Complaints
This profile includes complaints for AAA Club Alliance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 325 total complaints in the last 3 years.
- 116 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/06/2024
Type: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 contacted AAA to have my vehicle towed. AAA said they coulld send a trained professional out to check my car and see if it was the battery or something else. The technician came out and said my battery was dead. Advised the battery cost was $218.57 I paid for the battery. The nedxt day my car started to shut down while driving. First the radio went off then the air shut off, then I could not roll my windows down or unlock my door. I was on a 4 lane road way getting ready to enter a highway when my car shut off. AAA tow truck driver out and said it was my alternator, my car was towed it was confirmed again it was never my battery but the alternator. I have tried relentlessly to resolve this with AAA to receive nothing but the run around and broken promises. Call backs after the times promised. AAA is taking membership money for a capacity of members they are not able to handle as agreed upon in the membership. AAA is committing fraud to its members not properly checking batteries when such service is being sold to members. I could've been on th highway when my car shut down, seriously injured ir not killed or cause harm to someone else. I want my money refunded to me for the battery. Had AAA contacted me right away they could've just returned my battery they took out my car but its been 2 weeks. No company should be advertising or selling a product if they cannot provide the proper service in which they are selling. AAA should not be enrolling new memebers with fees paid if they do not have the capacity and fleet to properly handle the current members for the services they advertised
Business Response
Date: 08/24/2024
A check has been requested for the amount of the battery and should arrive in 7-15 business days.Initial Complaint
Date:07/28/2024
Type: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 road side assistance membership with AAA. My policy includes a free battery every 12 months. I signed up during a special offer that is no longer offered. I have not needed a battery yet for my vehicle, however, AAA will not allow me to view my policy. When I have attempted to obtain my policy online, I was told I had the incorrect date of birth. Therefore, I contacted the customer service number who verified that my date of birth in their system is my correct birthday. I was told that I needed to contact IT department to fix this. The customer service employee repeatedly asked "to go over my policy with me on the phone." I told her that would not be necessary, I just needed the document so I can look over it. AAA will not show me my policy because they do not want to pay for another battery in the event that I require one. I have had to pay for several batteries since I purchased the policy, however, was only informed that I have the Primer Battery package policy by a former employee of AAA fairly recently. My membership is still active, but AAA is refusing to allow me to view my own policy as evidenced by not allowing me to view it online or via telephone, I receive an error message "your birthday is not accurate to our records, call this number." The customer service lady can clearly see my policy as she wanted to go over it with me on the phone. I would like access to my policy which I have been paying for since 2021. I called IT and nobody will answer my call. I was left on hold for over an hour which is obviously intentional. Please assist. I have not mentioned to AAA that I am in need of a new battery because I read about this scam of theirs online. I have simply just inquired to see my policy, but they are refusing to provide my own policy to me that I have paid for since 2021. I spoke to AAA membership service associate on 7/28/24 around 0200. My membership number is ***********13009. Every other member has access to their policy.Business Response
Date: 08/12/2024
Our Member Relations Supervisor sent Mr. ******** a response email.Initial Complaint
Date:07/16/2024
Type: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 member of this club and I had my car towed to have it repaired on 7/15 and I was informed that it would cost me $2600. I was also informed that if I was planning to move forward I would have to remove the car off there premise or pay a fee. I called AAA and the informed me that it $90 surcharge and this was classified as a “ retow” . I look over my policy and I could not find anything pertaining to this term. I google it and I didn't received any results. I have several tows available and I upset that AAA would take advantage of me. My vehicle can not be driven and what is the purpose of having a tow service.Business Response
Date: 07/19/2024
The reason for the charge is due to our one tow per disablement policy located in our member benefit guide. It states:
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.
Customer Answer
Date: 07/24/2024
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: 21996053
I thought that my car need transmission fluid but I needed a transmission. How does a customer navigate through this process? I have several tows available so do I get a rebate if I don't use them. What is the purpose of paying $220 a year if you can't use them when needed.Business Response
Date: 08/13/2024
We provide emergency roadside assistance to assist you when the vehicle is discovered to not be operable. We will tow the vehicle to a place of repair or your residence as requested. Once it is towed there it is not covered to be towed again as that is not considered an emergency. This is considered a convenience tow. We will still cover a service call for another vehicle or service for another issue.Initial Complaint
Date:07/13/2024
Type: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 Feb 10, 2024 I had my car towed from my residence to another residence. My left emergency brake was stripped. It no longer worked. It was done by an employee of AAA’s contracted towing company, Elite Towing in Cincinnati Ohio
I was asked to get a an estimate for the repair. The first one was from a AAA affiliate mechanic, *** ********* that estimate was $1074.48. That seemed very high to me so I decided to look for a lower estimate even though that was not asked of me, and I found one for $552.40. AAA still decided not to pay for the damage and their reason was the age of my car. AAA suggested that I reach out to Elite Towing, which I called several times and left a message and they will not return my phone call. I had no idea that *** ******** was going to attach a dog whistle that I believe caused a prejudicial outcome. When is it OK for corporation not to pay for something that they broke because it is old? I don’t understand that. This is my car…I have been a loyal club member with AAA for 13 years.Business Response
Date: 07/19/2024
The damage claim was denied by the provider. The provider stated that the driver used the emergency brake in the way that it was designed. The part failed due to age and state of repair not because of neglect on the part of the driver. This is an independent contractor and AAA is not liable for damages as stated in our member benefit guide. The member was provided the contact information if they choose to subrogate further.Customer Answer
Date: 07/30/2024
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.
Regards,Complaint ID: 21985609
Initial Complaint
Date:06/24/2024
Type: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 7/1 I used AAA to tow my disabled car. AAA canceled 2 tows not informing us that they did so or why, leaving my diabetic wife and myself stranded on the side of the highway for over 24hours. Her diabetic medication that needs to be kept below 86 degrees was in the hot sun for over a day. That night a hail storm came through and damaged my front windshield while we were told to wait for a tow that was canceled by a club other then my home club. The next day after finally getting a tow they told the driver we didn't have plus membership and now owe the tow company milage and storage fees. We were told before the tow from our home club when 1st tow was arranged milage would be covered because we were Kansas club.Business Response
Date: 07/03/2024
We attempted to locate a call for the member but do not show a service call after 6/28/24. Did this happen to take place in another area?Customer Answer
Date: 07/10/2024
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.
I have attached documents that provide my view on the matter.
**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: 21852878
Business Response
Date: 07/19/2024
The member joined AAA the same day that he needed service. The member did have to pay a $65 same day service fee which allowed him to use his membership. However there is a 7 day waiting period for any benefits above the classic level. Because the member was in that waiting period, the member was only covered for 5 miles of towing. Any miles over the covered amount would be subject to an over mileage rate determined by the area the member was in. We apologize for the delays but the charges are valid.Initial Complaint
Date:06/08/2024
Type: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 do not want to receive anymore solicitations from this business. Remove me from the mailing list immediately.Business Response
Date: 06/11/2024
Dear BBB,
Thank you for contacting AAA. Per Ms. ******s request we have added her information to our Opt-Out list. Please note that it may take up to 90 days to complete her removal request. We appreciate her patience should she receive any AAA offers during this timeframe.
Please also note Ms. ***** has an active membership with an expiration date of July 1, 2024. She will receive renewal statements by mail. If Ms. ***** needs to make any other changes to her membership we ask that she contact us at 1-866-MEMBERS.
Sincerely,
AAA Member Experience
Customer Answer
Date: 06/11/2024
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.
******* had dementia and does not drive. I don’t want her receiving any mail from AAA for any reason.
**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: 21821114
Business Response
Date: 07/02/2024
If Ms. ***** needs to make any other changes to her membership, such as canceling, she should contact us at 1-866-MEMBERS.Initial Complaint
Date:06/07/2024
Type: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 June 5th 2024 I got a flat tire. Put on the spare, and I made it about one mile before the spare popped. Just my luck. So I used AAA's service request site to request a tow, and the estimated time for a tow was 90 minutes. No problem. 90 minutes later, I still hadn't been assigned a driver, or even received a phone call. Eventually I was called by someone from AAA who said they would get someone out to me and said that another driver had tried to call me but I didn't pick up. I checked my call logs and confirmed that I had not received any missed calls. The representative from AAA assured me they would get someone out to me. I decided that was unlikely. I was in a mall parking lot, not a difficult to get to area, so it was not far for a driver to come to tow me. I managed to get a patch in the tire, and I decided if it was still holding air in half an hour (2 hours after tow request) I would drive it to a local tire shop and get an uber home. Two hours after I initially requested the tow, I still hadn't been assigned a driver, so I called the representative from AAA to request cancelation of the tow and informed them I would drive the car to a tire shop and get an uber home. 2.5 hours after I made my initial request, I get a call from a tow driver who asked for some details about my vehicle as they were coming to get me. I told the driver I already canceled the tow from AAA, and I had patched the tire. The driver informed me that a couple other drivers had been previously assigned to my tow but didn't take the job.
Waiting 2.5 hours for a tow from AAA that never showed up is beyond unreasonable. I would like to cancel my membership and receive a refund for the membership, as they are clearly not able to service the Northern Virginia area.Business Response
Date: 06/12/2024
We had provided the member an estimated 90 min eta. The member ended up cancelling the call at 8pm when the service was requested at 602pm. We had a driver en route to the member at 730pm. We will be unable to refund the membership as the dues are non refundable.Customer Answer
Date: 06/17/2024
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.
If they really had a drive en route by 7:30, I would not have had to cancel at 8:00. If they had a driver en route, the driver would have arrived by 8:00, or at the least have contacted me. My issue is unresolved. The ETA was 90 minutes. 120 minutes later I still had yet to be contacted by a driver or had a driver show up.
Regards,
Complaint ID: 21816750
Business Response
Date: 07/03/2024
We have provided a response on the concern and consider that the final determination. The call was cancelled before the estimated time of arrival and we were not provided the ability to service the member. The membership dues are non refundable.Initial Complaint
Date:06/05/2024
Type: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.
After contacting AAA during an incident, I was assured that if I paid for the classic membership fee ($62) and the same-day fee ($65), I would be guaranteed service. I made the payment and was told help was on the way with an ETA of an hour and a half (4:11pm). That time passed with no calls or updates, so I reached out to AAA again. This time, I was told no one was coming and that AAA doesn’t have services in my area. They said there was nothing they could do and that I should find help on my own. Not only did AAA waste my time and money, but they also recklessly left me at risk by giving me false information and denying the service I paid for.Business Response
Date: 06/12/2024
The $65.00 Same Day Service Fee has been requested to refund and to allow 3-5 business days to show back to the original form of payment. If the member would like to cancel the membership and receive a refund please contact us as we are unable to cancel via this method of communication.Customer Answer
Date: 06/17/2024
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: 21809307
Initial Complaint
Date:06/03/2024
Type: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.
The customer service representative gave me false information my truck may have been damaged in the tow and got it to the AAA service center and said it wasn't nothing to do so they had me tow it there for nothing and the service center wasn't the nicest at all and now my truck is farther away from where it actually needs to be towed which will cost me more moneyBusiness Response
Date: 06/04/2024
The member's vehicle was towed to the dealership as requested at no additional charge.Initial Complaint
Date:05/02/2024
Type: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.
membership # 438 *** ********0 9 i needed a tow at about 11 pm and i was told it would be within 1.5 hours. after waiting almost 2 hours i called but was told that they still didn't get anyone to come yet. i waited some more but was then informed that it could be they will not be able to get anyone until 7 in the morning. at the end, somebody came at after 10 AM. this is totally unacceptable as i aid for 24 hour service and did not get that. i am therefore requesting a full or at least partial refund of the membership dues that were paid. thank you.Business Response
Date: 05/13/2024
I have called the member and left a voicemail with an apology and that we were removing the service entitlement due to the delay in service. My number was provided if member had additional questions.Customer Answer
Date: 05/13/2024
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: 21659822
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.