Business Profile

Travel Agency

AAA Club Alliance

Complaints

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

Customer Complaints Summary

19 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

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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:06/30/2025
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.
After using the general hotline to request roadside assistance as members of *** for the last 5 years, we were assured over and over that our driver was on his way, that a new driver had been sent. Meanwhile my wife is stuck alone in her car in a parking lot for 4 AND A HALF HOURS. From 7:00Pm to 11:30Pm. She was alone by herself with a dead battery, not out in the country where you might expect AAA to take a while, but literally in the middle of broken arrow.Every single employee we talked to misled or blatantly lied, or their equipment and estimates are just plain wrong. We were on hold for half an hour at a time, many times with the assurance that we would be called back right away, or that the driver would call us back immediately, these things never happened.
Business Response
Date: 07/02/2025
Dear BBB,

Thank you for contacting AAA. We appreciate your inquiry and are eager to assist you. In order to proceed with our review of your request, we kindly ask that you provide your 16-digit membership number. This information is essential for us to access your account and ensure accurate assistance.

Thank you for your cooperation.

Sincerely,
AAA Member Experience
Initial Complaint
Date:12/11/2024
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.
On 12/5/24 my car broke down on the on-ramp I called for help triple A was on the way. Hours later the ohp made us get out of the car and then told me I needed to get my child out of cold weather. I called dispatch they said sure get baby home we are 5 minutes away so I go home and triple A never gets my car off on-ramp it was broken into 8 hours later another company got it, I had to pay them 309 had triple back out to finally tow it and they charged me. Now they ignore me 21 unanswered emails Im done with them
Business Response
Date: 07/02/2025
Dear BBB,

Thank you for reaching out to AAA. On December 19, 2024, our Member Relations supervisor sent an email to Mr. ******* confirming that his request has been processed. We issued one check for $218.09 and a second check for the remaining balance of $90.77. This amounts to a total reimbursement of $308.86.

Sincerely,
AAA Member Experience
Initial Complaint
Date:08/27/2024
Type:Sales and Advertising 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.
Was told there would be no additional fees for towing on phone. Then had to pat an additional 85 when driver arrived.
Business Response
Date: 08/29/2024
The membership was signed up as plus but because they were in the 7 day waiting period they were only covered for 5 miles of towing and this is why the member was charged. The member signed up online where it would have been required to accept the terms and conditions where it would have explained the policy on coverage.The total tow mileage was 22 miles, 17 miles over the allotted coverage during the 7 day waiting period. We charge $5/mile over the coverage amount and that would equal the $85.00. This was a valid charge. We consider this matter closed.
Customer Answer
Date: 08/29/2024
I am rejecting this response because: I was told on the phone that there would be no additional charge when setting up the tow. She stated that there would only be additional charges if I had it towed again and that would be 95 plus 5 per mile. They then showed up 3 hours late putting me in the position of not being able to reject charges due to needing the tow.
Business Response
Date: 09/06/2024
We do understand the frustration, our position remains the same as it is stated in the Member Benefit Guide. Coverage limits are explained in detail and as the member acknowledged and agreed to them we are unable to reverse the charges as they are valid.
Initial Complaint
Date:08/14/2024
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.
Terrible company! Complete lack of integrity. I had a blowout on a turnpike (highway)in a construction zone with half a car size shoulder, Therefore, half my car was in the lane of traffic. Semis and other vehicles were near misses. I told the csr I was not safe and was told it would be at least 2 hours. Thankfully, OHP showed up 15 minutes later. Should have cancelled my membership and gotten a refund However, today I needed a tow. Got the COMPLETE runaround by csr at AAA. Put in a call at 10:30 said they would be there in 1.5 hours. Never heard from anyone. Called back at 12:30 said they would have someone there by 1:50. Called Called again at 2:00 still hadnt heard from anyone, then spoke to a dispatch supervisor, she said they would be there in an hour. Never heard from anyone. At 4:30 finally received a call from a wrecker, who stated he had just been dispatched. The *** lied repeatedly. Would never recommend and demanded a refund for my membership. I was considering other products with AAA, but would never now. I suppose this is how they keep customer from receiving what they pay for. Super sketchy company.I will send them the bill for having to get towed on my own. Once customers start getting reimbursed, theyll encourage *** to get the ball rollingIm sure this is all about $$$$$$
Business Response
Date: 08/26/2024

Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.
We sincerely apologize that we were unable to provide the service you requested and that you had to secure alternate service. Please follow this link: *************************************************************** find the reimbursement form. You will also need to include a copy of the receipt for reimbursement consideration under the terms of your membership.
We appreciate your continued support through Membership and are confident that the next time you call upon AAA for service, you will receive the safe, prompt, efficient, and courteous service that Members have come to expect.
Initial Complaint
Date:08/08/2024
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.
The last 5 times I have used roadside assistance I have had to wait from 5 hours to 48 hours! Their timeliness guides are lies. They lie every time you call for an update and they say if you are then your last priority but my husband stuck in the middle of nowhere with no ac because if a broke down truck is not safe. I've been with them for over 10 years and they have gone to c*** A company who doesn't care about the safety if their customers.
Business Response
Date: 08/24/2024
EMAIL TO MEMBER

From: ******************************
Sent: Saturday, August 24, 2024 12:33 PM
To: **********************************
Subject: *********** Concern BBB complaint #********

Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.

Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern.

I am providing a copy of your comments to the appropriate management team to ensure that corrective action is taken.

We appreciate your continued support through membership and are confident that the next time you call upon AAA for service,your experience will be significantly improved. Meanwhile, we are pleased to update your membership with a credit in the amount of $100.00 toward your next renewal.

Once again, thank you for giving us the opportunity to improve our service for all AAA Members. Please feel free to contact us with any additional questions.

Sincerely,

*****************************
Supervisor, Member Relations
AAA Club Alliance Inc

Email: *********************
Phone: **************
************************************************************************************
Initial Complaint
Date:06/17/2024
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 contacted Triple A on Thursday June 13, at around 9 am I then got a Triple A wrecker to my car around 10:30 to find out my car would have to be towed. I was told that I was given preference since the first driver could not help me. I was told it would be around 11:30am or 12:00 when a tow truck would be out to me. I then was given 12:30 then 1:00 then 2:30 then 3:00 then 4:00, then 5:00 at 5:30, I had to call Triple A because the garage is now closed and would not take my car. I was told we would setup a pickup time at 9:00 am on Friday. I then get a call from customer service at 10:45 hoping that everything went well. I then informed the customer service rep that it was not fine, I still am waiting with my car. I believe finally around 12:00 the tow truck arrived and delivered to the garage (which was going to be a Triple A but I canceled that) and delivered to another garage, which took them 20 minutes to fix.I waited with my car over 24 hours had to be on the phone for several hours on hold to get updates missed work had to uber to and from my car to get things. I understand a few hours getting a tow truck but being promised SEVERAL time and then a appointment mad and missed is so unacceptable.
Business Response
Date: 06/19/2024
I have spoken with member and offered apology and to cover the membership for the next membership year for the overall situation. The member was pleased with the phone call follow up and resolution.
Initial Complaint
Date:03/22/2024
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.
As a 20+ year customer of AAA..I have never been treated so poorly..4 hours for a ********** on an off night.I was forced to contact a secondary provider who promised 50 min..Honestly.. 5 min for s call from State Farm..What happened to AAA?I Want a call from a CEO And one hel of an apology!I hate to think the support has become so bad
Business Response
Date: 04/08/2024
Our member relations team spoke with **************** 4/1/24 advising him we would mail a check in the amount of $144.50 for his membership dues.
**************** indicated this was satisfactory.
Thank you -
Initial Complaint
Date:03/18/2024
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.
I bought aaa last August. I used my shots up but one shot was used because someone brought gas when I needed a jump so it was useless and had to use another shot just to fix my original problem. I got reimbursed two shots but the person who said they'd do that didn't put it in the system so I had to pay out of pocket for a key to be made for my vehicle when aaa would have covered it if she had just done her job when she said she would. I've been waiting on reimbursement to the tune of $280 and she said my $180 check would reach me by 3/14, it is now 3/16 and I have not received it. I'm sick of them and their pass the buck game.
Business Response
Date: 03/23/2024
Reimbursement was processed on 2/26/2024 and we advise 7-15 business days to receive the check. If it is not received by the end of March we can request a stop payment and reissue.
Customer Answer
Date: 03/26/2024
I am rejecting this response because: We were forced to pay that money because they failed to do their job correctly the first time. We had to waste one of our shots for roadside assistance because the worker didn't read the notes prior to coming out and brought the wrong items so we had to use another shot. This is an ongoing theme with them. We have had to pay over $250 out of our pocket for things rightly owed to us because someone didnt do what they are paid to do the first time. The second $100 we paid out of pocket was because the lady who said she was giving us two shots back never put them on the account and i needed AAA after hours so couldnt get ahold of her. We have been waiting on these reimbursments we shouldnt have to pay in the first place for over a month and they didn't even bother to put a tracking number on a financial peice of mail because once it's not their money they just don't care about it. The first $150 we paid was because a tow company wasn't complying with the contract they have with AAA to insure that its only a $95 charge after your shots are used. I'm sure they still have a contract with these people as well. I want them to come up with a better way to reimburse me than writing a check and sending it off and forgetting about it. I'm NOT letting go of almost $300 IM OWED!!!
Business Response
Date: 04/01/2024
The member was issued a reimbursement in the amount of $180.00 out of the $207.00 that was requested. The reason for the difference was due to a $27.00 tip that is not covered by reimbursement or their membership. The member called in stating that they did not get their check and it now has been stopped. We reached out to the member to get an updated address today to reissue the check. We ended up having to leave a voicemail to request a call back.
Customer Answer
Date: 04/02/2024
I am requesting a tracking number and express delivery on the next check sent out. I understand the amount approved that was never the issue. The issue was that they sent the check with NO TRACKING number on the check because they honestly didn't care if I received it or not.
Business Response
Date: 04/09/2024
check is processing today and we have requested the check be sent 2nd day air. If I am able to secure a tracking number I will pass along.

Customer Answer
Date: 04/09/2024
I have reviewed the business response and accept this resolution. I appreciate the response and am awaiting the check. I will let you know if I receive it.
Initial Complaint
Date:12/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AAA has always been a reliable company for my family and I. Ive always trusted them and believed they were reputable until recently. On 08/12/23 we made a call because my car wouldnt start.They sent a man out and he found my battery was dead.He put a new one in, I paid, and that was that. However, a few weeks later on 09/09/23 when I went to get an oil change, I was told that they could not open my hood. I went home and called AAA as they were the last people to touch it. I told them what happened, and got a caseworker, *************************. I was sent a form to fill out and was told an estimate was needed. When I went to the shop they told me that my hood was completely broken and to replace would cost $2458.22. I emailed all info and heard nothing. I ended up having to call to get anything going. ****** sent me a response from TULSA FLEET BATTERY SERVICE stating that they would only pay $218.33 for the damage. They also stated that the paint looks like it has weather related damage not related to the service provided. The paint is clearly part of the repair since I need a new hood. I let her know I disagreed and wanted to dispute. I heard nothing back from her so I decided to call cust. service. I was given a number to ***************************', a supervisor.I left him 3 voicemails, but he didn't bother to call back. Weeks later, ****** emails me stating my case was moved to Travelers Insurance. Time passed and I heard nothing. I made another call to AAA which is when I got the name of the new caseworker ***********************. I wrote her an email and left her a voicemail on her machine in which she states all calls will be returned within 24 hours...she has never called me back. I have not been able to drive my car in almost 2 months because of repairs that need to be done under my hood. I have paid hundreds of dollars in Lyft rides to work and have been inconvenienced and stressed by the lack of speediness, care and accountability.This is just plain wrong. AAA needs to make it right.
Business Response
Date: 12/20/2023
This was turned over to our insurance company and AAA is no longer involved. The member would need to contact the adjuster:
Claim Number: FZJ8806
*********************** ************** *************************************
Customer Answer
Date: 12/29/2023
Since the original complaint, we had a phone call from the adjuster a couple weeks ago. She talked about calling the repair shop to get more information about everything. We called her today and we found that no one had contacted the shop. To date there is nothing that has been done to provide a resolution.
Business Response
Date: 01/04/2024
We are very sorry. Once we turn a claim over to our Insurance Carrier you need to deal with them. Since the holiday are over I suggest you contact them again.
Sincerely, *****
Initial Complaint
Date:11/30/2023
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.
My case number with AAA is **** from *********************************. She emailed em on 7/31/23 to state she had recieved my initial complaint. She then emailed me again on 8/7/23 simply to say that this was a membership question and I could contact them from the phone number listed on the back of my membership card. Why would I have a case manager assigned to my case and then be told to call back in to a different department? I replied to her email multiple times with no response.Then, on 9/6/23, I received an email from ********** stating she receied my message from **********. She said "I reach out [sic] to ********************************* regarding this case, and she will update you as soon as possible."********** then replied on 9/21 and said "This is ********** again, your case manager for case # ****. The issue that youre having is a membership issue. I have emailed the supervisors to reach out to you. I do not handle membership complaints. Also, the same day service fee is non-refundable."I continued to reply to Shauntavia on 10/6, 10/10, and 11/6 to let her know "the supervisors" never reached out to me. My primary complaint is not that my issue wasn't resolved to my satisfaction, but rather no attempt at a resolution was ever reached due to a lack of communication or complete avoidance.
Business Response
Date: 12/20/2023
I have attempted to contact the member at the number above to address his concern and the number has been disconnected.

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AAA Club Alliance is BBB Accredited.