ComplaintsforAuto Club South Insurance Company

Roadside Assistance

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
04/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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.
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
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.
*** 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.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had paid for membership, requested a tow from out of a ditch.. wait 4+ hours for the tow truck, they said they couldn't get their tow truck to pull it out and would have to call another tow company.. AAA took 3 MORE hours and still couldn't find another tow company, ended up coming out of pocket $100 to get a tow just out of the ditch... AAA membership is $75, and 7 hours of wasted time.. I spoke to AAA about it and they were dismissive. Will not get AAA again.
Business response
03/13/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/18/2024
********************** membership expired on 7/15/2023 and his last service call with AAA was on 12/22/2022 in *********************. This is not an active membership, nor an active complaint. If ****************** can provide ** with an active membership number and date of service, we would be happy to help. BBB, please close this as complete as it's not a real complaint.
Initial Complaint
03/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like AAA to delete my home address from their database. I don't wish to receive any mail from them. ****************************** does not live here.
Business response
03/07/2024
HELLO
WE ARE NOT FINDING ANY ACTIVE AUTO/HOMEPOLICIES/MEMBERSHIP TO REMOVE MAILINGS. ALSO, PER RESEARCH WE DON'T SHOW A **** IN THE **** BUT LOCATED AN ANOTHER ADDRESS.
AAA
Customer response
03/07/2024

Complaint: 21396315

I am rejecting this response because I have proof. Attached is the **** Informed Delivery scan of a recent piece of mail from your AAA Office.

Sincerely,

***********************************
Business response
03/07/2024
HELLO
THE CUSTOMER ISN'T SHOWING YOUR ADDRESS IN OUR SYSTEM. UNABLE TO REMOVE DUE TO NO ADDRESS IS SHOWING. THE CUSTOMER DOESN'T HAVE A CURRENT MEMBERSHIP. PLEASE SEND BACK TO SENDER.
AAA
Customer response
03/13/2024

Complaint: 21396315

I am rejecting this response because on March 11, 2024, I received another of piece of mail from the same office. This time it was addressed to my husband, ***********************************. Please see attached.

Sincerely,

***********************************
Business response
04/17/2024
04/17/2024
***********************************
1532 ***********************************
************, ** 32092

Dear BBB,
Thank you for contacting AAA. Our records show tried contacting *********************************** on April 11, 2024, at ***********, unfortunately we were not successful, and a voicemail was left. We have added the address to the Do Not Contact list. Please allow 4 weeks for mailings to cease. We apologize for any inconvenience. Thank you for bringing this matter to our attention.

At this time,we consider this matter to be resolved.

Kind regards,
Member Relations
Customer response
04/18/2024

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
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Would like my bills to be paid for repairs on my car that their tow truck driver destroyed. AAA Employee hooked my car incorrectly and did not close the hood of my car. The hood of my car came off during transport and went through my windshield and cracked the bumper in half from the speed she was driving. Also destroyed the under carriage of my car
Business response
03/04/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/05/2024
This issue has been resolved, the provider filed with their insurance and Travelers paid out to *****************************. He is now demanding an additional $60,000 not related to the vehicle. We consider this matter closed.
Customer response
03/06/2024

Complaint: 21365380

I am rejecting this response because: this matter is not closed, I never filed with my insurance. WE filed with your insurance and I was told to collect the balance from you. They covered the loss of the car, and I was told by several different at Travelers that they would cover my bills for repairs. Once I spoke to the unit manager at Travelers, I was told Get over it and sue **** IS that how you want to proceed? I missed work and school from negligence on the part of your Tow Truck Driver. I am due the money and you know that. I also have an email from an adjuster stating the damage caused was at the hand of the tow truck driver. It seems that everyone at AAA likes to blame everyone else and put it back on the clients. Your tow truck drivers are not experienced and do not have training. Who loads a car and DOES NOT CLOSE the hood. I put a lot of money in that care in the past year and it was running perfectly, besides the alternator and then your driver destroyed it. So please explain how this is closed. I am pretty certain that your insurance agent broke some sort of Law by paying the lienholder of my car off without me signing the ***** of ******** letter and the Total loss form. So please explain how this happens.

Sincerely,

**************************************
Business response
03/07/2024
AAA does not pay for missed work or school, and we cannot reimburse you on repairs you made to the vehicle months/years prior to the damage. That is car maintenance, and does not inflate the value of your vehicle. BBB, we have settled this with the member, he was paid out by our insurance. We consider this matter closed, and will not respond further.
Customer response
03/07/2024

Complaint: 21365380

I am rejecting this response because: they destroyed my car. I was also told that I would be reimbursed for my expenses and work/school.

Sincerely,

**************************************
Initial Complaint
03/04/2024
Complaint Type:
Billing Issues
Status:
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.
AAA improperly charged my Mastercard for AAA membership annual charge. They did this on appx. 2/20/24. When bill showed up on my credit card, it was charged & posted dated 2/12/24, which is impossible. I called and they said they would credit back to my Mastercard that charge & send me a paper mail notice **** when due. They have done none of this.membership number 429-0142023011506. Email received by me from them dated @/20/24 at 222pm EST showing cancelled automatic renewal request date 2/2/24 cancellation effective date 2/2/24, Amount of refund requested $126. Rebill info send bill to member. Refunds will be applied directly to the original credit card payments if possible. Talked at AAA to Mr ***** *********** on Tuesday 2/20/24 C no **********. Nothing was done. Talked to ****** on 2/27/24 at 230pm at *********** customer service rep, he said would put a rush on it, and should have cancellation rebate to my credit card by tomorrow 2 28 24 by end of day. His P number is *****. And they are mailing me a hard copy for the bill for me to pay via ****. None of this was done.
Business response
03/04/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/07/2024
03/07/2024

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

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

Dear BBB,

Thank you for contacting AAA. Our records show that we spoke with *********************** on March 7, 2024, to confirm that he received his refund of $126.00 that was processed back to his card on March 5,2024. ****** did advise he received his refund however he was not pleased with the refund process. To rectify ****** concerns, we applied a $30.00 appeasement to his membership account.
At this time, we consider this matter resolved.

Kind regards,
Member Relations
Initial Complaint
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Signed up on 2/22/24 to transfer AAA car battery warranty as stated on AAA's website. 3/5 people I spoke to today told me I was a liar and that battery warranties do not transfer, despite it being in writing on AAA's website. When I tried to set up a service call after signing up for service explicitly for the battery warranty transfer (and confirmed with the agent signing me up that it would be transferred) I was told by the dispatch agent that it would not transfer and I would be charged for the battery and charged $65 for using the service I judt signed up for and paid $75 for. They claimed the $65 fee was disclosed in the email they sent me, but it was not and I was called a liar when I read the email verbatim.I spoke with 3 supervisors and not one of them was competent.
Business response
02/29/2024

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

****************************************************************
Thank you.
Business response
03/05/2024
We spoke to ****************** on 3/5/24. We apologized for the level of customer service experience and confirmed that the membership was cancelled with a full refund issued the same day service was started.
Initial Complaint
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I became a AAA member in 2023. I just used my membership for the first time this month (February 2024). On 02/26/24 I requested a tow truck and at the beginning of the call the rep was very polite but told me I had no tows left. I knew that was incorrect, because I never used it. I then had to wait 30 minutes for them to fix it. When I finally was able to request a tow truck. The rep said I would receive a message saying when they would arrive. After 2 HOURS LATER, and no update I decided to call back. Thats when I told the rep that no one had showed up. They assured me someone would come. I continued to wait and after the sun went down I decided to call back and they asked me if I still needed the car towed. I told them yes but I will just wait until the morning. Basically, after putting a call in at 2pm on 02/27/24 no one ever came.. It is the next day and im still waiting on a tow truck. Also, I have the premier membership so I guess that wouldnt mean anything
Business response
02/29/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/05/2024
We have attempted to reach ************** on March 5, 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
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 22, 2024 I renewed my roadside assistance. On that same day I requested a battery test at 6am. I had my request submitted 3 times by 3 different agents. Each agent said the repair company could not make contact with me which is an untrue statement. I would like my renewal fee refunded due to there was no service provided.
Business response
02/29/2024

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

****************************************************************
Thank you.
Business response
03/04/2024
We spoke with ************** on 03/04/2024 via telephone and the matter was resolved to her satisfaction.
Customer response
03/06/2024

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,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary