Automobile Club of Southern California

Your Automobile Club of Southern California membership
non-renewed on 12-16-2011. The services that were provided to you were by AAA Northern
California, Nevada & Utah (NCNU). We contacted NCNU to see the issues that occurred
with the services they provided while you were in their service...

area. Their
records state they provided a battery for your vehicle on 11-29-2011. They also
show you made subsequent calls to them on 12-21-2011 and 12-22-2011 for the
same battery issues. These services were verified as valid, so your expired
membership did not cover them and, as a result, you were billed. NCNU stated
the battery was not the issue but your statement says that it was replaced
because it was the issue. Since you were our member, we made a decision to
close the account and request the outside credit agency to request the negative
reporting to be deleted.

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.
Hello Revdex.com and [redacted].  I have received my refund from AAA for the Auto Insurance Policy I cancelled.  I am attaching a copy of the check and stub for verification. I called to let your office know and they suggested I answer in writing.  I emailed [redacted] earlier but I guess I didn't have the correct e mail address. I appreciate your help in dealing with this matter.  It is now fully resolved to my satisfaction. Respectfully submitted, [redacted]

A review of our records reflects that
on September 13, 2016, you contacted the Automobile Club of Southern California
(Auto Club) requesting towing service. Upon verifying your membership
information, the telephone representative assisting you notified you of the
cancelled status of your...

membership. In your inquiry, you stated being denied
roadside service by this telephone representative and her supervisor, even
though you had explained that you had been informed by the local Auto Club
Branch office of your membership being valid thru October 13, 2016. In
reviewing this incident, we found that the Branch Office added you to your
mother’s membership in error. The branch failed to explain that this could not
be done due to your being over 21 years of age and there already being an adult
associate on the membership. In addition, the promotion to add you to the
membership at no expense was incorrectly processed and resulted in your
membership being canceled. Although no money was received for your erroneously
being added to your mother’s membership, we did find that the roadside service
supervisor offered to send out courtesy towing service to tow your vehicle off
the freeway as a safety concern but was declined. Additionally, the supervisor
offered to send commercial service but while on the line with the supervisor,
you explained that your vehicle had started and would drive the vehicle off the
freeway yourself. Based on your experience, we have reviewed these unfortunate
events with all parties involved. We have counselled both our call center and
district office staff, emphasizing the importance of properly managing our
member’s expectations as well as keeping our members’ appropriately informed. Although
you are not allowed to be on your mother’s membership due to there already
being an adult associate, our call center staff should have made an exception
to tow your vehicle under membership due to the circumstances. Activity on the
membership does show that you were added to the membership by the Branch Office
and that an error occurred resulting in your add on being canceled. On behalf
of our entire organization, we would like to extend our sincerest apologies as
we were unable to provide you with a totally satisfying member experience.  We highly value our members and find it
disappointing that your experience fell short of our goal and your
expectations.  As a gesture of goodwill
and for the inconvenience that you experienced, we have authorized a [redacted]
card in the amount of $100.00 to be sent to you, please expect this to arrive
in a separate mailing. If you have any questions, please contact [redacted]

We understand you have spoken with [redacted], Contract Station Relations Supervisor, who investigated your damage
complaint. Based on photographs obtained during his inspection of your vehicle
and the...

photographs provided by you, we concur with [redacted] assessment and
the findings of the independent contract station, [redacted] & Recovery,
attributing the damage to “normal wear and tear.” There are numerous scratches
present on the underside of the bumper, running in multiple directions, which
is an indication of preexisting damage and not representative of any singular
event. You also commented on the length of time it took to have your vehicle
inspected. In reviewing [redacted] handling of your case, there was some
initial delay on behalf of the Club in assigning the case to [redacted]. Once
assigned, [redacted] contacted you on September 15, to advise you that based on
reviewing the photos you provided on September 10, he concurred with the
contractor in declining the claim. You subsequently refused to accept the
declination and [redacted] indicated that he would be willing to inspect the vehicle
in person. [redacted] attempted to inspect the vehicle on Tuesday, September 23,
and then again on September 30, but each time the vehicle was not present. You
then communicated with [redacted] on November 5 with a phone call on November 17
advising that the vehicle was not available on Mondays or Tuesdays at which
point [redacted] made arrangements to inspect the vehicle on November 20. After
having inspected the vehicle, [redacted] declined the damage claim again on
November 21. Our Automotive Services Manager, [redacted], then became involved
to review the investigation and also agreed with the assessment. A final phone
call was made by [redacted] to you on December 16 with a final declination to
your damage claim. During the period between September 15 and November 21,
there was ongoing correspondence, an inspection completed and photographs
obtained from the independent contract station ([redacted]). The personal
inspection you requested did not change the initial investigational results and
instead solidified the original findings. Although no longer an Auto Club
member, we appreciate you bringing this matter to our attention and allowing us
to address your concerns. If you should wish to discuss this particular matter
further, please contact [redacted] at [redacted].

A review of our records
reflects that on December 31, 2014, you contacted the Automobile Club of
Southern California (Auto Club) to request winch-out service after your
husband’s truck was run off the road into a snow berm by another motorist. Regrettably,
the representative assisting you...

erroneously declined service, stating that
extrication of an operable vehicle from the snow was not a covered benefit
under your membership. In your inquiry, you stated that a friend assisted your
husband after waiting several hours on the roadside. In addition, you indicated
that your husband flagged down an Auto Club service provider, and the driver declined
service and stated that a service request would need to be initiated by the
Auto Club prior to rendering service. Moreover, you reported filing a complaint
and receiving a callback, only to be informed that the reason for the declination
of service was valid due to your husband’s vehicle not having snow chains
installed at the time of the request. On behalf of our entire organization, we
would like to extend our sincerest 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 such, we have reviewed these events with all parties involved and have taken
the appropriate corrective actions in order to prevent any recurrence. As you discussed
with Mr. [redacted] on January 23, 2015, We are sending you a reimbursement
check in the amount of $122.00. This amount represents payment for your annual
membership dues. If you should have any questions, please contact [redacted]
at (562) 377-5339.

We extend our apologies for the frustration you have experienced while attempting to resolve your concerns with your auto insurance policy. It is our understanding that you have contacted us several times regarding this matter. [redacted], Business Development Manager advised that he has...

spoken with you regarding your concerns and inquiries specific to your final auto insurance policy annual premium. He advised that your concerns have been addressed and you are satisfied with the premium we are charging. If you should have any questions or concerns, please contact [redacted].

Our records indicate you became a member with AAA on
01/05/2016 and you added an adult associate onto the account on 10/21/2016.
Renewal was offered for the 2017-2018 term in the amount of $74.00. Your
payment was applied on 12/31/2016 to continue the memb[redacted]hip for you and your
adult...

associate, [redacted]. On 01/06/2017 you contacted our Member
Service Center to request replacement cards. The agent that processed your
request noted the delivery time of the cards within 7-10 days. She noted that
you mentioned [redacted] lives in North Carolina but there was no directive given
by you to cancel the adult associate. On 06/08/2017 another call was made to
our Member Service Center to discuss service calls. The agent was not given
instructions by you to cancel the adult associate from your account. With the
active account in place, your associate [redacted], was provided
services. She requested roadside assistance 9 times. The first 4 service calls
were covered under the memb[redacted]hip provision. The additional 5 calls were billed
at a rate of $80.00 per call for a total of $400.00.
 
Service dates were for the nine services rendered in North
Carolina, were as follows:
 
Service call #1 -01/18/2017
Service call #2 -03/02/2017
Service call #3 -06/08/2017
Service call #4 -08/04/2017
Service call #5 -08/08/2017
Service call #6 -08/14/2017
Service call #7 -08/24/2017
Service call #8 -09/04/2017
Service call #9 -10/14/2017
 
A bill for service calls #5, #6 and #7, was generated on
10/07/2017 in the amount of $240.00. Call #8 incurred another $80.00 charge
which generated a bill dated on 10/29/2017, totaling in the amount of $320.00.
Call #9 incurred an additional charge of $80.00 for a total of $400.00, and a
bill was sent 11/30/2017. You spoke to the [redacted] Administration Department on
12/01/2017 to discuss the charges. At that time you were again informed that
the adult associate had not been cancelled off your memb[redacted]hip. You asked if a
bill could be sent to your sister in North Carolina, and you were informed that
as the primary member, all bills are generated in your name to your address.
You mentioned this situation was causing you stress. As an exception, an offer
was made to reduce the $400.00 bill to $200.00 which you declined. You asked to
speak to someone else and contacted the Member Relations Department on 12/01/2017.
They were unable to accommodate your request to remove the bill. At this time,
I would like to make the same offer made to you to reduce the charges in half
and to work with you to satisfy the charges incurred by your adult associate. If
you have any questions, please contact [redacted] at [redacted].

It is our understanding that you visited our Del Mar branch on August 8, 2105, to transfer your vehicle titles and purchase insurance due to relocating to San Diego. Since your wife and one of your vehicles were still in Iowa at that time, you were unable to complete the title transfer for your 2011...

Toyota Sienna. You met with sales agent Nathan Bratlien and purchased an auto policy for your 2011 Toyota [redacted] leaving your second vehicle on your AAA Iowa policy until your wife arrived in San Diego. You were quoted an original annual premium of $680 but when you received your billing statement, it reflected an annual premium of $750. On August 29, you purchased an auto policy for both your vehicles with another carrier calling our member service center requesting to cancel your policy and to waive the short-rate fee. You were advised that your policy would be cancelled effective August 29, and a manager would contact you to address your request to waive the short-rate fee. Since you did not receive a returned call, you called again on September 2, and were advised your cancellation would be processed effective August 29, and no short rate fee would be applied. On September 8, you received a refund in the amount of $8 and documentation stating your policy was cancelled with an effective date of September 3, 2015. [redacted], Insurance Business Manager in our Del Mar branch, advised that he contacted you in September to address your concerns. He advised that the $70 premium discrepancy was the result of the removal of the professional discount due to not receiving the required documentation. Additionally, he advised that your signed auto application reflected comprehensive coverage and explains our short rate cancellation policy. Documented policy notes reference your knowledge of the premium increase and that the short-rate fee was discussed. [redacted] informed you that under the circumstances, we are not able to waive the short-rate fee. He offered to provide you with a quote to bring your policy up-to-date but you declined. [redacted] sent a request to our underwriting department today advising to backdate the cancellation of your policy to August 29, 2015. If this change generates a credit to you, an additional refund check will be mailed. Please accept our apologies for the issues you encountered with your auto insurance policy. We are sorry we were unable to provide for your insurance needs at this time. If you have any questions or concerns, please contact [redacted], Business Development Manager, at 760-[redacted]

It is our understanding that you received a
promotional flyer from our Marketing Department offering a gift card for an
auto quotation. However, in your letter you state that you have not received
our gift, and that our agents have attempted to communicate with you,
requesting more...

information. Please accept our apologies for any
misunderstanding you may have experienced regarding our quotation process. Our
agents followed up with you to complete the auto quotation, which would have
generated a gift card being mailed out to you. Since the quotations were not
processed to completion, our fulfillment department never mailed you our
promotional gift. Nevertheless, on March 19, 2015, a request to have an
[redacted] card mailed to you was processed, which you should receive in
four to six weeks. Our goal is to ensure that our members are provided with the
highest quality of service and that expectations are met. Should you have any
questions, please contact [redacted] at [redacted].

Our records reflect we received requests to add a driver to
the policy. Another request was received to add a vehicle. Then we received a
request to add another driver. These transactions resulted in an increased
premium. The policy was then cancelled effective 12-31-2015. The earned...

premium
balance owed was not paid and was referred to collections. If you have any
questions or other information for us to review, please contact [redacted] at
310-791-[redacted].

Final Consumer Response /* (2000, 14, 2015/12/22) */

We greatly
value our members and want to thank you for joining our membership program. We
also want to take this opportunity to extend our apologies for the frustration
you experienced with the membership staff in our [redacted] branch. It is
our understanding you opened your new...

membership on January 17, 2015. At that
time you requested a friend be added to the membership, which was to be given
as a gift, and you never received your membership cards. When you realized you
had not received your cards in the mail, you attempted to reach the individual
who opened your membership and did not receive a return phone call. [redacted], Business Manager, has left several messages for you regarding your
concerns and has not received a return call. He also confirmed that he will
personally provide additional coaching to the employees to ensure these service
failures are rectified. If you should have any questions or concerns, please contact
[redacted], Regional Manager, at [redacted].

You
express dissatisfaction with the cancellation of the Collision, Comprehensive,
and Rental coverages for the [redacted]. It is our understanding that
[redacted], Claims Team Manager, called to address your concerns but was
unable to reach you. We make every effort to promptly,...

consistently and fairly
resolve all claims. We have researched our records regarding coverage for the
above referenced loss. On March 31, 2014, a letter was sent to your address of
record indicating that an inspection of your [redacted] was required by
Underwriting. The letter further noted that if the inspection was not completed
within 30 days, the physical damage coverages would be cancelled. As mandated
and in compliance with California Department of Insurance regulations, a notice
of “Cancellation of Coverage” letter was sent to your address of record on May
14, 2014. This notice informed you that due to your failure to comply with our
request for a vehicle inspection for the [redacted], the physical damage
coverages will be cancelled effective June 4, 2014. An inspection was not
provided and the Collision, Comprehensive, and Rental coverages were cancelled
effective June 4, 2014. After careful
review of the information available to us, we regret to confirm that our
position on this matter has not changed. We are unable to provide Collision,
Comprehensive, and Rental coverages for the
[redacted] for the occurrence of January 5, 2015. Should you wish
to provide additional information for consideration that might influence our
decision, please contact [redacted] at [redacted].

We are sending
you an itemized statement for your review that shows the reason we are billing
you the balance of $118.42 for your last term of coverage. This was effective
May 17, 2015 until cancelled for non-payment on February 21, 2016. If you have
proof of insurance coverage elsewhere for...

your vehicles prior to our
cancellation date, your balance can be adjusted. In your Revdex.com complaint, you
stated you were treated unethically by one of our collection staff. You asked
to be transferred to a supervisor and state you were hung up on. Our records
reflect that your voicemail message was received by our Collection Supervisor,
Mr. [redacted]. He discussed this issue with [redacted] who was the collector on your
call. We value your input and thank you for allowing us to internally review
this issue. We feel confident that this issue has been reviewed properly and we
will continue to monitor and improve. It is never our intent to have our member
have a negative interaction and though it is possible, we work hard to
discourage it. We hope this explanation is sufficient and we are open to any further
feedback you may have. For any further questions please contact [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]

As a follow up to
your telephone conversation with associate [redacted], we apologize for the
lack of follow up by our representatives and the service you experienced. Be
assured that occurrences such as these are not our usual and customary way of conducting
business. While we sincerely...

regret your experience, unfortunately, we are
unable to provide compensation for these occurrences.  We can however assure you that your concerns
are important to us and we have addressed the matter with our management staff
to ensure no further incidents of this nature recur. Our review of your
membership ([redacted]) reflects it expired on January 24, 2015. Due to
the amount of time since it cancelled, a new membership will need to be
established. In recognition of your prior years of longevity with the Club, we
have authorized an exception to eliminate the $20.00 new membership enrollment
fee. Please contact Mr. [redacted] at your convenience to have your new membership
created. Regarding your automobile insurance policy; the policy is scheduled to
expire on August 10, 2015. However, because you currently have no active
membership, we are unable to offer the renewal of your insurance policy. Once a
new membership is established we will expedite the renewal offer of your
insurance policy. Please understand, the Automobile Club of Southern California
is a membership based organization that provides services and benefits
specifically for its members. In order to take advantage of these benefits,
every member must have a valid membership for us to offer all the products and
services. This includes: auto, home, watercraft and personal liability
insurance. Mr. [redacted], we hope you will reconsider your decision and allow us
to continue to service your membership and insurance needs. If you should you
have any questions, please contact [redacted] at [redacted].

We are responding to your complaint filed
with the Revdex.com and the California Department of Insurance. Our
records indicate that on August 4, 2014, you spoke with our agent, Ms. [redacted],...

in effort to purchase an auto insurance policy with us. During the
binding process of your policy, you disclosed to Ms. [redacted] that you held a
previous policy with us, but which was shared with your soon to be ex-husband. At
that time, Ms. [redacted] informed you that you qualified for a longevity
discount, as well as a dividend on your previous policy in the amount of
$171.00. Ms. [redacted] explained that this amount could be transferred and
applied towards your new policy’s annual premium of $1,536.00, but that she
would need a minimum down payment of 20 percent of your policy premium,
which you accepted. You then decided to make a full down payment of $1,365.00,
$171.00 less your annual premium, for your new auto insurance policy for an
effective date of August 14, 2014. Several weeks later, you received a bill for
$171.00, whereupon you called Ms. [redacted] and inquired as to why you had an
outstanding balance. Ms. [redacted] returned your call on September 4, 2014, and
explained that her Insurance Business Manager, Mr. [redacted], would
research and handle your premium concerns appropriately. After Mr. [redacted]
investigated the balance on your previous policy, however, he discovered that
he was unable to transfer the dividend of $171.00 to your new policy since the
credit was used in its entirety on your previous policy for its renewal period.
Mr. [redacted], Insurance Business Manager, has spoken with you regarding
your auto insurance policy and has guaranteed you that we have given our full
attention to your complaint. We understand that Mr. [redacted] along with our
Premium Accounting Department have honored our commitment and issued you a
credit of $171.50, which processed on December 2, 2014. We are pleased we were
able to make this accommodation regarding your new auto insurance policy, and apologize
for the lengthy time it took to resolve your premium concerns. It was never our
agent’s intention to mislead you in any way, and that throughout the binding
process of your auto insurance policy, Ms. [redacted] did her very best to advise
you and offer you discounts for which you qualified. She also expressed to you
that your policy premium did not increase in any way, and even offered to
reevaluate your annual mileage in effort to lower your annual premium. Moreover,
a review of our telephone records does not indicate that Ms. [redacted] offered
you a 20 percent discount on your
auto insurance policy, but rather a 20 percent required down payment. Nevertheless, we apologize again for the
inconvenience that this process may have caused you. Should you have any
questions, please contact Mr. [redacted] at 714-885-5734.

Management has made several attempts to contact you regarding your concerns and has not received a return call. We have provided coaching to the employees to ensure these service failures are rectified. We encourage you to please contact [redacted], Regional Manager, at [redacted] with any questions or concerns.

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 all of my complaint.  For your reference, details of the offer I reviewed appear below.
There are a variety of false and incomplete statements in the response.  The “reinspection” of my house was actually completed around October 23/24, 2016.  This “reinspection” consisted of the underwriter looking at a satellite photo of my house on google maps that is at least two years old as is evidenced because the solar panels not even on the house yet.  Standard procedure has always been, and is expected to be, if the company wishes to inspect a property, to contact the policy holder and make an appointment to come to the property and inspect it.  This did not happen.  In this case it appears that the underwriter was too lazy to bother with doing the inspection properly.  Additionally, the underwriter appears to be ignorant enough to think that he/she can determine if clear water is in a Jacuzzi by looking at a zoomed low resolution satellite photo of my house.  A photo that even when zoomed as much as possible is still equivalent of from a range of multiple hundreds of feet distance.The underwriter did leave me a voice mail on October 24, 2016, stating that the policy would not be renewed due to their not being water in the Jacuzzi and sending me the latter dated October 27, 2016.  However, the underwriter also failed to leave any contact information so I could call him back to discuss the issue and get it corrected.  So the underwriter made an incorrect decision based on a low resolution image that was at least two years old rather than doing the job correctly and actually having the property inspected.  This forced me to call customer service and try to relay messages through them to get it resolved.  On October 31, 2016, the company sent someone to my home to take photos.  However, no one bothered telling this person what the main purpose of the visit was, to photograph the Jacuzzi with water in it.  My wife had to tell the person that was the main reason was to photograph the Jacuzzi.  Then as I learned much later on November 16, 2016, what photos the person did take of the Jacuzzi were from across the yard and not close though to capture the inside of the Jacuzzi showing water!The AAA response states that a reinspection was completed on November 7, 2016.  I can only assume that this consisted of looking at the photos that were taken on October 31, 2016, not actually inspecting the property.  The only date we are aware of someone coming to our property was October 31, 2016.  Despite the company acknowledging the photos were reviewed on November 7, 2016, no one bothered contacting me regarding this.  Instead, I was forced to contact customer service again on November 22, 2016 to ask about it.  The only response I received back was “I notified our underwriter who is assigned to your policy, I believe she will be contacting me if there is anything else I can assist with. I will e-mail you back once I hear back from her.”  So that is when I filed a complaint with the Revdex.com.  That was also the last communication I received until November 29, 2016, when I contacted [redacted] who is a supervisor in customer service and also filed a complaint with the California Department of Insurance.  Finally your underwriter called me and said a verbal statement from me that the Jacuzzi had water in it would be sufficient.  I provided that statement and the renewal was issued.  So all of this bother was caused by a lazy underwriter that did/didn’t do the following:1.       Didn’t bother properly having the property inspected in the first place.2.       Didn’t bother telling the person sent to my house on October 31, 2016 what the main purpose was.3.       Didn’t bother providing contact information in the message so I could directly call back and discuss the issue.4.       Didn’t bother contacting me after reviewing the photos on November 7, 2016.It appears obvious to me that corrective action needs to be made in process AAA uses in collecting information prior to renewal of policies.  Yet, the AAA response provides no description of possible corrections on your process.  The complete incompetence that was demonstrated in this renewal process was a significant inconvenience to me and forced me to get quotes from other insurance companies.  On the plus side, it did force me to shop around for insurance to see if I can get a better price.  This is something I have not bothered with for many years.  So at this point I’m not sure I will be keeping my home and automobile insurance with AAA.  I have received one or more quotes that appear comparable or lower than what AAA charges for the same coverage.  I will have to take a close look at it when I finally receive the renewal that I should have received weeks ago and would have received weeks ago if AAA had conducted itself professionally and properly.
Regards,
[redacted]

We apologize this accident occurred and appreciate the time you took to
share your concerns with us. In your inquiry, you indicate you did not agree
with the use of reconditioned parts for the repairs to your car. We understand
this is a very frustrating circumstance given your strong...

conviction that your
car can only be returned to pre-accident condition with new parts, however
within the insurance industry, use of reconditioned parts is common as all
carriers have an obligation to mitigate damages. Your contracts states:
 
PAYMENT OF LOSS – COVERAGES D AND E
At our option we may:
(b)      repair or replace any damaged or stolen
property with like kind and quality less any depreciation;
 
The reconditioned parts used are always under
warranty by the distributor. They also are refinished to eliminate any
imperfections that may exist. If the repairs are not done completely to your
satisfaction, then we will work directly with the body shop to correct any
issues with respect to quality and craftsmanship. We hope this provides a
better understanding of our position. We regret this claim has not gone
entirely as you have liked but it is our understanding you spoke to Claims
Manager, [redacted], and resolved this issue on 6/13/16 with an agreement to
advance your collision claim of $1,473.73. If you have any further concerns,
please contact [redacted] at 760-740-[redacted]