ComplaintsforAutomobile Club of Southern California

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my claim 01/28/2024 about my car being stolen. They have taken so much time in trying to figure it out. I gave them all the info they needed as soon as possible. I did my part and they just keep taking a long time in resolving it. I call to follow up because they don't tell me anything unless I follow up with them. I call multiple times and leave voice mails for them to call back but I never receive a call back. I have to keep trying until they answer. I am very upset that they ar very unprofessional that they do not give me any info or follow up. I want my vehicle back because I need it. I've made 2 payments in my vehicle and I'm going to pay once again. I hope you guys get back to me and figure it out unlike the people that are helping me. I have my claim number as well if needed so you guys can do something about it.

  Business response

  04/22/2024

  Our file reflects regular contact with you and your chosen repair facility. There was a delay in receiving the initial photographs from the body shop due to storm activity. The file reflects we have been able to resolve how the ignition was likely defeated and verify the subsequent damages by utilizing an independent expert. As you were advised on April 8, 2024, your vehicle has been moved to your chosen shop where an estimate can be generated and repair can begin if economically reasonable. Should you require further information, please contact Claims Manager, *********************** at **************.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car Battery bought with a 36 month replacement warranty. I want a new battery, since the one I have is bad. REF# for purchase ******. Battery was installed by ************, a AAA contractor.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Person at fault dud not hold responsibility. Person at fault had expired license left scene before chp arrived

  Business response

  04/05/2024

  You indicate that our insured driver is at fault for this loss and you also request the repair of your vehicle. Our file reflects that the loss occurred on southbound Interstate *********************** *******,California. There were no witnesses or California Highway Patrol traffic collision report for the incident. On March 23rd, our insured reported in essence that you changed lanes into his vehicle. On March 23rd,you reported that our insured changed lanes into your vehicle. After completing our review of this claim, you were notified by letter dated March 25th that our insured was not responsible for your damages and your claim was denied. Unfortunately, due to the conflicting versions of the loss facts, and a lack of an independent witness or traffic collision report, which could support that our insured is responsible for your damage, we regret to inform you that we re-affirm the prior denial of your property damage claim. If you have any questions about your claim, please contact Claims Manager *****************************, at ************.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Automobile club of Southern California also known as AAA was running an ad on public television in *********** claiming they would give a $25 gift card if you signed up for their service I never got the card I asked multiple times on the phone was told I would receive the card but never got it, this is deceptive advertising its misleading, I was lied to, I got cheated out of my money.

  Business response

  04/15/2024

  
  We understand that you worked with our Agent on January 20, 2024, to purchase a new AAA membership and request your gift card. The agent recalls that she requested the promotional gift card on your behalf at the time she set up your membership. Our records show that her request was processed successfully, and on February 5, 2024 your gift card was mailed to the address listed above. Our records also show that you spoke to our ********************* representative on March 5, 2024, and advised her that you had not yet received your gift card. At that time, the phone agent ordered another gift card and an email which provided instructions how to redeem the offer for your gift card was sent on March 12, 2024. The redemption email was sent from ****************************** to the email address we have on file for you, ******************* In response to your correspondence to the Better Business Bureau, we deactivated the redemption email that was sent on March 12, 2024, and on April 2, 2024, we shipped a $25 **** Gift Card to your address listed on your membership. Additionally, Manager, *********************** advised he attempted to contact you to address the concerns outlined in your correspondence directly. Since he was unable to reach you, he left a voicemail providing his direct contact information for a return phone call for any additional inquiries regarding your AAA membership. If you have any other questions or concerns, please contact *********************** at ************.
  
   

  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 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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unable to get through AAA underwriting for Homeowners Policy . Mistaken claim on our home from State Farm Insurance. Documentation provided, including a letter from State Farm indicating claim was on my sisters condo in ***********. Not sure what to do?

  Business response

  04/05/2024

  While trying to initiate a new homeowner's policy, you were informed that your home did not qualify to be insured by AAA because of a prior claim. You mentioned that although you provided documentation that the claim was on your sister's condominium, AAA was still unable to insure your home. At this time, you are requesting that AAA insure your home. *************************** contacted you to address the concerns outlined in your correspondence to the Better Business Bureau ****************** explained she would resubmit the documentation you provided stating that the prior claim was for your sister's condominium and was mistakenly associated with your home to our *********************** for an exception to our underwriting acceptability guidelines. On March 27, 2024, the request for an exception to our underwriting acceptability guidelines was approved by our ***********************. Our sales agent contacted you on March 28, 2024, and initiated a new homeowner's insurance policy for you effective March 31, 2024. If you have any other questions or concerns, please contact ***************************, Insurance Business Manager at ************.

  Customer response

  04/05/2024

  
  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

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  made a claim due to a large storm that lead to damages to my roof and caused a leak into my bathroom with aaa home insurnace. First they stated they would cover the costs and then two hours later stated they would not and would need to send another adjuster out. AAA home insurance stated that I had a faulty roof and that is what caused the leak not the storm. I sent multiple pictures of damages from storm debris and all pictures of damages from the storm. AAA home insurance is a scam and they dont want to cover anything.

  Business response

  04/05/2024

  Our response to the insured explains all claim handling in detail.  The insured loss was being investigated for coverage and was not denied. Ultimately, the case has been resolved upon receipt of the roofers report. If you have any questions, please contact ********************************* at **************.

  Customer response

  04/05/2024

  
  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

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim in October 2023 with AAA and took my vehicle in for repair January 4th 2024. The repair company has been communicating with AAA and they and I have talked to 3 different agents at AAA. It is currently in the hands of ***************************** ************, claim # *********. They have only covered 30 days of rental car coverage. I have been borrowing vehicles and begging rides from friends. ***** keeps saying someone by the name of **** is working on it but nothing happens. ***** does not return my calls and trys to blame the repair shop. I don't think I should pay deductible or future payment for coverage.

  Business response

  03/11/2024

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

  Thank you.

  Business response

  04/09/2024

  
   
  
  
  
  A repair estimate for your 2018 Chrysler Pacifica was completed at one of AAAs preferred repair facilities on November 01, 2023, and payment was issued to you for the repairs. You contacted AAA on January 03, 2024 to advise that you would be dropping off your vehicle for repairs at West Mesa ***************************** rental car was authorized and you obtained the rental car on January 04, 2024. Per your AAA Auto Policy, rental car coverage is provided for 30 days. AAA and your shop, West Mesa ************** worked together throughout the repairs of your vehicle. There were additional repairs needed from the original estimate that the shop found and worked with AAA for approval in order to have your vehicle repaired back to manufacture standards. There were also multiple part delays from your vehicle manufacture that AAA and the shop are unable to control that delayed the completion of repairs. I am happy to hear that your vehicle repairs have been completed to your satisfaction.
  
   
  
  In regard to your $1000.00 Collision deductible; this does apply to this loss based on the AAA New Mexico auto policy verbiage;
  
   
  
  PART IV PHYSICAL DAMAGE
  
  COVERAGE G COMPREHENSIVE
  
  COVERGE H COLLISION
  
  OUR PROMISE TO YOU COVERAGES G AND H
  
   
  
  We will pay for direct and accidental physical loss to your insured auto and any other auto. Payment will be reduced by the applicable deductible shown in the declarations.
  
  
  If you have any questions, please contact ***************************** at **************.
  
   

  Customer response

  04/09/2024

  AAA took days between communications with West Side Repair. Docs wer sent to AAA and (NICK) **** **** review them the several days. Then tha 1st 2 agents reviewed them and finally turned this over to ***** (aledgedly their supervisor) who finally contacted (****) and proccessed paper work. My 30 day car rental coverage did not cover all the time it took to repair the vehicle.This created a major transportation issue because they processed things so slowly. They should cover my deductable or compensate for transportation for 30 extra days.

  Business response

  04/24/2024

  Your auto policy rental coverage limit is $1,350.00 (daily limit is $45 per day). You were in an Enterprise Rental car from 01/04/2024 thru 02/01/2024 (29 days). Our payment to Enterprise Rental totaled $1,305.00.We have issued the balance of the rental car coverage to you in the amount of $45.00. (The check will go out in the mail on 4/16/2024. Please allow 5-7 business days for the check to arrive.) Should you have any questions, please contact Claims Team Manager ***************************** at **************.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my membership with AAA middle of February and was quoted a refund amount. A month later, the amount credited was almost half of that. When I called to inquire, I was told I was misquoted. Thats absolutely ridiculous and no sense of accountability. If a customer is quoted something, they should honor it. They said they sent me a notice but nothing had been received and thats why I called to inquire. Theres absolutely no accountability and AAA just rips people off without any consequences. I cannot be the only customer this is happening to. Its no wonder they faced a class action lawsuit for overcharging customers. I tried to escalate and was told nothing we can do. Horrible business practice

  Business response

  04/12/2024

  We apologize for the difficulties you experienced regarding your membership. As your concerns are important to us, we have made several attempts to contact you; however, our attempts have been unsuccessful. If you have any questions, please contact *************************, at **************.

   

  Customer response

  04/13/2024

  I have attempted to call back twice and neither time was successful in receiving a call back response from the business. Im dissatisfied with the business response. 

  Business response

  04/15/2024

  ****************** has left multiple messages for you. Again we apologize for the difficulties you experienced regarding your membership.  We encourage you to please contact *************************, at ************** with any further questions.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Initially signed up for an AAA Plus membership, when I lived in Corona A. Was back in March 2017. AAA main office is located for ***** in ********* ** vicinity. Moved to PA in 2017. I renewed my annual membership in February 2024, as it expired on or about 2.27.24. Was billed $84 less an auto renewal option (would save me $4). This was for the AAA Plus annual membership fee. So,I paid $80 to renew. Just noticed my account used for payment was charged $93. An extra $9. Why? AAA is a little seedy if you ask me. Have had issues before. Had their auto and homeowners insurance in the past. Cancelled both. Has a weather related minor fender ****** in 12/22. AAA auto insurance was a nightmare to deal with. My AAA membership number ends in 0205. I now a member of AAA East Central. No idea what their main business address is. I did receive notification from AAA that annual membership would increase by $8, but, this was affective as of March 2024. I renewed before then, plus, my membership was charged $9 extra. AAA really is. Ot with the membership anymore. I rarely drive as it is.@:$ see no benefits their service. I can use my AARP membership to get the same dos coins as AAA offers too. I want to be reminded $13, as I paid $80 to ***** last month. I Did not pay $93. Thank you.

  Business response

  04/03/2024

  We are unable to enter our response via your web portal. We request you enter the following as our response and close the complaint as resolved.
  
  Please accept our apologies for any frustration you experienced with your membership. As a follow up to your telephone conversation with *************************, we are pleased to have been informed that your concerns were addressed to your satisfaction. Thank you for allowing us the opportunity to personally address your concerns. Should you have any further questions, do not hesitate to contact ******************, at **************.
  
  Exec Member Relations

  Customer response

  04/03/2024

  this was the only option available to add an iodate.yes, I was contacted by phone. The BBB annual pricing for where I now live differs from that where Id initially enrolled. I was also informed I still should have received a $5 credit regardless, since I did enroll in auto renewal. I have yet to receive said $5 credit to the financial institution Id used to make my annual renewal payment. I do accept he BBBs responded. Again, I am waiting the promises $5 refund or credit to my bank account. 

  Business response

  04/05/2024

  Again, if you have any further questions, please contact ************************* at ************.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a call for tow on 2/5 at 8:50 am and went through the automated system to request a tow, I then received a call from a third party vendor about 10mins later. I was told they could not complete the ticket due to me not being the registered ********* explained my fianc is the registered owner & that I was insured on the *********** would be present at the drop off. Vendor still said due to liability they cant complete this tow. I called AAA back & explained the issue & told them I am insured on the vehicle they made an exception & reissued my ticket for service to the same vendor. Waited over my hour ETA, called AAA back for an ************* said my ticket was cancelled by the third party vendor, who had initially called me & told me they couldnt do service. The AAA rep said they would re-issue my ticket for service & have another vendor complete my service. Again, waited over my hour ******** ticket was assigned back to the first vendor that could not do the service. I never received any updates from AAA or the vendor. The location of my vehicle was less than a mile from the vendors location & after being assigned took them over 1.5 hrs to get to me. Once the ticket is assigned AAA provides an interactive map to track the location of the tow *********** sat in the same spot for over 45mins. Again, still no calls from AAA or vendor with an update. I called AAA back for an update & then called the vendor directly for an update & said they were in route. This was a lie as I was actively watching the driver not move. The driver did not arrive to vehicle location until 3:21pm. Upon pick up my fianc asked if they needed to verify registration, insurance or AAA info for pick up & the driver said no because I would be at the drop off. The car didnt get dropped off until 4:40pm. I filed a complaint with AAA same day and was told theres a 2-3 day call back. Its now almost 2 weeks later and I had to call AAA back for resolution and still has yet to be addressed.

  Business response

  02/27/2024

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

  Thank you.

  Business response

  03/21/2024

   

  We extend our sincerest apologies to you as we were unable to provide you with a totally satisfying member experience. To avoid a recurrence of this nature in the future, we have counseled both our staff and contracted service providers. As such and as a gesture of goodwill, we will be providing you with a complimentary Plus membership on your next renewal starting April 27, 2024, through April 27, 2025. Please be assured this matter has been addressed with all parties involved and the appropriate corrective actions have taken place. If you have any questions, please contact *************************************, at **************.

   

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