Business Profile

Roadside Assistance

AAA - the Auto Club Group

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Complaints

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

Customer Complaints Summary

33 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:06/21/2025
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 5-6-25 we requested a tow service due to a tire blow out. After Hours of waiting in the middle of no where on our AAA request to be filled we reached out and got out own tow in less than an hour which is embarrassing on AAA's part.. We then Put in a reimbursement request everything was great until the Check got lost in the mail. I have reached out Weekly for the last 5 weeks after being told they are re processing the check. No one returns my emails, I have called multiple time's to which I am told they have escalated the issue. I feel this is a lie to get me off the phone as 5 weeks later it is still not handled.
Business Response
Date: 06/23/2025
We spoke with *** ********* via email on June 20, 2025. He was advised that a new check was mailed to his requested address on June 12, 2025, and he was provided the USPS tracking number.
Initial Complaint
Date:05/28/2025
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.
Paid for premium house insurance. Received storm damage to house. Cannot get insurance company to return my phone calls. Cannot speak to a real person. Left messages daily. If I do speak to a person they transfer me to another out of state office. We paid extra homeowners insurance to receive color matching shingles. If shingles cannot be color matched they will replace the roof as stated in the contract. Cannot speak to anybody about it tried multiple times. Even emailed the CEO
Business Response
Date: 06/12/2025
Good Afternoon,
We have responded to the customer and addressed the situation. Unfortunately, the rep is no longer with the organization and for some reason their out of office information was not transferred to the policy holder, so we were able to close the gap, communicate with the member and address his concerns. Please advise if you need anything additional.
***** *****
****** ******** * ************ *******************
Customer Answer
Date: 06/13/2025

Complaint: 23353683

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:05/07/2025
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.
12/30/24 I purchased auto insurance. I told Agent I'd follow up with him after the holidays regarding 1) UW completing its review (I expected a reduction in premium quoted based on my driving record and previous coverage) and 2) alternate competitive rates because he didn't provide any. After several weeks of emailing without a reply, 1/27/25 I finally received a quote from him for $330 LESS with Progressive. After much Agent ambiguity, Agent disclosed I would incur a cancelation fee of approximately one month to one month and a half premium, ~$240, which I requested to be waived considering this unethical, deceptive practice and my 'AAA Loyalty" membership for the majority of two decades. 1/30/25 I requested contact with executive leadership, which, again, was dragged on for MONTHS due to Agent not disclosing appropriate contact information as well as no follow through from the supervisor and customer service reps I had reached from continuously contacting AAA. I was repeatedly assured my case was being escalated as MONTHS passed. As requested previously, I am seeking reimbursement of the over charge, $330, as well as a one year complimentary AAA membership, both of which were denied on 4/9/25 by a retail sales leader, who also refused to provide contact information to executive leadership.

Note: Agent also issued changed my AAA membership a month early to 3/31/25 when I had paid through 4/30/25.

Fortunately, prior to now, I have not experienced a lack of 1) customer service, 2) leadership or 3) business ethics from AAA as a loyalty member for decades. As a new customer to NC AAA, I look forward to NC AAA upholding AAA's reputation.
Business Response
Date: 05/22/2025
I became aware ******** ******** disappointment in late March, and conducted thorough investigation along with genuine effort to help our member. At the
time of binding, agents offer a Branded policy first. Other quotes would be provided only if the
customer wished to explore different options, after receiving the Branded
quote. In this case, Ms. ****** accepted
the Branded quote originally offered, so there was no need to explore other
insurance options.
After
agreeing to the coverages and premium, paying in full, and binding policy
AU32-100276254 with TMIC, Ms. ****** emailed the writing agent requesting additional
quotes on Saturday January 18, 2025. In response to the complainant’s
request, a quote from Progressive, with a lower premium, was offered to Ms.
****** on January 27, 2025. Reports were not run for the Progressive
quote, which could change the quoted premium once run.

As
canceling the policy with TMIC and switching to Progressive was being explored
over the next couple of days, the writing agent reminded Ms. ****** of the short
rate refund included in the policy. At this point, Ms. ****** did not
wish to proceed with the policy cancelation. The complainant asked to
speak with leadership in an effort to see if a pro-rated, rather than short rated,
refund could be provided, as well as one-year free AAA Membership. It was
explained that leadership would be in contact once the policy and Membership
are reviewed.

On March
6, 2025, an agent of TMIC explained to Ms. ****** the short rate cancellation
is part of our policy filed with the state insurance regulator and must be
abided by. TMIC advised the complainant that the issue will be escalated
to see if any exceptions can be made.

On
March 21, 2025, a TMIC Service Supervisor spoke with the complainant to advise
that since no evidence of agent error is found, TMIC is unable to provide a
pro-rated refund or a one-year free AAA Membership. It was explained to Ms. ****** that TMIC’s
policy states the premium refund due will be calculated according to the short
rate provisions contained in the manuals. As Ms. ****** continued
to disagree with the decision, TMIC’s Service Supervisor contacted management
for the writing agent to look further into the matter and follow up with the
complainant. As the agent's manager, I left a voicemail for Ms. ****** later the same
day.

I contacted Ms. ****** on March 24, 2025, explaining that
the matter is being further reviewed by my superiors, as well as the
Membership department, and a follow-up would be made once the review is
complete.

After
careful review and consideration, it was explained to Ms. ****** that TMIC is
unable to provide a pro-rated refund or a free AAA Membership, as no evidence
of agent error was found. TMIC must abide by the policy filed with the
state insurance regulator without exception.

On April
7, 2025, the writing agent further explained to the complainant that a short rate
refund can be avoided if the cancelation is made effective on the renewal date,
as short rate refunds are only applicable during mid-term cancellations.
It was also explained to Ms. ****** that a signed cancelation form is required
in order to cancel the policy.

On April
9, 2025, Ms. ****** asked for contact information for AAA Corporate to file a
complaint, which was provided to the complainant the following day. TMIC
management also denied a request for a refund of $330 on April 9, 2025, as no
agent error was found.

Customer Answer
Date: 05/22/2025

Complaint: 23299547

I am rejecting this response. This is not a resolution to the deceptive practice of signing me up THEN providing me an alternative rate OVER $300 less IF I pay the cancellation fee.
Nor does this address the absent customer service and managerial service, as this went on for THREE months.
Please reference my complaint.
Thank you.

Sincerely,

******** Guiney
Initial Complaint
Date:01/16/2025
Type:Service or Repair 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 writing this complaint with the utmost respect and hope for resolution. As a long-standing customer, I have trusted AAA for over 20 years, even though your records may only reflect my membership since 2019. My current membership number is **429 014 6847 11000 6**.
Please review my complaint carefully to understand the situation.
### Incident Timeline **October 6, 2024** A technician arrived to assist with a dead battery. He confirmed the battery was bad, and I purchased a replacement for $220.**January 13, 2025**
After Memphis experienced heavy snowfall, I regularly started my car to keep it warm. My nephew noticed corrosion on the battery cables and suggested they had not been properly cleaned during the October service. When my car failed to start, I contacted AAA for a jump start.
The technician tested my battery and found it was only at 200 amps instead of the required 700 amps. I informed him of the corrosion issue and requested a replacement battery.
**January 14, 2025**
The next morning, my car failed to start again, even with the new battery. I contacted AAA for a tow, which took over six hours to arrive. In the meantime, I incurred additional expenses, including Uber rides to rent a car (which was unavailable despite a confirmation) and to pick up my daughter from school. The vehicle was towed to Pep Boys, where it was diagnosed that both the battery and alternator needed replacement, costing $1,024. I had to apply for a credit card to cover the expense, as I did not have the funds readily available. ### Request for Reimbursement
This experience caused significant stress and financial hardship for me and my daughter. Over three days, we faced uncertainty about transportation, and my daughter was deeply affected, experiencing sleepless nights due to the disruption.

Please see more details attached due to the character count I could not include all details
Business Response
Date: 01/17/2025
We spoke with the member and have agreed to refund her AAA battery purchase and credit her entitlement.
Business Response
Date: 01/21/2025
We spoke with Ms. ********* and advised we are unable to reimburse for the repairs needed to be done to her vehicle just the battery reimbursement. Our Field Rep will hopefully reach out soon with details on a review of her driver experience.
Customer Answer
Date: 01/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22820669, and find that this resolution is satisfactory to me.

Sincerely,

******** *********
Initial Complaint
Date:01/08/2025
Type:Order 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 1/2/25 I purchased a membership with AAA for $137. Jason, the employee at the Johnson City office stated that the battery, alternator, and starter can be tested on site. When the technician arrived at the scene, he stated that he can only jump start the car. When I called another office, *******, the regional director, refused to provide a refund.
Business Response
Date: 01/08/2025
Hi
Please provide your membership number and I will be happy to look into this for you.
Thanks

Customer Answer
Date: 01/30/2025

Complaint: 22780835

I am rejecting this response because:Ignore the response to your email. Ms ***** keeps calling me and is upsetting and confusing me. I still demand a full refund by crediting my card, not by sending a check. tell AAA to stop calling me.

Sincerely,

******* *******
Business Response
Date: 01/30/2025
BBB - this matter is closed. She has said, on a recorded line, that she wanted to keep her membership - she just wanted the $60 same day fee refunded. We cannot put it back on her card, a check is being mailed to her. We will no longer reply to this complaint. **** has contacted her several times because she continues to reject our response after the issue is resolved, and that is our process. This matter is closed and resolved - a check is in the mail.
Initial Complaint
Date:10/07/2024
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.
10/5/2024

My daughter was in the car on 10/5/2024 when her car broke down at approximately 8PM. Being a longtime AAA member, she contacted the service to receive a tow truck. Throughout the evening multiple phone calls were made as nobody was showing up and nobody contacting us. Ultimately my daughter was in the car for 15 hours without food water or bathroom facilities.

Ultimately after I became involved a tow truck did show up about 11:00 the next morning and completed the service. At no time where we contacted regarding the delay. It turns out if you google Loganville Georgia you can see at least 5 tow truck services in the city limits.

I really just wanted an apology from AAA and an explanation of why they took so long when clearly tow trucks were available.

After being a member for 18 years we will be canceling all of my family members memberships.
Business Response
Date: 10/17/2024
We have attempted to reach ******* **** on 10/17/2024, 10/15/2024, and 10/17/2024 via telephone/email but have been unable to reach him/her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
Date:09/17/2024
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.
I used to be an AAA member. I purchased a replacement battery for my car. Around a year later I started having problems with the battery. Their mechanic location was far from where I lived to service or replace the battery again. I was told my battery was under warranty. I called in even after my membership canceled and was told my battery was still under warranty that I could have it fixed at an AAA shop. I was only told I could not have roadside assistance.

Fast forward I am still having problems with the battery I purchased which is supposed to be still under warranty. Today I was told by an AAA representative that the warranty goes with the membership which makes no sense. The battery is a purchase I made that is not working like it should and is still under warranty. I should be able to get my battery replaced at no extra charge despite my membership.
Business Response
Date: 09/18/2024
Due to Ms. ***** limited
availability to speak via telephone, on 9/17 Ms. ***** advised via email that she will
be taking her vehicle to a AAA Car Care facility in her area that will be able
to honor the AAA battery warranty. Should Ms. ***** have any further questions/
concerns she was advised to reach out to AAA. We consider the matter
closed.
Initial Complaint
Date:06/24/2024
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.
On 5/31/21, I purchased a one-year membership to (Tennessee) AAA in the amount of $68. The sole purpose of this purchase was so that I could assist my mom in towing her vehicle 2 miles for auto repairs.

On 5/31/24, I noticed an unauthorized charge of $105 made by AAA on my debit card. I searched my bank records; discovered that AAA also made two other unauthorized charges (for a total of three unauthorized charges) on my debit card; $91 on 5/31/22 and $101 on 5/31/23 (totaling $297 in unauthorized charges).

I immediately contacted my bank to report the charges. They asked me to contact AAA to see if they would issue a refund; they also asked me to contact them back (afterwards) to let them know what AAA stated.

I called AAA, and they said that they would refund me $105 for the 5/31/24 charge, but that it was too late to do anything about the other unauthorized charges (2022 and 2023).

I called my bank and relayed this info.

Days later (6/5/24), my bank credited my account $101 for the 2023 unauthorized payment.

Earlier today (6/21), I called AAA to inquire as to when they would credit the $105 to my account (like they promised on 5/31). First their CSR said: "My supervisor said that we paid you $101 on 6/5." After I pointed out that the $101 was for 2023 and their promise was for $105 stolen on 5/31/24, the CSR said: "My supervisor now says that we will not fulfill our promise to repay the $105 (2024) b/c you reported what happened."

I called my bank to let them know what AAA told me (today), and they said that the claim was closed; that I wouldn't receive the $105 (2024) because of a law that only makes unauthorized payments generated within 60 days from the first eligible (to be refunded) unauthorized payment refundable.

The banks have lobbied for laws that enable companies (like AAA) to commit fraud upon their customers.

I seek between $105-$196 in restitution. I also ask for groups like BBB to lobby for stronger protections from this type of fraud.
Business Response
Date: 06/24/2024
Thank you for your request.
I have reviewed this membership. I do see the request made on 5/31/24 to have 3 years of membership dues refunded. You were advised since several services were provided through the years, we would only be able to refund the current dues for 2024. The charge of $105 was set to be refunded however in the meantime we received notice from Visa that the charge was disputed. Visa issued a $105 credit on 6/7/24.
Thank you

Business Response
Date: 07/14/2024
There is nothing further I can offer Mr. *********.

He joined AAA online in 2021 and his receipt states his card will be automatically be billed each year. He agreed to these terms when he joined online. I uploaded a copy of this receipt.
Prior to his renewal each year he was sent a notice of what the charge would be and when it would be deducted from his account. He could have contacted us prior to that date to cancel his membership or evenshortly after that date to receive a refund.
The amounts of $91 for 2022 and $101 for 2023 will not be refund as he was notified of these charges and failed to contact us in a timely manner.

The charge of $105 for 2024 was set to be refunded but before it could be processed we received notice of his dispute which we accepted. At that time he would have received a credit from his bank.
I included a copy of this notice which shows his credit. Since we were notified that he was credited this amount there is nothing further I can do on this.

I know he says he was refunded the $101 from his bank however we were never going to refund that amount nor does the notice state that amount.

I’m not sure I can offer a resolution for him that he will like.

Customer Answer
Date: 07/15/2024

Complaint: 21884950

I am rejecting this response because:

AAA never had my permission to authorize any charges other than the one made in 2021. My bank agreed with me (recognizing this) and refunded me the charge from 2023 - they would have refunded me the other charges, however they are/were limited to do so by federal law. AAA mischaracterizes that 2023 ($101) refund as the non-existent ($105) refund for 2024.

I have been advised to contact the state of Tennessee to file a formal complaint. I will give AAA until the end of July to honor their word (made when I contacted them RE: 2024's unauthorized charge) and refund me the unauthorized charge of $105 that they stole from me on 5/31/24. If they continue to be adamant about keeping the $105 from 5/31/24, I will file a complaint of fraud with the state. I will reference these interactions when filing a report - so that the state investigators will be able to use it in their investigation. Or perhaps I should file a report anyways - given that I am certain that I am not the only customer (victim) that AAA has defrauded in this manner.

Sincerely,

****** *********
Initial Complaint
Date:04/23/2024
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 purchased a policy from AAA and before I purchased the policy I asked a lot of questions. I asked them if I can have my import tow to the DMV for inspection so I can get my car registered and lady I spoke with yes I could. Fastward to April 22 when I needed a tow to the dmv called them for a tow they were 2 and half hours late. I wasn't able to register the vehicle in time. I made my concern with AAA supervisor of this possibility due to them being late and not being here yet. I finally get the towed to the dmv. I only had time to get the vehicle inspected but the not registration. I called AAA to tow me back to the dealership that I work at and they said they'll send one. 2 hours later still no tow, I call them they tell me they can't tow my vehicle because it's not registered, but they already towed me to dmv and left me there. The dealership I work at is not even 3 miles away from dmv. I asked that they refund me the complete amount of the policy based on false advertising and they refuse. The supervisor I spoke with very rude and was told I would need to make other arrangements.
Business Response
Date: 05/08/2024
We spoke with **** ******* on 04/23/2024 via telephone and the matter was
resolved.
Customer Answer
Date: 05/08/2024

Complaint: ********

I am rejecting this response because: This was not resolved they are lying they refused to refund me I never a received a phone call since filing a complaint with BBB.

Sincerely,

**** *******
Business Response
Date: 05/09/2024
All of our calls are recorded, inbound and outbound. We spoke to you on 4/23/2024 at 6:13pm for 6 minutes and 57 seconds. The agent apologized for any inconvenience and confusion, and explained our policy to you as this wasn't a covered service. We offer Emergency Road Service, this was not considered an emergency. You also requested to cancel your membership with a full refund, that was processed on 5/7/2024 back onto your credit card. BBB, we consider this matter closed.
Initial Complaint
Date:03/20/2024
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.
AAA lied to me and said they were able to do the job and took my money but could not do the on. They did not even offer me a larger truck would had enough equipment to do the job. They lied and kept me waiting and then they said they would get in touch with the supervisor and the supervisor hung up multiple times.
Business Response
Date: 04/04/2024
We have attempted to reach Ms. ******* ***** on March 21, 2024, March 22, 2024, March 26, 2024, via telephone/email but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

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AAA - the Auto Club Group is NOT a BBB Accredited Business.