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.

close

Find a Location

Automobile Club of Southern California has 37 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/17/2024

  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.

  On may 22 2014 I made 2 payments to AAA ********* At the business location in *************. I made a ***** payment to upgrade my membership from basic to premier. The ***** was payment for the remainder of the year. The other payment I made was for ****** for the following year. The customer service *** put the payment through as a direct debit from my savings account. I didn't have a card at the time. She had to ask a manager to help her. Her employee number is on the receipt I uploaded. I received my updated card 2 weeks later for the card expiring in 2025 July. A month and a half goes by and my payment was never received ?? So when I went to call and see what happened the ***resentative told me there was an attemp in JULY 2024 to renew my membership and the account on file returned the payment. My savings account was closed in July. MY ORIGINAL PAYMENTS WERE DONE IN MAY ON THE 22ND. NOTHING WAS EVER RETURNED ON THOSE PAYMENTS, THEY WERE DIRECT DEBITS. THAT MEANS THE CASH WAS TAKEN OUT THAT MOMENT THEY CHARGED IT. SO I would like my membership payment updated . This has caused me numerous problems that I'm not able to deal with. I spoken to them at least 7 times, they have been rude and argumentative w me. Please help me resolve this situation. Thank you

  Business Response

  Date: 12/11/2024

  Our records indicate that you upgraded your ************************** Membership from the Classic Membership to the Premier RV Membership on May 22, 2024. At that time, you provided a $17.66 electronic check payment for the remainder of the ********* membership term. Additionally, you provided a $124.99 electronic check payment for the ********* membership renewal term. Regrettably, the $124.99 payment was not applied toward your membership renewal because the payment did not completely process in our system. As such, the payment was never withdrawn from your financial institution. We attempted to process a membership renewal payment on July 17, 2024. However, that payment was declined. On September 25, 2024, we mailed a final renewal notice stating that it was required for you to provide a payment before October 21, 2024, for your membership to be renewed. On October 24, 2024, your membership was cancelled effective July 21, 2024, because we did not receive the required renewal payment. Regrettably, we are unable to reinstate your prior membership, but you are eligible to initiate a new ************************** Membership at any time. If you have any questions, please contact ***************** at **************.

   

• Initial Complaint

  Date:10/17/2024

  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.

  On Oct 2, 2022 I lived at ************** ******************************* . I was currently AAA memeber and requested a battery replacement for my ******. During that time AAA sent out 2 different drivers neither of them had a replacement battery and said it wasn't in stock. The last driver they sent out had a trainie employee with him and advised me that he was going to try to jump strt my car. While I observed the trainie trying to jump start my battery I seen sparks coming from the cable as he attached them to my battery. I advised him to stop. He continued to work on it and noticed they did something wrong and sarted walking to their truck to leave. At that point I tried to start my car up and dash board said key fob not detected . I walked up to their truck and advise him and rolled up his window and left. I than contacted AAA and let them know of the situation and advised me they would file a claim because it was a contractor they sent out. I didn't hear back from them and called back on Oct ******* and had them tow my car to stoarage address because I was in the process of moving for my new job to Northern California. After saving enough money and renting a U hual with a trailer on May27,2024 I towed the ****** to ***************** to have them run a check up on the car. I explained what happened with the jump start and they advised me that my BCM module is most likely bad which they did not have the tools to reprogram this module. They said to tow my car to ****** of **********. I than towed the car May ******* to ****** in **********. They informed me your not supposed to jump start these type of cars and provided me an invoice for repair. I have attached copies of these work orders. The car has never been driven, started, or registered since the incident at *** Oct 2, 2022. I've reached out numores times to AAA for resolutions and nobody hasn't given me information or helped. I would like AAA to pay for the repairs for my car. I am stil currently a memeber

  Business Response

  Date: 11/18/2024

  
  A review of our records reflects that you contacted the Automobile Club of Southern California *********** on October 2, 2022, for battery service. In your correspondence, you advised being provided a jumpstart at which time you witnessed sparks coming from the cables when the service technician attached them to your battery. You advised your 2013 ********* still would not start and the service provider, L.A. Tow, left the scene without further assistance. You stated that you reported the matter to ********* but did not hear back from anyone. You advised it was not until May 2024 that you took your vehicle to a Jaguar dealer for diagnosis, and you were informed that your vehicle type should not be jumpstarted. You state that you were provided with an estimate of $11,037.18 for parts and labor to repair the central junction box and auxiliary fuse box. Ultimately, you are seeking assistance from AAA in getting your vehicle repaired. Through further research, it was found that the service technicians that assisted you with battery service in October 2022, jumpstarted your vehicle with a battery pack equipped with the reverse polarity protection. These battery packs are used when jumpstarting vehicles to prevent any damage that may occur due to incorrect placement of the battery cables when connecting to the battery. After discussing your vehicle type with the dealership, we were informed your vehicle can be jumpstarted from either the front where there are access points underneath the hood or directly from the battery, which is in the trunk, it is dependent on the discretion of the technician that is performing the jumpstart but either is the correct location to jumpstart a 2013 Jaguar XF. Based on this information, we cannot find negligence on the technicians part in causing the damage that you claim from the jumpstart service. Furthermore, the amount of time that has lapsed has limited our ability to conduct a thorough investigation and reach an informed decision. While we cannot conclusively determine that damage occurred to your vehicle during service, please be aware that L.A. Tow is an independent contractor under agreement with the ********* to provide emergency roadside services. As an independent business, ******** is fully responsible for its own actions and those of its employees. Should you wish to pursue this matter further, you may consider doing so through your insurance or in small claims court. If you have any questions, please contact, Ms. ****** *******, at **************.

• Initial Complaint

  Date:10/16/2024

  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.

  My Mom ****** ************ and I were on a policy together. I had a bad accident and my Mom and I split our polices to pay separately and my Mom was charged over $400. Why was that? We had our policy up to date and in good standing. Also my Mom went and paid at a AAA location in ********, **. She was told she was put on autopay and she then got a bill in the mail to pay. We call the AAA number for policies and the representative had my Mom pay additional money on the phone then said she was now on auto pay and the next payment would be around $61.00 in October. Today my Mom checked her bank and saw additional charges "automatically" taken for around $71.00 this is UNEXCEPTABLE and we will be filling a dispute with our bank also I would like my Mom refund or I will be canceling my: auto,renters and aaa membership. My Mom is also planning on getting another auto insurance if this is not corrected.

  Business Response

  Date: 10/16/2024

  Thank you for contacting AAA Club Alliance. Please forward this complaint to AAA California for resolution. 

• Initial Complaint

  Date:10/14/2024

  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 paid for my membership; I received a letter on July 10th stating that if I didn't provide proof like a certificate of birth my membership will be terminated. I sent that proof by email on July 10th, also my fax on the same date and I mail it, I also resent that email again a month later, I resent that email again on 10/14/2024, I faxed it again on 10/14 and I am about to mail it again. I was locked out of my car yesterday October 13th and they simple told me my membership is cancel and I was left on the streets with no help when I paid for the service. I would like to get a call back and explain to me why is this happening, am I missing anything, is there something I didn't do????? if my membership was cancel was a refund issued??? I have so many questions.

  Business Response

  Date: 11/12/2024

  Our records indicate that a letter was sent to you on 5-21-2024,requesting verification documents to confirm the eligibility of your associates for membership. We received the necessary verification for both your adult associate, Rocky, on 7-15-2024. However, due to incomplete documentation for all associates, your membership was submitted for cancellation. A formal notice regarding the cancellation was mailed to you on 8-09-2024, and the membership was ultimately cancelled on 10-08-2024. Upon further review, your dependent associate, *****, was removed on 7-10-2024, and there was no longer a need to submit the verification for your dependent. Your membership has been reinstated and is now active for all of your motoring needs. A credit of $12.25 has been processed to your card ending in #****, for the one month of pro-rata dues during which your membership was inactive. Please allow 5-7 business days for the refund to be fully processed. If you have any questions, please contact our ********************* at ************** between the hours of 6:30 am and 5:00 pm, Pacific Time, and a representative will be happy to assist you.

• Initial Complaint

  Date:10/13/2024

  Type:Product 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.

  Every time I need something from AAA, there is some sort of issue. For example, the department that I contact by phone might not deal with what I'm inquiring about. Well, why don't you make it hard to contact the wrong department and easy to contact the right department, instead of vice versa? Or, I have to wait on the phone after calling a AAA number and spend tons of time listening to all the options before I can finally get to where I want to. Or as with today's issue, I can't simply get my Proof of Insurance because the website is down for maintenance and AAA never sent me a proof of insurance by mail in the first place. AAA never sent me proof of insurance by Mail last year either. It is always something. But when they want to get paid, boy, do they want to get paid!

  Business Response

  Date: 11/12/2024

  We sent Proof of Insurnace cards and communication preferences updated.

• Initial Complaint

  Date:10/11/2024

  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.

  I am writing to formally lodge a complaint against the Automobile Club of Southern California, commonly known as AAA. I have been a loyal member for several years, but I am now compelled to terminate my relationship with your organization due to a troubling issue regarding billing discrepancies. Recently, I received an invoice totaling $308 purportedly for services rendered under my membership. However, I wish to clarify that I have never utilized any AAA services during my membership period. Despite filing a complaint at my local AAA office, I continue to receive demands for payment, including a fraudulent "previously unpaid billed balance."I must emphasize that neither I nor anyone authorized by me has availed themselves of AAA services, nor have I permitted the use of my membership card. This billing statement is clearly erroneous and misleading. It suggests either a grievous administrative error within AAA or, more concerningly, the possibility of fraudulent activity involving my personal information by AAA employees.I demand an immediate and thorough investigation into this matter to rectify the falsified charges and restore the integrity of my membership account. Unless this issue is resolved promptly and to my satisfaction, I am prepared to pursue legal action to protect my rights as a consumer and ensure accountability for these unethical practices.I expect a prompt response detailing the steps taken to investigate and rectify this situation. Only upon satisfactory resolution will I reconsider renewing my membership with AAA.-******** ***** (Account No. **********

  Business Response

  Date: 11/08/2024

  Our investigation determined the service call audio revealed the customer who received service was involved in a collision and did not have their membership number on hand. During call receiving, the dispatcher incorrectly cross-referenced your account in error and service was incorrectly dispatched under your membership. As a result of the investigation, we moved this service to the correct account and removed the $308.00 service charge bill. In addition, we took the necessary steps to coach the receiving agent that handled this service call. Please accept our apology for an inconvenience this misunderstanding may have caused you. As a token of goodwill, we will cover the cost of your membership renewal valued at $92.00 for coverage from August 18, 2024 through August 18, 2025. We hope this closes the matter and allows you to maintain your trust in our service and products. If you have any questions, please contact ******** content ******* at ************.

  Business Response

  Date: 11/15/2024

  To clarify, our dispatcher incorrectly cross-referenced your membership account in error and service was incorrectly dispatched under your membership. We moved this service to the correct account and removed the $308.00 service charge bill. We took steps to prevent a recurrence. As a token of goodwill, we will cover the cost of your membership renewal valued at $92.00 for coverage from August 18, 2024 through August 18, 2025.  If you have any questions, please contact ******** ******* at ************.

  Business Response

  Date: 11/22/2024

  We reviewed your service history and found the following:investigation of the service call audio revealed the customer who received service was involved in a collision and did not have their membership number on hand. During call receiving, the dispatcher incorrectly cross-referenced your account in error and service was incorrectly dispatched under your membership. As a result of the investigation, we moved this service to the correct account and removed the $308.00 service charge bill. In addition, we took the necessary steps to coach the receiving agent that handled this service call. Please accept our apology for an inconvenience this misunderstanding may have caused you. As a token of goodwill, we will cover the cost of your membership renewal valued at $92.00 for coverage from August 18, 2024 through August 18, 2025. If you have any questions, please contact ******** content ******* at ************.

• Initial Complaint

  Date:10/02/2024

  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.

  The insurance auto club has not paid for my vehicle to be repaired. They claim out of the three checks they issued. The one for over $4600 was canceled. And the one for $2900 was cashed but never received by me. The only check that was mailed to me was for $3600. So a total of over $7400 is missing and my vehicle is still not fixed. Which thus has caused me mentally and emotionally frustration.

  Business Response

  Date: 10/16/2024

  Our records indicate that on October 2, 2023, an initial estimate was written in the amount of $2,931.72 for damage sustained to the left front end of your 2011 Dodge. Check number *************************************************************************************************************************************************was mailed to your address on October 3, 2023.  A supplement inspection was completed on October 6, 2024, which revealed additional damage in the amount of $4,615.57. A check******************************************************************************************************************************************for $3,615.47, which is less your $1,000.00 deductible, was mailed to your address on October 13, 2023. The total estimated repair cost to your Dodge, less your deductible is $6,547.29.  A check for $4,6156.57 payable to Economy Paint and Collision, was stopped and re-issued payable to you as noted above. In response to your indicating you did not receive the check for $2,931.72 but did receive and cash the check for $3,615.57, we reviewed the payments with our banking department. They confirmed that both checks for $2931.72 and $3,615.57 were cashed at the same ********** on **************************************************** on October 11, 2023 and October 18, 2023, respectively.  The check signatures matched each other and are consistent with your California Driver License signature. Claims management recently communicated with you from September 16^th through September 19^th, discussing the payment and addressing your concerns. Unfortunately, we are unable to take further action for the check in question as ********** has a six-month statute of limitations from the date the check was cashed. This means that you will need to handle any issues with the check directly with your bank. Based on this information, your request for additional payment for $2,931.72 is unfortunately denied and there is no basis to issue an additional $4,600, which is in response to your BBB inquiry.

• Initial Complaint

  Date:09/27/2024

  Type:Sales and Advertising 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 called AAA because my battery is under warranty and leaking acid but refused to replace the battery because he stated the car still starts. Ive had the battery checked out at two different mechanics who stated the battery is leaking acid and needs to be replaced but AAA wont do it even under warranty

  Business Response

  Date: 10/25/2024

  
  Through research of your service experience on October 18, 2023, it was found that the battery service technician indicated on your call that he did not see any visible acid leaks coming from the battery. Had we received a report from you stating that the health of your AAA battery was in question with a request for further review of the matter, we would have engaged our *************************** to research the matter more to provide you with a resolution. We found no records of an issue being reported by you until receiving your BBB correspondence, after which we obtained your diagnostic paperwork and photos which reflect the acid leak. We extend our sincerest apologies for any inconvenience you experienced. For future reference, please reach out to our call center should you have a question regarding your service or any instances such as this as we strive to address and resolve all member inquiries in a timely manner. You were requesting assistance with getting your AAA battery replaced. It is our understanding that you received a AAA battery replacement under warranty on October 11, 2024, based on the evidence provided to our Member Relation Team. If you have any questions, please contact ****** ******* at ************.
  
   

• Initial Complaint

  Date:09/26/2024

  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.

  On Dec 1st, 2023 I renewed my insurance for 4 vehicles for $6169. On Sept 9th, 2024 I removed one complete vehicle from my insurance and my yearly total premium for the 3 vehicles left on my policy increased by $21 . The 2nd problem is that the bill then said I was past due and my credit is spectacular. How can insuring (4) vehicles cost less than insuring (3) vehicles. This doesn't make sense.

  Business Response

  Date: 10/14/2024

  We determined that his request for a premium reduction was appropriate. We have credited his policy and informed him of the decision. Mr. ********* also filed a complaint with the California Department of Insurance (CDI). We are also informing the CDI of this outcome.

• Initial Complaint

  Date:09/25/2024

  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.

  AAA member for 10 years And called to use a service request was not informed that I exhausted my four calls for the year. Called due to locking keys out of the car. Service was done by AAA. Fast forward couple weeks and I get a letter in the mail saying that this was my fifth service call and I was gonna be charged $125. My wife is an added member on the policy and at the time only use two out of her four service calls. If I was informed that I exhausted my for service calls a year wouldve had my wife called to use one of her last two for the year. Called into the customer service number. Tried to have them move that service call over to her, but they denied me saying that, she may have not been at the location. They dont know if she wouldve been there or not. At that time you guys wouldnt give me the service but were not there that didnt happen because you didnt inform me of that informed supervisor that the 125 is still my responsibility. They could not do anything to assist A 10 year customer.

  Business Response

  Date: 10/25/2024

  
  The 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 responsibility of the member to keep a record of the call usages under the account. Furthermore, it is not known if your wife was in attendance at the time of service to present her photo identification and membership card for the service. Due to these reasons, your request to transfer the service call to your wifes membership was declined. Service calls cannot be moved from one membership to another membership for the purpose of circumventing charges. You requested a billing adjustment to eliminate the $125.00 fifth call service charge. While we cannot accommodate this request for the aforementioned reasons, we thank you for the opportunity to address this matter with you.