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Business Profile

Insurance Companies

Automobile Club of Southern California

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Automobile Club of Southern California's headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 473 total complaints in the last 3 years.
    • 138 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Broker who signed me up for automobile insurance never stated there was a cancelation fee. I went to add and remove a previous vehicle and add a new one and they said they would have to charge me for the difference in miles from used to new.. The major issue I have aside from the 95 dollar fee, is that I used my previous vehicle to move across country. Those are absolutely abnormal average miles. I work in the car business and have had about 10 new cars over the past 8 years. I've never heard of this. What a terrible company.

      Business Response

      Date: 04/04/2023

      Response explains the application that was electronically signed disclosed the applicable short rate cancellation fee that would be assessed if you cancelled the policy within the first year. We provided coverage from 12-11-2022 to 2-04-2023 and the earned premium and short rate cancellation fee were assessed. Based on our review, the short rate fee was adequately disclosed and is applicable to your cancellation. We are unable to waive the fee as you have requested. If you have any questions, please contact ************************* at ************.

    • Initial Complaint

      Date:03/05/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      10/31/2022: I paid $1839 Renewal paid for year for two vehicles 2007 ***** Accord ($766) and 2019 ***** Insight ($1332).11/28/2022: I transferred to relative and removed Accord from Policy and was informed I would need to pay $244 additional for Insight due to loss of multi-car discount.12/24/2022: I paid additional $244 to AAA for increased Insight rate.I never received the annual premium I paid to cover the 2007 Accord ($766) even though I removed the vehicle from the policy in less than one month and paid the $244 additional to cover the Insight due to the loss of multi-car discount.11/20221/12/2023 Four calls to customer service, one of which involved customer service actually talking to billing and accounting, were of no help. I was told no one had any ideawhy the money was not refunded to me - thats just the way insurance works.

    • Initial Complaint

      Date:03/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 March 4, 2023, my car broke down on ************* Avenue between ********* and Vista. It took 5 or more hours to get help. I have a disability and was left with no medication, water, food and no assistance to get to a restroom.AAA failed to provide the correct location to ********'s Towing who did not come to assist me as they said I was in the wrong jurisdiction. They blamed me for not having the correct jurisdiction. AAA then sent out ******'s Towing who refused me service due to an issue that is outside the scope of this complaint. However, ******'s Towing drove by me, slowly, and did not stop to help me. The call was then routed to NW Towing. The service was going fine until the Towing person began to question whether I was entitled to a new battery and questioned my membership. I was asked to provide identification twice. He used my phone to speak to ****** Services twice who told him, I could get a battery and owed him no money and had a warranty. He disagreed and would not allow me to leave without paying money. I did not feel free to leave.During the 5+ hour wait, I had a troubling conversation with a supervisor who called herself "*****." She accused me of "making assumptions" and calling her a racial slur. She accused me of "playing the race card" as to my issues with ******'s Towing. She was condescending, insulting and rude. She said she was calling the "Sheriff" as I had trouble breathing without my inhaler for asthma. The Sheriff never showed up. She had zero empathy for my experiences with ******'s towing and the fact that I had been on the side of the road for HOURS with no help.As a member for ***** years I am appalled at this level of service, especially with a member who has physical disabilities. It's unacceptable. I want my membership fee refunded. I did not pay to be called a "race baiter." AAA does not care about its customers or Social Justice.

      Business Response

      Date: 04/21/2023

      The ********* does not tolerate any form of discrimination towards our members, staff, and service providers alike. Although we were unable to confirm any such behavior from our staff or service providers in this instance, we have reminded our staff of our mission and our goals and have encouraged them to ensure that our members are provided with alternate service options and safety procedures in the event of a delay or service unavailability. We extend our sincerest apologies to you for our inability to provide you with a totally satisfying member experience. As such, and as a gesture of goodwill, we are sending you a reimbursement of your membership dues. If you have any questions, please contact **************************************, at **************.

       

    • Initial Complaint

      Date:03/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 offered to add my children to my account free of charge. Then almost a year later, I'm being charged $34 for each child on my account. I called to complain about the misleading information and they stated that they will remove the additional members from my account, but only provided me a partial credit for the additional fees on my account. They informed me that adding my children to my account was only free for 1 year, then I would be charged.

      Business Response

      Date: 03/24/2023

      When the additional associates were added to the membership, our agent informed you there would be no additional charge until the membership renewal. The renewal bill sent included a detailed breakdown of the membership dues and disclosed the $34 cost for each of your children. You authorized a payment on 8-23-2022 that included membership dues form your children. On 3-02-2023, you requested to remove your children from your membership and a pro-rated refund was credited. If you have any questions, please contact ******************* at ************.

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 claim for wind and rain damage for my roof and interior walls due to the storms in ** during January 2023-February.AAA literally sent a letter via ******** after evading me for over a month and told me that they saw no mold due to the water/moisture. They also claimed they saw no damage to the **** tiles on my roof as several are hanging off and pose a hazard to myself and the adjusters who came to evaluate the roof. I know that AAA is not paying out claims because almost everyone must have filed in the entire state due to the state of emergency we experienced. The President of ***************** came to CA because of how grave this is.What is truly disheartening is I have cancer and now AAA is exposing me to dangerous mold spores.

      Business Response

      Date: 03/16/2023

      The inspection on 1-26-2023 noted interior water damage to the home. There was water staining to the ceiling in various rooms and water penetrating around various windows as the sealant was not providing a barrier from water entry. The inspection of the roof revealed no storm created opening to the roof. There were multiple roof slopes where the tiles on the roof have slipped from its intended position. Additionally, there was extensive staining to the exterior stucco of the home which is indicative of improper water runoff from the roof. Based on the investigation, a no coverage letter was sent to the insured on 2-22-2023 with the applicable policy language. There was no opening caused by a covered cause of loss which allowed water to enter to trigger coverage. The water staining to the stucco was indicative of an improper design or installation of the roof. Lastly, the sealant around the windows was deteriorated allowing water to enter.  ******** design or installation,wear and tear and maintenance issues are not covered by the policy. An additional review of the claim reveals no change in the coverage determination.If you have any questions, please contact manager ***************************** at *************.

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 and put a stop payment and canceled my policy in October/November. I now am receiving a notice that they decide that I owe them money for December. I have proof of having other insurance as of November. I am now being threatened with collections if I do not pay the money they say I owe.

    • Initial Complaint

      Date:02/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 failed to compensate damages incurred when tow company damaged my sons vehicle.On the evening of the 28th Jan my sons car sustained a flat tire. The car needed to be towed.Arriving over 3 hours later was Als towing which already had a vehicle on the tow bed.The driver who shared that it was his 2nd day working attached the car to the tow hitch of the truck. I started filming because it was clear he was struggling with the tow hitch. As he left my sons car was dragged 7 minutes. I attempted to stop the vehicle by honking but had to follow the vehicle in my car until driver stopped. I asked him to leave the car parked in a nearby parking spot and then called AAA again for a second tow.The car was then driven to our *** dealership. The dealership collision center which is a AAA recommended shop provided an estimate for replacement of muffler and tips. When I contacted the tow company regarding the damage they said only the tips needed replacement. They did not want to provide their insurance information and volunteered that their policy would be cancelled.I then contacted AAA to resolve the issue but they too said their management agreed tips only.I have other collision centers quotes which said mufflers did need replacement along with affiliate adjusters with my collision center.the damage is to the actual welded parts of the muffler: AAA customer service never sent response from their expert. Just broad statement and failed for furnish the insurance information of the tow company.Per the advice of my attorney I will be filing in small claims for damage and serving both aaa and tow company.

    • Initial Complaint

      Date:02/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 contacted AAA on 2/10/23 as I was in need of a tow. They informed me it would be *******************. At 9:40 am I received a text they were 10 min away. At 10 am I called back as help still didnt come and I was on a busy highway. AAA woman said it would be another 45 min. At 10:30 am I reached back out to AAA to find out my call was canceled by the woman I spoke to at 10am! One minute later ****** towing contacted me to let me know a driver would be to me in Another 45 min and when I told her I had been waiting since 8:32 am she told me that AAA never dispatched to them at that time! I literally waited on the side of the road from 8:32 am until 12:20 pm! I feel I should be compensated for the lack of people at AAA doing their job!

    • Initial Complaint

      Date:02/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 been a AAA member for the past 12 years. Over those years I have used the roadside assistance a handful of times. This last time I used it or I should say tried to use it. I was treated rudely and disrespectfully by all the agents I talked to. Any ways after 6 hours and a bunch of phone called I had the car moved off the highway. But I was refused to take my vehicle to my house 20 min away. I was told the roads were up passible due to snow. Being I live in big bear California. The problem is I had just driven down there in a street car that had racing slicks on my tires. There was not one speck of snow on the roads. I relaid this info and asked to be sent a different tow company that would get my car home. Once again rudeness and waist of time. What a horrible experience! My car is currently sitting on a dirt road in an unsecured area of **************. Ive been going back and forth with AAA to no results. Also talked to a local tow truck company that said they would do it. What Im asking for is a refund for my AAA roadside assistance since they did not do as is advertised. Not to mention the 24 hours plus (at this time) with no results. Its a shame when a company becomes to big and losses that personal touch and really no one cares! I am a 12 year member but will be canceling all mine and my familys insurance survives. I have enclosed a pic of the (horrible snow conditions)

    • Initial Complaint

      Date:02/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      01/30/23 I called AAA at about 9 pm, I locked my keys and my purse in the car .I was at work where AAA have came twice before,for the same reason. When the mechanic arrived, he stated if your driver license don't match I will call the police. I didn't understand why he said that but it was disrespectful, I stated I'm a member when you open the door I will show you.He stated we have a right not to serve you if you don't have your license. Once again I stated it's in the car.He said you know what I'm not going to help you,he called dispatch and said I was acting difficult and didn't have my license. I called back I told the agent what happened, he put me on hold. He came back and told me what the man said, and he understand why I was upset.Then he said just give him your license. THEY ARE LOCKED INSIDE MY CAR.I hung up and cried

    Automobile Club of Southern California is NOT a BBB Accredited Business.

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