Complaints

This profile includes complaints for Automobile Club of Southern California's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Automobile Club of Southern California

  PO Box 25001 Santa Ana, CA 92799-5001

• 

  Automobile Club of Southern California

  499 N El Camino Real Encinitas, CA 92024

• 

  Automobile Club of Southern California

  137 S Las Posas Blvd #154 San Marcos, CA 92078

• 

  Automobile Club of Southern California

  2987 Jamacha Rd #A El Cajon, CA 92019

• 

  Automobile Club of Southern California

  PO Box 25430 Santa Ana, CA 92799

The 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:06/17/2024

  Type:Product Issues
  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.

  On 3/25/24 I purchased home owners insurance from AAA *****************. I was helped by *********************** and ***************************. I paid $1318 and after corrections to the effective date was due to be refunded $173 via check. I submitted photo inspections that day and received a letter confirming payment and policy effective for 1 year which I provided to my mortgage company. I still have not received my refund check and in May I received a letter that my policy is being canceled by the underwriters due to no photo inspection. I spoke to supervisor ****** who confirmed photos were submitted appropriately. I was told the agent that helped me was no longer at AAA and likely failed to submit them. However several weeks have now gone by and no one at AAA is able to give me explanation about why my policy is still flagged to get terminated this month for missing photos. I have not been ablet to reach AAA manager at ********** despite multiple e-mails/voicemails. I presented to ****************** on 6/17 to try to understand why my policy is getting terminated and why I still have not received the refund check I was promised in March but no explanation could be found.I have exhausted all efforts to get an explanation and resolution with AAA. AAA not only overcharged me for a policy and has not given my refund since March but they also cannot explain to me why my policy is being terminated even though multiple managers have reviewed my case and say there should be no issues with my account. This whole situation will have devastating financial consequences for me and my family as we are now left without home owners insurance which is required for our mortgage. I would really appreciate any help from the BBB in investigate this case as I strongly feel AAA insurance is committing fraud and conducting bad business. Please let me know if there is any questions I can answer, provide any additional documents/evidence, or clarify anything that is not clear above.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  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 My 5th I got into a car accident with another driver who has AAA. I called my insurance company and provided statement with how the accident occurred. When I asked what would be the necessary steps I was told AAA would contact me to let me know. I allowed for a week to pass by and never heard from AAA. I was told by my insurance to call ***** @************ and provide a claim number of *********. I called him left a message and allowed additional time to pass by. The following week again attempted to get of hold of ***** and his voicemail was full. I decided to wait on hold and got another AAA representative. The gentleman told me they were still waiting on the their client to get a statement. I allowed another week go back when I called back again a lady from AAA said she could not see what was going on but that ***** was available. She told me she would transfer my call to *****. When I spoke to ***** he told me point blank we are not liable for the accident. I asked him based on what evidence if no one has called me , took pictures of my vehicle. He said he was going based on what his client had told him. I then asked him when did he reach out to me to keep me posted on the claim and he said he just had too many clients. The lack of him taking any responsibility and just by going what the other passenger said to him. Is unacceptable. I asked ***** is that how he normally deals with all the claims. I then asked to speak to his manager and he told me his manager name is ******. I called ****** to share my experience with the entire claim and until this day 6/13/24. I still have not received a call back.

  Business Response

  Date: 06/21/2024

  You spoke with Claims Manager ********************* on June 18th, and she advised you we re-opened our claim investigation.Since that time, we have secured your statement along with photographs of your damaged vehicle. We have now reviewed all available information and determined that **************** had crossed 80% of the way through the four-way-stop intersection when his vehicle was contacted by your vehicle, as you made a left turn. Furthermore,there are no independent witnesses, police report, or video footage which would support fault for either driver. Absent any new information, it is our position that **************** established control of the intersection after safely proceeding from a stopped position, and there is no information to support that he is responsible for your damages. Unfortunately, the denial of your property damage claim is re-affirmed. If you have any questions, please contact ********************* at ************.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  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.

  The AAA of Southern California is the company that insured the 100% at fault driver in the accident that involved my vehicle while waiting at a red light. The company has done nothing to help with all my medical expenses since the accident of January 1, 2024. They do not respond to my phone calls and keep sending me repeat letters asking for information that has already been provided right after the accident.

  Business Response

  Date: 06/26/2024

  Review of this claim indicates we have accepted liability and have been actively seeking to determine the totality of both injury and property damage exposures to initiate settlement discussions with you. Please understand there have been multiple and consistent calls to you and your passenger, *************************, seeking needed information to proceed with resolving your injury claim as well as other injury and property damage claims. On 6/19/24 we were able to touch base with ************************* who confirmed he was not presenting an injury claim. As such, we are now able to initiate settlement discussions regarding your injury claim. We will have the adjuster,*******************, reach out to you to seek to resolve your injury claim. Regarding your claim for rental vehicle costs this aspect of the claim is being handling by adjuster ***********************. ******************* can be reached at ************ and *********************** can be reached at ************.If you have any questions or concerns, please contact ******************* or his manager ******************* at ************.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  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.

  we have membership in roadside assistance. my daughter called for tow on 5.25, after hours of waiting, then informed her they couldn't get anyone assigned. She gave up and tried again the next morning, missing work, she literally waiting all day again and still no one came to help her. She finally gave up and paid a towing company $100 to move her vehicle. I have emailed and called with no response. I would like my daughter to be reimbursed $100 since that is what we paid the membership fee for. This was in ******************* where the vehicle was located. It was not a remote area and should have been easy to get a tow truck there.

  Business Response

  Date: 06/10/2024

  Please forward to ******************** at ************************************************************** for review/response. **************************************

  Thank you.

  Business Response

  Date: 06/19/2024

  We extend our sincerest apologies for any inconvenience encountered on May 27, 2024, and May 28, 2024. To prevent a recurrence of this nature in the future, we have counseled both our staff and contracted servicer provider alike to prevent a recurrence. As such, we are sending a check in the amount of $100.00. This represents a reimbursement of the tow charge that your daughter paid out of pocket. If have any questions, please contact ************************************* at **************.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  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.

  On 06/02, I contacted AAA and spoke to a representative regarding my car battery dying while driving and being stranded. As I asked the representative questions about whether or not my car could possibly be towed to the closest Auto zone and get the battery switched out, the representative seemed bothered by the question and responded why would we do that if its not ours. She then said Id receive a text message which I never received. I called AAA back regarding an update on when I would be receiving help and was told that the last representative never filed the claim. This caused me to wait an additional two hours and paying an additional cost to get my car to an auto zone. Ive been with AAA for many years and have never had an issue, but it seemed as though the representative purposely failed to submit the claim.

  Business Response

  Date: 06/10/2024

  Please forward to ******************** at ************************************************************** for review/response. **************************************

  Thank you.

• Initial Complaint

  Date:06/09/2024

  Type:Customer Service Issues
  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.

  I had a dead battery and needed tow service. I called AAA on June 5, 2024, on or around 9:00 pm. I had to wait over 2 hours for service. An AAA agent said they will waive any fees associated with overnight storage fees. Around midnight, service finally arrived, however, the service provider said they dont have the option of overnight storage. The driver said I should have scheduled pickup in the morning and it can be an unattended tow; all I have to do is leave the key on the front seat. I then called AAA back to schedule an unattended tow for 6:45 am. It gets worse, around 10 am I discovered my vehicle was never towed. I called AAA around 10 am and was informed the driver was unable to locate my car (even though I gave an exact and unambiguous location. I said the name of the city, and the northwest intersection; in addition, im the only vehicle parked on the corner of that intersection.) Now I missed my 7 am vehicle service appointment with the dealership. I scheduled another unattended tow while on the phone with AAA at 10 am and the most recent driver located my car quick and easy (using the same information as provided previously). I spoke to a supervisor with AAA who said he will credit me 1 additional service to make up for the inconvenience. I called AAA on June 9, 2024, and the AAA agent said I dont have any additional service added to my Premier membership. This is egregious! Please provide the additional service to my membership as promised by a AAA agent and supervisor. Otherwise, I will file a legal action for, among other things, but not limited to, the Unfair, Deceptive, Or Abusive Acts Or Practices. At this juncture, there were false and misleading statements from AAA.

  Business Response

  Date: 06/26/2024

  
  We have counseled both our staff and contracted service providers alike. Please know that the necessary corrective actions have taken place to prevent recurrence of this nature. We confirm that two service calls have been credited back to your membership. Should you have any additional questions or comments, please contact *************************** at **************. 

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  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.

  I've been a AAA customer for over 31 years. I recently moved and paid off my insurance policy before the move. I moved from a large populated city with a population of around ******, to a small, rural location with a population of 2800. I have no accidents, I've never filed claims on my policy. AAA sent a letter stating following the move my premium increased $223 due to address change. My wife's policy was raised $17 due to the address change. I called and spoke with customer service and ********************** underwriters and requested specific information detailing why the premium was increased. The company provided a universal response that the increase was "due to an address change" and refused to provide additional details. *****, customer service supervisor at *****************, stated when premiums raise it usually has to do with claims cost. He refused to provide details of claims in my old residence vs new residence and stated insurance companies will not ever be transparent with that. He stated a supervisor, *****, would call back in 48 hours. No one called back. Insurance underwriter ******* responded to an email to *********************** and stated a multitude of factors can go into a premium increase, but refused to articulate the specific factors that raised my premium. He agreed it was curious my policy raised $223 and my wife's policy only raised $17, again, he was not able to provide rationale for the numbers, increased premiums, or how AAA arrived at their premium increase. When one searches with Bankrate or other comp sites, one can see the premiums of my old area versus my new area and substantiate that the premiums in my old area are greater. This is another demonstrative example of AAA charging excessive premiums, and refusing to provide explanation of charges. I demand a response itemizing the formula AAA utilized to arrive at the premium increase they sent to me.

  Business Response

  Date: 06/14/2024

  Our response explains we received a report from the National Change Of Address (NCOA) informing us of the new address and subsequently the policy was updated. This update generated an increase in premium and we sent a declaration to notify the insured. We asked our actuary to review the premium adjustment is accurate and in compliance with our filed and approved rate plan. We explain we write primarily in Southern California.We have significant historical data to set our rate in this geographical area.Our experience is limited in Northern California so the geographic claim frequency and severity factors are mostly based on industry data. We confirm our underwriter was in contact with the insured to review the details 

  Customer Answer

  Date: 06/17/2024

  No response was given by the company.

  Business Response

  Date: 06/19/2024

  Our written response was mailed around 6-13-2024. If you do not receive the reply that was mailed to you please contact ***************************** at ************.

  Customer Answer

  Date: 06/24/2024

  Your company sent a letter. Your company continued to fail to explain how they arrived at a policy increase number of $223. Your company admitted they do not have precise information for Northern California zip codes. Your company did not explain how they arrived at the $223 additional dollars due for this auto insurance policy. ************* shows auto claims in the ***** zip code are lower than claims in zip code 92624.

  We called ***************************** and left a message requesting call back. Perhaps she will call back some day with an insightful answer and response as requested.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  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.

  AAA refused to help with my auto registration both in person and over the phone.

  Business Response

  Date: 06/12/2024

  We explained that we are not the ********** of ***** Vehicles (***) we have a limited contract with the *** that does not allow us to provide the requested document without a fee. The member made the payment to the *** via their website. We correctly advised the complainant he could pay the required *** fee or wait until 30 days after the payment to provide the requested documents. The ********* did not refuse to assist, we explained the available options following the *** requirements.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  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.

  I have asked AAA Automobile club of Southern California to not contact me by email or phone about any marketing attempts and they refuse to stop emailing me and calling me. I get these calls and emails from different locations which means they have shared my information with out my permission to different offices without consideration to my preferences to not be called or emailed.

  Business Response

  Date: 06/07/2024

  We have stopped further calls and mailings as requested. Please allow up to 60 days to stop further mailings. Please contact us at ************ with any questions.

  Customer Answer

  Date: 06/10/2024

  The company has already ignored multiple previous requests to stop calling and emailing me, and must now offer a monetary remedy for the privacy violations according to the law. 

  Business Response

  Date: 06/11/2024

  Again, we have stopped further calls and mailings as requested. Please allow up to 60 days to stop further mailings. We encourage you to contact us at ************ with any questions.

  Customer Answer

  Date: 06/11/2024

  AAA is refusing to resolve the matter.

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising Issues
  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.

  My checking account was auto-debited $186 on 5/9/2024 without my authorization. I had chosen not to continue my AAA membership since I seldom use it. For instance, in the last 10 years I've used it twice. Please credit my checking account as I did not authorize this charge.

  Business Response

  Date: 06/05/2024

  ************************* spoke with ************** and processed a change on the membership. If you have any questions, please contact ************************* at ************.