Automobile Club of Southern California

A review of our records reflects that on September 13, 2016, you contacted the Automobile Club of Southern California (Auto Club) requesting towing serviceUpon verifying your membership information, the telephone representative assisting you notified you of the cancelled status of your membershipIn your inquiry, you stated being denied roadside service by this telephone representative and her supervisor, even though you had explained that you had been informed by the local Auto Club Branch office of your membership being valid thru October 13, In reviewing this incident, we found that the Branch Office added you to your mother’s membership in errorThe branch failed to explain that this could not be done due to your being over years of age and there already being an adult associate on the membershipIn addition, the promotion to add you to the membership at no expense was incorrectly processed and resulted in your membership being canceledAlthough no money was received for your erroneously being added to your mother’s membership, we did find that the roadside service supervisor offered to send out courtesy towing service to tow your vehicle off the freeway as a safety concern but was declinedAdditionally, the supervisor offered to send commercial service but while on the line with the supervisor, you explained that your vehicle had started and would drive the vehicle off the freeway yourselfBased on your experience, we have reviewed these unfortunate events with all parties involvedWe have counselled both our call center and district office staff, emphasizing the importance of properly managing our member’s expectations as well as keeping our members’ appropriately informedAlthough you are not allowed to be on your mother’s membership due to there already being an adult associate, our call center staff should have made an exception to tow your vehicle under membership due to the circumstancesActivity on the membership does show that you were added to the membership by the Branch Office and that an error occurred resulting in your add on being canceledOn behalf of our entire organization, we would like to extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience We highly value our members and find it disappointing that your experience fell short of our goal and your expectations As a gesture of goodwill and for the inconvenience that you experienced, we have authorized a [redacted] card in the amount of $to be sent to you, please expect this to arrive in a separate mailingIf you have any questions, please contact [redacted]

Our records indicate that on April 22, 2016, you contacted the Automobile Club of Southern California to request a tow service for your [redacted] ***You informed the representative that you wanted your vehicle transported to a mechanic shopAfter the necessary information was gathered, the representative informed you of your Classic membership entitlements; at which time you declined the service due to the additional mileage chargesIn your complaint, you stated that you made several calls in attempt to use your AAA roadside coverage plan, although you were offered options that were within your actual membership benefitsWhen a tow service was finally sent, your vehicle needed to be at the mechanic shop by 15:in order for it to be fixed the same dayRegretfully, the service technician in the area provided an expected arrival time of minutes and was not able to deliver the vehicle by the time you statedYou note that you then rented a vehicle at [redacted] Rent-A-CarAs a result, this prompted you to file a complaint with the Revdex.comIn regards to your inquiry covered Emergency Roadside Assistance benefit, 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 Towing Service can be found on page threeAdditionally, 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 declined as a result of the service you requested not being a benefit under your membership and having offered you local alternativesInformation received from our members allows your Club to review valuable information shared by our customersIn your inquiry, you also express your dissatisfaction with the customer service you receivedPlease be assured that we have personally reviewed your specific concerns with our management team for immediate review with all parties involvedIf you have any questions, please contact [redacted]

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 policySubsequently, 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 weekWe 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 months and that it can takes – weeks for delivery, as the gift cards are fulfilled directly from a central fulfillment facilityMs [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 month periodHowever, 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 weeksWe apologize for any frustration you experienced in this processShould you have any questions, please contact [redacted] at [redacted]

We understand you requested a quote for auto insurance online and an agent from the Rancho Cucamonga branch respondedWe want to personally apologize if you perceived, for any reason, the service you received was unacceptable or that our employee was rudeThat is not how we want to provide legendary serviceWe also apologize for any miscommunication and inconvenience you experienced during this processPer our underwriting guidelines we must have proof of prior insurance whenever we write a new policy with comprehensive and collision coverageWhen a new policy is written, we have a seven day window to provide this information to an underwriterBecause that information was not received within the seven day window, you received the cancellation email from Mr***It is also our understanding that your policy has been cancelled and a full refund issuedRegional Manager, [redacted] *** is also available to assist youIf you have any other questions or concerns please do not hesitate to contact [redacted] at 951-637-

Our responses to both the California Department of Insurance and the Revdex.com outline our position in detailBased on the dates we provided coverage, you were billed for the earned premiumTherefore, we cannot accommodate your request for a full refundIf you have had concurrent coverage with another company during this time frame and can provide proof to us, we could cancel the policy from its inception and provide a full refund Otherwise, we cannot accommodate your request for a full refund at this time as the amounts collected are considered earned premiumWe apologize for any inconvenience this may have causedIf you have any questions or concerns; we encourage you to contact Regional Manager, [redacted] at 562-377-***

It is our understanding that on April 8, your husband, Mr [redacted] ***, spoke with our sales agent, Ms [redacted] , who assisted with the establishment of the homeowners policy with a future effective date of April 26, A few weeks later, Ms [redacted] was contacted by your escrow company requesting to update the street address on the policy In addition, due to the delay in closing escrow, it was also requested for the effective date to be changed to April 28, therefore as required Ms [redacted] rewrote the policy with the corrected adjustmentsAccording to our records, on June 8th a Notice of Cancellation was mailed to you and once received you called on June 13, and spoke with our Policy Management Group (PMG) representative, Ms [redacted] At that time she informed you that there were two active policies and therefore she would contact Ms [redacted] to confirm which of the two policies would need to be cancelledAfter receiving confirmation from Ms [redacted] , it was determined that the policy with the effective date of April 26, would need to be terminatedUnfortunately before the cancellation was finalized you were mailed two letters from our collections department stating that a premium of $was owed to usMr [redacted] , Insurance Business Manager, advises that he had spoken with you on August 23, and confirmed that the policy has been cancelled now reflecting a zero dollar balanceWe are pleased that this matter has been resolved however we would like to take this opportunity to sincerely apologize for any misunderstanding regarding our cancellation processes and for any frustration we may have caused youShould you have any questions, please contact Mr [redacted] at 714-885-***

This is in response to your continued concerns filed with the Revdex.com serving San Diego, Orange and Imperial CountiesRegarding your concerns on the lack of return calls from [redacted] , our records reflect that [redacted] has not received any telephone calls from you since our last written responseHaving received your response to our letter, a member of our management staff, [redacted] attempted to contact you to address your concernsUnfortunately, his attempt to speak to you directly was unsuccessfulAs such, he left you his contact information to return his callAt this time, he has yet to receive a call back from youOur records reflect that your membership is on schedule to renew on March 18, Upon your receipt of the renewal, you will have a choice to renew your membership, at our Classic level for $or at our Premier level for $You will receive the renewal offer in the mail days prior your renewal date [redacted] , should you have additional questions regarding your membership, please do not hesitate to contact [redacted] ***, at [redacted]

According to the loss facts you were traveling eastbound on [redacted] in [redacted] approaching a sharp left turn in the roadwayIn an attempt to avoid a collision with the roadway barrier, you swerved and the [redacted] slid off of the paved roadThe [redacted] sustained damage in the amount of $8,You indicate the city of [redacted] bears responsibility for this incident due to the design of the roadway and lack of posted warning signageAlthough you bring forth potential mitigating circumstances regarding responsibility, we have determined that your actions were the proximate cause for this incidentUnfortunately, our principally at fault determination will remain unchangedIf you have any questions, please contact Claims Manager, [redacted] at [redacted]

The complainant also filed a complaint with the California Department of Insurance (CDI)Our response to the CDI includes the following: On 7-24-2017, Mr [redacted] purchased a homeowner policyOn 8-05-2017, a photo inspection was completedDuring the inspection, it was discovered that tree branches were touching the roofline of the homeThere was also a washer and dryer located in the backyardAccording to our underwriting guidelines, the home canot have any direct contact with live vegetationAlso, any appliances on the exterior of the home are unacceptableThe agent notified Mr [redacted] of the concerning issuesMr [redacted] was able to remove the branches and vines from touching the homeHowever, he did not remove the washer and dryer from his yardOn 9-20-2017, a Notice of Cancellation and Termination was sent to Mr [redacted] for a cancellation date of 10-21-2017.The letter stated the policy was sent to cancel due to vines/branches touching the structureAlso appliances were in the rear yard Refund was sent on 10-24-and was cashed on 10-30-If there are any questions, please contact [redacted] at 714-885-

Final Consumer Response / [redacted] (2000, 14, 2015/12/22) */

A review of the file indicates we were contacted on September 22, 2015, and informed of a block wall that was leaning on your propertyWe were asked if damage of this nature would be covered under the policy; therefore, we inspected the home and asked a plumber to complete a leak detection of the pool equipmentAn inspection was completed on September 28, 2015, and it was determined the damage would not be covered by your policy with the ExchangeA decline letter was sent for your recordsAs explained by Claim Manager, [redacted] in your discussion of June 15, 2017, we found no evidence of a discussion indicating you were advised this was not a claim; however, as a courtesy to you, we recoded this file in our system so that it is not coded as a claimWe will inform the appropriate department and ask them to contact you to determine if you would qualify for a rental policy while you are awaiting your move into your new homeShould you have questions regarding the information presented, please contact Claim Manager, [redacted] at [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 am not satisfied with the refusal of the AAA to stand behind their services Although they say they attempted to mediate the dispute, they have failed to hold [redacted] responsible for their actions AAA attempt to say the the jumping of the battery could not blow the SAM unit, but in fact it did blow it They offer no reason as to why it happened concurrently with those actions The notation on the invoice are not notations in the general course of actions and were only put there because he knew the memory was compromised.I will now proceed with a small court action against AAA and [redacted] Regards, [redacted]

As outlined in the aforementioned response, our investigation into the subject claim found the reported loss to fall outside of the parameters of coverage as provided in the applicable policy of insuranceAs such and as conveyed in our prior correspondence, coverage for the subject claim has been declinedShould you have any information that is contrary to the findings as outlined in our investigation, we are more than happy to review whatever documentation you may haveHowever, in the absence of any new information, our position remains unchanged and our file remains closedBased upon the previously referenced investigative documentation we have obtained, we regret that no further action can be takenShould you have questions regarding the information presented, please contact Claims Manager, [redacted] at [redacted]

Please review attached proof for AAA sent release signed by us and their promise of payment for compromise of property damage.What they do is completely Outlaw and FraudTo have our signed release and NOT to Pay anythingThis outlaw has penalty actions by the US court.We still claim $as they promised to give after their investigation completeWe have suffered a lot from property damage, financially and psychologically.We won't call [redacted] who couldn't help us a year longWe are expecting a call from Chief Operating Officer [redacted] to resolve the problem 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 Regards, [redacted]

It is our understanding that you purchased an insurance policy for your condominium in JulyAt that time, the policy was bound with a $deductibleThe unscheduled Personal Property coverage, Coverage C, listed on your policy incudes coverage for your phone and laptop for covered losses listed under the policy minus your deductibleOur condo policy does not offer special endorsements for additional coverage on phones and laptopsWhen our underwriting department reviewed your application, it was discovered that a prior loss was not applied to the policy applicationPer our underwriting guidelines, acceptable prior losses within the five year experience period require a $2, deductible be applied to the policy to off-set the riskThe agent contacted you advising of this and that your policy premium would decrease due to the higher deductibleA policy change declarations was issued on August 18, reflecting a $2,deductible, a pro-rate decrease of $and an adjusted annual premium Since the policy was paid in full, a refund was issuedOur system reflects the refund was cashed on august 25, If you have any questions, please contact [redacted] ***, Insurance Business Manager at 619-644-

Per your correspondence, your wife contacted the Automobile Club of Southern California requesting that her vehicle be started but instead was sold an [redacted] batteryOur records show that the technician sent to assist your wife, performed a battery diagnostic test and found that the vehicle’s battery had failed and recommended that the battery be replacedUnfortunately, your previous battery was fairly new and the battery technician failed to notice that it was still under warrantyOn behalf of our entire organization, we would like to extend our sincerest apologies to you 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 goal and your expectationsAs such, we are issuing a full refund of the out of pocket expense that you incurred to replace the battery in the amount of $If you have any questions, please contact my associate Mr [redacted] at ([redacted]

[redacted] **i, of our Emergency Road Services group spoke with Mr [redacted] and is waiting for him to send a receipt of the COD service We will be reimbursing him appropriate costs once received and reviewedMr [redacted] can be reached at [redacted]

On January 25, we spoke with you and obtained the name of the shop where you preferred to have your vehicle repairedA two party check was issued for the repairs less your deductibleYou later called back to advise us that you were no longer going to use that shop and requested we stop the checkThe check was stopped and you were to let us know your new shop preferenceOur records indicate we have made several attempts to obtain your shop preference so that we may send a two party check to the repair shop, without successWe have since received letters from the Law Offices of Parker Stansbury LLP requesting payment be sent directly to youWe referred you then to your policy, Page 14, under Part III – Physical Damage which states: PAYMENT OF LOSS – COVERAGES D AND E At our option we may: (a) pay for a loss less any depreciation; (b) repair or replace any damaged or stolen property with like kind and quality less any depreciation; (c) before settlement, return stolen property to you or to the address shown in the declarations, having repaired any damage covered; (d) take title and possession of all or part of the property at the agreed value, but there shall be no abandonment to us; (e) settle a claim either with you or the owner of the property We have chosen to exercise option (b)On February 12, you had a conversation with Team Manager, [redacted] , wherein you expressed your concern over delays in the repairs to your vehicleYou were advised that the only delay was in obtaining your shop preference so that we could reissue the check to you and the shop of your choiceYou agreed that you would call us back with your shop preferenceYou indicated to Mr [redacted] in follow up conversations on February 22, and February 24, that you were still undecided on a repair shop At this time we are awaiting an update from you with your shop preference so that we may issue payment for the repairs to your vehicleWe understand you are dissatisfied with the way the claim has been handled, and hope that our efforts to acknowledge and address your concerns have been metIf you have any additional information or need further assistance, please contact [redacted] , Claims Team Manager, at [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 Regards, [redacted] I don't see any attachmentsPlease show me where there more than service callsThere were people on this contract and it is supposed to be per person, which was not exceeded BTW, why was my truck being damaged never addressed? You guys owe me $For damage to the front of my truck from of your contractorsNo one has said anything about thatI need this removed from my credit also because I never received any mail from this [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 contacted them numerous times last year asking them to remove my information and to stop sending me mailings. They told me last year they would remove my information, but I am still getting mailings from them and/or their affiliate companies a year later. I do not want anything else from them and/or their affiliate companies. Regards, [redacted]