ComplaintsforAuto Club South Insurance Company

Roadside Assistance

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Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I attempted to get a tow this am and you couldn't get a customer service agent and the only tow options were shops that were closed. We ended up having to walk home. I paid in full Oct 3,2023 $174 for Premium coverage I couldn't use. This is the 2 nd time something like this has happened with them. I've had them previous for 20 years and didn't have a problem now in last 5 years since they have gotten rid of people for customer service you can't depend on them. We were stranded.Not the service I paid for. I want a full refund.
Business response
05/17/2024
Please forward to ********* Group at **************** for review/response. *********************************************
Thank you.
Business response
05/21/2024
************* cancelled their auto insurance with us on 4/20/2024 and cancelled their membership with us on 4/18/2024. They submitted this complaint on 5/20/2024, they do not have any account with us in order for us to send service. This matter is closed.
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
At 10:05PM eastern time 4-14-2024 I made a service call to AAA through their mobile app for my disabled vehicle due to a starter issue, I was quoted 10:31PM, time rolls by to nearly 1AM with no updates, I call and finally get a hold of a representative, I explain whats going on was told they are busier than usual and I am in queue, was told no ETA, they transferred me to a supervisor who was extremely rude and unhelpful and basically told me I should stay with the car even if it takes 7+ hours (what?) and guaranteed someone would show up as I made them aware my cellphone was dying and I had no way to charge it. 7AM (4-15-2024) which is 9 HOURS later, no show for service, no calls on my 3% cellphone, had to pay for a Lyft home, car is still stranded, called AAA and my ticket was closed. Absolutely worthless service, you pay for premier or platinum service and basically get left to sit in your vehicle all night long. I am secondary on this policy as its mainly for my elderly parents, what if this was my diabetic father who needs insulin? This is absolutely unacceptable on every level, I could even understand a few hour wait but literally all night and still never received any help.
Business response
05/17/2024
Please forward to ********* Group at **************** for review/response. *********************************************
Thank you.
Business response
05/24/2024
We have attempted to reach ****************** on May 22, 2024, May 23, 2024, and May 24, 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
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Feb 10, 2024 my vehicle broke down. After 2/ 1/2 hours my service dog alerted me I needed meds. I called Triple AAA and they said they would contract a tow vehicle but I would have to pay $100 BUT THEY WOULD REIMBURSE ME THE MONEY. I have emails proving that promise. First I am 72 years old with disabilities and I waited nearly THREE HOURS before help arrived. Triple AAA claimed they sent a check to ******* address despite I told them my current address and it was the same address where my vehicle was towed. That was over a month ago and I still have not received the $100 despite last week they said it would be here by today. NO CHECK! I want what was promised and I will never use Triple AAA again. How can they leave someone stranded for 3 hours and keep lying. I could not find the corporate phone number. Heres the roadside number for members. Which I am. ************
Business response
05/07/2024
********************* received her reimbursement check last week, she confirmed with us today that she received it. The first check was sent to an old address we had on file for *********************, but that has been resolved and we offered a credit to her membership due to the inconvenience.
Business response
05/15/2024
Please forward to ********* Group at **************** for review/response. *********************************************
Thank you.
Business response
05/15/2024
BBB you keep sending this complaint, even though it was resolved. Please close this out.
Initial Complaint
05/09/2024
Complaint Type:
Product Issues
Status:
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.
My issue is with AAA auto insurance. I use an AAA **** credit card for the sole purpose of paying the monthly premium but the limit is only $500 and my premium is $532 so I call a couple of days ahead to make a partial payment for the $32 so that when they draft the remaining amount from my credit card, it will not decline. In March when I called to make the partial payment, the rep drafted the whole amount of $532 from my debit card instead of the $32. She apologized and said she would refund the $500, leaving the $32 payment. It turns out she refunded the full amount and my insurance was cancelled. I was not made aware of this until I called in April to do the same thing. I was told my insurance had been cancelled so I explained what had happened and the rep confirmed that what I was telling her was correct. She took the March payment on April 2nd and when I called on April 7th, which is my payment date, I had to explain the whole ordeal again because the rep was saying that my insurance was still cancelled as of March (which means I had been driving without car insurance much to my surprise) Once the rep understood the issue, he took April's payment with an extra $46 and said I was on track and the next payment would be drafted on May 7th. I called today, May 7th, and was informed my insurance cannot be reinstated as it had been cancelled since March. So if my insurance was cancelled since March, and I have now been driving 2 months without insurance which, again, I was not aware of, I requested a refund for those 2 payments I made and I was going to get insurance elsewhere. They said the had already refunded $775 (I paid $1,110) and that would be all. I never did anything wrong, all the mistakes were made on there behalf, I was just trying to rectify it by PAYING. So I have been driving all of March and April and part of May with no insurance and no one thought it pertinent to let me know, they just threw some of the money my way and called it a day.
Business response
05/23/2024
Hello,
Per review of policy a prorated refund was sent to credit card on file on 04/29/2024 for $763.93. Coverage was provided and still owed on policy. Payments were applied to policy accordingly. The insured spoke to a supervisor who explained the billing on May 7, 2024. If refund hasn't been received, please contact AAA for stop pay and reissue.
AAA
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This scammy company is sending me junk mail and when I called they claimed not to have my address on file so they "cant" opt me out of junk mail to my home address. I went online to find an Opt-Out and their direct mailing Opt-Out REDIRECTS to a page so you cannot use it! This is actually aggressive and a dark patterned marketing habit. I want to be opted out of ALL MARKETING TO MY HOME ADDRESS. I was never a customer of AAA and I NEVER WILL BE. They need to fix this URL so it doesn't redirect and prevent users from submitting an Opt-Out. They also need to remove the zip code overlay pop up that ALSO forces you to go to a local site. I want them to never send me anything in the mail again but I will also be reporting them to the *** for unfair and deceptive business practices. Thank you.
Business response
04/19/2024
Dear BBB,
Please forward this complaint to AAA Auto Club South (*******) for resolution.
Thank you,
AAA Member Experience
Business response
04/25/2024
HELLO
UNFORTUNATELY, NOT ABLE TO FIND THIS CUSTOMER IN OUR DATABASE TO REMOVE FROM MAILING. MAY HAVE BEEN FROM ANOTHER AAA CLUB NOT SURE BE WE CAN'T FIND IN OUR SYSTEM TO REMOVE.
AAA
Customer response
05/03/2024

Complaint: 21589533

I am rejecting this response because:

BBB needs to find out what club this is if it isnt Florida. I have no way to know what buisness is sending these and since the *** website wont allow opt-out this predatory marketing tactics lock me out of enforcing my rights.

Sincerely,

G Forr
Initial Complaint
04/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am writing to file a complaint against The Auto Club Group (AAA South) for engaging in deceptive and misleading marketing tactics related to their membership renewal promotions.On April 6, 2024, I received a direct mail offer from AAA for a "welcome back" membership renewal rate of $26.94. This promotional offer did not state or require me to redeem any existing rewards or "AAA Dollars" to qualify for the advertised $26.94 rate.However, when I attempted to accept this offered rate, AAA then told me I would be forced to redeem my previously earned AAA Dollars loyalty currency in order to actually get the $26.94 renewal price. This was a new requirement that was not mentioned anywhere in the original $26.94 promotional offer I received.After reviewing AAA's Terms and Conditions that govern their AAA Dollars rewards program, I confirmed that they are only permitted to force redemption of AAA Dollars during a 72-day window prior to a membership expiration date. Since my membership had already been expired for nearly a year, they did not have the contractual right to impose this new requirement.By advertising one rate, then changing the terms and conditions to actually receive that offered rate, AAA engaged in a deceptive "bait and switch" practice designed to mislead consumers. This violates best business practice standards of transparency and truth in advertising.I am submitting a copy of the original $26.94 promotional offer I received, as well as AAA's own Terms and Conditions which state they cannot force rewards redemption outside of the 72-day pre-expiration window.Thank you for your attention to this complaint.
Business response
04/19/2024
04/17/2024
*********************************
***********************************************

Dear BBB,

Thank you for contacting AAA. On April 11, 2024, we spoke with ********* and explained that her AAA Dollars must be used before entering the 72-day billing cycle. Our AAA Dollars Terms and Conditions section 4 Redemption of AAA Dollars Generally states:
AAA Dollars earned under an annual AAA membership may be redeemed at any time; provided,however, during the membership renewal period (the Renewal Period), which is approximately seventy-two (72) days prior to an *** Members membership expiration date, earned AAA Dollars will not be redeemable by such *** Member for goods, services or cash back rewards and the outstanding balance of AAA Dollars will be held frozen in an *** Members account to be utilized by *** for redemption for an amount equal to the *** Members membership renewal and will automatically be redeemed and applied by *** towards the renewal fee for their AAA membership at the end of the Renewal Period. *** Members will have their earned AAA Dollars frozen during the Renewal Period until such time as their AAA membership is renewed.
We explained to *********, we do appreciate her as a member and understand her frustration. We extended her the same offer of $26.94 to renew her account with a free month and we will extend a 10-dollar AAA credit. ********* did accept the agreement.We have renewed the account for the $26.94 and applied a $10.00 AAA Dollar credit to her account.

At this time,we consider this matter resolved.

Kind regards,
Member Relations
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My family and I have been members of AAA for over 21 years, and a Plus member for more than *************************************************************************************************************** recent years the service has been Poor to nonexistent. On April 8, returning from a trip that I left a vehicle parked in the parking deck at ***************************, the vehicle would not start. At just after 3:30 am we contacted the ************** Roadside Assistance. The contact was as expected and we where assured that assistance would be in contact with us shortly. We received text and emails explaining that our service was delayed and that no one was available. This is not the service that I signed up for. So after waiting for 2 hours we arranged a ride home and left the vehicle in the parking lot. I then received a call at about 7:30 am and the driver said that he was 30 minutes away and if we where not with the vehicle he would cancel the call and we would have to call back in to arrange something else. Sometime before 10:am I contacted the ************ number again and tried to arrange a time to meet and have the car started or towed. I was told that's not the way it works and to call in again when I was at the vehicle. I arrived at the vehicle about 11:00 am and called in again. Same story, I was told that I would be contacted. I was told that the help should arrive in approximately 169 minutes! As if that sounds better than nearly 3 hours. After 2 hours the driver called and said that he could not get in the deck and we would have to call dispatch and reset the call. by the way the clearance is ***************************************************** and out all day nearly every day. I arranged a private service to rescue us and get our vehicle started. It took 7 minutes.Therefore since AAA did not perform as advertised I am requesting a full refund. I contacted them and that story is more characters than I have remaining.
Business response
04/15/2024
Spoke to the member on April 11, 2024. Waiting on member to call us back to resolve his issue.
Customer response
05/08/2024

Complaint: 21552683

I am rejecting this response because:
AAA made 1 attempt to contact me and I tryied many times to contact them. This is the heart of the problem. They collect money and provide poor on no service.

Sincerely,

*****************************
Business response
05/08/2024
All of our inbound and outbound calls are recorded. We spoke to you on 4/11/2024 at 11:32am for 2 minutes and 14 seconds. You advised us you would send the receipt for the tow you had to pay for out of pocket and our agent expressed sincere empathy for what you went through. The agent also sent you an email so you knew where to send said receipt. You responded to the email on 4/12/2024 at 8:57am that you did not have a receipt, you paid cash. The agent tried calling you again on 4/12/2024 at 11:21am and left you a voicemail, and again on 4/15/2024 at 4:08pm, they left you another voicemail. We have attempted to call you several times to resolve this complaint, and you have not called us back one time. BBB, this is over a month old. We attempted to resolve it and you closed the complaint due to no response from the member. We would like this closed again.
Customer response
05/09/2024

Complaint: 21552683

I am rejecting this response because: That was in response to the first call that we had to wait from 3 am until 8:30 am. When we called for a tow at 10:30 they said a 3 hour wait. Since you record the calls why not supply us with the recording of how rude your agent was to me!

I have called several times and will call again tomorrow. at 8:00 am. then you can make excuses again.

Sincerely,

*****************************
Initial Complaint
03/21/2024
Complaint Type:
Product Issues
Status:
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.
*** travel wanted to keep my original deposit because Covid . Travel was not allow-in flights or business were closed. Instead of refunding money they wanted to keep it on the books they would issue me an additional 20%. I agreed. That was in in 2021 or 2022. now they are for telling me that my $617.00 expired after one year cause I did not use it in one year. No one told me that . I had numerous conversations and emails never mentioned to me. I would have taken it. Who would let aaa keep my money or any business keeping credit for travel.
Business response
03/20/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/27/2024
I have reached out to the customer via phone and left a voicemail to have her contact me back to see what the issue is and how we can assist.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had paid for membership, requested a tow from out of a ditch.. wait 4+ hours for the tow truck, they said they couldn't get their tow truck to pull it out and would have to call another tow company.. AAA took 3 MORE hours and still couldn't find another tow company, ended up coming out of pocket $100 to get a tow just out of the ditch... AAA membership is $75, and 7 hours of wasted time.. I spoke to AAA about it and they were dismissive. Will not get AAA again.
Business response
03/13/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/18/2024
********************** membership expired on 7/15/2023 and his last service call with AAA was on 12/22/2022 in *********************. This is not an active membership, nor an active complaint. If ****************** can provide ** with an active membership number and date of service, we would be happy to help. BBB, please close this as complete as it's not a real complaint.
Initial Complaint
03/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like AAA to delete my home address from their database. I don't wish to receive any mail from them. ****************************** does not live here.
Business response
03/07/2024
HELLO
WE ARE NOT FINDING ANY ACTIVE AUTO/HOMEPOLICIES/MEMBERSHIP TO REMOVE MAILINGS. ALSO, PER RESEARCH WE DON'T SHOW A **** IN THE **** BUT LOCATED AN ANOTHER ADDRESS.
AAA
Customer response
03/07/2024

Complaint: 21396315

I am rejecting this response because I have proof. Attached is the **** Informed Delivery scan of a recent piece of mail from your AAA Office.

Sincerely,

***********************************
Business response
03/07/2024
HELLO
THE CUSTOMER ISN'T SHOWING YOUR ADDRESS IN OUR SYSTEM. UNABLE TO REMOVE DUE TO NO ADDRESS IS SHOWING. THE CUSTOMER DOESN'T HAVE A CURRENT MEMBERSHIP. PLEASE SEND BACK TO SENDER.
AAA
Customer response
03/13/2024

Complaint: 21396315

I am rejecting this response because on March 11, 2024, I received another of piece of mail from the same office. This time it was addressed to my husband, ***********************************. Please see attached.

Sincerely,

***********************************
Business response
04/17/2024
04/17/2024
***********************************
1532 ***********************************
************, ** 32092

Dear BBB,
Thank you for contacting AAA. Our records show tried contacting *********************************** on April 11, 2024, at ***********, unfortunately we were not successful, and a voicemail was left. We have added the address to the Do Not Contact list. Please allow 4 weeks for mailings to cease. We apologize for any inconvenience. Thank you for bringing this matter to our attention.

At this time,we consider this matter to be resolved.

Kind regards,
Member Relations
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 is satisfactory to me.

Sincerely,

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

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