ComplaintsforAAA East Central

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 29 a AAA insured driver hit my vehicle Oct 30 AAA admitted fault and began the process of assessing damage (Agent: Chloe A****) Nov 2 I spoke to (Agent: Ron M*****) who would review the costs and approve work being done I expressed the concern with the damage done to my car (12k in damage) and how this was a lot of work+money for a car that would be worth nothing - he approved the work even after sharing we weren't far off of totaling the vehicle I reached out to AAA several times regarding the time line and that I was moving soon and the car was nowhere near being done, both Ron and Chloe ignored calls regarding this and it took over a month to get a reply. January 20th I flew back to PA to deal with my car as AAA refused to give leniency on time to allow me to get back to PA because they did not want to pay for the rental any longer than a few hours after the work was done (we still did not have a definite completion date just a couple day range) I spoke with Chloe several times about the diminished value of my vehicle as the collision center said it will pass inspection but this car will never drive right again and they did not feel comfortable giving me the keys. Chloe said "have the dealership fill out a form stating previous worth, current value and why it decreased and once that is approved we will have the check to you within a week covering that loss". The loss amount listed was $6200. Feb 7th email confirmed documents were received and submitted to the diminished value department. Feb 26 (agent: Jim D****) emails me saying he will only give $300 in diminished value March 3rd I sent photo proof of the car not sitting correct after the work done and how this amount was insulting to offer the documents he shared showed my car was valued at over 14K pre accident and the dealership went off KBB at 11,200 in (pre wreck) current condition March 15 I emailed Jim for a second time as he had not responded it is now March 21 and he still has yet to reply.

  Business response

  03/29/2024

  Dear *** **** ******

  
  This will acknowledge receipt of your complaint that you filed on March 22, 2024 with the
  Better Business Bureau. You have asserted displeasure with communication and
  handling of the damages to your vehicle, as well as the process regarding your
  diminished value claim.

  Following the unfortunate accident on October 30, 2024, involving *** ******, we have
  diligently worked to address the consequences and repairs of your vehicle. I understand
  that the process, especially concerning the diminished value claim of your 2016 Jeep
  Renegade, has been a source of concern for you. Allow me to provide a detailed update
  and clarification on the current status.

  After the accident, the Interinsurance Exchange acknowledged liability and facilitated an
  inspection of your vehicle to estimate the repair costs. Diehl Collision of Butler, your
  chosen repair shop, submitted several revised estimates during the repair process. This
  iterative revision of estimates, which totaled $12,301.21, reflects our commitment to
  thoroughness and accuracy, especially as additional damages were identified. This
  amount was duly compensated to both you and Diehl Collision of Butler, and your vehicle
  was returned upon completion of the repairs.

  Subsequent to these repairs, you filed a claim for the diminished value of your vehicle, a
  concern we take seriously. Our initial assessment led to an offer of $300.00 to settle this
  claim. Understanding your rejection of this initial offer, we regret any lapse in
  communication that followed.

  The complaint you filed was escalated to AAA Physical Damage Unit Manager, Ian
  E*********, who has been thoroughly involved in revisiting your diminished value claim.
  On March 22, 2024, Mr. E********* engaged in a detailed discussion with you,
  acknowledging the complexities of your situation, especially the concerns that you had 

  against repairing your vehicle for perceived safety reasons and the financial loss you
  experienced upon trading it in.

  Upon reevaluation and considering all factors including unrepaired body damage not
  resulting from the accident, Mr. E********* proposed a revised settlement offer of
  $1,300.00 for the diminished value of your vehicle. This adjustment more accurately
  reflects the vehicle’s diminished value, differentiating between its actual cash value in the
  marketplace vs the trade-in value applied towards your subsequent vehicle purchase.
  Mr. E********* aims to ensure you fully understand the basis of this revised offer and
  encourages you to reflect on its terms. He will be waiting patiently to resolve your
  diminished value claim. Please feel free to reach out to him at ************ when you
  are ready to move your claim forward.

  We appreciate your patience and understanding as we strive to resolve this matter to
  your satisfaction. Your trust in us is invaluable, and we remain committed to supporting
  you through every step of this process. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an AAA membership for 40 years and rarely use it for Roadside Assistance. Last year due the problems with Sonata’s new alarm system, I called several times last year. On Saturday, I received a bill for $200.00 after my membership was cancelled. I called about the $200 bill for one day which stated my car was towed twice. My car had to be towed to the dealership to be unlocked, which resulted in me paying $400 for a new fob. In other words, I did not call twice to have my car towed. Also, I never agreed to. Barges, since no one informed me that I was being charged for the service. I have spent more $ 4,000 for AAA services and products over the years. I can’t believe that they charging me extra for services and cancelled my membership without even a phone call.

  Business response

  03/18/2024

  Thank you for the opportunity to research our member’s concerns regarding her service entitlements and the charges she incurred.
  
  AAA is a federation of motor clubs throughout North America. Each motor club has their own territory, independent contractors, and staff.
  
  On October 26, 2023, *** ******** contacted AAA roadside assistance requesting an unlock service for her 2015 Hyundai Sonata in Twinsburg, OH. AAA Club Alliance, an affiliate club, provides service in that territory. Her keys were locked in the trunk of her vehicle. Upon arrival, the independent contractor discovered there was no working trunk release and no folding rear seats, so they were unable to provide service. A second roadside assistance request was placed the same day to tow her vehicle to a dealership to retrieve the key. An independent contractor completed the tow from Twinsburg, OH to Mentor, OH.
  
  Upon receiving this Better Business Bureau case, a review of *** ********’s membership record was conducted. Her membership listed three completed service calls on October 26, 2023. At that time, *** ********’s membership record reflected a total of six service entitlements used. She was billed the $100 surcharge for both the 5th and 6th call.  A representative from our Member Relations Department contacted AAA Club Alliance on March 13, 2024, and verified that only one service call was completed on that day.  Due to a systems error, the member had been charged two extra service entitlements leading to the $200 bill that she received. Her record has been adjusted to reflect the correct usage resulting in the elimination of the bill.
  
  On March 13, 2024, a representative of our Member Relations Department attempted to contact *** ******** by phone but reached her voicemail and a message was left. An email was sent to the member to apologize for the confusion and advise that her record has been adjusted to reflect the correct amount of service usage. The e-mail also informed her that the bill was eliminated, and her membership was reinstated.
  
  *** ******** responded the same day by e-mail to say thank you for the resolution.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pay a yearly fee to AAA. Hardly use the services for roadside assistance. On January 17, 2024 needed a jump for my car battery and was told no services were available for that. So no roadside assistance available. Not acceptable for a company that gives a sense of security to road travelers. ****** **** *** ********** ***** ***** ***** ****

  Business response

  02/27/2024

  Thank you for the opportunity to research the member’s concern. We extend our sincere 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 January 17, 2024, the member contacted AAA roadside assistance requesting a jump start for his 2013 Mazda in Columbus, Ohio. AAA Club Alliance, an affiliate club, provides service in that territory. Due to extreme weather conditions on that day, they had suspended all services to members that were in a place of safety. Therefore, the member did not receive service.
  
  On January 18, 2024, the member contacted AAA East Central, his home club, to file a complaint. A representative from our Member Relations Department contacted the member and apologized for the service issues. In addition, a $25.00 goodwill check was issued on February 5, 2024, and mailed to the member’s address. The member was satisfied with this resolution.
  
  Upon receiving this Better Business Bureau consumer complaint, we reopened the member’s original complaint. On February 22, 2024, Judy, a representative from our Member Relations Department, contacted the member. Judy spoke with the member’s father and extended our apologies and asked if the check was received. The member’s father was not aware and said his wife was following up. Judy left a voicemail on February 23, 2024, inquiring if the check was received. As of February 26, we have not received a call back. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called on Friday 2/2/2024, for an auto insurance quote. Purchased a policy that was to begin on 2/3/2024. However, just one hour later found a cheaper rate and better coverage. Called in just one hour later and no one would take my call. I could not get ahold of someone until Saturday 2/3/2024 once the policy had already been set to begin. I think this was purposely delayed so that aaa could obtain partial payment. I will be filing a dispute with my bank to ensure the entire $510.00 will be refunded for the premium of the insurance policy not used.

  Business response

  02/06/2024

  Thank you for the opportunity to research the member’s concern with his recent insurance transaction. We extend our apologies to the member for the issue he encountered.
  
  The member spoke with ****, a AAA East Central insurance sales agent, on Saturday, February 3, 2023, to cancel the policy. **** attempted to cancel the auto insurance policy, but there was a same-day bind block on the policy. **** advised the member that he would need to wait until the system released the block on Monday and he would then cancel the policy and issue the refund.
  
  On Monday, February 5, 2024, **** cancelled the policy flat as of the effective date of February 3, 2024, and the full refund in the amount of $510.00 was issued. The member should receive the refund within 7-10 business days. 

  Customer response

  02/07/2024

  [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. 
  Thank you for your help in resolving this issue.
  Regards,
  
  ******* *******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We constantly get MAILERS from this company at our new forever home we bought in April 2020, almost 4 years now. We have no desire to purchase an Auto Service Plan, since it is provided by our very good USAA Home and Auto Insurance company. I have opted out of getting unsolicited mail from all sorts of businesses that I no longer want to their mailers or advertising, when I am not interested in any of these items. So please have AAA stop sending their ROUTINE advertisement mailers to our Sonora, KY address.

  Business response

  01/17/2024

  Thank you for the opportunity to address the consumer’s concerns regarding direct mailings. We extend our apologies for any inconvenience caused.
  
  We have flagged the consumer’s Sonora, Kentucky, address as “Do Not Solicit” for any future direct mailings. Due to the long lead time in preparing direct mail solicitations, mailing lists are requested two to three months in advance. Typically, it takes approximately eight weeks to have all mail that has begun the process to cycle through. Therefore, they may receive a mailing until the process takes effect.

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,

  I did not see where the company agreed to stop sending me regular mailers asking me to purchase a auto road service plan, that is already provided by me insurance company USAA.  I have no intentions of moving from USAA auto insurance.  So stop this unwanted advertising mailers.  I have been here nearly 4 years.
  
  ****** ******

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 5/23/2023 Total Amount: ****************** * *******  I had purchased a Pittsburgh to ******* *ound trip starting 9th Feb 2024 on the mentioned date. AAA emailed me the tickets and PNR from the airline on 5/23. On 12/12, I had to call AAA since I was unable to modify anything with the reservation on the airline website. The agent, Christina (am hoping I am spelling right), told me they were never ticketed and I need to call the airline and book them fresh. She said she is going to cancel and issue full refund to my credit card. I called her back again after speaking to my CC company as they said they cannot refund purchases made prior to 6 months, she confirmed the same. On 13/13, I received email from AAA from a person Marie saying since these were ticketed no refund is possible. Due to their mishandling, now am losing out on $5144. AAA could have called me in May if these were not booked correctly instead of waiting till I called again in December. If they knew they cannot refund, they should have rebooked instead of canceling it. Meanwhile, I have already booked this trip at a much higher price already due to their mishandling of this entire transaction.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had two negative incidents with AAA roadside assistance in the last 24 hours. I called for a tow and no one ever came last night. Called back and they had routed the driver to the wrong location. Waited well over an hour. Decided to try again the next morning. This morning, returned to disabled vehicle and waited over two hours (5 phone calls later) for an update. No texts or calls from the tow company or AAA. When I expressed my concern to the AAA agent I was met with aggression and she eventually hung up on me. I called at 0730 at 0945 a driver called me and had the wrong location AGAIN, even though I spelled out the cross streets and zip code this morning in my original request. I am so frustrated. How can they not get a location correct twice? In addition to very poor customer service, logistics, and a complete disregard for a consumer’s time, AAA is not providing their contractually agreed upon services to consumers. A quick review of their reviews in the Pittsburgh area will confirm this. I am seeking a refund of this year’s charges and any towing fees accrued when they finally arrive or a credit or one year. This is inexcusable.

  Business response

  12/13/2023

  Thank you for the opportunity to research the member’s concerns regarding their roadside assistance request. We extend our apologies to the member for the unsatisfactory experience they encountered.
  
  On December 1, 2023, the member contacted AAA for roadside assistance requesting a tow for her 2016 Land Rover Discovery. After waiting an hour, the member called back and was advised that the independent contract station driver went to the wrong location. She decided to cancel the service and call the next morning. The member called back for service on December 2, 2023, and waited over two hours for an update. When she expressed her concern to an AAA representative, she was met with unprofessional behavior and was eventually disconnected. The member was contacted by the independent contact station driver, who shared that he had the wrong location again. The breakdown location was clarified, and the member’s vehicle was towed that day.
  
  On December 6, 2023, Lisa C****** a representative from our Member Relations Department, left a voicemail with her contact information, extended our apologies, and requested that the member return her call to discuss the member’s concerns and resolution. On December 7, 2023, *** ****** emailed the member regarding the difficulty she experienced and also apologized for the manner in which her calls were handled. *** ****** explained that the details of what occurred with the service calls were sent to our AAA management team, the call recordings were reviewed, and the service issues have been addressed with the independent contract stations.
  
  We ask that the member contact *** ****** at ************ or *********************** to move forward with a credit that is being offered for the service issues experienced.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I'm reaching out because I want this in writing and want to make sure this is on the recorded as a formal complaint against AAA for a fraudulent charge. If it was a credit card I would have filed a dispute with them but this is my bank card and it sometimes can be more difficult to get back funds. I don't believe a word this company says, I speak to them and they don't do what they say they are going to do. Believe it or not my issue started a year ago now. I subscribed to AAA because I needed roadside assistance. I paid for the membership, but when I called for help the couldn't send anyone and that was the only reason I purchased a membership and of course they assured me I will have no problems or issues. I was extremely upset that they couldn't come jump me so I immediately called and cancelled my service which was over a year ago. They told me sorry and this shouldn't have happened and they would refund my membership fee, well I doubt they ever did refund me but now they are charging me again for a membership I cancelled. I did not authorize a charge of $56.00 from my bank account. I want those funds refunded immediately back to my bank. I'm not looking back trough my records but if they didn't refund me the first time that would be nice, too but I'm not holding my breath. I want a refund and to be removed from whatever autorenewal system they have. They do not have my permission to charge my card. One, last statement. They are so shady they don't even send you a paid statement, if so I've never received one. I have to find out from a mysterious charge through my bank.

  Business response

  11/21/2023

  Thank you for the opportunity to respond to the consumer’s complaint regarding membership dues.
  
  Our records indicate that last year, when joining AAA, the authorization for recurring automatic payments was selected through our interactive voice recording system. Also, a statement would have been received approximately six weeks prior to his expiration date with a new AAA member card and noting the automatic payment for renewal, as well as information on how to opt out of automatic payments.

  Our AAA membership marketing manager, Susan, emailed *** ****** on November 20, 2023, to advise that a refund to the original form of payment in the amount of $56.00 has been processed on November 20, 2023, and should be received within 4-8 business days. 
  
  As of 10:00am on November 20, 2023, the membership account is no longer noted in our records. 

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] 

  I would like to say this is pretty much resolved, but I did not agree to a membership and I did not receive notification I would be renewing a membership. 

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was involved in an accident in Sept. somewhere around the 13th. The car that he was driving was given to him as a gift from my deceased brother. We kept up the insurance on the vehicle while the estate was being handled and finalized. The incident was reported to AAA auto insurance. There was a conversation with the agent and he was asked to provide the requested documents to them. They were successfully emailed to the agent on Sept. 27th. Allison assured us that it would be taken care of. She sent my son a text to two asking if he was wanting repairs to his car. My son told her that he was and she said she would send him some repair shops to take it to. He has not heard from her since!!! No correspondence through mail or email. I also emailed her at the following emails: ************************** and Riddle************************** I have also called her and left a voicemail to please reach out to one of us to get this resolved. She has basically ignored the emails and voicemail. The last time my son heard from her was on Oct. 23rd. Still no repair and no insurance adjuster.

  Business response

  11/21/2023

  November 16, 2023
  ***** *********
  **** ********* *** ********** ** ****1
  RE: Named Insured: ***** *******
   Complainant: ***** *********
   Claim Number: *********
   Dept. File Number: ********
   Date of Loss: September 20, 2023
  
  Dear *** **********
  This will acknowledge receipt of the complaint you have filed with the Better Business
  Bureau.
  Upon receipt of this complaint, Claims Manager Olivia L**** contacted you to discuss
  your claim, and sincerely apologized for the lack of communication. She verified you
  were still interested in having repairs done and sent you the list of preferred shops as
  requested along with her information via email. You advised you would like to go to
  Kojack’s Auto Body. As such, she contacted them and submitted an assignment. We
  are now just waiting for you to get your estimate.
  Please accept our apologies for the delay with the handling of this claim. If you have any
  questions regarding our position on this matter, please contact the local claims manager,
  ****** ***** ** ************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 14, 2023, 11:31 AM, I paid $5 for AAA's notary service. receipt #: ******** 4. November 2, 2023, about 9 AM, I called AAA, explained and Karen called me back on my home phone while I was at work. I called her the next day and she denied responsibility. 5. My husband ******* ****** was in the emergency room Passavant hospital October 5, 2023 for treatment of urine retention and kidney failure, on top of his Multiple Sclorosis, He's not able to walk or climb into my car, he's in wheelchair and in rehab center at Vicentian home since October 11, 2023, he was adviced to only go on wheelchair transportation. Therefore when I got a phone call from my human resource on November 1, 2023, he informed me that the notorized paper was rejected because my husband ******* ****** tried to change 2022 (the date) into 2023, and it's obvious to the human eyes. I need this piece of paper notorized in order to retire. So I called AAA the next day (2nd), and called the manager's number the next day on the 3rd. She said the paper they notorized does not have to be perfect. It should be acceptable by most companies. And it's my HR that's asking too much. She offered to redo it at no cost, even come to the car to do it again, but they do not travel. Meanwhile I waited till November 4, 2023 late afternoon to receipt the copies from HR. And I called for traveling Notary, ***** ***** to go to Vincentian Home on the Wednesday of November 8, yesterday, for $75. I have the receipt. I can forward the receipt photo from my cell phone after this email. Linda told me AAA is wrong, of course it has to be perfect.

  Customer response

  01/29/2024

  ****** *** **************************
  2024?1?19? ?? 07:05
  Better Business Bureau <[email protected]>
  You have a new message from the BBB serving Western Pennsylvania regarding ********* **********
   
  It's more than 2 months, and we did not get anything from AAA. Even though I gave them so much time to act. 
  They fail to send us the checked that was agreed upon.
  
  Thank you,
  *** ****** 1/19/24

  Customer response

  01/31/2024

  [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. 

  From: ****** *** **************************
  Date: Wed, Jan 31, 2024 at 10:14 AM
  Subject: ??: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  Dear Sir, 
  We accept the offer by AAA as in the new message as the following:
  Thank you for bringing this matter to our attention. We apologize for the delay. It seems our accounting department overlooked the initial request in November. We have requested a check to be issued and mailed to the member promptly. The member should receive it within 7-10 business days.  
  *** * ******* ******
  1/31/2024
  

*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. ↩