Automobile Club of Southern California

We contacted the member on 7/27/and apologized for the difference in the phone quote vs the quote the battery technician provided upon arrivalWe did provide an accurate quote of $for the price of the new batteryWhen the service provider arrived, we discovered the member's Jeep
Grand Cherokee battery is located in an unusual location (under the right front seat) which requires additional labor charged at $by the battery service providerPlease close case

It
is our understanding that on 8-26-2014, you spoke with our agent, Mr*** ***, who assisted you with the purchase of an auto insurance policySeveral
weeks later, however, a notice from our Premium Accounting Department was sent
to you, informing you that you were being charged a late fee
for non-payment of
your auto policyYou then requested that the late fee be waived since you
advised our representative that you enrolled in our AutoPay system, and that
the installment should have been received automaticallyDue to our error, your
request was granted and you were not penalized a late feeRegrettably,
however, this problem occurred a second time in the succeeding month, prompting
you to then cancel your auto insurance policy with usConsequently, you were
charged an early cancellation fee for cancelling your policy short of term*** ***, Insurance Business Manager, spoke with you regarding your early cancellation
fee and service concernsHe explained that we decided to honor your request,
and issue you a full refund of your early cancellation fee in the amount of
$63.00, which processed on 2-05-Mr*** also apologized for your many
inconveniences throughout this situation, and for our agent’s errorWe are
pleased we were able to make this accommodation regarding your early
cancellation fee, and hope you find this resolution agreeableShould you have
any questions, please contact *** *** at 866-714-Ext***

We
extend our apologies for the frustration you experienced when you purchased an
automobile insurance policy from an agent in our *** branch last yearIt
is our understanding that at the time you purchased your new 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 additional
expenses are both operational and administrative; including costs of multiple
billings and the costs of related system controlsIt 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*** ***, Regional Manager, has contacted you
and your husband *** to discuss your concerns regarding the finance charge
included with your insurance paymentPlease accept our sincere apologies for
any miscommunication and allow us to assure you that it was not our agent’s
intention to mislead you in any way regarding the finance charges assessed as
part of our insurance payment programRegarding the increase to your
homeowner’s policy, the age of a home is one category used when determining the
amount of the premium. We are sorry that
you are unhappy with our insurance premiumsIf you should have any questions,
please contact *** *** 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
I never received a letter stating that the washer and dryer were not in complianceIf they could provide me a copy of the letter since nothing was ever mailed outAlso they had previously insured the home for the past years with out this being an issue.
Regards,
*** ***

Hello, AAA has reimbursed the amount in question, I would like to cancel this complaint (complaint #***). Thanks,*** Hello, AAA has reimbursed the amount in question, I would like to cancel this complaint (complaint #***). Thanks,***

Revdex.com (attention: *** **)
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
Please advise me of the date of the letter from *** *** and when same was mailed to me. In addition, hen I can expect to receive said check in the amount of $
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
I appreciate the business responding, but I have a few additional actions I would like from the business before accepting their response. The information I submitted to AAA was correct. It asked what age I was licensed (17) and when it was added to the quote it was listed as (instead of 2006) since I was born in (+ is 2005). I got my license when I was about and a half which explains why the year is wrong. It was not as detailed in AAA's response. Also, I never "reviewed this change" with Mr***. When I received my bill I informed him that it was wrong and he told me he would get it corrected (credit my account). He did not give me an explaination for the increased charge and it took him about two months to credit me the difference (I have the chain of emails from him to support these statements). I never provided Mr*** the State Farm policy information until after I was provided the quote. This quote was based purely on information I inputted online and gave to Mr*** (square footage, floor type, roof type, etc.). Also, the State Farm Coverage A was LESS than what AAA gave me originally (State Farm was $206,while AAA original quote was $221,000). I'm not satisfied with AAA's response that my quote was based on State FarmAlso, I have an email from Mr*** stating that he did an incorrect calculation when calculating coverage A...so I'd like for AAA to confirm what exactly happened and how it will be fixed in the future (so other customers don't have to deal with the same issue). I would like the following completed before I accept AAA's responseAAA double charged me for my home insurance. I paid $on 2/26/and then AAA debited $out my mortgage escrow account on 4/6/2015. I talked to Chase and they said I would need AAA to fix the issue. AAA needs to deposit the $back into my escrow accountAAA never explained or apologized for taking over two months to fix the previously described issues. I would like AAA to give me an explanation why it took so long for the issues to be resolved. Mr*** was first contacted in late January (I have email evidence). Mr*** stated several times that the issue would be fixed "soon" but it never was fixed as promised. It was only until Ms*** was involved that things started to move (although it was still a slow process). I have a chain of about emails showing the discussion I had with Mr*** and Ms*** to get this fixed. AAA needs to credit my account for the time I had double coverage of home and auto insurance. Mr*** told me that he could cancel both my home and auto insurance but it was never done (I talked to my State Farm agent and AAA never contacted State Farm). Per my State Farm agent, it is common for insurance companies to call to cancel...the cancelling insurance company will just contact the customer to confirm that the insurance should be cancelled. I sent Ms*** on 4/15/a signed statement from State Farm stating the date the insurance was cancelled and still have not heard anything from her. I would like for AAA to confirm how the Home insurance was miscalculated. I have two different explainations from AAA and I would like to hear the correct explanation. I don't understand how the quoting process can allow for such a large discrepancy in price when the quote is purely based on the facts of the home (which I all provided online and to Mr***). There should be better controls on the quoting process.
Regards,
*** ***

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
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.The issue been sent to the department of insurance , State of California, and they are going to take care of my automobile insurance , issue, I am not interested to receiveany respond from the AAA insurance company, thank you
Regards,
*** ***

Response is to attorney representing complainantWe are responding to an inquiry that we recently received
from the Revdex.com regarding the claim involving your client’s
rental expenseWe
understand your office has spoken to Andrew ***, Team Manager at our Costa
Mesa Claims
CenterAs you are aware, the combined property damage to all
parties exceeds our insured’s policy limits of $10,Normally this would
result in pro-rated offers to all parties involvedHowever, Mr*** has
spoken to Allstate and the Huntington Beach Wetlands Conservancy and both have
expressed a willingness to accept a smaller percentage of their damages so that
Mr*** can receive a larger percent of his rental expense, which may
include reimbursement in fullAt this time Mr***’s vehicle is still
under repair with an anticipated completion date of November 26, Since
the final rental expense is not known, we are unable to present final figures
to the other claimants until we know the full extent of all costsMr***,
we regret any inconvenience this loss may have caused your client and we
appreciate the opportunity to address his concernsOnce your client’s rental
expense has been finalized, please contact Mr*** at (714) 435-so
that he may work towards a final property damage resolution

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
Regards,
*** ***

On April 20, 2016, you purchased automobile
insurance policy, ***, over the phone from sales agent, *** ***. *** *** quoted you an annual premium of $1,790,
which you paid in full at time of new business, and bound the policy for an
effective date of April 21, After
*** *** sent you policy documents for
signature, it was discovered that the automobile insurance policy was written using
the address of your home in escrow rather than your current residential address
*** *** updated your policy with the correct address, which changed your
annual premium to $1,On April 28, you spoke with *** *** and informed
him you wanted to cancel your automobile insurance policy. *** *** then transferred you to our Policy
Management Group (PMG) to process your requestThe PMG representative
cancelled your policy for an effective date of April 28, 2016, and explained to
you that there would be a fee for cancelling within the first year in the
amount of $Then on May 4, 2016, you spoke with *** ***, Insurance
Business Manager, regarding your policy*** *** agreed to waive the
cancellation fee of $as well as issue you a refund for unearned premium in
the amount of $1,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 way. Our
goal is to ensure that our members are provided with the highest quality of
service and that their expectations are met whenever possibleIf you have any
questions, please contact *** *** ***, Insurance Business Manager, in our
Direct Sales organization 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
They got the numbers wrongMy premium did in fact double after talking to the man who told me I was lying about my marital status*** *** told me over the phone to lie, so of course there would be no email record of itMost of my communications we're over the phone with AAAI keep calling on a weekly basis and someone always says they will call me back, and than never doI'm taking this to court in order to get my money backAAA led me through a loop of people, and purposefully placed me in situations fully knowing my premium would rise as a resultIt's similar to what *** *** is doing by opening new accounts for customers without their knowledge of itThis is almost exactly what AAA is doing, and to deny any wrong doing is unbelievableI'm reaching out to other AAA customers who have had a similar experience, and am shocked at the amount of customers who feel the same way I doAll from southern CaliforniaThis doesn't sound like a coincidence to me
Regards,
*** ***

Our
records indicate that on November 10, 2017, you purchased an auto insurance
policy from Sales Agent Mr*** ***On November 13, 2017, you left a
voice message for Mr*** requesting your policy be cancelled. Mr*** returned your call to answer any
questions and
assist youYou explained to him that you wished to remain with
your prior insurance company due to the cost of insuring your son with the
Exchange if you chose not to exclude him from coverageMr*** explained
that a copy of the declarations page for your new policy with your prior
carrier was required to cancel the policy and process a refundMr***
received a copy of the declarations page from you which showed coverage
effective November 13, 2017, with your prior insurance companyMr*** then
called you the following day advising that he would cancel your Exchange policy
effective November 13, 2017, and that you would only be charged premium for the
three days you were covered under the Exchange policy. He also explained that the cancellation fee would
be waivedA refund was mailed to you on December 8, An additional refund
and mailed to you on December 12, 2017, for the cancellation feeIf you have
any questions or concerns please contact Mr*** ***, Insurance Business
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,
*** ***

We extend our
apologies for the frustration you experienced with the insurance staff in our
*** branchIt is our understanding you attempted to contact us several
times to inquire about your auto insurance policy and your calls have not been
returned in a timely mannerPlease be assured
these delays do not meet our
corporate standards as we strive to provide our members and insureds with
products and service of the highest possible quality at all times*** ***,
Insurance Business Manager in the *** Branch, has spoken with you regarding
your customer service concernsHe will personally provide additional coaching
to his employees ensuring these service failures are rectifiedIf you have any
questions or concerns, please contact *** *** at ***

I am hearing disabled and do not use the phone. Please direct this to the attention of Ms*** **. I received a full refund a few days ago and consider this complaint closed. It is unfortunate after living outside of California for over years that the Automobile Club of Southern
California made the decision to transfer my long standing membership to another state. Now my parents graves are my only reminder of my years in San Diego. It is unfortunate that they would not respond without your involvement. Please accept my thanks for all you do, ***Only a Biker understands why a Dog hangs his head out of a Car Window

Ms
*** *** held Automobile Club of Southern California (“ACSC”) Membership
*** and her son, *** ***, was a Dependent under this
membership. *** *** engaged in membership abuse by holding a
membership in ACSC and then intentionally running up excessive fuel
service
charges within the neighboring territory of ACSC’s sister club, AAA Northern
California Nevada and Utah (“AAA NCNU”), which is a separate and distinct auto
club from ACSC. When an ACSC member or associate member incurs charges in
a neighboring club, that club will turn around and bill those charges back to
ACSC. A member is entitled to only up to four emergency fuel requests per
membership year *** *** used his membership to wrongfully obtain fuel
deliveries from AAA NCNU, which in turn passed along these charges to ACSC.
Mr*** made eighteen (18) requests for fuel delivery from 05/22/through
08/02/2012, e.g., at a rate of almost six fuels delivery calls per month---even
though he knew he was entitled to, at most, four emergency fuel calls per year!
AAA NCNU’s dispatch supervisor alerted ACSC to these excessive fuel service
requests from *** ***.
Before
the decision to cancel Mr***’s membership for abuse, ACSC membership
investigated and it was determined that *** *** had received fuel
delivery services The calls were all for a Green Ford F-Calls
were made to Tourmaline Street, Lake Havasu City, AZ and various
other locations around Lake Havasu City and service provided by Steve’s
Automotive (Station 332). Listed below are the service orders and dates
Mr*** member requested and received fuel delivery service:
MAY
May
22, ***
May
24, ***
JUNE
June
22, ***
June
25, ***
June
27, ***
June
27, ***
June
29, ***
JULY
July
01, ***
July
04, ***
July
15, ***
July
17, ***
July
19, ***
July
21, ***
July
24, ***
July
26, ***
July
28, ***
July
29, *** (service refused)
Mr
*** was told he had far exceeded his annual service calls and that AAA NCNU
would not deliver any more fuel calls to him. However, despite being so
advised, on Friday August 3, 2012, Mr*** willfully put in yet another
service order for fuel delivery On a phone call to AAA NCNU, Mr***
told the dispatcher"this is the easiest way I know to get gas."
ACSC personnel worked with AAA NCNU in the investigation of this
matter. AAA NCNU advised that it was NOT going to respond to additional
service calls until the membership either pays the service charges for these
excessive and improper (non-emergency) fuel requests or the membership is cancelled
ACSC
Membership contacted member *** *** on 07/31/regarding the fuel
service charges that her Dependent on her account, *** *** had incurred
She was advised that she needed to remove the Mr*** as Dependent
from the membership and would need to pay for the charges. Ms***
refused to pay for the service
charges
Instead, she attempted to dispute with AAA NCNU the fuel service orders
that Mr*** had wrongfully incurred
ACSC
investigation established that *** ***, Dependent under *** ***’s
membership, had abused his ERS membership. *** ***, as the Primary
Member, was responsible for the activity of all Dependents on her membership
She refused to take steps to either remove Mr*** as a Dependent or to pay
for any of the wrongfully incurred fuel service charges. Ms***’s
membership was cancelled accordingly and she was billed for the improper
charges in accord with the terms and conditions of her membership, which
provide that may seek reimbursement from a primary member for roadside
assistance services fraudulently or wrongfully obtained by the primary or
associate memberPrimary members are responsible for the conduct and the
service demands of their associate members.
We
trust the foregoing adequately responds to the concerns raised by this
consumer

It is our understanding that on March 17,
2015, you called our Policy Management Group (PMG) in effort to upgrade your
membership with usHowever at that time, our PMG representative, Mr***
***, informed you that since you requested a service from our Emergency
Roadside Service team
on January 13, 2015, you did not qualify for our Membership PlusHe advised you that in
order to upgrade your membership there is a ninety day period in which no
service calls can be madePlease accept our sincere apologies for the
frustration this situation may have caused youUnfortunately, when you called
to renew your membership on December 9, 2014, our agent, *** *** ***,
never informed you of our membership upgrade guidelinesNevertheless, be
assured that your membership has been upgraded to Membership Plus, effective March 18, 2015, at no additional cost to
you, and that occurrences such as these are not our usual and customary way of
conducting businessFurthermore, your concerns have been fully investigated
and appropriate action was taken to help ensure no further incidents of this
nature occur in the futureIf you have any questions, please contact *** *** at ***

Your request for assistance indicates that
you require a letter from us confirming that our policyholder was not insured
for this lossUnfortunately, in some cases such as this one, further
investigation is necessary to make a determination of coverageWe certainly
understand awaiting the
outcome can be frustratingWe understand that Mr***
*** provide an update on the issues involvedPlease understand we have completed
our investigation and regrettably, there is no coverage for this loss under Ms
*** automobile policyConfirmation of our decision has been e mailed to
youAdditionally, written confirmation has been mailed to your residence under
separate coverFurthermore, our claims team has notified *** of our decision
and sent written confirmation of the same
Should you have further questions or concerns, please contact Claims Manager ***
*** at ***