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Cheyan m.

Contributor Level

Total Points
84

1 Review by Cheyan

AAA
  • AAA

12/15/18

I was in an auto accident on 11/14/2018 with a AAA policy holder. I contacted AAA to report the accident and file a claim the very next morning. I was told that they needed to speak with their client to determine liability. 4 days went by with no calls from AAA. I called AAAs client myself and requested that she call AAA to get the ball rolling. She informed me that AAA never tried to contact her. She called right after our call ended and reported the incident. I called Mitchell Frey, the adjuster I was assigned, to check the progress. They accepted liability and gave me a rental car with Enterprise. He informed me that my truck had to be towed to Phoenix to a AAA certified mechanic and that was the only option I had. I informed him that i would like the truck to go to Horne Collision Center 2 miles from where it was located and that if the truck would be totaled I wanted it back to repair it myself. 7 days passed and the rental car was due and no tow had happened. After leaving messages with the adjuster and his supervisor and calling over 20 times I received no answer or reply. I called the 800 number and spoke with someone in the claims department. They extended my car's rental 20 mins before Enterprise closed for the day. 7 days later the rental car was due again and no tow had happened. Again I contacted the adjuster and his supervisor with no answers or reply. Again, I called the 800 number to get the rental extended. The next morning after 5 calls and 2 messages to the adjuster he answered his phone. He informed me that the tow order had not been picked up by the tow company. He resent the request to tow and told me the truck had to go to Phoenix to be looked at. I live in Concho about 250 miles from the location they were towing to. I was told that was the only place close to have the truck looked at. That evening the truck was towed. The tow driver told me they never got the request until that day. My truck was taken to the tow yard in Show Low and stored for the next 5 days. On day 6 after the tow I called the adjuster again to see what was going on with my truck. I was told it was being towed that day to the AAA certified mechanic. The next day I called to see if they received my truck at the mechanic. I was informed that the truck was being totaled out and was at the AAA salvage yard to be auctioned. I was also informed that no mechanic had looked at the vehicle and that it wasn't in the file that I wanted to keep the truck. I then went to a lawyer to seek help. I was informed by the lawyer that I could choose what shop I wanted to take it to and have it looked at for repair. I called AAA again numerous times. I finally got ahold of a lady on the salvage department. She told me the truck was being totaled from the start and they never intended to check damages or return the vehicle. She told me none of what I requested was in my case file. I told her I wanted the truck looked at at Horne or I would be involving a lawyer. She said she would schedule a tow. 5 days later I contacted AAA to see where my vehicle was. It was still at the salvage yard with no tow ordered. I spent 2 hours on the phone to get a tow ordered. I was contacted by the AAA assessor Thomas who, to my surprise, was extremely helpful. He scheduled a tow to Horne and told me he didn't understand why AAA was totaling my truck. He deemed it reparable and not a loss. This morning i was contacted by Horne to bring my truck in. I told them AAA had my truck in Phoenix and would be towing it to Horne. She said that the order stated I would be driving the truck in. I called Mitchell and his supervisor John with no answer or reply. Again, I called the 800 number. The guy I spoke with told me the truck would be towed to Horne on 12/14/2018 to be repaired. At this time the only contact that AAA made to me was Thomas and the lady from the salvage yard (to notify me the tow truck arrived to tow). I have not received any mail, email or calls concerning my claim. All contact has been made by me and only after hours of being transferred from person to person. I will be filling a complaint to the BBB as well as the Arizona Department of Insurance. I have now been out of work with no money made for a month. I will be seeking legal help as well in recovering lost wages if needed. I would highly recommend recording all calls with this company as well as using a lawyer to help the process through when filling a claim against AAA. I have never encountered a worse company. Mitchell Frey (the AAA adjuster I was assigned) has been 0 help and has been absent during 90% of this claim. When contacted he is rude and seems to not like people. He lied to me about almost everything he said, and he never added anything to my file that I requested. I will be seeking legal advice and a possible lawsuit against him and AAA as well as their client. This has been 100% a nightmare from the start.

Let me note that I was a passenger my husband was driving and I am the policy holder of the insurance of the vechiel in question and I legally have permission to communicate with AAA on the matter as all there comments have replied with the same reply that I was only a passenger

Cheyan Has Earned 4 Votes

Cheyan M.'s review of AAA earned 4 Very Helpful votes

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