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BBB Accredited Business since

AAA Chicago

Additional Locations

Phone: (866) 968-7222 Fax: (630) 499-9600 View Additional Phone Numbers 975 Meridian Lake Dr, Aurora, IL 60504 View Additional Email Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that AAA Chicago meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for AAA Chicago include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 54 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

54 complaints closed with BBB in last 3 years | 31 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 11
Delivery Issues 5
Guarantee/Warranty Issues 0
Problems with Product/Service 36
Total Closed Complaints 54

Customer Reviews Summary Read customer reviews

2 Customer Reviews on AAA Chicago
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: January 01, 1930 Business started: 01/01/1905 Business started locally: 01/01/1905
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Illinois Department of Insurance
100 W. Randolph St. Suite 9-301, Chicago IL 60601
Phone Number: (312) 814-2420

Type of Entity

Sole Proprietorship

Business Management
Ms. Alicia Lyles, Regional President Mr. Robert Burke, Manager, Insurance Regulatory Complaint Resolution Ms. Beth Mosher, Public Affairs Director
Contact Information
Customer Contact: Mr. Robert Burke, Manager, Insurance Regulatory Complaint Resolution
Principal: Ms. Alicia Lyles, Regional President
Business Category

Auto Clubs & Associations Insurance Companies Insurance - Auto Insurance - Homeowners Insurance - Life Maps - Publishers & Distributors Civic and Social Organizations (NAICS: 813410)

Alternate Business Names
AAA AAA Chicago Motor Club AAA Insurance AAA Motor Club AAA Travel Agency Chicago Motor Club The Auto Club Group
Additional Information

Phone Number: 1-866-YOUR-AAA

Customer Review Rating plus BBB Rating Summary

AAA Chicago has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations


    1 Auto Club Drive

    Dearborn, MI 48126 (313) 336-1234

  • 10 W. State St.

    Geneva, IL 60134 (630) 492-4000

  • 1227 N. Route 83
    Unit J

    Grayslake, IL 60030 (847) 231-1961

  • 126 Skokie Blvd

    Wilmette, IL 60091 (847) 679-8706

  • 130 W. Roosevelt Rd.

    Villa Park, IL 60181 (630) 834-5924

  • 1500 Essington Rd.

    Joliet, IL 60435 (815) 744-6941

  • 1576 W. Lake St.

    Addison, IL 60101 (630) 931-4502

  • 16069 S. LaGrange Rd.

    Orland Park, IL 60467 (708) 873-0581

  • 1680 N. Milwaukee Ave.

    Vernon Hills, IL 60061 (847) 367-3364

  • 1724 Sherman Ave.

    Evanston, IL 60201 (847) 563-5300

  • 1840 S. Arlington Hts. Rd.

    Arlington Heights, IL 60005 (847) 364-4645

  • 1940 Silver Glen Rd.

    South Elgin, IL 60177 (847) 931-6820

  • 2 Danada Square West

    Wheaton, IL 60189 (630) 588-7060 (847) 385-5777

  • 2121 N. Clybourn

    Chicago, IL 60614 (773) 687-6105

  • 222 N. Bolingbrook Dr.

    Bolingbrook, IL 60440 (630) 755-9911

  • 24402 W. Lockport St.
    Ste. 118

    Plainfield, IL 60544 (815) 230-6000

  • 307 N. Michigan Ave.

    Chicago, IL 60601 (312) 372-1824

  • 3910 N Mulford Rd

    Rockford, IL 61114 (815) 636-9050

  • 483 Waukegan Rd

    Northbrook, IL 60062 (847) 272-1878

  • 540 N. Kirk Rd.

    Saint Charles, IL 60174 (630) 587-7700

  • 6234 Northwest Hwy

    Crystal Lake, IL 60014 (815) 455-7762

  • 670 S. Route 59

    Naperville, IL 60540 (630) 420-0541

  • 7331 Lemont Rd.

    Downers Grove, IL 60516 (630) 241-5400

  • 856 N. Main St.
    Unit a

    Glen Ellyn, IL 60137 (630) 866-2000

  • 905 Rand Rd

    Mount Prospect, IL 60056 (847) 385-5777

  • 9526 S Cicero Ave

    Oak Lawn, IL 60453 (708) 229-8470

  • 975 Meridian Lake Dr

    Aurora, IL 60504 1800aaahelp 1866aaacare (630) 328-7238 (630) 833-9000 (866) 968-7222


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/5/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Mr. ***** ** is a policyholder of a AAA auto policy. In Illinois, either Auto Club Insurance Association or MemberSelect Insurance Company sell insurance under AAA's name through AAA. Mr. **'s AAA policy number is Auto ********. Date of accident: April 11, 2016 AAA’s insured: Jiale ** *** **** ********** ***** *** ******* ******** ***** AAA policy number: Auto ******** What I am after: Mr. ** has liability coverage under his AAA policy. The AAA claim rep, ******** refused to reimburse us for my son ******** economy car rental costs which total $1,942.02 for the three weeks it took to repair ******** car. Hunter and I are both named on the car's title. The costs were high because Hunter is 18 years old and Hertz surcharges for driver's under 25. On April 11, 2016, Jiale **, an auto policy insured of AAA, pulled out of a parking space on the Illinois State University at Normal campus, dragged the front left corner of his car across my and my son ****** ****** 2013 Hyundai Accent’s right rear door and right rear quarter panel, and pulled off our car’s rear bumper. Rather than stop and leave a message with his information, he tried to leave the scene of the accident but a young woman witnessed the accident and stopped him as he was trying to exit the parking lot. I have been handling our insurance claim through our insurer, USAA, which has been dealing with his insurer, AAA. We did not have rental car coverage through USAA so USAA had to work with AAA on our behalf to obtain reimbursement for the $1,942.02 Hertz charge for my son to rent an economy car for the three weeks it took the body shop to repair the damage AAA’s insured caused to our car. Because Hunter is under 25 years of age, he had to pay a daily underage surcharge which raised the price of the rental car. After USAA followed up twice in the five weeks since the bill was submitted to AAA, the AAA claim representative “Devon” called me on my personal cell phone. She informed me that AAA only pays $25 per day for rental coverage. I know this isn’t correct; this is a liability claim on Mr. **’s policy and I’m not an insured of AAA who is subject to AAA’s coverage limitations. AAA’s limit of liability is the $100,000 or $300,000 coverage Mr. ** probably has on his policy. I explained to Devon that our costs were higher than $25 a day due to the surcharge, and she again stated AAA only pays up to $25. Obviously, this is not something I can accept as we cannot reasonably be expected to simply absorb $1,500 in expenses because AAA’s insured struck our car in a parking lot. I told Devon that she was leaving me no option other than to sue her insured. Devon responded by saying “Then that’s what you’ll have to do,” and she hung up on me. Yes, AAA’s claim representative instructed me to sue her insured and then she hung up on me. This is an accident that was admittedly AAA’s insured’s fault. It’s a liability claim. And AAA not only refuses to make the victim of its insured monetarily whole, AAA’s claim representative treated me, a customer of AAA, rudely and hung up on me after telling me that if I wanted reimbursement, I’d have to sue her insured in court. I informed my insurance company, USAA, about this treatment and learned that AAA doesn’t just treat its customers this way, it also treats other insurance companies with indifference. AAA refuses to compensate USAA for the USAA-covered portion of my loss and USAA now has to take AAA to formal arbitration. Please help me get AAA to reimburse us for the costs associated with its insured's near hit and run accident which left my son without the use of his car for three weeks.

Desired Settlement: I would like full reimbursement under AAA's insured's liability coverage of his auto policy. Our out-of-pocket cost at USAA's discounted rate was $1,942.02.

Business Response: We received this complaint through the IL Department of Insurance and will be responding to their office as the state insurance regulator by July 14, 2016 after we complete our review.  Thank you.

Consumer Response:

Complaint: ********

I am rejecting this response because:


AAA wants to prevent the creation of public records associated with its customer service.

I have been an AAA customer for nearly two decades.

In April, a customer of AAA insurance struck my and my son’s car in a campus parking lot, damaging the right rear door and right rear quarter panel before dragging off the rear bumper. He then tried to leave the scene of the accident but was stopped by a student who saw what he had done.

We immediately looked up “how to file a claim with AAA” and found a page which seemed to push us to our own insurance company rather than AAA. We did not have rental car coverage on the car so obtained the least expensive rental car we could find at our insurance company’s discounted rate. It took three weeks for the shop to repair our car and we had a daily surcharge because my son is under $25, leaving us with a nearly $2,000 rental car bill. Our insurance company then submitted the bill to AAA on May 6.

AAA didn’t respond. We followed up on May 24.

AAA didn’t respond. We followed up a second time on May 27.

AAA didn’t respond. We followed up a third time on June 8.

Finally, after FIVE WEEKS and FOUR contacts, the AAA claim representative called me on my personal cell phone. She informed me that AAA only pays $25 per day for rental coverage. She and I both know this isn’t correct; this is a liability claim and I’m not an insured of AAA who is subject to AAA’s coverage limitations.

AAA refused to compensate me for the replacement vehicle costs resulting from its insured’s hit and run damage to our car. When I told the claim rep she was leaving me no choice but to sue her insured, she responded, and this is an exact quote, “Then that’s what you’ll have to do,” and she hung up on me. Yes, this actually happened, exactly as I wrote.

This is an accident that was admittedly AAA’s insured’s fault. It’s a liability claim. And AAA not only refuses to make the victim of its insured monetarily whole, AAA’s claim representative treated me, a customer of AAA, rudely and hung up on me after telling me that if I wanted reimbursement, they would leave their insured hanging and I’d have to sue him in court.

I informed my insurance company and learned that AAA doesn’t just treat its customers this way, it also treats other insurance companies with indifference. AAA refuses to compensate my company for the repair costs of the vehicle and now my company has to take AAA to formal arbitration.

Incredibly, two days after their claim rep hung up on me, I received a mail solicitation to purchase AAA auto insurance . . . .

I sent their insured a certified letter telling him what had happened and I gave him one month to reimburse me before I filed suit. He asked to meet with me and told me multiple times that we had “options” and could have used **** or taxis, etc., etc. He asked if AAA would pay the $25 a day could he pay the remainder; I told him that would be fine, I just needed full compensation caused by what he did to our car.

Two days later the claim representative called me back. She falsely claimed that I “couldn’t” sue her insured because he has insurance that I’d have to sue AAA. She knew that was a false statement but was attempting to bully me into doing what she wanted. She then denied telling me to sue her insured and denied hanging up on me. She created a wildly different account of our previous exchange and one that did not involve her rudely hanging up on me. I corrected her multiple times because I refused to let her deny what she had previously done. In the end, she continued trying to argue with me about the costs of the rental car; I told her there was no point in continuing the conversation if she wasn’t going to cover the costs associated with her insured’s negligence and that again, she was leaving me no choice but to sue her insured. She didn’t hang up on me this time but we did end the call.

It astounds me that a company in which I have placed so much trust for nearly two decades has treated me in this manner.


******* *****

Business Response:

We understand the request for a response through the BBB, however as indicated previously we will be providing our response directly to the Department of Insurance and will follow their guidelines for responding to complaints that are sent to us by them.

Thank you

5/31/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I am disputing this debt because I do not owe it. As I have explained in the past, I received a quote from AAA for auto insurance June 27, 2014, I decided the leave my current insurance company (********) to get the lower rate with AAA. I paid my deposit and started paying my monthly payments which were auto-drafted from my bank account. Several months in the latter part of August I received notification that there would be an increase in my rate as underwriting discovered a discrepancy on their behalf. The new rate that was given was more expensive than the rate of my previous insurance company. So I decided not to continue with the policy and just return to my previous insurance company. On September 5, 2014, I had gone to one of the local offices to take pictures of my car and to discuss the new rate with an agent. After the conversation, while in presence of the agent, I enacted my policy with ******** right in front of the AAA agent and cancelled the policy with AAA. The agent advised that every was all clear and that she understood my decision. She also advised that because my account was current that I would not receive any future charges. 01/11/2016 In checking my credit report, I discovered a charge off for $971.96. I filed a disputed with ********** via ****** *****. 01/23/2016 I received notification that the charge was verified and no changes were made. 01/26/2016 I contacted AAA directly and explain the situation. The policy agent saw the information in which I explained to him in the notations on my account. The policy agent agreed with me advised me to dispute the charges directly with the ***. I am now directly disputing the charges with ***. The issue is that they are trying to make me pay additional money for their mistake and oversight. I paid the agreed amount for the service.

Desired Settlement: I do not owe this charge and it should be resolved and remove permanently from my credit report at all credit report bureaus as well.

5/21/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I contacted my agent on April 12 2016 to cancel my life insurance policy and was told to think about it and let him know the following day. I text him on april 14, 2016 to cancel my policy and was given a response of ok sorry to lose you as a client I will cancel your policy. never received any papers or call so assumed it was cancelled. May 6th AAA had taken my policy fee put of my checking account so I text him and told him he said thanks for bringing to my attention I will find out and get your payment back to you. I call the 800 number myself on may 6 and was told it was never cancelled and no one ever tried to cancel it. I informed them I wanted my money back from april and may since I did cancel it and she said there was nothing she could do about aprils payment since it was never cancelled but can give me mays back. I called tuesday may 10 and was told it was never cancelled on the 6th so was transferred to escalation dept I was told she would cancel my payment so it does not go thru since I had another withdraw going to go thru for my new policy on the 10th so she stopped payment and it wouldn't clear. She also informed me I would get my april payment back since I tried cancelling it in april. I checked my bank account on wed may 11 and he payment from AAA had cleared so i called the escalation dept again and spoke with the same woman and was told she could't cancel my payment because it was only 2 days and she also told me I wouldn't get my april payment back since there was no proof i tried to cancel i told her I had text messages to proof it she said I would have to contact my agents supervisor and i told her i had contacted him before with no response so i would be contacting the dept of insurance. She did say i would receive my may payment in about 2 weeks and if I received a overdraft fee to call her back and she would see if she can get that taken care of for me.

Desired Settlement: I would like my payment from April and May returned to me.

Business Response:

Mrs. ********

Please accept our sincere apologies for the service you received. A refund of $39.24 has been processed back to your bank account.

If you have any further questions please feel free to contact us at *************

Thank you,

***** *******

Compliance Specialist

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


****** *******

5/8/2016 Problems with Product/Service
4/27/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/17/2016 Delivery Issues
3/8/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I filed a complaint with BBB against AAA on 1/13/2016. The business responded to my complaint and offered a refund of fees. I have been getting a lot of bank fees as a result of the initial unauthorized membership fee from AAA. Since I filed the complaint, AAA has not refunded the membership fee. This resulted in more fees with my bank as the balance has not been restored on my credit card. It has put me through much frustration. I have spent extra time and energy just to resolve all of these charges as a result of the membership fee from AAA.

Desired Settlement: Please refund the membership fee. This has caused me undue stress.

Business Response:

Dear Ms. ********* ********

Thank you for contacting AAA. I apologize for any inconvenience. I have canceled your AAA Membership for a full refund. You will receive your refund back to your credit card within 5-7 business days.

If you need any further assistance feel free to contact me.

******** *****

Resolution Specialist

ACG Customer Care

************** *** *

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


********* *******

2/28/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service
1/25/2016 Billing/Collection Issues
1/9/2016 Problems with Product/Service | Complaint Details Unavailable
1/7/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Wish to cancel coverage and AAA will not issue a refund.

Desired Settlement: Refund my money for services not provided and they are not needed.

Business Response:

As a courtesy we have canceled your membership and issued a refund which should be received within 10-14 business days. Please feel free to contact us if you have any further comments or concerns.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11008005, and find that this resolution is satisfactory to me.


Eric ***

1/6/2016 Problems with Product/Service
12/30/2015 Problems with Product/Service
11/25/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have been a member of the AAA Chicago Motor Club since 1985. After receiving numerous correspondance from AAA I decided to request a quote for auto and home insurance. The quote was favorable and I decided to drop the auto and home insurance I had had for over 20 years. So in June I switched to AAA. The end of July I received a letter from AAA indicating they were canceling my homeowners insurance primarily because of the condition of my roof. The cancelation was effective the end of August. I was able to get a roofer out to look at my roof who has over 40 years in the business and he indicated I would probably need a new roof in a couple of years but nothing urgent. I would have had no problem with receiving a letter from AAA asking for an inspection of my roof but the cancellation meant I was being forced to get a new roof or go elsewhere for insurance. This is not the customer service I expected. I have filed no claims in the 11 years I have lived in the home, and based on an expert roofer's opinion a new roof was not required. I decided to get a new roof in order to keep my insurance, but these kinds of tactics by AAA are uncalled for and unreasonable. Therefore, for anyone considering switching their homeowners insurance to AAA, buyer beware as unless your home is in pristine condition, your insurance will be subject to cancellation. My complaint is not with the agent but the "underwriters" who after my home was inspected required the cancellation. It was not easy to secure multiple estimates and find a roofer who had availability during August to put on a new roof. This is not the customer service I expected from AAA and would caution anyone before considering AAA for their homeowners insurance.

Desired Settlement: I will be surprised if anything changes, but I would hope that AAA would consider the customer. Why can't a letter be sent to the customer to give them an opportunity to resolve the issue before cancellation is even considered. It is unacceptable business practice to take the customers money for home and auto insurance and then turn around six weeks later and cancel them. Since when are "underwriters" roofing experts.

Business Response:

We must advise the member that our homeowners policies are bound by our agents prior to the home being inspected. The prospective client is asked a series of questions regarding the condition of their home to determine eligibility and the agent assumes that their answers are accurate and truthful.  One of the questions asked is; are the structures and surrounding premises well maintained? (e.g., roofing, siding, sidewalks steps and stairs in good condition?) Clients are also advised that their home will be inspected to verify the square footage and condition of the home.

The inspection looks at the home to determine if there are any major risk factors present externally to determine if the home is insurable. The only risk factor cited for the members home was the roof that showed signs of curling and lifting, which is an unacceptable risk because the condition  presents an increased exposure to a loss such as wind and water. This is a standard procedure for the majority of carriers; however there are some who inspect the home prior to actually binding coverage on a policy.

The member has mentioned that the roofer told her she had two years left on what is assumed to be a 30 year roof. If you divide 30 years by 100% that gives you 3, 33% per year, which would mean the roof has 6.66% life left.
If you look at this from our Risk Management which is a practice we use for assessing and controlling risk within a company. Our Underwriting department controls the acceptable amount of risk per policy within AAA. The policy with 6.66% of life is not an acceptable risk and action was taken to non-renew the policy. 
*** ********* Consultant
Insurance Regulatory
Auto Club Group

Consumer Response:

Complaint: ********

I am rejecting this response because:

I understand the home inspection process, what I did not appreciate is being cancelled. I signed with AAA in good faith.  I answered the questions truthfully at the point of purchasing the insurance. A letter requesting a roof inspection and time to secure estimates would have been viable. Plus the customer should be given an opportunity for rebuttal.  A roof repair might be possible instead of a new roof. Basically no other options except to put on a new roof and it had to be done within a month or no insurance.  Fortunately I was able to get a couple estimates during the busiest time of the year for roofers and get the roof completed prior to cancellation. But what if it had been in the middle of winter and my roof had been snow covered.  Then what?  After my experience, I heard this is pretty common practice for your company - get a new roof or get insurance elsewhere. Very frustrating. 

 As a side note,  I just received my auto insurance bill which reflected an increase.  Hard to imagine what changed in 6 months that warranted an increase.  I thought my rate would stay the same for year even though I pay the bill every 6 months. So am I to expect a rate increase every 6 months?               


***** *****

10/23/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My dad purchased a 2003 ****** camry in 2013. Title showed original. AAA insurance insured the car full coverage. On 2/9/14 the car was involved in an accident. About a week later the insurance adjuster advices us the car was salvage. We had no idea we purchased a salvage car. When explained to the adjuster and asked why would AAA insure a car that had been salvage the adjuster simply stated their system read the title clean only after the car the vin# came up as branded. For a year my dad has been paying full coverage for a car that should not have insured as full coverage because original title (in ********** was salvage after car was transferred to ******** it was given a clean original title. The car is totaled and AAA refuses to pay full value of the car because they found out the car was salvaged. We had no idea the car was salvaged otherwise we would not have bought it for our dad. AAA should either rein burst my dad the difference of full coverage or pay what the car would be worth. The insurance company needs to take liability since they insured it and have been accepting full coverage payments for the past year on a car they are now saying was branded. Why insure it? In my opinion their system should have kicked the title out when it was being entered to receive a quote. Why is it after the total damage claim AAA received information car was branded by original owner and not during the quote process.

Desired Settlement: We are asking AAA refund the full value of the 2003 camry and not the branded value of 4800.00

Business Response: Initial Business Response /* (1000, 21, 2015/10/09) */ We have reviewed the insured's complaint with the claim manager. At the time the loss occurred the loss vehicle history indicated the vehicle had a branded titled from WI in 2005. Upon additional investigation it was determined that the branded titled did not carry over to the Il title when the vehicle was purchased. Based on this information we assume the insured was not aware of the vehicle's salvage brand, therefore we have revised our settlement and have increased the vehicle's value. We have issued an additional payment to the insured in the amount of $1409.

10/16/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: AAA's insured was at fault at a car accident that involved my son and I. The accident was 3 weeks ago and I have been transferred claims adjusters 4 times, no one handles the claim from beginning to end and I get put with the new claims adjuster that is rude and often not responsive. I had to pay for a rental car because I was not assigned an adjuster.

Desired Settlement: I have sent over my loss wages and medical bills to substantiate my claim. I now am waiting on a response from another department which my claim adjuster is the "middle man".

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ Dear Better Business Bureau: We have reviewed the claimants file and can advise you of following: On September 2, 2015, the claimant reported an accident involving the claimant and our insured. The claimant stated she was on Lockport directly behind our insured when our insured turned out in front of her. On September 2, 2015, our insured also contacted us and provided the following loss details: Our insured stated she was eastbound on RTE 126 in the only eastbound lane, claimant was westbound on RTE 126 in the only westbound lane. Traffic was backed up and insured pulled off to the left into a driveway. Our insured began backing up into the westbound when claimant's front hit our insured's right front fender. Our insured stated the police were called to the scene and injuries were reported. On September 3, 2015, our claim adjuster called the claimant and left a message for a call back on her voice mail. On September 4, 2015, our claim adjuster called the claimant and confirmed the loss details reported by the claimant and explained the Property Damage (PD) and Bodily Injury (BI) claim procedures to the claimant. On September 8, 2015, our claim adjuster called the claimant and our PD settlement offer was accepted. On September 14, 2015, our claim adjuster spoke with the claimant regarding her BI claim and informed her that copies of the medical bills, records and wage loss documentation was needed in order to evaluate her claim for BI coverage. On September 15, 2015, our claim adjuster called the claimant and left message for a callback on the claimant's voicemail. On September 16, 2015, our claim adjuster spoke with the claimant who requested our fax# in order to fax copies of the medical bills and receipts. On September 17, 2015, AAA received a call from the claimant's Medical Provider's office advising the letter the claimant provided to AAA did not come from their office and that the letter was fake. On September 18, 2015, based on the information provided by the claimants Medical Provider, the claimant's file was referred to our Claim Special Investigation Union (CSIU). On September 23, 2015, AAA received a call from the claimant advising she no longer wished to pursue the BI and wage loss portion of her claim. On September 25, 2015, the claimant was contacted and a message was left on the claimant's voicemail advising the claimant to contact Car Care to release the vehicle to AAA as we cannot authorize payment until we acquire possession of the vehicle. On September 30, 2015, AAA mailed a withdrawal of claim notice to insured. On October 1, 2015, AAA's Insurance Regulatory Complaint Resolution Consultant called the claimant and confirmed that he/she wished to withdraw the claim for Bodily Injury and Work Loss coverage. Based on the information provided above we believe The Auto Club Insurance Association has fulfilled is obligation to the claimant.

10/12/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On July 22nd, 2015. I left on a 5 day vacation trip booked thru this company. Absolutely nothing described to me by this company occurred as expected. No Driver to meet our group at the airport, Had to find own driver, Resort was in middle of nowhere, Paperwork described a 2 bedroom suite but we got two separate suites, pool closed everyday at 3:00 PM for Wedding reception setup, the 5th avenue shopping district was not located within walking distance as described,, No shuttle bus, as described, hired Taxi costing $30.00 a trip., Could not use Beach due to Seaweed. The resort made no attempt to clean the beach. There was an adjoining resort that cleaned their's but we were not allowed to use it. On arriving, the restaurants would not let us in stating we had no reservations. Two restaurants were totally closed down! We had to make reservation not knowing what they served in order to eat. AAA Travel will not assume any responsibility for the misrepresentation of this trip. I was totally disappointed and shocked at this 4 1/2 Star resort. My Family did not receive the vacation promised by this company. Product_Or_Service: Vation Trip to Mexico

Desired Settlement: DesiredSettlementID: Refund I expect some type of refund for this disastrous Vacation trip. This was supposed to be the best travel agent in my area, that is why I went to them. There has been no concern for the fear and discomfort my Family suffered in a foreign country.

Business Response: Initial Business Response /* (1000, 10, 2015/09/30) */ Good Day. We have attempted to make contact with Ms.******* but have been unsuccessful. Please have Ms.******* contact*************** at XXX-XXX-XXXX or *********** Ms. ********* is one of our Member Service Call Center Resolution Specialists and she will be able to assist further once contact has been made. Thank you.

10/5/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On July 31, 2015, my wife had to wait over TWO hours in a bad neighborhood for a tow truck to help her with a shredded tire on her car. We told the dispatcher and the tow truck driver that this was unacceptable and that we wanted to immediately stop our AAA membership. The AAA membership is worthless to us when they contract a few towing companies that may not provide the most expedient service. We waited for over one month for a refund of our pro-rated membership dues. When I called to follow up, I was told that we already used the service, did not formally complain, and our dues would not be refunded. I tried to contact Mr. ************ whose direct phone number is: (XXX) XXX-XXXX. I left two messages with Mr.********* but he would not return my call. Appropriate resolution would be a refund of the pro-rated membership dues. I paid $140 for one year membership from 03/01/2015 to 03/01/2016; the amount of refund should be $70. (Member # XXX XXX XXXXXXXXX X)

Desired Settlement: I want to quit my membership in the AAA Chicago Motor Club and a refund of the pro-rated dues. I paid $140 for one year membership from 03/01/2015 to 03/01/2016; the amount of refund should be $70.

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ Contact Name and Title: ************-Supervisor Contact Phone:************* Contact Email: ********* I appreciate you taking the time to report this incident to us (Case #XXXXXXXX: *** *******) I was able to reach Mr. ******* and resolve the matter to his satisfaction, providing him with a complimentary membership good through March 2017, and reimbursing the requested $70.00. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please contact me. Sincerely, ************ Supervisor, Service Monitor The Auto Club Group ************************************ Phone: (XXX)XXX-XXXX Fax: (XXX)XXX-XXXX Email: ********* Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/28/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I contacted AAA on May 2, 2014 about damage to my roof and siding caused by a winter storm and damaged my ceiling. AAA sent an inspector************************ 5/4/14, the inspector supported my claim that my roof was damaged extensively. I received a claim package from AAA on May 20th, claim# MIXXXXXXX, stating that they would cover $5,542.15 to replace or repair. With no contractor information provided by AAA, I sought a contractor of my own. I contacted Performance Fiberglass Windows and Doors, to inspect and repair my damaged roof. Performance advised that my roof needed to be completely replaced because the damage was very extensive. They billed me $13360 to replace my roof. I attempted to contact AAA to provide them with this information and received no call back or follow through. I paid Performance to complete the work to prevent any further damage. After several failed attempts to provided AAA with this information, I thought my claim had expired and was no longer valid. On 9/1/15************** from AAA left me a voicemail stating that the check sent to me in my claim package had expired. 9/2 I call***** back and advised her that I had tried to provided AAA with more information and needed information regarding my claim.***** referred me to ***** Fried for further assistance. I called ***** on the number provided and was connected to ************* I left ******* a voicemail outlining my situation, he called me back and provided me with ************* information. I then call ***** Fried on the second number provide and left my information for him to call me back. A few hours later ******* called me back and informed me he was handling *****'s clients. I explained to ******* my situation and that I wanted to know would AAA accept my additional information so to provide an accurate account of the damage and repairs needed. ******* abruptly informed me that AAA would not pay any additional amount outside the $5,542.15. I informed him that the cost AAA estimated for the repairs we seemed incorrect and he rudely and without reviewing any information rejected me. I asked who I could send this additional information to and after several rude responses of "anybody". He finally provided me with his information and by then I was out done by the rudeness and lack of professionalism displayed. I don't understand how AAA treats a customer of over r years with no prior claims or fraud, would treat me as if I'm trying to scam them. I only asked for them to review my additional information and receive the correct amount for damages covered by my insurance policy.

Desired Settlement: I'm seeking that AAA review the true cost of damage my roof sustained and reimbursement of the amount I spent on the covered items in my claim and roof replacement.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ Dear BBB Consultant: This is in response to the insured's complaint to your office regarding the claim for roof damage. We have reviewed the insured's policy with claim management and can advise you of the following: On April 29, 2014 the insured reported a roof damage claim with a date of loss as February 21, 2014. The claim was assigned to desk adjuster **********. It was also noticed that the insured had filed prior storm damage under claim number ********** with a date of loss as October 25, 2012. The roof was inspected November 20, 2012 and the file noted that the condition of the shingles in the valleys and on the rear slopes was badly deteriorated. It was also noted that 2 pieces of vinyl siding was missing from the very top row on the right side of the 2 story home, however the total damage was below the insured's $1000 deductible. On April 30, 2014, a property inspection appointment was set for *** 4, 2014. On May 4, 2014, the property inspection was performed. The results of the inspection indicated wind damage only to the rear slope of the roof, a small portion of the siding and ensuing water damage to the kitchen ceiling. On May 8, 2014, a claim settlement letter was mailed to the insured advising of the claim amount of $5,542.15. A claim settlement amount of $5,542.15 - $1,000 deductible = $4,542.15 with an Actual Cash Value (ACV) payment of $1,396.30 and $3,145.85 for the Replacement cost once the repairs are completed. On May 15, 2014, Claim Specialist *********** mailed a $1,396.30 Actual Cash Value (ACV) payment to the insured. A copy of our estimate, a letter of explanation of coverage and the adjuster's contact information was also mailed to the insured advised him if he had any further questions to contact the adjuster. On September 1, 2015, a routine check audit was noticed that the insured had not cash the claim check that was mailed to him. Clerical Assistant *************** called the insured and left a message asking that he call her back. On September 3, 2015, Ms. ******** spoke with the insured who informed her that he had replaced the roof in the spring of 2015 and the cost was more that the AAA estimate. Due to the age of the check, Ms. ******** advised the insured to destroy the check and that she would issue a replacement and mail to him. Ms. ******** also referred the insured back to his adjuster. On September 3, 2015, the insured spoke with desk adjuster************* who was assisting Ms.***** The insured confirmed his conversation with Ms. ******** and Mr.***** requesting documentation as evidence that the roof was replaced in order to release the depreciation hold back and to determine if any supplement was owed. As of today's date XXXXXX, no documentation has been received from the insured suggesting he disagreed with the settlement offer made on May 8, 2014. Thank you for allowing us the opportunity to response to the insured's concerns.

9/23/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: STAY AWAY!! AAA insurance will do everything not to pay your storm/hail/wind weather related claim! AAA said they found no evidence of storm related damage but in order to find evidence you have to actually do the work! Two of their Adjusters and one Engineer only inspected probably one foot of the roof, based on their 2mins inspection on a very small area of the roof of a 3600 sq ft house their determination was no evidence to prove it was a storm related claim....! How do you actually find any evidence when you dont even inspect half of the roof! Due to the heavy storm with hail, 20+ homes on my street had weather related damage! We are the only house with AAA, quickly realize we cannot trust AAA! AAA provided $647.44 so we can repair six rooms that are damaged! We need to get new insulation in the attic, dry wall/new paint in the loft with new carpet, new drywall/paint/hardwood floor in dinner room, new dry wall/paint/new insulation in garage, new insulation in basement and the roof was damaged during the heavy storm While our neighbors, only saw one Adjuster; AAA sent us two Adjusters and than hired an Engineer firm for further inspection as if we purposely watered our house! Our neighbors all got settled from their insurance we are the only home still fighting for what is rightfully & lawful owed to us. In the end, AAA claim we only have minor damage and only willing to settle with us $647.44 before our $2000.00 deductible kick-in(so we didnt get any reimbursement)! They said they wont approve the roof and hardwood flooring since they were defective(so I assume they think it is defective after many baseball size hail hitting our roof)....and the kick is they said they found no evidence of storm related damage but the Adjusters only was up in the roof for about 2mins inspected a very small area because both Adjusters said its too steep to climb up. Of course we have witnesses to prove AAA's Adjusters never spent much time on the roof What made AAA even worse is, when the Engineer came, he was only inspecting one limited area and spent no more than 2mins on the roof which is a two-story high 3500sq ft home; I asked if he needs to inspect the whole roof the Engineer said the roof is too slope he cant inspect the whole roof! When I asked, so by reviewing this spot where you been for about 2mins you will be able to determined rather this is a weather related claim since our original claim is for the hail/storm/wind weather related issue, he told us he wasnt at the home to do a weather related inspection! But on his report, he evidence of storm related damaged were found...well that is only because the three of you probably only inspected one foot of the roof! We also have witnesses to prove the Engineer only inspected a very small area and told us verbally the roof is too steep for him to inspect a large area and the fact he was not here to do a weather related inspection... Before we purchased the house, we had an inspector to inspect the house 1.5yrs ago, this inspector spent 2hours up in the roof checking in detail, told us the roof will last 10-15years but within a your, after the heavy hail, the roof was damage but AAA act as if nothing happen! The two Adjusters plus the Engineer did not even spend 5mins combined on the roof but claim my roof loss was non-weather related! The customer services is also in question because for three weeks I been calling the Adjuster, **** and emailing him for three weeks he never call back or email me back when we trying to find out his finding and the Engineer report! AAA insurance logo is 'expect something more', its a total joke!

Desired Settlement: Please understand we are only seeking what is rightful owe to us, we purchased insurance from AAA, the house had a weather related damage...We are only asking for a fair & reasonable settlement, nothing more & nothing less! We will be telling everyone we know, sharing our experiences, putting our case on our social media! We wanted to warn as many homeowners how unfairly we were treated by AAA in hope they wont be a future victim. We will be sending a letters of complaint to Illinois Department of Insurance, the Department of Business Affairs & Protection and the Illinois Inspector General; furthermore will be seeking legal assistant for discrimination! My lawyer's assistant did some digging, found many homeowners also had similar cases where they were not settled. We will be reaching out to them, sharing our stories, if all of the cases are similar we will advice them all to file complaint to their State's Department of Insurance, Department of Business Affairs & Projection and State Inspector General so they can review AAA and would discuss a possible class action

Business Response: Initial Business Response /* (1000, 5, 2015/09/18) */ We have reviewed your claim details and have contacted our Claims Manager to discuss the allegations in your complaint. Our record indicates a claim was filed on 7/1/15 with a date of loss as 6/30/14 for water damage from a leak in the roof of the home in the upstairs closet. The Homeowners Insurance Policy term was 10/17/13 - 10/17/14 and was cancelled effective 7/11/14; however in good faith we agreed to inspect the damage that the policyholder reported. The policyholder advised that the damage was caused by hail. Our Homeowners Insurance Policy advises that hail damage reported one year after the occurrence is excluded from the policy. Therefore the scope of the inspection for hail damage was was based on the area of damage that was reported for the interior of the home. The original inspection occurred on 7/3/15 that was completed by our Adjuster and his Manager. They found minor water damage in the crawl space located in the master bathroom and directly under the crawl space in the garage. They believed the damage was caused from a roof leak or ice dam. However, due to a delay in the claim being reported, a decision was made to request that an Engineer to inspect the home. On 7/17/15 the damage to the home was inspected by an Engineer. Their report indicates that the reported moisture intrusion is the result of water entering the home at the choked valley on the east slope of the garage roof in the second floor west wall at the loft area. They found there was no storm related damage observed on the exterior or roof in this portion of the home. The Engineer inspected the flooring in the dining room and advised that the localized wavelike forms are the condition from the original installation. Based on our Homeowners Insurance Policy, faulty, inadequate or defective material is excluded. Therefore coverage is not provided. At the time of the loss the policy carried a $2,000 deductible for wind and hail. Based on the allotted coverage for drywall and insulation totaling $647.44, which is under the policy deductible, no payment was made. We discussed the Policyholders attempts to contact the Adjuster,**** with our Manager. He advised that**** is no longer employed with us, although he mailed a letter to the Policyholder on 8/11/15 explaining our position. Our Manager further advised that the file was reassigned to a new Adjuster who attempted to contact the Policyholder and has not received a return phone call. If the policyholder chooses to contact the new Adjuster, they will be happy to speak to them regarding the claim. Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response was only explaining AAA's claiming process, it didnt answer any of our questions! The letter said the new adjuster called but we have not call back, however, not only we were the one who called him, Jason, we also sent him six emails. The letter again said the Adjusters found minor water damage and believed the damage was caused from roof leak....On our complaint we questioned how they are able to make these statement when they only spent 2mins up in the roof and they only inspected a very small which this letter failed to address! This letter again said, the Engineer found moisture intrusion in the result of water entering, but found no storm related damage observed on the exterior or roof. It will sounds like a broken record but on our complaint letter, we questioned the Engineer, just like the two Adjusters only spent a few minutes up in the roof and did not inspect the whole roof so how can all of them can say they didnt find any hail/storm/wind damage? The engineer told us he was not at the house to do a weather related inspection!! This response letter never addressed our complaint! We questioned the fact the report by AAA and the Engineer said, no evidence of storm related found but they only inspected a very limited area because all three of them told us the roof is too steep to climb up to inspect all area, when we questioned, the Engineer told us he was not at the house to do a storm related inspection! I will make this simple....Please explain 1, The two Adjusters only inspected a very small area of the roof, didnt inspect 99% of the roof stating the roof is too steep for them to climb up but said found no evidence of hail/storm/wind damage? They didnt actually try to find the cause of leak so how they can make a statement they did their job correctly and reasonably? Can you please help us better understand if the two Adjusters only spent 2mins of time on the roof, only inspected one small area, how hey can claim no weather related damage were found? 2, How the Engineer only inspected a very small area of the roof, when we questioned him if he will inspect the whole roof he told us the roof is too steep for him to inspect the whole roof. When we questioned, if he is only looking at one small sport, will he be able to determined rather it is hail/storm/wind damage. His response was, I am not here to do a weather related damage inspection. Can you please help us better understand your response? In the end, they didnt do what they were suppose to when we filed a storm/hail/wind damage claim, they all said the roof is too steep to inspect the roof, only inspected a very small area but they wrote on their report no evidence was found? How is this fair.......! Why none of our concerns were addressed in the original complaint? Final Business Response /* (4000, 9, 2015/09/23) */ Today we received this complaint through the Illinois Department of Insurance and will now need to respond in writing to their office. Thank you.

9/16/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: AAAInvoice # ****** carcare Plus ********************************************* went to AAA car care plus 177, ******************************************** 847932 7000 on Friday 4th September 2015. The Service Adviser Mr. ****** told me that I have to wait for 2 hours waiting for oil change, Than said no,Than told me to come on Tuesday 9/8/15 at 4.00 PM.I inquired about if shop had earlier time appointment. No sooner I said that the manager jumped in and said Tuesday 4 pm in terse voice.I sensed that being non domestic foreigner he was very bearing and authoritative over me but I agreed to come on 9/8/15 at 4:00 PM.I came to AAA at approx 3.30 PM on 9/8/2015.The car was taken in garage at 4.#) approx time.. Shop closes at 6 PM. I believe techs were in rush to finish all cars and in a hurry.The technician broke the wheel stud and than the nightmare began.. Mr. ****** said they broke lug-nut and pay up $ 141.78 and stared finding faults with me lug nuts previous installers of tire and everybody except themselves The breakage occurred in AAA shop.. The manager who did not like me because of my being foreign and not white before was very authoritative and obnoxious. He said it is not his fault or technicians fault and why he should pay? I never asked him to pay personally. He insisted that he will not pay. In his ultimate wisdom and authority it is the fault of last person who tightened the nut. The lug nut was broken by AAA technician and not by previous tech where ever. I thought that as it was more than a year I had oil change and even though it was only 1500 miles since last change, i should get it done.AAA is responsible and must fix the damage done by AAA. He was insisting that I refuse to get it fixed. I never refused anything except AAA should fix it as AAA tech broke it. He declined to accept the fact. The nut was in position snug and neither loose or tight. I have this vehicle for 17 years and tires changed and rotated, not rusted, or damaged.

Desired Settlement: DesiredSettlementID: Finsh the job AAA technician broke the part and must pay and replace and fix the lug nut.AAA manger cannot blame others for their fault and broke part in their shop.Should also pay for subjecting me to their bully-ism.

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ Contact Name and Title: Tom ****** Facility Mgr. Contact Phone: ************ Contact Email: ******** The customer was advised that the lug nut was cross threaded and broke upon removal, also advised one other nut would nut move due to being cross threaded and would also break upon removal and that there were 3 different lug nuts on that wheel. customer was given a cost to repair and that time we advised the customer to visit the previous repair shop that last serviced the vehicle. he declined to do so. customer called AAA corporate and stated that he felt there should be no cost to him, as a Goodwill gesture we offered to split the cost of repairs with him, he declined that offer. he then opened a BBB case. as a continuation of our Goodwill we replaced the 2 cross threaded lug nuts and studs at no cost to the customer. we consider this situation satisfied at this time. Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/31/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: 8/1 2:04 pm called for roadside service when 69 yr old vet motorcycle broke down needed towed. We were told would get updates on ETA of tow. After 1 hour, called back and were told there was no one to help us. When asked about options supervisor ***** reported "find your own private tow" isn't that what we pay for? If we had our own tow we wouldn't pay for your service! We were stranded for a total of over 4 hours on the side of a major highway outside of ********* with traffic traveling past us at 75mph. No on ever came so we had to make other arrangements to avoid spending the night on the highway.

Desired Settlement: Reimbursed for membership and private tow expense.

Business Response: Initial Business Response /* (1000, 6, 2015/08/18) */ This case has been resolved with the******* family. ********* Group is paying for the membership and the member's home***** ********* is reimbursing for the tow.

8/28/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: AAA auto insurance posted on clue report that I had a repair done to my windshield,on March 11,2013.I went to the glass shop for them to look at my windshield to see if the shop could tell me if there was damage. The woman in the shop told me I would have to have a claim number.I called AAA they gave me a number,I went back to the shop the repair man said that the wind shield had not been damaged.I went back home and called AAA told them what was said and she told me she would take the claim off.She did not and it ended on this report clue.I did not know it was on there,until I went to change car insurance,fron ******.My insurance has gone from 154.40 to 188.00 because of this clue report.I have contacted several people at AAA who say they can not get this off my report.I called clue it is automated the recording said they could not help me because I have not suffered a loss.AAA said they can not take it off even tho there was never a work order and no money paid out I had not filed any claims with them.So I am paying more money than I should for insurance.AAA will not help me.I was told by an agent that sometimes a person who never filed a claim is accidently put on the report AAA DID NOT TAKE IT OFF.


Business Response: Initial Business Response /* (1000, 11, 2015/08/14) */ Contact Name and Title:************* IRCR Consult Contact Phone: XXX-XXX-XXXX Contact Email: ********** We have reviewed the member's concerns and can advise the following: Our documentation indicates that the only call by the member that we could capture was received on 3/14/2013 at 4:35 pm. The member reported damage to the windshield of her 2009 Toyota Camry which occurred on 3/11/13. The member stated she took her vehicle to the dealer and they referred her to Glass Doctor Harmon Auto Glass for a 'diamond shaped chip in the windshield' and she had an appointment with them. The member stated it was a really tiny chip. The Customer Service Representative (CSR) read the repair statement advising the member of the $100 for replacement. The CSR selected the shop and read the affiliate shop statement. The CSR then advised the member that she would fax the information to the shop. There was never any discussion about not filing a claim or canceling the claim if there was no damage, or being able to remove the claim. This was the only call that we could locate for the member. I am not sure as to whom else she may have spoken with at AAA. There are no notes in the file so it doesn't look like she ever spoke to anyone in claims about this incident or who may have told her that we could remove the claim once filed. However, it should be noted that once a claim is reported to the insurance carrier whether there is money paid out or not, it becomes part of the member's claim history and is reported to the Comprehensive Loss Underwriting Exchange, which is known as the C.L.U.E. report. C.L.U.E. is a data bank used by all insurance companies now to verify losses of each applicant and how it will affect their premium charges. Unfortunately, we are unable to remove the loss from the C.L.U.E. report as requested. We are sorry that we were unable to provide a more positive response.

8/13/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: My mother in law was seeking new home and auto insurance for her and her husband. Myself and their daughter my wife is temporary living with them.By purchasing home and auto with AAA insurance they said all in household who drives need to be on auto policy not home insurance Auto. My mother in law ********* ******* asked myself and her daughter if they would like to be added to auto and our vehicles. We cancel our other auto insurance and was added to the AAA insurance my mother in law was setting up with AAA insurance. I provided my license number social security number and date of birth to my mother in law. She sent all of our information to AAA insurance hers,her husband and mine and my wife their daughter information. He sent my mother a qoute in her daughter name first then he sent a qoute for auto in my name. Which my mother in law ask AAA insurance why they are quoted auto and house in my name and wifes name. AAA said it doesn't matter who we rate they quote in all will be on policy. This was all done by email with AAA insurance well AAA sent her quote by attachment to a email my mother in law not familiar with open attachments by email with the attachment he wrote the price a month for auto and the home insurance for the year. My mother in law agree and he ask her for her bank information for first month premium for auto on 12/03/2014. We receive paper work on auto and home in the mail and it was in my name as prime and responsible party on home and auto insurance. My mother inlaw ********* ******* contacted AAA insurance and told them they needed to change this to her husband and her then in my name her son inlaw. They still from this day will not change both policy out of me being prime I never spoke to AAA insurance or any agency of them and never agree on these two policy to be in my name. I'm not the home owner and they were full aware of this I looked over my mother inlaw emails and she told them this. I sent on 01/07/2015 to AAA insurance a letter telling them to talke policies out mine name and put in my father in laws name and mother in law name ******** and ********* ******** They never contacted me on this matter and never change polices prime name. They also never had my father in law on policy they had my name and my mother in law name on home insurance like we were a couple when they knew who we all was in the household I read her email explaining who we all was and what vehicles who owned and they owed. I personal sent a letter to AAA insurance they never change my name off prime and never contacted me on this matter. All they did was raise the monthly premium from 272.00 to 394.00 this is all they did. They never added my father in law had my mother in law and myself like we were a couple on policy.

Desired Settlement: I should not be bill for 394.00 they change the amount of premium they quoted my mother in law but they put it in my name as prime I'm not paying this I was never asked by AAA insurance to be prime. AAA in a email told my mother in law in email I read it stated all in household who has license has to be on auto policy no on can be excluded. I agree to be added on and my wife to my mother in law but never told AAA insurance I would be prime. I never sign no papers nor no one in the household we never met AAA agency all done by email. I requested them to remove my name as prime they refused too.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Contact Name and Title: *** ********** Consultant Contact Phone: XXX-XXX-XXXX Contact Email: ************ This complaint is currently part of case #XXXXXXXX. Our response for this complaint will be included with our response under the previously submitted complaint. Initial Consumer Rebuttal /* (3000, 12, 2015/08/11) */ They never respond to my complaint and to other complaint my mother inlaw filed. Final Business Response /* (4000, 14, 2015/08/11) */ Dear BBB. If **** believes we did not respond it's mostly likely because he and his Mother-In-Law *********** filed multiple complaints regarding the same issue. We actually responded extensively to this complaint through the ******* Department of Insurance. We also responded to ********** his Mother-In-Law, directly as recent as 07/31. In the end we referred ********* and now **** back to Mr. ***** the agent who wrote the policy to discuss any earned premium owed. The reason is because Mr. **** owns the insurance business he writes and is responsible for rating all of the policies accurately. AAA underwrites the business written by Mr. **** through MemberSelect Insurance Company (MSIC). Any changes and discrepancies need to be discussed with the owner of the business, which is Mr. ***** We recommend that **** consult with ********* regarding our response to the ******* Department of Insurance. Unfortunately, there is nothing further we can do regarding this matter. Final Consumer Response /* (4200, 16, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not owe a bill from you which the bill is 243.04 in my name which last name spelled wrong. But as I stated I never brought no insurance through your agency Wise Insurance. You stated that their is no bill I owe through you AAA-Memberselect. It has you company and address on the bill and it went to collection through you not Wise Insurance. Send me a letter then if you saying you did not issue a bill through AAA-Memberselect. I want a letter stating I do not owe then. Which I don't never purchased no insurance home and auto. This bill from AAA went to collection with Transworld Systems. So you are stated you did not send nor bill me for auto insurance. I have talked to mother in law and yes there been several complaints filed with different bureau because AAA and Wise agency want to point the figure at each other and no one wants to take responsibility of the error and fraud your trying to pull putting insurance policy in people name without their permission. This was just away to charge more to put it in a 22 year old male name then what my mother in law requested in her name and husband. In my mother inlaw complaint with the Indiana Insurance Bureau, AAA never address why they did not correct the error and wrong doing of putting in my name but made up lies and untrue facts of why they were going to cancel the polices auto out. Which in her rebuttal back and prove all was lies AAA told the Indiana Insurance Bureau. AAA never responded back to her complaint. Then if you AAA have nothing to do with billing then send me a letter stated I do not owe nothing which I don't never brought insurance with AAA or Wise Agency whom work for AAA and sells their insurance. Enclosed is bill in AAA name and your address and the collection company you sent billed too. I filed a BBB complaint on collection agency too because I do not owe and brought insurance they sent me the copy of the bill you AAA sent them. Now you stated you never bill me nothing.

7/27/2015 Billing/Collection Issues
7/17/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I purchased my home in February of 2009 and have been with AAA Homeowner's Insurance since then. The house was a foreclosure, so I don't have history on it. In 2013, we had a massive hail storm come through my neighborhood. I've heard it was the most expensive storm in the country for damage that year. I have photos that look like it snowed, there's so much hail. I filed a claim for hail damage with AAA and they send an inspector. I did not have a contractor present, though I'd had contractors look at the roof and tell me there was hail damage. The inspector came in and said I have organic shingles, which are known to be defective. He said the damage was not due to hail, but due to the organic shingles. He said he saw hail damage to things on the roof (vents, etc.) and things on the property. Then he asked how long I'd owned the house and it came up that it was a foreclosure. He said maybe hail damage on the roof was old hail damage, not from this storm. He left and I waited. AAA's customer service was so poor that *I* had to call *them* to find out what had happened. They'd acknowledged the damage to things on the roof and the property but had declined damage to the shingles. I had a second inspection, this time with a contractor. AAA sent a structural engineer this time. As my contractor pointed out the hail damage, he looked at her, indicated to the organic shingles and said, "What insurance company would want to buy this roof?" They denied it again (and again, I had to call them to find out). I'd like to address some of the reasoning the first inspector gave: 1) The possibility that hail damage was 'old.' When I bought my house in 2009, 2 direct neighbors had just had new roofs put on their houses. In 2013, they had so much damage that they both got new roofs - I think it's highly unlikely the damage to my roof was 'old.' 2) That the damage is all the organic shingles, not hail. Contractors pointed out the difference to me and said they found hail damage. The inspectors found damage to things ON the roof and on the property. I feel like this is a convenient 'don't replace the roof' argument by AAA'. 3) Doing the repairs to the things on the roof would likely damage existing shingles. Because organic shingles aren't made anymore, I'd have no way of matching them to finish the repair. 4) 3 direct neighbors had new roofs put on. Most of my neighborhood had new roofs put on. It was a severely damaging storm. I won't deny the organic shingles have damage from the defect. But my claim was for hail damage, which they admitted my property had. I feel like they're trying to get out of a roof claim by saying it's all organic shingle defect. I would like for AAA to cover the cost of replacing my roof OR to refund me for all the insurance premiums I've paid to date. At least if I'm going to get nothing from them, I'd like my money back.

Desired Settlement: I would like for AAA to cover the cost of replacing my roof OR to refund me for all the insurance premiums I've paid to date. At least if I'm going to get nothing from them, I'd like my money back.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ 7/1/15 we have received the complaint and will research and respond by 7/13/15 or sooner if possible. If additional time is needed we will advise you. Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the business's response. This is the first time I've heard mention of algae, nail pops or moss on the roof. I've received only one document from them, after the first inspection, and do not see it referenced anywhere. I had to call them after the second inspection to even find out the result - they may 'not have a record of not being in contact' but they were not. None of that changes the fact that more than one contractor saw both hail damage and organic shingle damage - AAA is saying it's all organic shingle damage. In addition, I've been told by contractors that matching fiberglass shingles to organic shingles is not as seamless as implied. The different thicknesses of the shingles stand out on the roof. My statement about other houses in the neighborhood was not to suppose my roof was damaged because theirs were. It was to show a timeline, because I was told verbally by the first inspector that hail damage he saw 'could be old' and I wouldn't know because I had bought a foreclosure. The other houses had new roofs the year I moved in and the storm caused enough damage that they had to have their roofs replaced after this storm. It is not logical to assume the hail damage on my roof was from a previous storm just because the house was a foreclosure. I reject AAA's response. Final Business Response /* (4000, 12, 2015/07/17) */ Good Day. Thank you for the opportunity to review Ms.******** comments. We regret any aspects of the claim handling process that may have inconvenienced Ms.****** as she described. We appreciate her feedback and will always strive to meet our customer's expectations. In this particular case the forensic engineering report referenced in our prior response confirms our position that our denial of the claim for storm damage to the roof shingles is appropriate and is based on the policy reasons provided in the settlement/denial letter dated August 23, 2015. We understand that Ms.****** disagrees with our position. Our prior response explained our position and we respectfully refer back to it. Thank you for the opportunity to respond.

7/6/2015 Billing/Collection Issues
5/29/2015 Billing/Collection Issues
5/6/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: 3/2/15 AAA ****** ***** solicited us for $11225.00 China trip. 4/14/15 AAA ****** ***** cancelled the trip (not enough signed up), but has failed to refund our credit card. Sales Rep ******** *******

Desired Settlement: Refund 11225.00

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ Contact Name and Title: ****** ******** Manager Contact Phone: XXXXXXXXXX Contact Email: ********** The client has been refunded fot the trip. The orginal portion of the trip was processed on 05/01/15, and the insurance portion of the trip was refunded on 05/06/15. We had informed the client prior to the BBB complaint that we were in the process of the refund. Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refunded

4/21/2015 Problems with Product/Service
3/19/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I joined AAA with a AAA Plus membership. I cancelled the membership the next day (AAA allows 30 days to cancel). I was told it would be 5-7 days before my credit card was credited and I received an e-mail confirming the cancellation. When I didn't receive a credit after 7 days I called AAA to check the status of my reimbursement and I was told that my account had indeed been cancelled and that it would be as long as 2 more weeks before I received the credit. After 2 weeks and no credit being issued I called AAA again to find out that my account had not been cancelled (they claim that a supervisor has to issue the cancellation and that a supervisor had indeed just cancelled the membership) but now it would be another 7 to 10 days until the credit will be issued. If a credit is not issued in 10 days then the 30 day cancellation period will have expired. I have not gotten any official case #'s or any correspondence from them other than the e-mail I received the day I called to cancel the membership though I asked for some kind of a case # during all three calls. Interesting that they can bill me immediately for their service but can't issue a credit for 5 -7 or 7 - 10 or even 2 weeks like they have claimed during each call. If this is how they treat their customers can you imagine trying to file and collect a claim from them? No thanks! Product_Or_Service: AAA Plus One Year Policy Account_Number: XXX XXX XXXXXXXXX X

Desired Settlement: DesiredSettlementID: Refund A full refund and some kind of a company policy that stops this kind of behavior from happening in the future.

Business Response: Initial Business Response /* (1000, 5, 2015/03/09) */ We apologize for the delay in getting Mr. ******'s refund to him, unfortunately there was some incorrect information provided to Mr. ******. AAA does not have a policy where a membership can be canceled within 30 days of the membership being created; our policy is that once the membership has begun they can only canceled as of the next renewal date, this information can be found on page 47 of the membership handbook. The original cancelation request was not processed in accordance with this policy, which caused the delay in issuing the refund Mr. ******. An override was sent on 02/24/15 to cancel the membership and issue a refund. It normally takes 10-14 business days for the refund to appear back onto the credit card, the member should see the funds on his statement by 03/17/15. We were unable to provide case numbers as our system does not produce them, the email he received acts as proof that the request was sent. Again we apologize for the misinformation and are providing additional training for the agent who advised he would have 30 days to cancel and receive a refund.

3/4/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Called and placed on hold around 12:30 PM 02/16/2015. After on hold for ~30 Minutes, I spoke with an AAA dispatcher, and explained that I had 2 nonfunctional motorcycles that I needed transported from my old residence to my new one, and requested a single flatbed be used. My lease had expired at the old residence, and the motorcycles, which had been winterized (all fluids drained, totally unridable / not functional), were stranded out on the curb. Per our AAA policy, they will tow if conditions are too dangerous to drive the vehicle in (it was, in fact, very icy out), or the vehicle is not able to be driven (see winterization above). As I met BOTH criteria, the dispatcher sent out a truck, and said I would receive a call when it was on it's way. an hour and 15 minutes later, i received a call form the driver stating he was already at the house. I had to rush over, as I was not there, and was expecting the aforementioned alert call. The truck that arrived was not a flatbed, and could only accommodate one motorcycle. The driver also stated that AAA told them they were only towing one motorcycle, and that if I needed him to bring a flatbed, I have to call AAA back and get them to dispatch one. he left. I called our local AAA office, who simply put us back in the dispatch hold queue. The agent who answered this time stated that she didn't think this situation would qualify for a free tow, as it was a "convenience tow." I pointed out that the vehicles meet several conditions for a free tow per our policy, and that AAA had even already sent out a previous truck for it. The agent said she would have to call us back once she located a service who could accommodate me. She called me back nearly 2 hours later, and let me know that AAA would NOT be dispatching a truck, as this is a "convenience tow," and would not accept any arguments to the contrary. I asked to cancel my membership, as AAA is not able to provide the services we were promised. The agent acknowledged the request, and then disconnected the call. I then called the Wheaton office, and was made to slowly iterate this entire situation for an agent to type up before they would accept my cancellation request. NOTE: All of the above interactions were done under the name "***** ********* the primary name on the account.

Desired Settlement: I'd like the nonfunctional bikes which are still abandoned on the side of the road, which is too icy to ride on, to be towed to the destination of my choice within 100 miles (all stipulations which are clearly defined in our policy).

Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ Contact Name and Title: ********* **** Ops Mngr Contact Phone: XXX-XXX-XXXX Contact Email: ****** Dear Mr. **********, We generally would not tow these motorcycles under the membership because they can be driven. The membership states that vehicles must be inoperable to receive service. Based on this situation and lack of communication on AAA's part, I will authorize the 1 time tow of both bikes. These tows will be based on our contracted service providers discretion and availability. A note will be placed on the account to have the tows set up and processed. Regards, ********* **** ERS Member Relations Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) While this does comply with my initial request, I have since had to tow the bikes at my own expense, as I was required to remove them form the location they were stored in by a set date (the whole reason I needed them towed in the first place). On the same day, I had also asked that my account be closed, and the remainder of what I paid for the year be refunded back to me. I was told this would be done, but I never received anything stating that it had, and this current response definitely implies that the account still exists. Please just close the account and refund our money, as I had originally asked over the phone. Final Business Response /* (4000, 9, 2015/03/04) */ Mr. **********, The membership has been cancelled as of today and the $101 has been refunded in the same manner as received. Regards, ********* **** Operations Manager ERS Member Relations

3/2/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: AAA did not provide the service we thought we could count on. My husband (**** *****) and I have been AAA members since 2002. We called for help Saturday evening Feb. 21, 2015. I think it was the first time we called for help. It was cold outside but otherwise no storms or new snow. We had to wait 45 minutes before a live person took the call. This was unacceptable. When I told the person this he said he would get a supervisor or complaint manager for me. After another 10-15 minutes he came back to the line and said they were all busy. This was unacceptable and I hung up. Also, I have read about members waiting many hours for a tow truck even after they manage to get AAA on the line. This is poor service. Another person in the damaged car got a friend on the line to get us help from someone not affiliated with AAA. I am very disappointed with AAA. We thought we could count on them for good service but were wrong.

Desired Settlement: Get more phone numbers than the XXX-XXX-XXXX number on the gold card for everyone to call and hire enough persons that we are answered promptly and you have enough companies with tow trucks to provide help in a timely way. We are very dissatisfied with your service.

Business Response: Initial Business Response /* (1000, 14, 2015/02/27) */ Dear ***** *************, Thank you for bringing this matter to our attention. We sincerely apologize for the level of service you experienced during your most recent AAA service event. Your report will be thoroughly reviewed and discussed with the appropriate team members for coaching and process improvement opportunities. Our goal is to provide a standard of service that AAA members can rely on at all times. In responding to your call for service, we did not meet your expectations. Please be assured that we are making every attempt to see that service requests are handled in a timely, efficient, knowledgeable, and courteous manner. We hope you will continue to call on AAA, and the next time you request service we deliver the dependable service you expect. We value your membership and look forward to meeting your service needs in the future. Sincerely, ERS Member Relations

3/2/2015 Billing/Collection Issues
2/25/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: AAA Chicago automotive came out to change my tire in failed to perform a safe n secure job. Results in damages over $500.00 n then Rude about it! Can out on or around Dec 22 or 23 n improperly changed my tire causing the lug nuts to break completely off n indangered my n my family life driving around on a tire with not properly securing the tire on vehicle ended up taking to 2 different shop had to have towed vehicle wasn't drive able

Desired Settlement: I would like an apology and a full refund for my lost n damages!

Business Response: Initial Business Response /* (*000, 5, 20*5/02/*2) */ Contact Name and Title: **** ******** Supervisor Contact Phone: (XXX)XXX-XXXX Contact Email: ********* *****, I appreciate you taking the time to report this incident to us (Case ********** ********* *******) I was able to reach Ms. ******* today and resolve the matter to her satisfaction. Thanks again for bringing this issue to our attention. We consider the matter closed at this point. If you have any questions or need further information, please let me know. Sincerely, **** ******* Supervisor, Service Monitor The Auto Club Group * **** **** ***** ********* *** XXXXX Phone: (XXX)XXX-XXXX OFFER: Final Business Response /* (*000, *9, 20*5/02/24) */ This case appears resolved. Thank you for sharing the feedback.

2/16/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I seek to buy Aut and Home insurance in 11/2014 I contracted *** **** by email we email back and forth never went to his office or sign papers never met this man.I purchase the two policy Auto and Home. He had both policy in my son inlaw name as policy holder not myself or husband I was one who was seeking insurance. My daughter and her husband was suppose to be added on my policy. They had their vehicles and I had are vehicle. I told *** **** how we all relative and who owns the home etc. He put my 22 year old son inlaw as Prime holder on policy he told me I get a better rate. First he was going to put in my daughter name but he went my son inlaw. I question why my husband and I wasn't one of us Prime. He told me that it doesn't matter who listed first as long we all on policy. So yes I agree to his email and purchased the auto and home INSURANCE. When I got the policy in the mail he left my husband complete off the auto and home. I email several times and call his office *** he rep would always said he was out and I could leave message on his voicemail. All contact was with email some phone.A month past from the time I purchased polices he never would add my husband on policy.My husband needed to be insured where he can drive too the vehicles.I called another agency of *** and made a complaint about *** **** he didn't set up auto and home insurace right and left my husband off he will not fix his mistake. *** insurance got a hold of *** **** asked him why he set auto and home insurance like he did he said I told him that my husband is disabled and his disability keeps him from driving.Yes I told *** **** my husband is on Social Security and he disabled but his disability doesn't effect his driving he has nothing wrong with him this way. I told *** there must been a mistake he misunderstand me or something but no one ask me in person or phone if my husband disability effect his ability to drive if so I would of told them no. I also told them I can get the doctor to fax them a letter stating his medical condition doesn't effect his ability to drive.Now my complaint from *** **** to *** insurance went from them them turning my complaint to cancellation now because my husband disbled and I told them I was on SSA to and disabled too but it doesn't effect my driving. They find out we both on SSA and they don't want to insure us on Auto they said on home insurance but not auto. To me this is discriminate against disabled people. I offer to send on both or have our doctor send them a fax a letter on our behalf that we can drive and are disabled condition is not effect are ability to drive. I hope this was explain the right way for all to understand what I was saying I have a habit typing and it doesn't come out right or use wrong words to explain. I don't know if this what happen with *** **** he never would met and go over auto and home all was on email. He never met me or my husband or anybody else on the policy my daughter and my son inlaw. I'm upset we drive my husband and I we need insurance it the law. My husband has no points on his driving record not myself either why would we not want the insurance in my husband name as prime we get a better rate we older then my son in-law. They cancellation of our auto because they determine by *** **** said I said my husband doesn't drive his disabled condition kept him from driving. He drives like me everyday. Are vehicle we just purchase in Sept.2014 in both of names my husband drive it as much as me.

Desired Settlement: I want the 279.00 for aut we put down on this auto policy. We have to now look for auto insurance now due to them not wanted to cover people on SSA. We found out by email it was being cancel they never called or sent letter at this time but by email. Due to husband on auto cant be excluded off policy THIS IS WHY. They will not talk to me on this matter nor my husband.

Business Response: Initial Business Response /* (1000, 7, 2015/01/28) */ Contact Name and Title: *** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ************ We have received a formal complaint from our Insured. We will follow the State of ******* response guidelines. A response will be provided by 2/13/15 or sooner if possible. Initial Consumer Rebuttal /* (3000, 9, 2015/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They Keep giving accuse and will not respond my BBB complaint or me contacting them by email and phone AAA rap tells me they is nothing they can do or no onr I can talked to no manager etc.They will not respond no emails they will not contact me and try to work their errors out. AAA claims they are the insurance company and I'm insured through them but they are not trying to resolve this matter.Keep trying to bush it off. I'm the formal insured I pay the premiums and set home and auto policy up they are the one who put it in wrong household member name and will not fix error to have my husband on policy and prime not son in law he not the home owner they knew this. AAA claims they are the insurance company I have insurance with them as them as the carry no one else. Then they need to fix error and contacted me and explain what they are going to do on this matter. Final Consumer Response /* (4200, 13, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because I been contacted them on this matter since 12/2014 and when I didn't get no where with this matter and other matter with my polices. They will not talked to me on the phone they tell me have to deal with local agency not local AAA company which there not one but local third party agency which I try and he refuse to work on policy anymore because he knows he set it up wrong and knows he can't set up house insurance in person name who doesn't own house. They will not answer phone calls,emails, faxed. No replies at all they keep saying we get back with you well it been since 12/2014 since I contacted them. Now I file a complaint with BBB couple weeks ago and now they are ignore this as while, I BELIEVE NOW THEY SET IT UP IN MY SON INLAWS NAME TO CHARGE MORE RATE BECAUSE OF HIS AGE 22 AND THIS IS ANOTHER REASON WHY THEY LEFT MY HUSBAND OFF THEY WOULD GET A HIGHER RATE. WITH US MARRY MY HUSBAND AND I OLDER COUPLE WHO HAS NO POINTS ON OUR RECORDS WE WOULD OF GOT A LOWER RATE. MY POLICES PAPER HAVE ME AND MY SON INLAW NAME LIKE WE WERE A COUPLE. WRONG SHOULD BEEN ME AND MY HUSBAND AND DAUGHTER AND HER HUSBAND ADDED ON AUTO INSURANCE JUST ADDED NOT PRIME. Final Business Response /* (4000, 15, 2015/02/04) */ We have received the complaint our insured filed with the ******* Department of Insurance ****** and are still investigating what has occurred. The deadline to provide a response to the **** is 20 days which is 3/2/15. We will provide a response to the BBB and **** by 3/2/15 or sooner if possible. Thank you.

1/23/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I am insured (home, auto, umbrella) by AAA insurance. My house was damaged by a large hail storm on 12-April-2014, the same storm that damaged many homes in our general area. I filed a claim, AAA number ILXXXXXXX. I sought a competitive quote for insurance recently, and called 3 other companies. ***** ******* ******* and ***** ***** The agents at the other companies all informed me that the April claim on my record was categorized as a "non-catastrophe." The result was either a greatly increased insurance rate, or in the case of ***** ***** no policy could be offered. In the course of talking to these agents I learned that this claim should have been categorized as a "catastrophe" (AKA "cat") and if it had been, it would not impact my rates/insurability. I talked to my adjuster at AAA, ***** ******** who informed me that the claim is in fact considered a "cat" and is categorized as such in the AAA system. He told me he only works on cats. It appears that AAA incorrectly reported my claim as a "non-cat" to the national system that all insurance companies use. Even though AAA tells me that my claim is a "cat", my record is still incorrectly showing that I had a non-cat claim, which makes me appear as high risk. This prevents me from being able to be insured by some companies, and makes the quoted rate nearly double my current rate with those companies that will offer me coverage. I have gotten nowhere with numerous phone calls and emails to my AAA agent, ******* ******** At first I got a promise to look into it, but there was no follow through, and ultimately the agent stopped returning my calls or emails. I am turning to BBB for help due to lack of other known alternatives.

Desired Settlement: I want AAA to fix my record, to make it accurately represent the claim I filed, so that I can be fairly assessed and insured by other insurance companies. Nothing more.

Business Response: Initial Business Response /* (1000, 5, 2014/12/08) */ Good Day. We receievd this compalint and conducted the research needed to resolve it. A request was submitted to the appropriate vendor to correct the coding for the claim in question to reflect a CAT loss. The request can take up to 5 business days for a correction to show in the system. We thank Mr. ***** for bringing this to our attention and apologize for the inconvenience he experienced. Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would love this to be over, but 2 other insurance companies tell me that this is still showing up in their queries as a non-cat claim, as late as 5pm today, 17-Dec, well past 5 days later. This is absolutely ridiculous that this is still going on. Final Consumer Response /* (3000, 15, 2015/01/09) */ I responded to the response from the business, and never heard anything back through BBB. I see now that the complaint has been closed. Can you please let me know what their final response was? Final Business Response /* (4000, 17, 2015/01/12) */ Our final response was posted to the BBB site on 12/19 which is still showing in their timeline. Thank you.

1/16/2015 Advertising/Sales Issues
1/12/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Firtst call to AAA at 4:43 PM fro 5 NW highway in Palatine December 8. After waiting 3 hours she was informed help WOULD NOT be on the way . Period.

Desired Settlement: $1000.00

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Contact Name and Title: ** ***** Operations Mngr Contact Phone: XXX-XXX-XXXX Contact Email: ****** AAA apologized for the lack of service that Mr. ******** in regard to his wife's poor ERS experience. Mr. ******** was contacted in an effort to appease the situation. He was offered a Premier RV membership renewal for his household as well as $20 in gas cards (total value of $203). Mr. ******** declined. Initial Consumer Rebuttal /* (3000, 7, 2014/12/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) After negotiations with AAA we settled for 2 years (2015-2016) of Premier membership for myself and my wife. Also a $28.00 refund on 2014 membership and $200.00 in gas cards. I checked my account on AAA site today , December 25, 2014 , and there are NO changes in my membership status. I did not receive my $28.00 refund. The only thing i received so far is the $200.00 in gas cards. M. ********** Final Business Response /* (4000, 9, 2015/01/05) */ Mr. *********, An agreement was made with the Aurora Administrative office for the $200 in Amex cards, $25 credit & Premier RV upgrade for the household. A $25 check has been processed and should be received within 3 weeks. Also, the Premier RV upgrade has been processed for both members.

1/2/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 12/17/2014, I contacted AAA for a service call due to a dead battery. When the service technician arrived, he brought a jump box that did not have enough power to jump my truck. He then proceeded to use jumper cables, but he couldn't get the connection to the jumper cables that he had to work because they were broken. I contacted AAA to inform them that the service call failed due to the service call technician not having the right functional equipment to provide the service to me and requested that the service call be credited back to my AAA account and that they send another shop with the right equipment to rectify the situation. AAA refused to credit the service call, double charging me for a simple battery jump service, resulting in all of my service calls for the year to be used up.

Desired Settlement: Credit to my account for the failure to provide the service that was requested.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ Contact Name and Title: ********* **** Ops Mngr Contact Phone: XXXXXXXXXX Contact Email: ****** December 19, 2014 ******* ******* **** **** ***** Rd ***** ***** IL XXXXX Dear ******* *******, We sincerely apologize for the level of service you experienced on 12/17/2014. Our goal is to provide a standard of service that AAA members can rely on at all times. In responding to your call for service, we did not meet your expectation. Thank you for bringing this matter to our attention. The service call # **** you placed has not been charged against your total service call allotment for this membership year. We hope that you will continue to call on AAA, and the next time you request service we deliver the dependable road service you expect. We value your membership and look forward to meeting your service needs in the future. Sincerely, ********* ** **** Operations Manager ERS Member Relations XXX-XXX-XXXX

12/29/2014 Problems with Product/Service
9/8/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: In February of this year, an ice dam formed on the roof above our second floor bathroom, which caused a leak and damage to the 2nd story, 1st story, and basement bathrooms. A claim was filed with AAA on 2/19/14 (claim #MI-XXXXXXX). An appraiser was sent to the house and reviewed the damage along with a potential building contractor (that we hoped would do the repairs). The contractor then sent an estimate to the appraiser without our review. He missed some important items, which the appraiser then left out of the claim (in addition to other items that had been discussed). I left voice mail messages for our assigned adjuster ********* ***** several times. The first time she responded with a voice message that had nothing to do with the message I left. The other two times I heard nothing back. We asked the contractor to contact AAA about the gap between what we were granted and what he estimated the repairs to cost. He became busy with other projects, and never got around to contacting AAA. We went through several other contractors with similar results; all said the repairs would cost significantly more than the $2,078.44 (plus our $500 deductible). We are now back with the original contractor, and he is estimating repairs to cost $7,105.11. I faxed a copy of the estimate to ******** **** on 8/7/14. I asked that she let me know what the next step would be; I have yet to hear anything. I also sent an online message to AAA several weeks ago explaining the predicament and the inability to contact the assigned adjuster. I received no response. I work at a medical office and have patients scheduled consistently throughout the day; this makes it difficult to call AAA and wait on hold for long periods of time. I believe the underlying factor as to why we are not hearing back from AAA is that we switched insurance companies in March, when the AAA contract expired. Regardless of how they feel about us switching, they were under contract with me during the time of the house damage. Another issue is that the check we were given will expire in September 2014. We have not cashed it in case that would void any re-evaluation of the case.

Desired Settlement: We would like to have the claim re-assessed to help bridge the gap between what we were given and the cost of repairs.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ Contact Name and Title: *** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ************ Claims has attempted to contact our insured. However, they are unavailable until 9/4/14. A message has been left for her to contact the claim representative after her availablity. We are requesting a copy of her estimate for consideration.

7/25/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: 14yr customer with AAA. 06/06/14 boat trailer got a flat tire on a very busy Hwy with 2 kids in the car. AAA said its not covered in IL, but they could send someone out to help (at our cost). We agreed to service, because of our safety concerns; we were told someone would be there within 1 hour (it is now 7:04pm). 45min went by (7:50) we called the tow co. to see if they will be there in next 15min, "yes, we will be". We call a store 3mi. away that sells the tire, but they close at 9pm; 15min go by (8:05pm), still no tow truck, called tow co. dispatch calls driver, comes back to the phone and says it will be another 35min. Now our concern is the setting sun and the store closing before we get there, still 2 kids in the car. We call a tow service our selves they say they will be there in 20min, we call AAA and cancel the tow due to the unreliability. We drop the boat, leave my husband with the boat and drive to the store and buy the tire. The tow co. we hired arrives as promised and tows the 3mi. to the store and the tow co. replaces the tire and we get on our way. So instead of wasting our time (1hr and 15min), in hazardous conditions, waiting for AAA to get us help, we wish we had just called on our own for a tow service. AAA doesn't use reliable tow companies. We went back to see where it states, in the benefits, that boat trailers are not covered and found it difficult to locate, we had to actually call AAA and ask them where it is in the benefits.

Desired Settlement: We wish to either receive a refund of our $180 tow, or we would like a refund of our AAA membership.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Contact Name and Title: ********* **** - Manager Contact Phone: XXXXXXXXXX Contact Email: ****** Dear Ms. ******, We sincerely apologize for the misunderstanding about membership benefits. Boat trailers are a type of trailer that are not covered under the Plus/RV membership. As a goodwill gesture and in acknowledgement of your long membership tenure, I will authorize a free membership renewal for your household (valued at $137). This will be for the 11/XXXX-XX/2015 membership term. Initial Consumer Rebuttal /* (3000, 8, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) AAA will not cover us for our boat trailer, we want a service that will cover the boat trailer, it makes no sense to have insurance when it doesn't cover our needs. Would you buy homeowners insurance that didn't cover your back yard but covered the front? No, so why would we want AAA's service? We would like a refund of this years membership or coverage of our expenses from our recent tow. Final Business Response /* (4000, 12, 2014/07/21) */ Dear Ms. ******, We apologize that our previous resolution was not suitable. A check in the amount of $137 (amount of your membership dues) has been requested for the primary member, **** ******. You should recieve this within about 2 weeks. Thank you.

4/11/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
10/8/2013 Problems with Product/Service
1/15/2013 Problems with Product/Service

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