ComplaintsforAAA New Mexico, LLC

• Initial Complaint

  05/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is regarding my auto insurance with AAA New Mexico. My insurance due date was April 20, 2022, and I stopped by the 10501 Montgomery Blvd office on April 19, 2022 to pay my bill. AAA New Mexico had decided to end my coverage unless I added or declined another driver, so I'm not even certain my coverage was still intact. I may have been driving around uninsured and didn't know it. So I stopped by the office in person; my mother had referred me to James M****************, as she said he handled her payment with no problems. But ever since we met, there have been problems with my insurance. He was unable to take my payment on April 19, 2022, and took six days to get my auto insurance in order. By then, my insurance had lapsed, of which I advised James M****************, but he assured me that I was still in the "grace period" and would be able to drive my car. I did not drive my car or anyone else's for nearly a week because I was unsure of my insurance status. During those six days I called him numerous times, and even reached out to his supervisor and his supervisor's supervisor, to no avail. None of them returned my calls until April 25, 2022, when I was finally able to make a payment in full. So imagine my surprise when I received another letter from AAA New Mexico giving me a refund of $62.00 for the amount of time that my insurance lapsed. I was and am not happy because this should not have happened. I did everything in my power to ensure that it did not happen. I even called the west side Albuquerque office to speak with another agent, but my phone call got rerouted to the 10501 Montgomery Blvd office. Another agent named Dominic answered.

  Business response

  07/29/2022

  Please see the attached response

  July 28, 2022
   
  ******** ********
  ** *** ***
  *** ******* ** *****
   
  Member # ***************
   
  RE: Case # ********
   
  Dear Ms. ********:  
   
  Your May 31, 2022, inquiry to the Better Business Bureau has been forwarded to me for investigation and response.
   
  Before I begin, I would like to thank you for your eleven years of membership and for taking the time to notify us of your concerns. Your insight and feedback are greatly appreciated. 
   
  The correspondence received states you visited your local branch on April 19, 2022, to review your payment with James M****************. Since then, you were unsure what your policy status was, or if you were even able to drive your car. You finally reached someone to process a payment but were upset to later receive a refund check with notice of a lapsed policy.  
   
  Ms. ********, please accept my sincere apologies. I was sorry to learn of the difficulties you experienced. Our records reflect our internal underwriting department reviewed your auto policy, ************, and required additional information about household residents you disclosed on your pre-renewal insurance questionnaire. You provided this information to Mr. M**************** on April 5, 2022, but he mis-keyed the information, leading the policy to lapse. Koreena “Kori” T***** contacted you upon receipt of this letter. She completed a comprehensive policy review, reinstated your policy, with no lapse, and corrected your billing. The $62.00 refund check previously sent to you was, with your permission, cancelled and reapplied to your policy, which is now paid in full through October 20, 2022, barring any changes. A final refund of $49.00 generated and mailed today, July 28, 2022, and no further action is needed on your part. You expressed satisfaction with this resolution and have voiced you have no further current needs. 

   
  I thank you again for taking the time to bring this matter to our attention. I hope your continued business will allow us another opportunity to earn your trust and provide you with the legendary service we pride ourselves in. You may contact Ms. T***** at ###-###-####, or Branch Business Manager Glen O****** at ###-###-####.    
   
  Sincerely,
   
  Kent L******
  Vice President and General Manager, AAA Texas
  

  cc: Thomas K******
  Regional Manager
  

  
  

  Customer response

  07/30/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is not entirely accurate. I never brought up the pre-renewal questionnaire with Agent M****************. I did verbally complain to Agent M**************** about AAA keeping my deceased grandmother on my policy. She has been deceased for over six years now, and AAA still had her on my policy. 

  
  

  I'm not even sure why my other family members are on my policy as they never drive my vehicle. Maybe I'm completely dense, but all-in-all, I don't see how this affected my policy lapse.

  
  

  I have spoken with Kori and another AAA employee, and the insurance and financial matters were settled to my satisfaction, but the business response was not entirely correct in assuming why I was upset in the first place. 
  

  
  

  
  Regards,
  
  ******** ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  09/07/2022

  We received a response rejection and request you please post our response below to this complaint.
   
  
  Our initial response offered apologies and confirmed the complainant expressed satisfaction with the resolution and had no further needs.  Upon receipt of the rejection, Glen O****** has made multiple attempts to speak with you and has not been successful. We encourage you to contact Glen O****** at ###-###-#### with any further questions.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Adjuster lied to me in regards to hail damage bc never gave me a written report supporting his evidence. I need this situation resolved asap. I’ve attempted to contact the adjuster but I always reach a voicemail. I had two different roofing contractors say the damage was done while I was covered by AAA. The adjusters name is Ben Y****. His managers name is Natalie L******.

  Business response

  04/28/2022

  Please see the attached response from AAA New Mexico, LLC

  April 25, 2022 
   
   
  Better Business Bureau Serving New Mexico and Southwest Colorado 
  Attn: ****** ********* 
  **** ********* *** *** *** * 
  Albuquerque, NM 87109 
   
  RE: Insured : ********* ******* 
  Claim No. : ********* 
  Policy No. : ************ 
  Date of Loss : 03/10/2017 
  Case No. : ******** 
   
  Dear Ms. *********, 
  I am writing in response to your correspondence dated April 11, 2021 regarding the above captioned claim. We appreciate the insured taking the time to write and allowing us to address her concerns. In the BBB inquiry, the insured indicates concern regarding the settlement of her roof claim. 
  On September 07, 2021, the insured reported to the Exchange roof damage to her home due to a recent hailstorm. Service Coordinator Service Coordinator Jerica M**** was able to speak with the insured on September 09, 2021 and confirmed the loss facts. Field Property Estimator Ben Y**** was assigned to assess the damages. 
  An inspection was set for September 14, 2021 with the insured. The inspection took place as scheduled and no hail damage was observed to the roof. Mr. Y**** did observed normal wear & tear in the form of granule loss, nail pops and exposed staples through the shingles. Based on the inspection, a no coverage letter with the applicable policy language was sent to the insured the same day. The policy excludes normal wear and tear and faulty workmanship. 
  On April 8, 2022, Ms. ******* placed a call to our Policy Management Group to advise she was attempting to sell the home however was unable to do so as there was hail damage to the roof. The insured had switched insurance carriers and her current carrier indicated the damage did not occur during their coverage period.
  Manager Natalie L***** contacted the insured and scheduled a re-inspection on April 14, 2022. Ms. L***** observed damages that may be consistent with hail damage and extended coverage for the roof replacement. A $11,993.43 check was issued for the repairs on April 18, 2022. The check represented the repair estimate of $12,993.43 less the insured’s deductible of $1,000.00 resolving the insured’s concern. 
  We are glad we were able to amicably resolve the insured’s concern and apologize for any inconvenience that the insured incurred on the claim. Should you have any questions, please contact manager Natalie L***** at ###-###-#### or by e-mail at ********************************* 
   
  Sincerely, 
   
  Claudia ** R******** 
  Vice President, Insurance Claims 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday January 10, 2022 at approximately 0900 hours I spoke to a AAA insurance agent by the name of Victoria at phone number ###-###-#### and advised her that I had decided to go with another auto insurance company because she was not available the day prior to get my paperwork done. Later on the afternoon of same day , my bank notified me that money was withdrawn by AAA insurance in the amount of $165.00. I called Victoria back and she told me that it was too late to get my money back. Be advised that I did not sign an agreement with AAA Auto Insurance, she collected the money without my authorization. I have tried contacting her supervisor multiple times but do not get a returned phone call.

  Business response

  01/24/2022

  January 21, 2022
  
  ****** *****
  *** ******** *** *** *** *
  Albuquerque, NM 87108
  
  Member # ***************
   
  RE: Case # ********
  
  Dear Ms. *****:  
  
  Your January 14, 2022 inquiry to the Better Business Bureau has been forwarded to me for investigation and response.
  
  I would like to take this opportunity to thank you for allowing AAA New Mexico to quote your membership and insurance needs. I hope this letter finds you safe and healthy.
  
  The correspondence received indicates you purchased auto policy ************ and renter’s insurance policy ************ from Sales Agent Victoria M******* effective January 8, 2022. You called her back on January 10, 2022 to request cancellation as you realized Ms. M******* processed payment but had not provided you any documentation.  
  
  Ms. *****, please accept my apologies as I see numerous errors were made with your quotations and policies. Please know we take your allegations seriously and are still researching this matter. 
  
  Branch Business Manager Christina M****** was able to connect with you upon receipt of this letter. She immediately completed and cancelled your policies and initiated the refund process. To date, we have refunded the full $124.25 payment applied to ************, as well as the $29.40 payment processed towards ************, with both checks mailing January 21, 2022. I urge you to work directly with Ms. M****** should you have any additional needs. I was also pleased to learn Ms. M****** was able to process a payment for a membership with us. I
  
  I hope your membership allows us another opportunity to earn your trust and prove the legendary service we believe in. I would also like to offer you contact information for Business Development Manager Ted G******, who may be reached at ###-###-####.
  
  Sincerely,
  
  Kent L******
  Vice President and General Manager, AAA New Mexico
  
  cc: Ted G******
  Business Development Manager
  

  
  

  Customer response

  02/01/2022

  Hello,
  
  I want to let you know that I recieved a check from AAA Auto Insurance yesturday evening for the full refund.
  
  Thank you so much for your help in this matter.
  
  Sincerely,
  ****** *****

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They, Jennifer A******, Agent, Jesuel “***” C***, Branch Business Manager, do not return calls. I'm still waiting for a refund that have been for coming since October 20,2021. On the 13th of October I spoke with Jennifer A****** and registered for auto insurance. At this time I provided Jennifer with two cards, one card to be used for the initial payment of $144, the other to be used for automatic withdrawal of the monthly payment. On October 20th I discovered that the money had been deducted on October 14th (one day after) from the wrong account. I contacted Jennifer on the 20th of October and made her aware of the situation and requested that the refund be processed. I explained that the money that was withdrawn from the wrong account. The money in this account was to be used as a deductible for an upcoming surgery which is not covered by insurance, I expressed the urgency in having it replaced and as of today has not been done so., the process has not even been stated. Jennifer did explain that it does take up to 10 days for a refund and as of yet that refund has not been submitted for. If you can charge my account in one day after speaking with one of your representatives, why does it take up to 10 days for a refund? My only options were to postpone the surgery. Miss A******'s actions had serious consequences it affected my eyesight the money taken was reserved for my copay not covered by my insurance for my eye surgery. In the meantime my eyesight was getting worse. Miss A****** had information on both cards, and should been taken care the day I contacted her instead NOTHING had been done until today. Mr. C*** contacted me and explained in order for me to be reimbursed they would have to bill the correct card again and I would have to wait another 10-12 days for reimbursed. this is unacceptable why would they bill me twice for the same thing. If the initial deduction was made 1 day after speaking with why is taking almost a month for reimbursement?

  Business response

  12/02/2021

  Dear Valued Member,
  
  I would like to take this opportunity to thank you for your membership and for taking the time to notify us of your concerns. Your insight and feedback are greatly appreciated, and I hope this letter finds you well.

  The correspondence received indicates you obtained auto insurance from our Sales Agent . You offered two cards; one for a down payment of $144.75 and another to be set up for automatic monthly installments. Unfortunately, we ran the $144.75 payment on the wrong card, causing you distress as you were saving that money for a specific purpose.  
  
  Our records indicate that we did indeed process $144.75 on October 13, 2021. You spoke with us on October 16th and alerted her she used the wrong card. Our agent apologized and explained she could process a new payment and refund the original payment at the same time. You declined and asked to speak with a manager. Our Branch Business Manager attempted to connect with you the following week but was unable to reach you. You continued to miss each other’s calls on the 26th, 27th and further into November, before finally connecting, via email and phone, on Thursday November 4, 2021 when you made an appointment to meet in person on November 8, 2021. Our Branch Business Manager advised he could either process a new payment and refund the original payment or he could backdate the cancellation of the policy for a full refund. You declined both options stating you would like to speak to the New Mexico Office of the Superintendent of Insurance.
  
  Our Business Development Manager  contacted you on November 9, 2021 to review these options in further detail. You reached a mutual agreement to refund $144.75 directly onto the card ending in ****. Please note, the bank can apply a waiting period and we advised it could be 72 hours before the money is visible in your bank account. We then processed a second payment for $144.75 on a card ending in ****, at your direction. We would also like to advise no card is currently set to automatically withdraw any remaining installations.  
  
  ************ Process Date Effective Date Payment Amount
  Down Payment 10/13/2021 10/30/2021 $144.75
  Down Payment 11/09/2021 10/30/2021 ($144.75)
  Down Payment 11/09/2021 10/30/2021 $144.75    

  
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The AAA New Mexico, Albuquerque, NM, Montgomery Office, travel services department booked a hotel reservation at ** ****** ** ********, Portland, Maine, for me, and in error made the reservation for June 1 and June 2, 2021, rather than for July 1 and July 2, 2021. I had prepaid for the hotel along with a coastal cruise reservation for the dates of July 1 - 10, 2021. When I got to the hotel on July 1, I had no reservation. Given it was a holiday weekend, there was almost no availability but the hotel accommodated me; however, I had to again pay for a room at a substantial price increase. On July 2, I called AAA NM travel dept. several times to report my situation and got no call back. Finally on July 6 I received a call from Elisia R******** and explained my situation. She said she would look into it. The result was that Ms. R******** acknowledged the AAA NM error and said if I would provide a copy of my hotel receipt, I would be reimbursed for the additional hotel expenditure. I delivered a copy of the receipt on July 14, 2021. Since that time I have been repeatedly assured by the AAA NM travel dept. supervisor that my refund is in process. I have contacted AAA NM or received emails regarding my reimbursement on July 7, 14, 27, 28, August 7, 16, September 7, 9, 19, and October 29. I have been contacted by phone on September 21, October 12 and 13. I have been repeatedly assured that I should have my check "next week". Well, "next week" has come and gone and I still do not have my reimbursement. The amount of money is substantial, $993. I have been patient. It is four months since I incurred this charge. I want my reimbursement NOW.

  Business response

  12/15/2021

  We appreciate your patience while we worked through this matter. We are pleased that we have come to a mutual agreement and thank you for your continued membership. We will use your experience as a coaching opportunity for our staff.

  Again we appreciate you and your 53 years of membership with AAA.

  Customer response

  12/16/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA, New Mexico just left me stranded on the side of the road. It has been hours with no communication from them or the tow truck driver. I called again after 1- 1/2 hours and they apologized profusely and promised that they would get dispatch or the driver to call with their ETA. Nothing, nada, zip. Not even a courtesy call to check up on me and my safety. AAA left me by the side of the road alone and in the dark (literally and figuratively) for hours. What am I paying for? The truck was supposed to come help me at 8:46 PM. It is now 11:38 PM. Still zero communication.

  Business response

  09/15/2021

  Thank you for taking the time out of your busy schedule to report your emergency roadside service experience. Your correspondence submitted to the Better Business Bureau (BBB) was forwarded to me as a matter under my responsibility.
  
  A review of our records reflects that on July 19, 2021, you contacted AAA New Mexico requesting roadside service for your 2020 Mini Cooper. In your correspondence, you advised waiting over four hours for roadside service that never arrived. You recounted your service experience advising of the lack of concern for your safety that you received from AAA, as you were stranded alone on a dark road without any updates from AAA dispatch.  Ultimately, you are requesting a review of your service experience, along with a reimbursement of your membership due to the lack of priority taken when you were in desperate need of assistance. 
  
  Please know that your feedback is very important to us, as it allows us the opportunity to assess and improve upon our member service experience. In this particular instance, we recognize the poor service that you received when you were stranded alone on a dark road.  To address the delay, our contract station relations management team that oversees this territory, will be reviewing the service request with the contracted service provider that was dispatched to assist you.  Additionally, we have reviewed with our staff the importance of prioritizing member safety, keeping our members informed, and of providing options to ensure our members receive service in a timely manner.  I can assure you that we have reviewed these service concerns with all parties involved with the goal of avoiding a recurrence of this nature in the future. 

  On behalf of our entire organization, we would like to extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. We highly value your membership and find it disappointing that your experience fell short of our goal and your expectations. As gesture of goodwill for the inconvenience that you experienced when in need of roadside service, please find enclosed a reimbursement of your membership dues in the amount of $87.00.

   

  We thank you for your 6 years of membership with AAA New Mexico and greatly appreciate your continued support and association.
  
  

• Initial Complaint

  06/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved my 2nd vacation through AAA travel Office via phone with representaive Elisia R******** in April 2021. I am a 20 year plus AAA member. When we arrived at our destination at the ***** office to pickup our car we were told we would have to pay for the car seat. As a AAA member we do not pay for a car seat with a rental. Elisia had put the reservation under my partners name primary and NOT mine. My partner is not a AA member and does not have a credit card. We had to stay at the reservation desk for an extended amount of time while the lady figured out how to get the deposit taken care of. I called Elisia and she said she would take care of the credit for us. This has not happened. I have spoken to her manger many times and left messages for the supervisor.

  Business response

  08/09/2021

  We appreciate your membership with AAA New Mexico and apologize for the inconvenience this caused you. As confirmed by our Travel agent and Branch Manager, the fuel option and child seat are not offered as a free benefit when booking a Pleasant Holidays travel package. These are additional charges from ***** and are incurred separate from the travel package. As a valued member, we would like you to know we will strive to inform members of all benefits and exclusions when booking travel packages. We thank you for booking travel with us and hope that aside from this particular experience that you had a fantastic trip. 

  Customer response

  08/11/2021

  Complaint: ********
  
  I am rejecting this response because: I was NOT told I would be charged for a car seat. I was told it would be the same as last time we scheduled our trip 7.20.2019 through AAA.  The buyer was NOT made aware of this charge.  I have the proof from the 2019 trip was scheduled through AAA and pleasant holidays.  If the policy changed I should have been made aware. 
  
  Regards,
  
  ***** ******

  
  

  
  

  Business response

  08/20/2021

   Although we understand the frustration and inconvenience this may have caused our position regarding the refund stands. As previously communicated, car seats and/or upgrades outside of the rental vehicle is between the consumer and the vendor *******

  Customer response

  08/23/2021

  Complaint: ********
  
  I am rejecting this response because: The reservation was made through AAA by ***** ****** via phone with AAA representative Elisa R********. ***** is the AAA card holder. Elisa put the entire reservation under another person's name who does not have AAA. If the reservation was under the correct name the car seat charge would not have happened. 
  
  Regards,
  
  ***** ******

   

   

• Initial Complaint

  06/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved here summer of 2020. Im moved from Memphis. I always have been a AAA member so I decided to get one here in Aug 27th 2020. I started getting cancellation letters from the April May. I tried calling several times ,they do NOT answer their phones. It clearly says on my plus card which cost me $89.00 expires Aug 27th 2021.. i want my money back. I am going back to tn. Im very angry and disappointed in their customer service. Id rate them a big fat 0! Please advise. Ty

  Business response

  08/09/2021

  We value your membership and want to thank you for reaching out to us on this matter. You did indeed pay your AAA New Mexico membership online in full through August of 2021 and we can see that you also took advantage of the free membership offered for your additional household member.  The cancellation notices you received were likely regarding your previous Tennessee membership cancellation because you were presently residing in and a new member with AAA New Mexico. We do ask that memberships be maintained within the state that you currently reside. If you will be moving back to Tennessee, we will be happy to cancel your AAA New Mexico membership at your upcoming renewal. Please feel free to reach out to us during our normal business hours of 9:00am- 5:30pm M-F and 10:00am -2:00pm Sat. Our local office phone number is ###-###-####.

*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. ↩