Automobile Club of Southern California

Review: We have been a customer with AAA since April 2013. For the renewal of the property insurance, they needed to send an inspector again, even if we had not made any changes in the house. It even took 2-3 months before they sent the inspector. Suddenly in August, we received a letter with a check and a cancellation notice, that house insurance was cancelled one week ago. I called AAA at once and asked what is this? The representative said they had not received any pictures from the inspection, but should ask a supervisor and call me back. He called after 5 days, and said they had to raise the insurance fee with $200 - from 1,400 to more than 1,600 a year. I could not accept this. We had an agreement, we have not changed anything in the house, so they cannot do things like that.

Even they have sent us a check with money in return, we feel like we are excluded as customers, for no reason. We have made all our payments and have done nothing wrong.

The have been treated with disrespect.

AAA have disregarded the contract, and raising the yearly due in the middle of a period.

AAA said they have miscalculated the rebuilding amount. It suddenly would cost $100,000 MORE to rebuild our house. This is not true, as we have got calculations from other insurance companies as well.Desired Settlement: We want to continue as a customer with the original insurance fee.

Business

Response:

It is our understanding that on May 9, 2014 you spoke with our Policy Management Group (PMG) to renew a previous homeowners insurance policy with an expiration date that had since past. It was discovered, however, that your previous homeowners policy (CH[redacted]) had cancelled on April 13, 2014 due to non-payment for renewal. You were then transferred to our agent, Mr. Alex [redacted], who could assist you with writing a new insurance policy. During the binding process, Mr. [redacted] informed you that a property inspection would be required so as to provide you with accurate coverage, as it related to the dwelling replacement cost of your property (Coverage A). Though no date was established for when the inspection would take place, you understood that one was required, which allowed Mr. [redacted] to accept your down payment in the amount of $372.00. Mr. [redacted] bound your new homeowners insurance policy (CH[redacted]) with a dwelling replacement cost of $602,000, at an accepted annual premium of $1,489.00, for an effective date of May 10, 2014. He then expressed to you that there was a possibility your premium could change, based on certain property characteristics identified through photos obtained from the inspection. In addition, although your policy was to go into effect the following day on May 10, 2014, it was still subject to underwriting review. On July 7, 2014, a Notice of Cancellation was mailed out to you, for a scheduled cancellation date of August 7, 2014, due to no inspection having been completed of your property. On July 11, 2014, you called PMG and spoke with our representative, Ms. [redacted], to obtain the status of your policy, who then connected you to your agent, Mr. [redacted]. Mr. [redacted], in effort to salvage your policy from cancellation, requested a rush inspection with our outside vendor, who could meet your availability, so as to expedite Underwriting’s requirement. After the inspection was completed and the pictures of your property were sent to our Underwriting Department for review, it was determined that the dwelling replacement cost (Coverage A) of your home was actually $650,000, not $602,000, as Mr. [redacted] had originally quoted the property. The Exchange currently considers this value the adequate amount to rebuild your home, in the event of a total loss, with materials of like or reasonably similar kind and quality. The variance in your premium, from the initial time of binding versus the final premium, can change due to multiple factors – in this case, corrections in the property data characteristics that were not fully captured at the time of binding. This was communicated to you by PMG representative, Mr. [redacted], on August 20, 2014, and is the reason your annual premium increased by $111.00 for a new annual premium of $1,600.00, per the chart below. As a result of this, your acceptance of the premium increase was required by the Exchange for you to maintain your coverage with us. Due to not having heard back from you to accept the premium increase, your policy unfortunately cancelled on August 7, 2014. Mr. [redacted], Insurance Business Manager, informs us that he has made several attempts to speak with you regarding the concerns laid out in your complaint, as well as to salvage your homeowners insurance policy, but has only been able to leave you messages with his direct contact information. Mr. [redacted] has also addressed these concerns with Mr. [redacted], as it relates to thoroughly explaining to insureds our new business processes and how premiums are calculated and determined. Furthermore, Mr. [redacted] has provided additional coaching and training to Mr. [redacted] to ensure proper follow up is demonstrated at all times. Please allow us to assure you it was never our agent’s intention to mislead you in any way. Should you ever have a renewed interest for homeowners insurance with the Auto Club, we look forward to speaking with you. Should you have any questions, please contact Mr. [redacted] at 714-885-5737.

Review: I PURCHASED A AAA BATTERY 2.5 YEARS AGO AND I HAVE HAD TO CALL OUT AAA THREE TIMES TO START THE BATTERY. ON 2/19/14 I CALLED THEM AT 7:40AM THEN AGAIN AT 11:45AM. ALTHOUGH THE WATTS ONLY SHOWED 158 (A HEALTHY BATTERY WOULD SHOW 680) THEY ARE REFUSING TO HONOR THEIR THREE YEAR WARRANTY AND REPLACE THE BATTERY.Desired Settlement: I WOULD LIKE AAA TO HONOR THEIR WARRANTY AND REPLACE THE FAULTY PRODUCT THEY SOLD ME

Review: I'm a 34 year Premier member of AAA and today I went to the paint shop to pick up my vehicle, my wife and I drove it off the facility and it quit running so the wife and I pushed it back to the facilty but they had closed so we called AAA for a tow to my residence so the tow service refused as they said it was a convienance towIt was an Emergency tow and left me age 66 and my wife 66 strandded for over two hours ubril a family member could pick us upI have a bad hip and having a replacement surgery and it was very painful to stand there stranded for over two hours and AAA could care lessDesired Settlement: Full memvership refund and a letter of appology by management and a copy sent to the American Disabilties Act bureau

Business

Response:

We understand on 4-18-2014, our independent contract station, Tony’s Towing, was dispatched to tow your 1967 Chevrolet Camaro from Honey’s Auto Glass parking lot to your residence. Our records reflect that upon arrival the technician noted that your vehicle had just been painted, was absent door panels, tail lights, bumpers and an attached license plate. As per our membership guide; service limitations are in effect when moving a vehicle from one storage location, restoration shop or similar back to an alternate storage location, in this case your home. When towing needs arise outside of the scope of emergency road services, our independent contract stations have exclusively discounted rates offered to our members who wish to pay COD. In this case, you declined said offer. On 4-28-2014, Contract Station Relations Supervisor, [redacted], spoke with your wife via a phone call to review your service experience and Revdex.com complaint. Ms. [redacted] provided some clarity as to the difference between an emergency road service request and a convenience tow. Ms. [redacted] also confirmed that you are in receipt of the requested membership dues refund. We understand that you have never experienced a service complaint or concern prior to this incident. We apologize and hope to welcome you back as a member in the near future. If you have any questions, please contact [redacted] at [redacted].

Review: AAA called me on 9.13.2013 and informed me I had missed a payment. If I wanted to be reinstated I had to make a payment that day. If I did not pay that day, I would have to go through the underwriting process again. I immediately drove to my branch and made the necessary payment. I received a receipt with the date, time, amount and purpose of payment (reinstatement). A month later I received a letter from the DMV indicating my insurance coverage had lapsed and I may be subject to license suspension if I did not obtain coverage by a certain date. I called AAA expressed my concern and was informed I was not reinstated because the monies collected were for a previous delinquent balance.

Product_Or_Service: INSURANCE

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

I would like my coverage reinstated as AAA stated it would be.

Business

Response:

Our records show a billing statement was mailed to you on July 9th requiring a minimum due of $74.16 due by July 27th. A payment was not received, therefore a Notice of Cancellation Due to Non-Payment was mailed on August 6th with a cancellation effective date of August 18th. The amount due was $81.16, which included a $7.00 late fee. This was the third notice of cancellation sent to you for this policy period. We sent you a Confirmation of Insurance Cancellation on August 18th informing you that your policy was cancelled effective August 18th. A review of our records reflects that on September 13th our sales agent, Mr. [redacted], called you to inform you of your policy status. Later this same day, you made a payment in person at our Anaheim Hills branch, however the policy was not reinstated. We apologize for any inconvenience this has caused you. Should you have any questions or would like to obtain a new auto policy, please contact [redacted], Regional Supervisor, in our Direct Sales organization at 714-850-8203.

Review: I went to auto club for car insurance and they have screwed up time and again. I got fed up and asked to cancel my policy and my membership but they will not respond. I need my money back so I can get insurance elsewhere. they seem to think since I am disabled they can do anything to me.Desired Settlement: I want the money they took for insurance and membership back.

Business

Response:

It is our understanding you feel that a number of mistakes were made on your auto policy which led you to request cancellation of the policy, as well as your membership. You have not yet received a response to your cancellation request. It is also my understanding that you expect to receive money back as a result of the cancellation so you can obtain insurance elsewhere. You think that because you are disabled you are not being treated fairly. [redacted], Insurance Business Manager in our [redacted] branch, has attempted to contact you by both phone and email to discuss your concerns. As of this writing, Mr. [redacted] has not received a return call or an email response from you. Mr. [redacted] also confirms that your auto policy canceled due to non-payment on January 3, 2016, with $19.62 being owed to clear the balance. Mr. [redacted] also advised that your membership was cancelled effective January 17, 2016. Mr. [redacted], we sincerely hope you contact Mr. [redacted] at [redacted] so he can address your all of your concerns, explain why money is stilled owed on your auto policy, and answer any questions you may have. We are truly sorry that you have decided to cancel your auto insurance and membership; however, we greatly 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 are unable to contact Mr. [redacted], please do not hesitate to contact Regional Manager [redacted] directly at [redacted].

Review: I renewed my yearly home owners insurance with AAA on July 1,2015. It is payed in full for the year from the qoute I received in June 2015. I told them in advance that my AAA membership was done in Texas and my car insurance was also done in Texas because ins has to be in the state of registration. I moved to Texas in Aug. 2015 but I am in the process of selling my home in California. All of my insurance, car, home, earthquake, and renters ins is with AAA and I am a AAA member ! AAA sent me an additional bill for $464. For my home owners ins saying that they had to charge me more because I didn't insure my cars in Cali. After they had already sent the qoute and I payed in full ! I shouldn't have to pay them anything else because of different states its all AAA ! They are trying extort more money that I don't have and if they don't fix this I will file a lawsuit and I will never use or recommend them to anyone ! I will tell all my friends on [redacted] my experience and to not use AAA and to tell all of their friends not to use AAA ever because of their extortion type moves to get more money from its customers !Desired Settlement: Drop the $464. Extra charge for home owners policy CHO [redacted], I've been a member for 10 years and this is no way to treat a good customer that has pay them over $7000. A year for the last ten years ! If they don't drop the charge I will cancel my insurance in both states and blog negative things every day on [redacted] ! Your choice how this comes out AAA ! Keep a good customer for life or take a chance to loose several customers and a lot of money !

Business

Response:

According to our records, the Multi Policy Discount was removed from your California homeowners policy effective November 19, 2015, which resulted in a $464 premium increase for the remainder of your 2015-2016 policy term. Unfortunately, our computer system is not currently programmed to cross-reference policies between different states. The system recognized that your California auto policy had expired on July 1, 2015, and, as a result, it prompted the removal of the discount from your California homeowners policy. You called our Policy Management Group on November 30, 2015, to discuss the loss of the Multi Policy Discount on your California homeowners policy. You advised our representative that you were in the process of selling your California home and relocating to Texas, and that you had auto coverage in place with Auto Club County Mutual Insurance Company in Texas. Our representative explained that a California auto policy was required in order to qualify for the Multi Policy Discount on your California homeowners policy. While that information is correct, management has reviewed your unique situation and decided to allow the application of the Multi Policy Discount on your Exchange policy for the remainder of your 2015-2016 policy term. We apologize, on behalf of our organization, for any inconvenience or concern this matter may have caused you. We are pleased to notify you that effective November 19, 2015, the Multi Policy Discount has been reapplied to your California homeowners policy, reducing your premium by $464. That policy is currently paid in full and is in good standing. If you should have any questions, please do not hesitate to contact either [redacted], at (714) , or Mr. [redacted], at (714) [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have received a bill for $1171.58. The reason AAA says I received a bill so high is because I had removed a vehicle I had originally added insurance on, for a 2011 dodge challenger. when I called to make the change to this 2011 dodge challenger the agent I spoke with asked me what coverage I was going to get. I expressed multiple times that I wanted the cheapest coverage due to my financial burden. I told him I was in a hurry due to work and he said he was going to take care of everything and send me the paperwork and changes. I never received any paperwork, and when I first received a bill for a little over $600.00 for a bill I called and the agent said that they were charging me for changes made in August 2013. I asked what changes and she said the agent had added a $4000 premium to my account because I had authorized it, I never authorized it. after attempting to work something out with the company I asked for them to cancel my policy and she said I owed them a total of $1171.58. I asked to speak to a supervisor and she said there is nothing they could do. I explained to her I could not afford that amount nor the amount they were trying to charge me of over $600 a month. I asked her if they could lower it, she put me on hold for about 10 minutes and said she spoke to a supervisor and there is nothing they could do for me. if I chose to stay with them then they will extend the time frame I can pay them this crazy amount for insurance or if I cancel they will send my account to collections and I can deal with collections. This company has brought nothing but stress to me.They do not care about the customers.Desired Settlement: I am asking for them to lower this payment. I am willing to pay the amount I was originally billed which is about $508. I will pay this amount with the cancellation of the account.

Business

Response:

Insured added a newer vehicle to policy which resulted in premium increase. We confirmed premium is accurate and request to add vehicle was processed correctly. Insured does not agree with premium and policy was cancelled. If any questions, please contact our Insurance Services Department at 800-924-6141.

Review: I, like many people purchased a AAA battery believing the pitch about the battery being replaced while it's still under warranty. They refused to replace it. Several excuses and it's only been 2 years. I don't understand why this is so difficult. The battery is no good. I have a charger at home and the battery will charge to 12 volts and then goes back down to 10. I have read several complaints about the faulty batteries they convince you to purchase. Today I had to call for service again, the same lies. It's really a shame because I was planning on changing my home and auto policies over to them from [redacted]. If this is the way they handle an item as cheap as a battery, how would they value my home, and vehicle ? I want what was guaranteed to me, a battery replacement. I drive 120 miles a day I need my vehicle to start. They were quick to call my home when I overlooked my renewal notice, but I can't seem to get a call back now?Desired Settlement: I want t my battery replaced or a refund.

Business

Response:

Contract Station Relations Supervisor [redacted] handled the initial inquiry into your complaint concerning your battery warranty replacement. We are truly sorry that you encountered this inconvenience and that our independent contractors failed to diagnose what was eventually determined to be a bad battery. We are investigating the data from the contractor’s analyzers to check for problems that may have contributed to your poor experience. We are pleased that Mr. [redacted] offered to reimburse you for the cost of a [redacted] battery at $130.79. Again, we regret that we were unable to provide you with proper warranty service the first time. If we can be of further assistance to you in the future, please feel free to contact [redacted] at (909) 364-1509.

Review: On 5/22/14 I paid my AAA Membership bill online via American Express card. I paid in full $48.00. When I logged into my account to check if my insurance payments had been received, I saw that I had a balance due of $15 for my membership payment.when I inquired as to what this charge was,they stated it was a NSF Fee. So, I checked the credit card statement and the charge was not returned, therefore there should be no NSF fee. I tried to argue this point with AAA,but their customer service representatives insist on the charges accuracy. Mind you, I never received a bill or notice,nor have I received membership cards, insurance billing statements, insurance policies from AAA. Further, after I had moved and called to have my renters insurance changed to cover my new address I find out a month later that I had no coverage as once again their customer service representatives did not do there job and change the policy address. This is all quite frustrating.Desired Settlement: I would like the $15 fee removed from my account. I would also like to receive my membership card,insurance policies,and bills.

Business

Response:

Our records indicate that the billing program on your membership account was changed on October 31, 2012, from manual billing to the AAA Auto Pay Program. We received an authorization agreement form for automatically renewing your membership dues through our “AAA Auto Pay Program”. An Automatic Renewal Confirmation letter was sent to you on 11-01-2012 advising you that you had chosen to have your AAA membership dues debited from your checking account on an annual basis, and that your checking account would be debited 10 to 15 days in advance of your membership expiration date; and if any changes needed to be made to contact our Member Service Center. On 5-23-2013 we attempted to process your $48 check electronically from your checking account ending in 3033 in order to renew your membership from 5-23-2013 through 5-23-2014. Unfortunately, your payment did not go through due to “Account Closed”. We mailed you a letter on 5-30-2013 requesting $63 ($48 dues and a $15 return check fee). We then received an authorization agreement form signed by Courtney Cuellar for automatically renewing your membership and your Auto Insurance Policy through our AAA Auto Pay Program. Accordingly, we processed a $48 payment electronically from your checking account ending in 4150 on 6-28-2013. Unfortunately, the $15 returned check fee for your 2013 dues had still not been paid. Due to the misunderstanding and as a courtesy to you, we have done a one time exception to waive the return check fee. Our records indicate that your membership card was mailed to you along with your renewal statement on 4-04-2014 to the address on

Review: I bought a Battery from this company , Paid 124.00 for it , they came out jump stared my car several times . they tested it every time they came out . the battery would not start the car. the battery was only three months old . I asked if they would exchange it, they said they would have to test it again. I let them . they could'nt get a good test . He said the battery would not hold a charge . I asked for a refund , he asked to see the receit, I showed it to him . He took the Battery with Him . I called to inquire about my refund . No help . Thank You [redacted]Desired Settlement: DesiredSettlementID: Refund

I'v been a client for a long time . would like to stay insured with them...

Business

Response:

Your Revdex.com complaint was forwarded to [redacted], Contract Relations Supervisor from our Burbank Automotive Services office, for handling and resolution. We understand that Mr. [redacted] contacted you on June 10, 2014 in an attempt to resolve your issue. This call was brief as you indicated you did not want to speak to Mr. [redacted] regarding the ongoing issue. Our records indicate that the Auto Club battery was originally installed in your 1986 Corvette on February 16, 2014 by our independent contract station, Bakersfield Club Service. On March 11, 2014 you called for towing service on the same vehicle. However, when the technician arrived, you were apparently able to start the vehicle, and that call was closed without a test, and no service was rendered. Our records also show two calls in May for your 1986 Corvette. On May 16, a call was placed to have the battery replaced. As part of the warranty replacement procedure, a battery test was conducted which resulted in a “charge and retest”. On May 18, 2014 a second call was placed for another battery replacement service. Records reflect another “charge and retest” result. The charge and retest result was from the extreme low voltage condition that was present in the battery for both tests. At some point, during the May 18 service call, the AAA battery was removed from your vehicle and given to the driver for return without a new AAA battery warranty exchange. Because you did not accept a warranty exchange battery, and the battery was removed from the vehicle, at the recommendation of [redacted] I am authorizing a full refund in the amount of $122.42. Further, the service call will not be reflected on your Membership leaving you with one additional call until your July 16, 2014 renewal date. If you have any questions at all, please feel free to contact Contract Station Relations Supervisor, [redacted], directly at ###-###-####.

Review: I went into AAA to get insurance information. I sat down with a guy and he explained to me the insurance options. He asked to me fill out some information so he can "build a profile in case I decided to get insurance" I wanted to explore more options as far as insurance before committing to AAA. I told the guy to hold off on the insurance. He told me he wouldnt process it but to at least call him to let him know. I did, I called and told him that I was going to go with another carrier. He was upset and we said our good byes. A month later I got a letter in the mail saying I owed AAA money. I called their collections department and they refused to cancel the amount due. I checked my credit report and they had sent it to a collection agency. So I GUESS AAA SETS UP POLICIES WITHOUT PERMISSION OF THEIR CUSTOMERS. HMMM GREAT BUSINESS PRACTICES!!!

I tried calling later down the road to see if they would budge again the collections lady hung up on me the minute I began to plead my case.Desired Settlement: I want them to take this claim off my credit report and cancel the debt.

Business

Response:

Our records support the fact that you initiated automobile

insurance coverage with the Interinsurance Exchange of the Automobile Club by

signing the application and supplying your payment to the writing agent. The

days of coverage were effective from 9-14-2013 until cancelled for non-payment

10-16-2013. We show you contacted our member service center on 10-22-2013 to

discuss being billed for coverage. You were advised by our representative that

coverage was provided and to cancel the policy back to inception, we needed

proof of duplicate coverage elsewhere. Since that date, we have no record of

further contact or receiving proof of coverage covering the same period from

another insurance company. Your account was transferred and remains with

outside collection company [redacted]. We are still willing to accept proof of

duplicate coverage which can adjust the balance of $196.00. If you have any

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

Review: In January 2011, we had a water problem in our basement resulting from a service call from Welsch Heating during which the technician failed to properly secure the hose from the humidifier resulting in severe water damage to carpeting and wallboard in the finished portion of the basement. We advised our AAA agent of the details and she advised us to call Woodward Restoration for management of the damage and also advised us to file a claim with AAA insurance. The water damage was not our fault and the AAA agent should have taken action to advise their claim department that the fault was not that of the policyholder. That did not happen. As a result, our premium was raised a total of $604 during the last three years. This money should be returned to us.Another problem: I was advised that my auto insurance premium was increased as a result of data found in my credit report. We asked for and received a copy of the credit report and found nothing to justify an increase in premium. We have asked AAA for an explanation but have not received an answer.Desired Settlement: $604 plus interest and no premium increase as result of water damage claim.Lower premium on auto insurance since the credit report did not justify any increase.

Business

Response:

[redacted]

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Re: [redacted],

Policy # [redacted]

Dear Ms. [redacted],

This letter is in response to the complaint filed by [redacted] through the Revdex.com. [redacted] expressed concern with her recent homeowner premium increase following a claim filed in January 2011.

The claim referenced in her complaint was filed following their service technician failing to properly secure a humidifier hose, resulting in a $7,446.58 payment. Due to this claim, the Claim Rating Surcharge was applied to Ms. [redacted]’s homeowner policy premium upon renewal. This surcharge has nothing to do with fault, and applies to homeowner claims with a net payment in excess of $500 not resulting from acts of nature. It is also worth noting that information on her credit report did not contribute to her premium increase.

I hope this information has been responsive to your inquiry. Thank you for allowing us the opportunity to address any concerns.

Sincerely,

Director, Underwriting

Review: I purchased a AAA battery for my 2007 Chevy Tahoe in 12-01/2013. I called today because last Wednesday my truck left me started on a [redacted] gastation , I called AAA so I could get a jump or battery service and the lady on the phone told me that she would send someone to help me. Well a big flat bed showed up to tow me to one of there mechanics after I refused to I told the guy aren't u going to check my battery he said I'll try to give u a jump after he failed to get my truck started the tow truck guy told me my alternator was bad (mind u his isn't a mechanic ) Well I finally got my car home had the alternator replaced and what's my surprised , my Battery is what's bad. So here I go again I called AAA and they said sorry u have used all ur services so we can't even send someone to replace it battery , so I then used one of my husbands service calls to get the battery people here and they then checked my battery and said " we can't replace it because the battery is to low "! ... What the hell I know I know it's low that's why I Called them

In the damn first place to replace my battery. They made it so hard to replace my battery that's under warranty !!!! I then requested any type of form that would show where it says as a consumer that I had to take my battery to a shop that would charge it to see if it was bad ! They didn't have anything I told the lady the receipt doesn't say or disclose that she said if I go on the internet I'll see it ,!? Then I said as I consumer I should have been informed of this or it should be on my receipt. That way I could have chosen to buy it at auto zone instead because that have stores everywhere and it does say in they're receipts BRING IT INTO THE STORE FOR WARRANTY REPLACEMENTS !!!! I wouldn't recommend AAA batteries EVER. To anyone.Desired Settlement: Replace my battery ! And have them put this in receipts that u just have available calls in your membership in order to get someone over to where ever ur at to replace your battery and that if ur having battery issues and they can not test ur battery because it's dead you won't be able to get it replace til u take it to one of there shops to charge it first !!!! So misleading on your receipts.

Business

Response:

On October 21 and 25, 2015, you contacted the Automobile Club of Southern California requesting battery service for your 2007 Chevrolet Tahoe. Our records indicate that our service representative who received your service request on October 21, 2015 mishandled your call, causing us to fail to dispatch a trained battery service technician with the necessary equipment to test your vehicle’s battery, alternator and charging system. When the tow unit arrived from [redacted]’s Towing & Recovery, the driver unsuccessfully attempted to jump start the vehicle. He then suggested that the alternator may be faulty and, as an alternate solution, your vehicle was towed. You again contacted the Auto Club on October 25, 2015 to request emergency roadside service. You indicated that, although your mechanic had replaced the alternator, the vehicle continued to experience starting issues and you requested warranty replacement of the AAA battery. A battery service technician was dispatched to your location and, after his testing confirmed that the battery had been discharged due to the faulty alternator, he recommended that you take your vehicle to a repair shop for proper charging and retesting. You declined his direction for resolving the issue. In your inquiry, you stated that you had not been properly informed of the AAA battery warranty. This resulted in your being inconvenienced when the battery was not replaced and you were instead referred to a repair shop for further charging and diagnosis. Based on your experience, we have reviewed these events with all parties involved. We have reiterated the importance of properly dispatching the service unit most capable of serving the member’s needs. In addition, the service provider has been coached on the importance of providing test results to our members, and the need to avoid providing repair advice. In your case, the first technician should have simply referred you to an AAA-approved repair facility for proper mechanical diagnosis. On behalf of our entire organization, we extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. As discussed with Ms. [redacted] on October 28, 2015, you no longer wished to keep the AAA battery, stating that you would purchase a replacement battery at Costco. Although the test result determined that your AAA battery was not being properly charged due to a faulty alternator, we will honor the battery warranty as courtesy to you. As such, we provided an AAA battery reimbursement check in the amount of $139.32. In addition, the service calls from October 21, 2015 and October 25, 2015, will be removed from your current membership period. If you have any questions, please contact Ms. [redacted] at (562) [redacted].

Review: I have been a member of the Automobile Club of Southern California for 25 years, [redacted]. The past 20 years I have resided in Utah, Maine and Florida. I renewed my membership in November 2014 and was subsequently notified that they were transferring my Membership to the American Automobile Association in Florida. I promptly cancelled my membership before the 12/01/2014 effective date and asked for a full refund.

The Automobile Club of Southern California has failed to respond and refund my membership.

Please understand that I have resided outside of California for the past 20 years. I do not want a membership transferred, I want it cancelled and I want my $159.00 refunded.Desired Settlement: I want my $159.00 refunded as I requested last November!

Consumer

Response:

I am hearing disabled and do not use the phone. Please direct this to the attention of Ms. [redacted]. I received a full refund a few days ago and consider this complaint closed. It is unfortunate after living outside of California for over 20 years that the Automobile Club of Southern California made the decision to transfer my long standing membership to another state. Now my parents graves are my only reminder of my years in San Diego. It is unfortunate that they would not respond without your involvement. Please accept my thanks for all you do, [redacted]Only a Biker understands why a Dog hangs his head out of a Car Window

Business

Response:

Mr. [redacted], thank you for bringing this to our attention. Our records indicate that on November 12, 2014, we received an address verification letter along with a note to cancel your membership. At that time, we changed the address on your membership record to reflect the Florida address as your permanent address, and we mailed an AAA Transfer Notice to the Club in your area on December 12, 2014, which advised Auto Club South that you had relocated to their area. However, due to a processing error, your membership was not cancelled on November 12, 2014. Please accept our apology for this error and for any inconvenience caused. Our records indicate that on December 19, 2014, we processed a request to cancel your membership. It is very important that you destroy all plastic or paper cards in the same manner you would destroy a credit card, ensuring no one can use your card for services. A refund check in the amount of $159 dues that you paid on November 11, 2014 is being issued and will arrive under separate cover. If we can be of further assistance, please contact Betsy Filhaber in the Membership Department at 1-714-850-5018 and she will be happy to help you or answer any further questions that you may have. Additionally, we have contacted Auto Club South in Tampa, Florida and they have advised us that your AAA membership was transferred into their Club on June 9, 2014; therefore, if you want to continue that membership you would need to pay your dues to their Club as your membership (No. [redacted]) is pending.

Review: The AAA Insurance company cancel my homeowners insurance due to non payment of an additional premium of $380.00. My homeowners insurance premium was renewed an paid (in the amount of $2,200 in July of 2013). In October of 2013 I cancelled my auto insurance with AAA insurance company, after several attempts to cancelled my auto insurance via phone and in writing (faxed) to the insurance company they refused to accept the cancellation request and in response they continue to bill me for the next few months.In January 2014, I received a bill for an additional premium in my homeowners policy for the amount of $380.00, I then call the AAA insurance to find out why I was getting billed for the additional amount when my homeowners insurance was already paid by the mortgage company, (my insurance is escrow by the mortgage company).The AAA insurance agent replied that the additional amount increased was due to the loss discount in my auto insurance policy, I then requested for them to send the bill to the mortgage company.On February 10th., 2014 I received in the mail a Notice of cancellation due to non-payment of premium, I then called my mortgage company to find out if they had already paid the additional premium to my homeowners insurance, to my surprise they told me, that they never received the bill from the insurance company. The notice of cancellation did not include the refund of the rest of my insurance premium.I believe that what the insurance company doing is unethical and for no waiting until the homeowners insurance is renewed to increase my premium, and this was a form to payback for cancelling my auto insurance policy.Today I had to scrambled to find another insurance carrier because non having insurance in my house could be the termination on my mortgage and that jeopardize my mortgage loan for non having homeowners insurance policy.Desired Settlement: Downgrade insurance company status for the politics of AAA of Texas insurance company, and inform the public about their policies.Refund of total premium amount of $2,200 already paid.

Business

Response:

Complainant was advised that when she cancelled her auto insurance policy, the multi-policy discount was removed from her property insurance policy as there was no longer a supporting in-force auto policy. Billings and other notices were sent and not responded to by the insured.

Review: I originally contacted AAA Costa Mesa in order to set up renter's insurance for my current address. The paperwork was emailed to me along with a request to charge my credit card but since I did not possess the AAA membership to have the insurance I replied back clearly stat[redacted] NOT to charge my credit card.My boyfriend on the other hand, did have AAA membership and tried to contact [redacted] (the original salesman) to set up the renter's insurance. After multiple calls, emails and charges to my credit card, I am extremely disappointed in their customer service. I have emailed AAA express[redacted] my disapproval and have already contacted my credit card company to dispute the charge.Desired Settlement: I have emailed AAA express[redacted] my disapproval and have already contacted my credit card company to dispute the charge. AAA needs to work on their terrible customer service and wrongful bill[redacted].

Consumer

Response:

Hello,

I'd like to inform you that this complaint has been resolved. I verified that AAA has credited me back the amount charged. They also called me regard[redacted] this issue in a very timely manner. Thank you for your help.

Review: I have had my automobile insurance through AAA for decades. When I purchased a new vehicle, I went in to the [redacted] AAA office and met [redacted] to have this vehicle added to my auto insurance policy. I later emailed him the necessary documents he requested (Dealer sales contract). Afterwards, I never heard back from [redacted]. I called and left him 2 voicemail messages without any reply. I also left 2 voicemail messages to his supervisors without any reply at all. It is frustrating not to get any response (email or phone call) back about this request.Desired Settlement: I would like to be contacted back via email or phone call, have my new vehicle added to my existing insurance policy, and finally, an explanation as to why there was no response to any of my numerous emails and phone calls.

Business

Response:

We extend our

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

[redacted] branch. It is our understanding you attempted to contact us several

times to inquire about your auto insurance policy and your calls have not been

returned in a timely manner. Please be assured 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 in the [redacted] Branch, has spoken with you regarding

your customer service concerns. He will personally provide additional coaching

to his employees ensuring these service failures are rectified. If you have any

questions or concerns, please contact [redacted] at [redacted]

Review: years ago I was issued a traffic citation, minor infraction. ticket cost about $200-$300 dollars. in turn the auto club of southern california raised my insurance rates approximately $45-$60 per month. thats an extra $490-$720 a year for a $200-$300 dollar ticket, when I called and asked why, because of course insurance doesn't pay for the citation, I was told that I was a real high risk driver now, even though that would be the only citation on my driving record at the time. I tried bargaining the price, they supposedly couldn't change the price. so I said sorry I cannot afford your insurance and simply cancelled the policy. I never recieved a last bill stating I still had a balance. when I checked my credit a saw the auto club of southern california on there. I called and told them what happended and asked for a reduction in the debt so I could pay it. they denied all reasonable offers, I tried to offer even as high as 60%-70% of the debt, still all they wanted was 100% of the debt owed, and that included interest, original debt was $72, now they say I owe $91....for what? I have also tried disputing the mark on my credit with no success neither have they supplied supporting documentation for debtDesired Settlement: I would like to settle this once and for all, either accept my cash offer of $50 or remove from my credit, otherwise I will let it run its course, it only has another year or so till it is required to be removed

Business

Response:

The Interinsurance Exchange of the Automobile Club provided you with yearly policies first effective on December 27, 2007. Your last renewed term was to be effective December 27, 2009 until December 27, 2010 but was cancelled for non payment February 20, 2010. Our records reflect you were mailed notices of the balance still due to your address on file of [redacted]. We show no contact from you until you called our internal collections department on January 15, 2014. You were advised of the reason for the balance and the amount due. You asked for a discount to clear the balance and we advised you that because your account had already been forwarded to an outside collection agency (AWA) the full balance of $72.30 would be needed to close the account. The outside collection agency has added interest to your balance resulting in a higher amount due. We have reviewed your request to accept $50 to close this account. As a resolution to this account, what we will accept is the $72.30 we originally referred to AWA. The payment must be made to AAA using the policy number [redacted]. We would then close your file and request AWA to update your account as paid. With our response to the former insured, we included an itemized statement and documentation to support our findings.

If you have further questions, please contact [redacted] at 714-850-5581.

Review: I am a member of AAA and on 08-23-11 I went to the office in Riverside, CA to utilize their DMV services. I had just paid of my vehicle and I wanted to change the name of the lien holder to be me instead of the bank. I processed all the paperwork without any issues. I had decided to sell my current vehicle (2005 Nissan 350Z) in order to obtain a bigger car. I went to a local dealership on 01-02-14 to obtain a quote for a possible trade-in. The dealearship informed me that according to DMV records the title of my vehicle was listed as "Not Actual Miles"; therefore, the value of my vehicle was decreased by $6,000. The dealer reviewed previous DMV records of the mileage and they determined that there had not been any tampering with the odometer and they suggested I go to AAA to have the issue investigated. On 01-02-13, I went to the AAA office in Riverside CA and discussed issue with clerk. I was then informed that the clerk that processed the lien change made a mistake and she pressed the option of "Not Actual Miles" instead of "Actual Miles." The actual miles on that date were 40,983. After nearly an hour of looking into possible solutions since the clerk and the manager admitted fault by their employee, I was informed that the process to clear this issue could take up to 8 months since the paperwork needed to be sent to Sacramento for an investigation. I discussed how I am unable to sell my vehicle until this issue is resolved and I was scheduled to buy a new vehicle that weeknd. AAA manager, Jan Wood, informed me that she would email a liason between AAA and the DMV in Sacramento to see if the process could be expited. I have patienly been waiting for a any news; however, it's now been a week since I started this process and I have no cleaar answers as to how it will be resolved and how it will take. In the meantime, I am adding miles to my currently vehicle and decreasing the value with each added mile. Also, the deal I had with the dealership for the new vehicle has now expiredDesired Settlement: I would like for AAA to resolve the issue with the tittle of my car as ASAP so I can trade-in my car and buy a new car. Otherwise, I will be seeking a $6,000 settlement since that is the amount my car's value is being decreased due to this error. I would also like for AAA to better update me in the process of solving this issue since this process starting a week ago and I have not received any updates on how this will be resolved and in what time frame.

Business

Response:

In 2011, Ms. [redacted] came to the Riverside Branch to complete a DMV transfer of ownership on a 2005 Nissan. DMV issued a new title in Ms. [redacted]’s name. In January 2014, Ms. [redacted] attempted to sell the 2005 Nissan but found out there was a problem with her title; the odometer area stated, “Not Actual Mileage.” During our research with DMV Sacramento, we discovered the error was a result of our DMV service representatives keying error. A new vehicle verification of the 2005 Nissan and a change request was completed to correct the title. We by expedited the handling of DMV change request enabling a corrected title to be issued to Ms. [redacted].

Review: My car was hit by a person with AAA insurance,at there fault..I filed a claim the next day and five days has pass and no response from personal...I called three days later and they just say "the person handling your claim is at lunch I'll Give her a note to call you back".So I call again and they say" oh she went home already"it's A run around ...Desired Settlement: Just get my car fixed

Business

Response:

We apologize for any difficulty you experienced. Our records reflect that you have communicated with the handling adjuster via email. If you have any questions or concerns regarding this claim, please contact [redacted] at: ###-###-#### or toll free at ###-###-####