Complaints

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

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• 

  AAA Auto Club South

  200 Mansell Ct E STE 250 Roswell, GA 30076-4973

• 

  AAA Auto Club South

  2161 Lavista Rd NE STE 100 Atlanta, GA 30329-3915

• 

  AAA Auto Club South

  4101 Roswell Rd STE 301 Marietta, GA 30062-6287

• 

  AAA Auto Club South

  1500 Mount Zion Rd Ste 205 Morrow, GA 30260-4156

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:07/07/2023

  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 daughter's car (3 of us on plan) broke down on Wed., July 5, 2023 at 8pm. Called AAA and after waiting 3 hours (with the car in the dark) got a ride home. Waited up until about 1am and still no status updates, and when she called was told it could be a while before someone came. Called again 6am on Thursday, July 6 and got the run around. She ubered to work, and I called a private tow company that came in an hour for $95. We've been customers for over 10 years and have never used our membership. Clearly we are done. I have contacted my credit card company as the renewal was just charged. I have no doubt they will do a charge back. In additon, I want the $95 private tow fee back.

  Business Response

  Date: 07/07/2023

  We spoke with ********************* on 7th of July 2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for *********************.

• Initial Complaint

  Date:07/06/2023

  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 AAA membership expired 6/1/23. Today, I went online to renew. I had to call AAA. I was told that a non-renewal letter was sent in April to my home address. I never received the letter. That last mail that I got from AAA was a form for group life insurance. I have been a AAA member for 24 years. I have had an upgraded membership for at least the past 10 years. I pay extra money for extra services and longer tows. We travel a lot. The service that I have allows for 1 tow up to 200 miles. ** June 2023, my van broke down in **********, **. AAA was called and they tried to jump it. It was unsuccessful. They towed it less than 5 miles to the nearest AAA car care facility. After looking at my car, it was determined that it would be several thousand dollars to repair. I called AAA and asked if it could be towed to my home, which is roughly 130 miles. They said no problem and it was towed within 48 hours to my home. I have not had another AAA claim since then. Like I stated earlier, I have had AAA for 24 years. I can only think of maybe 5 tows in my entire membership. I can think of 1 lock out service and a few jump starts. Why would I pay for the most expensive service if I wasn't expected to use it? This is unacceptable.

  Business Response

  Date: 07/10/2023

  Dear BBB and ***************************,
  
  Thank you for contacting AAA regarding your AAA Membership non-renewal letter. 
  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.
  
  Cordially,
  
  *******************
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20284937
  
  I am rejecting this response because:
  I have been a member for over 20 years. I pay EXTRA for a long tow service that I used ONCE last year. Canceling my membership for me using it ONCE it several years is unacceptable. Its also false advertising. I paid for your service for YEARS and the one time its really important and I use the service, you cancel me. If you want to cancel pay service, go ahead. But I want a refund for all the years I had AAA and never made a service call.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/25/2023

  Dear BBB,
  
  Thank you for the inquiry regarding the non-renewal of the AAA Membership.
  This membership number **************** was previously placed into non-renewal status on June 2023, and was reinstated on July 6, 2023 via AAA.com using a partner promotion, despite it not being eligible for reinstatement. An associate was also added on July 6, 2023, in the amount of $38.00. After review, the current non-renewal status of this membership will remain in force and the recently purchased membership has been canceled. ACG is refunding the amount of $38.00 that was paid at time of purchase. Any future attempts to reinstate or begin a new membership will lead to immediate cancelation.
  
  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.
  
  Sincerely,
  
  AAA Member Relations

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20284937
  
  I am rejecting this response because: I want a detailed explanation of why service was canceled.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/05/2023

  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.

  I canceled the auto insurance with AAA in March. However, my six-month payment went into effect in February. I have yet to receive the refund. I contacted the AAA agent multiple times, and no response.

  Business Response

  Date: 07/07/2023

  HELLO

  PER OUR RECORDS A REFUND WAS SENT TO **** CC ENDING IN **** ON 03/14/2023. THE AMOUNT OF THE REFUND WAS $1600.91. PLEASE CONTACT YOUR CREDIT CARD COMPANY OR VERIFY YOUR RECORDS FOR REFUND INFORMATION.

  AAA-AUTO CLUB GROUP

• Initial Complaint

  Date:06/19/2023

  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.

  I went to the AAA location at ********** in *******, in December 2022, to purchase gift cards for Christmas gifts. The clerk put all the cards in one bag and just gave me the receipts. I discovered one of the gift cards (for $40.00) was missing, when I was putting my Christmas cards and gift cards together. I contacted AAA, and was told to speak with the location manager, **************. ************** eventually decided my issue was legitimate after weeks of "investigation." However, he indicated that I could only get another card, not cash refund, even though I had purchased a replacement card via another vendor, in time for Christmas. ************** was replaced by a new manager, **************, who has refused to return my calls for months.I want my money returned for the card I never received.

  Business Response

  Date: 06/23/2023

  HELLO

  UNFORTUNATELY, IT LOOKS LIKE A NEW CARD CAN ONLY BE ISSUED INSTEAD OF A REFUND. PLEASE CONTACT THE BRANCH/*********************** TO HAVE NEW CARD REISSUED. 

  AAA-AUTO CLUB GROUP

   

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20208110
  
  I am rejecting this response because: AAA obviously did not even do me the courtesy of even reading my initial complaint. The individual, **************, is in fact, the individual who has repeatedly refused to take or return my calls.  There is obviously serious issues with the treatment of members.

  I don't accept that my money can't be refunded, as the transaction within **** commerce was not completed legally and appropriately by AAA.  **** currency or accepted alternative was tendered over six months ago.  In addition to the refund, AAA might want to consider treating its long-standing customers with some modicum of respect.  It's notable, for example, that the AAA response contains no trace of apologies for the incident.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/23/2023

  HELLO

  I JUST RECEIVED CONFIRMATION FROM ************** THAT HE WILL REFUND THE $40 AND YOU WILL ALSO GET AN APPEASEMENT TO MEMBERSHIP DUES. I APOLOGIZE FOR THE PREVIOUS RESPONSE.

  AAA-AUTO CLUB GROUP

  Customer Answer

  Date: 06/23/2023

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

• Initial Complaint

  Date:06/19/2023

  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.

  The AAA location on ***************** in ******** ******* did not repair my car properly. After visiting the location to get the check engine light diagnosed the store recommended several repairs which I paid for. I asked the technician if the check engine light was off and he said yes 5 minutes after leaving the facility the check engine light came on. I immediately called the store manager *** who seemed as if he didn't care and didn't really have any resolutions. He suggested that I come back on my schedule instead of the next day or next service day. When I said I would come back the next service day he replied that he only had one technician. I'm extremely disappointed that the store could not prepare my car. I'm more disappointed that the location is not enthusiastic for motivated to finish the job. I really need this fix as I've already paid for the repairs.

  Business Response

  Date: 06/27/2023

  THIS COMPLAINT HAS BEEN SENT TO UPPER MANAGEMENT.

  AUTO CLUB GROUP

• Initial Complaint

  Date:06/15/2023

  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.

  last night 06/14/2023 at 7:30 pm we broke down on interstate 75 and waited 3 hours for aaa and they never showed or ever confirmed someone was even on there way just that they were looking for help we were located very close to ***** (*************************) no excuse for such horrible service finally we called a tow truck and got towed off the highway to a safe place (Mc donalds) called aaa again and the same thing happened! I called aaa and got a supervisor on the phone who really had a dont care attitude! we ended up calling another tow truck and paid $156 to get our truck home we were 30 miles from home at 7:30 pm when the brokedown happened on the interstate we did not get home until 3 am we have aaa insurance for us for alot of years (highest level) we also have there insurance for our autos through them and RV this is shocking! I always thought of aaa being the best and from what we are hearing and reading on there ******** and other social media they are horrible I would like my membership refunded and the tow!

  Business Response

  Date: 06/19/2023

  We spoke with ************** on 06/19/2023 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  Date:05/23/2023

  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.

  Requested a tow at 5am on a wet Tuesday morning. Tow didnt show by the **** Called customer service and they told me to wait till 7am. At 7:41 I called customer service again and they said another 45 minutes. I ask to speak with a manager. Manager hung up on me. Its 8am No update and No show, but Im paying $175 for GOLD membership. I needed help 3 hours ago. Bad customer service, poor communication and did not provide advertised service. I would not recommend this company because it failed in all areas except taking my money.

  Business Response

  Date: 05/31/2023

  We have attempted to reach ****************** on 05/23/2023, 05/24/2023, 05/25/2023 & 05/31/2023 via telephone & email but have been unable to reach him to resolve the matter.  In the event they contact **, we will resolve the matter directly with them.

• Initial Complaint

  Date:04/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/30/2023 AAA Auto Club South (Merchant AAA ACG FL0956 MEM AB ***** **) charged my credit card for a renewal. I did not receive any billing notice or anything in regards to an upcoming payment due for my membership. They charged my card a month in advance to my actual renewal date. On top of that the rates had increased leaving me no option to decide. In their supporting website ****************************************************************** I found that there is no way to remove my payment option or opt out of auto pay other than a message as well as opting out of auto renewal. Any business I have ever dealt with my entire lifetime has these option to remove, adjust payment methods on top of determining if I want to renew or not. This is extremely deceptive on there part withdrawing money without my permission or knowledge, and according to most other AAA policies for other regions these account management options are available. NO site should be allowed to take money without some sort of consent or a least a heads up in an email that says Hey were about to withdraw money from your account, and oh buy the way were going to charge you more that last time, so is this ok with you! My options on the web site.Your membership is set to be automatically billed to your credit card. To change your billing preferences please call ************ If you wish to change your payment option, please call our ************************* at ************

  Business Response

  Date: 05/02/2023

  Member was on automatic billing. With automatic billing, members are mailed a billing notice of when and how much funds will be deducted from their credit card.  Member was mailed a billing notice on 04/06/2023 to the verified address on file, which matches the address listed on this complaint. Members are billed about 30 days prior to the renewal date in order for AAA to mail a billing notice, allow time for any credit card changes, bill funds, and ensure funds are secured all for a smooth renewal process. Members have the option to remove automatic billing at any time. Member was charged on the scheduled billing date of 05/01/2023. Member then removed automatic billing via their online account on 05/02/2023. Member did have the opportunity to remove automatic billing prior to the charge. When a member makes a payment on our website or on the AAA Mobile app, they are required to sign up for automatic billing. This benefit allows members to never miss an upcoming membership renewal. If members would prefer to not sign up for automatic billing, they may renew by mail, at a local AAA branch, or by contacting ** by phone. 

• Initial Complaint

  Date:04/17/2023

  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.

  I was non renewed for AAA service although I broke none of their policies.I have a large family. I have 15 children between the ages of 13 and 26 and AAA decided to just non renew and calls to the company .. they cannnot tell me why they non renewed me and they refuse to move me through to someone who can. This may not be discrimination on a gender or race related basis but it sure is discrimination against a large family that had 7 paid membership accounts that were all operating within their guidelines. Maybe if they could have explained themselves but between all family members .. with over 7 vehicles ... I would say using ***** service requests out of the 40 paid for was not a burden to this company.

  Business Response

  Date: 04/17/2023

  AAA - ******************* 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:03/08/2023

  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.

  Hello i Purchased the Triple AAA Plus Road side Assistant in April of 2022 . How ever my first called when I needed service is when my kia ****** van had just stop running onSeptember03,2022 I had called for service with my New born Baby and I was stranded & when i called I was told that they was very Busy and would not be able to Assist me How ever it was a very dark & scary place i was at they told me it would be best to call another tow company to help me I was very angry& me and my newborn was stranded until i got help from my husband to Rescue us. So basically I called the AAA Office several times and had ask for a refund because I paid $95 and i did not get the service when in need i called the office several Times & always placed on hold over a hour when i Finally got threw I explain hoe i payed for the service & was not serviced and i was told that I would be sent a full Refund and I never did. How ever I called on March4,2023 for my car to be picked up from the ******** **** Dealer ship at **********************************. i called at 11;30 am i gave all the information & waited over a hour and a man from the Tripple AAA Office called me and said since he been calling the ******** **** Dealership that he was unable to talk to them i could not be serviced I have never in my Life heard or this I had waited there over an Hour and to be told this Again i paid my money for AAA service and to be let down Twice is crazy and all the excuses is unceptable & i was giving the run around a lady for the toll company call me and i was told that that was crazy and she never heard or this and she ask who told me this I told her theMan who never gave me his name from the Triple AAA office she had stated that my car would be picked up however it was not I was very late for work last pay and written up because of this i kept calling the Triple AAA office and I was asking to speak to a manger they never put one on the phone In paid $95 for never being able to get help this is not what i paid my money for I have never ever Used the service not one I would Like to have my full refund immediatley Also all the people that I encounter was very Nasty Rude & dont care about my well being at all. Triple AAA is not what it used to be a long time ago please refund me I have been in two Emergency and never service not once

  Business Response

  Date: 03/16/2023

  We spoke with ************** via telephone on 03/10/2023 and are working with her towards a resolution.