Automobile Club of Southern California

Review: I used to have towing insurance several years ago. I decided not to renew and since then every so often I would get pamphlets, brochures and even applications. I finally got mad and called the company and they said my name would be taken off the list. I still got mail from them and they said my name would be taken off the list. Two times I called waiting for them and now am few up with their intensive sales campaign. I want no part of their company and more so now. LEAVE ME ALONE.I also am not sure if this is the correct aaa company.Desired Settlement: if this doesn't stop we are going to court. Financial requirements will be for stress brought on by this company.

Business

Response:

We offer our apologies for any furustration experienced. We have removed your name and address from any future mailings. This process can take up to 60 days to fully process however, you can be assured we have removed your name and address from our mailing list.

Review: My 1996 [redacted] was run out of gas on the northbound of 5 freeway in [redacted] CA on November 29th, 2014. I called Auto club road side assistance and they sent [redacted] to come pick up my truck. Their driver, Joe towed my truck to rest area, but he didn't make sure if the front hood was closed then the food was popped up and go damaged. I filed an emergency road service report on December 13th at Auto club [redacted] A month or two later, they called me and left a message and told me I need to get an estimate of the damage from body shop. After I received the estimate from local body shop, I called them back and left a message twice or three times, then they never called me back. I went to their branch at [redacted] again and asked what is going on then they told me that I need to submit a reimbursment application with the estimate. I mailed the application and the estimate to them on around the end of April. As of today, July 7th, I haven't heard anything from them.Product_Or_Service: Road side assistanceAccount_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)I want them to reimburse the repair cost on the estimate which is $1,885.30.

Business

Response:

We understand you have been working [redacted] (Contract Station Relations Supervisor), who investigated your

damage complaint. Based on the information provided by you, the statement from

the independent contract station employee and the invoice for repairs, an

agreement has been reached to reimburse you in the amount of $942.65. A

reimbursement check in that amount is being issued on behalf of the independent

contract station, [redacted]. Your Revdex.com complaint also pointed out a number of

delays in responding to your complaint. The delays you experienced should not

have occurred and your damage complaint should have been addressed in a

timelier manner. Your feedback has pointed out an improvement opportunity we

need to address which will ensure these delays do not occur for other concerned

AAA members. The process for registering a complaint in one of our Branch

locations must be seamless and efficient. In addition, [redacted] has already

addressed the handling of your complaint by the independent contract station,

[redacted]. They understand the importance of a timely communication and

complaint resolution with every AAA member. If you should require additional

assistance or wish to discuss this particular matter further, please contact

[redacted] at [redacted].

Review: AAA contracts with towing companies that try to rob their clients and when you file a complaint, they do nothing about it.

I had called AAA to come over on Friday to help me with my car battery since my battery died. They sent someone from one of their towing companies they contract with and the person " [redacted]" started telling me that my car battery is damaged and needs to be replaced. He started being pushy with me in order to sell me a car battery and charge me for installation. I refused his offer and then he went on to tell me that if I did nt do as he told me, my car would not start. Well, the car did start. The next monday, I called AAA again to get a second opinion about my car battery (took the day off from work) since I did nt want to deal with my car not starting when I needed to get to work. AAA sent someone over and he told me that my car battery was intact and did not need replacement. He ran some tests on the car and gave me a copy of it. I dont know if AAA pays a commisssion to employees to sell car batteries but this is not professional behaviour. I immediately filed a complaint with AAA about this matter and they said that they would get back with me within 7-10 business days. It has been almost 20days and I have not heard back from them. In addition, I got a letter from AAA saying that I have used up my 4 free times when I can get roadside assistance for free. This is downright unprofessional and AAA seems to be least bothered about public safety.Desired Settlement: I would like AAA to reverse my chances of getting free roadside assistance and learn to be ethical and professional when dealing with customers. They should also hire people with more integrity.

Business

Response:

A review of our

records reflects that on March 9, 2014, you contacted the Automobile Club of

Southern California to request battery service for your 2006 Honda Accord. In

your inquiry, you indicated that the responding service technician, [redacted],

recommended replacement of the battery based upon the results of the test he

performed. You declined his recommendation. You also expressed concern that

[redacted] was unprofessional, and that he was aggressive in his attempts to sell you

a new battery for your vehicle. The following day (March 10, 2014), you called

AAA once again for a second opinion on the battery test results. The technician

dispatched to this service call retested the battery, finding that it was in

acceptable condition and not in need of replacement. Because of the

contradictory test results, you submitted a complaint regarding this issue, but

unfortunately your concerns were not addressed in a timely manner. You also

expressed concern that the Club had notified you that all four calls for the membership

year had been exhausted. We sincerely regret that we did not quickly follow up

with you to resolve each of these questions. We did confirm the conflicting

results obtained from the two battery tests performed on your vehicle. A review

of the testing outcomes suggests there may have been an intermittent issue with

the vehicle which resulted in these conflicting tests, and we attempted to

explain that in a letter mailed to you on April 7, 2014. Regarding the

call-usage letter you received, these notices are auto-generated and are for

informational purposes only in order to keep our members abreast of their

membership entitlements. On behalf of our entire organization, we would like to

extend our sincerest apologies as we were unable to provide you with a totally

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

disappointing that your experience fell short of our goals and your

expectations. Please be assured that we

have reviewed these events with all parties involved and have taken the

appropriate corrective actions in order to prevent any recurrence. We thank you

for your past membership with the Auto Club and greatly appreciate your

support. If you have any additional questions, please contact [redacted]

Review: May of 2014 Was the month it started...I was told that AUTO PAY needs to be allowed 19 days for the monies to be removed from my account...I waited 22 days and I needed food and saw in my account was about $38.00..or $39.00 OK..I went to the store to shop...the next day I checked my account it was overdrawn by a GOB of money(No statement here now)...I had to borrow $80.00 from the Bank to cover this overdraft, ([redacted] had a loan account deal set up for disabled or Senior people to borrow in case of emergency..They removed it under some Federal Law, So The Bank Says)...well I did borrow the money and told AAA about it they said no problem and to ignore the next month payment (of 36.00 or so dollars for that month Ins Payment) well I got to looking AT MY BANK STATEMENT UH OH...THERE IS A PROBLEM HERE...I CONTACTED A WORKER AT AAA and she tried to get the AAA to reimburse me the monies. nope...several times...same answer...nope, no, and NO..She got red in the face...she knows it isn't right...wow...ok..I am here looking for Justice...the amount I seek is around 43.00...plain and simple...I paid out of my pocket the 43.00 to pay the bill owed to the bank...I may be an ant in the ant hill...but it is the ants that make up this place, ok...??? Maybe It is the second time I tried to collect money from their mistake...I did NOT KNOW...if I did this every day I would be good at it... Please Help, Thank You, [redacted] Product_Or_Service: Auto INSURANCE at 34.to 37.00 a month

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

All I need is to be justly reimbursed the amount that is FAIR...Honest and where is COMMON SENSE...Have I lost touch with Reality...the trips down there I use a walker it hurts to walk...I can go on and on...but what ever is JUST and FAIR...I need that ...this is but NONSENSE, YES...I Need a settlement...

Business

Response:

It is our understanding you

reached out to the [redacted] branch last year to have the payment date on your

auto policy changed. Our guidelines state that a policy must be valid for

exactly one year; therefore, the system sets the payment due date to default to

the date the policy was originally written. This is done to provide our policy

holder with exactly a full year of coverage. You may change the payment due

date to one that is more convenient; however, you will need to make that

request every year at renewal. We understand that [redacted], Insurance

Manager, has discussed this with you and has confirmed that your due date is

now correct and he is also working on reimbursing you for your overdraft

expenses. We apologize for any inconvenience this situation has caused you. If you have any further

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

Manager, at [redacted].

Review: I have been with automobile Club of Southern California for 20 years for my car insurance. I was recently in an accident with someone who

holds no insurance. A year and half ago I called and added my 2011 chevy Malibu to the policy and took off another vechile that I no longer

had. I requested to put Full Coverage and unisured motorist to be added to this vehicle. I had done this action over the phone.

I have been told that since I signed a waiver back in 1999 for an vechile that I of course no longer have that this stands up to the policy and

I must pay the $500.00 Deductible. I have requested to speak to the owner or the President of the company Mr. [redacted] and I was told that I

could not speak to him or get a direct phone number for him to be able to leave a phone message regarding how unhappy I am with what I

am being told and that I feel that every year that when re newal comes up that a new waiver should be signed per vehicle. I was finnaly given

a phone number however it was not directly to him and I was given a email to hima at [redacted]@AAA_Calif.com which I emailed him on 9/19/14 and I still have not received an email or a phone call directly from him to discuss this matter. I received a letter from a [redacted] at ###-###-#### who is the claims adjusters supervisors stating that I am not a resonsable person and did not read the policy, and no changes were made from my Chevy Tahoe when I added the Malibu, however which I did, I added full coverage due to I am making payments to a bank on this vechile and on the Tahoe that I did not and only had what the law requires. I feel that this is a critical matter due to I had not signed any waiver since 1999 and that they should uphold the contract of what I asked to put on my coverage. This was added a year and half ago and they could not provide the phone call recording that was made by me requesting this coverage.Desired Settlement: Honor unisured motorisit request for this claim on my 2011 malibu and to be sent a new form as of today to sign for unisured motorisit

for each new year and each vechile. A form signed 20 years ago on a vechile that no longer exist should not be valid. Also that a phone number should be provided when a customer ask to speak to the president, at least get his voice mail. I would like a call back from the President of the company.

thank you.

Business

Response:

You stated to the Auto Club as well as to the Revdex.com that you believe the form you signed at the inception of your policy was outdated and that you should have been provided with a new form yearly to reconfirm your intent to omit Uninsured Motorist coverage from your policy. You also believe that when you added the Malibu to your policy, you requested “full coverage” as you were making payments to a bank. Unfortunately, while our underwriting records do reflect several changes to your policy since you started your auto policy with us, I see no request to add Uninsured Motorist, Underinsured Motorist or Uninsured Deducible Waiver to you policy. After each requested change as well as with each renewal, a declaration document is mailed to you confirming any change and listing all of the agreed upon coverage. The “full coverage” needed to satisfy a lienholder does not include those uninsured motorist coverage’s, as the lienholder’s only interest is the asset itself – your 2011 Chevrolet Malibu – thus, the addition of comprehensive and collision coverage to your policy when you added the Malibu to your policy. Unfortunately, our position remains that you did not have the uninsured motorist coverage mentioned in your letter nor do we see that they were ever requested. Although the outcome was not what you had hoped for we want to thank you for your 15 years of membership and insurance with the Auto Club. If you have any questions, please contact Claims Manager, Teri Hall, at 661-291-3769.

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.

To [redacted],

Review: I was rear ended by a driver who is insured by the Automobile Club of Southern California on February 25th of 2013. I have been dealing with two different adjusters and the last adjuster has been very unprofessional and uncooperative with this claim. Their insured was at 100 % at fault by his own admittance. As a result of the accident I now have two slipped disks in my neck which I have been treated for and paid with my own money and using my own insurance. I was reassured by the AAA insured who rear ended me that him and his insurance "would take care of everything and get everything fixed. As of today July 2nd of 2014, I have been given the run around and my claim has not been settled. I have also received a letter from AAA stating that my rights to this claim will end February of 2015. I have signed and provided numerous times documentation that now the adjuster says she has to use copy services to get the information that I have already provide. I do not understand how AAA can be so unprofessional towards their policy holders and the people they injure!Desired Settlement: DesiredSettlementID: Other (requires explanation)

To pay what's fair by insurance standards and be reimbursed for the money and the services my own health plan used to treat the injuries and also to get reimbursed for any wages lost caused by the accident.

Business

Response:

We received a similar inquiry from the California Department of Insurance (CDI). Our response to the CDI follows. We apologize for the frustration and inconvenience this matter has caused you. It is our understanding that [redacted], Manager of the Diamond Bar office, emailed you in an attempt to discuss your concerns. Mr. [redacted] rear ended your 2002 Kia Sedona. Your vehicle was repaired at a cost of $3,795.57. On April 2, 2014, Ms. [redacted] offered to resolve your injury claim for $7,250. The offer was not accepted. Following the non-acceptance of the offer, we ordered your medical records to provide additional details concerning your injuries and treatment. Contained in your request for assistance was a concern that we were not expeditiously evaluating this claim. We have received the records and expect to provide an evaluation of your claim in the next few days. Should you have any questions, or would like to discuss this matter further, please contact [redacted], Manager Diamond Bar Claims, [redacted]@aaa-calif.com, 909.444.4018.

Review: I have been a member of AAA for years, and I have a roadside assistance coverage which is valid through September 15, 2015. I have a complaint regarding the roadside assistance which I did not receive on Thursday night, June 25, 2015. That night my daughter had a flat tire, so she called AAA several times for two hours with no response from them and then I called AAA 10 times and also my wife called them several times and we all chose all the options 1&2&3&4 to get a hold of them and, like my daughter, they put us on hold for hours with no response. This lasted for more than four hours with no response from them. Finally, I had to drive over to my daughter and give my car to her to go home where I was hoping in the meantime I could stay and wait there while I reached them on the phone. I stayed there till 2am Friday. It was really scary. At the end, I decided to leave the car in the parking lot with the chance of my car being towed because there was no other option for me, and I asked my wife to come over and pick me up and go back home together. On our way back home they finally responded after almost 5 hours and when I explained the situation and told my story to the dispatcher he asked me if I was serious and when I said yes I am serious he apologized and said that they are short with employees. Next morning, I called AAA again and they towed my car to the shop. They advertise 24/7 roadside assistance, which I obviously didn't receive on time. Customers pay for the service to have it when needed. This would be a breach of the contract.Desired Settlement: I want to be contacted by AAA. I want their explanation and also be reimbursed for my time and expenses. Thanks

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. Hi,

Review: Emp #[redacted] refused to remove me from the company's solicitation Mailing list unless I bought a membership. I received junk mail asking me to join and it was in the wrong name and address and I asked her to remove that name and address from the system. She refused to do so unless I had an active membership.Desired Settlement: A personal apology from [redacted].Removal from the company's mailing list.The mail is being sent to the following incorrect name and address:[redacted], CA [redacted]

Business

Response:

Response to complainant offers apology and advises we will stop further mailings from being sent. We will take steps to prevent a recurrence.

Consumer

Response:

The company's representative called me personally to offer an apology and assured that the employee was corrected.

Review: I called to renew my membership. I was a few weeks late and all the years that I have been with them meant nothing. They made me go back to regular not the plus membership. When I first joined I had the plus, and I have always had the plus. When I paid the fees the man told me that I can upgrade on March 17,2015 he did not tell me that if I called for service then I would have to wait another 90 days. He had deceived me. I called the supervisor [redacted] and he was condensing. He kept saying that I was a member for a year. I told him that I wanted my upgrade, he said nope and I said I wanted to cancel my membership and he said effective today. I told him that I would call corporate and see what they could do, he spelled out him name. I want my upgrade as I have always been and I want [redacted] wrote up.Desired Settlement: I want my membership upgraded as was advised, and I want [redacted] written up!

Business

Response:

It is our understanding that on March 17,

2015, you called our Policy Management Group (PMG) in effort to upgrade your

membership with us. However at that time, our PMG representative, Mr. [redacted]

[redacted], informed you that since you requested a service from our Emergency

Roadside Service team on January 13, 2015, you did not qualify for our Membership Plus. He advised you that in

order to upgrade your membership there is a ninety day period in which no

service calls can be made. Please accept our sincere apologies for the

frustration this situation may have caused you. Unfortunately, when you called

to renew your membership on December 9, 2014, our agent, [redacted],

never informed you of our membership upgrade guidelines. Nevertheless, be

assured that your membership has been upgraded to Membership Plus, effective March 18, 2015, at no additional cost to

you, and that occurrences such as these are not our usual and customary way of

conducting business. Furthermore, your concerns have been fully investigated

and appropriate action was taken to help ensure no further incidents of this

nature occur in the future. If you have any questions, please contact [redacted] at [redacted]

Review: AAA failed to disclose that since I chose to make a monthly payment for my auto policy that I would have a finance charge, the first month I saw this on my bill emailed the agent and her manager at the AAA office in [redacted] and asked that they remove this ASAP. This has not occurred. Also my homeowners policy went up by $67 for no logical reason. They took the money from my account and they were not authorized to do so.Desired Settlement: I would like to be refunded for all of the finance charges since this policy went into effect, and also the additional $67 for the home policy.

Business

Response:

We

extend our apologies for the frustration you experienced when you purchased an

automobile insurance policy from an agent in our [redacted] branch last year. It

is our understanding that at the time you purchased your new policy, our agent may

not have adequately communicated to you that a service charge is included with

each of your monthly payments. The Exchange, like many other insurance

organizations, offers an auto insurance installment payment option and assesses

a finance charge to help defray the expense of this option. The additional

expenses are both operational and administrative; including costs of multiple

billings and the costs of related system controls. It is very important to us

that our representatives provide a clear and accurate explanation of both our

payment options and any finance charges that may be incurred by our members who

purchase a new insurance policy. [redacted], Regional Manager, has contacted you

and your husband [redacted] to discuss your concerns regarding the finance charge

included with your insurance payment. Please accept our sincere apologies for

any miscommunication and allow us to assure you that it was not our agent’s

intention to mislead you in any way regarding the finance charges assessed as

part of our insurance payment program. Regarding the increase to your

homeowner’s policy, the age of a home is one category used when determining the

amount of the premium. We are sorry that

you are unhappy with our insurance premiums. If you should have any questions,

please contact [redacted] at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

That respond is not a resolution, the person I spoke is [redacted] a branch manager. So they continue to lieand I simple acknowledgment of their misrepresentation is not good enough. [redacted] refused to return the finance charges

Review: I have been a loyal member of triple and on August 12 214 You failed me and still I haven't heard why. I have a much longer complaint but am limited.

But here is the bullet pointed summery.

On August 12 2014 I got a flat tire in the carpool lane of the I-5 just north of downtown disney. I had travelled from west lon angeles Roughly 40 miles.

I pulled over on the left shoulder - and called AAA. I told her I exited the 91 and was on the 1-5 South I wasn't exactly sure yet. The women dipatched a driver.

-Roughly 30 minus later the driver honks his horn traveling northbound for some reason about 10 minutes later he travels passed us on 1-5 south and calls to tell me he wont help and I have to call back and order another driver. ( which is mind boggling)

I call complain strongly and the women seems disturbed by the lack of help. Now she calls a second driver. About 45 minutes later no one comes by- By the way the second call I bnotced a street sign and told them EXACTLY Where iw as. Under the brookhurst overpass. No one came after 45 minutes then a women called and said they have no idea where I was. By this point #511 came by randomly and changed my tee in less then 5 minutes basically.

I had to now drive on a donut all the way but AAA could've repairs the tire it was fixable .

- I called AAA to file a complaint as soon s I got to my destination. The 3rd women seemed even more upset about my horrible service.

I pay and sign a contract and it works both ways. I need help and you are supposed to help me.

There is something corrupt or incompetent happening at Automobile Club of Southern California but I front know what.

Now have called since then 3 times and each time they seem more clueless or annoyed with my insistence on answer. Why did AAA fail me that day? I am a loyal customer of 15 years and they still wilfully ignore my inquires. They're "investigating" I've been told. Not what or who just that.

- I called on the 18th 29th 2014 and still got the run around.Desired Settlement: I have not thought of an outcome. I think AAA should take some responsibly and treat customers with respect and not bureaucracy. They ruined a perfect evening at the angels/philles game and have been dealing with this situation ever since.

How can I TRUST the Automobile Club of Southern California how will they earn that back. What will be done. Why should I pay for any more if I can call #511.

I trusted you. Shame on you AAA for your shady practices. I'd like a response and you to be held accountable .

Why didn't the driver stop? Its your slogan? How did the second driver not understand where I was? Why hasn't anyone taken this complain serious. If it happened to me it will and likely has happened to thousands of others who didn't want to see this complaint through.

Consumer

Response:

My desired settlement would be all my membership fees since 1998

returned to me(doubled for time and stress becasue of this situation) since when I actually needed them they failed me . as well I'd like a

formal apology. I'd also like next years membership waved as well. And

if possible baseball tickets next year for their actions going to the

event andhow they treated me since the initial incident.

AAA stranded me and they should pay for that.

Business

Response:

We would like to begin by extending our apologies for any frustration and inconvenience you experienced as a result of the service provided to you by California Roadside Service, one of our Independent Service Providers. Our understanding of the issue is that when you called for assistance your exact location on the Southbound 5 freeway was inaccurate. As this was unbeknownst to the service provider, they set out to look for you. As they were traveling on the Northbound 5 freeway they spotted you and got off at the next exit, turned around, and headed towards you. The driver then called his dispatcher and explained that you were outside the provider’s area of responsibility. The dispatcher of California Roadside Service then instructed his driver to come back as he had other service calls to run within their area of responsibility. You then received a phone call from the driver and he explained to you that he would not be able to assist and said to call the Club back and let them know that your location was incorrect. We only imagine how infuriating this would be knowing that help simply drove right passed you. You then called the Club back and explained what occurred. Your location was updated and Towman Towing, an Independent Service Provider, was dispatched to assist you. However, shortly thereafter, the Freeway Service Patrol arrived and changed your flat tire. You then called the Club back to voice your concerns, and you were told someone would call you within the next few days to discuss the matter. A few days later with no call back from someone at AAA you decided to call for an update and once again you were told someone would call you back from member relations. You again waited over three weeks yet no one ever called back to discuss the service failure. Since there was no call back you decided to reach out to the

Review: me and my dad purchased car insurance from AAA for $1400 per year. We paid a deposite of $339 after we paid on the credit card she asked for my grades and I had just started college, so I gave her my high school report card; I had a 3.2 GPA. after a couple of weeks we recieved a bill with the total amount of $1700, $300 more then we agreed to, so we switched to a different insurance company. We switched to Safeco Insurance CO, and AAA refused to refund our deposit. We were hoping they would at least return $200, but they would not coperate with us. We complained to the Wells Fargo Bank, but they said that is their policy. But we didn't switch they pushed us to go to another company by charging us more than the agreed price.Desired Settlement: DesiredSettlementID: Refund

We would like to at least get $200 back.

Business

Response:

We would like to begin by extending our apologies for the frustration you experienced when you recently purchased a new auto insurance policy from an agent in our

Review: called AAA after my renewal expired and was going to renew my basic membership only if they waive the new membership fee. They told me that will be no problem but can also the upgrade to AAA Plus membership for $67.00 including my husband. When I logged to pay our AAA insurance I noticed that we only basic membership not the AAA Plus. I called them to complain and told them to review the voice recording for the day that they offered me the AAA plus membership. After 3 weeks they finally emailed me denying everything. I believe this is a clear case of Bait and Switch. When I called them to cancel my membership I was told that my Home Insurance will go up, I will be charged the Membership Fee that they waive when I renewed and they will prorate the refund. At this time we have run out of options , This is why we are seeking your help with this matter. These is a shoddy practice for them to gain new membership and retain renewals .Desired Settlement: AAA should issue a full refund because I only renewed my basic membership when they stated that I can have AAA Plus including my husband for $67.00.

Business

Response:

Our review of the call with our agent verifies we informed Ms. [redacted] of a 90 waiting period for AAA Plus benefits to become effective. A call was placed to her by our member services management regarding our findings.

Review: I'm insured thru AAA and some lady who is also insured thru AAA which she hit my car while I had just passed an intersection on a clear green light and since she rushed to make her right turn to beat the car behind me, she didn't notice the traffic had slowed down and she hit my car and moved me to the left and while my car was being fixed I had to pay for a rental and AAA is only paying for half of $118.87 because AAA decided amongst themselves that it was a 50/50 at fault, I had no fault in this accident and they need to have that person pay the full amount, $60.00 to come out of my pocket because of someone's irresponsibility doesn't sit well with me. I have called practically every day to the claim adjuster and she never picks up when I call and hasn't returned my call.Desired Settlement: Be paid my out of pocket for the rental in full.

Business

Response:

Your request for

assistance indicates that the other party involved in the loss, who is also

insured with Auto Club, was responsible for the accident; however, since it was

determined by both representatives that there was shared responsibility in the

loss, you were only offered 50% of your rental reimbursement. Your concern

expressed that you felt you were not at fault for the loss and complete

reimbursement should be provided for your rental expense. We are very sensitive

to our member’s needs and perspective and I assure you we make every effort to

promptly and fairly resolve their claims. Prior to receiving your inquiry from

the Revdex.com on February 3, 2016, claims management had reviewed

your rental bill and had made a decision to reimburse you in its entirety. The

remainder of your entire reimbursement payment was submitted on February 2,

2016. Should you have further questions or concerns, please contact Claims

Manager [redacted] at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. AAA has sent me the full amount of the out of pocket expense for the car rental. Regards,

Review: I was calling around to bundle my home Insurance & Car insurance to get the discounts offered...I was assured the insurance company could cover my home and auto, and was given the price, so I agreed to the price and started the insurance for both.....about 60 days later AAA called to inform me they could not cover my Home, and I would have to find new coverage...I informed AAA I wanted to keep my home and car insurance bundled so I would have to change my car insurance as well.....they said that was fine, so I went with mercury insurance, but a couple months later im getting collection letters from AAA charging me cancellation Fees, late Fees, and finance charges for the balance due. I do not think I should be charged cancellation fees for having to move my insurance based on AAA's broken promises to cover my home and auto.Desired Settlement: To waive any cancellation fees, finance charges associatied with the cancellation fees as well

Business

Response:

It

is our understanding that on April 10, 2015 you spoke with our agent, [redacted], who assisted you with the purchase of auto and homeowners

insurance policies. After agreeing to [redacted] quotations, you made a

down payment of $10.00 to establish the homeowners policy with an effective

date of April 11, 2015. On June 29, 2015, after the home inspection had been

completed and the findings reviewed, underwriter [redacted] spoke with you to

advise you that regrettably, we would be unable to continue your home insurance

coverage due to the property being built with mixed construction, and informed

you that the policy was scheduled to cancel on July 4, 2015. In reference to

your letter, you desired to have your policies bundled to receive the

multi-policy discount. With switching insurance providers, the cancellation of

your auto policy resulted in the cancellation fee. Respectfully, according to

our records on July 9, 2015, [redacted], Insurance Business Manager, spoke

with you regarding your policy status, at which time you advised him that you

would allow your automobile policy to cancel for non-payment and would purchase

insurance elsewhere. In response, [redacted] disclosed to you that there would

be an amount due for earned premium and applicable cancellation fees. Consequently,

on September 24, 2015, [redacted] attempted to contact you once again you in an effort

to address your concerns but was unsuccessful.

He left you a detailed voicemail message providing his direct phone

number and asked for you to contact him should you have any further concerns or

feedback. Nevertheless, it is our understanding that the cancellation fee has

since been waived and we are pleased that your billing concerns have been

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

Review: On August 7th, I bought an annual auto insurance from a sales agent of AAA Southern California, [redacted]. She gave me a price quote of $1,365 and assured me that it was a final price (I have it all documented) on only one condition that I had to pay the whole amount at once. She told me that she gave me 20% discount to match another insurance company with which I was ready to go because it offered a better price and a possibility to pay it in increments at no additional charge. I accepted the price [redacted] gave me because of the 20% discount and paid the full amount at once. Two weeks later, I received an additional bill of $171. When I contacted [redacted], she assured me that there was some mistake and told me to disregard the bill. Two more weeks later I received a letter from AAA which said that if I don't pay $171, my policy would be cancelled and I would be charged for the time I was insured at a higher rate. In addition to that, I was also charged a late fee. When I again contacted [redacted], she told me that her manager, [redacted], disagreed with her decision to give me 20% discount and I had to pay the additional bill. When I tried to contact him, he never returned my calls or my emails. Thus having no choice, I paid the additional bill. However, I feel like the sales agent, [redacted], intentionally deceived me to make a sale and put me in a situation when I had no choice. In the event of me cancelling the insurance, I would have had to pay for two months of insurance at a significantly higher rate. In any event, it would have been a material financial loss for me.Desired Settlement: I believe that the company should pay me back the additional charge in the amount of $171. I am not sure if a sales agent had an authority to offer me an extra discount. But I had all reasons to believe that she did since she prepared the contract and I reasonably assumed that the company had the processes in place of reviewing the contract before it was given to a client. I feel like I have been deceived and did not have an opportunity to make an informative financial decision. The only reason the sales agent gave me the discount was to match their competitor price and make a sale. I also think these unethical business practices are very harmful to the consumer and should be stopped. Thank you!

Business

Response:

We are responding to your complaint filed

with the Revdex.com and the California Department of Insurance. Our

records indicate that on August 4, 2014, you spoke with our agent, Ms. [redacted]

[redacted], in effort to purchase an auto insurance policy with us. During the

binding process of your policy, you disclosed to Ms. [redacted] that you held a

previous policy with us, but which was shared with your soon to be ex-husband. At

that time, Ms. [redacted] informed you that you qualified for a longevity

discount, as well as a dividend on your previous policy in the amount of

$171.00. Ms. [redacted] explained that this amount could be transferred and

applied towards your new policy’s annual premium of $1,536.00, but that she

would need a minimum down payment of 20 percent of your policy premium,

which you accepted. You then decided to make a full down payment of $1,365.00,

$171.00 less your annual premium, for your new auto insurance policy for an

effective date of August 14, 2014. Several weeks later, you received a bill for

$171.00, whereupon you called Ms. [redacted] and inquired as to why you had an

outstanding balance. Ms. [redacted] returned your call on September 4, 2014, and

explained that her Insurance Business Manager, Mr. [redacted], would

research and handle your premium concerns appropriately. After Mr. [redacted]

investigated the balance on your previous policy, however, he discovered that

he was unable to transfer the dividend of $171.00 to your new policy since the

credit was used in its entirety on your previous policy for its renewal period.

Mr. [redacted], Insurance Business Manager, has spoken with you regarding

your auto insurance policy and has guaranteed you that we have given our full

attention to your complaint. We understand that Mr. [redacted] along with our

Premium Accounting Department have honored our commitment and issued you a

credit of $171.50, which processed on December 2, 2014. We are pleased we were

able to make this accommodation regarding your new auto insurance policy, and apologize

for the lengthy time it took to resolve your premium concerns. It was never our

agent’s intention to mislead you in any way, and that throughout the binding

process of your auto insurance policy, Ms. [redacted] did her very best to advise

you and offer you discounts for which you qualified. She also expressed to you

that your policy premium did not increase in any way, and even offered to

reevaluate your annual mileage in effort to lower your annual premium. Moreover,

a review of our telephone records does not indicate that Ms. [redacted] offered

you a 20 percent discount on your

auto insurance policy, but rather a 20 percent required down payment. Nevertheless, we apologize again for the

inconvenience that this process may have caused you. Should you have any

questions, please contact Mr. [redacted] at 714-885-5734.

Review: I purchased a multiple policy home and auto. Was sent twice a glossy booklet that listed all the discounts (with nothing in print pertaining to a percentage cap).I had noticed I should be entitled to two additional discounts one for the double dead bolt locks that have on all exterior doors and a discount for my new flat roof with Spanish tiles.I got the run around with several supervisors promising to find out why I was not getting the additional discounts for several MONTHS.The Executive office rep Mr. [redacted] has no idea what was being put out in print, but promised he would look into,,,,never heard back from him.....he just passed it off to the manager in Texas AGAIN (who I did not want to talk to after he could not solve the issue the first time)!He just wrote a sloppy letter saying how he appreciates my business, but AAA no longer offer the dead bolt lock discount (even though AAA is sending this out in current print) No other discount was offered. The roof discount was denied even though not stated in the print execution would be made if 20% Spanish tile and 80% flat. [redacted] just recited [redacted] as not qualified and no other offer will be provided. Request to speak to [redacted]'s boss. [redacted] stated that was [redacted] who was suppose to be informed of my discontent. She was suppose to contact me back.....never did respond to FALSE ADVERTISEMENT......yet AAA prides themselves on providing "Legendary Service" Shameful!!Desired Settlement: I want AAA to correct their literature! They need to provide the discount listed. They should be held accountable to advertising correctly.[redacted] should investigate how many people touched this case and NONE could resolve it or contact her to inform her my desire to speak to her directly. They need to train their people if they do not have the answer... call a manager (although all the ones I spoke too could not solve the issue). DO NOT send calls to out of state call centers.

Business

Response:

• INTERINSURANCE EXCHANGE OF THE AUTOMOBILE CLUB

October 18, 2013

Re: Homeowner Policy [redacted]

Dear Ms. [redacted],

This is a follow up to your concerns regarding your homeowner insurance policy.

To begin, I would like to express our appreciation for your membership with the

Automobile Club of Southern California. While it is always a pleasure to

correspond with any of our members and insureds, it is especially gratifying to

write to those, like you, who have joined our organization.

The Auto Club offers two types of endorsements for homeowner insurance

policies; the first is the H0-402 endorsement, and the second is the H0-404

endorsement. These differ in the benefits offered, depending on which best suits

the needs of our insured.

H0-402 Endorsement

This does not provide Guaranteed Replacement Cost, however; it does offer and

Extended Replacement cost. This coverage increases Dwelling, Coverage A to

125% and coverage B for Other Structures to 125%. It also provides Personal

Replacement Cost Coverage, which replaces your personal property without

deduction for depreciation of certain items of unscheduled property, and of those

articles of personal property separately described, and insured under the H0-61

endorsement.

H0-404 endorsement

This provides Guaranteed Replacement Cost, which will pay the necessary

amount to restore or rebuild your home in the event of a covered loss regardless of

the limit of liability stated in the declarations for Coverage A. It also provides

personal property replacement cost coverage, Identity theft coverage up to

$25,000.00 with no deductible. This includes coverage of up to $200 a day (up to

a maximum of $10,000.00) for lost wages as a result of identity theft. This

coverage also provides Green Coverage, which pays the additional cost up to

$25,000.00, to repair or replace damaged or destroyed property with equivalent

property that meets environmental and energy efficient standards.

~

P.O. BOX 25001, SANTA ANA, CALIFORNIA 92799-5001

www.aaa-calif.com

In addition, this coverage provides for Claims Deductible Waiver. We will waive up

to $500.00 of the claim deductible in the event of a covered loss within the

conditions outlined in the AAA Your Home Advantage package.

The discounts we offer are:

New Home Discount

Mature Homeowner's Discount

Single-Story Discount

Loyalty Discount

Roof Type Discount

Multi-Policy Discount

Protective Device Discount

While we do offer a roof type discount, this only applies for roofs which are 100%

tile or 100% composition shingle. As such, based on your type of roof, the

discount does not apply.

At one time, we offered two different types of homeowner polices. With the prior

type of policy, we offered the deadbolt discount, this was our HO-M policy.

However, we no longer offer this type of policy, or the deadbolt discount.

Please accept our apologies for the delay in our response and any misunderstanding

regarding the applicable discounts we offer. I understand that you received literature

informing you of a discount which is no longer offered, I sincerely apologize for this.

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

conducting business. We fully investigated your concerns and took appropriate action

to ensure no further incidents of this nature recur. Again, I apologize for the frustration

we caused.

Ms. [redacted], we truly appreciate your years of longevity with the Club and look

forward to continuing to service your insurance and membership needs. I hope

we have adequately addressed your concerns. If you should have any additional

questions, please do not hesitate to contact us at (469) 221-8281.

Sincerely,

cc: [redacted]

Member Relations

Office of the President and CEO

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.

Yes. I want to reopen the case. I never got this response. The only thing I got for Revdex.com was that Triple A was not responding. This person [redacted] I asked to speak to his supervisor and he out right refused and did not take any of my calls after telling me to bad that their printed literature stated double dead lock discount they don't have it anymore. Mr. [redacted] and his buddy in Texas have been very unprofessional and frankly rude. Who monitors their behavior?

Review: I just recently came back to US after 5 years of living abroad. When I cancel my insurance with AAA I was told I could just call them and they will take care of me.

Unfortunately the service in Texas is definitely inferior. I was quoted a price and then AAA started to making excuses to double the price.

I was told that they will put on my policy that I am separated because in that way I can still keep the marriage discount and my wife just have to fill out a form that stated that she will not drive the vehicle.

Reluctantly I agree with that.

[redacted] M ( the saleslady) also asked me to copy my passport to show that I was living abroad and therefore I was not insured six months prior. She will take the scans and send them to her supervisor [redacted] H.

A few days I bought my car the dealer told me that the insurance had the wrong VIN and I called [redacted] who dismissed the claim.

I was also coerced to buy road side assistance, for the sake of the discount.

When the papers came back from underwriting I almost faint since the premium was the double. I called AAA and they told me that because my credit, my wife signature and I was not insured 6 month prior they increased the price, I inquired about that and the agent asked me to call [redacted].

I called [redacted] about 5 times since I was not going to leave 5 messages with the same issue I left it one. I called her supervisor [redacted], but no response.

I got a call from Marketing to find out if I was satisfied with the service and I told them what was going on at that time. I asked them to have [redacted] or [redacted] call me back.

Finally [redacted] replied and told me that she got personal problems and that is why did not answer. She also said that she only have one message and I stated that I called her 5 times. I do not know if she was mocking me. ( who leaves the same message 5 times?).

I asked her to communicate in writing the status since I wanted them to honor the rate that they gave me. I did send [redacted] copies of my passport and my wife answered the survey.

I waited a few weeks and I called [redacted] who was not friendly and basically told me to wait for underwriting.

A few days later underwriting sent me a letter saying that I did not summited any documents and they were going to cancel my insurance. Since I was tired of the games of AAA insurance, I called one of the competitors and they gave me a quote.

I called AAA as well to basically tell to let the policy get cancel. The agent was very apologetic and asked me to hold on the phone. She attempted to called [redacted] and [redacted].

Guess what?

THEY DID NOT ANSWER!!!!!

The agent apologized again and told that that if I wanted to end the insurance I need to write a letter, to what I replied :

"You want to cancel my insurance and I do not want to be insure by your company"

After filling up the paperwork my new insurance told me that the VIN numbers did not matched, they quickly fixed the issue.

A few weeks after the cancelation AAA contacted me, ,asking me to pay one more month of insurance.

I think AAA has all the information that they need to conclude that they make a BIG mistake.

They try to cheat me

They were insuring another car with different VIN number

They do not answer calls

They asked for paper work that I already submitted

They did not try to settle the issue.

They wasted my precious time with collection letterDesired Settlement: Since AAA did not provide the service that I paid for I want a full refund of my payment and I want to cancel the roadside assistance

That is $380.64.

I do not want to be bother by them EVER

I have emails and dates and I will take AAA to small claims if they do not refund me.

Business

Response:

In your inquiry, you indicated the premium of the above-referenced automobile insurance policy increased from the amount originally quoted. In addition, you disputed the balance remaining following the cancellation of your auto insurance policy and requested the cancellation of your membership. Our research reveals the following information. According to our records, you were assisted by Ms [redacted], Sales Agent and your automobile insurance policy [redacted] was effective March 27, 2014. As part of our underwriting review process, it was determined that you had not provided the required signed documentation. Our underwriting department provided you the required notification and your automobile insurance policy was cancelled effective May 21, 2014. Prior to cancellation the premium of your auto insurance policy was increased due to lack of required proof of continuous prior insurance coverage or evidence of no need for insurance. The $189.36 balance represents the remaining premium owed for the time your policy was in force. If you have obtained coverage elsewhere prior to May 21, 2014 we would require documentation from you to backdate the cancellation date of [redacted]. In accordance with your request, we have cancelled your above-referenced membership number and $52 will be refunded to you shortly. This represents the entire amount paid for your new membership purchase. Please accept our apology for any inconvenience you experienced. Mr. [redacted], Insurance Business Manager left messages for you at the telephone number we have on file on July 16, 2014 and again on July 17, 2014 to address your concerns. Should you have questions regarding this matter, feel free to contact Mr. [redacted] directly at (469) 221-7555.

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.

AAA is ignoring the facts:

- AAA provided a sub-optimal service to someone that is divorce and has a different VIN number.

This is part of my message:

"[redacted],

When I got the letter from AAA on a Friday 11th and you were gone by time I open it (8 PM)

I called AAA on Saturday 12th and the agent told me that my insurance was around $3700 when I asked why he mention the letter.

He told me I was insure and I can call on Monday for clarification.

................ I called several times and did not leave a message. I remember when I called you the first time it was easy to get a hold of you.............. I decided to leave a message, but no response.

Then the AAA survey called me a couple of days ago and I asked them to have someone call me but nothing.

In any case I think email is a prefer option so I can have on writting the details. Please let me know how much I am paying per month and per year.

......................... I also asked my wife to fill out the link online and she told me she did. However in the papers AAA sent me says "divorce"...............

[redacted]'s response

[redacted],

My apologies I have been out of the office dealing with family issues, however I did receive (one) voice mail from you in regards to the fair credit act notice. That notice is a letter we are required by law to send to every insured who receives a quote from us. This letter does not mean we have any discretion over price and we can change it if we feel like it. It is just a statement. The price I gave you was the lowest price I could give you, it also will not change based upon that letter. The price I gave you was the final price. I still have yet to receive your passport information as well which in turn if not received you may be contacted in regards to your policy. I will be in the office until 4pm today if you would like to further discuss this please feel free to call me.

-The documents were signed and I sent a copy of my passport to [redacted] as you can see in the email bellow

May 1st

[redacted]: I reduced the size of the PDF and I separate the old quote. It seems like it works now.

Could you send me the details of my insurances ( monthly payment, annual payment....etc)

Regards

May 2nd

[redacted], did you get my email with the passport and old quote?

When can I get the revise price?

May 3rd

No response..... I called [redacted] and she indicated that I need to wait for underwritting to update the quote

A few days later underwitting indicated that they did not have the documents and they were going to cancel the policy

- I am actually disputing the payment of the insurance since you have a completely different person ( divorce and with another VIN number)

I should not pay for a suboptimal service provided to someone else.

- Your reseach is incomplete. You should get all the emails from [redacted], Your customer service agent ( that could not get a hold of [redacted] and [redacted]) and your marketing survey person

- Regarding the policy increase please refer to the email that [redacted] sent. I was quoted a price and they increased almost the double. I was asked to submit documents and I did. Then AAA treated me to cancel the policy.

I really do not like to do business that treat me in that way. It is obvious that the courtesy, friendliness and fairness from AAA California does not exist in Texas.

- The $189.36 balance should be pay by the person with that VIN number not me.

- I have a letter from AAA saying that you will stop coverage on that date.When I spoke with your customer service rep she indicated that I have to do a cacelation letter.

As I told her I really do not need to do anything you are canceling the insurance.

You do not want my business and I do not want your suboptimal service.

- There are no messages from Mr [redacted] and I do not need to discuss anything with him. AAA cancel the policy and I am happy with my current insurance.

As I indicated [redacted] any comunication should be on writting.

Please refund the $380.60 that I paid or I will resort to other measurements to collect my money

Review: January 13, 2016 I contacted AAA to get a jump because my car wouldn't start. The driver from [redacted], tried to jump my battery at least 10 times. After a while my battery started smoking and eventually it stopped working all together. I asked the driver why my car battery was smoking and he state he didn’t know.

At the very end of the tow, the tow truck guy had to give my vehicle an additional jump,

So I could roll up my car windows, once they were finished with the service,

because he damaged my car battery very severely.

I did not have a problem with my windows or battery prior to their service.

I asked the two tow truck drivers to put my car in my assigned carport space. They acquired the assistance from my neighbor, [redacted], to help them put my car into my parking stall due to my vehicle being very heavy.

The tow truck drivers were the only ones who accessed the driver’s side tower panel pillar, in order to manually push my car into my parking space.

My neighbor [redacted], only assisted by pushing my vehicle, from the rear, with the second tow truck driver.

In the process of the tow truck driver manually pushing my car into my space by holding on to the drivers side tower panel, he broke it completely off.

I didn’t notice the tower pillar panel was broken until the later.

The next day when I looked at my car I noticed that the panel was completely broken off and laying on the drivers’ side floor of my car.

I contacted AAA and spoke with their representative [redacted].

[redacted] state that the Owner of [redacted] refused to pay for any of the damages his driver created.

However [redacted] stated he would send me a check for 50% off the costs of repairing these items.

I contacted [redacted] and spoke with [redacted] in the parts department and he stated that a new battery would cost me $106.35 inclusive of tax and a new pillar panel would cost $194.90 inclusive of tax and installation.

A total of $301.25. [redacted] from AAA stated as a courtesy said he would send me a check for $158.00 and take it from [redacted]' Account with them, since they did not want to cooperate.

The remaining difference of $143.25 needs to be paid to me in order to fix the damage to my vehicle caused by [redacted].

I advised [redacted] at AAA that I had purchased my battery from [redacted] and just

recently had my battery checked by them.

The reading their system stated my battery was in good condition. Therefore [redacted] ruined my good car battery and my pillar panel that was in perfect condition.Desired Settlement: I would like the difference of $143.05,that is owed to me, in order to be able to fully repllace my batter, and my driver's side pillar panel.

I have already provide [redacted] from AAA with an estimate of how much a new battery and drivers side pillar panel costs from the dealership.

Business

Response:

Our records indicate that you placed a

call to the Auto Club for Roadside Service on January 10, 2015 for your 2003

Toyota Camry. At that time we dispatched our independent contractor, [redacted] to provide assistance. The service provider reported to the Auto

Club that their technician arrived at your residence and then attempted to

start your vehicle without success. At your direction, two drivers from

[redacted] and a neighbor then pushed your vehicle from a parking location

that was not your designated parking stall to your designated parking stall. As a result, you then

notified the Auto Club of your claim against [redacted] of damage to your

vehicle battery and damage to your car’s left tower pillar panel. It is our

understanding that through your conversations with Mr. [redacted], Contract Station

Supervisor, he assisted you by investigating your claim against [redacted]

since the tow service owner had denied responsibility for your vehicle’s

current condition. Although the claim produced no evidence the damage was

caused by the actions of [redacted], the owner of [redacted] provided

a goodwill offer of $158.00 to settle your complaint and the Auto Club also

provided a $50.00 gift card, for a total resolution of $208.00. On February, 5,

2016 you accepted the resolution for the total amount of $258.00 and you signed

and returned to the Auto Club a Full Settlement Release for the $258.00 amount

of which you have already received $208.00. Enclosed is the check of a courtesy

refund of your membership dues in the amount of $50.00 and a copy of your

signed February 5, 2016 release. Please note we consider the claim closed. [redacted]. is an independent business under contract with the Automobile Club

of Southern California to provide emergency roadside service only. As an

independent contractor, the garage is responsible for its own actions and for

those of its employees. We have attempted to provide a service to you, by

mediating the difference of opinion between you and the contract station. If we may be of further assistance, or should

you have any questions, please feel free to contact Mr. [redacted] at [redacted]

Review: AAA advertised a free $10 gift card for In-N-Out for getting an auto insurance quote from them. I got the quote and mentioned the offer. But I never got my certificate. I have contacted them twice about this by email with no response at all.Desired Settlement: Deliver at least what you advertised: the $10 gift card to In-N-Out. I think I should get two of them for my inconvenience and wasted time.

Business

Response:

Our records indicate on September 14, 2015,

you spoke with our agent, Mr. [redacted], to acquire a quote for an

automobile insurance policy. At that time, upon completing the quotation, Mr.

[redacted] confirmed that you qualified to receive a $10.00 In-N-Out gift card,

which would be processed and mailed out to you within six to eight weeks,

allowing time for process and delivery. Unfortunately, you still have yet to

receive the $10.00 In-N-Out gift card as advertised. Please accept our sincere

apologies for our delay in providing you the gift card. Be assured that we have

taken appropriate action to ensure no further incidents of this nature recur. For

your inconvenience, we are including the overdue promised $10.00 In-N-Out gift

card in addition to a second complimentary $10.00 In-N-Out gift card for your

enjoyment. If you have any other questions or concerns, please contact,

Insurance Business Manager, Mr. [redacted], directly at [redacted].

Consumer

Response:

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

Regards,