ComplaintsforAuto Club South Insurance Company

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a Notice of Cancellation for the following bogus reason: "At time of new business application, you represented that you had not been declined, cancelled, rescinded or nonrenewed coverage including cancellation for non-payment of premium". I have never had a policy cancellation including the policy referenced AUT701029762. However, I received a notice for the following bogus reason from AAA on the previous policy "********************************* is listed as married, yet no information was provided for the spouse. Therefore, we are unable to ensure the policy meets our eligibility requirements." Based on our records, there is an address discrepancy and we are unable to confirm your residence address, vehicle(s) garaging location or eligibility "When I applied for the policy, I explained that I was separated and that my ex-husband and I did not live together, so why would I provide information for him when he has his own policy and we did not live together? In addition, I provided proff of residency, which is the same address my car is registered at.I already had new insurance prior to any cancellation. In addition, I could not have had a cancellation for the bogus reason provided " cancellation for non-payment of premium " , because I pay my policy in full. Instead of asking a question, AAA is quick to try to cancel a policy holder due to their own incompetence. By attempting to cancel my policy for no valid reason, it is evident that AAA is discriminating against me and I need a resolution regarding this matter.

  Business response

  07/29/2024

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

  Business response

  07/31/2024

  Hello,

  Thank you for your concerns. The reason for cancellation is due to a previous cancellation. One of our underwriting questions when purchasing a new policy is if you have ever been cancelled and you answered "No" to that question.

  Per our records the insured had a previous policy AUT701029762 that cancelled at discovery. It was due to being listed as Married but there was no spouse information. After additional information was found about the spouse and a review of the prior insurance requirements for a non-homeowner, the insured didn't qualify due to carrying 25/50 limits. 

  Based off this information, underwriting decided to cancel the policy. The insured was no longer eligible for coverage. 

  AAA-The Auto Club Group

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please See Attachment

  Business response

  07/29/2024

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

  Business response

  07/30/2024

  *****************
  ********************
  Unit 305 
  *************************
  
  Membership number Re: ****************
  
  Dear BBB, 
  Thank you for contacting AAA. On July 30, 2024, we spoke with ***************** and explained that his membership had been canceled with a refund of $29.04 as of July 18, 2024. The refund would be returned within 15 business days from July 18, 2024, to the original form of payment.

  
  At this time, we consider this matter closed 
  Kind regards, 
  Member Relations 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 20, 2024 - requested gas, was stuck at rest area on I-10 near ********, ** I made multiple phone calls to find out why it was taking so long after getting several text messages that they were busy, so things were delayed. One phone call to AAA said there was no order, & after checking, he said he didn't know why it was cancelled, but he would ck on getting the service. He promised that someone would call back & nobody did. I called again and she said there was nobody available to bring gas; this was now almost 3 hours after my initial call. She told me to call Road Rangers, but I told her they ended their day @ 5 pm which was long gone. She told me she could have my car towed to the nearest gas station which made no sense to me. If it could be towed, couldn't the same bring me gas?! She couldn't answer this. For a call that was initiated at about 4 pm, it was now > 9 pm, and she told me she didn't have an answer to my problem. I called my husband who was an hour and half away to bring me gas, and I finally got home sometime after midnight. Had he not been available, I was going to be left with no concern for my safety or well-being! Several of these same scenarios have happened to my ************** as well. My daughter called for tow service a few wks before my incident and was told they would come that day. She was having her vehicle towed from home to a service center. They never came and when she called to see why, they said the order was cancelled. Hmmm! Same thing for my son.I called AAA the next day to cancel my membership and was told I couldn't cancel, nor could I get a refund; I could only get a $70 credit towards next year's membership. I was also admonished for not knowing that I could call a service directly myself and then be reimbursed by AAA. When I asked how I was supposed to do that when I didn't have cell service, he said he didn't know. I want to cancel & be reimbursed my member fee! AAA is NOT what it used to be!

  Business response

  07/29/2024

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

  Business response

  07/30/2024

  We are very sorry for not being there when you needed us. We have cancelled the membership per your request, with a refund of $94.32. You paid for 3 memberships for $151.00, and since ****** used 2 calls this year, we pro-rated the reimbursement. 

  Customer response

  07/30/2024

   
  Complaint: 22024833
  
  I am rejecting this response because:

  It doesn't seem that you haven't taken into consideration that one of ******'s calls was deleted, she wasn't notified and only found out when she called to see why nobody came. Then, it was too late in the day and the service had to be rescheduled for the next day. When this happened,  she had to notify the mechanic that the car wouldn't be arriving in time before they closed.

  It is so sad and disappointing that this kind of service has become the norm for AAA. 
  
  Sincerely,

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

  Business response

  07/30/2024

  1/22/2024 - ****** had service on a 2010 GMC Yukon at a residence in **********, ***  The provider was on location and towed the vehicle. 6/3/2024 - ****** had service on a 2010 GMC Yukon at the same residence in **********, **. The provider was on location and towed the vehicle. 

  Because service was used, we provided a refund at a pro-rated amount. 

  Customer response

  08/01/2024

   
  Complaint: 22024833
  
  I am rejecting this response because:  it does not appear to take into consideration the delay in response time caused by a deleted request for no apparent reason.  ******'s original request for service was deleted and, as such, she had to initiate a new request that couldn't be completed until the next day.  This delay caused an additional day without a vehicle since the work could have been completed sooner if AAA had responded to the first request and didn't cancel the ticket.  Additionally, there doesn't seem to be any consideration given to the hour and half trip my husband made one-way and the gas he brought with him to pick me on I-10 near ******** when there was no response my request.  This round trip of three hours was a burden.  

  While I understand there were costs involved in completing two requests for ******, I also know that the gas it cost my husband for a three hour round trip to bail me out was significant along with the cost of dinner on the road since I didn't get home for dinner as was planned, and the delay in my daughter getting her car repaired resulted in additional transportation costs.  I am never one to ***** my financial responsibilities and am always willing to pay my fair share, but in this case, I feel very strongly that AAA has broken its trust, and the inconveniences AAA has caused well outweigh any amount for two minimal services. 

  Again, I can't tell you how disappointed I am that I even have to make this request for a full refund.  My mother, sister, and brother all had AAA for years and, as the youngest, I followed along when I was able to financially add the cost to our budget. Now, I will have to seek service elsewhere, and this makes me sad for a company that could be trusted for so long.   
  
  Sincerely,
  
  *************************

  Customer response

  08/06/2024

   
  Complaint: 22024833
  
  I am rejecting this response because:

  How will I receive my refund?  The final message I received said the case was closed because AAA would not entertain the costs we incurred from them not responding to requests for service.  AAA agreed to refund a portion of our membership fee at $94.32, but there is no indication of how I will receive this refund. 

  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  The refund goes back on the card that was used to pay for the membership. 

  Customer response

  08/07/2024

   
  Complaint: 22024833
  
  I am rejecting this response because:  WHEN MIGHT I EXPECT TO SEE THIS REFUNDED AMOUNT?
  
  Sincerely,
  
  *************************

  Customer response

  08/16/2024

   
  Complaint: 22024833
  
  I am rejecting this response because:
  AAA posted a charge of $94.32 to my **** account yesterday rather than a credit.  I don't understand.  Below is the screenshot of the pending transaction.

  
  

  
  

  They cannot be trusted.  It makes no sense that they have an A+ rating with BBB.

  
  

  
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  We did not lie, that is not a charge, it's pending because your credit card company has to make sure the funds from our bank are there to pay back to you. Just like a check, it doesn't get cashed immediately. 

  Customer response

  08/16/2024

   
  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, BUT I do want to clarify that I never said AAA lied; I said they cannot be trusted which has a different meaning and is related specifically to lack of follow-through.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/19/24, my spouse was driving home from work when he had a flat tire about 10 minutes from our home in ***************. It was approximately, 1:06 am when he called AAA roadside to report that he was in a Publix parking lot & needed roadside assistance. The agent advised him that they would call him back to let him know when someone would be on the way for service. When he was asked if he was in a safe location, he replied that he was safe, but there homeless people in the area. After waiting over 1hr for a tech he had to call roadside back. He was informed that the service company they were trying to send out was not returning their calls. He was also told they were closed. He then was told that he would have to wait until the NEXT morning before they could send anyone out because this was not a high-priority situation! At 3:45 am my spouse in his work uniform began changing the tire to the spare by himself. We paid $177 for a AAA Plus membership. When I called the membership line this afternoon to find out what exactly happened for them to not provide the service, I was transferred more than four times between agents before I finally spoke to a service rep supervisor. I had been told by the third agent that they could only give me credit for next year's membership $40! When speaking with the Supervisor, ******* he repeated the same thing. I requested the $40 be applied to my current membership. I asked that they please make an exception since my spouse didn't receive their services. I was informed by their rep previously that since the pandemic they have fewer service contracts with companies to complete calls for roadside. I explained that the drycleaning bill for my spouse's uniform was to cost us more than that & the time I wasted (over an hour) being transferred back & forth before just accepting the $40 for next year all while telling them I would be contacting the BBB to file a formal complaint. I want the full $177 refunded and the service canceled!

  Business response

  07/29/2024

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

  Thank you.

  Business response

  07/30/2024

  We apologize for not providing service when you needed it. We have cancelled your membership with a refund of $177 that will be applied to your credit card within 3-5 business days. 

  Customer response

  07/31/2024

   
  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a auto policy with them in good standing that was set up on autopay with my bank. I canceled the policy on 6-20-24, on 6-21-24 they withdrew $355.92 from my account which would have been the balance for the next 3 months of coverage. The previous amounts per month was $118.64. So they withdrew for three months all at once and refused to refund it .After repeated phone calls to them they refunded me $326.30 a difference of $29.65 on 7-5-2024 they still owe me $29.65 and are calling it a discount they took a unauthorized amount and denied me access to my money for 2 weeks. I want the entire amount they withdrew refunded not part of it..

  Business response

  07/30/2024

  
  Good Day BBB.?

  We thank our policyholder for sharing this experience with ********* Insurance Association and apologize for the inconvenience described.? Issue: Our records indicate that your total premium from 03/21/2024 until the date of cancellation, 06/20/2024, was $319.28. On 03/15/2024, we received your down payment of $81.90, 05/02/2024 $105.93,05/21/2024 $106.83, and 06/20/2024 $355.92 totaling $650.58. After completing your cancellation request, we released a $326.30 refund.Resolution:  The refund disbursement is correct.

  T**** you and best regards, AAA-The Auto Club Groupl us why here...

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON JUL. 8TH I REQUESTED ROADSIDE SERVICE THRU AAA REFERENCE TO A FLAT **** REPAIR, WORK ORDER #********, MEMBERSHIP # *** 014 661 001 4104, MY WIFE MANAGED TO DRIVE THE VEHICLE TO OUR RESIDENCE AT WHICH TIME I DID NOT WANT TO CHANGE THE **** MY SELF DUE TO ISSUES WITH MY BACK AND KNEES. AS THE EVENING GREW LATER AND I CONDUCTED FOLLOW UP CALLS TO SEE WHEN I WOULD RECIEVE ASSISTANCE, AAA WOULD SEND ME ROBO CALLS OR TEXT MESSAGES SAYING DUE TO HIGH CALL VOLUME IN MY AREA WE WILL GET A TECHNICIAN THERE SOON AS WE CAN. I BELIEVE I PUT IN THE REQUEST FOR SERVICE AROUND 4P -6P CANT QUITE REMEMBER THE EXACT TIME BUT IT WAS STILL DAYLIGHT. AS IT BECAME LATER IN THE EVENING AS DARKNESS BEGAN TO FALL IT WAS THEN I REALIZED NO ONE WAS COMING AND I NEEDED THE VEHICLE REPAIRED, SO I DECIDED I NEEDED TO CHANGE THE **** MY SELF AND GET THE FLAT **** REPAIRED THE NEXT DAY. THE NEXT MORNING I RECIEVED A CALL FROM AAA AROUND 0630 I DID NOT ANSWER BECUASE I WAS STILL SLEEP.WHEN ARRIVED TO THE **** SHOP FOR THE REPAIR AFTER 9AM I DECIDED TO CALL AAA AND FILE MY COMPLAINT. I'VE BEEN A LOYAL CUSTOMER FOR 8 YEARS AND WHEN I NEEDED THEM THEY FELL THRU THE CRACKS. THE REPRESENTATIVE I SPOKE WITH SAID THEY WOULD LOOK INTO IT TO FIND OUT WHY NO ONE SHOWED UP AND THEY WOULD GET BACK TO ME 7-10 DAYS.WHEN I CALLED AAA TODAY TO INQUIRE IF THEY FOUND OUT WHY NO ONE SHOWED UP THEY HAD NO ANSWER, ALL THEY COULD OFFER WAS A WEAK APPOLOGY AND DID NOT SEEM TO BE CONCERNED OF MY MISFORTUNE. I AM STILL LOOKING FOR AN EXPLANATION ON WHY NO ONE SHOWED UP. ALSO LATER THAT MORNING A VENDOR DID CALL ME ASKING IF I STILL NEEDED SERVICE, I TOLD HIM NO AND THE VENDOR ALSO TOLD ME THAT AAA DID DISPATCH HIM TO ME, BUT LATER CANCELED HIM WITH NO EXPLANATION. THE VENDOR WAS LOCATED ABOUT 40 -45 MINUTES AWAY BUT I WOULD HAVE WAITED, BUT INSTEAD HE WAS CANCELED AND NO ONE RESPONDED IN HIS PLACE. I TOLD AAA I WANTED THEM TO LOOK INTO THAT AS WELL, BUT AGAIN TODAY THEY COULD NOT PROVIDE ME WITH AN ANSWER.

  Business response

  07/17/2024

  We spoke with ************** on 17th of July, 2024 via telephone and the matter was resolved to his satisfaction.

  Customer response

  07/18/2024

   
  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9/24 I renewed my membership for $113 and paid the $60 same day fee for battery service. My battery is under warranty until 7/18/24. It completely died and I was told that if the battery was bad they would replace it. A technician responded and from the beginning it was evident that he did not want to honor the warranty. While he tested the battery the first time he said it was bad However, he didn't know it was under warranty at that point. I advised that it was under warranty and elgible for replacement. He proceeded tobfind every excuse not to replace it. Stating my cables were loose and they were not, stating my e-receipt for the original purchase was invalid. The battery was visibly eroded and tested bad. After wasting my time, he opted to test it again and while it tested bad AGAIN for a second time, all of a sudden he had a reading of a charging problem. Specifically stating my alternator was draining the battery. That was a lie! I spoke with two managers and they gave me an excuse as to why they would not replace the battery because it was a charge issue. I have been a customer for years and rarely use the service. Also, i would have paid for a battery, but it was the dishonesty that upset me. The representative clearly advised that if he replaced the battery and it was a "charge" issue, that he would have to pay out of pocket. Basically, they are reprimanded for honoring the warranty. I canceled my membership, received a refund and will take my business elsewhere. I took my car to mechanic the same day and he tested my alternator and charging system and NOTHING WAS WRONG. Both were in good condition. However, he tested the battery and of course it was bad and in need of replacement. AAA was very dishonest about my charging system. I paid for a new battery & will be taking my business to a reputable roadside assistance company that doesn't waste my time. I will never do business with AAA again & will definitely tell everyone I know to do the same.

  Business response

  07/15/2024

  We spoke with ************************************ /********************* on 07/15/2024 via telephone and the matter was resolved to her satisfaction.
  
  

• 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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have renewed my Car Insurance without my consent, they charged me and I sent them a request for a refund since Im out of country so unable to use that insurance and they said they wont refund me and the insurance is valid until December 1, 2024. My niece had a brain death and I dont even know when ** going to be able to come back to the States due this family issue.I want my money back and a money compensation for all this trouble.I cant even see their APP how much they charged me and which bank information they used to charge me.

  Business response

  06/11/2024

  Dear BBB, 

  Please forward this complaint to AAA Auto Club South ( *******) for resolution. 

  Thank you, 

  AAA Member Experience 

  Business response

  06/21/2024

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

  Business response

  06/26/2024

  Hello,
  
  We thank our policyholder for sharing this experience with ********* Group of Florida and apologize for the inconvenience described.   Our records indicate the membership was cancelled on 5/31/24 but not so it would give any refunds.   We show the membership was renewed on 11/I/23 for $128.00.   I am unable to see the **** card #.   I have reversed that cancellation and submitted a cancellation as of 5/31/24 allowing for a partial refund to the member of $64.53.   Since member did not call sooner it can only be a partial refund.   We are asking the member to respond to an agent to avoid other issues.  Thank you and best regards,

  AAA-The Auto Club Group.

  
  

• 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,
  
  ***********************

*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. ↩