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            ComplaintsforAAA New Mexico, LLC

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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              On 8/9/23 I was emailed policy to sign for my Dad *** **** by ******* ******. I paid $145.50 that day. Dad died August 10th. 8/15/23 I reported death and requested refund. 8-16-23 I received email Document expired with no signature. 8/18/23, I emailed Death certificate and requested refund. Response from AAA was a refund would be issued. Called office on 9/1, 9/7, 9/19' finally spoke with ******* when I called on 9/20/23. They never returned my call. I left VM for his manager ********* and *** on 9/7/23, never a call back. On 9-20-23. I advised my debit card had changed and was told i would be mailed a check. On 10/13/24. I emailed ******* advising I had not recieved the refund. I called on 11/3/2033and 12/20/23 advising I had not received the check. I was told 3 times it had been initiated' but not cashed so he would request a resend. I asked him to have his manager assist' as we reviewed my address over 3 times. I receive mail in a locked area. I have no problem receiving mail. My call was ignored on 12/20/24. I called today 1/12/24. He is busy. They will leave him a message. No assistance as to Who to launch a complaint with in AAA other then the manageres ********* and ***, whom I left messages for twice. I was advised to go to the office in Las Cruces..I live in Albuquetque. I am a senior citizen on disability. 9 email requests and and 9 calls later I stiil have no refund.

              Business response

              02/06/2024

              The agent who assisted your father, originally cancelled the policy effective September 7, 2023. A refund check for $50.50 was issued on September 11, but was recalled and reissued again on September 22, 2023. To date, check ******** has not yet been deposited. *** ******* reached out to you upon receipt of your letter. Mr. ******* realized the effective date of the cancellation needed to be backdated and has worked with our internal departments to correct the cancellation back to August 11th. Mr. ******* will then work with our accounting department to ensure you receive your full refund. You can reach Mr. ******* at ***** *********
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              Called AAA for a battery reolacement on 7/22/23 and was quoted a price of $ 187.99. After 4 hours, job was finally done, and the technician gave me a bill for $285.50. Invoice states installation is included, however the technician added $97.51 for installation. After arguing with the technician, I realized that it was not his fault and paid the $285.50. I made repeated cals to AAA without resolution. I scanned and sent a copy of the invoice to:'***************************'. Again, no response.

              Business response

              10/05/2023

              We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. We found that you were properly quoted at the time of placing your service request by our automated chat service. The text messages reflect a quoted battery price of $187.99 advising that the price does not include sales tax, EPA taxes and possible labor charges. According to the manufacturer of your vehicle, they indicated your vehicle requires a non-standard battery installation due to the accessibility of the battery and work required to replace it. The service technician abided by these regulations and informed you of accurate charges. With these findings, the Auto Club is unable to reimburse you for the additional installation costs. If you have any questions, please contact Ms. ********* ******** ** ***** **********
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              My name is ***** ******. My wife and I have been AAA members for 47 years. Recently I contacted AAA to get a price to replace the battery in my 2008 Nissan Altima. Instead, the operator sent out a tech to jump start my car. I told the tech that’s not what I called AAA for. The tech said he would make sure I was not charged foe a service call. I am sending this email to ask was I charged with a service call? This incident happened on July 7, 2023. I still have the text message from AAA advising me that the tech was on his way. After I informed the tech I didn’t call for a jump, he provided me with the price to replace the battery, which was $208+ for a 3 year battery. Unfortunately, I was hospitalized shortly after this incident so this is the first time, I had to contact AAA to make sure our account was not charged for the misdirected Call your telephone agent sent out. Our AAA membership number is: *** *** **********. I look forward to hearing back from AAA on this matter. ***** ****** **** ***** ***** **** ** *** ******* ** *****

              Business response

              07/28/2023

              Response offers apology.  We confirmed teh call was dispatched in error and removed the call from his membership records. We took steps to prevent a recurrence.

              Customer response

              07/31/2023

              [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 find that this resolution is satisfactory to me.

              Regards,

              ***** ******
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Our car was in an accident on May 19, 2023. The same day, we brought the car to an auto shop where they told us it would be about a week until they knew what was wrong with the car. About two weeks later, after not getting any calls or updates, we called the shop for an update, for them to tell us the car had been totaled, and they had informed our insurance (AAA) already. We reached out to see what the next steps were and we were continually ignored by not only our adjuster, but her supervisor as well. We were told on June 9th that the adjuster had forgotten to assign someone to look at our car to determine a value, and that we would be called on Monday, June 12 with the value. We didn't hear anything until June 13th, and were told we needed to mail in the title; we did so, and made sure it would arrive in their offices by June 16th. We expected to have the money for our vehicle no later than today, June 20th, but didn't even receive a call that they had received our title. It seems as though they are keeping the money from us. They paid for a rental car up until the claim was "settled," but without the money to buy a new car, we had to pay out of pocket for another week of the rental car, and with the way its looking right now, we will have to pay for yet another week. We are new parents who are working tirelessly to make sure our son has safe transportation, and in order to ensure that, we need two cars.

              Business response

              07/05/2023

              The total loss claim was settled with the property owner Mr. ***** **** on June 22, 2023. On June 26th, ****** ****** made contact with Mr. **** and she confirmed that he received the settlement check. Mr. **** did not have any additional questions.

              Check number: ******** Payable to:
              ***** **** Net Amount: $13,698.12 Issue Date: 6/23/2023

              If you have any questions, please contact Claims Manager, ****** ****** at ***** *********
            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Resolved
              On March 31, 2023 I received a letter from AAA New Mexico. It says, "Congratulations! Yours continued AAA membership has qualified you for a FREE upgrade to our highest level of membership -- AAA Premier. ... Simply send us the Activation Form ... or upgrade online and we'll send you a new AAA Premier membership card..." I upgraded online and was charge $10.83. The "FREE upgrade" is not free. I called 4 times to the local New Mexico Office, I went personally to the Santa Fe AAA Office who said they would look into it and call me back. No call back. I called the National Coporate Headdquarters of AAA and they were closed during normal business hours. This is a scam. I want to get my FREE upgrade to AAA Priemier and that I get refunded $10.83 that was charged when I upgraded online. I also request that my AAA membership upgrade to Premier be given to me free for the remainder of membership -- for all the trouble this has caused me.

              Business response

              05/08/2023

              The letter indicated you could upgrade by sending the Activation form enclosed or online.  The letter did not indicate there was an “offer code” that had to be added when completing this online.  Therefore, the system was not aware you had been offered the promotion and you were charged $10.83. ***** ***** reached out to our membership department to issue the credit of $10.83 back to your credit card. This transaction was processed on 4-21-2023. *** ***** has also addressed your concern with the staff in the Santa Fe office regarding the lack of follow-up. If you have any questions, please contact Branch Business Manager, ***** *****.  Her direct phone number is ************.

              Customer response

              05/08/2023

              [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 find that this resolution is satisfactory to me.
              Regards,
              ***** *****
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On January 27, 2023, I received a flyer in the mail offering me a renewal of roadside assistance from AAA. On January 30, 2023, I decided to buy roadside assistance. When I went to the website, I read the fine print and the $20 roadside insurance was only for a three-mile tow. I decided to buy Roadside Assistance Plus, which was $52 less $10 if I signed up for auto-renew, which I did. I then called for assistance for a tow also on January 30, 2023. I was told that I couldn't be towed until after February 8, 2023. I was then informed that they would charge me $75 for the tow if I needed it right away. Well, I reread the find print on the flyer that prompted this purchase and nowhere does it say that I cannot use the roadside assistance until after eight days from purchase or they would penalize me by charging me more. Attached is a copy of that flyer.

              Business response

              02/27/2023

              Hello,

               

              Our response to the complaint noted above is as follows:

               

              The flyer you attached does state there is a $75 same day service fee applies each time you use Roadside Assistance and to see the Member Guide for terms and conditions. The information provided by our staff was correct.  Please contact us at ************ with any questions.

               

              Customer response

              03/05/2023

              Complaint: ********

              I am rejecting this response because: You have provided no proof that this is so. Furthermore, I don't care if it is true I hate liars via small print. That information should have been in bold on the front so people can make an informed decision. This was denied me. I want a refund.


              Regards,
              ***** ******* *

              [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Signed up for AAA August 2022 with ***** ******. ***** lied and committed fraud to get me to sign up for the ******* app. I have been emailing AAA since September 2022 thru the app, repeatedly, with ZERO response. I called AAA on 1/11/23 and was told it was being sent to underwriting and I'd get a call in 2-3 days. I emailed my agent on 1/11/23 as well, with NO response 12 days later. I called today 1/23/23 to find out what happened to the underwriting contacting me. It was NEVER sent to underwriting. EVERY interaction with AAA has been nothing but lies. I am so disappointed in the treatment. Lies, fraud, and ignoring customers. They really are just another evil corporation. The ******* app is fraudulent. It counts one hard brake as multiple, score doesn't change when I update when I am a passenger. So my renewal rate is based off of a FRAUDULENT score and I do not think so!

              Business response

              02/17/2023

              Hello

               

              We spoke with the insured and were able to explain the ******* score in detail. If any questions, please contact ****** ****** ** *************
              ******* ****** 

              Customer response

              02/17/2023

              Complaint: ********

              I am rejecting this response because: You are aware of the many issues of the ******* and the fact that it is recorded I was lied to in order to get me to sign up for it.  My score gave a range for discount of 14-18%.  You gave me the 14%.  Given the nature of everything, you should have given me the 18% - because that was the range offered and you are aware of all the issues. Please correct and give me the 18%.  



              Regards,
              ******* ******* 
               
              [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

              Business response

              02/23/2023

              Please see attached response for full details

              My management team has made numerous attempts to contact you, both via voicemail and email, but you have not returned our calls. 

              Please do not hesitate to contact Regional Manager with any questions or concerns you may have.

              Customer response

              03/03/2023

              Complaint: ********

              I am rejecting this response because: They have lied when stating they have tried contacting me multiple times.  That is a bold bold lie with no basis in truth at all.  I HAVE tried contacting them to no avail.  They are also doubling down on their lies regarding the app and my discount.  This company does nothing but lie and treat their female customers much much differently than their male customers.  This company is a culture of toxic masculinity that values and encourages misogyny.  



              Regards,

              ******* ******* 
               
              [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

              Business response

              03/06/2023

              please see attachment.

              We have found no indication that it is not working correctly.

              Customer response

              03/08/2023

              Complaint: ********

              I am rejecting this response because:  I will accept a response once you are honest.  But you continue to lie, just further proving my point. 



              Regards,
              ******* ******* 
               
              [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On two separate occasions this past week, I was left without service from AAA Roadside Assistance / towing. The first occurrence was Friday 1-20-23, used the AAA app to request a tow at approximately 2:20 PM. I was told that a truck would arrive by 3:11 PM. I waited till about 3:30 to call and check on the tow, because the app said I did not have an active request any longer. Calling in I was told that my request was cancelled by me, certainly not the case. after further review the person on the phone said I needed dispatch. He put me on hold for 35 minutes, dispatch never picked up. I called again, I was told dispatch would call me back this time...they never did. I tried to put in another request via the app. This time it said 4:11 I would have a truck. I waited till 4:45 and the shop I was being towed to informed me it was too late. So I abandoned my vehicle and cancelled my tow request. This was after a 2.5 hour wait with no communication. On Saturday, my Finance and I drove over to the vehicle and tried to get a tow again. Starting with a request at 10:30 am. We were to have a driver by noon. At about 11:00 the tow company called us and said they did not have a flatbed truck so they could not do the tow. They said they would have AAA assign a new provider. We waited till 12:30, still no truck. So we called again, this time we asked for a supervisor and the supervisor told us they could not find a tow company to help us, so it would take more time. She transferred us to dispatch. After waiting on hold for 45 minutes, I decided to just order a truck myself and pay for it. We stayed on hold waiting for "dispatch" until the other truck arrived at about 2:00. Almost 4 hours of waiting this time...no communication. I paid the other company and they took the vehicle, we hung up on AAA hold. To this moment...we have never even heard from AAA about the Saturday or Friday request. For all they know, I died on the side of the road. I can no longer trust them.

              Business response

              04/17/2023

              We have counseled all parties involved on the importance of this mission, along with ensuring our members are provided alternate service options should there be a delay or service unavailability. Be assured that the appropriate corrective actions have taken place as to avoid a recurrence of this nature in the future. We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. We arranged reimbursement for your annual membership dues. At your earliest convenience, please reach out to ****** *****, at ***** ******** to provide a copy of your towing receipt for review and reimbursement consideration.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              On Dec. 17 my vehicle had mechanical difficulties on I 40 by ******. I called AAA of New Mexico and signed up for a membership with 100 miles of free towing for $109. As I advised them I planned to utilize their towing service that day, I was informed I'd need to pay an additional same day service fee of $75, which I also paid. I then received a call from a local towing service that my tow would be at my expense, at 5 dollars per mile, as I did not have a membership with 100 miles of towing, but one with just 3 miles. I asked them to not come out. No one had advised me that my benefits were at a lower level for the first week of membership. If I'd been told that, I would not have paid the 75 towing fee as it provided no real benefit. I called AAA and spoke with several polite representatives, one of whom informed me that their Roadside Recovery department advised her that I had not been charged the 75 added service fee. However, my State Employees Credit Union account shows I was charged both the 109 mid range membership fee (which I am fine with), and the same day towing service fee of $75, which I feel was misleadingly marketed, and which did not, in fact, result in my being towed.

              Business response

              02/09/2023

              Complaint ********

              Our response to the complaint noted above is following:

               

              We credited back the fee to the same card used for payment. We took steps to prevent a recurrence.

               

              Customer response

              02/17/2023

              [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 find that this resolution is satisfactory to me.

              Regards,

              ******* *****
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              This complaint is regarding my auto insurance with AAA New Mexico. My insurance due date was April 20, 2022, and I stopped by the 10501 Montgomery Blvd office on April 19, 2022 to pay my bill. AAA New Mexico had decided to end my coverage unless I added or declined another driver, so I'm not even certain my coverage was still intact. I may have been driving around uninsured and didn't know it. So I stopped by the office in person; my mother had referred me to James M****************, as she said he handled her payment with no problems. But ever since we met, there have been problems with my insurance. He was unable to take my payment on April 19, 2022, and took six days to get my auto insurance in order. By then, my insurance had lapsed, of which I advised James M****************, but he assured me that I was still in the "grace period" and would be able to drive my car. I did not drive my car or anyone else's for nearly a week because I was unsure of my insurance status. During those six days I called him numerous times, and even reached out to his supervisor and his supervisor's supervisor, to no avail. None of them returned my calls until April 25, 2022, when I was finally able to make a payment in full. So imagine my surprise when I received another letter from AAA New Mexico giving me a refund of $62.00 for the amount of time that my insurance lapsed. I was and am not happy because this should not have happened. I did everything in my power to ensure that it did not happen. I even called the west side Albuquerque office to speak with another agent, but my phone call got rerouted to the 10501 Montgomery Blvd office. Another agent named Dominic answered.

              Business response

              07/29/2022

              Please see the attached response

              July 28, 2022
               
              ******** ********
              ** *** ***
              *** ******* ** *****
               
              Member # ***************
               
              RE: Case # ********
               
              Dear Ms. ********:  
               
              Your May 31, 2022, inquiry to the Better Business Bureau has been forwarded to me for investigation and response.
               
              Before I begin, I would like to thank you for your eleven years of membership and for taking the time to notify us of your concerns. Your insight and feedback are greatly appreciated. 
               
              The correspondence received states you visited your local branch on April 19, 2022, to review your payment with James M****************. Since then, you were unsure what your policy status was, or if you were even able to drive your car. You finally reached someone to process a payment but were upset to later receive a refund check with notice of a lapsed policy.  
               
              Ms. ********, please accept my sincere apologies. I was sorry to learn of the difficulties you experienced. Our records reflect our internal underwriting department reviewed your auto policy, ************, and required additional information about household residents you disclosed on your pre-renewal insurance questionnaire. You provided this information to Mr. M**************** on April 5, 2022, but he mis-keyed the information, leading the policy to lapse. Koreena “Kori” T***** contacted you upon receipt of this letter. She completed a comprehensive policy review, reinstated your policy, with no lapse, and corrected your billing. The $62.00 refund check previously sent to you was, with your permission, cancelled and reapplied to your policy, which is now paid in full through October 20, 2022, barring any changes. A final refund of $49.00 generated and mailed today, July 28, 2022, and no further action is needed on your part. You expressed satisfaction with this resolution and have voiced you have no further current needs. 

               
              I thank you again for taking the time to bring this matter to our attention. I hope your continued business will allow us another opportunity to earn your trust and provide you with the legendary service we pride ourselves in. You may contact Ms. T***** at ###-###-####, or Branch Business Manager Glen O****** at ###-###-####.    
               
              Sincerely,
               
              Kent L******
              Vice President and General Manager, AAA Texas

              cc: Thomas K******
              Regional Manager


              Customer response

              07/30/2022

              Complaint: ********

              I am rejecting this response because:

              This is not entirely accurate. I never brought up the pre-renewal questionnaire with Agent M****************. I did verbally complain to Agent M**************** about AAA keeping my deceased grandmother on my policy. She has been deceased for over six years now, and AAA still had her on my policy. 

              I'm not even sure why my other family members are on my policy as they never drive my vehicle. Maybe I'm completely dense, but all-in-all, I don't see how this affected my policy lapse.

              I have spoken with Kori and another AAA employee, and the insurance and financial matters were settled to my satisfaction, but the business response was not entirely correct in assuming why I was upset in the first place. 


              Regards,

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

              [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

              Business response

              09/07/2022

              We received a response rejection and request you please post our response below to this complaint.
               

              Our initial response offered apologies and confirmed the complainant expressed satisfaction with the resolution and had no further needs.  Upon receipt of the rejection, Glen O****** has made multiple attempts to speak with you and has not been successful. We encourage you to contact Glen O****** at ###-###-#### with any further questions.

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