Complaints

This profile includes complaints for Automobile Club of Southern California's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Automobile Club of Southern California

  PO Box 25001 Santa Ana, CA 92799-5001

• 

  Automobile Club of Southern California

  569 Telegraph Canyon Rd Chula Vista, CA 91910

• 

  Automobile Club of Southern California

  800 La Terraza Blvd #200 Escondido, CA 92025

• 

  Automobile Club of Southern California

  4973 Clairemont Dr #C San Diego, CA 92117

• 

  Automobile Club of Southern California

  12630 Sabre Springs Pkwy #301 San Diego, CA 92128

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:05/15/2025

  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.

  I filed an insurance claim on Aug 2024 and my insurance company failed to reach out to me for over a month after filing the claim finally when they did reach out to me I was informed that my claim was referred as fraud and that I was going to have to talk to an siu invesgator named ******. I asked to get better clarification as to why my claim was being investigated and they failed to provide me an answer and proceeded to investigate my personal life that had nothing to do with my claim ****** ended up getting videos of me from my neighbor ***** and decided to create a fake narrative about my claim. Throughout the investigation ****** ***** failed to address my concerns about ******* behavior and dismissed my formal complaints I submitted covering up her employee behavior and provided false information about me to the ***. I have asked that Dawnde be removed from my claim as this is a conflict of interest becuase I have demanded she be fired for the lies she told *** and their lawyers about me. Dawnde told me that my claim was denied. They didnt allow me to do my EUO, they never took a recorded statement, they failed to provide me with anything about my claim, and they broke several laws. I dont know how ****** ***** is able to get away with the things she has allowed to happen to me and I strongly believe she should be fired its not okay and it needs to stop

  Business Response

  Date: 06/05/2025

  Mr. *********** reported the claim on August 18^th and was contacted within 48 hours. During the first conversation, the he indicated the vehicle was on auto drive when it struck a rock damaging the side and undercarriage of the vehicle.  The policy was reinstated with a lapsed period nine days prior to the incident, the vehicle was towed during the policy lapse period, the Special Investigative Unit (SIU) investigated a prior claim and there was an extensive loss history associated with the policy address.

   

  We attempted to inspect the vehicle at the residence address of record however Mr. *********** was not present.  We requested it be moved to a body shop and we discovered that the claimed damage was not consistent with the facts of loss as reported and it appeared multiple losses had occurred.  The claim file was referred to the SIU.

   

  We attempted to obtain a recorded statement from Mr. ************ which was set for October 15^th and was cancelled by him three minutes before the scheduled time.  SIU completed a neighborhood canvas to determine if anyone had information about the claim and information was obtained from a neighbor.  SIU did not surveil Mr. *********** nor did it release any personal information about him or his claim.

   

  We provided Mr. *********** with numerous dates to provide his recorded statement. He agreed to an appointment on October 25^th and again cancelled on the day of the appointment.  He did appear in our ******************* ************* to provide a recorded statement however would not allow for an orderly interview and he was asked to leave the location.

   

  Mr. *********** was informed of the reason for the continued investigation and was provided with a list of additional documentation that would be necessary to resolve the discrepancies in the file.  Based upon his lack of cooperation, we referred the matter to outside counsel to complete an examination under oath (EUO), which was set for January 3rd.  All parties including the court reporter, independent counsel, and ****** *******, were able to access the zoom meeting using the link provided.  Mr. *********** claimed he could not access the link using his personal computer or iPad.  He wanted to conduct the interview by phone without a camera which was not acceptable for a court proceeding.  We agreed we would need to reschedule the interview.

   

  While we attempted to set a mutually convenient date for the **** we were contacted by the lender holding the Tesla title, who had possession of the vehicle.  The lender inquired about collision damage to the vehicle.  Mr. *********** received a direct payment for a prior claim and did not repair the vehicle.  We were obligated to pay the lender for the un-repaired damage and the payment was issued to them.  The lender provided us with an authorization to image the ********** Recorder (EDR) and cooperated with all of our requests.  The lender made a claim for the damage possibly related to the August 18^th loss as provided by our Lienholder endorsement.  The claim was adjudicated and proceeds paid directly to the lender.

   

  There was damage to the vehicle unrelated to the August 18^th event and Mr. *********** was advised on how to make a claim however did not proceed with a claim.  He was advised any claim submitted would need to be investigated to determine if it occurred during the policy period.  Additionally, any proceeds would be paid to the lender as the legal owner.  We provided him with a partial denial letter with regard to the undercarriage damage as we were able to determine it did not occur on August 18^th.  The vehicle was never declared a total loss and Mr. *********** was  advised his claim has not been denied. 

   

  Mr. *********** has also requested assistance from the California Department of Insurance (CDI) starting on October 8^th.  The CDI has reviewed this matter and there have been no laws broken nor does any conflict of interest exist.  Our position remains the same; the claim has been fully adjudicated with the legal owner and the claim remains closed.  If you have any questions, please contact Claims Manager ****** ***** at **************.

• Initial Complaint

  Date:05/07/2025

  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.

  Hi.Thanks for ********** NOT SELL MY PERSONAL DATA OR USE IT FOR ANY OTHER REASON THAN HELPING WITH FRAUD FROM AAA INSURANCE How will BBB help?July 2024 someone slammed on their brakes, around 5:30 rush hour, traffic was not moving 1mph, in crowded bumper to bumper ******************************, as a scam to extort money out of my daughter.The man is does a common scam. He jumps out running and screaming, you hurt me, you hurt my car, am going to sue you.Witnesses saw, he slammed on his brakes, running in good health, his passenger was fine, threatening a girl. No police, no ambulance, not a scratch on either vehicle. AAA insurance did no investigation, talked to no witnesses, bullied my daughter and I, threatened us, coerced false statements and twisted statements- never looked at my daughters car, never spoke to witnesses, never visited the scene. To raise rates as fraud because they can- they did. They gave this criminal our money , and raised rates. We wrote and wrote, we insisted they do thier job. They were hostile threatening and aggressive. We always paid on autopay- ontime. We added a renters insurance policy the only way we can- on the phone. They add the payment to your next bill. I called 4x about it. They lied I never called. When I proved I did, not easy because they can lie, they admitted I called and ordered the ins. When we needed it- they said we didnt have it. They lied and lied again. They took 2 point off my daughters ins to steal money/raise rates. NOT THE **** NOT THE POLICE. AAA again lied and lied and lied. We cancelled of course. Now they lie and keep charging us and threatening us again. AAA admit they didnt do their job, admit the didnt cover us. They lie we owe money for coverage they admit not giving. They are threatening collections and we need help communicating with collection bureaus about this fraud. The guilty people need to be fined and prosecuted. We want our money back from AAA. AAA needs to be stopped

  Business Response

  Date: 05/30/2025

  Our records reflect a purchase quote for a potential renters insurance policy was initiated on July 18, 2024. No payments for that policy were made nor was the new business application signed to be bound as an in-force policy. Subsequently in December 2024, your automobile insurance policy became delinquent and was cancelled at its renewal date of ******* 18, 2025. At present, there remains an outstanding balance due of premium from the policy period through ******* ******* it relates to the claim involving your daughter, our investigation found there was an impact between your daughters vehicle and that of the other driver. We have secured releases of any future claims upon either you or ***** **** arising from this loss. The claim is presently inactive as all presented claims were paid. You request that we fulfill your renters policy, refund your auto policy premiums, and change records for your daughters driving history from this loss. Given that no renters policy was ever bound and your auto policy is presently expired, we are unable to provide this relief to you.Moreover, our investigation has determined that your daughter was principally at fault for this loss and all resulting damage claims have been resolved.

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 March 3 2025, I received an email that my reimbursement for an out-of-pocket tow was approved and that I check would be mailed. On April 13, 2025 I emailed the assigned associate ******* ***** to inform him I had not received the check. He replied to verify the current address, which was incorrect.On April 14 2025 I requested a replacement check.On April 15 2025, ******* responded to the email stating the check had been cashed on March 14 2025. I responded that neither myself, nor the other person on my account cashed the check.On April 16 2025 ******* sent me the check deposit slip where someone cashed the check under a different name. I responded that the person that cashed the check is clearly not the person named on the check. He then stated he would send this to the fraud department for review. On April 18 2025 I called Member relations and spoke with *****, who informed me I should receive a response within 24 hours. I did not receive a response.On April 22 2025 I spoke with an unknown member in member relations who said they sent an email and I should expect a response within 48 hours. I did not receive a response.On April 24 2025 I spoke with ****** (H141) who stated she was a supervisor and sent an email to the fraud department as well as provided me with the number ************ to call. I called this number and was sent to voicemail, and left a message. I did not receive a response. On April 29 2025 I called and emailed ******* ***** to get an update. I did not receive a response.On May 5 2025 I called member relations and spoke with ***** who informed me that every supervisor is in a meeting and is unavailable.

• Initial Complaint

  Date:05/01/2025

  Type:Product 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.

  I am writing to formally file a complaint against AAA regarding a refund owed to me since February 2025. Despite multiple attempts to resolve this matter directly with the company, I have yet to receive the funds or a suitable alternative resolution.AAA claims the refund was issued via check, but I have informed them multiple times that I never received it. I have requested that they cancel the original check and issue the refund through another method, such as direct deposit or ******. Still, I was told they cannot provide another payment method.This delay in fulfilling a simple refund obligation and the lack of flexibility in resolving the issue have caused me financial inconvenience and unnecessary frustration. I have been patient and cooperative, but after nearly three months with no resolution, it is necessary to escalate this matter.

  Business Response

  Date: 06/09/2025

  Please accept our apologies on behalf of the organization for any frustration you may have experienced when contacting us regarding your policies. According to our records, your address was verified on four separate occasions with our representatives, and refund checks for both your auto and condominium policies were mailed to the address on file as requested: 1979 **********************************************. Despite these efforts, we understand the refund checks were not received. Following a message left by **** ****, you contacted us on May 27, 2025, and provided a new mailing address. At your request, the refund checks in the amounts of $279.81 (auto policy) and $685.00 (condominium policy) have now been reissued and mailed to the address to: **************************************. If you have any questions, do not hesitate to contact Ms. **** at **************.

   

  Customer Answer

  Date: 06/09/2025

  
  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,
  
  ***** Ann *************************

• Initial Complaint

  Date:04/29/2025

  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.

  Good morning. RE. Vehicle not being repaired by AAA insurance shop properly and now its worst. At shop 3 times and now they are not repairing. Please help. The car went over the curb and ended in the grass area. All wheels hit the curb. And car flew 15 feet and landed in grass How can this not be covered??It has a bent wheel and they did not fix it also. Amazed at poor workmanship. Picture attached of where it landed. It was not repaired from the beginning. Please advise what I need to do next ? Thank you

  Business Response

  Date: 05/15/2025

  In your inquiry, you mentioned concerns involving repairs which were not covered for your 2020 ******. After reviewing the claim, ****** ******* contacted you on May 1st to inform you that after additional information was reviewed, it was determined that the left front tire, wheel, and transfer clutch would be covered under the claim. Our claim file also reflects that the wheel and tire have since been replaced, and the vehicle will be going to ****** for the additional repairs to be completed. If you have any questions,please contact Ms. ******* ****** at **************.

• Initial Complaint

  Date:04/28/2025

  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.

  I have been a member of AAA for close to 10 years and was on autobill. I just called in tonight to get a jump start and found out my membership had expired because of an outdated credit card. The guy on the phone said the membership office was closed but that I could go online to resign back up and then call back to order the service. Well I signed back up and then was notified by the next agent when I called back that because my membership had lapsed I now have a 3 day ***** period that I cannot order a service without paying another $125. I told her I had been a member for years and years, and she said yes I can see that but because your membership lapsed, you now have to pay the $125 or wait three days for service. That is absolutely terrible service. I was not notified that my service had been interrupted due to my credit card. I would like someone to contact me and fix this. My new membership number is: ****************. My phone numbers associated with my current and former accounts are: ************ and ************.

  Business Response

  Date: 04/28/2025

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

  Business Response

  Date: 05/15/2025

  Our records reflect the prior membership expired in 2024 and multiple renewal notices were sent to the address on file that is the same as the new membership purchased on 4-27-2025. ***************** requested within the first 3 days of membership are subject to a $125 Early Use Fee for each service rendered. If you have any further questions, please contact Emergency Road Service escalations at ************.

• Initial Complaint

  Date:04/28/2025

  Type:Billing 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.

  AAA took ****** from my *************** WITHOUT my authorization. I called to inform them that they had no right to remove my funds without my okay. I did receive a letter from them, informing me they were refunding me my money back. I still have not received ANYTHING from them. My name on the account is ****** *******. And my phone number associated with AAA is ************. Consequently, I have CANCELLED my service with AAA after they stole my ****** without my okay. I am DEFINITELY willing to discuss this with the news media. I am on Social Security and simply cannot afford companies stealing my money. Since this terrible experience I will NEVER entrust my credit card and banking information to AAA.

  Business Response

  Date: 04/28/2025

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

  Business Response

  Date: 06/09/2025

  Please accept our apologies on behalf of the organization for any frustration you may have experienced when contacting us regarding your membership. Following your conversation with my associate **** ****, the payment of $229.00 was automatically debited in accordance with the AutoPay plan that you were enrolled in and disputing the payment with your bank prevented a refund from us. However, I was very pleased to have been informed that you have received the funds from your bank. As a reminder, because we are a member-based organization, an active membership is required in order to maintain an automobile insurance policy through the Club. Should you wish to continue your coverage at the next renewal, please remember that a valid membership will need to be in place. If you have any additional questions, do not hesitate to contact Ms. **** at **************.

• Initial Complaint

  Date:04/25/2025

  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.

  After being with AAA of Southern California for 35 years for Home, Auto, Roadside, and Earthquake coverage: I had to move to ******* for several months so had to acquire vehicle insurance in *******. AAA required that I cancel my CA vehicle insurance and obtain AAA Arizona vehicle insurance -- as if it's a completely different company. I lost all my loyalty discounts and had to pay AAA a huge amount for vehicle insurance -- much more than previously in California. They told me that I could still retain my Condo and Earthquake Insurance in California and the price would not change since they had already made the offer. But that in 2026, they can't guarantee anything. This was 2 months ago, and now I have received a bill for additional costs for Condo Insurance -- because I "no longer have a multi policy." When I call to ask about this, I am told "there is nothing we can do." After I changed my address with AAA, they continue to send mail to my old address. I called for the 3rd time today, and again I am told, "there is nothing I can do." They tell me I have a secure address that they can't see and all they can do is send a message. They have told me this 3 times. The second time involved a supervisor. The third time I called, the *** told me there was "nothing she could do." She could not give me the phone number of anyone who could do anything. She placed me on hold to get a supervisor on the phone. She was not happy with my complaint and she left on the phone indefinitely. Other than the $231 adjustment that they will probably never give me, I mainly just want them to correct my address.

  Business Response

  Date: 06/09/2025

  Please accept our apologies on behalf of the organization for any frustration you may have experienced when contacting us regarding your accounts. Following your conversation with **** ****, your mailing address has been updated. If you have any questions, please contact Ms. **** at **************.

   

• Initial Complaint

  Date:04/24/2025

  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 3/14/2025 I contacted AAA Roadside Assistance, as I noticed that my truck was hard to start. They sent a technician to my home and ran a test on the battery. I mentioned that the truck had been difficult to start recently on a few occasions, and was concerned that the battery was going, however, the technician claimed that the battery was 70% good. He indicated that if I wanted a new battery I would have to pay for one in full and they would not honor the pro-rated amount that was indicated on their contract when I had the battery installed. In the following few weeks I required a jump start on two separate occasions. On 4/9/2025 I took the truck to my mechanic to again test the battery. He indicated the cold start amps for the batter were around 300 and were supposed to be around 700, so I had him install a new battery. I again contacted AAA and explained my displeasure stating that if they had properly tested the battery they would have noted that the cold start amps were not sufficient and that I should have been entitled to the 40% discount of pro-rated discount towards the purchase of a new battery. It is my belief that AAA did not want to abide by their written warranty, and their "member relations" person ****** ****** stated on 4/11/2025 that they followed all company procedures. I requested to speak to her manager, but as of today I have received no response. I have been a AAA member for over 23 years and am frustrated that this is how they would treat a member. It is my belief that I should be entitled to a monetary refund equivalent to the 40% of the cost of a new battery. I appreciate your help with this matter and look for an equitable solution.

  Business Response

  Date: 05/14/2025

  We assure you that our procedures were followed in accordance with our battery warranty guidelines. Battery replacements are provided when the AAA battery yields a fail test result. This ensures we provide a consistent and accurate service while maintaining the integrity of our warranty program. However, since you chose to purchase a replacement battery elsewhere, we are still able to honor the terms of your warranty. We counseled our staff to avoid a recurrence of this nature in the future. You requested a prorated refund of your AAA battery purchase. In a separate mailing, you will receive a battery reimbursement in the representing a prorated refund of the AAA battery that you purchased. If you have any questions,please contact Ms. ********* ******* at **************.

  Customer Answer

  Date: 05/19/2025

  
  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

  Date:04/19/2025

  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.

  They will not remove my son from my car insurance plan. He does not drive my cars and he has his own insurance policy that he pays for himself. He is an adult. They have recently sent him my bill and tried to make him responsible for my bill , which made him pay it without knowing it was not his bill

  Business Response

  Date: 05/09/2025

  
  Our records indicate that in your son, *******, is listed on your auto insurance policy as a cross-insured driver in the household (a driver in the same household with their own AAA policy). For clarity, our underwriting guidelines require all household residents to be listed on your policy as rated, excluded or cross insured drivers. Since ******* is listed on your policy as a cross-insured driver, there is no additional premium because he is insured on his own AAA auto insurance policy. On 3-17-2025, we mailed you a notice of cancellation stating that your auto insurance policy would be cancelled effective 3-29-2025, because we did not receive the required payment. In compliance with mandated guidelines, we also mailed the notice of cancellation to the other non-excluded drivers listed on your policy. You provided a payment on 3-19-2025, to avoid your policy being cancelled. ******* also provided a payment on March 21, 2025, because he received the notice of cancellation that we mailed and believed the cancellation notice was for his auto policy. However, the payment that was mistakenly applied toward your auto insurance policy was transferred from your policy and applied toward Michaels auto policy on 3-31-2025. Manager, ******* ******* advised that she contacted you to address the concerns outlined in your complaint. Ms. ******* explained that she obtained an exception to our underwriting guidelines and was able to remove ******* from your policy as requested. The change to your policy was effective May 2, 2025, and we mailed you an updated declaration page confirming the change to your policy. If you have any questions, please contact Manager, Mr. ******* *****, directly at **************.