Complaints

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

close

Find a Location

AAA - the Auto Club Group has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  AAA - the Auto Club Group

  6631 Clinton Hwy Suite 112 & 113 Knoxville, TN 37912-1025

• 

  AAA - the Auto Club Group

  110 Capital Dr Knoxville, TN 37922-3343

• 

  AAA - the Auto Club Group

  3000 Peoples St Johnson City, TN 37604-1442

• 

  AAA - the Auto Club Group

  715 W Lamar Alexander Pkwy Maryville, TN 37801-9004

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:03/11/2024

  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.

  Since joining AAA my wife and I have received multiple pieces of junk mail per week. We tried to opt out on the AAA website but it's impossible to do so. Every time you go to the opt out page, a pop up opens immediately and asks you to enter your zip code. After you do that it redirects to another page, thus making it impossible to opt out. Similarly, the same happens when I click unsubscribe in their marketing emails.
  
  This is ridiculous and I believe they did this by design to deter people from unsubscribing. There is no reason for it to be that difficult to stop AAA from sending mounds of spam mail and emails.
  
  I'm on the verge of canceling my membership.

  Business Response

  Date: 03/11/2024

  Hi

  I have updated your preferences to receive no marketing mail or emails. You may also visit a local branch and they can help you with this or call 8************

  Thanks

  Customer Answer

  Date: 03/13/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Connor *****

• Initial Complaint

  Date:01/26/2024

  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.

  Received a letter in mail (Dated 9, 2024), to pay insurance amount due by Jan 20, 2024 on Jan 23, 2024. I went to the AAA location the next day, to enquirer why the notice, when Autopay was requested to agent ********* in June 2023. Subsequently, I visited with him and informed him that he was going to set up everything, so I have no penalties. Etc. ******* agreed. I added my AAA assigned credit card, when I received it. I am extremely cautious on paying my credit card bill on time. Was explained clearly to agent. After I received the notice, on Jan 24 another agent assisted me as I have see him before and he come to the CATHOIC church. He knew what the problem was, and I had to visit the agency three times on that day. I forced him to call his boss, because the email process was not delivering results. He mentioned that his boss said he does not have time to talk to clients. Serious conversation revealed the agency problems as well as dishonesty as expressed by Vince. However, agent ******* was gone. I was asked to visit another all state agent to write policy. I went out. But only partial data was made available to all state agent. I realized that this was a trick to get me out with out a complete answer. Another agent ***** tried an approach that they knew did not work. So why try approaches, that do not work. I was told they would call me next day Jan 25, 2024 no call. Finally they realized this issue is with ****** Leadership of ***** focused on repeating what I was not asking. Repeated, I did not pay, I am going to pay bill, so amount was not paid. What ***** admitted that he did not talk to *******, and I had asked for documentation where everything was done from *******’s terminal with IP address (specifics added now). I copied the email to AAA CEO *****, he was caring and concerned very heart moving. He assigned *** ******** but they knew all the way they side with the auto club group, so why waste my time, and show false concerns and asked ******* to upgrade to problem. I am lost as I have no insurance coverage. Then, an agent in office said he would call police. I said go ahead make my day and requested for investigation report. Have not received. Informed them to send report to police.

  Business Response

  Date: 01/29/2024

  *** ********* had a conversation with a manager on January 25, 2024 about his insurance policy that canceled effective December 31, 2023 because no payment was received.

  The following notices were sent prior to cancellation.

  July 11
  a notice was sent to you warning you that if you did not sign the EFT form
  you would be removed from EFT.
  July 16
  a notice was sent to you informing you that you had been removed from EFT
  November
  22 your renewal notice was generated along with a bill that was due by
  December 31
  December
  9 a bill was generated with a minimum payment due by December 31 or the
  policy would cancel
  January
  7 a final notice was mailed to you extending the deadline to January 20 to
  make a payment  

  We have received no less than 25 emails from *** ********* & an un-numbered amount of calls concerning his policy. At this point his policy is not eligible to be rewritten and he will need to find insurance elsewhere. 

   

  Customer Answer

  Date: 01/29/2024

  The policy renewal date was, around Dec 30, 2024.

  The last date mail sent out was Jan 9, 2024 with a renewal date of Jan 20, 2024.

  surprisingly, we had inclement weather, which probably the manager does not know.  The said letter was received Jan 23, 24.  I visited the office next day.  
  

  the respondent repeats and presents the same answer.  What BBB need to ask is where is the application where the credit card system failed.

  the Credit card information from actor / agent ******* is missing.

  another Missing information is I have a Kia soul 2017, registered.  Kia on dec 20, 2023 send a notice to all and said they are fixing the problem of stolen cars.

  this information is being used to jack up rates. Scaremongering.  Additionally, payments made on credit card are eligible for 10% refund.

  leadership *****n point was he didn’t make money.  
  

  since he didn’t make money and the other information request of credit cards application by agent actor ******* is absent.  The misleading information presented as leadership knows that.. his scaremongering tactic has failed.  
  

  the response does not state why police threats were used.  
  

  absence to provide vital documentation I SET UP ON AUTOPAY.,,

  my member ship dues for 2024 were taken by auto pay small amount but 10% savings.  My auto insurance large amount and 10% was denied during first payment and second payment… 

  bait and switch was a technique that was used and if the leadership did not make money… please show how my money was distributed and to whom…

  lower his rating and send me a copy…

  Customer Answer

  Date: 01/29/2024

  I am rejecting this response because:

  the Required documents, to set up eft for both (a) AAA membership and (b) AAA insurance were done by personally visiting with AAA actor/agent ******* * ********* ***

  The absence of document with changes done by ******* can only be verified with documents printed from the up address portal.

  the (A) AAA membership was done correctly and went through without further action on Dec 1, 2023. The (B) AAA insurance was done on the same day

   

  bothe were don on filling receipt of AAA credit card in mail.

  I did not get my 10% as ******* did not complete the transaction for AAA insurance that was renewed in June large amount $1000 10 percent discount

   

  i got small change for only AAA membership was done.

  i would like the leadership to report to the police the harassment and let them know they do not give paper work that they hold.

  BBB should ask why was mail delayed and last renewal date was Jan 20, 2024.  Failed of BBB TO NOT ASK SIMPLE QUESTIONS, brings an important question to mind?  What service is BBB really providing as a mediator if request most important paper work is not provided by their AAA ACG business partner.

  if Leadership of ***** Reuhling cannot provide paperwork, and does not make money.  Leadership can report loss.  If ***** wants to make money and he cannot make off me.  Then he can look out for productive work, and make money..,

   

  also my insured car Kia soul 2917, has problems as reported by Kia in Dec 2023.  They told me they do not want to insure this car.  Scaremongering (fear and greed) sums up capitalism and will call police threat is standard business practice!!!

  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:12/04/2023

  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.

  Have been booted from AAA's system with no refund of membership! Membership number invalid on November 9 2023 up to yesterday 12/1/2023. AAA refused receipt for paid for services *****some change on November 9,2023. Website would not let me refile this receipt yesterday because the membership number on my card is absolutely invalid.
  
  Membership number *** *** ********** on my gold card that says member since 2009.
  
  Required to use 8 yr old , non paid card number from SC membership number **************** to file the " had to be done over " receipt for *****78.
  
  I am insulted.

  Business Response

  Date: 12/21/2023

  We spoke with *** ******** on 12/21 via telephone and the matter was resolved.

• Initial Complaint

  Date:11/06/2023

  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.

  Due to alternator failure, our AWD vehicle needed to be towed. We called AAA, and they sent Marble City Towing to tow our vehicle. My husband and I both watched the tow truck driver hook and pull our AWD vehicle. We did not know it at the time, but have since learned that AWD vehicles must be transported on rollback or the driver must use a dolly. Neither of these were done which caused the rear differential to break. This mistake resulted in thousands of dollars of repairs. We called AAA to report the damage caused by the tow company that they sent to tow our vehicle. They gave us a claim number, the phone number of the owner of the tow truck company, and told us to take it up with Marble City Towing. After a few phone calls and texts with ******* (owner), he has blocked my cell and work phone numbers. Marble City Towing tells AAA that they have no pictures of how it was towed, and the driver cannot remember how it was towed. Again, two eye-witnesses testify it was hooked and pulled. Marble City Towing business revolves around AAA leads. Their tow trucks have AAA painted on the side. It has been 8 weeks since the claim was filed and so far NOTHING has been resolved. AAA says they serve as the "mediator" between us and Marble City Towing. The tow company is not accepting calls and refuses to pay the damages they caused, yet AAA continues to send Marble City Towing to service customers. We have cancelled our membership. The "service" is actually a disservice. Two lessons here....AAA knowingly uses an unethical company for towing services and do not allow Marble City Towing to touch your vehicle. If they cause damage, the will not take responsibility, and AAA will not hold them accountable. Keep in mind, we did not call or pay Marble City Towing. They have no incentive to satisfy us. We would have been better served to not have AAA membership and call a reputable tow company of our choice. We have spent 20+ hours trying to resolve the issue. Beyond dissatisfied!

  Business Response

  Date: 11/28/2023

  We spoke with **** ****** on 11/27/2023 via telephone and we
  are working with our member to reach a resolution.

• Initial Complaint

  Date:09/15/2023

  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.

  The date of the initial transaction was November 2022 as the initial roadside service contract began upon AAA receiving my payment of $227.78 The agreement that was told to me is your basic roadside service for my vehicles AND MY RECREATIONAL VEHICLE. I hold a premier account with aaa ****************** since November. As of July 14, 2023, at 5:07pm, I initiated a road side service call. I had two blow out tires on my RECREATIONAL VEHICLE and needed assistance. The following times are what followed after initial call.... 5:41, 5:44, 5:47, 6:53, 8:00 p,m. on all calls. Again at 7:15 a.m on July 15, I still had no answer even though each called was a failure to get someone to tell me when can i expect someone to assist. Once again, more calls made at 7:17, 7:44, 8:02, 10:56 and again at 11:14 a.m. ,Now, there are several reasons for the strange times for calling due to incorrect phone numbers for my location. That is a huge issue and all i can advise is you need to call yourself. Also, not everyone can receive wifi or cellular to file a roadside call on line. Secondly, no one ever called me from AAA to inform me that the tow driver could not perform the job required and never even came to my location. On my final call to AAA, thats when they told me the tow driver could not help me. There were no recommendations, no informaiton as to what i needed to do, no information as to what i can get reimbursement for or anything that could have aided me. So, I ask you that if you cannot provide roadside service for my Truck and The RECREATIONAL VEHICLE I TOW then why am i paying for it? Why was this service offered to me if i cannot receive any roadside assistance ? Upon finding this all out, it made me realize that AAA cannot do what was contractually agreed to by my payment.

  Business Response

  Date: 09/18/2023

  We spoke wit­­­­­­­­­­­­­­­­­­­­­­­­­­­ ** ******* ******** on Monday Sept.18th, 2023 and provided her with the contact information for their home AAA club, as this complaint is not towards the Auto Club Group.

  Customer Answer

  Date: 09/20/2023

  I have received a call from a automobile club who informed me that the address entered in my complaint is not who my complaint should have gone to.  However, when I initially filed with BBB for AAA motor Club there was no address available to select from which is their main headquarters of Wilmington, Delaware.  So, how or what should I do now that you do not have them listed?

• Initial Complaint

  Date:08/01/2023

  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.

  On July 24, 2023, my daughter and grandson were stranded on I75 near Clinton, TN. In order to get tow service from AAA. My daughter joined AAA at cost of ****** and paid towing fee of ******* I authorized these charges on my credit card. After waiting all night, the tow truck never arrived. AAA advised my daughter that they were unable to get anyone in the area to tow them. We hired another tow service not affiliated to AAA to tow vehicle into Cleveland, TN. (Copy of Paid Invoice uploaded)
  Several attempts have been made to get AAA to resolve the aforementioned issues. I have been transferred to several different AAA employees and spent to much time on phone with them. I had requested refund of ****** for tow service which was never provided and credit for ****** membership which is completely worthless. On July 27, 2023 AAA employee stated a refund of ****** and ****** would be made. Membership still shows active and neither credit has been issued to credit card.

  Business Response

  Date: 08/11/2023

  We have
  attempted to reach Ms. Dena
  Fennelly on 08/02, 08/03, 08/09, 08/10 and 08/11/2023 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.

  Business Response

  Date: 08/21/2023

  We spoke with **** ******** on 08/10/2023.  We explained the refund was issued and consider the matter closed. 

  Customer Answer

  Date: 08/22/2023

  On 08/22/2023 ***** **** with AAA Corporate contacted me. As a result, a credit for Membership Fee of ****** was issued to my credit card. I verified that credit of ****** was shown as a pending item on my Visa Credit Card pn 08/22/2023. My issues have been resolved.

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

• Initial Complaint

  Date:07/24/2023

  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.

  On Wednesday the 19th of july 2023 i had an appt with John May at AAA to buy road side assistance , at the very end he said " you Credit Card will automatically renew , you will get a letter 45 days before"
  I said why is that cant we do it now i dont want to have it renewed
  
  He said , " No cant do it now , have to wait until you get the letter , that the only time you can do it"
  
  I said ,why he said "thats the way they do business, nothing we can do about it now , thats how business is run"
  
  I said you mean you don't have a check box you can check right now so it won't renew
  
  He said "no cant do nothing about now have to wait thats the way business is run thats how it works"
  
  I said " I dont want to have that i am going to call in tomorrow and complain"
  
  He said " Do you want me to check the Box right now , I will check it now. "
  
  I just looked at him in a daze how can you tell me that and be able to do it all along
  i think he said he get a commission and he was lying to my face about renewing and i want to complain i think its illegal to say what he said to me to try to get a renewal and i want to ask the state to investigate his past claims on Credit Cards from the others and see if they were told the same thing and then others in the AAA , maybe this is systematic. But It was illegal to tell me he cant check the box of auto renew and turn it off , he said he cant then i said i was going to call and complain with 1 second he changed his tune, he even called me at home as said its just the way they do business thats how its done. I am asking for a full investigation and want this to go to the Insurance Regulatory body governing these issues , I Canceled my payment from my Credit Card . I want to know is the coming from upper management as a whole busines which is illegal or just at the lower level Why did he tell me to my face he cant do and when i said i am complaining change it in 1 second . How many other has he done this to.

  Business Response

  Date: 07/31/2023

  Good morning,

  We have reached out to this client to inform him he was not put on autobill and is not currently on autobill. We apologized for the confusion during this interaction. Should any further clarification be needed, please reach me directly at *************

• Initial Complaint

  Date:07/05/2023

  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.

  June 24 I received a call from my 18 y/o daughter saying her car was barely running and rattling so she pulled off and called AAA. She was stranded in a remote location. Whoever she spoke with asked if the car was running and she said it did turn on. They refused to send a tow out stating the car still ran. She called my wife and me so we drove from out of town. I inspected the car and found it extremely hot, the oil drained out and the engine was unable to go further. We later learned it was engine failure requiring a new one.
  
  I started a service call on the app at 8:30. I got a couple call reminders and so we waited. At about 10:25p I called and talked to a rep who told me the dispatch notified a tow service but we were out of their area so they won’t come. No one followed up on that to tell us of the delay. Another service call was started and they agreed to make it an unattended tow. We never got an arrival call as promised so June 25, we drove back out and found the car still there. I had to make another service call and finally it was towed to the shop later in the day.
  
  I made two complaints too AAA reps and was told it would go to an East Tennessee regional manager and I’d be contacted. No response after a week.
  
  Here is what I ask. I want AAA to know they irresponsibly stranded a teenager for hours by refusing to listen to her and refusing a service I pay for. We bought the membership because we wanted peace of mind for our teen girl, and refusing dispatch a tow is unacceptable. She said the man she talked to talked over her like a child. I want all of my service calls back on my account or to receive some sort of compensation for the poor service, lost time and expense of having to unexpectedly having to come back to Knoxville. I did not receive the services I pay for.

  Business Response

  Date: 07/18/2023

  “We have attempted to reach *** ****** ****** on 07/07/2023 and again on 07/13/2023 via telephone but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve
  the matter directly with them.”    
  

• Initial Complaint

  Date:06/21/2023

  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.

  For the 2nd time in a years time, I had an issue with my car and needed roadside assistance which I pay for through my AAA membership. The first experience was with a dead car battery. The second experience, yesterday afternoon (6/19/23) was a flat tire. In both instances AAA was unable to find a provider to respond to their call. Both times I was forced to contact Law Enforcement Agencies for help. The occurrence yesterday left my children and I stranded 2.5 hours from home for 4.5 hours. AAA called one time to say the ETA would be longer than expected. I called back via the 800 number after the stated ETA and got no additional information. After my last call, I never received any calls and/or updates regarding my request for roadside assistance. As this is a service I PAY for BECAUSE I am a single mother, I find it unacceptable that these issues are occurring. I’ve been told by multiple service providers that more and more providers refuse AAA calls due to issues receiving payment and/or the amount that AAA is willing to pay. This is totally ABSURD these AAA issues are hurting the customers and hurting them at the worst time-when they need help!

  Business Response

  Date: 07/01/2023

  We have been successfully made contact with *** ******* and consider this matter resolved.

• Initial Complaint

  Date:06/05/2023

  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 car would not start today and I tried to charge the battery but it would not charge. I called Triple AAA for a service call. They came out and said I probably needed a battery but they jumped it off and told me to run car for 30 minutes. Mind this is an Infiniti QX80 that drinks gas. I told service guy that I would like to purchase a new battery. He told me that their guy just quit and he cant provide battery today. He said if my car would not start tomorrow that i could call triple aaa again and that I could get battery tomorrow. I said I needed car for work tomorrow and he said I am sorry. I called Triple AAA back and they said they would try to find battery. That was over two hours ago. I called back and they said if they find battery they will call me. Why do I have Triple AAA for? I have been member for over 30 years. I only need a battery. I think Triple AAA needs to assure that their customers can get battery if they need it!!! I keep Triple AAA for assurance and this incident is totally ridiculous.

  Business Response

  Date: 06/05/2023

  We spoke with **** *********** on June 5, 2023 via telephone and he matter has been resolved.