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:02/01/2024

  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 BBB Team, on the 3 of November around 8am, there was car crash in front of my house, and because of this crash, my house fence was destroyed. I have contacted AAA insurance to solve this issue. On Nov 6 I opened the claim(016148628) with case adjustor *************. They wanted from us my fence estimation. I did it and after November 20, I sent estimation of my fence to her and started from that time, she didnt reply to none of my emails, voice messages, calls. I contacted her manager ***************************** once, she said you should wait. It was 2 months ago. 2 months passed and We are still waiting and in total, it is already 4 months without having fence. I have a kid in the house and our house is located in the intersection of the main street and I can't let her go outside. I am afraid of our lives as we don't have any protection right now. However, Nor ******, neither Min cares about my situation. None of them calls me back or offer a solution for me. What I ask is that I need to get the estimation amount so that I can start to repair my fence. Please help me to solve this issue. I can send all videos so that you can see how it is happening. Thanks you ******

  Business Response

  Date: 02/19/2024

  On January 31, 2024, you spoke with ***************************** and ******************** informed you that we have a policy limit issue that is delaying the resolution of your property damage claim.  Our policyholder carries a property damage limit of $25,000. As it has become evident that this limit will not be sufficient to cover all known property damage exposures, it is imperative that we gather the total value of the damage prior to presenting a settlement to all claimants. Currently, we are awaiting final invoices from the driver of the Jeep Wrangler that was also impacted by this loss. Upon receipt of this information, we will present a pro-rata settlement to both parties. If you have any new information or would like to discuss the matter further, please contact ***************************** at **************.

  Customer Answer

  Date: 02/22/2024

  I am very thankful for BBB that they pushed you to respect me and reply me via mail or phone call, otherwise no one has cared about me.

  I am not satisfied with AAA response because I hear the same thing over 3 months. 2 weeks ago 2 people at midnight came and stole cover of the fence which only cost 20$ , and now can you imagine in which fear we live? Everyone comes and enters our house how they want, who is responsible for it? Who broke it? I was just sitting in my house and your policy holder did it. And now you dont give limited time frame to provide Jeep expenses so that you can accelerate the process. I am not ready to wait another month or 2. I have already waited 4 months. 

  Business Response

  Date: 02/22/2024

  Again, If you have any new information or would like to discuss the matter further, please contact ***************************** at **************.

  Customer Answer

  Date: 02/26/2024

  Dear BBB, thanks for following up on my case, otherwise AAA would never do that. However, I am not happy with what they are telling me already 4 months. 2 weeks ago thieves stole my fence cover and now I dont have any protection for my housr. Can you imagine how afraid I am now for my family? Everyone can come into my house and steal my packages , swim in the pool and do whatever they want. AAA doesnt give timeframe for JEEP car so I am waiting for nearly 4 months without fence. I have sent them the fence estimate and everything what they needed and no action from them. 

• Initial Complaint

  Date:01/30/2024

  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.

  01/30/2024 Received a call stating that I owed $245.25 for the final insurance bill. The problem is that I paid it on 01/10/2024. 20 days AFTER I paid the bill in full, I received a phone call stating that I still owed $245.25. I stated that I paid the amount, however I was never provided with receipt. Was able to check my bank statement and saw that the payment was withdrawn on 01/12/2024. The person I spoke with told me that the payment was put towards my membership. Which makes no sense since because 1. The original call was for insurance payment 2. There was no positive balance reflected in my membership. I still had to pay $90 to renew the membership. What I was told made no sense. I asked if I could receive payment confirmation as I never received one of the $245.25 that I paid towards the auto insurance on 01/10/2024. I was told they do not give receipt or payment confirmation. I was told that MY BANK STATEMENT WAS MY RECEIPT. Yeah...no that doesn't cut it. Why? Because you do not have access to my or your customers bank statements to confirm that a payment was indeed made.What I need? I NEED payment confirmation or receipt, so I dont receive a surprise collection notice from AAA, since you dont even keep records of paid in full accounts. So I know and YOU know that my account is paid in full and there are no past due or outstanding balances.

  Business Response

  Date: 02/22/2024

  Our records do show that your final payment due of $245.25 was paid and posted to this policy by January 11, 2024. It appears that due to a balance difference update not being processed, your balance was not properly reflected on our collection accounts list. This caused our internal collections representative to call you in error. During that call, the representative did notice that our two systems were not in balance. The representative made the mistake of believing that your payment had misapplied to your membership which was not the case. For this error and the time it took to rectify our records, we sincerely apologize. Your desired settlement is to have proof of payment for your records. We have attached a receipt as well as this written response stating this account is paid in full. Please contact ****** ***************************** at ************ if you have further questions.

• Initial Complaint

  Date:01/26/2024

  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.

  I had submitted the odometer reading of my car when renewing my auto insurance policy, but the insurance agent, ***************************** did not forward the odometer reading to their underwriting department. On Oct.28, 2023, I received a notification on my **** app with a bill for $205. I didn't realize it was an error on their part; because I had just transferred my homeowners ins. policy to **** to bundle with my auto policy. I thought the $205 was for the homeowners policy, so I paid the $205.A few days later, I received a letter dated Oct.25,2023 in the mail stating that the $205 was due to **** not having been provided a photo of the odo reading.When I called about this error, the **** rep I spoke with confirmed that the photo of the odo reading was on file.11/01/2023: spoke with *****, told me I should receive a refund. Transferred to *****, who told me he was sending an internal email to *****************************. **** me his email address, told me if I didn't hear back from ****************, I should email him directly and he would help to resolve the matter.11/13/2023: Emailed ***** no response 11/16/2023: Called, spoke with *******. Told me refund will arrive in **** days.11/22/2023: Called again. Spoke with ****, who told me very rudely that I did not need to keep calling because I would receive the refund.12/13/2023: Called again. Spoke with *************************** - promised this time definitely would receive refund. Also said she would follow up our call with an email (which she did - see file attached) and also she would copy her supervisor (who she spoke with while I was on hold). Said if there was any issue, I could email her supervisor *************************** directly and that **************** was fully aware of the issue. Was reassured again that refund would be processed right away. 12/28/203: No response from ****. Emailed *************************** about the status of the refund 12/20/2023: No response from ***************************. Emailed her again 01/26/2024: As of today, No refund or response from ****

• Initial Complaint

  Date:01/25/2024

  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 used a AAA contractor to tow my car to the auto dealer for repairs. During the time they provided the tow service my car was damaged and the dealer charged me over $1000 dollars to repair the damages. I have tried repeatedly over the 5 months to get either the tow truck service or AAA to reimburse me for the damages they caused. I've made phone calls, in office visits, sent emails, all to no avail. I've been put on hold, transferred, told I would be called back, and still no results.

  Business Response

  Date: 02/26/2024

  Please be aware that ********************************* is an independently owned and operated business and is responsible for any damage caused by its own actions or those of its employees. In order to assist you, the ********* took on the role as a mediator and enlisted assistance from our Member Relations Department. Through our research, it was found that you claim ********************************* damaged the hood latch of your vehicle when rendering battery service. With our investigation concluded, **************** Towing & Transport states that they previously accepted liability for the damage and made several attempts to obtain a detailed repair receipt from you to resolve your claim. *********** Towing & Transport has received the required documents and agree to reimburse you $1,100.00 for costs to repair the damage caused to your vehicle. We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. As such, we sent a reimbursement check of $1,100.00 which represents the repair expense you incurred for the damaged hood latch. If you have any questions, please contact ***************************, at **************.

   

• Initial Complaint

  Date:01/25/2024

  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.

  On January 19, **** I became aware that my membership cancelled. This was surprising because I paid my renewal via check Nov 2023. I have no check returns from my bank and no letter or phone call from AAA stating the payment did not clear and my membership was being cancelled. I've been a member for about 8 years and the fact that I commute this is troubling for me.

  Business Response

  Date: 01/23/2024

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

  Thank you.

  Business Response

  Date: 02/22/2024

   

   

  Our records indicate that your AAA Premier membership card was mailed to you with your renewal statement on October 3, 2023. Membership cards along with renewal statements are mailed out 45 days prior to your annual expiration date. On November 21, 2023, we attempted to enroll you in Automatic Renewal (AAA Auto Pay) and process your $114.50 check payment electronically, using your routing and account number. Unfortunately, efforts to renew your membership were not successful. We were advised by our bank that your electronic payment was returned, with the reason code of insufficient funds. A letter was sent on November 30, 2023, advising you that your membership renewal payment was unsuccessful and that your membership was unpaid. On December 21, 2023, a 2nd letter was sent advising you to send payment promptly to prevent your membership from being canceled. For your reference, we have sent copies of both bills sent to you at your ********, ** address. After reviewing your membership account further, we found that on January 19, 2024, a representative of the ********* was able to assist you with getting your membership reinstated back to your November 18, 2023 expiration date, and process a card payment of $128.50, which included a Returned Check Fee. This payment was successfully processed and your AAA Premier membership was renewed through November 18, 2024.

   

• Initial Complaint

  Date:01/23/2024

  Type:Product 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.

  My original request was done through AAA. But my brothers name was last updates to the card for a tow. So, I decided to pay out of pocket due to the driver being almost at the address. At no point did the driver state that his passenger door was broken. So the driver told my son, who car was being towed he need to find away from ************************************* to **** Duck Ponds Pl, ********. When I called their office I spoke to ****, who identified himself as the owner who said. They don't have to transport people and we should have call the company back to request another truck. The driver did not mention the door until he had loaded up the vehicle for tow. I asked **** for $40.00 back since now I have to get an Uber to bring my son to my house. But he refused saying they did a service. Yes, but transporting the person with their vehicle is a service.

  Business Response

  Date: 01/18/2024

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

  Thank you.

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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.

  An incredible lack of communication from my claims adjuster regarding claim # ********.Phone calls and emails not returned in a timely fashion. I was asked on on Tuesday the 16th of January of **** if I had a chance to email a copy of the police report, at which point I informed my adjuster that I had emailed the requested document on the 10th of January **** at which point my adjuster said "Oh let me check my email. Oh here it is." If I did not clear my emails at least once a day, I would not have a job. I am advocating for the people that do not have the money to replace stolen vehicles out of pocket while waiting for uncaring and indifferent adjusters with poor communication standards.

• Initial Complaint

  Date:01/22/2024

  Type:Product 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.

  ON 9-23-23 I purchaser a one year membership and ***********.from a TV ad. It offered an additional free membership and a $25.00 **** gift card. They never stated how ling it would take to get the membershi9po cards and the gift card. It tookover 6 weeks to get my card and an additional m2 more weeks to get the other one. I have yet to get the **** gift card. I have spoken to 11 different people including what I thought were managers as well. I emailed one manager today. I have not received any return emails or voice messages. To me when you put something on TV and do not r3eceive what is stated this is fraud. I want my $25.00 gift card now. Please see what you can do and I do want a report out on them.

• Initial Complaint

  Date:01/21/2024

  Type:Product 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.

  Cancelled aaa insurance policy in my name ********************* aka ******************* and requested refund prorated back in August 2021 after a few months lapsed without payment. I was told I was not on policy and quickly emailed the policy documents. I asked to stop check written uncashed and remit funds to me directly as primary holder per aaa internal policy. The customer service/********************** agent directed me to work it out with my bank with a check not in my name aaa issued. I have been attempting to fix via phone mail and website /email this long!!!!

• Initial Complaint

  Date:01/19/2024

  Type:Order 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.

  They continued my policy for 3 months after I canceled without my permission now they want me to pay a collection agency $462.78 this has got to be illegal. Please help. Now its making my credit bad. Please please help me.

  Business Response

  Date: 02/20/2024

  We find no request from you to cancel the policy. Our records show the policy was to be cancelled for non-payment effective 2-03-2023. Your payment for $187 .56 made on same date of 2-03-2023, posted to the account 2-06-2023, reinstated the policy with no lapse. Your next installment notice generated on 2-21-2023, was considered late as of 3-21-2023. Payment of $250.35 on was received on 3-28-2023. Once the payment posted, your next bill was mailed. As of 4-23-2023, the installment had not been received. A cancellation notice effective 5-05-2023, was mailed out asking for payment to continue the policy. No payment was received, and your policy was cancelled effective 5-05-2023. When your policy cancelled there remained an unpaid balance of $462.78 for coverage up to the cancellation date. An itemized statement has been sent for your review. Your policy was referred to outside collection vendor CCS Collections for collection efforts. We do not want to charge you for coverage you may have had with another insurance carrier. If you obtained insurance from another carrier prior to our cancellation date of 5-05-2023, please provide a copy of your proof of insurance card or declaration page with the following details:
  
   
  
  1.            Name of lnsured(s),
  
  2.            Name of current insurance company and current policy number,
  
  3.            Effective date and expiration date of coverage, and
  
  4.            Vehicle identification number(s) of the vehicle(s) (VIN)
  
   
  
  If the vehicle was sold or traded-in, please send us a copy of the Bill of Sale or Release of Financial Responsibility from the ********** of ***** Vehicles. If you did not obtain insurance elsewhere, sell, or trade-in the vehicle prior to the cancellation date of May 5, 2023, the balance of $462.78 is still owed for coverage provided. Once the balance is paid, we can alert CCS Collections to update the affected credit bureaus to show the account paid. Please contact ****** *****************************, at ************ if you have any questions.

  Customer Answer

  Date: 02/20/2024

  this is not true.  I told the agent on the phone myself that the police was to be terminated at the end of the month.  When I made my last payment.  What I don't understand is why you continued to insure me. I did not want the service any longer.  I u continued it it on ur OWN without my permission.  That is illegal.  If you take ****** to a mechanic and you tell him to change ******** and he changes ur engine. Then charges you for a service you don't not ask or concede to.  Is illegal ??.  You are trying to commit fraud here and I will not stand for it. This is fraud plain and simple. 

  Business Response

  Date: 02/21/2024

  Our initial response explained all policy handling in detail. If you have any further questions, we encourage you to contact ****** ***************************** at ************.

  Customer Answer

  Date: 02/23/2024

  Your commenting fraud. I will get an attorney and open a class action lawsuit.  I'm sure by your response you have done this to others and got away with it.  I WILL NOT PAY FOR SOMETHING I DID NOT AGREE TO.