ComplaintsforAuto Club South Insurance Company

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have asked this company at least one time before to stop sending me offers. They just mailed me spam again. What they are doing is triggering my PTSD. I don't want to explain how, but if necessary, I can certainly scan in plenty of legal docs to prove that I am suffering an onslaught of unjustness.

  Business response

  06/26/2024

  Please forward to ********* Group at **************** for review/response. ********************************************* Thank you.

  Business response

  06/27/2024

  Hello,

  Unfortunately, underwriting has made their decision.

  AAA

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  Please keep me informed when the business decides the respond to my complaint.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 27th at 11:35pm, I created a ticket for a tow for my car. This was to be a long-distance tow to 108 miles away. I received my first email confirmation that a truck would be arriving at 4:12am. Since I was being asked to wait for 4 hours, I decided against getting a hotel room. At 4:30am, I received a message that a tow truck would be arriving at 8:30am. OMG! At 9:37am, I followed up with AAA and was told the tow company didn't have any drivers and I should expect a truck at 11:30am. Still in my car at 12:00pm, I followed up with AAA and told it was difficult to find a company to take a long-distance tow. Desperate, frustrated, and exhausted, I suggested a tow halfway and then another ticket for a tow the remaining distance. I was told that was not allowed. (If I have 4 tows per year, why not?). I was offered a tow to a local AAA-approved mechanic with a 10% discount. (10% of what cost?) I declined because my car was under warranty at another shop. I was told a truck would arrive by 2:00pm. At 2:47pm, I received a text that a truck would arrive at 4:00pm. After sitting in my car for over 14 hours, a tow truck finally arrived. In this situation, my AAA membership provided no security and no peace of mind as advertised. Even after this ordeal, I was required to pay the cost of the 8 miles over my 100 miles limit. This loyal member since 2011 is very disappointed.

  Business response

  06/18/2024

  We spoke with **************** on 6/18/2024 via telephone and the matter was resolved to her satisfaction.

  Customer response

  06/20/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have waited just now for 3 hours for a tow. Still no tow truck. I have gold membership.If I use my own tow company, they will only reimburse me the contracted rate with their providers.But AAA cannot tell me since they do not know what that rate is.So now I am going on hour 4 and **** in dispatch ************** confirmed the above.What kind of deal is this. I pay and get zero service.If I pay out of pocket, they cannot tell me how much I will be reimbursed.

  Business response

  05/29/2024

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

  Thank you.

  Business response

  06/13/2024

  We spoke to ******************** and apologized about the delay. We have reimbursed him the funds and cancelled his membership per his request. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On *** 25,2024 I called AAA to get my car towed at 7:25pm I was told someone was coming me and my 9 month and 2 year old waited in the car 4 hours and no one never came I was kept giving the run around so they said someone will come soon if I wanted to leave my keys with my car so I did that and found a ride home here it is *** 26,2024 9am and they have yet to tow my car they have excuse after excuse I dont understand what I pay my money for when I cant get a tow when I need one and it supposed to be a *************************************************************** even have been waiting this long

  Business response

  05/29/2024

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

  Thank you.

  Business response

  06/04/2024

  I have tried to reach out to ************* on several attempts and left messages. The last attempt of seeking resolution and ************* hangs up on me. I closed complaint.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/8/2024, my vehicle broke down so I called triple A as I am a member. I called for a tow, stating that it did not start and that my vehicle had a 3 inch lift. The technician, *****, came with a tow about an hour later. He stated that the car did not need a new alternator and that it was just a battery issue. He refused to tow me and instead charged my car so I could make it to an auto shop to get a new battery. I buy a new battery and install it, just to find out my car does not have any voltage. I charge and test the old battery to find out there was nothing wrong with it. I cannot return the battery since I already installed it. I called Triple A's customer service and spoke with a supervisor to file a complaint, she informs me that ***** wrote in his notes that he did not tow the car because it had a lift. ***** NEVER informed me of that, and must have not looked at the notes I put in for the tow before he came. It has now been over a week and I have not been given an update on my complaint. I had to buy a new battery I didn't need and pay for a new alternator.

  Business response

  05/29/2024

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

  Thank you.

  Business response

  06/12/2024

  Thank you for posting your concerns. We would like to discuss this matter with you further. We've sent an email to the email address provided to confirm the best contact number and time for further discussion.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My situation took place on May 11th around 10:45 a.m., when I stepped on my return flight to *************** to return home to ****************. I called AAA multiple times during the night. I called around 10:45 pm, 11 pm, 1 am, and even 3 am. Once I requested a lockout after almost two hours no one showed up, then I request a tow and then after speaking to a supervisor I was told no one would be able to come tow my car (in which I had the fees ready to pay for my car to leave the airport lot). So I was told because of mothers day no one could come for a tow and it would have to wait till 8 am. Mind you I have a higher tier membership and on top of that, my tow from ********* to **************** would have been within the 120-mile covered radius.Around 2:56 am on what now became May 12th, I decided to get a Lyft after receiving this distraught news and being told, I would not be reimbursed for ***** even though this membership is paid for over ****** for the year. I am requesting a reimbursement for my ***** Lyft ride for that evening. And This matter must be seen through because the service that night was unacceptable. Even that same night after explaining to the agent all the dynamics of the situation, at 3 am while in the ****, I received a call from a AAA agent, telling me a tow would be arranged around 8 in the morning to tow it back to my residence, even after telling them it is in an airport paid parking lot and was told it was not a problem. The next morning, I received a call from the tow driver asking who was going to pay to get it out and I said to them had AAA not explain that to them? I understand what they meant but had it been a problem AAA should have told me that from the start. My lyft receipt is attached. My membership number is ****************

  Business response

  05/24/2024

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

  Thank you.

  Business response

  06/05/2024

  We have attempted to reach Mr. *************** on May 30, 2024 and June 5, 2024 via telephone & email but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.     

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 12/17/2024 I requested roadside assistance for a battery issue The battery was tested and paid $490 to be replaced I told the technician from aaa sent petes towing that there was an error message and he told me to drive it and it would reprogram around 9 am A few miles down the road the car shut down which caused the driver belt to break and I crossed four lanes on a highway and sat on the side of the road around 11 am I called aaa immediately and told them i had just left the hospital and was five months pregnant and now was on the side of the road Multiple persons tried to help me and said *** batteries need to be I kept calling aaa Finally a tow came for me and the car at 10pm at night By then I was bleeding profusely and in absolute anguish.One week later I lost my five month pregnancy on Christmas.A *** 2002 or newer needs to be reprogrammed after being replaced I paid $500 the next day to have the driver belt replaced but it costs another $500 to have the battery reprogrammed- which should have been done at time of replacement properly and then I wouldnt have gone off the road.And if aaa had done their job keeping me safe, I would be giving birth to my son right now.I want my aaa memberships from my entire adulthood refunded, I want the $600 Im due for car rental refund from October 2020, I want my car replaced from all the damages caused and I want what they would want someone to give their mother if they lost them due to such a horrific situation caused by professional negligence.

  Business response

  06/04/2024

  This has been submitted to insurance and **************** should have been notified. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had AAA my entire life. I moved to ******* within the year that Im living here Ive needed it twice and both times no one has shown up at night a woman on the side of the road one time in the dark at one in the morning and the next time locked out of my car at 10 oclock at night both times left me sitting for four hours waiting for someone to come and no one ever showed up. What am I paying this company for And the customer service people the supervisors give me the runaround someones on the way someones calling you soon. No one shows up and no one calls. I want my money back. You didnt supply the service I paid you for. I had to break my window to get in my car to get my keys so I can get in my house because AAA didnt want to come help me or pay for an Uber and a hotel room for me to sleep in because I couldnt get in my house I had to break my car window. They wont reimburse me for nothing. Anyone especially woman Thinking about getting AAA do not do it! They will leave you in danger!

  Business response

  05/07/2024

  We spoke with ********************** on 05/07/2024 via telephone and are working diligently to resolve this matter for them.  We will provide an additional update once we have closure on this case for **********************.

  Business response

  05/17/2024

  Please forward to ********* Group at **************** for review/response. ********************************************* Thank you.

  Business response

  05/21/2024

  We have attempted to reach ********************************* on May 21, 2024 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 response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I had a conversation with someone from AAA immediately after I made this complaint with BBB A gentleman called me and wants to renew my contract for another year for free and I dont want to do business with these people because I dont want to risk being on the side of the road at 1 oclock 2 oclock in the morning ALONE and being stranded there for five hours. I needed them 2 times in this one year alone and they failed both times and left me out to dry. Im not doing this another year with them. Im gonna go with another company that I can rely on they will not refund me my money. I had to break the window in my car myself because no one showed up after four hours. I had nowhere to sleep. I couldnt get into my house and I couldnt drive my car.. It was an absolute nightmare both times and no one shows up . I am in the restaurant industry. My hours are late at night. Im coming home from work. I cannot risk being stuck on the side of the road again or locked out of my house and not being able to have a place to sleep. I want a refund and AAA does not want to give me one and I dont wanna do business with them anymore. Its pretty cut and dry for me. 
  Sincerely,
  
  *****************************

  Business response

  05/23/2024

  We have attempted to reach ********************************* on May 23, 2024, via telephone 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. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a 17-year Plus member of AAA, I've always expected prompt and reliable service. Unfortunately, my experience on April 27, 2024, has left me both disappointed and vehicle-less for the weekend.Heres what happened: I requested a battery replacement in the early afternoon. After waiting 1-2 hours, the first technician arrived, only to inform me that he doesn't replace batteries nor was his truck equipped with any. He advised me to contact AAA for another technician. When I called customer service, they assured me a second technician would be dispatched immediately. However, after another lengthy wait, this technician called post the promised time, stating that the service had to be delayed until the next daya suggestion I found unacceptable given the timing of my original request.In response to these letdowns, I decided to cancel my membership. During this call, I never asked to cancel the ongoing service request. Despite confirming my membership was paid through the summer, and receiving an email stating the cancellation would only take effect on September 1, 2024, the situation quickly deteriorated. At 4:29 PM, I was informed via text that the technician would soon be en route. Yet, by 5:00 PM, the tracking link revealed the service request had been canceledwithout my consent. A subsequent call to AAA revealed they had canceled the service because I canceled my membership, an action taken without notifying me, risking that I could have waited indefinitely for help that was never coming.This means that despite being paid through 9/1/2024 and the membership still being active until then, AAA chose to preemptively stop providing services due to my decision to cancel. This is not only unfair but utterly unacceptable. I am entitled to the services I have paid for, yet here I am, stranded for the weekend due to poor service and mismanagement. Given their failure to deliver services paid for, I request a refund.

  Business response

  05/10/2024

  We have attempted to reach ********************** on May 08, 2024, May 09, 2024, and May 10, 2024, 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 response

  05/13/2024

  I am updating my previous complaint because the issues extended beyond the original date/complaint, which was a Saturday (4/27). In addition to the issues reported, on 4/27 the company left me stranded by canceling the service call without permission and without notifying me. I learned that assistance was not on its way when I called in for the status. That is when they informed me that they decided to cancel the service professional because I was no longer a member (which was false). I was not provided with an explanation as to why they did not notify me that help was not on its way. Because they canceled the service call, I made an appointment for Monday (4/29) for a tow to the dealership to change the battery. It is important to note I had a business trip scheduled and a flight to catch which is why it was so critical that my issue be addressed asap. 

  On Sunday (4/28) I called because the company sent me an email which seemed to confirm in writing that I was still a member (membership would not be renewed based on my request to cancel at the end of the term). At this time I was confused because if I was still a member then they violated the membership agreement by canceling roadside assistance and leaving me stranded on 4/27. I spoke with ***. *** stated he could not tell if my membership was still active or if I was still entitled to services. He said I needed to speak with membership services and transferred me. A lady answered who appeared to be offshore. She informed me that she did not know why I was transferred to their company (which was NOT AAA) because they do not handle AAA's membership services. I had to call AAA back since they transferred me to a company they falsely claimed was their membership services team. When I called back I insisted on not being transferred back to the offshore company. The representative I spoke with said she was instructed to transfer me back. I informed her that they are transferring members to a company that denies being associated with them. Fortunately, she took ownership of the issue. She informed me that my membership was still active (until the end of my term) and I was still fully entitled to services. Again, this means they violated my membership agreement by canceling the service call on 4/27 (and they did so without notifying me). She arranged for a service truck to meet me for the battery change. The service truck showed up and the tech informed me that due to the small amount they get reimbursed I would continue to have issues getting service because battery changes are not worth their time. After a lot of back and forth, he finally changed my battery which was the only issue with the vehicle. 
  
  AAA (*******?) has called and left voicemails while I was at work. I returned her call on Friday (5/10) during normal work hours and left a voicemail. I also returned her call today (5/13) around 1:00 PM ET and left a voicemail. I also sent her an email letting her know I was trying to reach her. I reached an out of office reply that said she is not checking emails or voicemails. 

  Business response

  05/17/2024

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

  Thank you.

  Business response

  05/21/2024

  We have attempted to reach ********************** on May 21, 2024 via telephone and 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 response

  05/23/2024

   
  Complaint: 21635200
  
  I am rejecting this response because: AAA previously attempted to reach me by phone and left a voicemail. I returned the call on 5/10, 5/13, 5/15, and 5/16. I left a message requesting a return call each time; to date they have not returned my messages. On 5/21 a new representative called and left a voicemail and sent an email. The representative said (in the voicemail) they did not know what was going on but they were asked to call me. The fact they had no idea why they were calling me was a shock since I filed a lengthy original complaint and a follow up complaint with BBB, in addition to filing a report with the FL ************************** I returned the call the morning of 5/23 and left a message, and I also responded by email. 
  
  Sincerely,
  
  ******* Wax

  Business response

  05/31/2024

  We have attempted to reach **********************, again on May 28, 2024, 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.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter called when her truck tire blew and she did not have a ***** She was on a highway with 4 horses in her trailer. After 4 calls with promises of someone coming, she was told there was never a ticket submitted. After 9 calls she was told someone was 11 minutes away. Almost FIVE HOURS later a tech called, and he was located 2.5 hours away from her and would NOT be coming to change her tire. She is a teenager, stranded for over 5 hours, 6 hours away from her destination. Shame on you Triple A. You are a danger to anyone who chooses to use you.

  Business response

  05/17/2024

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

  Thank you.

  Business response

  05/21/2024

   Cancellation and Refund Request - CTS#: ***** was already completed for member on 5/3/2024. Member was refunded $19.13 

*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. ↩