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Business Profile

Insurance Companies

Automobile Club of Southern California

This business is NOT BBB Accredited.

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Complaints

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

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Automobile Club of Southern California has 37 locations, listed below.

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    Customer Complaints Summary

    • 472 total complaints in the last 3 years.
    • 139 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 03/17/2024 was involved in a accident . I was in the parking lot at 7Eleven and someone backed up into me and pushed my car forward over the curb into a post causing damages to the back and front of my car. I had filed a claim with AAA insurance which was my insurance and the person that caused the accident. A year prior the car was hit in the same spot as this time and everything was repaired. AAA is now refusing to pay for the damages in the front because they believe that it was from the prior accident. I gave them a recorded statement stating that the damages were from this accident also provided them with pictures that were dated after the last accident , had the body shop telling them that the car was fixed and also the adjuster that handled the last claim saw the car after it was fixed. Now I am without a car and the airbag light is on and the hood can not be closed properly , the steering wheel pulls to the left badly and the adjuster ********************* is refusing to pay for the damages even after I gave him everything that i was asked for had nothing to hide. I had asked couple bodyshops/mechanics for an estimate of how much would cost to fix everything and was told close to $5000. I just can not believe after being with AAA for close to 15 years having auto and life insurance with them I am being treated this way. I would be canceling the membership and every single insurance policy I have with them after this if they don't do the right thing. Thank you BBB for all the help.

      Business Response

      Date: 04/24/2024

      We have reviewed the facts surrounding the above-mentioned loss and the prior loss from 1-09-2023. An independent expert was hired to determine if damages to the front bumper are new or pre-existing.Additionally, we need to confirm if the rear impact could have caused your vehicle to be pushed forward, over a curb and into a wood bulletin board to cause the front-end damage. Once the engineer has completed his investigation, we will be in a better position to determine how we will move this claim to resolution. If you have any additional information to share, please contact Claims Manager ***************************** at **************.

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Answered
      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 been AAA members for over 40 years. In February, after meeting with a AAA agent on three different occasions over a two week period and receiving the applicable quotes from that agent, we decided to move our homeowners, car, motorcycle, earthquake and umbrella policies over to AAA Insurance from Farmers Insurance. We signed the policies on February 15, 2024. On March 16th (one month later), we received a cancellation notice from AAA (and the California ******************** because of the cancellation by AAA) due to the following reasons: AAA stated that our home was underinsured, and they did not want the liability of the slope in our backyard because we have a pool. Why would AAA write a policy that was underinsured, which was their own doing, and why did they wait until after we moved our insurance coverage to raise a concern about the slope in our backyard? They had two weeks to raise those questions/concerns before the policies were signed. We are now scrambling to find coverage which is extremely difficult these days, costly, and no fault of our own. In speaking with several other agencies, the consensus is that AAA did not do right by us. Not only did they mislead us and put us in a precarious position in a difficult time, but we paid them approximately $3,200.00 to put all of the policies in place and now we are having to come up with the money all over again because we have not received a refund yet. On March 28th, I contacted the AAA agent who wrote the policies and asked when we would receive a refund but he has not responded. Our desired settlement would be never to have gone through this in the first place but that is now a moot point. We would like a refund of $3,200.00 for all of our policies - insurance carriers will now only write as a bundle and not a single policy so we are going to have to move all of our policies again, and we would also like a letter of apology from upper management.

      Business Response

      Date: 05/01/2024


      When your policies were initiated our agent reviewed the coverages and the annual premium for the policies and explained that your homeowner's policy would be subject to review by our *********************** to ensure your home met our underwriting guidelines and qualified to be insured with AAA. In agreement with the terms and conditions of the policies, you signed the insurance applications, authorized a down payment to start your auto policy effective March 2, 2024 and your homeowner's policy your earthquake policy to start these policies effective February 22, 2024. Our *********************** determined your home did not meet our underwriting acceptability guidelines and did not qualify to be insured with AAA because its proximity to a slope represents an increased liability hazard. On March 13, 2024, we mailed a Notice of Cancellation stating your AAA homeowner's insurance policy would be cancelled effective April 12, 2024, because your home did not meet our underwriting acceptability guidelines. The your homeowner's insurance policy cancelled as scheduled. Since your homeowner's policy cancelled, your earthquake policy was also cancelled effective April 12, 2024. For both policies, we provided coverage from February 22, 2024, to April 12, 2024. The earned premium for your homeowner's policy for that coverage period was $438. We received $1,300 in payments that were applied toward your earned premium and we mailed a $862 prorated refund to you on April 16, 2024. The earned premium for your earthquake policy for that coverage period was $93. We received $695 in payments that were applied toward your earned premium and we mailed a $602 prorated refund to you on April 16, 2024. Manager ************************* contacted you on April 12, 2024, to address the concerns outlined in your correspondence to the Better Business Bureau directly. At your request, ************ cancelled your auto insurance policy effective April 13, 2024. We provided coverage from March 2, 2024, to April 13, 2024. The earned premium for your auto policy for that coverage period was $467. We received $1,565.66 in payments that were applied toward your earned premium and we mailed a $1,098.66 prorated refund to you on April 16, 2024. ************ also explained that AAA would expedite your refunds and you would receive the refunds in 7-10 business days. If you have any questions, please contact Manager, *************************** directly at **************.

       

    • Initial Complaint

      Date:04/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Triple A canceled my policy. I am disabled I have bad functioning hands my preferred communication is email . they sent letters after offering me membership for my son roadside. After a year of him being on it. They canceled the policy without email and now I am without for 30 days and will not have insurance for 14 days. They are mocking me on the phone calls because I cannot open letters, laughing at me saying it is my fault i got canceled

      Business Response

      Date: 04/08/2024

      HELLO

      ACCORDING TO THE MEMBERS'S ADDRESS, THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.

      THANKS

      Business Response

      Date: 04/24/2024

      Before the 2023-2024 policy term expired, we identified that ******************************* was listed as a household resident on your membership. According to our Underwriting Acceptability Guidelines, all regular operators and/or household residents, age ************************************ excluded on a policy. As a result, we sent you a letter titled Action Required for your Automobile Policy on 11-27-2023. This letter advised you that the Exchange could continue your auto insurance policy if ******* was rated as a driver or excluded from coverage on your policy. The notice also stated that your policy may be nonrenewed at 12:01 A.M., Pacific Standard Time, on 2-25-2024, if we did not receive the necessary documentation. A Notice of Nonrenewal and Termination of Insurance was sent on 1-19-2024, requesting the same information. We did not receive a response to either of these letters, the policy nonrenewed on 2-25-2024. ***************************, contacted you to personally address your concerns and the reasons for the nonrenewal of your policy. He also informed you that we use letter correspondence as our main form of communication with our members regarding their insurance policies. We reviewed the policy file and have found no evidence of discrimination against you. The decision to nonrenew your automobile policy was made in accordance with our Underwriting Acceptability Guidelines. We cannot offer you the renewal of your policy when it no longer meets our guidelines. To do so constitutes a violation of our standard practices and procedures. If you have any questions, please contact *****************************,Underwriting Manager, at **************.

    • Initial Complaint

      Date:03/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 March 6 I called for roadside assistance and was told that I couldn't get service unless I paid $100 due to already using up my service for the year. I paid the $100 however the tow truck never came and I cancelled the request in which I was told I would get my $ back. It's now march 29 I have no refund and was told by a rep it would take another 15+ days for the investigation. Absurd.

      Business Response

      Date: 04/09/2024

      We are processing the refund as no service was provided. There is no investigation needed, it takes about 14 days for the refund to be generated and mailed. If you have any questions, please contact ***************************** at ************.

      Customer Answer

      Date: 04/10/2024

      I requested service on March 6. It's April 10th. It did not take 14 days but 30! I just got the payment back on April 6. 

      Business Response

      Date: 04/11/2024

      We apologize for the delays experienced in sending your refund.  If you have any questions, we encourage you to please contact ***************************** at ************.

      Customer Answer

      Date: 04/15/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***************************

       

    • Initial Complaint

      Date:03/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 submitted my claim 01/28/2024 about my car being stolen. They have taken so much time in trying to figure it out. I gave them all the info they needed as soon as possible. I did my part and they just keep taking a long time in resolving it. I call to follow up because they don't tell me anything unless I follow up with them. I call multiple times and leave voice mails for them to call back but I never receive a call back. I have to keep trying until they answer. I am very upset that they ar very unprofessional that they do not give me any info or follow up. I want my vehicle back because I need it. I've made 2 payments in my vehicle and I'm going to pay once again. I hope you guys get back to me and figure it out unlike the people that are helping me. I have my claim number as well if needed so you guys can do something about it.

      Business Response

      Date: 04/22/2024

      Our file reflects regular contact with you and your chosen repair facility. There was a delay in receiving the initial photographs from the body shop due to storm activity. The file reflects we have been able to resolve how the ignition was likely defeated and verify the subsequent damages by utilizing an independent expert. As you were advised on April 8, 2024, your vehicle has been moved to your chosen shop where an estimate can be generated and repair can begin if economically reasonable. Should you require further information, please contact Claims Manager, *********************** at **************.

    • Initial Complaint

      Date:03/28/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Car Battery bought with a 36 month replacement warranty. I want a new battery, since the one I have is bad. REF# for purchase ******. Battery was installed by ************, a AAA contractor.

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Person at fault dud not hold responsibility. Person at fault had expired license left scene before chp arrived

      Business Response

      Date: 04/05/2024

      You indicate that our insured driver is at fault for this loss and you also request the repair of your vehicle. Our file reflects that the loss occurred on southbound Interstate *********************** *******,California. There were no witnesses or California Highway Patrol traffic collision report for the incident. On March 23rd, our insured reported in essence that you changed lanes into his vehicle. On March 23rd,you reported that our insured changed lanes into your vehicle. After completing our review of this claim, you were notified by letter dated March 25th that our insured was not responsible for your damages and your claim was denied. Unfortunately, due to the conflicting versions of the loss facts, and a lack of an independent witness or traffic collision report, which could support that our insured is responsible for your damage, we regret to inform you that we re-affirm the prior denial of your property damage claim. If you have any questions about your claim, please contact Claims Manager *****************************, at ************.

    • Initial Complaint

      Date:03/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Automobile club of Southern California also known as AAA was running an ad on public television in *********** claiming they would give a $25 gift card if you signed up for their service I never got the card I asked multiple times on the phone was told I would receive the card but never got it, this is deceptive advertising its misleading, I was lied to, I got cheated out of my money.

      Business Response

      Date: 04/15/2024


      We understand that you worked with our Agent on January 20, 2024, to purchase a new AAA membership and request your gift card. The agent recalls that she requested the promotional gift card on your behalf at the time she set up your membership. Our records show that her request was processed successfully, and on February 5, 2024 your gift card was mailed to the address listed above. Our records also show that you spoke to our ********************* representative on March 5, 2024, and advised her that you had not yet received your gift card. At that time, the phone agent ordered another gift card and an email which provided instructions how to redeem the offer for your gift card was sent on March 12, 2024. The redemption email was sent from ****************************** to the email address we have on file for you, ******************* In response to your correspondence to the Better Business Bureau, we deactivated the redemption email that was sent on March 12, 2024, and on April 2, 2024, we shipped a $25 **** Gift Card to your address listed on your membership. Additionally, Manager, *********************** advised he attempted to contact you to address the concerns outlined in your correspondence directly. Since he was unable to reach you, he left a voicemail providing his direct contact information for a return phone call for any additional inquiries regarding your AAA membership. If you have any other questions or concerns, please contact *********************** at ************.

       

      Customer Answer

      Date: 04/18/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *****************

       

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Unable to get through AAA underwriting for Homeowners Policy . Mistaken claim on our home from State Farm Insurance. Documentation provided, including a letter from State Farm indicating claim was on my sisters condo in ***********. Not sure what to do?

      Business Response

      Date: 04/05/2024

      While trying to initiate a new homeowner's policy, you were informed that your home did not qualify to be insured by AAA because of a prior claim. You mentioned that although you provided documentation that the claim was on your sister's condominium, AAA was still unable to insure your home. At this time, you are requesting that AAA insure your home. *************************** contacted you to address the concerns outlined in your correspondence to the Better Business Bureau ****************** explained she would resubmit the documentation you provided stating that the prior claim was for your sister's condominium and was mistakenly associated with your home to our *********************** for an exception to our underwriting acceptability guidelines. On March 27, 2024, the request for an exception to our underwriting acceptability guidelines was approved by our ***********************. Our sales agent contacted you on March 28, 2024, and initiated a new homeowner's insurance policy for you effective March 31, 2024. If you have any other questions or concerns, please contact ***************************, Insurance Business Manager at ************.

      Customer Answer

      Date: 04/05/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***********************

       

    • Initial Complaint

      Date:03/20/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      made a claim due to a large storm that lead to damages to my roof and caused a leak into my bathroom with aaa home insurnace. First they stated they would cover the costs and then two hours later stated they would not and would need to send another adjuster out. AAA home insurance stated that I had a faulty roof and that is what caused the leak not the storm. I sent multiple pictures of damages from storm debris and all pictures of damages from the storm. AAA home insurance is a scam and they dont want to cover anything.

      Business Response

      Date: 04/05/2024

      Our response to the insured explains all claim handling in detail.  The insured loss was being investigated for coverage and was not denied. Ultimately, the case has been resolved upon receipt of the roofers report. If you have any questions, please contact ********************************* at **************.

      Customer Answer

      Date: 04/05/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *********************************

       

    Automobile Club of Southern California is NOT a BBB Accredited Business.

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