ComplaintsforCSAA

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of July of this year my crawl space suffered flooding, due to heavy rain ruining my air handler unit which was 2 months old causing ******* dollars in damages, AAA my home owners insurance carrier would not honor the claim even though the house was 35 years old and never flooded to this degree before. If you advertise yourself to be a home insurance carrier then not pay up when damages are incurred you are taking advantage of your clients, you make payments with them and they don't honor their commitment. that a great system they have. **** Herald

  Business response

  09/21/2021

  September 21, 2021

  
  Better Business Bureau, ****
  *************, Suite 625
  *****************
  
  Attn:  **********
  Disputes Resolution Specialist
  
  Re:          Complainant: **** ******           
                  BBB File Number: 15874718
  
  Dear **********:

  
  We are in receipt of your offices inquiry. We have reviewed the complaint to your department.

  
  We are the home insurance company for Mr.******. On July 18, 2021, Mr. ****** reported that his crawl space flooded due to heavy rain which damaged the air handler unit. Our investigation included a statement from the policyholder and an inspection by Commercial Insurance Services (CIS), a HVAC-R, Electrical, & Well Pump Experts, on August 26, 2021. CIS found the air handler disconnected and located on the side of the home for their inspection. Due to the disconnected condition, the equipment could not be mechanically tested for operation. The air handler showed evidence of significant water exposure. The control board showed corrosion on its resistors and other components. The air handler appeared to have been submerged in water as there were signs of water staining found on the exterior and interior of the unit that would indicate the blower component was underwater. The condensate drain pump was covered in sediment and appeared to have been submerged in water.

  
  We will afford coverage for losses that are not otherwise excepted or excluded from the policy (contract). Unfortunately,in Mr. ******s situation, the policy does not cover damage caused by surface water or flood. The policyholder was advised of this on September 16th.

  In Mr. ******'s complaint to your office, he requests a billing adjustment. Please be advised that we cannot make apply a reduction in premium due to a claim not being covered as we are providing our policyholder protection should a loss that is not otherwise excepted or excluded occurs for the policy term.

  
  Should you have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  **********************************, CPCU
  Homeowners Claims Manager
  **************

  Customer response

  09/21/2021

  Sirs the flood was caused by rain water not surface water . The part about being disconnected is just smoke to confuse I still have the unit and it will be examined when this case is ligated, as I stated the unit was 2 months old. When you leaved it up to an insurance company to say yes or no if they will pay a claim they can save a lot of money. Surely there is a third party or insurance commission who can look at this. I as a homeowner was not made aware I had no insurance company or who I was dealing with.    **** Herald
  Complaint: 15874718
  
  I am rejecting this response because:
  
  Sincerely,
  **** Herald

  Business response

  09/22/2021

  September 22, 2021

  
  Better Business Bureau, ****
  *************, Suite 625
  *****************
  
  Attn:  **********
  Disputes Resolution Specialist
  
  Re:          Complainant: **** Herald           
                  BBB File Number: 15874718
  
  Dear **********:

  
  We are in receipt of Mr. ******* additional comments to your department. We have reviewed his concerns and below you will find our position on the matter. 

  
  Based on our investigation, it was determined that the damage to the air handler was the result of ground/surface water which is an Exclusion under his policy (contract) with us. The Exclusion continues to state that whether the ground/surface water was by an act of nature, meaning rainwater,it is not covered. A letter which included this portion of the policy and our position on the matter was mailed to **** Herald on September 17, 2021.

  
  The complainant also noted in his additional comments that the unit is two months old, regardless of age, the damage that occurred was found to be an Exclusion under his policy.

  
  We did not comment about this in our original response,**** Herald has the Limited Water Back Up and Sump Discharge or Overflow Endorsement on his policy, however, our investigation revealed that the water did not back up through sewers or drains or overflow or discharge from a sump, sump pump or related equipment. Unfortunately, we cannot extend coverage under this endorsement. We must let you know that we looked at the entire policy and endorsements for coverage but based on our review, we cannot afford coverage due to the Exclusion.

  
  We hope after review that you can understand our position.

  
  Lastly, the complainant asked if there is a third party or insurance commission that can look into this matter. As a consumer, the state does have a *************************** with issues related to the insurance industry, phone: ************ or visit their website, www.insurance.ky.gov.  

  
  Should you have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  *****************************
  Policyholder Relations
  Corporate Headquarters
  Phone: ************

  Customer response

  09/22/2021

  This problem is not unique to just me  this is a problem with insurance industry where they spend million on advertising and hide exclusion in their policies so they dont have to pay . Yes I had piece of mind until I had a problem I thought I was in good hands. This is a class action problem You stated in the report of the rust which was smoke I was letting you know how old the air handler was two months. I wonder how many other people you approve or disapproved base on your whim. You knew or should have know from the first minute I called this was due to rain. But still played this dog and pony show with me to try to justify  your actions when in fact its just a show to save money and make profits. I would love to see California *********************** look into them and the ******** Attorney General cease to do business  in ******** until they stop taken advantage of our state

   
  Complaint: 15874718
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Herald

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/21 my partner and I were driving from LA to **********, **** and we got a flat tire on the I-15 between ***** and Mesquite, Nevada. The car, a 2017 ***** Accord Hybrid, does not have a spare so it was inoperable. I contacted AAA and they said they will be there in 45 minutes (by 8:27pm). We waited but no one arrived, then began a series of phone calls to AAA where each time they would reassure us someone was coming, but they never came. We waited for 4 hours on I-15's thin shoulders with cars speeding past, pitch dark outside. It was very dangerous and my partner was near a panic attack. We called AAA every half hour and they said we are their top priority, yet no one came. We found another company to tow us (cost $215). AAA never called us back. We could be dead on I-15. When I called to complain, AAA said they will call back yet never called. When I requested a refund, they only gave me a partial one. I want a full refund for towing and reimbursement of my 6 years membership.

  Business response

  09/14/2021

  I write to acknowledge the receipt of this complaint.
  We are AAA Northeast and, we have no affiliation with AAA ********* South California .  As you are a member of Club 004,  you will need to contact your home Club to remedy this situation.

  Business response

  09/15/2021

  This will need to be filed with his local AAA Club in MA.  We do not have access to his information.

   

  Sincerely,

   

  Lakshmi Pal

  ************

  Customer response

  09/15/2021

   
  Complaint: 15756846
  
  I am rejecting this response because: I am a member of the California AAA and was a member of California AAA at the time of the incident. BBB has already contacted AAA ************* and they said they cannot deal with the claim for this reason. Its also highly offensive that they refer to me using his pronouns. I am a woman and use she/her pronouns. Surely AAA could do a better job of training their customer service representatives to treat their customers with respect. 

  
  Sincerely,
  
  Sulafa Zidani

  Business response

  09/22/2021

  I have been informed by AAA in *********** that they  will process a reimbursement of the additional towing expense that the member incurred in the amount of $120.   The member had originally requested $250 but was only reimbursed $130..

   

  Sincerely,

   

  Lakshmi Pal

  ************

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AAA to purchase home owner insurance. Made $1400 payment in full, signed document online and agent said they will provide evidence of insurance (EOI) so I could close my loan. After that, I couldn't get a hold of that agent to get my EOI despite multiple tried. Then I called customer service line, they couldn't get a hold of him, gave me his supervisor info. Of course, no one could get a hold of him either. After several calls, reps and supervisor kept telling me becos it takes weeks for it to show in system that's why they can't get EOI for me other than the original agent and his s?p. And then kept telling me it will be escalated. It's been over week of calling/talking to AAA management and of course I still didn't get my EOI and what even more frustrating that I couldn't even cancel to get my money back because only that original agent can do it. How ridiculous is that.This costs my loan to not close on time and I was surprised how fishy AAA is in handling this.

  Business response

  09/10/2021

  Hello All - 

   

  After review of this complaint, the policy is a ***** policy and not CSAA so we are unable to assist. Please forward to ***** for proper handling. 

  Thank you,

  **************

  CSAA Policyholder Relations 

  ************

   

   

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had my car towed on 8/20/21.. The tow truck driver AAA sent out damaged the control arms on my vehicle during the tow.. We had to replace the tow arms and catch in uber.. Costing us $919 all together.. We have been long term members of AAA.. We have both AAA insurance and AAA roadside.. However AAA is now telling me to contact the tow company they sent out.. I believe that is terrible people have AAA because they believe it's a great company with a strong name and will do the right thing.. But now they are telling me to contact some company I don't know and didn't ask for that damaged my car.. I am a AAA member and it's their responsibility to take care of their members.. I simply want to be reimbursed by AAA the company I pay.. And once trusted

  Business response

  09/17/2021

  This is the letter sent to member by our Damage Specialist.

  September 16, 2021
  
  *********************************
  ************************************
  Dear ********************;
  Thank you for your patience while we investigated your claim of damage against Petes Towing.
  Petes Towing is an independent contractor which provides ********************** to AAA
  members. Independent contractors are not employees or agents of AAA and AAA is not legally
  liable for the acts or omissions or negligence of independent contractors.
  Nevertheless we try to assist our members in resolving disputes with AAAs independent
  contractors. We have done everything possible to make an informed and impartial evaluation of
  the circumstances and damage you believe you sustained to your vehicle.
  Unfortunately we cannot hold Petes Towing responsible for the alleged damages to your 2008
  Lexus RX 400H during the ************************** on 8/20/21.
  ? We have contacted ******************* and we were informed that both of the
  control arms that had to be replaced were previously damaged.
  ? We also reviewed the type of truck and equipment used during the tow and we
  are unable to associate the type of damage with the use of incorrect towing
  equipment or an incorrect tow procedure.
  I regret that our reply could not be more favorable.
  We highly value your business, and I truly hope we have the opportunity to restore your
  confidence in us, despite the circumstances.
  Sincerely,
  *****************************
  Damage Specialist
  Automotive Master Technician
  **************
  ***************************************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and spoke to ****** about my car insurance policy I explained to him that I had been taking care of my parents that had Covid and was both hospitalized at different times. So I had not been at home to check my mailbox. I also explained that I had got a new bank card and I seen that ****** got pulled out my account on August 30,2021. Also that the letter states they canceled my new policy but still pulled the money. He explained to me that he did see that and that was not suppose to happen but if I can pay ****** with my new bank card that will cover until October 25,2021. I gave him my new card and he said sorry for the confusion and that CSAA had made a mistake. He sent my email for paying and it pulled out my account. Than I asked to take off my son that do not currently live at home with me and no longer drive my vehicle. He said okay placed me on hold and came back. His manager Ekaette got on the phone and was rude and said how she couldnt help and they are not renewing

  Business response

  09/17/2021

  September 17, 2021

   

  We have contacted our insured and resolved their concerns.

   

  Thank you,

  CSAA Policyholder Relations 

  ************

   

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i called AAA yesterday at 2:30 pm because my car stalled on the freeway, i filled out the location information in AAA app, after waiting for about 45 min calling AAA back they said that they did not get the info, like I said i filled it out in the app so why would you not get it, someone finally came an hour later and towed me to an auto shop, from the auto shop I called AAA back to tow me home around 4:30 after telling me that someone would be there in 15 minutes, 15 minutes turned into an hour, I called AAA back and asked where was the driver I was put on hold while they called the station, same thing someone will be there in 15 minutes, time going on i'm waiting it's dark at this point in an area I know nothing about, some called from Ramo's Towing stating that the wait would be 6 years, are you kidding me i've been waiting at this point for over 3 hours called AAA again for about the 7th time, long story short AAA failed me, they never came and I had to pay $500 to get towed home.

  Business response

  09/07/2021

  She is not our member and she is a member in *********** and the incident happened in ***********.

   

  Please send this complaint to AAA in ***********.

   

  Sincerely,

  Lakshmi Pal

   

  ************

   

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday, 2/12.2021, I called ************** them I bought a new car on 2/11 & I need to add the new car for the insurance. On Saturday, 2/13/2021, I called ************** them I sold my *** and please remove *** from the insurance. I was notified during the call, that *** 's system cannot handle 2 transactions at the same time, the 1st transaction (adding the new car) must be completed before the 2nd transaction can proceed. I was assured that the *** would be removed from the insurance, it would take about 30 days.I had since called 4 times, (each time being on hold 30 to 60+ minutes) before talking to a live agent, each phone rep had told me the transaction has not be completed and it would. I have also visited the *** office on Alameda twice, and was told the same. The rep told me she is afraid the touch the transaction in the system for I may have to get to beginning of the line (in the system)., I have been over-charged since February, I am paying for a car I no longer have

  Business response

  09/09/2021

  We would not be able to assist him as his auto policy is with his home club in ***********.  We do not access to their data base. He needs to contact his club to make the necessary changes.  If he has moved to Northern **.  Than he needs to cancel his policy in *********** and rewrite a Policy in Northern ** 

   

  Sincerely,

   

  Lakshmi Pal

   

  ************

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA has been in a very bad faith when handling my insurance claim. An AAA insured driver bumped into my car while backing off. He was using AAA auto car insurance. He apologized to me and gave me his AAA insurance info. When I contacted AAA to make third party claim, the AAA insurance adjuster (*********************) and his advisor (*****, I think) tried their best to deny the fact and put me at 50% at fault. I explained to them why the way they used to determine fault makes no sense and how my dashcam record were reasonable. However, they simply ignore all of my reasonings. For example, they insisted on using the position of the collision only to decide responsibility, while I explained to them clearly that was only because the other driver was adjusting position while backing off. I had to go through my own car insurance company (Geico), provided all of my evidences. Geico was with me and declined AAA's ridiculous conclusion.

  Business response

  09/08/2021

  September 8, 2021
  
  
  Better Business Bureau, ****
  *************, Suite 625
  *****************
  
  Attn:  **********
  
  Re:    Complainant: *** Zhang             
           BBB File Number: 15835966
  
  Dear *** L:

  
  We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
  

  Below you will find our position on the matter. 
  

  This loss involves both parties backing from their diagonal parking space in the parking lot of CVS in ***********, **. In their statements to us both ************** and our insured, ********************, admit they were backing from their respective parking space prior to their vehicles colliding. 
  

  ************** and ******************** were parked across the aisle from each other with the damage to Mr. ****** vehicle being the left side of the rear bumper and the damage to Mr. ********* vehicle to the right side of the rear bumper.  This indicates both parties were in the process of backing when the collision occurred. 
  

  There were no independent witnesses to this loss, and although ************** provided video from his dash cam, it was inconclusive with regards to determining who had the right of way. 
  

  To date ************* has not provided any evidence to support this claim that ******************** was 100% liable for this loss.  Based on the available evidence we have accepted 50% liability as we feel both parties were equally responsible for the accident. 
  

  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,
  
  
  ******************************
  Sr. Claims Manager
  Phone: ************

  
  

  Customer response

  09/08/2021

   
  Complaint: 15835966
  
  I am rejecting this response because:
  

  I think AAA is just playing dirty here to escape their responsibility. Let me clarify why their responses are ridiculous.

   

  1. " In their statements to us both ************** and our insured, ********************, admit they were backing from their respective parking space prior to their vehicles colliding. "

   

  AAA is lying here. ******** admitted that he was backing off. But I told them very clearly multiple times that I was backing off, but stopped right after I saw ********** car. I am shocked to see how AAA would lie for my statement, or intentionally skipped the important part that "I have already stopped prior to the collision" to mislead here. 

   

  2. "************** and ******************** were parked across the aisle from each other with the damage to Mr. ****** vehicle being the left side of the rear bumper and the damage to Mr. ********* vehicle to the right side of the rear bumper.  This indicates both parties were in the process of backing when the collision occurred. "

  This is very ridiculous. How would AAA be able to use the static collision positions of the two cars to decide "both cars were moving".  Please explain clearly the causality between collision positions and whether both cars were moving, by using your common sense and human language. This doesn't even pass the common sense of a 10 year old kid. However, their insurance adjuster insisted on using this ridiculous logic and was not willing to explain why.

   

  3. "There were no independent witnesses to this loss, and although ************** provided video from his dash cam, it was inconclusive with regards to determining who had the right of way." 

  This is also very insane. It is true that there were no independent witness there. My parents were in the car. But AAA was not willing to take their words. Yes. AAA could argue that they shouldn't be counted as independent witness. 

  Separately,  probably 99% of the no witness backoff accidents won't be able to provide such a backward facing backoff dashcam video as the vast majority of dashcam are designed to face front instead of showing the back and majority of parking lots don't have cameras.  However,  even with my front facing camera videos, that already clearly proved my statement. The dashcam video that I provided shows that my car stopped, then a few seconds later, my car radar turns to long beep (which indicates the collision moments), which is consistent with my statement.

  However, AAA  simply say that they don't accept audio as evidence, but failed to explain to me why. Although I offered to let them inspect my car backoff radar (my car is a new car 2020 Audi Q5, equipped with both backoff camera monitor and backoff radar) to see if there could be any flaws, they were not willing to do so. I have enough reasons to believe AAA actually knew in their heart whose fault it was, but just wanted to decline it. 

  Overall, AAA has ********** statement to prove that he was backing off when hitting my car. It also has my statement that I stopped before the collision and a dashcam video that justified my statement already. But still AAA wants to find all sorts of excuses to escape the responsibility and invalidate my statement.

   

  If AAA felt that I might be lying in my statement and therefore declined my statement, please also show the hard evidence. Otherwise, please don't just simply ignore my statement. 

  
  

  4. "To date ************** has not provided any evidence to support this claim that ******************** was 100% liable for this loss.  Based on the available evidence we have accepted 50% liability as we feel both parties were equally responsible for the accident. "

   

  As I said, I told them my car stopped before the collision. My dashcam also showed that my car stopped before my car backoff radar turned to long beeping. This is consistent with my statement.

   

  I just don't understand why they are saying my evidence couldn't justify my statement, but instead having to use the insane logic of car collision positions to derive that wrong conclusion. The adjuster was not willing to explain the reasoning to me, but instead just telling me that "it is fine that you disagree" . I don't even know what the point they have of calling me, if not to seek alignment. 

   

  ******** already admitted that he was backing off when hitting my car, which already made him at least 50% liable. So, AAA here is to reduce their responsibility to the minimum. 

   

  Overall, it was not because the evidences were not hard enough. It was because AAA  just brutally invalidate my hard evidences without any justifications just to escape their responsibility and turn white into black.  They use a hard rule, which could even be laughed by a 10 year old kid, to favor their decision. Please note, AAA is not a kindergarten. 

   

  5. "Should you have any questions or require any additional information please contact me at the number below. "

   

  Really? I won't contact AAA again. What your adjusters did truly disgust me. During the whole process, I called them a lot of times, leaving messages, but never got replies. They will pick up my call every 10 phones calls maybe. They only contacted me in the end. When they talk, they were not trying to seek alignments or providing explanations, but more about "this is our reasoning, it is fine you don't agree. I just need to invalidate all of your evidences to make you 50/50 ". They even tried to argue with me about the facts. This is very insane as they behaved like they were the ones in that collision and know more about the facts than I do. 

   

  The amount of money I was seeking was very little. But I want to let you know that the justice shouldn't be distorted by a few irresponsible adjusters and their so called "advisors". 

  I already quite my AAA membership and home insurance. I can't believe that I was even spending money on such a dirty company. I sincerely regret. 

  
  

  
  ***

  Business response

  09/21/2021

  September 19, 2021
  
  
  Better Business Bureau, ****
  *************, Suite 625
  *****************
  
  Attn:  **********
  
  Re:       Complainant: *****************            
                  BBB File Number: 15835966
  
  Dear *** L:
  

  We are in receipt of your offices inquiry. We have reviewed the rebuttal to your department.
  

  Below you will find our position on the matter. 
  

  Our insured, ******************** and ************** both admit to backing prior to the impact.  In investigating these types of losses, we attempt to determine who had control of the aisle and thus the right of way.  To do this, when both parties admit to backing, we look at the physical evidence and obtain statements from independent witnesses.  ************** admits there were no independent witnesses to this loss.  In addition, he does not dispute the area of damage to each vehicle.  ************* point, in this case the physical evidence does not prove which car was moving and which car was stopped.  However, it also does not provide compelling evidence as to who entered the aisle first and who had the right of way.  In review of his dashcam video it only shows his vehicle being jolted at the time of impact.  It does not, as he claims, show he stopped prior to the impact. 
  

  Since ************** has submitted a claim against Mr. ********* policy the burden of proof falls to him.  To date he has failed to provide any proof that our insured was 100% liable for this loss.  In reviewing the statements and the physical evidence we maintain our position that both parties were equally liable for this loss. 
  
  Sincerely,
  
  
  ******************************
  Sr. Claims Manager
  Phone: ************

  Customer response

  09/21/2021

   
  Complaint: 15835966
  
  I am rejecting this response because:
  

   

  Let me correct you a few factual mistakes in your response:

   

  1. "******************** and ************** both admit to backing prior to the impact. " --> Again, I didn't admit that I was backing prior to the impact. Please read my previous message carefully. I said that I stopped for him before the impact.

  2. "In investigating these types of losses, we attempt to determine who had control of the aisle and thus the right of way. " --> As I have already stopped, so, there is no point of right of way. He was backing while I stopped for him in a parking lot. You are misleading the investigation direction here. 

  3. " However, it also does not provide compelling evidence as to who entered the aisle first and who had the right of way." -> Let's not argue with right of the way as I have already stopped prior to the impact in the parking lot. It is common in the aisle of the parking lot, right?

  4. "  In review of his dashcam video it only shows his vehicle being jolted at the time of impact.  It does not, as he claims, show he stopped prior to the impact. " -->As I already stated MILLIONS of TIMES to you and your adjuster, my backoff radar provides very strong evidence for the impact time. My car stopped moving at the end of 21 second, and the radar signal (turned to long beep) and indicates that the impact happened at 25 seconds. You have kept turning blind eyes to this very strong proof. If you feel that this proof doesn't justify, please provide an explanation why the video shows that my car stopped at 21 second, and my car radar only started to long beep at 25- 27 seconds.

   

  I am rejecting your reponse again as you are dodging my main points, which I emphasized in my previous response:

  1) you still lie for my statement. I NEVER SAID THAT I WAS BACKING OFF RIGHT BEFORE THE IMPACT. MY CAR ALREADY STOPPED FOR A FEW SECONDS PRIOR TO THE IMPACT; Therefore, your arguments on "right of the way" doesn't make sense at all. 

  2) You are still turning blind eye to my strong evidence from my car radar signal and use only biased point to justify yourself. If you feel that evidence is not strong enough, please provide me your story of how the collision could have happened, with clear car camera record shows "my car stopped at 21 second, and my car radar only started to long beep at ***** seconds."

  I hope in your next response, you can directly address these two main points, and don't hide away from the main points again. 

  Sincerely,
  
  *****************

  Business response

  09/22/2021

  September 22, 2021
  
  
  Better Business Bureau, ****
  *************, Suite 625
  *****************
  
  Attn:  **********
  
  Re:       Complainant: *** Zhang             
              BBB File Number: 15835966
  
  Dear *** L:
  

  We are in receipt of your offices inquiry. We have reviewed the rebuttal to your department.
  

  Below you will find our position on the matter. 
  

  As noted in our prior response we believe we have provided sufficient explanation supporting our position on this matter.  At this time our decision will remain unchanged.
  
  Sincerely,
  
  
  ******************************
  Sr. Claims Manager
  Phone: ************

  
  

  Customer response

  09/22/2021

   
  Complaint: 15835966
  
  I am rejecting this response because:

   

  "we believe we have provided sufficient explanation supporting our position on this matter"

  It is a huge joke that you believe that you provided sufficient judgement without even addressing the main points.

  You don't even dare to directly address on my questions on why you lied on my statement and why you intentionally ignored very clear evidence (on my car radar signals) there.  good job on demonstrating how low AAA can go. 

   

  " At this time our decision will remain unchanged."

  of course, you couldn't answer my questions directly, so you directly ignore it. good solution for a company with no morals. 

  At this time, my view on AAA providing the worst explanation, playing dirty, lying on my statement for your favor and escaping your due responsibilities remain unchanged. 

   

  To be honest, I don't think you would be really willing to handle this in BBB. it is clear that my arguments are reasonable (that's why you intentionally lied for my statement and ignored the evidences that I repeatedly mentioned in our communication) and it is your strategy to fight for your adjuster no matter they are right or wrong.

   

  But I would love to let others see my comments and see how low AAA can go, and what kind of business this company is. 

   

  Sincerely,
  
  *****************

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/17/2021 I requested a Quote for a commercial vehicle insurance. While my husband and I were still on the phone DECIDING if we would like to move forward or not , the agent decided for us and clicked on accept before we asked her to. Therefore, the first charge was made. We Cancelled on the spot her company and business partners promised a Us a full refund within a FEW days. Now it has been close to a month and we have not yet received our full refund. I tried reaching out multiple times to address the situation and all I get is an apology and a promise to release the funds at a later date. When the date is here still not refund. Ive had other experiences with refunds from other companies and none have taken this long. I dont understand why AAA and progressive are holding MY money for no reason. I am beyond frustrated and thinking of canceling ALL my other policies with AAA due to their poor and crappy handling of this situation.

  Customer response

  09/16/2021

  Sorry for the late response.  I have been informed that the refund check was mailed on September 05, 2021.

  
  

  Sincerely,
  --
  

  Lakshmi Pal

  Member Relations

  **************

  **************************

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Breach of contract AAA membership laud over the phone with my **** debit card AAA agreed to send service truck within 45 minutes. They knew I was a single female, blocking an intersection, disabled, at night, car could not be pushed or moved and it was dark and security as well as police were threatening to impound the vehicle. They never came. I spent the night in my car. They then refused me service again when I called in the morning. They said because I didn't have my.id. they had no problem charging my **** without my ID. They also knew I didn't have a cars that night and made an exception. They broke our contract and my car is now impounded and gone. J want compensation for what was the most frightening night of my life spent alone in my car. Phone had died batte r ydied and I had no way of defending myself or getting any assistance

  Business response

  09/15/2021

  It is a requirement to have a valid ID in order to receive roadside service to avoid any fraudulent activity.
  Plus she was told when she called for service that a valid ID was required. It is in our script when members call for service. We have since refunded the amount she paid her request.

  
  Per our Membership Terms and Conditions
  AAA ********************** Additional Terms and Conditions
  The Membership must be active and the Member must be current on dues and any other fees owed. The Member must be present at the time of service, with a valid Membership card and matching photo identification to be eligible for AAA **********************s. Members without proof of Membership or identification will not be eligible for AAA ************ and will be financially responsible for service.

  
  For more information please visit our website @

   

  It is a requirement to have a valid ID in order to receive roadside service to avoid any fraudulent activity.
  Plus she was told when she called for service that a valid ID was required. It is in our script when members call for service. We have since refunded the amount she paid her request.
  Per our Membership Terms and Conditions
  AAA ********************** Additional Terms and Conditions
  The Membership must be active and the Member must be current on dues and any other fees owed. The Member must be present at the time of service, with a valid Membership card and matching photo identification to be eligible for AAA **********************s. Members without proof of Membership or identification will not be eligible for AAA ************ and will be financially responsible for service.
  For more information please visit our website @

  
  https://mwg.aaa.com/membership-terms-and-conditions.

  
  We are denying any compensation.

   

  Sincerely,

   

  Lakshmi Pal

  Member Relations

  ************

  
  
  

  
  We are denying any compensation.
  
  

   

   

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