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

  569 Telegraph Canyon Rd Chula Vista, CA 91910

• 

  Automobile Club of Southern California

  800 La Terraza Blvd #200 Escondido, CA 92025

• 

  Automobile Club of Southern California

  4973 Clairemont Dr #C San Diego, CA 92117

• 

  Automobile Club of Southern California

  12630 Sabre Springs Pkwy #301 San Diego, CA 92128

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: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.

  Filed a claim with aaa on my home policy. Was notified after resolution and before my renewal that my home policy will be cancelled and not eligible for 7 years. I have been a loyal member and have paid thousands to have a honorable company and they have treated me dishonorably. If anything they should keep my business as a loyal member and increase my rates not drop me for 7 years. No where in my contract does it state about threshold of over $750.00. I have a maximum loss of up to $350,000. I have not met my maximum loss to be canceled.

  Business Response

  Date: 09/25/2024

  Please forward this complaint to AAA California for resolution. 

  Business Response

  Date: 10/31/2024

  During our review, the Underwriter assigned to your policy noted that you had sustained two losses within the last seven years. We noted two losses, 2-04-2019 and 2-07-2024. Our Underwriting Renewal Acceptability Guidelines state that a policy may be considered for nonrenewal if more than one paid loss has occurred in the last seven years.  As these were paid losses and occurred within the experience period, we considered not only the number of losses you sustained, but also their type and whether they were indicative of future similar losses. In view of these losses, you were sent a Notice of Nonrenewal and Termination of Insurance on September 13, 2024. The notice advised you of the reason for the nonrenewal and stated your policy will expire in its entirety at 12:01 a.m., Pacific Standard Time, on December 7, 2024.  The notice also provided reference to the California ********************* and the Auto Clubs insurance agency to assist you in obtaining insurance coverage elsewhere. ****** *****, Underwriting Manager, called and spoke with you on September 11, 2024, to personally address your concerns and inform you that we are unable to offer the renewal. Should you have any questions, please feel free to contact ****** ***** at *************.

  Customer Answer

  Date: 11/04/2024

  no where in the contract does it state these terms. It is unreasonable to not allow a renewal due to loss at two different addresses. It is unreasonable to not allow a renewal for undisclosed terms. A company has to disclose terms before issuing such a non renewal. These terms are not apart of contract and were never disclosed. 

  Business Response

  Date: 11/04/2024

  Again, you were sent a Notice of Nonrenewal and Termination of Insurance on September 13, 2024. The notice advised you of the reason for the nonrenewal and stated your policy will expire in its entirety at 12:01 a.m., Pacific Standard Time, on December 7, 2024.  The notice also provided reference to the California ********************* and the Auto Clubs insurance agency to assist you in obtaining insurance coverage elsewhere. ****** *****, Underwriting Manager, called and spoke with you on September 11, 2024, to personally address your concerns and inform you that we are unable to offer the renewal. Should you have any questions, we encourage you to please contact ****** ***** at **************.

  Customer Answer

  Date: 11/13/2024

  no resolution is provided. The underwriter stated he would call me back and has refused to do as such. No where in my contact does it say if I use my insurance I will be denied a renewal. Both claims were at different residential locations. Both claims were not at a total loss. No where in my signed contact does it say I can not use my claim or that I have a limit on how many claims. In fact I am covered under my contact for hundreds of thousands of dollars. I should not be denied renewal or placed under a 7 year non eligibility. 

• Initial Complaint

  Date:09/24/2024

  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.

  My vehicle was hit July 3rd, 2024 I filed a claim with my insurance Aaa. My claim adjuster ***** **** has not returned my phone calls or given me any information after the initial exchange of information to open the claim. I have spoken to her supervisor ****** twice who asked for more time to resolve the case ( who also stated he was not sure why nothing had been done in this case over seven weeks later)I waited an additional three weeks with still no contact from ***** or update on the claim or response via email. Both parties involved has Aaa insurance. Id like some resolution to this claim as my vehicle is badly damaged and I was not at fault for the accident. Thank you

  Business Response

  Date: 10/24/2024

  
  The loss occurred between you and ***** ******* on July 1st. You both carry a policy with the Interinsurance Exchange of the Automobile Club; however you did not carry Collision coverage for the 2003 ******. As such, your claim was closed with ************** Representative ***** **** and you were referred to ************** Representative ******** ******, to assist with your property damage claim under ******** Beachs policy. After completing the claim investigation, Ms. ****** notified you on September 24th that responsibility for your claim was accepted. You were offered repair facility choices so an estimate could be completed. You accepted an inspection at our Member Preferred Repair facility, Caliber Collision. On October 3rd, Caliber notified us that your vehicle had been declared a total loss. A settlement offer was presented to you on October 8th, which you accepted on October 9th. Our file indicates your total loss paperwork and payment are being completed now. We apologize for any frustration you experienced with the communication between the two claims and two ************** Representatives. If you have any, please contact Claims Manager ****** *******, at **************.
  
   

• Initial Complaint

  Date:09/13/2024

  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 , ********* ***** has a vehicle thats 24 years old. My vehicle has normal wear and tear on it. The bumper was loose before I made a claim with AAA in the month of April. I pulled into the state of Brothers grocery store and the parking structure snatched my front bumper off. I made it clear with auto specialist ********. For AAA to repair my vehicle thats what insurance is for. It was an accident due to normal wear and tear of the 24 year old vehicle once I made the claim my insurance went up. Also, my insurance policy was changed. I did not apply for liability insurance. I put my vehicle under full coverage, ******** had changed my policy and also reported that to the *** for points to be taken away from my drivers record accidents happen due to normal wear and tear on a vehicle When I gave her a reading of my vehicle, she claims I put 5000 miles on my vehicle, but it was only 1500 miles I would like to know if you guys can please solve this problem and give me back my old policy I am disabled and on a fix income $ 204 for monthly auto insurance for 24 year old vehicle is a bit high. Can someone please reach out to me regarding this matter please help me get my old policy back thank you much appreciate it . Hope to hear from you guys soon thank you.

• Initial Complaint

  Date:09/13/2024

  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.

  My husband and I are AAA gold members since 2012. On 9/12/24 my husband attempted to get a tow less than to miles to his destination only for AAA to advise that he has reached his limit and thar the last tow he recieved was his 5th tow and he is being billed and our membership has expired. We never recieved any notice stating that. We called AAA on 9/12 for them to tell us that the bill was being prepared and had been sent out that same day along with membership cancelation. We had to pat ****** for a private tow company and AAA is stating they will try to reimburse us and reinstate our membership which should have never been canceled since we pay DEC. of each year the annual fee. This has been a huge inconvenience and bad business on AAA part for not sending documentation in a timely manner and canceling our membership for a bill we have yet to receive.

• Initial Complaint

  Date:09/06/2024

  Type:Product 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.

  I haven't received my refund check of $203.00 for a Insurance cancellation, which I was told would take 2 to 5 business days. Last time I contacted AAA was on 08/21 and I called and left a message on 08/29. I had applied for car insurance with AAA, ***************************************, at ******, *********, on ******************* on 08/16/24. As I learned later that my policy would be effective starting only on 08/30/24, I decided on that same day (08/16) to cancel it and find another Insurance Company. Until today 08/30, no response about my refund check. Another complaint I have is that the representatives at AAA are not able to tell the whole truth about the services they provide. When I visited them on Aug 21st to ask about my refund, I was informed that if I give them a copy of the Insurance Policy that I made with other company, they (AAA) would wave a fee of 11% for the cancellation. But this fee would apply only at the start of the effectiveness of the Policy, which would be today, Aug 30th. So, I consider this information a lie.Therefore, if possible, I ask this Bureau to contact AAA about my refund. People I talked to at AAA: ******** ****** and ******* ******.Thankfully, ****** *******

  Business Response

  Date: 10/21/2024

   
  
  You worked with our insurance agent to start a new auto insurance. On August 16, 2024, you authorized a $203 payment and signed your insurance application to start your policy effective August 30, 2024. You subsequently contacted the agent and requested that your AAA auto insurance policy be cancelled because you started a new auto insurance policy with another insurance provider. The agent recalled that she explained that she would cancel your policy, and a refund would be mailed to you. The agent followed standard protocol and submitted your application to our *********************** for cancellation. While processing the policy cancellation, our *********************** requested that proof of concurrent coverage with another insurance provider be provided to ensure that your AAA policy was cancelled with the correct effective date. You visited our branch office and worked with our insurance specialist, regarding your refund. At that time, we obtained the required proof of concurrent coverage with another insurance provider and promptly submitted it to our *********************** for review. On August 28, 2024, your AAA auto insurance policy was flat cancelled effective August 30, 2024, and we mailed you a $203 refund on September 5, 2024. Our records indicate that you cashed the refund check on September 6, 2024. Insurance manager, ****** **** advised that he attempted to contact you to address the concerns outlined in your correspondence to the Better Business Bureau directly. Since he was unable to reach you, he left a voicemail providing his direct contact information for a return phone call for any additional insurance inquiries. We do not discredit any of our members opinions or perceptions of how they were treated. Based on our review, we have not found any indication that our representative acted in a dishonest manner. Please be assured the cancellation of your policy was completed in accordance with our processing guidelines, a short rate cancellation fee was not assessed to your policy, and that the refund we provided was issued accordingly and is accurate. If you have any questions, please contact ******************** Manager, Mr. ******* ***** directly at **************.

• Initial Complaint

  Date:09/05/2024

  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 was in the middle of purchasing a home and my lender did a last credit check when south west debit collector was added on my credit AAA hired them to collect a $200 debit for roadside assistance I called Southwest debit collector to find out the reason why I'm in debit they told me AAA is collecting a $200 debit since May 2024 I called AAA and spoke with ****** ******* and was able to find the bill and said it was a mistake on AAA part and will expedite the charge but I don't feel like this a fair due to my home buying purchases is now on hold due to my credit score dropping and me not being eligible for a loan I'm very upset because myself and my family will be on the street due to this company's mistake something that shouldn't have been added to my credit

  Business Response

  Date: 10/08/2024

  Our response explains all dates roadside assistance was requested and provided as well as billings sent for a 5th call that was billable. After a careful review of the initial request on 6-10-2023, we determined this call should not have been counted against the total call allotment. We processed an adjustment and contacted the outside collector to ensure the account was closed and made sure they initiated a deletion request as this was resolved. 

• Initial Complaint

  Date:08/28/2024

  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 had AAA ******* services for over 5 years. I renewed my membership on July 2024. I requested service on August 2024, and asked the AAA agent to notate my file that I have a total of 2 passengers that need to ride with the service provider. Ive done this before and it has never been a problem. The AAA agent said shell notate my file and indicated the service provider will be there in 30 minutes. The service provider took an hour. When he showed up, I produced my drivers license and ********************** card. He connected my vehicle and was ready to leave, however, he said hes only allowed to have one passenger. He left and didnt provide any service. I called AAA to get a new servicer. It took two (2) hours just to get a call back saying itll take another 30 minuets. I ended up using my auto insurance roadside service instead of AAA. My insurance company was prompt and had no issues. The next day I called AAA to file a complaint regarding my experience. A few days later I learned AAA canceled my membership for misconduct. I never used any profanity or made any violent threats. I was the victim that was given misinformation and had to wait hours in the dark waiting for AAA service. In my situation, any member would be upset and disappointed. This is an unfair, deceptive, or abusive act or practice. Now Im forced to escalate my complaint with: BBB, CFPB and AAAs regulator. AAA made no attempt to resolve this matter and instead, unilaterally cancelled my membership without my knowledge or consent. I seek to hold AAA accountable.

  Business Response

  Date: 09/05/2024

  We sent a cancellation notice to Mr. ***** due to his conduct. The notice sent includes instruction for appeal. Mr. ***** can send an appeal or call ************.

  Customer Answer

  Date: 09/06/2024

  I am rejecting AAAs response because they did not apologize for leaving me stranded for over three (3) hours, including their miscommunication with their contracted service provider. AAA is attempting to escape accountability. 

  Business Response

  Date: 09/16/2024

  Again, we sent a cancellation notice to Mr. ***** due to his conduct. The notice sent includes instruction for appeal. Mr. ***** can send an appeal or call ************.

  Customer Answer

  Date: 09/19/2024

  AAA did not accept responsibility for their miscommunication in regards to my roadside assistance request.  There was egregious miscommunication between AAA and their service prover.  In addition, please note AAA didnt even offer an apology. I will never do business with AAA ever again. Finally, I will have all my friends and family cancel their AAA membership as well.  

• Initial Complaint

  Date:08/22/2024

  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.

  I had a drunk driving ticket 10 years ago my price is increased double I was told after 10 years they would go back to a reduced price they never adjusted my price I went into the office and asked why the response I got was you not getting a decrease because 10 years is up haven't I watched the news prices are going up for everybody at the end of the year I shared with them that's irrelevant I should still get a decrease based on me being punished for my crime but I paid over $3,000 for 10 years and received no discount after I accomplished my 10-year program. At least do what you said was going to be done and reduce my price back to a reasonable rate and if you need to raise it due to another factor in the future go ahead and do that but don't tell me I'm not going to get a rebate when that was the understanding from the very beginning even last year I went in and asked why it didn't go down they said I have one more year left waited patiently for the year to end and now they're refusing to adjust my policy

  Business Response

  Date: 09/03/2024

  We contacted the complainant and re-wrote a new policy. Please close the case.

  Customer Answer

  Date: 09/05/2024

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

• Initial Complaint

  Date:08/13/2024

  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 12 July 2024, my car cut off. I called AAA and a text was sent stating that ********************** would be there by 4:50 pm. The time was 3:51 pm when I made the call to AAA. With 15 minutes to go until 4:50 pm. I called ********************** and was told that they were not assigned to us. Another text came to say that C& D Towing Specialist would be assigned. After waiting for a while, I called C& ******** and was told that they were not assigned to us. I texted AAA and was told by ****** that we are working on getting a new provider as the old one is not able to assist ***** would still come. Finally, my wife saw a tow truck waiting at the traffic light, and we asked them to jump start our battery for us. Success! Our car started right away. Keep in mind that the tow truck was not assigned to us. We left at 5:21 pm. Upon arriving at our house, AAA finally contacted us. Since being with AAA since 1984, this is a first for me. Approximately two years ago, my wife suffered a flat tire on the freeway. I was unable to assist for my car was in the shop. She was scared for this was at night. The AAA stayed on the phone until AAA came. Keep in mind that this was only a 20 minute wait. What happened between 2 years ago and now? My wife had to use the bathroom behind an abandoned building. If that two truck had not came, how much longer would we have been out in the hot sun? A text from AAA came on my phone on 14 July 2024, and I explained in detail what happened, and I provided my email address. No response from AAA. I am going to give AAA a 2nd chance before I filed a complaint with the Better Business Bureau. That is not way to treat a person with over 40 years of membership. What is AAA going to do to compensate us for the terrible customer service? Notice that when someone was assigned to us, no one took the time to check on us.

  Business Response

  Date: 08/06/2024

  please forward this complaint to AAA California for resolution. 

  Business Response

  Date: 09/05/2024

  We extend our sincerest apologies to you for any inconvenience you encountered when in need of roadside assistance. You requested compensation for the inconvenience in the form of a $100.00 gift card. Although we do not offer gift cards, as a gesture of goodwill, we will be providing you and your wife with a complimentary Classic membership on your next renewal beginning March 27, 2025, through March 27, 2026. If you have any questions, please contact ************************************* at **************.

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:08/08/2024

  Type:Billing 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.

  I ***************************** called my credit card 0n 08/05/2024 at 06:08pm. Come to find out On 08/05/2024 06:53 am AAA unauthorized took $110 out of my bank account.Authroization code ******.On 07/23/2024 I already paid AAA the membership fee of $99 Authrozation code 051047.Therefore I have not added any AAA services to my account. ********************** has took out $110 out of my account of which I did not authroize AAA has abused me as a customer and I'm severely upset.

  Business Response

  Date: 08/07/2024

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

  Business Response

  Date: 08/27/2024

  
  Please accept our apologies for any frustration you experienced with your membership and auto policy. We truly regret your decision to cancel your services with the Club. Our records reflect that both the payments of $99.00 for your membership and $110.00 for your policy have been returned to your financial institution. As your concerns are important to us, we have made several attempts to contact you; however, those attempts were unsuccessful. However, should you have any additional questions, do not hesitate to contact, ***************************** at ********************************.
  
   

  Customer Answer

  Date: 08/27/2024

  
  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,
  
  *************************