ComplaintsforAutomobile Club of Southern California

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a drunk driving ticket 10 years ago my price is increased double I was told after 10 years they would go back to a reduced price they never adjusted my price I went into the office and asked why the response I got was you not getting a decrease because 10 years is up haven't I watched the news prices are going up for everybody at the end of the year I shared with them that's irrelevant I should still get a decrease based on me being punished for my crime but I paid over $3,000 for 10 years and received no discount after I accomplished my 10-year program. At least do what you said was going to be done and reduce my price back to a reasonable rate and if you need to raise it due to another factor in the future go ahead and do that but don't tell me I'm not going to get a rebate when that was the understanding from the very beginning even last year I went in and asked why it didn't go down they said I have one more year left waited patiently for the year to end and now they're refusing to adjust my policy

  Business response

  09/03/2024

  We contacted the complainant and re-wrote a new policy. Please close the case.

  Customer response

  09/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12 July 2024, my car cut off. I called AAA and a text was sent stating that ********************** would be there by 4:50 pm. The time was 3:51 pm when I made the call to AAA. With 15 minutes to go until 4:50 pm. I called ********************** and was told that they were not assigned to us. Another text came to say that C& D Towing Specialist would be assigned. After waiting for a while, I called C& ******** and was told that they were not assigned to us. I texted AAA and was told by ****** that we are working on getting a new provider as the old one is not able to assist ***** would still come. Finally, my wife saw a tow truck waiting at the traffic light, and we asked them to jump start our battery for us. Success! Our car started right away. Keep in mind that the tow truck was not assigned to us. We left at 5:21 pm. Upon arriving at our house, AAA finally contacted us. Since being with AAA since 1984, this is a first for me. Approximately two years ago, my wife suffered a flat tire on the freeway. I was unable to assist for my car was in the shop. She was scared for this was at night. The AAA stayed on the phone until AAA came. Keep in mind that this was only a 20 minute wait. What happened between 2 years ago and now? My wife had to use the bathroom behind an abandoned building. If that two truck had not came, how much longer would we have been out in the hot sun? A text from AAA came on my phone on 14 July 2024, and I explained in detail what happened, and I provided my email address. No response from AAA. I am going to give AAA a 2nd chance before I filed a complaint with the Better Business Bureau. That is not way to treat a person with over 40 years of membership. What is AAA going to do to compensate us for the terrible customer service? Notice that when someone was assigned to us, no one took the time to check on us.

  Business response

  08/06/2024

  please forward this complaint to AAA California for resolution. 

  Business response

  09/05/2024

  We extend our sincerest apologies to you for any inconvenience you encountered when in need of roadside assistance. You requested compensation for the inconvenience in the form of a $100.00 gift card. Although we do not offer gift cards, as a gesture of goodwill, we will be providing you and your wife with a complimentary Classic membership on your next renewal beginning March 27, 2025, through March 27, 2026. If you have any questions, please contact ************************************* at **************.

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ***************************** called my credit card 0n 08/05/2024 at 06:08pm. Come to find out On 08/05/2024 06:53 am AAA unauthorized took $110 out of my bank account.Authroization code ******.On 07/23/2024 I already paid AAA the membership fee of $99 Authrozation code 051047.Therefore I have not added any AAA services to my account. ********************** has took out $110 out of my account of which I did not authroize AAA has abused me as a customer and I'm severely upset.

  Business response

  08/07/2024

  Please forward to ******************** at ************************************************************** for review/response. ************************************** Thank you.

  Business response

  08/27/2024

  
  Please accept our apologies for any frustration you experienced with your membership and auto policy. We truly regret your decision to cancel your services with the Club. Our records reflect that both the payments of $99.00 for your membership and $110.00 for your policy have been returned to your financial institution. As your concerns are important to us, we have made several attempts to contact you; however, those attempts were unsuccessful. However, should you have any additional questions, do not hesitate to contact, ***************************** at ********************************.
  
   

  Customer response

  08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  AAA added a child to our account we never told them about and he is far too young to drive (under 12 years old). The associated birthday is also incorrect. We would not tell AAA about our child and we would have no reason to. I don't know where they got this information because it was not from us. AAA added a 37 dollar charge for adding my son to our account. This charge would have posted in August had we not called in to cancel it. We believe this is fraud and possibly worse. We are worried someone in AAA bought this information from somewhere that may have illegally collected information about our son (with an incorrect birthday) and then used to it charge us extra money without our permission. I spoke with someone in AAA who cancelled the charge but we are gravely concerned about AAA and how their company may be run that would lead an employee to do this. We expect AAA to contact us about how this could have happened and what they are planning to do about it.

  Business response

  08/06/2024

  Please forward this complaint to AAA California for resolution. 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1, 2024, I was contacted by ************************* who offered a discounted AAA renewal rate of $53.25. At this time ****************** was informed that an online payment of $77.75 had recently been made, however ****************** promised that any overpayment would be refunded. This was also confirmed by Manager, ************************ date, I have only received $57.75, which is only a portion of the overpayment made. Emails sent to **************** for follow up have gone answered and/or ignored, and ****************** has blocked me.

  Business response

  08/22/2024

  
  Your AAA membership was scheduled to renew effective June 28, 2024. Since we did not receive a payment to renew your membership, our representative, ************************* contacted you on July 1, 2024. ****************** explained that a promotional offer was available which would allow you to renew your membership for $53.25. In agreement, you authorized a $53.25 payment to renew your AAA membership. At that time, you informed ****************** that you recently authorized an $77. 75 payment to renew your membership online. ****************** then explained that any overpayment for your AAA membership would be provided once the online payment was processed in our billing system. The same day, your online payment was processed in our system and on July 16, 2024, we issued a $57.75 refund to you. Regrettably, when ****************** processed your $53.25 payment over the phone. she mistakenly did not enter the promotional code for the decreased membership dues. our Membership Retention Unit worked with our ********************* to apply the $20 promotional discount to your AAA membership. As result, a $20 refund was issued on August 7, 2024. If you have any questions please contact *********************, Membership Retention Supervisor at ************.

  Customer response

  08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AAA because my battery died. They sent *********************** the *** said he wouldnt even touch my battery even though it had a warranty through ************************** needed a tow. The tow *** came late hours later & couldnt find me. I had to go down the street to flag him down. I originally asked for the ***************** but they sent a flatbed. I told the tow *** this & he said if I want a ***** I have to wait til Monday to call them & either I stay there where I broke down or let him tow me. It was Friday afternoon when my battery died. My car was towed to a street around midnight. The tow *** was messing with my gearshift trying to manually move my gears so he could put it in park to turn off my car. He couldnt so he kept it in neutral & disconnected my battery. My car got a ticket I called AAA again to get my car moved by ***** under my apartment building. They sent *********************** & the tow *** said he couldnt tow & took pictures of my car & left. I spoke to his supervisor ***** who was disrespectful & rude & told me to stop arguing with him. ***** said its not AAAs policy to tow my car to my house that they only tow to a AAA mechanic shop. Then another rude *** got on the phone. So I called a mobile mechanic specifically for my type of car and he put in a battery that same day. Once my car was running again I started having issues with the gearshift where it would get stuck in neutral. Then one day last week it just got stuck completely where I couldnt wiggle it to put it in Drive. So I called the mobile mechanic again he checked my car & the gearshifter & saw the copper inside was punctured where it wasnt even supposed to be touched. So the tow *** who towed me the night my battery died busted my gearshifter & now I need to buy a new one & replace the whole thing. I have been out of a car & had to pay for things I shouldn't have that were under warranty & now I have to pay to get my car fixed when the tow *** from *********************** ruined my gearshifter.

  Business response

  08/22/2024

  
  As an independently owned and operated business, *********************** is responsible for any damage resulting from its own actions or those of its employees. To assist with a resolution, the ********* has enlisted assistance from our *************************** to mediate. Please know that the details you provided are currently being investigated with ***********************. We extend our sincerest apologies for any inconvenience you experienced in your effort to resolve your damage claim with ***********************. You are requesting assistance with the out-of-pocket expense that you incurred to replace your battery and repair your gear shifter. Our attempts to contact you by phone and email have been unsuccessful. To assist you further with mediation, we ask that you contact *************************** at **************, to move forward in the process of battery reimbursement and resolving your damage claim.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with triple AAA on 07/07/2024 after their party intentionally hit my car. Claims representative ***** stated he was waiting for the report from police to place who was at fault. Report was ready on 07/15/2024. I sent a copy and emailed ***** and he will not tell me the process of company. Or when he will be handling the situation when the report places his client at fault. This matter is going into month and yet he doesnt wish to grant ********************** At will law.

  Business response

  08/07/2024

  Our records reflect a notice requesting verification for all associates on the membership and no response, The notice was sent to the address of record and the same address is on this inquiry with the BBB. We have no record of returned mail. If there are any questions, please contact our Special Investigation Unit at ************.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was totaled in December 2023 and as a result I'm owed a refund for payments made after. I was told it would be deposited to my account after I received the payout for my totaled car however they never refunded me, never canceled my policy and harassed me with collections calls. I want my refund deposited to the original payment method, policy properly updated and any collections removed.

  Business response

  07/29/2024

  Please forward to ******************** at ************************************************************** for review/response. ************************************** Thank you.

  Business response

  08/07/2024

  We made multiple attempts to contact this complainant and no response. We are unable to locate and policy or claim information from the information provided in this complaint. The complainant is welcome to contact us at ************ to discuss these matters further.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im trying to get a status on my auto insurance claim ********* dated 10/8/2021. I payed a $1500 deductible to repair my car that was damaged in an accident caused by someone else who fled the scene. The person handling my claim has been unable to give me a status, other than they were able to contact the other driver and were attempting to collect from their insurance company and that my claim is currently in subrogation. I recently tried to get an updated status and was passed off to someone else who is handling the subrogation portion of my claim. I have made multiple attempts to contact this person and have not received a response. I would really like to know when I should expect to recover my $1500.

  Business response

  08/20/2024

  
  The subrogation file had been previously closed on February 1st, 2024, but the letter mailed to notify you was sent to your prior mailing address. We are sorry that the letter was mailed to the incorrect address and you were unable to receive a response when you later inquired about a status. Our understanding is that we emailed you a copy of the closing letter on August 1st, and Subrogation Manager ************************* spoke with you on August 5th.  During that conversation, she explained that the file was closed because the ownership of the vehicle liable for the loss had changed multiple times and we were unable to confirm the owner or insurance carrier to pursue. Should you have any further questions, please do not hesitate to contact *************************, at ************.
  
   

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Applied to ACSC for home owner insurance and insurance on rental Property.Agent conferred with underwriter both property approved paid complete amount for rental property plus earthquake insurance. The asked for.photos and fire extinguisher in the back yard that is fenced and gated and locked the tenant had lobster trap for his buisness in *************. they were stacked and covered. Underwriter canceled policy. Said tenant was running buisness out of residence. NO. ***** transported and left at dock. No communication with myself or *******. Just a cancelation notice. My personL homeward also canceled they requested picture of my garage. Sent to agent via email. Same day i recieved a notice of cancelation. Thy are playing games with policy holders and not returning payments. Spoken insurance company's that they write policy to boost number and the cancel the policy. Iused to think acsc was reputable. NO. I have requested refund no response. They don't return calls. Home.owner insurance is mandatory per finance companies now I'm stuck until.I recieve refunds of down payments from both house splus earth quack insurance refund. California is hard enough to get insurance. Don't need company playing games

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