Automobile Club of Southern California

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,
*** ***
It was not a misunderstanding when I purchased the policy in regards to traveling to Mexico The AAA employee explained that I would be cover in Mexico no matter whatI even called AAA again when my vehicle was stolen because of what they told me and I pretended to be a new customer needing a quote and they told me the same thing, that I would be cover in Mexico within miles of the border no matter whatI understand that they advise me that they will not cover me again if this happens again while in Mexico, but the problem I have that they sold me a policy that is not accurate as far as coverageOtherwise I would have never bought the policy because I know I go thereIt doesn't make any sense why are they backing out of it now

We contacted Mr***. He currently has a membership with the Automobile Club of Southern California (ACSC) and he carries insurance policies with AAA Northern California, Nevada & Utah (NCNU). Mr*** was provided a quote for insurance with ACSC and declined as he feels we are not more cost effective than his current carrier
The member also filed a Revdex.com complaint in Northern California and NCNU is addressing that complaint. ACSC feels we have addressed these matters and respectfully requests you close this Revdex.com complaint

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.It was determined that I will be staying with Northern California as far as my policy is concerned but none of my other desired outcomes were agreed to.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 meAAA has sent me the full amount of the out of pocket expense for the car rental. Regards,
*** ***

A review of our records reflects that on March 2, 2015, at
your request, your membership was enrolled in our Automatic Payment Plan, which
allowed you to save $on the annual membership due of $On January
14, 2016, we mailed you the renewal notice of your membership. Included
in the membership was information
which reflected your account ending in would be charged $on February
17, On February 4, 2016, you spoke to our representative and requested to
cancel the enrollment of your account in our Automated Payment PlanTo process
your request, we emailed you the required document to confirm the change to
your billing planUnfortunately, while we did receive the required signed
document, no changes were made on your membershipAs a result, on February 17,
2016, we debited your account $for the renewal of your membershipOn
February 17, 2016, you spoke to our representative regarding the pending amount
of $on your accountIn our review, we found that the enrollment of your
account in our Auto Payment Plan remained activeAs a result, we processed the
return of the $back to your account.
On February 22, 2016, our records reflect your account ending in
was credited $Please accept our
apologies for the difficulties you experienced when you contacted us to cancel
the Automatic Payment Plan on your membership account, and for the succeeding
interactions you experienced when you spoke to our representativesWe fully
investigated your concerns and we have taken the appropriate action to ensure
no further incidents of this nature recurRegarding your assessed overdraft
fees, please send a copy of your bank statement reflecting the credit back to
your account and the assessed overdraft fees to:
The Automobile Club of Southern California
Attention:
*** *** *** *** ***
** *** ***
*** *** ** ***
*
Upon receipt of the
qualifying documents, we will expedite the reimbursement of your assessed fees
Lastly, while we acknowledge the error and deeply regret the incident,
unfortunately, we are unable to accommodate your request for a complimentary
membershipIf you have any questions,
please contact *** *** ** *** ***

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,
*** ***

Your
last term of coverage with the Exchange was effective February 12, until
cancelled per your request December 12, We have included an itemized
statement that shows all payments made toward your term balance for your
reviewYour inquiry states you have some confusion as to whether your policy
had a balance due when you called and requested cancellation December 12,
Below we have outlined our communications with you, since your last payment of
$posted September 18, You contacted our Policy Management Group
(PMG) on October 15, and advised you had received a lower quote elsewhere
and wished to discuss your policyYou were advised that you may qualify for
the vehicle mileage discount and the good student discount (GSD)You stated
you would call back with the information to re-calculate your premiumYou
called back October 17, and provided us with the transcripts needed to add
the GSD for your son, ***, which you were informed this would apply a $
credit to your annual premiumOn November 26, 2014, you reached out to our PMG
department and provided the annual mileage for both the Lexus and the Honda
Based on the readings provided we advised no vehicle mileage credit could be
applied as readings were not accurateYou stated you would check the vehicles
and call backWe received another call in on December 2, where you asked
for a quote to replace Lexus with a Toyota CamryWe advised on that call
what the new annual premium would be adjusted to and that you still had not
made the payment we billed you in November and the policy was set to cancel
December 5, for non-payment and the call endedWe called you back to try
to save the policy an hour later, and you advised our save team representative
you would make the payment by December 4, Our records show you called our
PMG department December 3, (7:59pm) to request that we exclude your son,
***, from the policyWe advised the credit that would be applied to the
annual premium would be $176, but the policy was currently in danger of being
cancelledWe further explained the current balance due was $until
signed exclusion was received and processedThe minimum due to save the policy
with the signed exclusion would be $or $without signed exclusion
for *** being receivedYou stated you understood and the call endedThe next
day, December 4, 2014, after speaking with you, we received the faxed signed
exclusion and added the appropriate credit to your policy of $The credits
applied on your policy pushed back your cancel date and allowed a new adjusted
billing to be generated to youAt (11:13am) on December 12, you contacted
our PMG department and requested the policy be cancelled stating the premium
was too highAt (11:27am)That representative acknowledged your request then
transferred you to our save team who finalized your request and advised of the
balance still dueYour response was that you were informed there is no balance
due from the *** call which does not reflect in our recordsAttached you
will find the declaration pages as well documenting your requested changes and
the adjusted balances dueThe Exchange handled all your requests and billed
properly. The balance of $remains
valid and unpaid as of the writing of this letterPlease feel free to contact
*** *** ***, Collections Supervisor at ***

Mr***, thank you for bringing this to our attentionOur records indicate that on November 12, 2014, we received an address verification letter along with a note to cancel your membershipAt that time, we changed the address on your membership record to reflect the Florida address as your permanent address, and we mailed an AAA Transfer Notice to the Club in your area on December 12, 2014, which advised Auto Club South that you had relocated to their areaHowever, due to a processing error, your membership was not cancelled on November 12, Please accept our apology for this error and for any inconvenience causedOur records indicate that on December 19, 2014, we processed a request to cancel your membershipIt is very important that you destroy all plastic or paper cards in the same manner you would destroy a credit card, ensuring no one can use your card for servicesA refund check in the amount of $dues that you paid on November 11, is being issued and will arrive under separate coverIf we can be of further assistance, please contact Betsy Filhaber in the Membership Department at 1-714-850-and she will be happy to help you or answer any further questions that you may haveAdditionally, we have contacted Auto Club South in Tampa, Florida and they have advised us that your AAA membership was transferred into their Club on June 9, 2014; therefore, if you want to continue that membership you would need to pay your dues to their Club as your membership (No***) is pending

Again, our records show that your
renewal notice was mailed on November 6, 2015, along with new membership cards
for you and your adult associateWe also send a reminder notice, a delinquent
notice and a final billing statementWe received your payment in the amount of
$on March 16, 2016, which renewed membership for you with the Classic
level of service through December 24, We regret that we are unable to
comply with your request to change your expiration date to the date that your
payment was receivedOur membership policy does not permit membership
expiration dates to change from year to yearWe feel that we give our members
sufficient time in which to renew their membership by mailing the first renewal
notice days prior to their expiration dateIn addition, we continue to
provide Emergency Roadside Assistance and many other services to members after
expiration for a short period of time in anticipation of renewalIf you prefer
a new expiration date, we can establish a new membership with a new membership
number and a new expiration date, but retaining your longevity, upon payment of
our standard $new membership admission feeIf this is your preference,
please include a $payment in the enclosed envelope with a copy of our
initial response

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 debated even renewing membership which is why we waited to renew, but apparently my inital complaint wasn't clear enough There is absolutely no way I should be responsible to pay AAA another $to change the expiration date of our membershipI have three months of membership taken from me with this ridiculous policy, a policy that clearly rips off their customersI was not covered from the date my policy expired to the date I paid to renew a membership so how are you charging for a service not provided? If AAA wasn't in the business of making money it wouldn't still be around to have policies to make even more money, it is disappointing when we see the greed of organizations so clearly with policies like this Since we are a military family I will also be providing this complaint to the *** so they are aware of this policy, which can very much affect the military community due to relocations, deployments and the such I will be passing along for people to look further into their auto insurance policy since most provide the same service as AAA, with no extra cost over your insurance premium I would still like my membership date changed to cover us for the months we paid for.]
Regards,
*** ***

Our records indicate
that on August 6, 2016, you contacted the Automobile Club of Southern
California (Auto Club) requesting towing service for your Jeep Grand
CherokeeIn your letter, you indicated upon the service technician’s departure
with your vehicle, you were not provided a
receipt as a proof of serviceFurthermore,
you indicated being referred to the independent contract station to obtain a
copy of the receipt, only to be referred back to the Auto Club and instructed
to fill out a form requesting proof of serviceRegretfully, a proof of service
was not available immediately as it requires a form to be filled out and
processed; and as a result, this prompted you to file a complaint with the
Revdex.comPlease understand that the contract station was unable
to provide you with a receipt, as no money was exchanged due to the tow being
covered under your membership, which is why you were referred back to the Auto
Club to request said proof of serviceWhile we understand your request for
proof of service be sent immediately, we do have policies in place intended to
protect our member's information safeKeeping our members information safe is
of the utmost importance to the Auto Club and requiring the appropriate forms
be submitted assists with achieving this goalWe understand that you have
since filled out the appropriate form and that our ERS Administration
department has contacted you with said proof of serviceOn 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 experienceWhile we continue
to review our policies and procedures, please continue to submit a verification
of service request form when in need of proof of service, which can be located
on our website (AAA.com) under Membership FormsIt may be faxed in to (714)
885-or emailed to [email protected] you should have
any additional questions, please do not hesitate to contact my associate Mr
*** *** *** ** *** ***

Again,
our records indicate that you had an incident May, 21, and during the
handling of that claim, our Claims Service Representative explained to you our
policy does apply in Mexico as long as your travel to Mexico is not regular or
frequent, without regard to distance from the boarderBecause of your
misunderstanding we agreed to cover the theft lossHowever at that time we also
explained in the future any other claims that you may have in Mexico would not
be coveredFurther we advised you in order to be insured in Mexico you would
need to purchase a Mexico Insurance policy prior to entering Mexico from a
company selling Mexico InsuranceYour loss for June 23, has been denied because
your travel to Mexico falls under the definition of “regular and frequent”
travel which is excluded under your policy contractIf you have any questions,
we encourage you to contact claims manager, *** *** ** *** ***

We would like
to begin by extending our apologies for the frustration you experienced when
you purchased a new auto insurance policy from an agent in our *** ***
branch this past NovemberIt is our understanding that at the time you
purchased the new policy our agent may not have
clearly 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 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, advised that the Insurance Business
Manager in *** ***, *** ***, has contacted you and discussed
your concerns regarding this 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 charge assessed as part of our insurance payment
programIn regard to your question about the bill you received for $That
is not related to the finance chargeThat amount is what was billed as part of
the annual insurance premium for time that your policy was in force and not
covered by the $down payment you made last NovemberWe are sorry we are
unable to provide for your auto insurance needs at this timeHowever, we
greatly appreciate your years of loyal membership and hope to have the opportunity to serve your membership needs
again in the futureIf you have any other questions please contact *** *** directly at *** ***

A review of our
records reflects that on May 29, 2016, you contacted the Automobile Club of Southern
California (Auto Club) requesting that your Pontiac Grand Prix be
transported to a residence for repairThe service representative assisting you
processed your service request and
dispatched *** *** *** *** to
your locationUpon 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 declinedAs a result, this prompted you to file
a complaint with the Revdex.comIn your inquiry, you stated you
informed the telephone representative that you had purchased the vehicle in an
inoperable condition and were not told the service was not covered under the membership
A review of the call record showed that the telephone representative did not
have an opportunity to inform you of this service limitationIn regards to
your 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 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 membershipInformation
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 reviewed
your specific concerns with our management team for immediate review with all
parties involvedIf you have any additional questions, please do not hesitate
to contact *** *** *** ** *** ***

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 have not received my refund at allI have not received any phone calls of any kindAAA is the worse insurance company ever. According to the reports they don't make refunds to customers at all

It is our understanding that you met with sales agent *** *** *** on August 24, 2015, to purchase an auto policy for you and your daughter ***Both policies were bound with an effective date of August 25, After our underwriting department reviewed your daughter’s policy application,
***, it was discovered that she did not meet our underwriting gui***ines due to her driving recordA Notice of Cancellation was issued on September 2, 2015, advising that her policy was scheduled to cancel effective September 23, When your policy application, ***, was being processed, we learned of previously unknown activity on your driving record which generated a premium increaseAdditionally, the professional discount was removed from your policy due to not receiving the required documentation generating an added premium increase of $On October 21, 2015, a letter was generated by our underwriting department requesting to verify the information on your policy to be correct and whether or not you accepted the premium increaseThe letter also advised that an Exclusion of Designated Person Endorsement (***) was required for your daughter *** since our records indicated she was residing at the same resident addressYou contacted *** on October 28, 2015, requesting to cancel your auto policy advising that you purchased an auto policy with another carrierYour policy was cancelled and a refund check in the amount of $was issued on October 30, Mohmoud Bondugjie, Insurance Business Manager in our Chula Vista branch, spoke to you on November 25, 2015, to address your concernsYou advised him that you had not received your refund checkHe informed you that he would request to have your refund check reissued and mailed to *** *** *** ** *** ** *** per your requestIf you have any other questions or concerns, please contact *** ***, Business Development Manager, at ***

We conducted a thorough review of our records to understand what transpired with your insurance policiesIn our review, we found that we did not receive a renewal payment for your auto policy CAA***As a result, the policy was non-renewed effective February 12, Based on the non-renewal
of the policy, we mailed you your earned policyholder’s savings dividend of $Unfortunately, the refund check was mailed to your prior address of *** *** Avenue, Los Angeles CA, *** instead of your *** Avenue addressDue to the non-renewal of your auto policy, your renter policy no longer qualified to receive the multi-policy discount, and on April 4, 2014, this discount was eliminatedThis change increased your annual premium from $to $143.00. As a result, your policy increased by a prorated amount of $On April 7, 2014, we mailed you a bill for $due on April 27, The bill was mailed to *** *** Ave, Los Angeles CA, 90036. On May 5, 2014, when a payment was not received, your policy was assessed a $late fee, making your payment due $In addition, we mailed you a Notice of the Scheduled Cancellation of your policy effective May 22, On May 22, 2014, at 12:a.m., your renter’s policy cancelled for non-payment of premium dueLater this same day, we received your online payment of $On May 23, 2014, we mailed you a notice informing you the payment was received too late to reinstate the policyWe needed to speak to you to confirm the status of your property prior to reinstatement of your policyWhen we did not receive a call from you, your policy remained cancelled and resulted in our mailing you a refund check in the amount of $for the unearned premium based on the effective date of cancellationOn June 16, 2014, you spoke to our representative and requested to have your renter’s policy reinstatedUnfortunately, our representative processed the reinstatement incorrectlyAs a result your policy remained cancelledOn October 23, 2014, you spoke to our representative regarding the cancelled status of your renter’s insurance policy and the non-renewal of your auto policyIn a review of the history of both policies we found the refund of the policy dividend on the auto policy remained unclaimedAt your request, we ordered a new refund check for the auto policy’s unclaimed policy dividendThe new refund check for the policy dividend in the amount of $was mailed to your *** Avenue addressWe confirmed the refund we mailed you was deposited on November 5, During our October 23rd conversation, we found your renter’s policy was not reinstated back when you contacted us on June 16, To address our error we offered to have the policy reinstatedHowever, at your direction to keep the policy cancelled, no changes were madeInstead, per your request, we reissued a new refund check in the amount of $for the cancellation of the renter’s policy on May 22, We verified this check was deposited on November 5, In addition to the reissuance of the refund checks on the auto and renter’s policies, you requested to have your membership cancelledBased on your request, your membership 004-***-was cancelled effective October 23, Ms***-***, we would like to take the opportunity to clarify your concerns filed with the Revdex.com, wherein you requested the reinstatement of your insurance policyAs stated, we found the refunds we reissued for your auto and renter’s policies were both deposited on November 5, We would like to offer you two optionsThe first is to reinstate your renter policy without a lapse of coverage. To complete this, we will require a payment of $A second option would be to have a new renter insurance policy writtenWe have taken the liberty of enclosing a quote for a new renter insurance policy for your reviewTo proceed with either of these options, we require you to have a valid membershipAs mentioned, on October 23, 2014, you requested your membership to be cancelledPlease know that the Auto Club is a membership based organization that provides products and services to its members, such as auto, home, watercraft and personal liability insuranceWe welcome the opportunity to reinstate your insurance coverage but require you to reactivate your membershipPlease accept our apologies for our error of not having reinstated your renter policy when you spoke to our representative back in JuneWe fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recurMs***-***, we have made several attempts to contact you via telephone at ###-###-####Unfortunately, our attempts to speak to you directly were unsuccessfulPlease contact *** *** at ###-###-#### at your earliest convenience to clarify your request and to personally address any additional questions or concerns

In your complaint you express concern as to the coverage
decision reached on your claimYou reported the loss on August 20, and
advised that your home incurred water damage to your closet and ceiling that
was possibly from the roof or plumbingYour claim was assigned to Field
Property
Appraiser *** *** for handling*** *** *** was
assigned to determine the source of the leak and *** *** *** inspected
your residence*** *** *** inspected your residence on August 20,
and found no plumbing issues to your residenceThe water damage was
determined to be from a roof leak*** *** *** also inspected your
residence on the same dayThe inspection revealed a small amount of moisture
to the closet carpet and drywallThe closet wall and ceiling had signs of mold
growthOn August 21, 2015, Field Property Estimator *** *** inspected
the roofThere was no visible trauma to the roof in the area of the leak and
there appeared to be issues with the flashing and/or the valley causing the
leak*** *** initially advised that there would be no coverage for the
roof, however there would be coverage for the interior damagesUpon an
additional review of your claim, *** *** realized that the interior damage
was not covered by the policy and advised you of his error the same dayOn
September 11, 2015, Manager *** *** spoke with your regarding the
matter and explained the errorWe apologize for any misunderstanding that may
have occurred however the roof leak and interior damages are not covered by the
terms and conditions of the policy as they did not arise out of a covered
perilShould you have any additional questions or concerns, please do not
hesitate to contact Claims Manager, *** *** at *** ***

This is not a matter for the Automobile Club of Southern California (ACSC) to addressThis complaint has been previously forwarded to *** *** *** *** * *** ***. Please forward to correct company for handling

A
review of the file indicates we were contacted on September 25, 2017, and
informed of water damage at the interior of the subject property, from a source
unknown to you at the timeWe 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 potentially suspect plumbing systemsAn
inspection was completed on September 27, 2017, and it was unfortunately
determined the damage would not be covered by your policy with the Exchange due
to continuous or repeated seepage of waterA decline letter was sent for your
records