Business Profile

Insurance Services Office

AAA Michigan

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Important information

Customer Complaint:
The complaints shown in this report reflect all complaints processed with the HQ location.

Complaints

This profile includes complaints for AAA Michigan's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

403 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

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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:07/21/2025
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.
The customer service is nothing more than a DEI hire completely incompetent at doing a simple job.******* and her bad attitude and lies helped me realize to never do business with a woke joke of a company as ***. Good riddance!!
Business Response
Date: 07/21/2025
Hello,
What is this regarding? Can you please advise and include policy and or membership number so we can look into this.
ACG-AAA
Initial Complaint
Date:07/11/2025
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 made a complaint before about unwanted junk mail that AAA persists in sending to me through regular mail despite my request to customer service representatives to take my name and address from ***'s mailing list years ago. That complaint # is 23443259-AAA. Again, today, I received a letter from AAA Livonia, Michigan. Writing on the envelope described it as "Personal & Confidential", in my opinion, a typical AAA ploy to get the recipient to open the junk mail envelope. I want ALL regular and e-mails to me from AAA insurance to stop. I want NOTHING to do with the company.
Business Response
Date: 07/11/2025
Hello,
Per review the customer has been removed from all ********************** and no mailings would go out regarding insurance/membership.
The customer does have a life ********************** policy and that is the mailing from that department. Due to having this type of policy mailings will go out.
AAA-ACG
Customer Answer
Date: 07/11/2025

Complaint: 23586899

I am rejecting this response because all mailings from AAA need to stop. Subdividing by departments is unacceptable to me. I want no mailings from AAA.

Sincerely,

****** *****
Business Response
Date: 07/14/2025
A request was sent to ******** to remove Mr. ***** from their mailing list. Thank you, AAA-The Auto Club Group
Customer Answer
Date: 07/14/2025

Complaint: 23586899

I am rejecting this response because I want to keep this case open. The statement that my name and identifying information will be removed from the AAA insurance mailing list is meaningless to me. Until I cease to receive e-mails from *any and all* of the divisions of *** for six continuous months as of today extending to January 14, 2026, AAA's latest response is not acceptable to me. I have no faith in the organization.,

Sincerely,

****** *****
Initial Complaint
Date:06/30/2025
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 have *** membership and people tamper with my *** membership account. On Friday, June 27th, someone put a $79 AAA membership charge on my credit card account. This is not the only time my credit card has been unlawfully charged from ***. I no longer want AAA.
Business Response
Date: 07/08/2025
***** ****
**********************
***************
Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. We tried contacting Ms. **** regarding her membership renewal. Unfortunately,was not able to reach her nor leave a voicemail. Currently, we have cancelled her AAA Membership effective 7/8/2025 with a full refund of $79.00. This refund will go back to her Master Card. Please expect to see a refund in ***** business days. If Ms. **** would like to speak with someone regarding her concerns, please contact the *************************** at ************.

At this time, we consider this matter to be closed.

Kind regards,
Member Relations
Initial Complaint
Date:06/28/2025
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 home owners insurance through ***. I have been a member for many years. My policy # is HOM701012409. My dry wall in the ceiling of my living room is caved in and the leaks have created black mold. The representative I have been contacting is names ******** *****. Contractors came and said there was black mold and pictures were submitted. The claim was filed may 4th and still nothing has been resolved. My wife **** *** is now in the hospital with pneumonia and she has lots of health issues. The black mold definitely contributes to lung issues such as pneumonia. All I want is for *** to pay for someone to fix the ceiling so there is no longer black mold. ******** ***** continues to ask for pictures or says she cant find them or constantly makes reasons why it isnt handled. She stated on the phone she quote has ADD and to submit the pictures again. It is now June 28, a month later after the claim was submitted and black mold is very dangerous. There was a check sent for ***** to repair the damage and the contractors quotes for the dry wall alone was *****. The roof quote was ******. I just want the damage repaired.
Initial Complaint
Date:06/25/2025
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 am writing to formally address a concern regarding my recent experience with your policy services. When I activated my policy, I was assured by your representative that it offered unlimited usage per year, with only charges applicable for miles over 100. However, when I attempted to utilize this service today, I was provided with entirely different information, which prevented me from using the policy as I had expected.This discrepancy has left me quite frustrated and confused. I find it increasingly concerning that companies seem to deviate from the commitments made to their customers. I would greatly appreciate your assistance in clarifying this matter and ensuring that such misunderstandings do not occur in the future.Thank you for your attention to this issue. I look forward to your prompt response.
Business Response
Date: 06/17/2025
Please forward this complaint to AAA Florida for review and resolution.
Business Response
Date: 06/25/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business Response
Date: 06/26/2025
06/26/2025
******* ********
*************************************
*****************

Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. We sincerely apologize for the confusion and frustration you experienced regarding the terms of the policy.
We understand how important it is to receive clear and accurate information at the time of activation. Our records indicate that while the policy does offer 3 service calls service per year for the Plus Membership, there are certain limitations including mileage allowances and potential overage charges beyond the covered distance, typically 100 miles depending on your membership level.

We regret any miscommunication that may have occurred and will be reviewing the interaction to ensure accurate information was provided. Please know our intention is always to deliver clear, consistent service and guidance to our members.
For your reference, detailed information regarding service benefits, mileage limits, and policy usage can be found in the Membership Handbook and on our FAQ page at ***********. We encourage you to review these resources for a full breakdown of your coverage.

If you would like to review your membership benefits further or have any additional questions, our ************** team is here to help. Please feel free to contact us at **************

Thank you again for reaching out. We value your membership and appreciate the opportunity to address your concerns.

Kind regards,
Member Relations
Customer Answer
Date: 06/26/2025

Complaint: 23467607

I am rejecting this response because: I am asking for a refund for this membership since this was not accurate information that was given to me at the time of purchase. I am not interest in *** any longer since I was told the membership had unlimited calls as long as I dont pass 100 miles. I am requesting a refund for the total amount I paid for this membership.

Sincerely,

******* ********
Business Response
Date: 06/27/2025
Hello,
We had IT review this to ensure there was no system issue. Unfortunately, has already denied the request for a refund.
AAA-ACG
Customer Answer
Date: 06/30/2025

Complaint: 23467607

I am rejecting this response because: I need a full refund for the year I paid I was given false information and I do not want your services. I need a full refund if you cannot then I will dispute with my bank.

Sincerely,

******* ********
Initial Complaint
Date:06/04/2025
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 purchased home and car insurance on 12-8-24 with the impression it would be cheaper than what i was currently paying. Apparently, 1 month later, *** decided to go to my house and have someone look it over or whatever they do (Which is new to me that they even do this and i wasnt told they would be doing this). If this is what they now do, WHY DID I WASTE ALL MY TIME telling the person everything they needed to know regarding my house? So, apparently they came back and told AAA my house was 1000 sq feet more than what i told the lady on the phone that was quoted. THAT IS 100% WRONG, and because of this it messed everything up with my escrow, which i had to pay an extra 1200 dollars and my house payment went up 150. It wasnt until 6-2-24 that i found all of this out. It took me 7 times calling them on monday to understand what had happened. I even had a 3 way call with AAA, my mortage and myself when i found out they charged me i guess 2300 and now they are saying 1783 for house insurance. I was originally quoted 1199 . They also told me i had to go online and fill out.....I'm not filling anything out. *** changed my policy and didnt even tell me: excuse me they said they sent me an email and text. What kind of service is that? The text only says their has been a change in policy, log in....it doesnt say my house insurance is going from 1199 to 2300 or 1783 or whatever amount because everything is messed up. I talked to ******** (***** employee number) on Monday, she said it would be ***** hours. Well its been over 48 hours and still havent heard back. How can AAA quote me a price and than change it without even questioning or calling me back and say: hey your house is 1000 square foot more than what i said: Common sense would say something isnt right. 1000 sq feet more. Plus you can look on ZILLOW to see which is ACCURATE contrary to what they say.
Business Response
Date: 06/05/2025

Good day, BBB.
We thank our policyholder for sharing this experience with ********* Insurance Association and apologize for the inconvenience described. Issue: The policy was increased due to the inspection of the home. Member has been unable to correct this, and agent has not responded. Resolution: Based on the evidence of the policy, the member's home declaration certificate, page 15,sent on 12/13/24, advises the member that the home will undergo an exterior home inspection, which could affect the premium. The member was sent a Notice of amendment mailed on 1/25/25 and a home change declaration on 1/25/25 that advised of a change to the premium effective 1/22/25. Member signed up for paperless communication and was sent a notice of new documents to view on ******* via email per our paperless agreement. No actual documents are sent via email. Our underwriting department requires "a copy of a report or City Public Record of the home must be provided to review the square footage". Our agent sent a follow-up email to the member today, 6/5/25, to advise on this information. Once this documentation is received, it can be reviewed by underwriting to determine if any appropriate changes are needed. We ask the member to respond to the agent to avoid other issues.
Thank you and best regards, AAA-The Auto Club Group
Customer Answer
Date: 06/05/2025

Complaint: 23419670

I am rejecting this response because:
My house isnt 3300 square feet. You can look on Zillow, realtor or any other website and see that. You can use them all as a reference. To change my policy, without my signature, approval or even worse my knowledge isnt good business. Somebody within *** shouldve contacted me, when making such HUGE differences. Nobody did. You all still cant even find the actual square foot of the house. How is this possible? But you are able to just change something that isnt/wasnt/ is totally wrong without even letting me know the significant changes that were totally wrong. Terrible.
Sincerely,

******** ********
Business Response
Date: 06/06/2025
Good day, BBB.
We thank our policyholder for sharing this experience with ********* Insurance Association and apologize for the inconvenience described. Issue: Member rejected the information given to him to provide documentation. Resolution: Our agent obtained the ** &A report showing the correct square footage, and underwriting updated the policy for the square footage. However,the policy was changed from brick to frame, and that remains the policy. The decrease was $332.49. We ask the member to respond to the agent to avoid other issues.
Thank you and best regards, AAA-The Auto Club Group
Customer Answer
Date: 06/06/2025

Complaint: 23419670

I am rejecting this response because whoever is writing these responses back are a complete joke that has no idea what the facts are. First of all your agent didnt obtain anything, they were giving the actual square footage BY ME, the first time was in 12-8-24 and yesterday they were given it again BY ME . Thats 2 times that was needed and AAA couldnt even figure it out, but you all were so quick to change the insurance policy wrongfully so and charge me more money. All you had to do is look at Zillow. Now you are saying my house is not brick? That is wrong again. Finally moving forward you think its good business/ acceptable to make significant changes in my insurance without letting the consumer know? Im sorry sending a email and text isnt going to cut it with most people. You have made this a terrible experience and you still havent fixed the issue. My house is brick. I was quoted 1199 and now my house insurance will be more than that and you people have been wrong about everything. Let me guess: you must be a Kamala ********** You sure do sound like one. You havent done nearly enough for me ***, still have it wrong and moving forward you all need to work harder when changing anyones insurance. You need contact people. Sending a email or text is weak and the reason why this terrible experience happened. Shame on you and your pathetic responses and ***** on AAA for being wrong not owning it and doing nothing more than they have to.

Sincerely,

******** ********
Initial Complaint
Date:06/03/2025
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 received a denial letter the first time it had the wrong reason I spoke with her and she said she would correct it the second letter had someone else name on it. Im concerned about the privacy act and the fact that Im not sure if I was supposed to be denied or not also concerned about my information being sent to someone else because I have someone else his name on my denial letter so Im not happy about this at all. This is against the law to have someone elses name all my information. So they probably have my address now just not happy at all.
Business Response
Date: 06/02/2025
Please forward to ********* Group at *************************** for review/response. ****************************************************
Business Response
Date: 06/03/2025
Hello,
Per review and management. A manager contacted the insured and addressed the issues of sending the incorrect information. The manager apologized for the information being sent with the wrong information and has addressed it with the claims adjuster. It was an honest mistake by the adjuster sending wrong information in error. *** takes all precautions and safety measures to protect our customers information. We do not send or sell any of our customers information to any outside sources. We apologized again for any inconvenience this may have caused.
ACG-AAA
Initial Complaint
Date:05/01/2025
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 canceled my home insurance policy from *** on 3/24/25 and it's now 5/1/2025 and i still haven't received a refund check.ive called AAA insurance multiple times and they have claimed to "reissue" the check which i still never received. its been 1.5 months and they're causing delinquent payments on my credit card due to their negligence and not paying me back what is rightfully mine. *** from the resolution department was absolutely useless and refused to send a check with a tracking number so i would have proof it was actually sent and know when to expect delivery. They are stringing me along and not issuing a payment for some unknown reason.
Business Response
Date: 05/02/2025
Hello,
Per review as of May 1, a check has been stopped and reissue. Our company doesn't give any tracking information regarding check and checks are sent by 1st class mail.
Please allow 7-14 days to receive.
ACG-AAA
Customer Answer
Date: 05/02/2025

Complaint: 23275846

I am rejecting this response because:

this is the 3rd time the check has supposedly been reissued. With no proof the business is actually doing anything. Unsure why *** is playing games, but the crooks need to pay
it doesnt take 7-14 days to mail a check from a Michigan business to a house in Michigan. *** ordered merchandise from ***** and received it faster than that.
i already waited 6 weeks for payment. They can do better.

Sincerely,

*****
Initial Complaint
Date:04/28/2025
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.
Received *** membership auto renew email at 12:04pm on 4/28/2025. I was unaware I was still a member as I cancelled my AAA auto insurance around August, 2022 when I purchased my first home and bundled my auto with a new insurance ********** 2023 and 2024, I did not receive any notification of an auto renewal (no mail, email, etc.). *** claims this is the first year they email members and in previous years sent mail to an old address I no longer lived. They claim it is my responsibility to check my statement and *** is not responsible for the auto billing past two years.I do not agree with this treatment from ***. If I had received auto renewal notice in previous years, I would have cancelled. My understanding was I was no longer a member after 2022.
Business Response
Date: 05/02/2025
5/02/2025
Mr. ******* *******
48220
Re: AAA Membership No. ****************
Dear BBB,
AAA encourages all members to regularly check their credit card statements and ensure their mailing address is current. Taking these steps helps avoid any potential issues. As a 1-time courtesy, we will provide a 1-year refund for the membership in the amount of $99.00. The refund will be issued to the original credit card 15 business days from the date of request. The membership is currently inactive. At this time, we consider this matter resolved. Thank you.
Sincerely,
Member Relations
Initial Complaint
Date:04/24/2025
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.
4-23-25 and other forgotten dates within last 8 years I've been paying for ************* for years I don't like how their vendors or contractors are leaving me waiting for hours or not showing up at all since I've moved to ******* Michigan yesterday at about 6:30 PM AAA initially told me they would be there at 6:54 then around 7:30 PM when I checked the app because they were 36 minutes changed it to 9:03? It's Like I was punished for checking on the app You need to talk to those tow truck companies and improve because it's not ok as it is. At about 8:40 last night a random stranger changed the flat. NOT ************* that I pay for!
Business Response
Date: 05/06/2025
We spoke with Ms. **** on May 6, 2025 via telephone and the matter was resolved.

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AAA Michigan is NOT a BBB Accredited Business.