ComplaintsforAAA Colorado, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am requesting assistance with my auto insurance bill as I have called on a handful occasions to come up with a resolution to a rate that I was promised that I never received. I purchased my vehicle based on a quote that I was given, and my rate has never been adapted to that. It started in Feb of 23, then again, I called to get this rate adjusted, and I have called multiple occasions in order to get an adjusted rate. Currently, I am getting priced gauged for car insurance and my rate continues to increase. I have been a loyal customer who was willing to pay 1 year in advance as promised to me and I am requesting someone from AAA investigate and adjust my rate and provide a credit for the continuous rate promises that have continued to be broken.

  

  Business response

  04/12/2024

  HELLO,

  THIS HAS BEEN SENT TO THE WRONG COMPANY. PLEASE SEND TO AAA COLORADO AT ************ OR ************.

  AAA

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm unsure if this is the corporation or head quartes for this non profit business but that's where I'm trying to get the complaint to. The company AAA, states thri are a emergency roadside service. However when emergency happens they take over a hour usually to get to someone in a emergency situation. Sometimes it has take them a day to get to me for a gas need. They ask prompting question about if we're in a safe location or not but yet if you're not in a safe location they don't have any ability to help services come sooner. Today we were stuck on the side of the freeway almost being hit and was told that it would take a hour and half to get to us and call the police if I don't feel safe. We pay for this service and the service is not what it advertising to be. This is a big problem to have all these resources of money being paid per customer to have service ran in this manner. It's unacceptable.

  

  Business response

  03/11/2024

  We have spoken to ************** regarding the complaint, and this took place in her home club of **, the complaint was filed with CO. She will be addressing her complaint with them. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out to share my sincere dissatisfaction with the experience that I had last Tuesday, January 30,2024. I was driving a **** ****** Frontier to pick an appliance in an alley. They concrete road turned into a wet muddy road, compliments of the neighbors making concrete to build a block wall. The water was left on and the huge muddy puddles formed. I could not see them at 6:15 am and I continued to drive forward. The truck began to sink and I could not control the truck. I couldnt turn the truck, nor reverse it without the wheels digging in deeper. I reached out to AAA at 6:40 am. One driver stated that he shows up and I was not there. Thats a lie! The second driver said that I was out of their coverage area and wasnt sure why they were called. This was after an hour and a half waiting with no updates. I begin calling , texting, talking to Agents, etc. I was constantly asked if I was in a safe location and the answer was no! I was stranded in a dark alley that eventually brightened up. I could not exit the vehicle without my foot going about a foot deep as the gentleman in the alley drove a pipe in the ground to see how deep it was. Because I was trapped in my car for hours, I couple take my medicine, eat, nor relieve myself which resulted in my urinating in myself after being stuck for 4 hours. I contacted LAPD via phone and email as well as the **************** No one showed up. I have A-fib and its imperative that I take my meds on time. My heart began to race and I didnt have water nor food. As a 31 year AAA member I was shocked and dismayed by their lack of urgency, concern, and the ridiculous wait time for assistance. I was stranded in an alley and was basically a sitting duck for any criminal who came by. Its both unacceptable and unprofessional.

  

  Business response

  02/06/2024

  I am truly sorry to hear about your poor experience in getting road service. It looks like you submitted your complaint to AAA Colorado, and not AAA California. You would have to resubmit this over to the ********** BBB for them to review your complaint. While AAA is worldwide, it is broken up into territories. Unfortunately, here in CO we can't look up any of your information or assist you in a resolution since you are a ********** member. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/30/2024: I called AAA as my **** Pinzgauer 710K needed to be towed 4.2 miles from my home to my friend's repair shop. The folks at AAA Colorado said "they don't tow that kind of vehicle". Funny thing, SAFECO, who insures my truck towed it no problem and they had a AAA Roadside Assistance sticker in the back window!! WHAT A JOKE! I took pictures. They take my money annually and don't help when I actually need the help! DISGUSTING!

  

  Business response

  01/31/2024

  We apologize we couldn't assist with towing your vehicle. You described this as an off-road military vehicle. AAA ********************** is for vehicles that travel main roads such as 4 wheeled motor vehicles, RV's, motorcycles, and bikes. We are sorry we couldn't tow this tank like vehicle. While the facility who came out *** have had AAA on their truck, they do work for other insurance companies that *** cover this sort of vehicle. 

  Customer response

  02/01/2024

   
  Complaint: 21222074
  
  I am rejecting this response because:

  I described the vehicle to 3 AAA folks, provided them the gross weight off the registration, which is less than a Sprinter van, and they still did not honor their service contract which I paid in full last August.  The tow company, which advertised AAA on their window, had no problem handling my truck.  AAA should know their service providers' capabilities, as that is what we customers pay them for, in part.  The other is Roadside Assistance, which they failed to provide.  Smacks of breech of contract.  They were paid for coverage they did not provide.  That is theft.
  
  Sincerely,
  
  *****************************

  Customer response

  02/14/2024

  I will be actively dissuading folks from signing up with these morons,  They hand customers out to dry.  You people disgust me and others will be notified.  DIS-FUAUCHING-GUSTING!  Shame on you!

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At 3:30pm on 12/17/24 my truck broke down. I called AAA and requested a tow to my auto shop 18 miles away. I was told that the miles restriction was 25 miles so we were all good. I did not get another update for 3 hours, nothing. Then I got a call and was told a driver would arrive in 2 additional hours. An hour later I got a call from AAA and was told that no truck was coming, and they didnt know why I was told otherwise. Then I was told that the limit was actually only 10 miles and they could no longer take me to my shop. It was 8pm at this point and all other auto shops were closed. So after waiting 4 hours with basically no response, I was told I was out of luck and they could not help me. This is how they treat a customer of 15 years, Im completely screwed.

  

  Business response

  01/18/2024

  We spoke with ************ on 01/18/2024 via telephone and the matter was resolved to his satisfaction.

  Customer response

  01/18/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/23/23, I called AAA (locked keys in car while running). I called at 5:08 pm from a parking lot at *********** and Federal. I was told to stay with the car and service would be there at 5:24. GREAT, so fast. No truck arrived, no text update. Called again at 5:41. Told service by 6:04. Called again at 6:11 and was hung up on. Called again at 6:21 and I told her I'd been told to stay with the car, it was now raining and turning to snow, I was cold. She said someone would call me in 5 or 10 minutes. No call. I went into the restaurant (but someone was with the car) to pay the bill for my family's meal (but I didn't get to eat, $200) but no call. I called AAA AGAIN at 7:02 and was told the call was cancelled because we'd gotten into the car. THIS IS A LIE! The service call was cancelled by AAA and they are now claiming a truck driver did it after contacting me. Why does someone else get to cancel MY call? They restarted the service call, a driver from ************* called at 7:26 and he'd be there at 8 pm. THREE HOURS later. We handled it ourselves at our expense. AAA abandoned me, a 65 year old in a parking lot. I was freezing. I had surgery on 12/28 ( I was cold for a week and went into surgery with a cold). I have a contract with AAA to help me during an emergency or at the very least to TELL ME they can't help but now I'm told AAA does not guarantee to provide service AT ALL, and that even though I was told ***** minutes, that was a time of high volume! IF I'd been told 3 hours we would have made other arrangements at 5 pm, or at the very least at 6 pm. I've received NOTHING from the membership year at all, no benefits. Promised a call from customer service on 12/23, but no call. Called today but 'nothing we can do. " Useless $60 fee for membership. AAA must be honest that they guarantee no service at all. That's what I was told today -and offered a credit for a membership that is worthless! They admit they DO NOT PROMISE SERVICE.

  

  Business response

  01/09/2024

  We spoke with **************************** January 8, 2024, via telephone and we are working with our member to reach a resolution. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted AAA for roadside assistance at 8:30am today 01/02/24. No one ever came. I never received any updates. I contacted AAA several times to ask that they send another tow truck and they refused. I waited and waited and no one came. This is the second time this has happened.

  

  Business response

  01/05/2024

  We have attempted to reach Mrs. ********* on January 3, ****, January 4, 2023 and January 5, 2023 via telphone and email but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely do not waste your money on this GARBAGE company. We have had AAA for several years and have used them ONCE (I think for gas). The evening of 11.15.2023, my husband's truck breaks down and he needs a tow back to our city (approximately a 22 mile drive). I tell him to call AAA, it's why we have it after all. He calls around 430pm and is told it will be several hours, not a big deal, he is able to do what he needs to for that time. At 617pm, he gets a text saying they will be there in 17 minutes. Almost 3 hours later and they cannot find the tow truck driver, as they are not answering the phone and they don't where they are. Apparently the issue was escalated to regional, but at that point, AAA wouldn't answer the phone and he was sitting on the side of the road and this joke of a company just doesn't feel the need to resolve anything. We ended up contacting State Farm (thank GOD we have them), who was less than 30 minutes away, but we are on the hook for $135 for the tow. I will not be duped by AAA, we will be cancelling service. Save your money and get roadside through your car insurance.

  

  Business response

  01/02/2024

  We spoke with ****************** on 12/21/23 via telephone and the matter was resolved.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/2023 I had a flat tire while I was in ************, about 45 min from home. I signed up for a AAA membership in an attempt to have the tire filled or have the spare put on so I could take my car to a repair shop. I placed a call for service around 2PM. By 4:00 PM I still had not gotten a response, so I reached out to AAA. They gave me an ETA of 19 minutes. After I waited ***************************** with a new ETA of 20 minutes. When that time passed, I called, and they told me it would be an additional 40 minute wait. At this point, it was dark, cold, and the bank I was waiting in was closing at 5:00 PM. When I reached out again, they told me the wait would be 1.5 hours. I requested a cancellation and a refund for the membership. The representative assured me both would be taken care of. I have yet to receive the premised refund and have had no luck contacting the company, trying to navigate their complicated automated system, being told I am being transferred only to be disconnected, or told the representative can't access my information. I am seeking a refund for the membership.

  

  Business response

  12/21/2023

  We spoke with **************** on 12/21/23 via telephone and we are working with our member to reach a resolution. 

  Customer response

  01/04/2024

  My complaint resulted in a call from AAA and I was told my refund would be issued, but I have not received the refund in the promised time frame and I'm unable to get in touch with anyone at the company via phone or social media. 

  

  Business response

  01/08/2024

  We are sorry for the confusion surrounding your reimbursement. Our back office processed the refund on 1/4/24 and stated you should see the reversal on your credit card in ***** hours. 

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/09/2023 about 2 pm my new car got stuck in snow on the side of the road. After spending about 2-3 hoirs trying everything to get it out, I called AAA and requested emergency service. About an hour later I get an automated phone call saying all providers were busy due to weather and they are working on it. After 3 hours I called them every hour or so to check on case..still waiting at about 10 pm they said they were too busy and I have to make an appointment for NEXT morning..note that snow has stopped at 10 am about 7 hrs before my initial call. How is this an "emergency" service. If I was stranded with the car in the cold and and did not have alternatives, I would be dead. Shame what happened to AAA, used to be a dependable company. Please note this before you spend the money and "think" you are protected in case of emergency

  

  Business response

  12/14/2023

  We have attempted to reach **************** on 12/14 and 12/12 via telephone/email but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

  Customer response

  12/14/2023

   
  Complaint: 20985366
  
  I was able to get in touch with business by email and indicated that I can ****************** via email.but not by phone yet since I am out of the country until Jan ****. Business requested that I call them once I get back instead of communicating by email. Please keep case open until that is possible
  
  Sincerely,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩