Business Profile

Auto Warranty Services

AAA Auto Club South

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for AAA Auto Club South's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

71 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/05/2023
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.
Thursday, 11/02/2023 @ 9:a.m., requested assistance via AAA website due to discovery of a flat tire on my car adjacent to my home. AAA confirmed a "rep" ******* @ 12:25p.m. Hours went by and no ******* from any AAA rep and/or contract affiliate. Contacted AAA at approximately 3:18p.m. and was informed the "call" was closed out due to a "mix up" and sorry you weren't *******ed? No other revelations were given; Lazy, complacent, unprofessional, "Gig scammer", etc. No other excuse for "bad contractor" was given other than the "vendor" was called the "******* **************** AAA failed to give me the courtesy for a follow up call even though your P.I.I. is given to them prior to making any requests. This area in which I live is small, not metropolitan, certainly "transitioned" to adjust to the current state of the surrounding community but deserving of quality vendor/customer service especially in these precarious "prepaid" services where you're held hostage to whatever "Gig scammer" is thrown your way because there is no vetting and/or oversight of "contractors" by expansive mega businesses. AAA annually, innudates me aggressively and persistently with membership fee demands monthsbefore the expiration of your card, relentlessly, email, snail mail, text, but falls shory of professionalism, communication and quality of their "pitched" services to unsuspecting customers. This incident or similar has occurred on several other occasions with no satisfactory recourse. I see no merit in continuing membership with a company that has no respect nor value customers who per loyal patronage helped build their conglomerate. Did I mention I've been a customer since ****, now just a broke down military veteran who still believes in the good ***. There is no shame in the "blameless!"
Business Response
Date: 11/06/2023
We spoke with ************* on November 6, 2023 via phone and the matter has been resolved.
Customer Answer
Date: 11/06/2023

Complaint: 20828470

I am rejecting this response because: Left message for "rep" ******* to forward refund via check to my p.o. box but got no response confirming to send as requested by check and not credit card.
************
Business Response
Date: 11/07/2023
We spoke with *********************** on November 6, 2023 via phone to advise she will be receiving a check by mail and consider issue resolved.
Customer Answer
Date: 11/07/2023

Complaint: 20828470

I am rejecting this response because: Rep. ********* contacted me today, Tuesday, Nov. 7, 2023, (get it right), twice; To inform that she did not work in billing and I would have to contact billing to determine "what credit card I used when I renewed my membership?" What? Rep. ********* contacted me several minutes later indicating I submitted a CHECK when I renewed? Besides AAA and ********* being OBSTINATE at this point, what difference does it make for a refund especially when AAA already has that info. on file? People change credit cards all the time, including checking accounts so, along with the Cancellation, and to prevent any fraud and/or breaches, I want it CONFIRMED that AAA, affiliates, associates, **** center, releases (DELETES) all P.I.I. and STORING of any of my current/past banking and/or financial information from their databases: Local, Cloud based, and A.I. This includes ensuring AAA "Marketing Jockeys" delete my name, address and Email from any further contact from UNSOLICITED offers or spam content PERMANENTLY!
Sincerely,

************
Business Response
Date: 11/16/2023
We have cancelled the membership per your request, and provided a full refund. AAA does not share personal information outside of our company, nor do we have any credit card or banking information of ************ on file. We consider this matter closed.
Customer Answer
Date: 11/16/2023

Complaint: 20828470

I am rejecting this response because: Have not received any Refund and to infer I did is fraudulent and indicative of how this company is deceptive in its practices to maintain customer volume. So, case Not Closed!

Sincerely,

************
Initial Complaint
Date:10/07/2023
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 car was towed by aaa affiliate on multiple occasions and damaged. My car was stored overnight twice without my permission which damage was caused each time. They even had the same agency that damaged my car tow it again. Now they are cancelling my membership because they had to cover damages that occurred on their watch.
Business Response
Date: 10/16/2023
As stated in our AAA Handbook, which can be find on AAA.com, page 41 states: We reserve the right to impose surcharges and/or ************ limitations, downgrades of a Membership type or cancellation of a Membership at our discretion, without prior notification. Reasons for cancellation include but are not limited to verbally or physically abusive behavior, material misrepresentation, excessive ************ usage, or substantial breach of contractual duties or conditions. The safety of our members, employees and service providers is our top priority. If we cancel your membership, we will provide written notice. In making such determinations, we consider the cost associated with ************ calls, call frequency over multiple Membership periods, and other factors. We consider this matter closed.
Initial Complaint
Date:10/02/2023
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.
Confirmation: GEDLLF Reference No.: QT208J,GZRR0F I booked a vacation to Maui for the end of the year through AAA Travel. Due to the fires in Maui, our resort canceled and we reached out to AAA to see what resolution we can get in regard to getting a credit or refund to travel elsewhere. At first we we given the run around and were told that we needed to contact Delta directly who informed us that we would be charged $99 per traveler in order to rebook to another location. This came as a surprised since I had not received information to these facts. We even booked this ticket through a travel advocate and no mention was made of these penalties. In contacting AAA we were told that we would have to be held to the rules of the airline. I asked ****** to please show me in the documents received that we would have to pay this fee. She took me to a paragraph that talked about "No Show". ****** told me that there should have been a period in that paragraph and that it was the customers responsibility to insert punctuation where it needed to be. I have attached a copy of the paragraph that ****** pointed out where it makes no mentions of any circumstance in regards to the $99.00 other than a no show stipulation. Now AAA wants to say that it is my fault for no understanding what the intention was. I can't read minds and can only go by what is on the written page. It is the contract drafter to make sure that punctuations are where it needed and that the terms are clear to even a ****** person. ****** also mentioned that starting in 2023, ***** started charging a $99.00 fee which was not even mentioned in the contract. AAA needs to acknowledge their mistake and work toward resolving the issue fairly.
Business Response
Date: 09/25/2023
This complaint is not for *************** of Southern **********. This transaction was not processed through our organization here in Southern **********. The customer is a resident of ******* and the issue may need to be addressed in their state. Again, this letter does not pertain to *************** of Southern **********. I have even reached out to the customer on several occasions for clarification, and have not received a response. There will be no further action on our part as it pertains to this complaint, as it needs to be removed.
Business Response
Date: 10/25/2023
ACG requires that all online customers agree to Terms &Conditions, and either accept or decline travel protection. **************** declined travel protection which greatly reduced available resolution options for Basic Economy ticket. We were able to offer **************** the option to cancel flights and receive air credit for future flight, but she insisted on payment refund instead. It is recommended that she work with Delta directly to obtain refund.
Initial Complaint
Date:09/08/2023
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 son (*************************** who is covered under my roadside assistance policy) was broken down and called AAA for a tow around 5pm on 8/4/23. AAA have a pick up time of 6:15pm. However no one showed up. We called 3x and no help was provided. It got dark and dangerous and I had to drive almost an hour to get to him. Finally had to call a tow company on our own and we were picked up at 9pm. I filed a claim to get reimbursed for these charges since the roadside policy I paid for did not provide services as promised. Its been 1 1/2 months and no refund. I called a few times to inquire about the status and no one ever picks up. Im currently on hold 45 minutes 9/8/23. This is the 2nd time AAA has not provided a service to us although weve been paid members for almost 20 years. Not responding and abandoning customers is horrendous!!!
Business Response
Date: 09/15/2023
We have attempted to reach ************** on September 8, 2023, September 14, 2023 and September 15, 2023 via telephone but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with her.
Initial Complaint
Date:08/28/2023
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 is not what it use to be. Total waste. All the money I paid and last year I waited 24 hours for a tow. I broke down and signed up again and experienced almost the same issue. Flat tire in the heat and had my child and waited to many hours to count for help. Why take people money if you dont have the support you need or if you cant provide the service then people are paying for ???????!
Business Response
Date: 09/05/2023
We have attempted to reach **************** on August 31st and September 5th, 2023, via telephone/email but have not been able to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
Date:08/26/2023
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 have been a member of AAA since I was 16. First in CA and now here in GA. I lost my husband last year which caused me to use AAA a couple times for towing. I've been a member over 50 years and there are many years I've never used the service. Trying to understand how I can be non-renewable after I've been a loyal customer for so many years. Does ********************** value it's loyal customers any more?
Business Response
Date: 08/28/2023
8/28/2023

***************************
311 ********************
******, ** 30132-0896

Re: ****************

Thank you for your letter regarding the non-renewal of your AAA membership.
AAA - ******************* (ACG) reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of disproportionate use of services, ACG may elect to non-renew a membership pursuant to the terms of the AAA Membership Handbook, found at AAA.com, which states:

We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason. By way of example, we may decide not to renew your membership if Management determines that renewing could be detrimental to other members or disruptive to the operation of the club, where the expense to the Club from your membership benefits exceeds revenue collected or where the membership has an adverse impact on Managements ability to provide membership services. Your purchase or usage of other AAA products and services may be used as a factor by Management in deciding whether to change or non-renew your membership.
In performing our membership data review, we discovered that the expense to provide membership benefits to your household exceeded the revenue we collected. (optional ) For the previous three membership terms our analysis of dues collected versus the cost of providing service to this household was negative $Amount.
Please know that we make non-renewal decisions only after careful review and consideration. As such, ACG takes this action in order to continue to operate efficiently for all of our members.

The above determination is final and binding. ACG will not acknowledge nor respond to any further inquiries concerning this matter. Please accept this as our final response.

Cordially,
*******************
Customer Answer
Date: 08/28/2023

Complaint: 20527007

I am rejecting this response because: There are many years that I did not use the service. Do I get a refund for those years? AAA is not the company I've know for all these years. Absolutely disgusted with this so called policy. After over 50 years with AAA this is how I'm treated. Never thought I'd be writing anything negative about AAA but this is not the same company I signed up with all those years ago.

Sincerely,

***************************
Business Response
Date: 09/06/2023

This determination is final and binding. ACG will not acknowledge nor respond to any further inquiries concerning this matter. Please accept this as our final response.
AAA

Customer Answer
Date: 09/06/2023

Complaint: 20527007

I am rejecting this response because for all the years I've been with AAA (50) and not used their service this is how they choose to treat their loyal customers because I actually needed/used my membership. This company has completely gone downhill.

Sincerely,
***************************
Initial Complaint
Date:08/15/2023
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.
July 30, 2023 I contacted AAA due to a battery issue with my vehicle. I was told a company was contacted and on its way between ***** minutes and then ***** minutes. After waiting the allotted time I then received a text message asking me to rate my service and thank you for choosing AAA. In the midst of that I never received a jump or a tow and had to contact someone else to help me jump my car to make it to purchase a new battery. I never received one call from the technician. I then attempted to contact AAA via telephone on 3 separate occasions to complain about my service and all three times was left on hold for an unexplainable amount of time. The first and third rep were very rude and show little to no concern. I barely have to use my service which is why I have a lower plan and contemplated renewing my membership, however, that leaves no room or excuse for poor service from such a reputable company who is contracting with horrible third party vendors
Business Response
Date: 08/16/2023
We spoke with ***************************** on 08/16/2023 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 08/16/2023

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.

Sincerely,

Chakel *************************
Initial Complaint
Date:08/12/2023
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 July 31, at 5:40pm, I called AAA for a tire change. They said help would arrive at 6:40. At 6:50 they called and said help was delayed and they would call when they were dispatched. At 8:30, they called and told me it would be at least 3 more hours and I would be better off to call a local service. I have been a member for more than 20 years and this is the first time needing roadside assistance. All that money I have paid and they simply do not provide the service. I would like a refund.
Business Response
Date: 08/14/2023
We spoke with ****************** on 08/14/2023 via telephone and the matter was resolved to his satisfaction.
Initial Complaint
Date:08/10/2023
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 hold a AAA plus membership that provides towing for 100 miles available 24/7. On 8/9/23 AAA was first contacted approx 4pm. AAA stated they would be setting up a ride for 8:45pm. I received a text notification that the tow was canceled, but never a phone call. On my 4th call to AAA at approx 10pm, **** the supervisor stated that there was nothing that could be done except for us to find our own tow company and to pay out of pocket and hope to be reimbursed. After being on the phone with **** at AAA for approx 72 minutes she stated she set up a ride for tomorrow(8/10) between 8:30-10:30am. Still no resolution and not receiving service that we have been paying for for 20 years, which can be construed by some as false advertising.
Business Response
Date: 08/10/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.
THANK YOU
Customer Answer
Date: 08/10/2023

Complaint: 20449201

I am rejecting this response because: I am, yes, a member of the South ************ but this incident occurred in Atlanta. I had no choice but to contact the AAA here. The customer service provided by **** showed incompetence. Every other representative I spoke to at this branch actively worked with me and was honest, as well as putting notes in that I needed to be picked up that night. Since my call at 4pm, the tow truck company canceled on me due to this branchs inability to ensure that the company could handle my tow after waiting 4 hours for the truck. At 10pm when I called **** was the supervisor who failed provide any communication on how to move forward through AAA beyond paying for the service ourselves. After waiting for 6 hours at this point, that was not an option. I was stuck overnight in a city I am not from nor knew anyone currently there. I had to have food delivered because I planned on making it back to my home on Auburn at 6. This was not possible due to the 20 hour delay in service from AAA. There needs to be some level of compensation for leaving a ******************************* a city she is not from. She was without any way to go anywhere after the promise of service was not followed through on till the next day.

Sincerely,

***************************
Business Response
Date: 08/10/2023
Hello
Even if this happened in another state, your club would still be able to assist. As stated, because you're not in our jurisdiction there is no way to retrieve any of your membership information. Please refer back to your membership home for assistance. The *************** doesn't have access to other clubs.
AAA
Initial Complaint
Date:08/07/2023
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 have been a AAA member since 2013. During my membership AAA offers reward dollars for using specific vendors and making specific purchases. AAA's offer of reward dollars specifically influenced my decisions to purchase from their offerings in an attempt to earn the reward dollars. AAA allows members to use reward dollars toward purchasing renewal subscriptions from AAA. After making my purchase decisions with the AAA reward dollars in mind, I earned $9.63 in reward dollars for my upcoming renewal, however, AAA sent a letter advising that they would not allow a renewal of my subscription nor allow me to start a new subscription. I asked AAA escalated customer service for a refund of the rewards dollars I had already earned through previous purchases that I made based on the potential to renew my service with them as I have for the last 10 years. AAA advised that even though I had already made the purchases and earned the $9.63 they had promised me, that I would forfeit the money and could not use it to renew (because they would not allow me to renew,) and that they would not issue a refund for the rewards. In conclusion, there was no way I could obtain my already earned rewards based on their promises of reward dollars if I made specific purchases from specific vendors. I have screen shots of the rewards dollars, my AAA card, and the letter of non renewal. I am requesting either another year of AAA service at the advertised rate to which I can apply my rewards dollars or a full and complete refund of the rewards dollars I have earned through their promises.
Business Response
Date: 08/24/2023
8/24/2023

Dear BBB and *******************,

Re: AAA Membership No. ****************

Thank you for your letter regarding the non-renewal of your AAA membership.

AAA - ******************* (ACG) reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of disproportionate use of services, ACG may elect to non-renew a membership pursuant to the terms of the AAA Membership Handbook, found at AAA.com, which states:

We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason. By way of example,we may decide not to renew your membership if Management determines that renewing could be detrimental to other members or disruptive to the operation of the club, where the expense to the Club from your membership benefits exceeds revenue collected or where the membership has an adverse impact on Managements ability to provide membership services. Your purchase or usage of other AAA products and services may be used as a factor by Management in deciding whether to change or non-renew your membership.
In performing our membership data review, we discovered that the expense to provide membership benefits to your household exceeded the revenue we collected.

Please know that we make non-renewal decisions only after careful review and consideration. As such, ACG takes this action in order to continue to operate efficiently for all of our members.

The above determination is final and binding. ACG will not acknowledge nor respond to any further inquiries concerning this matter. Please accept this as our final response.

Cordially,

*******************
Customer Answer
Date: 08/25/2023

Complaint: 20435405

I am rejecting this response because: it does not address the complaint in any way. The complaint was not about the non-renewal, it was about aaa refunding the rewards dollars that I earned yet aaa will not award them to me.

Sincerely,

*******************

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AAA Auto Club South is NOT a BBB Accredited Business.