| Date Submitted: | August 2, 2008 |
| Insurance Provider: | AAA in Texas |
| Coverage: | 1 out of 10 |
| Claims: | 1 out of 10 |
| Customer Service: | 1 out of 10 |
| Cost: | 1 out of 10 |
| Recommend: | No |
| Review: | Horrible customer service chain Hello Everyone, This is a very lengthy letter explaining a serious customer service problem that I experienced with AAA recently. Please take sometime to read this. Maybe one of the readers would have experienced a similar problem. I bought AAA auto insurance policy (liability) for 1 year through the phone from a AAA representative (representative-1) on 10th May, 2008 and I paid upfront the whole premium (around 400 USD). At that the representative gave the quote based on the fact that I have 2 years of prior insurance experience and I had taken a driver improvement program. However, he never asked me send the proof for any of these, when I signed and sent back the forms. After about more than a month, around june 23rd, I received a letter from AAA underwriting department stating that they have to revoke the discount they gave on my policy based on the 2 facts namely "discount for 2 years of prior insurance and discount for driver improvement program" and increased my policy premium to double (800 USD). Then I called AAA in a week's time to ask about the letter and told a representative (representative-2) that the representative (representative-1) who sold me the policy never asked me to send the proofs. I had completed the driver improvement program in december 2007 itself, so when I bought my AAA insurace, I had the proof for that. Had the representative-1 who sold me the policy told me about this, I would have definitely sent them the copy. Then representative-2 forwarded my call to another representative-3, and I had to explain the whole story again. The representative-3 asked me to fax the proof document (prior insurance as well driver improvement program certificate). I did that promptly in a week's time. Then I received another letter from AAA in July mid that I still owe them around 160 dollars (which is more than 40% of my original premium). I called AAA again and this time it was another representative-4 and that person said that they received the proof of prior insurance and driver's improvement program only on july 11th, 2008 and the charge of 160 USD is for the months may-july during which they did not receive he documents. I clarified with that representative-4 that this was no fault of mine and it was completely representative-1's fault. The representative-4 was also very rude and did not have any politeness. Representative-4 said I need to contact representative-1 because he is the one who sold me the policy and he is the only person who can rectify this issue. I called representative-1 again and this time it went to his voicemail. I left a message explaining the whole situation and also left my contact information, and requested him to call me back. He never called me back for over a couple of days. Then I called representative-1 again, and this time I was fortunate to get hold of him and I told him the whole story. He said he was surprised as to why underwriting had this extra 160 USD charged and assured me that he will take care of this because it was no fault of mine. In a few days (within a week -now it was around july 23rd or so), I received a letter from AAA stating that if I donot pay the balance of 160 USD, they would cancel my policy effective aug 2nd 12 am. So, I called back representative-1 and it went to his voicemail. I told him the status and left my contact phone number and requested him to call me back ASAP. However, even after a day, he did not. So, I again called him back and left another voicemessage. I did not receive any response from him for over a couple of days. I then emailed the same representative-1 explaining him the whole situation and asked him to call me back. I also called his supervisor (supervisor-1) and explained him the story. As of then, it was july 31st. I also told the supervisor that his employee representative-1 never returns any phone calls. The supervisor assured me that he will take of this situation immedietely. I gave him my mobile number as well as my office phone number, and asked him to call me back at both these numbers to reach me. He did not get back to me for over close to 24 hours. By this time, it was already august 1st evening. I was paranoid as to whether my insurance is going to be cancelled. So, I called supervisor-1 again and this time it went his voicemessage and left him a message asking him to call me back. I even tried calling representative-1. However, it went to his voicemessage. I left him a message. I again called AAA policy management and this time it was another representative-5 and told her the whole story. She consulted with her supervisor and told me that there is nothing she can do and all she can do is accept a payment for 160 USD. I told her that I already paid the whole premium and asked her whether I will get the refund for 160 USD if the issue is resolved. She said, she cannot guarantee. I also verified from her as to why the premium was increased. She said its bacause they received the proof of prior insurance and driver improvement program late and thats why the premium increased. To save my insurance policy as it was already late on august 1st, I paid the 160 USD and told her to connect me to the supervisor-1 or his boss. She asked me to hold so that she will connect me to supervisor-1. Suddenly the phone got disconnected. I am sure there was no connection problem at my end. I tried calling suprevisor-1 again. However, it still went to his voicemessage and I left him a message. By this time, representative-1 to whom I emailed, had replied to my email, telling a new reason the policy premium was increased. This time he said (exactly as in his email - I only changed the supervisor's name to supervisor-1), "The reason for the policy because an additional accident that was found by underwriting. The was explained to you on a voicemail by supervisor-1. The accident was on 08/24/2007". This was a completely new story for me. All, I can say is they are trying to cover their backs. I replied to representative-1 asking him why he did not return my call. He could have easily returned my call. I think as a AAA customer, I have earned that much courtesey. He replied back saying "Several managers have been working on this all day long. I will forward your email to Supervisor-1". Representative-1 did not even apologize for not returning my call. I called supervisor-1's supervisor and left him a voicemessage on aug1st asking him to call me back. As I mentioned before, all the representatives in the chain are afraid to call me back and they are all trying to come up with reasons for saving their back. Eventhough I am angry about my premium being increased for no reason (Had I know the actual reason for increase and the amount of Increase, I wouldnt have switched to AAA from my original insurance), I am more angry because of the poor customer service at AAA and how they have treated me. The AAA representatives and supervisor's in policy management are available only between 9 am and 5 pm and I work during that time. So, I sacrificed my working hours for calling them. I also have to call from my mobile and I waste my mobile minutes for calling them. I spend about 15-30 minutes every time I call AAA (not including the call hold time). I have decided to file a ligitation against AAA through my lawyer, asking for proper damages (both compensative as well as punitive...) and I am also planning to report it to the federal authorities. I have all the proofs which are in my advantage. I have decided to take everyone in the AAA representative chain to task, even if it means it goes upto the company VP. To me AAA showed customer service when they tried to attract new customers. However they dont care about existing customers. They have forgotten something called "Customer Lifetime value". This time, I am going to remind it to them in a manner they will never forget it again. This would also be a lesson for all service oriented companies in future. I have taken this as one of the mission in my life. I also strongly everyone who have any complaint against not just AAA but any service provider to consult a lawyer or report the complaint to federal authorities. Maybe all the people who have complaints against a particular company should file a class action suit. As a customer, we have earned proper customer service. To those of you who dont have a lawyer, you may become a member of cheap legal service provider firms like legalzoom or prepaid legal where you can get attorney hours for your membership. A membership generally costs as low as 30-40 dollars a month, but in cases like these, I get attorney hours of around 50+ and also get an attorney to followup my case with companies like AAA. |
| Submitted by: | Subbu 27 year-old :: Male Reviewer :: Austin |
2 comments for this review
| Comment by: Ron From: northridge March 2nd, 2011 |
I agree, AAA INSURENCE SUCKS OVER OVER. I WAS DRIVING DOWN THE ROAD WHEN SOMEONE JUMPED OUT RIGHT IN FROUNT OF ME OUT OF A DRIVEWAY AND I GOT HURT SO BAD, WENT TO THE HOSPITAL AND AAA INSURENCE DENIDE FULL RESPONSIBILITY AND I HAD TO PAY FOR MY OWN HOSPITAL BILLS AND THEY PAY THE FULL AMOUNT FOR MY CAR. NOW I HAVE JAW PROBLEMS, EVEN HA LOCKED JAW UNTIL A DENTIST GAVE ME PAINFUL SHOTS WHICH I PAID FOR, NO WONDER THOSE BASTEREDS ARE RICH. FUCK AAA INURENCE FOREVER, THEY NEED A BILLION DOLLAR CLASS ACTION LAW- SUIT, SIGN ME UP, HOW MANEY PEOPLE DO WE NEED, ALOT OF PEPLE REALLY HATE AAA INSURENCE, I HATE FUCKIN STUPID T.V. COMERCIALS. AAA INSURENCE GO TO HELL, AAA IN LONG BEACH, WORLD TRADE CENTER 27TH FLOOR LAWYERS SUCK THE BIG ONE MR.WOODLAND CAN GO TO HELL AND HE WILL GET PROSTATE CANCER. |
| Comment by: RON From: PORTER RANCH, CA. March 2nd, 2011 |
AAA SUCKS, STOP SHOWING AAA COMMERCIALS, THAT ONLY REMINDS ME OF WHO NEEEDS A CLASS ACTION LAW SUIT.... |
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