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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Automobile Club of Southern California

  PO Box 25001 Santa Ana, CA 92799-5001

• 

  Automobile Club of Southern California

  569 Telegraph Canyon Rd Chula Vista, CA 91910

• 

  Automobile Club of Southern California

  800 La Terraza Blvd #200 Escondido, CA 92025

• 

  Automobile Club of Southern California

  4973 Clairemont Dr #C San Diego, CA 92117

• 

  Automobile Club of Southern California

  12630 Sabre Springs Pkwy #301 San Diego, CA 92128

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:06/26/2023

  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 June 5th 2023 my husband and I were stranded on *************** at rush hour with a flat tire. We called the auto club, told it would be 20 minutes. We have been members for 15 years and have used the auto club twice, this would be the third time. After 30 minutes we called back told it would be 10 minutes. Twenty minutes later we called back told it would be another 10 minutes. After 30 minutes we called back and were told it would be 30 minutes. My husband who is in poor health became upset. I called a tow company who showed ** in 12 minutes. When I returned home a emailed the auto club that I was cancelling my membership. No return response. My membership which was renewing on June 9th and was paid for I wanted cancelled and a refund. I called AAA on June 9th cancelled my membership and asked when I would be refunded, I was told ***** hours. I have called AAA 3 times requesting my refund of $144.00 and I receive nothing. Now I want to be refunded the $144.00 for the cancelled membership and a refund of $104.00 for the cost of the private tow call. A total of $204.00

  Business Response

  Date: 08/04/2023

  Our mission is to provide accurate updates and timely service to our members in need of roadside assistance. As to avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service providers alike of the importance of this mission, along with ensuring our members are provided with alternate service options should there be a delay or service unavailability. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. As of this writing, it is with regret to know that you canceled and received a reimbursement of your membership, along with declining our attempts to retain you as a member. Regarding your out-of-pocket expense, please find enclosed a reimbursement of *************** fees paid in the amount of $103.50. If you have any questions, please contact, *****************************, at **************.

  Customer Answer

  Date: 08/04/2023

  
  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.  We have received the refund for 2023-year dues and our membership cancelled.  We have not received the reimbursement for the out-of-pocket expense.  After reading several comments regarding service with AAA we do not wish to remain a member.  

  Thank you

  ***************************
  
   

  
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The AAA technician that was dispatched to jump start my Infiniti G35 car, damaged my cars ECU by disconnecting the battery while the car was ON.Once he disconnected the battery while the car was on, the cars RPMs started accelerating up to 2 and back to 0 over and over until I turned it off. When I tried to turn it back on, it was dead again. He connected the battery again and had to jump start again and told me to drive it a bit. Did that. Drove it around and shut it off after a while, then I tried to drive it again and cars battery was completely DEAD. On my initial call to AAA my car battery was fine, just needed a regular jump because I left a light on. Nothing serious because my car was still unlocking and showing me some dashboard lights. 2nd jumpstart AAA did, I tried to drive it down the street and the car was not responding like it should when pushing the gas pedal to go, then my headlights started going on and off, my dashboard started flickering and felt like the car was struggling to stay on. Drove it for 20 minutes, got home turned it off and tried to turn it on and it did not turn back on, not a single light on the dash. Do not let any technician unplug your battery while your car is on, EVER! My car is damaged! AAA needs to make this right.

  Business Response

  Date: 05/31/2023

  This Review is for member in ************, **, club 004 ACE - S. California- *******, neither the service request nor the member account is through ******** OAC. Please forward to ************, **, club 004 ACE - S. California- ******* for resolution at ************.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car is stuck behind another car and has been since Thursday afternoon. I called AAA but they refused to help me.

  Business Response

  Date: 08/04/2023

  Based on our review, we found that you were erroneously declined service and a service provider should have been dispatched to assess if your vehicle could be placed into reverse and offer you a tow if they were unable to solve the problem on the roadside. Be assured that we have reviewed this matter with all parties involved, to avoid a recurrence of this nature in the future. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. As such and as a gesture of goodwill, we will be upgrading your membership to Premier for your current membership term through 3-13-2024. Additionally, should you have incurred an out-of-pocket expense because of seeking your own means of assistance, please contact *****************************, at ************** for reimbursement review.
  
   

  Customer Answer

  Date: 08/04/2023

  
  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:06/06/2023

  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.

  My car had a warning ?? light and was unsafe to drive. Unfortunately, the closest authorized dealership for warranty work is almost 2 hours away. So I call AAA roadside and explained my situation in detail. The employee informed me not only could they schedule a tow to the dealership, I could use another claim from my Membership and get it back. Now my car is ready and AAA said I was misinformed by that employee. That should not be my problem. Now I have no way of getting my car.

  Business Response

  Date: 07/05/2023

  Based on our review, we found that you were later correctly informed that your membership does not cover towing of a vehicle once it has been repaired, such tows are considered Convenience tows and not covered under emergency roadside service, please refer to your Member Guide on page 6 under Service Limitations. Although the follow-up service that you requested is not covered under membership, we understand the frustration and inconvenience that you experienced. We have reviewed this matter with the telephone representative involved to avoid a recurrence of this nature in the future. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. As such, we will be providing you with a 1-year complimentary membership for the inconvenience that you experienced as a gesture of goodwill. If you have any questions, please contact *****************************, at **************.

   

  Business Response

  Date: 08/09/2023

  You were correctly informed that your membership does not cover towing of a vehicle once it has been repaired, such tows are considered Convenience tows and not covered under emergency roadside service, please refer to your Member Guide on page 6 under Service Limitations. Although the follow-up service that you requested is not covered under membership, we understand the frustration and inconvenience that you experienced. Therefore we offered a complimentary one-year membership renewal. If you have any questions, please contact ************************* at ************.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been with AAA for almost 10 years now. I never had no Send damage claim. I live in Palm Springs which is in the Coachella valley. We had some storms like every week here the first time I go for Send damage claim they deny me they sent some person from the state of California look at my car and they’re trying to say it’s normal wear and tear. I did not file my claim earlier because I did not have the money to these hard times that we’re going through all I asked his help for my Send damage on my car as I try to take care of the stuff that I have I work too hard to pay for insurance. It will not cover my car first Send damage claim in 10 years I talked with the department of insurance. I have not gotten a response out of them. I need help with this matter. If I had money to go get a lawyer, I would take them to court.

  Business Response

  Date: 06/26/2023

  An inspection of your vehicle was conducted by automotive engineer, **** ******. Mr. ****** revealed that there was no evidence of abnormal directional or massive pitting patterns on the side or front panels that are indicative from a single sandstorm event. The impressions on the vehicle are consistent with everyday driving in a desert environment.  The cumulative pitting is due to regular wear and tear which is not covered under the automobile policy. 

   

  At this time, I would like to direct you to your Member’s Automobile Policy Part III – Physical Damage.

   

  WHAT IS NOT COVERED – EXCLUSIONS – PART III

  Under PART III, this policy does not apply:

   

  (d) to loss due and confined to wear and tear, deterioration or depreciation, freezing, mechanicalor electrical breakdown or failure;

   

  We are sorry for the inconvenience the incident and claim may have caused you. We appreciate the time you took to share your concerns in this matter, and we are hopeful this provides clarity. We thank you for your year of Membership and Insurance with AAA. Should you have any new information or would like to discuss the matter further, please contact Claims Manager ****** ******* at ###-###-####

• Initial Complaint

  Date:06/05/2023

  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 insurance I was involved in a collision on April 8th, 2023. I received an automated text message and email after filing a claim. I was assigned ************** Representative **************************However, she has not once tried to initiate contact, even to let me know that their investigation was finished. When I was contacted by the other party's insurance, State Farm, they let me know that they have been leaving her messages but she has been refusing to call them back.I have tried to contact her manager, ***************************, who also never contacted me despite my leaving several messages on his phone. It was only I called ***********************, ********************** supervisor, that he called me back and told me he would send me the relevant reports, but they cannot take this case to arbitration court as insurances companies do, since he is not a lawyer. He has since then ignoring my calls and messages and never sent me any of the files.I would like them to send me the relevant reports, including the police report and their claims investigation report. Secondly, I would like to file a complaint against **************************** and Mr. ****************************

  Business Response

  Date: 07/05/2023

  ***************************, Claims Manager, contacted you to discuss your concerns. As requested, we have provided you with a copy of the police report. Unfortunately, we are not able to provide you with a copy of our claim file which is our work product. We apologize if we did not respond in a timely manner or provide clear expectations of the disputed loss of the two operators and the position of each carrier. If you have any questions, please contact Claims Manager *************************** at **************.

• Initial Complaint

  Date:05/30/2023

  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 called in a tow request at 5:45pm on Friday, May 12th and was repeatedly lied to by AAA staff and supervisors for 5 hours. My tow arrived 5 hours later at 10:45pm. As a result, I missed the retirement party of a beloved family member. On the following Monday, May 15th, I called in advance to schedule a tow to my mechanic on Tuesday, May 16th. The AAA representative asked me for a 1 hour window to have the car towed. I gave 8am-9am. I also specified to have a flatbed tow truck tow the vehicle since it is a collector car. I was repeatedly told lied to again about the **** At around 9:10am a non-flatbed truck arrived. I called back and a supervisor argued with me over the ability of the non-flatbed truck to tow my car. Finally, at roughly 10am, a flatbed truck arrived and driver was very surprised that a non-flatbed truck was dispatched previously. I was over an hour late to work. I called AAA back to file a complaint and was told that I would be contacted. I have not been contacted since.

  Business Response

  Date: 07/05/2023

  
  Appropriate corrective actions have taken place with our staff and contracted service provider alike. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience.  As such, these two service calls were credited back to your allotted service calls for the current membership usage period, as a gesture of goodwill for the inconvenience that you experienced when in need of roadside service. If you have any questions, please contact **************************************, at **************.
  
   

• Initial Complaint

  Date:05/22/2023

  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.

  I am a member of ****** AAA Roadside Assistance. I locked my car keys in my trunk by mistake so I called them at 7:52pm Saturday May 20, 2023 to request lockout service. Initially they sent a dispatch to a local tow company. After more than 2 hours waiting I called back. AAA said that the company that was dispatched closed at 7pm. They never sent another tow truck. I called again and they finally realized the tow closed at 7pm. So they "re-routed" another tow. It never came. I waited until 12am then just called a local tow. He came in 10 minutes and was able to open the door lock which allowed me to open the trunk and get my keys. Cost me $45. On sunday I saw a text message from AAA that said the eta for a tow truck was 5AM in the morning! They expected me to wait more than 9 hours?????!!!! AAA roadside used to be very good. Now it ***** badly. I want AAA to pay for the $45 I had to pay a third party (**************** ********************************************************) I have credit card proof of charge. Otherwise, I want a complete refund of my AAA membership dues that I paid.

• Initial Complaint

  Date:05/16/2023

  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.

  My family has been AAA member for 31 years. A couple months ago, in February, I moved and signed up for auto insurance and also renters insurance. My membership was supposed to expire in October, but they kicked me off and now are saying I am supposed to pay for a new membership.Im not impressed with the customer service of ********************** as far as renters or home insurance. In the future I think I will just stick to a membership, for possible towing needs and thats it. Going somewhere else *************** and home insurance.Also, just found out that my father, whose health was severely compromised, was kicked out of AAA in ******* during COVID, for not wearing a mask. Unfortunately he passed away a few months later (not from COVID). (He was the one who had had AAA for 31 years)Im asking for a refund for renters and auto insurance.

  Business Response

  Date: 05/30/2023

  You were previously listed as the adult associate on ******************************* Emergency Roadside Assistance Membership. An online request was submitted on 2-27-2023 requesting to removed you from *****'s membership and place you on your own Emergency Roadside Assistance Membership. Although *****'s membership has an expiration date of 10-29-2023, your membership is considered a new membership with an expiration date of 2-27-2024 and requires a separate payment. Regrettably, a payment for your membership was not received and your membership was cancelled on 4-28-2023. You worked with our sales agent to start new auto and renter's insurance policies. Our agent reviewed the coverages, the annual premiums, the payment options, and disclosed the short rate cancellation fee that would be assessed if you were to cancel your auto insurance policy within the first year. In agreement with the terms and conditions of the policies, you authorized a $92 down payment for your auto insurance and a $90 payment for your renter's insurance, then electronically signed your insurance applications to start your policies effective 2-23-2023. On 5-15-2023, your auto insurance policy was cancelled because we did not receive the required monthly payment due. Additionally, you contacted our *********************** the same day, and requested to cancel your renter's insurance policy effective 5-16-2023. Your auto insurance has a remaining balance of $190.47. Your renters policy refund was mailed to you on 5-18-2023. You were eligible to reinstate your Emergency Roadside Assistance Membership prior to 5-27-2023,and your auto and renter's insurance policies can be reinstated prior to 6-14-2023.For assistance with a reinstatement or to clear the remaining balance on your auto insurance policy, please contact our *********************** at *************. If you should have any questions, please contact ************************* at ************.

• Initial Complaint

  Date:05/12/2023

  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.

  I have received a letter from *************************** *********) to the effect that I owe $73.00 to Automobile club.This is not correct. In August 2022 I applied for insurance for an apartment I was going to rent. However, since the apartment was rented out I had to cancel the policy in less than an hour. About a week later I discovered that the agent had not cancelled the policy for reasons none of which made sense. However, he apologized and cancelled the policy.Moreover, the policy was never enforced since I bought it in August to begin some time in September. And it was cancelled before it started.

  Business Response

  Date: 05/12/2023

  This Review is for member in *********, ** club 004 - ACE - S. California, neither the service request nor the member account is through ******** OAC. Please forward to *********, ** club 004 - ACE - S. California for resolution at ************

  Business Response

  Date: 05/17/2023

  This renter policy was to become effective 9-01-2022 and a premium payment of $73 was collected. Prior to the start of the policy, you alerted the sales agent on 8-11-2022, to cancel this policy. This request was completed, and a refund check for $73.00 was generated and mailed out to ***********************************************. On 8-19-2022, an updated request was made to place a stop pay on the original refund check due to an address correction.Once the stop pay was completed, a new refund check was issued on 8-22-2022, to the new address of ************************************************************. Our records show this check was cashed on 8-30-2022. A dispute of the original payment of $73.00 was received from your banking on 8-24-2022, and this was honored and credited back to your card used for payment. Based on these transactions, you have been unjustly enriched by receiving two credits of $73.00, one by check and one directly back to the card used for payment. This resulted in a balance due of $73.00 which was forwarded to our outside collection vendor AWA *********** for further collection efforts. The Exchange is asking for you to repay the $73.00 which will correct the amount due to zero. We hope that this explanation better explains the balance due is for duplicated refund credits. Please contact ****** *****************************, the *********** Supervisor, at ************ if you have further questions.