Automobile Club of Southern California

Your request for
assistance indicates that the other party involved in the loss, who is also
insured with Auto Club, was responsible for the accident; however, since it was
determined by both representatives that there was shared responsibility in the
loss, you were only offered 50% of your
rental reimbursementYour concern
expressed that you felt you were not at fault for the loss and complete
reimbursement should be provided for your rental expenseWe are very sensitive
to our member’s needs and perspective and I assure you we make every effort to
promptly and fairly resolve their claimsPrior to receiving your inquiry from
the Revdex.com on February 3, 2016, claims management had reviewed
your rental bill and had made a decision to reimburse you in its entiretyThe
remainder of your entire reimbursement payment was submitted on February 2,
Should you have further questions or concerns, please contact Claims
Manager *** *** at ***

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

Initial Business Response /* (1000, 9, 2015/06/30) */
Mr*** booked a trip on 3/25/that included insurance purchased from Trafalgar, the travel vendorOn the same day, Mr*** signed forms accepting the travel insurance and indicated he had been either given a copy of the policy or the
website information where he can view the details of the policy's terms and conditionsThe same form also states that the Travel Agent is not an agent for the insurance carrier so any concerns or questions need to be directed to the carrier
At the time of cancellation, the travel agent had initially been advised by the travel vendor, Trafalgar, that there could be a refundHowever, they are also not agents of the insurance carrier and the carrier is not bound by any statements they make
The policy he purchased has specific covered reasons for cancellationWhen Mr*** completed the claim form, the reason he indicated for the cancellation was not a covered reasonIf you have any further questions, please contact *** *** Branch Manager, at (XXX) XXX-XXXX

With
regard to the inspection we completed on October 31, 2016, unfortunately, we
did not properly notify the inspector that the intent of the inspection was to
photograph the water inside your spaThe photos we received were inconclusive,
which resulted in further delays in the renewal process for your policyWe
spoke with you on November 29, 2016, and confirmed that your spa is filled with
waterWe are pleased we were able to subsequently offer renewal on your
homeowners policy for the 2016-term*** ***, we apologize again, on
behalf of the organization, for the frustration and inconvenience you have
experienced as a result of this matterWe wish to assure you that lapses in
member service of this nature are not indicative of the importance we place on
providing our member insureds with outstanding serviceAll of us at the Auto
Club constantly strive to meet the needs of our members and insuredsWe are
very disappointed that we failed to meet your expectationsWe do appreciate you bringing this matter to our attention as
this provides us with the opportunity to review our internal processes and
improve overall member serviceWe
value our members’ loyalty and take their questions and comments very
seriouslyIf you should
have any additional questions, we encourage you to please contact either *** *** *** ** *** *** ** *** *** *** ** *** ***

We are in receipt of your complaint sent to the Revdex.com regarding the driving school program rescheduling feeWe understand that during your conversation with a member of our call center management team, he was unable to point you to the area of the contract which explains the
timeframe in which a driving school student must obtain their permit and begin scheduling in-car lessonsPlease accept our apologies for this incidentAs clarified by the driving school supervisor that followed up with you on January 13, we do declare the timeframe in the contract and charge a rescheduling fee when a student has not obtained their permit by the date of the final examIn consideration of your years of membership and as a gesture of goodwill, we have waived the $rescheduling feeWe have also confirmed that the *** driving instructor, *** ***, has been in touch with you and scheduled ***’ first in-car lesson for February If you should have any questions, please feel free to contact *** *** at *** ***

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. Hi,Thank you for your response, I have resolved the issue with AAAThey gave me credit for my expenses, so I am satisfied with the resultI do not want to pursue my complaint any longerThanks again
Regards,
*** ***

A review of our
records reflects that you contacted the Automobile Club of Southern California
(Auto Club) on multiple occasions for your Honda Element, each time for a
dead batteryMost recently, on August 29, 2014, you contacted the Auto Club to
request a battery replacement
following test information provided to you by a
representative at a Honda Dealership which indicated that your AAA battery was
badA service technician from Classic Club Service, the independent service
provider dispatched to service your request, did not replace the battery as the
result of his own diagnostic test (which indicated that the battery was in good
condition and only required a charge)Additionally, you reported filing a
complaint regarding this matter with the Auto Club and were told by the
representative that someone would contact to you to further discuss your
concernsRegrettably, you received no follow up from an agentDue to outcome
of these events, you elected to purchase a new battery from a third party
vendor (Just Tires) on December 3, On behalf of our entire organization,
we would like to extend our sincerest apologies as we failed 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 have reviewed these events with all parties involved
and have taken the appropriate corrective actions in order to prevent any
recurrenceAs discussed with Mr*** *** on February 11, 2015, we are
sending a reimbursement check in the amount of $This amount represents
reimbursement for your annual membership dues, as well as for the amount paid
for a new batteryIf you have any questions, please contact Mr*** at
(800) 974-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'm not interested in excuses for bad business practicesYou should take notice that my insurance policies each have a $deductibleAs the adjuster *** and I discussed a standard policy from AAA would have either a $or $deductible for renter's insuranceI am not sure why there was a screw up from your agent, that they would have set this up with an outrageous deductibleAlso as *** and I discussed given her inability to do anything about the situation there was no reason to keep the claimI ask that you recognize my years of membership, and that the evidence points to this being a mistake by your agents, and honor my claim at a deductible that we can all actually believe I would have requested
Regards,
*** ***

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

I would like to withdraw my complaint please the issue was taken care of the same day he complaint was filed but later in he day.Please excuse all grammatical and spelling errorsSent from my iPhone
*** ***

Membership was cancelled for misconduct. Notice of the cancellation that was sent
included information of reason for cancellation*** *** sent in an appeal
which was reviewed and the appeal deniedThe response to the appeal notified
*** *** of the decision and again included
information of reasons for
cancellation

We have reviewed
your request for assistance from the Revdex.com (Revdex.com) regarding
your annual premiumWe thank you for allowing us the opportunity to review
your concerns and apologize for not meeting your expectationsClaims Manager
*** *** advises that he had the pleasure
of speaking with you on August 23rd
and 24th. It is our
understanding that Mr*** addressed your claim handling concerns and
answered questions regarding the adjustment in your Member’s Automobile Policy
annual premiumMr***, we thank you for your years of membership with
the Auto ClubPlease contact *** ***, at 661-291-*** if you have any other
questions or require additional assistance

We understand that on October 4, you
submitted your concerns to us via our online customer service site on AAA.com*** ***, member relations representative, investigated your request and responded
to you by email the following day*** *** apologized for the service delay
that
you experienced, and offered to remove the September 21, tow from
your entitlement record as a gesture of our goodwill to a valued year member
This exception allowed you a 5th service call for this current
membership yearYou utilized that additional call on October 8, We again apologize for
any inconvenience or concern this matter caused youYour request will be
reviewed with our dispatch staff to insure that all options were utilized in an
attempt to expedite service to youThe facility that responded to your
September 21, request is no longer affiliated with AAA, and we are
prospecting aggressively in and around the *** area for additional
qualified facilities to improve our response in this areaIf you have any questions, please contact
*** *** at *** *** ***

Our records support the fact that you initiated automobile
insurance coverage with the Interinsurance Exchange of the Automobile Club by
signing the application and supplying your payment to the writing agentThe
days of coverage were effective from 9-14-until cancelled for
non-payment
10-16-We show you contacted our member service center on 10-22-to
discuss being billed for coverageYou were advised by our representative that
coverage was provided and to cancel the policy back to inception, we needed
proof of duplicate coverage elsewhereSince that date, we have no record of
further contact or receiving proof of coverage covering the same period from
another insurance companyYour account was transferred and remains with
outside collection company ***We are still willing to accept proof of
duplicate coverage which can adjust the balance of $If you have any
questions, please contact *** *** *** at ***

We extend our
apologies for the frustration you experienced when you recently purchased a new
auto insurance policy from *** *** in our *** *** BranchIt 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 paymentsThe 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 optionThe expenses of
this option are both operational and administrative, including costs of
multiple billings, and the costs of related system controlsIn addition, our
agent failed to inform you about our first year cancelation feeIt 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*** ***,
Business Manager has discussed and handled your concernsHe has waived $
of earned premium, $for finance fees, and a late fee of $We are pleased
we were able to make this accommodation*** 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 miscommunicationIf you have any questions,
please contact *** at ***

You indicate *** Insurance has contacted you to secure a statement from you on this lossYou have indicated you do not want to discuss the accident with *** InsuranceFurthermore, you have no intention in filing any claim in this loss. The damage to your vehicle was a slight paint
transferWe have reached out to *** Insurance and informed them that all communication should be directed to us and that you wish not to speak to them directlyWe have the police report which is inconclusive. The other party and you have conflicting opinions as to which car collided with the other in heavy traffic. Regardless, we have coded you not at fault in this lossShould you have further questions or concerns, please contact *** *** ** ***

According
to our records, on February 25, 2016, you spoke with Mr*** ***,
Underwriting Manager, regarding the classification of your kitchen as “custom”
You provided current photos of your kitchen for his reviewUpon reviewing the
photos, Mr*** has agreed to reclassify
your kitchen as “semi-custom”He
advised you of his decision and made the change to your policy effective upon
your upcoming renewal of April 13, A Policy Change Declarations has been
mailed to you for that transactionUpon reviewing this matter further, we have
decided to backdate the reclassification of your kitchen to April 13, 2015,
which is the date it was originally changed from “semi-custom” to “custom”You
will receive a new Policy Change Declarations for this transaction within ten
business daysIf you have any questions, please contact either *** ***,
at *** ***, or *** *** at *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Delay in paying back the refundI phoned twice on behalf of my daughter and then went to the office in Chula Vista where I had to gain permission from my daughter by phone in order for me to ask if the refund check was sentThey assured me that the check was sentA week later my daughter still had not received the checkShe called them again (twice) and on the last call asked them to cancel the original check and issue another oneShe received the check weeks lateThe same process is happening with my refund check (which I still have not received)I called three times to check the status of my check and on all three occasions I was told that the check was issuedThe last time I asked to cancel the check and issue another one and on that same day left a message with *** *** whose answering message said that he will return my call that same dayThe only time he responded was when he received the complaint from Revdex.com more than a week laterOnly then was I informed by Mr*** that my refund check was sent which to this day November 30th I still have not received. The excuse that I did not provide evidence of my employment is nonsenseI left my business card and you can google meRegardless, when they asked me to obtain good standing referral for my daughter I supplied that evidence within a weekSurely I would have done the same for my employment status should they have askedThere was never a request to provide proof of employmentMore damaging is that the letter from the AAA underwriters extorting money from me never addressed the factThe excuse is facile and hides an illegal practice of extortionAAA Chula Vista clientele is mainly Latino and demographically less likely to be literateThis business practice has developed over the years and continues today and will continue in the future unless they are made to address this illegal POLICY
Regards,
*** ***

Our records indicate that you placed a
call to the Auto Club for Roadside Service on January 10, for your
Toyota CamryAt that time we dispatched our independent contractor, *** *** *** to provide assistanceThe service provider reported to the Auto
Club that their
technician arrived at your residence and then attempted to
start your vehicle without successAt your direction, two drivers from
*** *** and a neighbor then pushed your vehicle from a parking location
that was not your designated parking stall to your designated parking stallAs a result, you then
notified the Auto Club of your claim against *** *** of damage to your
vehicle battery and damage to your car’s left tower pillar panelIt is our
understanding that through your conversations with Mr*** ***, Contract Station
Supervisor, he assisted you by investigating your claim against *** ***
since the tow service owner had denied responsibility for your vehicle’s
current conditionAlthough the claim produced no evidence the damage was
caused by the actions of *** ***, the owner of *** *** provided
a goodwill offer of $to settle your complaint and the Auto Club also
provided a $gift card, for a total resolution of $On February, 5,
you accepted the resolution for the total amount of $and you signed
and returned to the Auto Club a Full Settlement Release for the $amount
of which you have already received $Enclosed is the check of a courtesy
refund of your membership dues in the amount of $and a copy of your
signed February 5, releasePlease note we consider the claim closed*** *** ***is an independent business under contract with the Automobile Club
of Southern California to provide emergency roadside service onlyAs an
independent contractor, the garage 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 stationIf we may be of further assistance, or should
you have any questions, please feel free to contact Mr*** *** at *** ***

Attn: *** ***, Revdex.comI never in my life had Car Insurance with AAA Automobile Club of Southern California that's why its so confusing to me why I have a bill for $dollars? I appreciate your assistance with this serious matter Thank you *** ***