Complaints

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

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• 

  Automobile Club of Southern California

  PO Box 25001 Santa Ana, CA 92799-5001

• 

  Automobile Club of Southern California

  499 N El Camino Real Encinitas, CA 92024

• 

  Automobile Club of Southern California

  137 S Las Posas Blvd #154 San Marcos, CA 92078

• 

  Automobile Club of Southern California

  2987 Jamacha Rd #A El Cajon, CA 92019

• 

  Automobile Club of Southern California

  PO Box 25430 Santa Ana, CA 92799

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.

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  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 requested towing for my friend's accord. AAA and falcon towing will not tow it 4 miles because the registration is not current. The customer service person fabricated that I am purchasing the vehicle. I have had AAA for 20 years and have never heard of such a thing. The supervisor at falcon towing left me on hold for 20 minutes and refused the tow also. He never called back. The service of both these entities is abysmal. The AAA app has gotten the address wrong
  I have submitted previous AAA and falcon towing for leaving me for 2.5 hours in harbor city after they texted that the truck was on the way.
  The driver said they sent him to dinner after the text that he was coming. Very poor service by both entities. If registration is a contract parmeter it should be on the paperwork for renewal. The paperwork sent says that I do not need to own the car to use the service.I am paying for customer service, timeliness and a tow, none of which I received. I have called and complained previously to AAA and no one ever called back.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  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.

  On 9/07/2022 at approx 2:30 pm my 16 year old son’s car broke down in Valencia Ca. The outside temp was over 100 F. He called your company for assistance and was told it would be an hour and a half before a tow would arrived. I reached out to your company mult times explaining he wasn’t in a good area and he is a minor in need of help. I kept getting the run around by your employees. I was told they were super busy and no tow trucks were available. The ETA for a tow kept getting pushed back until finally at 6:30 pm a tow truck arrived. When the driver arrived we told him how long we had been waiting (4 hours) and the explanation we were given. He was surprised that we were told there were no tow companies available. He explained he was incredibly slow. So slow he and another driver went to lunch at 4:30.
  This is completely unacceptable. I am not sure if it is just a failure on your employees part or an attempt by your company to get out of your contractional duty to provide a tow within a timely manner. I’m very angry by how your company failed to protect my son. I am a firefighter and was on duty and thus couldn’t respond to my sons calls for help. This needs to be resolved !

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  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.

  AAA member for over 25 years, and I have received fair and prompt service, for the most part . The way I was treated on August 7, 2022, made me think twice about remaining a customer of AAA. I am demanding restitution for the inconvenience and loss of use due to waiting over eight hours for a tow truck that never arrived. It was necessary to pay out of pocket that occurred on August 7, 2022, because Automobile Club of Southern California failed to send a tow truck to tow my friends 2015 Toyota Prius C after waiting over eight hours since the initial call and making multiple calls.
  Here is the timeline of events that transpired prior to calling a private tow company.
  12:10 pm placed initial call to AAA roadside assistance to request a tow from LOBO Group Campground to Hemet California. A 45-minute estimate was provided for tow truck to arrive, and I received text stating arrival time.
  12:40 pm Roddy of Wind and Sea Towing called me and advised wait would be about 2-3 hours. I agreed to this revised wait time
  2:21 pm, I called Wind and Sea towing to obtain a more accurate arrival time. Roddy rudely advised that Highway 38 was closed, and they cannot send a tow truck using an alternate route. He then told me to call AAA to follow up.
  2:23 pm, I called AAA roadside assistance and the call dropped after 18 minutes or I was hung up on.
  2:41 pm, I called AAA roadside assistance to find a tow company and it took an almost 25 minutes to speak with a live operator. When I finally got through to an operator, I advised what Wind and Sea towing cannot provide a tow and the towing company did not even call to advise of the cancelation. AAA operator apologized and said they needed to contact dispatch to find a tow. Then the called dropped or I was hung up on.
  The rest would not fit in form...
  A. Provide a 10 % discount on my insurance premium
  B. Refund me for the annual AAA plus dues
  C. Provide a voucher for a dinner for 5 people to a nice steak or equivalent

• Initial Complaint

  Date:09/10/2022

  Type:Product Issues
  Status:

  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 purchased a home in Apple Valley Ca May 2022 and selected AAA to service my policy needs. My home was purchased under VA and had a stricter process than other loans. AAA and myself caught a clerical error my address and submitted the correction. My rep informed me that the old policy would be cancelled because a new policy would be issued. In addition, my rep informed me that she will ensure my additional discounts would apply due to not being applied to the previous policy. Moving forward, I received a cancellation notice for my homeowners and earthquake policies. I was informed I would receive them so I didnt give it too much thought but opted to log into my AAA account just in case. I was SHOCKED to see my home and earthquake insurance removed and immediately contacted my rep. My rep informed me that the underwriter pulled some photos from an unknown source that showed a hole in my front yard with a caution tape around it. I was aware of that photo of the septic tank and that was cleared, which allowed us to pass VA inspection and appraisal. My rep asked me to send in photos as of today and I went outside took photos and sent them over to AAA as instructed. I also expressed my dissatisfaction that AAA ONLY sent cancellation notices and didnt make a phone or email attempt to contact me regarding the photos they had of my property. Im being told that my policy will be cancelled Oct 9, 5 months AFTER I purchased my home.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  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.

  AAA Member No. ************
  I submitted a request stating I needed a detailed copy of the notes that was taken on 07/17/2022 so I can give to my car insurance company. I spoke to a representative on Sunday 07/17/2022 around 9:00p.m. and reported that I was on the 10 west fwy in the fast lane and a big boulder hit underneath my car all my sensors came on something was dragging underneath my car which caused my car not to accelerate or drive. It was very dark and you couldn’t see the boulder until the car was up close. I also explained there’s been a lot of construction work being done on the 10 west fwy. I managed to get off the 10 west fwy, I exit Sierra in Fontana. I received and email by
  Thuy Vu ERS Administrative Services on 02/28/2022 Call: 1 Location: MOTEL 6
  ***** ****** ***
  Date:
  07/17/2022
  Time:
  Problem: Jump Start/Battery
  Tow Dest: N/A Miles: N/A
  Service Charge Amount:
  9:16 PM
  $90.00
  FONTANA, CA
  Vehicle: 2018 HONDA ACCORD SILVER
  Service Charge: NO
  I called customer service immediately spoke to a representative who confirmed that on 07/17/2022 the representative who took the call did leave notes exactly what I said and told me to call (714) 885-1986 or Toll Free: 888-222-9441. I left messages and called many times no one has yet to respond.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  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.

  AAA ROADSIDE SERVICE DAMAGED MY RAV4, RESULTING IN AN $800 REPAIR BILL. I WANT TO BE REIMBURSED FOR THE DAMAGE.

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service Issues
  Status:

  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.

  Called AAA for roadside service at 1130 pm for keys locked in a car. They initially said 1240 am. Turns out the company they routed my service call to is closed until 6am. Called back twice… they say there is no one else that they can send it to. This is west Los Angeles, and they have NO ONE that is open all night??!! I am looking at dumping my car, roadside, and home insurance and going with another company since I have to pay for shoddy roadside service just to keep my insurance. Why should I pay for a service that I can’t even use when I need it??? I’m sure there is a better more reliable roadside service out there, and I am definitely looking into cancelling

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  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.

  It is extremely bewildering to reflect on the overall filth displayed on AAA end despite the high-profile brand.The first time I tried to purchase home insurance with AAA, they gave me a quote and I accepted their offer. The second time around canceled the first offer, and AAA gave me a higher quote, and I agreed despite that. The third time around, AAA underwriter canceled the entire process when I was finalizing the purchase of the home. I spent a month in h*** due to all these bizarre situations AAA formulated on their own. I have no doubt that AAA are hiring failure underwriter or THEY for that in purpose to make quick money from nothing, because all the insurance companies took few hours to accept or not accept to insure my house! These processes normally take an hour or two to complete, they are supposed to be routine, clean, and simple. What they are pulling off is a third world style chop shop operation. Now AAA send me a bill for $206 as supposed charge for their esteemed and glorious coverage for that period. Instead of reimbursement on their part for the suffering they have caused my family and I, AAA are asking me to pay ? Am I to understand that AAA gather THEIR fortune from people by running an insurance scam operating system? ON 09/02 AAA REPRESENTITIVE PROVIDED VERY BAD CUSTOMER SERVICE AND HANG UP THE ***** ON MY FACE

  Business Response

  Date: 09/13/2022

  On 5-06-2022 our agent initiated a new homeowner's policy,effective 5-09-2022 at the request of your lender, to coincide with the date your escrow was closing. Our agent submitted your application to Underwriting for review on 5-26-2022. Your original policy was being reviewed by Underwriting who corrected the cause of the loss being from an appliance to being from interior pipes for the claim listed on your Comprehensive Loss Underwriting Exchange (CLUE) report. In addition to the water loss on 4-19-2020, the updated CLUE Report listed two additional losses; a theft loss on 10-27-2019 and a Other Non-weather Related Loss on 7-07-2019. Based on the updated CLUE Report, your home no longer qualified to be insured by AAA. As a result, we mailed a Notice of Cancellation to inform you that your insurance policy would be cancelled effective June 26, 2022. The correction changed the loss to a chargeable loss which increased your annual premium. On 6-26-2022, the original policy was cancelled as scheduled. We provided coverage as agreed upon from 5-19-2022, to 6-25-2022.The earned premium for that coverage period was $216. The $10 payment you provided to initiate your new policy was applied toward your earned premium leaving a $206 remaining balance after the cancellation. Insurance Business Manager, *********************** contacted you to inform you that your home no longer qualified. *** ******* then flat cancelled the new policy and a $1,585 refund was issued. To clarify, California Insurance Code ("CIC") Section 676 permits insurance carriers to review applications for insurance for up to ******************************************** order to make corrections, acquire additional data, or notify the insured of the decision not to accept the application. If you should have any other questions or concerns, please do not hesitate to contact *********************** at *************.

  Customer Answer

  Date: 09/16/2022

  I received the company  letter which was very well put together, it contained many details including dates and numbers. This provides an impression that it was done with upmost credibility. But letter missed the most important points I mentioned in my complaint, that being your decision to cancel my policy. That decision came after gaining approval numerous times. When you canceled it, you did not notify me in due time. When I call accidentally, your co worker notified me by chance on the phone. This process of canceling my policy took over a month on your end. Meanwhile, other companies took about a day to reply with their decision. It took you a month or more to do so and you had the idiocy to charge me for that month. I do not have a problem with you canceling the policy but I have a major issue with the length of time it took to do so, as well as the audacity to charge me for your month of mishandling. Please wave the $206 dollars immediately, as you have no right to make such a charge due to your own poor performance when it comes to doing your job. You caused me much confusion, heartache, running around, and much more.
  
  
  

  Business Response

  Date: 09/19/2022

  Again, Insurance Business Manager, *********************** contacted you to inform you that your home no longer qualified., California Insurance Code ("CIC") Section 676 permits insurance carriers to review applications for insurance for up to ******************************************** order to make corrections, acquire additional data, or notify the insured of the decision not to accept the application. If you should have any other questions or concerns, we encourage you to contact *********************** at *************.

  Customer Answer

  Date: 09/20/2022

  AND AGAIN! ASKING TO WAIVE THE $206 

   

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  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.

  AAA Insurance accepted liability for an accident involving a 2003 Grey Ford Focus, which was deemed a total loss by AAA, through the direct negligence of ********* ********* insured by AAA.
  
  We were originally in communication with property damage Adjuster Ms. Bailey ******  After some follow up Ms* *****'s email address was no longer active and we soon learned she was no longer with the company. We reached out for new adjuster information but we did not get a call and email on file until August 29th. On August 31, we are then advised that AAA will only be paying for half of the total owed amount to the tow yard which the vehicle has been sitting in. My client cannot pay the rest, and it should not be her responsibility when AAA was switching adjusters.
  
  The adjuster Juan ******* who does not answer phone calls but instead responds late to emails, states it is the fault of the attorney's office for the back and forth, although again, there have been numerous attempts to reach them and resolve this matter. We have also reached out to the supervisor Ms. Jennifer Pang, with no call back.
  
  Juan ****** ******** Claims Representative
  Office ***** ********
  
  Manager: Jennifer **** Office (************
  
  Claim Number: *********
  Policy Number* ************
  Defendant: ********* *********
  
  
  All we ask for is the the complete storage fee debt is paid by AAA as it is their responsibility to do so, and for this property damage portion of the claim be finalized. As of today 09/01/2022 the tow yard is owed $2,474.00 and AAA is only offering to pay $1,100.
  
  We ask that this is made right.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  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.

  On July 22nd around 7:30 and 8:00 pm I requested a towing service to triple AAA and they send me a towing company Tony’s auto center towing company and on the process loading my car Dodge Journey on to the top of the flat bed towing truck, the towing operator drove my car and crashed to the back of the towing truck, my car’s bumper got damage and the grill very lose. After, contacted AAA and Tony’s, they agreed to pay and wanted to take the car to the body shop of their choice, which I didn’t agreed and requested to take it to my preferred body shop to repair the damages and they agreed. Now the car is fixed and they have not make the payment that they agreed to pay directly to the body shop and contacted them a day before to let them know that I was going to pick up the car the next day Thursday August 18th, my body shop informed that Tony’s was contacted to make the payment and they never answer back. On August 18 the payment was not made. To avoid to lose more money on storage fees I went ahead and make a payment myself I contacted AAA and they assured me that Tony’s will send a check the following day, which has not been done as of August 25, 2022. At the time of the incident I requested from the driver his insurance card and driver license, the driver refuse to provide his insurance card and only gave me his driver license. For this reason I am filling a complain because as of today I have not received any payment from Tony’s Towing or AAA. Please contact me to assist me to get this issue resolve as soon as possible.