Automobile Club of Southern California

We
understand that you requested a quote for auto insurance in our *** branch
We apologize if you perceived for any reason the service you received was unacceptable
That is not how we strive to provide legendary serviceWe also apologize for
any miscommunication and inconvenience you
experienced during this processPer
our underwriting guidelines it is the requirement to have a primary address
listed for our insuredsWhen a new policy is written we have a seven day
window to provide this information to an underwriterBecause that information
was not received within that time is why you received the cancellation email
from our underwritersIt is our understanding that since your correct and
complete address was not received that your policy has been canceled and a full
refund issuedIf you have any questions or concerns please contact *** *** at
***

A review of our
records reflects that on May 31, 2015, you contacted the Auto Club to request
battery service for your vehicleIn your inquiry, you noted significant delays
in our arrival, and that ultimately you were unable to obtain assistanceRegrettably,
heavier than service
volumes caused our technician to arrive later than
our estimated arrival timeFor this, please accept our sincere apologyFollowing
a detailed review of your service record, we found that the service technician
initially dispatched was unsuccessful in starting your vehicleIn an effort to
remedy the situation, the technician offered to tow the vehicle, but you
declinedA second call was then issued to again attempt to start the vehicle,
but at your request, this call was cancelled prior to the technician’s arrival
You also noted in your complaint that
AAA failed to respond to your concerns in writingHowever, we did confirm that
after receiving your letter on June 5, our representative spoke with you by
phone on June 11, and later sent you a letter regarding your service
experienceWe extend our sincerest apologies to you as we were unable to
provide you with a totally satisfying member experienceAs discussed with *** *** *** on September 1, 2015, we are unable to make reimbursement of your
storage feesAs a goodwill gesture, an offer was made to remove the service
call from your record and to reimburse you for a portion of your annual
membership duesAccording to *** ***, you declined both offersWe regret
that we were unable to reach a mutually satisfactory resolution to your
concernsIf 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 am not satisfied with this resolution for your offices tried to contact me aftrer the complaint was filed in attempt to cover up your errorAs stated before, I was offered two memberships for the price of oneI reached out to the representative that helped me and your call center several times before sending this complaintMy dear friend received her membership card almost two months after the date of purchaseI requested to be upgraded for the inconvenience but instead of answering my request I received this notice you provided to Revdex.com as if you did me a favorI have *** roadside assistance and really didn't need AAA autoThis service is by far the worst I have experience, and I would appreciate it if my account would be upgraded for time wasted Please reply to this email only
Regards,
*** ***

With regard to your comprehensive
deductible increasing from $to $250, we have implemented an auto product
change for all policies effective or renewing on or after August 1, Specifically,
we have eliminated the $0, $50, and $deductible options for all Exchange
insuredsThe
$deductible is now the new minimum deductible available to
insuredsDetailed information regarding this change is located on the document
titled “What You Need to Know About Your Auto Policy Renewal”, which was included with the latest Renewal Declarations
mailed to you on January 15, In your inquiry, you also mention the
processing delay when adding your travel trailer to your policyPer our
Underwriting Guidelines, in order to add a travel trailer to a policy, we first
need to either complete an inspection or obtain a dealer’s purchase order and
itemized invoice in lieu of completing the inspectionWe did not receive the
purchase order or complete the inspection in a timely manner, and
unfortunately, that delayed the processing of the Amendment Order and upcoming
renewalLastly, with regard to the rental coverage on your Hyundai
Elantra, you indicated you had requested the same coverage on that vehicle as
your other vehicles; however, at that time, some of your insured vehicles had
rental coverage and some did notIn researching the transaction, we found the
Service Representative documented that you declined rental coverage on the
HyundaiWe would like to take this opportunity to apologize for any
inconvenience or frustration you experienced because of these occurrencesWe wish to
assure you that lapses of this nature are not indicative of the importance we
place on providing our member insureds with outstanding service
If you should have any questions, please contact *** ***, 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
No solution has been provided, I am complaining precisely because of your denial to cover this claimYour answer is no differentfrom before, so what are you willing to do to resolve this matter?
Regards,
*** ***

You wrote to us
because you believed that three times, the Automobile Club of Southern
California had transferred your mother’s membership from AAA Northeast
(Massachusetts) to the Automobile Club of Southern California without
permissionThe first two times, you had to call and have your
mother’s
membership transferred back to AAA MassachusettsYou have requested that we
transfer your mother’s membership back to AAA Northeast, and that we take steps
to ensure that her membership is not moved again without your written
permissionMr***, our records show that we did receive three separate
requests from AAA Northeast, to transfer your mother’s membership to the
Automobile Club of Southern CaliforniaThe first request was received on
October 15, 2013, the second request was received on September 25, 2014, and
the third request was received on November 25, Our records indicated that
each transfer request that was received from AAA Northeast for your mother
referenced a different address in Southern CaliforniaWhen we receive a
transfer request, a membership is established for the member, and a membership
card is mailed to the address on recordWhen we received the transfer request
for your mother on November 25, 2015, a membership (***) was
established for her and a membership card and Club Information was mailed to
the address on record (*** *** *** *** *** *** *** *** ** ***);
however, no dues were collected by our Club since her membership dues had
already been paid to AAA NortheastAfter we received your letter dated January
24, 2016, we contacted the Membership Department of AAA Northeast and spoke
with a representative regarding the three transfer notices that we had received
from them for your mother because of her change of addressesThe
representative said that their records indicated that they had received all the
change of addresses from the Postal ServiceWhen we were speaking to the
representative at AAA Northeast, we explained that Ms*** does not live in
California, but still resides in ***, MassachusettsThe representative
said that she would correct the address on your mother’s membership record, and
that she would contact you regarding what changes needed to be in place to
prevent a transfer of your mother’s membership from re-occurring againIf you
have any questions, please contact *** *** ** ***

Again, this membership was cancelled for misconductNotice of the cancellation that was sent also included information of reason for cancellation*** *** sent in an appeal which was reviewed and the appeal was deniedThe response to the appeal notified *** *** of the decision and again included information of reasons for cancellation

We understand
that a conversation took place between yourself and Sales Agent *** ***
with regards to your auto policy renewal premium dated August 26th,
2015, which was mailed to you mid July We can assure you that our agents
would never advise someone to not pay their insurance
bills especially if a
member is within their policy termIt has always been our goal for our members
to maintain their insurance at all timesWe can confirm that on August 27th,
your renewal payment processed from your debit card via our auto pay
system signifying that you were renewing the policyIt was indicated on your
renewal bill that the auto pay was still active on your accountWhen a member
signed up for automatic payments, they have to make a request to an Automobile
Club employee to non-renew or cancel their insurance policyWe also note that
in your letter you state that you obtained insurance from Mercury on November
17th, Therefore, from August 26, until November 17th,
we were providing you with insurance coverageCoincidentally your policy
with us cancelled due to non-payment on November 17, The balance of
$is for insurance provided from August through November 17, We
assure you that both Sales Agent *** *** and Insurance Business Manager
Ian Lewis have reached out to you to try resolve this issueOur Business
Development Manager, *** *** has also attempted to reach out to you to
discuss this matterIf you have any questions or concerns, please contact,
Regional Manager *** *** directly at
714-424-***

My complaint has been resolved with the Auto Club.Thank you for your help.*** ***Sent from my iPad

We understand
you spoke with Claims Manager, *** *** on Thursday, February 9,
regarding the settlement of the claim involving your MazdaWe apologize
for the lack of communication and are happy to hear that you have received the
paymentIf you have any additional questions or
concerns, please feel free to
contact *** *** at (310) 217-

It is our
understanding that *** *** has investigated and reviewed the issues that were
brought to our attentionContact was made with *** *** ***s and your
concerns regarding the broken car door handle were addressedWe confirmed that
the handle was replaced and installed by *** *** *** *** *** on
February 4, We also informed you that this service call has been removed
from your member usage history and will not count against your annual allotment
of service callsWe encourage you to please contact *** *** at *** *** with any further questions

Initial Business Response /* (1000, 8, 2016/08/03) */
We contacted the member, offered apologies and advised that we are processing a refundWe will take steps to prevent a recurrencePlease close case
Initial Consumer Rebuttal /* (2000, 11, 2016/08/11) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
AAA reimbursed our family the extra cost for the resort fee and also the room upgrade that we requested due to construction once we arrived to our destination*** was very prompt and kept us informed moving forward

A review of our records reflects that on December 8, 2015,
at your request, we changed your due date from being due on the 10th
to being due on the 25th of each monthAs a result, on March 4,
2016, we mailed you the renewal of your auto policy effective April 10, 2016,
reflecting a minimum
payment of $289.54, due by April 25, Further review
of your policy reflected the policy was enrolled in our month installment
planOn May 14, 2016, we mailed your bill for $due on May 25, On
May 27, 2016, you spoke to our representative and requested to have your policy
enrolled in our month installment planUpon processing your request to add
in an additional installment to the billing cycle, the due date was
inadvertently changed back to being due on the 10th of each month
instead of continuing with your preferred date of the 25th of the
monthPlease accept our apologies for the change in the due date on your
policy and for the lack of follow up call to inform you of the new due date Be assured that such occurrences are not our
usual and customary way of conducting businessAt this time, your preferred
due date of the 25th of the month has been restoredIf you have any questions,
please contact *** *** ** *** ***

Please accept our apologies for any misunderstanding regarding the
request we received to cancel your homeowner insurance policyBe assured that
occurrences such as these are not our usual and customary way of conducting
businessAgain, I apologize for the frustration you experiencedAs a
follow up to your telephone conversation with my associate *** ***, your
homeowner policy *** was cancelled effective June 12, 2017, and your
refund was mailed to your updated addressBased on the policy’s cancellation
we mailed you a refund check in the amount of $on June 21, for the
unearned premium on the policyIf you should have any additional questions,
please do not hesitate 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
Regards,
*** ***

Again, our agent ordered your
motor vehicle record (MVR) and upon review, found a chargeable traffic
violation which he discussed with youMr*** explained that since the
Department of Motor Vehicles (DMV) had not yet removed the violation from your
record, the ticket had to be charged to your policyMr*** then
continued to write the policy and bound it for an effective date of November
20, On March 14, 2016, you spoke with *** ***, Insurance
Business Manager, regarding your policyMs*** ran your MVR report
again, with an effective date of March 14, 2016, and found the traffic
violation still on your recordMs*** explained that since the
ticket had not been dismissed it is still chargeable to your policyMs***
advised you to contact the traffic school you attendedMs*** also
stated that the Auto Club will gladly prorate your auto policy once the
violation is removed from your recordShould you have any questions, we
encourage you to please contact*** *** at *** ext***

Unfortunately, we are unable to disregard the chargeable
suspension on her MVR for ***All automobile insurance policies are rated in
strict compliance with our current rating plan filed with the California
Department of Insurance (CDI)We cannot implement a rating plan or make
modifications to it without first obtaining the approval of the CDIThat is,
we must apply it in a fair and equitable manner to all insureds and charge the
exact premium calculated in compliance with our planThe California Insurance
Code directs that our rating plan must take into consideration three mandatory
rating factors that are responsible for a substantial portion of the premium
totalThese factors are the drivers’ Motor Vehicle Record (MVR) for the past
three years, the number of miles the insured vehicle is driven annually and the
driver’s number of years of driving experienceOn March 10, 2016, you spoke to
our representative regarding *** not receiving the Good Driver Discount (GDD)
Our representative explained that the GDD is applied when a driver has had no
chargeable citations or at-fault accidents and has been continuously licensed
for the past yearsIn a review of ***’s MVR, we confirmed that her license
was reinstated on May 23, As such, when we offered the renewal of the
policy, *** did not have consecutive years of having been licensed and thus,
did not qualify to receive the GDDIf
you have any questions, we encourage you to please 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
That respond is not a resolution, the person I spoke is *** a branch managerSo they continue to lieand I simple acknowledgment of their misrepresentation is not good enough*** refused to return the finance chargesmy husband and I have asked they return in more then one occasionAlso, my husband also called and spoke to *** not anyone else so I don't know what regional manager they are referring to.
Regards,
*** ***

Our records reflect that on January
21, 2013, you contacted the Automobile Club of Southern California (Auto Club)
and purchased a AAA battery for your Lexus ISSince the purchase, you
have contacted the Auto Club on multiple occasions requesting assistance due to
your AAA battery
not starting your vehicle, with the battery finally being
replaced under pro-rated warranty on February 10, at a cost of $In
your inquiry, you were concerned with how the pro-rated charge is calculated,
that your AAA battery was not replaced during the free replacement period, and
that Auto Club staff did not do more to ensure you were not charged a pro-rated
fee for battery replacementPlease be advised that the pro-rated cost is
calculated using the cost of the original battery ($111.00) divided by
months (month free replacement warranty and the additional month prorated
warranty) which is $and multiplied by the total months that the battery
was used (months) plus tax (8%) for a total of $In regards to your
concern that the battery was not replaced sooner, regrettably our investigation
concluded that the battery service technician from *** *** failed to
replace your AAA battery during the free replacement period on December 16,
when the battery test came back as having a bad cellIn addition, Auto
Club staff failed to verify your previous battery test results on February 10,
which would have allowed for an exception to be made to replace the AAA
battery outside the free replacement period, as the previous test results
indicated that the battery should have been replacedBased on your experience,
we have reviewed these concerns with all parties involved. *** *** management has provided
coaching to their battery service technicians regarding battery warranty and
the correct procedures when testing and replacing batteriesTheir battery
technicians have received additional training and were counseled on correct
Auto Club battery replacement policy in order to avoid a recurrenceIn
addition, our office staff has been counseled on the importance of verifying
previous battery test results in order to resolve live battery warranty
concerns of this nature in the futureVerifying this information over the
phone would have resulted in your not incurring a charge to replace your AAA
batteryOn behalf of our entire organization, we extend our sincere apologies
as we failed to provide you with a totally satisfying member experienceAs
discussed with Ms*** *** on February 17, 2016, we are providing a
reimbursement check in the amount of $61.60, which represents the cost you
incurred to replace the AAA battery on February 10, In addition, the
battery service calls in question have been removed from your current
membership usage periodIf you have any questions, please contact *** ***
at *** ***

Again, documented policy notes reference your knowledge of the premium increase and that the short-rate fee was discussed. Also, on 8-29-2015, you contacted our Policy Management Group and spoke with an Insurance Services agent and the short rate fee was again discussedWe did send a request to our underwriting department requesting to backdate the cancellation of your policy to August 29, 2015. If this change generates a credit to you, an additional refund check will be mailedIf you have any questions, we encourage you to contact *** ***, Business Development Manager, directly at 760-***