Automobile Club of Southern California

Review: I've had several issues with the Automobile Club of Southern California recently.

I've been a customer of theirs for twenty years and up until recently have excellent service.

I just recent;y had a rock hit the windshield of my car and just found out my deductible has been increased from $100 to $250, that's for a $260 job. They expect me to pay $250 while they only pay $10

There's a reason I pay for the most expensive insurance company and it's for the service.

Obviously it's time to shop around.

I've always renewed my insurance effortlessly, but this year it took three months for them to figure out how to add a travel trailer I bought and that held up the the renewal on the other four vehicles I have insured with them. It was a total nightmare.

Also last year when I bought a new vehicle I called from the dealer and told them to add the new car. They asked if I wanted the same coverage as al my vehicles and I said yes.

The when somebody hit my car they said I had refused rental car coverage on the new vehicle. I never said that and have rental car coverage on all my other vehicles. They flat out lied to me and I had to pay for my own rental car during the repair.

The Automobile Club of Southern California is now the worst company that I do business with, it's apparent they will do and say anything to get out of providing the service that I pay so much for, almost $500 a month

I want them to fix my windshield at the same rate I have always paid. I just had another cracked windshield on a different vehicle less than a year ago and it was on;y $100 deductibleDesired Settlement: Repair my windshield for the $100 deductible

Business

Response:

With regard to your comprehensive

deductible increasing from $100 to $250, we have implemented an auto product

change for all policies effective or renewing on or after August 1, 2015. Specifically,

we have eliminated the $0, $50, and $100 deductible options for all Exchange

insureds. The $250 deductible is now the new minimum deductible available to

insureds. Detailed information regarding this change is located on the document

titled “What You Need to Know About Your Auto Policy Renewal”, which was included with the latest Renewal Declarations

mailed to you on January 15, 2016. In your inquiry, you also mention the

processing delay when adding your travel trailer to your policy. Per our

Underwriting Guidelines, in order to add a travel trailer to a policy, we first

need to either complete an inspection or obtain a dealer’s purchase order and

itemized invoice in lieu of completing the inspection. We did not receive the

purchase order or complete the inspection in a timely manner, and

unfortunately, that delayed the processing of the Amendment Order and upcoming

renewal. Lastly, with regard to the rental coverage on your 2014 Hyundai

Elantra, you indicated you had requested the same coverage on that vehicle as

your other vehicles; however, at that time, some of your insured vehicles had

rental coverage and some did not. In researching the transaction, we found the

Service Representative documented that you declined rental coverage on the

Hyundai. We would like to take this opportunity to apologize for any

inconvenience or frustration you experienced because of these occurrences. We wish to

assure you that lapses of this nature are not indicative of the importance we

place on providing our member insureds with outstanding service.

If you should have any questions, please contact [redacted], at [redacted], or [redacted] at [redacted].

Review: Homeowner insurance - In the past year I have had three issues with my home. +|+|+|+

June - The first was solely the responsibility of my upstairs neighbor. AAA came out and said that I will not be issued responsible for the claim. +|+|+|+

Nov - My claim to AAA was completed to my satisfaction.

Dec - An issue to which I called questioning if I should open a claim, and was told to do so. When the total amount of the claim was under $200 - I offered to pay it myself, but I was turned down being told a claim was already open.Desired Settlement: One, have the first claim corrected being I was not negligent. +|+|+|+

Two, have the third claim dissolved, and I will pay the company that came out myself and return any checks to AAA that they felt were owed to me. +|+|+|+

THREE and most important, CONTINUE MY COVERAGE. Do not cancel or refuse renewal of my homeowner insurance. It was AAA that encouraged me to open claims when I was not sure. It was AAA that insisted I do not allow anyone but them into my home, and it was AAA who is not deciding to try to prevent me from keeping my homeowners insurance. +|+|+|+

Four, Issue agents for their customers instead of a "claim insisting" hot-line receivers. It would be nice to speak with someone who knows my home and situation to better advise on me paying $200 instead of opening a claim and losing my homeowner insurance all together.

Lets work something out. Higher deductible, higher price, something. Non-renewal is wrong for a lifetime customer. (former [redacted])

Business

Response:

With respect to the nonrenewal of your condominium policy, prior to the expiration of the 2015-2016 policy term, the Exchange’s Underwriting Department reviewed your insurance file, including its loss history, to determine if an unacceptable increase in the risk of loss had arisen since the previous review. During her review, Ms. [redacted], the underwriter assigned to your policy, noted that you had sustained three water-related losses in the five years immediately preceding your policy expiration date. These losses were:

Review: Not sure if advertising issue. Issue #1: They are charging me almost double for homeowner's than any other company. Then they claim to apply a discount due to multipolicy and membership. There is no discount...since they charge nearly double. They bump up the price then claim to give you a discount ... with the discount price being comparable to average price of anyone else. This is with me PAYING for membership.Issue #2: They added on coverage that I do not need and said that it is standard and would not remove. They put over $180,000 in personal property coverage. I don't have that much stuff. I asked if they just issue a check for that amount. Michael, supposed supervisor, said NO. I would have to prove that loss. Of course I can't prove it! I don't have that much. But AAA insists that I am covered for that much.Issue #3: There is over $22,000 in detached structure coverage. I don't have any detached structures. AAA refused to remove the coverage.Issue #4: AAA added $5000 extra coverage for damage to my pool. However, when asked, the supervisor couldn't tell me what it covered. AAA never asked me to add coverage, they just did it. Since the policy is paid through my mortgage account, I suppose AAA thought I wouldn't look at the paperwork.FRAUDULENT BUSINESS PRACTICES!!!!

Product_Or_Service: insurance

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

Response to complainant explains policy coverages, limits and endorsements in detail. We explained the coverage limit represents the replacement cost of her home.

Review: I received a bill for over $300. When asked about this amount due, I was told there was an excessive amount if tows within a month and when I explained to the agent that I did not use the tows, I was told that there would am investigation. The only investigation I received is a collection on my credit report. I was later told that the tows occurred in AL after I had already came back from AL. The agent could not provide me with the fact that they showed ID (my ID) or anything else.Desired Settlement: I want this debt removed from AAA and from my credit report. This is obviously a file that shouldn't have been sent to collections, but cleared. It clearly wasn't!! I don't like being lied to.

Business

Response:

Our records show you were forwarded your call details on February 25,

2015 by our Emergency Road Service Administrative Services department, which

included a letter explaining the services rendered. A copy of that

communication has been attached for your review. Your membership allows you to

have four service calls that are covered per each twelve month term. You were

advised that you had a total of nine service requests during the period of

January 29, 2014 and January 29, 2015. Based on that review, you were being

charged the cost of the services rendered which exceeded the four call limit

which was $323.17. We have performed another review of the services you had

provided while in Alabama and have removed the charge for two of the nine calls.

This has reduced the balance being requested from $323.17 to the current amount

of $203.17. We still had to pay the Alabama Club for the requested services but

have elected not to pass that on to you due to not having service verified on

two calls. The new balance of $203.17 is still considered valid even though

adjusted, and payment to the outside agency Southwest Credit should be made as

soon as possible. Once this is paid, the account will be listed as closed and

paid but still will show on your credit report. It is never our intent to have

our members feel we are billing unjustly, and we hope this clearly explains our

position. Please contact our internal collection supervisor, [redacted], at [redacted] with any questions.

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.

Regards,

I don't see any attachments. Please show me where there more than 4 service calls. There were 2 people on this contract and it is supposed to be 4 per person, which was not exceeded. BTW, why was my truck being damaged never addressed? You guys owe me $373. For damage to the front of my truck from 1 of your contractors. No one has said anything about that. I need this removed from my credit also because I never received any mail from this [redacted]!!

Business

Response:

A letter

including attachments has been sent to the address of record, matching the

address you noted on your Revdex.com complaint. The balance of $203.17 is still

considered valid even though adjusted, and payment to the outside agency

Southwest Credit should be made as soon as possible. Once this is paid, the

account will be listed as closed and paid but still will show on your credit

report. We encourage you to contact our internal collection supervisor, [redacted], at [redacted] with any questions. Mr. [redacted] can also assist in directing your damage concerns to the correct person to address that matter.

Review: I received a letter from AAA stating that I am unable to be continued to have my home insured because it is a condominium and it is insured as a house. I have paid the premium but the underwriter would not approve it. I spent weeks working with an agent and I was never told that this would be an issue. I know for a fact that my neighbors with the same association are insured with AAA and I don't understand he logic to not approve me. I believe AAA needs to be looked at as to how they make these determinations for some people and deny other people. The company has given me less than 30 days to find another insurance and I don't find that acceptable. Thank you for your time.Desired Settlement: I am looking for another company so I want nothing from them, but I do believe their practice should be looked at.

Business

Response:

We extend our

apologies for the frustration you experienced when you recently purchased a new

home insurance policy from an agent in our [redacted] branch. We

apologize that your calls have not been returned in a timely manner. Please

allow us to assure you that these delays do not meet our company standards as

we strive to provide our members and insureds with products and service of the

highest possible quality at all times. [redacted], Insurance Business

Manager has spoken with you regarding your home insurance policy concerns. He confirmed

that he has provided other options for your Condominium policy through our AAA

agency department. We regret this experience has caused you to place your

insurance elsewhere. We truly hope we will have the opportunity to provide for

your insurance needs again in the future. If you have any questions, please contact

[redacted], Regional Manager directly at [redacted].

Review: I canceled policy # [redacted] In January 2013 because of multi billing practices. I sent a NOTICE of Cancelation from the insurance company that I replaced AAA with. Sense that date they have harassed me, threatened me been extremely rude no matter how may time I have written, called and gone into the office I can not get this company to stop billing me. I Sent FOUR copies of the SAME CANCELLATION letter that I sent the first time. This is affecting my health my credit, my driving record in the state of [redacted] where it is required to have insurance. AAA has threaten me with telling the STATE OF [redacted] that I do not have insurance. I have resorted to calling and speaking to the alleged manager of the cancellation department all to no avail.EVEY WEEK I GET AT LEAST TWO duns from them all with different dates on them for the date of the policy today I got one with the "lapsed date of 03-13-2013. I CANCELED this policy in JANUARY 2013. This has gone on now for SIX MONTHS and I cannot get this [redacted] stopped. CAN YOU PLEASE TELL ME WHAT I CAN DO TO STOP this seemly endless harassment. I have even threatened AAA with a law suite is they do not seise and deceases

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

Response to complainant explains all coverage effective dates, policy billings and the balance owed in detail.Response to complainant explains all coverage effective dates, policy billings and the balance owed in detail.

Review: I have requested in writing to AAA located at 10600 Metcalf, [redacted], Ks on numerous occasions asking for a detail statement showing the charges they say I owe. I have yet to receive my request. This company has since set me to collections for this and failed to show the statement of charges.Click Here to Get the File[redacted]Desired Settlement: 1. Remove my account from Collections.

2. Remove any and all statements or negative items from CREDIT REPORT.

3. Send me the statement of charges as I have requested.

4. I will pay AAA not the collections agency hired by this lazy company.

5. I am requesting a letter of apology for not responding by their CEO and the same letter put on CREDIT REPORT.

6. Pay me $500 for the inconvenience of having to report them to the Revdex.com.

Business

Response:

In your request for assistance you are

asking for the following:

Review: I was involved in a minor accident.When I filed claim I told them everything that happened to my vehicle. AAA is telling me that a crack on my 2007 Chevy Silverado was not from accident so they will not cover it. Three people from AAA have told me this. I pay insurance for a reason. I explained to AAA that crack was not there before accident. Pretty much told me oh well. What is purpose of paying all this money to an insurance company and this is what you get.Desired Settlement: I would like to have my dash replaced, and an apology for pretty muchbeing called a liar.16 years of membership and this is treatment a customer gets.

Business

Response:

While the crack in the dash is not uncommon with these vehicles, we agreed to include replacement of the dash with the settlement. Claim is now concluded.

Review: I cancelled my car insurance, because I moved out of the country, as I told AAA. However they mailed the check with my refund to my old US address (as they told me later), which of course I could not cash, since as I said I don't live there any more. I contacted them several times therafter via e-mail and phone, and I was assured, that they were going to credit my credit card, but they never did. Its been more than 1.5 month since I cancelled my car insurance and I still haven't received my $ 92 refund.Desired Settlement: My $92 refund to be credited back to my card asap.

Business

Response:

A review of our records reflects, on December 18, 2014, you corresponded

with our representative online and requested the cancellation of your policy as

you had moved out of the country. Per your instructions, the refund of your

unearned premium was to be sent to [redacted].

As a result, on December 22, 2014, we mailed you the unearned premium in

the amount of $92.00 to the [redacted] address you requested. On January 12 and

January 29, 2015, you spoke to our representatives and informed us you had not

received the refund of $92.00 we mailed to the [redacted] address you provided. As

you were no longer in the country, you requested to have the refund applied to

your debit card on file. Unfortunately, when we processed the request, an error

occurred resulting in a delay of providing you the refund of $92.00. Please accept our apologies for the

difficulties you experienced with your insurance policy. We fully investigated

your concerns and we have taken action to ensure no further incidents of this

nature recur. At this time, we have credited and your Debit ending in [redacted], $92.00 for the unearned premium of your cancelled auto policy. If you should

have any questions, please contact [redacted] at [redacted]

Consumer

Response:

I have received the refund, so everything is ok.

Regards,

Review: I recently moved to CA and decided to purchase a AAA membership. On the evening of January 5, 2015, I purchased a AAA membership online, my credit card was charged $68.00 for the year (1/5/15 - 1/5/16). Several days later, I was reviewing my new auto insurance policy and realized roadside assistance was included in my auto policy. On the morning of January 9, 2015, I called AAA customer service to cancel my AAA membership. I was told AAA would only refund $48.00 as the other $20.00 was an administrative fee. I requested the matter be escalated to management as I only had the membership for a few day. After being on hold for ten minutes, I was told by the customer service rep that management would review this matter and decide if the $20.00 should be refunded.

Product_Or_Service: 01/05/2015

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the administrative fee refunded. I realize it's only $20.00 but its the principle, not issuing a full refund after merely a few days of a service that was never used is bad business.

Consumer

Response:

Hello,

Review: In August of 2014, my 1997 Honda Del Sol required a battery. An AAA technician came to my residence, installed the battery for which I paid approximately $102 by credit card, I was given a receipt and was advised that the battery was under warranty.

On November 4, 2014, aforesaid auto failed to start. The AAA battery for my car disengaged the alternator in my vehicle, thus necessitating my having to purchase a new alternator for my car.

I feel AAA misrepresented me and conducted fraud on their part by selling me a defective battery which required me to then purchase an alternator.

I feel ripped off.Desired Settlement: Because the automobile club sold me a defective battery and necessitated my having to purchase a brand new alternator AND a battery for my car (I was NOT about to contact AAA and have them install another defective battery of theirs), I believe they ought to reimburse me the cost of both the alternator AND the battery I had to purchase from Pep Boys. I also believe they ought to reimburse me for the cost of the defective battery they sold me in August, 2014 for which they charged me approximately $102.

Pep Boys is charging me $460.99 which includes the price of the alternator, the price of the battery and the labor. Their location is 10644 Pico Blvd. Los Angeles, CA 90064.

Business

Response:

Please be assured that we have reviewed your specific circumstances with our management team for documentation, training, and follow up purposes. We understand on August 8, 2014, our independent contract station, Brentwood Club Service, was dispatched to your residence to provide battery service for your 1997 Honda Del Sol. Our records reflect that upon arrival the battery technician completed a full diagnostic test on your vehicle. The battery technician reviewed the test results with you, indicating that a replacement was recommended. The technician also cautioned that the charging system shows the presence of “excessive ripple.” This particular reading requires further diagnosis and inspection of a repair facility. Provided that information, you opted to purchase a new battery as your battery had failed. Nearly three months later, on November 4, 2014, you contacted AAA for assistance again, this time indicating to the call center representative an alternator issue as the reason for the requested tow. After our independent contract station, Brentwood Club Service originally dispatched a tow unit, a battery service unit was subsequently dispatched to test your battery per your request. The battery technician arrived and revealed the vehicle’s battery was showing an excessive drain. Because of said drain, he was unable to complete a full diagnostic test. The technician suggested that you consult a repair facility for a full diagnosis. Based on your correspondence, I understand that you chose to have your vehicle repaired at Pep Boys. At Pep Boys, you opted to replace both the battery and the alternator in your vehicle. It is your sentiment that the AAA battery was the cause for said repairs. Contract Station Relations Supervisor, [redacted], discussed your service experiences with you both November 10 and 11, 2014. She advised you that based upon the aforementioned diagnostic results and documentation provided, the initial roadside technician correctly assessed the cause for the vehicle not starting. He provided the appropriate recommendation to replace the battery and to have the alternator diagnosed to prevent any further issues. Since the faulty alternator was not diagnosed and replaced, it affected the health of the new battery. Additionally, as requested, Ms. [redacted] contacted the manager of Pep Boys on

Review: I purchased the AAA roadside assistance Battery service. It provides 3 year replacement warranty on the battery. The Battery has failed twice in the last 2 weeks, when the car is not driven for a day, the battery dies. When we called AAA roadside, they informed us that they would not replace the battery unless we demonstrated that it failed. They said we had to take it to be fully charged and then trickle tested to demonstrate that the battery failed.

The initial technician whom replaced the initial battery was able to determine the battery was the issue on the spot and more than willing to sell me a battery to replace mine. Suddenly when it is their battery that failed, they require a full charge and trickle test to demonstrate that it is the battery. Who pays for this test they demand? Who reimburses me for my time to get the test done? If they are so willing to replace the battery when it is not under warranty, why is the policy so different once the battery is under warranty? They was no explanation of the required trickle test when they sold the battery.Desired Settlement: Either replace the battery or reimburse us for the cost of a new battery if we cannot continue risk being stranded until AAA lives up to their promises.

Business

Response:

Member was contacted and asked to meet with us and the tow truck driver. The battery was tested and result was the battery is good. As a goodwill gesture, we authorized a replacement battery. If any questions, please contact [redacted] at 562-497-7005.

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.

The battery was replaced and it was noted that the initial test on the battery showed the battery was suboptimal but based on policy could not be replaced. Once the battery was removed the technician saw signs of possible battery acid on the case, which may have contributed to the failure of the battery.

We appreciate the response and replacement of the battery and hope that you look into the policy and allow for replacement of batteries under your warrenty if the technician senses the battery may be bad, as he would recommend if the battery was not a AAA battery and not under warrenty.

Regards,

Review: I purchased a policy with AAA on Saturday April 6th. On Sunday April 7th I cancelled the policy because Progressive saved me $1000 a year. I canceled the policy with AAA within 24 hours of purchasing it. I was told by the Supervisor I would receive my refund within a few days. The agent that sold me the policy said it would take three weeks.It has been over three weeks and I still have not received my refund. I did receive a bill and the agent confirmed the policy had been cancelled. I can't understand how it took AAA less than an hour to deduct the money from my account, yet it takes over three weeks for a refund.

Product_Or_Service: AAA Auto Insurance

Account_Number: CAA [redacted]Desired Settlement: See Complaint Text

Business

Response:

Response to complainant offers apology and explains that once we received required documentation, we processed the cancellation.

Review: hello Revdex.com this has been an on going problem I move back in 02-22-2015 I up date my information with aaa insurance and inform them to remove my old account because my branch was in los angeles and I change branch out here [redacted] each time I speak with someone at the call center service they always inform me they have up date my information but every month for some reason they keep sending my payment thru the old account and charging me $15.00 return check fee this is not go this put a bad score on my credit I need this to stop asap because I have never had any problem with aaa I not going to be paid return fee for someone mistake NOT mind please have some look into this matter for me because now they want to cancel my insuranceDesired Settlement: I would like for this to be correct so I can go on with my life

Business

Response:

A review of our

records reflects that on April 22, 2014, your policy was enrolled in our

automated payment program. On May 22, 2015, in accordance with your enrollment

in the program, we debited your account ending in [redacted] $179.59. On May 27,

2015, with your authorization, we cancelled your enrollment in the auto pay

program. On May 29, 2015, the payment we debited on May 22, 2015 was returned

as the account was closed. Further review of your policy reflected two

additional payments were returned; the payment we processed on August 3, 2015

was returned as having an invalid account number. The payment taken on

September 3, 2015, was returned for also having an invalid account number. As a

follow up to your telephone conversation with [redacted], we are pleased to

have been informed we have addressed your concerns to your satisfaction. With

our having processed your payment of $177.85, your auto policy has been

reinstated. At this time your auto policy is in-force and in good standing. If you should have any additional

questions, please contact [redacted] at [redacted].

Review: My homeowners policy has been cancelled because this company needs new pictures of my home and will not send an inspector for weeks!!!!!!

I changed to AAA last August, homeowners and auto policy. Pictures of my property were taken inside and out last October of 2014. I forgot a payment and my policy lapsed by I reinstated it in January and paid the policy in full for the entire year. The agent at that time said new pictures would probably not be needed because they were taken three months before. Now, it's been cancelled for lack of pictures. The agents say they cannot come until May 1, then May 4, 5, or 6....and today the first day they can come out is May 16th!!!!! I have no homeowners insurance now and will be charged a tremendous amount with my mortgage company. Now I loose my multiple discount for auto and home too. AAA also refused to tell [redacted] I have auto insurance and [redacted] who is financing my car was billing me 3X my auto policy. AAA also said they would tell [redacted] Insurance last September that I had changed to AAA. That didn't happen either and [redacted] kept billing me until Novemeber.

I have spoken to so many people at AAA. They don't care about what could happen to me or my home. I have paid all policies in full and have no claims. I have spent so much time on the phone trying to get this solved. This is costing me extra money too because I'm getting charged with those financing my home and car. Please help asap....I can't seem to get AAA to take additional pictures and resolved these issues. ThanksDesired Settlement: Since they are requiring additional pictures of my home and will not accept those taken last October, AAA needs to send an inspector right away, because I have no Homeowners Insurance, yet they have my money for the policy year.

If this cannot be done, I will need a full refund of the monies I have paid AAA for my policies, home owners and auto, since they keep getting cancelled and I am billed from others and I loose the discounts by not having both policies.

I will then need to get insurance for both auto and home from another company....I had paid in full to AAA to avoid going through the process again. I am a single mom working two jobs.

Thanks for your attention, [redacted]

Business

Response:

According to our records, there were several

attempts between you and [redacted] to contact one another in regards to the

matter. It is our understanding that on April 28, 2015, [redacted] spoke

with you and advised that per the Exchange acceptability guidelines, the home

would need to be inspected in order for your homeowners policy to be

reinstated. Regrettably, our dates of availability did not accommodate your

work schedule. As a result, in efforts to rectify the situation, [redacted]

escalated your case to his manager, [redacted], who made every attempt to

obtain an exception with our Underwriting team. After

careful consideration, on May 6, 2015, our Underwriting Department granted the exception

to use the previously obtained inspection photos from September 2014, since

there were no prior losses for this property and due to the existing scheduling

complications. Under normal circumstances, an inspection would be required for

all new homeowners insurance policies covered with Exchange, regardless of any

previous photo inspections on file. Nonetheless, we are pleased that we were

able to make this accommodation as our goal is to ensure that our members are

provided with the highest quality of service and that expectations are met. We

sincerely apologize for the frustration and inconvenience that this process may

have caused you. We understand the issue has since been resolved as your

homeowners policy has been reinstated without lapse in coverage. Should you

have any questions, please contact [redacted] at [redacted] Ext. [redacted].

Review: I bought a new vehicle and went into my local AAA office to change insurance over to my new vehicle. The insurance rep I was working with quoted me about $180 a month more than [redacted] was offering so I told him I was not going to be starting a new insurance policy on the current vehicle and left the office. I decided to go with [redacted] and started an insurance policy with them. About 6 months later I got a call from AAA saying I owed insurance payments. I explained to him that I had cancelled my policy back in March 2015 and never agreed to a new policy. They asked that I bring in proof of [redacted] insurance so they could remove the outstanding charges. I brought it in and [redacted] assured me that collections would be notified and I would not owe any outstanding balances. Today I looked at my credit report and it is showing a collections issued from AAA. I called AAA and was told that the collections dept never received my proof of coverage from [redacted] and that it was too late and nothing could be done.Desired Settlement: I would like all 3 credit bureaus to be notified of the collections account being deleted from my credit report and AAA to withdraw the collection notice for $540

Business

Response:

You signed your application and coverage was provided by the

Interinsurance Exchange of the Automobile Club effective April 2, 2014 until

expiration April 2, 2015. The yearly premium was $1,154.00 for that term. There

was no coverage extended to you after the expiration date. The balance you are

being asked to pay is for unpaid days of coverage prior to you expiration date

April 2, 2015. We have attached the signed application and your itemized

statement showing all payments applied to your policy premium along with earned

fees. We show the following phone contacts to our Member Service Center (MSC)

regarding your policy:

November 5, 2014 - You called to adjust your EFT payment option.

December 8, 2014 - You called to cancel your EFT Auto Pay from this

policy. You were advised that your policy could be switched to a Named Non

Owner (NNO) if you no longer owned the then covered vehicle 1995 Olds, and

could provide bill of sale or release of liability. You advised that you would

follow up later.

January 9, 2015 – You replaced the 1995 Olds with the 2004 BMW, which

adjusted your yearly premium from $1,154.00 to $2,697.00. You stated the 1995

Olds should have been deleted back on your last contact December 8, 2014. You

were informed we would need bill of sale or release of liability in order to

backdate that request. This policy change added a prorated additional premium

of $347.00 to this policy term.

May 4, 2015 – You called to advise us you were not renewing the coverage

as you had purchased coverage with [redacted]. No proof was submitted for our review

for a possible backdate.

March 3, 2016 – You called to dispute this collection balance of $514.70

as you believed coverage should have ended on January 9, 2015 when you replaced

vehicles. You were advised there were no notes to suggest you were trying to

cancel coverage and no proof was submitted from [redacted] to be reviewed for

possible cancellation date adjustment.

Your account was referred to [redacted] in October 2015 and

remains there with this unpaid balance of $514.70. We are still willing to

accept proof of duplicate coverage which could adjust this balance of $514.70.

Please review the itemized statement we sent you which shows your last applied

payment was $115.00 on November 11, 2014. The Exchange continued to provide

coverage as you requested and still needs the unpaid premium which covered you

until April 2, 2015. If you have any questions, please contact

Review: I am beyond disappointed with the customer service I have received regarding my issue. I called AAA on February 4th regarding my autopay for my membership expiring on March 11th. When I spoke to the agent she had me esign papers to stop the autopay from happening. On February 16th I look at my bank statement only to see AAA was pending a transaction of $74.50. I then called AAA on the 16th at 7:30am to be told they would look into it an a manager would call me back. I have since been waiting for a return phone call. I called back on February 18th after checking my account and finding out the what was then pending turned into a "purchase", not only did AAA take the money I kindly asked for them not to take they also OVERDRAFTED my account. They hung up on me twice and after calling a third time I spoke with a "supervisor" who was rude and inconsiderate. He stated only after they reviewed my call from the 4th they would take action. No apology, no sympathy....NOTHING!

The least he could have done was apologize and take care of my membership renewal which is a meesly $74.00 and refund my money!Desired Settlement: I would like AAA to refund my money and take care of my upcoming years membership... and an apology would be greatly appreciated!

Business

Response:

A review of our records reflects that on March 2, 2015, at

your request, your membership was enrolled in our Automatic Payment Plan, which

allowed you to save $4.50 on the annual membership due of $74.00. On January

14, 2016, we mailed you the renewal notice of your membership. Included in the membership was information

which reflected your account ending in 5771 would be charged $74.00 on February

17, 2016. On February 4, 2016, you spoke to our representative and requested to

cancel the enrollment of your account in our Automated Payment Plan. To process

your request, we emailed you the required document to confirm the change to

your billing plan. Unfortunately, while we did receive the required signed

document, no changes were made on your membership. As a result, on February 17,

2016, we debited your account $74.00 for the renewal of your membership. On

February 17, 2016, you spoke to our representative regarding the pending amount

of $74.00 on your account. In our review, we found that the enrollment of your

account in our Auto Payment Plan remained active. As a result, we processed the

return of the $74.00 back to your account.

On February 22, 2016, our records reflect your account ending in 5771

was credited $74.00. Please accept our

apologies for the difficulties you experienced when you contacted us to cancel

the Automatic Payment Plan on your membership account, and for the succeeding

interactions you experienced when you spoke to our representatives. We fully

investigated your concerns and we have taken the appropriate action to ensure

no further incidents of this nature recur. Regarding your assessed overdraft

fees, please send a copy of your bank statement reflecting the credit back to

your account and the assessed overdraft fees to:

The Automobile Club of Southern California

Attention:

Upon receipt of the

qualifying documents, we will expedite the reimbursement of your assessed fees.

Lastly, while we acknowledge the error and deeply regret the incident,

unfortunately, we are unable to accommodate your request for a complimentary

membership. If you have any questions,

please contact [redacted]

Review: I have a AAA membership. I tried to start my car to move it a couple of blocks away as the city was doing roadworks tomorrow, and I found my battery was dead. I called AAA and they told me they "don't provide service for that. Well, I conveyed that I bought a membership because they provide towing and jump starts, etc. Here's the section from what a non-member can read BEFORE signing up:"When 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 member." And the fine print:"Classic Towed without charge to the destination of their choice up to seven driving miles in any direction from the point of breakdown. Members receive up to four Roadside Assistance calls or reimbursements per membership year at no charge. There is a service charge for each additional call after the fourth call or reimbursement. AAA Plus and AAA Premier towing beyond seven miles may be subject to a delay. Towing beyond the benefits described above is at the members expense." I was asking that it either be jump started so I could move it myself, OR towd to my house or a block or 2 away where we were ALL told to park. I was denied, even speaking to a supervisor, in the "Complaint Dept."

Product_Or_Service: Auto Club Membership

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel warranted in asking for a FULL refund including the $20 administrative fee to join. This was a clear bait and switch to get someone to join then deny services.

Business

Response:

A review of our records reflects that on October 29, 2013, you requested towing service as a result of the street being re-paved. You informed the representative that you wanted your vehicle transported from the street to your driveway. You also stated that once the street was re-paved, you would require that your vehicle be transported from your driveway back to the street. Due to the nature of the request, you were correctly informed that transporting your vehicle under these circumstances is not a benefit covered under the membership. Please accept our sincere apology for any confusion. In regards to your inquiry regarding 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 Service Limitations can be found on page 4. While you were provided accurate information regarding your coverage, we understand that there was a misunderstanding related to the services provided under membership. As a result, please find enclosed a reimbursement check in the amount of $36.00. This represents the remaining portion of your membership dues. If you should have any additional questions or comments, please contact Mr. [redacted] at [redacted].

A review of our records reflects that on October 29, 2013, you requested towing service as a result of the street being re-paved. You informed the representative that you wanted your vehicle transported from the street to your driveway. You also stated that once the street was re-paved, you would require that your vehicle be transported from your driveway back to the street. Due to the nature of the request, you were correctly informed that transporting your vehicle under these circumstances is not a benefit covered under the membership. Please accept our sincere apology for any confusion. In regards to your inquiry regarding 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 Service Limitations can be found on page 4. While you were provided accurate information regarding your coverage, we understand that there was a misunderstanding related to the services provided under membership. As a result, please find enclosed a reimbursement check in the amount of $36.00. This represents the remaining portion of your membership dues. If you should have any additional questions or comments, please contact Mr. [redacted] at (562) 497-7032.

Review: AAA had a promotion to give $10 [redacted] gift cards to people who requested an auto insurance quote. On 10/6/2015, I went to my local branch in Alhambra, CA (401 E Main St) and met with insurance sales agent [redacted]. I told her I was interested in a quote and the promotional offer. She said she was aware of the promotion and would sign me up. I received the quote and even purchased the policy but as of 12/16, more than two months later, I have not received the gift card.

I followed up directly with [redacted] via e-mail on 11/6 and received no response. I again followed up with her via e-mail on 12/4 to which she responded that she would follow up with Corporate. As I hadn't heard back from her in a week, I wrote her once more on 12/11 to which I have not yet receive a response.Desired Settlement: I am asking for the $10 gift card that I should have received.

Business

Response:

[redacted] It is our understanding that you received an insurance quote; however as of December 11th you had not received the $10 [redacted] Gift Card that was being offered as part of a promotional campaign we were conducting at that time. We apologize for our service failures in regard to this matter. Unfortunately our agent did not follow up with you to discuss your concerns and resolve this issue to your satisfaction. Alhambra Insurance Business Manager, [redacted], has made sure that your gift card has been entered into the system for delivery to you. These gift cards are fulfilled by a central fulfillment facility are mailed to your home in 8 to 10 weeks. Please watch for it to arrive. If you should have any questions or you do not receive your [redacted] gift card please contact [redacted], Regional Manager, at [redacted].

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.

You may close Complaint ID [redacted] as resolved. I was contacted by the company and received the gift card I was entitled to earlier this week.

Review: [redacted], Dept of Ins Lic #[redacted] from the branch located at [redacted], San Diego, CA [redacted] placed a solicitation flyer directly inside my mailbox. Section 1725 of Title 18 of the U.S. Code prohibits placing mail-able materials like circulars and sales bills with unpaid postage in mailboxes with intent to avoid payment of postage.Desired Settlement: Please instruct [redacted] to not place solicitation flyers inside mailboxes.

Business

Response:

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].