ComplaintsforAllstate Motor Club, Inc.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im a member of Allstate Roadside. My sons car had a flat tire and he called Allstates roadside assistance. The towing company towed his car to a ********* nearby. All of my sons items were stolen from his car. The towing company was the only one in possession of his keys. We contacted Allstate roadside to put in a claim on October 14, 2024. We were told that someone would contact us through email or phone between 3-5 business days. Ive reached out to Allstate a total of 3 more times and they have not responded. My son had valuable items in his car and would like to be compensated. Thank you.

  Business response

  11/13/2024

  Thank you for forwarding this concern to our office. Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer response

  11/13/2024

   
  Complaint: 22545851
  
  I am rejecting this response because: Ive talked to 3 different agents at Allstates roadside assistance at **************. They told me that someone would be contacting me within 3-5 business days and its been a month with no response. I then called 1-800Allstate who transferred me back to roadside assistance. I would like for someone to call or email so that we can get some assistance. 
  
  Sincerely,
  
  ******* Mccoy *******

  Business response

  11/13/2024

  Allstate will not respond on third party sites to ensure the confidentially of consumer information.  We are committed to resolving concerns brought to our attention through internal company channels.  Consumers may reach us by chat, email or phone using the contact information previously provided.

  Customer response

  11/13/2024

   
  Complaint: 22545851
  
  I am rejecting this response because: I have reached out to Allstate Roadside Assistance and the ***** Allstate customer service number several times in the past month and still no response. I was told on October 14, 2024 that an Allstate representative would contact me through email or phone regarding my sons stolen property. I have not received a response from anyone representing Allstate. 
  
  Sincerely,
  
  ******* Mccoy *******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used your services on Nov 2 2023. I was told I supposedly had coverage so I wasnt supposed to have to pay a fee of $92. I honestly forgot to submit this claim earlier. It just slipped my ******* it possible to be reimbursed for this still?

  Business response

  11/07/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/30/24 I called Allstate Road Side Assistance and ordered a tow, they stated I did not have any tows left on my membership so I was going to have to pay full price$159 which I agreed I needed my car out of the middle of the road so I had no choice. Then the tow truck driver from another company calls me and tells me they will need to charge an additional $90 due to some non sense a out labor? So I said you know what never mind I do not need it no more that is way too much so I said just cancel. I ended calling a different company and paid $90 total for the tow. It's been since 10/30/24 and my $159 has yet to be put back on my card and every time I call they give me different time frames, now I was just told it could take up to 2 months!? Wow that just seems unreal. How can they charge you that much and take the money automatically but can't give you your money back automatically. I just want my money I am owed back.

  Business response

  11/06/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a family Allstate Motor Club Roadside Assistance membership. My son called Allstate Roadside Assistance to help him tow a motorcycle around midnight, in *********. He told the representative that he was on a motorcycle and needed it towed about 5 miles to his house. The towing company showed up and said sorry, they don't tow motorcycles and left him stranded, closing the request. He called me at 2:30 AM and was desperate. I am in ********, he is in **. I called Allstate Roadside Assistance back, and after about 10 minutes and over 20 attempts to get to a live representative and not their automated loop, that wouldn't honor me saying "representative" only repeating "I can help you faster than a representative," and "do you need fuel?" I finally got to a live person. The representative said my son reported he was in a Silverado, and then began to dispute what was or wasn't said. I had to say, "are you going to help my son or am I cancelling right now?" He never reported he was in a Silverado. Whomever took his call selected a truck listed on the membership rather than the motorcycle. This should have been easy to fix and get him the assistance he needed, but their process is NOT set up for customer service, only a bunch of red tape. When THEY make a mistake on their end, it is the customer who suffers and has to start all over again with the automated system to try to get help. My son waited for 4 hours through this ordeal, on the side of a highway in the middle of the night, alone. We ended up calling another tow company and had to pay for that tow. I want Allstate to reimburse us. This is an awful company set up to help itself not the customer.  

  Business response

  11/04/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid in full for full service and they are sending providers that are charging me of "extra service".

  Business response

  10/04/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting Allstate.com where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the customer.

  Customer response

  10/07/2024

   
  Complaint: 22375591
  
  I am rejecting this response because:
  
  Sincerely,
  
  Angelita Santiago

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to set up a tow with Allstate Motor Club. I got a message saying the tow truck would be there between 11:32 am-12:02 pm. I missed a call from the towing company, called back immediately and the voicemail was full and I couldnt leave a message. I called back over 10 times, getting no one. I got a text from the towing company saying they needed more info from me before they could send someone out. I said I had been trying to call, vm is full, please call me. No reply. So 12:02 pm comes and goes, I try to call again at 12:12, no one answers. I cancel the tow, and the tow truck driver calls me at 12:13, saying they have been trying to reach me. I said I have been calling the last 2 hours with no reply, no answer. He then got a message that I cancelled, and said it was no problem, dispatch would call Allstate, he was on his way. Allstate Motor Club called me and said I had to pay out of pocket for this tow because since I had cancelled, it counted as a free tow. I called ***************** got passed around, hung up on, etc, until finally I was so fed up, I cancelled my membership that I have had for over 20 years. This makes absolutely no sense to treat members for 20 years like this, or even 20 minutes. Unacceptable. I included pictures of the times I called, the missed call, the texts, everything.

  Business response

  09/20/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the customer.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have Allstate Motor Club membership for years, In my membership I m allowed only 3 services per year. I used one on August 1st 2024, and September 17, 2024. I called them to use one last service on September 18, 2024 to tow my car from house to mechanic shop. When I called for service I told them clearly do not send flat truck as my car is not getting to Neural and will not start. They send the wrong truck and truck showed by only to find out that it can not be towed. Allstate still counted this claim and refuses to send another truck and want to charge me more money.

  Business response

  09/20/2024

  Thank you for forwarding this concern to our office.  Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us.  You may also call 1-800-Allstate for additional assistance.  We are happy to address the concerns upon receipt of request directly from the customer.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car was a total loss in a accident were the other car was in the wrong and they had Allstate insurance they total out my car they estimated the car to be paid out with the amount of ****** for the loss of my car but they took ******* from it they said for prior Damage on the car that had nothing to do with the accident I think that they took money for them self they left me owing the car because they took money out of it the man I talk to was very rude and I need resolved it and him to give me my money back. 

  Business response

  09/12/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  Allstate will contact the complainant within 48 hours to discuss their concern.
  

  Customer response

  09/13/2024

   
  Complaint: 22248068
  
  I am rejecting this response because: I dont agree with Allstate because they took money out that didnt have anything to do with the total loss of my car they keep talking  about prior damage something that had nothing to do with the accident on June 5 
  
  Sincerely,
  
  ******* ******

  Business response

  09/16/2024

  Our field Adjuster ***** ******* completed a physical inspection on this vehicle on 6/11/2024. He wrote an estimate of damages on the front of this vehicle totaling $9,083.17 and on a vehicle with no prior damage had a value of $10,865.00 surpasses the state guideline as a total loss.
  Mr. ******* also completed an unrelated prior damage estimate (damage not from this loss) and that estimate came to a grand total of $5,681.07. This significantly lowers the overall value of the vehicle. With the wear and tear on multiple areas of the vehicle driver's door trim panel being torn, headliner significantly scuffed, all four wheels having curb rash/scratches, and both front tires having less than 2/32 tread depth remaining also lowered the value of the vehicle. Their vehicle had a starting value of $10,865.00 - $520.00 in conditioning - $2,670.10 unrelated prior damage = $7,674.90 + $366.93 TT&L = a total payout on actual cash value on their vehicle $8,041.83
  
  I have spoken with Mrs. ******* ****** Daughter, and she completely understood how we arrived at the actual cash value of their vehicle. She did say that she would explain this to her mother and if they had any further questions, they would reach back out to me directly. No further questions. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Filled out a reimbursement claim 3 months ago. If Allstate Motor Club is not available in area or have long wait times or your vehicle is in a dangerous location you have to go outside of Allstate motor club and get a local tow or one they don't deal with .Allstate in turn would reimburse you for that tow I have sent 2 in and have yet to receive those 2 checks and get the run around when I do call and told to email this person and that person .the customer service agent says it happens all the time I would like the money I paid for both tows to be refunded to me expeditiously after 3 months.  

  Business response

  09/04/2024

  Thank you for forwarding this inquiry to our office.?Customer concerns are important to us and we appreciate the opportunity?to address them.? Due to privacy?concerns, we are unable to post a specific reply here for public view.? Allstate will contact the complainant within?48 hours to discuss their concern. We ask that the response is not rejected?until the complainant has been contacted by an Allstate Customer Advocate. 

  Customer response

  09/04/2024

   
  Complaint: 22221176
  
  I am rejecting this response because:
  still have not received reimbursement after several emails
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Absolutely unacceptable level of service for roadside assistance and no one accountable to call and talk to.Original appointment for my car was scheduled with a shop across the road. Vehicle would not start and requires a tow. No problem, Allstate says they can have a tow truck to me by 8am. Perfect maybe they can fix the vehicle today. I've been in contact with their worthless help team no less than five times, each time given a new time, their Indian customer ******************** representatives even going as far as to tell me five minutes to shut me up. It is now 5pm, they have switched towing providers, and it's miraculously delayed again and I have stopped receiving updates. The shop is now closed and may not be able to work on my car at all tomorrow due to appointments and Allstate running past mine.If Allstate does not get a tow truck to me by tonight I am cancelling my policy of 20 years and moving to a more affordable carrier and paying for AAA. This is disgraceful and no customer service provided, just lies and repulsive lies.Allstate's contracted tow companies: AA Towing? No show. RRH Towing? No show. No calls, nothing. They keep marking the work as complete and Allstate sends me a text asking if I still need help! Of course I do my car is still broken down! The status page they text never updates and their support number only offers to send a text!I've taken time off of work to get my car repaired and it's taken months. I'm disabled and this has been like breaking my leg all over again to get a scummy insurance company to hold up their end of what I pay for!  

  Business response

  09/04/2024

  Thank you for forwarding this inquiry to our office.?Customer concerns are important to us and we appreciate the opportunity?to address them.? Due to privacy?concerns, we are unable to post a specific reply here for public view.? Allstate will contact the complainant within?48 hours to discuss their concern. We ask that the response is not rejected?until the complainant has been contacted by an Allstate Customer Advocate. 

*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. ↩