ComplaintsforAllstate Motor Club, Inc.

Roadside Assistance

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Initial Complaint
12/17/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In September (2023) I cancelled my membership through Allstate Motor Club. I was informed, at the time, that I would be receiving a refund for the balance of the membership fee (close to $50). After not receiving a refund in the allotted time I again contacted Allstate. I was then informed that the refund had been credited to my credit card. It was not. Since then, I have contacted Allstate at least three time. Each time I was informed that a representative would get back to me within 10 business days. No one ever did. They did elude to claims made for the 2023 year but I'd never been reimbursed and asked for the dates/claims mentioned. These were never provided to me. I'm very frustrated and was obviously given information that was untrue. I'd like to put this to rest but I was also wondering if this was a routine practice with Allstate-withholding refunds in the hope that former members would just give up. My member number was359789403. Many thanks! ****
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
12/24/2023

Complaint: 21016398

I am rejecting this response because the business did call me stating they would send a refund for the remainder of my membership fees but I have not received the refund yet. I was told the same thing when I originally asked for a refund, earlier this year, but never received it. I didn't want to "accept" till the refund is received.

Sincerely,

*******************
Business response
01/08/2024
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
01/10/2024

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
12/14/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for the Roadside Advantage plan on 11/28/23 and received an email the same day at 3:23pm cst with my membership id#*********. In that email (screenshot attached), it showed my payment was $7.42/mo for 12 months with a promo offer of $89 for the first year (payment was taken immediately) . (Screenshots of the offer on their website with coverage also attached). On 11/30/23 at approximately 7:05pm cst, I was over an hour from home and I had a nail in my tire. I tried going on the app to request assistance and it said my account was closed (screenshot also attached) and to call customer service, which I attempted at ****** cst and was given the automated message they were closed. At 7:13pm I called the number listed in the app to request service to see if they knew what was going on with my account. The rep that I spoke to said all he could see was that it was closed and had no idea what. Recommended that I call customer service when they opened the next day to see why exactly. I then asked what my options were and he said I could pay $98 and then if my services were valid I could file a claim for reimbursement. I had 2 kids on a school night and needed to get home so I paid it. Waited 90 mins for someone to come and didn't get home until 11pm. Called the next day and had to call 3 different times because I kept getting disconnected. 3rd time was told it was due to my email being suspicious (after having for 15+ years). I received no notification that it was canceled and it wasn't until 12/1 that I received a refund. I have since spent over 3 hrs, talking to at least 15 different people trying to get this resolved (the last person being *****, member services supervisor). I was told I will not be refunded my $98 due to policy and the account being canceled, but was offered a new membership with my suspicious email at a very discounted rate. I asked several times to talk to someone above him and he refused saying there was no one. I had also requested a receipt for the $98 and was denied.
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.
Initial Complaint
12/08/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I cancelled my membership at the end of March 2023. They have took $11.58 out of my banking account every month since. I have called every single month and I end up speaking to 3 or 4 different people each time trying to get this resolved. They say they will stop the withdrawal and refund my money. It is now been 9 months. I am at my **** end. I need help with this matter.
Business response
12/11/2023
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.
Initial Complaint
12/06/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 28th autopay paid my car insurance and I was charged $318. I thought this was odd because my car insurance bill was always 213. I called them and they tell me because I changed the due date to 3 days later that they cant help me and that my bill will be that price every month. Due to this I canceled my plan that same day (Nov 28th) they said all of my money would be refunded and it was not. I only received $116 out of the $318 I paid. I called again and was told I that they couldnt help me
Business response
12/08/2023
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.
Initial Complaint
12/04/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/3, I had a flat tire on my way to work. Called Allstate for a tow. Was told I don't have coverage. (Premiums come out of my bank monthly on the 3rd of each month since the inception of the plan.) They told me the only thing I could do was pay full price for the tow and then ask for reimbursement. I waited for a tow, ***** came for a while and there wasn't even anyone in the que when I checked, so, I sat alongside the roadway (main highway) in severe icy conditions until I felt completely unsafe and at that point, I limped my car down the exit ramp as close as I could get to the ******************** hoping I was not causing more damage to my car!I called this morning to ask why, when my premiums have been paid, I did not have coverage. (They took the premium out of my account again this a.m.) I was told that because my premiums are not received by them until after the 1st, we don't have coverage until the premiums are received. So, the months when they don't receive the funds until the 5th or 6th from the bank, we don't have any coverage until the premium has been received on that particular day. We have been with them for over a year and so during all of these months, there has never once been communication that this was the policy. If this is the case, then some months, I'm paying for a full month of coverage yet I'm getting 5-6 less days of coverage each month by the time the bank sends the funds and they process them on their end! This coverage is through AARP (Allstate coverage). How many older people is this happening to? I'm young and computer savvy and didn't know. I would imagine they are doing this to MANY others without them knowing!I asked to talk to a supervisor/manager and was told they have to call me back. I told them I wanted a call back today. As of 2:03 p.m. today, no call.
Business response
12/05/2023
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
12/05/2023

Complaint: 20956171

I am rejecting this response because: I have not received a call from anyone yet.

Sincerely,

*****************************
Business response
12/06/2023
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
12/12/2023
Complaint: 20956171
I am rejecting this response because: the voicemail that was left was left by someone who could not speak english and I could not understand ANY of it.

Sincerely,

*****************************
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
12/19/2023

Complaint: 20956171

I am rejecting this response because: I have not received a follow-up call.

Sincerely,

*****************************
Business response
12/21/2023
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 business hours to discuss their concern.
Initial Complaint
12/01/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Know what happens when you make the mistake of purchasing All-State premium unlimited - thinking that with an older vehicle it is wise???????On get to sit in your vehicle all day while they make excuses for canceling one after another!!!! Since just after 6 AM. My Feet are frozen! ??now it's 5pm still waiting. They want to act like it's your fault that you have to sit in vehicle for 11 + hours!
Business response
12/05/2023
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.
Initial Complaint
10/09/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid Allstate Roadside a membership fee for Elite Status of $ ****** on 5/17/2023 Due to circumstances I had a car accident of on 8/23/2023 . The insurance company totaled the vehicle out in September. I call on Allstate *********** on 9/14/2023 to cancel the membership I longer have 2012 Land Rover Range Rover. I was told by previous representative that I would receive refund back to my debit card ending ****. I never receive to no credit. Previous rep told me that I was not going to get a refund of $ ****** due to 3 roadassistance has been processed refusing to give my money back that I was told by previous rep, I have numerous time and spoken with different rep. ** October 3, 2023 I spoke with a ***** she claimed that would review the call from previous rep stating the amount of the refund of $ ****** and they would get back kto me 3-5 days no did not reach out to me . So I call today October *******. I recorded the calls I spoke with 2 different supervisor no help. Spoke with 4 to 5 differrent they would place me on hold or transfer me except ****** she attmepted to try to help me her supervisor intervene with no help or solutions. ****Allstate have deceptive business pratices. **** Every person that answers the phone pass the buck and no one her accountability. As I stated befire I would line my $ ****** to refund back to my card ending ****. This has been going Sepetmber 14,2023
Business response
10/11/2023
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.
Initial Complaint
10/06/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They keep trying to charge my card. My service ended August 2023. I called and asked them to stop charging me and they did it again last week.
Business response
10/10/2023
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.
Initial Complaint
10/02/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called to cancel my insurance and roadside assistance policies in June 2023 because I sold my vehicle and no longer needed the coverage. Today, October 2, 2023, I look at my banking statement and notice I am still being charged for the roadside assistance. I called Allstate customer service and was told to contact ******************** assistance. I called roadside assistance and was told to call the loyalty department. I called loyalty **** and they stated they saw the notes from June when I called to cancel my policies. The roadside assistance policy was canceled today, but they stated they could only refund me $1, although I pay $8.75 monthly. When I asked who I could escalate the matter to, I was told to contact the Billing ****. When I called the Billing ****, I was told they could not provide me with a refund from June to present and I was told that the Loyalty **** was the ones to refund me. I was transferred to the ************ and was told they could not provide me with a refund and was told the ************ is the ones who processes refunds. I was transferred back to the ************. This cycle of transfers kept occurring until Allstate hung up on me. There was no resolution to my problem.
Business response
10/05/2023
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
10/11/2023

Complaint: 20685338

I am rejecting this response because: I received a call from *******, customer manager at ******************************************* assistance stating I did not call to cancel my membership in June, which is incorrect. She also is stating that I still need to call Allstate to cancel my roadside assistance membership, which I was told was officially cancelled on October 2, 2023.

Sincerely,

***********************
Business response
10/13/2023
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
10/16/2023

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
09/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been paying into the Allstate motor club for more than 8 years and in the past couple years have rarely used it tonite my car was stranded at a grocery store parking lot around 8 pm when I tried to arange a tow by the app After 45 minutes they had not found me a tow so I canceled and called the 800 number they found a tow that was scheduled to arrive in 88 minutes after waiting almost an hour I was trying to call Allstate back because all the stores around me were closing it cancelled my tow instead of connecting me to a person so I had to start all over again and this time I really dont think they were looking for anyone it is 11:18 pm and I still dont have anyone scheduled to come and pick up my vehicle but the most outrageous part is no one is concerned about my safety even after I have stressed so many times Im sitting in an parking lot were everything is closed they collect your funds every month but when it comes time for them to provide the services especially late at nite they dont have anyone to do the job instead they just leave you stranded and vulnerable never once Exspressing concern for your well being Allstate needs to do a much better job Now at the hour of 11:32 they call and say they cant find any one until the morning except one person willing to charge 400 dollars to tow the car 15 minutes away so basically Ive risk my life all this time sitting here for no reason and I have to miss a days work I need to be compensated for my time and loss of work
Business response
09/25/2023
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.

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ComplaintsforAllstate Motor Club, Inc.

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