Automobile Club of Southern California

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Lavon of Rancho Cordova , CA October 19, 2009

On the 30th of Sept around 4:00 AM a neighbor informed me that my rims and tires had been stolen from my vehicle. Immediately I contacted the local Police Department and the officer adviced me to contact asap AAA and have the car removed from the area. When I called AAA the dispatcher said that because the car no longer had any tires they could not provide me with any assistance. In a few words in spite of a current membership they denied the service. Later that day while I was still trying to find out why AAA couldn't provide me with assistence the Police department had my car towed. That day, when I was finally able to speak to an AAA supervisor I recieved an apology and learned that the dispatcher had misinformed me. AAA failed to provide me with the service and ultimately caused me the loss of my vehicle. Since that 30th of Sept my case has been under investigation. On several occasions I have contacted AAA, my complaint number is 18806 and they have not yet returned my call. Today, once again I contacted AAA around 12:00 PM. The representative promised that "Tisha, who is handling my complaint, is going to call me and provide me with the necessary help". According to a previous Supervisors this person was suppose to contact me weeks ago and she hasn't contacted me at all.

daphanie of Compton, CA August 25, 2009

On July 30 2009 my son was in a automobile accident which was caused by a male driver who is insured by AAA. Mr. G was making a left turn from a business parking lot into the main street and struck my driver side front bumper. I filed a claim with AAA with whom I spoke with Lynn R, after playing phone tag with Lynn R for roughly 2 weeks I then spoke with her Supervisor John D, now what amazing is that before my son the driver hadn't even given his statement as of yet or seen the damage to my vehicle Mr. D had already made a decision of covering the damage only 50%while along I disagreed with his decision and asked him "How could he make a decision without even taking a statement from my the other party yet along assessed the damage of my vehicle, he then asked to speak to my son to hear his side of the accident and the other witnessing parties. after that phone call Mr. Rick (last name unknown) called me to set up an appt with an adjuster to inspect my vehicle.

The reason why I'm writing you today is because Rick the rep from AAA has called and confirmed to me that AAA will only cover 1/2 of my vehicle damage which is about 291.00 I then informed Mr. Rick that I disagree and that I believe AAA should cover my damage in full. He then stated to me that they will side with the insurer statement regardless of who was was at fault AAA totally leans on the insurer side, and they encourage their insurer to go after my insurance for the remaining damage to Mr. G vehicle.

Rick also stated that the disregarded the witness statements that was in my vehicle because they were my witness. I know that the AAA insurer was at fault in the accident, and that AAA auto insurance is totally at fault at not paying for my damage vehicle in full. Not to mention Rick even stated AAA made their decision by their insurer statement he stated that the inspecting the damages of the vehicles, his insurer vehicle has more damage then my vehicle money wise, yet he can't determine by looking at the pictures on who caused the accident. I have pictures of both vehicles if needed.

Tracy of Livermore, CA June 23, 2009

My annaul policy was expired so I was told to get my card towed I would need to sign up for a new policy at 197.00 the as soon as the charge went through I was told my cal wouldn't be towed as there was a 48 hour waiting period. I was held waiting by a supervisor Kym for 48 minutes and three seconds and then disconnected. I ended up paying 85 dollars card to have the car towed privately.

ROBERT of SOUTH LAKE TAHOE, CA June 1, 2009

I paid twice on a mastercard and they are still leaving me on the side of the road stranded when I need service!

Carine of Lompoc, CA March 23, 2009

Carine of Lompoc CA (03/23/09)
Member's Preferred Homeowners Insurance Rate Quotation I received a written quotation on March 16th, 09 and on March, 20th, when I went back to sign the contract, he told me that they could not insured me for the price that was mentionned on the written quotation, as he needed to determine the amount of the dwelling. The amount written on the quotation is 255,000 which was the amount written in our former insurance policy at All State (the contract was expering on March 22nd, 2009.)

Nowhere on the quotation is written that the dwelling needs to be revised at the contrary, it is stipulated: Coverage is subject to the following Forms, Options, and Endorsements: Guaranteed Replacement Cost: included/ Building Ordinance or Law: included/ Loss of use: 51,000 Included. On March, 20th, he estimated the dwellings at 470,000 !!! which is 84% more than the quotation received 5 days earlier.

I feel that this Sales Agent is hiding information to the consumer AND is submitting written quotations that the company cannot respect...so why giving the consumer a totally unrealistic quote. On top of that it should be written on the quote that the dwelling needs to be determined.

Susan of Huntington Beach, CA February 18, 2009

Susan of Huntington Beach CA (02/18/09)
I have been a member for nearly twenty years of AAA and have primarily paid the annual fee to be a member to take advantage of Roadside Assistance when necessary. I estimate that my husband and I have used Roadside Assistance less than 10 times in those 20 years. On December 22nd, 2008, our family went to the Balboa Peninsula in Newport Beach. When we returned to our car at 9:00 pm, the battery would not turn over. Because we had left our cell phones at home, my husband walked several blocks to a store to use a phone to contact Roadside Assistance while my kids and I huddled in the car (they are 10 and 12). It was very cold that night I believe in the low 50s. My husband gave Roadside Assistance the cross streets of Medina and Balboa Blvd. He returned after a few minutes and told us a tow truck would be there by 9:30 pm.

He waited outside the car with the hood of the car up and the kids and I stayed in the car. Neither my husband nor I ever saw a tow truck. Finally at 10 pm, a man living in an apartment building near where we were parked offered to let us use his phone. My husband again called Roadside Assistance and this time gave the exact address on E. Balboa Blvd. of his apartment. Roadside Assistance told us that the tow truck would be there in 8 minutes. At 10:20 pm, another man in the neighborhood offered to jump our battery and did so. When we left the area, our clock said 10:25 pm. We never saw a tow truck of any kind and had been waiting in the cold for nearly 1- hours, with our kids!

When we returned home that evening we called AAA again and told them what happened and this time the person at Roadside Assistance had the gall to argue with my husband implying that it was our fault and saying that the tow truck driver was there at 10:06 pm and that no one was in the area. Mind you, we had been parked with the hood up so even if he did not see us, he should have spotted a car with its hood up. If indeed the tow truck driver said he was there at 10:06 then he was lying.

I called Roadside Assistance the next day (December 23rd) and filed a complaint. The person on the line was nice and said it would be investigated by AAA and that someone would contact me in 5-7 business days. Finally, on January 12th, I wrote a letter to Auto Club of So. Cal, detailing the above info. In the mean time, the company continued to send me reminders to renew my membership along with the questionnaire from AAA Insurance to renew our auto insurance with them. I asked them in the letter: why would I continue to pay 71.00 for roadside assistance, which provided no assistance, and for lousy service from the company? Why would I continue to use them for our auto insurance (approx. 1000 per year for my husband and me) when there are all kinds of companies willing to give us a lower price? I always felt as if AAA was at least trustworthy and reputable and so I willingly gave them our business but I no longer feel that way.

In the letter, I told them I wanted the following: 1. Someone from the company (a manager or higher) to call and discuss this issue with me and to apologize for the lousy service. 2. In addition, I wish to be refunded my membership fee for 2008 since I did not get what I paid for or for 2009 to be given to us for free. Approximately a week later, a customer service manager called and apologized but said that was all they could do- she was unable to refund or credit anything. I asked her then to please do me the favor of stopping all the communications that they have been sending out to renew our membership and to renew our insurance. Yesterday, Feb. 17th, I go another one in the mail. What is wrong with these people? I am currently looking for new auto insurance with roadside assistance included.

Very cold evening for our family waiting for help; loss of 71 in benefits I paid for. Loss of time in searching for a new company.

Patricia of Apple Valley, CA December 30, 2008

Patricia of Apple Valley CA (12/30/08)
I talked to so many people on this I don't remember all the names - Leon T. was the supervisor that was suppose to call me back but never did. On Friday night, December 26th I had my Suburban towed to my home instead of the repair shop 47 miles away because it was 1 a.m. before they could get to me. I waited 3 hours. On Saturday, I called to have it towed into the shop and was told that the tow company would call me back in 10 minutes. No call. 2 hours later I called again, same story 10 minutes - no call. Made repeated calls throughout the day.

Called all day Sunday, AAA said no truck was available. Asked them to call another neighboring city - which they had done before - refused. Called Monday morning, Monday afternoon, Monday evening finally a driver called to tell me a pick-up was scheduled at 4:25 p.m. - no show. Called AAA two more times asking for a supervisor. Her excuse was it was snowing. Asked her how she knew it was snowing if she didn't live there because I was standing on my deck and there was plenty of stars above without a cloud in the sky. Our roads are clear, the school buses are traveling up and down this mountain without a problem along with several other tow trucks. I drive this road every day to work and the rep at AAA pretty much called me a liar.

So 4 days later my car is still parked on my driveway - my 3 boys have had to walk to work and now my daughter needs to leave for the airport to return to U.C. Davis and I am without a car because of their incompetence. All I got was excuses - too busy - snow. I have been a member for 18 years and have never been treated like this.

My husband has now lost 2 days of work. My kids have to walk to work at the ski resort - not exactly a short distance. The repair shop stayed open for me on Saturday and then again on Monday and now we have a holiday on Thursday. My daughter has to be at the airport at 5 a.m. Saturday morning Jan.3 and I have to go rent a car.

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