ComplaintsforAuto Club South Insurance Company

Roadside Assistance

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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,

***********************************
Initial Complaint
03/04/2024
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.
Would like my bills to be paid for repairs on my car that their tow truck driver destroyed. AAA Employee hooked my car incorrectly and did not close the hood of my car. The hood of my car came off during transport and went through my windshield and cracked the bumper in half from the speed she was driving. Also destroyed the under carriage of my car
Business response
03/04/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/05/2024
This issue has been resolved, the provider filed with their insurance and Travelers paid out to *****************************. He is now demanding an additional $60,000 not related to the vehicle. We consider this matter closed.
Customer response
03/06/2024

Complaint: 21365380

I am rejecting this response because: this matter is not closed, I never filed with my insurance. WE filed with your insurance and I was told to collect the balance from you. They covered the loss of the car, and I was told by several different at Travelers that they would cover my bills for repairs. Once I spoke to the unit manager at Travelers, I was told Get over it and sue **** IS that how you want to proceed? I missed work and school from negligence on the part of your Tow Truck Driver. I am due the money and you know that. I also have an email from an adjuster stating the damage caused was at the hand of the tow truck driver. It seems that everyone at AAA likes to blame everyone else and put it back on the clients. Your tow truck drivers are not experienced and do not have training. Who loads a car and DOES NOT CLOSE the hood. I put a lot of money in that care in the past year and it was running perfectly, besides the alternator and then your driver destroyed it. So please explain how this is closed. I am pretty certain that your insurance agent broke some sort of Law by paying the lienholder of my car off without me signing the ***** of ******** letter and the Total loss form. So please explain how this happens.

Sincerely,

**************************************
Business response
03/07/2024
AAA does not pay for missed work or school, and we cannot reimburse you on repairs you made to the vehicle months/years prior to the damage. That is car maintenance, and does not inflate the value of your vehicle. BBB, we have settled this with the member, he was paid out by our insurance. We consider this matter closed, and will not respond further.
Customer response
03/07/2024

Complaint: 21365380

I am rejecting this response because: they destroyed my car. I was also told that I would be reimbursed for my expenses and work/school.

Sincerely,

**************************************
Initial Complaint
03/04/2024
Complaint Type:
Billing 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.
AAA improperly charged my Mastercard for AAA membership annual charge. They did this on appx. 2/20/24. When bill showed up on my credit card, it was charged & posted dated 2/12/24, which is impossible. I called and they said they would credit back to my Mastercard that charge & send me a paper mail notice **** when due. They have done none of this.membership number 429-0142023011506. Email received by me from them dated @/20/24 at 222pm EST showing cancelled automatic renewal request date 2/2/24 cancellation effective date 2/2/24, Amount of refund requested $126. Rebill info send bill to member. Refunds will be applied directly to the original credit card payments if possible. Talked at AAA to Mr ***** *********** on Tuesday 2/20/24 C no **********. Nothing was done. Talked to ****** on 2/27/24 at 230pm at *********** customer service rep, he said would put a rush on it, and should have cancellation rebate to my credit card by tomorrow 2 28 24 by end of day. His P number is *****. And they are mailing me a hard copy for the bill for me to pay via ****. None of this was done.
Business response
03/04/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/07/2024
03/07/2024

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

Re: AAA Membership No. ****************

Dear BBB,

Thank you for contacting AAA. Our records show that we spoke with *********************** on March 7, 2024, to confirm that he received his refund of $126.00 that was processed back to his card on March 5,2024. ****** did advise he received his refund however he was not pleased with the refund process. To rectify ****** concerns, we applied a $30.00 appeasement to his membership account.
At this time, we consider this matter resolved.

Kind regards,
Member Relations
Initial Complaint
02/29/2024
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.
Signed up on 2/22/24 to transfer AAA car battery warranty as stated on AAA's website. 3/5 people I spoke to today told me I was a liar and that battery warranties do not transfer, despite it being in writing on AAA's website. When I tried to set up a service call after signing up for service explicitly for the battery warranty transfer (and confirmed with the agent signing me up that it would be transferred) I was told by the dispatch agent that it would not transfer and I would be charged for the battery and charged $65 for using the service I judt signed up for and paid $75 for. They claimed the $65 fee was disclosed in the email they sent me, but it was not and I was called a liar when I read the email verbatim.I spoke with 3 supervisors and not one of them was competent.
Business response
02/29/2024

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

****************************************************************
Thank you.
Business response
03/05/2024
We spoke to ****************** on 3/5/24. We apologized for the level of customer service experience and confirmed that the membership was cancelled with a full refund issued the same day service was started.
Initial Complaint
02/29/2024
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 became a AAA member in 2023. I just used my membership for the first time this month (February 2024). On 02/26/24 I requested a tow truck and at the beginning of the call the rep was very polite but told me I had no tows left. I knew that was incorrect, because I never used it. I then had to wait 30 minutes for them to fix it. When I finally was able to request a tow truck. The rep said I would receive a message saying when they would arrive. After 2 HOURS LATER, and no update I decided to call back. Thats when I told the rep that no one had showed up. They assured me someone would come. I continued to wait and after the sun went down I decided to call back and they asked me if I still needed the car towed. I told them yes but I will just wait until the morning. Basically, after putting a call in at 2pm on 02/27/24 no one ever came.. It is the next day and im still waiting on a tow truck. Also, I have the premier membership so I guess that wouldnt mean anything
Business response
02/29/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
03/05/2024
We have attempted to reach ************** on March 5, 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
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 22, 2024 I renewed my roadside assistance. On that same day I requested a battery test at 6am. I had my request submitted 3 times by 3 different agents. Each agent said the repair company could not make contact with me which is an untrue statement. I would like my renewal fee refunded due to there was no service provided.
Business response
02/29/2024

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

****************************************************************
Thank you.
Business response
03/04/2024
We spoke with ************** on 03/04/2024 via telephone and the matter was resolved to her satisfaction.
Customer response
03/06/2024

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
02/23/2024
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 just emailed this to AAA, who was the roadside assistance provider I am referring to (specifically 352 Roadside and Auto Repair:I requested battery service on Monday, January 29. The individual identified that the battery needed to be replaced and proceeded to put the replacement battery in backwards. As a result, and because of his repeated attempts that caused significant sparking at the terminal and triggering of the wipers, lights, alarm, etc., the car shut down. During the attempts, when the alarms, etc. were going off, the service person yelled for me to "turn it off!!". This was impossible as it was caused by his attempts to connect the terminal to the wrong polarity. The car wouldn't start and the service person argued that he hadn't caused the issue (he later admitted it) and he made numerous attempts to leave. The car was towed to the ** dealer, again, on Monday. I have contacted the manager, ****, at 352 ********************** every morning with no progress. This morning, I made it clear that I am not willing to be inconvenienced anymore and he replied that he would immediately call the dealer for a status and reach back out to me. It is 2:15pm and I still have not heard from him. With this understanding that an electrical charge made its way through the vehicle numerous times, I am uncertain that more damage hasn't been done to the car, that the dealer may overlook. At this point, this issue needs to be addressed immediately. I did not create the problem and I did not compromise my vehicle's electrical system. Someone who is supposed to have at least a basic understanding of cars and batteries should have recognized the issue immediately. I will check with the authorities to see if I can make a stolen vehicle report.
Customer response
02/02/2024
Please see most recent communication
Customer response
02/03/2024
Additional information. Ongoing discussion
Business response
02/27/2024

We have attempted to reach ************************* on February 27, 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.
Initial Complaint
02/21/2024
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.
Had an automatic withdrawal made on 1/16/24 with no warning about membership renewal. Cancelled my membership and asked for a refund on 1/22/24. Still do not have a refund. I have never experienced a wait this long for a refund from any entity. I assume they are trying to delay, then forget about the refund of $103.00. Please help?
Business response
02/07/2024
Dear BBB,
Please forward this complaint to AAA Club Auto South for resolution.
Thank you,
ACA Member Experience
Business response
02/20/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
02/27/2024
02/27/2024
***************
1318 ***********************
*******, ** 32814

Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. We attempted to contact *************** at ************, but unfortunately, we could not reach him. Our records show that ******************* account was set up for automatic billing. With automatic billing, you receive a billing statement indicating when funds will be deducted from your credit card on file. We have canceled the membership and issued a refund as of January 22, 2024. The refund process typically takes 10 to 15 business days, excluding weekends and holidays. The **** card ending in 0653 has been refunded $103.00 as of February 6, 2024.
At this time, we consider this matter resolved.

Sincerely,
Member Relations
Customer response
02/29/2024

Complaint: 21244764

I am rejecting this response because:
AAA never made an attempt to contact me.
Sincerely,

***************
Business response
03/05/2024
03/05/2024
***************
1318 ***********************
*******, ** 32814

Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. We attempted to contact *************** at ************ again as of March 4,2024, but unfortunately,we could not reach him, and a voicemail was left. Our records shows that ************ **** Credit Card ending in 0653 was refunded $103.00 as February 6,2024.Wed be more than happy to speak with *** regarding his concerns, he can contact the **************************** at ************ Monday through Friday 8am until 6:30pm est.

At this time, we consider this matter resolved.

Sincerely,
Member Relations
Initial Complaint
02/14/2024
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.
So when a service provider, lies to AAA employees and representatives, and the member has proof documenting the service provider lied. But yet, AAA commits retaliation, against said member *************************. AAA has failed 3 times in 16 months. **************** in November 2023, where as I awaited a tow due to a faulty brake pad. ********************* in ****************, has failed to return communication. The date was 11.05.2023. I was forced to limp my vehicle at speeds not exceeding 45 m.p.h. Which in turn was putting other motorists and myself, in potential harm's way. This offer of return communication was documented by my enhanced notes, that started at 2:16 pm, on 11.6.23. And lasted for the duration of approximately 21 minutes. I recently found out that ************** blocked my phone number from contacting them. As I have only attempted returning ****************** call 3 times. Then again on the evening of 12.8.23. I found my vehicle having mechanical issues, this time in **********, **. At 8:30 pm, I was informed by AAA **********, that a provider would not be available until 7 am, on 12.9.23. I awoke around 9 am no missed communications from AAA or said provider. I waited a bit called AAA, I was hung up on 4+ times, simply for not feeling comfortable speaking with employees, from a past experience in ********** in 2020. I requested a supervisor, employees simply hung up on me. Out of nowhere, a tow truck from ************** showed up. I requested to wait, until I could verify with AAA, it was not a stolen tow. I showed him a video surveillance sign in my dashboard. I was with AAA (still on hold), and I have video documentation. The tow company lied and said that I lunged at the driver. I have that recorded phone call. I have recorded calls of ***********, threatening me with physical harm, using their database in an illegal manner. **************, lied about communication on 12.14.23 and on 12.20.23. No such contact has been made.
Business response
02/14/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
02/14/2024
We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason, and cancel a membership of someone we feel has been abusive to our employees. We have chosen to cancel your membership, which as a company, we reserve that right.
Customer response
02/14/2024

Complaint: 21288955

I am rejecting this response because:

Sincerely,

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

I have rock solid evidence that the tow company lied. And AAA violated consumer rights and retaliated due to the tow company lying.
Business response
02/19/2024
AAA reserves the right to refuse service to anyone. For the safety of our employees, we have cancelled your membership.

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