Automobile Club of Southern California

Review: I called AAA to have my car towed they notified me over the phone that I was no longer a Triple A Plus member and I would have to wait 6 months to be eligible to be a Triple A plus member so I would not be able to get the 100 mile tow, what kind of sense does that make to drop a client that was once a Triple A plus member to a Classic I have been using AAA for over 10yrs and I just dont understand why would they drop me from a Plus Member status back to a Classic and disconnect the call without trying to assist a long term client. You should've towed me then talked about the situation later...Desired Settlement: Place me back at Plus status and make it more aware in writing if you use all your towing oppertunity then you want be eligible to be a plus member .....better customer support for long term customers

Business

Response:

Membership was purchased on 3-01-2014 at classic level. Member was advised of classic membership benefits at time of sale as well as eligibility for plus level benefits.

Review: I enrolled my wife and I in august with freeway insurance. My offer was AAA roadside assistance for $68 a year. specifically told freeway company ( whose contantly changing managers monthly) to slecigically make certain I do not recieve offers from anywhere and to not have my information shared with third parties or any advertisements. This location is at [redacted]. Phone number ###-###-####. The broker asked the manager and [redacted] confirmed I would not get such information. Three weeks later november 2013, I recieve a huge advertising magazine which is given to club members from aaa southern california. I recieved additional mail from aaa which filled my entire po box for a month which I'm lucky for no ectra charges. In addition I recieved many emails from aaa advertising. I called freeway and the manager said he had no idea why then made a phone call to aaa. They said I should not revieve anything and I could clivk the "unsubscribe link via email. At the end of november both my spouce and I kept recieving mail so then we decided to drive to aaa ourselves and find out why our information is being unsafe. We went to [redacted]. Asked to speak with a supervisor and we were directed to [redacted]. [redacted] sat with us pulled out a form and said she would followup and send our complaint to the person who will correct that. She also looked in her system and said, " tjat makes no sense why your recieving anything from us, your not even a member." I told her well we have aaa roadside assistancr cards and she said "that's separate and aaa doesn't do anythinf else with that information." Come december we recieve a clutter of magazines and special offers and coupons from aaa. Then we specifically called [redacted] to find out our status and that we were still recieving harassing documents with our private information and cluttering our small po box. ###-###-#### is what we called. No one answered and we left a messageDesired Settlement: I want my information completely whiped from their systems as if I never ecisted from aaa. I am the primary account holder so why are they sending 30 pre made self labels of my wifes name to our po box? Please stop this harrasment and abuse. Waiting five months now and wasting gas to take out aaa clutter in my small po box to avoid overages is no game plan. I want my name [redacted] along with my wifes name taken out any systems or affiliates and a year refund. [redacted] shud be talke

Business

Response:

We would like to assure you that the Automobile Club of Southern California Marketing department has removed your name from all marketing offers. We maintain strict protection of members personal information not rent or sell member information.

Review: Last year I was billed for a road service assistance at the end of my membership. After, I had already paid my renewal of $43.50 I then went online to pay the $60, two months after the billing. I had already paid them $60. However, AAA then shot me down without notice. Therefore, I could not go online and make the payment, and my membership was no longer valid. Attached please find the two payments I made to AAA for membership & Roadside Assistance. They were very uncooperative with me. This was at a time when I had suffered horrific brain injuries. AAA kept my $43.50 at the beginning of my membership. I just went to someone else for roadside service. I have not had a road side service assistance since then. I also paid AAA for many years without using their services. But this one time, they treat me ruthlessly and subject me to fraud. Today, over a year later, I received a collection notice from Southwest Credit for $60 from AAA. I don't owe the money and they kept the $45. And since they subjected me to fraud, they even owe me the $43.50. I have proof of having another road side assistance company right after I paid them the $45.50.

Product_Or_Service: Roadside Assistance Membership

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

Our records reflect on past membership term from March 5, 2011 to March 5, 2012 you exceeded your four free call limit. You called and made a 5th service call on (2/13/12) which resulted in a $60 bill that needed payment. You called on February 27, 2012 for service again now your 6th call for the term. You was advised no service could be sent until you paid the past due $60 for your 5th service request. You paid that amount and were provided service which again generated another $60 billing. Due to system limitations you were allowed to renew your membership for the new term of March 5, 2012 to March 5, 2013. Since we did not receive payment for the $60 service call billing for last call your membership was cancelled effective April 17, 2012 for non-pay of Emergency Road Services charge after repeated billings. The dates of the bills were: 3/8/12, 3/29/12, 4/16/12, 4/30/12. We billed from our Collections department on 5/14/12 and the file was referred to outside collection company Southwest Credit on 4/1/13.

Review: Signed up for AAA auto insurance in October. I enrolled in auto pay. When the bill for the next month came in, I did not think about paying because I expected the money to be removed from my account. The money was not removed and AAA sent me a letter advising me that I was being charged a late fee. I reached out back to AAA and they reversed the fee for November. The rep I dealt with had me sign auto pay forms again. In the month of December I was sent another bill and again the money did not come out of the account, AAA charged me another late fee, which prompted me to complain again. They removed the fee again. By this point I was becoming frustrated with the customer service. Not only could I not pay with credit card, access AAA's website, they kept charging me late fees for no reason. I cancelled the service in December because I found a better insurance company for the aforementioned reasons. When I cancelled, AAA rep said I'd be charged an early cancellation fee. The early cancellation fee ought to be refunded to me for AAA's incompetence. I've been a member for 8 years and I am considering cancelling my AAA membership due to my experience.Desired Settlement: I would like AAA to refund the early cancellation fee money as a courtesy for the trouble I experienced using their auto insurance service. This experience has damaged how I feel about AAA's customer service.

Business

Response:

It

is our understanding that on 8-26-2014, you spoke with our agent, Mr. [redacted], who assisted you with the purchase of an auto insurance policy. Several

weeks later, however, a notice from our Premium Accounting Department was sent

to you, informing you that you were being charged a late fee for non-payment of

your auto policy. You then requested that the late fee be waived since you

advised our representative that you enrolled in our AutoPay system, and that

the installment should have been received automatically. Due to our error, your

request was granted and you were not penalized a late fee. Regrettably,

however, this problem occurred a second time in the succeeding month, prompting

you to then cancel your auto insurance policy with us. Consequently, you were

charged an early cancellation fee for cancelling your policy short of term. [redacted], Insurance Business Manager, spoke with you regarding your early cancellation

fee and service concerns. He explained that we decided to honor your request,

and issue you a full refund of your early cancellation fee in the amount of

$63.00, which processed on 2-05-2015. Mr. [redacted] also apologized for your many

inconveniences throughout this situation, and for our agent’s error. We are

pleased we were able to make this accommodation regarding your early

cancellation fee, and hope you find this resolution agreeable. Should you have

any questions, please contact [redacted] at 866-714-6313 Ext. [redacted]

Review: Basically AAA didn't do a thorough job when fixing my car and now want me to pay for what was their fault. They sent my car to one of their locations and when my car came out of the shop it wasn't the same.Desired Settlement: I just want my car fixed.

Business

Response:

A review of your claim file shows a rear end impact with damages to the rear bumper cover of your 2005 Toyota Matrix. Our AAA Member Preferred Repairs (MPR) body shop, Hamblin’s Body & Paint Shop, completed a written estimate of repair in the amount of $886.96 on April 28, 2014, at which time you left the vehicle for repairs. The repairs were completed on April 30, 2014 and we issued full payment to the shop. On May 1, 2014, you contacted [redacted], at Hamblin’s Body & Paint Shop, and brought the vehicle back as you were experiencing transmission difficulties. The vehicle was taken to the dealership, Toyota of Riverside, for diagnostics that determined the transmission was malfunctioning internally due to wear & tear issues. After reviewing the file with the shop, our appraiser, [redacted], contacted you and explained according to the dealership’s diagnosis, the transmission failure did not display any evidence of being related to the collision loss. It is our understanding that Claims Manager, [redacted], had the pleasure of speaking with you on May 5, 2014, regarding the

Review: If you cannot help me at this office. Please, direct me to where I can go to submit this complaint.

I believe that the Auto Club AAA of Southern CA has monopolized the entire state of CA and many other states. They can discriminate against people who want a membership with them & no one can tell them anything or do anything about it.

About 2 years ago my ex-husband had a membership with AAA. I was, also, in the membership as a secondary member. My ex-husband needed a vehicle towed to a nearby town for auto repair. The tow truck driver refused to help him, because the car had no plates, even though the registration & pink slip were all presented. As the tow truck drove away, my ex-husband threw a bottle at the truck, out of anger, though missing the tow truck. Because, of this incident AAA cancelled his membership.

I still needed the services, because my family (parents, grandmother) all live in L.A., about 190 miles from where I live (Bakersfield). I applied & got a membership of my own with AAA Auto Club, so I could be protected & have assistance for any roadside problems. One year later AAA cancelled my membership, because they had seen my name on the previous membership that had been terminated. I explained I had nothing to do with the incident & pleaded for them to keep my membership due to my frequent travels to L.A.. I am now divorced and a mother of 3 little girls. I need roadside assistance. I submitted appeal letters to AAA and called numerous times. To this day, about 6 months later, they still have me in limbo & refuse to offer me services. Upon my last trip to L.A. I needed a jump start & they refused to help me.

I believe someone needs to monitor AAA, because from what I have observed they have the power to do business only with whomever they choose & their customer service is horrible. All must be in writing Please, assist me with this matter or guide me in the right direction to bring some sort of resolution to this injustice.Desired Settlement: I want AAA Auto Club to reinstate my membership, so when I travel anywhere in CA, I may be covered for roadside assistance.

Business

Response:

The Automobile Club of Southern California’s Membership Appeals Board has received your appeal of the cancellation of the membership. The Membership department has removed the pending cancellation from your record. Under review of the situation, it is determined that you have not abused any services with the Automobile Club. A new membership number has been created for you and a membership card and billing statement will follow shortly.

Consumer

Response:

To Whom It May Concern:

Review: I signed up for insurance and requested automatic payment, no funds were ever withdrawn then my insurance policy was terminated.

Back in November I signed up for a auto insurance policy with a AAA employee named [redacted]. I put down a deposit and I signed all provided contracts. I signed up for automatic payments because it would help make my monthly bill lower. I provided my debit account number and my routing number and proceeded to leave the office. A few weeks later when I returned to the office after I had got a new car I found out [redacted] had quit. I returned to the office to give the new info on my new car. By January I happened to notice that no funds had been withdrawn from my account and I received no communication from AAA as to what was going on. On February 10th I received a letter from DMV stating it was a intent to suspend my license because they did not show me having car insurance. So I went back to AAA that same day to find out what was going on. I was told they had terminated my policy 30 days prior! There was no mention of a balance being owed during my visit. On February 12th I received a call from [redacted] from AAA and she told me I had a balance of 155.00 owed from my coverage. I paid the balance, although I feel it their irresponsibility to manage my policy after their employee quit was handled rather poorly and because of it or some type of mis communication they never withdrew the funds they were suppose to. I played fair and paid what I owed but I feel this situation was handled rather unprofessionally and poorly on their end. If I can receive a reimbursement and AAA can be warned to handle their policies a little more carefully regardless of who they have employed I would greatly appreciate it. I understand I signed documents stating I paid for a service they were contracted to provide but I also did not receive notification of their abrupt termination.Desired Settlement: A refund of $155.00. And an apology for their poor business practices, I would never recommend someone to get auto insurance with AAA after this situation. I was made responsible for their mistakes. A verbal in house collection threat was also mentioned but I did not allow it to get that far.

Consumer

Response:

I received a reimbursement check of $162 from AAA. I am satisfied with their action to rectify this matter. Thank you.

Review: Started Home, Auto , and earthquake insurance with AAA on 25 Feb 2015 with payment made in excess of contract amount for a 1 year period. Contract amounts totaled $1173.00 and I paid total of $1281.00 per billing instructions. I was sent a letter of cancellation dated 8 April for reasons noted that I was unaware of. Photos were taken by the AAA agent and I was being blamed as the reason for cancellation due to lack of photos. Due to incompetence on the part of AAA Insurance, I asked for refund of all insurance to include Home, auto, and earthquake as of 8 April 2015. Auto was dropped and Home and Earthquake was not. More incompetence on the part of AAA Insurance. I have received a total of $1686.00 in refunds from AAA and feel I am still owed additional amounts. But, since AAA Insurance was incompetent and provided substandard service, I am requesting that all my payments be refunded as I received no services from 25 Feb 2015 to 8 April 8 2015. Amount paid for 1 year of auto insurance totaled $1281.00 which was an overbilling of $108.00 from the quoted $1173.00. In addition since I had to take off from work to arrange for new insurance, AAA Insurance owes me the remainder of all monies I paid in good faith for insurance services that was not provided of $280.00.Desired Settlement: Complete refund check totaling $388.00 for services not provided. Breakdown as follows:

1.) overpayment of $108.00 from quoted contracts

2.) Remainder of days not refunded of $46.36 from refund checks received totaling $1686.00

3.) remainder of money for services not provided from 25 Feb to 8 Mar of $233.64

Business

Response:

We extend our

apologies for the frustration you experienced when purchasing multiple

insurance policies from our [redacted]. It is our understanding that in

February you obtained auto, homeowners and earthquake insurance policies, and

sales agent [redacted] completed a photo inspection. On April 8, 2015, a

Notice of Cancellation was generated by our underwriting department advising

that due to the absence of a required photo inspection, your home policy was

scheduled to cancel effective May 3, 2015. After receiving the cancellation

notice, [redacted] scheduled a second home inspection not realizing that in February,

he had failed to upload the original photos taken into our system. On April 14,

2015, he uploaded the original photos notifying our underwriting department

which resulted in the removal of the pending cancellation. Meanwhile, you

obtained insurance with another carrier requesting to cancel all policies. [redacted], Insurance Business Manager in our [redacted], advised that he

contacted you on May 21, 2015, to address your concerns. He confirmed that he

backdated the professional discount to the policy inception date of February

25, and waived the short rate cancellation fee on your auto policy,

[redacted], generating a credit of $143. Your refund is being processed and

you should receive it within 2 weeks. Additionally, he explained that we were

unable process your request to cancel your policies back to their inception

date of February 25, as insurance coverage was in force and had a claim

occurred, coverage would have been provided by the Automobile Club. Please

accept our apologies for our service failures. We assure you that these service

failures do not meet our corporate standards. If you have any questions or

concerns, please contact [redacted], Regional Manager, at [redacted]

Review: I purchased a battery with AAA in Dec 2011. After 3 weeks, the battery failed to start my car. I received a battery jump in the second week of Dec 2011. I called AAA to notify them of the faulty battery and they sent out a rep to test. The assoc tested and found no issue. The very next day 12/21/11, my battery failed to start and a rep was dispatched and switched out the battery stating the one the rep gave me initially was too small for my turbo engine. I received a bill for $60 for an additional service call on 12/21/11. I sent a dispute to AAA in February 2012 and did not hear anything from AAA. I have lived at the same address for 3 years and never got another bill. In November 2014 I received a notice from my credit monitoring stating they sent the amount to collections. I again, I never received an additional bill and I should not be charged for another service call since the additional service calls were related to the poor battery AAA charged from the beginning.I have disputed with the 3 various credit bureaus but because the new creditor, [redacted], does not know of the depth of the situation, they are holding it as a valid charge. I have also contacted AAA directly and they state they cant assist me at all.Product_Or_Service: Roadside AssistanceDesired Settlement: DesiredSettlementID: Other (requires explanation)I would like AAA to issue me a check for $60. This will ensure that I can forward the balance to the collection agency without paying out of my own pocket for the erroneous charge.

Business

Response:

Your Automobile Club of Southern California membership

non-renewed on 12-16-2011. The services that were provided to you were by AAA Northern

California, Nevada & Utah (NCNU). We contacted NCNU to see the issues that occurred

with the services they provided while you were in their service area. Their

records state they provided a battery for your vehicle on 11-29-2011. They also

show you made subsequent calls to them on 12-21-2011 and 12-22-2011 for the

same battery issues. These services were verified as valid, so your expired

membership did not cover them and, as a result, you were billed. NCNU stated

the battery was not the issue but your statement says that it was replaced

because it was the issue. Since you were our member, we made a decision to

close the account and request the outside credit agency to request the negative

reporting to be deleted.

Review: I AM A MEMBER OF TRIPLE A LAST TIME I USED THEM I RECEIVED HORRIBLE SERVICE WAS CHARGED FOR VISITS THAT SHOULD HAVE BEEN COMPLIMENTARY DUE TO THEIR ERRORS THEY SENT A TOW TRUCK COMPANT\Y TO CHNAGE MY BATTERY THE MAN STARTED BANGING ON MY CAR WHICH BROKE A PIECE OF MY BATTERY AND MY TERMINAL I SENT THEM PROOF AND PICTURES ALSO I WAS CHARGED FOR A REPLACMENT BATTERY AS THEY STATED IT WAS A BATTERY ISSUE THEN THEY LATER SAID IT WAS MY STARTER WHICH WAS TRUE, SO I SENT RECEIPTS REQUESTING THEY PAID FOR THE DAMAGES OF TERMINAL ALONG WITH REFUNDING ME FOR THE BATTERY THAT I NEVER NEEDED AND SENT RECEIPTS FOR THEM TO TELL ME THEY COULDNT REFUND ME AFTER THEY ADMITTED I NEVER NEEDED A BATTERY AND TO TOP IT ALL OFF THE GUY WHO CHANGED BATTERY WALKED AWAY AND LAUGHED WHEN I ASKED HIM FOR MY CHANGE BACK AND KEPT MY MONEY I HAVE ESCALATED THIS WITH TRIPLE A AND THEY DID NOTHING HORRIBLE SERVICE THEY ALLOWDesired Settlement: REFUND FOR REPAIRS AND BATTERY AND UNAUTH CHARGES FOR VISITS THAT WERE COMPLIMENTARY

Business

Response:

Please accept our sincere apologies for the inconvenience you experienced when in need of roadside assistance on August 16, 2014, and again on August 17, 2014. You were initially sold an AAA battery, and later, had the starter motor in your vehicle replaced. [redacted] initially handled the investigation into your claim. We understand that Ms. [redacted] had offered to reimburse your member dues and allow the multiple service calls as a resolution, but this was not acceptable to you. Ms. [redacted] also advised that you originally sought reimbursement for the battery and starter motor, the latter was the likely the original problem with your vehicle. However, after your Revdex.com filing was received, Automotive Services Manager [redacted] reached out to you to review your case and discussed the matter in greater detail. Mr. [redacted] advised us that the original technician either did not properly diagnose or explain his findings, and that he acted in an inappropriate manner towards you and failed to return roughly $2.00 in change. The following day, you had three more service calls and there was confusion over the proper type of battery you were sold. One technician also broke your battery terminal during service. On the last request for service, that technician determined your starter as the source of the problem. We are pleased that we can offer to refund you for the cost of the battery and terminal. Had a proper service been performed or communicated the first time, our contractor would have referred you to a repair facility for further inspection and we are certain that your overall experience would have exceeded your expectations. Therefore, we are issuing you a check in the amount of $140.00 for the AAA battery and the terminal repair. We also allowed the subsequent service calls on August 17, 2014 so you won’t have those count against you in the event you need roadside service during the remainder of your membership year. We regret the inconvenience this has caused you as this is not the typical experience our members receive at the roadside. These concerns regarding the technician’s behavior have been reviewed with the contract station owner at Auto Car, Inc. and the owner has taken steps to prevent a recurrence. If we may be of further assistance to you in the future or should you wish to discuss this matter further, please feel free to contact [redacted] at (909) 364-1500.

Review: The Automobile Club of America service when I called them a few times is gotten so unbelievable horrendous that nobody is doing their correctly at all. I have wasted a good portion of my time calling A.A.A. and not getting the right answers and then requesting to speak to a supervisor. I have been lied to, also told a supervisor would be calling me back which never happened, being left on hold for long periods of time where I had to hang up and start over. I had some problems in the past where A.A.A. admitted to their problems and gave me a whole speech that they were going to improve their customer service relationships when members call up and need questions answered. Well to no surprise these days but nothing has happened and the customer service is just a s bad and as I can see it, not improving at all. I am so anger on how lousy the service has gotten and for such an established company. I am trying to renew my membership and now with his unbelievable horrid service, I wouldn't pay A.A.A. no t one penny of out of my pocket, not with this atrocious customer service. Not even to have a supervisor call me back and being lied to. I want the top of the A.A.A. company to know how bad the customer service has gotten. It never, ever, ever has been this bad and over the last year or so it has gotten really bad. One of the worst companies as far as customer service goes ever!!!! I have never gotten such horrendous service as this company has been for over a year now. I would like compensation for the headaches and the lies and the unprofessionalism this company is delivering these days. After being told about a year ago from one of the top offices that they would take care of their problems, well all I can say is, even the top brass has lied to me about making significant changes for the better because nothing, absolutely nothing has changed at A.A.A. at all. It has gotten worse with the lies, rudeness, unprofessionalism and one of the worst customer service companies that I have ever dealt with.Desired Settlement: DesiredSettlementID: Contact by the Business

I want to be compensated for the Horrendous and lousy service this company has come down to. I want my card to be renewed but with the constant headaches, lies and deceit, I absolutely refuse to pay them a penny from this disgusting company with their disgusting service. If they do not fulfill my request, I would like to know what other company that has the same things as this company were I can go and take my business to another better run company t

Business

Response:

As a follow up to

your telephone conversation with associate [redacted], we apologize for the

lack of follow up by our representatives and the service you experienced. Be

assured that occurrences such as these are not our usual and customary way of conducting

business. While we sincerely regret your experience, unfortunately, we are

unable to provide compensation for these occurrences. We can however assure you that your concerns

are important to us and we have addressed the matter with our management staff

to ensure no further incidents of this nature recur. Our review of your

membership ([redacted]) reflects it expired on January 24, 2015. Due to

the amount of time since it cancelled, a new membership will need to be

established. In recognition of your prior years of longevity with the Club, we

have authorized an exception to eliminate the $20.00 new membership enrollment

fee. Please contact Mr. [redacted] at your convenience to have your new membership

created. Regarding your automobile insurance policy; the policy is scheduled to

expire on August 10, 2015. However, because you currently have no active

membership, we are unable to offer the renewal of your insurance policy. Once a

new membership is established we will expedite the renewal offer of your

insurance policy. Please understand, the Automobile Club of Southern California

is a membership based organization that provides services and benefits

specifically for its members. In order to take advantage of these benefits,

every member must have a valid membership for us to offer all the products and

services. This includes: auto, home, watercraft and personal liability

insurance. Mr. [redacted], we hope you will reconsider your decision and allow us

to continue to service your membership and insurance needs. If you should you

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

Review: On the last week of Nov. 2014, I purchased a Certified Toyota Camry so I called up my existing insurance co which is AAA to advise and get a quote removing the old lexus and including the new Toyota Camry. I was quoted an annual premium of $6.941. Because I cannot afford the high premium, I looked for another insurance company that quoted me about 50% lower so on Dec. 4, I called up AAA and spoke with a Policy Service Specialist and I asked how much is my outstanding balance as of that day because I am planning to switch to another insurance company. He told me that I am paid and good until Dec. 14, 2014. I asked whether I need to pay anything should I terminate the policy and he replied that I will not pay anything if I cancel on or before Dec. 14. With the information given, I decided to take advantage of the paid coverage and finally terminated Dec. 12. When I called up to terminate, I was advised by Collection that I still owe $300+. I mentioned that I made my decisions based on the information given to me by their Specialist. I should have terminated [redacted] on the Dec. 4 since the other company is a lot less. If they are saying that their Specialist gave me the wrong information, they are misleading their customers and preventing us to make the right choices and decisions. AAA sent me several letters to collect and I faxed my response to [redacted], Collection Supervisor. Another employee told me that my dispute was rejected and he told me to just talk to the Collection Supervisor. I called around 2 to 3 times but only voicemail. I left messages but my call was not returned. I would like AAA to retrieve my conversation on Dec. 4 if they record conversations so I can prove myself. I requested the Specialist to send me an e-maill stating that I don't owe them anything and that my premium is good until Dec. 14 but he told me he cannot do that but he said that he will just send an e-mail stating that my next payment is due Dec. 14 which he did.Desired Settlement: AAA should adjust the billing to reflect the premium that I should be paying had I switched to the new company. I have copy of the quote issued to me. Wrong or misleading information by any of their representatives caused me to lose opportunity of having to pay less premium in the 10 days that I still stayed with AAA having been informed that my payments are good until Dec. 14, 2014. Also, I requested to cancel my younger son in the policy after a little over one month of enrollment and the credit given was only $76 of the $639 for 6 months.

Consumer

Response:

Thank you very much for all your help. Three of my issues with different companies had been resolved and I am left with this issue. I sincerely appreciate your time and effort.

Business

Response:

Your

last term of coverage with the Exchange was effective February 12, 2014 until

cancelled per your request December 12, 2014. We have included an itemized

statement that shows all payments made toward your term balance for your

review. Your inquiry states you have some confusion as to whether your policy

had a balance due when you called and requested cancellation December 12, 2014.

Below we have outlined our communications with you, since your last payment of

$315.27 posted September 18, 2014. You contacted our Policy Management Group

(PMG) on October 15, 2014 and advised you had received a lower quote elsewhere

and wished to discuss your policy. You were advised that you may qualify for

the vehicle mileage discount and the good student discount (GSD). You stated

you would call back with the information to re-calculate your premium. You

called back October 17, 2014 and provided us with the transcripts needed to add

the GSD for your son, [redacted], which you were informed this would apply a $76

credit to your annual premium. On November 26, 2014, you reached out to our PMG

department and provided the annual mileage for both the Lexus and the Honda.

Based on the readings provided we advised no vehicle mileage credit could be

applied as readings were not accurate. You stated you would check the vehicles

and call back. We received another call in on December 2, 2014 where you asked

for a quote to replace Lexus with a 2012 Toyota Camry. We advised on that call

what the new annual premium would be adjusted to and that you still had not

made the payment we billed you in November and the policy was set to cancel

December 5, 2014 for non-payment and the call ended. We called you back to try

to save the policy an hour later, and you advised our save team representative

you would make the payment by December 4, 2014. Our records show you called our

PMG department December 3, 2014 (7:59pm) to request that we exclude your son,

[redacted], from the policy. We advised the credit that would be applied to the

annual premium would be $176, but the policy was currently in danger of being

cancelled. We further explained the current balance due was $893.79 until

signed exclusion was received and processed. The minimum due to save the policy

with the signed exclusion would be $358.89 or $456.96 without signed exclusion

for [redacted] being received. You stated you understood and the call ended. The next

day, December 4, 2014, after speaking with you, we received the faxed signed

exclusion and added the appropriate credit to your policy of $174. The credits

applied on your policy pushed back your cancel date and allowed a new adjusted

billing to be generated to you. At (11:13am) on December 12, 2014 you contacted

our PMG department and requested the policy be cancelled stating the premium

was too high. At (11:27am). That representative acknowledged your request then

transferred you to our save team who finalized your request and advised of the

balance still due. Your response was that you were informed there is no balance

due from the [redacted] call which does not reflect in our records. Attached you

will find the declaration pages as well documenting your requested changes and

the adjusted balances due. The Exchange handled all your requests and billed

properly. The balance of $308.48 remains

valid and unpaid as of the writing of this letter. Please feel free to contact

[redacted], Collections Supervisor 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.

Regards,

I don't agree to what AAA was saying that there was no communication made with them when their representative advised me that I don't owe them anything and that what I previously paid will cover me until Dec. 14, 2014. I have an e-mail as a proof to support this. I actually requested that he gives me something in writing but he said I can only e-mail you that your next payment should be on Dec. 14. I repeatedly double checked with him if there is anything I should pay if ever I cancel on or before Dec. 14 and he clearly mentioned there is none. Now, I think the integrity of the company is questionable.

Review: I was involved in an accident, which was entirely not my fault. The accident resulted in considerable damage to my vehicle. AAA is the insurance of the other driver and they have not handled my claim properly. I have not been offered reasonable compensation for my losses. In addition, I received an untruthful and demeaning phone message. AAA is basing its valuation of my vehicle entirely on vehicles which are outside my market area or in considerably worse condition than my vehicle. AAA originally provided 7 comparison vehicles ranging from 84 to 369 miles away. When I said that these were not in my market area they provided four additional comparison vehicles, 2 were over 80 miles away, one was in very poor condition needing a rebuilt engine and one was actually in Mexico. Thus their valuation of my vehicle is faulty. While my claim has been pending, my vehicle has been located at a collision center which is under contract with AAA. My vehicle has not been maintained in the condition at which it arrived at that facility. Several pieces of my truck have been removed. AAA is now refusing to pay for a rental vehicle while my claim is pending. AAA has not been forthcoming about how I can proceed to have my issues addressed within AAA. The accident occurred on September 24, and I have still not been offered reasonable compensation for my losses.Desired Settlement: I would like to receive a reasonable offer of compensation for vehicle and other losses. I would like to be given a rental vehicle while my claim is pending. I would like AAA to review its practices in handling its claims to make sure all claims are handled in an equitable and fair way. I would like to have a reasonable offer for my pain, suffering, time and loss of income which has been caused both by the original accident and the time it has taken to resolve this claim.

Business

Response:

We understand you have been speaking with Mr. [redacted], team manager at our

Review: At 9 a.m. on September 25th, 2014 I called AAA roadside service. My battery was low and so my car was not starting up. Around 10 a.m. the contracted company, Brea Towing, arrived as they were dispatched by AAA roadside assistance. He began the process of checking my battery by trying to remove the battery cover. He was struggling so I told him he needed to press the buttons on the sides of the battery cover. My car is a Volkswagen Jetta 1.8 Turbo 2004. This car is designed with important wiring through out the car and above the battery, and below the battery cover. After he struggled to get the battery cover off he did his tests. He ask me to start the engine. It started after a little bit. Then he move his connectors around and then ask me to test again. It did not start. He then moved another set of connector and then asked me to star the car again. It started. He then removed the connectors and gave me a print out showing the diagnosis of three things. One of them was the battery with a voltage of 11.45V. I asked him to replace the battery. He said he would ask his supervisor. I believe he was a new technician. After talking with his boss his boss said no. He said I would need to take my battery to a battery testing place. If the battery is proven to not hold the charge they would replace it. I was not happy. He left. I drove my car for 4-10 minutes and the car began to overheat. I stopped my car immediately and called AAA. I asked for a supervisor and told them the issue. The guy was cooperative. He kept using words like, well what do you want me to do? We can send a guy to tow the vehicle to a repair shop. I told him that they damaged my vehicle, they need to fixed it. My car was stopped for about 40 minutes. I drove it to see if it would over heat. It did again. After work I called the lady at AAA. I informed her of the issue. She said they will investigate it, yet she showed me no sign of effort. I am stranded at home and I don't see any effort from them.Desired Settlement: I expect that AAA will fix my car on their expense. The fact that they damaged my vehicle on purpose or by accident, does not matter to me. What matters is that they take the proper responsibility to fix what they broke. I don't have the money to go and fix this issue myself, and I will not, since they damaged it. I am a paying AAA California club member. If the law does not force them pay for all damages that they have caused, including any damages as result of the damage they have caused, such as any engine damage, replacement of internal sealed coolant (special on my car) or any other damages caused from this mistake. I also expect that they pay for a reasonable car rental, all paid by them, until the car is repaired and brought back to the same condition it was in before they damaged it. If I incur loss of pay because of not being able to get to work, I expect them to pay for that as well.

Thank You.

-[redacted] (213) 909-6035

Business

Response:

We would like to begin by extending our apologies for any frustration and inconvenience you experienced as a result of the service provided to you by Brea Towing, one of our Independent Service Providers. Our understanding of the issue is that the results of the battery test performed on your vehicle came back as “charge and retest.” The technician then appropriately asked you to take your vehicle to a local Approved Auto Repair facility to have the battery charged and retested. We understand that out of frustration with this request you demanded that the technician override procedure and immediately replace your battery. Due to the elevated disagreement you had with the technician, he was instructed by his dispatcher to leave the scene and diffuse the situation. Shortly thereafter you drove away and reported that your vehicle had over heated. Mr. [redacted], Contract Stations Relations Supervisor, was asked to contact you and resolve your concerns. On September 30 your vehicle was inspected by Mr. [redacted] and no link between the overheating and the jump start was established. Further, two Automotive Service of Excellence (ASE) Master Mechanics were consulted to review this case. The combined thorough investigation resulted in the determination that the overheating of your vehicle was not related to the jump start it received. Mr. [redacted], as a courtesy, contacted a VW Dealer who stated they would give you an opinion of the issue if and when you bring the vehicle to them. Mr. [redacted] ended his investigation with you by stating that he will be more than happy to review this matter further should additional information regarding your claim arise. If we may be of further assistance to you or should you wish to discuss this matter further, please contact Mr. [redacted] at (714) 424-8191.

Review: I contacted AAA on 7-15-14 to cancel both my home and auto policies. I spoke with [redacted] in the cancellation department in which I explained to her that I have already obtained insurance with another company dated 6-18-14. She advised that I needed to provided my insurance declaration pages as proof and that the account would have to be sent to another department to be processed and back-dated so I can receive the appropriate refunds from the deductibles I have already paid. I provided [redacted] with the documents at the conclusion of our conversation via email and received no response. I contacted her to verify that she received the documents and she verified she did via email and stated the account was being closed. On 7-25-14 I had still not received any confirmation of cancellation, refund, or documentation so I called back and spoke with [redacted]. He stated that he did see the request on the account but could not verify why it hadn't been processed yet. He requested I resend the insurance declarations from my new insurance to him and that he would give me information by the end of the day. I sent [redacted] the documents by the end of our conversation and still have not heard anything from this company regarding my cancellation or refund. I also received in the mail today a cancellation notice by default for non-payment in the mail from AAA. To date, this company has failed to respond to my requests for cancellation or provide the appropriate refunds for both policies.Desired Settlement: I am requesting that AAA cancel my home and auto policies in a timely manner, provide documentation of the cancellation, and provide the prorated refunds owed to me on both policies.

Business

Response:

A review of our records reflects that on July 15, 2014, you spoke with our representative and requested to have your auto and home policies cancelled effective June 18, 2014. As the effective date of cancellation was 27 days in the past, we required a copy of your policy declarations with your current insurance provider. Upon receipt of the documents, our representative followed an incorrect cancellation process, resulting in the delay you experienced. On July 25, 2014, you spoke to our representative and again requested to cancel your policies. With our representative’s receipt of the qualifying documents both your auto and home policies were cancelled effective June 18, 2014. As a result, on July 28, 2014, we mailed you a refund check in the amount of $69.88 for the unearned premium on your auto policy. On July 31, 2014, we mailed you a refund check in the amount of $401.00 for the unearned premium on your homeowner policy. Please accept our apologies for our original representative’s error when she processed your request for the cancellation of your policies. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. While we understand your decision to cancel your auto and homeowner policies, we hope you will consider us again in the future as your insurance provider. If you should have any questions, please contact [redacted] at ###-###-####.

Review: I signed up with AAA back in Nov. of 2015 to have both of my cars insured with them and paid a initial $416. Then paid $287.24 in Jan. 2016. I then received the bill for February and there was a finance charge of $27.98 which was never disclosed to me that there will be a finance charge to have automobile insurance with AAA. I then called the Agent I signed with and he said that's normal charge that they add with the car insurance. So I felt that I got lied too. I could not continue to use AAA now knowing how they do things. So I bought another insurance policy with All State before my Insurance with AAA expired. Now AAA is asking for a additional $64.74 for a supposed lapse in coverage when I went personally to there office is [redacted] on 2/9/16 to cancel the policy which expires on 2/10/16. I am really disappointed how AAA has handled these situation. I called their customer support and the lady on the line was rude and was of no help at all. I am hoping for assistance from the CA Dept of Insurance that businesses like these are checked and not continue to harass hard working people like me.Desired Settlement: I would like to have the $64.74 supposed lapse be waived and investigate what happened to the $416+$287.24 that I put down. Thank You for your time.

Business

Response:

We would like

to begin by extending our apologies for the frustration you experienced when

you purchased a new auto insurance policy from an agent in our [redacted]

branch this past November. It is our understanding that at the time you

purchased the new policy our agent may not have clearly communicated to you

that a service charge is included with each of your monthly payments. The

Exchange, like many other insurance organizations, offers an auto insurance

installment payment option and assesses a finance charge to help defray the

expense of this option. The expenses of this option are both operational and

administrative, including costs of multiple billings and the costs of related

system controls. It is very important to us that our representatives provide a

clear and accurate explanation of both our payment options and any finance

charges that may be incurred by our members who purchase a new insurance

policy. [redacted], Regional Manager, advised that the Insurance Business

Manager in [redacted], [redacted], has contacted you and discussed

your concerns regarding this finance charge included with your insurance

payment. Please accept our sincere apologies for any miscommunication and allow

us to assure you that it was not our agent’s intention to mislead you in any

way regarding the finance charge assessed as part of our insurance payment

program. In regard to your question about the bill you received for $64.74. That

is not related to the finance charge. That amount is what was billed as part of

the annual insurance premium for time that your policy was in force and not

covered by the $416.00 down payment you made last November. We are sorry we are

unable to provide for your auto insurance needs at this time. However, we

greatly appreciate your 31 years of loyal membership and hope to have the opportunity to serve your membership needs

again in the future. If you have any other questions please contact [redacted] directly at [redacted].

Review: This has been an ongoing issue for the past few years. AAA's billing system is broken and my statements are sent to my parents house instead of my own. I have called repeatedly to resolve this issue as well as gone to branch locations myself in person to correct this issue. Each time the problem is fixed I am assured that it will not happen again, and a few billing cycles later my statements are being sent to my parents house yet again.Desired Settlement: That AAA will once and for all correct my auto insurance billing address and destroy any AAA related connection they think they have between myself and my parents address. I have not lived there in over 13 years.

Business

Response:

We extend our

apologies for the frustration you have experienced with the insurance staff in

our [redacted] branch. It is our understanding that you have attempted to contact

us several times about correcting your address and it has not been corrected in

a timely matter. 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. [redacted], Insurance Business Manager, has made several attempts to reach you at

[redacted] and [redacted] but did not have the pleasure of speaking with

you regarding your customer service concerns. In addition he emailed you at [redacted] and included his

contact information. He has assured us that he will personally provide

additional coaching to these employees to ensure these service failures are

rectified. We appreciate you bringing this situation to our attention as this

provides us with the opportunity to review our internal processes and improve

overall member service. If you should have any questions or concerns, please contact

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

Review: On or about the 2nd or 9th of June. I contacted AAA Auto Insurance to obtain auto and renters insurance. I spoke with a Mr [redacted] and purchased auto and renters insurance. He stated, he would send forms for me to sign and to return to him. This was on a Tuesday, the 2nd or 9th of June. I did not receive anything in the mail from him the following Tuesday and I called Mr [redacted]. He stated, I should receive it in the mail tomorrow. I did not receive anything from Mr [redacted] the next day or that weekend. On June 25th I spoke with a supervisor [redacted] who stated I should have received the paper work by now. He contacted Mr [redacted] and he were to send my papers to Victorville Ca. On Friday June 26th I went to the Victorville location and no one had receive anything from Mr [redacted] pertaining to me. The Representative at Victorville contacted Orange County and said it was being sent now. I told her that I was going to the library. Im here filing this complaint. I informed Mr [redacted] that I was homeless the month of March 2014. I have caught up with my car payment and needed to obtained auto insurance and renters insurance. I informed him that I commute one hour and a half drive one way to my employment and work a 12 hrs shift. I needed proof of auto insurance as soon as possible. I have not received anything from Mr [redacted] as of this date.Desired Settlement: I only request to receive my AAA Auto Card and a copy of the auto insurance and renters insurance policies as well as proof.

Business

Response:

It is our understanding that on June 2, 2015,

you spoke with our agent, Mr. [redacted], who assisted you with the

purchase of your automobile and renters insurance policies. Mr. [redacted] informed you that there were forms that required your signature and, per your

request, Mr. [redacted] mailed the documents to you later that day.

Approximately one week later, you spoke with Mr. [redacted] informing him that

you have yet to receive any of your policy documents. Mr. [redacted] then

suggested that you allow two additional business days for delivery and if still

not received, to call him back to discuss alternate options. Unfortunately, a

call back was never received. Subsequently, on June 26, 2015, Mr. [redacted] received

an email from Insurance Service Representative, Ms. [redacted], from our

Victorville branch office, informing him that you were waiting to complete the

required paperwork at the branch office. Upon receiving this initial

notification, he forwarded all the necessary forms to Ms. [redacted] for assistance.

Regrettably, a minute later, Mr. [redacted] received a response from Ms. [redacted]

stating that you were no longer available and would return at a later time. It

was on the following day, Saturday June 27, 2015, that Mr. [redacted] received

an email from Senior Insurance Service Representative, Ms. [redacted],

submitting your completed documents. Ms. [redacted], Insurance

Business Manager, contacted you and offered our apologies on the time it took

to receive your policy documentation. We understand that the documents have now

been received and your policy is in good standing. Please be assured that

occurrences such as these are not our usual and customary way of conducting

business. If you have any questions, please contact Ms. [redacted] at

[redacted] ext. [redacted]

Review: Good Morning,

Several years ago I decided to get rid of my car and purchase, instead, a motorcycle to drive around Southern California. At the time I had insurance through some other company and my mother suggested I check out AAA of Southern California since we had been members of them for over 11 years. I went into their offices on [redacted], in [redacted] California and they informed me that in order to get insurance through them I would not be allowed to use our family membership that we had for over 11 years, but I would instead have to purchase my own policy. I was not very happy about that but I figured with the benefits I had through the AAA that it would be worth it. I opened my own individual account, while still maintaining my family account and I also purchased the legally mandatory insurance for my motorcycle. A year later I purchased another motorcycle and added that to my policy as well bringing my policy with AAA up to two motorcycles and no cars. I tell you this because during the entire time I have had coverage through AAA I have never used it. Ever! So I pay them $78 a year for piece of mind and nothing more.

Last month, I had a flat tire on my motorcycle and decided that it was finally time to break out my membership and have them tow my bike to the dealership less than two miles from my home to have the tire fixed. Even though I could have just driven it there with very little worry about damage to the rim, I decided to use my membership that I was paying for on my Motorcycles that was entering into it's second year. Upon calling the AAA roadside assistance for help in getting my bike towed to the dealership, I was told that the membership that I was paying for coverage on my Motorcycles was null and void because my vehicles were considered "recreational" and were not covered by my membership. They would be more than happy to tow my vehicle if I was willing to pay an additional fee! So in essence, AAA of Southern California was selling me something that they knew full well that I was unable to use due to the vehicles I was operating and took my money without ever telling me about the additional fee and with no intention of ever allowing me to utilize their service that I was paying for because my vehicle was placed in a different category by one of their pencil pushers. They were fully aware that I never use my service and was simply hoping that they could continue to charge me for something that simply didn't apply. Their tactic was not only unethical but certainly borderline illegal. Bait and switch comes to mind when I think about what they were trying to pull. So, instead of simply covering the liability on a motorcycle which statistically is rarely ever paid in the industry and is considered by most insurance agents as free money to the companies, AAA of Southern California got greedy and decided to take the regular policy, force the customer to add a roadside package that they know full well can't use and then hope a pray that their customer never actually uses it.

Luckily for me I wasn't in a situation where I really needed roadside assistance otherwise I would have been placed in a very precarious situation and probably would have been forced to pay the additional fees to use a product that was sold to me under false pretenses. Instead, I was lucky and was simply using it as a convenience. Once I discovered their scam, I immediately cancelled the policy and asked for a full refund of both my insurance and membership fees that I had paid for that year since it was obviously sold to me under dubious circumstances. I spoke not only to the call center, but a representative of their corporate offices making it very clear to them my anger over this obvious scam and demanded they return all money paid to them that year immediately. Several days later I received a pro-rated refund for both my membership and my insurance. Considering the nature of this scam, I expected a full refund not a pro-rated refund and still expect that to this point. In addition to this, I feel that my membership fees should be fully refunded, not just for the last year, but for the entire time I had my individual membership since if it would have been explained to me fully and completely, I would never have opened this additional membership because I would have taken my business someplace else. I expect a full refund for their underhanded business tactics and would warn any motorcycle enthusiast to steer clear of AAA of Southern California completely!

$192.00 Paid to AAA for Insurance on 1/13/2015

Refunded $159.00 on 2/9/2015

$78.00 Membership Fee on 1/7/2015

Refunded $65.00 on 2/6/2015Desired Settlement: I expect a full refund for all moneys paid to AAA of Southern California simply because the services they sold to me were null and void.

$33.00 for insurance

$78.00 for membership in 2014 that was unusable

$13.00 for prorated membership for 2015 that was unusable

$124.00 refund total.

Anything that you can do to help me recover my money paid to this non-service focused organization would certainly be appreciated.

Business

Response:

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].

Review: We purchased a home insurance policy from AAA for our new home in September 29, 2014. The policy was purchased during escrow, where I payed one year insurance fee upfront directly through the escrow.

On 12/23/14 I received a phone call from AAA insurance sales rep ([redacted]), stating that the AAA is increasing the policy cost from 1406/yr to 1999/yr. The reason of the price increase given to me was that AAA made a mistake in the original cost of the home and did not include a kitchen in the policy! This mistake was done by the Encinitas branch, managed under [redacted], and caught by their underwriters. I was told that I had to pay the difference in full to keep my policy. I asked for the policy change statement to have the changes in writing, which I received via email from the sales rep ([redacted]) on 12/26/14. I also received a check on 12/27/14, stating that my insurance was canceled on 12/23/14. I was told that I would get a bill with the policy change statement in mail, where I had to pay by January 19, 2015.

Currently, my home insurance is canceled by AAA, because of a mistake done by AAA. It is weekend, all insurance companies are closed and I do not have home insurance!

AAA has waisted my time when I was getting home insurance quotations during my home purchase, has done mistakes in the policy, increased my coverage fee due to their mistake (caught by their underwriters), and canceled by policy without sending me a bill or a new quotation for my consideration.Desired Settlement: Refund me for the amount charged thus far: $320. This is the least AAA can do to compensate for the time I spent for signing up with them during escrow on a policy they did not honor, and the time I have to spend to get another home insurance, following up on all the paper work with escrow and the bank holding my home mortgage.

Business

Response:

We extend our

apologies for the frustration you experienced when you purchased a homeowner’s

insurance policy from our Encinitas branch. It is our understanding you

obtained a homeowners policy in September of 2014, ([redacted]). [redacted]

contacted you in November advising that an error was made in the original

calculation of the replacement cost of your home and that in order to

accurately calculate the new cost, a high value inspection was required. Based

on the inspection and all the data characteristics of your home, our

underwriting department determined your home was not properly rated and

recalculated your replacement cost value to $858,000. This generated a prorated

premium increase of $453 and a new annual premium of $1,999. You were advised

by Insurance Business Manager [redacted], that you had the option to either

decline the changes or accept the new premium.

By declining the changes, a prorated amount owed would be calculated for

the period of time the policy was in force using the initial calculated

premium. On December 23, you contacted [redacted] advising him that you accepted the

policy changes and premium increase. Since the policy was scheduled to cancel

effective December 21, the system generated a Notice of Cancelation and a

refund check in the amount of $1,086. Once underwriting was advised that you

accepted the premium increase, the policy was reinstated with no lapse in

coverage, the refund was applied back to the policy and a Disregard Cancel

Notice as sent to you December 23, 2014. [redacted] advised that he attempted to

contact you on January 8, and again on January 12, to address your concerns,

but was unable to reach you. We appreciate you bringing this situation to our

attention as this provides us with the opportunity to review our internal

processes and improve overall member service. If you should have any other

questions or concerns, please contact [redacted], Regional Manager directly

at ###-###-####.