Complaints

This profile includes complaints for Auto Club South Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Auto Club South Insurance Company has 32 locations, listed below.

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  Auto Club South Insurance Company

  9125 Henderson Rd Tampa, FL 33634-1153

• 

  Auto Club South Insurance Company

  PO Box 30551 Tampa, FL 33630-3551

• 

  Auto Club South Insurance Company

  2170 Rainbow Dr Clearwater, FL 33765-3935

• 

  Auto Club South Insurance Company

  10700 State Road 54 STE 102 Trinity, FL 34655-2249

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  Auto Club South Insurance Company

  100 Indian Rocks Rd N Belleair Bluffs, FL 33770-1778

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:08/06/2022

  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 called AAA on Friday August 5th while traveling on I75 heading south. I had a flat tire and needed help. After telling the representative what the problem was she said a tow truck would be there within a hour. Well needless to say a tow truck never arrived and my husband was able to get the tire changed without their help. After 29 years with this company I would never recommend them for road side service. Totally they take your money and leave you stranded. This happened at approx 5:30 pm and quite scared on a busy interstate. Company should be rated F

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/12) */
  We attempted to reach Mrs. Carl on 08/12/2022 via telephone and email but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
  
  
  Consumer Response /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On august 12 th I returned their call I was put on hold for 10 minutes. I finally hung up and emailed them. I have not heard back from them. They completely ignored me. Terrible customer seevice

• Initial Complaint

  Date:08/03/2022

  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 received a letter from AAA stating that due to disproportionate use of services. i understand their policy but i am wondering why services were never refused or a warning given. To be honest, we did have a vehicle that had issues and was the primary culprit. As we no longer have the vehicle and and the other 3 cars have had few service calls, i telephoned the number on the letter and was told there was no appeal process. i asked if there was a way to check on the number of service calls and was told there was none.
  
  Being a long time member, i am quite disappointed with their response. the least they could have done is to discontinue service calls for the "offending" vehicle and mad it out of pocket.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  AAA - The Auto Club Group reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the AAA Membership Handbook, which states: Your annual AAA Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.
  
  Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed.

• Initial Complaint

  Date:08/02/2022

  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 needed a tow truck on 8/1/22 and called AAA; my 2019 Dodge Durango was dead so I called AAA at 9:20 a.m. to request a tow truck. They were still unable to provide a truck after waiting 6 hours for a response. I was left stranded by AAA. Called a different roadside assistance company and they were able to provide me a tow truck. Called AAA to cancel truck and my membership. Was told my membership will be canceled upon renewal date of 2/1/2023 and I can use their service until then. If AAA is unable to service my area when stranded, why do I need them? After 90 minutes of being transferred back and forth, I had to hang up because my tow truck from the other company arrived. On 8/2/22 I started again trying to reach the last Supervisor I talked to, Sariah (sp?). Nobody knew who she was. Erin kept telling me my membership can't be canceled until renewal date and it's a strict policy not to issue refunds for. If AAA is unable to service my area, I should be able to cancel and have refund for remaining 6 months issued. On 8/1/22 I talked with Tammy, Aubry, Sue, LaQuise (sp?), Cesar, Leon, someone who I didn't catch the name, Bob, Bonnie, Sariah. On 8/1/22 I talked with Willis, Felicia, Erin, and Marlet. All were willing to keep my money and not be able to provide service! I feel I should have the ability to cancel my membership and be issued a refund for the remaining 6 months.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/06) */
  We spoke with Ms. ****** on August 6, 2022 via telephone and the matter has been resolved.
  
  
  Consumer Response /* (3000, 7, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They offered no refund for remaining 6 months. Instead they offered me an extended membership free. What good is extending my membership free if they're unable to provide services already paid for. Told Al at AAA no thank you, I want a refund. I mailed letter to President/CEO of AAA along with my cut-up membership card and still no response. Matter is not closed.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  We spoke with Mr. ****** on August 24, 2022 via telephone and the matter has been resolved.
  
  
  Consumer Response /* (2000, 11, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  AAA agreed to my request of issuing a refund of $62. I accept their resolution of this matter. Upon receipt of the agreed to amount, I will consider the matter closed otherwise I will request BBB to reopen this case.
  
  Thank you to all concerned.

• Initial Complaint

  Date:08/01/2022

  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.

  I made a reservation on Feb 25 with a deposit of 1662.96 dollars for a trip on July 12. I was told I could cancel as late as July 11. Due to circumstances I did have to cancel my trip on April 20. I have made several attempts to get my deposit back with zero results and no cooperation from my agent Angi U nor her manager John R. whom I have e-mailed and left voice messages several times with no returns. I feel as if they want me to give up so they can keep my deposit. This is a very frustrating situation and I would greatly appreciate any help you could give me. Thank you. **** *******

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Contact Name and Title: John R., RSL
  Contact Phone: ************
  Contact Email: *****************
  Clients were booked on the above reservation through the vendor, Travel Impressions, by Angie U. on 2/24/2022. Due to personal issues Mr. ******* requested a cancellation on 4/20/2022.
  
  Angie U called the vendor, Trvl Impressions, and spoke with Jordan on 4/20/22 - she was informed that the penalty was going to be $350.00 per person and the remainder of the deposit ($962.96) would be credited back to his credit card. Angie U sent an email to the client informing him that the credit would take 3-4 weeks.
  
  On 6/6/2022 Angie U. called Trvl Impressions again to check on his credit after several calls from Mr. *******. She was then told by Renee that Trvl Impressions was giving $481.48 per person in a Future Credit to be used until 8/11/2023. Angie U. requested her call on 4/20/22 be looked at as a "call review". Renee filled out the form - said it would take 7-10 days to review and she would be getting back to me.
  
  On June 23rd, Angie U again called the vendor,Trvl Impressions and spoke with Rita and was told that this was closed after the call review and the were not refunding the money but holding it as a credit for a "future travel".
  
  On 6/30/22 we received an email from Quinn at travel impressions stating they do not do refunds in cash on air inclusive bookings unless the clients purchased Travel Protection Plus with Cash Refund (travel insurance). Quinn stated in the email their policy was outlined in terms and conditions and was accepted at the time of booking. So there will be no cash refunds to the client.
  
  The client's money is being held by the travel vendor, Travel Impressions, not AAA. We have called on behalf of the consumer multiple times to get his refund and ultimately been told the client agreed to the terms of a future credit versus refund so no refund will be given.
  
  Each time we called on Mr. ******* behalf, we followed up with a phone call and or email to Mr. ******* on the outcome of our conversations with Travel Impressions. At this time, AAA has done everything we could on behalf of the consumer, but due to accepted terms of the booking, we are unable to help get a refund for this consumer.
  
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not agree to take my reimbursement as a credit for future travel. I was told at the time of my booking the trip that I could cancel up until July 11. I feel that the 350.00 per person penalty is excessive and criminal. I feel like I have been robbed! **** *******
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  AAA is unable to help this consumer anymore than we already have. Per previous reply:
  
  1. Customer signed waivers and disclaimers declining to purchase travel insurance on 2/24/22. Attached is customer's signature waiving the insurance.
  
  2. Request to cancel coverage on 4/20/22 @ 4:08pm. Attached email showing request.
  
  3. Return email to customer on 4/20/22 @ 4:23pm stating there was a $350 cancellation fee and showing trip had been cancelled Attached email showing customer knew about cancellation fee.
  
  Will reiterate again:
  
  At this time AAA has done everything we could to help Mr. ******* get a refund versus a credit. AAA does not have Mr. *******'s money, the vendor Travel Impressions has his money and are keeping it for a future credit per agreement Mr. ******* signed. Mr. ******* would need to reach out to Travel Impressions for his refund not AAA.
  
  AAA is unable to do anything further at this time.