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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

    • 475 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:11/13/2022

      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.
      On October 31st at approximately 11:15 AM pacific standard time I contacted AAA for battery service. I needed to replace the battery in my car and this is a service that AAA offers. I provided the make, model, and year of my car and was told that a technician would come out to assist me. I would also receive text messages to keep me informed. I received the first message which gave me the information for one of their contract technicians so I called them to ensure they could replace the battery. The gentleman stated that they thought I required a jump and that they did not have the battery for my vehicle. I called AAA back and discussed this with the representative. They canceled that technician and stated they would provide another one. I received a text that said my technician was arriving so I waited outside. No one showed after waiting approximately 15 minutes. I called AAA again and was told that "we are still looking for a technician" I explained to them that according to my messages someone was arriving. They apologized for the "misinformation" I received. They then stated someone would contact me once they located a technician. I asked for a manager and was placed on hold for 34 minutes. I spoke with a person named ************************* who offered no help. She put me on hold for another 15 minutes then the call went to her voicemail. Her voicemail greeting contained the name and number of her supervisor *******************. I left a message expressing my discontent with the customer service and treatment I received. I am a long time patron of AAA and this was unacceptable. I received a call approximately 4 hours later from another representative informing me that no one could help me and they didn't have any technicians that could tow my car either. After wasting my time and causing frustration they told me that my battery was a dealer item only. I have attached screenshoots of all the messages.

    • Initial Complaint

      Date:11/09/2022

      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.
      Called AAA for emergency roadside assistance after discovering I had a flat tire after a 12 hour shift at the hospital. I kindly ask the representative to please ensure I would get some help because prior to this I had not properly received assistance and at this time it was going to rain and I was stuck with a flat tire. I waited the hour for AAA I called a second time the next representative told me that the towing company I was referred to by the prior representative had closed at 5pm it was 8:15 when I called initially now its 9:20pm the person put me on hold then told me there was no available tow service to help me. I called a third time explaining to the 3rd representative how disappointed and in danger and needed assistance and she told me I can look for a tow company on my own. As I am now left to figure this out on my own, someone randomly called me told me they were in the area and they wanted to help me from AAA this woman said she had saw me driving with my emergency lights on and noticed I had a flat she called in to AAA they told her NOT to help me but she did anyway on her. She later advised me not to call them complaining and to safe my complaints for later Lucky for me she had saw me driving with this flat tire and decided to help at her own will

    • Initial Complaint

      Date:11/01/2022

      Type:Sales and Advertising 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 member of triple-A for three 3 years after every phone call they thank me for being a loyal customer, but where is the loyalty on their side? On June 3, 2022, I requested an address change apparently there was an error on the address, and mail was sent back to triple-a. I was unaware that there was an error in the address. As a business, I would think they would have reached out to notify me about the address or at least leave a note in file to notify me when I call in. On August 3, 2022, I made a call to triple-A nothing was said to me. On August 27, 2022, I was involved in a hit-and-run and I was unaware that my insurance had lapsed because I didn't receive the letter or the email sent to me. I have spoken to a Triple member today and I asked what was the protocol if a letter was sent back to triple-A he stated we will reach out to you to notify you. Why wasn't I notified?

    • Initial Complaint

      Date:10/26/2022

      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.
      On Tuesday; 10/25/22, I contacted AAA for a tow because my truck was stuck in park and would not switch gears. I requested a flatbed around 2:00 pm and *********************************************** a regular tow truck. I explained my predicament and was told to call AAA. I called the back and an hour later a tow truck arrived with a flatbed and I was told that I would need a truck with dollies. I called AAA back and after waiting on hold for 30 minutes and being hung up on twice I was told at 5:00.pm. that they are not contracted with tow companies with dollies. So after two trucks and each driver experienced in towing you would think they meaning the companies who are contracted and AAA would know how best to get me and my car running and off the road. AAA did not provide adequate service and left me without a means of transportation. I was forced to call a tow truck company on my own to set up a tow in the morning because AAA did everything the wrong way and after 4 hours the mechanic shop was now closed for the day and we ran out options. Now I am looking at losing a day of work to inlist an outside service to tow my truck to the mechanic. I will have to uber to work and spend another day without my truck. The contact center hung up on me several times and offered no real solutions. I was later told that the since the car was half in and out of the driveway they could not assist. Why did they wait until 9:00 pm to tell me this? I could have figured something out. Not much you can do when the mechanics close at 5:00 pm.

    • Initial Complaint

      Date:10/25/2022

      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 have reason to believe that I fell victim to a systematic scheme of bait and switch to sell me expensive auto insurance instead of the promised Umbrella policy that I originally signed up for. 1. On Sept 26, 2022, I contacted AAA Interinsurance Exchange to sign up for umbrella insurance. The insurance agents *****************************, ********************************* told me that they could sign me up however I had to have auto and renters insurance set up first with AAA as well before I could enroll in Umbrella insurance offering so I needed to cancel my prior insurance plans that otherwise would have qualified and we're more affordable. I agreed to enroll in high cost plans 500/500/100 for auto at $1715 per year and 500k renters insurance at $103 per year being assured that the bundle would offset the costs of leaving and provide additional benefits. 2. For the next two weeks I tried to contact both agents without success ignoring me via phone and email. Their supervisors continuously sent me to voicemail. Today, 10/11/22 I found out by personally calling customer service that not only was my application for my Umbrella policy abandoned but my renters insurance policy was quietly canceled. The reason given was underwriting AAA Interinsurance Exchange, mistook the tenant and other renters policies in the apartment complex as mine. I have been living in that apartment since January 2021 and only held one renters policy followed by the AAA policy, both zero claims. All other claims through their background check were other tenants/housing manager not living nearby or related to my specific apartment. I requested them to reconsider but was quoted with a new renters insurance quote of upwards to $500 and was suggested that I looked elsewhere. I was ultimately left with overpriced auto insurance that no longer qualifies for bundled savings that were originally promised, no renters policy and no umbrella policy.Auto: CAA182788675 Renters: CHO182789289 Umbrella: CAU182816135

      Business Response

      Date: 11/01/2022

      You worked with our agent to start new auto and renter's insurance policies effective 9-27-2022. Additionally, you requested to apply for a personal umbrella policy. In agreement with the terms and conditions of the auto and renter's insurance policies, you authorized a down payment and electronically signed your insurance applications. When your renter's insurance policy was initiated our agent followed standard protocol and ordered a Comprehensive Loss Underwriting Exchange (****) Report to check the prior loss history for your address to ensure you met our underwriting acceptability guidelines.The **** Report disclosed two prior losses at your address but did not specify the unit number where the losses occurred. On 10-10-2022, our Underwriter declined your personal umbrella policy because written confirmation the two losses listed on the **** Report were not associated with your unit could not be obtained. We mailed a Notice of Cancellation on ***** 2022 to inform you that your renter's insurance policy would be cancelled effective 11-12-2022, due to the losses listed on the **** Report. We explain the remaining balance owed for the coverage provided.  If you have any other questions, please contact *********************** at *************.

    • Initial Complaint

      Date:10/17/2022

      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 requested service from AAA on June 17, 2022, my trunk stopped running and I needed a tow trunk to bring my trunk to a service station approximately 1 block away. After waiting over 2 hours, on a Friday night in a very urban area, Falcon tow refused to tow my trunk because it had a box on the back ( I explained exactly what year make and model as well as letting the AAA agent know about the box).That person AAA sent out from Falcon said he could tow my trunk but it would cost $275.00 ( same tow trunk) which I paid because it was dark, and cold and I it was going on 3 hours. I sent in a copy of my receipt to the reimbursement department along with a claim form, and received back a letter stating I needed the original receipt which I can not find so my claim was denied. I even reached out to Falcon towing, and they were unable to help me, I have my credit card statement with payment to falcon towing dated 6/17/22 the day I requested service. AAA has refused to reimburse me for this charge or even offer me any type of reimbursement. I have a letter dated August 18 2022 denying my claim from *********************, I have left several messages over the course of several months with no returned calls. I would like someone to reach out to me asap from AAA and pay this claim.Thank you *********************************** I have been a member for 13 years, and have used their service only a few times, my membership number is ****************

      Business Response

      Date: 10/28/2022

      Our records indicate that you originally requested service and you advised the dispatcher that the **** ****** had a box on the back. When the AAA towing provider arrived to evaluate the vehicle eligibility, the contractor deemed this vehicle to be a commercial vehicle and was ineligible to receive service under the AAA membership. Page four (4) of the AAA Member Guide indicates that service will be limited to that which can be provided with equipment ordinarily used for member service. An individual ********* membership may not be used by a business or organization to provide roadside assistance service for its customers, employees, or vehicles. Service is intended for personal, noncommercial use. You were the advised by the contractor that to receive towing service you needed to pay out-of-pocket to the contractor directly. On August 16, 2022 we received your reimbursement claim requesting a reimbursement for the $271.00 expense you incurred. Since the invoice was made out to a non-member: ***************************, a letter was sent to you requesting proof of payment in order to receive reimbursement consideration. Based on the phone conversation you had with *********************, you indicated that you waited 2-hours for service and paid your boyfriend *************************** for this amount. We acknowledge the delays in service you experienced and finalized your reimbursement claim for the $271.00 which you will receive separately. If you have any questions, please  contact *********************, ERS Receivables team coordinator, at ************.

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service 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 been a loyal customer with ********************** for over 3 years and and someone rear ended me 2 months ago and I have uninsured motorist protection. But Triple A is still giving me the run around telling telling me that they're doing an investigation to find out if the party that rear ended me has insurance.. And it's been 2 months and my car has been sitting and they haven't told me anything other than they're doing an investigation to find out if the person that hit me has insurance

      Business Response

      Date: 10/24/2022

      Our records indicate that on 10-12-2022, ********************** spoke with you and advised that we concluded our investigation and verified that the other party involved in this loss did not have valid insurance therefore, we are able to proceed with repairs to your **** Lexus. Our file reflects payment was issued to you on 10-18-2022, for repairs to your vehicle damages. If you have any questions, please contact Claims Manager *************************, at **************.

    • Initial Complaint

      Date:10/06/2022

      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.
      On October 6th, 2022 at around 9AM, I utilized the AAA app to request for towing service to a local auto shop. M&M towing was assigned to my case and the app said they would arrive at 10:24AM. After waiting for over an hour, at 10:24AM, the app extended the wait time to 12:24PM. At this point, I had yet to receive a call from any representative from AAA or M&M towing so I called AAA and spoke to a representative. After a couple calls to different representatives and being hung up on by one of the representatives, I spoke to Terry who was able assign ******* Motors to my case and informed me that they would be at my location by 12:03PM to pick up my car. I then called ******* motors to proactively confirm the reservation. I spoke to Jose from ******* who informed me that they made a mistake. They actually do not service the area I am in and advised to me to call AAA again. I called AAA again and spoke with Chrissy who then told me that they would try to find someone else. By then I gave up on AAA and opted to utilize a local towing company. This has been one of the most frustrating experiences I’ve had with AAA. I should not have to be the one to call AAA after finding out that ******* motors does not service the area. Aldo, if I had not called AAA, no one would have called me and the app would automatically extend my time every 2 hours. I expected better from AAA and I am disappointed at the service I experienced today.

    • Initial Complaint

      Date:10/06/2022

      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.
      When I went into the Hemet location in May, the man at the counter informed me that I could add an adult to my membership for free. I was charged $52 without my consent. As soon as I noticed, I contacted AAA and was informed that he was only free for a limited time (no one explained this to me). I asked for him to be removed and to credit me the unauthorized amount and was informed that they will only credit me $26. I explained that I did not authorize this but the associate did not care. This is theft and I would like my money back.

      Business Response

      Date: 10/20/2022

      Thank
      you for your patience while we had the opportunity to review your concerns
      about your Membership transaction. Branch Manager ******** ******** spoke with
      you regarding your concerns and was able to process and complete a correction
      on your membership.  A refund in the
      amount of $5.30 will be credited back to the form of payment provided. She gave
      you a pair of movie tickets for the inconvenience you experienced to get this
      completed. If you have any other questions or concerns, please contact Isabelle
      ******** at ###-###-####.

    • Initial Complaint

      Date:10/05/2022

      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.
      The AAA automotive company filed against my credit that I owe them $251 I do not owe them anything and I discontinued my auto insurance over a year and a half ago with them they filed against my credit I canceled all of my business with them they sent the bill to a old address that I did not live there anymore they knew this because I found it in their office for a new address before this bill was ever generated this bill is made up nonsense and I do not owe them anything

      Business Response

      Date: 10/18/2022

      Your automobile coverage was provided through the Exchange and was to be effective from August 24, 2021 through August 24, 2022. This policy cancelled effective November 6, 2021, per your request. At the time of cancellation, an unpaid balance of $239.21 remained and balance due notices were generated and sent to you. We show no returned mail during this mailing.The final notice included wording that warned this account would be referred to an outside collection agency, which could negatively impact your credit score if unpaid. Our records show that you did update your mailing address effective May 6, 2022, on your Membership. Since your final due notice had already been generated and mailed, it was not updated on this cancelled policy. As a courtesy, based on the address update we can have the negative reporting removed once the balance is paid. The Exchange does wish to be paid for the time we provided coverage but does not wish to charge for days of coverage you may have with a new insurance carrier. If you secured new automobile insurance coverage prior to our cancellation date, you could forward this proof to us for possible balance adjustment. It would need to be a copy of either a policy declaration page or ID card which clearly shows coverage began prior to our cancellation date of November 6, 2021, and must include the Vehicle Identification Number (VIN) for verification purposes. The current balance of $239.21 remains a valid charge due as the Exchange did provide coverage for your vehicle. This balance will remain at our outside collection vendor, AWA ************ until the balance is resolved. If you have any questions, please contact ****** ***************************** at ************.

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

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