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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:02/03/2025

      Type:Order 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.
      My family and I have been members of the ********* since 1948. During that time, no one in my family was ever late with a payment. My driving record has been exemplary. My annual ********* insurance payment is due on January 14 each year. Ive always paid it immediately in one lump sum. At all times, Ive tried to be a responsible customer.Nevertheless, recently, my ********* policy was abruptly cancelled.The first letter I received, announced the reason. Presumably, I hadnt returned a form deleting my partner, ***** *********, from my policy as an alternate driver. I was further advised that my failure to respond had resulted in a substantial increase in the hazard I was inflicting on the *********. Here are the facts:1. I never received ANY form of that nature in the first place.2. I never wanted ***** on my policy. I only agreed due to continuing pressure to do so from the Auto ******* problem. I called and asked that the same form be sent again. The ********* promptly sent Form 2184 in the mail, which I duly signed and returned.Several weeks later, the ********* *** told me that they had not received form *************************************************************************************** the pre-addressed envelope that had been provided. The ********* *** was very polite and helpful. She told me that I could delete ***** from my policy by signing a form shed email me. The form came as promised, and I signed electronically within minutes. The *** stated that everything was good to go. My policy would be reinstated--probably that day.I called again last Friday, January 17. A different customer ***resentative said that nothing had been decided. She couldnt tell me anything about my policy. I told her that my insurance had expired and I really didnt want to drive with no insurance. She had no answers for **** would like my insurance policy to be renewed.

      Business Response

      Date: 02/10/2025

      Prior to the expiration of the ********* policy term, our *********************** noted that ***** ********* is listed on your membership as someone living at the same residence. Our Underwriting guidelines state that all regular operators and household residents, age sixteen or older, must either be rated or excluded from coverage on a policy. As such, on 10-04-2024,you were sent a letter titled Action Required for your Automobile Policyrequesting that ***** either be excluded from coverage on your policy or added as a rated driver. We understand that during this time you had signed and mailed the Exclusion of Designated Person Endorsement to our offices, but we had not received it. Since the requested document was not received, an additional notice titled, Notice of Nonrenewal and Termination of Insurancewas sent on 12-12-2024, which stated that your policy will be nonrenewed at 12:01 A.M., Pacific Standard Time, on 1-12-2025. You spoke with an insurance representative  on 1-15-2025, requesting that the automobile policy be reinstated, at that time an Exclusion of Designated Person Endorsement was obtained by the representative.  The following day, our *********************** received the reconsideration request, and renewal was offered for the ********* policy period with a lapse in coverage.  Our *********************** located the original signed endorsement, and renewal was then re-offered with no lapse in coverage. In addition, we have extended the renewal bill due date from 1-12-2025 to 3-19-2025. ****** **** spoke with you on January 22, 2025, to address your concerns and inform you that renewal was offered. If you have any questions,please feel free to contact us at **************.

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Received letter from ********* to submit mileage for insurance. Submitted it. Was told I would have to go to office to have it verified. Went to *************** in October, their **** who acted annoyed that she had to do this, took picture of mileage. At that time it was in the ***** range. Shortly after received another letter to submit mileage. Submitted mileage by mail again. IN December another letter for mileage. Submitted it online. On December 28, 2024 received email from auto club that my mileage was already submitted, no further action required. Today I received my policy renewal offer and my mileage discount has not been applied. My car only has a little over ****** miles on it. I want my mileage discount applied to my renewal.

      Business Response

      Date: 04/04/2025


      Following your inquiry, we conducted a detailed review of the policy file. According to our records, at the inception of the policy, the odometer for the 2017 ***** Accord was ****** miles. Every year, we ask our insureds to provide an updated odometer reading to take advantage of the Verified Mileage Discount. An Automobile Insurance Renewal Questionnaire was mailed out to you, and the questionnaire asked for an updated odometer reading for your *****. The answer provided was ****** miles, which was lower than the odometer reading that was provided at the inception of the policy. Because of this, the system did not accept the odometer reading, and subsequently, two additional questionnaires were sent out. Because the system was unable to obtain an acceptable odometer reading prior to the renewal of the policy, renewal was originally offered without the Verified Mileage Discount. However, on January 20, 2025, you spoke with a representative, and the situation was rectified, and renewal was offered with the Verified Mileage Discount. Should you have any questions, please contact ******* ******* at **************.

       

    • Initial Complaint

      Date:01/31/2025

      Type:Delivery 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 January 30, 2025, AAA charged my account $186.00 without my authorization. The company was scheduled to charge me on February 5, 2025. I tried to manage my account; however, I get an error message. I am trying to remove household member (******** ********) from 2025 renewal. I emailed the company the same day and have not received a response.

      Business Response

      Date: 04/04/2025

       

      Mr. ***** ******** made an attempt to contact you but was unable to reach you. As a follow up to the telephone conversation between Mr. ******* and Mr. ****** we are pleased to have been informed that his concerns were resolved to his satisfaction. If you have any questions regarding this matter, please contact Mr. ******* at **************.

       

      Customer Answer

      Date: 04/04/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* *******

       

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      AAA used to be a company with a great reputation, however, their cancellation process is so opaque and ridiculous that there is no other explanation other than that it is purposeful. Directions telling me to go to this area or that area of their website to cancel my membership or update my card lead nowhere. I can, however, renew my membership very easily! I hate phone calls, but okay, I tried calling multiple times. Four times the call disconnected before I could even reach a person. Okay, try email. Clicking on "Contact" yielded nothing but the exact same number. I even tried ChatGPT to help me find out. It's ridiculous. I do not want to renew my membership and now my entire lunch break is gone. I just wanted to pause for a year or so while I settle into a new house, but I absolutely will never use this service ever again.

      Business Response

      Date: 01/24/2025

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

      Business Response

      Date: 02/28/2025

      We do not find a membership from the information provided in this complaint. Please provide a 16 digit membership number for review and response to these matters. You may call ******************* at ************ for assistance.

    • Initial Complaint

      Date:01/09/2025

      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 walked into the branch location in ********, On **************I was going to pay my registration and ticket fees to get my tags and 2025 registration, and I was told that I was no longer a member.They couldn't tell me anything at the reception desk. So I had to speak with an agent upstairs, and they began to tell me that there was miss conduct done on my behalf, which is untrue. The agent **** could not tell me anything to support AAA canceling me with no valid sufficient reason, other than misconduct.Triple-a had to phone numbers that I did not update, which meant someone else had access to my account, which also meant that triple-a conducted business. With someone who wasn't me. They wouldn't give me any information regarding how those numbers got on my account nor any information of what the misconduct was. My uncle and I was members for 33 years. So while of a sudden, now, would I do anything to discred it this 33 year relationship? Something fishy is going on and I want to get to the bottom of it and be reinstated. Again, there are to phone numbers that have been updated to my account and not by me, which means something for she is going on.

      Business Response

      Date: 02/04/2025

      The membership was cancelled for misconduct. In December 2024, the former member had requested another copy of the cancellation notice and we sent a copy. The former member had also inquired about the appeal process. The appeal process in noted in the cancellation letter we sent. The former member can follow the appeal process for further information.

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,Ive been a AAA auto insurance member for many years, in both California and ********. Unfortunately, I needed to cancel my policy and requested a *** to prove that I had insurance coverage from both AAA MO and AAA CA. It was incredibly easy to get this from MO and when I called AAA in ** in December I was told Id have it in two weeks or less via email.I recently called AAA CA only to be routed to MO twice and when I finally got to AAA in Southern California, I was immediately transferred back to the automated main menu without any rationale or heads up (3rd time). I finally reached a wonderful woman after the fourth transfer who confirmed that the AAA agent received my ***, but had not emailed me the letter. She tried to reach out to the agent, but a full day later I still do not have the ***. She restarted the request to get the *** herself so she can send it, but this can take 7-14 days. It doesnt make sense that the *** has been generated, but no one can send it to me. At this point I need an *** from AAA CA ASAP otherwise my new insurance premiums will increase nearly $1,****** CA policy number is was: CAA099649026

    • Initial Complaint

      Date:01/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Homeowners insurance policy with AAA back on 2017 at the same time I purchased my home.I also got at the same time auto insurance for my youngest daughter.The problem is that they put my youngest daughter's name on the homeowner's policy and this was not correct. I noticed this recently and requested this correction due to my oldest daughter and I are co-owners. They requested the deed at this point (which is dated back in 2017).At this point they refused to correct the name and want to cancel my policy. This is a big problem because due to new regulations they are not able to write me a new policy for my property.

    • Initial Complaint

      Date:12/23/2024

      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.
      In Feb of 2024 I updated my banking information. The information was not saved on AAA end. I called 12/18/24 to get clarification on why the membership was cancelled. Spoke with 3 different people ,which the last one was no where helpful. All ******* wanted to do is discuss it cancelled in April. While trying to explain she is over talking & saying hmmm . I asked to be transferred to someone else since she was incompetent of understanding what I was saying & wanted to focus on the plan being cancelled in April. My question is why did it cancelled if I stayed on the phone with *** in feb to go through the process, which I had to listen to a prerecording about auto pay . Asked for a supervisor & was left on hold for a hour

      Business Response

      Date: 12/19/2024

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

      Business Response

      Date: 01/16/2025

      Our records reflect the complainant spoke with our staff and was advised the membership was cancelled due to non-payment. When we advised we did not receive a payment, the complainant started cursing at our staff. We will not engage in further contact with this complainant due to her profane and demeaning language.

    • Initial Complaint

      Date:12/16/2024

      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 purchased uninsured motorist insurance from AAA. I was hit in a hit and run and AAA is refusing to honor my policy. I want a refund for what I paid in uninsured motorist coverage since the start of my policy

      Business Response

      Date: 01/22/2025


      We understand that you request a refund of your Uninsured Motorist coverage as you feel we are not honoring the terms of your Members Automobile Policy. As discussed with your Claims Adjuster, the policys Uninsured Motorist Deductible Waiver coverage does not apply to this loss as the identification for the other driver or vehicle is required in order for that coverage to apply. Your Uninsured Motorist Bodily Injury coverage may be applicable but it is our understanding that you were not injured in the loss. We are honoring the terms and conditions of the insurance contract and regret we are unable to honor your premium refund request or apply the Uninsured Motorist Deductible Waiver provision to this loss. If you have any questions, please contact *********** ******* at **************.

    • Initial Complaint

      Date:12/15/2024

      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.
      Cancelling my homeowners policy after 27 ywears of continued coverage for no reasom

      Business Response

      Date: 01/08/2025

      Following our receipt of your correspondence, we conducted a detailed review of the policy file.  Prior to the expiration of the ********* policy period, our *********************** reviewed your insurance file and determined that the homes proximity to brush is unacceptable. According to our current Underwriting Acceptability Guidelines, residences that are located within 500 feet of any brush fuel line area measured from all four directions are unacceptable. Since the home falls under this criterion, it no longer qualifies for coverage through the Exchange. On December 5, 2024, you were sent a Notice of Nonrenewal and Termination of Insurance which advised you that the policy would terminate in its entirety at 12:01 a.m., Pacific Standard Time, on February 25, 2025, due to the dwelling being in an area with a high brush fire exposure. The notice also provided reference to the California ********************* and the Auto Clubs insurance agency to assist you in obtaining insurance coverage elsewhere. ****** ********, Underwriting Lead, attempted to contact you by phone on December 24, 2024, and left a voicemail. Should you have any questions, please feel free to contact ****** *****, Underwriting Manager, at **************.

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

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