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:11/09/2024

  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 filed a claim because my vehicle was hit with someone that is covered with AAA back on 8/19/24, after filing this claim I had asked my claims representative handling my case which is named ***** ***** , for a check so I can repair my vehicle, which they agreed to send it out , and after months of me calling , and calling , and speaking to ***** and his claims manager ****, I still have not received anything . Everytime I call they are very hard to get a hold of as if they are avoiding my calls, Ive left numerous voice mails that they never respond to, and to this date almost 3 months later my vehicle is still not repaired . I spoke to the claims manager **** 4 days ago and he swore that he will send me an email to electronically wire the funds to my bank account, and after calling him numerous times to explain I have not received the email, I have yet to hear from him or anybody as if my calls are being avoided . The claims manager Marks direct line is *************. And the claims representative ***** ***** direct line is *************

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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 Dec 22 2023 I called for service for a blown tire. I was a top service level member. I was on a major street, 1/4 mile from a major toll road. I called FOUR times and was told FOUR different things.I waited nearly 3 1/2 hours for someone to show up. That driver had to call ME because the directions they gave him were miles away from where I was. When he got there he told me I'd been LIED to by the AAA dispatchers. This was the 2nd time in 3 years this happened. I missed a doctor appt., AND I had to cancel a ****** I was to give, meaning I LOST MONEY because I sat by the road for hours. I even had to cancel playing tennis that night because this took so long.I called to complain the next day. 3 weeks later I received a lip service letter of 'apology', and nothing more. There was no email address given. I called the phone number and extension and the automated response said 'unable to leave a message'. The person's name on the letter was ***** *******.Since then I've complained via the phone THREE more times to 3 different people. I was told each time someone would contact me to resolve the issue. I have NEVER heard from ANYONE.The first time this happened I was upgraded to the top level of service from the middle level service I had at the time.I expect to be given one free year of service at the PREMIUM level, and a proper apology.If I don't pay my renewal dues for membership or insurance, what happens? I will be cancelled.I can't just write a letter saying 'I should have done better'.AAA needs to SHOW me they care about what happened, and MAKE IT RIGHT, or they will lose my business, and I'll do everything possible via Yelp, etc to discourage anyone from joining AAA.

  Customer Answer

  Date: 12/05/2024

  I request a billing adjustment for my membership renewal in the amount of $0 for my premium AAA membership.

  Business Response

  Date: 01/02/2025

  We extend our sincerest apologies for the inconvenience that you experienced during your emergency roadside service request. You requested a free year of Premier level membership and a proper apology. Although we are unable to accommodate your request of a free Premier membership, as a gesture of our goodwill, we will be providing you with a complimentary credit of the Classic portion of your membership dues effective on December 2, 2025, through December 2, 2026. If you have any questions, please contact Ms. ****** *****, at **************.
  
   

  Customer Answer

  Date: 01/06/2025

  
  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:11/06/2024

  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.

  I got a policy with Triple AAA that I was planning on paying in full within a couple of months. I made my initial payment of $2,625 on 4/16/24 for a policy that started in May 2024. When I got the first bill due in June, I paid $1,500, and when I got the bill in July, it said "0" in the minimum due box. I did not notice that in June they had a finance charge of $29.37 since it said 0 due. When I got the July bill, I noticed the finance charges of $29.66. I decided to pay off the balance of $2,437 to avoid any further charges and asked them to waive the finance charge on 8/5/24. Since then, I have called every month to resolve the matter and have been assured that the balance would be cleared. I document the names and dates on attached bills. Finally, on 11/5/24 I spoke to a manager, *****. He was rude and lacked empathy when I explained that I had been calling for months. He stated that I needed to call when it first happened. ***** was indifferent and combative and said he would do nothing. The initial finance charge of $29.37 has grown to $61.73, and there is a clear refusal on Triple As part to resolve this matter fairly. ***** then stated that he wouldnt do anything because there were no records of my requests. That was a lie; he had already confirmed that there were 2 paper requests in the system. I told him it was very sneaky to keep charging finance charges on top of finance charges and not tell the customer the truth about their requests. I asked him plainly if he was going to do anything to resolve the matter and he said no. At that point, I told him I would be contacting the BBB and hung up. I am in disbelief that a company would operate this way, without transparency, honesty, and care for the customer. Can you please help me resolve this matter?

  Business Response

  Date: 01/02/2025

  Please accept our apologies for any frustrations you may have experienced when contacting us regarding your auto policy. As a follow up to your conversation with **** ****, we are pleased to have been informed that your concerns have been resolved to your satisfaction. If you have any additional questions, do not hesitate to contact Ms. **** at **************.

• Initial Complaint

  Date:11/03/2024

  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.

  Nov 1 2024 i placed a call to AAA as a 12 yr Premier member and was told that I used all 4 service calls allowed. If I wanted additional towing services I would have to pay $100. I was asked if I was ready to pay now. Based on my own experiences $100 seemed a better deal than a private towing service might charge so I proceeded to pay the ****** to AAA .AT NO TIME HAD THE AGENT INFORMED ME THAT I WOULD BE PAYING FOR THE *********** ONCE THE *** BACK TO MY HOME WAS COMPLETE. I AM A 76 YR ELDERLY MAN LIVING OFF SOCIAL SECURITY.. AAA used deceitful tactics with intention to defraud when requesting the additional 100..00 Without advising me that i will be paying for the tow truck service in cash. (Debit card used). I used AAA ROADSIDE SERVICE MOBILE APP TO PROCEED WITH THE *** REQUEST.NOTHING HAD BEEN MENTIONED ABOUT CLSSIC SERVICES UNTIL THE ****** IHAD BEEN REVIEVED BY AAA. When asked to chose a service and tow service was selected , then and only then had a notice that classic member services would be used for the requested service ! This is clearly a deceptive tactic undeserving by loyal members such as myself to charge fees to use a service outside of AAA membership as if they have exclusive rights to whom I chose for towing services and impose penaltiy fees to allow me to use a another service. Ii am considering to drop my 12 yr Premier membership if these charges are not refunded At the very least, the ****** that AAA demanded to simply call a tow service should be refunded as that 1 simple service could have been completed without any help from AAA myself. I may me 76 yrs old but I am not stupid.

  Business Response

  Date: 01/02/2025

  Our records reflect that you contacted the Automobile Club of Southern California *********** on November 1, 2024, to request towing service for your vehicle. In your correspondence, you reported being informed that you had utilized all four of your free service calls under membership and would have to pay a $100.00 service fee. You advised you were not informed that you would be paying for any additional tow mileage over 7 miles once the tow to your residence was completed. You advised when using the AAA app, it did not inform you of your benefits at the Classic level. You advised this resulted in an additional payment to the tow service provider for the over mileage fees exceeding the Classic 7-mile tow coverage benefit Ultimately, you are requesting a review of this service experience along with reimbursement of the $100.00 service call fee for the inconvenience. The AAA membership entitles members to four roadside assistance calls per member, per membership year. A service charge will be assessed for additional service calls after the fourth service call. It is the member's responsibility to keep a record of the call usages under their account. When requesting services past your allotment through our AAA app, it notifies you that any services requested will be at the Classic level benefit. Our review of your experience concluded that the virtual assistant had informed you that Classic benefits would be provided to you for your service request and the servicing station will confirm any charges for you that apply based on the tow distance prior to performing the tow service. In your correspondence, you requested a refund of the $100.00 service call fee. While we must decline your refund request, as a gesture of goodwill, we have adjusted your roadside balance and removed the outstanding bill on your account in the sum of $100.00 for services rendered on November 12, 2024, for battery service that you received. The battery service request was also submitted through the AAA app and was billed due to you having exceeded your call allotment. If you have any additional questions, please contact, Ms. ********* ******* at **************.

• Initial Complaint

  Date:10/31/2024

  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.

  This is nothing more than AAA over charging me on their final car insurance bill after they have abused this billing, and ignoring my requests to resolve, I have contacted Insurance governor, with my complaint, they agreed with me, I have written CEO a letter, asking for his help, he has NOT replied! AAA has sent me letter of cancellation, in. may 2024, I was very dissatisfied with their services, can explain if Nessary, their Managers ignore me completely, when their is dispute, after I left and got new Insurance, they are threatening me with letters for collection, saying this will have adverse effect, I offered to Pay them for my last month $approx $150.00, they want $408.97 at first they demande over $500.00! I am asking for your help to speak with them, and resolve this balance, I see no reason to pay more they themselves said your insurance is cancelled, and continue to bill me adding late fees! One instance when I had premier roadside service they would not send, a tow, I had to pay My own, which is totally irresponsible on their part, making me wait over 6 hours for their service, and then they want to charge me Late fees, I have never had so much trouble over billing from Car insurance, please help to resolve this issue, if you can ASAp!

  Business Response

  Date: 11/14/2024

  This person filed a complaint with the California Department of Insurance and our summarized response states: Based on our review, our response to your Request for Assistance that you submitted to the California Department of insurance is an accurate description of the transactions that were completed on your ************************** Membership and your AAA auto insurance policy. Additionally, your remaining balance of $408.97 for the earned premium for coverage provided while your AAA auto policy was active is also accurate and will not be waived. We remain willing to backdate the cancellation of your AAA auto policy to coincide with the effective date of your auto policy with another insurance provider and adjust your earned premium accordingly if you can provide documentation showing proof of concurrent coverage. To clear your remaining balance or to provide proof of concurrent coverage, please contact our *********************** directly at *************. If you have any other questions or concerns, please contact ******* ***** at **************.

  Customer Answer

  Date: 11/18/2024

    I have read the response and am Rejected their excuses, they are NOT taking responsibility for their ******** services, hence causing me to pay my own truck, and the asking me to pay them No means. No, They also made me wait several hours, and then are charging me a late Fee, again this is Note acceptable, 3 Insurance professionals have agreed with me, and even one of their own employees agreed! I said I would pay $145.00 even though they sent me cancellation letters back in May, why should I pay any more, I have gotten. Ew Insurance coverage, and they still are billing me more! They will have to wait 
  This after Christmas for their $145, as now do NOt have funds let them know 
  They will get negative reviews! I am tired of their Not accepting responsibility,
     Also should know when presented these issues to 2 managers, they both said
  We will try to resolve this, they.  Never even replied, totally IRESPONSible
  From 2 managers! I will of argue the matter, you can present them with my Rejection!

  Business Response

  Date: 11/18/2024

  Again, our response to the California Department of Insurance summarized states: Based on our review, our response to your Request for Assistance that you submitted to the California Department of insurance is an accurate description of the transactions that were completed on your ************************** Membership and your AAA auto insurance policy.Additionally, your remaining balance of $408.97 for the earned premium for coverage provided while your AAA auto policy was active is accurate and will not be waived. We remain willing to backdate the cancellation of your AAA auto policy to coincide with the effective date of your auto policy with another insurance provider and adjust your earned premium accordingly if you can provide documentation showing proof of concurrent coverage. To clear your remaining balance or to provide proof of concurrent coverage, please contact our *********************** directly at **************. If you have any other questions or concerns, we encourage you to contact ******* ***** at *************.

  Customer Answer

  Date: 12/02/2024

  This is final, they ask for proof of insurance, it will be sent, a payment will be sent , in January as at this time

  What they is not possible, they said they adjust after see proof, then this resolve issue, please small payment  has been sent!

  Reply with your acceptance!

  *****

• Initial Complaint

  Date:10/24/2024

  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.

  AAA Insurance Southern Califonia wrote me a check that bounced.I cancelled my auto insurance October 7th. They sent me a check for $1744 for the remaining premium. That check bounced.I called them twice. Both people I talked to didn't believe me and the second one hung up on me because I would not give him a bank statement. My bank charged me $50 for the bounced check.

  Business Response

  Date: 11/21/2024

  We contacted the insured and addressed her concerns. We offered to accept evidence of her bank charging the check fee and the insured declined. The insured considers the matter closed. If you have any further questions, please contact ***** ******* at ************.

• Initial Complaint

  Date:10/24/2024

  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.

  Hello All,Im filing this complaint as I have been insured with AAA for more than 3 years and and this is the first time we have a claim. My daughter was hit by another driver and we opened a chain on Sep 15th 2024. Since then I have been in contact with the adjuster ****** ******** who called on Sp 25th to collect the same information that I had submitted already when I opened the claim. She had not contacted the other insurance, which is a state Farm or taking any actions for this claim. I told her that this is really important to have the car checked as my daughter is driving every day and didnt know if there was any hidden damage. Today October 23rd have not heard back or received any update on this claim. Even though I have sent multiple voicemails and emails to check on this case they have been totally ignored. I I called her manager ***** ******** on October 10th and left a message and then October 14th, no answer whatsoever. I called the 800 number on Oct 15th for other matters and asked if they had an update on this claim and the representative promised me that ****** would call me that day. Nothing happened. Last email was sent on October 23rd with no success.l I am asking AAA to contact me right away to provide the status of this claim and instruction to take the car for inspection as it was requested when we opened the claim.Claim # ********* Under Zaymar ********* Driver ******* ***** Phone ************

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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.

  My name is ******* *****, I was the victim in an automobile accident on March 5th 2024, the at fault party had AAA as their insurer. AAA failed to comply and communicate with me and my lawyer for several months before a resolution on the value of my vehicle was settled. They have continued to fail to communicate with me regarding personal injury up to this point of October 23rd 2024. I am filing this complaint because I believe they are not practicing in an efficient and timely manner regarding my claim. They are failing to come to any type of settlement regarding personal injury or communicate with me regarding the claim. No further guidance or steps have been made on their part. The claim adjuster is **** ******* her phone number is ************ and her email is ******************************************* Her business practices have not reflected accurate of the AAA business.

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  My auto policy reupped in July, I inadvertently approximated my mileage and then called in BEFORE the policy kicked in for **************************************** WAY under the 4000 mileage threshhold. I was paying $147 in February 2024 I have been billed from $216-$220 since July of this year by AAA, with NO changes being made to my policy and my mileage under the threshold even WITH an increase my monthly charge should not have increased by 50-60% that is outrageous. I have called and called and provided a photograph of my odometer by email to prove my mileage and have it updated to be correct and yet here we are, in October, FOUR months of a 50- 60% increase. THIS IS UNACCEPTABLE, I have been a AAA customer on multiple policies for SEVENTEEN years, my whole family is with AAA. AAA Underwriting has NOT been responsive, I have called multiple times I keep getting nebulous placating nonsence from the agents when I call in to resolve the issue, I am more than a hair from changing insurance companies, I expect BETTER from AAA

  Business Response

  Date: 10/22/2024

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

  Business Response

  Date: 11/14/2024

  Please accept our apologies for any frustrations you may have experienced when contacting us regarding your auto policy. As stated in the message left by **** ****, the mileage on your 2009 *** has been updated,which decreased your annual premium by $363.00. You will receive a copy of the policy change declaration pages reflecting the change effective your renewal,July 15, 2024. If you have any questions, please contact **** **** at *************.
  

• Initial Complaint

  Date:10/21/2024

  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 purchased AAA insurance on 8/9/24, answering all questions including 1 known accident. LexisNexis gave ****** clear on their clue report. AAA wrote the policy, i made my down payment and set up monthly installments for the term of the policy to be $77.45 per month. Over 2 months later and premium payments made, LexisNexis "discovers"they have made an error on my contract. due to their error, my policy has been "adjusted" to $145.86 for the remained of my contract. I agreed in good faith to the terms presented and my original contract should be honored. I should not be held financially responsible for the error LexisNexis made in their clue report given to AAA that was the foundation of the policy.

  Business Response

  Date: 12/11/2024

  You spoke with our sales agent to start a new automobile policy effective 8-23-2024. As part of the initial inquiry into obtaining an automobile policy, the Comprehensive Loss Underwriting Exchange Report (****) was reviewed. Upon receipt of the ***** there was no driving activity presented in the report at new business. After completing all the required forms and gathering all supporting documentation, the application was forwarded to our *********************** for review and evaluation. The underwriters assigned to review your application re-ran the **** and identified activity on your driving record. The report indicated that you were found to be primarily at fault for the accident occurring on 11-01-2023, which resulted in property damage and equated to one driver point. Consequently, on 10-14-2024, you were sent a misquote notification letter which advised you that your premium would increase with an effective date of 8-23-2024, due to the activity on your driving record. The notice also confirmed a new annual premium of $1,556.00, as compared to the initial quote of $975.00. We have sent you a document which lists all discounts the Exchange offers for automobile policies and the qualification criteria of each. Please take a few moments to review the list of discounts and if you believe you currently qualify for one or more additional discounts, please contact one of our representatives at **************. Additionally, you have the option to cancel the policy without any short rate fees applied, or you may accept the premium and continue the policy. Having made several payments on this policy, it appears you chose to retain coverage. *** ***** called you on 11-22-2024, however, he was unable to reach you and left a voicemail. If you have any questions, please contact *** *****, at **************.