Insurance Companies
Automobile Club of Southern CaliforniaThis 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
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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/05/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 7 2022 My car got hit by other car , which ran a red light.At the same day I filled a claim with AAA with all needed information ( claim Nr 015311304)After one month investigation they found that the accident is not my fault I brought my car to the assigned shop, car was ready after one week but the Job, didnt done as should be, I contacted my AAA adjuster ( ***********************)regarding the whole job and overheating issue , she asked for 2nd opinion, I did and after this her Manger *************************** answers me back with ******* the repair or I have to get evidence.The problem that I am keeping email him with other questions and he never answered me back , just Ignoring my emailsBusiness Response
Date: 10/18/2022
Your vehicle sustained damage to the right side of the vehicle. You had indicated that the left fender wheel well liner and lower engine cover were damaged from this loss as well. In our conference call with the shop, the manager indicated that the parts were not on the vehicle when it came in for repairs. Further, the shop denies doing any repairs to those areas. Due to your position that those areas were affected by the accident, we agreed to cover those two parts. The shop has ordered the new wheel well liner and lower engine cover and will contact you when they arrive to install them. You had also indicated that the vehicle was overheating recently and believe that it was related to the accident. After reviewing your 2011 ****** it appears that there is over ******* miles and there was no impact with any of the components under the hood. With this information that we have available to us; we must decline any consideration of payment. If you are not in agreement, you have the option to have the issue diagnosed at your expense. If your selected repair facility finds evidence of loss related damage, please have them contact us and we review the evidence. If engine damage is found loss related rather than wear and tear, then we will consider the diagnostic fee and loss related repairs. Additionally,you have asserted that there was an unoccupied car seat in your vehicle that was damaged. We have asked you to provide photos of the damaged car seat for our review. If you have any questions, please contact Manager, *************************** at ************.Initial Complaint
Date:10/04/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please see attached detail files also.
On September 5 2022 on the 78 freeway westbound I was driving my 38 foot RV and the two wheel car dolly was hooked up to the RV and my Acura TL front wheels were sitting on that dolly. The car dolly passenger side tire blew out going about 60 miles an hour and and I had to try to safely maneuver the large RV while towing the Acura TL to a safe spot. The tire completely blew off and the Acura was sitting on it and basically I was driving only on the remainder of the wheel.
I called AAA and told them I needed to get vehicle home which was strapped to my dolly. I was told I had no coverage so I asked for manager and they never came back. I called AAA again and this time I was told there senior manager that day had tagged me as having no coverage at all and nothing could be overridden until the next day.
So I basically was left stranded on with a 40 foot RV towing another insured car which was close to 50 feet in length.
On probably the busiest day of the year Labor Day and a very busy bumper to bumper freeway.
Please detailed file because it is too large to send this way.Initial Complaint
Date:10/04/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is for their roadside service at phone number
************. Its not necessarily the santa ana office. We have AAA insurance and my wife had called for a tow to a local shop to have tire fixed. She had called approx. 9am on 10/1/22 for tow service. Throughout the day, there were 4 calls made to both AAA and the towing company wind and sea towing. She was lied to several times on the time that they would be there by both AAA and the towing company. The last phone call around 430pm they said they could have someone out within about 30 minutes. We denied at that time because the tire shop was closing and we didnt want our car left there overnight. So my wife made an appointment to have the car towed on sunday morning at around 9am. Again, she was told they were on their way and was lied to. She had also told them the night before by AAA that she did not want that towing company, wind and sea towing, to come out because of the problems on saturday. AAA had made the appointment with them anyway and again, they did not come out. After a day and a half, she finally cancelled the towing request and we figured out how to get the car down to get repaired. This is very poor service from both Wind and Sea Towing and AAA. When I callled to make a complaint to AAA, I was basically blown off with fake apologies and no cure for resolution. I have no idea why AAA is even contracted with this company and was told after so many complaints, they will drop them as a contractor. There are several complaints about them all over the internet about their poor and rude service ripping off both the insurance company and the consumer.Initial Complaint
Date:09/28/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
9/2/22 @ 9pm contacted AAA roadside service for dead battery in ****************** parking garage. Spoke to live agent who said tow company had been assigned, would arrive an hour later & we would get text updates. NO SHOW, NO TEXT MESSAGING WITH UPDATES, NO CALL BACK FROM AAA. Called AAA roadside assistance again @10pm sat on hold 45 minutes. We were told the tow company canceled and AAA was unable to find a service provider but would keep looking. Then started getting text messages from two different AAA agents ******************* re. our situation. Still no service provider available. Advised them we felt unsafe alone in the parking garage late at night. They connected us to airport security but call went to voice mail & no security within sight. AAA agent said would call ********** Police but no one responded. We were not safe in that parking garage, alone late at night! As senior citizens abandoned by AAA roadside service, we made the decision @ 11pm to take Uber home. AAA was notified. We filed a AAA reimbursement request for cost of Uber plus additional 1 day parking. AAA ERS ******************** acknowledged our request & said should receive a written response within 14 days. That has not happened. Attempts to contact by email and phone have been ignored. We have 28 years of AAA membership. Membership #***-004-812-560-6768. Assigned case # *****.Business Response
Date: 10/06/2022
Response offers apology and provides a refund of out of pocket expenses. If you have any questions, please contact ************* at ************.Customer Answer
Date: 10/07/2022
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:09/22/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good Morning!
Hope this e-mail finds you well, I am needing assistance with my issue below the tickets had been extended till the end of this year. However due to medical issues we are not able to travel, I've reached out to American Airlines for a refund since we didn't book directly with them they've asked I contact my travel agent for the below.
I request a refund of the below credits due to unable to travel. We have since moved to Texas, the booking of this trip was done @ the Valencia Office ( Santa Clarita). Unfortunately I am unable to be on the phone/hold at work.
Please escalate if required for approval.
AAA Member #: *** *** **********
American Airlines Ticket credit numbers:
************** *******, Mr Joaquin A – $335.20 credit. Book by Feb. 4, 2022
************** ******** ** ******** W - $335.00 credit. Book by Feb. 4, 2022
I've sent James ***** Branch Manager * ********* ****** & Jonathan **** Regional Manager and haven't received a response. Looking forward to a resolution.
.
Thank you
******* *******Initial Complaint
Date:09/22/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
At ****pm, on 24 August 2022, I called for a tow for my *** 528i. The issue was engine oil in the coolant tank. The engine had not been started at this point, so no leakage had occurred. I was contacted by *******************. They confirmed that the driver could enter my drive way to tow the car, in order to avoid starting the engine. I had all my neighbours move their cars to provide access.The tow truck driver arrived and refused to enter the drive-way. Ultimately, he insisted the car be moved to the road, which involved turning the engine on for about 2 - 3 minutes and pushing the car 30-40yds to the edge of the drive-way, which in turn caused the coolant tank to pump the engine oil. I called Carmel *** to complain about what had just happened. The (different) representative was just rude and said she would cancel the tow and finish the call. My car was left blocking the side walk by the tow company. I had to sit in it to avoid it being towed by the city. I was in my car from 3.00pm - *****pm, on an 80?F day. I was told a tow 'was coming soon', for that whole day. Finally, at *****pm, I was told that no tow was coming. My car had to be restarted and pushed back into the drive-way.I received a tow the next day. Complaint# ***** was filed and I was promised a call within 10 working days. I never received one. I followed up on 09.09.2022 and was again promised a call back. I was given Complaint ref# ******. Again, no call, or email was ever received.I am, of course, disgusted by my experience with AAA. I am seeking $97.90 for the cost of a radiator hose, which my garage advised could have been avoided, had the car not been started for those periods of time. There was no reason for Carmel ***, not to enter my driveway.I have read the regulations from the AAA CA Member guide (Page 3, **************************** Page 4, 'Service limitations'). The only limitations to entering driveways is if they are inaccessible due to being snowbound, or flooded. Mine was not.Initial Complaint
Date:09/22/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last year, I bought a battery from AAA. Recently, the car began having difficulty starting. I called roadside service to help me out. In fact, the battery failed so often that I had to call them many times. In fact, so many times, that I had gone over the limit on my service visits and had to pay $90 each time they came (3 times). Each time, the servicemen charged my battery and assured me that there was nothing wrong with it and that I didn't drive it enough. Eventually, I took the car to my mechanic and he found out the battery was faulty. I have contacted Triple A but they have only sent me a Battery Reimbursement Application. I would like them to reimburse me for the trips I paid for as well. I no longer have the receipt for the battery I purchased from AAA, but I believe it cost about $187.Initial Complaint
Date:09/19/2022
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a flood in my condo. It now needs major work done, tear down walls etc. my claims adjuster has been rude, I’ve asked for another adjuster and was told no. Now no one returns my callsInitial Complaint
Date:09/16/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a AAA member for 4 years. Ever since the pandemic, the company has plummeted in customer service. February 15, 2022, I called AAA for a tow. The company forwarded me to a partnered company who was extremely unprofessional and refused to tow my vehicle (They were very young female receptionist laughing and hanging up in my face) Calling AAA again, they called THE SAME COMPANY to assist me. Purposely delayed, they FINALLY came with a tow truck, but yet they claimed he was "unable to tow my car" due to the bed on his vehicle. The Next day, I had to uber back to my car, and I received a ticket on my car ( because my car wasn't able to move before street cleaning) and I called AAA again, asking for a tow but to reach out to a different company. Four hours in, they were STILL unable to find a tow truck for me, so I had to call outside of my membership. This literally took an hour. The tow truck arrived in THE SAME BED that they refused to tow my car in the day before. AAA said if I called a tow truck out of my membership, they will be able to reimburse me of my tow and that this will not be a mark to my membership. I filled a reimbursement application on February 24, I have not received my refund. I have been calling SINCE FEBRUARY inquiring about my refund and they always refer me to a number ************. This is a DEAD LINE. As soon as you call it says the inbox is full and to hang up. I reported this to over 12 supervisors who has no idea what else to do. They keep referring me to the number and say they can't help because everything is automated. I even called to request another Tow (knowing I have 1 left on my membership) and they REFUSED to assist me, because they is a refund in the works and that I used all my tows up for membership. This is false. I've been reaching out for 7 months and they claim there is no one else higher than the supervisor I'm speaking to, and visiting a branch would not help solve this matter. I do not know where else to turn.Initial Complaint
Date:09/16/2022
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello BBB,
A little over a month ago, we learned that there was a "tow" which occurred on our AAA basic account on May 25th of this year for a "1950 Toyota Prius." Such a model doesn't exist, so they said it was likely a digital error and a mistake on their end. We never had any tow or called AAA during this time and we do not own any sort of Toyota Prius, nor do we know anyone with one and we never lent out our cards or gave anyone our information. We have been making phone calls to try and get it removed from our record. On two prior occasions we contacted AAA and were told to expect phone calls from a supervisor to clear our record, first a week or so after our first call and for the second call we made, five business days later. These calls never occurred and while the tow was in the previous term and doesn't affect our current tows, we still do not want false information on our records and would like this interaction removed as soon as possible. We sent an email to the customer service department this Monday, still no response.
We would like this resolved as soon as possible.
Thank you.
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