Business Profile

Insurance Companies

Automobile Club of Southern California

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Complaints

This profile includes complaints for Automobile Club of Southern California's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

469 total complaints in the last 3 years.
137 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint goes far beyond the **** characters allotted. This goes against the quality of AAA service. I had an eight hour call for service and spent hours upon hours on the phone in regards to it. I have a bad battery in my vehicle which was told to me on a prior call for service, I have a warranty its a AAA battery. The selling point on this lower quality battery was we will replace it come out and do it all for free under the three-year warranty. The only reason why even bought the battery from them to begin with the last call for service the tech came out and said this is a bad battery but the manager of my tow yard wont let me replace. It says youve got to take it up with AAA, I told AAA this is a constant tow yard that Ive had multiple issues with and told them after making several other complaints about this particular tow yard so today I need the battery replaced. I speak with **** and then put me through to his supervisor, *****, ***** insisted she would see this all the way through granted this phone call started at 5 PM with **** and *****. *****, then transfers me over while telling me shes monitoring this to *********. ********* says theyve called everywhere and they dont have a battery. ********* then said shell monitor this and has me speak to ******. ****** said shes going to call different tow yards and I tell ****** do not say its for a warranty replacement they will not come out for a warranty replacement because they dont want to deal with AAAs reimbursement. They would rather just sell a battery and have me deal with the reimbursement, ****** says shes gonna stay on top of it and calls me every 15 minutes. I still needed to jumpstart and this call for service kept being one hour long every time ****** called from six to 8:30 PM and then she stopped. At 10 PM I called and spoke to ******, who transferred me to ****, who then transferred me to her supervisor *****. Its an hour ETA this lasted until 11 PM. Service is horrendous.
Business Response
Date: 01/08/2024
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN CA WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE CLUB.
THANK YOU
Customer Answer
Date: 01/08/2024

Complaint: 21110085

I am rejecting this response because:
IT IS INDICATED ONLINE THAT YOUR LOCATION IS AAA HEADQUARTERS. MY COMPLAINT IS FOR HEADQUARTERS, NOT FOR MY LOCAL AAA. IF THIS IS NOT HEADQUARTERS, PLEASE ADVISE WHERE TO SEND MY COMPLAINT TO INSTEAD TO GET IN TOUCH WITH HEADQUARTERS.

Sincerely,

*******************
Business Response
Date: 01/09/2024
Hello
Unfortunately, MI headquarters is not the headquarters for CA memberships. CA is not in our jurisdiction, which means we are not able to review/service this complaint. There are many AAA clubs, the best way is to contact BBB in California.
AAA
Business Response
Date: 02/01/2024
Our response offers apology and confirms we have taken steps to prevent a recurrence. We are providing a complimentary membership for ******************* for the next membership term as goodwill.
Initial Complaint
Date:01/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This morning, my experience with AAA was frustrating. I ran out of gas, and, admittedly, I had to renew my AAA card due to my negligence. To have gas delivered to me, I had to pay a service fee ($151). Despite being on the freeway at an interchange, the promised expedited assistance didnt materialize. After waiting for ********************************** they dont service my area and would request another company through AAA. After an additional 20 minutes, I initiated a new service order with AAA. After spending about an hour and a half stranded on the freeway interchange, a Good Samaritan came to my rescue with a gallon of gas. AAA never showed up, making the paid service fee a wasted expense. It was an overall disappointing and inefficient experience.
Business Response
Date: 02/13/2024

You contacted the ********* on January 11, ****, requesting fuel service for your vehicle. You advised being disabled on the freeway and incurring a service charge of $100.00 and a membership renewal fee of $51.00, before assistance could be provided. Regrettably, you advised waiting for over an hour on the freeway for service to arrive before a Good Samaritan stopped to assist you with fuel. Ultimately, you are requesting a review of these service concerns and reimbursement of the $100.00 service charge that you incurred. We counseled our staff and contracted service provider alike of the importance of communicating updates and providing our members with alternate service options should there be a delay or service unavailability. Our review concluded that at the time of your request for fuel service, your annual membership dues of $51.00 had not been paid and resulted in you incurring a same-day service charge fee of $100.00 in addition to your membership renewal fee, before assistance could be provided. The same-day service charge was credited back to your credit card when you called back to cancel your request for fuel service. It has been confirmed that the $100.00 same-day service charge was credited back to your credit card on January 11, ****. If you should have any questions, please contact, ***************************, at **************.
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please help in anyway possible I was hit in accident by person that has AAA claim filed but after 2 months I have not been able to get my vehicle fixed because AAA refuses to pay for rental as this is my only form of transportation for my son and I. Claim is less than $10000 and Estimate is $969.10 AAA is telling me that they cannot authorize rental just in case claim is more than $10000. I nor bodyshop can foresee repairs somehow coming to $10000 when estimate is only at $969.10. I have attempted to speak to ********************* and still told same thing without rental I am unable to get to work. I have explained that I can speak to bodyshop and see if they can order parts prior to dropping off vehicle to ensure that rental time is not long. We both want same thing to close this claim and get my car fixed. If no resolution is made I will file complaint to Department of insurance. I have called requesting Unit Manager for ***** and she fails to provide and two other representatives refused to provide. All AAA representatives have supervisor and manager on voicemail ***** does not in fact her voicemail is full. Only form of communication has been via text I would like a email as well as if needed for legal representation. My main concern is getting my car fixed and getting rental while it is getting fixed I am not asking for anything that is unreasonable as I just want to get to my son to daycare and myself to work. I want not at fault AAA member was this is being dragging on when it is a simple request that all would be within $10000 limit.
Business Response
Date: 02/13/2024

It was reported that on October 5, 2023, you were operating your ************************************************* time and collided with the rear of your vehicle. We have accepted liability for this collision. Regrettably, our policyholder only carries $10,000 in property damage limits. Before any payments are made from the policy, it is imperative that we ensure that there are sufficient limits available to cover all damage related to this loss. A preliminary estimate of damage to your vehicle is $969.10, however this was assessed prior to disassembling your vehicle and verifying if there is any underlying damage to it that cannot be seen. The ************* Representative has confirmed with the repair facility that they do not anticipate a large supplement after they begin repair. After receiving this confirmation, we have agreed to issue payment for ************ in the amount of $1,129.10, which includes payment for your loss of use. If you have any new information or would like to discuss the matter further, please contact Claims Manager ********************* at **************.
Initial Complaint
Date:01/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used to be a AAA member. While I was a AAA member I bought a car battery from AAA. The battery is still under warranty for a free replacement. My mechanic checked my car and said the battery is sitting at 5% and needs to be replaced. When I claimed the free replacement from AAA, first, AAA said the warranty is no longer valid because I am currently not a AAA member. No where in the warranty paperwork does it state that I have to be an active AAA member to claim the warranty. I again called AAA, when I was told that the previous info given to me was wrong. I was then told that AAA cannot send a mechanic car to my place to replace the battery but instead, I would have to take my car to a AAA approved battery repair facility where they can check the battery again and replace it for me free of charge. I called a couple of AAA approved repair facilities, and I was informed that even if they check the battery for me, there is no way they can replace it because only AAA roadside assistance cars carry AAA Branded batteries, the repair facilities don't carry them. I called AAA again, and they said I would have to pay out of pocket to have a AAA car come to to my place to replace the battery because I am not a member anymore. This is an outright breach of warranty. Pursuant to the terms of the warranty, if AAA fails to replace the battery free of charge, I would have no other option left but to file a lawsuit against AAA in the small claims court.
Business Response
Date: 12/22/2023

Please forward to ******************** at ******************************************************************* for review/response. Physical address at
***********************************************************
Thank you.
Business Response
Date: 01/18/2024
Our mobile battery testing and replacement service is available as a part of roadside assistance for AAA members. In this instance, if you are no longer a member and require battery warranty service, you may pay to have a mobile battery service provider sent to your location or you can contact a participating AAA battery AAR to arrange battery warranty service. Or in the event you have purchased a replacement battery from a third-party vendor, we ask that you submit your replacement battery receipt and original AAA battery invoice for reimbursement consideration. We regret any misinformation that you received when requesting battery warranty service and we have counseled our staff accordingly to prevent a recurrence of this nature in the future. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. You requested reimbursement of your AAA battery. As discussed with *********************************, you may email your receipt for the replacement battery purchase and your original AAA battery invoice for reimbursement consideration. If you have any questions, please contact *************************************, at *************.
Customer Answer
Date: 01/18/2024
I have emailed the two required receipts to *****************. I am still waiting for the reimbursement.
Business Response
Date: 01/22/2024
We request you please contact *************************************, at ************** with any questions or to request a status on the reimbursement.
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called AAA at the end of October to get auto insurance for myself and my husband. I told the agent specifically that my husband uses his car for work, that he delivers pizza. I thought everything was fine, I received my policy and it even states that the use for his car is business. Then on November 21st, my husband was hit by another driver who didn't stop at a stop sign in a parking lot and took off the front end of his car. He was on the way to a delivery at the time. We called our insurance right away and told them he was on the way to a delivery. We thought everything would be taken care of, only to be told that our claim was denied because he was working. It turns out that he needed a commercial policy, which AAA does not provide. If AAA does not provide commercial coverage, and I specifically told the agent that he uses his car for work, then why did the agent not say that he wouldn't be covered in the event of an accident? Did he really not know the limitations of his own company's insurance? Did he only want to make the sale and didn't care that he was leading me to believe we were covered? I read the policy after the denial, and the wording is extremely vague, and it makes it seem like the exclusions apply only to ridesharing. I had other people read it and even the legal counsel where I work, and even he thought it was a stretch. The nightmare that we've been going through (the other driver fabricated witnesses, which we had to go find traffic cam footage to disprove) could have easily been avoided if the agent had told us AAA doesn't provide that type of coverage.
Business Response
Date: 02/13/2024
It was reported that on November 21, 2023, ******************* was driving the 2017 ****** when he was involved in a collision in a parking lot in *******, **. ************ indicated he was under the course and scope of employment at the time as pizza deliveryman and was in the process of delivering pizza when the collision occurred. Based on this information, coverage was not afforded for this loss as this is specifically excluded from the policy.
Under WHAT IS NOT COVERED  EXCLUSIONS  PART III, exclusions (a) and (s) are deleted and replaced as follows:
Under PART III, this policy does not apply:
(a) to any automobile or utility trailer while used to carry persons or property, or while the automobile or utility trailer is available for hire by the public, in each instance for:
(1) a charge;
(2)  any form of compensation, voluntary payment or benefit; or

(3)  the promise or agreement for any form of compensation, voluntary payment or benefit, whether or not such compensation, voluntary payment or benefit is actually paid or provided.

You have indicated that you do not feel that the declination is appropriate as you informed the Sales Agent at the time of policy inception, that the purpose of use for the ****** was for your husbands delivery service and even coded the use of the vehicle for business on your declaration page. You have stated that as the Sales Agent failed to inform you at that time that the personal lines liability policy would not apply for that type of use. As he did not provide you with this information, you feel that coverage should be enforced for this claim. Claims Team Manager, *****************************, spoke with you on January 19, ****. **************** has informed you that after additional research into the matter, we have decided to afford coverage for this loss. Please be advised, that any future losses wherein any drivers of your vehicles insured by the Exchange will not be covered if they are utilizing the vehicle to carry persons or property or available for hire by the public if it is for a charge, any form of compensation or the promise or agreement of any form of compensation. Should you have any new information or would like to discuss the matter further, please contact Claims Manager ***************************** at **************.
Business Response
Date: 02/13/2024
It was reported that on November 21, 2023, ******************* was driving the 2017 ****** when he was involved in a collision in a parking lot in *******, **. ************ indicated he was under the course and scope of employment at the time as pizza deliveryman and was in the process of delivering pizza when the collision occurred. Based on this information, coverage was not afforded for this loss as this is specifically excluded from the policy.
Under WHAT IS NOT COVERED  EXCLUSIONS  PART III, exclusions (a) and (s) are deleted and replaced as follows:
Under PART III, this policy does not apply:
(a) to any automobile or utility trailer while used to carry persons or property, or while the automobile or utility trailer is available for hire by the public, in each instance for:
(1) a charge;
(2)  any form of compensation, voluntary payment or benefit; or

(3)  the promise or agreement for any form of compensation, voluntary payment or benefit, whether or not such compensation, voluntary payment or benefit is actually paid or provided.

You have indicated that you do not feel that the declination is appropriate as you informed the Sales Agent at the time of policy inception, that the purpose of use for the ****** was for your husbands delivery service and even coded the use of the vehicle for business on your declaration page. You have stated that as the Sales Agent failed to inform you at that time that the personal lines liability policy would not apply for that type of use. As he did not provide you with this information, you feel that coverage should be enforced for this claim. Claims Team Manager, *****************************, spoke with you on January 19, ****. **************** has informed you that after additional research into the matter, we have decided to afford coverage for this loss. Please be advised, that any future losses wherein any drivers of your vehicles insured by the Exchange will not be covered if they are utilizing the vehicle to carry persons or property or available for hire by the public if it is for a charge, any form of compensation or the promise or agreement of any form of compensation. Should you have any new information or would like to discuss the matter further, please contact Claims Manager ***************************** at **************.
Customer Answer
Date: 02/13/2024

Better Business Bureau:

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,

*******************
Initial Complaint
Date:12/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my car was stolen on November 13 2023. I filed a claim with my insurance on the 14th when I found my car gone. my car was found by local chp abandoned on the side of the road completely totaled. since this happened I have spoken to my claims adjuster 4 times. I was told to release my car to AAA so they could pick it up from the tow yard and assess it because it is a total loss. they didn't pick it up. my lender ended up picking it up 11/22/2023. on December 4 I got a call from my adjuster to let me know they finally went to get my car but it was gone and didn't know who had it. I then called the tow yard and found out my lender picked up the car. I then called my adjuster and left a message of who had the car and how to get ahold of the lender. the next time I spoke to the adjuster she stated she needed the affidavit of theft I let her know we already turned it in. she then said she would get ahold of the lender to get access of the car. then she called me right back and said the lender didn't know where the car was located but that they would let her know as soon as they found it. it had now been 2 weeks since I last spoke to her. today on 12/27/2023 I called my lender and found out where the car was located and emailed my adjuster the information I had received. since the begging of my claim 11/14/2023 till now 12/27/2023 I have left numerous messages for my adjuster and left a message for her supervisor. I have spoken to my adjuster a total of 6 times. I was so fed up with this process that I went down to the branch office in ****** ** and told them I wanted the number to corporate. no body in the office was able to provide me with the number. my insurance covered a rental car for me for 1 month which was up 2&1/2 weeks ago. since then I have had to pay for a rental to get back and forth to work. this whole ordeal had been very stressful and I feel like I have been doing my adjusters job and have had barely any communication with my insurance adjuster.
Business Response
Date: 01/22/2024
On 11-14-2023, you informed Claims Representative, *************, that your daughter, ********, was the last known driver of your 2013 ****** Emphasizing the necessity for a recorded statement, we discovered your vehicle was at a tow yard, requiring inspection. We asked that you release the vehicle and you agreed to doing so by the next day. Subsequent contact on 11-17-2023, confirmed the release, with the tow yard verifying the same. After securing fees, we arranged your vehicles pickup. However, on 11-24-2023, we discovered that your vehicle had been repossessed, leading to the cancellation of the planned move. A communication on 12-04-2023, informed the insured of this development. Further investigation revealed that the lien holder, Global Lending Services,repossessed your vehicle due to it being considered a biohazard. Attempts to obtain your vehicle's location from Global Lending on 12-13-2023, were unsuccessful. Keeping you informed, we relayed the information received from Global Lending on the same day. On 11-29-2023, the evaluation was presented to you,but due to you being upside down on your loan, all proceeds were directed to ***************** As a result, this matter is now closed. If you have any questions,or require more aid in relation to this issue, please contact Unit Manager *********************, at **************.
Customer Answer
Date: 02/05/2024
there are still fees that were supposed to be covered by aaa that they are refusing to cover. Fees that my lender is charging me for when they picked up my vehicle from the tow yard after aaa failed to pick up the vehicle. My insurance has settled a claim without having my vehicle in there possession.
Initial Complaint
Date:12/27/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2/23 I requested a bundle quote from AAA. On 2/23 I paid my monthly premium on my auto insurance and AAA started the process of changing my insurance with my mortgage company. On 3/10/23 my mortgage company wired a payment for my homeowners insurance to AAA. The payment was accepted. I continuously kept paying my auto policy and received a letter from my mortgage company stating my insurance has been changed. The AAA app shows an active auto and homeowners policy. Last week due to torrential rains my roof started leaking. I filed a claim. I received a call from an adjuster, saying that their underwriters had denied my insurance. We never received anything. They promised to call me back today 12/26, but didn't receive one until approximately two hours after I called them. In the meantime I called my mortgage company to gather all the information regarding the payment.
Business Response
Date: 01/22/2024
Initially, it was initially thought there was a coverage issue however an investigation with our *********************** determined coverage was in force for the date of loss. With the coverage issue resolved, *************************** scheduled and conducted the inspection on January 02, ****. The inspection revealed no storm created damage to the roof surface and no storm created openings. There was exposed nail holes on the roof and cracks found in the repair material around the flashings as well as general wear and tear and deterioration of the shingles. Based on the inspection, a no coverage letter was sent to you on January 03, **** with the applicable policy language. To trigger coverage for the interior there must be an opening caused by a covered cause of loss that allowed the water to enter the created opening. General wear and tear, deterioration, and maintenance issues are not covered by the policy.************************* spoke to you on January 18, ****. She confirmed your policy is in force for the date of loss and explained the loss was not covered under the policy. Your policy was in force for the date of loss however there was no coverage for the damages sustained. If you have any questions, please contact manager *********************** at **************.
Initial Complaint
Date:12/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Grandparents submitted a AAA Homeowners claim several Months ago that still has not been resolved. In the midst of dealing with the claims a fire was started minutes after both adjusters came out to the home and left. No one from AAA is expressing urgency, myself and my family are exceedingly dissatisfied with the treatment we have received from AAA. My grandparents are elderly and have been paying AAA (Loyally) for 55 years for their Homeowners and Car Insurance. For months now this issue has not been resolved, I have been begging for help. Our home has been (partially) inspection 5 times with no resolve. We were told that the work that needs to be done would not be covered due to your contractors determining that the damage falls under "wear and tear" only after (All) contractors confirmed with us that this is (NOT) a wear and tear issue and that it (WOULD) be covered by AAA. They came up with this conclusion after the written estimate states the inspections could not be completed due excessive water under the home. The contractors' exact words were " Inspection was not completed due to excessive water under the home, I will need to wait for the water to dry and come back for further assessment". The additional issue with the fire that developed only after both Contractors came out to evaluate another situation that ended up turning into a huge ordeal. I have taken several days off from work to aid in getting this situated. My grandfather has dementia and he doesn't understand what is going on and grandma is bed ridden. I have sent E-mail in order to get all of this resolved. I live in *************, work full time and take care of my aging grandparents. It makes no since that we have to deal with the added stress. My grandparents have had to breath in smoke for months now from the fire. Water remains under the home and we don't know why or where its coming from and the Electricity to the garage still does not work and we are unable to move the car.
Business Response
Date: 02/13/2024
We are unable to enter our response via your web portal. We request you enter the following as our response and close the complaint as resolved.

Claim No. ********* / Date of Loss: 05/30/2023

On July 24, 2023, ***************************** reported there was no electrical power to the garage. Service Coordinator *************************** spoke with ****************** and explained the insureds coverages and benefits as well as the deductible amount. An electrician had already been called and the initial indication was the electrical issue was due to water. The file was assigned to Field Property Estimator ******************************* to assess the claim. ********************** scheduled and conducted the inspection on July 27, 2023. American Leak Detection and ****** Electric was engaged to assist in determining the cause of loss. The leak detection by American Leak Detection found no pressured leak to the plumbing system. The inspection did find there was a broken drain line that was allowing water to flood underneath the home. The water would leak when the kitchen sink was in use. The electrical inspection by ******* Electric found there was no power to the detached garage. The breaker would turn off as soon as it was switched on. It was determined that the electrical line to the garage ran underground. There was a short which was causing the no power issue. The recommendation was to install a new line to the garage to resolve the issue. Based on the investigation, a no coverage letter was sent on August 29, 2023 with the appropriate policy language as there was no physical damage found to the home. The inspection found no damage to the home and the issues were general wear and tear and maintenance issues.

Claim No. ********* / Date of Loss: 07/31/2023

On July 31, 2023, ***************************** reported there was a fire at the home. ****************** advised the fire started after the inspection by American Leak Detection and ****** Electrical for the previous loss. Service Coordinator *************************** spoke with ****************** on August 01, 2023 and explained the insureds coverage and benefits as well as the deductible amount. Field Property Estimator ***************************** was assigned to assess the damages. ********************** scheduled and conducted the inspection on August 09, 2023. The inspection found the damage started on the exterior of the home. There was damage to the exterior stucco, the underside of the eave and smoke damage to home. As estimate was written and a $2,223.35 check was issued for the repairs. The check represented the estimate of $3,723.35 less the insureds deductible of $1,500.00. There was an electrical box near the crawlspace and ******* Electric was engaged to inspect. The inspection found the wires of the box showed no evidence of being burnt and it was ruled out as a cause of loss. The cause of loss remained undetermined however fire is covered by the policy. ****************** requested assistance with a contractor and through our Contractor Connection program; ******************************; set up an inspection for the home. ****************************** inspected the home and prepared a repair estimate. Based on the ****************************** estimate a supplemental check for $11,639.53 was issued on January 18, ****. The check represented the estimate of $15,632.88 less the insureds deductible of $1,500.00 and the previous paid amount of $2,223.35. Manager *********************** contacted ****************** on January 17, **** to acknowledge receipt of her inquiry with the Better Business Bureau (BBB), and to obtain any additional information she may have. During this conversation ****************** indicated that she intended to utilize ****************************** to complete the repairs to her grandparents home.
Exec Member Relations
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was hit on December 1st by a party who is insured by this company. It took me numerous attempts to get in touch with the agent taking care of the claim. After about seven days I finally hear from her and I am told I need to bring in my car to an approved vendor for an estimate and then they will figure out a rental car situation. Mind you I have three car seats that were in the vehicle the time of the accident I need to be replaced they gave me no information regarding this process. I finally am able to find an Audi authorized repair shop and schedule an appraisal at this shop. I reach back out to the agent multiple times to ask about the car seats letting her know that I have three small children that need to have safe car seats. I am told my only option is to buy them all brand new out-of-pocket, we are now the week before Christmas and that they will do a direct deposit within 1 to 3 days it will be deposited in my account. So out of pocket I spend $2000 on three new car seats and have not received the email with the direct deposit. I call and speak to her manager who was of no assistance and suggested sending me a check but can put no timeframe on when I would even receive that check. Theyre lack of care and customer service is baffling. Not only have a bit inconvenienced and shaken up by being struck by somebody in my car but now I have to go through this hassle the week of Christmas!Still have not gotten any information regarding a rental car either. This company is terrible.
Business Response
Date: 12/28/2023
This claim was reported to our offices on 12-01-2023, and we promptly initiated our investigation into coverage and liability. We accepted responsibility and issued payment for ************ on 12-15-2023. On 12-18-2023, the notes reflect that you requested reimbursement for your child seat replacements. It was explained to you that reimbursement would be in order once the replacement seats were purchased, and an invoice was received. You provided the receipt, and according to your request, we initiated the electronic payment option. You notified us that the process failed and that you did not receive the payment email. You spoke with Claims Manager, *****************,on 12-19-2023, and he offered to resend the email to the same or new email address, or a physical check could be mailed to you. You provided an alternative email address, and that method was successful. Our payment was issued on 12-20-2023, to conclude the handling of your claim. If you have any additional information or need further assistance, please contact ***************** at **************.
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a member of AAA and had my auto insurance with AAA. AAA and I negotiated a new auto policy, which reduced my annual payment from $ 302,-- to $ 278,- I mailed AAA a check for $ 278,--, plus the $ 56,-- annual membeership fee. They alleged they got the $ 56,-- but not the $ 278,-- and demanded I paid $ 302,--. Apparently they had the check, but did not like the $ 278,-- and wanted the previous amount. I terminated AAA and wrote to them NOT to cash the check. My new auto insurance was with Mercury as of December 7, 2023. Then AAA wrote me an email stating they had the check and cashed it, AFTER I terminated AAA, which is FRAUD. AAA demanded proof I was with Mercury per 12.7.2023. I emailed them the proof and requested a refund. AAA did not respond. Evidently, AAA had my check all along when stating to me they didn't. They waited until I quit AAA, AFTER that they cashed the check. Now they are not reponding. They owe me $ 278,-- plus $ 56,-- membership fee.
Business Response
Date: 12/19/2023

Please forward to ******************** at ******************************************************************* for review/response. Physical address at
***********************************************************
Thank you.
Business Response
Date: 12/20/2023
This is confirmation that your membership, which had renewed on November 16, 2023, was cancelled effective December 7, 2023, in accordance with your request emailed to us that day. A refund of $51.33 for the prorated annual dues was mailed to you on December 14, 2023. Additionally on December 7,2023, we received your payment of $278.00, which renewed your auto policy effective November 17, 2023. However, upon our receipt of a copy of your new policy with another carrier, the policy with us has been cancelled effective December 7, 2023, in accordance with the effective date of your insurance elsewhere. A refund of $273.00 for the prorated premium was mailed to you on December 15, 2023. While we understand your concerns, we are unable to accommodate your request of a full refund for the membership and insurance payments as service was provided up to December 7, 2023. If you have any questions,please contact ******************, at **************.
Customer Answer
Date: 12/20/2023
I received AAA's prorated Membership fee refund check yesterday, but not the annual insurance policy payment refund yet. AAA alleges they mailed the check 5 days ago to me. I am waiting for it. If/when the refund check for the annual insurance policy payment arrives, I will decide if I am satisfied with AAA's actions. As of now, I have not received the refund for the annual insurance payment yet, which they cashed AFTER I canceled the policy with them. They collected my payment although they knew I had cancelled the policy. Until and unless I receive the refund due to me from AAA, I have no reason to be satisfied.
Business Response
Date: 12/21/2023
Again, while we understand your concerns, we are unable to accommodate your request of a full refund for the membership and insurance payments as service was provided up to December 7, 2023. If you have any questions, we encourage you to contact ******************, at **************.
Customer Answer
Date: 01/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be (semi)satisfactory to me.
Please note that AAA caused the problems by not cashing the auto policy check from me for $ 278,-- and instead demanding $ 302,--, which was the amount before we negotiated the $ 278,--. They lied and stated the did not receive my check. After I went to another insurance, they cashed my check, though they knew I had cancelled my insurance with AAA. Only because I complained to AAA, they gave me refunds for my payments, though they deducted a portion. They also demanded I emailed them proof of insurance with another company. AAA was in the past a reputable, good company. Now it is in the hands of shady business practicioners who lie to make a few dollars. This information should be made public. I consider the dispute / complaint settled, as I got a semi-satisfactory refund from AAA.
Thank you BBB for your excellent assistance.
Regards,
***********************************

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