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

  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:05/04/2023

  Type:Billing 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.

  Hello, I have had fraud on my AAA account since May 2022. I found out there was fraud in Jan 2023 when I called to use a tow and was told I didn't have any. The AAA agent said to wait till my membership renewed in April 2023 for more tows. This was concerning as I specified there was fraud on my account and I didn't call for tows nor fuel services. I have repeatedly called AAA for answers and have been told someone will research my account and get back to me. In March 2023, my account was hacked again with someone upgrading my membership. Called AAA again and they said they would get back to me. As of today, someone used a fuel service and changed the name of the adult associate on my account. I called ********************** again seeking a resolution, either to cancel my membership and get a new one with a new account number or for them to keep my account safe. Again, was told that someone will get back to me. This has been a drawn out process. AAA is not verifying onsite who is asking for the service (i.e. asking for DL and membership card). When asked if I can cancel my membership so I can get a new account number, I was told there would be a waiting period. I've been a member for 14 years. I need help rectifying this situation and keeping my account safe because ********************** is negligent in doing so.

  Business Response

  Date: 05/30/2023

  We express our sincerest apologies for the frustration and any difficulty that you have experienced with your membership services. Please know that we take these matters seriously and are thoroughly reviewing your case. As a follow up to your telephone conversation with *************************, the roadside services requested during the membership period of April 10, 2023, to April 10, ****, have been removed from your records and will not count as completed service calls on your membership. If you have any questions, please contact ************************* at **************.

  Customer Answer

  Date: 06/03/2023

  
  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,
  
  Anatashia *****
  
   
  

• Initial Complaint

  Date:04/26/2023

  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've been a "valued" member of AAA for 18 years and have paid for the Premier plan, which was supposed to cover towing within a 200-mile radius. Unfortunately, I recently learned that this was a false sense of security for me as AAA doesn't hold up their end of the contract when it comes time to ask for the service. About 118 miles away from home I had two tires blow out on the freeway on my 2023 Tesla. I called AAA to tow me and my vehicle home as it should have been covered. They supposedly were unable to find a provider for me and advised me to continue to sit on the side of the road. After several hours, I finally took shelter in a nearby Hotel due to AAA not being of assistance. To add insult to injury they did indicate that if they were able to find a tow home for me that my 7.5 pound maltipoo puppy dog would have to ride alone in the towed car. Their lack of service is a violation of the terms and conditions of the agreement that Ive paid for over the last **************************************************************** and I was back on the road, after bearing the expenses of a hotel and food. When getting my vehicle towed by another provider, I learned from him how AAA works. I learned that they will just let you sit there while they try to low-ball tow companies who continue to decline the service as they dont want to work for a low amount of money. In the event that they do find a cut rate tow person, it is probably someone you dont want towing your car as there is a reason they are doing it at a small fraction of the cost that other providers have quoted. AAA gave me a false sense of security and is not a company that I wish to do business with any longer, as I learned how unethical they are for their members. I would like reimbursement for my hotel room and a refund for the past 18 years of service for my premier membership, as they breached their contract for the tow services that they are supposed to provide to me.

  Business Response

  Date: 05/19/2023

  We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. As such and a gesture of goodwill, we are sending you a reimbursement for your out-of-pocket hotel expense. If you have any questions, please to contact *****************************, at **************.

  Customer Answer

  Date: 06/02/2023

  AAA has failed to accept responsibility for their actions and my damages are much more than just a hotel expense. 

  Business Response

  Date: 06/05/2023

  Again, we extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. As such and a gesture of goodwill, we are sending you a reimbursement for your out-of-pocket hotel expense. We encourage you to please to contact *****************************, at ************** with any further questions or concerns.

  Customer Answer

  Date: 06/06/2023

  I do not accept the response as the gesture of goodwill doesn't cover all of my expenses. I will pursue Small Claims action against AAA.

   

   

• Initial Complaint

  Date:04/18/2023

  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.

  On Sunday, April 16, 2023 at 7:30 pm, my motorcycle broke down at a ******* station in ******, **. The tire would not hold air because of a leaky valve. I have Premier RV/Motorcycle towing with AAA and called them so that they could provide a tow service. They found a tow but the tow service contacted me app and said they do not provide service in the area that AAA was sending them. Then I tried to contact AAA to get a new tow but was on hold for at least 30 minutes before I hung up. Then I called a friend who also has AAA and they started to help me. I proceeded to have another tow drive by the road and not come into the station. Then another tow was provided but the tow service said they did not have any drivers. I kept trying to get through to AAA to no avail, constantly on hold. My friend finally got through and told them that I was a single female standing outside by my motorcycle for 3 hours waiting and i was not safe. Finally after another 30 minutes, a tow truck showed up and said it was the first time he had been contacted that evening. I waited 3.5 hours outside at a gas station in a not very safe part of ***********. I could not get through to AAA, I was consistently on hold. Luckily, I had a cell phone charger with me, or my phone battery would not have lasted. I also tried their online app and that did not work. I basically was stranded for 3. 5 hours, on hold with AAA. They never called me back and the tow services never contacted me directly. It was only after my friend was screaming with a supervisor that something happened. I rarely use my AAA, it is used for emergencies. But their inability to provide service is not acceptable. They told me I could have called a private tow, but I was not in an area where I know local towing services and it was a Sunday night. This is unacceptable and they have to improve their phone services for emergencies. **** said I could call 911, but this is abuse of 911. Luckily I was not stranded on thefreeway

  Business Response

  Date: 05/12/2023

  We would like to extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. As such and as a gesture of goodwill, we will be providing you with a 1-year complimentary membership on your next membership renewal for the inconvenience that you experienced when in need of roadside service.  If you have any questions, please contact ***************************, at **************.

  Customer Answer

  Date: 05/12/2023

  
  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.  AAA spoke with me directly and addressed my concerns.  THank you for your assistance with this matter.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/13/2023

  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.

  We file a claim with AAA on 04/04/03 claim # ********* due to motor vehicle accident we called AAA and they send a tow truck but the car was towed to an authorized lot that ended up being an illegal location, AAA told me unfortunately they wont pay the fee to relase the car since is not an authorizedlocation, but the facf is that AAA truck was the one that took it to that locationin the first place. The lot is charging $3700 and fees increasing by the day. AAA refuse to pay and send me and my daughter to go to the lot and call the police, The place was unsafe and we ended up calling the police as an emergency. They came and they will open an investigation but they told us AAA is liable for the car since they are the ones that took possession and brought it to this place. Nobody is taking care of this situation and I want resolution to this issue

  Business Response

  Date: 04/27/2023

  Our claim file reflects your vehicle was removed from the involved shop on 4-19-2023 and all of your out-of-pocket expenses have been reimbursed. Our total loss department has contacted you to resolve the settlement of the actual cash value of your vehicle. The valuation of your vehicle has been offered. If you have any questions, please contact Claims Manager ********************* at **************.

• Initial Complaint

  Date:04/13/2023

  Type:Customer Service 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.

  We had a claims adjuster named *************************** who was a misconducting adjuster from AAA in ********. She denied our claim for a mistake I made when I was drowsy and having many things I had to worry about. I accidentally said that I was working and delivering food at the time of the mistake which was not correct. ******, also interrogated me and threatening and claimed that she was recording my statements even though she did not inform me that I was being recorded which is illegal in California and is a violation of California Law CPC 632 that both parties must express consent for recordings which she did not comply too. I refused to be recorded but she insists on recording me. I discussed with her the following actions and behaviors she was doing was inappropriate but she continued to give me a run around to call another claims adjuster who she claimed looked at the case but he gave me the run around as well and continued to deny my case even though the opposing party was at fault for the accident but not me. We are policyholders with AAA, instead she was rude and did not get back to us in a timely manner claiming that she had a funeral for a grandparent and the other time she said she was about to leave for the day, she did not protect our interests as policyholders and continued to lie about saying that she did not record me after today's phone call even though at the time she said the conversation is being recorded. She gave us the round around and gave us a false number to her supervisor in which no one answered the phone call. She also did not let me to speak to another adjuster at the time I asked for it. When I asked for her substitute supervisor she also ignored and neglected and wouldn't give us the contact info. even though her main supervisor is off until March 20th. She also claimed that another adjuster was listening in on the conversation between me and her "eavesdropping" which I never gave consent too. I want to ask that we switch adjusters.

  Business Response

  Date: 03/24/2023

  This is not a matter for teh Automobile Club of Southern California (ACSC) to address. This is not in our service area and we do not have an adjuster as named in the complaint. Please re-direct to the correct AAA club for review and response 

  Business Response

  Date: 04/21/2023

  This does not appear to be a matter for the Automobile Club of Southern California to address. We do not have an adjuster as named in the complaint. Please re-direct to the correct AAA club for review and response.

• Initial Complaint

  Date:04/12/2023

  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 am filing a complaint against an AAA service provider for providing faulty service on April 6, 2023, which left me stranded in a restaurant parking lot in ** with a dead battery in my 2016 Tesla Model ** *** service provider arrived but seemed unprepared and untrained, and when he attempted to poke around my car, it shut down completely, leaving me with no power. Despite my attempts to work with him, he could not replace the battery or keep it charged so that it could be towed, and instead recommended that I ask for a tow, which arrived an hour later.*** tow truck driver was not interested to help. He said he can't put a dolly or do anything since the car has no power. He said the only option is to drag it, which could have caused damage. I knew that time that he just wants to get out and didn't want to help. Hence he left me stranded.So in a last and desperate attempt, I tried to call AAA but the same guy who tried to charge the battery came back and still could not provide the service required. I was left stranded in the parking lot for hours and was forced to call Tesla Roadside assistance, which charged me $350 to take my car to a service station 9 miles away.I feel that AAA service providers either don't want to do the job, don't know what they are doing, or just want to get paid without providing the service, and this is not fair to AAA members like me. I am looking to get my towing service reimbursed and compensated for the time loss and undue stress. Additionally, I hope to get my service credits back, as they were consumed during this experience.This experience has left me frustrated and disappointed after being a loyal AAA member for 12 years. I hope that AAA will take appropriate action against this service provider and ensure that they provide quality service to their members.

  Business Response

  Date: 05/12/2023

  We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying service experience. We have reviewed the matter with our contracted service provider involved and reminded them of the importance of our mission, along with ensuring alternate service options are provided should there be a delay or service unavailability. Be assured that the appropriate corrective actions have taken place. As such, we are sending you a check that represents the tow fees you incurred on 4-06-2023. If you have any questions, please contact ***************************** at **************.

  Exec Member Relations

  Customer Answer

  Date: 06/27/2023

  
  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:04/12/2023

  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 have received a letter dated 03/13/2023 from AAA homeowners insurance and an identical letter dated 03/27/2023 requesting a complete home inspection of my residence by me doing a virtual inspection myself. I have informed AAA that the average rate for complete home inspections in this area is $300 and I would do the complete virtual inspection for the sum of $250, which they ignored. On 01/28/2023 my wife contacted AAA about the letter dated 03/27/2023 as requested in the letter. In the letter it states "Unfortunately, without this inspection we may be unable to accurately rate your insurance coverage in the future". As stated previously I am willing to do the complete virtual inspection for $250 and AAA has ignored that request without any response. I do not feel that I should have to spend my time doing a complete virtual inspection of my residence for free and AAA refuses to send a representative to preform this inspection or contract a local home inspector to complete this. As additional information, I have never filed a claim with AAA Home Owners Insurance for any type of damage or problems, so this should classified as simple harassment for no reason.

  Business Response

  Date: 05/08/2023

  We are unable to enter our response via your web portal. We request you enter the comments below and close the complaint as resolved:

  We completed a detailed review of your policy file.  With respect to the inspection process for all insureds, we periodically inspect the homes that we insure to assist our insureds with their duty to maintain an adequate amount of insurance.  Any changes resulting from such an inspection will be used to adjust the Coverage A (dwelling) amount to assure that the property is insured for its total replacement cost value.  The Coverage A limit represents the estimated amount of money that the Exchange currently considers adequate to rebuild your home in the event of a total loss.  In addition, this process helps us ensure that your dwelling meets our underwriting guidelines. Underwriting Manager, ****** ******* contacted you to personally address your concerns.  As explained by ******, we offer a self-guided virtual inspection which you can complete yourself. We are unable to accommodate your request for monetary compensation for the completion of the virtual inspection. We look forward to your reconsideration of the option offered by ******, and look forward to continuing to provide for your important insurance needs. If you have any other questions, please feel free to contact ****** *******, at ************, or ******* ****** at ************.

  Customer Answer

  Date: 05/15/2023

  I will find a different insurance provider.

  Business Response

  Date: 05/16/2023

  Again,  our inspection process helps us ensure that your dwelling meets our underwriting guidelines. Underwriting Manager, ****** ******* contacted you to personally address your concerns.  As explained by ******, we offer a self-guided virtual inspection which you can complete yourself. We are unable to accommodate your request for monetary compensation for the completion of the virtual inspection. We look forward to your reconsideration of the option offered by ******, and look forward to continuing to provide for your important insurance needs. If you have any other questions, please feel free to contact ****** *******, at ************, or ******* ****** at ************.

  Customer Answer

  Date: 05/17/2023

  No thanks.

• Initial Complaint

  Date:04/10/2023

  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.

  On 04/09/2023 at 6:40 pm I called AAA for a tow, I was told my *** was 7:30pm. At 7:30 I called back, no answer, at that time I received a text that my *** was 11:30pm. I was in a dark place by myself. I started a chat after waiting on the phone for one hour and the person in the chat said the *** remains 4 hours after 1 hour wait so total of 5 hours. I had no access to a restroom, or food, but above all my safety was in danger. I called another local towing service paid $160.00 out of packet but the tow truck was there in 15 minutes. I am very disappointed with the service.

  Business Response

  Date: 05/12/2023

  We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. At your earliest convenience, please submit your out-of-pocket receipt for commercial service to *************************************, at ************************************************ for reimbursement review. If you have any questions, please contact ****************** at **************.

  Exec Member Relations

• Initial Complaint

  Date:04/08/2023

  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.

  I purchased batteries for my 2007 Chevrolet **** pick up in 2021. There is a 3 year replacement warranty on the batteries. The have been defective for 3 months. I have tried get the ********* to come out and replace them. Last night the battery tech came out identified them as bad and left and closed the ticket. I called AAA spoke with a representative and she never opened a ticket . I called again this morning and tried to open another ticket.What I would like is somebody within AAA to take ownership of this issue and get my batteries replaced.

• Initial Complaint

  Date:03/31/2023

  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.

  Jan 19 2023 AAA roadside send a tow truck to take my car from the side of the road in *****, ** to a repair facility. Driver did not secure my vehicle to truck properly and caused damage. Vehicle has more damage than AAA roadside is willing to deal with and I have been told twice now by AAA members , last one being ********* that sorry the driver we sent out damaged your vehicle but your on your own now we cannot help you.