Automobile Club of Southern California

Again, review of our records indicates that on March 09, 2016, you electronically agreed to the $2,deductibleWe sent you a copy of the Property Insurance ApplicationOur investigation indicates that your deductible at the time of the loss was $2,If you have any questions, we encourage you to contact Team Manager, [redacted] at (714) 885-***

We contacted [redacted] and offered apology for the errorHe advised that he does not want to renewWe offered him complimentary Motorcycle coverage for the upcoming term and offered to reimburse him for the usage he incurredWe are taking steps to prevent a recurrenceIf you have any questions, please contact [redacted] at [redacted]

I would like to rebuttal AAA responseI just opened today 4/28/where they respondedThey are still sending me total amount figure threatening to send me to collection and when I call to pay the new amount and I'm sent to voicemailNo one calls backThey again are not sticking to their story or agreement Please reopen my complaintPLEASEThanks you for your time [redacted]

We understand you have been speaking with Mr [redacted] ***, team manager at our Damage Assessment CenterWe are pleased to find out your concerns have been addressed, progression has been made on your claim and we were able to arrive at an agreed settlement on your vehicle and rental expensesWe would like to thank you for bringing your concerns to our attention and apologize for any confusion you have experienced with the claims processIf we may be of further assistance please contact Mr [redacted] directly at 310-217-

We have investigated the issues you have raised with the Revdex.com and have agreed to resolve them by having our Membership Department remove automatic billing from your membership and waive the fee that had been charged to you for the add on of another memberYou will not receive another bill on your membership until renewal next yearWe greatly appreciate you bringing this situation to our attention as this provides us with the opportunity to review our internal processes and improve overall member serviceIf you have any other questions or concerns, please contact Regional Manager [redacted] directly at [redacted]

According to the complaint, the concern at this time is regarding the settlement amount of your claimOn the date of the loss, there was a minor traffic collision between our Insured’s vehicle and your *** There was damage to the left quarter panel and rear bumper of your vehicle and was cosmetic in nature The vehicle was repaired to its pre-collision condition and a rental car was paid during the time of repairsAt this time, your concern is regarding a diminution of value claim that you have presented for your vehicle Proof of claim was submitted in an online report that factored in the vehicle information, the repair cost, and damage to the vehicle as submitted by youAs noted, there was no structural damage to your vehicle and the repairs were cosmetic in natureThe amount you have requested is the exact amount the online service provided based on incorrect informationIn an effort to move this matter towards resolution an offer was made to reach an amicable resolution of this matterThe undisputed amount for the diminution of value portion of your claim was already issued to youWe are open to continuing to discuss this matter with you and to review any new information you might have to support your claimShould you have any additional questions during the handling of your claim, please contact manager [redacted] at [redacted]

Mr [redacted] is insured with AAA Northern California, not with Automobile Club of Southern California (ACSC) We confirmed that AAA Northern California has been in contact with their insured and is addressing these concernsAn ACSC sales agent, [redacted] , : [redacted] , reach out to Mr [redacted] to provide a quote for insurance with ACSC

I have received AAA information about my last payments and as the rep has said, I did receive voice mails and I also returned the call on occasions to let the representative know that I was cancelling My last attempt was in April when I called in and I can print out the calla from my cell phone bill that shows I did contact them, ge ause it was unpleasant conversation with the repwho told me I didn't cancel and in order to do sp I needed to send the copy of my new insuranceI told,the rep that why is it that no one told me that when they got in touch with me when the Reps called me on occasionsI did receive a couple of voicemails, but I also returned r the callsThey record the messages and tgere should be a recording of my call in April and I can locate my bills proving thatI just left Mr [redacted] explain that as wellI will never do business with this company again, as they are trying to say they never spoke to be in regards to my cancellingIt was,when told I can cancel at anytime when I made my payment in FebRevdex.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 [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 all of my complaint For your reference, details of the offer I reviewed appear below There are a variety of and incomplete statements in the response The “reinspection” of my house was actually completed around October 23/24, This “reinspection” consisted of the underwriter looking at a satellite photo of my house on google maps that is at least two years old as is evidenced because the solar panels not even on the house yet Standard procedure has always been, and is expected to be, if the company wishes to inspect a property, to contact the policy holder and make an appointment to come to the property and inspect it This did not happen In this case it appears that the underwriter was too lazy to bother with doing the inspection properly Additionally, the underwriter appears to be ignorant enough to think that he/she can determine if clear water is in a Jacuzzi by looking at a zoomed low resolution satellite photo of my house A photo that even when zoomed as much as possible is still equivalent of from a range of multiple hundreds of feet distance.The underwriter did leave me a voice mail on October 24, 2016, stating that the policy would not be renewed due to their not being water in the Jacuzzi and sending me the latter dated October 27, However, the underwriter also failed to leave any contact information so I could call him back to discuss the issue and get it corrected So the underwriter made an incorrect decision based on a low resolution image that was at least two years old rather than doing the job correctly and actually having the property inspected This forced me to call customer service and try to relay messages through them to get it resolved On October 31, 2016, the company sent someone to my home to take photos However, no one bothered telling this person what the main purpose of the visit was, to photograph the Jacuzzi with water in it My wife had to tell the person that was the main reason was to photograph the Jacuzzi Then as I learned much later on November 16, 2016, what photos the person did take of the Jacuzzi were from across the yard and not close though to capture the inside of the Jacuzzi showing water!The AAA response states that a reinspection was completed on November 7, I can only assume that this consisted of looking at the photos that were taken on October 31, 2016, not actually inspecting the property The only date we are aware of someone coming to our property was October 31, Despite the company acknowledging the photos were reviewed on November 7, 2016, no one bothered contacting me regarding this Instead, I was forced to contact customer service again on November 22, to ask about it The only response I received back was “I notified our underwriter who is assigned to your policy, I believe she will be contacting me if there is anything else I can assist withI will e-mail you back once I hear back from her.” So that is when I filed a complaint with the Revdex.com That was also the last communication I received until November 29, 2016, when I contacted [redacted] who is a supervisor in customer service and also filed a complaint with the California Department of Insurance Finally your underwriter called me and said a verbal statement from me that the Jacuzzi had water in it would be sufficient I provided that statement and the renewal was issued So all of this bother was caused by a lazy underwriter that did/didn’t do the following: Didn’t bother properly having the property inspected in the first place Didn’t bother telling the person sent to my house on October 31, what the main purpose was Didn’t bother providing contact information in the message so I could directly call back and discuss the issue Didn’t bother contacting me after reviewing the photos on November 7, 2016.It appears obvious to me that corrective action needs to be made in process AAA uses in collecting information prior to renewal of policies Yet, the AAA response provides no description of possible corrections on your process The complete incompetence that was demonstrated in this renewal process was a significant inconvenience to me and forced me to get quotes from other insurance companies On the plus side, it did force me to shop around for insurance to see if I can get a better price This is something I have not bothered with for many years So at this point I’m not sure I will be keeping my home and automobile insurance with AAA I have received one or more quotes that appear comparable or lower than what AAA charges for the same coverage I will have to take a close look at it when I finally receive the renewal that I should have received weeks ago and would have received weeks ago if AAA had conducted itself professionally and properly Regards, [redacted]

A review of our records reflects that on August 15, 2017, you contacted the Automobile Club of Southern California requesting towing service as your friend’s vehicle had a flat tire and no spare Upon arrival, the independent contract station dispatched to assist you discovered that the vehicle had just been purchased at an auction and informed you that the service was not covered under your membershipThe delay in service that you experienced was due to a second driver being sent to your location to reassess the situationUpon the second driver’s arrival, it was confirmed that the vehicle was located at an auction and had just been purchased in its current conditionOur investigation concluded that the independent contract station was abiding by Membership Guidelines, as towing a newly purchased vehicle in an inoperable condition is not covered under membershipPlease visit our website at www.aaa-calif.com for additional information regarding membership benefitsPlease 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 fourIn your inquiry, you also expressed your dissatisfaction with the customer service you receivedPlease be assured that we have addressed your specific concerns with our management team for immediate review with all parties involvedPlease accept our sincere apology for any inconvenience that this may have causedIf you have any questions, please contact Mr [redacted] “***” [redacted] at (562) 377-***

*** It is our understanding that you received an insurance quote; however as of December 11th you had not received the $ [redacted] Gift Card that was being offered as part of a promotional campaign we were conducting at that timeWe apologize for our service failures in regard to this matterUnfortunately our agent did not follow up with you to discuss your concerns and resolve this issue to your satisfactionAlhambra Insurance Business Manager, [redacted] , has made sure that your gift card has been entered into the system for delivery to youThese gift cards are fulfilled by a central fulfillment facility are mailed to your home in to weeksPlease watch for it to arriveIf you should have any questions or you do not receive your [redacted] gift card please contact [redacted] , Regional 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 [Unfortunately, your rendition of what occurred is not accurate at allWhen I requested the tow and provided the CSR with the infoshe could've informed and should've informed me of this service not being included; Instead I was lead to believe that I was simply requesting towing Service as I have in the past I didn't receive any reservations from the CSR as to no., or maybe this would be problematic Once the tow drivers came out and discovered that I didn't know why the vehicle wouldn't start and asked how long the car had been sitting, that's where the problem began One of the drivers said he didn't understand why they couldn't tow it, and the second driver stated some stupid response about getting the car out of the driveway, he couldn't back the truck up in the drivewayI said the car can roll out of the drivewayI was asked again how long the car was sitting in the position it was; and whomever was on the line with him, he repeated what I told him I was told they have GPS on the trucks, they knew where they were at all times; Why I was being told this I still have no ideaI stated to these drivers that I requested a tow and if you won't do it why are you asking me for for something that is against Policy? One of the drivers said how far is it going a mile or 2, I said blocks, he said yeah, shoot us bucks and we will take care of it I canceled the tow at that pointIt was handled incorrectly and it escalated furtherNo apology, even now I didn't pay anything, I didn't ask for reimbursement that I know of, if there is such a policy it should be known at the initial point of request, not send someone out and then change; I provided the CSR with all the information in order to not have to go through this type of issueYou're answering a customer complaint, as if I did something incorrectly ] Regards, [redacted]

A review of our records reflects that on May 5, 2017, you spoke to our representative regarding our Driving School program for your daughter [redacted] Based on your inquiry, our representative provided you the option of enrolling [redacted] in our hour online and a hour in-car (30/10) course We informed you, this would cost $ However, at the time you called we were offering a promotional discount of $for this packageIn accordance with your choice to enroll [redacted] in our 30/course, we emailed you the details which included information on the cancellation feesFor your records, enclosed is a copy of your signed acceptance of the program which included our policy on cancellation of classes and the applicable feesHaving received the signed document from you, we processed your payment in the amount of $($- $promotional discount = $449.00)We explained, the hour online course cost $49.95, and the hour In-Car driving instruction cost, $Cancelling the online course would result in a refund of $However, choosing the In-Car only course as a Premier member this course would cost $As a result, while you would receive the $refund, you would owe an additional $74.95, plus you would be subject to the $cancellation fee($- $= $+ $cancellation fee)As you had concerns regarding the additional amount owed, your concerns were escalated to our management staff for additional reviewAfter a detailed review, as a courtesy an exception was approved to waive the $cancellation fee As a result, we explained that by converting the currently enrolled course to the In-Car only course, you would owe an additional $As the option of receiving the $refund and paying an additional $was unacceptable, we made several attempts to speak to you regarding the cancellation of ***’s enrollment in the program without incurring any applicable feesUnfortunately, our attempts to speak to you over the phone or receive correspondence via emails have been unsuccessfulAs a result, without having received your authorization, we were unable to make any changes to ***’s enrollment in our driving school programYour suggestion that our goal was to collect “a large amount of money” was unfortunate as our Auto Club Driving School is an excellent training program that helps persons become responsible, safe driversWe believed that our program would help ***, and it was offered to you as her parent, with discountsWhen you became dissatisfied with the program, we attempted to accommodate youIt is now apparent that our Auto Club Driving School program did not meet your expectationsAccordingly, we have cancelled ***’s enrollment in the program and will send you a refund of your entire $tuition paymentPlease accept our apologies for your disappointment with our programBe assured, as an organization, we take great consideration to meet the needs of our members and provide quality serviceIf you have any questions or concerns, please contact [redacted] at (714) 850-

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 read e mail from AAAThey said policy holder is Mr [redacted] I took picture of insurance card and name was [redacted] Regards, [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 have tried multiple times to contact them and they would not return my emails My home insurance is active and this information is incorrect

(The consumer indicated he/she DID NOT accept the response from the business.) no,when I spoke to the customer service rep I gave her all the information about the vehicle .she looked up the make and model and gave me a price of $207.I asked her if this included installation and disposal of the old battery.she guaranteed that these services were included in the quoted price.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
***
*** ***

It is our understanding you feel that a number of mistakes were made on your auto policy which led you to request cancellation of the policy, as well as your membershipYou have not yet received a response to your cancellation requestIt is also my understanding that you expect to receive money
back as a result of the cancellation so you can obtain insurance elsewhereYou think that because you are disabled you are not being treated fairly*** ***, Insurance Business Manager in our *** *** branch, has attempted to contact you by both phone and email to discuss your concernsAs of this writing, Mr*** has not received a return call or an email response from youMr*** also confirms that your auto policy canceled due to non-payment on January 3, 2016, with $being owed to clear the balanceMr*** also advised that your membership was cancelled effective January 17, Mr***, we sincerely hope you contact Mr*** at *** *** so he can address your all of your concerns, explain why money is stilled owed on your auto policy, and answer any questions you may haveWe are truly sorry that you have decided to cancel your auto insurance and membership; however, we greatly appreciate you bringing this situation to our attention as this provides us with the opportunity to review our internal processes and improve overall member serviceIf you are unable to contact Mr***, please do not hesitate to contact Regional Manager *** *** directly at *** ***

Our
understanding of the issue is that your Mercedes Chad not been driven
for a few months so you called The Auto Club for assistance where Independent
Service *** *** *** Towing & Recovery arrivedOnce you were able
to gain access into your vehicle the technician
tested your battery and
charging systemDuring the test you stated that you noticed that the
technician jump started the vehicle from the battery posts rather than from the
jump pointsThe results of the test indicated that your battery had zero cold
cranking amps and the voltage was at percentYou then opted to replace the
battery and the technician began to install a new batteryAfter the install
you noticed that your vehicle displayed a light on your dash referring to memory
lossOn March 16, you drove your vehicle to *** *** Mercedes BMW Mini
Specialist where they determined your rear SAM control needed to be replaced
You felt that the technician must have made an error during the service causing
the damage to your vehicleYou called The Auto Club to discuss this matter
where you were referred back to the Independent Service *** *** ***
Towing & RecoveryAs you were unable resolve the matter with Sea Country
Towing & Recovery, Mr*** *** attempted to mediate your concern
After a thorough investigation, Mr*** informed you that his findings
could not conclude *** *** Towing & Recovery responsible for the
damageYou then decided to reach out to the Revdex.com for assistance
In an attempt to address your concerns we asked Mr*** ***, Contract
Stations Relations Supervisor to contact you forthwith to discuss the matter
As you’re aware, he was able to make contact with you and went over your
concerns regarding your service and the Auto Clubs responsibility in this
matterThrough his own investigation he found the technician followed all
proper procedures including using a jump box that protects against reverse
polarity and using a KAM (Keep Alive Memory) unit to prevent further memory
lossAlthough the jump points were not used to jump start the vehicle, using
the battery posts were not determined to be the cause of the damage
Additionally, a certified master technician and multiple Mercedes Benz
specialists assessed the case however; they could not correlate the damage to
the service providedMr*** also referred to the battery invoice with your
signature acknowledging the technicians comments where he states memory and any
malfunction is the responsibility of the memberWe understand that you were
not pleased with the findings provided by Mr*** and you still feel that
The Auto Club is responsibleAs Mr*** told you, *** *** Towing
& Recovery is an independent business under contract with the Automobile
Club of Southern California to provide emergency roadside serviceAs an
independent contractor, *** *** Towing & Recovery is responsible for
its own actions and for those of its employeesWe have attempted to provide a
service to you, by mediating the difference of opinion between you and the
contract station as described in the membership guideWe appreciate your
years of membership and having taken the time to advise us of your experience
If we may be of further assistance to you, or should you wish to discuss this
matter further, please feel free to contact Mr*** *** at (714)
424-

Please accept our apologies for any frustration
you have experiencedOur agent submitted your application to our Underwriting
Management for review in effort to insure your propertyHowever, due to proximity
to brush adjacent to your home, Underwriting could not make an exception to
insure
your property. Regrettably, your property
cannot be insured by the Exchange at this time due to our underwriting
guidelinesWe appreciate your bringing this to our attention as this provides
us with the opportunity to review our internal processes and improve our overall
member serviceIf you have any questions, please contact *** *** at
***