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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:08/22/2022

      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 ******************* a member of AAA 43 years reporting. My nightmare AAA I was referred from supervisor ********************* of AAA ****************** facility in *************** california as a good aaa approved repair shop I reluctantly agreed. To have my 95 ***** engine rebuilt spending $ ******** new rebuilt engine that too 5 months to rebuild in 2020 I have spent additionally close to $ ******** with aaa chendo approved repair center AAA supervisor ********************* has told me. I AAA will not honor transferring my 2 year ********* miles warranty to another AAA. Approved repair shop or dealership Apriced AAA garage My. 95 ***** camarrow breaks down 1 x per month sometimes 2 times AAA told me if I dont trust chendo I should. Take it somewhere else out if pocket chendo s very nice polite but dont feal good taking my car back there asked ********************* please let AAA transfer the warranty to another dealership Approved AAA AAA deleardhip told cant be done Ive had ongoing nightmare trusting AAA I need your help I have cardiac heart issue this nightmares caused me great emotional. Stress Renting car rentals. Cost if Ubers Lyfts with ***** camarrow constently breaking down. Im asking for help ********************* said AAA would refund me $ ****** having my car. Inspected by *********************** hills 4 months ago AAA never reimbursed me *******************

      Business Response

      Date: 09/01/2022

      We connected with ************** and reiterated to him that the warranty cannot be transferred, though there are other resolution options,and he is open to discussing those further. He will send us some additional documentation for review and we have an appointment to speak again.

    • Initial Complaint

      Date:08/19/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      8/13 (Saturday) I went online and bought 6 driving lessons for my teenager to use after school and on weekends. After purchasing, I found that AAA did not offer any lessons for after school or on weekend. I only found one for one month later, and I needed one per week starting immediately. I called AAA and was told that I had to call during the week. They did NOT tell me I had 3 days to get a refund. Since it was Saturday, you would have thought this would be important for them to tell me since the weekend would be 2 days.

      8/15 - 8/ 18 I went online again to see if new classes had opened up for after school or weekends, and they did not.

      8/19 Friday, still no classes had opened. I called AAA and spoke to "Ally" and asked for a refund since I can not find any classes for my teen to take after school or on weekends. She needs 6 classes to start immediately for weekly classes and they only had 1. She said they would charge me $75 to get a refund since it had been more than 3 days. I did not see this cancelation policy on any email that I received or on the website.

      I have been with AAA for 24 years. I requested a full refund of $409 since I can not use this service. She said she would send the request to management. I asked for a direct line to management and she did not have one. She said they will review it.

      I need the full refund of $409 so I can sign up for classes with another school that can accomodate the schedule of a teenager in high school.

      Customer Answer

      Date: 11/03/2022


      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:08/18/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was involved in an car accident with the companies insured and it has been an absolute nightmare trying to get my car repaired. Lack of communication and action has caused this claim to take way longer because of the unprofessionalism. I’m just trying to have my car repaired and this is an absolute disgrace that a company doesn’t take care of business but claims to provide superior customer service according to their voicemails. I just want my car repaired.

    • Initial Complaint

      Date:08/18/2022

      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 was scammed into thinking I would received a gift card for getting auto accident quote. After completing the whole process for the past six months I received the same “we are reviewing your reward and will be sent” which ultimately got ignored after following up on status. They retaliated by stopped sending me emails on marketing etc and blocked my login credentials.

    • Initial Complaint

      Date:08/07/2022

      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.
      Initially there was a call placed to service a lock out of vehicle on June 19 , later a service worker from AAA came out to service. While service provider was there , they placed an air wedge between the car window and the body in order to use stick like tool to unlock vehicle . after multiple attempts to unlock and was unsuccessful he proceeded to inflate the air wedge again and began to try and pick up my vehicles keys that were in the drivers seat , as he pulled towards space made between door and vehicle , they did not fit through opening . he proceeded to inflate the air wedge again and pulled keys out that were attached to several charms and serval keys. in doing this charms were broken off . about a week or two later , vehicle was taking through drive thru was where water began to disburse and come into vehicle in the same spot that that AAA service worker put air wedge in. Called AAA same day to report damage and was told that they were not liable since a third party serviced my vehicle. I initially had been been speaking to Kelly in member retention to facilitate communication between myself and the company AAA sent out to service my vehicle. Was told by Kelly they would get in contact with me . I called weekly to Kelly informing that they had not go in contact with me. Was Contacted by Preferred Towing the company that service my vehicle finally on August and spoke to Cliff and was told to send pic s and a pick up time and date so that the damage could be prepared . Sent a text to Cliff with pictures and pick up time for August 5th at 10 am , not only was the vehicle not picked up Cliff stop responding to messages regarding not picking up vehicle or setting up another pick up day or time. As of yet issue has still not been resolved. AAA has not contacted me in regards to damages nor has Preferred Towing

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filed a claim ************ for an incident dated 05/22/2022 with my insurance provider, Automobile Club of Southern California.

      The agent assigned to my case took the claim information and did not respond to my emails, calls, or voicemails for approximately one month. I contacted the agent's supervisor, and have not received any response whatsoever from the supervisor to this day despite numerous attempts to contact them via email and phone.

      My agent then responded with a single email that provided no information other than the email address of the agent for the other driver's insurance company. Since then, I have not received any contact or response from my agent whatsoever despite numerous attempts to contact them via email and phone.

      Neither my agent, nor their supervisor, nor anyone through any correspondence from my insurance company, has provided me with any information regarding the claim, save for the email address of the other driver's insurance company. The other driver's agent has ceased correspondence entirely.

      I gave ample warning to all involved approximately a month ago via multiple emails in no unclear terms that, if I received no service whatsoever despite paying a premium for that service, I would aggressively seek out all alternative avenues for recouping damages and righting the numerous stresses caused by this appalling service.

      I seek a complete refund of the fees paid for services not rendered starting the date of the claim, as well as the claim to be settled immediately. The quality and speed of the company's response from this point forward will determine whether or not I continue with them.

      I also request that the claim be handled by a different agent than the one currently assigned. The new agent should not be supervised by the same person as my current agent.

      Finally, I believe (but do not demand) that the agent involved, as well as their supervisor, should receive re-training and evaluation.

    • Initial Complaint

      Date:08/01/2022

      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.
      Been a member for 4+ years, Filed a claim 6/15/2022 auto theft it is now 8/01/2022 ive had to go and do adjusters job such as track down where vehicle was towed and stored, take pictures of the vehicle email to adjuster, then i was asked for phone records etc which where "NEVER RECEIVED" had to sign forms at AAA office in front of AAA employee also never received by adjuster employee never interoffice/emailed to claim adjuster never got an update on what happened as he was on vacation , other forms they were emailed/faxed but NEVER RECEIVED took them 14 days to notify me paperwork was never received i called email never a response and when they did finally answer oh adjuster will call you at end of day, and when i finally spoke with adjuster all he did was insinuate myself or family member had stolen my vehicle (just tell me who did it ) very unprofessional and very discriminatory as if this isnt hard enough to deal with such a violation of privacy its unexplainable what emotions a person goes through dealing with a theft the stress of being without transportation is one thing to stress about then being accused of such absurd thing.
      then 7/20/2022 son car stopped on fwy called roadside assistance first thing asked ARE YOU IN A SAFE LOCATION no he was on actual fwy lane unable to move to emergency lane after so many questions they were supposed to send tow truck and contact 911 nobody showed after 30 min thankfully ROADONE pulled behind him and helped my son as he is being helped AAA finally calls him asking for location they never showed up I've called to file a complaint all they do is take information and assure someone from there office will reach out again its 8/01/2022 NOBODY HAS REACHED OUT WHATSOEVER but AAA Insurance Company has a strong financial strength rating, receiving an A, or Excellent. HORRIBLE EXPERIENCE VERY DISSAPOINTED

    • Initial Complaint

      Date:07/27/2022

      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.
      On may 1 my daughter and I called AAA for roadside assistance. Her truck had broken down on a rural country Road. I went and wanted with her we were on the side of the road for over 3 hours with no bathroom around (which of course we had to go) no one ever came and they never even dispatched anyone. So we had to leave the truck there. The next day we called again and they were very sorry on the phone and said they would meet us there at 4. (I had to leave work early which was annoying because it should have been handled on Sunday). We got there at 4 and waited again for hours and no bathroom around. Once again no even dispatched someone to us. Even though we made and appointment first thing in the morning to meet at 4. After waiting for hours I called back and they let me know if I paid for the tow they would promptly reimburse me. The tow truck was there in 20 minutes. Our tow truck driver said “most tow companies had dropped AAA because it was too hard to get paid by them” which is exactly what I’m experiencing. They left a minor on the side of a rural road at night for multiple hours and that’s wrong. I never canceled the call with them and at 9:30 at night on Monday the 2nd a man from a tow company had finally received the call for the tow. Even though we call first thing that morning and made an appointment for 4 pm That would have been 6 plus hours if we actually waited for them. I called the complainants dept and let them know how disappointed I was in there service and they said someone would call me back to speak on that experience. No one has ever called me back. The next day we filled out all Necessary paperwork to be reimbursed and emailed them. They have never responded to our emails and never called back. I have called them multiple times to try and talk to someone. No one has been able to help me and usually puts me through to a supervisor who’s voicemail is full and hangs up. I out of resources to get our money back at this point.

    • Initial Complaint

      Date:07/21/2022

      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 paid out of my ***** Fargo Checking account, now located at the Little Tokyo Branch in *********** California for a 3 year membership and full coverage AAA insurance. When my car was stolen , I filed a claim. The people on location at the ******** Office refuse to help or pay me. They would'nt even advise me. The lapd refuse to give me my car as well. I ask them to tow it on NewYears so I could be safe and sit in it. All they said was I do not have money. Like this ********** GET OUT!!!!

      Business Response

      Date: 08/02/2022

      You filed a theft claim on 2-19-2021, for your 2006 ******* You advised your claims representative that you had your vehicle towed to a parking lot located on ********** and *********************. in ***********, ** and the vehicle was subsequently stolen from this location.  On 2-24-2021, we were informed that the vehicle was discovered at an impound facility. We reached out to you to inform you of this information and advised you to follow-up with the *********** ***************** in order to determine the location of the vehicle and to retrieve it. On 3-02-2021, our staff contacted the *********** *****************, who advised that the vehicle was not stolen, but had only been impounded on 2-18-2021, for being parked on private property.  They advised where the vehicle was towed to and you were provided this information. It was the position of the Automobile Club that a loss or theft to the automobile as defined by your policy had not occurred. Our determination was based on the information available to us and remains unchanged. You mentioned concerns regarding payment of a 3-year membership and insurance. Our collections department indicates that they have been unsuccessful in reaching you to address a balance due on your cancelled membership.  The balance due of $235.65, has now increased to $358.78 and the matter has been referred to an outside vendor for handling. You have the option of contacting our internal team at ************** or AWA *********** at **************. If you have any questions, please contact ***************************** at **************.

    • Initial Complaint

      Date:07/20/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday 7/15 I phoned to update my membership and get a tow. I was told that in order to get same-day towing I needed to pay 77 dollars in addition to the membership fee. I paid with a Bof A debit card. However once AAA got the money I was transferred multiple times, left on hold, hung up on, and simply lied to for a course of 5 hours. I ended up stranded at the location with my kid and had to take uber to ******, ** to *********** where I live to rent a car. Now when I try to get a refund on the payment AAA does the same thing, transferred to full voice mails, left on hold, and hung up on. Totally unprofessional and not helpful to my situation. I still have not received a successful tow today. Classic Upgrade to Plus or Premier, or manage membership Member # : 620 004 **********

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

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