Automobile Club of Southern California

On October 21 and 25, 2015, you contacted the Automobile Club of Southern California requesting battery service for your 2007 Chevrolet Tahoe. Our records indicate that our service representative who received your service request on October 21, 2015 mishandled your call, causing us to fail to...

dispatch a trained battery service technician with the necessary equipment to test your vehicle’s battery, alternator and charging system. When the tow unit arrived from [redacted]’s Towing & Recovery, the driver unsuccessfully attempted to jump start the vehicle. He then suggested that the alternator may be faulty and, as an alternate solution, your vehicle was towed. You again contacted the Auto Club on October 25, 2015 to request emergency roadside service. You indicated that, although your mechanic had replaced the alternator, the vehicle continued to experience starting issues and you requested warranty replacement of the AAA battery. A battery service technician was dispatched to your location and, after his testing confirmed that the battery had been discharged due to the faulty alternator, he recommended that you take your vehicle to a repair shop for proper charging and retesting. You declined his direction for resolving the issue. In your inquiry, you stated that you had not been properly informed of the AAA battery warranty. This resulted in your being inconvenienced when the battery was not replaced and you were instead referred to a repair shop for further charging and diagnosis. Based on your experience, we have reviewed these events with all parties involved. We have reiterated the importance of properly dispatching the service unit most capable of serving the member’s needs. In addition, the service provider has been coached on the importance of providing test results to our members, and the need to avoid providing repair advice. In your case, the first technician should have simply referred you to an AAA-approved repair facility for proper mechanical diagnosis. On behalf of our entire organization, we extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. As discussed with Ms. [redacted] on October 28, 2015, you no longer wished to keep the AAA battery, stating that you would purchase a replacement battery at Costco. Although the test result determined that your AAA battery was not being properly charged due to a faulty alternator, we will honor the battery warranty as courtesy to you. As such, we provided an AAA battery reimbursement check in the amount of $139.32. In addition, the service calls from October 21, 2015 and October 25, 2015, will be removed from your current membership period. If you have any questions, please contact Ms. [redacted] at (562) [redacted].

It is our understanding that on March 26,
2015 you spoke with our agent, Mr. [redacted], who assisted you with the
purchase of auto and homeowners insurance policies. After agreeing to [redacted]’s quotations, you made a down
payment of $10.00 to establish the homeowners policy with an...

effective date of
March 27, 2015. On May 6, 2015, a Notice of Cancellation was mailed
advising you that the policy was pending cancellation, effective May 31, 2015,
due to the underwriting department having not received all of the required
signed documents and complete underwriting information. Several days later, on May 15, 2015, you called our Policy Management Group to
inquire on the status of your policy whereas that time you were informed that
it was pending cancellation due to a returned payment. [redacted], Insurance Business Manager, informs us that on July 9, 2015, several
weeks after your initial contact with our Policy Management Group agent, she
became aware of your complaint regarding the policy cancellation and she spoke
with you regarding your concerns. She advised you that due to the year your
property was built it would require an inspection and she provided the
allowance for you to take your own photos. Once they were received, in effort
to reinstate your homeowners policy, [redacted] immediately escalated the
issue to our senior management team, where [redacted], Business
Development Manager, submitted an exception request to our Underwriting Team but,
regrettably, after careful consideration it was determined that the declination
would stand, due to the property’s proximity to brush. Please accept our
sincere apologies for the frustration you may have experienced throughout this
ordeal. At the time of binding, [redacted] thoroughly reviewed your property and
did not consider your home to be unacceptable. Ultimately, it is our
Underwriting Department that has the final decision regarding coverage
eligibility and it was concluded that we were unable to reinstate coverage due
to the brush exposure. Specifically, underwriting guidelines considers a
distance of less than 1,000 feet between a property and brush to be a risk
liability for the Exchange, and thus an excluding factor for maintaining
coverage. Please know it was never [redacted]’s intention to mislead you in any
way. Should you have any questions, please contact [redacted] ext. [redacted].

According to our records, there were several
attempts between you and [redacted] to contact one another in regards to the
matter. It is our understanding that on April 28, 2015, [redacted] spoke
with you and advised that per the Exchange acceptability guidelines, the home
would need to...

be inspected in order for your homeowners policy to be
reinstated. Regrettably, our dates of availability did not accommodate your
work schedule. As a result, in efforts to rectify the situation, [redacted]
escalated your case to his manager, [redacted], who made every attempt to
obtain an exception with our Underwriting team. After
careful consideration, on May 6, 2015, our Underwriting Department granted the exception
to use the previously obtained inspection photos from September 2014, since
there were no prior losses for this property and due to the existing scheduling
complications. Under normal circumstances, an inspection would be required for
all new homeowners insurance policies covered with Exchange, regardless of any
previous photo inspections on file. Nonetheless, we are pleased that we were
able to make this accommodation as our goal is to ensure that our members are
provided with the highest quality of service and that expectations are met. We
sincerely apologize for the frustration and inconvenience that this process may
have caused you. We understand the issue has since been resolved as your
homeowners policy has been reinstated without lapse in coverage. Should you
have any questions, please contact [redacted] at [redacted] 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.
Regards,
[redacted]
I don't see any attachments. Please show me where there more than 4 service calls. There were 2 people on this contract and it is supposed to be 4 per person, which was not exceeded.  BTW, why was my truck being damaged never addressed? You guys owe me $373. For damage to the front of my truck from 1 of your contractors. No one has said anything about that. I need this removed from my credit also because I never received any mail from this [redacted]!!

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

[redacted] filed similar complaints with the California
Department of Insurance (CDI). Response to complaints is as follows: Your
insurance coverage was provided by the Interinsurance Exchange of the
Automobile Club (the Exchange) and was to be effective3-23-2015 until
3-23-2016. You...

requested the policy be cancelled on 4-24-2015 which left e
balance of $82.00. In your request for assistance, you state that the Exchange
is using a short rate calculation that you were not made aware of. The Exchange
makes every effort to both verbally communicate this calculation as well
as  writing. In our response to the CDI,
we included for your review the signed application where it mentioned Notice of
Short Rate Cancellation and that you agree to the terms. In an effort to ensure
a fair outcome, our Collection Supervisor agreed to accept a $20.00 payment
from you to close this issue and you agreed to make that payment. If you have
any further questions, please contact [redacted] at 714-850-5581.

Again,
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] indicates that he reviewed this with
you and the rate change was accepted. The dwelling replacement cost (Coverage
A) was based off of your prior policy with State Farm, resulting in a quote for
the amount of $495.00. After the policy was bound, an 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. After you contacted us regarding
the premium difference, we confirmed that an adjustment would be made to match
the original policy amount. [redacted] spoke with you regarding the premium
increase as well as policy coverage. She verified that we honored your request,
and issued you the difference in premium of $164.00 for your homeowners policy
and she apologized for your many inconveniences and addressed the need to
cancel your policies with your previous insurance carrier to avoid double
coverage. Also these issues have been fully investigated and appropriate action
was taken to prevent a recurrence. If you have any further questions, we
encourage you to 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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]
HelloThis is a valid claim! I will have to contact Other places what will help me with this , if you are not willing to act and take care of your clients accident , (DV) on my vehicle!

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 agent
[redacted] at the time of insuring me and my property said that the brush was not a
concern and that AAA would insure my home, cars, boat, camper and umbrella NO
ISSUES! I then transferred over all my insurance, to multiple pictures of my
boat, camper and called to discuss engineering degrees with my old college,
spending hours of my personal time to get things squared away with the new
insurance. I then receive a letter telling me that my home insurance was
canceled with AAA after all the work I did canceling my current insurance and
getting cancelation notices and refund checks. Then I tried to work with [redacted]
and her manager trying to get this resolved on a daily basis. Many times they
would not return my calls and wasted three more weeks of my time on the hope
that they would resolve. Then days before I lose my insurance they say that
there is nothing they can do!!! So then I needed to rush into new insurance,
cancel all of AAA insurance (some AAA canceled and others I did because they
jumped my premiums). Then I needed to sign all new paper work and go through
the whole cancelation process and refund checks again!!! The fact that [redacted]
took it upon his own to APPROVE my home for insurance and waste countless hours
of my time is inexcusable!! There was NO reason to go into all this if and I
clearly asked him if brush would be an issue.
AAA should
compensate me for all the time that I wasted, when the agent should have NEVER
said that they could insure me. [redacted] and his manager should also be reprimanded
for his poor behavior
Regards,
[redacted]

A review of our records reflects that
on August 15, 2017, you contacted the Automobile Club of Southern California
requesting towing service as your friend’s vehicle had a flat tire and no spare.
Upon arrival, the independent contract station dispatched to assist you discovered
that the...

vehicle had just been purchased at an auction and informed you that
the service was not covered under your membership. The delay in service that
you experienced was due to a second driver being sent to your location to
reassess the situation. Upon the second driver’s arrival, it was confirmed that
the vehicle was located at an auction and had just been purchased in its
current condition. Our investigation concluded that the independent contract station
was abiding by Membership Guidelines, as towing a newly purchased vehicle in an
inoperable condition is not covered under membership. Please visit our website
at www.aaa-calif.com for additional information regarding membership benefits. Please
search the keywords, “Online Member Kit” for access to our Member Resources
section that includes, the Member Guide where Service Limitation can be found
on page four. In your inquiry, you also expressed your dissatisfaction with the
customer service you received. Please be assured that we have addressed your
specific concerns with our management team for immediate review with all
parties involved. Please accept our sincere apology for any inconvenience that
this may have caused. If you have any questions, please contact Mr. [redacted]
“[redacted]” [redacted] at (562) 377-[redacted].

Our records indicate that on April 27,
2016, you purchased a Classic membership over the phone from our agent, Mr. [redacted]. During the transaction you informed Mr. [redacted] you needed the emergency
roadside refueling service. Mr. [redacted] stated he would transfer you to an
emergency...

roadside service (ERS) dispatcher once the transaction was done. Mr.
[redacted] then explained that you would need to start out with our Classic level
of membership for a price of $63.50. However, Mr. [redacted] did not disclose that
there would be a charge for the fuel delivered at the Classic membership level.
Mr. [redacted] then explained that an adult associate could be added to the
membership for no additional fee. You agreed and a total of $63.50 was charged
to your credit card and processed on April 27, 2016. Mr. [redacted] then
transferred you our ERS department for assistance. The same day, on April 27,
2016, you spoke with a representative in our Policy Management Group (PMG) regarding
your ERS experience. The representative states you requested to cancel your
membership because an ERS technician delivered fuel to you but your car still
would not start and the fee for the fuel was $9. The representative requested a
pro-rated refund of $39.50 on April 27, 2016 which processed on May 6,
2016.  On May 20, 2016 you spoke with
another representative in out Member Service Center (MSC) regarding your
partial refund. The representative explained that when you signed up for the
membership a $ 20 enrollment fee was included, which is non-refundable. The
representative also explained that $4 was being charged for services provided. You
did not agree and ended the phone call. On May 31, 2016, a request to refund
you the remaining balance of $24 was submitted. On June 1, 2016, the refund was
processed and returned to you. Ms. [redacted], please accept OUR sincere apologies
for the frustration this situation 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 Mr. Robert Duck, Insurance Business Manager, at 866-714-6313
ext. [redacted].

To address your
concerns, please understand, all automobile insurance policies are rated in
strict compliance with our current rating plan filed with the California
Department of Insurance (CDI). We cannot implement a rating plan or make
modifications to it without first obtaining the...

approval of the CDI. That is,
we must apply it in a fair and equitable manner to all insureds and charge the
exact premium calculated in compliance with our plan. The California Insurance
Code directs that our rating plan must take into consideration three mandatory
rating factors that are responsible for a substantial portion of the premium
total. These factors are the drivers’ Motor Vehicle Record (MVR) for the past
three years, the number of miles the insured vehicle is driven annually and the
driver’s number of years of driving experience. A review of our records
reflects that on June 15, 2015, you spoke to our representative and requested a
quote to add a 2012 Chevy Cruze and your wife [redacted] to the policy. Our
representative informed you that as [redacted] had no activity on her MVR, and as she
had no chargeable accidents, the change would result in a prorated addition of
$650.00 and a new annual premium of $2,374.00. On June 19, 2015, you called for
an update on the changes you requested on June 15, 2015. In a review of the
amendment our representative explained the reason for the delay was due to the
incorrect information you were provided by the prior representative regarding
the addition of [redacted] to the policy. He explained that we found [redacted] had
activity on her MVR, and that because of the activity her addition to the
policy resulted in a new prorated premium increase of $1,433.00 and a new
annual premium of $3,324.00. He further explained that we required your
acceptance of the new annual premium prior to completing the change. With your
approval, we completed the amendment to add [redacted] and the 2012 Chevy to the
policy. On June 20, 2015, you spoke to our representative regarding two items;
the first was to confirm that your lienholder was listed on the policy; the
second was to find out when the chargeable citation for [redacted] would be
removed. Our records indicated that we informed you that, there was a
lienholder listed on the policy for the 2012 Chevy Cruze, and that [redacted]’s
citation would be chargeable for 3 years. However, our representative should
have additionally explained that the activity on her MVR would be chargeable
for the entire policy period if at the time of the policy’s renewal the
activity remained valid. As a result, when your renewal for April 12, 2015 was
offered, [redacted]’s suspension and infraction remained chargeable. On March 10,
2016, you spoke to our representative regarding [redacted] not receiving the Good
Driver Discount (GDD). Our representative explained that the GDD is applied
when a driver has had no chargeable citations or at-fault accidents and has
been continuously licensed for the past 3 years. In a review of [redacted]’s MVR, we
confirmed that her license was reinstated on May 23, 2013. As such, when we
offered the renewal of the policy, [redacted] did not have 3 consecutive years of
having been licensed and thus, did not qualify to receive the GDD. Please accept our apologies for our failure
to properly explain how [redacted]’s activity on her MVR would remain chargeable. Be
assured that occurrences such as these are not our usual and customary way of
conducting business. While we confirmed the information provided by our
representative was less than comprehensive, unfortunately, we are unable to
disregard the chargeable suspension on her MVR. If you have any questions, please contact [redacted].

We extend our
apologies for the frustration you experienced when you recently purchased a new
home insurance policy from an agent in our [redacted] branch. We
apologize that your calls have not been returned in a timely manner. Please
allow us to assure you that these delays do not...

meet our company standards as
we strive to provide our members and insureds with products and service of the
highest possible quality at all times. [redacted], Insurance Business
Manager has spoken with you regarding your home insurance policy concerns. He confirmed
that he has provided other options for your Condominium policy through our AAA
agency department. We regret this experience has caused you to place your
insurance elsewhere. We truly hope we will have the opportunity to provide for
your insurance needs again in the future. If you have any questions, please contact
[redacted], Regional Manager directly at [redacted].

Member was contacted and we confirmed she recevied compensation from AAA Northern California, [redacted] The membership is current and valid with Automobile Club of Southern California. Please close case.

[redacted]i, of our Emergency Road Services group spoke
with Mr. [redacted] and is waiting for him to send a receipt of the COD
service.  We will be reimbursing him appropriate costs once received and reviewed. Mr. [redacted] can be reached at [redacted]

Our records indicate on September 14, 2015,
you spoke with our agent, Mr. [redacted], to acquire a quote for an
automobile insurance policy. At that time, upon completing the quotation, Mr.
[redacted] confirmed that you qualified to receive a $10.00 In-N-Out gift card,
which would be...

processed and mailed out to you within six to eight weeks,
allowing time for process and delivery. Unfortunately, you still have yet to
receive the $10.00 In-N-Out gift card as advertised. Please accept our sincere
apologies for our delay in providing you the gift card. Be assured that we have
taken appropriate action to ensure no further incidents of this nature recur. For
your inconvenience, we are including the overdue promised $10.00 In-N-Out gift
card in addition to a second complimentary $10.00 In-N-Out gift card for your
enjoyment. If you have any other questions or concerns, please contact,
Insurance Business Manager, Mr. [redacted], directly at [redacted].

We have taken step to prevent further mailings from being sent.  Please accept our apologies for receipt of any unwanted mailings.  Please note, this may take up to 60 days for this to take full effect as some mailings are prepared in advance. If you receive any further mailings, please...

let us know.

Our Financial
Services management contacted [redacted], our service partner who administers our
Identity Theft program, and discovered that you enrolled in AAA’s ProtectMyID
Essential in September 2015. This is a free product that is provided to AAA
members as a benefit of membership. [redacted]...

records also show that you called them
on April 4, 2017 to update your telephone number, unlock your account, and reset
your password. An account usually gets locked after several failed log in
attempts. You also spoke with [redacted] on November 16, 2017 to have your
password reset again. On that same day, [redacted] reported that you successfully
logged into your account to view your alert notifications. Your Revdex.com complaint
references a $950 disputed amount. we will need some more information on this
as the product we are providing to you is free of charge. It also appears that
you are having ongoing logon issues. We can arrange for an [redacted]
representative to contact you directly to assist in this area if needed. Our
Program Manager, [redacted], to reach out to you to offer assistance. He will
attempt to contact you within a week of delivery of this letter. You may contact
him directly at 714-885-[redacted].

During the handling of your May, 21, 2017 claim, our representative
explained to you our policy does apply in Mexico as long as your travel to
Mexico is not regular or frequent, without regard to distance from the boarder.
And at that time, also explained in the future any other claims that you may
have in Mexico would not be covered. Further we advised you in order to be
insured in Mexico you would need to purchase a Mexico Insurance policy prior to
entering Mexico from a company selling Mexico Insurance. Your loss for June 23,
2017 has been denied because your travel to Mexico falls under the definition
of “regular and frequent” travel which is excluded under your policy contract.
If you have any questions, we encourage you to contact claims manager, [redacted]

On
June 10, 2016, you spoke with sales agent, [redacted], and purchased
homeowner’s policy, [redacted]. You paid the premium in full in the amount of
$494 for an effective date of June 11, 2016. This policy was cancelled by our
underwriting department, effective September 9, 2016, due to...

missing signed
documents, an unstrapped water-heater as well as bars on the windows without
verification of an internal release latch for emergency exits. On June 10, 2017,
you spoke with sales agent, [redacted], who re-wrote a homeowners
insurance policy for you, CHO[redacted],
for an effective date of June 11, 2017. You remedied the concerns for the
water heater and also removed the bars from the windows per our underwriting guidelines
from the original inspection of your home completed on July 28, 2016 for canceled
policy, [redacted]. On August 8, 2017, Insurance Business Manager, [redacted],
reached out to you regarding a cancellation notice that you received for your
new homeowners policy. At this time, it was determined that the policy cancelled
due to a wood burning stove/fireplace that was discovered upon the second
inspection of the home completed on June 28, 2017. On August 8, 2017, August 9,
2017, August 10, 2017, August 11, 2017 and August 15, 2017, Mr. [redacted] tried
contacting you by phone to address your concerns. Mr. [redacted] left several
voicemails for you regarding home quotes that he obtained from the Auto Club
Agency so your home could potentially have coverage before the cancellation
date of August 19, 2017. Mr. [redacted] wanted to prevent any forced-placed
insurance policy from your mortgage company and to ensure you had valid
coverage. Unfortunately, he was unable to reach you successfully.  However, Mr. [redacted] has sent a rush refund to
you in the amount of $451 which you will receive within 2-3 business days. We extend our
apologies for the frustration you experienced during this process. If you have
any questions, please contact [redacted], Insurance Business Manager, at [redacted]