ComplaintsforAutomobile Club of Southern California

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunday Oct. 17 about 4:15pm I called AAA to come to my home to install a new battery in my car. The battery had died and I recall I purchased it at ******* I discovered it was still under warranty and I went to ****** and picked a new one up with the understanding I would return with the old battery once AAA removed it from the car. AAA finally arrived at 5:45pm, an hour and a half later. Once there the driver informed me that it was AAA policy not to touch the battery that was not purchased from AAA. I was told it was a liability issue which I disagreed with. AAA is a service I pay for and just because I didn't buy a AAA battery is no reason to refuse to install my new battery which was a warranted item from ******* Why would I buy a another battery from AAA? I found it difficult to remove the battery since new batteries are no longer just two connections but several wires and connections I was not familiar with. I now have bruises on my arms from working on it. Unprofessional.

  Business response

  11/19/2021

  Although your ********* membership does not cover installation of 3rd party batteries, the membership still covers jump starts and mobile battery service should you purchase a AAA battery which comes with a 3 year free replacement warranty should the AAA battery fail due to a manufacturing defect. In instances in which mobile battery service cannot be provided, our service technicians are to recommend towing service to a place of repair that can assist you with a situation such as yours in which you required a 3rd party battery to be installed. We apologize if this did not occur and will be reviewing with the battery technician, as to avoid a recurrence of this nature in the future.   Although we are unable to make a membership dues payment adjustment, be assured that your service request was not counted as one of your allotted service calls for the current membership usage period. If you have any questions or comments, please contact *****************************, at **************.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter in the mail from AAA several months ago informing me that because I am a Sprint member my auto membership fee for this next year has been covered and I do not need to pay it. Immediately after receiving this letter, I called AAA to verify the validity of this letter and was informed that I am correct, my auto membership for this next year has been covered. Fast forward several months. I have received multiple letters informing me that my membership is about to expire, which I ignored, because again, I was told that I do not need to pay anything for this next year. About two weeks ago when I called in to pay for my renters insurance, I verified with the lady that once again, my auto membership fee has been covered. Today, I received a letter stating that I am past due on my auto membership. I called the listed phone number after hours, entered in my member information only to find out that everyone I spoke to lied and tat I still owe $53 for my auto membership fee.

  Business response

  10/19/2021

  After reviewing your membership account, we were able to determine a duplicate membership had been created from the information sent to us by AAA ********. At this time, the duplicate membership has been cancelled. A new card has been issued to you under the correct membership number, and will arrive in the next **** business days. As discussed, your AAA Membership was indeed renewed by Sprint and your membership is currently valid through September 2022. We apologize for the confusion that this matter has caused and appreciate your patience in getting this resolved. If you have any questions or further concerns, please contact our ********************* at **************.

  Customer response

  10/22/2021

  
  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

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for roadside assistance as my vehicle was immobile and I was on the shoulder of the freeway. They told me it would be up to an hour. After waiting and calling back I was told somebody different would be coming. Then I waited and called back and was told that no other driver was dispatched. When I had been waiting for 3 1/2 hours I was told nobody could tow me home until after 6am, but somebody could probably pull me off the freeway sooner. In the end I spent 6 hours on the freeway, from 11:15pm until 5:15 am. It was an unsafe situation to have left me and my 1 year old daughter in. Every person I spoke with knew I was on the freeway and knew I had a baby in the car with me.

  Business response

  11/19/2021

  Based on your service experience, we have reviewed these events with all parties involved. In an effort to avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service providers alike of this commitment, and to ensure we are providing alternative service options to our members when there is a delay or service unavailability. We extend our sincerest apologies for the inconvenience you experienced when in need of roadside service. As such, we have credited your service call from September 24, 2021, and will be providing you with a complimentary membership for your next renewal. If you have any questions,please contact *****************************, at **************.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I pay for and have their annual Premier Roadside Assistance Package. AAA completely failed me when I had a flat tire that needed to be changed. They left me stranded and abandoned. Literally, they did not send a truck out to. Help me and I was broken down for over 6 hours. Ultimately, Good Samaritans stopped and and provided the tools needed to change the tire. AAA never called or checked on me. They completely failed to provide the service I pay for.

  Business response

  11/17/2021

  Be assured that it remains our mission to keep our members informed and to provide service in a timely manner.  It is with great regret to know that this did not occur on this recent service experience.  In an effort to avoid a recurrence of this nature in the future, we have counseled both our staff and service providers alike on the importance of keeping or members informed along with ensuring that alternate service options are provided when there is a delay or service unavailability. We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. As such, we will be providing you with a complimentary membership for your upcoming membership renewal. If you have any questions,please contact ***************************, at **************.  

  Customer response

  11/23/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  AAA of California has apologized and acknowledged that they left us stranded, abandoned and failed to provide the service we pay for.  Know that AAA moved at a snails pace.   They only apologized and owned up to the failure after I contacted the Better Business Bureau.  Also know that I think the apology took a long time and appears more mechanical than sincere. They have promised to provide our coverage for 2022 free of charge. Nothing can repay us for our time wasted or broken promises or lost faith in them, but I accept the resolution theyre offering.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had AAA roadside assistance for many years. We got a flat tire coming back from ************ and my partner, ***********************, called AAA to request a tow truck at 4:08 pm. We found a tire place to take the car to that closed at 6:30. We were told a tow truck would be to our location at 4:45. By 5:00 no one had arrived. We called back and were told that they were having issues getting a tow truck but they would keep trying. By 5:30, we heard nothing and called back again. We spoke to a supervisor names Kirin who said she would escalate the importance of our request. By 6:00 we heard nothing. We called and spoke to supervisor ***** who told us she was going to dispatch to a different location and that a tow truck had not been ordered previously, just roadside assistance. She said she would request a tow truck and call us back in 10 minutes no matter what. It is 10:14 at night and I have received no call. When I try to call, no one answers. AAA completely abandoned us.

  Business response

  11/17/2021

  We have reviewed these events with all parties involved. In order to avoid a recurrence of this nature in the future, we have counseled both of staff and contracted service providers alike on this importance of keeping our members informed along with ensuring that alternate service options are provided should there be a delay or service unavailability.We extend our apologies as we were unable to provide you with a totally satisfying member experience. As such and a gesture of goodwill, we will be providing you with a complimentary membership for your upcoming membership renewal. If you have any questions, please contact ***************************, at *************.  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my key fob to my 2008 Lexus. I called Lexus, made appt for replacement. I called AAA requesting a tow. the service rep talked me into using a locksmith instead. I told her I was very hesitant because this included Computer programming. But I reluctantly agreed to use their locksmith. After 2 days locksmith completely broke the computer. My car was undrivable Finally towed car to Lexus to find $7,000 worth of damages to the computer. *********** Security Lock also ripped the leather car seat He finally put a claim into his Ins The ins is covering computer but not torn seat. I found out Day and Night Security Lock does NOT have a Contacts License necessary for the work they attempted on my car. AAA at fault for using unlicensed contractor and *********** is responsible for all damages due to incompetence and being untrained. He or ins wont fix seat, pay for additional ins, the broken appt fee I incurred and other incidentals. *********** refuses my calls and emails.

  Business response

  11/17/2021

  As an independently owned and operated business, Day & Night Security Lock & Safe is responsible for any damage resulting from its own actions or those of its employees. In an effort to assist you, the ********* has taken on the role of mediator and has enlisted our Member ******************** to resolve this outstanding matter between you and Day & Night Security Lock & Safe. In order to move forward with assisting you with this matter, we would require documentation from you which includes pictures of the damage, receipts and or repair estimates, along with receipts of the additional expenses that you incurred as a result of this incident.  At your earliest convenience,please reach out to *****************************, at ************** to provide this documentation for review. We extend our apologies for the inconvenience that you experienced when in need of roadside service. As such, we will be providing you with a complimentary membership for your upcoming renewal.

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18/21, I requested a towing service for a non-operational vehicle. I called the day before to ensure this was a service covered by AAA. I was told it was. I called to order the tow request around 1:15pm. I was given an ETA of 1:48pm. I called back at 2:20pm, to check on status. I was given a new ETA of 5:37pm. Then I was contacted to tell me the service was not covered. I spoke to a supervisor who approved the service. I was given ETA of 7:30. They didnt show, got new ETA of 9:20pm. I called at 9:50 and then 10:50pm. Was given ETA of 11:10pm. Got a phone call at 11:15pm with new ETA of 2am. I have paid for roadside service for 31 years. First time requesting towing service and not getting the service promised when I paid. I believe AAA owes me a refund of my membership fees since they have failed to provide the promised services. I have been paying for the Plus membership for almost 10 years, which I did so I could get towing coverage in case in need.

  Business response

  11/17/2021

  Based on your service experience, we have reviewed these events with all parties involved. In an effort to avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service providers alike of our commitment.  Be assured that remedial action has taken place. As a gesture of goodwill, we will be providing you with a complimentary membership on your next renewal. If you have any questions, please contact ****************************, at **************.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept. 16 2021 AAA **************** is contracted with **********************. First they told me it would be 2.5hrs wait time. Which is long enough, but after calling them 2.5 hrs later for an update, they said it would be an additional 1.5 hrs. Waiting in a hot car on the side of the road for 4 hrs is ridiculous. This is the second time AAA/S&R does this to me. Last time I waited for 5 hrs for a tow. I dont understand why such a good company like AAA is dealing with S&R towing.

  Business response

  11/17/2021

  Based on your service experience, we have reviewed your concerns with all parties involved. In an effort to avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service provider alike of this commitment.  Be assured that the appropriate corrective measures have taken place. We extend our sincere apologies to you as we were unable to provide you with a totally satisfying member experience. As such, we have credit that last two service calls back to your membership, and will be providing you with a complimentary membership on your next membership renewal. If you have any questions, please contact ***************************, at **************.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, 2/12/2021, I called AAA and notified them I bought a new car on 2/11. They advised me they would add a new car to the policy. On Saturday, 2/13/2021, I called and notified them that I sold one my my old car and please take off my policy. I was told that AAA system cannot take 2 transactions at the same time, the first transaction would have to be completed before the second transactions can begin, and that the first transactions would take up to 30 days. Since then, I had called 4 times (each time on hold for more than 30 minutes - 1 time over 60 minutes). Some people are rude, all promised to take care of the situation once the system had a chance to process, no need to worry. I had also visited ****************** twice and talked to 2 people,....."the Systems......be patient.....we will not overcharge you,,,,,,".I have been Overcharge since February, in this day and age, who has an antiquated system like this. I don't know how AAA does business.

  Business response

  08/25/2021

  Not out member/ insured.  You need to send this complaint o AAA in Southern CA.

   

  Lakshmi Pal

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

  Customer response

  08/30/2021

   
  Complaint: 15782655
  
  I am rejecting this response because: I may not be a member of the AAA region that the BBB forwarded the complaint to, as a ***************** the AAA regional office that received the complaint, should have forwarded to the appropriate office,
  
  Sincerely,
  
  *********************

  Business response

  09/27/2021

  Response offers apology. We confirmed all concerns have been addressed and if there are any questions, please contact ************************* at ************.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TOTALLY AND UTTERLY UNACCEPTABLE!! Initiated request for **************** at 7:45PM. Received ETA of 9:15PM. 9:15PM, no one has come. I call and get told 10:15PM. I call at 10:45 and get told 11:45 PM. I left out the hold times on the phone with AAA. How terrible is this.. How would they feel with their loved one waiting that long for Roadside Assistance? AAA advertises how their services are and this is what I get. Unreal. I dont want to be unprofessional on here but I could write a lot of things that would be more than valid after the experience Ive had. AAA needs to be held accountable for something.

  Business response

  03/17/2022

  This does not appear to be a Automobile Club of Southern California roadside assistance call. This appears to be a vehicle manufacturer roadside assistance request. Please re-direct to the correct company for review or contact our roadside assistance management at ************.
  
   

*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. ↩