Business Profile

Insurance Companies

Automobile Club of Southern California

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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

Customer Complaints Summary

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

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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:03/18/2024
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 filed a claim in October 2023 with AAA and took my vehicle in for repair January 4th 2024. The repair company has been communicating with AAA and they and I have talked to 3 different agents at AAA. It is currently in the hands of ***************************** ************, claim # *********. They have only covered 30 days of rental car coverage. I have been borrowing vehicles and begging rides from friends. ***** keeps saying someone by the name of **** is working on it but nothing happens. ***** does not return my calls and trys to blame the repair shop. I don't think I should pay deductible or future payment for coverage.
Business Response
Date: 03/11/2024

Please forward to ******************** at ******************************************************************* for review/response.
***********************************************************
Thank you.
Business Response
Date: 04/09/2024

A repair estimate for your 2018 Chrysler Pacifica was completed at one of AAAs preferred repair facilities on November 01, 2023, and payment was issued to you for the repairs. You contacted AAA on January 03, 2024 to advise that you would be dropping off your vehicle for repairs at West Mesa ***************************** rental car was authorized and you obtained the rental car on January 04, 2024. Per your AAA Auto Policy, rental car coverage is provided for 30 days. AAA and your shop, West Mesa ************** worked together throughout the repairs of your vehicle. There were additional repairs needed from the original estimate that the shop found and worked with AAA for approval in order to have your vehicle repaired back to manufacture standards. There were also multiple part delays from your vehicle manufacture that AAA and the shop are unable to control that delayed the completion of repairs. I am happy to hear that your vehicle repairs have been completed to your satisfaction.

In regard to your $1000.00 Collision deductible; this does apply to this loss based on the AAA New Mexico auto policy verbiage;

PART IV PHYSICAL DAMAGE

COVERAGE G COMPREHENSIVE

COVERGE H COLLISION

OUR PROMISE TO YOU COVERAGES G AND H

We will pay for direct and accidental physical loss to your insured auto and any other auto. Payment will be reduced by the applicable deductible shown in the declarations.

If you have any questions, please contact ***************************** at **************.

Customer Answer
Date: 04/09/2024
AAA took days between communications with West Side Repair. Docs wer sent to AAA and (NICK) **** **** review them the several days. Then tha 1st 2 agents reviewed them and finally turned this over to ***** (aledgedly their supervisor) who finally contacted (****) and proccessed paper work. My 30 day car rental coverage did not cover all the time it took to repair the vehicle.This created a major transportation issue because they processed things so slowly. They should cover my deductable or compensate for transportation for 30 extra days.
Business Response
Date: 04/24/2024
Your auto policy rental coverage limit is $1,350.00 (daily limit is $45 per day). You were in an Enterprise Rental car from 01/04/2024 thru 02/01/2024 (29 days). Our payment to Enterprise Rental totaled $1,305.00.We have issued the balance of the rental car coverage to you in the amount of $45.00. (The check will go out in the mail on 4/16/2024. Please allow 5-7 business days for the check to arrive.) Should you have any questions, please contact Claims Team Manager ***************************** at **************.
Initial Complaint
Date:03/14/2024
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 cancelled my membership with AAA middle of February and was quoted a refund amount. A month later, the amount credited was almost half of that. When I called to inquire, I was told I was misquoted. Thats absolutely ridiculous and no sense of accountability. If a customer is quoted something, they should honor it. They said they sent me a notice but nothing had been received and thats why I called to inquire. Theres absolutely no accountability and AAA just rips people off without any consequences. I cannot be the only customer this is happening to. Its no wonder they faced a class action lawsuit for overcharging customers. I tried to escalate and was told nothing we can do. Horrible business practice
Business Response
Date: 04/12/2024
We apologize for the difficulties you experienced regarding your membership. As your concerns are important to us, we have made several attempts to contact you; however, our attempts have been unsuccessful. If you have any questions, please contact *************************, at **************.

Customer Answer
Date: 04/13/2024
I have attempted to call back twice and neither time was successful in receiving a call back response from the business. Im dissatisfied with the business response.
Business Response
Date: 04/15/2024
****************** has left multiple messages for you. Again we apologize for the difficulties you experienced regarding your membership. We encourage you to please contact *************************, at ************** with any further questions.
Initial Complaint
Date:03/12/2024
Type:Billing 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.
Initially signed up for an AAA Plus membership, when I lived in Corona A. Was back in March 2017. AAA main office is located for ***** in ********* ** vicinity. Moved to PA in 2017. I renewed my annual membership in February 2024, as it expired on or about 2.27.24. Was billed $84 less an auto renewal option (would save me $4). This was for the AAA Plus annual membership fee. So,I paid $80 to renew. Just noticed my account used for payment was charged $93. An extra $9. Why? AAA is a little seedy if you ask me. Have had issues before. Had their auto and homeowners insurance in the past. Cancelled both. Has a weather related minor fender ****** in 12/22. AAA auto insurance was a nightmare to deal with. My AAA membership number ends in 0205. I now a member of AAA East Central. No idea what their main business address is. I did receive notification from AAA that annual membership would increase by $8, but, this was affective as of March 2024. I renewed before then, plus, my membership was charged $9 extra. AAA really is. Ot with the membership anymore. I rarely drive as it is.@:$ see no benefits their service. I can use my AARP membership to get the same dos coins as AAA offers too. I want to be reminded $13, as I paid $80 to ***** last month. I Did not pay $93. Thank you.
Business Response
Date: 04/03/2024
We are unable to enter our response via your web portal. We request you enter the following as our response and close the complaint as resolved.

Please accept our apologies for any frustration you experienced with your membership. As a follow up to your telephone conversation with *************************, we are pleased to have been informed that your concerns were addressed to your satisfaction. Thank you for allowing us the opportunity to personally address your concerns. Should you have any further questions, do not hesitate to contact ******************, at **************.

Exec Member Relations
Customer Answer
Date: 04/03/2024
this was the only option available to add an iodate.yes, I was contacted by phone. The BBB annual pricing for where I now live differs from that where Id initially enrolled. I was also informed I still should have received a $5 credit regardless, since I did enroll in auto renewal. I have yet to receive said $5 credit to the financial institution Id used to make my annual renewal payment. I do accept he BBBs responded. Again, I am waiting the promises $5 refund or credit to my bank account.
Business Response
Date: 04/05/2024
Again, if you have any further questions, please contact ************************* at ************.
Initial Complaint
Date:03/09/2024
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.
I called AAA with a battery issue. My battery is under warranty with AAA and I asked for a replacement battery, if needed. ******* towing was sent and they said they could not replace the battery because they did not have any in stock. I waited some time, then called again, requesting that AAA honor the warranty. ******* towing came out and said that because I had removed the battery that that invalidated the warranty, even though the battery had been in place and not removed when requested previously.
Business Response
Date: 04/04/2024
A situation such as this in which the *** battery has failed testing, but the battery is out of stock, the battery serviuce technician should advisde you of your option to purchase a replacement battery from a third-party vehdor and submit the receipt to the ********* for reimbursement review. We have counseled our staff and contracted service provider on this. Removal of the *** battery does not necessarily void the battery warranty, the battery service technician will assess the circumstances, proceed with testing, and warranty protocol, unless the battery has been tampered with or is damaged. For any future battery warranty service, you may contact us to have staff confirm if the battery is in stock for replacement. Please contact ************************************* at ************ with any questions.
Customer Answer
Date: 05/09/2024
The company told me I could fill out a form and be reimbursed. The form submission process does not work. The contact link does not work. Their email does not work. Therefore the resolution that we agreed upon is non-functional.

I thought we had a resolution, but the mechanisms for honoring that resolution are broken. I want the case re-opened.

Business Response
Date: 05/10/2024
Our responses have addressed these matters in detail. If there are any further questions, we encourage you to please contact ************************************* at ************.
Customer Answer
Date: 05/10/2024
I am rejecting this response because:

The email on AAA's reimbursement form returns an error when emails are sent to it. AAA California's Contact Us link does not work. The email link on the reimbursement form also does not work. An email was sent to ****************** with the relevant information. She has not yet responded.
Business Response
Date: 05/14/2024
Again, if you have any further questions, we encourage you to please contact ************************************* at ************.
Initial Complaint
Date:02/28/2024
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 placed a call for tow on 2/5 at 8:50 am and went through the automated system to request a tow, I then received a call from a third party vendor about 10mins later. I was told they could not complete the ticket due to me not being the registered ********* explained my fianc is the registered owner & that I was insured on the *********** would be present at the drop off. Vendor still said due to liability they cant complete this tow. I called AAA back & explained the issue & told them I am insured on the vehicle they made an exception & reissued my ticket for service to the same vendor. Waited over my hour ETA, called AAA back for an ************* said my ticket was cancelled by the third party vendor, who had initially called me & told me they couldnt do service. The AAA rep said they would re-issue my ticket for service & have another vendor complete my service. Again, waited over my hour ******** ticket was assigned back to the first vendor that could not do the service. I never received any updates from AAA or the vendor. The location of my vehicle was less than a mile from the vendors location & after being assigned took them over 1.5 hrs to get to me. Once the ticket is assigned AAA provides an interactive map to track the location of the tow *********** sat in the same spot for over 45mins. Again, still no calls from AAA or vendor with an update. I called AAA back for an update & then called the vendor directly for an update & said they were in route. This was a lie as I was actively watching the driver not move. The driver did not arrive to vehicle location until 3:21pm. Upon pick up my fianc asked if they needed to verify registration, insurance or AAA info for pick up & the driver said no because I would be at the drop off. The car didnt get dropped off until 4:40pm. I filed a complaint with AAA same day and was told theres a 2-3 day call back. Its now almost 2 weeks later and I had to call AAA back for resolution and still has yet to be addressed.
Business Response
Date: 02/27/2024

Please forward to ******************** at ******************************************************************* for review/response.Retrieving data.
***********************************************************
Thank you.
Business Response
Date: 03/21/2024

We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. To avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service providers. As such and as a gesture of goodwill, we will be providing you with a complimentary Plus membership on your next renewal starting April 27, 2024, through April 27, 2025. Please be assured this matter has been addressed with all parties involved and the appropriate corrective actions have taken place. If you have any questions, please contact *************************************, at **************.
Initial Complaint
Date:02/23/2024
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.
Dear B.B.B. on Oct 6th 2023 we had a car accident, it was our fault ,I've got full coverage on car problem is A.A.A. ins. Had ** go to their car repair shop where they ambush us into a Lowball Quote ?! Caliber Collision is in kahoots Collusion with A.A.A. ?!when I realize the problem I took my car to the car repair shop of my choosing,which was the real quote .now A.A.A does not want to pay the Right amount for car repair or write a check for car rental which we have.when I call I just get the Runaround, totally B.S.now it's *** over 4 months and I don't have time for these games they play with us ?! They have no ************ are practice at the Art of Deception ,Lyin,Cheating!? Real Shady Business dealings I'm sick of it ,want B.B.B. to make them pay up what's just n Right ****
Business Response
Date: 03/11/2024
You have previously discussed your concerns directly with *************************, Claims Manager. After reviewing the file, it appears we issued payment to you based on your initial estimate in the amount of $3,239.50. You have since provided an additional estimate in the amount of $7,989.98. Unfortunately, this estimate included inaccurate part prices, items that were not damaged from this loss, and labor rates that are not in line with other repair facilities in the area. Please remember you are entitled to repair your vehicle at any shop you choose. If you decide to repair at Top Finish Collision, or any other shop, please contact us to let us know when you will drop your vehicle off for repairs. We will inspect the vehicle with the shop and come to an agreed upon cost of repairs and issue payment to the shop and you. The estimate in the amount of $3239.50 is appropriate based upon the visible damage and within industry standards to properly repair the vehicle and we must respectfully decline any additional payment at this time. In addition, we will provide rental car coverage as is outlined in your policy. If you do plan to repair your vehicle, we would pay for the cost of any rental while your vehicle is being repaired for a maximum of $35/day; up to a maximum of 30 days. If you have incurred a rental bill, please send it to us for review. If you have any questions, please contact ************************* at **************.
Initial Complaint
Date:02/22/2024
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.
This is regarding a claim that I filed to get a windshield replaced for the windsheild on my wife's 2022 ****** Kicks.I used your recommended autoglass facility, Safelite, located at **************** to get my windshield replaced.They used an aftermarket windshield because, according to them, that is what AAA will only allow and pay for.The aftermarket windshield that AAA authorized, and it will not recalibrate to the safety sensors.Because of that, and our phone call we had over the last few days, my wife has to drive a car that now is lacking these safety features provided by the **** safety system that includes "blind spot monitoring", "forward collision alert", and "lane departure warning" just to name a few.Ever since the AAA recommended window replacement installer, Safelite, used AAA REQUIRED REPLACEMENT PARTS to replace the windshield on my wife's ******, the **** safety feature has malfunctioned. Prior to installing the AFTERMARKET windshield YOUR policy requires, the **** safety system worked flawlessly.Auto insurance is supposed to restore the vehicle to its original appearance, including how it operates. In this case, AAA gets an F.I talked to Safelite, and the manager informed me that the problem with the recalibration of the **** safety system is the aftermarket windshield. He recommends using the factory original (OEM).I have been a loyal customer of ********************** for over 23 years. That includes ********** That's 23 years of auto insurance premiums. I have always felt like a valued customer until now. It's a windshield. It seems to me that currently, AAA is willing to sacrifice my wife's safety to save a few hundred dollars.Loyalty used to mean something. It seems to me that loyalty with AAA is a one-way street. To save 500 dollars, you recommended an aftermarket windshield that can't be recalibrated, thereby making the **** safety system inoperable.
Initial Complaint
Date:02/21/2024
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.
***********************, a AAA endorsed towing company, sold and installed in my vehicle a AAA battery that was the incorrect battery for my vehicle on September 2, 2023. The towing company represented I did not need to be a AAA member, as AAA would honor the 3 year battery replacement warranty that came with the AAA Battery Invoice as paid by me on September 2, 2023. Because the battery was not compatible with my vehicle, I had electrical problems February 14, 2024, and the incorrect AAA battery had to be replaced with a compatible *** battery as shown in the *** attached invoice. Therefore, the AAA warranty for a battery replacement cannot be honored by AAA due to an incorrect AAA battery paid for and installed in my vehicle. I summitted to AAA a Battery Reimbursement Application they provided to me to fill out for the amount of what I paid, $356.18. I was informed today, February 21, 2024, that AAA will not honor my request and declined reimbursement because I am not a member. AAA further said the towing company who is in contract with AAA should not have done this. It is my position AAA is responsible for reimbursing me the cost of what I paid to the towing company, due to the fact that the towing company is in contract with AAA and is making claims of AAA responsibility.
Initial Complaint
Date:02/21/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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 requested a tow on 2-9-24 due to car not starting. Upon the arrival of the tow truck we were able to start the car and did not use the towing service. I was told it will still count against my number of tows. I have had zero issues for the 20+ years of being a member until now. It is not right to charge me a tow when I did not receive one. It is only fair to remove the tow and restore my balance of yearly tows.
Business Response
Date: 02/20/2024

Please forward to AAA East Central at ******************************************* for review/response.
P.O Box ***** ********* ** 92799
Thank you.
Initial Complaint
Date:02/19/2024
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.
Date of transaction is 2-1-24 I paid with two different cards for an auto insurance bundle. After an hour after paying I was told they couldnt insure our motorcycle. I told the agent to cancel the policy. I have emailed severa times a week and have called 2-3 a week for a refund. I keep getting excuses from them. I have not been refunded $10051.00 still and they havent even begun the cancellation.
Business Response
Date: 03/12/2024
******************** advised he contacted you to address the concerns outlined in your correspondence to the Better Business Bureau and explained that your policy was cancelled with the wrong effective date and a $926 prorated refund was credited back to the credit card you provided to initiate the policy. Mr. ************ assured you the cancellation effective date would be corrected and that we would issue an additional refund accordingly. Mr. ************ recalled he remained in communication with you and provided updates during the process of the cancellation effective date being corrected. Our records indicate you disputed the $1,051 down payment you provided to start the policy with your financial institution. On February 22, 2024, the $1,051 down payment was credited back to the credit card you provided to initiate the policy at the request of your financial institution. On February 27, 2024, Mr. ************ contacted you and explained the cancellation effective date of the policy was corrected. Mr. ************ clarified that the additional $125 prorated credit would not be refunded because $1,051 was credited back to your credit card. Mr. ************ also explained that since we previously issued a $926 refund, and the $1,051 was subsequently credited back to you credit card, your policy now shows $926 remaining balance. An updated billing statement was mailed to you on February 26, 2024. To clear your balance, please contact our *********************** directly at ************ If you have any questions, please contact ********************, at ************.

Customer Answer
Date: 03/12/2024
My credit card issued me a temporary credit which does not affect the original amount I paid with which was on 2-2. AAA was paid through my credit card. That would not have anything to do with a temp credit from my credit card. My credit card has cancelled this because i was issued a partial refund. I do not owe AAA. They owe me.
Business Response
Date: 03/14/2024
Our initial response explained all handling and adjustments in detail. To clear your balance, please contact our *********************** directly at ************ If you have any questions, we encourage you to contact ********************, at ************.
Customer Answer
Date: 03/14/2024
my bank has cancled the credit they gave me so you should have received it back to you. Please check.

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