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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

    • 476 total complaints in the last 3 years.
    • 141 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2025

      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.
      They will not remove my son from my car insurance plan. He does not drive my cars and he has his own insurance policy that he pays for himself. He is an adult. They have recently sent him my bill and tried to make him responsible for my bill , which made him pay it without knowing it was not his bill

      Business Response

      Date: 05/09/2025


      Our records indicate that in your son, *******, is listed on your auto insurance policy as a cross-insured driver in the household (a driver in the same household with their own AAA policy). For clarity, our underwriting guidelines require all household residents to be listed on your policy as rated, excluded or cross insured drivers. Since ******* is listed on your policy as a cross-insured driver, there is no additional premium because he is insured on his own AAA auto insurance policy. On 3-17-2025, we mailed you a notice of cancellation stating that your auto insurance policy would be cancelled effective 3-29-2025, because we did not receive the required payment. In compliance with mandated guidelines, we also mailed the notice of cancellation to the other non-excluded drivers listed on your policy. You provided a payment on 3-19-2025, to avoid your policy being cancelled. ******* also provided a payment on March 21, 2025, because he received the notice of cancellation that we mailed and believed the cancellation notice was for his auto policy. However, the payment that was mistakenly applied toward your auto insurance policy was transferred from your policy and applied toward Michaels auto policy on 3-31-2025. Manager, ******* ******* advised that she contacted you to address the concerns outlined in your complaint. Ms. ******* explained that she obtained an exception to our underwriting guidelines and was able to remove ******* from your policy as requested. The change to your policy was effective May 2, 2025, and we mailed you an updated declaration page confirming the change to your policy. If you have any questions, please contact Manager, Mr. ******* *****, directly at **************.

    • Initial Complaint

      Date:04/17/2025

      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 have spent over an hour and a half on the phone and have called 5 times speaking to different people for a simple address change. Each time, they assure me it has been fixed. However each representative seems to not be able to handle this simple task. My renters policy has a premises address that is horribly incorrect. Ive also emailed a supervisor who has yet to respond. Called again today and kept being put on hold until I finally told them I dont have any more time left to deal with this. If no one is able to correctly handle an address change, I am not confident that this company would be able to handle bigger issues that may arise. Very disappointed after being a member here for 16 years! Something is radically wrong here. Id like the job to be finished as well as something to be offered for the stress this has caused and the amount of my time that was wasted. Otherwise Ill be taking my business elsewhere and telling everyone I know about this very poor experience.

      Business Response

      Date: 06/09/2025

       

      In accordance with your concerns, we conducted a detailed review of your policy. In our review, we found that you were reflected as the adult associate on the membership for your father, with an address of ******************** a membership-based organization, insurance policies are linked to the membership. On March 17, 2025, you requested to update the address on your renters policy to *************************************** that call, our representative confirmed with you that your vehicle was also being garaged at this address. Based on this confirmation, you were advised that all policies associated with the membership, including both your renters and auto policies would need to reflect the same address.  However, you requested not to update the auto policy at that time, which prevented us from completing the address change as intended. Additionally, since you were listed as an adult associate on your fathers membership, this change inadvertently affected his address as well.  

      On March 27, 2025, you contacted us again, explaining that the address on your renters policy had reverted to your fathers address. Our representative inadvertently updated the mailing address on your renters policy back to your fathers address. 

      Additionally, as part of the renewal review for the policy effective June 25, 2025, we identified that the residential address of your renters policy did not match the address on the membership. In accordance with current procedures, the residence address was updated to reflect the membership address,******************************************* with the renewal date.  On April 14, 2025, you contacted us again regarding the address update, and a representative offered to create a new membership for you to prevent further address issues affecting your fathers account. This was reinforced during a follow-up call on April 15, 2025, when you also requested to reduce your personal liability coverage limits from $300,000 to $100,000. 

      Because the address update had been processed for the renewal period starting June 25, 2025, our representative was unable to update your policy prior to that date. You were advised that a request would be submitted to correct both your address and liability coverage limits accordingly. On the same day, a separate membership was created for you online, effective April 15, 2025. 

      On April 17, 2025, you followed up on the requested changes to your policy. While our representative was reviewing your account and attempting to assist, you advised that you were unable to continue the call and chose to end the conversation. On April 24, 2025, our representative provided you with updated evidence of insurance reflecting your requested changes as of the renewal date.

      As a follow-up to your telephone conversation with **** ****, you advised that your concerns had already been addressed. Based on that discussion, our team retroactively updated your address to March 28, 2025, and applied the requested reduction to the personal liability coverage effective April 16, 2025. A prorated credit of $5.00 was applied to your new policy term, reducing your renewal premium from $114.00 to $109.00.

    • Initial Complaint

      Date:04/17/2025

      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.
      In May 2024, one of my vehicles was involved in an accident and deemed a total loss by my insurance provider. By the end of 2024, I received the payout for the vehicles value from the company. Despite this, the totaled vehicle remained listed on my policy, and my premium was never adjusted to reflect its ********** wasnt until I contacted the company to discuss renewing my policy that they realized the error the totaled car had never been removed. On the same day I decided to cancel my policy, I was informed that I now owed $1,308.20 because I had received a multi-car discount despite only having one active vehicle on the policy. This billing error was due to the companys failure to update my policy after paying out the total loss ********* that I am no longer insured with this company, they have sent me a bill for $1,308.20 for their own oversight. I am filing this complaint to dispute the unfair charge and to request that the balance be waived, as it resulted from their administrative error not any fault or misrepresentation on my part.Furthermore, every time I attempt to contact a representative to resolve this issue, my calls are either dropped or I am placed in an endless transfer loop. This has made it nearly impossible to speak with anyone who can assist me or provide a resolution.

      Business Response

      Date: 04/16/2025

      004- Please forward to ******************** at ********************************************************************************************** for review/response. ************************************

      Business Response

      Date: 05/06/2025

      Our records reflect you spoke with our Insurance Services agent on 3-07-2025 and we advised you requested cancellation of the policy. When we advised of the balance owed, you asked why there was a balance. We advised we backdated the vehicle elimination from the policy and that also eliminated the multi-vehicle discount, and the address change increased the premium. We have sent three collection bills. If you have any questions, please contact us at ************.

    • Initial Complaint

      Date:04/10/2025

      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.
      Plus 44 Year Membership # ******************* 44 year member of **************** . My membership has been cancelled. I received a notice dated 2-13-2025 postmarked 2-21-2025 2-17-2024 SVC ******** ************** for **** Y ******** Balance Due $100.00. The back says I have the opportunity to appeal this action in writing and must be received 5 days before effective date of cancellation, 2-28-2025. This is an unfair window of time. I am asking help to clear this matter up. It is unknown to me why this charge occurred. Each time I call for service, we give our membership number and a tow truck comes to help. Had there been an issue at the time I called roadside assistance, the operator should have explained this to me. Had I overused my yearly tows, the ********* should have explained that to me at the time I requested a tow. According to my records the amount of tows I received follows the rules of the Plus membership plan. I am not aware of any unpaid membership dues. I would like the opportunity to review on paper the amount of tows the ********* has listed for the year 2024 they claim I owe them this money of $100.00. According to my records, we used only the service calls allowed for each membership year. If I am wrong I would be happy to submit payment to reinstate my membership. My membership is paid in full up to June 14, 2025. The ********* canceled my 44 year membership on 2-28-2025. It is unfair they keep four months of my paid membership dues. I would like the opportunity to review the towing records for the year of 2024 and compare such records to mine. If the ********* is correct I owe $100.00 Id like the opportunity to pay this amount and the ********* reactivate my 44 year membership. I have attached a copy of the front and back letter dated 2-13-2025 and a copy of the post marked envelope dated 2-21-2025.

      Business Response

      Date: 04/11/2025

      Our records reflect you spoke with our staff, went over all roadside service calls in detail and paid the outstanding bill. Currently, the membership is in good standing.

    • Initial Complaint

      Date:04/09/2025

      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 29 my car was stolen. We filed a police report and file a claim with my insurance, AAA. AAA called me the following Monday and stated that my insurance was inactive because there was a specific document I didnt mail back. Upon reviewing that document. No where on that document it has a spot for me to sign. Mind you I did call and spoke to someone and that someone got it taken care of. When my daughter tried calling to find who helped me last time I called. She was told there was no record of me calling regarding that document. They are not wanting to help with my claim even though my auto policy has been paid every month.

      Business Response

      Date: 04/28/2025

      While reviewing your insurance file, prior to the expiration of the ********* policy term, our *********************** noted that **** ***** was listed on your membership as someone living at the same residence. Our Underwriting Acceptability Guidelines state that all regular operators and household residents, age sixteen or older, must either be rated or excluded from coverage on a policy. As such, on December 19, 2024, you were sent a letter titled Action Required for your Automobile Policy requesting that **** either be excluded from coverage on your policy or added as a rated driver.Since no response was received, another document titled Notice of Nonrenewal and Termination of Insurance was sent on February 19, 2025, which stated that your policy may be nonrenewed at 12:01 A.M., Pacific Standard Time, on March 29, 2025, if we did not receive a signed exclusion form specifically excluding **** from the policy. The required form was included with both notices. As our *********************** did not obtain the signed exclusion form for ****, the policy nonrenewed on March 29, 2025. On April 1, 2025, you spoke with Underwriter ****** ***** and informed her that **** was not a household resident. **** was then removed from your membership, and coverage was reinstated with a lapse in coverage on April 2, 2025. It is my understanding that on April 12, 2025, Underwriter **** ********-******* called you to personally address your concerns; however, he was unable to reach you and was unable to leave a voicemail. Should you have any questions, please feel free to contact ******* ******* at **************.

    • Initial Complaint

      Date:04/08/2025

      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.
      FOR 1H TODAY O VE BEEN TRYONG TO GET AN AGENT WHO IS ABLE TO ;LOOK AT AN INSURANCE AND HAVE NBEEN MOVED AROUND 20 AGENTS..THIS IS CRAZY SO FIRST THE PREMIUM FOR MY INSURANCE UP TO MAY 28, 2023 IS LISTE 1645 AND I VE BEEN CHARGED 1773. NOW ON NEW INSURANCE I ONLY GOT CARD FOR ME, TEH DISCIUNTS I SENT IN FEB 2025 WOITH CERTIFIED MAIL AND RECIORDED U GET THEM FOR MY SON WHO IS STIDENT GOOD GRADE AND AWAY FROM **** WERE NOT IMPLEMENTE CONTCAT ME ASAP AS TODAY I M ON SECONG HOUR ONM PHONE NOYT SOLVING ANYTHIN ALSO I DONT WANT EMEMBERSHIP FOR AAA D=FOR MY SON/.I CHANGED IUT WHOICE AND ITS NOT CHANGING

      Business Response

      Date: 04/08/2025

      Please forward to ******************** at ********************************************************************************************** for review/response. ************************************

      Business Response

      Date: 05/01/2025

       

      Please accept our apologies for any frustration you may have experienced when contacting us regarding your policy. As your concerns are important to us, **** **** attempted to contact you but was unable to reach you and left you a couple of voicemails. In follow up to her latest message, both discounts, the Good Student discount and the Student Away discount have been added to your policy, which decreased your annual premium to $945.00 and you will receive a copy of the modified renewal in the mail shortly. At your earliest convenience, please contact Ms. **** at ************** to confirm the removal of ***** ******** from your membership.

       

    • Initial Complaint

      Date:04/04/2025

      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.
      September 9th 2024we began receiving AAA Billing Statements for ******** *******. In October I called AAA to inform the agent that there are no previous *******, we are the very first ******* to ever reside in ****************************************** and no ******** ******* has ever lived here. I told her to call ******** ******* by telephone and get her real address. Not only has the statements still been coming, but they mail additional types of AAA stuff for a person that has never ever resided in our apartment. I want the to stop mailing stuff here for ******** *******

      Business Response

      Date: 04/08/2025

      Our address records were updated in 2024 and there should not be any further mailings sent. If you receive any further mailings, please contact our customer services department at ************.

      Customer Answer

      Date: 04/11/2025


      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 consider this complaint resolved.

      Regards,

      ******** ***

       

    • Initial Complaint

      Date:04/02/2025

      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.
      The Interinsurance Exchange has withheld property. They have my contact information and have made no effort to get in touch.

      Business Response

      Date: 04/15/2025

      We spoke with Mr. ******** and we submitted a cancel/reissue. A new check will be issued in the next few days.

    • Initial Complaint

      Date:03/26/2025

      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.
      On 2/05/25 I received a bill from AAA for a service call which had two charges for the same call. After which I had called their customer assistance number on 2/12/25. At that point I was told that a representative was to call back with more information and/or a resolution. (Didn't Happen) I Called again on 2/24, 3/3, and today 3/26 because of a letter from AAA informing me that i was being Cancelled. I called AAA **************** today 3/26, was given a Service Billing number to call that picked up to a Voicemail box that was full so that no message could be left. I then called AAA back and received another number to call in which an automated message referred me to a civil court process and again had no person or answering system.

      Business Response

      Date: 04/21/2025

      We spoke with the former member, explained the calls on record in detail and connected him with our Collections area. 

    • Initial Complaint

      Date:03/24/2025

      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.
      AAA charged an unauthorised charge for a Renewal on my debit card totalling $148.00. I am demanding a Refund for this charge.

      Business Response

      Date: 03/24/2025

      Please forward to ******************** at ********************************************************************************************** for review/response. ************************************

      Business Response

      Date: 05/01/2025


      Manager, ****** **** contacted you to address the concerns outlined in your correspondence to the Better Business Bureau directly. Mr. **** explained that in March 2024, you worked with agent to remove your daughter ***** **** from your ************************** Membership and start a new ************************** Membership for her. At that time, our agent provided you with an option to add an additional person to ****** membership for free for the first year if you set up the membership to be automatically renewed with a credit or debit card. Our agent informed you that you could remove the automatic renewal or change the credit or debit card information for the automatic renewal payment at any time. Mr. **** also explained that you authorized a $107.50 payment to initiate Ahjahs membership and provided your credit/debit card information to set up automatic renewal. Subsequently, a $148 membership payment for ****** membership renewal was automatically deducted from your credit/debit card as authorized on March 21, 2025. Mr. **** also advised that at your request, he removed automatic renewal and the additional member on Ahjahs membership. As such a refund was issued accordingly. If you have any other questions or concerns, please contact ****** **** at ************.

       

      Customer Answer

      Date: 05/01/2025

      they removed the wrong person. The person they should have removed was Zhoira *********, not my daughter ***** ****. Please have them correct the names before I accept

      Business Response

      Date: 05/01/2025

      If you have any further questions, we encourage you to contact ****** **** at ************.

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

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