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

  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

• 

  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:05/08/2025

  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.

   
  Complaint: 23303618
  
  I am rejecting this response because: I am waiting for a refund from AAA that there employee overcharge me for a battery.
  
  Sincerely,
  
  *** *****talled for free. I told Franky the battery was not correct and I got credit on $198 for the battery and used that to purchase the correct battery. I told him I wanted the $200 back that he charged me over the price of the 1st battery. He refused to give me the money back because he wanted the battery h purchased so he could get a refund. I paid for that battery out of the $400.00 he charged me, he didn't seem to understand that I used the 1st battery he installed to get credit and swap it for the correct battery. I called *** and told them about the situation and they said there was nothing they would do to help me because he was a sub-contractor who worked for another company ***** *************************** AAA called him and said that he was just trying to help me and would not get my $200.00 back that I overpaid. He did not help me he gave me the wrong battery would not refund my $200.00. If I would have known he did not really work for *** I would have not done the transaction.

  Business Response

  Date: 05/12/2025

  We spoke with Ms. **** on May 12, 2025, via telephone and we are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for Ms. ***********

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23303618
  
  I am rejecting this response because:

  I am responding to an e-mail I received that wanted to know if I received a refund from ************* for a battery I was charged an extra $200. I did not receive a refund or any response from the company.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/30/2025

  We spoke with Ms. ***** on May 30, 2025, via telephone and the matter was resolved to her satisfaction.  
  

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  AAA is Sending me a refund for $200 the amount I was over charged. I should get it in 2-3 weeks. Thanks for your help!
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/30/2025

  Type:Delivery 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.

  It came to my husband and myself that both our drivers licenses had been suspended for an ********************** cancellation. We have never had a cancellation or lapse in our coverage. We have made numerous calls to the 800 number for AAAAuto Club South. We have received 3 letters back by email and all 3 were incorrect or missing information we need to get our license back. This is exactly what we need:A letter on letterhead containing the company code Policy #Effective dates covering all 2024 to current Limits coverage Persons insured FULL Vin #s We have received two letters missing the company code and only modified vin #One letter had it all except they made a typo on one vin#We cannot seem to get anyone who can get this totally correct. I the mean time, our licenses are still suspended!

  Business Response

  Date: 05/13/2025

  HELLO,

  WE ARE SORRY FOR THE INCOVENIENCE. PLEASE CALL ************ AND ASK FOR MANAGEMENT SO THAT YOU CAN HAVE YOUR ISSUE RESOLVE.

  AAA

• Initial Complaint

  Date:02/20/2025

  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.

  Ive been an AAA customer for car ********************** for 7 ******** 6-month renewal was coming up on February 18th. I called *************) on Tuesday, February 4th at 5:40pm to cancel my next renewal as I found another company that only charges half of what I was being charged here. The lady on the phone said I was canceled and no additional charges will be charged and Ill be covered until February 18 at 12:00am I then called again on February 14th at 11:08am to make sure it was canceled. The lady on the phone said she saw the requested on my account but it wasnt done properly, so she said shell take care of it. My wife then saw a cancel of the policy but there was also a monthly charge authorized for $280.19 which shouldnt have gone thru as we had another 4 days before it was to charge. The operator said it cannot be stopped and I was going to see the charge for the month and will have to wait to get a refund. I talked to a supervisor (****** ********) and he actually had to listen to the recording from the call on 2/4 (guess he didnt believe me?!) after that he was like we can give you a refund for $275.19 but couldnt give me the $5.00 ACH charge. Well if I was canceled properly on the 4th I wouldnt see any charges. So I want my full refund. He said he had to wait until the charge went thru my bankwell it went thru yesterday and I havent heard back from him or his manager as I asked for it to be escalated. Her name is **** ******** whom I emailed twice (and included ******) and havent had a response at all. How is this my fault? I did exactly what I needed to do to cancel my renewal. So I now need my full refund as Im no longer insured by them.

  Business Response

  Date: 03/07/2025

  Good Day BBB,

  We thank our policyholder for sharing this experience with ********* Insurance Company of Florida and apologize for the inconvenience described.? At this time, we do not have enough information to research the issue.  We are unable to locate you in our system.   Once we have policy number we can review the issue better.   We are asking the member to respond to the agent to avoid any other issues.  

  Thank you and best regards, AAA-The Auto Club Group

  
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** canceled our policy effective October 10, 2024. The last payment of $651.06 was automatically taken out of our bank account August 13, 2024. Suddenly and with no warning, no email, no phone call - $804.06 was taken from our bank account. In contacting the company we were told that the state ordered all insurance companies in ******* to reinstate all insurance policies because of the hurricane. *** never notified us of any kind of reinstatement but just suddenly took the money from our account. Now, they tell us it will take two weeks for them to put the money back into our account.

  Business Response

  Date: 01/02/2025

  Hello,

  A refund was issued and sent back to card on file back on 12-19-2024. The amount is $799.06. Depending on the bank it could take up to 14 days to see refund.

  Please continue to check account for refund.

  AAA-The Auto Club Group

• Initial Complaint

  Date:12/17/2024

  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.

   
  Complaint: 22700117
  
  I am rejecting this response because:
  I amI asked that they fixed their system so that everybody who clicks unsubscribe will be unsubscribed. None of their paid members should have to individually request that they provide an unsubscribe for them personally.

  I would appreciate.

   There, letting me know that they they have enabled Unsubscribe on all their emails. I want them to correct this as a system problem. And not just correct the problem for me.

  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/02/2025

  Hello,

  The customer has been removed from all email notifications. You may still receive emails but should come to a complete end in a few days. We apologize for any inconvenience.

  AAA-The Auto Club Group

   

  Business Response

  Date: 01/07/2025

  Hello,
  

  We are not aware of any system errors with unsubscribing. Also, there is an option to contact a representative who can also remove from mailings, calls and emails.
  

  I am not sure if the system gives all these options to unsubscribe from. As stated, you have been removed from our email distribution list.
  

  AAA-The Auto Club Group.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22700117
  
  I am rejecting this response because:

  Stop acting like you have no responsibility in the matter. You're supposed to put an unsubscribe on your emails and they are supposed to work. Otherwise you're just spamming.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/09/2024

  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.

  Earlier this week our vehicle had a flat tire. We have had AAA for as long as we can remember. We called I believe it was Wednesday evening around 5 or 6 pm. We were put on a que or so we were told. After about 2 hours we called again, Put in the que. We waited until 10pm and no call or notification. The following morning at 8 am or so I called AAA again and was informed that the service call was cancelled. I told them no that we needed service. After 3 more calls we were finally told someone was on their way. Guy arrived at noon. Tired changed. Yesterday we had a second flat on a different vehicle. I called AAA it was around 9 or 10 am I believe. I spoke to someone this time. Was told that someone would be on their way in 45 to an 60 min. Great I thought. 1 hour, 2 hours, 2-1/2, we call again, told 45 min to an hour "the guy is in your area" no call, no call, 2-3 hours, long story short and min. 6-7 calls into *** I finally realized something is drastically wrong with AAA. I told the girl, I had waited all day, this is around 8 to 8:30 pm now, and to please tell me if someone was coming. We had cancelled dinner plans waiting for someone to show. This woman was so rude, accused us of never placing a call, no call for service we were now getting upset. I told her I am not upset with you, I am upset because I wasted an entire day and night waiting for something they are clearly lying to us about. All I wanted to know is someone actually going to come. I NEVER raise my voice but she also knew I was losing my patients. She assured me that ****** would be notified. Finally around 9 or 9:15 pm the guy was actually notified (because he was the same guy earlier that week) and he told us that the first call he received for service was when we placed that last call and wanted an answer of yes someone is coming or no they are not...we were informed that he had not received any call prior to 8 something that evening for us. They lied, we are in our 70s

  Business Response

  Date: 12/17/2024

  We have attempted to reach Ms. ***** on 12/12 & 12/16 via telephone/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.

• Initial Complaint

  Date:11/21/2024

  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.

   
  Complaint: 22583198
  
  I am rejecting this response because:  the response deals only withe the claim to pay for the vehicle value including salvage.  The request made of AAA is to satisfy the state statute requirements to refund the unearned PREMIUM for bhe policy in 30 days after insurance cancellation request made for any reason.  This request was made by letter on 10/16.   *** stated that there internal claims process does not meet the Florida statute and they will not refund the unearned premium until the salvage and vehicle claim is completed (in this case a court action expected to take months because of moms capacity)
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 11/22/2024

  Hello,

  The customers son came in on 10/16/2024 to expedite the refund check from his accident which he says he wasn't at fault. The claim was already filed with us

  Advised have to wait for the claim to process and completed before payment can be issued. Claims also advised that they need to send the refund to the trust that he is in charge of until he shows that he has power of attorney.

  At this time the claim is still open. 

  AAA-The Auto Club Group

  Business Response

  Date: 11/26/2024

  Good Day BBB.? We thank our policyholder for sharing this experience with ********* Insurance Company of Florida and apologize for any inconvenience regarding cancelling the policy.? Issue: Our records do not indicate a letter or call received regarding cancellation of the policy.  If you went to a branch office you will need to follow up with that branch office.   Resolution: We can cancel the policy as of the day after the accident but will need to speak to the named insured to do so.   I have noted the policy in regards this resolution.   Please contact ************ to process the change.  Thank you and best regards, AAA-The Auto Club Group.

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22583198
  
  I am rejecting this response because:

  as noted in the original complaint the policy holder is incapacitated.  This was known when the policy was initiated and signed by myself as trustee and the trust was attached to the policy for the original agent and underwriting review.  I would be happy to make the call on the policy holders behalf as trustee - but please no further requests from more groups for more paper, 

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:11/20/2024

  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.

   
  Complaint: 22484659
  
  I am rejecting this response because:
  When I signed up for this service they told me that I would be covered for 3 years for the price that they quoted me now they're saying it was only for one year that is a big lie they are very deceitful in their business practices they are misleading the public especially the senior citizens who live on a fixed income
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/05/2024

  Dear BBB, 

  Thank you for contacting *****************. I would like to inform you that Mr. ********* is a resident of *******, which falls outside the service area we cover. Therefore, I kindly ask that you forward this complaint to AAA Auto Club South, which serves the ******* region, for further assistance and resolution.

  Thank you, 

  Member Experience 

  Business Response

  Date: 12/10/2024

  12/10/2024
  Mr. ****** *********
  *************************************************************
  Re: AAA Membership No. ****************
  
  Dear BBB,
      As a new member with AAA, we do offer a 1-year promotion at the time of purchase. Upon renewal, the membership would be full price for the primary and any associate members on the account. Please note that even though your membership card may reflect a Valid Thru date thats more than a year away, it wont be active unless you pay your membership dues annually. We apologize for any miscommunication or inconvenience this may have caused. Thank you.
  Sincerely,
  Member Relations
  

  Business Response

  Date: 12/11/2024

  12/11/2024
  Mr. ****** *********
  ***************************
  *****, ** 33527
  Re: AAA Membership No. ****************
  
  Dear BBB,
         AAA has reviewed the call and there was mention of the membership being affective in 3 days for road service. However, there was no mention of the membership being valid for 3 years with the one-time payment. There shows to be renewal offers sent via email that can be utilized, but unfortunately there aren't any free offers available at this time. Thank you.
  Sincerely,
  Member Relations

• Initial Complaint

  Date:11/20/2024

  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.

  In June of 2024, I applied to AAA for car insurance. At the time, the insurance agent said that I could not be insured due to an incident involving hitting a pothole that had water in it that was not readily seen. He said if I obtained a "Letter of Experience" from my previous insurance company that my insurance could be reconsidered. I submitted the letter to ***, was approved for insurance with a six month premium of $1494.16, using autopay for the monthly payment. In August, I received a cancellation notice to be effective in October, two months before the end of the policy period. I called and spoke to the insurance agent, she said the previous form was incomplete, she recommended contacting the previous insurance company and resubmit "The Letter of Experience ". The form was submitted in August after speaking with the agent and approved to continue the policy to December. During the time after the cancellation notice was sent, the autopay stopped. A bill was received from *** the end of October for the amount of $1380.65 to be paid by November 21, 2024. This amount was the two months that autopay was not deducted, paying for the November and December premiums with an additional $628.58 tacked on that was not part of the original premium. This increased my premium to $2122.74 in the middle of the policy period! I spoke to the AAA insurance agent, she said there was nothing that could be done about it. This entire situation was due to the incompetence on the part of AAA and is unprofessional to raise a premium in the middle of a policy period!

  Business Response

  Date: 12/04/2024

  Hello,

  On 6/20/24 (the date that the policy was bound with an effective date of 6/21/24), the insured provided a letter of experience from ************** showing that the amount paid for the claim with a date of loss 11/15/22 was $165. Therefore, the claim was applied with $165 amount when binding the policy.  It appears that on 9/23/24 Underwriting changed the amount of this loss to $5,472 based on an additional letter of experience provide by the insured on or around that date; and it appears that this caused the premium to increase. 

  AAA-The Auto Club Group