ComplaintsforAAA Club Alliance

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a Plus membership with AAA, I contacted them recently to tow a vehicle, the driver claimed it could not be towed. After confirming nothing had changed from when it had been towed to its current location and can be done. I tried again a few days later and had it towed to a local mechanic. I called to have it towed to another location, they are claiming it does not qualify as free because it is a continuation of the problem towed. The only thing in common is the vehicle and the member, me. According to their policy towing restrictions are a limited number of tows per year based on membership level and a maximum distance free per membership level. There is nothing regarding per issue restrictions and I do not believe their call center employees are qualified or trained to asses mechanical issues of vehicles over the phone in order to determine cause of issue. In addition to the refusal of free towing, AAA is billing me for 2 separate memberships. After receiving a renewal notice for an account, I renewed my membership for another 5 years. Upon receiving the new card I noticed my current card was still valid for another year. They claim the membership numbers differ because they recently combined 2 local clubs. No response has been received regarding the membership dues overlappin** *** *** *****3800 6 Valid Dec 1 2027 (renewed Dec 2023) 438 130 ********0 6 Valid Nov 11 2024 Attached screenshot shows a renewal 3/10/2023 for $104 for a 1 year membership and another on 11/2/2023 for $109, also a 1 year membership. I have paid twice for a membership for a service they now claiming is not part of either membership. As a resolution, I request AAA refund both membership payments in full in the amount of $213

  

  Business response

  02/14/2024

  A AAA membership has a policy for one tow per disablement that is listed in the member benefit guide. We will cover a tow to a residence or a repair shop of the member’s choice, however once it is towed there it is not covered to be towed to another location for the same breakdown reason. As for the membership renewal, our membership cards are good for multiple years however it does say billed annually. A membership is a yearly charge and we do not collect payment for multiple years at a time. 

   

  This is listed on page 16 of our member benefit guide:

   

  3.11. One Tow per Breakdown: Membership will only cover one tow
  per breakdown. Use of two or more Emergency Roadside Service call
  entitlements to extend the Member tow mileage benefit for the same
  breakdown is not permitted.

  

  Business response

  03/25/2024

  Dear BBB, 

  Thank you for contacting AAA. We have issued a refund for the most recent renewal payment made 11/2023 for $109. The membership is cancelled. 

  Sincerely, 

  AAA Member Experience 

  Customer response

  03/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This doesn't address the issue of at least 2 other active memberships being paid. Nor does it address the issue with refusing to tow my vehicle based on a call center rep's lack of automotive repair. Regards, Complaint ID: 21153314    

  

  Business response

  04/09/2024

  We do have a one tow per breakdown policy. We will allow your vehicle to be towed to a residence or place of repair but once it is towed to that location it is not covered to be towed to another location due to the same disablement under the membership. This is advised in our member benefit guide located on page 16:

   

  3.11. One Tow per Breakdown: Membership will only cover one tow
  per breakdown. Use of two or more Emergency Roadside Service call
  entitlements to extend the Member tow mileage benefit for the same
  breakdown is not permitted.

   

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/12/24 I discovered that I had a screw in my tire upon leaving work. I contacted AAA at approximately 2:50pm. I was informed that a driver would report within a 40mins to an hr. That time expired and no service was provided, another drive was dispatched around 4pm, he arrived around 5:15pm. I provided him with my spare tire and wheel lock to place on the spare. He installed the spare and returned my wheel locks. My vehicle was parked at my home until my appt on 1/14 . My vehicle was taken to Tires Plus where they inspected the damaged tire as I had originally purchased them there. They found that they would need to replace the tire as plugging it was not advised. When they went to remove the spare put on by AAA they discovered a lug nut had been stripped and "cross threaded". In order to remove the spare the lug nut had to be removed by saw. They informed me that they could replace the tire however the damage caused by the incorrect install of the spare would need to be repaired at the dealer as it was not safe to drive due to the missing lug nut. I parked my vehicle at my residence until it was towed to the dealer on 1/15. The dealer made the subsequent repair, and I had to obtain a rental these totaling $749.56. On 1/14 I contacted AAA where I was assigned a claim for reimbursement. I was emailed by a rep on 1/17 in which she requested receipts a statement, videos/photos to support my claim. I provided the requested documents and was told that is reviewed within 7 days or submitted to upper management. After several weeks I reached out via email on 1/29. I was informed again my information would be forwarded and reviewed in 7 days. case. This reply again 2 weeks after my 1st submission. I reached out again on 2/6 by email and approximately 3x times by phone leaving vm or speaking w/reps. On one occasion they disputed the cost of what was listed of a “free inspection” on my receipt. of 2/22 I have yet to be reimbursed or updated on the status.

  

  Business response

  02/29/2024

  The member has been sent a release of claims and we will need that back signed before a check can be processed for the damage.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband was stuck on the side of the road in Georgia off of 95 for over 9 hours on 2/9/24. AAA was called and they never came. We had a friend that left Winchester, VA with a tow truck and was able to get to Georgia and AAA still did not provide a tow truck. Useless service. DO NOT USE AAA and DO NOT PAY FOR A MEMBERSHIP. you would be throwing your money away. Same thing happened to us in New Jersey a year ago and same results. This time I spent over one hour total with member relations and the complaint department to be told I can't have my membership refunded because it has been 30 days since renewal. BAD CUSTOMER SERVICE. the supervisor Allison, could care less. They wanted a receipt so we could do a reimbursement but what they don't get is that NO ONE CAME TO TOW my husbands truck for over 9 HOURS!!!!! What is the point of the service if you can't get service?

  

  Business response

  02/27/2024

  We spoke with the member on 2/16/2024 and offered and apology for the lack of service in GA. The member advised that she had to pay over $1000 for the tow. We explained to the member that she could file for reimbursement and member refused. Since the membership year has already began we are unable to offer a refund per our terms and conditions provided in our Member Benefit Guide attached. We would still be willing to process a reimbursement for outside tow services that member claims were paid with a receipt. 

  Customer response

  02/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21302856

   

   

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  What is the purpose for paying for membership fees if you can use the service? My vehicles was towed to from one location to another location because the body shop couldn’t fix my car, so I had to get my car told to another location that’s the purpose for paying AAA for towing. If AAA is not for towing then they need to change their advertising to say AAA is for towing Emergency Road Services purpose only. I had 4 different accounts with AAA and they cancelled all 4 of my membership. I want to be reinstated with all my memberships. That the Membership Review Committee cancelled for no reason. I never was told that I couldn’t use my membership just for emergency use only. I should be able to tow my vehicles without being penalized and with the Membership Review Committee reviewing my account because I paid for the membership.

  

  Business response

  02/22/2024

  Dear BBB:
  
  Thank you for providing AAA Club Alliance the opportunity to review our records and Ms. ***** *******’s concern. At this time, Membership #438-212-2902349-00 has been permanently terminated and is unable to be reinstated, this includes all Associate Members listed on this Membership.
  
  When AAA reviews memberships, a letter is sent, both certified and standard mail, to the member advising that the membership is being reviewed and providing an opportunity for the member to provide a response. This letter, which was mailed on December 19, 2023, outlines the information that is found to be misuse of the benefits, and provides instructions on when and how to respond (copy enclosed). A response was received on January 10, 2024 from Ms. *******s. The response from Ms. *******’s, received and reviewed on January 10, 2024, does not provide sufficient information to negate the misuse of the roadside benefits. On the letter sent to Ms. *******’s, there are a total of six violations listed of misuse. For these instances, no information was provided to indicate the roadside requests fell within guidelines.
  
  Based on the information received and reviewed, AAA will be continuing with the permanent termination of Ms. ***** *******s membership. A final letter was mailed February 7, 2024 indicating our final decision (copy enclosed). 
  
  
  Again, thank you for the opportunity to respond to Ms. *******’s concern.
  
  
  Sincerely,
  
  Manager, Distribution Operational Excellence

  Customer response

  02/27/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.When I had the cars towed the cars was not drivable and I had the cars towed to a Bodyshop or to the house. I paid for service to get my car towed. What was the purpose for paying for service if I couldn’t use the service, do I get credit for not using the service I just get punished for using service that I paid for? I was never told I had to pay for the service and I couldn’t never use the service if I was told that I wouldn’t gotten AAA. AAA take your money put you are not allowed to use the service. That is not right for the customers.  Regards, Complaint ID: 21302453    

  

  Business response

  03/25/2024

  Dear BBB, 
  

  Thank you for contacting AAA Club Alliance. We continue to stand by our initial decision. The response from Ms. *******’s, received and reviewed on January 10, 2024, does not provide sufficient information to negate the misuse of the roadside benefits. On the letter sent to Ms. *******’s, there are a total of six violations listed of misuse. For these instances, no information was provided to indicate the roadside requests fell within guidelines. Based on the information received and reviewed, AAA will be continuing with the permanent termination of Ms. Sonya *******s membership. 
  

  Thank you, 
  AAA Member Experience 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was informed after scheduling maintenance that my vehicle would be ready at a specific date 2/8. I called on 2/8 only to find out that the Annapolis service center ordered the wrong part. Not only the wrong part but for an automatic transmission not a manual. My vehicle has been in the parking lot of the facility for 2 full weeks. I was not notified of the discrepancy until I called in on assumed pick up date. The service representative assured me they would call me back within the hour with an update. I still have not received a call. It is now after business hours. This will now turn into 4 weeks without a vehicle according to their part lead time. This AAA establishment has not updated me once since the car was dropped off as well as sent me a service report via text that has nothing to do with my cars report. No mentions of a solution or even temporary vehicle due to the negligence and mistakes made on aaa behalf.

  

  Business response

  02/28/2024

  EMAIL FROM OUR CAR CARE MANAGER

  I have made multiple attempts to reach out to the member since 2-24-24 and he has not returned any of my calls since then.
  
  The vehicle is no longer in our possession as the vehicle was completed on 2-19-24 and returned to the member on 2-20-24.
  
  The Vehicle took longer to complete due to mis information that we had received from the dealership when we ordered the original part and then there was an extended time after we ordered the correct part and then had it sent to us.
  
  His Vehicle also took longer time to work on due to a lot of rusty bolts and a lot of unforeseen issues during the repair process.
  
  During the duration we did make several attempts to reach the member and provide updates on time and where we were at with the vehicle however most of the time he would not answer the phone when we would call him but he would return our calls back to my knowledge.
  
  Unfortunately the issue with the timing to get the part was something that we could not control due to none of the local dealerships stocking this part and it had to come from their main warehouse in mi.
  
  If you need anything else please reach out to me.
  
  Thank you
  

  Customer response

  02/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This is false information. I received only 1 call during this process and that was the day of pick up.  Regards, Complaint ID: 21268564    

  

  Business response

  03/23/2024

  This has been sent back to the management team of the car care.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 29 2022 I purchased a replacement battery through AAA while I had an existing membership. The battery is supposed to have a 3-year warranty. It died recently and when I called for the warranty I was told that since I had canceled my membership I'd have to pay a $95 fee for the battery to be delivered. The terms do not state that a membership must be maintained for the warranty. I offered to pick it up from the local AAA facility. They said this isn't an option and I have to pay $95 no matter what. Given this wasn't disclosed or listed in the warranty documentation its unacceptable. I'd like the battery replaced or the $194 refunded so I can buy one elsewhere.

  

  Business response

  02/23/2024

  If the former member is needing the battery replaced and wants AAA to come an service there is a charge of $95.00 as the battery is under warranty however the labor is not included and would typically be covered by the membership. If the battery is replaced outside of AAA a battery warranty reimbursement can be filed as long as the original battery purchase receipt, bad battery test, and new battery purchase receipt is submitted with the reimbursement form online at AAA.com

  Customer response

  02/27/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The only reference to labor is if I need the battery installed.  I do not need it installed.  I'll put it and install the new one myself so there should be no charge then.  Regards, Complaint ID: 21277726    

  

  Business response

  03/23/2024

  For liability reasons we cannot provide a member the battery to install themselves. The $95.00 covers the battery testing which is required because the battery must show that a replacement is needed, also covers the service coming to the location requested. We again cannot send service without this charge being paid. If the prior member wants to purchase a battery outside of AAA and file for reimbursement that is an option, however a battery test will be required and the prior member will be reimbursed up to the original AAA battery purchase price under the terms of the warranty.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 19th, 2022 about 4:15am I was driving to work and slid on a patch of black ice and my car slid off the road into a small creek. I climbed up to the embankment and called AAA that being my family and I had been members for years. I very short sided agent took my car and denied me help and hung up on me. I thought I had no rights and paid the $1154 tow bill out of my pocket and continue on with my life. Well recently I came across a news station describing almost in detail the same situation as myself. In short it details a grandfather was moving his granddaughter out of state slid off the road and landed into a small ravine with water and had to pay $483 out of his pocket because his AAA denied his claim. Well after contacting this news station they refunded him his full amount. I feel I'm due the same, being if they would of did what I paid them for and tow the car in the first place I would not be asking for a refund.

  

  Business response

  02/08/2024

  We do not cover special equipment recovery. This is not something covered by AAA per our member benefit guide. This is being denied.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased AAA in case my car would brake down. I needed to have them tow my car from my drieway to a repair shop in town. The dispatched Lloyd's towing company to come and tow my truck to the shop. The driver of LLoyds did not hook up the towing chains properly and pulled my rear bumper almost completely off the truck. This also damaged the reinforcement beam under the truck, ripped the holding plates on the sides of the reinforcement beam, damaged the trailer hitch and c scracthed the side of the bnumper that did not come off, I was told by AAA to get an estimate, I sent the estimate, Lloyds admitted fault but then ask for me to get another estimate or take a partial payment. I just wanted my truck fixed. I was also asked to put back on the old bumper which was broke off and both repair shops saided i needed to get a new one and i was told the paint scrape should not be included by LLoyds and again both repair shops said it was caused by the bumper being pulled off they way it was. I am still awaiting from Lloyds to see if they are going to fixed my truck. It has been over two months and still not resolved and I cant use my truck because the bumper could fall off. AAA is not helping saying its LLoyds responsbile but no one is resolving the issue. I am about to call my own insurance company to get them involved to help. I just wanted my truck towed but by calling AAA and getting LLoyds towing I lost my bumper and recievd considerable damage to my truck and they arent resolving the issue

  

  Business response

  02/08/2024

  This was resolved directly with the member. He has been sent a release of claims and pending receipt of that signed payment will be issued.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or anout December 1, 2023 my car and my neighbors car was his by a AAA vehicle that kept going he nearly hit a third vehicle in the get away but the accident was caught on camera a police report was made and the incident was reported to AAA who claims they can not view the video and are not willing to pay for the damages to my vehicle my vehicle was psrked behind yhe second vehicle that was hit and I have the video and damge photos and still they refuse to pay gor the damage.

  

  Business response

  02/09/2024

  It was determined after an investigation that we did not cause the damage to ***** ******'s vehicle. We have denied the damage and explained our denial. We consider this matter closed

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/28/23 I at 11:15 AM I called AAA when my car would not start. AAA said to expect Roadside Assistance within 90 minutes. I called at 1:00 PM and was told a technician had not been found. The technician arrived about 3:15 PM. The technician said my battery needed to be replaced, at an out-of-pocket expense of close to $300 on a 2011 Camry. I felt the price twas too high but needed a solution before the New Year's holiday. I went out shortly thereafter to run a 30-minute errand. When I returned to my car it failed to start again. Again, I called AAA (5:37 PM) to request service; again I was informed of a 90-minute wait. At 7:30 PM I called only to be told once again a technician had not been located. Miraculously, my car started and ran long enough to get my car to a AAA Care Center two blocks away. I assumed (mistakenly) the care center would call me when it opened at 7:30 on 12/29. I finally called the center at noon, only to be told the car was still sitting on the lot, and would not be looked at until 12/30. I subsequently requested a tow to my personal mechanic. Again, I was assured of a pickup in 90 minutes. The truck arrived at 9:00 PM, after I called 3 times in 8.5 hours. My mechanic reconnected and reprogrammed the electrical system in 2hours when he reopened on 1/2/24 but I had to pay an additional $288 for the work. Ironcially, the AAA Care Center called me on 1/30 to tell me they still had my keys, but they couldn't find my car on their lot. I contacted AAA Customer Care on 12/29 to file a complaint. I was assured of a call on 1/2/24. They did not. I called again on 1/8/24 and again was assured of a call within 24 hours. They did not. I am c seeking reimbursement for the cost of a battery I did not need and for service by my mechanic to correct the issue AAA caused by misdiagnosing the problem.

  

  Business response

  02/08/2024

  I have personally contacted the member and left a voicemail explaining that we did a battery test and the battery failed and recommended replacement and it was authorized by the member to be replaced. Due to this we are unable to refund the battery purchase. As for the reprogramming of the vehicle that is not a service that is offered by AAA. This is a known requirement for the members type of vehicle any time the battery is replaced. We will not cover the reprogramming. We consider this matter closed.

  Customer response

  02/15/2024

  Better Business Bureau:

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

  Regards,

  Complaint ID: 21133473
  

   

   

   

*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. ↩