Automobile Club of Southern California

We extend our sincere apologies for the frustration you experienced when you visited our [redacted] branch to inquire about a notice you had received from the Department of Motor VehiclesIt is our understanding you came into the [redacted] branch to inquire about this notice, which stated the registration for your Chrysler had been suspended due to “no proof of insurance.” You feel you were treated rudely by a branch supervisor who denied you service because you did not have a current membership with usYou also believe Club membership should not be a requirement for insurance and you are unhappy that resolving the matter took several monthsBusiness Manager [redacted] informs us that she has left two voice messages requesting you contact her to discuss your customer service concerns but as of this writing, she has not received a return callWe sincerely hope you contact [redacted] at [redacted] If you are unable to reach her, please feel free to contact Regional Manager [redacted] directly at [redacted]

We note that you say you did not request insurance from the Automobile Club of Southern CaliforniaHowever, Mr [redacted] did request to add you to his auto insurance policy [redacted] as his spouse effective August 21, Per his request we completed this ***sactionOn October 12th [redacted] visited the Huntington Beach office and requested to remove you and your vehicle from the policy, stating that you were now separatedPer our company guidelines we cannot remove a spouse from a policy without their own verbal or written confirmationAs 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 HondaThis 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 policyHowever, there is still a balance owed on policy [redacted] for coverage providedWe 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 ***sferred over to the previous policy holder’s new policyIf you have any questions or concerns, please contact, Regional Manager [redacted] directly at 714-424-***

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 carrierThe representative explained that you would be charged a fee for cancelling within the first yearYou disagreed with the fee and asked the representative to waive the feeYou then cancelled your insurance with an effective date of March 2, On April 19, 2016, your cancellation fee of $was waived and reflected on your automobile insurance policy account the same dayYour account now reflects a remaining balance of $for earned premiumTo make a payment or discuss these matters further, we encourage you to contact our collections department at 714-885-

Again, we apologize if you perceived for any reason the service you received was unacceptable and for any miscommunication and inconvenience you experiencedOur underwriting guidelines requirement is to have a primary address listed for our insuredsWhen a new policy is written we have a seven day window to provide this information to an underwriterBecause that information was not received within that time is why you received the cancellation email from our underwritersIt is our understanding that since your correct and complete address was not received that your policy has been canceled and a full refund issuedIf you have any questions, we encourage you to 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 Regards, [redacted] They keep saying because of my misunderstandingThere was no misunderstanding at allThey offered me that from the get go, and now they are trying to put it in meSorry but they are full of itAnd yes they did say that I needed to buy insurance In Mexico and I told them noI told them this policy covers me alreadyWhy would I purchase something I alraeday hadthat's stupid from their kart

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 inspectionOn 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, 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 systemOn April 14, 2015, he uploaded the original photos notifying our underwriting department which resulted in the removal of the pending cancellationMeanwhile, 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 concernsHe 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 $Your refund is being processed and you should receive it within weeksAdditionally, 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 ClubPlease accept our apologies for our service failuresWe assure you that these service failures do not meet our corporate standardsIf you have any questions or concerns, please contact [redacted] , Regional Manager, at [redacted]

It is our understanding that you received a promotional flyer from our Marketing Department offering a gift card for an auto quotationHowever, in your letter you state that you have not received our gift, and that our agents have attempted to communicate with you, requesting more informationPlease accept our apologies for any misunderstanding you may have experienced regarding our quotation processOur agents followed up with you to complete the auto quotation, which would have generated a gift card being mailed out to youSince the quotations were not processed to completion, our fulfillment department never mailed you our promotional giftNevertheless, on March 19, 2015, a request to have an [redacted] card mailed to you was processed, which you should receive in four to six weeksOur goal is to ensure that our members are provided with the highest quality of service and that expectations are metShould you have any questions, please contact [redacted] at [redacted]

Your Automobile Club of Southern California membership non-renewed on 12-16-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 areaTheir records state they provided a battery for your vehicle on 11-29-They also show you made subsequent calls to them on 12-21-and 12-22-for the same battery issuesThese services were verified as valid, so your expired membership did not cover them and, as a result, you were billedNCNU stated the battery was not the issue but your statement says that it was replaced because it was the issueSince 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

We are sending you an itemized statement for your review that shows the reason we are billing you the balance of $for your last term of coverageThis was effective May 17, until cancelled for non-payment on February 21, If you have proof of insurance coverage elsewhere for your vehicles prior to our cancellation date, your balance can be adjustedIn your Revdex.com complaint, you stated you were treated unethically by one of our collection staffYou asked to be transferred to a supervisor and state you were hung up onOur 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 callWe value your input and thank you for allowing us to internally review this issueWe feel confident that this issue has been reviewed properly and we will continue to monitor and improveIt is never our intent to have our member have a negative interaction and though it is possible, we work hard to discourage itWe hope this explanation is sufficient and we are open to any further feedback you may haveFor any further questions please contact [redacted]

Your complaint states you acknowledge receiving roadside assistance on 6/22/yet you do not acknowledge requesting roadside assistance on 7/7/and 7/19/15.The synopsis below is of the service calls requested on your membership 6/22/15, 7/7/and 7/19/15: Date: 6/22/ Time: 5:43am Location: [redacted] *** [redacted] Cross Street: [redacted] Vehicle: [redacted] License: [redacted] Problem: Jump Start Additional information: Low clearance garage/unit Date: 7/7/ Time: 6:46am Location: [redacted] *** [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/ Time: 10:56am Location: [redacted] *** [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/This action will ensure you are able to request service without pre-paying a $service feeRecords indicate your dues for the term beginning 8/7/15-8/6/have already been applied to your membership account at the Premier levelYou will have four service calls available on 8/6/Thank you again for your years of continuous membershipIf 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.Dear Revdex.com,Thank you for your helpMy complaint has been satisfactorily resolvedThe company explained what had happened, stated they have taken steps to prevent further issues,returned my benefits, and issued a full refund.Complaint ID: [redacted] Sincere thanks, [redacted] Dear Revdex.com,Thank you for your helpMy complaint has been satisfactorily resolvedThe company explained what had happened, stated they have taken steps to prevent further issues,returned my benefits, and issued a full refund.Complaint ID: 11400071Sincere thanks,Joseph Stewart

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

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

On October and 25, 2015, you contacted the Automobile Club of Southern California requesting battery service for your Chevrolet TahoeOur records indicate that our service representative who received your service request on October 21, 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 systemWhen the tow unit arrived from [redacted] ’s Towing & Recovery, the driver unsuccessfully attempted to jump start the vehicleHe then suggested that the alternator may be faulty and, as an alternate solution, your vehicle was towedYou again contacted the Auto Club on October 25, to request emergency roadside serviceYou indicated that, although your mechanic had replaced the alternator, the vehicle continued to experience starting issues and you requested warranty replacement of the AAA batteryA 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 retestingYou declined his direction for resolving the issueIn your inquiry, you stated that you had not been properly informed of the AAA battery warrantyThis resulted in your being inconvenienced when the battery was not replaced and you were instead referred to a repair shop for further charging and diagnosisBased on your experience, we have reviewed these events with all parties involvedWe have reiterated the importance of properly dispatching the service unit most capable of serving the member’s needsIn addition, the service provider has been coached on the importance of providing test results to our members, and the need to avoid providing repair adviceIn your case, the first technician should have simply referred you to an AAA-approved repair facility for proper mechanical diagnosisOn behalf of our entire organization, we extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experienceAs 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 CostcoAlthough 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 youAs such, we provided an AAA battery reimbursement check in the amount of $In addition, the service calls from October 21, and October 25, 2015, will be removed from your current membership periodIf you have any questions, please contact Ms [redacted] at (562) [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 have been shown no "PROOF" of doing anything that was not offered with their agreement when I first went with A.A.A., they sent a generic letter stating I did something wrong, Like something pushed out of a computer, and no "PROOF" OF WHAT I DID, No evidence of any wrong doings?? And to be terminated after years!!! I WANT PROOF, And a reason for being terminated, I paid for years, never even used all what was offered from the, as with a free rental car when broken down, or hotel if on vacation, I never ever used anything like that? I just called when my car broke, had towed to a shop for repairs, or to my home as stated in the agreement we signed years ago Please, I want PROOF of what I did to be terminated, I know I did NOTHING WRONG, so that is why they will not go as far as to do so, I am being tried as "Guilty before I can show innocent’s” that is Not fair!!They also refuse to talk to me, no matter who I try to speak with, all tell me Nothing can be doneNot Fair [redacted]

According to our records, there were several attempts between you and [redacted] to contact one another in regards to the matterIt 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 reinstatedRegrettably, our dates of availability did not accommodate your work scheduleAs 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 teamAfter 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 complicationsUnder circumstances, an inspection would be required for all new homeowners insurance policies covered with Exchange, regardless of any previous photo inspections on fileNonetheless, 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 metWe sincerely apologize for the frustration and inconvenience that this process may have caused youWe understand the issue has since been resolved as your homeowners policy has been reinstated without lapse in coverageShould you have any questions, please contact [redacted] at [redacted] Ext [redacted]

We are in receipt of your communication with the Revdex.com regarding your Department of Motor Vehicles (DMV) transactionIt is our understanding that you spoke with our Branch Manager, [redacted] , in Surf City during your branch visit on 6-16-At that time you processed the renewal registration for your Lexus, which was due on 4-2, As part of the DMV process a late fee was appliedYou expressed your concern of receiving that late feeAs a courtesy, our Branch Manager offered to submit a refund request to the DMV on your behalfIn August you brought in the Refund Application and it was submitted to the DMVThe DMV is considering your refund request in the amount of $which represents the penalty assessed to youas a result of the late registration payment on your ***The DMV transaction that was processed in the Surf City branch in October of had no impact on the issuance of your Renewal Notification for your LexusAlthough our team member neglected to provide you with the new plates when the transfer of your [redacted] plates to your [redacted] took place, it had no impact on your renewal noticeWe regret that you felt the Branch Manager passed the responsibility of the error to the DMVUnfortunately a refund request from the DMV can be a lengthy processWe thank you for your patience while this matter is being looked intoOn your behalf, we have made contact with the DMV to help expedite their decisionYou will receive written correspondence directly from the DMV regarding their decisionIf you have any questions, please contact [redacted] at 714-593-

On June 2, 2016, you purchased automobile insurance policy, [redacted] , over the phone from sales agent, Lonny ***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 $which included any service feesUnfortunately, Mr [redacted] did not fully disclose our billing procedures to youMr [redacted] then bound the policy for an effective date of June 3, On August 9, 2016, you spoke with [redacted] , Insurance Business Manager, regarding your concernsMr [redacted] apologized and thoroughly explained our billing procedures and agreed to waive the current monthly installment’s finance charge in the amount of $Mr [redacted] also explained that in order to avoid any further finance charges the policy would need to be paid in fullMs [redacted] , we sincerely apologize for any misunderstanding and for any frustration we may have caused youPlease be assured that it was never our intention to mislead you in any wayWe fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recurShould you have any questions, please contact [redacted] at 866-714-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 Unacceptable! First of all, may I ask who's responding to this case I have opened with the Revdex.com? Secondly all transactions will remain either written, posted and/or communicated through the Revdex.com portalLastly, whoever responded failed to take notice of debris in the roadway forcing my actionExplain if you will how can I be at fault for something that's clearly DAMAGED NOT 100% IN TACT? and pieces of it is in my direct line of path and there's no posted directional signs in sight! What is the logical course of action for a sensible driver to make in an unfamiliar area for the first time with debris in their path, I truly wonderGo through it? NO Go around it missing it entirely? YES This particular cross section is a HAZARD & a FATALITY waiting to happen! YES Allow me to reiterate (DAMAGED BARRIER) HMM? Who could be at fault? Let me think? Any driver? NO City maybe? YES WHY? (Thinking as the city) it was our intention to prevent incidents giving public fair warning, but that warning barrier has been demolished by a prior incident leaving a dangerous obstruction in the roadway! Should this be addressed immediate to prevent future incidents? YES I think someone from [redacted] with a keen eye (Having a much better outlook or prospective) needs to re-evaluate this particular situation before handing down an unfair judgment and concluding 100% INNOCENT! 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 did not call me to take my son out of the membership or advise me what happenedI called them after I received a bill stating the amountBefore my son called them for services, I was informed that my son could use my calls for service, his calls for service and my partner calls of service since we had three people as membersNot one time me, my son, or my partner were informed about going over the amount providedAt one point, a customer service representative stated they do not need to let anyone knowAAA can provide all the calls made by me to them, since all the calls are recordedThey are lying and trying to make me paying for their miscommunication with meI agree pay when I am wrong but I will not pay for something that I did not agree or was not informed about Regards, [redacted] ***