleasant conversation with the rep. who told me I didn't cancel and in order to do sp I needed to send the copy of my new insurance. I told,the rep that why is it that no one told me that when they got in touch with me when the Reps called me on 3 occasions. I did receive a couple of voicemails, but I also returned r the calls. They record the messages and tgere should be a recording of my call in April and I can locate my bills proving that. I just left Mr. [redacted] explain that as well. I will never do business with this company again, as they are trying to say they never spoke to be in regards to my cancelling. It was,when told I can cancel at anytime when I made my payment in Feb. 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.
[redacted]
[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.
[Unfortunately, your rendition of what occurred is not accurate at all. When I requested the tow and provided the CSR with the info. she could've informed and should've informed me of  this service not being included; Instead I was lead to believe that I was simply requesting towing Service as I have in the past.  I didn't receive any reservations from the CSR as to no., or maybe this would be problematic.  Once the tow drivers came out and discovered that I didn't know why the vehicle wouldn't start and asked how long the car had been sitting, that's where the problem began.  One of the drivers said he didn't understand why they couldn't tow it, and the second driver stated some stupid response about getting the car out of the driveway, he couldn't back the truck up in the driveway. I said the car can roll out of the driveway. I was asked again how long the car was sitting in the position it was; and whomever was on the line with him, he repeated what I told him.  I was told they have GPS on the trucks, they knew where they were at all times; Why I was being told this I still have no idea. I stated to these drivers that I requested a tow and if you won't do it why are you asking me for 120.00 for something that is against Policy? One of the drivers said how far is it going a mile or 2, I said 4 blocks, he said yeah, shoot us 100. bucks and we will take care of it.  I canceled the tow at that point. It was handled incorrectly and it escalated further. No apology, even now.  I didn't pay anything, I didn't ask for reimbursement that I know of, if there is such a policy it should be  known at the initial point of request, not send someone out and then change; I provided the CSR with all the information in order to not have to go through this type of issue. You're answering a customer complaint, as if I did something incorrectly.    ]
Regards,
[redacted]

Former insured contacted and offered apology. We advised that we are in process of eliminating the cancelation fee.

We
extend our apologies for the frustration you experienced recently with regards
to your auto policy. It is our understanding that you obtained an auto
insurance quote on-line in May of 2016 due to your recent move to California. You
spoke with [redacted], Sales Agent, with our direct...

sales unit in our Costa
Mesa facility. Since your policy included physical damage coverage, he
scheduled a vehicle inspection with our insurance department in our Palm
Springs branch for June 2, 2016, at 1:30 PM. Additionally, he advised that you
could also take care of your vehicle registration needs in our Palm Springs
branch as well. Our system reflects that you visited our Palm Springs branch
and were serviced by our member service department for your DMV needs on May
21, 2016, but did not return to for your scheduled vehicle inspection on June
2, 2016, with our insurance department. Our underwriting department generated a
letter on June 22, 2016, advising that an inspection of your 2011 Mitsubishi
was required in order to carry the physical damage coverage and if not
completed within 30 days, these coverages would be cancelled from your policy. On
July 22, 2016, we generated a Cancellation of Coverage notice from our
underwriting department advising that since the inspection of your vehicle was
not completed, all physical damage coverage would be cancelled from your policy
effective August 12, 2016. It also stated that in order to avoid this from
occurring, to contact your sales agent, [redacted], or to take your vehicle
to any AAA branch to complete the inspection prior to the scheduled
cancellation date. On August 12, 2016, we generated an auto policy declarations
change advising that the physical damage coverage was eliminated from your
policy resulting in a prorate premium credit of $476 and adjusted net annual
premium of $466. Your billing statement of August 25, 2016, reflected your
prorated premium credit of $476. Since ample notice was given to you with
regards to the required vehicle inspection, we are not able to reinstate the
physical damage coverage on your policy. If you wish to add physical damage coverage
to your policy in the future, please contact [redacted], Insurance
Business Manager, directly at [redacted], extension [redacted].
Tell us why here...