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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

    • 474 total complaints in the last 3 years.
    • 139 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:01/26/2023

      Type:Product 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.
      I called AAA for service for a car dead battery. I paid $120.00 for service I did not received. I want a refund

      Business Response

      Date: 02/08/2023

      This complainant filed complaints with the ************************** and the BBB. We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. We have processed a credit of the service charge that you incurred on January 19, 2022, back to your credit card used for payment. If you have any questions, please contact *************************** at **************.

    • Initial Complaint

      Date:01/23/2023

      Type:Customer Service 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 requesting a tow from the AAA automobile club since 6:00 am ,I am in southern California ,*************** at the moment,it is now 3:58 pm and they said it could be a hour or two more, I have been a classic member for 4 years and am dropping my membership and so will others in my family and friends networks ,u will also be filing a complaint with ********** of ******* as well the provider AAA says I have been waiting on ,AAA is horrible .

    • Initial Complaint

      Date:01/09/2023

      Type:Product 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 **************** put two roadside service calls on my account where I never requested roadside assistance. (My roadside membership number is ******************) I just found out about this on or about December 26, 2022 when I did in fact place a roadside service call. Prior to this date, I had not made ANY service call requests since renewing my roadside membership on July 5, 2022 and should have therefore had all four of my service calls that are allotted yearly. However, I was told by the roadside representative that I received the following roadside assistance: Service Order No. ****** on 9/9/22. and Service Order No. ****** on 9/21/22.) The representative told me that ************************* who is my son actually made the calls, and she reviewed both call transcripts where he indicated his name because he also has a roadside membership under my household, so he provided correct info. (I pay an additional fee each year to have ************************* receive a membership which has a separate membership account number. Per **********************'s policy, each member under the main account holder receives four calls each; therefore, that respective member's roadside assistance should go ONLY against their account and total calls and not towards the other member's calls.) Since ******* made clear that he was contacting roadside on his own behalf and per AAA policy must show his membership card and ID, then there is no reason other than error that his calls were placed against my account. Generally, AAA is a ******** about keeping up with each member's calls and then requiring a $90 service fee once all four calls have been used. This should have been done IF ******* used all of his calls as I never authorized any calls onto my account, nor does AAA allow this if the member making the call is not present with ID. This is unfair and unacceptable on the part of AAA, and I expect them to remove those two service calls from my account accordingly.

      Business Response

      Date: 03/01/2023

      Our review of the service calls on your membership found the calls from September should have been placed under your sons membership roadside service usage.  We have credited these calls back to your allotted roadside service usage.  We apologize for any inconvenience and we have taken steps to prevent a recurrence.  If you have any questions, please contact *************************** at ************.

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair 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.
      on Jan 9, 2023, I received a bill for $90 because my mother had made more than 4 service calls. I bought the AAA membership for me and my mother so she is cover while driving in *********. She is elder and may need help. This bill is for service dated Dec 12, 2022 however, my mom has been in ****** since beginning of November. I called to report her AAA card stolen and was told about the other services 10/10, 12/10, 12/12 that are being charged on her card. None of these service request were made by my mother or I thus card is being used fraudulently and AAA has failed to verify card at the time of service delivery. While on the phone with an agent, I received a text from AAA that a technician was on their way to help me which is another fraudulent call. I am requesting any charges to be dismissed as we did not call for service and AAA failed to verify user identity.

      Business Response

      Date: 01/31/2023

      We determined that you should not have been charged for the service request on 12-12-2022 due to your reporting the card stolen and ******** living out of the country. Please disregard the $90.00 service charge bill you received.  Additionally, the service calls from 10-10-2022 and 12-10-2022 were removed from your record.  If you have any questions, please contact ********************* at ************.

      Customer Answer

      Date: 02/16/2023


      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:01/09/2023

      Type:Customer Service 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.
      This issue has gone on for several months and has caused much hard ship.Triple A had many account numbers for billing using auto pay. Every time I had contacted them and instructed the agency to use the correct account number they failed to do so. I didn't get any calls from this agency to confirm which account they needed to use! Because of the failure to comply with customer requests, I was billed for late fees and threatened the loss of auto insurance. The bank was even called in to hold a 3 way conversation with this agency to resolve past, present and future issues regarding the the auto pay billing due to the fact the funds were in the account. Triple A used the incorrect account numbers and not the correct account number they were previously instructed to use. This issue didn't get resolved. Triple A continued to use wrong banking account numbers for auto pay and I didn't get any calls from this agency to confirm which account they needed to use. Currently, this agency demands full cost to continue coverage. I am not refunded for the late fees and faced with more financial hardship. Currently, this situation has evolved to full payment for the year to continue my auto insurance which causes me more financial hardship.

      Business Response

      Date: 01/19/2023

      Please accept our apologies for the frustration you experienced regarding the payments applied to your policy. As your concerns are important to us, we have attempted to contact you to personally address your concerns. Unfortunately, our attempts to contact you have been unsuccessful. At your earliest convenience, please contact ************************* at **************.

      Customer Answer

      Date: 01/31/2023


      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:01/06/2023

      Type:Product 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 12/30/22, I reserved a flight for my son through AAA's online travel service. My son works in the Gulf of Mexico, and on 1/2/23, he notified me that his boat may not be in port in time for him to make the flight, and asked me to change it to 1/5/23. I sent an email to a AAA Team Supervisor who had previously emailed me, to try to change the flight. After receiving no response, I called AAA *************) and spoke with ******, who took my info and assured me that I'd be hearing back from a Travel Specialist, both by phone and email. I never received an email or phone call. My son was listed as a "no show" for that flight, and I am now out $400 due to AAA's lack of follow-through or response.

      Business Response

      Date: 01/27/2023

      We contacted our flight provider and they acknowledged that proper procedure was not followed.  Since the correct procedure was not followed, a check is being issued as a refund.  Please allow **** days to receive it.

    • Initial Complaint

      Date:01/03/2023

      Type:Billing 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.
      On Dec. 2 I made a payment to aaa auto insurance for my insurance. A week later I get an email asking if I switched insurance company's. I said no already made a payment. AAA applied my payment to a different account and canceled my insurance and my registration got canceled also. Then I was told I could start a new policy for $170 and $80 for something else which I assume was my roadside service since you have to have that to have insurance with them. I found out I was charged $80 for their negligence when my policy was canceled because of their negligence. And they refuse to give me my money or credit for $80 that was taken off my credit card. P.s. the location I selected was not the place it happened everything was done over phone or email

    • Initial Complaint

      Date:12/26/2022

      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'n August 2021, I called AAA to help with a battery that did not allow car to turn on. A contacted towing by the name of NK towing company came out and tested the battery and resulted in having to change out the whole battery. I turned on my car the next day and noticed that my navigation screen no longer worked. I took my car to the dealership and resulted in electrical damage when the battery was changed. AAA has been giving me the run around with intervening with their contacted towing companies even after submitting evidence by the dealership. It is now Dec. and AAA continues to give me the run around asking about codes to be submitted even after dealership informed them codes don't exist with regard to electrical damages. Diagnosis were done by the dealership. This has been awful service and feel very discriminated against due to me, being a female and the length of time this has taken. Now I'm being asked to submit an appeal in writing? To AAA corporate contact, After months of email exchanges with AAA representatives.

      Business Response

      Date: 01/12/2023

      We received this complaint earlier and our response remains unchanged. Based on your service experience, we have reviewed these events with all parties involved. As an independently owned and operated business, the battery service provider dispatched to assist you is responsible for any damage resulting from its own actions or those of its employees. In an effort to assist you with a resolution, the ********* enlisted the assistance from our ASE Master Mechanics and our Member ******************** to intervene as a mediator. During our investigation, we found the service provider not liable for the damage that you reported being caused to your vehicles navigation unit. Based on our findings,electrical damage would only be caused during in a cross-polarity event in the battery replacement process, and this was ruled out as occurring due to the battery service provider using jump units with reverse polarity protection.Additionally, the diagnostic report that you submitted from *********** facility did not note any electrical scorch marks around the battery terminal,or blown fuses, which is typical during a reverse polarity event, and only noted that the navigation unit required replacement due to an internal failure in the navigation unit itself. Although we find the service provider not at fault for the damage that you reported, we thank you for allowing us an opportunity to review and mediate your concerns. If you have any questions,please contact ************************* at ************

    • Initial Complaint

      Date:12/16/2022

      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 ran out of gas on the way to the gas station on Friday 9/29 and called AAA. I got a text and a call from local subcontractor telling me they were coming. Towtruck driver arrived and put fuel in the fuel tank of my 2012 Porsche Boxster S, which was in perfect mechanical condition. Car started and driver left. When I started driving, my car immediately began bucking like a mechanical bull, also made loud banging and grinding noises and was belching dark grey smoke. It smelled like a truck so I thought they may have put diesel in my gas tank. I immediately texted then called the number that had texted me but got no answer. I looked up the phone number on ****** maps & called the local subcontractor. The owner called me back and we spoke for several minutes. He said he was sure it was normal gas because he had a receipt, i asked him to text it to me, but He never did. I took my car to my mechanic b/c it was driving extremely rough & he confirmed my spark plugs were fouled & 4th engine cylinder blown, due to diesel in my tank. After 10 days trying to reach resolution, tow truck owner told me call AAA so I filed a claim with AAA two months ago. There was no response after I filed a claim by phone so I went to my local AAA office. I got a call days later. Since then, they have dragged their feet and sent me from one agent to another. After 2 months without my car, I am beside myself. AAAs Subcontractor ruined my engine by putting diesel in my gas tank, the engine needs to be replaced and AAA need to pay for it, as well as my rental car/ride service costs since 9/29/22. I have all the texts, emails, phone records, videos, and vehicle records to support my statement.

    • Initial Complaint

      Date:12/16/2022

      Type:Product 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.
      Dropped my insurance on 7/3/22 and they sent me a bill on 9/6/22 the amount was *****

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

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