Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:08/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased on 2/27/24 the protection they offered by American Auto Club for $175. I was told I could cancel at anytime with a full refund. After talking it over with my husband we decided it was not something we wanted. I called them at ************ the next day and said I did not want the service. They had already charged my credit card, I asked them to refund my money. They said they would send me a check. Since that time I have called them 10 times, documented on my phone. I have spoken to ****, ****, and a couple of others. They claim the check will be mailed. Nothing has been received.
Business Response
Date: 09/09/2024
We do sincerely apologize for any delay in receiving your refund via mail . Our records show that a check in the amount of $175 has been issued twice to the address on file . The last check was issued on 8/9 . Per the notes on the account if for any reason you did not receive it we would receive a call back from you by the 19th . Upon checking we did not receive a call . We deeply regret that you had not received your refund . A Refund in the amount of $175 has been processed again with a tracking number via **** to the adress on file . Please contact our customer service so that they may provide you with this information . Our customers satifaction is our priority.Initial Complaint
Date:08/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an auto warranty from American Auto Club after purchasing a used vehicle. When I experienced issues with the *** I brought it to a shop and had an inspector go out. We waited TWO weeks because the inspector never showed. All of this only to be told they would not honor our warranty or cover the repairs. We came out of pocket thousands of dollars for something covered under our warranty. When contacting the corporate office, we were informed that the vehicle could not be covered under their warranty and they would refund me for the policy. Fast forward almost a year later and we are still getting the run around on where our refund is! We were told it was mailed to us. Then, that it wasnt mailed that its pending approval. We were given two bad tracking numbers that didnt work. Now, we are being told that a supervisor is trying to approve a wire transfer. The lies are unending! Not to mention the crazy amount of time we have spent calling, being transferred and put on hold. We are now at the point where the only way to get the money we are owed is to sue them. This has been a nightmare!Business Response
Date: 09/09/2024
We would like to apologize for the denial of your auto warranty claim by the administartor. We understand how disappointing this outcome must be. Upon checking into the account it appears that the claim was denied due to a lift kit being present on the vehicle in which the policy states in this event the vehicle would not qualify for coverage . We strive to provide the best possible service and want to ensure that every claim is handeled failry and accurately . Unfortunalety the vehicle did not meet the standards necessary to Approve any repairs due to the impact that a lift kit has on the mechanical performance of the vehicle . Per our records a refund was issued with a tracking number received on 8/26. We understand the importance of timely refunds, and regret that we did not meet your expectations on this occasion. Our rercords do confirm at this time Check in the amount of $2152.08 was recived , cashed and has cleared . Thank youInitial Complaint
Date:04/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/28/23 I purchased insurance from American Auto Club *************) ************************************************************************************************* ************ I paid them ******** and ****** on 9/28/23 I than hurt my knee and was unable to take the trip. I have called and called to try and get my money back and nothing works. They say they refunded my money BUT THEY DID NOT.I have spent hours on this and I sure do not want this to happen to others. Please see what you can do and let me know.Business Response
Date: 07/18/2024
Dear ***************************,I hope this message finds you well.I am reaching out in reference to the complaint filed requesting a refund on your Auto Policy . At this time the documentation is complete and we are ready to issue a refund but have been awaiting confirmation that someone would be available to sign for the certified mail containing your refund. We understand per our last phone conversation with you that you are currently out of the country and have arranged for a neighbor to access your mail .Please note that if there is no one at the address to sign for the delivery, the post office will leave a notice for the recipient to come pick it up . If you are unable to do so we also have an option to mail your refund certified mail with no signature required but will still include a tracking number to ensure delivery.We Appreciate your understanding and patience in this matter .Please respond as to how you would like to proceed.
--American Auto ClubCustomer Answer
Date: 07/22/2024
I want the full amount of my refund ($2,000) sent to********************************************Lafayette, LA70508Thank you so much for your help getting my money returned fromthe Auto Club. Complaint # ********Please let me know if you need any more information.Customer Answer
Date: 08/16/2024
American Auto Club owes me $2.784.60 and $309.40 which I paid on SEPT 28 2023. I have been calling for a year now to get a refund. Evening before last, one of your male employees got onto my computer and erased every email I sent you and that you sent me.I want a refund now. I have had enough.***************************Customer Answer
Date: 08/29/2024
THE AAA OWES ME *****. THEY SENT A CHECK FOR $2,000 AND IT SHOULD HAVE BEEN $*****AND TO MAKE MATTERS WORSE THE $2,000 DID NOT CLEAR THE BANK. I CAN NOT BELIEVE THAT A COMPANY CAN DO THINGS LIKE THIS. YOU CAN SEE BELOW THE MESSAGE FROM MY BANK. ALSO, WHEN I WROTE TO THE *** EARLIER ABOUT OWING ME THIS MONEY SOMEONE FROM THE COMPANY JUMPED ON MY COMPUTER AND ERASED ALL THEIR EMAILS FROM THE *** AND TO THE ***. I SAW THEM DO THIS,
DEPOSITED ITEM RETURNED NSF 1st ********* # OF ITEMS00001CK#:0000001254 DEP AMT0000200000 DEP DATE081924CK AMT0000200000Returned deposit item-$2,000.00$2,000.00$368.69Aug 19, 2024DEPOSIT ID NUMBER ******Business Response
Date: 09/17/2024
Hi ****** I have been in contact with Ms ****** since Friday of last week . She will be returning from the ** on the 30th. We have agreed that I will mail out another check at the end of the month and she will deposit it on the 30th.Customer Answer
Date: 09/20/2024
The American Auto Club sent a check for $2,000. But they still owe me $1,000.(American Auto Club owes me $2.784.60 and $309.40.)It just goes on and on. I still can not believe that one of their employees erased all my emails tothe American Auto Club and from them.Thank youBusiness Response
Date: 09/23/2024
The customer paid a total of $3094. She purchased the policy on 9/29/2023. The policy has a 30 day full refund if you cancel within the first 30 days .Customer called in to cancel on 11/20 which is past the 30 day period . In that event she would not receive a full refund . The refund would be pro-rated based on time she had the policy and minus any cancellation fees. i have attached the cancellation page for Ms. ******* policy. The reason the customer was refunded $2000 is based on my cust service agents request from the client's previous email which stated $2000. I have attached one of those emails here . There were several emails she sent requesting $2000 to be refunded . I am confirming the exact refund amount with the admin minus the cancel fee mileage and time used. I have also attached a copy of the customers policy .Initial Complaint
Date:10/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our car is at ************** waiting for repairs to Timing chain, valve cover gasket. Ox sensor AC leak. The company is stalling on authorizing the repairs. they are making us jump through hoops. they keep asking for records. dating back to 2007. we had to pay $44 for CarFax logs i have called only to be put on hold for hours then they transferred to another then hold. We leave messages and Email but don't get answers. this has gone on to long. We need our car. all they have to do is call the dealership and approve the claim.Business Response
Date: 11/06/2023
As I am sure you can imagine, we treat all complaints with the utmost importance which is why this issue was resolved to the customers satisfaction prior to our receipt of this complaint. Please reach out to Mr/******************* to confirm, but dont hesitate to reach out to me if you have additional questions.
I have also attached receipt for the funds that were accepted by this client on 10/17.
Client also confirmed on 10/17 prior to this complaint that all matter have been resolved to their satisfaction. Please see proof attached
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