ComplaintsforAllstate Motor Club, Inc.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/14/2023 during a horrible snowstorm, ** driving back from getting my daughter from visitation with other parent. Road conditions instantly got more hazardous and visibility poor. The car in front of me slammed on brakes not seeing the the left turn to get on interstate, I braked instantly. Even with an AWD, sliding a little bit, I managed to get my vehicle to slow down, and continued maybe the 500 feet until I could see a gas station. However, my vehicle started vibrating underneath and deep concern as my child and dog are in the back. So, once I was safety able to park my car, I got out of the vehicle and noticed my tire was bit off balance. So ideally under circumstances in good conscience thats why we have car insurance, with roadside coverage. I have the elite plan knowing that coverage for a tow would be covered. So, I open my Allstate mobile app searching for motor club, became impossible to dispatch a Tow. I then call the ***** number, I tell them I cant find access to my benefits and they instruct me download another app called Allstate motor club. To which I may add, many consumers will be blindsided as much as I was, but lucky for me I had enough service in area to download a completely other app, when many of times people are less fortunate stuck in a ditch with no service complicating to a possible safety concern. Once app was downloaded I could try my membership number and create a password. Then, there you see your benefits and think okay I can breathe. My child and I can breathe. Upon clicking the Tow icon, several times to have a Tow dispatched. So once again I see an icon to call their number instead to request a Tow, and same as before clicking the icons same as before emotions were running high. Allstate mobile is a seamless app that doesnt lag when submitting a payment or accessing their **** number so why should this service be any different. I am able to access my account profile and notice that they updated my payment info to cash/check. Seeing this and not able to change that payment option because once again, icons on app do not work because who cares I have Allstate Motor Club Elite and startup of membership I used a debit card, and saw the charges monthly on my statement. So once again, I call the main Allstate **** number customer service then tells redirects my concern to Motor Club app, I said no, and that how awful what gives people a peace of mind until youre in unsafe situation and Allstate only wants to complicate getting a person to safety. Somehow Im then transferred to roadside assistance and to motor club member services. The language barrier was evident as some reported earlier, but this person also didnt sell it to me. So I described the situation, and thinking Im being gas lighted by my Allstate. I said, I need a tow and I need my payment option looked at as charges are being made by a debit charge but somehow I pay an app via cash or sometimes to mix it up a check. The person on the other line was at least honest because he was aware many consumers can update or access anything, so naturally I said I need to speak to someone above you like your manager of member services anything along the lines of that. He said no Maam we are just member services, but could help me get a tow dispatch on his end. Respectfully saying I know average wait time for a Tow is 3-4 hours but possibly longer given weather conditions. My wife was already on her way, but at least the car would be towed to a near by garage. Almost a 2 hour travel time distance from where I was to our residence. So fast forward to Thursday I knew I was in waiting pool to be towed but not four days later, do I get confirmation a tow is being sent to my vehicle. How and why? I will never know but will strive to warn other parents and friends about this service.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi so one January 12, **** I made a request for roadside assistance through Allstate to bring me fuel. At the time I *****, ****** my hometown and where I live was under a cold wet cold winter storm alert later I would say one January 13, **** around 12 oclock I received a call stating that services were not available and try again later I figured because the storm alert and all the snow it probably was unsafe for anybody to do that service. On on January 14, **** at about 7 oclock I submitted a new request for roadside assistance through my ******* roadside roadside assistance plan and it was dispatched at 7:06 PM. Finally after several hours of waiting at around Id say 12:30 - 1 AM. I was finally delivered services of roadside assistance only to find out the lady dumped regular gas into my diesel truck. My truck is now ruined, and I have yet to be able to get a callback from Allstate. I reminded them several times and have documentation and proof that it took diesel, I was I was called and contacted by the rescuer on ************************************************************************* the book why she wasnt there yet when the original dispatch quoted me 45 minutes till responded can you please help me to get this figured out my truck is ruined because this error and I feel that Allstate is responsible. My truck was ruined. Allstates road side assistance is supposed to be part of the top 3 in the country. It has only been a few days but contact was made to Allstate and it seems like they are trying to pass the buck and Im not getting any were

  Business response

  01/18/2024

  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.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Allstate ************ to just get my car started. The client waas supposed to be at my house at 9:22. After calling them three times they finally showed up after 1:30 in the afternoon. When I called the road service they immediately put me hold and hat to wait 8 to ten minutes before anyone came to the phone. Allstate ************ agent finally called after 1:30 and said they would finally get there in 12 minutes.

  Business response

  01/18/2024

  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.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When i Joined Allstate a few years back I remember the agent informing me that the policy came with roadside assistance. I thought it was good to have since I don't have AAA and was ok to have. I didn't have to join any other site or do anything, i just had it. But I canceled my policy with Allstate on April 27th, 2022, the motor club didn't terminate and I was unaware of that for 2 years.I use my Discover card everyday and rarely check the statement because i have an idea of the balance. I usually pay it off at the end of the month, so i may check the statement if i see something unusual. This past December i was looking through my statement looking for a refund and saw a charge for AIC*Motor club done in October. I had no idea what this was. After an online search found out it was Allstate Motorclub. I looked back and right around the time i ended my policy with Allstate, they charged me $18. I was charged $18 every 6 months for 2 years. I contacted AIC*Motorclub and the person on the phone spoke in circles and partially refunded me the last $18. The phone rep blamed my agent for not cancelling. I called my old agent and they refunded the difference of the $18 that the phone rep couldn't refund but couldn't refund me the other 3 charges. AIC*Motorclub was supposed to call me back 10 days later and never did.Despite me not checking my statement, All state should have terminated the roadside service when i canceled the policy with them on 4/27/2022. I have a similar service with my current insurance broker. I believe they do this to other people and they purposely charge a small fee every 6 months instead of a year so it goes unnoticed. 3X $18.00 (4/20/22, 10/20/22, 4/20/23). It would be great if BBB could do an analysis of how often this happens and make Allstate refund everyone.

  Business response

  01/18/2024

  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

  01/26/2024

   
  Complaint: 21135249
  
  I am rejecting this response because:
  The case isnt resolved it but its pending.
   
  I thought I had until the end of today to respond.
  I was waiting for a call back from Allstate but they did not contact me back today.
   
  But someone named **** reached out to me a couple of days ago from what I believe was Allstate Corporate and I explained the situation.
  He requested that I provide statements showing the charges that Im disputing.  On that day I provided 1 statement as an example because he noted there should be an account number on the statement that I didnt understand what he was referring to. 
  **** followed up with me on 1/24 afternoon and confirmed what I sent was correct.  I followed up by sending a copy of all my credit card statements for review.
  **** is sending the statements to Allstate Motor club for review, he states the motor club acts as a separate entity of Allstates
   
  Thank you for your help on this, when I called myself no one could help.
   
  If this can remain opened until I hear back from Allstate it would be best, else I can re-open it later.
  Ill reply to this case ID regardless of outcome.  The BBB has been more than helpful and should know the outcome.
   
  Sincerely,
  
  ***********************

  Business response

  02/01/2024

  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. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The online website and app and customer service is absolutely terrible and my membership got cancelled without notice. Details: I called on 12/16/23 to make a couple changes before my renewal of membership due 1/6/24. I called to delete my two children and change my credit card information because they auto renew on a credit card. I finally got ahold of billing on the phone because it would not let me do this on the app or computer. They said my charges would take place in 72 hours. So I kept checking and waiting and still no changes so I called back and was assured changes were made and updated. Well they still werent. I called again in January of **** and they said changes were made and didnt say why it wasnt showing on my end. Well I looked on 1/7/24 and message said my membership has expired and still showing old info. I cant get anywhere with app or by phone so now I sit with no roadside assistance at all. I am glad I didnt have to make a claim because I cant even do an update.

  Business response

  01/09/2024

  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

  01/09/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Urgent Refund Request for Unauthorized Account Charge I am writing to express my deep concern and frustration regarding an unauthorized charge on my account. Despite multiple attempts to resolve this matter through your customer service, I have been unsuccessful, and the situation is causing significant strain.I recently discovered an additional account associated with my name, which I neither requested nor was aware of. After reaching out to your customer service on multiple occasions, including my last attempt on December 29, 2023, the issue remains unresolved. The language barriers with your representatives have added to the challenge, making it difficult to communicate and seek a resolution.I am disappointed to report that during my recent contact on December 29, 2023, the representative not only failed to address the fraudulent charges but also refused to process a refund. But did decide to "cancel" one of the accounts showing unused as stated by the *** MOTOR rep. **** has left me in a state of distress and frustration.I kindly request an immediate investigation into this matter and a prompt refund for the unauthorized charge. It is crucial that this issue is resolved expediently to alleviate the strain and worry of additional fraudulent actions against me and any other seniors that *** fall vulnerable to the same deception working with a safe AARP recommended agency.I appreciate your prompt attention to this matter and expect a swift resolution. Please contact me at your earliest convenience to confirm the initiation of the refund process.Sincerely,Crystal

  Business response

  01/03/2024

  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.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We believe you created numerous fraudulent OnStar Guardian accounts to procure fuel services through Allstate Roadside Assistance providers. We estimate that the fuel expenses arising from your abusive behavior exceeds $3,000.00. In addition to potential criminal fraud and misappropriation of goods and services, your misuse of OnStar Guardian is a violation of the OnStar Guardian Terms of Use. GM requires that you immediately cease any use of Roadside Assistance within OnStar Guardian. General Motors reserves any and all rights to seek available technical, legal and equitable remedies related to this matter. Sincerely, I'm not sure why I'm being harassed when I have not use their service and I'm being told.im being investigated I needed help p

  Business response

  01/03/2024

  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

  01/03/2024

   
  Complaint: 21077700
  
  I am rejecting this response because: it's unprofessional and it's important that I demand answer a on why they investigating me
  
  Sincerely,
  
  ***********************

  Business response

  01/03/2024

  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

  01/03/2024

   
  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 only if they stop their games their playing because i would go for. Law suit interfer with my lifen
  Sincerely,
  
  ***********************

• Initial Complaint

  12/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Allstate Roadside Assistance failed to provide me with roadside assistance. I have been left for over 5 hours waiting for a towing company and all Allstate Roadside Assistance customer service employees were unable to provide me with ETA, alternative solution and/or contact the towing company.I have contacted afterwards their customer service an was not provide with any explanation nor compensation for their failure to provide me with a roadside assistance.

  Business response

  01/02/2024

  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.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Renewed coverage on 12/5/23 with *******. Told amount charged to CC would be ***** as I had a 25% discount to be applied at time of payment. CC was charged full amount of *****. Called in 2 days later to notify them of this error. Was told original rep was somewhat new and must have gotten the discount entered incorrectly. Assured once again this time by ****** (12/7/23) that discount would be credited back to me in the amount of $23.63. Today is 12/19/23 NO CREDIT HAS BEEN paid back to my credit card. RETURN WHAT IS DUE ME or I will have to contact the bank and challenge the charges as they are not what I agreed to pay for membership.

  Business response

  12/20/2023

  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

  12/21/2023

   
  Complaint: 21028480
  
  I am rejecting this response because: The phone number should be ************ the email is correct.
  
  Sincerely,
  
  *********************************

  Business response

  01/02/2024

  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

  01/02/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AARP should discontinue partnership with the following program, as they admit they may handle issues for AARP members in a different way, & abjectly fail in resolving legitimate concerns. AARP advertised an Allstate Roadside Emergency Roadside Services option. My account is *********. I paid by auto. debit card since 4/4/22. Today my new battery was dead, & I finally needed the service -- only to learn they claimed I had no coverage. My bank showed the charge on 11/7/23, as usual. By coincidence, in early 12/2023, my ******** detected a suspicious charge on my long-time debit card # (same number used for Allstate). During a season of holiday scams, for security reasons, we immediately emergency blocked that debit card #, replacing it as soon as possible under the circumstances. Over many years I linked many periodic auto-debit charges; my other vendors were instrumental in helping. For those few vendors impacted in the few days surrounding the above-referenced emergency card # replacement, I was immediately contacted by my vendors, & asked (usually by email) to update debit-card details. I did & updated as many other auto-debit arrangements as I remembered on an emergency basis. Though due to inept cust. service I haven't had it confirmed, maybe Allstate couldn't auto-debit on my "old," debit # just as this all happened. Yet I was not contacted by Allstate, if so. Had I known, I would immediately have entered the new card # the moment I had it. No other vendor failed to service its customer. ********************** cust. service said she hadn't wanted to interrupted me during my "rant." I politely terminated the call, citing her unprofessional parlance & called back. The next agent was polite but could only transfer me to Member Services. When he did, I got a recording that the office is closed. This company cares less about how AARP members are mistreated. Allstate provided a vulnerable senior sub-par customer assistance, not bothering ever to discuss the precise issue.

  Business response

  12/18/2023

  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

  12/20/2023

   
  Dear Better Business Bureau:

  I have reviewed the response made by Allstate Re: complaint ID ********.  An Allstate representative ultimately did speak with me and proposed a resolution.  That resolution will likely take approximately 1-2 weeks to effectuate during the holiday season.  So long as Allstate keeps its end of the bargain, I will consider this matter to have been satisfactorily and amicably resolved.  Should Allstate have instead merely placated me so that I would cause the closure of the BBB complaint, I would promptly ask that BBB exercise its discretion and re-open the matter.  For now, I will trust that Allstate will, as I have, act in good faith as agreed.  It is not possible for me to "agree" with a boilerplate, meaningless written "response" such as the one Allstate tendered to my complaint.  It merely said, in effect, Allstate would not respond, except to me.  Notably, it was like pulling teeth to get in touch with a helpful representative.  However, to its credit, Allstate indicated it will take the customer service issues that caused the entire issue -- from start to finish, under advisement for prospective purposes.  Thus I consider this case resolved, subject to any indicated request to re-open, as explained herein.

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

*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. ↩