Complaints

• Initial Complaint

  03/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is fraudulent they take a annual fee for several services than allow the drivers to get away with lying about services rendered. When you complain it takes 5 days to investigate. Makes no since when you pay for a service you need right then. Basically they get away with not providing services to you.

  Business response

  03/08/2022

  We will not be able to refund her membership dues because she used services in the membership year.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have comprehensive insurance coverage with CSAA aka ***.My truck was recently tampered with and damaged during an attempted theft. This is the third incident and claim since 2020.I reported it the the police and to CSAA. The truck was repaired twice at Klimischs., a *** service garage during the previous claims of theft and attempted theft.They did a great job with all the repairs both times.During this third attempt, Klimischs was booked and I went with AveryGreene Collision repair which the *** Claims Representative mentioned had availability.During this last attempt , they damaged the gear shifter again, jamming it worse than the previous theft because I now use ******** and a security Brake lock bar together after experiencing the theft of my truck in 2020. The door was damaged. The ignition was damaged. The wiring under the console was tampered with and some components were later said to have been stolen from under the dashboard. My main complaint is that the gear shifter was not repaired and I was told it is normal wear to the bushings? All I know is that it is not operating the way it used to operate prior to this latest attempt. The truck goes in Reverse while in park. The truck goes in drive while in reverse. The key gets stuck in the ignition at times and the key alarm stays on when the key is removed . You have to wiggle components to remove the keys and the ignition bezel to stop the key in Alarm.My claims representative said she cant help me because all the aforementioned is regular wear and tear. M. Ive driven this truck less than 700 miles between the two claims and repairs . The steering column was fully repaired and adjusted along with the gear shifter in the previous claim.Im now told they cannot do more for me.

  Business response

  03/08/2022

  
  March 8, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******, ** 94607
  
  Attn: **********
  Dispute Resolution Specialist
  
  Re:         Complainant:                               ***********************           
                  BBB File Number:                      16826066
  
  Dear *** L:

  
  We are in receipt of your offices inquiry. We have reviewed the complainants concerns and the photographs presented to your department.

  
  Below you will find our response concerning this matter.

  
  ************** reported this loss to us on January 17, 2022, stating someone attempted to steal his truck. His truck's model year was **** and noted to have ******* miles.  In the process, the thieves damaged the drivers side door lock, ignition, and steering column.

  
  On February 7, 2022, the body shop contacted us stating the damage to the steering column bushings did not appear to be related to the attempted theft.  Specifically, they reported to us that the damage to the bushings were due to normal wear and tear which is excluded under ************** policy. 

  
  Based on the findings from the body shop, we denied coverage for the steering column bushings due to wear and tear.  The damage that was related to the attempted theft was covered under his policy subject to this deductible.

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

  Customer response

  03/10/2022

   
  Complaint: 16826066
  
  I am rejecting this response because: I repaired the damaged freshly cracked gear cylinder bracket $18.00 today on 3/10/2022.  I also replaced the entire gearshifter with new bushings unit for $32.00 which I bought on *****  The work done on the ignition AAA provided was sloppy as they used translucent tape to tighten the key barrel from wiggling.  *********************** quoted me $600 dollars to fix the damaged shifter.  The shifter did have wear I am aware of, but not that it wiggled loosely.  Klimischs team did repair or adjust the tampered gear shifter previously on another claim.  
  What I found was 1 worn bushing, 1 cracked column brace, 1 cracked plastic indicator  brace.  
  

  The AAA tow truck driver saw that the gears were forced into to drive as I do use a brake lock like the Club.
  
  

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

  Business response

  03/14/2022

  
  March 14, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******, ** 94607
  
  Attn: **********
  Dispute Resolution Specialist
  
  Re:         Complainant:                               ***********************           
                  BBB File Number:                      16826066
  
  Dear *** L:

  We are in receipt of the new message & information from your office dated March 11, 2022,concerning the above complainant.

  We have reviewed the complainants additional correspondence & photographs to your department.

  We believe we addressed the complaint and provided our position on the matter to your office in our March 8th response.

  If you or the complainant have any further questions, please contact me at the phone number listed below. Thank you.
  
  Sincerely,
  
  *****************************
  
  Policyholder Relations
  Corporate Headquarters
  CSAA Insurance Group
  Phone: **************
  Monday-Friday, 8:00am to 5:00PM Pacific Time

  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company used my old membership to deny second tow reimbursement and yet is still collecting payment for new membership while denying me benefits. This company allows the contracted tow company to tow cars to their storage without customer permission and will not reimburse. But as a contracted service it is their legal obligation to protect and reimburse consumer for the actions of the agency the contract for my contract is with AAA. This will go to arbitration if not resolved because its fraud.

  Business response

  03/03/2022

  We have made a business decision to refund member $85.00. She should expect the refund check within the next ***** business days.

   

  Sincerely,

   

  Lakshmi Pal

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

  Customer response

  03/03/2022

   
  Complaint: 16816801
  
  I am rejecting this response because: I am owed the $240 along with the $85 at the minimum 
  
  Sincerely,
  
  ***** Daniels 

  Business response

  03/04/2022

  Correct she is also being sent $240.00

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been AAA members for approximately 30 years. We currently have home and vehicle insurance. We went to purchase a new vehicle on 2/26/22, but before buying the vehicle, we called AAA to do our homework around the insurance, as it was the first brand new vehicle we were buying and wanted to make sure financially the insurance and registration could be afforded. We provided the *** number of the vehicle we wanted to purchase and were given a quote of ******** per year. With this in mind, we purchased the vehicle. the next day, I called the same AAA number to add this vehicle and drop our older vehicle. I was told the vehicle would not be covered, as it had a 6 inch factory lift kit on it (not after market, a factory installed lift kit). I stated that the truck we were dropping the coverage on also had the same lift kit on it. The representative told me that the person that added that truck ten years ago to our policy erred and that the representative that quoted me the price on 2/26 erred. I explained that we purchased a $70,000 vehicle after having done our homework and being told it would be covered for 1.015.00 per year. I asked for a supervisor and was told the same with the supervisor using the phrase, "this is unfortunate". I explained this was much more than that, as it is egregious and incompetence and AAA should have to cover our vehicle, as this was their error. She stated that they would not. We are finding other coverage but want compensation for their egregious error (which can be coverage of the truck since as of 2/26 they were covering for ***** per year) as well as seeking reimbursement for the coverage we paid on the **** vehicle for 8 years since it was not correctly insured according to AAA. If we find other coverage, we want no penalty to withdraw our vehicle and housing insurance from AAA.

  Business response

  03/07/2022

  March 7, 2022
  
  Better Business Bureau, ****
  ********************************************************* 94607
  
  Attn:  *** L
  
  Re:      Complainant: *******************************               
              BBB File Number: 16816445
  
  Dear *** L:
  
  We are in receipt of your offices inquiry. We have reviewed Ms. ********** complaint to your department submitted on March 1st. Below is our response.
  

  I contacted ********************** on March 4th and left a detailed voicemail with my direct contact information requesting a return call to review her concerns. As of March 7th I have not yet received a return call.
  

  ********************** contacted our customer service department on February 26th to obtain a quote for a new truck to replace one listed on her policy. The service agent calculated a quote with the information provided, including the *** number. The service agent advised the vehicle would cost approximately $1,015 to insure with the same coverage as the existing truck. As confirmed with ****** in ******************* on March 3rd, at no point have lifts/lift kits been installed at the factory. The *** number would not have reflected the aftermarket addition to the vehicle.
  

  The service agent provided the approximate cost to insure the truck as requested. On February 27th, ********************** contacted customer service again, this time to process the replacement of the old vehicle for the new. While in the course of risk evaluation, the service agent was advised of a 6inch lift, making the new truck ineligible. ********************** advised the previously listed **** Dodge possessed the same lift and has been insured for years. There is no exclusion for coverage listed in the policy contract specific to lifted vehicles, so the **** Dodge was provided coverage as listed.Now that we have been made aware of the lift on the new Dodge, we are unable to make an exception and add it to the policy extending coverage.
  

  ********************** had the policy cancelled as of 02/28/2022 after having obtained other insurance. A refund has been issued for the unused portion of the premium. We are unable to extend coverage to the newly purchased vehicle or provide a refund for the previously insured vehicle as coverage was provided.     
  
  Thank you for providing us with the opportunity to review your concerns. Should you have any questions or require any additional information please contact me at ************ Monday Friday 8 AM to 5 PM.
  
  Sincerely,
  
  **************
  Policyholder Relations Consultant
  Policyholder Relations - CSAA Insurance Group

  Customer response

  03/07/2022

   
  Complaint: 16816445
  
  I am rejecting this response because: The response is not acceptable due to an inaccurate response and invalid information made by the business. Specifically, this complaint surrounds complete unprofessional behavior by the business with a complete lack of integrity in how they conduct business and treat their consumer. We have been loyal customers to this agency for over 30 years. We did our due diligence by calling the agency ahead of purchasing the vehicle to obtain an insurance quote specific to the vehicle we were buying. The lift on the vehicle is not an aftermarket lift. The dealer had the lift completed prior to selling the brand new vehicle to us and even provides a warranty on the lift based on it not being aftermarket. AAA had provided a quote of that vehicle and did not honor it when we called the following day after having purchased the vehicle. We were instead told that it was unfortunate that the representative did not do their job. We purchased a vehicle after having checked with AAA and being told the vehicle would be insured for a certain amount and that we had time to call back and insure the vehicle. We called the day after, within 12 hours, and were told differently. At this point, we had made a $70,000 purchase of something that AAA would not honor their word in adding to our policy. Based on principle alone, after 30 years, we canceled our policy. As to the former dodge vehicle that we traded in based on the quote that AAA gave us:  We were also told that they incorrectly insured that vehicle, as that representative also did not do their job. When we spoke to Management, we were again given no explanation other than it was unfortunate. There was no compensation, responsibility nor accountability taken by any level of staff, including the response given to us by AAA in response to this complaint. This was an egregious error on their part combined with lack of character. 
  
  Sincerely,
  
  *******************************

  Business response

  03/11/2022

  March 11, 2022
  
  Better Business Bureau, ****
  ********************************************************* 94607
  
  Attn:  *** L
  
  Re:      Complainant: *******************************               
              BBB File Number: 16816445
  
  Dear *** L:
  
  We have reviewed Ms. ********** response to our answer to your department submitted on March 9th. Below is our response.
  

  ********************** contacted our customer service department on February 26th and spoke with service agent ******. When ****** asked what we could help with,********************** responds with I was wondering if you could give us a quote. I need to know how much we are paying a year for the **** Dodge Truck and want to compare it to if we bought a new vehicle, what you would charge for the new vehicle. The service agent calculated a quote with the information provided,including the *** number. The service agent advised the vehicle would cost approximately $1,015 a year to insure with the same coverage as the existing truck. In the 4 minute 9 second phone call to obtain the cost, at no point was it disclosed the vehicle was in the process of being purchased nor were there indications of any interest beyond the potential cost difference to warrant additional risk questions.  
  

  The *** number would not have reflected the aftermarket addition to the vehicle. The lift having been installed at the Dealership and warrantied there may speak for the quality of work but does not translate to Factory Installed or alter the information contained in the *** number. The service agent provided the approximate cost to insure the truck as requested. The quote provided was accurate,if we were unaware of the eligibility issue, $1,015 would be the cost to insure the truck.
  

  On February 27th, ********************** contacted customer service to process the replacement of the old Dodge for the newly purchased 2021 GMC.While in the course of risk evaluation, the service agent asked if there were any aftermarket parts or equipment on the vehicle, at which point ********************** disclosed the lift, making the new truck ineligible according to our guidelines.There is no exclusion for coverage listed in the policy contract specific to lifted vehicles, so the **** Dodge was provided coverage as listed. Now that we have been made aware of the lift on the new truck, we are unable to make an exception and add it to the policy extending coverage.
  

  ********************** had the policy cancelled as of 02/28/2022 after having obtained other insurance. A refund has been issued for the unused portion of the premium. Our position remains unchanged, we are unable to extend coverage to the newly purchased vehicle or provide a refund for the previously insured vehicle as coverage was provided. We understand that this is not the response you would prefer, but we sincerely hope it has brought some clarity.
  
  Thank you for providing us with the opportunity to review your concerns. Should you have any questions or require any additional information please contact me at ************ Monday Friday 8 AM to 5 PM.
  
  Sincerely,
  
  **************
  Policyholder Relations Consultant
  Policyholder Relations - CSAA Insurance Group

  Customer response

  03/14/2022

   
  Complaint: 16816445
  
  I am rejecting this response because: Again, I contacted the representative with a specific VIN number, as I have done when purchasing all my former vehicles. I asked for a quote, providing a VIN, at which time I should be asked all necessary questions, just like I was asked how many miles I will be driving. What does that matter, if no other questions are applicable. This is just further evidence of AAA not accepting responsibility for an error that led to me purchasing a vehicle that considered the call I placed to them. AAA management also acknowledges nothing regarding their representative and a manager stating that the situation was unfortunate because fellow staff failed to do their jobs. Rather, AAA management is now alleging we are making calls with specific VIN numbers with no intent to buy. I encourage AAA be downgraded for this egregious error with no responsibility being accepted on their part, which shows a complete lack of integrity. 
  
  Sincerely,
  
  *******************************

  Business response

  03/17/2022

  March 17, 2022
  
  Better Business Bureau, ****
  ********************************************************* 94607
  
  Attn:  *** L
  
  Re:      Complainant: *******************************               
              BBB File Number: 16816445
  
  Dear *** L:
  
  We are in receipt of Ms. ********** additional rebuttal received on March 14th.Below is our response.
  

  I am sorry to read ********************** remains dissatisfied with the explanations provided. The service agent providing the quote in the initial call did not error, she performed her duty as required. The questions that impact rate/price were asked and the quote was calculated correctly. Though quoted as designed, Ms.********** experience allows us perspective on an opportunity for growth and potential improvement.
  

  We appreciate the opportunity to address your concerns and are truly sorry for any frustration experienced.
  

  We consider this matter thoroughly reviewed and will be closing our file.       
  
  Sincerely,
  
  **************
  Policyholder Relations Consultant
  Policyholder Relations - CSAA Insurance Group

  Customer response

  03/22/2022

   
  Complaint: 16816445
  
  I am rejecting this response because: to reiterate again, leadership is not taking accountability and is showing equal ineptness, as how could the agent perform their job as required when she failed to ask questions to determine if my vehicle could be covered/warranted a quote. That, in and of itself, is an error. And, leadership/management is not recognizing that nor providing any compensation for such an egregious error. Again, this is complete lack of character. Integrity is not about being right, its about making sure you get it right. AAA has failed to do so after multiple attempts and opportunities to rectify. All people error, its human nature, but what sets us apart is taking accountability and doing things different next time, neither of which they have done. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/5/22 I came home to fund my house had been damaged due to a car crash.The meter was ripped off of the house caused by a downed telephone pole. Numerous straps of vinyl siding were damaged as well as the front gutter.I paid an electrician ******* out of pocket for emergency repair.The transformer from the pole dumped hazardous oil 10 feet from my well pump. DEEP spent many hours digging up the spill.***********************, CSAA INSURANCE Group, cell #********** was assigned to my claim. He explained to me that if I went through him and paid **** deductible, he would get the money from the at fault insurance company and I would be covered for things such as depreciation that the other company might not cover.I then got a call from a different agent, ***********************, that lives out of state. He said the claim was dumped in his lap and he was ready to write me a check for 6K.I said I would contact a contractor and get back to him.The contractor explained that my type of vinyl siding was no longer made and new siding would not match the old. He gave me an estimate for the cost of siding the entire house which I forwarded to ***************.After seeing this estimate *************** became impossible to contact via text, phone or email. He didn't talk to the contractor and when I sent him a text saying he was forcing me to contact BBB, he got back immediately. He wrote an estimate claiming to cover the front and side of the house. He said the at fault company only covers damage incurred and my insurance will pay for the front as it's in the same site line.I explained that my house will be two toned and he said if I don't like it I can contact the other insurance company myself. He's back to ghosting me. He sends an automated message saying he's out of the office.My claim number is **** 51 **** Can you help to make this agent due his job? Thanks, *****************************

  Business response

  02/24/2022

  
  February 24, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******, ** 94607
  
  Attn:**********
  Dispute Resolution Specialist
  
  Re:         Complainant:                               ****** Piersanti                    
                  BBB File Number:                      16792469
  
  Dear *** L:

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

  Below you will find our response concerning this matter.

  We are the home insurance provider for the complainant. A claim was submitted to our company. The policyholder reported that a vehicle had struck his residence. Immediate contact was made by the adjuster and an inspection was performed the following day. We explained to the policyholder what the claim would cover.  A settlement check was issued on 2/10/22. The estimate included direct damages to the electrical,siding, gutters, and landscaping.

  About the siding, the evidence supported replacement of the right and front siding as those areas were damaged from the vehicle impact. The policy (our contact with the complainant) covers direct physical loss to his property.The complainant did indicate to us that he also wanted the siding on the left and rear sides replaced however, those areas were not damaged. We explained to our policyholder that the settlement we provided was in alignment with the states regulation in terms of a reasonable uniformed appearance (RUA).  RUA generally means of like quality, like color and like size, but does not require an exact match of the same material.

  We are in the process of submitting a claim for reimbursement to the responsible partys insurance company. We also requested our policyholders deductible and will reimburse our policyholder upon receipt.

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

  Sincerely,
  
  *************************
  Homeowners Claims Supervisor
  Phone: **************

• Initial Complaint

  02/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I canceled my membership with them after 13 years of nothing but frustratingly bad customer service. I requested more times than I can count to stop soliciting me with all of their continued uninteresting junk mail, that I had no intents on acquiring any further services with them due to the poor quality customer service, demanded to be opted out since they don't provide, by law a way for anyone to do it on their own, & never contact me again. That was honored until last month when they once again began soliciting me. I wrote them, they ignored it. Then I received yet another solicitation. These people just don't know how to listen or respect people who pay their salaries. That's why I canceled my membership & bought roadside from my current carrier who has not solicited me in the year I've been an insured. That speaks volumes about ***************** customer service. AAA doesn't know what that means & likely never will. I called on 2/17 & spoke to Becka who says she's a supervisor in the auto insurance area. She said that all of the boxes to not send me anything were checked & she was confused as to why I would be getting solicitations. I reminded her that I called numerous times prior to canceling to stop the solicitations which never did, then I canceled because of it. The life insurance team kept sending me unsolicited mail weekly. As I said I have no intents on ever being a member or customer of this company again. 13 years of frustration was enough, it never got better & never will based on my recent convo with Becka. I told her to turn it over to IT to figure out, I'm sure she failed to do that. If they continue with the solicitations after this complaint I will *** in civil court & let them explain to a judge why they can't figure out what "stop" means. I plan to keep everything they send for my suit including this complaint should it come to that. The choice is theirs. They think they are too big to be sued or challenged. I'll be happy to prove them wrong.

  Business response

  02/24/2022

  Insured has not has a policy with us since 2010.

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

  Customer response

  02/24/2022

   
  Complaint: 16789029
  
  I am rejecting this response because: Because they did not read the complaint, nor acknowledge the mailed communication I received! Read it or be sued the next time I get anything from them. Whoever wrote this response isn't well versed at all on any level. It's not an acceptable review or response and most certainly did not address my complaint at all! If I get another solicitation of any kind from AAA then I will be sure this person is fired when I file my suit. Hence the reason I don't have anything with them! Like I said in my complaint: horrific customer service!!!
  
  Sincerely,
  
  ***************************

  Business response

  02/25/2022

  I have been informed by our *************** that her her name and address has been removed from all future solicitations including Life Insurance. It normally takes between 6 to 8 weeks to be completely.

   

  Our sincere apology for any inconvenience.

   

  Sincerely,

   

  Lakshmi Pal

   

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

   

   

  Customer response

  02/26/2022

   
  Complaint: 16789029
  
  I am rejecting this response because: you should've had my name and address removed from your database when I closed my membership last year. There's no ability for members to opt out from any of your solicitations because you want the freedom to be able to sell your members personal information without our permission or knowledge, for your own selfish greedy purposes! You've done this for years and will never change! I'm not accepting your "6-8 weeks" excuse because all marketing companies use that same lame excuse to keep bombarding you with their unsolicited junk mail hoping you'll wear us down & we'll bite. The only thing that does with me is make me more determined to make an example out of you. It just means you sold & shared my personal info with other marketing companies that I neither had knowledge of nor gave my permission to do so. So now you have to figure out how to scrub your systems? If I get anymore unwanted, unsolicited junk mail from this company after this response, I will keep it and *** you. The reason I will be able to *** you is because before I canceled my membership with the So. CA branch, and opened it with the No. CA / UT branch I was continuing to receive unsolicited junk mail. I called the So. CA division numerous times to tell them to opt me out, was always told I was but continued to receive junk mail. When I got the new membership, I paid, then began receiving bills almost every month claiming I hadn't paid when I did and it was clearly in the system. That finally stopped. I began receiving unsolicited junk mail right after that. I called numerous times to So. CA who was still sending me junk mail, and to No. CA to make sure they didn't begin to. I was told each time I wasn't in the system & everything was turned off. It never was, it was all lies because that's what AAA does - lie! I told No. CA if I got ************ of unsolicited junk mail I would cancel my 13 yr. membership without further concern & demand a full refund. They lied again, shortly after I received more mail. I immediately canceled the membership by phone with a supervisor while still at the post office. There was no ability to salvage the relationship & I don't do business with companies with poor quality customer service. For 13 yrs. I've had to endure the ineptness of the employees at this company. I finally decided to get them out of my life & when I did I finally had peace. Then their junk mail showed up in my POB again! I'm sick of the lies & repeated lame excuses from this inept co. Send me anything I don't care if it's a year from now & I'll see you in court & believe me I'll go straight to the media once I do! When companies get too big they lose the quality of service & no one ever knows how to fix anything because turnover is high, training is limited or nonexistent, the original people with the knowledge either left or moved up the corp. ladder. That's why a lot of businesses don't want to go beyond certain areas because it's too hard to keep quality of service & products the same. Scrub your systems ASAP or risk a law suit, I won't give you any warning if I have to *** you, the court papers will go to your President. Your choice! Get your IT team involved who has the knowledge to scrub the database or I'll see you in court. I'm sick of your excuses!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have many service concerns related to our last calls in early September, but well cut to the most important issues. We are owed a partial refund and an appropriate receipt. Its unacceptable that over 5 months later the issue is still unresolved.We tried to get battery service on 9/6/21 but no one was available. On 9/7/21 our battery was tested, and we needed a new one. Despite showing *************** the *** receipt for the battery that had failed, he charged us full price. He claimed that in order to get a prorate we had to have purchased the battery ourselves. (My dad had the car before us, is a *** member in NV, had purchased the battery, and gave the paperwork to us.) The battery was still under warranty. Since it was over 3 years but under 6 years, we should've still received a discount on the new battery. Also, when I asked for a receipt, all I ended up receiving via email was a credit card receipt.I called *** after the *************** employee left that day to clarify the warranty issue. The night before when we first tried to receive service, the *** agent confirmed that battery warranties were transferable. Your policy is also on your web site.The agent opened a complaint/claim for us for on 9/7. No one contacted us in the given time period. Eventually *********************** of *** contacted us over a week later *************************** We talked a couple of times, and I emailed her several supporting documents. We havent heard anything since. We have emailed and faxed and sent letters to multiple other people. *********************** should've uploaded any important documents that we forwarded her via email.We have been members singly and married for many more years than the membership card indicates. Please issue our prorate refund, as well as an appropriate *** receipt which shows the details of the new battery we purchased from your representative. Thank you.Member ID ****************

  Business response

  02/23/2022

  We have offered to refund her the prorated amount.  She has been advise to expect the check within the next 15 to 20 business days.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On three occasions I have requested service from AAA House Manager owned by ****, to provide services offered by their home owner program. Specifically I payed $***** in premiums each month as a member. I requested on one occasion services for a Dry Wall repair which was scheduled, then AAA House Manger canceled shortly before the service date. At the same time I requested weed and **** removal service which was scheduled and then cancelled due to the possibility of rain but there was no rain that day. I again requested that the weed and brush removal service which scheduled and then cancelled because the individual assigned to service the property was exposed to Covid. Each scheduling was two to three weeks from the request and each time I took the day off work to make myself available for the appointment. I was not satisfied with not having service three times in three months that I asked for my membership and money back and I was refunded 4 payments of ***** and then I received a email saying that my membership was cancelled and that the membership will not be renewed.My complaint is directed to the membership will not be renewed. I believe that AAA HOUSE MANGER has banned me from being member in retaliation for seeking to be refunded monthly payments after they provided no services. My intentions was to utilize my membership to eventually have my home renovated but considering the fact that AAA House Manager could/did not complete a simply dry wall, weed and brush removal service request when sought, I believe that it would be another frustrating experience to employ the service of AAA House Manager for a renovation because they did not deliver the experience to me that they advertised. AAA House Manager issued a ban on my membership as if I was a member who violated our agreement to be a member when it was AAA House Manager who failed me by not providing the quality of service that they advertise.AAA House Manager should lift the ban on the membership renewal.

  Business response

  03/10/2022

  Hello,

  
  He can rejoin the House Manager whenever he is ready.  There is no restriction.

  
  Our apologies for any confusion. 

  
  Sincerely.

  
  

  Lakshmi Pal

  Member Relations

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my brother passed away. i am his personal estate representative via probate. i am trying to get house repaired from death in residence. insurance company has issued a check, but the contractor is not helping and i need to find out what to do now. now AAA insurance is NOT returning phone calls. i am wasting a lot of time trying to get them to let me know what my options are, if i can go to another construction company or what ? this is ridiculous, cannot get a callback from AAA claims adjuster ******************** claim ************. i have a check from AAA for $10,571 and nothing is happening and nobody is calling me back.I NEED A REP WHO WILL RETURN CALLSI NEED THE *** COMPLETEDI MAY NEED TO GO TO A DIFFERENT CONTRACTOR, IF I AM ALLOWED AT THIS POINT

  Business response

  02/18/2022

  
  February 17, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******,** 94607
  
  Attention: ****************
  
  Re:       Complainant:                        ***************************
              BBB File Number:                 16446562
  
  Dear **************:

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

  
  Below you will find our response concerning this matter. 

  
  When we received your inquiry, we contacted ****************** on February 15, 2022, he advised us that his contractor could not complete the repairs. We offered to submit his name to the Network Referral Program that we participate in, and he declined. We reiterated that he could provide our estimate to any contractor of his choice and that he can pay the contractor with the check he received from us in October 2021.  ****************** advised that he is handling finding his own contractor to complete the work and would call us back if he needed our assistance through the Network Referral Program.

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

*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. ↩