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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550771, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
Regards,
[redacted]

We are acknowledging receipt of the complaint file with your office and have assigned the file to a consultant for review.

Spoke to the member she was not aware of the different memberships that we have.I informed her of the Classic, Plus and Premier.She was not familiar of the coverage that each of the membership products offer.I offered to send her the information by mail and also informed her that she could find the...

information on the AAA website.Ms. [redacted] purchased the membership last year on-line, joined 11/03/2017.I offered to remove (2) calls from her record that happened in December as a courtesy.She had used (3) of her possible (4) calls.Member was not aware that there was a limit on the calls that she could use.Ms. [redacted] was not aware that she would have to pay for any over mileage after 5 miles at a rate of $4 per mile. I mailed her a copy of the membership brochure.

Good Day and thank you for the opportunity to respond to the member’s concerns. We understand she is seeking an immediate refund from the cancellation of her Automobile and Homeowners Insurance Policies. We have reviewed both the Automobile and Homeowners Insurance Policy; the refund request...

was completed on 08/09/16. During our review of the file, her agent advised that no return date was given regarding the receipt of the refund to the member. The member was informed that the cancellation process would take longer than normal as she had a scheduled deduction that was already set for withdrawal from her account. The member did speak with the office manager who advised her it could take up to 12 days to process her refund. Since this is an Electronic Fund Transfer (EFT) billing plan, amendments resulting in a return premium must be requested at least 15 days prior to the scheduled deduction date in order to stop the automated deduction process. Notification to cancel was less than 15 days from the deduction date and we were unable to stop the deduction. As an attempt to save the account, the agent processed an AAA Triple Check (Policy Review) to be sure the member was receiving all available discounts and being offered the lowest possible rate. The member request that both policies be canceled. The cancellation request was sent by email on 07/28/16 at 5:23pm and the agent had left office for the day. The cancellation request was submitted on 07/29/16 at 9:29am and processed on 08/02/16.  We hope this explanation provides a clear understanding as to the cancellation and refund process for this claimant. Thank you for the opportunity to review her concerns.

Dear Revdex.com:We are acknowledging receipt of your letter stating the MemberSelect Insurance Company (MSIC) is refusing to cover the cost of repairs to the claimant’s vehicle caused by our insured.  In the claimants letter she indicates MSIC has offered $1,100 for the repairs of...

her vehicle; however she is unable to repair her vehicle for that amount.  The claimant has also mentioned three repair facilities has also refused to give her a quote after being informed MSIC was a AAA company.  We have reviewed the claimant’s file with claim management and have confirmed originally when the claim was filed by the claimant she chose to use our AAAccelerate program.  This program allowed her to take photos of the damage to her vehicle and a third party vendor (Snapsheet) would write the estimate.  Since the claimant indicates she is unhappy with the estimate we have contacted her and have scheduled an adjuster to inspect her vehicle at her residence. The claim process has been explained to the claimant and the vehicle inspection has been scheduled for Wednesday November 23, 2016.

On 06/21/16 we received the original complaint via email directly from the member and started our investigation regarding her concerns. As of 06/22/16 we received a letter...

of complaint filed through your office by [redacted] regarding the same issue. After completing our investigation, it was decided that we would be able to resolve the member’s auto insurance policy concerns.On 07/01/16 Member Service Representative [redacted] placed a phone call to the members’ home to advise as to what steps would need to be taken.  A voice message was left explaining that the policy could be re-instated back to the inception date of 02/06/16. However to accomplish this, 100% of the premium must be collected and the member would need to take the vehicle to their local branch for an inspection.  Once the inspection is completed, the branch would be required to fax or email the results to [redacted] for approval. As of today's’ date 07/12/16 we are still awaiting the member’s reply. [redacted], Consultant Insurance RegulatoryAuto Club Group

The credit report information is from Experian only. The company that runs the insurance scoring model for our company is [redacted]. Contact information for [redacted] is found at the end of your auto insurance Renewal Declaration Certificate. The scoring model we use was developed by the Fair Isaac Corporation for the insurance industry. This scoring model for the insurance industry is not the same as used by lenders needing to know a credit score.  Credit scores and Insurance scores are two different things and a developed using two different scoring models.  Our use of insurance scores is part of our rate filing with the state and is applied consistently to all policyholders.  There are many scoring models in the market used for many purposes.  Because the models are not the same, scores will naturally be different.  We regret that this information is not what you wanted to hear and hope this additional information at least helps you understand; even if you disagree.  Thank you.

September 21, 2016Re: [redacted], Case No: [redacted] - AAA MichiganI had the pleasure of speaking to [redacted] this afternoon regarding his experience with us and apologized about the incident. We offered to provide a complimentary membership for both he and his wife for 2017...

through 2018 and credit one (1) call entitlement.  I confirmed that a resolution to this matter has been reached and [redacted]  informed me that he is satisfied with the resolution amount and I also advised that AAA will be contacting you to explain that this situation has been resolved. I appreciate you taking the time to report this incident to us and we consider the matter closed at this time.  If you have any questions or need further information, please feel free to contact me.Sincerely,[redacted]Supervisor, Service Monitor The Auto Club Group 1 Auto Club Drive Dearborn, MI. 48126 Phone: (313)336-1648

As of 02/19/16 our claim manager was in contact with the body shop the issue at hand. As 02/24/16, our claim manager has met with the customer to review his concerns and provided the following response. I’ve been able to resolve this complaint. I’m working along with the customer & the...

repair shop currently to finalize and it should be completed today.  AAA will pay the additional costs involved to complete the following repairs. Body labor to remove & replace the aftermarket bumper with OEM parts + needed refinish labor & materials. The tail lamp in question is still open & should be closed at days end as well.[redacted] IRCR Consultant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12014663, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:I have discussed this matter with and AARP attorney who has advised me I DO HAVE A COMPLAINT and that this must be resolved to avoid litigation.In discussing this matter with an AARP attorney who has reviewed my policy, I have the right to cancel my policy 7 days prior to the renewal date.  I cancelled my policy 8 days prior! I don't care that no one was in the office to take my message.  According to AAA policy, they are available 24/7.  If I had been in accident that would be acceptable, to wait till Monday for a response? Also, according to MSUFCU the monies taken out of my account were withdrawn on the 27th of February, NINE DAYS PRIOR TO EXPIRATION DATE OF MARCH 5TH!  MSUFCU will also pursue AAA for this illegal transaction as it was blocked from being withdrawn on February 28th, 2017.AAA has 48 hours to refund MY MONEY OF $208.00.  According to my attorney, this is a common practice by AAA, targeted specifically at the elderly and I have a legal right to a refund.
Regards,
[redacted]

Unfortunately, we have already reviewed [redacted] complaint and homeowners claim earlier this year when she submitted a complaint to the [redacted] Department of Insurance.  The matter was reviewed and the ultimate conclusion was to uphold the denial.  We must therefore refer [redacted]...

[redacted] to the letters she received regarding her claim.  If she has any additional questions she should contact our claims adjuster who handled her claim.  Thank you

Ms. [redacted]After reviewing your complaint and the attached paperwork it would appear that you signed and acknowledged the terms of the Alert contract as well as our Form C (second page) that explains we are not  affiliated nor responsible for canceling with your current provider. It is...

also my understanding that you had approximately 2 months remaining on your existing contract with [redacted] and once they received your cancelation letter they lowered the monthly fee which is why I believe you want to cancel the contract you signed with Alert Alarm Hawaii. [redacted]PresidentAlert Alarm Hawaii

This letter is in response to the complaint filed with your office by our insured.  In the letter from the insured she indicated she acquired a new homeowner insurance policy on May 11, 2015 and at that time she provided the agent with her new address.  The insured stated that in April of...

2016 she discovered her Auto Club Membership had expired in March of 2016. The insured also stated that a few weeks prior to sending you her letter she contacted MSIC to file a claim and was informed her automobile insurance policy was not inforce. We have reviewed the file of the insured and have confirmed a new homeowner’s policy effective May 11, 2015.    The original quote for the homeowner’s policy was completed and the policy originally issued on May 1, 2015.  The policy was issued for the insured new property address and the mailing address matched the billing address of her auto policy and membership.  We were unable to locate any record of the insured requesting a change of the billing address of automobile, membership or homeowner’s policy.  The membership advisory and auto policy non-renewal notices were mailed to the insured advising of the auto policy’s March 21, 2016 expiration due to an inactive membership. On March 21, 2016 the insured automobile policy expired.  On March 22, 2016 the insured contacted her agent and a quote to rewrite the policy was provided. The insured’s agent informed her of the premium to rewrite the policy and that 100% of the premium was required. Based on the above information, we have confirmed that the insured was aware of the expiration of her automobile policy and was informed on March 22, 2016 by her agent on the requirement to rewrite her policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I reject what Alert Alarm sent. If they can provide recording of conversation before installation That they say they do I have no problem accepting what they offered. If not I want my account with them cancelled.  Sincerely,
[redacted]

We thank the member for his additional rebuttal regarding the premium charges received and we appreciate his association with our company.  However our underwriting rules and procedures are filed with the Department of Insurance & Financial Service and we must apply these rules “uniformly and without exception throughout this state.” This means that premiums charged cannot be predicated on a person’s longevity with our company or the amount of money paid for insurance premiums.  Regrettably we are unable to reverse the premiums as charged and must refer the member back to our original response. [redacted] IRCR Consultant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12575320, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:Unsure how the individual missed the representative stating the reason why she continued to harass me was because Michigan has a high fraud percentage  I heard that loud and clear which did make me feel some type of way. The tone of the conversation on behalf of AAA was unprofessional and I believe neither representative would have done that to another ethnicity. 
Regards,
[redacted]

Mrs E[redacted]As I explained to you over the phone I have agreed to let you out of your signed contract as you explained you were elderly and closing the business. During this process your account was being paid by automatic credit card payments which was charged in our normal billing process that is automated. I agreed to credit you that amount and that will be done. Our normal practice and is spelled out in the contract you were to provide 60 days notice for any cancelation which I have also waived. In terms of the equipment I have told you that we will leave the equipment there as we don't have any use for this equipment and will not reinstall this equipment at another site you had agreed. I think I have more than accommodated your request which legally I did not have to do.   Roger S[redacted]

We are responding in kind:1. Our records do reflect that on August 7, 2015 [redacted] contacted his agency and advised of the updates to the home.2. The amount of $238.50 was refunded from the home policy and was a direct result of the August 7, 2015 referenced in # 1.3. The $468.50 referenced in the response was not a check that was issued.  It was mentioned in an attempt to explain the increased premium and can be disregarded. The premium for the policy term of July 13, 2016 to July 13, 2017 was originally scheduled at $1924.00.  After the policy was corrected to reflect no upgrades to the home, the annual premium was increased to $2649.00.  The difference is $725.00.  Payment for the original amount of $1924.00 was already received in June 2016. Therefore the remaining amount of $725.00 remains outstanding.  When paid the policy will be paid in full to July 13, 2017.4. No further audit will be conducted.We understand the disagreement. Unfortunately, the revised annual premium of $2649.00 reflects that correct amount since there were no upgrades to the home as previously reported.  We are required to charge to correct premium based on the rating conditions existing on the policy at the beginning of the policy term.  This is in accordance with Policy General Condition 9 which states: "Premium amount shall be calculated on the basis of rating conditions existing at the beginning of each policy term, except as provided in General Policy Condition 5. They shall conform to approved rates and rules then on file with the state of Ohio.  The premium amount must properly conform to that which should have been charged. We and the named insured agree to make any necessary adjustments in the premium amount during the term." Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11766103, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:do not know where they are getting their auto credit score but I follow mine religiously.  i get mine through trans-union and my auto insurace score is 983 not what they state through their network.  i like to know the company that supply them the credit score so I will complain to them directly.  in the mean time I am going to reject their explanation as to why they raise my insurance for no reason.Regards,
[redacted]