Automobile Club of Southern California

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claudia of montebello, CA November 18, 2009

i was expecting aaa to take out my insurance payment at the beginnning of month in october and it was already 10-09-09 and the payment wasn't taken out. so on 10-12-09 i went to the aaa office and told the cashier my concern and the reason why i was there. she went into her computer and saw that it was my last paymet on the year and she took a check payment of 168.82 from me. well on 10-13-09 two payments of 168.82 were taken out of my b of a account. aaa and b of a did me wrong, but mostly aaa because i should of been told not to worry and to give it another day so my payment would be taken out. i can't believe how fast that check was cleared. when aaa took out these two charges, i had another 10 small transaction clear also causing me to be overdrawn 248.67.

i went to the aaa office and told them what happened and they told me there was nothing they could do for me and that it would take an x amount of days for them to return my over payment. i needed the money asap is what i told them. also on 10-14-09 b of a charged me 35.00 ten times. i would have prefered for one of the 168.82 amounts not to be paid and to be charged one 35.00 fee instead of being charged the 10 times for the small transactions. again i went back to the aaa office and told them what was happening and they turn it around on me and b of a and said they would only pay 35.00 or 70.00.

i told them i needed this fixed before the end of the month because i had direct deposit of my payroll check and that i did not want money taken out of my payroll check for that. on 10-27-09 aaa put back in my account the 168.82. on 10-30-09 over 300.00 were taken out of my payroll check and till this day aaa has not given me any money for the fees b of a charged me because of their doing. i told them that it was not fair that they charge me to be a member to have the insurance, that i have to pay a fee to have the money taken out of my account, that there is a fee i have to pay because i move and for anything could charge me but it was their mistake and they don't want to reimburse me.

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

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