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:11/11/2022

  Type:Customer Service 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 had a AAA membership for over 70 years. For a number of years I have had a Plus RV level membership for myself, and a gift Plus RV membership for my daughter. On her membership I have also paid for gift associate Plus RV memberships for each of her 4 high school and college age children. I spend over $400 a year for all of this. My daughter recently received a letter from AAA stating that they are cancelling her and her family's memberships "due to disproportionate use of services". None of them have gone over the stated 4 calls per year limit (actually far less than that), and the letter does not explain what they mean by this statement nor why they made this decision. When I called the telephone number they provided for people who have questions, the woman who answered refused to give me any answers. She said the decision is made by some sort of review committee, they do not provide explanations for why they make the decisions they do, no appeal of the decision is allowed, and she cannot refer me to anyone else for an explanation. Basically she said she is the end of the line. I am furious. I have been a good customer for many decades, and have always relied on AAA for prompt and courteous service. In the past couple of years their service has deteriorated -- they have been neither prompt nor courteous. But this takes the cake! I want an explanation for their decision to cancel the memberships, and a chance to dispute it if it is based on erroneous information. I also want the memberships to be renewed without further hassle.

  Business Response

  Date: 11/15/2022

  AAA - The Auto Club Group reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the AAA Membership Handbook, which states: Your annual AAA Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.
  
  Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18385520
  
  I am rejecting this response because:  AAA did not provide any of the information I requested. I asked that they provide the reason for cancellation, but they did not do that. Instead they sent a generic form letter response in which they make a general reference to "extreme" usage of their services but they give no specifics at all. And there was no extreme usage. If they are going to claim extreme usage, then they need to prove it by providing a list including each person who used the service, the exact dates and places that each use was made, and the type of use (tow, out of gas, etc.). I have been told by AAA representatives numerous times that each premium membership entitles the member to 4 roadside assistance service calls per year, including tows of up to (I believe) 100 miles, and any other roadside assistance needed. I purchased the memberships with that explicit understanding. There are 5 people on the membership they are cancelling -- the primary member and 4 associate members. Not one of them has had (or asked for) roadside assistance 4 times, and most of them had no calls at all. If AAA is going to cancel memberships on a whim, without one shred of evidence, then they are perpetrating a scam on their members. They need to be held accountable for their actions. They should not be allowed to hide behind their refusal to even consider an appeal or explanation of their actions.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2022

  The AAA membership for the complainant is active and in good standing. The AAA membership for a gift recipient of the complainant has been non-renewed due to an extreme use of services by one or more members of that household. If your gift recipient wants to request a copy of service calls rendered, please have them contact member relations at **************, option #1.

   

  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18385520
  
  I am rejecting this response:  See the e-mail I am sending separately along with attachments.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/14/2022

  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 was knocked off my payment plan due my card kept declining which was not my fault the reason being was that my agent kept putting the wrong zip code for my billing which caused my bank to decline transaction now Im left having to pay an increased premium.

  Business Response

  Date: 10/11/2022

  Dear BBB of ********, 

  This is not our Club Alliance member. Please forward this to AAA ******** for resolution. 

  Thank you, 

  AAA Member Experience 

  Business Response

  Date: 10/17/2022

  THANK YOU FOR YOUR FEEDBACK.  WE RECOMMEND THAT YOU EITHER CONTACT YOUR AGENT OF RECORD OR OUR MEMBER SERVICE CENTER FOR ASSISTANCE.  YOUR AGENT IS *********************** AT ************************************* / WORK - **************.  OUR MEMBER SERVICE CENTER IS **************. THANK YOU, AAA-THEAUTO CLUB GROUP

• Initial Complaint

  Date:10/06/2022

  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.

  During my lunch hour on September 8, 2022 I called AAA (membership # ****************) for a tow to a repair shop. AAA guaranteed assured me I would have service within 30 minutes this was a 2pm. Since the estimated time was only 30 minutes- I called work and told them I would be late as I was told my the AAA agent that I needed to stay with my vehicle. In the meantime I phoned my repair shop which was 2.4 miles from where my vehicle stopped and told them I would be arriving with my truck within the hour. After an hour and 1/2 I recalled AAA for a tow at which time I was given an apology for the lack of service and told the tow would not count toward my tow allotment and they would send someone out in another 30 minutes- I asked if there were another tow service or another arrangement that could be made since I needed to get back to work and was told there was none. I did not receive service until 5:45p.m. whereupon the repair shop was not closed and the car would now need to be towed to my home which I was told I would be charged $83 for the tow I would not have had to pay for if AAA provided the service I paid for and was guaranteed. I did call the next day and spoke to someone who claimed to be a Supervisor and she stated there was nothing she could do for me. I am requesting the $83 paid for towing that I had to pay for as well as, my full AAA membership fee of $86 for a total refund of $169. I can be contacted at ************ or via e-mail at ********************** This kind of service is UNACCEPTABLE and I would welcome the opportunity to discuss this matter in its entirety since I am limited to a complete explanation of the incident.

  Business Response

  Date: 10/17/2022

  We spoke with **************** on 10/17/22 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 10/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been agreed upon pending a check in the amount of $35 that is to be sent to my home address within 5-7 business days per ******** -the business was unwilling to pay for both tow bills although, it was due to their lack of providing the service I paid for  so I am left to accept and close this complaint.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2022

  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.

  Date: September 19, 2022 To: ********************* ******** Attorney General ********************* ********************************************************************************* ************ 1-800-243-0618 (Toll free in **)cc: ********************* *** 5 Chicago ********************* CBS 2 Chicago ************************* *** 7 Chicago ******************************* *** 7 Chicago AAA Motor Club ************************************************************************ Phone: ************ [email protected],com From: *************************** **************************************************************************************************************** Cell ************** AAA Membership Number 429 020 ********* 65 *************************** cc: Better Business Bureau re: Consumer Fraud Complaint / Consumer Price Gouging Complaint I am documenting this this formal letter of complaint due to consumer on behalf of AAA Motor Club for leaving me stranded on my last three roadside incidents.The last one being Saturday 09/17/2022 at 10:00pm. Stranded roadside with injury no response and when someone finally answered with a profanity laced tired stating, they dont handle that.Thankfully I have a second ** Motor Club membership where someone responded to the call and sent towing. AAA charges me $168.00 annually ** Motor Club charges only $108.00.This has transpired all has transpired in a three-year period. The initial one happened where I pulled into a gas station in ***** ******** in the summer of 2021 and there was a concrete pillar next the gas pump due to me being a large man my vehicle shifted and I could not close my door. So after being on the phone with AAA for a hour I spoke with a AAA Manager who said I was authorized to get a towing service and submit a claim to AAA she emailed the forms and authorized this service once the claim was submitted for $100.00 it was denied through the us mail.I was stranded in the winter of 2021 made a call from Chic

  Business Response

  Date: 09/20/2022

  I have sent this complaint to our regional supervisor in our emergency roadside department to contact the member.

• Initial Complaint

  Date:09/16/2022

  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 been a member for over 15 years and maybe used their services 4 times. I need a tow and they will not fulfill their obligation. I flew into **** from ********, drove across the state and bought a **** ************. After driving away from the purchase, I noticed a brake line leaking. So I called AAA for a tow. They explained it would take at least 2 hours to get to me. I explained this was acceptable however I needed to get back to ********** in order to catch my flight home to ********. I spoke with a tech, then a supervisor for the local club there and was told they wont cover it unless I am present with the car or the registration is in my name. I cant get the car registered because it doesnt drive! And I have to leave to catch the flight so I cant be present with the car and wait for the tow truck. The supervisor said the decisions was to be made from my local club and that they had no control over it. She then transferred me to my local club and the woman there told me it isnt their decision and that its up the club in the area my car is broken down to decide to tow or not. They offered no resolution. I now have to fly back to Colorado today. And then I will have to arrange transportation and buy another flight back and rent another car to drive over to my broken down car, call AAA, and wait there so that I can show them my ID! This is unacceptable. I want a refund for my membership.

  Business Response

  Date: 09/19/2022

  Please contact AAA ********.

• Initial Complaint

  Date:09/06/2022

  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.

  On 15 Aug , AAA deduct $153 from my account, I call them the ** said I will get my refund in 5 business days.. I have call since then , I was getting **** days I call today now its ***** days .. when I ask to speak to a supervisor I was place on hold for 3 hrs no one even came to answer the line .

  Business Response

  Date: 08/25/2022

  Dear BBB of ********, 

  AAA Club Alliance is unable to respond to this complaint.

  This complaint should be forwarded to AAA of ******** to resolve. AAA Club 020. Their phone number is ************. 

  Thank you, 

  AAA Member Experience 

  Business Response

  Date: 09/19/2022

  Membership Refunded via Credit ********** 08/30/2022 $152.00