Business Profile

Roadside Assistance

Auto Club South Insurance Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Auto Club South Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

191 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CLAIM # 00602854froOn 10/29/22 A woman ran a stop sign and t boned our Rogue 2020. The police filed a report indicating that that driver was at fault. It is now 11/21/22. We have not been notified as to what the status of our car is. According to the tow truck (Bumper to Bumper) the frame on the passenger doors are damaged along with the 2 passenger doors. Trying to get a resolution if incredibly difficult. Last week without our permission it was towed across the state to ***************. Trying to get answers is extremely frustrating from *****************.
Business Response
Date: 11/30/2022
November 28, 2022

BBB of West *******
2655 *********************.
**********, ** 33759
************
******************************************

SENT VIA: BBB ONLINE COMPLAINT RESPONSE FORM

RE:                  Our File No:                CLM00602854
                        Complaint Number:    18447470
                        Complainant:               ***************************
                        Our Policyholder:        ***************************
Address:                      ************************************************** 34119
Date of Loss:               October 29th, 2022

To Whom It May ******************************* to the above-referenced service request submitted to ********* Insurance Company of ******* (ACICF) on November 11, 2022, due to ********************** inquiry into your office.

This claim was reported on October 30th, 2022,with a reported date of loss of October 29th, 2020. The loss was reported as claimant vehicle ran stop sign impacting insured vehicle. ***** assigned the claim to a claim representative on October 31st, 2022 for investigation and subsequent handling.

Per our review, we spoke with our member regarding this automobile loss and learned the insured vehicle, a 2020 ****** Rogue was non-drivable and located at a tow facility accruing storage charges. Due to the inoperative status of the vehicle, we secured its release, and it was transported to a Copart storage-free location in nearby *********** for inspection. Due to the influx of Hurricane *** salvage vehicles in the southwest ******* area, Copart transported the vehicle once again to make room for this condition.

We have since inspected the vehicle and at this time, deemed it as repairable. Further, we have since coordinated the vehicles transport back to Ms. ******* selected repair facility. Payment for the estimated repairs has been processed and issued. We will monitor the repairs for the completion of the vehicle and will consider any additional issues that *** arise related to this matter.

Please feel free to phone me at this office number listed below should you have any questions or concerns.

Sincerely,

*******************************
Claim Manager
AAA Auto Club South Insurance Company
AAA ********* Insurance Company of *******
************
***********************************

Customer Answer
Date: 12/02/2022

Complaint: 18447470

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:11/18/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every end of November for the past 14 years Ive received a bill from AAA Auto. ******* or ******* depending upon where we lived at the time and gladly paid it. On November 16, 2022, I was on my way home from ***********, ** and my light for low air came on. I checked it. Zero air in the front right tire. Pulled off the road. Messaged AAA, they said an hour someone would be there. After an hour and a half I messaged again. Then the link popped up the follow the service tech, I clicked itnothing. I called AAA *******, they tell me Im not a member since 2019..I said my membership was transferred when I moved back in July. They called ******* AAA she said my membership had been transferred to ******* and expired on the 15th and apparently the service called had been canceled. No one called me to tell this info as I sat on the side of the road for over two hours. Ive been a faithful customer and apparently Ive not been covered for 6 months since being transferred. ******* transferred me back to ******* and after holding for 15 minutes the man said hed dispatch someone, but it would be another hour or so. I decided to limp home before dark on my runfat tire..30 miles.
Business Response
Date: 12/09/2022
We spoke with ************************* on December 6, 2022 via telephone and the matter has been resolved.
Initial Complaint
Date:11/11/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company has tow truck drivers that ask for tips, but there is no way through a mobile application to tip the tow truck driver so there is a valid receipt. The tow truck drivers are entitled to receive tips, but asking through Venmo and CashApp is a precursor to unreported income through the Internal Revenue Service.This company needs to work that out through the contracted tow truck drivers.
Business Response
Date: 12/07/2022
We spoke with ****************** on Decembe 6, 2022 via Telephone and the matter has been resolved.
Customer Answer
Date: 12/08/2022

Complaint: 18389103

I am rejecting this response because:
There is a spelling mistake in the reply.

Sincerely,

***********************
Initial Complaint
Date:11/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Me and my dad have been members of AAA since ****. We received a letter from AAA stating that our membership will not be renewed do to excessive use. This makes no sense to us because we have not abused the 4 tows that we have per year. SO we do not understand this decision. We called today and all we were told was to go online and read the handbook. We did that and still are left in confusion. What is the reason for this? The handbook says nothing but that AAA has the right to do so. Honestly why is this even an issue. We have used 2 tows this year so far. We have 4. So where is the excessive use? So are we to pay AAA for a membership that we cannot use? NO clarification has been given. AAA has had a history of long waits. Me and my dad are both heart patients and on my last tow we were left stranded for over 10hrs waiting for a tow. **************** was not an issue but waiting 3-10hrs is ridiculous. Yet we have been loyal customers since ****. Where is the loyalty from AAA?
Business Response
Date: 11/09/2022
*** - The Auto Club Group reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the *** Membership Handbook, which states: Your annual *** Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.

Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed.
Initial Complaint
Date:11/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/1/2022, around 1:00 pm, my car was broken down in a very unsafe place on the Southbound side of the **************** between ******************************. I created an online request for service to have my car towed to a tire shop. I am a 71-year-old elderly woman who has some mobility challenges. I waited on the side of the road in an unsafe location for over 3 hours. I provided AAA with my granddaughter's contact number to reach me because my mobile phone wasn't working. While I waited, I did not receive a call, text, or email with the status of my service call. I was left on the side of the road until 8:15 pm when a family member picked me up. I was so frightened to be in an unsafe environment for many hours. I had to use the bathroom, but I could not because I was left stranded. My daughter contacted AAA to check the status of the tow, and An AAA representative and manager told me someone was coming. However, no one showed up.The business I needed to own my car to was closed; therefore, I could no longer take my car to the shop after hours. As a result, I would need to tow my car to my home. Then, the next day a new service request would be required to have my car towed from my house to the tire shop. I inquired with a AAA representative and manager if the two tows would count for my 2 out of 3 tows for the year. The representative stated that both tow services for 11/1/2022 and a new call for 11/2/2022 would count as one.Nevertheless, AAA did not pick up the car on 11/1/2022. On 11/2/2022, I paid out of pocket to tow my vehicle to the shop. I had to leave my car on the side of the road overnight. Being an older person left stranded on the side of the road for multiple hours was unacceptable, and I was terrified. I want a written apology, unlimited tow, battery, and tire change services for one year, and financial compensation. I am prayerful that AAA will do the right thing and make this terrible situation right.
Business Response
Date: 11/11/2022
We spoke with ***************************** on 11/04/2022 via telephone and once we receive the requested documents we will work with them to come to a resolution.
Initial Complaint
Date:11/02/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Triple A sent me a letter stating that they would not renew my membership for January 2023. I called them and asked them for the reason they gave me no reason and still refused to renew my membership. I was told there is a membership committee that decides these things and they give no reason for not renewal on renewal. I asked to speak to a supervisor was refused I did tell them that this is no way to run a corporate business to just not renew a member's membership who has been with them many years. I even suggested to pay more for the year if necessary just to be renewed because I had done nothing wrong if they were not able to give me a reason for the dismissal.
Business Response
Date: 11/02/2022
*** - The Auto Club Group reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the *** Membership Handbook, which states: Your annual *** Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.

Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed.
Initial Complaint
Date:10/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I switched my home insurance from Frontline to AAA in January 2022. Upon doing so, the AAA agent, *************************, stated he would cancel my old policy with Frontline. I signed and submitted cancellation paperwork with him in January 2022. In September 2022, I received policy renewal information from Frontline sparking concern. I verified my policy was never canceled from **** and immediately took action to cancel it myself. I contacted AAA immediately to notify them of this issue. As of today, AAA has informed me there is nothing they can do to refund me the roughly $2,000 I am owed from the duplicate policies being active as a result of negligence from AAA agent ****. I am requesting assistance in getting AAA to provide me there rightfully owed funds and interest I should have accumulated from the time funds should have been in my possession in January 2022.
Business Response
Date: 10/20/2022
I apologize about any frustration you may have regarding the cancelation of your Frontline policy. AAA insurance previously sent a request to Frontline insurance to backdate the cancelation date with supporting documents showing duplicate coverage. Unlike many insurance companies Frontline declined to backdate the cancelation despite proof of other insurance being provided. Unfortunately, AAA is unable to backdate a policy cancelation through another carrier.
Customer Answer
Date: 10/23/2022

Complaint: 18247474

I am rejecting this response because:
while I understand AAA cannot force another company to help them, AAA still caused this problem resulting in a major loss on my part. AAA failed to complete a task they obligated themselves to completing and needs to take responsibility for the consequences resulting from this. AAA needs to provide a remedy for me as I am a completely innocent party that did exactly as I was supposed to and should not be the one penalized with a $2000 loss.

Sincerely,

***********************
Business Response
Date: 10/25/2022
Though AAA offered to, and did, send over a cancelation request to the insureds prior insurance carrier along with proof of other insurance, it is ultimately the insureds responsibility to make sure their policy is canceled. The insureds prior carrier declined to backdate the cancelation and continues to hold the premium in question. AAA is unable to resolve this issue that lies between the policy holder and their prior insurance carrier. A suggestion can be made for the insured to contact their prior insurance carrier in regard to backdating their cancelation date.
Customer Answer
Date: 10/26/2022

Complaint: 18247474

I am rejecting this response because:
while it may have been my responsibility originally, AAA agent **** said he would take care of it taking that responsibility on himself. When he obligated himself to that task, responsibility transferred from myself to AAA. AAA could have easily declined taking on that responsibility but did not. In fact, AAA volunteered to assist with that task when I was happy to do it myself and did in fact do so with my auto insurance policy. As AAA obligated themselves to that task, they obligated themselves to the consequences by not following through resulting in the $2000 loss.

Sincerely,

***********************
Initial Complaint
Date:10/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 5 my autistic son had a flat tire and no spare. He called for service and waited over 4 hours for someone to come. When they arrived any service station in the area were closed and they left him stranded in the middle of no where. The person who arrived tried his best to help him but was told he could not tow him because it would be more than 10 miles. I pay for the highest package available and you left an autistic individual stranded. I am totally disgusted with AAA and will be canceling this service. Also come to find out his father also pays for AAA also for him so for the past 2 years you have been getting paid double. This company is disgusting.
Business Response
Date: 11/02/2022
We spoke with ************** on 11/02/2022 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 11/02/2022

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. Also they explained more about the plan to me and are also looking into another incident that happened about 8 months ago. Hopefully tow companies will understand they cannot treat people poorly.

Sincerely,

***********************
Initial Complaint
Date:10/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have AAA auto insurance after the hurricane we called in our flooded car claims they have picked up all three of our vehicles and have not issued any settlements. We are without any vehicles and any money we are looking for AAA to pay us are settlements ASAP so we can purchase new vehicles
Business Response
Date: 10/21/2022
Regrettably,our insured ******************, sustained damage to all three of her vehicles from Hurricane ***. The claim was reported on September 30 and an adjuster was assigned on October 3 and an appraiser was dispatched to inspect the vehicles. The vehicles were inspected on October 10 and declared total losses. Market evaluations arrived for all three vehicles on October 14. The insured was contacted on Oct 14 to review the total loss offers and they were accepted. The necessary paperwork (titles) were received from the insured on October 18 and payments for all three vehicles were issued promptly.

The claims process moved as quickly as possible considering the limitations related to the significant impact of Hurricane ******* The ability for our appraisers and salvage facility to gain access to the vehicles was limited due to access limitations because of the storm damage. There were no claim handling delays on the part of our personnel.

We are pleased to report that the matter has been resolved
Customer Answer
Date: 10/21/2022

Complaint: 18210142

I am rejecting this response because:we have not received any phone calls and have not received payment. Geico state farm and Allstate paid their customers the day their damaged cars were picked up
its been 23 days since the storm and we have not received anything !

Sincerely,

***********************
Business Response
Date: 10/25/2022
We have tracked the payment via *** and show that it was delivered today and contact with ****************** has been made.
Initial Complaint
Date:10/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of service request and complaint in question: August 27th 2022 I called AAA 3 or 4 separate times to request roadside service and waited by my car for OVER 10 hours. The first 3 times I was promised a tow, they dispatched the first driver who took 2 hours, said he needed a flat bed to tow me, 2nd guy shows up (after it was put into the dispatch notes to bring a flatbed) without a flatbed! Leaves to get a flatbed. 3rd tow truck comes and says my cars too low to lift onto the bed that they needed a lift..... Nobody showed up after that at all, leaving me by my car to wait. The 4th time I call, a woman answered and I expressed my frustrations at my waiting and still no tow. She discriminated against me by saying I was ONLY a classic member. I told her, "I'm a member, period. Not once should I ever have to worry about not getting the same treatment as other members because my classic plan because I pay for this service. She muttered some form of an apology. I told her I needed to be towed to the nearest preferred mechanic and she says "it's too late to be serviced, I told her, "Had you guys showed up on time with the right truck as previously stated then I would have had plenty of time to be serviced but since I was made to wait for 7 hours that it was now too late.. but regardless that's where I wanted to be towed." Then she said she'd make the next tow a PRIORITY. I never once did I received my requested assistance, I ended up having to tow the vehicle with a friend's help and I ended up having to service the vehicle MYSELF out of pocket for everything. I have never been so offended by an insurance company nor have I felt like my money was wasted more than it was in that moment. I paid out of pocket for the new tires, rims, labor and tow. I've got pictures and documents to confirm these out of pocket (and completely avoidable payments). I, also, missed 2 days of work because of my cars impairments.
Business Response
Date: 10/12/2022
We have attempted to reach **************** under BBB Complaint # ******** via telephone and by email on 09/20/22 & 10/11/2022 but have not received a response to resolve the matter. In the event he contacts us, we will resolve the matter directly with them.
Customer Answer
Date: 10/12/2022

Better Business Bureau:

Complaint ID ********, the number to reach me at the moment is ************ as opposed to the ************ number I had previously. Sorry for the miscommunication and I appreciate your prompt response on the matter at hand.

Sincerely,

*******************
Customer Answer
Date: 10/12/2022

Complaint: 18183625

I am rejecting this response because:

Complaint ID ********, the number to reach me at the moment is ************ as opposed to the ************ number I had previously. Sorry for the miscommunication and I appreciate your prompt response on the matter at hand.

Sincerely,

*******************
Business Response
Date: 11/04/2022
We have attempted to reach Ms. ****** on 11/4/22 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 Answer
Date: 11/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I called back almost immediately and was put on hold until the man told me that you would call back as you were on a call. Hopefully we can get this matter resolved immediately so no more money or time is wasted

Sincerely,

*******************
Business Response
Date: 11/08/2022
We spoke with Ms. ****** on 11/8/2022 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 11/08/2022

Complaint: 18183625

I am rejecting this response because:
You notified me of the companies inability to cover flat tire replacement but you forgot to mention that, in the event of an accident or collision, that my collision coverage would have covered the replacement of my tires. I called about 4 flat tires and nobody wanted to come tow my vehicle so I was forced to have my friend tow it for me and with a lift at that! After being left to wait by my car for 2 days while I waited hopelessly for roadside I was flabbergasted at the neglect of my physical and psychological well being. I had to of gotten the flat tires somehow and all 4 tires being flat isn't caused by 'normal wear and tear. " Therefore collision coverage would have the best option but since AAA never followed up to even see if the requested assistance was delivered they never were able to help me figure out what to do about the damage to my vehicle. Being towed to a preferred mechanic would have been nice to but I was left on the side of the road and then told that I can't be reimbursed for the hundreds and hundreds of dollars spent on the labor and tires and rims and parts and spacers and towing and all of the things that could have been taken care of if the insurance company I pay to make sure I'm ok made sure I was ok.
A reconsideration of the previous "resolution" would be the most productive way to go about this whole entire affair. We've both spent enough time and money on this, haven't we?

Sincerely,

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

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Auto Club South Insurance Company is NOT a BBB Accredited Business.