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:12/06/2024

  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.

  Thanks for sharing those details. Here's a draft for your complaint description to the Better Business Bureau:"In 2023, my vehicle was stolen. The individual who stole my car contacted AAA Southern California and arranged for my car to be towed without my authorization. Upon discovering this, I contacted *** for information on the drop-off location. *** could not provide this information due to the fact that the drop-off off location was noted as unknown resulting in my inability to retrieve my vehicle. When I explained the situation, *** offered to mediate with the tow company, despite being the ones who hired them in the first place. I seek resolution for the loss of my vehicle and accountability for AAA's role in this matter."

  Business Response

  Date: 12/23/2024

   

  We extend our sincerest apologies to you for any inconvenience you encountered during this time. You requested a resolution for the loss of your vehicle. It is highly recommended that you contact the local authorities for further assistance in this matter, as they are the appropriate channel for investigating and resolving incidents involving stolen property. After thoroughly reviewing this matter, we want to be clear that we did not assist in any illegal activity relating to a stolen vehicle. The Automobile Club of Southern California provided a service within our defined guidelines as membership benefits goes and adhered to all legal requirements. In this case, the ********* provided the requested service under a valid membership by a member that advised the ********* he had been driving a vehicle that broke down on him while on the freeway and towed it to a residence of his choice where he claimed to conduct repairs. All services provided were in accordance with our established protocols. If you have any questions, please contact Ms. ********* ******* at **************.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  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.

  On July 25, 2024 we were at a doctors parking lot and the truck did not start. I called AAA for battery service. They sent a technician who said our battery was no good. The technician was a lady who said we could purchase a AAA brand battery from her. We were stranded 50 miles from home so we bought one for $218.49. One month later the truck would not start again. We called AAA battery service. The technician came and informed us that the battery was no good and he did not do battery replacements. I called several times and finally spoke to a person who said they didnt have a local AAA battery store to get a replacement. They referred me to 2 auto repair shops and they told me they did not carry AAA batteries. I called member relations and was told that the only option left was for me to purchase one from an auto parts store and that they would send me the form to request a reimbursement. On Aug 27, 2024 I purchased a battery from Auto Zone for $214.39. I called AAA numerous times because the reimbursement form hadnt been received. I finally received it Oct 2. I filled it out attached the required receipts and sent it via certified mail that same day. The letter was signed for on Oct 11. I have called at least 3 times to inquire about the refund and they have just given me the runaround. Here we are on Nov *********************** refund. I am a 74 year old disabled Vietnam veteran and my wife is 76 year old and is being treated for cancer. We have been members of AAA for more than 50 years. We used to swear by AAA now we talking about canceling our membership. I hope you can assist us with this matter before we take it to the next step.

  Business Response

  Date: 01/02/2025

  To avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service provider. Please be assured that the necessary corrective actions have taken place. You were seeking assistance with obtaining a refund of $219.49 for your AAA battery purchase. Your battery reimbursement request has been approved. We will send you a reimbursement check representing a full refund of the AAA battery purchase on July 25, 2024. If you have any questions, please contact, Ms. ****** ******* at **************.
  
   

• Initial Complaint

  Date:12/01/2024

  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.

  To Whom It May Concern, I am writing to formally express my deep displeasure with the handling of my recent insurance claim. Throughout this process, I have encountered numerous concerning issues that not only undermine my faith in AAA but also appear to violate the professional and ethical standards I would expect from a reputable insurance company. Refusal to Provide Claim Information I have requested details regarding the status and specifics of my claim, but your company has repeatedly refused to provide me with this crucial information. This withholding of claim details has resulted in frustration and unnecessary stress, as I have been left in the dark about an issue directly affecting me. Failure to Provide Policy Documentation Over six weeks ago, I requested a copy of my insurance policy. I was assured repeatedly that it would be sent to me by mail, but to date, I have not received it. This delay and lack of follow-through are unacceptable and reflective of significant negligence on AAA's part. Unprofessional and Biased Behavior I have been appalled by the unprofessional treatment I have received from AAA representatives. This includes an employee yelling at me and refusing to allow me to provide a recorded statement on the basis of what appears to be a biased and influenced opinion about me. Such behavior is both disrespectful and inappropriate, and it has negatively impacted my ability to resolve my claim fairly. Privacy Violations Through Document Requests It is also deeply concerning that AAA has requested several documents that are in no way relevant to my claim. These requests have included restraining orders, phone records, tax records, and proof of income, all of which are entirely unrelated to the matter at hand. This overstepping into personal and unrelated matters is a clear violation of my privacy, as well as the principles outlined in California's insurance regulations.

• Initial Complaint

  Date:11/25/2024

  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.

  I have AAA and broke down in the Eastern Serria's in October. I called AAA and the asked multiple times about my vehicle which has a camper wheel on the back of the truck. The mechanic they dispatched could not load the truck to extract it because of the weight. I managed to get the truck mobile enough to drive to the side of the 395 where it could be loaded onto a larger truck. I called AAA again and after waiting 6hrs, they told me my membership did not cover RVs. It is a truck with a camper wheel, not an RV. By making we wait 6hrs it was now dark. I spent the night with my wife and two dogs on the side of the busy 3965 terrified of being hit by a truck. The next day a company towed me out for $800 on a small trailer rated at ******lbs which is more than what my truck weighs. I was left to hang out and suffer because of their delay in notifying me they would not help and put my family in danger. The AAA membership is a scam.

  Business Response

  Date: 01/02/2025

   Through review of your service request, it was found that your vehicle was later identified as a pickup truck with a cab-over camper. Our membership guidelines indicate in order for this vehicle to be eligible for towing service it would have to be towed under our ** benefits, and you did not have such coverage on your membership at the time of service. Please note that although your vehicle may not be classified as an **, in order for the ********* to render this service you must add the ** coverage to your membership to qualify for the roadside assistance. We extend our sincerest apologies to you for any inconvenience you encountered when in need of roadside assistance. You requested a refund of the $800.00 expense incurred for towing your vehicle. We are unable to accommodate this request as your membership does not have the coverage needed to qualify for reimbursement. If you have any questions, please contact Ms. ********* ******* at **************.
  
   

• Initial Complaint

  Date:11/21/2024

  Type:Order 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.

  I have made repeated attempts to obtain the legal insurance policy for my condominium insurance policy. Twice by telephone, once by letter to Chief Operating Officer and once by visiting the San ******** ****** Office. The attached letter to the CEO went unanswered.The visit to the ************ office was with an insurance agent by the first name of Casy. He said he would print a copy of the legal contract for me. When I returned home and looked the document over, it wasn't the legal contract. It was only the coverage page, and various notices that I received in the mail for renewal and billing.

  Customer Answer

  Date: 12/11/2024

  I subsequently filed this complaint with the State of California Insurance Commissioner.  They have a hammer, unlike you folks.

  Business Response

  Date: 01/10/2025

  This appears to be a duplicate complaint from the member and the California Department of Insurance (CDI) received in November 2024. Our response explains we sent an email to the complainant with the policy declarations and the complete policy was mailed. We confirmed the complainant received the complete policy and the explanation of the HO32 endorsement. If any questions, please contact ***** ******* at ************.

• Initial Complaint

  Date:11/20/2024

  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.

  I have been a AAA member for couple of years and on Aug 9 2024 I made a contact at Aaa roadside assistance to request tow service .I was told on the call that I have 1 service left and is due to be renewed today being it the last day . I paid for the membership on the phone with Aaa associate . Assured that I have service . Later after month or two recieved a bill for tow service . I called the center they told me that I have an active membership and have no dues . Today I recived a collection notice from southwest collection lp with collection notice . I called aaa cust service was told the the ***resentative on Aug 9 2024 set up a new account instead of updating my existing service account on which he assured was still active. Now the *** at Aaa can't see my old service history and I am stuck .. this is ridiculous. No transparency . Aaa is setting up multiple account on customers name and accounts are being mishandled . Customers getting the hit on their credit ***ort . Not acceptable .

  Business Response

  Date: 01/02/2025

  Your prior membership ending with 8387 was expired as of January 8, 2024. We received a request for service from the adult associate, ****** ****, on January 18, 2024. Since the membership had not yet renewed, an exception was made to provide service. A bill for the service provided was generated in the amount of $100.00 along with a notice to renew the membership. The notice explained that by renewing the membership the service provided would become one of the covered calls for the next term, which would remove the bill. Notices were mailed on January 20, 2024, January 25, 2024, February 15, 2024, and February 29, 2024. **** received no renewal payment or payment to cover the call, so the membership was referred to our internal ********************** on February 29, 2024. The membership officially cancelled on April 12, 2024, as the period allowed to renew had been exceeded. Our internal ********************** shows no successful contact with you during that time, and the account was referred to our outside collection vendor Southwest Credit (SWC) on, September 15, 2024. *** communicated that you asked them for debt validation on November 21, 2024. We provided the proof of service to them the next to business them day directly validating the balance owed. *** then informed us that you paid the $100.00 balance directly to them This closed the account as paid in full as of that date. Since your prior membership ending in 8387 had expired and still had a balance due, no new membership should have been allowed until the balance was resolved. As stated previously, the opportunity to renew has passed as of 4-12-2024. The representative that initiated the new membership was correct in starting a new membership and was to collect the $100 owed in addition to the new membership dues. At this time your membership is in good standing and the prior balance owed has been accepted by ***. Based on this review, we this understand and confirm SWC has verified a deletion request from your affected credit bureaus was processed.
  
   

• Initial Complaint

  Date:11/19/2024

  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.

  16th oct 2024 police crashed into my vehicle while parked I contact AAA where **** ****** spoke to me and stated she would waive the fees of 1000 deciable. Her number ************. My vehicle when to Downtown ******* Collision 17 Oct 2024. My car is still in the shop more than a month today 19 Nov and Caliber Collision states they need a Skid Plate from *******. I contact AAA 19 Nov who informed me there was no **** *. that a ****** was my adjuster. I have been more than a month since I have seen my car. I lost wages but overall I confused who was my adjuster and why it is taking more than a month to fix my car if parts were needed they should have ordered immediately. I am very confused because skid plate have nothing to do with the trunk.

  Business Response

  Date: 12/02/2024

  On November 19th, you spoke with **** ******* regarding your concerns. He explained that **** ****** is your assigned claims representative and acknowledged the incorrect information provided to you regarding who was handling your claim. Ms. ****** has been diligently managing your claim and remains your dedicated point of contact. As Ms. ****** updated you on November 22nd, the delays are due to your vehicle being so new that some parts, such as the rear bumper cover skid plate, are on backorder. Caliber Collision explored all available parts vendors and was fortunate to locate the part at one of their sister shops in *******. They are now awaiting its shipment to your repair location, which is expected this week. Once the part arrives, Caliber expects to complete the repairs promptly. To support you further, **** waived your deductible and filed a claim with the City of *********** on your behalf. This will allow you to pursue compensation for your out-of-pocket costs you experienced due to this incident. If you have any questions,please contact Claims Manager **** ***** at **************.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  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.

  On September 11, 2024 my car was damaged by another car. After exchanging the insurance cards, I contacted "automobile club of southern california", AKA "AAA", in order to file a claim. After filing the claim, the adjuster gave me the calim #:016709060 After a week or so, another adjuster called me and sent me to one the repair shops that work for AAA in order to take pictures. After another week or so, an adjuster named "***** ****", which can be contacted with: ***************************************** has called me and stated that "the cost of the repair is less than my deductible; therefore, AAA is unable to repair my car". She went on to say that "she's been trying to contact the other insurance company, in order to get the compensation".It has been almost 3 months and AAA has not lifted a finger to fix my car. I kept emailing my adjuster, left her several messages, then contacted her supervisor, but so far haven't heard anything from them.I need my car to be fixed and AAA is ignoring me to their heart's content. Therefore, I am reaching out to you to help me and get this resolved.Your time and business is very much appreciated and looking forward to hearing from you, soon for more advice and/or solution. If you need any evidence, I can provide you more with the other insurance company, as well as the other driver's license, etc. Please let me know.Thank you and have a good day,Ruin ******

• Initial Complaint

  Date:11/19/2024

  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.

  I had the worst customer service from triple **********************, I could back to get a service call to get more gas because the 2 gallons of gas was not sufficient. The agent said they sent the call to dispatch to find a driver. i called to check the status and they said its not the protocol to send another driver out for gas again.i asked can they honor what the agent said as a courtesy and they refused.that agent also said they wouldn't use that service call against me...so when i call tomorrow that shouldn't be used against me. after all that i get a text saying dispatchers are working on getting a driver then i get a call saying their not please see screen shots lool at the time of text and call, call came after the text

  Business Response

  Date: 11/19/2024

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

  Business Response

  Date: 12/12/2024

  ********* ******* was in contact with the member and the member advised she visited a local office and was provided a full explanation of the fuel delivery benefit. The member requested that we disregard her complaint. If any questions, please contact ********* ******* at ************.

• Initial Complaint

  Date:11/19/2024

  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.

  Weve had AAA for over 5+ years, they decided that a car that we had added on for Family plan should be deducted which left one car on our insurance. Because its a family plan and we all drive the cars listed on the insurance my aunt was calling them to try to take care of the issue, and they said that since her name was not on the car that it was taken off. Before she placed the car on there two years ago, she alerted AAA that it wasnt her name on the car, but her nieces car who is covered under her insurance, and that she will drive the car from time to time. They said that it was OK, and that they would insure the car two years ago. Now, two years later, they tell her that its not possible to do, and canceled insurance the car. The phone *** we spoke to seemed as if he not only didnt care about the services that we had with them, but he went as far as to try to argue with my aunt whom again is also is a member with them. We have never had an experience such as this one with any company that we had in the past we just thought it would be better to choose AAA. In addition to what they did, insurance was canceled, and now I cant get tags for my car. AAA used to have way better customer service, but now it seems as their customer service ***s do not care, unprofessional, and are not trying to work with customers. Also, after they canceled our services with them, they are still trying to charge us, even though they had canceled our services of insurance the previous month before which was instant.

  Business Response

  Date: 01/02/2025

  We conducted a detailed review of your insurance file. Our *********************** was notified that the 2020 ***** Civic was registered to ******* Gilchrist *********.  Our Underwriting Acceptability Guidelines state that vehicles registered to someone other than the named insured, spouse or registered domestic partner, or dependent children are unacceptable in the Exchange. Since the 2020 ***** is not registered to anyone in the above-mentioned list, it does not meet the criteria to be included on the policy. Consequently, on 10-21-2024, we sent ******* ********* a letter titled "Request to Eliminate Vehicle from Coverage requesting that the vehicle be removed from coverage. The letter also indicated that she could contact Loan **** in the ************* branch or the *********************** at ************** to inquire about a separate insurance policy for the 2020 *****. On 10-23-2024, ******* called and spoke with a representative in our *********************** and requested to cancel her policy effective that same day. We understand ****** ******* called you on 12-10-2024, and 12-12-2024, to address your concerns and answer any questions relating to coverage and the additional premium owed however, he was unable to reach you and left voicemails. If you have any questions, please contact ******* *******, Underwriting Manager, at **************.
  
   

  Customer Answer

  Date: 01/02/2025

  Hello BBB,

  We notified AAA of Alyssia GM being on the insurance policy, and she was added so it is not factual that she wasn't registered on the policy. She is also registered on the *****. She was added to the policy before or around the time she bought her ***** Civic 2020. In addition, we were not sent any dividends from AAA from being previous members. We do not like the way they conduct business, and it is best that we not be a part of AAA.

  Thanks,

  Airynn *********

  Business Response

  Date: 01/07/2025

  We provided a full description of the policy handling and our guidelines. If you have any further questions, we encourage you to contact ******* *******, Underwriting Manager, at **************.