Complaints

This profile includes complaints for AAA Club Alliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AAA Club Alliance

  1 River Pl Wilmington, DE 19801-5125

  
• 

  AAA Mid Atlantic

  700 Horizon Center Blvd Hamilton, NJ 08691

• 

  AAA Club Alliance

  1040 Scott Town Ctr Bloomsburg, PA 17815

• 

  AAA Club Alliance

  4100 Monument Corner Dr Fairfax, VA 22030

• 

  AAA Club Alliance

  1405 G St NW Washington, DC 20005

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a membership with AAA however I have not had a membership since 10/20/22. I also previously had a 2017 Harley Davidson Motorcycle that I sold on 6/15/2022. I have not had a AAA membership as I decided to not renew it. I received a bill for $371.50 from AAA on or about 8/10/23 saying I had received a tow for a 2017 Harley Davidson on 7/11/23 I immediately called AAA after receiving a bill in the mail and spoke to ******* who opened a case. The case was assigned to ***** Robinson and I was told ***** would contact me. On 8/15/23 I called back and spoke to Ebony because I had not heard anything. ***** did send me an email on 8/16/23 saying it was being looked into and I tried to call her at her extension on 8/18/23, 8/24/23, 8/25/23, and 9/9/23 but did not receive any calls back. I also called the main number many times and left messages but did not receive a call back and can provide dates if needed. Early September I received a second bill for the same thing. I also tried to email ***** on 9/11/23 and was advised by ***** on 9/13/23 that I would need to call a towing company in which they claimed submitted a bill to them. I emailed ***** back that same day asking to speak to a manager as I was confused why I needed to speak to another company as AAA sent me a bill, not another company. FYI My wife tried to call the towing company though and nobody from there got back to us either. On 9/20/23 I followed up with ***** as I did not receive a response to my email. On 9/22/23 ***** emailed me saying the bill would be removed from my account however on 10/12/23 I received a third bill for the same thing and called the main number and left a message but did not receive any calls back. I emailed ***** on 10/12/23 as well and again have not received a response. I am being billed for something and I told them many times it was not me, I do not own his vehicle and haven't owned it for over a year. The place they say I had car towed to is not in business & hasnt been.

  

  Business Response

  Date: 10/30/2023

  The Bill has been removed

  Customer Answer

  Date: 10/30/2023

  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.
  
  I am rejecting this answer as I was told via email it was closed but then received another bill. If it is closed, then I am requesting a letter in writing stating it is closed and I would also like to know why I received a bill in the first place. Should I be concerned that someone is using my information or what? To say it’s closed when they have not responded to me is or returned any calls is unacceptable. Nobody from AAA has gotten back to me ever to say why or how this bill came about.
  
  
  Regards,
  Complaint ID: 20749841
   
  
  
  
   

  

  Business Response

  Date: 11/10/2023

  The second billing received was sent before the request to remove the bill had been processed. At this time the bill has been removed.

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6th 2023, I received a letter from AAA Club Alliagiance Investigation Unit. (I will provide the letter). They are canceling mymy account because I was affiliated with another account that had towing violations.
  
  I still have 3 to 4 months of my yearly membership that I paid for. They have not refunded my money. They also did not offer a chance to dispute and I was told I cannot speak with anyone.
  
  The account that was in violations was my parents and that account has been reinstated. I feel this is unfair treatment. I have used their services twice in one month. (Neither for towing) So apparently they decided to cancel my membership. Seems to me they want your money but if they have to provide you a service they cancel without the opportunity to dispute.

  

  Business Response

  Date: 10/04/2023

  Dear BBB, 

  Please see our response attached to ********* ****** 

  Sincerely, 

  AAA Member Experience 

• Initial Complaint

  Date:09/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday August 25, my 2008 BMW 135i convertible broke down in the middle of the left lane on a busy street in Silver Spring, Maryland. We called AAA for a tow truck at 5:40pm. We were advised that it would take about 80 minutes. We waited and when the tow didn't arrive, we called back for an update. We were told it would be another 30 minutes. We called back for an update and each time were told that we would have to wait longer. This went on for hours. Eventually, a tow truck called and said that he was coming but that it would be about 45 minutes. We waited beyond that time and called to get a status update to be told by the driver that that call had been cancelled. A tow truck didn't come to us for 9 hours! During that time, we called AAA numerous times and each time were were given a different answer and to just leave the car. That was not possible as the car was not on the shoulder, but in a middle of the lane with the hazard lights on.
  
  At 2:31am Saturday morning, a tow truck came and towed my car to AAA Car Care Center in Columbia, MD. The original diagnosis the following Monday was a radiator pan leak caused the car to overheat and the computer system to cycle through possible issues. Later that day, the AAA mechanic indicated the car's battery was completely drained and a new alternator is needed. This he said could have been caused due to the hazard lights being on for 9 hours!
  
  AAA Alliance Club says they are sorry for the 9 hour wait but they take no responsibility for the battery or alternator. The car had only been picked up from the BMW dealership 48 hours before on August 23rd, therefore I know the battery and alternator were fine before having the hazards on for 9 hours!
  
  We do not feel that we should have to pay the almost $1500 the AAA Car Care Center is saying it will take for the car to be fixed. AAA breached its agreement to provide us with service and not leave us waiting by the side of the road all night long!

  

  Business Response

  Date: 09/26/2023

  It was determined by our Car Care location that the damage that the member experienced would not have caused the alternator damage and that was denied. We have offered to cover the membership next year for the delay that the member experienced. This is all that we are offering at this time.

  Customer Answer

  Date: 09/28/2023

  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: 20617496

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a member of AAA of Rapid City sd . On 08/06/2023 I called and needed help, they were sending a tow truck. While I was waiting in my truck a State patrol stop to help also, he called in to verify that my tow was coming.
  And yes it was indeed on it way.
  Police left after my tow showed up.
  I was towed to the flying J truck stop in Rapid City, the tow driver would not let me have truck until I paid the towing charge of $179.95 if not, he will impound my pickup truck .. afterwards I called back AAA AND they took the information and the will send it a higher authority , since then I have repeatedly called and emailed them, and have received absolutely zero response!

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to emergency move because they’re shutting my apartments down . I had to leave my vehicle un attended as I have numerous of times since the age of 18 . ******** has been cancelling my tows since 2pm . I have been stressed and I did say I didn’t have my registration on me , it was in the car . I have my title with me , I was confused I told her and admitted it . She then said the state of maryland can not have unattended vehicles . I called back and was told by ***** and his Supervisor that the State of Maryland can do this . Someone called me at 3pm and said it would be 3hrs . Then around 8pm I called back to get the status because they said 7:19pm . The Representative stated that it was cancelled at 3:05 because I didn’t answer the phone . Which upset me because I had ETA updates . Then he said all would be okay . Then I was called at 11:26pm that the Tow would be here at 11:45 pm . On 08/26 I called to see if maybe the car was somewhere else . The Representative went to check and said she asked ******** . I said why did you ask her she’s been the person causing all this trouble . She stated 1st of all I’m working from home so I’m calling people ( that tone) and she is so happen the same person that has been in charge all night . And 1st of all we don’t do house to house tows . I was upset and asked how is this helping me ? She said idk ma’am . Then I called back to ask why ? And all the supervisors chats keep saying because I told ******** I didn’t know if I had my registration ? People make mistakes ! Would if I did have it ? I lived less than 10 mins away , I could’ve taken an Uber to put it in the car ! But I don’t . It was in the car . I have never seen anyone bully or act like this towards customers ! This is beyond un professional . I never hated a company this bad . I could’ve just kept MY local Tow person for his services and never joined this oragnisation. I am beyond traumatized by just the promises and guarantees and this experience .

  

  Business Response

  Date: 08/30/2023

  This member joined just about 2 months ago. We require that our members are present for the towing of a vehicle unless it is unsafe to do so or an emergency. Unattended tows are allowed on an exception basis and this request was denied by a roadside supervisor as it did not meet safety or emergency situations. The member has since cancelled her membership and has received a refund. 

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to my complaint and accept because Member relations did review all CALLS and I was correct ! Thanks for your incorrect assistance . You can close the case 
  
  
  
  Regards,
  
  
  Complaint ID: 20525077

• Initial Complaint

  Date:08/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a AAA member and on 8/14/23, my vehicle was towed from my friend's home to the dealership. The company responsible for the reason my car was towed in the first place has requested a copy of the breakdown of charges if I wasn't a AAA member so that I can be reimbursed. I was promised by a AAA phone representative on 8/14/23 that it would take 24 hours for me to receive this documentation. It has exceeded 24 hours and now I'm being told by other representatives that I am not privy to this information, or it will take 72 business hours in order for me to receive it.

  

  Business Response

  Date: 08/18/2023

  Since the vehicle was towed under the membership and the member did not pay any out of pocket charges so we are unable to issue a statement of cost. The only thing that could be provided to a member is a copy of the payment for their membership.

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Emergency was 5/13/23, my family has a AAA contract for emergency towing and other car breakdown support. Twice in the past year, AAA was contacted (once in Virginia - but specific to this complaint in CA). Both instances - AAA told my family they were unable to provide the emergency road side assistance required.
  
  Reference # of AAA - # 6287. The AAA rep. apologized but did not offer any solutions. So my daughter called the state police - within an hour, she was towed to a repair facility at a cost of $450.
  
  Next was submitting a reimbursement claim. After months of AAA refusing to accept the receipt because it was not itemized in the way they require, and repeated refusals by AAA to call the tow company, last week I received an email that AAA was reimbursing my daughter $180 of the $450 expense.
  
  No explanation, no calls back to me (As the primary account contact).
  
  False marketing, lack of customer service.
  
  THis created a major financial hardship for my daughter, and AAA is now not responding with elevated requests.

  

  Business Response

  Date: 08/28/2023

  The member was reimbursed the amount due to only being covered the hookup and 5 miles of towing. The member was towed approximately 50 miles. The member was reimbursed the appropriate amount.

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested immediate cancellation the day of renewal and refund on 8/03/2023 for annual membership that was agreed upon by multiple reps and attached email confirmation. The membership was changed without notification so we decided to cancel after discovery of the shady practice the business does. They have lied and say they will cancel and never do ,or refund as they stated they would for the $211.

  

  Business Response

  Date: 08/24/2023

  Dear BBB of Delaware,

  Due to the misinformation initially given to the member, we have canceled the membership and issued the refund back to the credit card charged. This refund is a one-time courtesy exception. 
  

  Sincerely, 
  AAA Member Experience 

• Initial Complaint

  Date:08/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/1/2023 Renewal
  $213 membership fee
  
  Tried to cancel MULTIPLE times - once before the service renewed and AAA Claiming no record of request prior to the service renewal. Was refusing to cancel and refund the $213 fee despite our attempts to resolve amicably. Was advised that the only way to get our money back was to file a dispute with the credit card company - which is ridiculous. They were offering me an immediate $50 gift card PLUS a "HUGE discount off of next year" not to cancel. If they can offer this - why not just let the customer cancel and have a refund? We were never made aware of any policy like this before signing up. We did file a chargeback with the bank but its the principle at this point. Have not been satisfied with the service for at least the last year (they lost my car the last time we used them) and at this point, just want a refund. Willing to pay a pro-rated amount from 8/1-8/4 but they refused this when offered on 8/4 as well.

  

  Business Response

  Date: 08/24/2023

  Dear BBB of Delaware, 

  We received a chargeback from the member's bank and have issued the refund back to the credit card. 
  

  Sincerely, 
  AAA Member Experience

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asthma and require the AC to work properly in my vehicle as the heat and poor air quality affects my asthma. I started noticing the AC in my vehicle was taking long to get cool, so I reached out to AAA to repair the issue. I came into the AAA Laurel Car Center and explained my situation with my AC and the AAA rep told me that all I would need was a recharge to my AC. The AAA Rep scheduled my appointment for 10:00 Saturday July 8, 2023. She told me it would take a couple hours for a recharge.
  
  On July 8, 2023, I brought in my 2014 Nissan Sentra into the AAA Laurel Car Care Insurance Travel Center to get my AC recharged. I came back about two hours later to pick up my car. The AAA technician Edwin who worked on my car overcharged the AC system causing contamination to the AC compressor and as result of this the AC Compressor has to be replaced. Katherine Gomez tried to get me to pay for the AC Compressor part and repair even though it was damaged because of the AAA technician contaminated the system from overcharging the AC system. She also tried to get me to pay for the AC system recharge that caused the damage in the first place to the AC compressor. AAA needs to repair the damages they caused by replacing and fixing the AC Compressor because of the negligence of their inexperienced technicians. If the AC compressor doesn't get repaired soon this can cause even more issues with my AC and I can't afford that with my asthma. I tried to call the Car Care Manager *** *** ****** about the damages but she has not returned my call.
  
  Furthermore, I will be reaching out to the Maryland Attorney General for an investigation on this matter as I'm curious if the AAA technician overcharged the AC deliberately to damage the AC compressor in order to charge me more money. I'm also curious if there are any OSHA violations. I came in for a simple recharge and left with a contaminated AC compressor that needs to be replaced ASAP.

  

  Business Response

  Date: 08/24/2023

  Dear BBB, 

  The
  member came in with their a/c not working. We did explain that we would have to
  do an evacuation and recharge of the system to start with to make sure there
  were no other problems. After performing the evacuation and recharge we
  determined that the a/c compressor was no good. The customer declined the work
  and refused to pay for the initial work. The compressor has a
  relief valve built on it which will release the pressure before damaging the
  system. Our Assistant Manager at the location Justin did reach out to
  the customer and explained this. The member at that time stated they had not had
  the vehicle looked at anywhere else to even verify it was overcharged.

  Sincerely, 

  AAA Member Experience

  Customer Answer

  Date: 09/02/2023

  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.
  

   

  Based off this response, it seems ********* *****, *** *** ****** (Assistant manager), ****** ******* (Assistant Manager) and ***** the AAA technician are trying to save their jobs by lying but they are very bad liars. The A/C compressor failed because it was overcharged by the AAA technician *****. I sent documents over to AAA Members Relations Team ****** ****** (Manager) and ****** ******** (Supervisor), July 22, 2023, showing that the overcharging caused the contamination and damaged the A/C Compressor. The Members Relations Team reviewed the documents and said they would send this to the store Managers to resolve. I have not heard anything from the store to resolve this matter since. Furthermore, I never declined getting the A/C Compressor fixed, I just wasn't going to pay damages that AAA caused with the negligence of untrained technician *****. When I came back to get my car, (AAA never called me like they were suppose to) ********* ***** lied to me and first told me they didn't charge the A/C, then she switched the story and said the charge didn't work. I told her why do I need to pay for something that didn't work in the first place? ********* then told me to forget about it after she couldn't offer an explanation as to why the A/C Compressor was damaged and she then told me that I didn't have to pay for the charge of the A/C. I found out right afterwards the same day, that ********* ***** told me a bold face lie and in fact the A/C was in fact charged but it was overcharged and it damaged my A/C Compressor as a result of contamination. I did in fact speak with the Assistant Manager ****** ******* and he was rude and hostile. ****** ******* never told me any reasoning as to why the A/C Compressor was damaged because he admitted when I asked him whether he spoke with his staff about the issue first before calling me, he responded and said that he never even spoke with ********* or ***** regarding the issue with the A/C Compressor. Instead, ****** ******* called to interrogate me to ask how I knew the A/C was overcharged as if I wasn't suppose to know this information. I also never told ****** ******* I didn't have it evaluated to see if it was overcharged...that is another lie of his. It seemed based on my conversation with Justin Johnson, as if this is a common practice that the AAA technicians do as far as causing more damages to customers cars in order charge more money. I wouldn't be surprised if AAA Managers like ****** ******* were encouraging this type of behavior to AAA Technicians in order to meet monthly sales quota for the store. An A/C Charge vs an A/C Compressor are in two very different price ranges. I asked ****** ******* twice for the Regional Manager name but he refused to give me that information. I told ****** ******* I didn't want to escalate this and he told me "I can escalate it how I wanted to escalate it"  and hung up on me. As a result of Justin's response and refusal to provide the Regional Manager's name, I filed a compliant with the Maryland Attorney General Office regarding this issue and requested an investigation. In conclusion, Justin Johnson nor ********* ***** provided an explanation as to why the AC compressor was damaged and they did this because they knew the AAA technician ***** was responsible for the damages to the A/C Compressor. Even on the AAA receipt, that I had to come back on 7/10/23 to get as ********* ***** didn't give me a receipt the first time I came in, it provides no explanation in the comment section as to why the A/C Compressor was damage. I need the A/C Compressor fixed ASAP free of charge.
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20313380