AAA Administrative Office - Costa Mesa, California

Viri S.

Had a negative experience with this agency with highlights their lack of professionalism. Brian Klabo collected quite a bit of personal information from me so I could get both property and car insurance. I submitted all the information requested and then I was completely ignored, even after following up asking for an update. Why collect people's detailed personal information if you are not going to care to help them or even care to notify them that you will be unable to help at all? Do not waste people's time so they can look elsewhere. I wasn't expecting this kind of treatment from a renowned insurance company.

luvzpln

Had a blowout on highway 101 in the middle of nowhere. The SUV is fully loaded with camping gear and my father, husband and I are unable to put on the spare tire safely. I call AAA as I am a member (southern California). Dispatch supposedly made the arrangements for a tow truck to arrive by 5:20 pm. I called at 4:40 pm and it was 5:50 when I made my second call. They transferred me to northern California AAA dispatch. They show no call history and nothing dispatched to me...due to my location northern California AAA was supposed to dispatch the assistance. So now they want to transfer my call BACK to Southern California AAA. I said, 'no way, get someone here now, I am nowhere near a city to help me' I feel unsafe in the middle of nowhere.' During the call CHP shows up and escalated the call. It still took another 40 minutes (instead of 20 mins they told the officer). TINO was great !! Changed the tire and got us on the road so I could get to next city, Paso Robles to get a new tire in the morning. But, AAA your customer service BLEW IT !! IT SHOULD NOT HAVE TAKEN 3 CALLS (4 CALLS) AND BEING TRANSFERRED BACK AND FORTH !! COMMUNICATION BETWEEN SOUTHERN AND NORTHERN DISPATCH WAS A HUGE FACTOR IN DELAY AND POSSIBLY PUTTING MYSELF AND FAMILY AT A HUGE RISK OF INJURY OR WORSE.

Luke S.

I was a member since 1996. Service is absolute garbage now. I cancelled my service due to my most recent experience with them. Scheduling a road side tow, we pay for the 100 miles of towing package… well lo and behold I’m 40 miles from home, I’m well within my service miles. Even if you double it for their drive back after dropping off my car I’m within the service miles limit. I kept getting “update” texts letting me know that they are simply not going to pick me up. First one “2:08am” second one “2:58” third one “3:14am”. It was like 11:00 when we originally scheduled it. There’s next to no traffic at all. They clearly don’t want to do the pick up. I decide to call aaa to see if the service I pay for can be helped by a different company. Phone operator for road side assistance was completely rude, wasted my time and was unhelpful. Essentially saying that if I’m in danger, she will place a call to the police (which believe me, if I were in danger I would not be talking to aaa) but if a threat has not been made, then I’m not in danger? Okay first of all, let’s tone it down, stop using the word danger, I feel like I’m in an unsafe area. I don’t need to be in danger to feel unsafe, and by the time someone makes a threat, that’s too late to be making any calls? What logic is that. When I asked to speak to a supervisor, I was put on hold for about 15 minutes. When we spoke to the supervisor, Renita (no last name of course, who knows if the first name is even real). Renita gave us the same ring around “let me call the tow truck company and urge them to take your ticket”and honestly at this point I would rather not even deal with this particular towing company any more. Or aaa for that matter as they don’t seem too concerned with their customer’s needs. They feel like it’s okay to gas light their customers into calling the police which is rather odd. For the last 29 years of me paying an annual fee, I’ve only needed a tow now. My aaa membership has pretty much been flat tires and locked keys in my car. But the thing they upsell people on, towing (they have a tier that allows you 1 tow a year for 200 miles. God help the person who needs that from aaa, because apparently the way aaa does business, towing companies put those tickets at the bottom of the priority). They can’t even get things towed. If aaa tickets are given bottom priority, that means aaa doesn’t have purchasing power, and your membership is basically worthless. Membership systems are supposed to work for you, to pool that money together to have some power. Again, that doesn’t seem to have happened here. When Amazon was growing and UPS and Fed-ex were 3rd party shippers that could bottle neck their operation, Amazon grew some balls, started their own shipping operation, now you see Amazon vans every where and you know why you pay for your prime membership. How AAA has gotten away with charging people memberships, increasing that fee pretty regularly over the last 29 years, still having the nerve to upsell me on insurance, traveling and other bullshit that they do half baked, but not using any of their money to start their OWN towing service to ensure their members are satisfied with the membership they pay for just goes to show they are a mismanaged scam. If you want travel deals, shop Costco. If you want insurance, shop around, AAA is widely regarded as a middle of the road provider that isn’t all that. If you want road side assistance, you’d be better off saving your membership fee in a high yield savings account and paying for the services you need when you rarely need them. Don’t waste your money on AAA. -sincerely an ex-29 year member

Robert M.

AAA Is terrible. My 90 y/o mother is having her home insurance cancelled by AAA and insurance agent BRETT NEWSON. My mother has been w AAA for 38 years and Brett Newson doesn't have the courtesy to even return our calls. I am very unsatisfied with AAA.

Jaime F.

Days before the car show. I will definitely be there next year. Outstanding company, customer and employee focused with a top notch training program. Very impressed!

J H.

I've been waiting on a tow for more than 3 hrs to be towed 2 miles away. I'm now outside in the dark waiting to be towed locally. Each time i call for an update, they say your driver is 15 mins away smh
I'm very unhappy with this company

MARK M.

My regular location has been the one on Crenshaw by CVS but it has closed for good, I like the one on Figueroa
It’s bigger with a better atmosphere than Crenshaw n also have a smog test center too, super convenient…

Monich

After a decade plus of being a member and my own family having tons of varying insurance policies through them, every single interaction I have had with AAA since the beginning of this year has left me loathing this company.

Every single interaction has been nothing short of extraordinary pain and if you are dealing with any other terrible insurance company that isn’t AAA, then by all means, get a policy with AAA just to remind yourself how good you have it - and never come back.

Every call to services has been no less than a one hour wait. Let’s list all of these humbling interactions.

- Called to make a payment and be told a payment was processed, only to see that a payment had in fact NOT been processed. Call back to make a payment, told all was well! Nope. Payment missed. Next month the premium sky rockets. Call back to see what happened - gaslit into an oblivion about how it was our fault the payment didn’t go through and we missed our payment.

-We make terrible high premium payments and deal with continual issues with billing. I make an online payment a day before my due date. A few days later an auto pay withdraws a second payment. I call member services and demand for them to return the money. Am told that a billing date isn’t always accurate because the amount can be withdrawn several days before or even after. Which means a billing date is pointless. The amount is returned to my account a few days later and I am told I set up autopay when I do not have any recollection of it.

-After nonstop issues with AAA and desperately trying to get away from this toxic company we decide to switch to Geico. I call to cancel our policy and am told we cannot cancel until a certain date and we owe close to $300. I call at that date and cancel - we are told repeatedly we don’t owe a dime and that our policy is now closed. We sign up with Geico and find out that my record has several “not at fault” accidents and my premium has increased past their initial quote. I call AAA and find out these are not accidents, but claims that were never followed through on. One was a scratch I contemplated fixing, the second was a road rage situation where the driver threatened to spit on me, called me all sorts of words, and said I damaged his car even though nothing happened(so I called AAA letting them know that this guy might call and claim damages, and I had photos showing the contrary-his car with zero damages).

Geico suggests I obtain a Letter of Experience to dispute these notes on my record. I call AAA and I am told that they will mail me a “LETTER OF EXPERIENCE”. You would think this letter is coming from a different galaxy. Because after being told it could take “up to two weeks” it has been over TWO MONTHS of me calling them, emailing them, and begging for so I can show Geico that these were not accidents and can have my premium lowered. I have spoken with various workers, supervisors, managers, and NOTHING. The one employee I thought could help just sent me an email saying she still had not received it!!!!! It’s like they are disciplining me for leaving and makes me wonder if I should have asked for the letter before canceling!

-BEST PART: Several weeks after canceling we receive a call that we owe AAA $200+. We are told this is because of some issue with our bank for when the auto pay happened, that apparently my bank did not allow the payment to go through, so I was actually paid by AAA. The manager gave the most confusing, word associated, answer that by the end of it I was ready to mail my whole wallet for them just to leave me alone. I told her that I would only pay if I got verbal confirmation that this was in fact all of it. And she said yes….
Two weeks later I get a bill for $6 for my rental insurance and come to find out they left that policy active when I requested to cancel everything. So once again - called again and had to cancel that.

To this moment I am still waiting for documentation I need. If someone in corporate reads this - PLEASE HELP AND SEND ME MY DOCUMENTS!!!!