Automobile Club of Southern California

We extend our
apologies for the frustration you experienced when purchasing multiple
insurance policies from our [redacted]. It is our understanding that in
February you obtained auto, homeowners and earthquake insurance policies, and
sales agent [redacted] completed a photo...

inspection. On April 8, 2015, a
Notice of Cancellation was generated by our underwriting department advising
that due to the absence of a required photo inspection, your home policy was
scheduled to cancel effective May 3, 2015. After receiving the cancellation
notice, [redacted] scheduled a second home inspection not realizing that in February,
he had failed to upload the original photos taken into our system. On April 14,
2015, he uploaded the original photos notifying our underwriting department
which resulted in the removal of the pending cancellation. Meanwhile, you
obtained insurance with another carrier requesting to cancel all policies. [redacted], Insurance Business Manager in our [redacted], advised that he
contacted you on May 21, 2015, to address your concerns. He confirmed that he
backdated the professional discount to the policy inception date of February
25, and waived the short rate cancellation fee on your auto policy,
[redacted], generating a credit of $143. Your refund is being processed and
you should receive it within 2 weeks. Additionally, he explained that we were
unable process your request to cancel your policies back to their inception
date of February 25, as insurance coverage was in force and had a claim
occurred, coverage would have been provided by the Automobile Club. Please
accept our apologies for our service failures. We assure you that these service
failures do not meet our corporate standards. If you have any questions or
concerns, please contact [redacted], Regional Manager, at [redacted]

The original membership
(#[redacted]) that [redacted] had with the Automobile Club of Southern
California (“Auto Club”) was cancelled by the Auto Club for membership abuse
and misconduct in 2013, with direction that no further memberships would be
permitted and that [redacted] should not...

apply for any membership with the Auto
Club in the future.  [redacted] appealed this cancellation and Auto Club’s
Appeals Committee denied the appeal.  In addition, since being cancelled
on that original membership, the primary member, [redacted], was cancelled
from an Adult Associate role on another membership (#[redacted]).  Most
recently, [redacted] apparently managed to improperly open another
membership with the Auto Club (#[redacted]), which was thereafter cancelled
once Auto Club discovered the improper membership had been established. Due to their history of membership abuse, the
[redacted] have been cancelled as Auto Club members and advised that they may not
return.  While the Auto Club may advertise for new members, all new
members must meet the membership requirements and if they have been previously
cancelled as members due to abuse or misconduct, they are not entitled to
obtain a new membership.  This policy is consistently applied by the Auto
Club toward all new memberships.

AAA reflects that the
automobile policy in question was in place from May 14th 2016 to
August 14th  2016.  The policy cancelled for nonpayment of
premium.  There was three months of coverage provided during your six
month policy.  The money being billed is for premium...

used and not paid for
during that time frame.  If the cancellation date should be something
other than the August 14th date please let us know and we will be
happy to revise the cancellation date

Your complaint states you acknowledge
receiving roadside assistance on 6/22/15 yet you do not acknowledge requesting
roadside assistance on 7/7/15 and 7/19/15.The synopsis below is of the service
calls requested on your membership 6/22/15, 7/7/15 and 7/19/15:
 
Date:...

6/22/15
Time: 
5:43am
Location: [redacted]
Cross Street: [redacted]
Vehicle: [redacted]
License: [redacted]
Problem:  Jump Start
Additional information: Low clearance
garage/unit 321
 
Date: 7/7/15
Time: 
6:46am
Location: [redacted]
Cross Street: [redacted]
Vehicle: [redacted]
License: NA
Problem:  Jump Start
Additional information: Meet at the
entrance to the underground parking structure
 
Date: 7/19/15
Time: 
10:56am
Location: [redacted]
Cross Street:   [redacted]
Vehicle: [redacted]
License: UKN
Problem:  Jump Start
Additional information: Vehicle in
underground garage, call member
 
Although the service requested are for
the same vehicle and at your address, an exception is being made to provide you
with one additional service call for the remainder of your current membership
term through 8/6/15. This action will ensure you are able to request service
without pre-paying a $60.00 service fee. Records indicate your dues for the
term beginning 8/7/15-8/6/16 have already been applied to your membership
account at the Premier level. You will have four service calls available on
8/6/15. Thank you again for your 33 years of continuous membership. If you have
any 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.I made phone calls to the AAA contact and it sounds like they will be following through for me.  I hope that they will keep their word.Thank you so much for all your help.  I don't believe I would have heard back from AAA if it were not for your actions.  Your organization is professional, timely, and very efficient. I really appreciate what you have done for me.  
Regards,
[redacted]

We note that
you say you did not request insurance from the Automobile Club of Southern
California. However, Mr. [redacted] did request to add you to his auto
insurance policy [redacted] as his spouse effective August 21, 2015.  Per his request we completed this
[redacted]saction. On October 12th [redacted] visited the Huntington Beach
office and requested to remove you and your vehicle from the policy, stating
that you were now separated. Per our company guidelines we cannot remove a spouse
from a policy without their own verbal or written confirmation. As you were not
in the office and could not be reached by phone [redacted] then requested that he be
removed from the policy along with his 2005 Honda. This transaction was also
completed as requested.  Upon receipt of
your proof of insurance from [redacted] we processed a change to back date and
remove you from the policy. However, there is still a balance owed on policy
[redacted] for coverage provided. We have reviewed both policies in further
details and in line with our company’s guidelines we are in the process of
having the money owed [redacted]sferred over to the previous policy holder’s new
policy. If you have any questions or concerns, please contact, Regional Manager
[redacted] directly at 714-424-[redacted].

Our
records indicate that on April 22, 2016, you contacted the Automobile Club of
Southern California to request a tow service for your [redacted]. You
informed the representative that you wanted your vehicle transported to a
mechanic shop. After the necessary information was gathered,...

the representative
informed you of your Classic membership entitlements; at which time you
declined the service due to the additional mileage charges. In your complaint,
you stated that you made several calls in attempt to use your AAA roadside
coverage plan, although you were offered options that were within your actual
membership benefits. When a tow service was finally sent, your vehicle needed
to be at the mechanic shop by 15:00 in order for it to be fixed the same day. Regretfully,
the service technician in the area provided an expected arrival time of 45
minutes and was not able to deliver the vehicle by the time you stated. You
note that you then rented a vehicle at [redacted] Rent-A-Car. As a result, this
prompted you to file a complaint with the Revdex.com. In regards to
your inquiry covered Emergency Roadside Assistance benefit, please visit our
website at www.aaa-calif.com for additional
information. Please search the keywords, “Online Member Kit” for access to our
Member Resources section that includes, the Member Guide where Towing Service
can be found on page three. Additionally, in regards to your request for
reimbursement, please reference page five which states reimbursements will only
be considered for those membership services which the Auto Club provides
without charge. As such, your request for reimbursement is declined as a result
of the service you requested not being a benefit under your membership and
having offered you local alternatives. Information received from our members
allows your Club to review valuable information shared by our customers. In
your inquiry, you also express your dissatisfaction with the customer service
you received. Please be assured that we have personally reviewed your specific
concerns with our management team for immediate review with all parties
involved. If you have any questions, please contact [redacted]

Your Revdex.com complaint...

only provided us your name and address listed in
Arizona so a complete review was conducted. We have located the following
memberships that have outstanding balances and were referred to outside
collection companies under your name:
 
[redacted]3 – Balance due of $60.00 was referred to [redacted] Collections on
June 1, 2009.
This membership expired 12/3/2008 and no renewal payment was received.
You called on 12/10/2008 and requested service which was provided. Renewal
offers and balance due notices were mailed to the address on file of [redacted] with no response. There were no
address updates provided by you and this was referred to [redacted] for further
collection efforts. [redacted] has advised us you called their office on March 4, 2011
to inquire if this balance could be removed from your credit report if paid.
They stated you would need to speak to a supervisor. You updated your address
with them to [redacted] and stated you would call back but there
are no records indicating you did. [redacted] also advised us the last address you
listed with them has an attachment to the address you now write to us from in
[redacted].
 
[redacted] – Balance due of $52.17 was referred to [redacted] on
November 1, 2012.
This membership had a 5th chargeable service on February 7,
2011 and the balance due notices were mailed to the address on file [redacted]. Membership was cancelled for non-payment in March
2011. Prior to being referred to [redacted] you spoke to our representative [redacted] on
August 23, 2011 and August 23, 2012. Both times he advised you that the
balances were valid and explained why.
 
These above balances have been verified as valid and are not for
automobile insurance coverage but for the roadside assistance memberships with
the Automobile Club of Southern California. We have sent you a call detail form
showing the services rendered for each cancelled membership. We are confirming
the balances owed as valid and urge you to clear them with each respective
outside agency. You
have a current membership [redacted] with us now which has been valid since
November 15, 2014. It is important to clear the balances for the prior
memberships to avoid interruption of your current membership. For any further
questions please contact [redacted] at [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 do not accept AAA's response not only because it is false, but also because AAA is not taking responsibility for their fraudulent actions.  In response to their message, while I had purchased auto insurance on the date mentioned, I NEVER purchased homeowners insurance.  While I had asked for a quote, I never accepted it because it did not fit my needs.  As such, I NEVER signed NOR AUTHORIZED the purchase of said homeowners insurance.  While the response from AAA mentions that I never signed anything, they gloss over this fact by making it seem that the $10 withdrawal had to do with the homeowners insurance, when in fact those $10 were for AUTO insurance.  I am disappointed that AAA is trying to simply gloss over such an egregious and deceitful act.  
Regards,
[redacted]

This is in response to
your continued concerns filed with the Revdex.com serving San
Diego, Orange and Imperial Counties. Regarding your concerns on the lack of
return calls from [redacted], our records reflect that [redacted] has not
received any telephone calls from you since our last written response. Having
received your response to our letter, a member of our management staff, [redacted] attempted to contact you to address your concerns. Unfortunately, his
attempt to speak to you directly was unsuccessful. As such, he left you his
contact information to return his call. At this time, he has yet to receive a
call back from you. Our records reflect that your membership is on schedule to
renew on March 18, 2017. Upon your receipt of the renewal, you will have a
choice to renew your membership, at our Classic level for $53.00 or at our
Premier level for $109.00. You will receive the renewal offer in the mail 45
days prior your renewal date. [redacted], should you have additional questions
regarding your membership, please do not hesitate to contact [redacted], at
[redacted].

Upon receipt, we forwarded your concerns to
the manager who oversees our contractual relationships with the towing
companies and requested an investigation into this incident. Their
investigation included speaking with [redacted] regarding their service technician,
Mr. [redacted]’ handling...

of the battery installation on your 2006 Volkswagen
Beatle as well as speaking with your service advisor and service manager at
Volkswagen of Garden Grove, Mr. [redacted] and Mr. [redacted]. We were informed
by Volkswagen that they reviewed your claim regarding the damage to your hose
with the two service technicians that worked on your vehicle. They indicated
the battery replacement performed by [redacted] would not have caused the
crack. They further stated your hose repair was simply normal “wear and tear”
and the hose in your vehicle was in fact quite brittle. Lastly, it’s our
understanding that you reviewed this matter with Field Supervisor [redacted] on June 22, 2016. Because your satisfaction with our services is of
great importance to us, Mr. [redacted] informed us that he asked [redacted]
Towing to fulfill their goodwill gesture of $91.80 for the hose, which has been
sent you under separate cover. If you need to discuss this further, please
contact Mr. [redacted] directly should you desire to do so at 714-424-8192.

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 response AAA provided is not correct and they know it. Car had a flat tire and instead of staying on the side of the road where it was dark, we parked in the next available parking lot and waited for the driver. The vehicle was not "Just Purchased". Even service manager called and said she would approve the tow regardless what the driver determined, nut the driver refused due to low pay AAA offers. Service manager's notes is in the AAA system already, because I verified by calling. So, this response is baseless and the person who wrote it is a liar. So disappointed in AAA and the way they handled this. They are quick charging the membership fees, not so much to provide service. It feels like this is a fraud company with gutless management.
Regards,
[redacted]

At this time, your concern is regarding a
diminution of value claim that you have presented for your vehicle. Proof of
claim was submitted in an online report that factored in the vehicle
information, the repair cost, and damage to the vehicle as submitted by you. As
noted, there was no structural damage to your vehicle and the repairs were
cosmetic in nature. The amount you have requested $2,498 is the exact amount
the online service provided based on incorrect information. In response to your
concerns we have attempted to keep an open line of communication to foster
fruitful discussions to this matter. As per a conversation with [redacted], on
February 5, 2018, you are not willing to discuss this matter further outside of
the bounds of the Revdex.com. In an effort to move this matter
towards resolution an offer was made to reach an amicable resolution of this
matter. The undisputed amount of $153.63, for the diminution of value portion
of your claim was already issued to you. Although we question that there may be
a diminution of value claim from such a minor loss, we would be willing to
compromise an additional $100 to resolve your claim at $253.63. We will require
a signed release prior to the issuing of any additional payments. Should you wish
to discuss this matter further, please contact manager [redacted] at [redacted].

We understand you requested a quote for auto insurance online and an agent from the Rancho Cucamonga branch responded. We want to personally apologize if you perceived, for any reason, the service you received was unacceptable or that our employee was rude. That is not how we want to provide...

legendary service. We also apologize for any miscommunication and inconvenience you experienced during this process. Per our underwriting guidelines we must have proof of prior insurance whenever we write a new policy with comprehensive and collision coverage. 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 the seven day window, you received the cancellation email from Mr. [redacted]. It is also our understanding that your policy has been cancelled and a full refund issued. Regional Manager, [redacted] is also available to assist you. If you have any other questions or concerns please do not hesitate to contact [redacted] at 951-637-8586.

On January 15, 2016, you purchased automobile
insurance policy, [redacted], and homeowners insurance policy, [redacted],
over the phone from sales agent, [redacted]. During the transaction, Ms.
[redacted] quoted you a homeowners insurance premium of $1,285, which included a
replacement...

cost of $425,000 based on the information you provided. Ms. [redacted]
then bound both of your policies and set up a home inspection appointment. On
January 21, 2016, your home inspection was completed and the replacement cost
of your home was valued at $626,168. This changed your homeowners insurance
premium to $1,617. Ms. [redacted] then spoke with you on January 27, 2016 and
explained the home inspection discoveries and the change in premium price. Ms.
[redacted] states that you did not agree with the premium change and requested to
cancel your home insurance policy as well as your auto insurance policy. Ms.
[redacted] then reminded you that a short-rate cancellation fee would be applied
for cancelling the insurance within the first year, at which point you became
upset and requested to speak with Ms. [redacted]’s manager. On February 17, 2016,
[redacted], Insurance Business Manager, attempted to contact you via email as
well as by phone. On February 18, 2016, Ms. [redacted] received an email from you
stating you would contact her at a later date. On March 3, 2016, you spoke with
Ms. [redacted] and reviewed your home inspection discoveries. Ms. [redacted] explained
that the replacement cost was accurate and would provide the best protection
for your home. You did not agree and stated you would be seeking insurance with
another insurance carrier. On a later date in March 2016,
you emailed Ms. [redacted] stating you did not want to pay the short-rate
cancellation fee and would be filing a complaint with the RevDex.com. Ms. [redacted] responded to your email and explained that if you provide
proof of insurance from your current insurance carrier, your policies with the
Exchange would be cancelled immediately and the cancellation fee would be
waived. Ms. [redacted] also offered you the contact information to our insurance
affiliate, AAA Agency. Unfortunately, Ms. [redacted] has not received any further
communication from you. Your homeowners insurance policy then cancelled on
April 5, 2016, due to no signed documents. Mr. [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 [redacted] at [redacted]

On June 2, 2016, you purchased automobile
insurance policy, [redacted], over the phone from sales agent, Lonny [redacted]. During
the transaction, Mr. [redacted] quoted you an annual premium of $2702, and explained
that after the 10% down payment of $270, the nine monthly installments would
average...

$280 which included any service fees. Unfortunately, Mr. [redacted] did not
fully disclose our billing procedures to you. Mr. [redacted] then bound the policy
for an effective date of June 3, 2016. On August 9, 2016, you spoke with
[redacted], Insurance Business Manager, regarding your concerns. Mr.
[redacted] apologized and thoroughly explained our billing procedures and agreed
to waive the current monthly installment’s finance charge in the amount of
$26.62. Mr. [redacted] also explained that in order to avoid any further finance
charges the policy would need to be paid in full. Ms. [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. We fully investigated your concerns and took appropriate action to ensure
no further incidents of this nature recur. Should you have any questions,
please contact [redacted] at 866-714-6313 ext.[redacted].

Revdex.com:
I have received the refund, so everything is ok. 
Regards,
[redacted]

It is our
understanding from your correspondence to the Revdex.com that on
October 9, 2015, you spoke an insurance agent Simi Valley branch by phone to
purchase auto insurance. You state the insurance agent said you would have to
sign up for auto pay and requested your debit...

information, you advised the
agent you only had a savings account. The agent took your account information
and advised the policy will start once the payment goes through. The payment
did not go through and the agent advised you could not get insurance because
you do not have a debit account yet you have a debt on your credit report. You feel
you never had an active insurance policy with the Auto Club, and want the debit
removed and no outstanding balance due. Regional Manager *** *** has
attempted to contact you to discuss your concerns but as of this writing has
not spoken with you. Mr. *** has reviewed the auto policy written by the
agent. The policy was purchased on October 9, 2015, and cancelled by the Simi
Valley insurance agent on October 20, 2015, as you had purchased insurance
elsewhere. Your auto insurance with Auto Club was inforce for ten days
resulting in a $78.00 balance owed. We ask that you please contact Mr. ***
directly at 661-***-*** at your earliest convenience. He is anxious to address
any questions you may have.

In
reviewing the information you sent to the Revdex.com, your request
for assistance centers around how your policy coverage applies while driving in
Mexico. According
to the information contained in our claim file, this loss occurred while you
were traveling in Mexico. It is...

our understanding you had another incident
while in Mexico on May 21, 2017 in which your vehicle was stolen. During the
handling of that claim, you explained to us it was your understanding your
Members Automobile Policy with the Interinsurance Exchange of the Automobile
Club provided coverage to you while driving in Mexico within a certain distance
from the boarder of the United States. At that time our Claims Service
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. Because of your misunderstanding we agreed to cover the theft
loss. However at that time we 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 further questions or concerns, please contact claims manager, [redacted]

It is our understanding that on April 9,
2015, you spoke with our agent, Ms. [redacted], who provided you with a
quotation for an auto insurance policy. Subsequently, on April 30, 2015, you spoke to our Policy Management Group
representative, Mr. [redacted], as you had not received the...

gift card and he
informed you that you would receive the card within a week. We apologize for
this miscommunication whereas it should have been explained that, as listed on
our promotional offers, eligibility for the promotion is limited to one per
household per 6 months and that it can takes 6 – 8 weeks for delivery, as the
gift cards are fulfilled directly from a central fulfillment facility. Ms. [redacted] has
spoken to you in regards to your concerns and explained that unfortunately, due
to the previous quote provided on December 11, 2014, you were ineligible for the
promotional offer on April 9, 2015, since the two quotes provided were within
the 6 month period. However, because of the miscommunication, we have consulted
with our Marketing Department to arrange for a gift card to be mailed to you,
in which you should be receiving within the next 2 weeks. We apologize for any
frustration you experienced in this process. Should you have any questions,
please contact [redacted] at [redacted].