Automobile Club of Southern California

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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.

Youngji of Cypress, CA December 29, 2008

ji of Cypress CA (12/29/08)
I recently got in a minor accident and had Anna R. as my claims representative. She was not only rude and abrupt each time we spoke, but she was incompetent in her job. One example of her behavior: without going to the accident scene, she argued with me (even though she is working for me) about how the lines were single yellow and that you could make a left turn, when I told her that you are not allowed to make a left turn because they were double yellow lines. I went to double check, and I was right they are double yellow, she had no idea what she was talking about, so why throw out the attitude and be rude about it.

I was so appalled by her behavior, that I wrote a formal letter of complaint and asked to have a new representative, only to have her supervisor call and speak to me with the same type of attitude. No apologies, no attempt to rectify the situation, or let me know that Ms. R. would be reprimanded, instead was just as abrupt and rude. I understand that they work together and probably have a close relationship, but customer service is still customer service.

Because of this experience, I will no longer be a member of AAA as soon as my year is up. It is frusterating because AAA is such a huge corporation that they probably do not care about small matters as these, and their employees can continue to treat their insurers any way they wish. I am not one to complain about such things, nor have I ever written a letter about such situations, but I felt that my treatment at AAA- Long Beach was bad enough where I felt it necessary.

Hillary of Fortuna, CA November 12, 2008

Hillary of Fortuna CA (11/12/08)
I have had AAA for probably about a year. I am VERY disgusted with the service that i have recently had. About a month ago i was involved in an accident. My first accident ever. I called the claims department and made my claim. My car had been sitting on the side of the road next to my house because my starter had went out and it was hit. I told the lady (Joyce Staton) what was going on. well, she told me that i would have to wait two weeks to get a full police report and for us to go any further with the situation.

i waited my two weeks and no one called me. so i called her back,checking up on my situation. She received the police report and she said she had taken care of everything. A rental car was not covered but she had faxed the shop and repairs would start shortly. Well i call the shop before taking it down there and they didnt recieve anything from [AAA].

i waited about a day and checked again... NOTHING... so i called back and talked to someone else. They said that the guy who hit me (also a AAA member)) was in a different division and i would have to talk to them. so they transfered me. i explained my situation and they told me a rental car was covered. I told the person that the other lady said it wasnt covered but they reassured me it was. So they faxed the Hertz car place and i recieved my car.

They also said they faxed the body shop but again i waited and had to call again to get it faxed. now i have a lady from the claims department telling me that the car was not covered because the car was not running. i expected AAA claims to walk me through the situation and instead i was thrown around and confused about what was going on.

i was told numerous different things and i feel i was lied to. i had the rental car for about a month waiting for my car to be done and AAA is only coverng 15 days. i am furious and i believe they are a horrible insurance company!

Cynthia of Sacramento, CA September 24, 2008

Cynthia of Sacramento CA (09/24/08)
I am a home owner in Sacramento that experiences a home burglary on July 7, 2008. I have been paying for home owner coverage though triples A insurance company and have not been compensated I believe due to my race and demographics of my home. It has been over 90 days and I and my children have been sleeping on my couch do to the smell of the break in and have called my the company numbers time for resolution. I have been moved to over 3 adjuster, and now I have been told that they now have moved my case to a lawyer. I just want to get back to normal and feel I am being treated unfairly.

I am low income, African American single parent/ College student, who currently reside in a low income area due to the montage crisis. I have informed then that the damage cause to my home is very unbearable due to defecation/spray paint/ dirty and smoke fumes which have not been address. The property damage has rendered me from feeding my family and I have lost days of work trying to reach a resolution.

All my funds have been redirected in replacement for windows my family is not effected by whether conditions and due to triple A failure bad faith. I have lost out on new job opportunity due to not being able to pay all utilities bills including telephone and cellular phone cost, so I may I could afford second hand clothes for me and my children.

Carlos of Los Angeles, CA August 19, 2008

Carlos of Los Angeles CA (08/19/08)
Yesterday I had an outrageous experience with AAA Interrupted Trip Service. I was travelling with my four year old and out van died. They towed our vehicle from Yosemite to 200 miles south, Lebec. At 8:30 in the morning I told them that we would need a rental car to get back home in Los Angeles-which they told me they provide for free to Premier members- and that it would be there waiting for us. When we get to Lebec the car was not ready.

They told us that they could not provide it because our trip started in Northern California and Lebec was Southern California. I told them that my 4-year-old daughther and I were stranded on the road. They did not care. They did not provided us with what they had guaranteed in the morning. I spent two hours on the phone during the whole day. They ask travellers if the place they are at is in Northern/Southern California. They do not seem to have a map in front of them and have a lot of trouble determining whether a given place is here or there.

My daughter was in fear. Somebody had to pick us up. They had to come get us all the way from Los Angeles. In all 170 miles. I am going to cancel my faithful membership with AAA, after 11 years with them.

Francisco of Canyon Country, CA August 14, 2008

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