ComplaintsforAuto Club South Insurance Company

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had AAA my entire life. I moved to ******* within the year that Im living here Ive needed it twice and both times no one has shown up at night a woman on the side of the road one time in the dark at one in the morning and the next time locked out of my car at 10 oclock at night both times left me sitting for four hours waiting for someone to come and no one ever showed up. What am I paying this company for And the customer service people the supervisors give me the runaround someones on the way someones calling you soon. No one shows up and no one calls. I want my money back. You didnt supply the service I paid you for. I had to break my window to get in my car to get my keys so I can get in my house because AAA didnt want to come help me or pay for an Uber and a hotel room for me to sleep in because I couldnt get in my house I had to break my car window. They wont reimburse me for nothing. Anyone especially woman Thinking about getting AAA do not do it! They will leave you in danger!

  Business response

  05/07/2024

  We spoke with ********************** on 05/07/2024 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 **********************.

  Business response

  05/17/2024

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

  Business response

  05/21/2024

  We have attempted to reach ********************************* on May 21, 2024 via telephone/email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I had a conversation with someone from AAA immediately after I made this complaint with BBB A gentleman called me and wants to renew my contract for another year for free and I dont want to do business with these people because I dont want to risk being on the side of the road at 1 oclock 2 oclock in the morning ALONE and being stranded there for five hours. I needed them 2 times in this one year alone and they failed both times and left me out to dry. Im not doing this another year with them. Im gonna go with another company that I can rely on they will not refund me my money. I had to break the window in my car myself because no one showed up after four hours. I had nowhere to sleep. I couldnt get into my house and I couldnt drive my car.. It was an absolute nightmare both times and no one shows up . I am in the restaurant industry. My hours are late at night. Im coming home from work. I cannot risk being stuck on the side of the road again or locked out of my house and not being able to have a place to sleep. I want a refund and AAA does not want to give me one and I dont wanna do business with them anymore. Its pretty cut and dry for me. 
  Sincerely,
  
  *****************************

  Business response

  05/23/2024

  We have attempted to reach ********************************* on May 23, 2024, 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 them. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a 17-year Plus member of AAA, I've always expected prompt and reliable service. Unfortunately, my experience on April 27, 2024, has left me both disappointed and vehicle-less for the weekend.Heres what happened: I requested a battery replacement in the early afternoon. After waiting 1-2 hours, the first technician arrived, only to inform me that he doesn't replace batteries nor was his truck equipped with any. He advised me to contact AAA for another technician. When I called customer service, they assured me a second technician would be dispatched immediately. However, after another lengthy wait, this technician called post the promised time, stating that the service had to be delayed until the next daya suggestion I found unacceptable given the timing of my original request.In response to these letdowns, I decided to cancel my membership. During this call, I never asked to cancel the ongoing service request. Despite confirming my membership was paid through the summer, and receiving an email stating the cancellation would only take effect on September 1, 2024, the situation quickly deteriorated. At 4:29 PM, I was informed via text that the technician would soon be en route. Yet, by 5:00 PM, the tracking link revealed the service request had been canceledwithout my consent. A subsequent call to AAA revealed they had canceled the service because I canceled my membership, an action taken without notifying me, risking that I could have waited indefinitely for help that was never coming.This means that despite being paid through 9/1/2024 and the membership still being active until then, AAA chose to preemptively stop providing services due to my decision to cancel. This is not only unfair but utterly unacceptable. I am entitled to the services I have paid for, yet here I am, stranded for the weekend due to poor service and mismanagement. Given their failure to deliver services paid for, I request a refund.

  Business response

  05/10/2024

  We have attempted to reach ********************** on May 08, 2024, May 09, 2024, and May 10, 2024, via telephone/email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

  Customer response

  05/13/2024

  I am updating my previous complaint because the issues extended beyond the original date/complaint, which was a Saturday (4/27). In addition to the issues reported, on 4/27 the company left me stranded by canceling the service call without permission and without notifying me. I learned that assistance was not on its way when I called in for the status. That is when they informed me that they decided to cancel the service professional because I was no longer a member (which was false). I was not provided with an explanation as to why they did not notify me that help was not on its way. Because they canceled the service call, I made an appointment for Monday (4/29) for a tow to the dealership to change the battery. It is important to note I had a business trip scheduled and a flight to catch which is why it was so critical that my issue be addressed asap. 

  On Sunday (4/28) I called because the company sent me an email which seemed to confirm in writing that I was still a member (membership would not be renewed based on my request to cancel at the end of the term). At this time I was confused because if I was still a member then they violated the membership agreement by canceling roadside assistance and leaving me stranded on 4/27. I spoke with ***. *** stated he could not tell if my membership was still active or if I was still entitled to services. He said I needed to speak with membership services and transferred me. A lady answered who appeared to be offshore. She informed me that she did not know why I was transferred to their company (which was NOT AAA) because they do not handle AAA's membership services. I had to call AAA back since they transferred me to a company they falsely claimed was their membership services team. When I called back I insisted on not being transferred back to the offshore company. The representative I spoke with said she was instructed to transfer me back. I informed her that they are transferring members to a company that denies being associated with them. Fortunately, she took ownership of the issue. She informed me that my membership was still active (until the end of my term) and I was still fully entitled to services. Again, this means they violated my membership agreement by canceling the service call on 4/27 (and they did so without notifying me). She arranged for a service truck to meet me for the battery change. The service truck showed up and the tech informed me that due to the small amount they get reimbursed I would continue to have issues getting service because battery changes are not worth their time. After a lot of back and forth, he finally changed my battery which was the only issue with the vehicle. 
  
  AAA (*******?) has called and left voicemails while I was at work. I returned her call on Friday (5/10) during normal work hours and left a voicemail. I also returned her call today (5/13) around 1:00 PM ET and left a voicemail. I also sent her an email letting her know I was trying to reach her. I reached an out of office reply that said she is not checking emails or voicemails. 

  Business response

  05/17/2024

  Please forward to ********* Group at **************** for review/response. *********************************************

  Thank you.

  Business response

  05/21/2024

  We have attempted to reach ********************** on May 21, 2024 via telephone and email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

  Customer response

  05/23/2024

   
  Complaint: 21635200
  
  I am rejecting this response because: AAA previously attempted to reach me by phone and left a voicemail. I returned the call on 5/10, 5/13, 5/15, and 5/16. I left a message requesting a return call each time; to date they have not returned my messages. On 5/21 a new representative called and left a voicemail and sent an email. The representative said (in the voicemail) they did not know what was going on but they were asked to call me. The fact they had no idea why they were calling me was a shock since I filed a lengthy original complaint and a follow up complaint with BBB, in addition to filing a report with the FL ************************** I returned the call the morning of 5/23 and left a message, and I also responded by email. 
  
  Sincerely,
  
  ******* Wax

  Business response

  05/31/2024

  We have attempted to reach **********************, again on May 28, 2024, via telephone/email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter called when her truck tire blew and she did not have a ***** She was on a highway with 4 horses in her trailer. After 4 calls with promises of someone coming, she was told there was never a ticket submitted. After 9 calls she was told someone was 11 minutes away. Almost FIVE HOURS later a tech called, and he was located 2.5 hours away from her and would NOT be coming to change her tire. She is a teenager, stranded for over 5 hours, 6 hours away from her destination. Shame on you Triple A. You are a danger to anyone who chooses to use you.

  Business response

  05/17/2024

  Please forward to ********* Group at **************** for review/response.*********************************************

  Thank you.

  Business response

  05/21/2024

   Cancellation and Refund Request - CTS#: ***** was already completed for member on 5/3/2024. Member was refunded $19.13 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to get a tow this am and you couldn't get a customer service agent and the only tow options were shops that were closed. We ended up having to walk home. I paid in full Oct 3,2023 $174 for Premium coverage I couldn't use. This is the 2 nd time something like this has happened with them. I've had them previous for 20 years and didn't have a problem now in last 5 years since they have gotten rid of people for customer service you can't depend on them. We were stranded.Not the service I paid for. I want a full refund.

  Business response

  05/17/2024

  Please forward to ********* Group at **************** for review/response. *********************************************

  Thank you.

  Business response

  05/21/2024

  ************* cancelled their auto insurance with us on 4/20/2024 and cancelled their membership with us on 4/18/2024. They submitted this complaint on 5/20/2024, they do not have any account with us in order for us to send service. This matter is closed. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 10:05PM eastern time 4-14-2024 I made a service call to AAA through their mobile app for my disabled vehicle due to a starter issue, I was quoted 10:31PM, time rolls by to nearly 1AM with no updates, I call and finally get a hold of a representative, I explain whats going on was told they are busier than usual and I am in queue, was told no ETA, they transferred me to a supervisor who was extremely rude and unhelpful and basically told me I should stay with the car even if it takes 7+ hours (what?) and guaranteed someone would show up as I made them aware my cellphone was dying and I had no way to charge it. 7AM (4-15-2024) which is 9 HOURS later, no show for service, no calls on my 3% cellphone, had to pay for a Lyft home, car is still stranded, called AAA and my ticket was closed. Absolutely worthless service, you pay for premier or platinum service and basically get left to sit in your vehicle all night long. I am secondary on this policy as its mainly for my elderly parents, what if this was my diabetic father who needs insulin? This is absolutely unacceptable on every level, I could even understand a few hour wait but literally all night and still never received any help.

  Business response

  05/17/2024

  Please forward to ********* Group at **************** for review/response. *********************************************

  Thank you.

  Business response

  05/24/2024

  We have attempted to reach ****************** on May 22, 2024, May 23, 2024, and May 24, 2024, via telephone/email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 10, 2024 my vehicle broke down. After 2/ 1/2 hours my service dog alerted me I needed meds. I called Triple AAA and they said they would contract a tow vehicle but I would have to pay $100 BUT THEY WOULD REIMBURSE ME THE MONEY. I have emails proving that promise. First I am 72 years old with disabilities and I waited nearly THREE HOURS before help arrived. Triple AAA claimed they sent a check to ******* address despite I told them my current address and it was the same address where my vehicle was towed. That was over a month ago and I still have not received the $100 despite last week they said it would be here by today. NO CHECK! I want what was promised and I will never use Triple AAA again. How can they leave someone stranded for 3 hours and keep lying. I could not find the corporate phone number. Heres the roadside number for members. Which I am. ************

  Business response

  05/07/2024

  ********************* received her reimbursement check last week, she confirmed with us today that she received it. The first check was sent to an old address we had on file for *********************, but that has been resolved and we offered a credit to her membership due to the inconvenience. 

  Business response

  05/15/2024

  Please forward to ********* Group at **************** for review/response. *********************************************

  Thank you.

  Business response

  05/15/2024

  BBB you keep sending this complaint, even though it was resolved. Please close this out. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My issue is with AAA auto insurance. I use an AAA **** credit card for the sole purpose of paying the monthly premium but the limit is only $500 and my premium is $532 so I call a couple of days ahead to make a partial payment for the $32 so that when they draft the remaining amount from my credit card, it will not decline. In March when I called to make the partial payment, the rep drafted the whole amount of $532 from my debit card instead of the $32. She apologized and said she would refund the $500, leaving the $32 payment. It turns out she refunded the full amount and my insurance was cancelled. I was not made aware of this until I called in April to do the same thing. I was told my insurance had been cancelled so I explained what had happened and the rep confirmed that what I was telling her was correct. She took the March payment on April 2nd and when I called on April 7th, which is my payment date, I had to explain the whole ordeal again because the rep was saying that my insurance was still cancelled as of March (which means I had been driving without car insurance much to my surprise) Once the rep understood the issue, he took April's payment with an extra $46 and said I was on track and the next payment would be drafted on May 7th. I called today, May 7th, and was informed my insurance cannot be reinstated as it had been cancelled since March. So if my insurance was cancelled since March, and I have now been driving 2 months without insurance which, again, I was not aware of, I requested a refund for those 2 payments I made and I was going to get insurance elsewhere. They said the had already refunded $775 (I paid $1,110) and that would be all. I never did anything wrong, all the mistakes were made on there behalf, I was just trying to rectify it by PAYING. So I have been driving all of March and April and part of May with no insurance and no one thought it pertinent to let me know, they just threw some of the money my way and called it a day.

  Business response

  05/23/2024

  Hello,

  Per review of policy a prorated refund was sent to credit card on file on 04/29/2024 for $763.93. Coverage was provided and still owed on policy. Payments were applied to policy accordingly. The insured spoke to a supervisor who explained the billing on May 7, 2024. If refund hasn't been received, please contact AAA for stop pay and reissue.

  AAA

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against The Auto Club Group (AAA South) for engaging in deceptive and misleading marketing tactics related to their membership renewal promotions.On April 6, 2024, I received a direct mail offer from AAA for a "welcome back" membership renewal rate of $26.94. This promotional offer did not state or require me to redeem any existing rewards or "AAA Dollars" to qualify for the advertised $26.94 rate.However, when I attempted to accept this offered rate, AAA then told me I would be forced to redeem my previously earned AAA Dollars loyalty currency in order to actually get the $26.94 renewal price. This was a new requirement that was not mentioned anywhere in the original $26.94 promotional offer I received.After reviewing AAA's Terms and Conditions that govern their AAA Dollars rewards program, I confirmed that they are only permitted to force redemption of AAA Dollars during a 72-day window prior to a membership expiration date. Since my membership had already been expired for nearly a year, they did not have the contractual right to impose this new requirement.By advertising one rate, then changing the terms and conditions to actually receive that offered rate, AAA engaged in a deceptive "bait and switch" practice designed to mislead consumers. This violates best business practice standards of transparency and truth in advertising.I am submitting a copy of the original $26.94 promotional offer I received, as well as AAA's own Terms and Conditions which state they cannot force rewards redemption outside of the 72-day pre-expiration window.Thank you for your attention to this complaint.

  Business response

  04/19/2024

  04/17/2024
  *********************************
  ***********************************************
  
  Dear BBB,
  
  Thank you for contacting AAA. On April 11, 2024, we spoke with ********* and explained that her AAA Dollars must be used before entering the 72-day billing cycle. Our AAA Dollars Terms and Conditions section 4 Redemption of AAA Dollars Generally states:
  AAA Dollars earned under an annual AAA membership may be redeemed at any time; provided,however, during the membership renewal period (the Renewal Period), which is approximately seventy-two (72) days prior to an *** Members membership expiration date, earned AAA Dollars will not be redeemable by such *** Member for goods, services or cash back rewards and the outstanding balance of AAA Dollars will be held frozen in an *** Members account to be utilized by *** for redemption for an amount equal to the *** Members membership renewal and will automatically be redeemed and applied by *** towards the renewal fee for their AAA membership at the end of the Renewal Period. *** Members will have their earned AAA Dollars frozen during the Renewal Period until such time as their AAA membership is renewed.
  We explained to *********, we do appreciate her as a member and understand her frustration. We extended her the same offer of $26.94 to renew her account with a free month and we will extend a 10-dollar AAA credit. ********* did accept the agreement.We have renewed the account for the $26.94 and applied a $10.00 AAA Dollar credit to her account.
  
  At this time,we consider this matter resolved.
  
  Kind regards,
  Member Relations
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I have been members of AAA for over 21 years, and a Plus member for more than *************************************************************************************************************** recent years the service has been Poor to nonexistent. On April 8, returning from a trip that I left a vehicle parked in the parking deck at ***************************, the vehicle would not start. At just after 3:30 am we contacted the ************** Roadside Assistance. The contact was as expected and we where assured that assistance would be in contact with us shortly. We received text and emails explaining that our service was delayed and that no one was available. This is not the service that I signed up for. So after waiting for 2 hours we arranged a ride home and left the vehicle in the parking lot. I then received a call at about 7:30 am and the driver said that he was 30 minutes away and if we where not with the vehicle he would cancel the call and we would have to call back in to arrange something else. Sometime before 10:am I contacted the ************ number again and tried to arrange a time to meet and have the car started or towed. I was told that's not the way it works and to call in again when I was at the vehicle. I arrived at the vehicle about 11:00 am and called in again. Same story, I was told that I would be contacted. I was told that the help should arrive in approximately 169 minutes! As if that sounds better than nearly 3 hours. After 2 hours the driver called and said that he could not get in the deck and we would have to call dispatch and reset the call. by the way the clearance is ***************************************************** and out all day nearly every day. I arranged a private service to rescue us and get our vehicle started. It took 7 minutes.Therefore since AAA did not perform as advertised I am requesting a full refund. I contacted them and that story is more characters than I have remaining.

  Business response

  04/15/2024

  Spoke to the member on April 11, 2024. Waiting on member to call us back to resolve his issue.

  Customer response

  05/08/2024

   
  Complaint: 21552683
  
  I am rejecting this response because:

  AAA made 1 attempt to contact me and I tryied many times to contact them.  This is the heart of the problem.  They collect money and provide poor on no service.  
  
  Sincerely,
  
  *****************************

  Business response

  05/08/2024

  All of our inbound and outbound calls are recorded. We spoke to you on 4/11/2024 at 11:32am for 2 minutes and 14 seconds. You advised us you would send the receipt for the tow you had to pay for out of pocket and our agent expressed sincere empathy for what you went through. The agent also sent you an email so you knew where to send said receipt. You responded to the email on 4/12/2024 at 8:57am that you did not have a receipt, you paid cash. The agent tried calling you again on 4/12/2024 at 11:21am and left you a voicemail, and again on 4/15/2024 at 4:08pm, they left you another voicemail. We have attempted to call you several times to resolve this complaint, and you have not called us back one time. BBB, this is over a month old. We attempted to resolve it and you closed the complaint due to no response from the member. We would like this closed again. 

  Customer response

  05/09/2024

   
  Complaint: 21552683
  
  I am rejecting this response because: That was in response to the first call that we had to wait from 3 am until 8:30 am.  When we called for a tow at 10:30 they said a 3 hour wait.  Since you record the calls why not supply us with the recording of how rude your agent was to me!  

   

  I have called several times and will call again tomorrow.  at 8:00 am. then you can make excuses again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** travel wanted to keep my original deposit because Covid . Travel was not allow-in flights or business were closed. Instead of refunding money they wanted to keep it on the books they would issue me an additional 20%. I agreed. That was in in 2021 or 2022. now they are for telling me that my $617.00 expired after one year cause I did not use it in one year. No one told me that . I had numerous conversations and emails never mentioned to me. I would have taken it. Who would let aaa keep my money or any business keeping credit for travel.

  Business response

  03/20/2024

  
  Please forward to ********* Group at **************** for review/response.
  ****************************************************************

  Thank you.

  Business response

  03/27/2024

  I have reached out to the customer via phone and left a voicemail to have her contact me back to see what the issue is and how we can assist.

*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. ↩