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Complaint Details
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Initial Complaint
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ive asked AAA three times for a membership card. Two times via phone and once via their online support tool. Each time I call they state they are doing everything they can for the environment and I should use the mobile app instead. I insist that I want a physical card in case I am without my phone when I am in need of their services. After going back and fourth with me for a bit, each time the customer support reps have agreed to send me one, yet I never receive it.
Business response
04/19/2024
I write in reply to this concern: We will contact the member directly to discuss.Customer response
04/19/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Monday 4/15/2024 I called AAA for assistance with a dead battery. I had taken my dog for a walk and returned to find I had accidentally left my headlights on and my battery was dead. Upon arriving, the technician attached a battery testing device and informed me my battery was no good. This seemed impossible given that 30 minutes prior the battery had started the car with absolutely no problem. The tech then attached a portable jump box to the battery and asked me to try the key. Nothing but a couple of weak cranks and then clicking. Classic dead battery. I got out of the car and saw that the jump box was turned to thr off position. Upon notifying the tech that the jump box was off, I was assured that it was on. I was stunned. It was clear as day that the box was turned off. Not to worry! The tech said I have a battery in the truck Ill just throw it in for you! Ok. Seems unnecessary but sure. After installing the new battery, he asked how I wanted to pay the $200. I was again stunned. No price was mentioned at any point. Shame on me, I shouldve asked. I handed him a credit card in an effort to end the ordeal. I was charged. I immediately called AAA to complain about my experience. Their member relations team told me sorry, theres nothing we can do. Only AFTER my credit card was charged did I receive a text message showing the results of my battery test. The conclusion that the software had drawn was recharge the battery to full and test again. Results inconclusive. First, the tech lied about the battery health by misrepresenting the test results and did not show them to me. Second, the tech refused to jump start the car and even went so far as to lie about whether or not the machine was on, which is clearly was not. Third, the corporate response of sorry is dismissive and inappropriate. Membership cancelled.Business response
04/17/2024
I write in response to this concern. We will contact the member to discuss.Customer response
04/17/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 30, 2024, I called AAA for the first time in my membership year as i locked my keys in my car. I was told the eta for the driver was 629pm (it was 515pm) I called back around 6:40 and I was told I was next in line. I called back again around 715 and I was told I was now second in line and the eta of the driver was 830. I had to get home to administer medication and I couldn't wait over 3 hours. They finally got me a tow truck at about 815. I dont think this was an acceptable response and as it's the only time I used aaa this year, I believe I should receive a membership refund/future free memberships. I pay for a service which wasn't delivered reasonably. I also had to keep calling aaa back on March 30th bc they kept calling an old phone #. I updated it 3 times. Lastly I reached out to aaa 2 times via email after the 30th to address my concerns and I never received a response. Their incompetence endangered a family member and it's not acceptable. If they were backed up, I needed to be told an actual eta when I first called. As they provided bad information I didn't search for an alternative.Business response
04/10/2024
I write in reply to this concern. Member would need to contact their home club AAA West PA ************. I have also forwarded this to *************.Customer response
04/11/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have taken a policy with AAA since 2011. My membership number is ****************. My cover includes roadside assistance. I have been calling AAA since Saturday April 6, to tow my vehicle which broke down at a parking lot. They have been promising to send the towing vehicle and despite several calls they just don't send in the vehicle. It's Monday and they still haven't come. My vehicle is still at the parking lot..Business response
04/09/2024
I write in reply to this concern. Member would need to contact their home club ************.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to formally register a complaint against AAA concerning the mishandling of a roadside assistance request and the subsequent failure to honor a reimbursement commitment. As a longstanding member of AAA for over four years, I am profoundly disappointed and dismayed by the recent events that transpired on 12/14/23.On the aforementioned date, while operating my *** X3, I encountered mechanical difficulties on the highway and promptly sought assistance from AAA's roadside service. Following an exchange with a representative, I was advised to leave my vehicle on the highway under the assurance that AAA would promptly dispatch a tow truck for retrieval. Trusting in AAA's expertise and commitment to member satisfaction, I adhered to their instructions and left my vehicle as directed.Regrettably, despite repeated assurances and subsequent inquiries, AAA failed to uphold their commitment to dispatch a tow truck to retrieve my vehicle. Consequently, my *** was towed and impounded, incurring an unexpected financial burden of $315 for its release from impound. This out-of-pocket expense, incurred solely due to AAA's negligence, has inflicted significant financial strain upon me.Furthermore, after this unfortunate incident, **************** *** (AAA Member Relations Associate), assured me that AAA would reimburse the impound fees as a gesture of acknowledgment for their oversight. In good faith, I diligently provided all requisite documentation. Despite numerous follow-up attempts, Mr. *** has ceased all communication, and AAA has failed to honor their commitment to reimbursement.As a devoted member who has consistently relied on AAA's services, I find the lack of professionalism and accountability displayed in this instance to be deeply troubling.Therefore, I respectfully request the Better Business Bureau to conduct a thorough investigation into this matter and hold AAA accountable for their failures.I can be reached at ********************Business response
04/04/2024
I write in reply to this concern. Member would need to contact their home Club AAA ************ ************.Initial Complaint
04/02/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have had AAA insurance for 1 year now this month is now the start of my renewal process and I received a new payment schedule for $545.63 a month, when I was previously paying $385 a month. I spoke to a representative on chat and was told that I was dealing with the impact of 2 statewide rate changes, I was never notified of either one. I have the right to know about changes in my policy, not only at the time of renewal. $385 is already a high rate, I cannot afford to pay $545. I am a single parent and full time student with a house full of bills. I feel this is unfair and unjust. My policy has been paid on time every month. This is unacceptable.Business response
04/04/2024
I write in reply to this concern. The insured would need to contact AAA ************.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called AAA when my son's car broke down on a country road at 2:30am, Mar 18, 2024. We told our kid, "it's ok, this is why we have AAA." They first said they'd be there in 2 hours, but as that time expired they said, "we called all 3 of our drivers in the area, and they aren't answering. They are probably asleep. Call us again at 7am." Well, it's not acceptable to leave our kid stranded in the middle of nowhere overnight, so my husband drove 2 hours to get them. Then brought them to college, then waited until 7am and called AAA again. They finally got a truck there at 11am, 9 hours after we first called. That is not 24 hour road service! And this is the 2nd time we've waited over 7 hours for them. They have no competition, can charge whatever they want, and convince people they provide peace of mind. But if they don't show up when you need them, they should refund your fees for that year! I spoke with customer relations who offered to extend 3 of the 4 plans for our family, I asked for all 4, since I made one family payment, she then put me on hold, and came back and said she would confer with her team and get back to me. The woman who called me back said they would only extend 2 of us, which was LESS than the last person promised. This was a nightmare, and if they were any other service provider I would just get my money ************* on.Business response
03/26/2024
Please forward to AAA Northeast at ******************************** for review/response.
******************************************************************Thank you.
Business response
04/03/2024
I write in reply to this concern. We reviewed the concern, and we advised the member via email that we would be extend the offer to the 3 individuals that were affected by the incident.Initial Complaint
03/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Triple A charged me membership fees. Requested a tow they towed tow rong address and won't move car they left the car with key in Utne locked in a parking lot with all my belongings inside.Business response
04/01/2024
I write in reply to this concern. Member would need to contact their home Club, AAA ********, ************.Initial Complaint
03/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On March 9, 2024 I requested towing service as part of my AAA membership for the first time ever due to a flat tire. Upon retrieving the vehicle after the tire was repaired, I discovered the vehicle had sustained damage as the ride quality had greatly decreased and the car was vibrating and making concerning sounds while I drove it. I had the car inspected/diagnosed, proving that the tow was done improperly, damaging the vehicle. AAA immediately denied all responsibility, without even inspecting the vehicle or considering the facts and circumstances in my case. I am seeking compensation for the damages I now have to have repaired on my vehicle.Business response
03/22/2024
I write in reply to this concern. We will contact the member directly to discuss.Initial Complaint
03/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On November 26 my son was involved in a hit and run accident. The police officer on the scene gave my son wrong insurance information to which my son wrongly reacted to by declaring an untrue statement. Our AAA full coverage insurance doesnt want to cover the damages caused to our vehicle because of my sons statement and not because of the facts related to the incident. Please advise and help.Business response
03/20/2024
We write in reply to this concern. Member would need to contact their home Club, Cal State Auto ************.Business response
03/24/2024
Below you will find our response concerning this matter.
In response to this complaint, the complainant admits to driving for a transportation network company at the time of loss. The complainants policy does not afford coverage for the vehicle when being driven for a transportation network company, therefore, we will not be affording coverage for this loss. The complainant has been advised of such and a denial letter has been issued.
Should you have any questions or require any additional information, please contact me at the number below.
Sincerely,
*****************************
Claims Supervisor
************
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Customer Complaints Summary
318 total complaints in the last 3 years.
130 complaints closed in the last 12 months.