Business Profile
Roadside Assistance
Allstate Motor Club, Inc.Complaints
This profile includes complaints for Allstate Motor Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 135 total complaints in the last 3 years.
- 43 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/02/2024
Type: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 have a family Allstate Motor Club Roadside Assistance membership. My son called Allstate Roadside Assistance to help him tow a motorcycle around midnight, in *********. He told the representative that he was on a motorcycle and needed it towed about 5 miles to his house. The towing company showed up and said sorry, they don't tow motorcycles and left him stranded, closing the request. He called me at 2:30 AM and was desperate. I am in ********, he is in **. I called Allstate Roadside Assistance back, and after about 10 minutes and over 20 attempts to get to a live representative and not their automated loop, that wouldn't honor me saying "representative" only repeating "I can help you faster than a representative," and "do you need fuel?" I finally got to a live person. The representative said my son reported he was in a Silverado, and then began to dispute what was or wasn't said. I had to say, "are you going to help my son or am I cancelling right now?" He never reported he was in a Silverado. Whomever took his call selected a truck listed on the membership rather than the motorcycle. This should have been easy to fix and get him the assistance he needed, but their process is NOT set up for customer service, only a bunch of red tape. When THEY make a mistake on their end, it is the customer who suffers and has to start all over again with the automated system to try to get help. My son waited for 4 hours through this ordeal, on the side of a highway in the middle of the night, alone. We ended up calling another tow company and had to pay for that tow. I want Allstate to reimburse us. This is an awful company set up to help itself not the customer.Business Response
Date: 11/04/2024
Thank you for forwarding this concern to our office. Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us. You may also call 1-800-Allstate for additional assistance. We are happy to address the concerns upon receipt of request directly from the consumer.Initial Complaint
Date:10/03/2024
Type: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 paid in full for full service and they are sending providers that are charging me of "extra service".Business Response
Date: 10/04/2024
Thank you for forwarding this concern to our
office. Allstate has established a
process for consumers to report issues or complaints by visiting Allstate.com
where you can chat or email with us. You
may also call 1-800-Allstate for additional assistance. We are happy to address the concerns upon
receipt of request directly from the customer.Customer Answer
Date: 10/07/2024
Complaint: 22375591
I am rejecting this response because:
Sincerely,
Angelita SantiagoInitial Complaint
Date:09/19/2024
Type: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 tried to set up a tow with Allstate Motor Club. I got a message saying the tow truck would be there between 11:32 am-12:02 pm. I missed a call from the towing company, called back immediately and the voicemail was full and I couldnt leave a message. I called back over 10 times, getting no one. I got a text from the towing company saying they needed more info from me before they could send someone out. I said I had been trying to call, vm is full, please call me. No reply. So 12:02 pm comes and goes, I try to call again at 12:12, no one answers. I cancel the tow, and the tow truck driver calls me at 12:13, saying they have been trying to reach me. I said I have been calling the last 2 hours with no reply, no answer. He then got a message that I cancelled, and said it was no problem, dispatch would call Allstate, he was on his way. Allstate Motor Club called me and said I had to pay out of pocket for this tow because since I had cancelled, it counted as a free tow. I called ***************** got passed around, hung up on, etc, until finally I was so fed up, I cancelled my membership that I have had for over 20 years. This makes absolutely no sense to treat members for 20 years like this, or even 20 minutes. Unacceptable. I included pictures of the times I called, the missed call, the texts, everything.Business Response
Date: 09/20/2024
Thank you for forwarding this concern to our office. Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us. You may also call 1-800-Allstate for additional assistance. We are happy to address the concerns upon receipt of request directly from the customer.Initial Complaint
Date:09/18/2024
Type: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 have Allstate Motor Club membership for years, In my membership I m allowed only 3 services per year. I used one on August 1st 2024, and September 17, 2024. I called them to use one last service on September 18, 2024 to tow my car from house to mechanic shop. When I called for service I told them clearly do not send flat truck as my car is not getting to Neural and will not start. They send the wrong truck and truck showed by only to find out that it can not be towed. Allstate still counted this claim and refuses to send another truck and want to charge me more money.Business Response
Date: 09/20/2024
Thank you for forwarding this concern to our office. Allstate has established a process for consumers to report issues or complaints by visiting ************************** where you can chat or email with us. You may also call 1-800-Allstate for additional assistance. We are happy to address the concerns upon receipt of request directly from the customer.Initial Complaint
Date:09/06/2024
Type: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.
My car was a total loss in a accident were the other car was in the wrong and they had Allstate insurance they total out my car they estimated the car to be paid out with the amount of ****** for the loss of my car but they took ******* from it they said for prior Damage on the car that had nothing to do with the accident I think that they took money for them self they left me owing the car because they took money out of it the man I talk to was very rude and I need resolved it and him to give me my money back.Business Response
Date: 09/12/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer Answer
Date: 09/13/2024
Complaint: 22248068
I am rejecting this response because: I dont agree with Allstate because they took money out that didnt have anything to do with the total loss of my car they keep talking about prior damage something that had nothing to do with the accident on June 5
Sincerely,
******* ******Business Response
Date: 09/16/2024
Our field Adjuster ***** ******* completed a physical inspection on this vehicle on 6/11/2024. He wrote an estimate of damages on the front of this vehicle totaling $9,083.17 and on a vehicle with no prior damage had a value of $10,865.00 surpasses the state guideline as a total loss.
Mr. ******* also completed an unrelated prior damage estimate (damage not from this loss) and that estimate came to a grand total of $5,681.07. This significantly lowers the overall value of the vehicle. With the wear and tear on multiple areas of the vehicle driver's door trim panel being torn, headliner significantly scuffed, all four wheels having curb rash/scratches, and both front tires having less than 2/32 tread depth remaining also lowered the value of the vehicle. Their vehicle had a starting value of $10,865.00 - $520.00 in conditioning - $2,670.10 unrelated prior damage = $7,674.90 + $366.93 TT&L = a total payout on actual cash value on their vehicle $8,041.83
I have spoken with Mrs. ******* ****** Daughter, and she completely understood how we arrived at the actual cash value of their vehicle. She did say that she would explain this to her mother and if they had any further questions, they would reach back out to me directly. No further questions.Initial Complaint
Date:08/30/2024
Type: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.
Filled out a reimbursement claim 3 months ago. If Allstate Motor Club is not available in area or have long wait times or your vehicle is in a dangerous location you have to go outside of Allstate motor club and get a local tow or one they don't deal with .Allstate in turn would reimburse you for that tow I have sent 2 in and have yet to receive those 2 checks and get the run around when I do call and told to email this person and that person .the customer service agent says it happens all the time I would like the money I paid for both tows to be refunded to me expeditiously after 3 months.Business Response
Date: 09/04/2024
Thank you for forwarding this inquiry to our office.?Customer concerns are important to us and we appreciate the opportunity?to address them.? Due to privacy?concerns, we are unable to post a specific reply here for public view.? Allstate will contact the complainant within?48 hours to discuss their concern. We ask that the response is not rejected?until the complainant has been contacted by an Allstate Customer Advocate.Customer Answer
Date: 09/04/2024
Complaint: 22221176
I am rejecting this response because:
still have not received reimbursement after several emails
Sincerely,
******* ******Initial Complaint
Date:08/28/2024
Type: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.
Absolutely unacceptable level of service for roadside assistance and no one accountable to call and talk to.Original appointment for my car was scheduled with a shop across the road. Vehicle would not start and requires a tow. No problem, Allstate says they can have a tow truck to me by 8am. Perfect maybe they can fix the vehicle today. I've been in contact with their worthless help team no less than five times, each time given a new time, their Indian customer ******************** representatives even going as far as to tell me five minutes to shut me up. It is now 5pm, they have switched towing providers, and it's miraculously delayed again and I have stopped receiving updates. The shop is now closed and may not be able to work on my car at all tomorrow due to appointments and Allstate running past mine.If Allstate does not get a tow truck to me by tonight I am cancelling my policy of 20 years and moving to a more affordable carrier and paying for AAA. This is disgraceful and no customer service provided, just lies and repulsive lies.Allstate's contracted tow companies: AA Towing? No show. RRH Towing? No show. No calls, nothing. They keep marking the work as complete and Allstate sends me a text asking if I still need help! Of course I do my car is still broken down! The status page they text never updates and their support number only offers to send a text!I've taken time off of work to get my car repaired and it's taken months. I'm disabled and this has been like breaking my leg all over again to get a scummy insurance company to hold up their end of what I pay for!Business Response
Date: 09/04/2024
Thank you for forwarding this inquiry to our office.?Customer concerns are important to us and we appreciate the opportunity?to address them.? Due to privacy?concerns, we are unable to post a specific reply here for public view.? Allstate will contact the complainant within?48 hours to discuss their concern. We ask that the response is not rejected?until the complainant has been contacted by an Allstate Customer Advocate.Initial Complaint
Date:08/14/2024
Type: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 purchased Allstate roadside assistance and I see they canceled my account without provocation and I did not receive an email or phone call.Business Response
Date: 08/16/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern. We ask that the response is not rejected until the complainant has been contacted by an Allstate Customer Advocate.Customer Answer
Date: 08/19/2024
Complaint: 22139567
I am rejecting this response because:
They did not call me or email me about ending my membership
Sincerely,
***************************Business Response
Date: 08/23/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
Date:08/13/2024
Type: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 just purchased roadside assistance in June . Got a flat tire last week.. I called and was told to download the app. After telling me they would be there in an hour and a 1/2. When it was 5 minutes before ETA I called to let them know I was in a restaurant parking lot not the road . No one showed . When I called Allstate they had no explanation and had me on hold for over 25 minutes. Finally I had to find other help. When I called the next day to cancel. I was told they would discount if I wanted to keep the service. I said NO. I told them I should get a full refund. No they prorated it . They left me stranded. I also need reimbursed for what I paid someone else to charge my tireBusiness Response
Date: 08/16/2024
Thankyou for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern. We ask that the response is not rejected until the complainant has been contacted by an Allstate Customer Advocate.Customer Answer
Date: 08/27/2024
Complaint: 22137246
I am rejecting this response because:I have not reached a settlement or agreement. Allstate left a generic number. Left a email by voicemail and I could not understand what the lady said .
Sincerely,
*********************Business Response
Date: 08/28/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer Answer
Date: 09/06/2024
Complaint: 22137246
I am rejecting this response because:
Im so sorry!! Please dont close my case . The same lady left me another voicemail. Im at work and cant answer unless we schedule a time . I cant understand the lady when she is giving me a email. I would email, but I cant understand the whole email . If Allstate roadside service can email me please.
Sincerely,
**** ******Business Response
Date: 10/03/2024
Please see below . I have included the timeline of the BBB response that our business handled.August 15, 2024: We received the BBB complaint.August 19, 2024: We called the customer to share our findings and resolution. Customer did not answer, we shared our contact information. Response to BBB was provided in CRMS and via email.August 28, 2024: First BBB rejection received.August 29, 2024: Customer was contacted but they did not answer. We left a voicemail sharing our contact information and advised customer to contact us. A response to the ******************** was provided via CRMS and an email stating that it was addressed.September 6, 2024: Second BBB rejection received.September 9, 2024: We called the customer, but they did not answer. We left a voicemail providing our contact information. We proceeded to send an email to the customer since they were not reaching out to us. The customer replied to our email. The customer will get the receipt for the service she paid and forward it to us for reimbursement consideration up to the benefit limit available while her membership was active. We responded to the second BBB rejection via CRMS and email.September 11, 2024: The customer sent the invoice for reimbursement. We replied to the customer email to confirm their mailing address. The reimbursement request was submitted, we notified the customer via email.September 17, 2024: Third BBB rejection received. We replied to the BBB via email and CRMS that the concern was addressed.September 20, 2024: The customer confirmed through email that she received the reimbursement check.Please let me know if you need any additional information.Thank you,********** *********
Consumer Planning & Execution Lead ConsultantAllstate
************************* Northbrook, ***60062
M: *****************************************************************************************************************************************************************************************************************************************************************************************************Initial Complaint
Date:08/12/2024
Type: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 8/5/2024, I called the Roadside Assistance for a lock out. They did send a provider within reasonable time. However, the provider was not able to help me. I retrieved my keys when my sister brought me the spare keys. Upon opening the car, I noticed some damage to the frame of the window. I opened the window and it hasn't gone up. I reported the incident as soon as I got home, around 5:00 pm. I was given a reference #********** & #*********. I have been calling almost every day. I emailed them ************************************* on Friday 8/9/2024, to inquire how can I have my car fixed, I haven't heard from them. Due to the *********************, the driver seat had gotten wet. [it had been covered]. I need to have this issue resolved ASAP. Please help! Thank you!Business Response
Date: 08/26/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.
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