Complaints

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:12/21/2022

  Type:Product 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 AAA in San Francisco. I called to update my address when I moved to Thousand Oaks CA when I moved over 4 years ago. Occasionally AAA would call to offer Premier etc and I accepted. I also updated my credit card a few times.
  Nowhere in the process was I told that AAA is actually two separate companies in North and South CA. I have been duplicate billed for same service for 4-5 years!!! I called AAA and they said north and south is different and I should have cancelled North. No one told me that when I called for address change. I feel I was defrauded for duplicate service because I did not know, and was not told AAA is actually a bunch of different companies. AAA did not tell me to cancel, they just apparently took me as a new order, without notifying need to cancel the other company. Member service offered a year pay back, but this went on 4-5 years!! the company is not transparent in letting consumers know it is different companies and I want a full refund for the duplicate years. Membership ****************they even have my SoCal address on their latest bill to me!!!. I only called because I noticed my second person on membership was not named on the new card. Duplicate membership number **************** I am a senior citizen living on a fixed income and I feel I was duped because as a consumer I was not aware of inner workings of the company organization structure.

  Business Response

  Date: 01/04/2023

  Member also sent complaint to our office on 12/21 which was forwarded to AAA Northern California for review/response. Glenn L***** called Ms. ********** and left a message on 12/21/22 advising of additional refund ($357) but wanted to confirm her address before mailing the check. The check request was processed and Ms. ********** should receive her check in approx. 2 weeks. If further info is needed, please contact **************************. Thank you.
  

  Customer Answer

  Date: 01/05/2023

  ---------- Forwarded message ---------
  
  From: **** ********** 
  
  Date: Tue, Jan 3, 2023 at 6:09 PM
  
  Subject: Re: BBB Complaint Case# ******** *******************************
  
  To: Better Business Bureau
  
  
  
  
  
  Thank you. I emailed AAA CEO and he had them give me full refund for 4 years.

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service 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 have AAA Roadside Assistance through ******* and have had issues with a dead battery more than 3 times so I reached out to AAA customer service to request a full detailed report in writing showing the reason I called AAA Roadside Assistance each time. My initial call on 10/12/22 the customer service representative told me that she can see the detailed call log but she never heard of anyone asking for this information and would have to ask her Manager. She has all my information, since I am a AAA Member however, at the beginning of the call, they ask you to verify your identity. I also gave her my phone number along with my email address. PHONE CALL DETAILS:10/12/22 Spoke to ****, First initial call to AAA *************) customer service requesting detailed log. She was able to give me the information verbally DETAILS PROVIDED:4/1/21 = Jump start request 2/8/22 = Jump start request 8/2/22 = Dead battery, Tow request 9/23/22 = Dead battery, Tow request 10/19/22 Spoke to ****** - Case #******** She stated she sent the request to her manager to have the details sent to me 10/21/22 @ 3:00 - spoke with **** He told me he couldn't help me that I needed to call ******* customer service 11/1/22 spoke with ****** she told me, nobody at AAA has done anything prior to this call. She transferred me to ******, Team Leader who said he does not see any emails that went out any of the 4 times I called but he will document this call and I should hear back from them in 2-3 days. He said that I am entitled to this information and not sure why nobody has provided me with this yet. 11/3/22 ****** left me a voicemail stating they did not have my email address even though I provided it numerous times. I called back and spoke to ***** *************) gave her my email address and she stated she would pass that along to her manager.EMAILS SENT:11/3/22, 11/8/22, 11/10/22, 11/18/22, 11/23/22 & 12/1/22 - Requested my detailed log from Chelsea ***** sent to *********************************, Strategic Partership, RAP Account Administrator ********************************************************** ************ She sent me the Tow copies but not any detailed information for the other days and showing dead battery

  Business Response

  Date: 12/16/2022

  ********************************* provided documentation to ****************** on 11/3. However, she will contact ****************** and provide them, again.

  Customer Answer

  Date: 12/26/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Documents finally received showing detailed reason for my requests to contact Roadside assistance through AAA after numerous attempts and finally filing a complaint.
  See Attachment/File: Fw Proof of Service Receipts AAA Final copies.msg

• Initial Complaint

  Date:09/05/2022

  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 purchased Triple A Premium and spent over $200.00. I have been a loyal member since I 1986. I have not used Triple A in 11 years or more. I needed to use it on Thursday Sept. 1st for the first time with my current car. No one ever ever ever ever ever showed up, not even a phone call from anyone. As a matter of fact the next day Triple A still did not know or care about me being all alone with my car. They have no tow truck providers. All my neighbors on nextdoor are all saying the same thing. Should we start a Class Action Law suit for taking our membership monies for absolutely ZERO?????
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/09/22) */
  Our records indicate AAA Auto Club Group emailed the member regarding this concern on Sept 8. offering an apology and applying $200 AAA Dollars to her membership account which will be applied at her renewal. For further information, please contact [email protected]. Thank you.