Automobile Club of Southern California

It is our understanding that you obtained an auto quote from sales agent [redacted] reflecting an annual premium of $966. Since we were unable to verify your current odometer reading at the time, your quote was based on an estimated annual mileage of 7,700. On August 17, 2015, you met with Mr. [redacted]...

to purchase your auto policy and provide your current odometer reading of 20,937. When processing your application with your current odometer reading, your calculated annual mileage of 15,438 exceeded the mileage range reflected in your quote. [redacted] immediately contacted you advising of this and that your annual premium would increase $120 annually. He obtained your acceptance of the premium increase and adjusted your policy accordingly. We issued a policy declarations page on August 19, 2015, reflecting the adjusted annual mileage and an annual premium of $1,086. You visited our Poway branch again on August 18, 2015, requesting to add comprehensive and collision coverage with a $500 deductible to your policy, increasing your annual premium to $3,278 or a prorated increase of $2,192. We issued an updated policy declarations page on August 19, 2015, to reflect these changes and your new annual premium. On September 21, 2015, you provided us with a new current odometer reading of 22,129. Utilizing your previous odometer reading of 20.937 obtained on August 17, 2015, and your most current odometer, we recalculated your average annual mileage to be 14,304. We adjusted your annual mileage accordingly, generating a prorated premium credit of $129 and decreasing your annual premium $142. We issued an updated policy declarations page on September 23, 2015, reflecting this adjustment effective September 22, 2015. Auto pay is offered as a payment option to our members for all of our products but we do not charge a processing fee for this service. Additionally if a premium is not paid in full for any policy term including first year policies, insured’s have the option to make up to 9 monthly installments in addition to the down payment for first year policy holders. If choosing the monthly installment option, finance charges do apply on the unpaid balance starting with the second billing. This is outlined in our insurance information packet provided to you with your insurance application. [redacted], Insurance Business Manager in our Poway branch, advised that he spoke to you on December 9, 2015, to address your concerns. You requested to cancel your policy but advised that you did not have insurance in force with another carrier. He informed you of our short rate cancellation fee if you request to cancel your policy or if your policy cancels for non-payment any time during the first policy period. This information is provided to you on page 2 of your policy application as well as in our insurance information packet.  As a result, we did not cancel your policy at that time. Please accept our apologies for the difficulties you have experienced. If you have any questions or concerns, please contact [redacted], Business Development Manager, directly at 760-[redacted].

On May 19, 2016, you purchased automobile
insurance policy, [redacted], over the phone from sales agent, [redacted]. During
the [redacted]saction, Ms. [redacted] informed you that your prior automobile insurance
policy, [redacted], which cancelled on April 8, 2016, still reflected a
balance due of...

$100, which needed to be paid in order to start the new policy. You
agreed and authorized Ms. [redacted] to process the payment via electronic check for
policy [redacted] in the amount of $100, which settled your past due balance.
Ms. [redacted] then quoted you an annual premium of $1,652 for new automobile
insurance policy, [redacted], which required a down payment to be collected
in the amount of $166. You authorized Ms. [redacted] to process the down payment via
electronic check in the amount of $166. Ms. [redacted] then bound the new automobile
insurance policy for an effective date of May 20, 2016. The total of the
amounts you paid on May 19, 2016, with Ms. [redacted] was $266. Subsequently on May
20, 2016, you contacted our collections department and made a payment on
automobile policy, [redacted], in the amount of $100. This payment was not
required, however, because you had made the payment with Ms. [redacted] the day prior
on May 19, 2016, which reduced your balance due to $0. Processed payments do
not immediately reflect in our systems and your payment of $100 on May 19, 2016
with Ms. [redacted] had not yet posted when you contacted our collections department.
On May 23, 2016, you contacted [redacted], Insurance Manager, and explained
that a duplicate payment in the amount of $100 was withdrawn from your
financial institution. Ms. [redacted] informed you that she would research the
issue and follow up. Ms. [redacted] then discovered the payment you made on May
20, 2016, and requested the amount be refunded to your financial institution. Ms.
[redacted] then contacted you the same day on May 23, 2016, and informed you that
the refund request had been processed and that the funds may not reflect in
your financial institution’s account for 3-5 business days. On May 26, 2016,
the $100 payment made to the collections department was refunded to your
financial institution. Ms. [redacted] contacted you the same day informing you
your funds had been returned. You then informed Ms. [redacted] that you would be
continuing your automobile insurance coverage with us and that your financial
institution waived all of your overdraft fees. If you have any questions,
please contact Ms. [redacted] at 714-885-[redacted].

It is our
understanding that you received a solicitation flyer in your mailbox from Sales
Agent, [redacted] on April 9, 2015. She was unaware of Section 1725 of the
U.S.C. Title 18 which prohibits placing mail-able materials with unpaid postage
in consumer’s mailboxes. Her intent was not...

to avoid paying the postage but to
deliver a more personalize communication in the hopes of getting to know the
consumers within her community. She has been advised to cease this type of
distribution practice in the future. Please accept our sincere apologies for our
failure to properly distribute solicitation flyers and allow us to assure you
that this business practice does not meet our corporate standards. If you have
any questions or concerns, please contact [redacted], Regional Manager at
[redacted].

Per your correspondence, you had contacted
AAA Northern California, Nevada & Utah (NCNU) seeking assistance in Castro
Valley, CA due to experiencing a flat tire on your vehicle. Regrettably, there
was a delay in providing you with the requested assistance, which ultimately resulted
in...

your husband coming to your aid and changing out the flat tire on his own. Additionally,
your request for follow up was met with disappointment as you did not receive
the contact that you had requested with both AAA NCNU and the Automobile Club
of Southern California (Auto Club). On behalf of our entire organization, we
would like to extend our sincerest apologies to you as we were unable 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.  Please be
assured that your concerns were reviewed with both AAA NCNU and Auto Club
staff. We thank you for 33 years of membership. As a show of good faith, we
will be refunding your prior year’s membership dues and will be providing you
with a complimentary membership for the current renewal period. If you have any
questions or comments, please contact Mr. [redacted] at ([redacted]

It is our understanding that on November 25,
2013, you spoke with our agent, Mr. [redacted] who assisted you with the
purchase of a membership and an auto insurance policy. At that time, you
advised Mr. [redacted] that you were now solely driving a motorcycle, and that
you did...

not require any cars on your auto policy. Subsequently, you called our
Emergency Roadside Service (ERS) team to assist you with a tow for one of your
vehicles, whereupon our representative informed you that your membership did
not cover your motorcycle, since it was considered “recreational”. At this
time, you were informed that you could pay an additional fee to have the
appropriate coverage added, which would allow for our ERS team to tow your
motorcycle to a nearby dealership. Our records indicate that on January 29,
2015, you then spoke with our Policy Management Group representative, Ms. [redacted], expressing your wishes to cancel your auto insurance policy and
membership with us. Mr. [redacted], Insurance Business
Manager, confirms that he spoke with you on March 11, 2015 regarding your
policy and membership concerns, and that an additional refund for your total
membership period in the amount of $92.00 was processed on March 12, 2015. Please
accept our sincerely apologies for Mr. Sandoval’s error when binding your
membership. Regrettably, he made a mistake when he did not provide you with the
appropriate roadside service coverage for your motorcycles. We appreciate you
bringing this issue to our attention as it allows us to review our internal
processes and improve overall member service. If you have any questions, please
contact [redacted] at [redacted].

As this is
the second response letter being prepared and the first response has already
addressed your concerns regarding the monthly payments on your auto policy,
this will specifically address the concerns you’ve outlined in your letter to
the Revdex.com. Your communication...

states you were quoted $60. Upon
review of the new business application, which you signed electronically, we
confirmed that your policy was bound at an annual premium of $1011. You made a
10% down payment of $102 and were set-up for 12 monthly automatic payments. We
apologize if you were under the impression that your monthly payment would be
$60 per month. However, an annual premium of $1011, minus the $102 down payment
is $909 and would not divide out to a $60 monthly payment. We confirmed with
the Sales Agent that assisted you, [redacted] from the West Hollywood branch,
that he reviewed your monthly payments with you at the time of purchase. In
addition, a payment schedule was included in the new business declaration page
which was mailed to you on June 20, 2017 indicating a monthly payment of $90.26
per month. We are sending you a copy of your new business declaration page,
including the payment schedule, and a copy of your new business application for
your review. Further, you have alleged that Mr. [redacted] instructed you to “lie to
someone” in order to obtain a lower rate and when you “told that guy that the
other guy told me to lie,” he doubled your rate. This statement in your communication
to the Revdex.com is vague, however, we are clear on your statement
due to the fact that we researched and handled these same concerns in the
response prepared for the California Department of Insurance (File# RUS –
[redacted]). To clarify, you are alleging that Mr. [redacted] advised you to lie to our
Underwriting department when they attempted to confirm your marital status. The
reason we needed to confirm your marital status is that you were listed as
married on your auto insurance policy but there was no spouse listed on the
policy. Therefore, we needed to confirm this information was correct and
confirm any additional residents in your household that were not listed on your
policy. On August 15, 2017 you spoke with Underwriting Manager, [redacted]. You
verified with Mr. [redacted] that there is an additional resident in your
household by the name of [redacted] and your marital status is single. The
correction to your marital status from married to single resulted in a new
annual premium of $1075 for the year, a $64 annual increase from the original
$1011 bound premium. Your communication to the Revdex.com advises
that your rate was doubled. To confirm, the correction to your marital status
resulted in a $64 annual increase, it did not double your premium. Further, you
also advised Mr. [redacted] that Mr. [redacted] advised you, via email, to give false
marital status. Our Human Resources department has reviewed Mr. [redacted]’s emails
and found no evidence to support your allegation that he advised you to lie. In
regards to your request for a refund, we provided coverage from June 14, 2017
to August 16, 2017. During that time frame, we collected a total of $192.26;
$102 down payment and $90.26 for your first installment. Based on the dates we
provided coverage, you currently owe $9.87 of earned premium. Therefore, we
cannot accommodate your request for a full refund. If you have had concurrent
coverage with another company during this time frame and can provide proof to
us, we could cancel the policy from its inception and provide a full refund. Otherwise,
we cannot accommodate your request for a full refund at this time as the amounts
collected are considered earned premium. We apologize for any inconvenience
this may have caused. If you have any questions or concerns; please contact
Regional Manager, [redacted] directly at 562-377-[redacted]

Review: When Precision game me back that broken car they were supposed to fix. the car was very bumpy and it served to the side and it injured my neck.Desired Settlement: I do not feel driving my 2013 Honda accord anymore and I would like a new one.

Business

Response:

We have reviewed the request for assistance which indicated you were dissatisfied with the condition of your vehicle when it was returned to you and posed a safety concern. The correspondence also advised you no longer felt like driving your 2013 Honda Accord and requested a new one. The file indicates you chose Precision Auto Body and Painting for the inspection and repairs of your vehicle. The auto body repair shop manager, [redacted] has stated your vehicle was temporarily returned to you on October 7, 2014 as you were in need of transportation while the shop was attempting to have a new wheel chromed black to match the existing wheels. It is very concerning and disappointing that the shop did not test-drive your vehicle on the freeway prior to temporarily returning it to you. Had they known the vehicle would shimmy at freeway speeds, we have no doubt they would not have allowed you to take possession of it. Mr. [redacted] did advise us that the vehicle was returned to them once the safety concern was made known, and the shop returned the vehicle to you on October 17, 2014 with the new replacement wheel installed. We noted your request for assistance was made prior to the vehicle being returned to you. It is our hope that the safety concerns you were experiencing have been eliminated with the installation of the new wheel. It is our understanding that Claim Manager, [redacted] had the pleasure of meeting with you on October 22, 2014 regarding the repairs to your vehicle. During the meeting, the rear door shells were adjusted to improve the fit and ease of use. During the inspection of the Honda, it was discovered that clear protective decals on the doors and rear bumper cover were missing. The replacement parts have been ordered and are scheduled to be installed when you return to the shop on Friday, November 7, 2014. We have requested the shop arrange for a safety inspection at the local Honda dealer while the vehicle is in their custody in hopes that this will provide you with added confidence in the quality of the repairs made to your vehicle. While your vehicle was under repairs, the shop as an intended customer service, used touch-up paint on the front hood in an attempt to cover rock chips. They mistakenly thought that it would be an appreciated improvement. Unfortunately the touch-up paint did not have the desired effect and did not improve the appearance of the vehicle. The shop was able to remove the touch-up paint and it is our understanding they have offered to refinish the hood at no charge due to the inconvenience they have caused you. In your request to the

Review: While shopping for insurance, I was talked into purchasing insurance through AAA by a talented sales associate who was very effective in getting me insured. After a few minutes of analysing I concluded that I did not make a good Decision. I immediately called and emailed the representative and asked him to cancel this policy that was to practically charge me directly in relation to the miles I was driving. For this reason I could not carry such insurance since I am currently on hietas and would like to travel. After this attempt the sales associate waited over 2 days to process the refund and it was discovered that he processed the refund in error. After many attempts and much phone time. About 9 hours of work on the phone and different people I finally had someone from corporate explain what had happened and even with her help it was still an uphill battle. Triple A, the Automobile Club sent only a portion and was charging me a 57 dollar fee for no reason. The Costa Mesa office Manager wanted proof that I was insured on that same day, basically he was implying that I might have used them to get documentation of insurance and cancel on them. This was an insult, but since I am a honest person I sent the proof, claiming that he would rnd the remainder immediately after receiving the document. Yesterday I called again both AAA Costa Mesa , CA and Corporate to find that Mr [redacted] had sat on this until my Friend contacted him and told him thatvwe would drive directly to his office and file a complsint with th3 Revdex.com. Within minutes he answered to our phone messages via email claiming to have just processed the refund.Desired Settlement: The promised remainder of the full refund. An allotment for the time and frustration we suffered a result of this time consuming, demeaning, and offensive behavior by a "reputable" company. Our family and us continue to do business with AAA for other services. We have never had a more lenghty and demeaning ordeal in recovering our funds for a service we immediately considered was not in our best interest. In our experience we have had it easier to take matters to court, than collecting this monies from AAA in Costa Mesa. We Are awaiting the remainder of the refund Mr. [redacted] mentioned would take 7 days.

Business

Response:

We extend our apologies for the frustration you have experienced with our sales agent, Mr. [redacted], and his Insurance Business Manager, Mr. [redacted]. It is our understanding that you have attempted to contact Mr. [redacted] and Mr. [redacted] several times regarding the outstanding refund owed to you from the cancellation of your auto insurance policy, and that your calls have not been returned in a timely manner. Please allow us to assure you that these delays do not meet our corporate standards as we strive to provide our members and insureds with products and service of the highest possible quality at all times. Our records indicate that on July 10, 2014, you obtained an auto insurance policy from our sales agent, Mr. [redacted]. At that time, Mr. [redacted] bound the policy with your registered domestic partner, Mr. [redacted]l, whom you authorized to act on your behalf. After an in-depth conversation between Mr. [redacted] and Mr. [redacted] about your annual mileage, it was explained that the annual mileage you (or, Mr. [redacted]) listed at 1,150 miles a year was not what records showed. Based on the odometer reading Mr. [redacted] provided to Mr. [redacted] versus a recent smog check that was done in 2012, your estimated annual mileage was concluded to be approximately 22,000 miles a year, which, in turn, increased your quoted annual premium to $1,080.00. This occurred because the Auto Club uses annual mileage as a rating factor when determining your premium, in compliance with California Proposition 103. Mr. [redacted] explained to Mr. [redacted], who understood and confirmed the calculations to be correct, that the higher annual miles were reflective of all the extensive driving you have done in the past two years. Mr. [redacted] then received a down payment from you to start your insurance policy in the amount of $162.00. Later that day, you called Mr. [redacted] about your decision to not forgo your auto insurance policy with us and requested to void the transaction. After receiving a prorated refund of $108.00, it is our understanding that you made several direct and indirect attempts to get a hold of Mr. [redacted] and Mr. [redacted] in effort to obtain a full refund of the $162.00 payment you made on July 10, 2014. During this process, you were also in contact with our Policy Management Group, who assisted you in expediting the remaining $54.00 owed you to you. On August 14, 2014, you spoke with Mr. [redacted] who requested proof of your current insurance carrier in order to expedite the processing of the remaining refund, since it was essential to process the cancellation backdated to the time of inception. At that time, you complied with Mr. [redacted]’s request, and one day later provided Mr. [redacted] with the proof he needed. On August 15, 2014, after receiving the evidentiary documents, Mr. [redacted] expedited your request for processing. A refund check in the amount of $54.00 was issued to you on August 18, 2014. Ms. [redacted], Regional Supervisor, informs us that she has called and emailed you as a follow up to your concerns addressed in your complaint to the Revdex.com, but was unable to reach you and could only leave a message. It is also to our understanding that your main concern has been resolved, in which our records indicate a final refund for the amount of $54.00 was issued to you on August 18, 2014. Please allow us to assure you that we have personally addressed this matter with Mr. [redacted]’s senior management team and that the situation has been rectified. Should you have any questions, please contact [redacted] at 714-850-8203.

Consumer

Response:

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.

1.The policy was purchased July 10th, within 30 min after payment was taken, I emailed and spoke to Mr. [redacted] requesting to cancel policy.

Review: AAA Automobile Insurance Company has repeatedly rejected my attempts to pay my monthly auto insurance. After enrolling me as a new customer in August 2015 using my credit card, they have refused to take any further credit card payments and demanded direct access to my checking account or demanded that I pay using my E-banking account and routing number. After attempting to make payments via my E-banking account, I have received three notices by post informing me that my payment was not received and was returned unpaid by my bank. This has happened after a representative from their call center confirmed verbally to me on the phone that the payment was received.Upon canceling my insurance policy with AAA, I have attempted to pay my final payment due at cancelation and had the same issue. AAA Insurance representatives have maintained within 72 hours of my attempted payment that the payment was received and processed. And once again, within a week to seven days of this verbal confirmation by their representatives, I've received another notification that the payment was not received and was returned unpaid by my bank.The bank has investigated and provided confirmation reference number to show that the payment was made, and I am showing a deduction for the amount paid to AAA Auto Insurance on my E-banking balance statement. Furthermore- the posted notice states that I am to call AAA's toll free number between the hours of 7a.m. and 9 p.m. to resolve this and these hours are not valid for anything other than their automated payment system.AAA Auto Club is a reputable company, I believe, but their insurance division has shown unacceptable behavior and practices by not allowing me to pay my entire 6-month insurance premium up front, and by signing me up as a new customer using my credit card and then refusing any further credit card payments for monthly amounts owed. I am considering bringing charges against them, should these rejected payments reflect negatively on my credit report.Desired Settlement: I would like to speak to the vice president of the Member Service Center- Ms. [redacted] regarding this issue. It is then that I will decide whether or not I will proceed with legal action against AAA Interinsurance Exchange.I have invested hours into trying to follow up and resolve these issues with AAA's auto insurance division from September - November 2015, to no avail. I have canceled my policy and merely want to pay the remaining balance owed and be finished with this company.

Business

Response:

It is our understanding that on July 20, 2015 you spoke with our agent, Mr. [redacted], who assisted you with the purchase of an automobile insurance policy. After agreeing to Mr. [redacted]’s quotation, you made a minimum down payment with a credit card for the amount of $127.00. It is our normal business practice to collect at least the minimum down payment to establish a policy, any amount in excess is optional and available upon the insured’s request. Subsequently, on October 2, 2015, after several payments having been returned, you requested to make another payment using a credit card however you were then advised that the available payment options are with use of a debit card or electronic funds transfer. In reference to the issue of the returned payments that you encountered, it was discovered that the routing number provided was incorrect thus causing the payments to be returned. Mr. [redacted], Insurance Business Manager, informs me that on October 6, 2015 he spoke with you in efforts to address your concerns. He offered a one-time exception for you to pay the balance in full on your credit card of choice but regrettably you declined having already cancelled your policy and currently being insured elsewhere. It is our understanding that after receiving your final payment on October 13, 2015 in the amount of $27.08, therefore closing your policy with a $0 balance. We sincerely apologize for any misunderstanding and for any frustration we may have caused you. Please be assured that it was never our agent’s intention to mislead you in any way. Should you have any questions, please contact [redacted] at [redacted].

Consumer

Response:

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.

This claim made by AAA Insurance is untrue. I did receive a voicemail in early October from a Mr. R. [redacted] in which he claimed to be willing/able to assist me with making a credit card payment. When I contacted Mr. [redacted] back several days later, he informed me that the credit card payment could only be made for an ongoing policy and that he could not accept this method of payment for a canceled policy balance. This conversation was recorded and can be produced if needed. I have also consulted an attorney regarding this statement.

Review: I was researching other auto insurance carriers to consider ways to save on auto insurance & met with an insurance agent on July 2nd at the AAA Office on [redacted] The agent told me I set up a policy while I still had my [redacted] policy in effect (to expire 7-6-15) to allow me to be sure I got the factors lined up to qualify for discounts. To start the policy, I had to pay some money down. I paid $500 down using my debit card (more than the minimum required) but I didn't want to authorize monthly autotmatic payments. When I realized the agent had not matched the coverage from my [redacted] policy although I brought it with me to the meeting, and I realized I could not re-join the [redacted] easily (it req'd a lifetime membership of $500). So I did not qualify for the discount. I called the agent 7-6-15 telling him I wanted to cancel and he was rude & tried to negotiate more reductions and began demeaning my choices in coverage. I asked for a refund of the $500 & he was evasive. I went to the office 7-9-15 & spoke to a supervisor who took copies of my [redacted] proof of insurance forms. She apologized for how the agent ([redacted]) had treated me. She assured me I would have a refund within 3-5 days. It has been 8 more days now and no refund. My bank will not help me on the matter as it was a valid charge at the time.Desired Settlement: I wish a prompt refund of the $500 or a large portion of it if there are reasonable fees for cancelling. The policy could never go into effect as it was written due to the unresolved matters ([redacted] -reinstatement cost was very costly.) I believe this company presents itself as honest and a support to drivers. I feel I was disrespected and was lied to. False advertising and policies need to be corrected.

Consumer

Response:

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]

Review: Company misrepresented automobile insurance sale and for "our convenience" and without our knowledge carried undeclared charges against our policy for three years until we owed a balance of $393.00 which they are now demanding. Our policy with them has since been terminated and we are with another company now.

A hard copy of complaint is enroute via US Mail.Desired Settlement: Adjustment of moneys billed vs known charges

Business

Response:

We have been in contact with the

former insured and advised that we would not be charging off any of the earned

premium currently owed to us. We advised that we had been mailing her

statements on a monthly basis for the last three years which outlined all

premium charges. The amount due was clearly stated. Please close case.

Review: In exchange for an automobile insurance quote,they promised me a free $10.00 Target gift cardI did so back in October,24,2013, the gentleman over the phone, after they declined my application due to, it was a pick-up truck that I use for business, informed me that my gift card should arrive within 4-6 weeks. it did not happen so I went to this office and they assured me it was on the way sometime I December 2013, I waited till February, 25, 2014 when I spoke to another female employee last name [redacted], she again assured me it will arrive within a couple of days, guess what I am still waiting, it is a shame that such reputable company would act like that!Desired Settlement: I suggest that if they advertise with such a hook, they should come thru after the quote has been made no matter the outcome!

Business

Response:

Member was contacted and offered apology. We assured him that a $10 Target gift card will be sent out via Fed Ex and should he have any other questions or concerns to please contact [redacted] at [redacted]

Review: Membership Services,

Enclosed you will find a copy of a letter from [redacted], Senior Vice President welcoming [redacted] as a new member to AAA of Southern California.

I am writing to you because I am at my wits end with AAA of Southern California Membership Services. I work in San Diego and handle through POA all of the finances for my Mother [redacted] who resides at [redacted]. Your membership services group repeatedly takes it upon themselves to transfer her AAA membership from Massachusetts to Southern California causing me to have to call and have it transferred back. [redacted] does not now, nor will she ever reside in Southern California so stop moving her membership to Southern CA.

I also want you to move her membership back to AAA of New England immediately.

Please call me to confirm that this request has been fulfilled and let me know what steps you are putting in place to make sure your membership services team never moves her membership without our express written permission again.

Thank you for your anticipated cooperation.

[redacted]Desired Settlement: Place the membership in the correct area.

Business

Response:

You wrote to us

because you believed that three times, the Automobile Club of Southern

California had transferred your mother’s membership from AAA Northeast

(Massachusetts) to the Automobile Club of Southern California without

permission. The first two times, you had to call and have your mother’s

membership transferred back to AAA Massachusetts. You have requested that we

transfer your mother’s membership back to AAA Northeast, and that we take steps

to ensure that her membership is not moved again without your written

permission. Mr. [redacted], our records show that we did receive three separate

requests from AAA Northeast, to transfer your mother’s membership to the

Automobile Club of Southern California. The first request was received on

October 15, 2013, the second request was received on September 25, 2014, and

the third request was received on November 25, 2015. Our records indicated that

each transfer request that was received from AAA Northeast for your mother

referenced a different address in Southern California. When we receive a

transfer request, a membership is established for the member, and a membership

card is mailed to the address on record. When we received the transfer request

for your mother on November 25, 2015, a membership ([redacted]) was

established for her and a membership card and Club Information was mailed to

the address on record ([redacted]);

however, no dues were collected by our Club since her membership dues had

already been paid to AAA Northeast. After we received your letter dated January

24, 2016, we contacted the Membership Department of AAA Northeast and spoke

with a representative regarding the three transfer notices that we had received

from them for your mother because of her change of addresses. The

representative said that their records indicated that they had received all the

change of addresses from the Postal Service. When we were speaking to the

representative at AAA Northeast, we explained that Ms. [redacted] does not live in

California, but still resides in [redacted], Massachusetts. The representative

said that she would correct the address on your mother’s membership record, and

that she would contact you regarding what changes needed to be in place to

prevent a transfer of your mother’s membership from re-occurring again. If you

have any questions, please contact [redacted].

Review: Back in February I bought a battery from AAA. Within weeks it was dead. I have tried multiple times to get them to honor their warranty to no avail. I have spoken to multiple AAA supervisors, including [redacted] and [redacted]. The technicians who came out to check the battery (more than 3) all agreed the battery is bad; yet they all said that their supervisor won't allow them to replace it. I have complained to AAA til I'm blue in the face. I'm tired of them not honoring their warranty, not doing right by refusing to replace the defective product. They said replace my alternator and they'd replace my battery. I did. They didn't. I want my 107 dollars and some change back since this dishonest business won't honor their warranty. Thank-you for your time and assistance in this matter of deceit on the part of AAA.Desired Settlement: Refund.

Consumer

Response:

RE: Complaint ID [redacted]

I received a refund today from AAA.

You may therefore close my complaint.

-[redacted]

Review: I purchased auto insurance on February 9th, 2015 and made a deposit of $190.00 Unfortunately my bank found the transaction suspicious and declined the payment. I was not informed of the fact until I called AAA since I did not see the payment in my bank statement. I then made another payment in the amount of $209.00 on 3/11/15 which did cleared. What AAA failed to mention was that when a payment is returned the policy must be paid in full in order to have coverage. If I had been informed of this fact I would have let the policy cancelled and would not have made that deposit. Because of that oversight the DMV suspended my registration because AAA send them a letter stating my policy had been cancelled even though I paid on 3/11/15.Desired Settlement: I would like a full refund of $209.00, I paid expecting the policy to commence with my making monthly payments and in return I would have auto insurance.

Business

Response:

A review of our records reflects that on February 12, 2015,

you spoke to our insurance sales representative and started an auto insurance

policy. To activate the policy we received your payment of $179.00. As a

result, your auto policy became active on February 13, 2015. On February 20,

2015, your payment of $179.00 was returned by your financial institution for

having an invalid account number. On February 22, 2015, because the down payment

was returned, we mailed you a notice that your policy was assessed a $7.00 late

fee. In addition, your policy was scheduled to cancel on March 6, 2015 if a

payment in the amount of $186.01 was not received. Due to the payment not

having cleared, and while the cancellation was in process, we took the liberty

and moved the cancellation date to March 8, 2015, allowing you additional time

to make the payment. Unfortunately, we failed to inform you that we required a

payment in full when your down payment was returned. On March 7, 2015, we

received your payment of $211.00. Because the amount returned was the down

payment; the scheduled cancellation remained in force when the payment of the

balance in full was not received. In the absence of management approval to

accept a payment less than the required amount, the scheduled cancellation

occurred. On May 5, 2015, you spoke to our representative who informed you that

when a payment is returned at the inception of a policy, we require a payment

of the policy in full to avoid a cancellation. However, based on your

verification that there were no losses since the cancellation, a request was

submitted with management approval to have the policy reinstated with no lapse

of coverage. During the submittal process an error occurred which delayed the

reinstatement of the policy. On May 27, 2015, you spoke to our representative

and requested an update on the reinstatement of the policy. Due to the

processing error on May 5, 2015, the reinstatement was reviewed by a member of

management. As a follow up to your concerns filed with the Revdex.com, and your recent

request to have the policy reinstated, we made several attempts to speak to you

directly. Unfortunately, our attempts to speak to you were unsuccessful. Based

on your recent call, your policy has been reinstated effective March 8, 2015,

without a lapse of coverage. Please

accept our apologies for the difficulties you experienced when you contacted us

regarding your concerns on your insurance policy. If you have any questions, please contact [redacted] at

[redacted].

Review: My son sold his truck on July 17th and then called to cancel his Automobile Club Card. I paid via check for his membership so they told him the refund would be processed and mailed to me. I called the following week and then I was told the refund wasn't requested, it was a Saturday so the agent said he would leave himself a note for Monday to process the refund. At the end of that week nothing had been refunded... I called back and a new Agent said this time I would have to wait because I wrote a check. The refund would be issued August 4th. I called today, August 6th and was now told that I have to wait for the membership for this year to run out before they can refund me for the new membership. This year will expire on 8/20/2014. I am not sure what this year has to do with next years membership. I feel as though I am getting the run around. Each time I call it's a different story. I have been with AAA for 22 years and definitely feel taken advantage of.Desired Settlement: I would expect a refund sent by FedEx overnight at this point! I really feel like after all of our years of service they need to understand their policy on refunds, they clearly don't or I wouldn't have been given 3 different answers. The check has certainly cleared and I feel that it would be unacceptable to be asked to wait for this year to run out before they refund next years dues. They can cancel this year as well because he has already sold his car!

Business

Response:

This is in response to the inquiry you filed with the

Review: I believe I was wrongfully charged $ 275by your associate Advantage Towing, 3620 Kurtz St.San Diego, Ca 92110.My car was in an accident on 3/7/2014.Initially my car was towed to the Advantage lot and laterthat morning I had them tow it to my home. I wascharged for that service when my AAA coverage should have covered it.See below:Towing BenefitsWhen a vehicle cannot be started or safely driven due to a breakdown, accident, or other covered vehicle disablement, the independent service provider can tow the vehicle back to its facility, no matter how far away, at no charge to the member1.Initially, the vehicle was towed to Advantage facility: 3620 Kurtz St., San Diego, Ca 92110. ( staying in their lotless than 12 Hr. ) If the member chooses to have the vehicle towed to another location (including a AAA Approved Auto Repair facility), the following towing benefits apply:AAA Plus Towed without charge to the destination of their choice up to 100 driving miles in any direction from the point of breakdown.2Then vehicle was towed to my residence : [redacted] . ( 10.91 miles )Please investigate. I am seeking reimbursement of $ 275.Sincerely,[redacted]AAA membership #: [redacted]Desired Settlement: Reimbursement of $275.

Business

Response:

[redacted], Contract Station Relations Supervisor, has made attempts to reach you via telephone but has been unsuccessful. We encourage you to please contact Mr. [redacted] at [redacted]. A letter advising of our attempts to reach you, providing contact information and advising that the concerns expressed are inportant to us was mailed to your address. In order to resolve this matter quickly and to your satisfaction, we hope yo [redacted] call Mr. [redacted] at [redacted].

Consumer

Response:

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 spoke to a representative of AAA last week. Provided details as listed in

original complaint. Don't know what else to say/do. AAA already has

Review: On 12/19/2013, I acquired homeowners insurance from AAA. Trough on of their agents, [redacted]. I was asked over my debit card info, for the initial down payment. I was pleased with the transaction, until later on I come to find out that my down payment was taken out of my account multiple times. Causing me to get charge overdraft charges when I was doing my Christmas shopping. I call [redacted] immediately and notified her of what had happen. She explained she had "computer glitches" that evening and was going to take care of it right away. I am still waiting on my money to be put back on my account. I am frustrated because this could not have come at a worse time. I need that money back in my account. Unfortunately I don't have the available funds to cover expenses that I need to make. Any help in this matter will be appreciated.Desired Settlement: My overcharge of $325.00

Business

Response:

We processed credit in the amount of $335.00 on 1-02-2014. Policy was cancelled as requested upon receipt of proof of insurance with another carrier. If any questions, please contact our Insurance Services Department at 800-924-6141.

Review: Two of our vehicles got stuck in a poorly maintained county dirt road about 2 miles from my house. AAA said they service county maintained roads, but would not send a 4WD towtruck to remove our vehicles because it is not part of the standard equipment (a 2WD flatbed) that normally services tows. I filed a complaint to have some of the $300 returned to me, but they said again that "service will be limited to that which can be provided with equipment ordinarily used for member service by the independent service provider serving the area." The problem is, [redacted] towing exclusively uses its 4WD on all county roads in this area as they are all dirt. There was no damage nor danger of damage to [redacted]'s 4WD truck which towed us out in under an hour, but stuck us with the $300 bill. I will not be renewing my AAA Southern California membership because it obviously doesn't service county maintained roads.

Product_Or_Service: Former AAA member number [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a portion of my $300 tow fee returned and would like clarity from AAA on why they don't service county maintained roads -- even though they are dirt. There was never any mention of this in the complaint process. Also, the AAA website email links and contact links and tow service feedback links do not work, which is why I contacted the Revdex.com.

Business

Response:

We understand that you have spoken with [redacted] (Contract Station Relations Supervisor) on 11-22-2013 regarding this incident. Based on the information provided in the Revdex.com complaint and the information received from our Independent Contract Station (ICS), we have to concur with the original position of our Emergency Road Service Operators, who declined service under your AAA membership, because it was outside of the roadside assistance extrication membership benefit. In the Member Guide we reference, “safely reached on a normally traveled road or thoroughfare” and “extrication of vehicles on streets that become flooded is not covered under AAA membership.” In addition, if the equipment required to provide service is not part of the independent contract station’s standard equipment, the AAA member may be required to pay the association service costs at your expense. Although the service you requested appears outside of our membership guidelines, we have authorized a partial reimbursement, as you requested, in recognition of your 13 years of membership. We provided a refund in the amount of $150.00. If you require any additional assistance or wish to discuss the matter further, please contact [redacted] at ###-###-####.

Review: I purchased homeowners insurance through AAA and have been over charged for 18 months. I have email my agent [redacted] several times and left vm messages over the course of the last two weeks and have received no response. I also left a voicemail message for the office manager [redacted] and he will not respond. Less than a month after I bought my house I installed an alarm. Ms.[redacted] sent out an agent and she took pictures of my alarm. I emailed Ms.[redacted] on 1/7/2013 and she stated that my alarm was good and I did qualify for the discount and it was added to my policy. I found out on June 13th, 2014 that the discount had not been added. She also did not add the discount for having wor[redacted] smoke detectors. I still have the original emails from 2013 where she confirmed that the discount had been added.You expect so much more from AAA. I have been a member for over 10 years and I'm extremely disappointed at the lack of professionalism. A little bit of communication could have easily avoided this...a simple response to an email or phone call.

Product_Or_Service: homeowners insurance

Account_Number: Policy# [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund for the amount that I have been overcharged for the past 18 months. I should be receiving a disount for my alarm and wor[redacted] smoke detectors. I also want my policy updated to reflect the proper discounts.

Business

Response:

We would like to extend our apologies for the frustration you experienced when you recently contacted the