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Business Profile

Associations

AAA East Central

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 32 total complaints in the last 3 years.
    • 8 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:10/03/2024

      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.
      This is regarding to a bill we received from AAA. On 4/2 my wife got into an accident roughly a little over 100 miles from home. We used our AAA service (first time member) to have her car towed home. Later that month on 4/26 my truck broke down on the highway 184 miles from home. I called the 800 number on my AAA Premier membership card. I explained my situation and specifically asked if this tow would be covered. They asked for my location (mile marker) and they figured it out directly to our home address. They clearly said “yes because it’s 184 miles”. Well two months go by and we received a bill for the tow on 4/26. I called to ask regarding the bill. The first person looked up my info and said I already used up first 200 mile tow on 4/2 and my 4/26 tow was 100 miles tow and the difference 87 miles billed at $7 per mile. I explained that the operator I spoke with (while broken down on the side of interstate) told me it’s covered. Then the person told me I could dispute the claim. About 8 days later an AAA rep called me and told me the same thing but I argued that one of your reps told me it’s covered then how can you back charge me this large bill? She went on to say it’s the paperwork we sent you. And went on to ask me did you speak to your home office while I was calling for a tow. I told her I don’t know who I was speaking to I just called the 800 number that is on the card you sent me. She said sometimes it takes a while for the billing to get processed throughout the system. And kind of said we’ll that why you need to read up on all the info before you need to use it. I took that as… read the fine print. In today’s day and age how could their “system” not be updated after 3 1/2 weeks later? Anyhow we hang up and the next day I called back to speak with someone different. They rep said you already have a case open and was assigned a claims rep. But she could request another dispute claim but never a call back and I tried to call them two more times about it

      Business Response

      Date: 10/16/2024

      Thank you for the opportunity to research the
      member’s concern. We extend our apologies to the member for the issues that he
      encountered.

      AAA is a federation of motor clubs throughout North
      America. Each motor club has their own territory, independent contractors, and
      staff.

      On April 2, 2024, the member contacted AAA roadside
      assistance requesting a tow for his **** ****** ****** in Dublin, Ohio.  AAA Club Alliance, an affiliate club,
      provides service in that territory. Per Club Alliance, an independent
      contractor was dispatched, and the vehicle was towed 137 miles to ******** ****, Ohio.

      On April 18, 2024, the member contacted AAA roadside
      assistance again requesting a tow for his **** ****
      ***** ** ************ Ohio. AAA Club Alliance also
      provides service in this area. Per AAA Club Alliance, an independent contractor
      was dispatched, and the vehicle was towed 180 miles to Cleveland, Ohio. Per the
      member, when he called for service, he was told this would be covered in full
      by his Premier membership. At that time, AAA Club Alliance would not have
      billed the first service call to AAA East Central. Therefore, his membership
      did not yet show the use of his Premier tow on April 2, 2024.

      When roadside services are provided to a member by
      an out of territory AAA club, the service is charged back to the member’s home
      AAA club through the AAA National system. This charge back can take up to four
      weeks to be posted to the member’s account, which was the case for the two
      service calls on April 2 and 18.

      Every membership renewal year, the AAA Member Guide is
      mailed with new membership cards to AAA East Central members noting the benefits
      and terms of AAA membership. The member is enrolled in AAA Premier membership which
      includes one 200-mile tow per membership per year. All remaining allowable tows
      for his Premier membership are up to 100 miles (a maximum of four road service
      calls per member per year). Therefore, the first tow on April 2, 2024, was
      counted as the member’s Premier tow and the second tow on April 18, 2024, would
      have been covered for 100 miles only. A bill was sent to the member for $560.00,
      which was for 80 miles multiplied by $7.00 per mile over mileage charge.

      On July 22, 2024, the member filed a complaint
      regarding the $560.00 charge. A representative from our Member Relations
      Department contacted the member on August 1, 2024, to apologize and discuss his
      concerns. The representative and the member discussed his membership coverage
      in detail and was advised that his Premier tow was provided on April 2, 2024.
      Therefore, we were unable to remove the $560.00 bill that he received.

      After receiving the Better Business Bureau
      complaint, a representative from our Member Relations Department contacted the
      member on October 8, 2024. They again reviewed his Premier towing coverage. The
      representative offered to bill the member for the first tow service of 137
      miles rather than the second tow service of 180 miles. This reduced the member’s
      bill to $259.00. He was appreciative and accepted the resolution. The member
      paid the balance due on October 9, 2024. 
    • Initial Complaint

      Date:09/18/2024

      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.
      Am unable to get my local AAA office fulfill my order correctly.. I requested three different trip tins and none are correct..
      I have requested a supervisor and keep getting sent back to my local office.. I had requested supervisor in Mentor six weeks ago and no response…
      Don’t know what else to do..
      If AAA doesn’t care about there customers, I will not renew my membership in the future..

      Business Response

      Date: 09/20/2024

      Thank you
      for the opportunity to address our member’s concerns regarding a requested
      ******* from ********* *** ** ************ **, and bypassing many mountain
      regions. We extend our sincere apologies for the inconvenience caused.

      Despite having three different
      ******** with three different routes, not one had the route she was looking for.
      The member noted that no one in the branch offered to sit with her and review
      the route to ensure she was given the directions matching her requests.

      The member was contacted by our insurance
      business development manager, Lauren, who arranged an appointment with the Lyndhurst
      branch manager, Tisha, on September 24, 2024. The member will be able to review the new
      route in person with Tisha to ensure the ******* is prepared to the member’s
      satisfaction. The member was thankful for this assistance.
    • Initial Complaint

      Date:05/01/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 1, 2024, I made a payment electronically for my car insurance premium to AAA, and unfortunately I sent it to an old account number (membership, not insurance). When I realized the mistake, I contacted AAA, and they said it would take about 3 weeks for the payment to be found and refunded, but in the meanwhile I had to made a duplicate payment to the correct account number so that my policy wouldn't expire, which I did. Today is May 1, and after visiting the AAA office in person and calling multiple phone numbers, there has been no resolution. They don't answer my calls nor reply to messages sent.
      Initially, they asked for proof that the payment had been made. I provided them with the proof that my credit union said should resolve the issue, and no action has resulted. I am extremely frustrated and really need the money.

      Business Response

      Date: 05/10/2024

      Thank you for the opportunity to research the member’s recent
      experience regarding her automobile insurance payments. We extend our apologies
      to the member for the delay in locating the payment.

      When the member advised her credit union to forward the
      electronic payment to an expired AAA membership account, the AAA electronic payment
      system could not attach the payment to that expired account. Unfortunately, the
      payment was cycling until it could manually be connected to a valid membership
      account.

      On May 10, 2024, our AAA operations analyst, Dorothy, spoke
      with the member and advised that the $571.00 was located in the system, and will
      be sent to her credit union account within the next 5 business days. The member
      was pleased with the resolution.
    • Initial Complaint

      Date:03/23/2024

      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 enrolled in AAA's club services in September of 2023. Since then, I have attempted to use their service in which I pay monthly for 3 times. All 3 times, we have been left stranded. On January 20th 2024, we attempted to use their services for a tow from Youngstown, OH to Parma, OH. Both times we called, we were met with very rude and unprofessional representatives. After calling the 2nd time that day, we were told that they refused to tow our vehicle because "they were not doing residential towing" that day. No where in the terms does it say that they can do that let alone, being unethical. The representative threatened to disconnect our call due to use being expectedly upset that we weren't able to use a service that we pay monthly for. We ended up paying $350 out of pocket for a tow. The following week, we filled out a Tow Reimbursement Form to get our money back. The first address we sent it to, which was a verified address by AAA was returned due to it being a no deliverable address. We then took the form and a copy of the invoice to their office in Independence, OH and personally handed it to one of their office personel who assured us we would see payment within 4 weeks. It has been almost 6 weeks currently with no reimbursement. We then attempted to use their service again 2 weeks ago for another tow. Again, we received no updates, and when we called, they said they had no record of our tow request. We ended up using our insurance roadside and got a tow. At this point, we want our monthly payments refunded that we have already paid due to a service that wasn't provided or refused, and we require our tow reimbursement of $350, which we have proof of delivering the form and invoice to the local branch. This company has taken our money and failed to provide service. If we do not receive any reimbursement or refund, legal action will be taken for fraud, and theft.

      Business Response

      Date: 04/01/2024

      Thank you for the opportunity to research our member’s
      concern.  Mr. ****** had difficulty with his vehicle on January 20, 2024,
      at his residence, and called AAA for assistance. Due to severe weather and
      poor road conditions in the area, the decision had been made to restrict towing
      from private residences, so our contractor network was available for
      emergencies situations where members were stranded on the road. Mr. ******
      called back, again requesting his vehicle be towed. Unfortunately, weather
      restrictions had not been lifted, as we were still attending to members
      disabled on the road. Mr. ****** was advised that he could apply for a refund
      if he received service from an independent contractor, which he did. He received
      and completed the reimbursement form, attached the receipt and submitted the
      documents.

      A representative from our Member Relations Department left a
      voice message with contact information for Mr. ****** on March 25, 2024, offering
      our sincere apologies for the lack of service and delay with his reimbursement. The
      voicemail message included a request for a return phone call.
      On March 28, 2024, another voicemail message was left for Mr.
      ****** explaining that his submitted reimbursement documents were located, and his
      reimbursement was processed for the full $350.00 refund of his private tow. Mr.
      ****** will receive a check within 7-10 business days. Mr. ******’s concern
      regarding the unprofessional manner in which his call(s) were handled by our
      representatives was escalated. Also, after reviewing his membership, it was
      noted that he has paid $61.18 in monthly dues, and we asked that he please
      contact our Member Relations representative to discuss further.

      As
      of April 1, 2024, Mr. ****** has not returned any of the phone messages. 

    • Initial Complaint

      Date:01/23/2024

      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.
      My car broke down and I called AAA to dispatch a new battery. I waited 6 hours and when the service provider showed up he tells me he doesn’t have the correct battery. The make and model of the car and battery needed is clearly relayed to AAA, but they choose to dispatch a service provider that doesn’t have the necessary equipment, which is there sole job and the only reason I have been paying a membership for over 10 years. They knowingly send out unprepared service providers.

      Business Response

      Date: 01/30/2024

      Thank you for the opportunity to research the member’s concern with his roadside service request in the AAA **** ******* *** *********. We extend our sincerest apologies to the member for the service delay and inability to provide a battery for his **** ***. Please note that the member’s home club is AAA **** ******** ***. 

      On January 15, 2024, the member contacted AAA for roadside assistance requesting a battery for his **** *** **. Unfortunately, service was running very delayed due to snow, ice, and poor road conditions in the area. Our AAA mobile battery technicians carry fresh batteries (less than 150 days after factory activation) to ensure our members receive the best possible product at the time of installation. Our independent contract stations stock a wide array of requested batteries but cannot guarantee availability given fluctuations in demand and supply chain issues. Therefore, AAA batteries are available for most but not all vehicles. We were not able to locate a battery for the member’s **** ***. After an over 5-hour delay, an independent contract station was dispatched to attempt to jump start his vehicle. 

      **** ******, a AAA **** ******* representative of our Member Relations Department left voicemails on January 25, 2024, and January 26, 2024, to extend our apologies and to discuss his concerns. Ms. ****** left her contact information and requested a return call. An email of apology was also sent on January 29, 2024. 

      Ms. ****** also contacted the member relations team of the member’s home club, AAA **** ******** ***, via email and noted the details of the member’s experience. Ms. ****** asked that they document the information on his membership file for reference in the event he contacts them.

      The member can contact Ms. ****** or phone his home club’s member relations department at ************ to discuss further.

    • Initial Complaint

      Date:12/08/2023

      Type:Billing 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.
      Hello,
      I called about an issue that remains unresolved. In June I signed up for a membership for $85 annual membership price. I was overcharged and told to call back another day to speak with a manager, but that the overcharge was reversed. That rep set up my account. The next person told me they were backdating a policy my father had that he did not renew based on their 90 day grace period. Despite the information I provided, they said the previous person set up the account wrong and it couldn't be fixed. They said the person should have set up a new account but had edited my father's old account and backdated it. Despite the information I provided, no manager was available and I was told I would be charged $85 with auto pay, and then the policy would renew in February despite me setting it up in June. The manager called and left that information as a voicemail. I called back and told them that it wasn't an acceptable resolution and they never called me back. This Is fraudulent. I would never pay $90 for a few months membership nor would I know that AAA backdates roadside assistance, or that a representative set the account up incorrectly. Further, had they not failed to give me the discount advertised, I wouldn't have known the account was set up wrong and the renewal price of $138 would have been a shock. How could one year of service cost me $228 when I received an advertisement stating it was $85 w/auto pay for one year and started the membership in June? How can a 90 day back date policy happen the representative made an error, and outside of the 90 days? This seems like fraudulent billing and business practices and I want my membership to go from the start date in June to the end date in June 2024. For the price that I already paid. When I left a message about this to the manager who called me and did not leave additional contact information, she did not return my phone call.

      Business Response

      Date: 12/14/2023

      Thank you for the opportunity to
      research the member’s concerns with their AAA membership dues. We extend our
      sincere apologies to the member for the issues that they experienced.

      The member
      was enrolled as an associate on her father’s primary AAA Plus membership since
      2021. The membership has an expiration date of February 1 of each year.
      Membership renewal bills are sent approximately 8 weeks prior to the expiration
      date. If payment is not received, two reminder notices are sent. For the 2023
      membership year, payment was not received, and a special offer was sent to the
      member with reduced dues amount of $85.00. When the member paid at that time,
      the counselor who handled the transaction promoted her to the Primary and added
      her father as the associate on the membership. The counselor should have
      created a new membership beginning June 9, 2023, but failed to do so. This caused
      the membership still to have the expiration date of February, hence the renewal
      bills would continue to be sent 8 weeks prior to February. The member received the
      first bill a week ago for the 2024 membership year.

      Susan, our
      membership marketing manager, spoke to the member on December 12, 2023, and
      explained the confusion with the billing and apologized for the error. As a
      gesture of goodwill, Susan has requested a refund to the member in the amount
      of $85.00 which should be received within 10 business days. The member’s
      account is currently active with an expiration date of February 1, 2024.

      The member
      was satisfied with this resolution. If she has any further concerns, she can
      contact Susan at 610-778-3436 or [email protected]

      Customer Answer

      Date: 12/14/2023

      [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,



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




    • Initial Complaint

      Date:11/09/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a multipolicy including my home and car in March 2023 of this year. I reached out to AAA since I already paid monthly for their auto club for emergency services and was offered a quote if $37/ month for the auto but was told I would only be charged $79 one time to start the policy. It was charged to my debit card over the phone. I volunteered to set up direct deposit and was asked to complete their form so I did. The routing and account number was in the wrong place so I resubmitted it. Initially I had multiple cars and sold one in April to family asking AAA to update my policy to reflect the changes. It never occurred. They removed the additional car and removed the payment as well for direct deposit causing me to get behind in my payment. Then without my knowledge resubmitted another payment for even higher than $79 I paid on my debit card that I did not authorize so I filed a dispute with my bank and my account hasn’t been right since. They continue to overcharge me month after month I continue to dispute charges until I get the amount I was quoted but then they told me they lost the quote My agent hasn’t returned any of my phone calls. I’ve only received response via email that her manager and billing is working on updating the account it is now about to be November my account is so backed up their asking me for over $300 in a lump sum payment to get caught up on payments when their the ones that owe me money not the other way around. I’ve disputed every amount with my bank that I could back to June as they wouldn’t go back any farther than that as I allowed AAA way too much time to get my account updated only to keep charging me well over their quoted amount. At renewal they removed my multi policy discount although they said they didn’t at this point they cancelled my insurance coverage after they said they wouldn’t leaving me without any car insurance. I’ve gone in person to the local office and spoke to a manager twice, over the phone and emails.

      Business Response

      Date: 11/09/2023

      This Review is for member in ********** ** **** ******** *******, neither the service request nor the member account is through club 130 OAC. Please forward to ********** ** **** ******** ******* for resolution. ************

      Business Response

      Date: 11/21/2023

      Thank you for the opportunity to
      research the member’s concerns. We extend our sincere apologies to the member
      for the frustration experienced.

      AAA
      strives to provide the best possible service at all times, and it is evident
      that we failed to provide a totally satisfied experience. Our AAA insurance
      business manager, Brad B****, has reviewed the disappointing level of service and
      lack of communication with the insurance agent to ensure this does not happen
      with another member.

      On October
      31, 2023, Brad spoke with the member, and followed-up with an email, to discuss
      the billing issues and to resolve the amount due to bring the insurance policy
      up to date. After receiving the consumer complaint via the BBB on November 9, 2023, Brad spoke with
      the member again on November 13, 2023, to confirm the resolution and also voided a late
      payment fee.

      The member
      was satisfied with the resolution.
    • Initial Complaint

      Date:11/07/2023

      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.
      9/24
      I requested a tow to my house
      I had to pay extra bc i went over the mileage
      The park the car far away from the sidewalk
      I requested the tow guy to pit ir a little closer
      He said he couldn’t and left
      We had to pay another company bc we called AAA to send another tow truck to help with the mess and they didn’t want to help

      We had to hires another company and paid 80 dollars
      We are asking for that money to be reimbursed

      I called the next day to complain and the say they I will receive a call within the next 8-10 business days and I never did

      Business Response

      Date: 11/10/2023

      Thank you for the opportunity to
      research the member’s concern with his service request. We extend our sincere
      apologies to the member for the issues that he experienced.

      On
      November 8, 2023, a representative from our Member Relations Department spoke
      with the member to also extend our apologies for the vehicle not being placed
      where the member requested. The representative advised the member that a check
      in the amount of $80.00 will be sent for the reimbursement of the private
      towing service he obtained. Also, the road service calls of September 24 and
      September 27 will not be counted towards his annual roadside assistance
      allotment for the current membership year. The member accepted this resolution.
    • Initial Complaint

      Date:08/30/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 08/22/2023 $51.00 was taken out of my checking account. This amount was taken 6 days early for AAA motor club. The withdrawal was supposed to coincide with the expiration date 08/28/2023. I had planned to cancel before 08/28/2023. I immediately canceled the automatic withdrawal and the membership. I called AAA and told them what happened. I asked for my money to be refunded but I wasn't given an answer.

      Business Response

      Date: 09/07/2023

      Thank you for the opportunity to research the member’s recent
      experience regarding her AAA membership renewal on auto pay. We apologize for the
      frustration she encountered when cancelling her membership.

      A renewal notice stating the name of the current Primary member,
      the current services, and the total membership dues required for renewal would
      have been delivered to her address approximately 30 days prior to the
      expiration date, as well as new membership cards. The renewal notice notes that
      the debit/credit card charge for her membership dues would take place
      approximately 7 days prior to the expiration date. This information is also included
      in the AAA Member Guide that each member receives when joining AAA.

      The expiration date was August 28, 2023, and the payment of $51.00 posted
      on August 22, 2023. She cancelled her membership on August 23, 2023. Our records
      indicate that her bank received the $51.00 refund on September 1, 2023. The
      refund should appear on her credit/debit card within 3-5 business days.
    • Initial Complaint

      Date:08/16/2023

      Type:Product 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 am attaching 2 letters outlining this issue. Please review and contact me for any further information.

      Business Response

      Date: 08/25/2023

      Thank you for the opportunity to
      research the member’s concerns outlined in his letter. We extend our sincere apologies
      to the member and traveling companions for the Delta Air Lines issues they
      encountered for their tour to Iceland from March 27, 2023, to April 2, 2023.
      The delays caused them to arrive on March 29, 2023, instead of March 28, 2023.  

      The member
      filed a complaint with Allianz travel insurance on April 18, 2023, and in May
      they received $200 per person for the claim, which is the Allianz allotted
      amount for a trip delay. On July 11, 2023, the member spoke with the branch
      business manager in person, noting that this amount was insufficient. The
      manager escalated the claim to our AAA travel services director to contact
      Allianz requesting an exception for the claim. Unfortunately, any exception was
      denied, and the manager contacted the member on August 4, 2023, with this
      information.

      After
      receiving the member’s complaint from the BBB, it was reviewed and investigated
      by our senior travel management team. On August 25, 2023, the managing director
      of Travel, Tracy E******, spoke with the member and offered, as a gesture of
      goodwill, the resolution of $952.00 per couple. The member has accepted and
      agreed to the resolution. The ch***s have been requested and should be received
      by the member and traveling companions within 10 business days. 

      Customer Answer

      Date: 09/07/2023




      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. 

      I just got home and ch***ed my mail. The ch*** did arrive. I called the ******* and they received theirs also. Thanks. You can close the issue


      Regards,



      ******* ****




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