Automobile Club of Southern California

Review: AAA has accepted the home policy premium, completed the home inspection and issued the home policy. Their underwriter [redacted] and [redacted] sent out a letter of cancellation of the policy. Their sales person [redacted] and his manager [redacted] has contacted the underwriter and has disagreement for the cancellation. The underwriter does not want to take risk of brush fire which is very low for this property. I have three vehicles and another property insured by AAA which has no risk are OK with them, but a low risk property can not be insured according to their guidlines. These guidlines appears to be written just infavour of the company and not the customer. I spoke with [redacted] and seems like her manager is very adamant does not want to reconsider the inspection report. I am very dissatified and unhappy with the AAA insurance and their procedure of underwriting and will take all my business including my three vehicles and home to some other insurance company.Desired Settlement: Honor the policy that is already issued and accepted.

Business

Response:

We understand you contacted the

Review: On Oct. 11, 2013, I was involved in a car accident. AAA found I was at fault despite proof to the contrary. My claim was handled by someone quite inexperienced and, as a result, my car was unnecessary totaled. I bought a new car a week later. I informed AAA I would keep the same policy Id previously had. I received a confirmation email from [redacted], the Team Manager, with a quote of the new premium. I then received a confirmation letter from The Vice President with the same exact amount. For more than 2 months I had to beg for my insurance cards before I finally received then.To my shock I then received another invoice with a totally different premium raise, a stunning $500.00 more! I paid the original amount I was quoted by the Team Manager and the Vice President for the whole year ($1374.00). Now I am being harassed with notices and threats of finance charges if I dont pay the additional amount!Desired Settlement: To have AAA correct their mistake and adjust my premium to the original $1374.00 (already paid in full for the year) I was given by the Team Manager and the Vice President and stop harassing me about an extra $500 dollars that came out of nowhere.

Business

Response:

The primary reason for the increase in your annual premium was the accident of October 9, 2013. You were found to be principally-at-fault in this accident. As required by California Insurance Code (“CIC”) § 1861.02, the Interinsurance Exchange of the Automobile Club’s (the “Exchange”) rating plan, which was submitted to and approved by the California Department of Insurance (“CDI”), uses the driving safety record of each insured operator to generate the largest single portion of the premium charged. A person’s driving safety record includes all suspensions, revocations and cancellations of the driving privilege, as well as all convictions for traffic citations and principally-at-fault accidents incurred by regular operators of insured vehicles during the three years immediately preceding the policy or renewal effective date. A principally-at-fault accident is defined in the CIC as one in which the driver was 51% or more at fault and the total loss or damage caused by the accident exceeded $1,000.00. In our letter of March 21, 2014, I stated that the above principally-at-fault accident, the rate revision implemented on July 1, 2013, and the need to insure a newer, more highly rated vehicle (the 2007 Dodge Caliber SW 2WD SXT, I.D. #4760) were responsible for the increase in your 2014 renewal premium. We also advised you that if you had not been principally-at-fault in the accident and our rates had not changed, your 2014 renewal premium would have been $1,297.00 even with the Dodge rather than the 2004 Jeep being insured. In view of the rate revision and the inclusion of the October 9, 2013, accident in the rating process, your 2014 renewal premium was $1,924.00 less the Policyholder Savings Dividend of $87.00 that the Exchange applied to your account. This left you with a net premium of $1,837.00. We also wish to reiterate that your policy was rated in strict compliance with our current pricing plan and that the premium amount calculated in compliance with that plan is accurate. Consequently, the Exchange cannot arbitrarily adjust the premium amount. We must apply our rating plan in a fair and equitable manner to all insureds and charge the exact premiums calculated in compliance with our plan. Therefore, no refund is currently due you. We would like to clarify the apparent confusion regarding the premium of $1,374.00 mentioned in your letter. This premium amount was simply the revised total annual premium that would have been charged for the 2013-2014 policy term if the 2007 Dodge Caliber had been the sole insured vehicle listed on your policy at the inception of the policy year. It was never presented to you as your premium total for the 2014-2015 policy period. The misunderstanding regarding your 2014 renewal premium stems from the fact that two separate policy declarations were issued on the same day. That is, on January 17, 2014, the Exchange issued policy change declarations showing that the 2004 Jeep had been replaced with the 2007 Dodge Caliber. On this same day, in order to offer you renewal at least 20 days prior to the expiration date of your policy, the Exchange issued Renewal Declarations. The renewal premium shown on these declarations included the October 9, 2013, accident and the 2007 Dodge Caliber and was calculated using the revised rates mentioned previously. Both of the declarations, however, showed the policy terms for which they were issued. Finally, we would like to clarify that when Mr. [redacted], Supervisor, Policy Management Group, stated that you were a first year insured, he was referring solely to the number of years you had been insured by the Exchange. He was not referring to the number of years you had been a member of the Automobile Club of Southern California, which had no bearing on the calculation of your premium, your acceptability for insurance or any other aspect of your Member’s Automobile Policy. It is the position of the Exchange that you were properly informed of the underwriting requirements to replace the 2004 Jeep with the 2007 Dodge. You did not provide the requested documentation in a timely manner and did not make the Dodge available for inspection. The Exchange acted in accordance with its underwriting acceptability guidelines and promptly and accurately advised you of our requirements. In your letter, you also stated that the Exchange had refused to respond to inquiries sent to us on your behalf by the Revdex.com (the “Revdex.com”). We have no record of having received any communication from the Revdex.com regarding your policy. If we had received an inquiry from the Revdex.com, we would have responded promptly and fully. Our Member Relations Coordinator contacted the Revdex.com and learned that there were system issues that kept the Exchange from receiving complaints from the Revdex.com. These issues have since been resolved. If you should have any questions, please do not hesitate to contact [redacted] at ([redacted]) [redacted], or [redacted], Manager, Underwriting Department, at ([redacted]) [redacted]-1767.

Review: Reported an accident that occurred on 11/28/2015 and was given claim number [redacted]. I suffered no loss. Agent claimed she didn't hear from other party and closed out my claim. Now I am getting calls and letters from other party's insurance company ([redacted]) wanting me to record answers to their questions. There is a police report on this incident. I have emailed AAA several times begging them to tell me what to do and they refuse to respond.Desired Settlement: I need to know the status of this claim; it should not be closed if the other party is pursuing it. I should not have to deal directly with other party's insurance company. AAA should be working on this and reporting resolution to me in a timely manner.

Business

Response:

You indicate [redacted] Insurance has contacted you to secure a statement from you on this loss. You have indicated you do not want to discuss the accident with [redacted] Insurance. Furthermore, you have no intention in filing any claim in this loss. The damage to your vehicle was a slight paint transfer. We have reached out to [redacted] Insurance and informed them that all communication should be directed to us and that you wish not to speak to them directly. We have the police report which is inconclusive. The other party and you have conflicting opinions as to which car collided with the other in heavy traffic. Regardless, we have coded you not at fault in this loss. Should you have further questions or concerns, please contact [redacted]

Review: The initial quote I was given online was different from the one provided by the local representative. This was not such an issue since there might have been different questions and therefore different information that could have modified the initial quote. No other information was requested or provided, but a week later I received a phone call requesting me to go in again to review my policy. An addition amount had to be paid to keep my existing policy. The final straw of extortion and shakedown was I received a letter informing me that an addition $65 will be needed to maintain my current policy. These increases were all within a three week period. I have never made a claim and I have never had an accident. EVER.Then when I cancelled my policy and then my daughter's (we both found policies at a quarter of the premium), on both occasions they said that the check was in the mail and after a month and numerous calls where I was given different and conflicting information, they said they will re-issue the checks. Independently, my daughter experienced the same process of "The Check is in the Mail." This is not a hiccup but policy at the office in Chula Vista. A corrupt system of extortion and delays.Desired Settlement: Investigate and if there is extortion--systematic practice of shakedown and delay in paying back refunds--to sue the office for consumer fraud.

Business

Response:

It is our understanding that you met with sales agent [redacted] on August 24, 2015, to purchase an auto policy for you and your daughter [redacted]. Both policies were bound with an effective date of August 25, 2015. After our underwriting department reviewed your daughter’s policy application, [redacted], it was discovered that she did not meet our underwriting gui[redacted]ines due to her driving record. A Notice of Cancellation was issued on September 2, 2015, advising that her policy was scheduled to cancel effective September 23, 2015. When your policy application, [redacted], was being processed, we learned of previously unknown activity on your driving record which generated a premium increase. Additionally, the professional discount was removed from your policy due to not receiving the required documentation generating an added premium increase of $67.00. On October 21, 2015, a letter was generated by our underwriting department requesting to verify the information on your policy to be correct and whether or not you accepted the premium increase. The letter also advised that an Exclusion of Designated Person Endorsement ([redacted]) was required for your daughter [redacted] since our records indicated she was residing at the same resident address. You contacted [redacted] on October 28, 2015, requesting to cancel your auto policy advising that you purchased an auto policy with another carrier. Your policy was cancelled and a refund check in the amount of $531 was issued on October 30, 2015. Mohmoud Bondugjie, Insurance Business Manager in our Chula Vista branch, spoke to you on November 25, 2015, to address your concerns. You advised him that you had not received your refund check. He informed you that he would request to have your refund check reissued and mailed to [redacted] per your request. If you have any other questions or concerns, please contact [redacted], Business Development Manager, 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.

1. Delay in paying back the refund. I phoned twice on behalf of my daughter and then went to the office in Chula Vista where I had to gain permission from my daughter by phone in order for me to ask if the refund check was sent. They assured me that the check was sent. A week later my daughter still had not received the check. She called them again (twice) and on the last call asked them to cancel the original check and issue another one. She received the check 6 weeks late.2. The same process is happening with my refund check (which I still have not received). I called three times to check the status of my check and on all three occasions I was told that the check was issued. The last time I asked to cancel the check and issue another one and on that same day left a message with [redacted] whose answering message said that he will return my call that same day. The only time he responded was when he received the complaint from Revdex.com more than a week later. Only then was I informed by Mr. [redacted] that my refund check was sent which to this day November 30th I still have not received.

Review: Upon entering into a contractual agreement with AAA for a 12 month Auto Insurance contract, I was working with the an agent within the Laguna Hills branch who reached out to me regarding my online quote request. After two weeks of finalizing policy details, premium rates, deductibles, etc, we came to an agreement on all of the above. All details were documented in writing including monthly installments rates, confirmation of agreed upon premium, mileage, etc. After collecting my large down payment and providing me with the electronic forms to sign, the agent suddenly became unavailable despite my many attempts to contact her with questions regarding the paperwork/contract provided (there were a few red flags that were concerning to me). After over a week of attempting to contact her (and an attempt to reach her boss), I made a second attempt to contact her manager to resolve the issues. He made excuses for her absence, committed to have answers to me by the end of the day, and I never heard from him again. By this time, my previous insurance coverage was reaching expiration and I was forced to sign the document or be faced with no insurance coverage (illegal in CA, and with my car being under a loan, it is required by law that I provide this). I had no time to shop other options, thought we had reached an agreement, had our agreement documented, and yet was unable to reach the agent with questions. Now, the contract reflects a MUCH higher rate than we agreed on and needs much revision and I cannot get anyone in the company to right the wrong. Despite my month's worth of attempts and the fact that I have everything we agreed upon in writing. I have contacted corporate customer service, the branch manager again, and have now visited the Huntington Beach branch location to no avail.Desired Settlement: I would like the premium we agreed upon to be put into effect. In addition, I expect details on how and why this occurred and what will be done to ensure this doesn't happen in the future. At the VERY least, I expect this company to back up what their agent put in writing as it was no fault of mine that the premiums changed from our agreement when no details on my end changed.

Business

Response:

We extend our apologies for the frustration you have experienced while attempting to resolve your concerns with your auto insurance policy. It is our understanding that you have contacted us several times regarding this matter. [redacted], Business Development Manager advised that he has spoken with you regarding your concerns and inquiries specific to your final auto insurance policy annual premium. He advised that your concerns have been addressed and you are satisfied with the premium we are charging. If you should have any questions or concerns, please contact [redacted].

Review: I suffered a lost on 1-31-2014. Someone broke into my home & I made a claim with my Insurer. Since that day I have been getting harassed by my adjuster. I had my claim transferred from the first adjuster named [redacted] and given to [redacted], of whom wasn't much help. I then requested an investigator and she was a minor help but informed me that she was given special instructions by Ms. [redacted]. She began telling me that I wasn't allotted stipends that I know are covered in my policy for lost of use. They accommodated me in a hotel stay for a month due to my home being unlivable and each week, or sometimes each day I had to keep asking for additional nights, even though the city inspector had deemed my house unlivable and there was no proof that my landlord's had made any repairs. While relocating to another place, that home was also broken into and vandalized and I filed yet another claim. They are trying to combine the claims even though they have already assigned another claim number. I have proof that my house was still unlivable, and they refused to accommodate me during the last few days, of which I spent the night in my car. I pulled out my money from my 401k and I have exhausted all of my savings. I have asked them to at least expedite my lost of use money, and let's work on my actual claim so that I can continue living, and they told me that it will all be handled at one time, even though they are two separate claims and I am just handling the first at this time. I am not sure why I am being given such a hard time in regards to my claim. I have cooperated and even spoke to a supervisor Mr. [redacted], and advised him that I have never suffered a lost of this kind, and I haven't been given the proper service. He accommodated for a minute but now we are right back into a back and forth mitigation with no resolve.Desired Settlement: I would like my lost of use claim to be expedited and my claim to be transferred to an adjuster who has experience with complicated claims. I am already on leave from work as a result of stress, and they have made this experience even more stressful. I don't pay my insurance to be treated partially by my insurer. If I have further non-cooperation I will then pursue this matter for not only my lost items, but also for punitive damages.

Business

Response:

Insured filed multiple claims. We had insured complete examination under oath. Claims has been since been settled.

Review: September 2012 I renewed my auto insurance over the phone, with a young man, got the paid in full discount and paid $800 for which I was told would be good & would not have to worry about paying against until September 2013. I kept receiving statements from AAA but the balance was $0. I figured that it was probably common practice for the company to send out billing statements but because I had already paid for the year I was sure I the balance would be zero. Then in February 2013, I called customer service because I noticed one of the statements said I had owed money. The customer service rep I spoke with apologized & stated that the paid in full discount & probably not been applied properly & that she would resubmit it, for me not to worry & I was once again good on payments until Sept. 2013. In April, after returning from out of town I noticed that I had received another letter from AAA but this time stating that my policy was being canceled. I immediately called customer service, & for the first time they noticed there was a previous balance of $129 on the policy that they failed to notice when I renewed & when I called in Feb. I was under the impressed the entire time that the previous balance was included in the renew and I was good on payments until Sept. 2013. I just so happen to speak to the same young man that did my renewal and he said that for some reason he did not see it at the time and did understand why he did not see it & apologized. I was told to pay the $164 (amount after late charges & billing fees), otherwise my policy would stay canceled. As a full time student that requires strict budgeting I was not able to make the payment & requested to speak to a manager. The next day a manager by the name of Ronda called me, was extremely rude, just to tell me there was nothing they would do even though it was their mistake that the balance was not applied at renewal. Since then I have been given the run around & left without insurance. Been members for years & so disappointed!Desired Settlement: See Complaint Text

Business

Response:

Response to complainant offers apology and explains policy and billing changes in detail. We took steps to prevent a recurrence.

Review: 1st is did not ask to be hit by their insured person . I was hit by a person who was having a seizure, I was stopped at the light hit at full speed.

taken to hospital , and left on the street that night from no way to find who was it that hit me and their insurance .spent the night on a lawn chair

as my home was in my car and it was destroyed. I asked aaa for a rental car as I hav no home and am looking for a job. they set me up with a rental car

at hertz then a few days later they pulled a trick and said , no we wont pay for the rental now , u will get reimbursement. oh so that blows up my credit card

on their pricing , and negligent ablilty to help me ,as I was nice and thought these were nice people taliking to me .

now I have a credit card bill I cant pay using up my 1000 dollar line of credit ,for their tricky change of plan .because the sign destroyed by this person hits property limits.

all this is a game on me to pay and wait for % reimbursement . now a month later , living out of another rental car til mine is fixed at over $10,000 for a 2 yr old car with 20,000 miles

and credit that was developed with this car I bought.

again they tricked me into paying for my rental and not paying me asap.or just paying for it like they said they would

I dont even hav money to pay for the car im renting this week and the other ones since this happened .

I got a lawyer , but he doesnt pay my bills .

now I hav to live under high stress because AAA wants to worry about a sign and not a person , ME

an injured person , and now they are injuring my credit and all credit I hav is going to pay this car rental.

I hav zero credit available to pay when I return this car next friday .

they hav been very quiet since this happened , the rental car game swap they played .

accident was october 14 2014

I went to hospital , and hav now huge bills from this event ,

I was rear ended at a light , stopped and hit at full speed . put into shock and trauma for several weeksDesired Settlement: I need rental car 100% reimbursement , now !!!!!!!

not 3 months later after my credit is ruined , as a result of their games .

an apology,for playing games with me

with the full funds from all my rental cars and most important the 1st one

as soon as possible .

I needed to pay that car they rented for me , but switched half a week later and made me pay, that is pushing all my credit limit to max.

I need this money right now , to reduce some of the stress they created for me

they are effecting my health with the stress they caused me with thier games .

and be cordial to my lawyer who is working to get me closure on everything .

Business

Response:

Response is to attorney representing complainant. We are responding to an inquiry that we recently received

from the Revdex.com regarding the claim involving your client’s

rental expense. We

understand your office has spoken to Andrew [redacted], Team Manager at our Costa

Mesa Claims Center. As you are aware, the combined property damage to all

parties exceeds our insured’s policy limits of $10,000. Normally this would

result in pro-rated offers to all parties involved. However, Mr. [redacted] has

spoken to Allstate and the Huntington Beach Wetlands Conservancy and both have

expressed a willingness to accept a smaller percentage of their damages so that

Mr. [redacted] can receive a larger percent of his rental expense, which may

include reimbursement in full. At this time Mr. [redacted]’s vehicle is still

under repair with an anticipated completion date of November 26, 2014. Since

the final rental expense is not known, we are unable to present final figures

to the other claimants until we know the full extent of all costs. Mr. [redacted],

we regret any inconvenience this loss may have caused your client and we

appreciate the opportunity to address his concerns. Once your client’s rental

expense has been finalized, please contact Mr. [redacted] at (714) 435-8499 so

that he may work towards a final property damage resolution.

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.

Regards,

Review: AAA Auto Club of Southern CA refuses to cease mailing me "Life Insurance" offers via mail after many requests from me to stop exploiting my name and invading my privacy with solicitations. I am not interested in any Life Insurance policy with AAA Auto nor will I ever be so please stop. Thank you.Desired Settlement: Settlement? To please stop mailing me "offers" for life insurance, please stop exploiting my name, stop invading my privacy and stop bothering me with your "telemarketing fraud schemes and tactics". I am not interested. Thank you.

Business

Response:

Correspondence such as yours concerning our marketing efforts is very helpful as we evaluate our marketing strategies. Your request to no longer receive these mailings was forwarded to my attention for follow up and response. We have taken the necessary actions to ensure that you do not receive any additional life insurance solicitations. We apologize that you had to make multiple requests to stop our life insurance mailings. Our intent with our marketing materials is to communicate the many valuable products and services that the Auto Club offers to our members. However, we strive to move quickly to remove those who prefer not to receive these member offers. Many of our members are not aware of the various life insurance plans available, and they appreciate that they can acquire life insurance from a company, such as the Auto Club. We appreciated having you as an Auto Club member, and we hope that you consider becoming a member in the future to take advantage of the many benefits. If you have questions, please contact [redacted] at ([redacted]) [redacted].

Review: I involved car accident January 8 2015 at parking lot, reported to my insurance company, They invested and told me the other driver should pay the cost. My insurance company told me pay deductible $500 and fix my car, I did. I am still waiting my money,my insurance told me it will take long time. I even have a picture that can prove I was already out of parking lot when the other driver hit my car. The other driver's insurance is AAA insurance [redacted]. policy number is [redacted].ThanksDesired Settlement: I want it resolved as soon as possible and get my money back.

Business

Response:

We apologize

this accident occurred and appreciate the time you took to share your concerns.

In this loss you have stated that our insured backed into your car in a

shopping center parking lot. Our insured driver states that he was stopped in

this parking lot when you rear ended him. We certainly appreciate that this is

a very frustrating circumstance given your strong conviction in the version you

have put forward. Unfortunately no witnesses are available to support or deny

either driver’s version. Also there is no physical evidence available that

resolves this situation. Absent any compelling evidence to the contrary, we

must accept our insured’s version of events. We understand you have had your

vehicle repaired under your physical damage coverage through your carrier. Your

carrier can submit the liability dispute to an intercompany arbitration panel

for review. The Auto Club would accept any decision from that forum that is

within our coverage limits. You also have the option of Small Claims Court

where you could appear in front of a judge and tell your version of the loss

and ask the court to decide liability. Absent any additional information, we

have concluded that [redacted] was not responsible for the loss. We regret this decision could not be more

favorable to your interests and if you have any further information or

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

Review: I purchased a motorcycle in 2012. Being a SEVENTEEN year memberof AAA, I instantly upgraded my service to the "premium" service. I did this by calling AAA on the phone and telling them I needed to add my motorcycle to the roadside service coverage. They also explained to me that I had 200 miles towing with this premium membership. On 5/5/2015 I broke down on a motorcycle 189 miles from home. I was transferred to southern ca office. I was told I did not have the package that included specialty vehicle towing. I had my wife call AAA from home to fix it and she did. Next southern ca told me that although I had the Motorcycke package I was entitled to on,y 100 miles tow. I called my wife and again she called northern ca to fix it and she did. Then the tow truck driver informed me that I had, in fact used ALL my tows and they would tow me 100 miles as a "courtesy" for being a premium member. He stated it would be $9 a mile very mile over 100 miles. My only recourse according to AAA would be to pay the near thousand dollars then file for a reimbursement from northern ca at a later date. I did not have 1000, and had to find someone who drove all the way to Pismo Beach in a RV (which is the only thing he has to attach a trailer to) and tow the bike to [redacted], then he had to drive home all the way to [redacted]. I spent hours in the sun, I was sunburned dehydrated and emotionally and physically exhausted.When I signed up with AAA, It was sold to me as a national chain. I was told I got certain things for paying my dues, which I payed for 17 years. I was never told of any invisible lines of demarcation. If you go past this invisible line you lose all your benifits. I was sold a sevice. That service was motorcycle towing at least 200 miles in the United States of America. What I got was something that wasn't even valid 189 miles from my home. Although their mileage rate was $9 a mile to tow me home, to make up for this fiasco they offered me $1 a mile.Product_Or_Service: Motorcycle 200 mile tow servicDesired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)I want to be reimbursed for the 189 miles I had to tow my bike home myself, wheni had already paid an agency thousands of dollars over the SEVENTEEN years for that very service. I want the $9 a mile they were originally going to charge me, because that

Business

Response:

This is not a matter for the Automobile Club of Southern California (ACSC) to address. This complaint has been previously forwarded to [redacted]. Please forward to correct company for handling.

Review: I renewed my 2014 annual AAA membership in March 2014 by completing, signing & providing my credit card information on the renewal form provided by AAA. As part of said renewal, I added additional coverage for motorcycle roadside assistance and included the increased fee on the renewal form (as per directions provided on the renewal form). AAA timely received the renewal form and charged my credit card (an incorrect amount) yet failed to add the additional coverage. 11 months later, I filed a claim for motorcycle roadside assistance but AAA refused to honor the coverage and states that I never added the additional coverage despite overwhelming written evidence that I have provided to the contrary.Desired Settlement: Refund for my $60 out of pocket costs I incurred for the roadside assistance that should've been provided by AAA had they honored the terms of my AAA membership.

Business

Response:

We contacted [redacted] and

offered apology for the error. He advised that he does not want to renew. We

offered him complimentary Motorcycle coverage for the upcoming term and offered

to reimburse him for the usage he incurred. We are taking steps to prevent a

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

[redacted].

Review: I have been a AAA member for over 5 years. In August of last year I called AAA to tow one of my vehicles to the shop. It needed a new starter. They dispatched [redacted] and recovery, [redacted], [redacted] to tow my BMW. He was a new and inexperienced driver. Per his boss, [redacted]. Whom I spoke to. The tow truck driver damaged my front end of my BMW. The damages were over $525.00. It took [redacted]l, Supervisor of Commercial Claims over 3 months just to inspect my vehicle.I send him pictures and estimates. Then he says there is no way to determine how much damage was caused by the tow truck driver [redacted]. The front end of my vehicle was redone like new in 2008, by [redacted] in [redacted] Ca. I took pictures as soon as I noticed the damages. The tow truck driver drug my front end in the dirt and rocks up my driveway. And on the top of the tow truck underneath my vehicle was a pile of dirt and rocks. [redacted] refused to list the damages he caused. I called AAA membership and explained to them what had happened. They assured me they would take care of the damages he caused. Needless to say I am very disappointed in AAA and how they treat their long standing members. I cancelled my membership. They will never tow any of my vehicles ever again. They get a big fat F from me on their report card.Desired Settlement: Pay for the damages their inexperienced tow truck driver caused to my vehicle.

Business

Response:

We understand you have spoken with [redacted], Contract Station Relations Supervisor, who investigated your damage

complaint. Based on photographs obtained during his inspection of your vehicle

and the photographs provided by you, we concur with [redacted] assessment and

the findings of the independent contract station, [redacted] & Recovery,

attributing the damage to “normal wear and tear.” There are numerous scratches

present on the underside of the bumper, running in multiple directions, which

is an indication of preexisting damage and not representative of any singular

event. You also commented on the length of time it took to have your vehicle

inspected. In reviewing [redacted] handling of your case, there was some

initial delay on behalf of the Club in assigning the case to [redacted]. Once

assigned, [redacted] contacted you on September 15, to advise you that based on

reviewing the photos you provided on September 10, he concurred with the

contractor in declining the claim. You subsequently refused to accept the

declination and [redacted] indicated that he would be willing to inspect the vehicle

in person. [redacted] attempted to inspect the vehicle on Tuesday, September 23,

and then again on September 30, but each time the vehicle was not present. You

then communicated with [redacted] on November 5 with a phone call on November 17

advising that the vehicle was not available on Mondays or Tuesdays at which

point [redacted] made arrangements to inspect the vehicle on November 20. After

having inspected the vehicle, [redacted] declined the damage claim again on

November 21. Our Automotive Services Manager, [redacted], then became involved

to review the investigation and also agreed with the assessment. A final phone

call was made by [redacted] to you on December 16 with a final declination to

your damage claim. During the period between September 15 and November 21,

there was ongoing correspondence, an inspection completed and photographs

obtained from the independent contract station ([redacted]). The personal

inspection you requested did not change the initial investigational results and

instead solidified the original findings. Although no longer an Auto Club

member, we appreciate you bringing this matter to our attention and allowing us

to address your concerns. If you should wish to discuss this particular matter

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

Review: The level of incompetence by field agent [redacted] in attempting to place homeowners insurance was beyond belief. She made error after oblivious error in processing the application and in generating a quotation, as well as in soliciting signatures from myself and my partner. After she inspected the home, the terms agreed to (May 7) and the premium paid in full (May 21), we were then informed by Ms. [redacted] on July 15 that an additional inspection needed to be made, additional documentation needed to signed and that the policy was to be cancelled effective August 12.

Prior to this irritating and unbelievable turn of events, I contacted Ms. [redacted]'s supervisor at AAA Southern California, [redacted], on June 6 for clarification about the policy's status and my concern about Ms. [redacted]'s handling of our insurance and he never returned my call. Ms. [redacted], on June 18, called to say her manager just informed her that I called and that I had concerns. I emailed both parties at AAA and expressed my displeasure that a manager would not step up and address the concerns of a disgruntled customer. Neither have responded.

Upon receipt of the notice of impending cancellation dated June 18, I contacted the underwriting manager listed on the letter, [redacted], on June 21and left her a voicemail as well as sent her an email with attached correspondence from Ms. [redacted] which stated that all was well. Ms. [redacted] also did not return my call nor respond to my email. Given it was her office that made the decision to cancel the policy and given my expressed and extreme displeasure with Ms. [redacted] and her inept handling of the insurance processing, I fully expected a manager to contact me. I am shocked by the profound lack of professionalism.Desired Settlement: I have never filed a complaint against a company, nor their employees, but given the extreme disregard the managerial staff have shown to an eighteen year customer of AAA, I am moved to do so at this time. I have found replacement coverage for the homeowners policy and will be canceling it prior to August 12, along with my automobile insurance, effective July 1, and my 18 year membership with AAA.

Business

Response:

We extend our apologies for the frustration you experienced when you recently purchased a home insurance policy from an agent in our Woodland Hills branch. It is our understanding that numerous errors were made by the agent during the process. After an additional inspection was performed it was determined the home did not meet our underwriting guidelines and the policy was to be cancelled effective August 12, 2014. We also understand that during the process of writing the insurance policy, you left a voicemail message for the agent’s manager to obtain a status on the policy and discuss your concerns regarding the agent’s handling of the policy, but you did not receive a return call. You also left a voicemail message, as well as an email, for the underwriting manager noted on the cancellation letter you received; however, you did not receive a return call or a response to your email. Please allow us to assure you that the service failures you encountered 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. Insurance Manager [redacted], informs us that she has communicated with you by voicemail messages and return email. She states she apologized for the frustration and inconvenience you incurred from this experience. Ms. [redacted] has confirmed that with insurance now in place, the cancellation date of your home policy has been changed from August 12, 2014, to August 6, 2014. Once the adjusted cancellation date is processed, you will receive a refund. Your auto insurance policy was cancelled effective August 1, 2014, with a $160 refund processed on August 4, 2014. We completely understand your frustration when you received notification that your home did not qualify and that your insurance policy would be cancelled. However it is important that we rate all of our policies accurately in order to be in compliance with all Department of Insurance guidelines and regulations, as well as keep our premiums fair for all of our insured members. If you have any questions, please contact [redacted] directly at ###-###-####.

Review: I'am being charged for auto insurance above what was quoted and when the reason for the increase is because a ticket that was taken care of is not golng to be recognized as being off my Dr. Lic. Because it is a class a lic. The ticket remains on the lic. Because class a the DMV will not take it off because of the Jan. 1,2013 vec.code section 1203.4a it states that if you complete traffic school no points will show on the lic. Which I did complete with a certificate all they are basing this on is my lic.shows a ticket but no points are there because of traffic school completion. They will not look at my points which according to the court papers I got states no points because I was ticketed in a class c vec. Non commercial the only thing is the ticket remains on public record however no points will be assessed. Therefore I should not have to pay the higher insurance rate which they are charging me.Desired Settlement: Reimbursement for the higher rate and lower my insurance rate to what my points on my drivers lic. Reflects. Because. The class a lic. Is different than a class c.

Business

Response:

On November 19, 2015, you purchased automobile

insurance policy, [redacted], over the phone from sales agent, [redacted]. During the transaction, Mr. [redacted] ordered your motor vehicle

record (MVR) and upon review, found a chargeable traffic violation which he

discussed with you. Mr. [redacted] explained that since the Department of Motor

Vehicles (DMV) had not yet removed the violation from your record, the ticket

had to be charged to your policy. Mr. [redacted] then continued to write the

policy and bound it for an effective date of November 20, 2015. On March 14,

2016, you spoke with [redacted], Insurance Business Manager, regarding

your policy. Ms. [redacted] ran your MVR report again, with an effective

date of March 14, 2016, and found the traffic violation still on your record. Ms.

[redacted] explained that since the ticket had not been dismissed it is

still chargeable to your policy. Ms. [redacted] advised you to contact the

traffic school you attended. Ms. [redacted] also stated that the Auto Club

will gladly prorate your auto policy once the violation is removed from your

record. Should you have any questions, please contact. [redacted] at

[redacted] ext. [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.

They still have said nothing about my points on the lic. If I still have the 8 points that would tell them the ticket was dismissed , the traffic school said all paper work was filed with the DMV and courts. I feel that since they will not accept any of my paperwork as evidence of completion to keep my points because the DMV says the ticket remains as public record because of the class a.

Regards,

Business

Response:

Again, our agent ordered your

motor vehicle record (MVR) and upon review, found a chargeable traffic

violation which he discussed with you. Mr. [redacted] explained that since the

Department of Motor Vehicles (DMV) had not yet removed the violation from your

record, the ticket had to be charged to your policy. Mr. [redacted] then

continued to write the policy and bound it for an effective date of November

20, 2015. On March 14, 2016, you spoke with [redacted], Insurance

Business Manager, regarding your policy. Ms. [redacted] ran your MVR report

again, with an effective date of March 14, 2016, and found the traffic

violation still on your record. Ms. [redacted] explained that since the

ticket had not been dismissed it is still chargeable to your policy. Ms. [redacted]

advised you to contact the traffic school you attended. Ms. [redacted] also

stated that the Auto Club will gladly prorate your auto policy once the

violation is removed from your record. Should you have any questions, we

encourage you to please contact. [redacted] at [redacted] ext. [redacted].

Review: On Dec.31, 2014, I called the auto club to have a tow truck pull my husband out of the snow. He was cut off by another driver, and got stuck. I was told by the auto club that this was not covered under my towing service and they gave me some other lame excuse about not having chains on the vehicle!!! We have lived in the mountains for over 39 years and have never put chains on any vehicle. We have a 4 wheel drive for that reason.An auto club tow truck even passed by my husband where he was stuck. My husband flagged him down and asked for help. The driver said he could not help him without an order from the auto club and just left him there stranded. And by the way, the tow truck did not have chains on!!! My husband was stuck for over 3 hours until I could find a friend to help him out.

I have been a member of the auto club for over 20 years and pay my bill every year. What kind of a company is this? After believing I was insured for ANY KIND of towing all these years, this is truly a shock. What have I been paying for all these years? It should not matter where you live, mountains, desert or in a big city. I called auto club to file a complaint.

I spoke to a Tish Fortune about this matter and she told me that we we not helped because my husband did not have chains on his vehicle. I then spoke to a lady named Dora and was told the same story. So, what have I been paying for all these years? If you need an emergency tow, why were we refused service,because we live where it snows? This is un-believable!!!Desired Settlement: I should receive some kind of refund for the 20 years I have been paying for a service that does not exist. All these years I was proud to say I was an auto club member. WHAT A JOKE!!!

Business

Response:

A review of our records

reflects that on December 31, 2014, you contacted the Automobile Club of

Southern California (Auto Club) to request winch-out service after your

husband’s truck was run off the road into a snow berm by another motorist. Regrettably,

the representative assisting you erroneously declined service, stating that

extrication of an operable vehicle from the snow was not a covered benefit

under your membership. In your inquiry, you stated that a friend assisted your

husband after waiting several hours on the roadside. In addition, you indicated

that your husband flagged down an Auto Club service provider, and the driver declined

service and stated that a service request would need to be initiated by the

Auto Club prior to rendering service. Moreover, you reported filing a complaint

and receiving a callback, only to be informed that the reason for the declination

of service was valid due to your husband’s vehicle not having snow chains

installed at the time of the request. On behalf of our entire organization, we

would like to extend our sincerest apologies as we failed to provide you with a

totally satisfying member experience. We highly value your membership and find

it disappointing that your experience fell short of our goal and your expectations.

As such, we have reviewed these events with all parties involved and have taken

the appropriate corrective actions in order to prevent any recurrence. As you discussed

with Mr. [redacted] on January 23, 2015, We are sending you a reimbursement

check in the amount of $122.00. This amount represents payment for your annual

membership dues. If you should have any questions, please contact [redacted]

at (562) 377-5339.

Consumer

Response:

My complaint has been resolved with the Auto Club.

Review: On April 10, 2013 I purchased a trip to Bali through the socal AAA website. The website indicates that all premier club members receive $300,000 in travel insurance through Allianz. (http://ww1.calif.aaa.com/en-ca/explore-travel/pages/travel-insurance.aspx as indicated under footnote 1). I have a been a AAA member for 2 years and a premier member for 2. A large reason reason why I chose to purchase my trip through AAA was the understanding that I would be receiving travel insurance at no extra cost, as indicated by the site. Upon purchasing the trip I received no information regarding the travel insurance, I called the number provided by my confirmation email, I was told that I was not speaking to the right department and was told to call the AAA travel number, I called the travel number and I was told that they were not responsible and told to call the AAA website number. Finally I spoke to a representative at AAA, she informed me that I was not entitled to insurance and was told that they would forward my concerns to my superiors, I have yet to hear anything regarding my complaint.

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

Complainant was advised of the difference between travel insurance and travel accident insurance. We explained the benefits of each product in detail.

Review: On May 31, 2015, I made a call to AAA for a battery jump. The independent contractor they sent out was 2.5 miles away and would arrive within 30 minutes according to the AAA estimate. The technician did not arrive until over 1 hour later, and was a tow truck driver, not a battery technician. He was unable to jump the car and left the site. Finally, a batter technician showed up 1.5 hours after the initial call, and was unable to hookup the cables to the batter as he could not locate the battery. After another 30 minutes of him sitting in his vehicle, attempting to jump the battery, and failing to do so, he left. This was a total of 2 hours from my initial call for service. The battery technician drove a truck (not a tow truck), and could not tow my vehicle out of the storage lot it was in. As this was May 31, I was trying to vacate the storage facility and not pay for another month of storage. AAA then contacted me 20 minutes later (now 2 hours and 20 minutes after the initial call), and asked if I wanted a tow truck to come tow my vehicle, which they estimated would take at least another "30 minutes." As I knew they took over 30 minutes the first time, I no longer had the time to wait, and the office for the storage facility was closing. I was forced to submit rent payment for the month of June for the amount of $105. I have the receipt for this payment.

I wrote to AAA at:

AAA Club Service

Attention [redacted]

I did not receive a written response, and upon calling them again the agent laughed at me on the phone and stated I would not be reimbursed for my storage payment.

I believe I was forced to pay for another month of storage because of AAA's inability to provide a service they GUARANTEE in their policy. I was able to get a friend of mine to jump the vehicle the next time around, and he is not a "battery technician". AAA should have been able to provide someone competent to take care of this matter.Desired Settlement: I am requesting a reimbursement in the amount of $105, or a credit in the amount of $105 with AAA to cover my next member dues in June of 2016. In either case, I believe I should not have paid for this storage fee for the month of June, and I did my best to give AAA the time they needed to provide the service they guarantee. Over 2 hours and 20 minutes of my time was wasted in the hot sun, and in the end, AAA could not provide a competent technician to jump a car battery. As an automobile club, selling insurance, I believe they should have been able to do this.

Their lack of communication to me with a proper response via written correspondence is also very unprofessional, and I feel their lack of attention to this matter is disrespectful and uncalled for towards a loyal client such as myself.

Business

Response:

A review of our

records reflects that on May 31, 2015, you contacted the Auto Club to request

battery service for your vehicle. In your inquiry, you noted significant delays

in our arrival, and that ultimately you were unable to obtain assistance. Regrettably,

heavier than normal service volumes caused our technician to arrive later than

our estimated arrival time. For this, please accept our sincere apology. Following

a detailed review of your service record, we found that the service technician

initially dispatched was unsuccessful in starting your vehicle. In an effort to

remedy the situation, the technician offered to tow the vehicle, but you

declined. A second call was then issued to again attempt to start the vehicle,

but at your request, this call was cancelled prior to the technician’s arrival.

You also noted in your complaint that

AAA failed to respond to your concerns in writing. However, we did confirm that

after receiving your letter on June 5, our representative spoke with you by

phone on June 11, and later sent you a letter regarding your service

experience. We extend our sincerest apologies to you as we were unable to

provide you with a totally satisfying member experience. As discussed with [redacted] on September 1, 2015, we are unable to make reimbursement of your

storage fees. As a goodwill gesture, an offer was made to remove the service

call from your record and to reimburse you for a portion of your annual

membership dues. According to [redacted], you declined both offers. We regret

that we were unable to reach a mutually satisfactory resolution to your

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

[redacted].

Review: Had license registrations fees due for a new car and plates where changed. Went into office and transferred the plates to a second car and paid registration with DMV form. Later the original car registration never came and was charged $117 fee for being late. Called and was told that its my problem and not AAA. Upon review, the AAA office made a mistake and posted the wrong car to the wrong plates. Spoke to supervisor and after three trips in was told she was going to reach DMV rep to get a refund. Been 5 months and no response. Called back to inquire and was told its a DMV issue and they can't do anything to fix. Passed the error to the DMV so will never get the fee. Told supervisor that 6 months and no response was a little extreme and was told thats the way it is and hung up up on me. Been a subscriber for 23 years.Desired Settlement: Refund the proper DMV fee that was charge to us in error.

Business

Response:

We are in receipt of your communication with the Revdex.com regarding your Department of Motor Vehicles (DMV) transaction. It is our understanding that you spoke with our Branch Manager, [redacted], in Surf City during your branch visit on 6-16-2014. At that time you processed the renewal registration for your 2002 Lexus, which was due on 4-2, 2014. As part of the DMV process a late fee was applied. You expressed your concern of receiving that late fee. As a courtesy, our Branch Manager offered to submit a refund request to the DMV on your behalf. In August you brought in the Refund Application and it was submitted to the DMV. The DMV is considering your refund request in the amount of $78.00 which represents the penalty assessed to youas a result of the late registration payment on your [redacted]. The DMV transaction that was processed in the Surf City branch in October of 2013 had no impact on the issuance of your 2014 Renewal Notification for your 2002 Lexus. Although our team member neglected to provide you with the new plates when the transfer of your [redacted] plates to your [redacted] took place, it had no impact on your renewal notice. We regret that you felt the Branch Manager passed the responsibility of the error to the DMV. Unfortunately a refund request from the DMV can be a lengthy process. We thank you for your patience while this matter is being looked into. On your behalf, we have made contact with the DMV to help expedite their decision. You will receive written correspondence directly from the DMV regarding their decision. If you have any questions, please contact [redacted] at 714-593-2200.

Review: As a consumer, I have never been treated with as much disrespect as I was today by the Insurance Branch Manager [redacted]. From the get go, my Husband and I were treated like sm. [redacted] was abrupt, smug and unwilling to hear us out. In a nut shell, due to the incompetence of our Insurance Agent [redacted], our renters policy had been canceled by no fault of our own back in 2012 along with our Automobile and Boat policies. I even went into the office when the original issue occurred in October of 2012 to have all of our policies reinstated. Less than a month later the renters policy (unbeknownst to us) was canceled again as [redacted] failed to properly submit the form to underwriting to reinitiate it. Fast forward to 11/2014 we had a flood with a loss and called to file a claim at which time we were told that we did not have a renters policy effective October 2012. Furthermore, I have correspondence in July 2013 to [redacted] indicating that we have moved to a new address and that I would like to have my address and RENTERS POLICY updated to the new house. An email was received in August 2013, after I had to contact her again wanting to know if the changes had been made and at no time did she mention that I no longer had a current renters policy. Had I been made aware of the situation in 2013 more than a year before my claim in November of 2014, I certainly would have taken the steps to resolve the matter and have the policy reinstated. No communication was made on their behalf to alert me to the issue. This is only ONE of the issues that I have encountered while with AAA Insurance. My polices have been canceled on a number of occasions without explanation and without any wrong doing from myself or my Husband. We purchased a new vehicle in October 2013 and it took [redacted] until March of 2014 to properly add my new vehicle to my policy. I HAVE DOCUMENTATION, my financing company went so far as to threaten to invalidate my loan if it was not resolved.... Again I had to contact her to ensure this was taken care of. I have stacks of email correspondence with time and date stamp to support this evidence. My conversation was recorded and I have the Branch Manager [redacted] blatantly tell my Husband that he will do NOTHING for us. I am sure your prospective customers would be delighted to hear how you will go to bat for them when you have a heavily documented case PROVING errors, lack of follow through, poor customer service, and incompetence and excuse after excuse. Feel free to contact me as I would be happy to share the recording as well as my printed documentation.

Product_Or_Service: Insurance

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the policy reinstated and back date at minimum to the date in August 2013 when [redacted] Cottrell advised that she had made the correct changes to all of the policies including the renters policy and at which time she failed to mention that there had been a lapse and have the claim filed on 11/6/2014 paid in full immediately, less the charges for the policy ($15.00 per month X 14 months = $210.00) and would like both parties

Business

Response:

Member also filed a complaint with the

California Department of Insurance. Our response is as follows: With respect to

your renters policy, our records show that on May 23, 2012, you purchased

policy [redacted] with a coverage effective date of May 25, 2012, and an

annual premium of $179.00. You made a down payment of $10.00 and the Exchange

mailed New Business Declarations – Form 4 to you on May 30, 2012. Subsequently,

on August 16, 2012, the Exchange sent you a billing statement for $33.16, which

included a service charge of $5.00. The due date of August 25, 2012, passed

without receipt of your payment. Therefore, on September 4, 2012, the Exchange

sent you a “Notice of Cancellation Due to Non-Payment of Premium.” In this

notice, we advised you that to maintain your renters insurance coverage, the

Exchange needed to receive the full payment amount of $40.16 (premium $28.16,

plus service charge $5.00 plus late payment fee $7.00) shown on the attached

billing statement on or before 12:01 a.m., Pacific Standard Time, on September

21, 2012, or your policy would be cancelled. The required payment was not

received. Therefore, your policy cancelled in its entirety on the

above-mentioned date and time. We followed up by sending you a “Confirmation of

Renters Insurance Cancellation”

on September 21, 2012, in which you were advised that your renters insurance

coverage had cancelled. Later, on October 10, 2012, the Exchange received a

payment from you for $65.00. In the event payment is received within 30 days of

the cancellation effective date and there have been no losses, it is our

standard practice to reinstate coverage. Unfortunately, this did not happen in

your case and your policy remained in cancelled status. Consequently, our

Claims Department advised you there was no active policy for the loss that had

occurred on November 6, 2014. On October 17, 2012, the Exchange refunded the

unearned portion of the premium that you had paid. On this date, we mailed you

a check for $61.36 on check #[redacted], which, according to our records, was

cashed on October 23, 2012. In view of this lapse in member service, the

Exchange reinstated your policy without a lapse in coverage effective September

21, 2012, and will examine the above-mentioned loss. Within approximately two

working days, an Exchange Claims Adjuster will contact you to begin the loss

settlement process. In

closing, please accept our apologies for any inconvenience or concern that you

may have experienced. All of us at the Exchange constantly strive to provide

our members and insureds with the best possible customer service. If you should

have any questions, please do not hesitate to contact either, Mr. [redacted], at ###-###-####, or Ms. [redacted] at ###-###-####.