Complaints

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

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• 

  AAA Northern New England

  68 Marginal Way Portland, ME 04101-2444

• 

  AAA Northern New England

  600 Center St Shaws Plaza Auburn, ME 04210-6311

• 

  AAA Northern New England

  147 Bath Rd Brunswick, ME 04011

• 

  AAA Northern New England

  PO Box 3544 Portland, ME 04104-3544

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:06/05/2023

  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.

  1. It took place on June 3rd, 2023 2. The amount of money I am requesting be refunded is $205.3. The nature of the dispute is that It wasn't disclosed by the agent, who assisted me and ordered the tow, that there would be a charge for it.4. I tried to resolve the problem when I discovered that I was being charged by the tow person. I called and spoke with a manager from AAA, who stated that it was not their responsibility to disclose to customers that they would be charged.5. My account # ****************

  Business Response

  Date: 06/06/2023

  Dear [Member's Name],
  I am writing to apologize for any confusion and inconvenience you experienced during the towing service provided by AAA on June 3rd, 2023. I understand that you are seeking a refund of $205 due to a lack of disclosure regarding the charges associated with the tow. I sincerely apologize for any misunderstanding that *** have occurred.
  I have confirmed that the information provided by our road service supervisor is correct. Charges for towing might not be proactively discussed prior to the arrival of the tow provider on location. It is the tow provider's responsibility to inform the member of the exact charges based on services rendered. I apologize if this was not made clear to you by our agent at the time of your request however we would have been able to provide further details on membership coverage upon request.Prices for towing services *** vary based on location or the responding provider so are subject to change. It is my understanding that the towing provider appropriately informed you of your membership coverage and towing fees for the requested service. Based on these policies, we are unable to extend a refund for the fees owed for the tow.
  At AAA, we take pride in providing excellent customer service and aim to be transparent in all our dealings. I regret that we fell short of meeting your expectations in this instance. Your feedback is important to us, and I assure you that we will use this opportunity to improve our processes and better serve our members.
  
  Sincerely,
  *************************
  AAA Northern New England Member Relations

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Melina

  I reject AAA's response because there was no transparency, and as a result I was not able to make a choice whether to use the service, for which I would be charged, or to call a friend.
  
  Furthermore, I have used AAA for several years and have always been told if or what would not be covered, and with this agent there was no mention of a charge or what is or not covered. When this has happened before, it always meant it would be covered.
  
  In addition, there is falsehood with a statement from AAA , here it is, "It is my understanding that the towing provider appropriately informed you of your membership coverage and towing fees for the requested service."  This is untrue, the tow person did not inform me of the charge until he unloaded my car. He went on to say, that it's AAA's agent responsibility to inform the customer of what would or would not be covered.
  
  Melina
  

   

  Business Response

  Date: 06/09/2023

  Hello ******
  Although I understand your disappointment, based on our policies, we are unable to provide a refund for the fees owed for the tow as you were charged the appropriate amount based on the level of membership coverage at the time of service. This is not a payment made to AAA but to the contractor who serviced you. As information is likely to change throughout the road service event it is the providers responsibility to advise and collect final payment. I do apologize that your provider advised you when the vehicle was dropped off and not prior to completion of service to clearly inform you of your expected towing fees.  
  However, your feedback is invaluable to us, and I assure you that we take it seriously. We will use this opportunity to review our processes and work towards improving our communication with members to ensure a more transparent and satisfactory experience in the future. If you would like you can review your AAA membership guide at  ************************************************************** as well our membership and branch specialists are available during regular business hours to advise of membership coverage upon request.
  
  Once again, I apologize for any inconvenience you have experienced, and I appreciate your understanding. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. We value your membership and remain committed to providing excellent customer service.
  
  Sincerely,
  *************************
  AAA Northern New England Member Relations

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Melina

  Hi,
  
  I am going by what has always been told to me from *** agents and the towing people through ***. For the few years I have been a customer with ***, I was told if there will be a charge you will be told over the phone prior to the arrival of towing service.
  
  With this tow service when I called. I was told someone was on their way, with NO mention of a charge.
  
  Here is a quote from my recent towing person"hi ******, what is your last name and home address for filling out an itemized receipt.  Do you have a name of who is telling you that at ***?  If so I can report them to my rep, I asked *** if they had a policy change on that, and I was told that 'No absolutely not, that is the *** dispatchers job to inform the customer.' 
  
  Sincerely,

   

  *************************
  
  
  

   

• Initial Complaint

  Date:05/25/2023

  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.

  On Saturday, May 6th, 2023, a AAA was dispatched to my home to assist with my electric vehicle which would not disconnect from its charger and needed to be towed to the dealership for service. The dispatched technician was incredibly kind and helpful, but unfortunately managed to damage (rip the handle off of) the emergency release cable for the charging port, located at the bottom of my trunk. He immediately reported this damage to his dispatcher so that it was on record.The following Monday, I called in to report the damage to AAA and request reimbursement, as I learned that without this part being fixed, I am unable to charge my vehicle with a Level 3 fast charger and, thus, can not use it for long trips. Upon making my report, I was informed that the case would be assigned to a supervisor and that I would receive a response within 5 business days. Having received no response, on "business day 6" I called back and was informed by the call-taker that they had no access to view claims that had been filed and that AAA's assignment and response time to claims of this nature is **** business days, a number that differs from what I was initially quoted.Today is Thursday, May 25, 2023. It has been 13 business days since the damage claim was filed and I have still received no communication from AAA, no clear way to follow up or case number, nor a path forward toward resolution. Meanwhile, I have a vehicle that was purchased two months ago that I am unable to use for its intended purpose. I understand errors happen but it's unacceptable that AAA is failing to follow through on their own policy regarding case assignment and communication. I'm requesting immediate follow-up and resolution from AAA so that I can repair my vehicle and go back to using it for its intended purpose.

  Business Response

  Date: 05/30/2023

  Dear *******************************,
  I would like to express my sincerest apologies for the inconvenience and frustration caused by the recent incident involving your electric vehicle. I understand that the damage caused to the emergency release cable for the charging port has severely impacted your ability to charge the vehicle and use it for long trips. This is not the level of service we strive to provide, and I assure you that we take your concerns seriously.
  Upon being notified of the damage, I immediately requested our case handler, ***, to reach out to you to review the situation and work towards a resolution. I apologize for the delay in our response and the misinformation provided regarding the timeline for addressing your claim. I understand the urgency of the matter, and it is our top priority to rectify the situation promptly.
  We are committed to providing you with the necessary support to repair your vehicle and enable you to use it for its intended purpose. Your patience and understanding are greatly appreciated as we work towards a satisfactory resolution.
  Thank you for bringing this matter to our attention, and please be assured that we are taking immediate action to address it. We value your membership and will do everything in our power to make this right.
  Sincerely,
  Matheau Downs 
  AAA Member Relations

  Customer Answer

  Date: 06/24/2023

  To whom it may concern:
  
  I have been contacted by the business and reimbursed for the damage to my vehicle, in response to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  *******************************

• Initial Complaint

  Date:03/26/2023

  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.

  While entering ************, just before the stop sign, there is a massive and I mean massive pot hole. This pot hole, I've dodged several times but, our wintry mix has it filled. I am now left stranded. Thankfully, I was able to slowly get my vehicle into the closest parking spot at 711. This pot hole has caused quite a bit of damage to my vehicle. (Rear passenger wheel, 2 tires and a tie rod/ball joint. This is going to be astronomical. When requesting a tow, I'm given a repeated estimated _estimated time of 11:55pm. After that time passed, I contacted an agent. The agent calls and tells me there's nothing AAA is able to do tonight, at all. However, they are able to come out in the morning around 8am or 9am. In all reality, i received a call so she could close the ticket. She was very nice enough to share that information with me but, really???? I have several issues, with this. First of all, I PAID for the top service you provide. I'm wondering why, when there's absolutely NO ONE in my area supposedly. I pay for premier to be treated as premier. So, I would like to know how in the world I am supposed to take care of this. This is our only vehicle. I am permanently disabled AND we are currently living in a hotel, after living in a house we called home for the past 2 years our former landlord lied making the court rule a "no fault eviction". This truly couldn't have happened at a worse time, to be completely honest with you. The cost of these repairs are absolutely insane and I question how this will be taken care of.... asap? Seeing as how this is not my fault in any way shape or form, and our vehicle is our only form of income at the moment, please have a solution asap. Thank you for your time. I need this to have prompt attention please and thank you..

  Business Response

  Date: 03/30/2023

  I write in reply to this concern. Member is a member of AAA Northern New England. I have forward this to the member's home Club. Member could also contact their home club directly at ************

  Business Response

  Date: 03/31/2023

  Dear *********************,
  We would like to extend our sincerest apologies for the inconvenience caused to you by the unavailability of our towing service at the time of your request. We understand that your vehicle had suffered significant damage due to a pothole, and the delay in providing assistance must have caused you a great deal of stress and inconvenience.

  We would like to assure you that we take your concerns very seriously, and we are committed to providing you with the highest level of service possible. Unfortunately, due to unforeseen circumstances, we were unable to dispatch a tow truck to your location at the time of your request.

  We are pleased to see you that we were able to provide you with the necessary towing service the following morning when a tow provider became available without you needing to be present. We hope that this helped alleviate some of the stress and frustration that you must have been feeling. As a gesture of our commitment to your satisfaction, we will remove the call from your yearly entitlements.
  
  Thank you for bringing this matter to our attention. We value your 2 year membership and we are committed to serving you in the best way possible.
  Sincerely,
  *************************
  AAA **************** Representative

• Initial Complaint

  Date:03/07/2023

  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.

  On 3/7/2023 I contacted AAA Northern New England on the advice of AAA *************. I continually attempted to explain the circumstances of the call to the agent, **** who became so frustrated and unable to control his behavior that he repeatedly screamed at me. I asked him repeatedly to lower his voice, not speak over me and allow me to explain the circumstances. When I asked to speak to a supervisor he agreed and then told me to stop when I said thank you. This is an absolutely inexcusable way to behave and was completely uncalled for.

  Business Response

  Date: 03/08/2023

  Hello Mrs. ********
  
  AAA takes pride in providing prompt and professional service to each and every member. We strive to provide the highest quality of service.  Regrettably, your recent service did not meet our standards for quality and for that we apologize for any inconvenience we may have caused you.
  Your membership in our organization is important to us and our goal is that you are totally satisfied with your road service experience.  We understand that we cannot change your recent experience but be assured that AAA Northern New England is committed to providing you legendary service whenever you may have occasion to call upon us again.  AAA apologizes for the behavior and conduct of our responding agent. We will review the interactions and follow up where appropriate.
  If you have any questions or concerns regarding your services, please call or email. 
  Thank you for being a AAA Member, we value your feedback.  
  
  Sincerely,
  
  *************************
  Member Relations
  AAA Northern New England
  Email:  *************************     
  Phone: **************

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   I would like my membership fee refunded. No one deserves to be treated the way I was and this would demonstrate a minimum level of real accountability. This request was listed in my initial complaint. 
  
  Regards,

  Lauren

   

   

  Business Response

  Date: 03/09/2023

  Dear ******,
  Thank you for bringing your concerns to our attention. We understand that you are dissatisfied with the treatment you received from our employees, and we take this matter very seriously. We assure you that we will thoroughly investigate the behavior of our employees in this matter and take appropriate action if necessary.
  However, we are unable to refund your membership fee. We apologize for any inconvenience this may cause, but we hope that you understand that refunds can only be provided in certain circumstances and the behavior of our employees does not constitute grounds for a refund.
  We are committed to providing our members with the highest level of service and support, and we will do everything we can to ensure that your future experiences with us are positive and satisfactory. If you have any further concerns or questions, please do not hesitate to contact us.
  Best regards,
  *************************

• Initial Complaint

  Date:02/28/2023

  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.

  On January 25 ******************************************* a snowstorm. I called AAA and they said they would send a tow truck right over. 4 and 1/2 hours later there was still no tow truck. I called again they said someone had canceled it but they don't know why. They sent the tow truck. I lost almost a whole day of work because of this oversight. Even worse, the tow truck that came damaged my ****** Rogue. I have pictures of before and after. I would like to be refunded all of the charges I have spent for AAA, to help toward my missed work. I would also like AAA to help me get my money that the tow truck business owes me. They keep saying they will send it but they never do. The tow truck company has all the pictures and the quotes from ******************. I would like $75 and $53 refunded from AAA This is what I paid them that day. Or if AAA prefers they could pay for the damage to my car.. maybe they have insurance that covers that. I have called AAA five times to put in a claim for all of this but I never hear back. Thanks.

  Business Response

  Date: 03/06/2023

  I write in reply to this concern. Member is a member of Club 036, Member would need to contact their home Club AAA Northern New England. ************

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below;  better ****************** request to them could I please have their address so I can enter a new one in reference this one?

  A phone number won't be enough. I find it very confusing how AAA has a local office that we cannot utilize but that is fine I can send this report to wherever I need to. Thank you.

  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/07/2023

  AAA Northeast is in receipt to this concern; we are not affiliated with AAA Northern New England. We have also sent this to your home club. 

  Business Response

  Date: 03/08/2023

  Hello ********************
  
  Thank you for taking the time to report this issue with **.
  Reviewing your claim I see damage case **** was initiated on January 23rd 2023. On January 25th you were in contact with our Contract Station Supervisor ***************************** to review and resolve. I see we requested photos and documentation for resolution. Your claim was closed after 4 weeks without receiving the requested documents.
  I have reopened your claim and elevated it again for review with a different case handler who will be in communication shortly.
  
  AAA apologizes for any inconvenience this may have caused. We look forward to getting this issue resolved as quickly as possible.
  
  Sincerely,
  
  *************************
  Member Relations
  AAA Northern New England
  Email:  *************************     
  Phone: (207)-780-6866Tell us why here...

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Sorry I had to reject this again, my 10 days is almost up so I had to. We still have not been rebated the two AAA costs, my husband missed almost a whole day of work due to someone at AAA cancelling the tow truck while he was stuck out in a snowstorm on a dangerous road. The work he missed that day cost us far more than those two charges.  ***************** is helping us with the damages to our vehicle though and has been really nice to work with. He is a very good employee, AAA is lucky to have him. I am not sure if this will go through yet either though. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/20/2023

  Good morning *****,
  We apologize for the inconvenience and frustration you have experienced with your emergency road service experience. We have reviewed your case and are glad to inform you that we will be able to refund the $75 same-day service charge back to your account.
  However, we regret to inform you that we will not be able to refund the $53 membership fees as they are an administrative cost not associated with the road service event.
  We sincerely apologize for this inconvenience and want to assure you that we take such incidents seriously.
  If you have any further concerns or questions, please do not hesitate to contact us. We value your membership and appreciate your patience and understanding.
  Sincerely,
  *************************
  Member Relations
  AAA Northern New England

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I would like both fees rebated please, and maybe even the costs I lost at work now that I think about it. I still don't know why someone would have cancelled my tow truck when they knew I was there waiting for it. This has been a nightmare and I have wasted so much time on this. My car is still damaged too from the two truck. 
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/16/2023

  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 called to receive AAA service like a do every year. Someone (******) contacted me to say they had a great discount I called them to get no answer back after leaving 3 messages. I called a different number and got MacKenzie. Told him I wanted to receive same as last year AAA Plus with Motorcycle. Apparently pert supervisor ********* she said I did not have motorcycle last year, in either case I asked ********* for a quote with the motorcycle. He gave me a quote I paid the quote and now they are saying I owe $31 more because it did not include motorcycle. I'm sorry but he gave me the quote I paid the quote on his say so I don't know the rates or discounts. Per ********* they can't listen to the calls which is weird because they listened to a call back in 2020 when I was then quoted for motorcycle. All I want is for the motorcycle to be added to the quote I was given based on the phone call with *********. I pay immediately when given the quote I don't wait a day or two so it's not like I called back 10 days later to say oh I guess I'll accept your discount now. That would not be right but when he gave me the quote I said ok let's add AAA and that's what we did. Not my fault their representative quoted this wrong. All I want is for them to finish the quote and deliver the information that was placed.

  Business Response

  Date: 02/16/2023

  Good afternoon, ***************************,
  
  
  Thank you for taking the time to report your issue with renewing your AAA membership. AAA takes pride in providing prompt and professional service to each and every member. We strive to provide the highest quality of service.  Regrettably, your recent service did not meet our standards for quality and for that we apologize for any inconvenience we may have caused you.
   Reviewing your records, I do not see additional RV benefits being applied to your current membership nor being a past benefit.Your membership dues at this time appear to be paid for in full for the plus level coverage which was received on 2/6/2023 at the same level of coverage as the prior year.
  If you would like to upgrade your membership to include RV level coverage, please reach out to our membership department at ************* and they will be able to upgrade and collect payment. Although the cost of RV is $31/year (this rate is increasing to $32 in March 2023) this also does receive a proration through the membership year and the amount may vary depending on relation to your renewal date.
  
  
  
  
  
  *************************
  Member Relations
  AAA Northern New England

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Apparently you didn't understand my complaint.  ********* quoted me for PLUS AND MOTORCYCLE and that's why I took the deal. Has nothing to do with the past year it has to do with this year and the quote I was given.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:10/31/2022

  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.

  Sept.25th 11pm my 18 year old sons car stopped working on the way back to college.( eventually found out electrical issue) he was stranded on the interstate ,1st using the automated system which said help would be in 1hour which was FALSE & was told eventually by reps ******* had nothing for him! maybe after 7am I ALSO spoke to them & was also given the same excuse & to find someone & MAYBE will get re-imburessed.That started a LENGTHY ordeal of retrieving my son who was NOT SAFE. Drove him back to college , found lodging since was up all night & finally after ******** calls that there would be someone to tow, I spoke to driver who was great but could NOT find my car because within the 4 hours away from the vehicle the state had IMPOUNDED to the tune of $337.40!! Still now waiting for the tow back to dealer the supervisor solicitated a local business to fix for a discount!! Eventually the car was towed yet to the wrong location so that again had to be another service call. I have tried to resolve or speak to someone at AAA only to receive a letter stated no reimbursement along with a pamphlet of the Member Guide. The fact that each time I called they always asked are you safe? I can honestly say NO!! The sole purpose of AAA is to assist & take out of ***** way, I am thankful to have reached him in the middle of the night, on the side of the ride, in the rain, with just hazzard lights at 2 in the morning & was able to get him to safety.I am hoping this complaint will finally come with a resolution

  Business Response

  Date: 11/01/2022

  I write in reply to this concern. Member has a membership with AAA Northern New England. I have forward this to the member's home Club. Member could also contact AAA Northern New England at ************

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  I already received a form letter from the ********** office only focused on on part of my complaint with no resolve . The fact that nobody has spoken to me directly or returned any of my correspondence is quite disappointing.Still the fact remains that you provide a service which we pay for & you have simplify not fufilled your obligations . No one was able to get my child to safety and left him to him stranded in the middle of the night !! Not SAFE which created a Whole Slew of situations going forward through this whole ordeal 
  Regards,

  Kara

   

   

  Business Response

  Date: 11/02/2022

  I write to acknowledge the complainant's rejection of our reply.

  
  We have reviewed our database and, there are no record of the complainant being a member of AAA Northeast. We also do not have any records of service for the complainant on 9/25. The complainant will need to contact their home AAA, which is AAA Northern New England. 

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Included is a copy of my AAA card where it clearly shows I am a NEW ENGLAND AAA PLUS member. Also enclosed is a letter I received showing the date of service in September. I also received a check 11/1 for the impound amount refund of $ ****** So I am not sure why there is any question to my complaint. So now I am waiting for the resolution on the hotel expense to retrieve my son & for the adjustment in the over mileage payment..I have done my due diligence on resolving so now AAA needs to make the strides to resolve
  Regards,

  Kara

   

   

  Business Response

  Date: 11/07/2022

  Dear *********************
  Thank you for recent request for reimbursement. I see the requested amount of ****** was approved for reimbursement on 10/24/2022 for the impound fees resulting from the police impound. We apologize that we are unable to reimburse you for the hotel accommodation charges you accrued. AAA does not reimburse for services that we dont provide. Your Plus membership does not cover you for hotel stays due to roadside service delays.
  Although we were unable to assist you fully this matter, we value you as a member and look forward to being able to assist you in the future.                                                                                                                                                                                                                                                                                                                                                                                                                                                                            
  
  Sincerely,
  
  *************************
  Member Relations
  AAA Northern New England

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  *************, I tried to resolve this matter with you directly and personally yet you did not even give me the courtesy for you to respond to me, if you need documentation of me sending you emails it was around October 25th.I am looking for re-imbursement for the hotel NOT that it wasnt a service within my membership but for the fact I had to get a hotel not for DELAY of your service but simply the fact at the time AAA SAID they could not even Help My Son on the side of the road at 11pm & me not able to reach him and get him safely till around 3am. I would however thank you for granting a refund for the IMPOUND FEE.. However, since receiving that piece of paper I have lost the check so if you could please stop payment on that one sent & re-issue another one that would be most helpful to getting one step closer to a res[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kara

   

   

  Business Response

  Date: 11/08/2022

  *********************,
  A check cancel reissue has been submitted to our corporate office for redistribution. 
  
  Again, I apologize we are unable to assist further in reimbursement for hotel or travel accommodations. AAA does not reimburse for these costs or costs associated with delays in service.  
  
  
  
  *************************
  Member Relations
  AAA Northern New England

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased a new auto battery from *** with a 3 year warranty in September 2021. The battery worked well for the first year, but suddenly died early October 2022. A co-worker jumped started my vehicle and I thought driving it for a while would help to re-charge it. No go. It would never restart. It was beyond dead. I called *** and they sent ***************** out to test the battery. I expected they would replace the battery because it was under warranty. The battery was so dead that the testing equipment could not get a read on it. It just said "Analysis Not Available". *** stated that unless the testing equipment says bad battery they will not replace it. I called several times and lodged a complaint with *** and the only recourse I had was to take the battery to one of their *** affiliates to have it re-tested there was nothing they could do. I took the battery to ***************** in *******, ** to be tested and they had my battery for over a week. They finally tested it with the same testing equipment and said it tested as a good battery. I explained that the battery will hold a charge until it is "under load" (something draws power from it) then it completely dies and must be boosted/recharged to be operable. I asked the mechanic who tested the battery if he tested it UNDER LOAD and he stated he only tested it with the *** testing reader.Fortunately, I was in a position that I could purchase a new battery NOT FROM ***, I think it is shameful that they will not honor the 3 year warranty. I feel it necessary to report this because I cannot be the only *** customer who has had to face this issue. Others who have been subjected to this same treatment from *** may not so easily replace their auto battery and this could create a serious hardship. *** needs to be held accountable and their so called "testing equipment" should be investigated for its efficacy.

  Business Response

  Date: 10/28/2022

  ***********************,
  Thank you for taking the time to report your issues experienced with trying to get your AAA battery serviced via AAA ********************** under warranty. 
  I have elevated your case to ***************************** our local Contact Station Supervisor and he will be reaching out today to discuss this in more detail.   
  
  Your membership in our organization is important to us and our goal is that you are totally satisfied with your road service experience.  We understand that we cannot change your experience but be assured that AAA Northern New England is committed to providing you legendary service whenever you may have occasion to call upon us again.
  
  Sincerely,
  
  ************************* **************
  Member Relations
  AAA Northern New England
  
  

  Customer Answer

  Date: 11/08/2022

  AAA representative did contact me.  He apologized for the fiasco (no other way to describe it) and offered to reimburse me for the cost of the battery.  That is all I ever wanted, but their horrible practice of so-called battery testing prevented an easy ******** solution.  I appreciate their response and the reimbursement check.  The cherry on top would be for them to revise their policy.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/11/2022

  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.

  Placed a call for help with AAA. NOONE ever came. AAA did not call indicating that ***** would come. We had a bad battery in car. Had to take a taxi to town to/from town to buy a battery and install it myself to get it going. AAA said when we called again that they could reimburse for the battery cost. I filed the form for reimbursement and it was DENIED.Denied because they said it was not an AAA installed battery under warranty.I believe since we got NO service from a paid AAA service and since AAA said I could get the battery cost reimbursed that they should reimburse me the $235.31 for the new battery.This is what AAA said:Hello *****. The reimbursement process itself is intended for covering reimbursement for a AAA battery replacement when received outside of network and not for reimbursing for the cost of a new install or for non-warranties. AAA Northern New England itself dont cover the cost of batteries, the cost paid to Auto Zone for the battery is comparable to the value of a AAA brand battery at $199. The additional sales taxes and fees are also costs we wouldnt be able to reimburse for. Im sorry if you were led to believe these were costs that we would be able to cover. Our agents should be advising that the request is for reimbursement consideration, however further review is always required. Again Im sorry that there isnt more I can do for your reimbursement. Outside of AAA, you may want to look into the original battery manufacturer that was replaced. I cant speak to other brands, however AAA Batteries have a 6 year warranty, and many other battery manufacturers have similar warranties that you may qualify for. Thank you,***************************

  Business Response

  Date: 10/12/2022

  Dear ********************

  As previously discussed, we do not cover the cost of batteries for your vehicle. If a *** battery was purchased through *** under your membership, we cover the warranty on that battery, but not out of pocket costs for a battery purchase outside of the *** warranty.  
  
  I have taken the liberty of attaching a copy of your *** Membership Guide for your review.
  
  I am sorry we could not be of further assistance with your request for reimbursement.
  
  *************************
  Member Relations
  AAA Northern New England

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Below is the *** Battery service.

  "In areas where the service is available, a *** Mobile Battery
  Service technician will test and assess the vehicles battery and electrical system. If the existing battery fails the test and the member would like to
  have the battery replaced, the member can purchase a *** battery."

  We were never contacted by *** to have a service tech test and assess the battery. The battery was dead as we determined it.

  We had no chance to purchase a *** battery.

  With regard to the service being available in certain areas and times, the *** agent we spoke to scheduled a service call, but the service

  tech never came and *** never called. It is incumbent on *** to know where service is available and not mislead customers. 

   

  *** MOBILE BATTERY SERVICE
  *** ********************** is a mobile battery testing and replacement service. In areas where the service is available, a *** Mobile Battery
  Service technician will test and assess the vehicles battery and electrical system. If the existing battery fails the test and the member would like to
  have the battery replaced, the member can purchase a *** battery. The technician will install a new battery, if available, that meets or exceeds
  the vehicles original specifications. All batteries come with a 3-year free replacement warranty valid in the U.S. and ******. *** Mobile Battery
  Service is part of Roadside Assistance for *** members, generally provided by independent service providers, and is only available in select
  areas during select hours. Batteries and battery warranties are provided by independent suppliers. The battery test and replacement service
  count as one of the members four allowable service calls per membership year. Batteries are available for most makes and models. Battery prices
  vary depending on vehicle make and model. Warranty valid in ***************** and ******. Copies of the warranties are available for inspection
  from the technician at any time upon request. Membership Roadside Assistance terms and conditions apply to *** **********************.

  
  Regards,

  *****

   

   

• 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.

  Broke down in July in *******. Called for a tow. I was waiting for almost two hours and no truck even though the app said it had arrived over an hour ago. Called AAA three times and was told everything from the call was never made to the truck was just dispatched to they had no record of me calling for a tow. Finally called an independent tow to get me to a repair facility. Went to the local AAA office to get reimbursement paperwork. Filled it out and mailed it over six weeks ago. Ive called numerous times to find the status of my claim and get transferred to a number that always has a full mail box every time i get transferred. That is, when i dont get disconnected. Getting tired of being told that is the only number for reimbursements or that there is nothing they can do for me.

  Business Response

  Date: 09/20/2022

  Dear *****************************,
  AAA takes pride in providing prompt and professional service to each and every member. We strive to provide the highest quality of service.  Regrettably, your recent service did not meet our standards for quality and for that we apologize for any inconvenience we may have caused you in July while in *******.  
  I have made an inquiry with our reimbursement department for an update on your reimbursement request. At this time, we have not received record of your reimbursement paperwork and are reviewing paperwork received from the week of 9/5/2022.
  Given this is beyond the standard 20 business day expectation, if you can directly E-mail me a copy of your receipt, I will forward this to be expedited to one of our Reimbursement managers.
  My direct Email address is *************************
  Again, I am sorry for the delay but thank you for providing this feedback, I look forward to hearing from you shortly.
  
  Sincerely,
  
  *************************
  Member Relations
  AAA Northern New England