Automobile Club of Southern California

Your Revdex.com complaint only provided us your name and address listed in Arizona so a complete review was conductedWe have located the following memberships that have outstanding balances and were referred to outside collection companies under your name: [redacted] – Balance due of $was referred to [redacted] Collections on June 1, This membership expired 12/3/and no renewal payment was received You called on 12/10/and requested service which was providedRenewal offers and balance due notices were mailed to the address on file of [redacted] with no responseThere were no address updates provided by you and this was referred to [redacted] for further collection efforts [redacted] has advised us you called their office on March 4, to inquire if this balance could be removed from your credit report if paid They stated you would need to speak to a supervisorYou updated your address with them to [redacted] and stated you would call back but there are no records indicating you did [redacted] also advised us the last address you listed with them has an attachment to the address you now write to us from in [redacted] [redacted] – Balance due of $was referred to [redacted] on November 1, This membership had a 5th chargeable service on February 7, and the balance due notices were mailed to the address on file [redacted] Membership was cancelled for non-payment in March Prior to being referred to [redacted] you spoke to our representative [redacted] on August 23, and August 23, Both times he advised you that the balances were valid and explained why These above balances have been verified as valid and are not for automobile insurance coverage but for the roadside assistance memberships with the Automobile Club of Southern CaliforniaWe have sent you a call detail form showing the services rendered for each cancelled membershipWe are confirming the balances owed as valid and urge you to clear them with each respective outside agencyYou have a current membership [redacted] with us now which has been valid since November 15, It is important to clear the balances for the prior memberships to avoid interruption of your current membershipFor any further questions please contact [redacted] at [redacted]

Again, prior to the expiration of the 2015-policy term, the Exchange’s Underwriting Department reviewed your insurance file, including its loss history, to determine if an unacceptable increase in the risk of loss had arisen since the previous reviewDuring our review, the Underwriter assigned to your policy, noted that you had sustained two water-related losses in the five years immediately preceding your policy expiration date The Exchange’s current underwriting renewal acceptability guidelines state: “A policy may be considered for non-renewal if more than one paid loss (open or closed) has occurred in the last five years In deciding whether to non-renew for prior loss(es), consideration should be given to the entire loss experience or to whether the exposure has changed in such a way that there is now an increased risk of future loss(es) Consideration should also be given as to whether the insured has taken adequate steps to remedy the risk of a similar loss from re-occurring.” Since you had two losses within the experience period, we considered not only the number of losses you had sustained, but also their type and whether they were indicative of future similar lossesIn view of your two water-related losses in less than five years, which are indicative of plumbing-related issues with an increased likelihood of future losses, your policy was not eligible for renewalConsequently, since you did not meet the Exchange’s renewal criteria, we sent you a “Notice of Nonrenewal and Termination of Insurance” on June 7, The notice advised you of the reason for the nonrenewal and stated your policy would expire in its entirety at 12:a.m., Pacific Standard Time, on July 24, Also, we stated the Exchange was willing to offer renewal of your policy if during the course of the 2016-policy period, you agreed to increase your policy deductible to $5,000, and either: Completely replace both the hot and cold water pipes throughout your dwelling; OR Apply an epoxy treatment to your entire plumbing system The California Insurance Code (“CIC”) requires us to apply our underwriting renewal criteria in a fair and equitable manner to all insuredsThe Exchange offers the above option to all qualifying policyholders and we cannot modify or tailor it to accommodate individual circumstances or conditionsAs we did not hear back from you regarding increasing your deductible or receive any proof of repiping or applying an epoxy treatment, your policy did not renew and all coverage ceased on July 24, You also mention that you are dissatisfied with the repair work completed after your most recent lossOur research indicates payment was made to you to complete the repairs to your home The Exchange offered the assistance of [redacted] Construction (“ [redacted] ”), which was acceptedWe understand [redacted] agreed to complete the work at your homeWe were unaware of any concerns regarding ‘sloppy work’; and we will contact [redacted] on your behalf and request [redacted] address the claim-related repair workWe encourage you to contact [redacted] at [redacted] , or [redacted] , Manager, Underwriting Department, at [redacted] with any further questions

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

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

Revdex.com: 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 This claim made by AAA Insurance is untrueI did receive a voicemail in early October from a MrR [redacted] in which he claimed to be willing/able to assist me with making a credit card paymentWhen I contacted Mr [redacted] back several days later, he informed me that the credit card payment could only be made for an ongoing policy and that he could not accept this method of payment for a canceled policy balanceThis conversation was recorded and can be produced if neededI have also consulted an attorney regarding this statement.I do not consider this issue resolved regardless of the company's claim of showing a zero balance under my nameThey have mishandled this situation from start to finish and as a result, my FICO credit score has been affectedThis is why I have endeavored to pursue legal action against AAA's auto insurance company Regards, [redacted] ***

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 Honda AccordIn your inquiry, you indicated that the responding service technician, ***, recommended replacement of the battery based upon the results of the test he performedYou declined his recommendationYou also expressed concern that [redacted] was unprofessional, and that he was aggressive in his attempts to sell you a new battery for your vehicleThe following day (March 10, 2014), you called AAA once again for a second opinion on the battery test resultsThe technician dispatched to this service call retested the battery, finding that it was in acceptable condition and not in need of replacementBecause of the contradictory test results, you submitted a complaint regarding this issue, but unfortunately your concerns were not addressed in a timely mannerYou also expressed concern that the Club had notified you that all four calls for the membership year had been exhaustedWe sincerely regret that we did not quickly follow up with you to resolve each of these questionsWe did confirm the conflicting results obtained from the two battery tests performed on your vehicleA 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, 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 entitlementsOn 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 experienceWe 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 recurrenceWe thank you for your past membership with the Auto Club and greatly appreciate your supportIf you have any additional questions, please contact [redacted]

Revdex.com: 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, [redacted]

Thank you for taking the time to write your letter of April 4th and letting us know that you were unhappy with the AAA Premier upgrade offer you receivedWe value your membership and we would like to extend our apologies for any frustration this mailing has caused youIn the past, we have received complaints from our members that we have not communicated upgraded service options, including extended towing availableIt is our intention to communicate all available service options to our members so they can select the AAA membership benefit level that is right for themOver 50% of our members take advantage of the upgraded membership benefit levels and appreciate the extended towing coverage these options provideWe appreciate your feedback regarding the direct mail you received and will share your input with our Marketing team for modification of future Upgrade mailingsThank you for your years of membership We look forward to serving your motoring needs for many years to come

Our review of the call recording reflects that we were not informed the vehicle was purchased inoperatble As a result, our telephone representative was not given the opportunity to inform the you of this service limitation, as it was not discussed over the phoneUpon the service technician’s arrival, he proceeded to inspect your vehicle along with asking several questions to determine with his dispatch center if towing would be covered under membershipUnfortunately, the service technician determined that the vehicle had been purchased in an inoperable condition and correctly informed you that service would not be covered under membershipHe then proceeded to offer commercial service at a cost of $ to tow the vehicle, which you declinedIn regards to your covered Emergency Roadside Assistance benefit, we suggest you please visit our website at www.aaa-calif.com for additional informationPlease search the keywords, “Online Member Kit” for access to our Member Resources section that includes, the Member Guide where Service Limitation can be found on page fiveAdditionally, in regards to your request for reimbursement, please reference page five which states reimbursements will only be considered for those membership services which the Auto Club provides without chargeAs such, your request for reimbursement is unwarranted as a result of the service you requested not being a benefit under your membershipIf you should have any additional questions, we encourage you to please contact [redacted]

Revdex.com: 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 do not accept AAA's response not only because it is false, but also because AAA is not taking responsibility for their fraudulent actions In response to their message, while I had purchased auto insurance on the date mentioned, I NEVER purchased homeowners insurance While I had asked for a quote, I never accepted it because it did not fit my needs As such, I NEVER signed NOR AUTHORIZED the purchase of said homeowners insurance While the response from AAA mentions that I never signed anything, they gloss over this fact by making it seem that the $withdrawal had to do with the homeowners insurance, when in fact those $were for AUTO insurance I am disappointed that AAA is trying to simply gloss over such an egregious and deceitful act Regards, [redacted]

We have been in contact with the former insured and advised that we would not be charging off any of the earned premium currently owed to usWe advised that we had been mailing her statements on a monthly basis for the last three years which outlined all premium chargesThe amount due was clearly statedPlease close case

It is our understanding that you spoke with our agent, Mr [redacted] , who assisted you with the purchase of an auto and homeowners insurance policyDuring the auto quotation process it was indicated that you were first licensed in 2004; however, upon processing your application it was discovered that your California Driver’s License was first issued in which caused a change in the auto insurance premium to $Mr [redacted] advised that he reviewed this change with you and the rate change was acceptedIn relation to your homeowner’s policy, Mr [redacted] calculated the dwelling replacement cost (Coverage A) based off of your prior policy with State Farm, resulting in a quote for the amount of $After the policy was bound, Insurance to Value analysis was completed for your property and the findings revealed that based on the features of your home the correct dwelling coverage amount was $277, This resulted in the new premium of $whereupon you contacted Mr [redacted] regarding the premium differenceMr [redacted] confirmed that an adjustment would be made to match the original policy amountMs [redacted] , Insurance Business Manager, spoke with you on April 9, regarding your premium increase as well as policy coverageShe explained that we honored your request, and issued you the difference in premium of $for your homeowner’s policy, which processed on April 13, Ms [redacted] also apologized for your many inconveniences throughout this situation and for our agent’s error as well as addressed the need to cancel your policies with your previous insurance carrier to avoid double coverageYour concerns have been fully investigated and appropriate action was taken to help ensure no further incidents of this nature occur in the futureShould you have any questions, please contact [redacted] at 866-714-Ext [redacted]

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 CDIThat is, we must apply it in a fair and equitable manner to all insureds and charge the exact premium calculated in compliance with our planThe 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 totalThese 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 experienceA review of our records reflects that on June 15, 2015, you spoke to our representative and requested a quote to add a Chevy Cruze and your wife [redacted] to the policyOur 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 $and a new annual premium of $2,On June 19, 2015, you called for an update on the changes you requested on June 15, 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 policyHe 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,and a new annual premium of $3,He further explained that we required your acceptance of the new annual premium prior to completing the changeWith your approval, we completed the amendment to add [redacted] and the Chevy to the policyOn 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 removedOur records indicated that we informed you that, there was a lienholder listed on the policy for the Chevy Cruze, and that ***’s citation would be chargeable for yearsHowever, 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 validAs a result, when your renewal for April 12, was offered, ***’s suspension and infraction remained chargeableOn 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 yearsIn a review of ***’s MVR, we confirmed that her license was reinstated on May 23, As such, when we offered the renewal of the policy, [redacted] did not have consecutive years of having been licensed and thus, did not qualify to receive the GDDPlease accept our apologies for our failure to properly explain how ***’s activity on her MVR would remain chargeableBe assured that occurrences such as these are not our usual and customary way of conducting businessWhile we confirmed the information provided by our representative was less than comprehensive, unfortunately, we are unable to disregard the chargeable suspension on her MVRIf you have any questions, please contact [redacted]

Revdex.com: What have I been paying you for in the last years but to represent me in case this happens to usSuch a bunch of [redacted] to expect me to deal with this [redacted] company who hasn't responded to any of my calls in the last monthsI would never have expected you to just put this in my lap and say here you deal with the other insurance companyTerrible business practices and we will never again go with you as our provider for insurance or any other purposes I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

According to our records, the Exchange completed a reinspection of your home on November 7, The inspector photographed the interior and exterior of the residence, including the pool and spa that had been installed after we initially inspected your home in With respect to the nonrenewal of your homeowners policy, prior to the expiration of your 2015-policy term, [redacted] , Underwriter, reviewed your insurance file, including the reinspection photos, to determine if an unacceptable increase in the risk of loss had arisen since the previous reviewUpon reviewing the photos of the pool and spa, [redacted] was unable to determine whether or not your spa was filled with waterHe also viewed aerial photos of the residence and could not confirm that the spa was filled with waterAccording to our Underwriting Guidelines, residence premises where a pool or spa is empty are unacceptableConsequently, since you did not meet the Exchange’s acceptability criteria, your homeowners policy was not eligible for renewal [redacted] left you a voicemail message on October 24, 2016, explaining the specific reason for the nonrenewal of your policyThen, on October 27, 2016, [redacted] followed up by sending you a “Notice of Nonrenewal”, in which he explained the reason for the nonrenewal of your policy and stated it would expire in its entirety at [redacted] ***, on December 14, At your request, we completed an additional inspection of your pool and spa on October 31, [redacted] reviewed the latest inspection photos and was able to speak with you on November 29, 2016, and confirm that your spa is filled with waterHe advised you that your insurance file has been updated and your policy is now scheduled to renew effective December 14, Please accept our apologies for any inconvenience this matter has causedIf you have any questions, please contact either [redacted]

The only truth in the response from AAA was that I spoke to [redacted] and we came to a mutual agreementThe reason this was accomplished was because [redacted] , unlike the responder for AAA, actually listened to the recording and determined that the error was not in the instructions given by my wife, to cancel both (meaning both auto policies) but rather by the representative who, because of her impatience and lack of customer service ability, assumed my wife meant auto and homeThis could have easily been verified by the representative and should have been as my wife has absolutely nothing to do with the homeowner’s policy nor is her name on the title [redacted] was very apologetic on behalf of AAAThe responder on the other hand has made it seem like my wife wanted the policy canceled and that re-instating the home owner’s policy without a lapse in coverage was some sort of gift or favor from AAA which it clearly and positively was notThe home owner’s policy was NEVER canceledNot as of yet anyway, but it will be

In your request for assistance you are asking for the following: Remove account from collections Remove any negative reporting from credit bureau Send you an itemized statement explaining balance owed Letter of apology Pay you $for your inconvenience We have reviewed your past policy and find no reason to remove it from our collection efforts nor to have any negative reporting removedAttached you will find the itemized statement showing the dates of coverage for your last term and the unpaid balance explanation Coverage was provided from your January 8, renewal date as we processed your $required paymentYou called in to report a new mailing address on January 22, as you were preparing to move to [redacted] That mailing address was used on all mailings going forwardYour February payment of $was processed February 21, and no more payments were receivedWe billed for your next March installment as there was no request to stop coverage from you Your coverage ended when the policy was cancelled for non-payment effective April 10, with an unpaid balance of $85.60, which represents the unpaid coverage of insurance from March 8, through April 10, If you had insurance coverage on the vehicles we insured with another carrier prior to our cancellation date of April 10, there may be a possible credit that could be applied to your balanceYou may provide us with a declaration page or ID cards showing coverage dates and vehicle identification numbers for that to be reviewed for possible adjustmentAs for your request for an apology for no response by our Executive staff we can find no correspondence from you asking for assistance directed to any of our ExecutivesWe do apologize if this was an oversight on our part and never wish our past or present members to have unresolved frustrationsYour request to be paid $for your inconvenience does not meet with AAA business practices and can’t be honoredThe unpaid balance of $remains valid per our reviewIf you have any questions, please contact [redacted] , Collections Supervisor at [redacted]

On January 15, 2016, you purchased automobile insurance policy, [redacted] , and homeowners insurance policy, [redacted] , over the phone from sales agent, [redacted] During the transaction, Ms [redacted] quoted you a homeowners insurance premium of $1,285, which included a replacement cost of $425,based on the information you providedMs [redacted] then bound both of your policies and set up a home inspection appointmentOn January 21, 2016, your home inspection was completed and the replacement cost of your home was valued at $626,This changed your homeowners insurance premium to $1,Ms [redacted] then spoke with you on January 27, and explained the home inspection discoveries and the change in premium priceMs [redacted] states that you did not agree with the premium change and requested to cancel your home insurance policy as well as your auto insurance policyMs [redacted] then reminded you that a short-rate cancellation fee would be applied for cancelling the insurance within the first year, at which point you became upset and requested to speak with Ms [redacted] ’s managerOn February 17, 2016, [redacted] , Insurance Business Manager, attempted to contact you via email as well as by phoneOn February 18, 2016, Ms [redacted] received an email from you stating you would contact her at a later dateOn March 3, 2016, you spoke with Ms [redacted] and reviewed your home inspection discoveriesMs [redacted] explained that the replacement cost was accurate and would provide the best protection for your homeYou did not agree and stated you would be seeking insurance with another insurance carrierOn a later date in March 2016, you emailed Ms [redacted] stating you did not want to pay the short-rate cancellation fee and would be filing a complaint with the RevDex.comMs [redacted] responded to your email and explained that if you provide proof of insurance from your current insurance carrier, your policies with the Exchange would be cancelled immediately and the cancellation fee would be waivedMs [redacted] also offered you the contact information to our insurance affiliate, AAA AgencyUnfortunately, Ms [redacted] has not received any further communication from youYour homeowners insurance policy then cancelled on April 5, 2016, due to no signed documentsMr [redacted] , we sincerely apologize for any misunderstanding and for any frustration we may have caused youPlease be assured that it was never our intention to mislead you in any wayShould you have any questions, please contact [redacted] at [redacted]

We are providing further information regarding your homeowners insurance policyYour policy was referred for cancellation on April 5, 2016, due to no signed documents, for a cancellation date of May 7, We apologize for misstating your cancellation date in the previous letterWe also apologize for the difficulties you experienced in contacting us regarding the concerns you had with your insurance policiesIt is our understanding that Ms [redacted] , Insurance Business Manager, reached out to you on April 15, regarding your concernsMs [redacted] left you a voicemail message and stated that if you can provide us with proof of insurance from another carrier your policy can be cancelled effective immediatelyMs [redacted] also emailed you on April 19, 2016, hoping to address your concernsYou can email your new proof of insurance to Ms [redacted] at [redacted] Once we have received your new proof of insurance, we can cancel your policy and review your billing to determine if a refund is owed to youMs [redacted] also advised that [redacted] , sales agent with our affiliate, AAA Agency, left you two voicemail messages regarding insurance for your home and vehiclesOur AAA Agency partner can provide you with automobile and homeowners insurance quotes at competitive pricingPlease contact, [redacted] , sales agent, at [redacted] If you have any questions, please do not hesitate to contact [redacted] at [redacted]

A review of our records reflects that on May 5, 2017, Ms [redacted] called regarding her concerns of the policy’s annual premium increaseBe assured your concerns are important to us and we reviewed the call of Ms [redacted] with our representativesDuring the initial call, Ms [redacted] expressed her concerns of the continued increase of the policy’s annual premiumOur representative offered to review the policy to find opportunities which could impact the policy’s annual premiumMs [redacted] declined our offer and specifically instructed our representative to cancel both insurance policies effective May 9, As Ms [redacted] was a named insured on the homeowner policy, and her auto policy, both policies were cancelled in accordance with her requestAs a result, a refund check was issued for the unearned premium of the homeowner policyOn the same day, due to the cancellation of the homeowner policy, your auto policy no longer qualified to receive the multi policy discountBased on the loss of this discount, we processed a change and removed the qualifying discount on your auto policy which resulted in a prorated premium increase of $On May 19, 2017, Ms [redacted] spoke to our representative regarding the cancellation of the homeowner policy [redacted] At her request, the call was transferred to a member of our management staffBased on the explanation we received from Ms [redacted] , we started the process to review the transaction of May 5, On May 22, 2017, after a detailed review of the occurrence, while we found that our representative followed the instructions of Ms [redacted] , an exception was made to reinstate the homeowner’s policy without a lapse of coverageIn addition, based on the reinstatement of the homeowner policy, we reapplied the multi policy discount to your auto policyBased on our having reapplied the discount on your auto policy, there is no additional amount owed until the renewal of the policy on June 22, At this time, the homeowner policy is paid in full and in good standingAs a follow up to your telephone conversation with [redacted] , we was pleased to have been informed that we have resolved your concerns to your satisfactionIf you have any questions, please contact [redacted]