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Business Profile

Insurance Services Office

AAA Michigan

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

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

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    Customer Complaints Summary

    • 402 total complaints in the last 3 years.
    • 145 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      AAA is cancelling my membership for no apparent reason and when I called the customer service phone number the agent was extremely rude and could not provide any information on why my membership was being cancelled. I been a member for 7 years and never had an issue until this year when I use my service with AAA 3 times in a calendar year. I didn't think this would be a problem since I have gone years without using one of AAA services. I would have thought that if a customer pays for their service in full every year with no problems and barely uses AAA services my membership would not be in jeopardy, but I was wrong. I would like some type of explanation on why AAA feels it's ok to cancel a paying customer membership without even reason at all.

      Business Response

      Date: 12/14/2022

      *** - 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 *** Membership Handbook, which states: Your annual *** 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.

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Representative from AAA, said if I sent photos and estimates of my car that was damaged, after using AAA towing, that my damages would be taken care of. After several attempts calling and Emails, no response and rep wont call back or answer the phone or return calls , very unprofessional. I have wasted a lot of time. want my damages covered. So far AAA refuses to inspect vehicle which is unfair. AAA is responsible if their AAA towing contractor damages my vehicle due to negligence. I wants my vehicle repaired or damages covered since some repairs have been completed. Thanks

      Business Response

      Date: 12/29/2022

      We have attempted to reach ************** on 12/28/2022 and 12/29/2022 via telephone and email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:12/08/2022

      Type:Order Issues
      Status:
      Answered
      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.
      From 9/2001 I was covered under my grandfather's insurance policy until i purchased my own in *****. We were given separate policies with separate policy numbers and paid separately from 2011 until 2021 when he passed 8/21. I provided AAA with his death certificate in September 2021 to cancel his policy. I then provided additional documentation to AAA in November 2021 showing my qualified health coverage and again providing his death certificate for the 2nd time because i was asked for his qualified health coverage letter. I advised AAA i already submitted paperwork regarding his death 2 months prior, but i would do so again. Copies were once again made. In November 2022 I called the office to renew my policy and was given the option to renew with e signatures through a password protected document. The password being the last 4 digits of my telephone number. The same number that my "agent" has contacted me on for the past 11 years. The document would not accept the password so i had to go into the office where i was told my policy cannot be renewed because I did not have a membership and had not had one for over a year. AAA never updated the records that my grandfather passed after submitting a death certificate 3 times now. My ""agent" fraudulently left my grandfather''s status as alive used his membership to cover my policy knowing he was deceased. On 11/30 i visited the ************************ AAA location to renew my policy and I was told they had to work on the issue and I would be able to resume my policy once they figured out how to proceed. On 12/3 my policy was canceled. I went into the office 12/7 to once again provide the paperwork i submitted 3 times prior and purchase a membership. They allowed me to purchase a membership and stated i needed 24 hours for the policy to reinstate. After 24 hours that still did not happen. I called the office was was told i needed to pay **** dollars immediately. This office should be investigated immediately.

      Business Response

      Date: 12/09/2022

      Hello

      Thank you for your concerns. Per notes I do show your policy is in the process to reinstate. Sometimes it could take 24 to 48 hours to process. I would also advise to speak with management instead of office personnel in the ************************ branch regarding your concerns. 

      Best regards,

      AAA-Auto Club Group

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My daughter requested Triple A to replace her car battery. When someone from ***** *************** contracted with Triple A, arrived to replace her battery, they put the battery in the wrong way and destroyed many car parts. Then, when we complained, the company deleted the request that my daughter filed and lied, saying they never touched the car battery. Now, my car is in the ********** dealership and costs about $3,000, and neither company wants to take the responsibility. We will be filing another complaint for the ***************** Company located in *********, **********.We called Triple A at ************** and talked to the claim department, and they said they would pay for it if the towing company didnt. However, they ended up refusing us. Our case number with them was ******. ***************** Company also gave us the work order number ******. ***************** Companys number is **************.

      Business Response

      Date: 12/13/2022

      Hi ****,

       

      We at AAA Michigan would not be able to do anything with this complaint from AAA California.  The customer will need to contact the ******************** of ********** so they can contact AAA of **********.

       

      Thanks,

       

      ***********************, CPIA

      Assistant Retail Sales Leader

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

      https://********.aaa.com/insurance/aaadrive-dashboard.aspx

      Customer Answer

      Date: 12/14/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I will contact the *** in **********.

      Regards,

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

    • Initial Complaint

      Date:11/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 *** gold member for over 30 years, I have an automatic renewal account with ***. *** made 2 unauthorized charges to my credit card after I purchased a new insurance to my car (date of the transaction: May 3 of 2022). The transaction was finalized after I signed all the paper needed for completing the agreement. The agent I deal goes by the name of ****** at ***********************. Then I made the payment for $ ****** the same day with the agent per agreement. As part of the agreement I supposed to enroll to the *** driver software application with not success. Even till now and with the help of *** could not be able to enroll. *** charged me for not enrolling in the mentioned software and for not signed a PIP paper witch was not discussed during the agreement since I always have unlimited PIP. Next the 2 charges were made by *** to my credit card. I have been asking for clarification and help on the charges with not success. *** members and Managers did not show interest in solved this problem. I made a request to Managers to speak about it, but they do not show any interest. This issue is also affecting the price increase on my auto insurance renewal on 11/10/22. This is the reason why I need arbitration.. in the meantime I will renew my auto insurance hoping the issue will be resolved.

      Business Response

      Date: 11/09/2022

      Hello

      After reviewing your policy, I will explain what occurred regarding deductions. The auto policy was started eff 5/10 and you made a payment of $620.64 on 4/27. There was PIP forms that were due by 5/29 but they were never received so policy increased by $105.44. The limits went to default limits. A letter was sent advising you of this change on 5/30. A bill was sent on 6/19 stating the $105.44 will be deducted on 7/10. The *** drive discount of $45.13 was removed on 6/24 due to eligibility. This is what you referred to in complaint. Not sure what happen due to there is no notes. Usually, this discount falls off when eligibility requirements are not met. A notice of this was sent on 6/24. A bill was sent regarding the $45.13 on 7/20 stating a deduction will occur on 8/2.  This deduction never occurred due to you made a change to your PIP on 8/2. When you made that change it stop the deduction and you receive a credit of $55.69.

      There was only 1 deduction made after your initial payment when you started the policy.  I hope this gives some clarity as to what occurred.

       

    • Initial Complaint

      Date:11/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Oct 4th, my apartment unit is damage from water leakage from unit above. AAA is my home insurance. I reached out to AAA for insurance payment estimate for repair and they are trying to not pay me because I rent my unit out. but my tenant didn't cause the damage and I did not cause the damage so I don't see a reason why I can't get paid for the water damage that was cause by someone else. I have strong proof to show the water damage was caused by my upper neighbor . What's the point of getting home insurance if they don't pay you when you need the money to repair your home.

      Business Response

      Date: 11/03/2022

      UNFORTUNATELY, THE **6 CONDOMINIUM POLICY YOU HAVE IS FOR "RESIDENCE PREMISES" WHICH MEANS YOU NEED TO LIVE THERE.  OUR POLICIES ARE FOR PERSONAL USE AND NOT WRITTEN TO COVER COMMERCIAL PROPERTY SUCH AS A CONDO BEING RENTED TO ANOTHER.  THE CLAIM REPRESENTATIVE IS FOLLOWING THE POLICY WHICH IS IN FACT A CONTRACT.  IF YOUR CLAIM IS DENIED IT WILL BE BASED ON THE ***** AND CIRCUMSTANCES DISCOVERED THROUGH THE CLAIM REVIEW PROCESS AS THEY RELATE TO THE POLICY IN FORCE AT THE **** OF LOSS.  PLEASE REACH OUT TO YOUR CLAIM REPRESENTATIVE IF YOU HAVE FURTHER QUESTIONS.  BEST REGARDS, AAA-THE AUTO CLUB GROUP

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an AAA claim#*********. I took my car for repair to Gerber ****************** ***** Michigan Ave, ************************** just because Gerber gave me 1&1/2 week repair time frame and an estimate of around $6,000.00. It took shop to give me my car back after 3 weeks and with higher estimate of more than $10,000.00. AAA examiner kept on approving additional bills without consulting me. It was a huge surprise and additional inconvenience to me. From AAA nobody asking ****** why this took long and how come this estimate gone this high. Even claim manager do not wants to hear anything. I am forced to file a complaint against AAA. Resolution should be some kind of refund to me because of inconvenience and there should not be any raise in the premium.

      Business Response

      Date: 10/31/2022

      Hello

      Please contact the claims department with this matter. It is best handled by claims management. 

      Best regards

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 placed a claim 1 month ago for car damage due to break in. My car has remained in the shop with delay. The car rental Enterprise states my car rental expires November 1st. I have attempted to reach someone at AAA to help me all day only to be re-routed and ignored. This is unacceptable business. Based on the reviews they continue in business without being accountable for extremely poor customer service. They need new management or to be shut down.

      Business Response

      Date: 10/31/2022

      Hello

      Please contact your adjuster ************************* at ************ to better assist with your claims information. This is best handled by your adjuster. You can also ask for management if not able to speak with your adjuster.

      Best regards

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Home was inspected by the City of ****** Pointe ***** ******************* on 3/22/2022. The only thing reported on the inspected report was a rear cracked window on the rear porch, that was repaired by the seller. None of the items in my claim were mentioned during the inspection according to the *** ordinance chapter 8. At the beginning of September 2022 I notice my back porch Walls, door, and the Floor where all slanted. At this point and time the porch has become a hazard, and I have fallen already coming out of the house. On September the 6th I report this to my insurance company, which denied the claim on 10/7/2022. I feel that my entire home is covered under my home owners insurance, but they refuse to honor our agreement, and has threatened to cancel my policy for making the claim. My policy number #HOM700723680, and the claim number is #*********. I have gotten a few estimates on getting this repaired. I want AAA to honor there agreement and repair my home as soon as possible.

      Business Response

      Date: 10/28/2022

      Hello

      This is best handled by your adjuster's manager. Please reach out to claims management regarding your claim. He/She will be able to better assist. 

      Thank You

    • Initial Complaint

      Date:10/19/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have AAA premier RV tow service contract, their best available product.AAA has failed miserably in provided service over the last several requests in the last year.The latest failure was a call for lockout service. AAA was unable to even provide this assistance.I believe their business model is borderline fraud, because they advertise lots of great service, yet fail miserably every time I have requested such.We have been told on one incident several weeks back, that a truck would be arriving in ***** minutes; we waited in vain on a dangerous highway on a dark night and again in the morning. No service showed up either time, against two promises made and recorded by them.I believe AAA has misrepresented their service to the public, putting customers in ***** way, and or into fantastically inconvenient and false expectation situations.

      Business Response

      Date: 10/18/2023

      We apologized to ****************** due to the failed service, and reimbursed him for the out of pocket expenses on paying for his own service.

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