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:12/17/2023

  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 was involved with an accident with one of their policyholders on October 13 since filing my initial statement that same day, the adjuster on my case has returned zero of my calls and Ive resorted to seeking help from the management which I have heard from zero times since October 13. I have left multiple voicemails and sent multiple emails but yet no one has returned my calls and they have filed the case as my fault with incorrect information. I have sent in multiple diagrams and supporting information and they will still not contact me about the case.Claim #*********

  Business Response

  Date: 02/05/2024

  Our records indicate that this claim was reported to our offices on October 13, 2023, and we promptly initiated our investigation into coverage and liability. Unfortunately, we were unable to find any conclusive evidence to indicate that our insured was responsible for this loss. As such, a denial of liability was mailed to your address of record on November 16, 2023. Our records also indicate that you spoke with Claims Manager, *************************, on November 16, 2023, and indicated that you would be submitting additional information for our consideration. After a review of the information you submitted, it did not support negligence on behalf of our insured, and therefore, our decision remains unchanged on this matter. This information was relayed to you via e-mail on December 19, 2023.  We regret that our determination was not more favorable for you. If you have any additional information or need any further assistance, please feel free to contact Claims Manager, ************************* at **************.

• Initial Complaint

  Date:12/12/2023

  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 treated me differently from other AAA members, and I would like AAA to explain why. Earlier in 2023, I requested to have a vehicle moved from my residence to someone else's residence but AAA rejected my request (the AAA representative stated that vehicles cannot be moved from one residence to another residence). However, my family recently evicted tenants who used their AAA membership to move two vehicles and two motorhomes from our residence (where we had evicted them) to their new residence. Specifically, we learned that evicted tenants CJ (****** ****) ************ and ***************************************** used their AAA membership to move one vehicle (license plate ******** on November 7, 2023, a second vehicle (license plate ******** on November 13, 2023, and two motorhomes (license plates ******* and ******** on November 14, 2023 from our residence to their new residence at *********************************************************************************. If AAA allowed these evicted tenants to move two vehicles and two motorhomes from their old residence to their new residence, then I would like AAA to explain why it rejected my request earlier in 2023 to move a single vehicle from my residence to another residence.

  Business Response

  Date: 12/28/2023

  Your service request was declined as it falls under the service limitations guidelines listed in our Member Guide. As outlined in our California Member Guide, towing service will not be provided for the purpose of relocation or any other similar situation, even if the intent is to repair the vehicle; such tows are considered convenience tows and are not covered by roadside assistance services. Regarding the two ********* members that you referenced in your letter correspondence, the ********* cannot discuss or disclose the call usages of another member as this is considered confidential information. If you have any questions, please contact,*************************** at **************.

• Initial Complaint

  Date:12/11/2023

  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 fire claim on 11/14/2023. I have been homeless with my animals and kids since the fire on 11/14. I have not been paid for the contents in my house and updated on what is going on. I can't get anyone to email me with updates and the Supervisor ********************************* refuses to email and has since blocked me. The house has asbestos and the contents inside my house was deemed a total loss. The environmental company, ****** came out and inspected the contents inside my house and deemed it a total loss. I need to be paid for the contents inside my home as soon as possible in addition to being kept apprised on the investigation and evaluation of my claim. I have proof of no response to my emails. My next step is filing a complaint with the California Department of insurance to investigate delays in investigating, evaluating and paying my claim and to determine if there is a breach of contract. I appreciate your assistance.

  Business Response

  Date: 02/02/2024

  On November 14, 2023, you reported a fire loss to your rental home which started in the bathroom. *********************** spoke with you the same day and explained your coverages and benefits as well as your deductible amount. Your claim was assigned to ******************************* for further handling. ******************** contacted your Property Manager who advised the fire started from an electrical switch in the bathroom. In addition, the home was not habitable due to the extent of the fire and asbestos containing material. On November 15, 2023, a check for $5,826.20 was issued to you. The check was for the reimbursement for your hotel stay at the ************* in *********, **. Due the extent of the damage, the remainder of the $10,000.00 Loss of Use limit was issued to you on December 01, 2023. The check amount totaled $4,143.80.  This check exhausted the policy limits of $10,000.00 for the Loss of Use coverage. Viking ******************* was engaged to inspect the property and determine the extent of your content damage. Viking ******************* inspected the property on November 30, 2023 and provided an estimate for the abatement and well as an inventory of the contents. The inventory did not include any pricing. A $33,181.44 check was issued under the Content exposure on December 18, 2023. On December 19, 2023, you spoke with *************************** regarding the personal property. The conversation included discussions regarding the value of your contents. Based upon the interaction, the remainder of the Content policy limit of $50,000.00 was issued to you. The remaining amount on the Content policy was $16,818.556 and issued the same day. The payment exhausted the policy limits of $50,000.00 for the Content coverage.  No deductible was applied to any of the settlements. Upon receiving the inquiry from the CDI and the BBB, ***************** spoke to you on December 21, 2023 to advise we had received the inquires. You agreed the claim is now resolved. If you have any questions, please contact *************************** at **************.

• Initial Complaint

  Date:12/08/2023

  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.

  I missed a renewal payment tried to pay it to continue automotive insurance and they said I owed for my last premium witch I paid monthly I have been with them for years this is not first time they have done this to me just because I am a working man and they are a huge business that they can do this is wrong

  Business Response

  Date: 12/29/2023

  You have two previous auto insurance policies with AAA. The first policy was effective from 2-01-2010 to 9-20-2012. You requested to cancel this policy effective 9-20-2012 as you started a new policy with another insurance provider. When your policy was cancelled, the earned premium for coverage provided was $1,611.89. We received $925.37 in payments that were applied toward your earned premium, leaving a remaining balance of $686.52. Billing statements were mailed to you and since we did not receive a payment, your $686.52 balance was forwarded to our *********************** Your second auto policy was effective from 4-26-2018 to 4-26-2023. When this policy was initiated, the remaining balance from your prior policy should have been collected but was not. Your policy was scheduled to renew on 4-26-2023. The renewal bill stated a minimum payment of $278.50, which included a $9 remaining balance from the 2022-2023 policy term, was due on 4-26-2023 to renew your policy. Your policy was non-renewed effective 4-26-2023, because we did not receive a payment. On 5-22-2023,you contacted us to provide a payment to renew your policy. Our agent explained the minimum payment due to renew your policy was $278.50. At that time, you believed the minimum payment due was $231 and you advised that you would call back to provide a payment. You contacted us on 6-19-2023, and our agent explained it was required to start a new auto policy because your prior policy had been cancelled for more than 30 days and also explained it was required to collect the $686.52 balance from your that was never collected, to start a new policy. The remaining balance from your prior policy is for earned premium and must be paid prior to initiating a new policy. We are willing to cease all collection efforts and remove the negative credit report when the remaining balance has been paid. To clear your remaining balance, please contact our ********************** directly at **************.

• Initial Complaint

  Date:12/07/2023

  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.

  Complaint against AAA for services not being rendered properly and in a timely manner.

  Business Response

  Date: 12/06/2023

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

  Thank you.

  Business Response

  Date: 12/19/2023

  It appears we ran into delays waiting on your lien holder, *************** to provide us with their Letter of Guarantee. In addition, we were also needing to obtain a Lien Release Letter from them which is needed because you wanted to owner retain the vehicle even though there was still a lien on it. Once we received the letters from *************** payments were issued to the registered vehicle owner, **************** and to *************** Payments have been issued to Alazeia **** and to the lienholder, *************** If you have any questions, please contact Team Manager *************************** at **************.

  Customer Answer

  Date: 12/21/2023

  There were delays only on the behalf of AAA, Ally the financial holder was not only at fault in this matter. Being as I have stated myself, daughter and **** has been trying to reach the assign adjuster, contacting manager by phone, email and you will never get a response are call back from anyone. Being that I filed this complaint within 2 days they issue payment to my daughter, it shouldve never came to this point. Ally still has not received payment at this time spoken with a representative on 12/20.  The only thing that I was told about the delay is were short staff and had to reassign the adjuster. No one seems interested in the lack of communication,unprofessional behavior of the entire team. No one sent an email or return a phone call, letting us know that outside of the original adjuster that we were being reassign. And leave numerous of messages on *************************** voicemail and then never a phone from anyone outside of ******************* on 10/27. Im not  satisfied with there statement on how things transpired; it was a lack of communication, and lack of prioritizing customer service, and needs.

• Initial Complaint

  Date:12/07/2023

  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 says that they offer ** charging at their locations. However, at the location in *********** on ******************************* the ** chargers are all continually taken by employees. This is ridiculous because they are not traveling anywhere and they are there all day. For the members, this service - that we pay for - is not available because the employees have hogged it for themselves.

  Business Response

  Date: 02/02/2024

   

  Please accept our sincere apology for the inconvenience that you have experienced. We recognize the frustration with being unable to use the Electric Vehicle Charger during your recent visit to our *********** Branch. We are always concerned with our members satisfaction and take issues such as these very seriously. Please know that the procedures for ** charging at our *********** Headquarters Building are as follows:

  • Charging stations are available for member or employee use on a first come-first serve basis.
  • Members can charge during branch hours only.
  • Use is limited to a two-hour period.
  • Users must first register their vehicle at the Security Control Room so that security can track how long a vehicle has been there and have a way to contact the person if they go over the limit.
  • There are no reservations for either members or employees.
  • As of November 2023, there is now a fee to use the ** charging equipment. It is payable using a third-party app. That must be downloaded by the user to their smartphone. The chargers are free Monday-Friday 8 am to 6 pm for all users.
  • All ** charging stations are signed with the procedural information outlined above.

  As a gesture of goodwill, we will be sending you a gift from Wine Country Gift Baskets to thank you for your 30 years of membership under separate cover. We hope this response demonstrates our sincere desire to satisfy our members needs. Our goal is to earn your confidence and continue to justify that confidence with quality products and services. We look forward to helping you with your future needs. Should you have any other questions or concerns about your recent visit, please contact *************************, Branch Manager at **************.

   

• Initial Complaint

  Date:12/03/2023

  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.

  In May of 2023 I insured a cars with ******************* Phone: ************ - Insurance Agent | License ******* at ********************** | License ******* and in June of 2023, I added a 2nd car to my policy. In August of 2023, I requested for my wife to be added to the policy.Email from ***: Wed, Aug 23, 3:08?PM In order to change your wifes status on your auto policy to a regular, rated driver, well need a 36-month abstract driving record from ******. We always have to verify a 3-year driving record when coming from out of the country. Once you have this secured from ******, please provide so I can make the change.Eventually, he agreed to a 18 month driving record, however, since my wife was in the US, then she could not obtain a driving record from ******.I asked other insurance companies if they had the same policy and found out that StateFarm does not have such policy and was able to provide me insurance without any documentation and a copy of my wife's drivers license was proof enough that she had a driving history. I received a phone call from a AAA agent to collect $250 for early cancellation fee. I should not be held hostage to an insurance policy or a company that would not provide my family with insurance that is required by the state of California. This is a predatory business practice and businesses should not force people to do business with them or pay penalties. If AAA was able to provide a service like StateFarm, then I wouldn't have to cancel my policy. Therefore, any and all cancellation fees for my account should be waved since AAA did not choose to provide me service and forced me to look for other options.

  Business Response

  Date: 02/02/2024

  You were unable to add your wife as a rated driver on your AAA auto insurance policy and as a result decided to start a new policy with another insurance provider. You further mentioned you cancelled your AAA policy and believe you were unfairly assessed a cancellation fee. At this time, you are requesting the cancellation fee be waived. When your policy was initiated, your wife was listed as an excluded driver at your request. The agent reviewed the coverages afforded, annual premium, and the monthly payments for your policy and disclosed the applicable finance charges for making monthly payments and the short rate cancellation fee that would be assessed if you were to cancel your policy within the first year. In agreement with the terms and conditions, you authorized a $269 down payment and signed the insurance application to start your policy effective May 23, 2023. The insurance application also disclosed the applicable short rate cancellation fee. You contacted the agent in August and requested to lift the exclusion for your wife and add her as a rated driver on your policy. In accordance with our underwriting guidelines, the agent explained proof of your wifes driving history for the previous 36 months would be required since she was licensed in another country during that time frame. The agent also recalled you were unable to provide the required proof to ensure your wife met our underwriting acceptability guidelines and regrettably, we were unable to lift the exclusion and add your wife as a rated driver on your policy. On October 19, 2023, you contacted us and requested to cancel your AAA auto insurance policy effective that day because you started a new auto insurance policy with another insurance provider. We provided coverage as agreed upon from May 23, 2023, to October 19, 2023. The earned premium for that coverage period is $988.51 including all applicable finance charges and a $280 short rate fee for cancelling your policy within the first year. We received $710.80 in payments that were applied toward your earned premium leaving a $277.71 remaining balance after your cancellation. Based on our review, we were willing to add your wife as a rated driver on your policy with the required documentation to do so. Additionally, the short rate cancellation fee was adequately disclosed and is applicable to your cancellation. At this time, we are unable to waive the short rate cancellation fee as requested. To clear your your remaining balance, please contact our *********************** directly at **************. If you have any questions, please contact Mr. *********************** directly at **************.

   

• Initial Complaint

  Date:11/29/2023

  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.

  On September 15, 2023, I bought a policy for my property and 3 cars. For the property insurance, the salesperson requires pictures of my main house, garage, and guest house, inside and outside, and also pictures of the electrical panel, and hot water. I provided all the pictures to him after I sent all the requirements I called him to check if he got the pictures and everything was ok. After that, my mortgage bank sent a check for the amount of $1330.00 to AAA Insurance. I thought everything was ok and my house had insurance. But on November 07 I received a check and a cancelation notice for my insurance house and did not explain to me what was the reason for the cancelation. I called the agent to get an answer for the cancelation but he did not answer my calls, I called many times to customer services to get in contact with the agent and left a message to him but I did not receive any answer. After many calls to customer services, almost two months later the agent sent me an email and said the reason for the cancelation was that he couldn't identify which one was the main house and the guest house and back structure. I answered the same day and explained to him again everything and until today November 28, I did not receive any answer. In the meantime, I don't know if they will re-establish the Mortgage insurance because the agent still has not answered my last email or my calls. I need an answer asap and at least an apology for the horrible services of the agent.

  Business Response

  Date: 12/20/2023

  You worked with our Agent to start a new homeowners insurance policy. When your policy was initiated, the agent reviewed the coverages and annual premium for the policy, then explained a photo inspection of your home would be required to complete the application to start your policy effective 9-15-2023. On 9-23-2023, the required photo inspection was competed,and the agent submitted your application to our Underwriters for review. Our Underwriter informed the agent additional photos of the interior of your guest house were required to ensure your home met our underwriting acceptability guidelines. A Notice of Cancellation was mailed on 10-05-2023, stating your policy would be cancelled effective 11-05-2023 unless the additional photos were received. The agent contacted you and explained the additional photo requirement and on 10-06-2023 you provided the additional photos as requested,which were promptly submitted to our Underwriter for review. Our Underwriter advised the agent the cancellation would stand effective 11-05-2023 unless you provided permit(s) for your guest house and a certificate of occupancy. The agent contacted you and explained our Underwriter was requesting a permit for your guest house and a certificate of occupancy to continue your policy. The agent advised you did not provide the required documentation and regrettably,your homeowners policy was cancelled as scheduled effective 11-05-2023. Our records indicate you worked with another agent to start a new homeowners insurance policy effective 12-13-2023, since your prior policy had been cancelled for more than 30 days. When your new policy was initiated another photo inspection was completed and you provided the permit(s) for your guest house and a certificate of occupancy. Additionally, your new homeowners insurance policy will also be reviewed by our *********************** for acceptability. If you have any questions, please contact Manager *******************, at ************.

• Initial Complaint

  Date:11/25/2023

  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 raised my insurance premium because they thought I had a point on my record when I did not. They raised my insurance premium over 800 dollars for the year. When they realized the mistake and saw I've been over paying they offered to use my over paid ************************************************************************************************************************************ my 590. I never expected AAA to be such crooks! I would like my over payment back and my yearly premium lowered to what it was prior to their mistake!

  Business Response

  Date: 01/02/2024

  In follow up to your conversation with *************************, the surcharge for the point, which was assessed at the renewal of your policy, June 6, 2023, has been removed from the policy effective the same day. This change reduced the annual premium by $595.00, which was applied to the outstanding balance. It is our standard practice for payments and credits to be applied to any balance due. In instances where the payment or credit exceeds the total balance due, then a refund of the difference is issued. After applying the credit of $595.00, an outstanding balance still remains. Therefore, no refund would be applicable. If you have any questions, please contact ****************** at **************.

   

  Customer Answer

  Date: 01/19/2024

  the company still hasn't resolved the complaint but I'm still communicating with someone from the business in attempting to resolve the issue.

  Business Response

  Date: 01/22/2024

  As a follow up to your conversation with *************************, the surcharge for the point, which was assessed at the renewal of your policy, June 6, 2023, has been removed from the policy effective the same day. This change reduced the annual premium by $595.00, which was applied to the outstanding balance.It is our standard practice for payments and credits to be applied to any balance due. In instances where the payment or credit exceeds the total balance due, then a refund of the difference is issued. After applying the credit of $595.00, an outstanding balance still remains. Therefore, no refund would be applicable. If you have any questions, please contact ****************** at *************.

• Initial Complaint

  Date:11/22/2023

  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.

  Hello,I need AAA to reverse the charge to my account of $297. I do not own 2019 Malibu anymore. The transmission broke back in September 2023. I now have a new vehicle under a different insurance company. I shouldn't be charged for a car I no longer have and also I did not authorize this payment. AAA has fraudently charged my account and thats not right. AAA has been the worse insurance I have ever had. Hate these type of companies Policy number - CAA188766398

  Business Response

  Date: 12/20/2023

  ************************* has made attempts to contact the complainant to personally address these matters.  We encourage you to please contact ************************* at ************ so that he may address and resolve these matters.