Automobile Club of Southern California

Review: I was quoted and signed a contract for an auto insurance policy with a set annual premium. I have signed documents disclosing my annual policy price. After I left the office they adjusted my rate without my knowledge or authorized signature, no one has been able to explain to me why this happened or why my policy was adjusted within minutes of me leaving the office. I also enrolled in auto pay as I was told there would be no processing fee associated when enrolled in auto pay. I later found out I'm being charged 16% interest on my remaining premium balance which was also undisclosed. My monthly payment changes every month and is almost $70 more than I was quoted.Desired Settlement: I would like an immediate adjustment in my premium price to the amount I authorized and signed for. I would also like a refund for any overage charges.

Business

Response:

It is our understanding that you obtained an auto quote from sales agent [redacted] reflecting an annual premium of $966. Since we were unable to verify your current odometer reading at the time, your quote was based on an estimated annual mileage of 7,700. On August 17, 2015, you met with Mr. [redacted] to purchase your auto policy and provide your current odometer reading of 20,937. When processing your application with your current odometer reading, your calculated annual mileage of 15,438 exceeded the mileage range reflected in your quote. [redacted] immediately contacted you advising of this and that your annual premium would increase $120 annually. He obtained your acceptance of the premium increase and adjusted your policy accordingly. We issued a policy declarations page on August 19, 2015, reflecting the adjusted annual mileage and an annual premium of $1,086. You visited our Poway branch again on August 18, 2015, requesting to add comprehensive and collision coverage with a $500 deductible to your policy, increasing your annual premium to $3,278 or a prorated increase of $2,192. We issued an updated policy declarations page on August 19, 2015, to reflect these changes and your new annual premium. On September 21, 2015, you provided us with a new current odometer reading of 22,129. Utilizing your previous odometer reading of 20.937 obtained on August 17, 2015, and your most current odometer, we recalculated your average annual mileage to be 14,304. We adjusted your annual mileage accordingly, generating a prorated premium credit of $129 and decreasing your annual premium $142. We issued an updated policy declarations page on September 23, 2015, reflecting this adjustment effective September 22, 2015. Auto pay is offered as a payment option to our members for all of our products but we do not charge a processing fee for this service. Additionally if a premium is not paid in full for any policy term including first year policies, insured’s have the option to make up to 9 monthly installments in addition to the down payment for first year policy holders. If choosing the monthly installment option, finance charges do apply on the unpaid balance starting with the second billing. This is outlined in our insurance information packet provided to you with your insurance application. [redacted], Insurance Business Manager in our Poway branch, advised that he spoke to you on December 9, 2015, to address your concerns. You requested to cancel your policy but advised that you did not have insurance in force with another carrier. He informed you of our short rate cancellation fee if you request to cancel your policy or if your policy cancels for non-payment any time during the first policy period. This information is provided to you on page 2 of your policy application as well as in our insurance information packet. As a result, we did not cancel your policy at that time. Please accept our apologies for the difficulties you have experienced. If you have any questions or concerns, please contact [redacted], Business Development Manager, directly at 760-[redacted].

Review: Recently I relocated from Iowa to San Diego and had a very unpleasant experience of auto insurance with AAA Southern California (AAA-SC).

(1) We have two cars (Toyota and Mini) with auto insurance policy from AAA Iowa (AAA-IA). On 7/30/2015 I drove one car - the Toyota to San Diego. At that time the Mini stayed in Iowa and it would be transported to San Diego with my family in later August.

(2) On 8/8/2015 I went to AAA office at Del Mar District Office and consulted for the insurance changes due to moving. I was given INCORRECT information that I must change insurance for my Toyota right away (later DMV told me it is not necessary since my title transfer application is incomplete due to missing spouse's signiture). I asked he quoted "liability only" and was given a total of $680/year to have purchased.

(3) On 8/26/2015 I received a billing statement with $750 instead of $680. Moreover, I found the representative did not correctly quote "liability only" per my request, instead he kept comprehensive coverage ($77/year).

(4) On 8/29/2015 I purchased a new policy for my two cars from another company. On the same day I called 800-924-6141 and requested to cancel this policy. I requested for waiving the 11% early termination fee since I was given misleading information causing the issue. The supervisor [redacted] told me a manger would contact me later to solve the issue and my cancellation date would be kept as 8/29/2015. But that never happen.

(5) On 9/2/2015 I called AAA-SC again. This time the representative processed my policy cancellation and confirmed the effective date would be 8/29/2015. He also said there was no early termination fee.

(6) On 9/8/2015 I received refund from AAA-SC but the refund was only $8. I was not only charged for the 11% early termination fee, but also for the extra 5 days due to incorrect cancellation date which was set as 9/3/2015.Desired Settlement: Given all these hassles and the considerable amount of time I had spent to try to solve this issue by calling AAA-SC, I decided to file this complaint in writing and request a correct refund by (a) waiving the 11% early termination fee; (b) correcting the cancellation effective date to be 8/29/2015; (3) calculating refund based on the annual premium $680. FYI, here is the correct amount of refund based on my calculation: $136 - 21/365 * $680 = $96.88.

Business

Response:

It is our understanding that you visited our Del Mar branch on August 8, 2105, to transfer your vehicle titles and purchase insurance due to relocating to San Diego. Since your wife and one of your vehicles were still in Iowa at that time, you were unable to complete the title transfer for your 2011 Toyota Sienna. You met with sales agent Nathan Bratlien and purchased an auto policy for your 2011 Toyota [redacted] leaving your second vehicle on your AAA Iowa policy until your wife arrived in San Diego. You were quoted an original annual premium of $680 but when you received your billing statement, it reflected an annual premium of $750. On August 29, you purchased an auto policy for both your vehicles with another carrier calling our member service center requesting to cancel your policy and to waive the short-rate fee. You were advised that your policy would be cancelled effective August 29, and a manager would contact you to address your request to waive the short-rate fee. Since you did not receive a returned call, you called again on September 2, and were advised your cancellation would be processed effective August 29, and no short rate fee would be applied. On September 8, you received a refund in the amount of $8 and documentation stating your policy was cancelled with an effective date of September 3, 2015. [redacted], Insurance Business Manager in our Del Mar branch, advised that he contacted you in September to address your concerns. He advised that the $70 premium discrepancy was the result of the removal of the professional discount due to not receiving the required documentation. Additionally, he advised that your signed auto application reflected comprehensive coverage and explains our short rate cancellation policy. Documented policy notes reference your knowledge of the premium increase and that the short-rate fee was discussed. [redacted] informed you that under the circumstances, we are not able to waive the short-rate fee. He offered to provide you with a quote to bring your policy up-to-date but you declined. [redacted] sent a request to our underwriting department today advising to backdate the cancellation of your policy to August 29, 2015. If this change generates a credit to you, an additional refund check will be mailed. Please accept our apologies for the issues you encountered with your auto insurance policy. We are sorry we were unable to provide for your insurance needs at this time. If you have any questions or concerns, please contact [redacted], Business Development Manager, at 760-[redacted]

Review: AAA in Southern California, quoted me $79.99 for auto insurance a month. Then they raised it to $120 a month, then they raised it to $130 a month, and then they applied a service charge without my knowledge and debited my account. I have been on the phone and through email for the last few weeks trying to resolve their misquoting of insurance rates, and basic lies regarding service fees, and they will not correct the issue for futer billing or past refund of erroneous charges.Desired Settlement: AAA will refund me for overcharges, and quickly refund me for auto insurance pre payments because I must find a new insurance co now, and apologize for what I consider fraud - the misquoting of pricing and absolute denial of any wrong doing.

Business

Response:

It

is our understanding that on December 20, 2014 you purchased a new automobile policy

for yourself. At the time the policy was written, our agent did not properly

rate your out-of-state driving record. Due to this incorrect rating, your premium

increased $423 and again you were later billed an additional premium amount of

$153.00, due to the alumni discount not being provided in time. [redacted],

Business Manager, has spoken with you regarding this increased premium. He advised

that he has agreed to waive the finance charge and the short rate fee for

canceling of your policy. However, he did advise you that the additional

premium to cover the misquote will not be waived. Please allow us to assure you

that it was never our agent’s intention to mislead you in any way. Unfortunately,

she made an honest mistake when originally rating your policy. We do appreciate

you bringing this issue to our attention as it allows us to review our internal

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

or need assistance with any other matters, please contact [redacted],

Regional Manager, at [redacted].

Review: I am cancelling my insurance and requesting a full refund of my deposit due to the offensive and rude service I received by AAA Auto Insurance agent [redacted] at the Rancho Cucamonga Branch. I received rate online for AAA auto insurance and immediately received an eager call from acting insurance agent (Mr. [redacted]) in the area. You would think that was a good thing, but it was a sign of a hungry insurance agent meeting his insurance quota for the day. I proceeded with signing the policy and payment for the initial deposit. Mr. [redacted] was very eager to receive payment for the deposit over the phone which I decided to do. But after receiving the deposit payment, his actions there-of, were un-responsive and un-open. Mr. [redacted] never explained that I needed to provide required information or documents. At our second meeting, he asked if I had my previous auto insurance info, which I did not because he didnt informed me of these documents. He immediately insisted that he would come by my home at 9:30am to inspect my car since I didnt provide my insurance info. At that moment I felt unsettled, but still agreed anyway. The following before 9:30am, my husband made three to four calls throughout the day to [redacted], leaving messages that he(my husband) would be available to provide my insurance card at his office and if Mr. [redacted] can return his call to confirm. My husband received no return calls from Mr. [redacted]. We had been eager and willing to provide the insurance info he requested and thought that Mr. [redacted] would definitely call back the next day after the many messages that my husband had left requesting a confirmation. Still NO calls. Two days later, at 6:47PM, I receive an very blunt & offensive email from Mr. [redacted] stating that he will be cancelling my policy because I did not provide him insurance information and that he would not be in his office the following day. My husband and I were appalled and irate after reading his email. Mr. [redacted] actions were totally unprofessional and rude. We have been more than willing and proactive to provide him the insurance info. NO return calls, an email sent after hours and notification that he would not be available the following day clearly shows complete avoidance and incompetence. I made attempts to contact his manager, [redacted], but he was unavailable for several days. After finally meeting with Mr. [redacted], and explaining the issue, it was apparent that he did not grasp the severity of the situation and how wrongful I was treated. It has been only 13-days since signing with AAA and I feel unsafe knowing that I have provided my personal information to Mr. [redacted] and he knows my home address. I am requesting that my policy be cancelled immediately and that I be refunded my full deposit due to the offensive and rude service I received by [redacted]-Insurance Agent.

Product_Or_Service: auto insuranceDesired Settlement: DesiredSettlementID: Refund

It has been only 13-days since signing with AAA and I feel unsafe knowing that I have provided my personal information to Mr. [redacted] and he knows my home address. I am requesting that my policy be cancelled immediately and that I be refunded my full deposit(which includes $2.50 fee) of $103 due to the mishandled,offensive and rude service I received by [redacted]-Insurance Agent.

Business

Response:

We understand you requested a quote for auto insurance online and an agent from the

Review: my rental property at [redacted] California has been assured by AAA for over two years. The policy was first written under my name [redacted]. A year later I transferred it to my mother-in-law who purchased the property and it took six months and a lot of phone calls and a lot of hassle to get AAA to do something as simple as a name change just because theycould not coordinate getting pictures taken of the property. My mother-in-law has since passed. We are now putting the property back in my name. I explained the problems I had before to the sales agent [redacted]. He assured me this would be taking care of in a timely manner.we are now approximately four months into this process again. Quoting [redacted] and [redacted] manager, "there is an internal battle between underwriting and salesforce"I thought I left this in the capable hands of [redacted]. Three weeks into the process I get a letter from [redacted] in underwritingI feel that [redacted] have personally taken upon herself to mess up my accountafter our heated conversation. stating that they would cancel my policy for lack pictures. At this point obviously the situation[redacted] is not being taken care of I call [redacted]. After a long conversation [redacted] manager assured me he would take ownership of this and get this taken care of.just to point out that I have initiated all these phone calls. I have never gotten a return phone call or follow up phone call regarding the situation. Two more weeks passed and I did not receive a phone call back whether the pictures were taken or not. AAA customer service stated that the pictures were reviewed one week priorand determination was made that they would not rewrite the policy. They referenced a block foundation and a wood shingle roof on the garage (which is no different than two years ago,) The bottom line is there is no follow up with this. Out of desperation I agreed to use their secondary insurance market to ensure my house. I was promised a phone call back two days ago. And still nothing.they have gone from a wonderful service oriented company to an absolute nightmare.Desired Settlement: I want one person within this company to take ownership of the situation and follow through till it send without me having to wait and then call back when nothing happens. I should not haveto chase my insurance company to write new policies. I should not have to be involved in the internal struggles between sales and administration. I should not have to deal with personal attitudes and issues.because of the discounts I am given for being with them for over 10 years. It is an economical for me to go to another insurance company at this point.

Business

Response:

We extend our apologies for the frustration you experienced when you recently contacted our Victorville branch. We understand you contacted the Victorville branch to inquire about insuring your rental property in Needles. Per our underwriting guidelines, a photo inspection is now required when any policy is written. It is our understanding that once the inspection was done it was discovered that your property in Needles no longer qualifies for coverage. We understand you have spoken to Michael Beserra, our Insurance Business Manager in Victorville, and he has explained the reasons your rental property does not qualify for coverage. We also apologize for the lack of communication between the underwriting department and you. This is not providing you with the legendary service we strive to attain. If you have any questions or concerns please contact [redacted] directly at 951-637-8586.

Review: It is in regards to my home owners insurance policy [redacted]. They have stated I have a nonpayment of premuim for my insurance, but my bank has informed them that the payment was sent back on May 28th and cashed by AAA on June 3rd. They have the check number, address it was sent and have spoken with my bank. They asked for a copy of the check from the bank but are now saying they still have not received. I have called AAA numerous times to get status and see if we can resolve this issue. I spoke with a [redacted] on July 11th and she said she got approval from her supervisor, [redacted] and that they would make sure my premuim would not lapse and extend the policy. That following week [redacted] gave me a phone call to assure me everything was good with my policy. By the end of that same week I received another letter stating my policy was canceled. I tried to reach [redacted] repeatedly with no repsonses. I even left her a message saying I woudl file a complaint with the Revdex.com and that my husband, an attorney, is looking into filing a lawsuit for negligent business practices. I did get a hold of [redacted] in the Texas office (Ph: 469-221-8290) who assured me he would talk to accounting and Adrian and get this worked out. He left me a follow up phone call last Friday saying he was working on it. For the past week, no response from him. I left him a message two days ago requesting a written email stating status of my policy and what was being done, no response.Desired Settlement: I would like written confirmation that my home policy has been paid in full for the year. I also would like them to adjust my car insurance quote they just sent me to include the multi policy discount since I currently have home owners and car insurance through them.

Business

Response:

A review of our records reflects that on May 2, 2014, we mailed you the renewal offer of your condominium insurance policy effective June 22, 2014, at an annual premium of $652.00. On June 29, 2014, when we did not receive your renewal payment, we mailed you a notice of termination for non-payment of premium due. On July 7, 2014, you spoke to our representative regarding the non-renewal of the policy. You informed us the policy was set up as an impound account and the payment was to have been sent by your mortgagee. We advised you to contact your mortgagee as we had not received a payment for the renewal of your policy. On July 10, 2014, you spoke to our representative having contacted your mortgagee and inquired if we had received a fax of the front and back of the check from your mortgagee. While you provided us the check number, date of mailing and the date the payment was deposited, we were unable to verify our receipt of the payment for your policy, nor locate a fax from your mortgagee to our Accounting Department. We understand you spoke to several representatives and supervisors regarding your concern. However, as our staff previously informed you, we require a copy of the check from your mortgagee to further address your concern. On August 11, 2014, we received a copy of the check stub sent by your mortgagee. This check stub allowed us to locate your payment which we discovered, had been applied to another policy in error. Please accept our apologies for the error. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. If you have any questions, please contact [redacted] at (714) 850-8175.

Review: AAA has refused to follow Texas laws, and completely ignored my cancellation letter that has been mailed and fax to the company 7 times. Instead I receive rude, threatening phone calls, and when I tell them I record the conversation just as they do, they get even more rude and hang up.I cancelled my insurance with AAA 14 months ago, but AAA has refused to follow standard laws and procedures in Texas. They continue to mail letters where they make up charges, and add policies I never had. They claim I wanted their insurance, but yet 14 months later, they still refuse to provide a copy of the claimed policy with my signature, which is simply because it does not exist because I never signed a renewal policy with them. I never signed anything. It is all created without proof. Instead AAA has now contacted a company called AWA who has increased the threatening harassment by phone. Today I got a call with threats of them purposely going to destroy my name, and my credit history if I don't pay what they demand. When they told me they were recording the call, I informed them I did the same. Once again, the person got very rude and hung up.Desired Settlement: AAA simply needs to respect Texas Law, and my cancellation letter dated May 2, 2013. They need to stop harassing my family and I. They need to stop AWA , letting them know to stop contacting me in any way possible. AAA needs to contact ALL bureaus to notify them, that NOTHING is to be reported on my name. Written proof of all of the settlement requirements need to be submitted in writing to my family and I.

Business

Response:

Your correspondence states you submitted cancellation requests on numerous occasions. Our records do not indicate receiving these requests, so no cancellation was ever processed. This policy was set to renew on May 18, 2013, and we were in verbal contact with you by phone May 20, 2013 in regards to the odometer readings needed to complete renewal. You called our Policy Management Group (PMG) and provided the odometers needed and advised you would call back and pay the renewal on the coming Friday. Your account was set up for automatic debit per your agreement since inception of your policy and thus was continued by this process into the next term. Payments needed to continue coverage were not being honored by your bank, so AAA Texas County Mutual cancelled this policy for non payment. This generated earned premium for coverage from May 18, 2013 until June 9, 2013. We have offered to accept proof of your coverage elsewhere to adjust this balance but you have declined. In an effort to resolve this matter, we have approved a customer accommodation in the amount of $272 and also close the collections efforts with AWA Collections. Please contact [redacted] at ###-###-#### with any questions.

Consumer

Response:

I accept the business's response to resolve this complaint under certain conditions;

I have reviewed the response made by the business in reference to complaint ID [redacted], and read their response as AAA will finally accept my cancellation letter from May 2013 and immediately close the account and void their claim in the amount of $272. Furthermore AAA has now in writing confirmed that AWA will be forced to stop harassing my family and I, and IMMEDIATELY notify ALL credit bureaus to remove their comments on my name. It was confirmed today 7-21-2014 by credit bureaus that AWA and AAA still has not removed their comments on my credit reports, therefore still not in compliance with their response to Revdex.com dated 7-17-2014.

I appreciate AAA finally honoring my cancellation letter 14 months later, but the response is not at all in line with the truth. If I don't receive confirmation from ALL credit bureaus immediately that AAA and AWA has cleared my name, the case against AAA and AWA will unfortunately continue. I look forward to written confirmation from AAA , AWA and credit bureaus that the promise of clearing my name and record will be handled immediately.

On a final note, several things in the statement is incorrect, and as

stated I recorded all conversations I was part of to make sure I could

document what was said, and in this case what was NOT said. I never

committed to a renewal which my cancellation letter clearly confirms. I

have fax receipt and email receipt verifying that AAA received this

cancellation letter 7 times. When cancellation letter was submitted,

automatically no payments required, therefore there was no agreement

for automatic debit.

Sincerely,

Consumer

Response:

I noticed that your office has closed my case even though I did not accept the response fully from AAA.

Review: March 2013 thru January 2014, AAA Automobile Club of Southern California has had consistent billing errors and mistakes all year long, wrong name for primary, I paid the membership charge for year 2013 thru 2014, every month from March 2013 thru January 2014, AAA Automobile Club has consistently harassed me with errors and "Contract Issues" I need to correct these errors I have also sent a complaint to Califonia Department of Insurance the Insurance commissionerDesired Settlement: has a courtesy the AAA Automobile Club Should credit me for one free year of membership, because of the consistent errors this insurance company has made on my roadside assistance membership.

Business

Response:

Your membership [redacted] with Automobile Club of Southern California expired on 5-11-2013 due to non-payment. Your membership [redacted] with AAA Texas was processed on 6-05-2013 as a free courtesy transfer account and dues were not collected. We have reviewed your membership history and an exception has been made to waive your AAA Texas membership dues for $160.00 since our agent processed the membership incorrectly. Your membership has been updated to reflect that membership [redacted] is valid from 6-05-2013 through 5-31-2014. If you have any questions, please contact [redacted] at 714-850-4048.

Review: I dispute the validity of this debt, I request the validation of this debt, this $52 dollar debt does not belong to me, I request all billing statements belonging to this $52 what is this debt for, I am requesting all principal balance, all collection costs assessed, all interest regarding this $52 dollars be sent to me, I never ever received a billing statement sent to me, I demand that this debt be offically disputed, this debt does not belong to me, I have reported this situation and made a official complaints with the California Insurance Commissioner, Arizona Attorney General, California Office of the Attorney General, I have also made a official complaint with Federal Trade CommissionDesired Settlement: This debt does not belong to me I demand a letter stating this debt does not belong to me, I look forward to hearing from your company withing the next 10 business days

Consumer

Response:

Attn: [redacted], Revdex.com

Review: I purchase a membership at the [redacted] location dated 01\17/2015. I was advised upon purchase that. Could add a friend for free as a special promotional offer, I provided my friends name and address and my [redacted] and address. I was told that the membership card would arrive within 10 days. At time of purchase I paid$63.50 in cash, I advised the rep that the extra membership would be given to my friend as a birthday gift. I also advised that I was going out of town for my birthday and having the card would provided additional safety.

After waiting three weeks I notices that my card hadn't arrived so I called the number on my receipt and left a voicemail for the rep that helped me. Due to not receiving a returned call I called customer service, I waited on line for about 10 minutes in between getting transferred to several departments. After waiting a total of 40 minutes I was advised that I am the onl person on the membership and that no cards were mailed out. To add too, I was told that I had to return back to the location to have the issue resolved. At this point I am unable to go to the location because I have no time off.Desired Settlement: I am requesting a full credit and a free upgraded membership for a year. I am also requesting that both cards be mailed out overnight ASAP.

Business

Response:

We greatly

value our members and want to thank you for joining our membership program. We

also want to take this opportunity to extend our apologies for the frustration

you experienced with the membership staff in our [redacted] branch. It is

our understanding you opened your new membership on January 17, 2015. At that

time you requested a friend be added to the membership, which was to be given

as a gift, and you never received your membership cards. When you realized you

had not received your cards in the mail, you attempted to reach the individual

who opened your membership and did not receive a return phone call. [redacted], Business Manager, has left several messages for you regarding your

concerns and has not received a return call. He also confirmed that he will

personally provide additional coaching to the employees to ensure these service

failures are rectified. If you should have any questions or concerns, please contact

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with this resolution for your offices tried to contact me aftrer the complaint was filed in attempt to cover up your error. As stated before, I was offered two memberships for the price of one. I reached out to the representative that helped me and your call center several times before sending this complaint. My dear friend received her membership card almost two months after the date of purchase. I requested to be upgraded for the inconvenience but instead of answering my request I received this notice you provided to Revdex.com as if you did me a favor. I have [redacted] roadside assistance and really didn't need AAA auto. This service is by far the worst I have experience, and I would appreciate it if my account would be upgraded for time wasted. Please reply to this email only.

Regards,

Review: Have been misled or incorrectly given information by this company on 2 major occasions. First is when I added a driver to my insurance policy. Was told it was going to be a certain price to do so. I then canceled that person's other insurance and enrolled them on mine. Was then told, after the fact, that that person had items on their driving record which would disqualify them from a discount and raise the cost of the policy. Complained and went to supervisor at that time and issue was not resolved, just received a meaningless and distasteful apology. Then, most recently, was told that said person's infractions would be dropping off January of 2016 and when my policy was renewed in April of 2016 the discount would be applied to them. Now, as I get my renewal I see it was not. I then called into the company to get this applied and was told the "chargeable time" was 3 years of the original infraction which would mean we were not getting this additional discount. Again, reached a somewhat rude supervisor that repeated what the (this time knowledgeable) previous agent told me. I let them know I comprehended the situation and what I was told, but was told something incorrect previously. The supervisor acknowledged I was told something incorrect and stated there was nothing she could do accept offer me an apology. I feel at this time, there is no recourse for their actions. A company should not be allowed to give incorrect information on different occasions, and only be able to provide an apology. All I want at this time is what I was told I was going to get on the 2 previous occasions.Desired Settlement: Provide desired discount on policy as promised on both previous occasions.

Business

Response:

To address your

concerns, please understand, all automobile insurance policies are rated in

strict compliance with our current rating plan filed with the California

Department of Insurance (CDI). We cannot implement a rating plan or make

modifications to it without first obtaining the approval of the CDI. That is,

we must apply it in a fair and equitable manner to all insureds and charge the

exact premium calculated in compliance with our plan. The California Insurance

Code directs that our rating plan must take into consideration three mandatory

rating factors that are responsible for a substantial portion of the premium

total. These factors are the drivers’ Motor Vehicle Record (MVR) for the past

three years, the number of miles the insured vehicle is driven annually and the

driver’s number of years of driving experience. A review of our records

reflects that on June 15, 2015, you spoke to our representative and requested a

quote to add a 2012 Chevy Cruze and your wife [redacted] to the policy. Our

representative informed you that as [redacted] had no activity on her MVR, and as she

had no chargeable accidents, the change would result in a prorated addition of

$650.00 and a new annual premium of $2,374.00. On June 19, 2015, you called for

an update on the changes you requested on June 15, 2015. In a review of the

amendment our representative explained the reason for the delay was due to the

incorrect information you were provided by the prior representative regarding

the addition of [redacted] to the policy. He explained that we found [redacted] had

activity on her MVR, and that because of the activity her addition to the

policy resulted in a new prorated premium increase of $1,433.00 and a new

annual premium of $3,324.00. He further explained that we required your

acceptance of the new annual premium prior to completing the change. With your

approval, we completed the amendment to add [redacted] and the 2012 Chevy to the

policy. On June 20, 2015, you spoke to our representative regarding two items;

the first was to confirm that your lienholder was listed on the policy; the

second was to find out when the chargeable citation for [redacted] would be

removed. Our records indicated that we informed you that, there was a

lienholder listed on the policy for the 2012 Chevy Cruze, and that [redacted]’s

citation would be chargeable for 3 years. However, our representative should

have additionally explained that the activity on her MVR would be chargeable

for the entire policy period if at the time of the policy’s renewal the

activity remained valid. As a result, when your renewal for April 12, 2015 was

offered, [redacted]’s suspension and infraction remained chargeable. On March 10,

2016, you spoke to our representative regarding [redacted] not receiving the Good

Driver Discount (GDD). Our representative explained that the GDD is applied

when a driver has had no chargeable citations or at-fault accidents and has

been continuously licensed for the past 3 years. In a review of [redacted]’s MVR, we

confirmed that her license was reinstated on May 23, 2013. As such, when we

offered the renewal of the policy, [redacted] did not have 3 consecutive years of

having been licensed and thus, did not qualify to receive the GDD. Please accept our apologies for our failure

to properly explain how [redacted]’s activity on her MVR would remain chargeable. Be

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

conducting business. While we confirmed the information provided by our

representative was less than comprehensive, unfortunately, we are unable to

disregard the chargeable suspension on her MVR. If you have any questions, please contact [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.

At this point I understand the business either will not or cannot offer a reasonable resolution. This in no way satisfies my complaint. The business did admit incorrect information given to me when adding my wife, which resulted in her canceling her other policy based on the admitted incorrect info given. They state with my original authorization they proceeded with the addition of my wife after the fact. Problem is, once she canceled her other policy based on said incorrect information I had no choice but to continue at that time. It wasn't much of a "choice" as they stated. I also feel they kept us bated or strung along by providing even more mis information on dates regarding the violations being dropped from my wife's record. As they have determined they cannot offer me anything other than an apology after multiple mishaps, misinformation, and rude on phone representatives, I would not consider this a happy ending or satisfactory ending to this dispute.

Regards,

Business

Response:

Unfortunately, we are unable to disregard the chargeable

suspension on her MVR for [redacted]. All automobile insurance policies are rated in

strict compliance with our current rating plan filed with the California

Department of Insurance (CDI). We cannot implement a rating plan or make

modifications to it without first obtaining the approval of the CDI. That is,

we must apply it in a fair and equitable manner to all insureds and charge the

exact premium calculated in compliance with our plan. The California Insurance

Code directs that our rating plan must take into consideration three mandatory

rating factors that are responsible for a substantial portion of the premium

total. These factors are the drivers’ Motor Vehicle Record (MVR) for the past

three years, the number of miles the insured vehicle is driven annually and the

driver’s number of years of driving experience. On March 10, 2016, you spoke to

our representative regarding [redacted] not receiving the Good Driver Discount (GDD).

Our representative explained that the GDD is applied when a driver has had no

chargeable citations or at-fault accidents and has been continuously licensed

for the past 3 years. In a review of [redacted]’s MVR, we confirmed that her license

was reinstated on May 23, 2013. As such, when we offered the renewal of the

policy, [redacted] did not have 3 consecutive years of having been licensed and thus,

did not qualify to receive the GDD. If

you have any questions, we encourage you to please contact [redacted]

Review: I had purchased AAA renter's insurance on 8/28/15 and paid $150 with agent [redacted] (Costa Mesa branch). However, I never signed the forms because upon calling a different branch on 8/31/2015, they quoted me $63 for a higher deductible. I agreed to switch and the AAA agent [redacted] told me that I would be receiving a refund check of $87 in the mail. I also have an e-mail from agent Niandra Hooks who stated I should receive a $90 refund. I then received a letter stating that my deductible was changed to $250 and I would be refunded $65, changes which I neither authorized nor agreed to. I called back on 9/23/215, and they said I would receive a check for $25 and my deductible would be changed to $1000. It's been 6 weeks now and I haven't received either check. Each time I call, I get a different story. Frustrated, I cancelled my AAA renter's insurance and asked for a full refund on 10/14/15. I spoke with agent [redacted], who stated that the $65 check was re-issued on 10/7/15 and the $25 check was issued on 9/28/15; both going to my apartment address. I specifically asked for the $57 check to go to my home address. I called on 10/17/15, and agent [redacted] told me the $57 check was mailed to my apartment address and the $65 check went to my home address, exactly the opposite of what I requested. I told her all checks were to be sent to my home address. AAA has been irresponsible, unprofessional, and outright dishonest while withholding my refund. I'm disappointed in the way this was handled with no apologies. Its almost as if they are trying to delay the refund as much as possible.Desired Settlement: I would like to request an immediate full refund of $150 plus $30 for delayed payment of refund and time spent resolving this issue. The remittance should be placed back on my credit card or check delivered to my home address via FedEx or UPS with signature delivery to ensure that it was not lost or mis-delivered.

Business

Response:

We extend our apologies for the frustration you have experienced while attempting to receive your refund with your homeowner policy. We understand that you have contacted us several times regarding this matter. [redacted], Insurance Business Manager in our Anaheim branch advised that he has spoken with you regarding your concerns and inquiries specific to your refund. It is our understanding your pro-rated refund has been mailed to you at the address listed above, per your request. As you know you will be receiving three refund checks totaling $147.00. If you have any questions or concerns, please contact [redacted], Regional Manager directly at 714-[redacted]

Review: I canceled my insurance with AAA on July 11, 2014 and was quoted by the insurance rep at there Lancaster, CA office that I will be receiving a refund of 410 dollars. I received a check in the mail for the amount of 344.69. I was shorted 66 dollars when I was told and shown by the rep that I will be receiving 410 dollars. Why is the amount I received different then what I was told?Desired Settlement: I would like the 66 dollars that was owed to me that was quoted by one of your representatives. I canceled in person on July 11th and if your system did not calculate until a later date, that is not my problem. I have had nothing but problems with your company recently and would happily like to part ways on good terms.

Business

Response:

We would like to begin by extending our apologies for the frustration you experienced after recently canceling your auto insurance policy. It is our understanding that when you visited the

Review: Dear Sirs,I used to have CAR insurance for me and for my wife with Mercury. on Feb 19 2014 I went to AAA and became a member and they offered me Car insurance for my 2 cars... we ( me and my wife) signed all docs. Provided all the required info and paid for new cars policies.. we left their office with proof of insurance ( as we switched from Mercury) in hands... we drove the cars as usual and we were told to go ahead and cancel our existing policy with Mercury. however, after couple days we received an email from AAA asking me to exclude my wife as AAA Refused to insure her without offering us another plan/premium although she has a valid CA DL. As AAA refused to insure my wife , we did not have a car insurance and we were driving our cars without insurance without knowing that. I was terrified as she might loose her Job, cannot take the kids and I could not leave work to take my family anywhere. I took a vacation (so did my wife) and went to mercury to ask them to take me back... they did but I had to start a new policy (i lost my discount privilege). I was so mad and sad but I decided to let it go until I received a letter from AAA telling me that my policy was canceled because I ASKED them to CANCEL it ... I called and filed a complain and asked them to send me an official letter to tell the truth and let me know why they rejected my wife and why they canceled the policy... they ignored my request ... I called again after a week and ask again but they said I have to send a letter asking their underwriters for the reason.I have everything documented. furthermore, their agent offer me to put her back once the underwriter approved my policy.we lost our policy with mercury, we were terrified that my wife could loose her job cause she cannot drive there .and we were exposed to unlimited damage if an accident took a place.Desired Settlement: I need an explanation and the right compensation for everything they put caused/put me through.I count on you to know what happen and why. I trust your judgment. Thank you

Business

Response:

Complainant spoke with insurance agent that explained we requested an exclusion of designated driver as she sis not have enough driving experience. Complainant obtained insurance with his prior carrier.

Consumer

Response:

Dear Revdex.com,

Review: I called AAA and explained to [redacted] at ext [redacted] that I locked my key in the trunk of my vehicle at Smart & Final and my cell phone is in the vehicle, that I was using a cell phone that a customer allowed me to use to call AAA. [redacted] stated no problem we can help you. I advise I did not have a membership, would they still be able to assistance, he replied, of course. He asked if I had a credit card, took my information and card number, advise me that I would be charge $62.50, if I signed up for renewing payment each year, I replied, Yes. [redacted] then connected me to another individual, roadside assistance, she asked for the address of where I was and the make and model of my vehicle. I provide the address of my physical location and advise her that I have a 2009 [redacted] I also reminded her that I do not have my cell, the number I am calling is not mine, my cell phone is locked in the vehicle. She replied I made a note of this, I stated to her, please do not have him call me, because my cell is locked in the car. She replied I understand, and my last words to the representative was "he is not going to forgot about me, right?, I mean if he calls me on my cell and I do not answer" she interrupted, no he will not. He should arrive in 30 minutes or less, by 8:05 pm pst. The driver never arrived at 8:30pm I walked into the store, asked to use their telephone spoke to AAA and the representative told me that he was not coming, since my car was an [redacted] he would be able to unlock it. I spoke to the supervisor in that department, [redacted] and he apologized, I explained I had been standing by my car, and he never showed up, how is this acceptable, he offered to tow my vehicle, I asked for a refund and he said you need to call back to Customer Service and request them to do so tomorrow, they are closed. My last words to [redacted], "so I have this clear, I gave my vehicle information to [redacted], then to the other individual, you process the charge set up a driverDesired Settlement: I want an explanation as to why you mis-lead, not inform a new member that the vehicle I drive is something that your driver can not assistance, other than means of a tow, and I have to take it to the dealer to have it unlocked. [redacted] should have informed me at that moment of AAA options, as well as the road side assistance rep who I was transferred to when I gave all my information including credit card. Full Refund of $62.50 back my credit card, AAA was not able to provide the service. AAA left me outside next to my vehicle to close to an hour, from my original call, did not bother to send a driver to actually speak, greet and explain to me, in fact it left me with the impression that AAA knew my cell phone was locked in my car, they knew they could get a hold of me, and the my the decision to not do anything.

Business

Response:

Our records confirm

that on September 4, 2015, you contacted the Automobile Club of Southern

California requesting lockout assistance for your 2009 [redacted] In your

inquiry, you indicated that your keys and cell phone were locked inside the

vehicle. The service representative handling your call informed you that a technician

would be able to assist you, and provided an estimated arrival of 30 minutes. Regretfully,

after waiting more than 30 minutes, you borrowed a phone for a follow up call

to the Club. At that time, you were informed the service technician was not en

route due to your vehicle’s special locking mechanisms which require service by

a dealership. We do regret that our contractor did not personally deliver this

message, since phone communication to you was impossible. Based on your

experience, we have reviewed these events with our call center staff and can

assure you that all involved have received counselling to correct the

shortcomings in the service you received. In your case, a technician should

have been dispatched to personally explain the service limitation and to offer

you a tow to the dealer. Although your inaccessibility was documented in our

notes, our staff did not take appropriate action to communicate with you. On behalf

of our entire organization, please accept our sincere apologies as we failed to

provide you with a totally satisfying member experience. We highly value our

members and find it disappointing that your experience fell short of our goal

and your expectations. It is our

understanding that a full refund of your membership was processed and a credit

was issued back to the original form of payment used. We thank you for your

support and association with the Club. Although our initial attempts to reach to

you were by phone were unsuccessful, please don’t hesitate to contact [redacted] at [redacted] if you have any questions or further comments.

Review: I was never told there is an 18% credit charge for paying my Auto insurance monthly.

I was never told there is a cancellation charge if I cancel within my first year.

They say the monthly finance fee information was sent to me after I signed up and that the cancellation charge is in the contract! They also said the agent should have told me about both! Now keep in mind, I was referred to AAA by my daughter who was not told about the finance charge and didn't even know she was paying it. So it looks like [redacted] has a habit of not disclosing information.

They won't credit the $59.38 cancellation charge even though I was not verbally told.Desired Settlement: Delete the $59.38 cancellation fee.

Business

Response:

We extend our

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

auto insurance policy from [redacted] in our [redacted] Branch. It is our

understanding that at the time you purchased your new auto 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 expenses of

this option are both operational and administrative, including costs of

multiple billings, and the costs of related system controls. In addition, our

agent failed to inform you about our first year cancelation fee. 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],

Business Manager has discussed and handled your concerns. He has waived $19.52

of earned premium, $32.86 for finance fees, and a late fee of $7.00. We are pleased

we were able to make this accommodation. [redacted] has also assured that additional

coaching has been provided to our agent to ensure that this won’t happen again.

Please accept our sincere apologies for any miscommunication. If you have any questions,

please contact [redacted] at [redacted].

Review: COULD NOT FIND ME AS A CLIENT DUE TO THERE ERROR.

On August of 2014 I opened an account with AAA. On March 12,2015 I placed a service call to AAA my name was no where to be found until I provided them with my service card number. The day that I opened the account the rep evidently put me as a NORTHERN CALIFORNIA RESIDENT. I was on hold or getting disconnected for a total of 2 hours on that day to correct the matter but by hour 2 I gave up and decided to call yet again a few days later and once again was bounced all over the place from Northern California to Southern when I actually was talking to someone I was told that I NEVER LIVED in [redacted] I can tell you that I have lived here all of my life!! I am seeking a compensation for my troubles or I want my money back and will take this story to the news so that EVERYONE will know what AAA did to me.Desired Settlement: partial compensation.

Business

Response:

Member was contacted and we confirmed she recevied compensation from AAA Northern California, [redacted] The membership is current and valid with Automobile Club of Southern California. Please close case.

Review: I was in a hit and run on may 7th I was hit from behind and I went to hospital and files claim for my car.I got an email the same day at 2pm saying I didnt have coverage, when my contract with aaa clearly shows I do have coverage.my policy started in april or may of 2013 and they took photos of my car, I couldnt pay for few months it was canceled and I reinstated insurance in january 2014 I have made all my payments and fulfilled my end of the contract. I was in accident morning of may 7th and hospital with concussion, then received email back may 7th at 2 pm stating they removed my coverage. They told me they mailed notice in march they needed photos of my car again I never received, I recieved no phone calls or emails in this regard and now they are stating they took the coverage away few days prior to the accident occurring.Desired Settlement: The contract I have with with aaa clearly indicates I have coverage and yet I have been told that I was canceled the day of after I get out of the hospital with concussion and injury.This is a pathetic excuse, why was I not called or email in months prior if I was to be canceled as was stated.Another claims adujster / underwriting trying to save companies money and leave me left stranded after I fulfill my side of the contract but they wont fulfill theirs.- Trevor L

Business

Response:

In the claims correspondence sent to you on May 13, 2014 the Auto Club reiterated that our underwriting guidelines required you to have the 2006

Review: My partner is on my account. In 2012, she lost her wallet. At that time we contacted AAA and advised them that her wallet was lost and we wanted the card cancelled and a new one issued. At that time their representative stated I did not need a new number as their vendors always ask for ID at the time of service. I told her that wasn't true but okay. I just didn't want any problems with someone unauthorized using the card. They told me I had no worries. A few months go by and my partner has an issue and calls AAA and was told she had used the card a maximum amount of times and could not obtain service. This was not true. Long story short they serviced a 1991 Cutlass. We have NEVER owned this vehicle nor authorized services for this vehicle. At that time we were told to go into AAA and obtain a fraud form and send it in. We did that and was told it was take 6-8 wks for a response. Our cars are a Chrysler 300 and a Ford Focus. Then I called for a service call in 1/2014, the guy did ask me for ID which was provided, no problem. I called AAA today because I was asking about new cards and was advised my membership was cancelled in January. However, they see where I have paid renewal fees but because they state I was over the limit they cancelled me. That allegedly happened in January. It is now March and there has been no refund or notice of cancellation. This is absurd.Desired Settlement: 1. I want the issue resolved with my partner's card in regards to this 1991 Cutlass incident. That neither of us is the registered owner of and have no knowledge of who used the card.2. I want my membership reinstated.3. I want new membership numbers so I won't have this issue again.

Consumer

Response:

The issues have been resolved with the Automobile Club of Southern California. You can close your file

The issues have been resolved with the Automobile Club of Southern California. You can close your file

Review: False advertisement or What do you call it?April 8, 2015, I received advertisement for AAA of Southern California regarding Auto Insurance quote. It read as the following "CALL NOW for your free auto insurance quote. Call us again to see if we can beat your current rate. Even if we can't bet your current rate, you get a FREE $10 [redacted] Card with a free auto insurance quote. Call 800.592.0410 and mention this offer."April 9, 2015, I called and spoke with a [redacted]. The quote was too much. I explained to her that I would just keep the insurance I have and was told that was fine and will put me down for [redacted] card.On April 30, 2015, I spoke with a [redacted]. I wanted to do a follow-up regarding the Gift Card, I never received. He told me" you will received an email and should get it this week for the next week". Again I never received the card.I have been with AAA for 36 years and never had a complaint about any of their Business. They took care of me very well in all the years. It's not the $10 It's the reason behind it.Are you just soliciting to the younger/middle age group because they have children? Or an I too old to qualify for a $10 card? Maybe this is the NEW way of getting NEW customers to qualify.This really makes me wonder how many others were cheated out of an $10 card. Just remember they have grandchildren too.Since then, I received another advertisement from AAA.'Get a $10 [redacted] Gift Card with a FREE Auto Insurance Quote". Where does it stop. Hello...Desired Settlement: I would like an explanation WHY I never received a card and I am pretty sure others would like to know also.

Business

Response:

It is our understanding that on April 9,

2015, you spoke with our agent, Ms. [redacted], who provided you with a

quotation for an auto insurance policy. Subsequently, on April 30, 2015, you spoke to our Policy Management Group

representative, Mr. [redacted], as you had not received the gift card and he

informed you that you would receive the card within a week. We apologize for

this miscommunication whereas it should have been explained that, as listed on

our promotional offers, eligibility for the promotion is limited to one per

household per 6 months and that it can takes 6 – 8 weeks for delivery, as the

gift cards are fulfilled directly from a central fulfillment facility. Ms. [redacted] has

spoken to you in regards to your concerns and explained that unfortunately, due

to the previous quote provided on December 11, 2014, you were ineligible for the

promotional offer on April 9, 2015, since the two quotes provided were within

the 6 month period. However, because of the miscommunication, we have consulted

with our Marketing Department to arrange for a gift card to be mailed to you,

in which you should be receiving within the next 2 weeks. We apologize for any

frustration you experienced in this process. Should you have any questions,

please contact [redacted] at [redacted].