ComplaintsforAuto Club South Insurance Company

Roadside Assistance

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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.
I joined AAA Plus for long distance services in which they advertised 100miles because I travel for work I recently broke down and needed to use this service to get my vehicle towed home so far they have constantly lied to me after waiting 3 and a half hours I was told that a tow driver was in route and I could leave when I reached home I was told my vehicle would not be towed and they are working on it and keep me updated then I received another call and was told my vehicle will be towed they gave me a confirmation and driver name the I was called and told they were unable to tow because its the SuperBowl weekend, then a few more calls in between and today I was called and told they was working on getting my vehicle towed and then a few hrs later was called and told my car would be towed today and give another confirmation number then after another few hrs I was called and told that they cant find anyone to tow my vehicle and try again tomorrow this is the worst service and people Ive ever had to deal with I think they are scammers by offering a service policy they cant honor to get money they constantly mentioned the distance like thats the problem like they dont understand there own policy, now Im stuck without my vehicle and and they are doing absolutely nothing to help me they even requested I find someone else to tow it myself this is unacceptable and unbelievable most of the service representatives were rude to me a seem to careless and talked down to me and simply brushed me off Im stuck and dont know what to do at this point I told them to at least move my vehicle from the location so its not impounded and they wouldnt now Im just stuck with a policy I paid for thats useless when I needed it
Business response
02/14/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
02/15/2024
We have attempted to reach ********************* on February 15, 2024 via telephone and 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
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.
Wasnt properly informed of all the information and what they were doing to my account. Very scumble said they were helping me out but really werent had a technician come out couldnt do anything for me. His equipment wasnt working because the area we were in had no signal, he told me I can call back again. Called back again and they told me that unfortunately, that time was one time fee waived even though the technician couldnt do his job and now theyre going to leave a veteran stranded due to their errors and not owning up to it
Business response
02/14/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
02/14/2024
We apologize for any confusion surrounding your membership. We see your mother added you onto the account on 2/11/24, there is a 3 day waiting period for new memberships to go into effect, but they made an exception and allowed you to use it the same day without any fee for one call. When you called back, that is when you were advised of the policy. You are good and active, and shouldn't have any issues moving forward.
Initial Complaint
02/07/2024
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 have claim CLM00628544 because a car insured with you crashed my car..... I have been waiting for more than 15 days for an answer from you. My car is no longer useful for transportation after the accident and I have not received any answer from you. The only reason you gave me was that you could not contact your insured and in the meantime I am the one who suffers because of the irresponsibility of your insured and your negligence.
Business response
02/07/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
02/13/2024
February 12, 2024

Better Business Bureau
2655 *********************.
**********, ** 33759

RE:                  Our File No:                CLM00628544
                        Case Number:             21249672
                        Our Policyholders:      *******************************
Date of Loss:               01/14/2024

To Whom It May ******************** is in response to the BBB complaint filed by ***************************** on February 8,2024. The loss occurred on January 14,2024. This claim was reported to us with a coverage concern due to an unlisted driver in which had to be researched further before we could grant ********* Due to lack of response from the unlisted driver this took longer to achieve.

On February 6,2024, we were able to clear coverage and move forward with this claim.

******************************* vehicle was declared a total loss and was approved on February 8,2024. We currently waiting on signed total loss documents from ****************** so we can issue payment out.

Please feel free to reach out if you have any other questions or concerns. Thank you.

Sincerely,

***********************
Claim ************************ Insurance Company of *******
************
*************************************
Initial Complaint
01/30/2024
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 01/02/24, I called ***(*********, **) to jump start my car. I was not a member, so the agent said if I join for $75, and $50 for roadside service, she could have someone out today. I accepted the offer. Then I received a text for roadside that it would be 2-4 hours before coming. A customer from the store came and jumpstarted my car. I called AAA back to cancel roadside service and to cancel the membership. She explained the benefits. I said I would think about it. On 1/03/24 @ 7:10am, I called back to ************ and spoke with Rep, who transferred me to another Rep who agreed to cancel and said canceI should receive my refund 5-7 days. On 01/10/24, I received a Welcome to AAA letter. I called and Spoke with a young man, why letter and no refund? He said no cancellation done and he would immediately cancel now. I was upset, and agreed to wait another 5-7 days for refund. On 01/26/24, He called me back and advised the manager Denied refund because cancellation should have been within 3 days. I cancelled less than 24 hours and requested to speak with manager. He said it's the manager decision to deny. I asked for telephone number for Corporate, he said there is no number for me to call. I'm an 81 year old on social security and $75 is too much to give away due to their negligence. Is this how AAA does business? This should be considered a scam, in my opinion! I'm now concerned if they were giving me the correct names, because when I initially, spoke with the young man again, he mentioned another name than *******. who agreed to cancel on 01/03/24.
Business response
01/30/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
01/30/2024
We are very sorry for any confusion regarding your membership. We have properly cancelled the membership, and an agent will be reaching out to discuss this with you.
Initial Complaint
01/30/2024
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.
Using Triple AAA has been a disaster. I called at 10:00 this morning - Jan 15th **** to report a s**** in my tire to get it replaced with my spare - I had 2 automated recordings saying they were working on it and would contact me. I called back around 3 - they said they would expedite and get my flat changed. I called back around 7pm - they told me BMT ************* would be getting a hold of me - Immediately called BMT *************** they told me - no - they dont service ************ ** - which is where I am at. Now we are stranded and have no way of getting to work and our elementary student to school tomorrow until we get someone to put the spare on. This is a terrible experience and should have been disclosed to me there are issues. I definitely want my money back and have no faith in AAA services. I paid for a year - $85. You wasted my whole day waiting for the promise of help. I would have searched out another solution had I not been mislead. Disgusting service.
Business response
01/30/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
01/30/2024
We have attempted to reach Ms. ****** on January 30th, ****, 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
01/28/2024
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.
On 09/18/2023, my insurance agent informed me that I would receive a refund check for closing the policy **********. After 16 emails and two phone calls to customer service, I received the check ****** almost 1 month and a half later. And when I went to deposit on November 21. To make it better it had no funds so the check bounced. I would like to have this issue fixed because if a customer takes the same amount of time to pay the policy as this company is taking to send the check most likely I would be financially penalized if not worse. I was able to talk with the customer service on 01/3/2024 and they said it had one check on the way, to call the following week if the check has not arrived. Next call I made was on January 18 at 12:29 PM and I told my issue, and the agent told me that there is nothing else he can do. I asked if the check could be sent as registered or something to see if we can track where the check is going and he persisted saying " I cannot do anything else besides keep resending the check until you get it" if did not arrive on 3 attempts when would it arrive ? Please I want my money.
Business response
02/02/2024
SENT VIA: BBB ONLINE COMPLAINT RESPONSE

RE:                  Our Policy Number:    **********
                        Complaint Number:    ********
                        Our Policyholder:        ***** *****

To Whom It May ******************************* to the above-referenced service request submitted to ********* Insurance Company of *******.

Our apologize for the frustration this has caused.   A replacement refund check was mailed to **** ************* ******** ** ***** on 2/2/24.  This check should arrive in the next few days. Once again, we are sorry for the inconvenience.
Customer response
02/06/2024

Complaint: ********

I am rejecting this response because: I received the same scripted answer than the other 3 agents, and persisted on the same error of keeping sending the check without a track number so I can see if it was sent or where it is going ? Lacked the effort to provide another outcome.
A couple days from that answer has gone already and did not receive. Again.

Sincerely,

***** *****
Business response
02/16/2024
RE:                  Our Policy Number:    **********
                        Complaint Number:    ********
                        Our Policyholder:        ***** *****
To Whom It May ******************************* to the above-referenced service request submitted to ********* Insurance Company of *******.

Our apologize for the frustration this has caused. In total, we have mailed 3 separate replacement checks to the address provided: **** ************* ******** ** *****. I apologize if you have not received these checks.  I would suggest calling our customer service department at ************,during normal business hours to confirm your mailing address. From there, one of our licensed agents will be happy to submit another request to accounting for an additional replacement check to be mailed.
Initial Complaint
01/25/2024
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.
They simply won't show up when you need them. The whole premise of joining AAA is to get help when small problems arise. They do not fulfill their end of the obligation.The worst problem with AAA is they will tell you they are coming when they have no intention of doing so. It would be much better if they didn't lie because that wastes a person's time. My car was stuck on the side of an icy road. My car was warm, but running out of gas. It was dangerous, and they promised priority to those in dangerous conditions. That was a lie. They made no attempt to come and get me, and I lost valuable time waiting on them. I'm majorly disappointed in AAA and plan on switching to my insurance company's roadside assistance.
Business response
01/23/2024

Please forward to ********* Group at **************** for review/response.
****************************************************************
Thank you.
Business response
01/26/2024
We spoke with ********************************* on 01/26/2024 via telephone and the matter was resolved to his satisfaction.
Initial Complaint
01/24/2024
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.
Our insurance was due to renew on 1/14/24 for $4,108.00. My son was in an accident on 1/2/24 and we found out the vehicle was being totaled on 1/11/24. I contacted AAA on 1/12/24 to inform them my son's vehicle was being totaled, we no longer had possession and asked for the vehicle to be removed from our account. AAA had already started to process the $4,108.00 payment, but because we removed a vehicle, the premium was reduced for the renewal period starting 1/14/24. We paid what the rep said was the new "pay in full price" of $2,747.55 that day and were issued our new cards for 1/14/24-7/14/24. My husband called his bank to stop payment on the $4,108, as that was no longer the amount due, and we had made a separate payment for the new amount. When I logged into our account on 1/23/24, I saw a notification that our insurance had been cancelled as of 1/22/24, and cancellation backdated to 1/14/24. I called AAA that morning and was informed we were cancelled because we did not pay the $4,108. The customer service rep stated their notes reflect on 1/12/24 we removed a vehicle, changing the premium due-which was paid; but because the renewal documents were sent in December showing the amount of $4,108, their billing department shows this amount is still due. She stated to reinstate coverage we would have to pay the original $4,108.00 and the issue would be escalated to a supervisor and most likely be reimbursed the difference in 10 days. We made the payment and was told our insurance would be reinstated the same day, and backdated to 1/14/24. As of 6pm last night we still have no insurance. Because we have a "lapse in coverage" it was sent to underwriting to determine if they will renew us. Now, this is after they had taken the payment for the $4108, which is not even the correct amount for our current coverage. We were informed it could take ***** hrs to get an answer. So, as of right now AAA is holding $6,855 of our money and we have no coverage.
Business response
01/26/2024
RE:                  Our Policy Number: AUT701116693
                        Complaint Number:    21191336
                        Our Policyholder:        *************************

To Whom It May ******************************* to the above-referenced service request submitted to Auto Club South Insurance Company.

The original renewal premium of $4,108.12 was scheduled to be withdrawn on 1/14/24.   A policy change was made two days prior to renewal, on 1/12/24, which reduced the premium to $2,877.51. At that time, since the policy is on EFT, the bank had already been notified of the original amount due, which was scheduled to be withdrawn on 1/14/24. Once payment is received the overpayment would simply be refunded back to the insured card.

We received a short payment of $2,747.55 on 1/12/24.   On 1/16/24, the original payment of $4,108.12 was reversed due to the stop payment. On 1/21/24 the policy flat canceled due to the short payment made on 1/12/24, and payment reversal on 1/16/24. A cancellation notice was sent to the insured providing additional time to make a replacement payment and reinstate the policy.   A replacement payment was received on 1/23/24 and a reinstatement request was immediately sent over for review.   The policy was reinstated the following day,on 1/24/24.

The policy is active, paid in full and in good standing.   A refund for the overpayment was put back on the insureds card on 1/26/24. No further action is required.
Initial Complaint
01/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of unauthorized transaction which has not yet been refunded - 01/14/24 Membership name and number - *********************** ******************* EXPLANATION - AAA withdrew $70.00 from my credit card without my authorization on 01/14/24. I called them on 01/14/24 when I saw the charge pending and cancelled my membership and requested an immediate refund, but instead, they put the payment through. This caused my credit card to become maxed out and other monthly bills to decline, and a week later I still have not received a refund. Please note, my membership card states that my service was valid through 02/15/26 so this charge was not expected. And I would have never knowingly set myself up on auto -renewal for this very reason. They must have snuck it in their small print when I signed up for their service. I am requesting an immediate refund in the amount of $70.00.
Business response
01/24/2024
Dear BBB,

Thank you for the inquiry regarding the refund of *********************** AAA Membership ****************.
On 1/14/24, *********************** contacted ACG (The Auto Club Group) and requested to cancel her automatic billing on AAA Membership. At the time of her request, the payment for her **** AAA Membership renewal was pending. The Auto Club Group immediately requested a refund to be issued to *********************** the following day and she was advised her refund does take approximately ***** business days.
At this time, we consider this matter closed.

Sincerely,

ACG Member Relations
Customer response
01/28/2024

Complaint: 21175525

I am rejecting this response because: It is day 14 and I still have not received a $70.00 refund from AAA's unauthorized charge to my credit card. Please issue refund immediately before I seek further action,

Sincerely,

***********************
Business response
01/31/2024
01/26/2024
***********************
******************************************************

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

Dear BBB,

Thank you for contacting AAA. Our records indicate we have advised *********************** that the membership is canceled with a refund and the refund takes 10 to 15 business days (not including weekends and holidays).
At this time,we consider this matter resolved.

Sincerely,
Member Relation
Customer response
02/01/2024

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
01/18/2024
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.
Upon calling for service, a representative for the *** Club Roadside Assistance told us we were no longer eligible for service due to an investigation by this company. This information was very shocking and after meaning a member for 7 years, have not ever experienced such from this company. When this incident occurred, asked if we could just pay out of pocket and it was refused with the call them disconnect. This occurred Summer 2023. ******************
Business response
01/12/2024
Dear BBB,
Please close this complaint with AAA Club Alliance and forward to AAA Auto Club South for resolution. This member belongs to Club 014 Auto Club South.
Thank you,
AAA Member Experience
Business response
02/01/2024
As stated on page 41 of our AAA Handbook, which is posted online for viewing, "We reserve the right to impose surcharges and/or ************ limitations, downgrades of a Membership type or cancellation of a Membership at our discretion, without prior notification. Reasons for cancellation include but are not limited to verbally or physically abusive behavior, material misrepresentation, excessive ************ usage, or substantial breach of contractual duties or conditions."

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