ComplaintsforAuto Club South Insurance Company
Roadside Assistance
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Complaint Details
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Initial Complaint
06/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ***** ******* ****** **** ******* , Identified with driver's license: **********. located at : ************** ********* PA. ***** . I am sending you this letter to greet you. I take this opportunity to file a complaint against the company: American Automobile Association (AAA) of the state of Pennsylvania, of which I am a member.( policy number : PAA ********* ) . The reason for this complaint is due to the bad service that this company gives to me.. More information about this complaint, you can read in the letter that is as an attachment. I hope that you will excuse me. I am a Hispanic immigrant with a basic knowledge of the English language. For this reason, I have written the letter as an attachment in Spanish, my mother tongue. Yours truly: ***** ******* ****** **** ******* .Business response
07/08/2021
Business Response /* (1000, 6, 2021/06/22) */ Good Day BBB. This inquiry needs to be re-directed to AAA of Pennsylvania which is not part of our group. You might look over his documents and see if there is a contact source. For example, there is a tool free number on his proof of insurance. The company appears to be: INTERINSURANCE EXCHANGE OF THE AUTOMOBILE CLUB *****************************, CA XXXXX XXX-XXX-XXXX. Hope this helps. Best regards, AAA-The Auto Club GroupInitial Complaint
06/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 09/16/2019 I booked a trip which included a Uniworld Cruise with Julia S, AAA Travel Agency. The booking number is *******. The total of the trip was $31767.46. The cruise and trip were cancelled. To date, I have received only about $8,000 in refund money, despite having purchased trip insurance through AAA. I have had repeated contact with the agent and my credit card company, to no avail. Each time, the situation becomes more and more confusing. It is not clear to me how much money will be refunded and from whom. I have tried to at least recoup $17,000 that I paid, but so far have not received that money. I would like a full and complete refund, preferably in a check that I could pick up at the AAA office in Naples.Business response
08/05/2021
Business Response /* (1000, 10, 2021/07/19) */ Member was refunded in full as requeested, third party vendor uniworld did verify this on Friday. Agent has contacted member also and everything has been resolved. This was not an issue with ACG but a vendor ACG used for travel.Initial Complaint
06/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I became a AAA customer in 2020. My auto insurance policy was set to expire on 6/12/21. On 6/1, I contacted insurance agent Brandy T to request an updated quote so that I could (i) modify certain coverage limits and (ii) compare the quote to competitors. She sent the updated quote and I declined/cancelled on that same day. On 6/3, I received an auto-pay email notice for my cancelled policy. I then turned off the auto-pay feature in my account and received online confirmation that the feature was inactive. I also notified Ms. T via email and requested further assurance that I would not be charged for an auto policy that I had cancelled. I received no response. On 6/9, Brandy emailed me an auto insurance declaration despite my cancellation. I called her to have this issue resolved, but received no response. On 6/14, my credit card was charged $917.54 for the cancelled policy. I emailed Ms. T to get assistance with this erroneous charge and again, received no response.Business response
07/21/2021
Business Response /* (1000, 10, 2021/07/21) */ Good afternoon, On 6/1/21-Our rep Brandy spoke to the insured several times she provided a quote but 6/1/21 Ms. ******* told her she will be securing insurance through Geico. on 7/16/21 A member of management spoke to the insured, she confirmed she wanted the ACG Auto policy cancelled effective 6/12/21. The manager sent the cancellation form to the insured via DocuSign and upon receipt, the policy canceled flat. Consumer Response /* (3000, 16, 2022/03/16) */ ***Document Attached*** AAA Auto Club Group responded to this BBB complaint by acknowledging that I cancelled my policy effective 6/12/21 and providing a Policy Release, which was executed 7/22/21. I thought this had concluded the matter; however, AAA recently sent my information to a collection agency in an attempt to collect funds for the very same policy that it acknowledged had been timely cancelled. I have attached the Policy Release as well the collection letter I received concerning the alleged debt for a cancelled policy. I would like to have the erroneous debt collection matter resolved ASAP before it impacts my credit score. Business Response /* (4000, 18, 2022/03/23) */ After speaking to the member and researching the situation, we realized that this was a mistake on our end and we are in the process of rectifying it. The billing department is in the process of reversing the charge on her auto policy account.Initial Complaint
06/11/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Our car shut off on the way home from the Orlando International Airport Saturday morning at 1:30 a.m. We had to park it right before an exit(very dangerous) but this is where it shut down. We contacted AAA immediately to have it towed. We have a membership for this reason. When we called there was a message to use the app so we downloaded the app and was told it would be three hours. Three hours came and went with no tow truck in site. We contacted AAA and was told for some reason no one was assigned to our vehicle. Now keep in mind it's late at night. While waiting we were nearly hit three times. We had to stay outside of the car because we were worried our car would be hit because of the location. AAA told us someone was assigned to our vehicle but it would take another hour. It is now 4:30 a.m. We have been traveling all day and extremely tired. No one came at 5:30. I called a third time and spoke to a manager. At 7:30 someone finally showed up!Business response
07/29/2022
Business Response /* (1000, 18, 2022/07/29) */ We spoke with Ms. ****** on August 6, 2021 via telephone and the matter has been resolved." Consumer Response /* (2000, 20, 2022/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Matter was resolved.Initial Complaint
06/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I joined AAA in May of 2020 and upon membership did not want to be on their postal junk mail list. There wasn't a way to do this online, so per their archaic process I printed and filled out a form and mailed it in requesting that I opt out of receiving AAA junk mail. Despite following their procedure, I have been receiving postal junk mail from AAA all year long. I called today 6/8/2021 and spoke with Angel in customer service and Isaiah in "customer resolution", who both said I'm already on the do not mail list but they will "let them know" that I don't want more mail. They wouldn't provide contact info for the marketing dept or any other means of confirming that it will definitely go through despite the clear fact that their system is flawed and people receive mail even when told they won't. They also said there is a larger AAA organization that I cannot ever opt out of receiving mail from and there is no way to contact them. This is completely unacceptable.Business response
06/25/2021
Business Response /* (1000, 5, 2021/06/09) */ Thank you for the feedback. The member's profile has been updated to stop the communications. This process could take up to four weeks to cycle through which means he should disregard any communications in the interim. Thank you, AAA-The Auto Club Group Consumer Response /* (3000, 7, 2021/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know who it is that has responded and their title: if they are customer service, which seems to have no actual power to do anything and just says what they are told to say, or if it is a representative from the actual marketing department that I am trying to reach. In other words I'd like to know if I'm hearing from someone who can actually legitimately make and confirm the change or am I just being told (again) that it's been changed when nothing has or will actually happen.
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Customer Complaints Summary
218 total complaints in the last 3 years.
78 complaints closed in the last 12 months.