Automobile Club of Southern California Reviews

I called ACSC to relay that information, and I asked if the request for service could be forwarded to Idyllwild Garage, another nearby authorized service provider, instead. Please note that I was “dead on the road” on a small desert highway, and that the temperature was 105°. Again, ONE HUNDRED AND FIVE DEGREES! And my only shelter was my ‘96 Toyota Tacoma mini-pickup truck, basically a small metal box, in the direct sun. (During World War II, the Japanese put prisoners of war into that same situation as a method of torture.) When I made that second call to ACSC, I was told that my request to change service providers would have to be approved by a supervisor, and that I would receive a call when that happens.

I advised the Auto Club rep of the weather conditions, also that I was towing a small, empty flatbed trailer, but I would have no problem with locking the hitch and leaving it on the side of the road if necessary. So I waited for word of the supervisor’s approval. And waited. And waited. Then I called again and was told the same thing, that my request had been forwarded to a supervisor who will have to authorize the change, and I will be informed when that happens. So I waited some more. Still nothing from Auto Club. So I called the owner of Idyllwild Garage asking if he could do anything to help me.

He said he hadn’t yet received any communication from ACSC, but that he would send a truck immediately so the driver would be standing by my side while we wait for authorization to tow my truck to get repaired. Now THAT is service, and THAT is respect for the people who pay for that service. The driver had my vehicle on his truck and ready to go before even getting the go-ahead from ACSC. We got the approval shortly thereafter. All together, from the time I made my first call to ACSC to getting towed by Idyllwild Garage, I baked in the desert sun for 3 1/2 hours. ONE HUNDRED AND FIVE DEGREES FOR THREE AND A HALF HOURS waiting for the “supervisors” (aka: superiors?) to do their job.

When my wife learned about the incident, she called ACSC to, shall I say, express her disappointment with Auto Club’s incompetence. The representative said he would request a $61 credit toward our membership renewal. I’m not impressed. In fact, I consider trying to whitewash the situation with $17 per hour for involuntarily being stranded, especially in those conditions, to be disgraceful. If anything, a formal written apology would been a more appropriate indicator of sincere remorse, or if that’s too much to ask and it’s easier to try to appease me with something not so degrading, perhaps a free year of membership would have been a more appropriate way to say, “Please forgive the poor service, and please remain a member.”

With the exception of a brief lapse of my membership about thirty years ago I have been a member of ACSC since the early 1970s, nearly a half century. I am also insured by Auto Club. I joined at the advice of my sister who was a Claims Adjuster for ACSC and my parents who were also members for several decades. The service I received from this well known organization was disgraceful.

We went over. Confronted. He admitted it, He said he had a "Rubacon" whatever that is to pay for and can't file bankruptcy again. His wife is in the medical field. She wants nice things. So he does what he has to do. Gotta love you folks AAA. We are done. No way would I allow your contractors to touch any of my equipment. We are in touch with the authorities and the owner of the wreck. There needs to be more done about this criminal company Freeway Towing.

I just recently upgraded my family of 4, AAA membership to plus and premium membership this year so I guess we will revert back to regular membership. What a waste of money when you are not confident that your roadside assistance will back you up. Also note, we have seen other tow trucks tow their customers out of the snow and we spoke with one of them that told us it was included in their insurance policy. Beware...

I asked to speak to a supervisor. After a long hold, he gets on the phone and says "We sent you a letter". I said, "Let's not start this. Please reinstate my insurance immediately." He said the only way he could do that is if they receive a signed document excluding my unlicensed/permitted daughter. After 17 years they could not even phone a friend and let me know that they did not receive the exclusion. I have no problem excluding her but cancelling my insurance without my knowledge is unacceptable.

To further exacerbate their inadequacies, when requesting a quote to add my engagement ring to my current renter's policy it was over 2x as expensive as three other quotes I was given from other insurers. What is laughable is that when I first tried calling AAA to amend my renter's insurance policy to include my engagement ring I called the Northern California branch by accident. Their response was immediate, easy to navigate to and policy information available online. I was pleasantly surprised until they realized I'd reached the wrong branch and had to transfer to Southern California where I was placed on hold for over 10 minutes in queue. And each successive policy agent was more and more confused as to how to deliver what I was requesting.

All this being noted, I've NEVER had a problem with AAA Southern California's roadside assistance. And in fact had them come through for me several times in a pinch. (Including when I got a flat on the highway - they mobilized someone to help in less than 10 minutes - great!) This has NOT been my experience with their insurance products. If you are planning to purchase insurance from the AAA Southern California operation, I would rank this a *strong* avoid - go to someone else.

Got her boss on the line and she understood the memberships to be the same, 7 miles towing for "Classic" and 100 for "Plus". I explained they need to get out the contract membership agreement and read what it says about how far their service will tow a vehicle. Keywords are "Or, to the nearest contract station" which was Parker, AZ. This went on and on and then the tow truck (flatbed) showed up. I told Auto Club to take it up with their boss, "we're hot, wasting time with them and the tow truck is here who also disagrees with you". Ended the call and had a nice Air Conditioned ride for about 50 minute inside the truck. The driver was very competent and said, "Don't worry, we do this all the time and our tow lot is the closest one so you are good."

Got to his tow lot and he said, "try to start it now, sometimes fuel pumps fail as they heat up". Sure enough, the vehicle started so we could take the short 20 mile drive to our place vs. find a motel at midnight. The car made it all the way and the next day, took it to the dealer for a new fuel pump that was failing. Placed a call to Auto Club member services a few days later to file an issue as it was completely unfair to have idiots dealing with members who had no idea what the services are. Got a basic "I'm sorry" don't know what to tell you. Got out some paper and sent a letter to the Auto Club who responded with a "I'm sorry, we'll try better next time." I didn't think that set in far enough with them so sent a letter to the President, at the time. He wrote back with apologies and assured further training and review would occur to be sure all of their employees are current with policy. He also refunded my membership fee for the year to be sincere.

I have to say, what a complete blunder experience we had, in the middle of the Desert, Luckily had cell service and at the other end of the phone was an employee trying to upsell us to a “plus” card in efforts to reel in added revenue over a fake reason. I’m going to guess a lot of folks would have believed the employee and upgraded. How low can a company get?

Then the person who was working on the actual claim kept on losing documentation that was sent to her. She kept on saying she didn't receive doctors' documentations, etc when both doctors assured me they had sent my records several times. I could go on forever but this is a cautionary tale - make certain that if you know you will have to go through a claim with AAA - RUN RUN RUN to an attorney before you EVER talk to anyone at AAA. They have done everything to make this experience a living hell. They never once offered assistance or information on what they would need for me to get a fair claim.

I lost over a year of employment and will not receive reimbursement for that loss of work due to the way my doctors did not document their evaluations - so be sure you have an attorney monitoring your doctors and the insurance company. And by all means do not ever believe that AAA is on your side - because they are not!!! DOCUMENT EVERYTHING!!! BUT GET PROFESSIONAL SUPPORT (AN ATTORNEY) BECAUSE AAA WILL NOT HELP YOU!

Didn't get it that afternoon, didn't get it Tuesday, so I called the claims person on Wednesday and asked her when I would receive the adjustment so I could take it to the body shop just for her to tell me that she had been notified that the individual's insurance with them had cancelled due to non-payment on July 5th, 2 days before the accident but that she couldn't send me anything as she had requested a copy of the letter that was sent to him with that cancellation date. So I called her on that Friday, she said she had received the letter and had submitted a denial letter that had to be sent up to her supervisor for approval and that she couldn't send it until she got it back. I had to file a claim on my insurance. I have a $1000 deductible, but if they send the denial letter, then the claim falls under uninsured motorist and my deductible is waived.

My insurance rep has called multiple times and still has not received the letter. So I called them today, 7/25 and spoke with the claims rep who was extremely rude and told me that she told me she was denying the claim and that I needed to have my insurance fix my vehicle. I told her I didn't have the $1000 deductible and that all I needed was the denial letter and that deductible would be waived. She then rudely said she would send them a note saying it was denied. The whole issue is very circumspect to say the least. I would never recommend this company. If I could find where to file an official complaint so that someone officially looks into the issue of suddenly that individual's insurance was canceled 2 days prior and that he didn't get a ticket for no insurance because they said he was covered, that would be great. I think this company is probably lying.

I called the 800 number for membership services. After navigating through the non-live person phone tree, I was finally connected to a live individual. After asking for my membership number, etc., this person said they were in the Northern California AAA office and could not help me, but would transfer me to the Southern California office. Instead, I was put back into the automated phone tree, put on hold awaiting a live person. When the call was finally answered, it was the Insurance Division of AAA. I explained to them what I was trying to do (simple renewal and transfer) after giving them all my information for the SECOND TIME. Again, I was told by this individual that they would transfer me to someone in the Southern California AAA Membership Office that could help me. 5 seconds later, I was back into the original automated phone tree where I originally started.

We are now at the 15 minute mark of being on the phone, navigating the phone tree, being on hold, or being transferred to the wrong location for a simple membership renewal and transfer. Back through the phone tree and on hold, finally getting in touch with a live person in the Southern California AAA Membership Office. They said they would be glad to help me with the membership renewal and transfer, although they said that the Nevada is a separate business entity, but under the nationwide AAA umbrella. They said they would call Nevada AAA and give them my information if I would hold... 5 seconds later, I was back in the original automated phone tree. In the phone tree this time, I punched "0" and waited for someone to come online while holding.

When I finally got a live person, it was the Membership Division (a different person this time). They asked for my membership number which I provided (for the 4th time) and asked how they could help me. I stated that I wanted to renew my Membership and transfer it from the Southern California AAA to the Nevada AAA. I was told by this person (I assume working in the same office as the previous person) that she could not help me with that--that I would have to contact Nevada AAA and join them as a new member (been 14 years with the AAA Southern California). I told this person that the previous person I spoke with said this COULD be done in their office and was in the process of helping me do it when I was disconnected and placed back into the automated phone tree. The current person insisted that she could not help me with the membership issue.

We are now at the 30 minute mark of time spent on the phone: dialing, going through phone trees, being mis-transferred, talking to at least 4 different people, and losing ALL PATIENCE. So, I told the person that I was speaking to that I will not be rejoining such an inefficient, time-wasting, ridiculous organization as a member. I gave her my membership number and told her to CANCEL my membership immediately... and in the process, was put back into the original automated phone tree!!!

If you are thinking of joining the AAA in California, Nevada, or anywhere else, you will probably be time and money ahead by simply paying for services (towing, etc.) as you need them, rather than subsidizing an organization so disconnected from each other and its membership base as the AAA is. As of 24 hours later, I have received no follow-up telephone calls from anyone at the AAA about this issue. I'm assuming the last person I spoke with did not even inform a supervisor of a membership problem that needed to be looked into. GREAT CUSTOMER SERVICE!!!

The reason I am providing this review is to let others know that the AAA is apparently unable to provide simple membership services via telephone--and to alert others to the high level of inefficiency in this organization. At one time, the AAA was the epitome of automobile services organizations. IMO, this is no longer true.

Sat down face to face with our AAA agent, Matthew **, San Clemente and updated him that we decided on State Farm for our homeowners insurance and wanted his direction as to how to proceed regarding our auto. In person, and this is what really infuriates me, it was decided and agreed on in his office cubicle that it obviously was advantageous to “bundle” our auto and homeowners with the new provider, State Farm, given AAA declining to insure our home. The plan was simple, rather than cancelling, let the remaining paid term of auto coverage go until it expires and not renew. Upon expiration, establish new auto coverage with State Farm and we're good. Not quite.

Months pass, AAA renewal notifications/bills steadfastly arrive in the mail. I purposely disregard not opting to renew. AAA notices continue well past the expiration date, which apparently is as inconsequential as Obama’s red line... Open one belabored notice to find as if they were pardoning me for not renewing, keeping the policy active assuming my non-renewal was not sufficient. Hindsight, I should have contacted AAA agent Matt at this point to ensure we’re still on the same page, not renewing the policy even though AAA’s billing didn’t coincide. A collection agency mailing and a phone call now greets me on AAA’s behalf. I supposedly owe them for keeping my policy open. What?! Call agent Matt, how, what, where... please fix this. Nope. Per Matt, I'm liable for the months they continued billing me after expiration?!? Unbelievable! Who does business this way?

Bottom line, I paid the extortion to protect my credit. Interestingly, I start to mention this whole shady billing scenario to my State Farm agent and to my surprise she basically finished my sentences as to what played out as she enumerated on the multiple times she had heard this from prior AAA insurance customers. Wow, you got me! Never again AAA! So agitated with your lack of ordinary principle I no longer want any form of association. I intend to not renew my wife and I’s AAA memberships. Sadly, I’m wondering now if they’ll let me cancel without this whole fiasco repeating itself?!

Last September I experienced a second homeowners claim. After paying homeowners insurance for 19 years at $1000 per year, my insurance was cancelled. The claims totaled $13000 so my calculation was the ACSC was still ahead. When I called to submit the second claim I specifically asked the adjuster if I would be cancelled and she assured me that it wouldn't affect my insurance. I would have gladly paid the money to avoid being cancelled. I was instructed to repipe home or get an expensive coating and they would consider coverage, but immediately I was cancelled. Also I was promptly sent a bill for no longer having a multi policy.

Due to this bad experience I decided to cancel my auto insurance (Also my annual insurance went up to $3900 so it appears they were trying to make up for my property insurance). They took my 44 year membership cancellation with no questions asked. They promptly refunded the rest of my year. So the moral to this story is you can be a loyal customer paying thousands of dollars per year however if you make a claim you will be cancelled.

I called and complained and was reassured my policy was not going to cancel. Yesterday, I got a check in the mail with a refund of prorated amount from the policy and I have yet another appointment for this coming August 15th for them to take pictures!!! I guess no one knows what is going on and my home now officially is not insured. Thank you AAA!!! I am going to make sure people know my story and not to do business with AAA ever again!

Now, after the policy had been active for 2 months we were told that our patio, which was permitted and built back in 1972, did not meet their specification because it was built on a concrete slab and had a brick foundation and they were going to cancel our policy. We didn't understand how home improvements that were permitted, inspected and passed back in 1972 were not OK now in 2016? It's funny because our previous carrier had no issues with the construction and we got that policy in 1999.

So be very careful who you choose for your insurance carrier, because you may think you're getting a good deal, and have coverage, then find out in a few months you suddenly have no coverage at all and need to find another carrier ASAP to make sure you don't have any gaps in coverage. God, knows how our mortgage company is going to react if we aren't able to get new coverage in time. So, final words, don't trust AAA, it's better to go somewhere else for your insurance needs!

I called. Nobody was available. Mr ** call Monday ask me what I wanted. I replied "my car fixed". He got called them. He called back. I was told it was a misunderstanding. They could take it if I drop it off at the Sam's". I replied "I could done that on the day of pick up". I call Mr ** boss Heather **. She said "we can't do nothing about it". I said Mr ** and Sam's to me didn't handled the claim correctly. I said to her "If I other issues Ms **. She would did. I call her bosses said she would and I ask on do I have go back the Sam's. She said yes. Later a year on I had different issue with claim. I called Ms **. She never called back. On 2 /2016 I had another issue with claims. I called MR **. Never got a call back. Three days later I called claims ask who's handling my case. I was told Dan **. I spoke to claims dept. told I had another issue. He called back same day. I voiced my unhappiness with this claim. He said "I sorry".

He later said "I get you over to a claim specialist". And after the issue was took care of I asked "will you be taking over for future concerns". "The specialist would." In all my years with this company I never had a claim this poorly handled so I wrote to the California Dept. Insurance. They Sam's Autoland. I never get abs light checked and said I refused to let them but told them yes did. They didn't want to pay for the abs light check that is my feeling is.