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:11/16/2023

  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 recently got auto insurance through AAA because I couldnt figure out how to get GEICO due to the new California law (even though AAA is the most expensive company to be with for auto insurance so far). Anyways, I got pass the fact the start date wasnt the day the gentlemen on the phone said it was, I got passed the fact that the first representative added renters insurance to my original quote when I specifically said I didnt want it through them at first because I already paid for renters through another place and had to wait until that month was over. I also got passed the fact that the representative that I was forced to go through to start auto insurance, would call me over and over again to see if everything was ok but you could tell he didnt even want to be calling. It was over the top. The issue here is that I just wasted my time talking to a representative on the phone to add renters insurance. She repeatedly told me it would be better to have renters and auto insurance through them because I would save (she said it 3-4 times) all to randomly tell me oh we cant insure your house because there is an open claim at your address from the year 2022. I just moved in October 2nd of 2023, and there hasnt been a resident living here since February 2023. Why would there be an open claim for a home someone no longer lives in? And why would a new resident be punished for that? So Im making this case to see whats going on because its not making sense there is still an open claim on a home Im now a resident in. For now, Im looking into other car insurance options to pay for and wait the 14 days until the policy is active, canceling my AAA yearly membership and getting renters insurance somewhere else, unless I can get a resolution (doubtful). This is so disappointing and a bit ridiculous.

  Business Response

  Date: 01/17/2024

  You worked with our sales agent to start a new renters insurance policy. In the process of initiating a new policy, the agent followed standard protocol and ran a Comprehensive Loss Underwriting Exchange (****) Report to verify any prior losses. For clarity, a **** report is a claims information report which contains up to seven years of personal-property claims history associated with your name and address. This report is one of the tools used to evaluate whether you meet our underwriting guidelines to qualify for insurance. After review, the agent explained the **** report showed an open claim for your residence that was filed by the previous owner or tenant. The agent also explained that although you did not live at the residence when the claim was filed and were not responsible for the claim, having any losses in the last five years is unacceptable, based on our current underwriting acceptability guidelines, and you would not qualify for a new renters insurance policy with AAA. If you have any questions, please contact Manager ******************* at ************.
  
   

  Customer Answer

  Date: 01/17/2024

  The response I received is pointless. I will be leaving AAA and getting new roadside assistance as well as car insurance elsewhere. 

  Business Response

  Date: 01/18/2024

  Again, the agent explained that although you did not live at the residence when the claim was filed and were not responsible for the claim, having any losses in the last five years is unacceptable, based on our current underwriting acceptability guidelines, and you would not qualify for a new renters insurance policy with AAA. If you have any questions, we encourage you to contact Manager ******************* at ************.

• Initial Complaint

  Date:11/14/2023

  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 an auto-ins claim on Sept 28, 2023. My classic ******** had been tampered with and the hood release and hood were jammed unable to be opened. Dear ****************, my recent conversation ( Nov. 14, 2023) with *********************** and *********************** regarding my car claim, unfortunately, there are differing perceptions and I feel that I am not being treated fairly. Additionally, I discovered additional damage to the interior hood handle while my car was at ******** service, which was not present on September 28, 2023. ***** informed me today at 3:19 pm over the phone that the tow truck driver who transported my car to ******** attempted to release the hood and further broke it. I was present during the towing process and can confirm that the driver only connected the tow cable to the exterior tow piece attached to the front of the car. It is now Nov 14 and the claim was filed Sept 28, with no resolution. Due to the interior hood latch being broken twice once when tampered with and another time at ********************* without my authorization any further diagnosis is impossible. The responsibility is with AAA to pau to open the hood and repair then have the car checked for any possible damages incurred during the claim period incident reported. Your office has been unethical and discriminatory. ************************ stated that he is not responsible for any repairs to fix the problem with the hood not opening to the garage where my car is now. I have been patient and transparent throughout this ordeal, and it is causing me extreme anxiety. It is unacceptable to be mistreated and discriminated against and asked to be held accountable for the cost of repairs that are not due to wear and tear. ***** even admitted that a tow driver forced the handle further, resulting in its irreversible damage, although I have no proof of this. Furthermore, I have filed a separate claim for the damages during the two weeks my car was at **************************.

  Business Response

  Date: 12/05/2023

  We also received a complaint from the California Department of insurance. Although we believe that we have already addressed most of your concerns within our response to the CDI, you did mention a new issue involving a tow truck driver and the hood latch release lever of your vehicle. Claims Manager, *********************** has discussed the hood release matter with you and has also provided you with $200 compensation under your current claim towards diagnosing the actual problem with the hood latch and opening the hood. You have informed us that you have requested your vehicle to be towed back to ************************** to address this very concern and the repair process is progressing. While this is an ongoing claim with many moving parts, we believe this matter has been addressed and would like to assure you that we are in contact with the dealership regarding any new information that becomes available. If you have any questions, please contact *********************** at ************.

• Initial Complaint

  Date:11/14/2023

  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.

  Last year AAA sent us the auto insurance bill inflating the amount of miles our son drives his car to 7500-****0 a year when he hardly drives. They told me I had to give them the miles on the car and come back in 3 months and they will recalculate it. She told me I would get reimbursed for the 3 month difference prorated to the day I first came in. I had the employee write it on the back of her business card because she said there was nothing she could print for the computer that stated that.3 months later they had to change the miles on my sons car to **** ***** (huge difference!) They now tell me the employee can not prorate it and I have to basically **** it up and pay the way higher premium anyways. I went back and forth on email (documented) with manager basically telling me he is not going to refund me the difference. I cancelled my life insurance policy (to save some of the money they basically stole from us because I was mad at AAA. This year the bill again inflates my son's estimated driving miles for the year. This time not as high so hopefully we won't notice as they reach into my family's pocket to steal money. This year they estimate him to drive ********* miles. I call AAA they told me the miles they put for the car on 12-13-22 was ****** and the miles the they put for 9-3-23 was 77, 091.His car only has 73, 611 when I took it in today! So somehow they "accidentally" put **** extra miles on it. The lady today took a photo of the odometer and said,"I don't know how this could happen" After a boss overrode the mileage an older lady shows up yelling about them inflating the miles on her policy!!! After she came back she tried telling me his average is **** miles. I did the math in front of her to show its less but she left it to charge the higher amount. The math showed he is clearly still in the ********* range but she took the math over to the boss who said thats just how the computer calculates it. PURE THEFT!!!

  Business Response

  Date: 01/03/2024

  The Renewal Declaration showed your **** ****** rated at ***** annual miles driven. Our *********************** followed standard protocol and used your Vehicle Identification Number (***) to order an internal *** report on September 3, 2023, which discloses the actual mileage driven on your vehicle based on previous driving history. The odometer reading provided on the *** report and the previous odometer reading you provided in December 2022 were compared and used to calculate your rated annual mileage effective at renewal. On November 14, 2023, you visited our ********* office and requested an annual mileage adjustment for your **** ******. Our Insurance Specialist obtained an updated odometer reading and recalculated the rated annual mileage for your vehicle. We decreased the rated annual mileage from ***** to ***** which decreased your renewal premium from $4,427 to $3,948 and an updated Renewal Declaration was mailed to you confirming the change to your policy. We are aware you did not agree with the updated rated annual milage and believed your vehicle should be rated between 1,000-1,500 annual miles. Our records indicate you visited our ********* office on November 22, 2023, and requested the rated annual mileage for your **** ****** be re-evaluated. At that time our Insurance Specialist discovered the odometer previously obtained was incorrectly input into our system as being obtained on September 3, 2023, instead of November 14, 2023. We corrected the date the odometer reading was obtained. By doing so, the annual mileage for your **** ****** was decreased from ***** to ***** and your annual premium decreased from $3,948 to $3,786. Further, you requested to remove Comprehensive, Collision, Rental and Uninsured Deductible Waiver coverages from your **** ****** and added Uninsured Collision coverage. The coverage changes decreased your annual premium from $3,786 to $3,339 and an updated Renewal Declaration was mailed to you confirming the changes to your policy. At this time, the annual mileage on your **** ****** is being rated correctly based on the odometer readings provided and your annual premium has been adjusted to reflect the updated annual mileage and coverage changes requested at renewal. If you have any questions, please contact ************************* at ************

• Initial Complaint

  Date:11/13/2023

  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 paid AAA what I thought was my premium and it turned out to be for my membership. I thought I was fine because I'm on a 10 month pmt. plan, and for 2 months there is no bill. I emailed them on Oct. 4th, no reply so I thought all was good. Today I went to pay my bill, found out I was cancelled, no warning. Usually I get a call saying I'm at risk, they did nothing, cancelled my policy & NEVER TOLD ME THEY DID. Spoke to 2 reps then, nasty "*****" I explained what happened to me, then he made a statement as if I never mentioned this.. regarding my payment that I made. STUPID.Now I have NO coverage. Reps say they've recently changed ************ want entire premium up front. WHAT? I can't afford to pay entire policy up front!! That is why I pay it monthly.A customer of many years & THIS is how I am treated?!! A disabled person, and THIS is how AAA treats a loyal customer of many years? Are you kidding??I've paid AAA THOUSANDS over the years, and THIS IS how they show loyalty. I will spread this treatment on social media if this is not remedied ASAP. I want executive relations from the CORPORATE office to contact me; corporate office housing AAA's CEO.I am uploading a screenshot of my emails, proving I've communicated with AAA. Sent them an email 10/4 asking why they cancelled me when I paid my premium; no reply, so I thought all was good. And it wasn't. And now they are doing NOTHING whatsoever to remedy this situation. They are shameful.

  Business Response

  Date: 12/13/2023

   

  Our records indicate your prior AAA auto insurance policy was scheduled to renew effective September 14, 2023. We mailed your renewal offer on August 4, 2023. The renewal offer included a billing statement to inform you that your first payment was due on September 14, 2023. On September 21, 2023, we mailed a Notice of Expiration Due to Non-Payment of Premium letter, stating your policy expired effective September 14, 2023, but you were still able to renew your policy by providing the required minimum payment by October 3, 2023. Since we did not receive a payment, we mailed a Confirmation of Policy Expiration due to Non-Payment of Premium letter on October 3, 2023, which confirmed your policy expired effective September 14, 2023. This notification also stated you could still renew your policy with a lapse in coverage if you provided the required minimum payment. On November 14, 2023, you contacted our ************************ and our representative explained that your prior auto insurance policy could no longer be reinstated. Since your policy had been cancelled for more than ***************************************************************************************************************************************************** working with our agent, he explained we could start a new policy for you, however, our underwriting guidelines require the premium for the new policy be paid in full. For clarity, based on our current guidelines for new business auto policies, insured's must either pay the premium in full at the time of the application or provide a thirty percent down payment and enroll for automatic payments. Our agent recalls you then requested to speak with a Supervisor, and he transferred you as requested. Our records indicate Supervisor, ***************** also explained your prior policy could no longer be reinstated and a new policy would be required since your prior policy had been cancelled for more than 30 days. ********** recalls you then disconnected the call. Based on our review, we provided adequate notification a payment was required for your policy renewal. Regrettably, we cannot reinstate your prior policy, however, we can start a new auto insurance policy for you based on our current guidelines. If you have any questions, please contact *****************************, Insurance Manager, at ************.

   

  Customer Answer

  Date: 12/13/2023

  I paid what I thought was my premium, and I thought that I had until November when my policy was up for renewal because I was on a 10 month payment program. Turns out, you charged me early, but I paid it anyway, and then come to find out that was for my roadside assistance. When I inquired, I got no reply so I thought I was good to go. 

  Your company and every employee in it has snooted their nose at any of my concerns. S**** you.

  A reputable company that wishes to employ good customer service would have reinstated my unjustly canceled policy, not cancel me as did AAA. SHAME ON YOU.

  Furthermore, I don't give a C*** about *****************, he's following your inane protocol; heartless I'd say.

  To unjustly cancel a handicapped person's policy is DEPLORABLE. I never received ANY NOTIFICATION from any of your representatives, regardless of what your "records indicate." Your practice was simply a means for AAA to unjustly cancel a customer of many years so that you can increase my rate, in probably THE most difficult state to get insurance with. You should be **** well ashamed of yourselves.

  
  I used to get phone calls from your reps... that month, NOTHING. I was a good customer of **********************  for years, NEVER AGAIN after the way I was treated.

  You all can go scratch; I will be making your lack of customer service WELL KNOWN. The only thing I have left to add is, I will see to it that everyone I know that has insurance with you will change their companies.

  I should be surprised in the least at this HEARTLESS and unresponsive to my inquiry, response. 

  Business Response

  Date: 12/14/2023

  Our initial response included a detailed explanation of all policy handling and transactions.  Regrettably, we cannot reinstate your prior policy, however, we can start a new auto insurance policy for you based on our current guidelines. If you have any questions, we encourage you to please contact *****************************, Insurance Manager, at ************.
  

• Initial Complaint

  Date:11/10/2023

  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.

  Insurance company issues check, lost in the mail. Insurance company stops payment. Insurance company pays claim to a person that does not own car. Years later check comes in the mail. I ask for payment and show proof of check. Insurance company has not returned calls or email.

  Business Response

  Date: 01/02/2024

  The file notes indicate that our insured *********************, collided with a parked **** ***** Civic on February 16, 2017. The California vehicle registration listed ***************************** as the owner. The estimate was also prepared under ******** name and payment was issued to ***************************** in May of 2017. She physically picked up a check in our Orange County branch office and a copy of the cashed check confirms her signature on the reverse of the check. Our file has been closed for six years since the payment resolution. In November of 2023, you reached out to our claim office regarding a check that you found from 2017. It was the original check #*******, in which a stop pay was placed. ***************************** was identified as the registered owner, and therefore, payment was to be issued to her. The notes indicate you were notified of this stop pay by our staff and that you instructed Sherray to pick up a replacement check, payable to her. You described her as your girlfriend and the legal owner of the car. You advised you would work out the payment disposition for the vehicle repairs with her directly. We regret to inform you that our decision remains unchanged. The claim has been paid in full to the registered owner and any recovery in which you feel entitled, would need to be pursued against the owner at the time of loss.

• Initial Complaint

  Date:11/09/2023

  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 paid for an insurance policy with a down payment of $379.00 and $88.00 per month. O was not able to get the car fully registered so 2 months later I asked to be refunded and a guy named "*******" claimed he was only gonna be able to give me back $17.50. I am being ripped off I want my down payment prorated and returned to me.

  Business Response

  Date: 01/03/2024

  In follow up to your conversation with *************************, we are unable to accommodate your request to cancel your policy retroactively as, at the time the policy was written, you advised us that you had possession of the vehicle. In accordance with your request, we created a policy for you effective August 15, 2023, and provided you with coverage for yourself and the vehicle ** to the date in which the policy cancelled, November 6, 2023. Additionally, the application for this policy, signed by you on August 8, 2023, disclosed that coverage would be bound and that the policy would be short rated in the event that the policy was to be cancelled within the first year of the policys inception date. If you have any questions, please contact ****************** at **************.

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA of Southern California claims that I used up more than 4 service calls. I had a service call on 2/28 which resulted in two cars needing their batteries changed. They claim this is considered two separate service calls. There is absolutely no language in their membership guide or policies that state service calls are based on a per-vehicle basis. Their practices are unfair and deceptive. I would like them to waive the fee I was charged for an alleged 5th service call. Additionally, one of the cars mentioned above that needed to have a battery change eventually was relocated to ****** with a new owner. The battery in the car failed resulting in my husband calling AAA. They dispatched someone to triage the AAA-purchased battery and the car started up again. This happened on 6/27 and 8/30. On 8/31, a call was made to AAA. This time by the new owner. Because the new owner is not on our AAA plan, the driver that was dispatched would not process the call through AAA, and the new owner was billed for the call directly through the tow company. The representative ******** stated she would rather we cancel our membership of 17 years than try to credit us for a $100 wrongfully charged service call.

  Business Response

  Date: 01/03/2024

  On February 28, 2023, the Adult Associate, *****************, purchased two (2) AAA batteries and were deducted two (2) service calls for this service transaction for 2 different vehicles. On Page four (4) of our Member Guide under 'AAA *********************** indicates that each battery test and replacement service count as one (1) of your four (4) allowable service calls per Membership year and in this case incurred two (2) service calls deducted on ****'s membership card. In addition, **** requested requested three (3) additional battery service on the dates of June 27, 2023, August 26, 2023, and August 31, 2023, which incurred a $100.00 service call for any services past the four (4)allowable service calls per membership year.  Our Billing Supervisor, ********************* called you to review your complaint over the phone: we removed the secondary battery purchase and the three (3) battery services from your service history. In addition, we requested to credit back the $100.00 service call payment you paid on December 01, 2023 back to card. If you have any questions, please contact ********************* at ************.

  Exec Member Relations

• Initial Complaint

  Date:11/02/2023

  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.

  AAA ** Car insurance input the *** number of my second car (an inherited **** INCORRECTLY and instead of refunding me the money they owe me they are billing me for some kind of cancellation adjustment in the amount of ******. I am tired of calling this company (in CA). It is up to AAA to make sure information is correct. They should send copies of documents that can be verified, printed and signed; however they did not. AAA in ****** did send copies to me for verification, signature and return. They also entered the *** number correctly. Also, AAA CA asked for the form showing insurance in ****** however, did not give that information to DMV CA. Consequently I received a letter from DMV wanting to cancel my license. ********************** CA is horrible and should stick to towing service. Asking for refund of ********. Again, my complaint is with AAA California.

  Business Response

  Date: 09/28/2023

  Dear BBB,

  After review, we were unable to locate a California policy for ***************************. Contact attempts to her were unsuccessful. Based on the information provided this complaint does not appear to be related to a CSAA Insurance Group policy.  

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20655247
  
  I am rejecting this response because I was insured in Southern California.  My former address was *************************************************************************; 91790.   My Southern California policy number is CAA167631166:  Thank you for adjusting your records.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/05/2023

  Dear BBB,

  Contact was made with **************** yesterday. Her complaint is not with CSAA. Please redirect the complaint to the correct company. AAA ********* of ******* California for review and response. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20655247
  
  I am rejecting this response because I already told you that you (BBB) have contacted the wrong AAA office.  My complaint is with SOUTHERN CALIFORNIA  AAA office.  Please re-read my comments from October 4th.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/06/2023

  Please accept our apologies for any frustration you experienced when contacting us regarding your policy. In response to your inquiry, we attempted to contact you; however, we have been unsuccessful. As your concerns are important to us, we want to take the opportunity to personally address them with you. At your earliest convenience, please contact *************************, at **************.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 10, 2023 my husband and I visited the AAA office to make travel arrangements. We spoke with agent ***** and made reservations for a trip in April **** (Res#********). While deciding on payment options, (since we were advised the trip had to be paid in full to get the special rate), the agent ***** stated their AAA **** card had a 6 month interest free promotion available. With that being said I applied for the credit and was advised by ************ was approved.The application process was done via her laptop and had not received any paperwork regarding the application.Approximately a week later I received information from AAA**** about the benefits of the card but no information about the promotional rate.I called the bank (AAA ****) and was advised to call our agent, because their records showed the card issued was for a revolving interest rate.In addition, I called Pleasant Holidays the booking agency AAA used thinking possibly they may be able to resolve the problem, I was advised they could not.I then called the agent, she gave me a number she said was the direct line to the bank and when I said that number was the same one I just called, she replied I needed to ask for finance.I recalled the bank, asked for finance, which meant nothing, then spoke with a supervisor who reiterated I had a revolving interest rate and there was no promotional rate offered. The supervisor suggested I call the AAA travel agent back and advise her they did not offer that special rate.I called the agent and told her what I was advised, there was no six month interest free rate available. She stated she would tell her supervisor and would call back. As of today I havent received a call back.I am currently trying to pay as much as possible to avoid paying the interest rate charges.

  Business Response

  Date: 12/06/2023

  Branch Manager, ***********************, spoke with you regarding your concerns about your experience when making your reservation in the *********** Branch. To help ensure your satisfaction moving forward, shell work alongside your new Travel Advisor regarding your upcoming trip to ******. If you have any questions, please contact ***********************, at **************.

   

  Customer Answer

  Date: 12/06/2023

  
  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:10/31/2023

  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.

  For the past nine years, we have consistently paid for our roadside assistance services on time. Unfortunately, on three occasions when we needed their help, we were left stranded, feeling as if we were abandoned to fend for ourselves. This occurred despite confirming that we were not in a safe location.The first incident occurred on February 21, 2018, when we were mugged. During that time, AAA required us to use our home insurance because they dispatched the wrong tow company from ***********, even though we were in *******.The second incident took place on September 26, 2023. We were stranded for an entire night in ********** because no one was available to assist us, as they did not provide overnight service.Today, on October 30, 2023, I experienced another disappointing incident. I was mistreated by the tow truck company, and the agent I initially interacted with refused to provide their name. However, I did receive assistance from **** (Agent # Y168), who went above and beyond to help me. Regrettably, it was already too late by the time he was able to arrange for a new tow truck.I feel that AAA has not been honest with its customers, and it appears they may engage in false advertising. I have been a loyal customer for many years, and it's disheartening to be treated in such a manner."

  Business Response

  Date: 12/13/2023

  We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. The necessary corrective actions have taken place with our staff and contracted service providers alike, to avoid a recurrence of this nature in the future. In regard to your service experience in 2018, it was found that our staff addressed your concerns by referring you to insurance to seek restitution of your stolen property along with ensuring you had filed a police report. If you have any questions, please contact, *************************************, at **************.