Business Profile

Roadside Assistance

AAA Auto Club Group

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

19 total complaints in the last 3 years.
3 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:03/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November 2024, I was rearended while driving and the driver admitted to being on the phone. He provided all his insurance information. I immediately called *** and filed a claim. I did not receive an immediate response so I called again and received a text. I began texting the pictures and information and asked when and where I take my car. **** **** told me it first had to be authorized which I did not understand since they admitted to being at fault and they had insurance. I continued to text and then I started to email to keep record, months went by and finally I received a Survey from *** asking how they were doing on 2/14/25, I gave them all Zero's and explained the situation. Then I receive a text saying, "To ensure prompt and efficient handling, your claim has been reassigned to ******** *******. ******** will be in contact with you soon, but if you have questions you can text them here or email" She contacted me this same day and asked, " I am with the recovery unit and wanted to confirm if repairs are done so I can send a request to the at fault party for payment." I responded to her, "Are you kidding. It barely got authorized a few days ago and I finally have an appointment Monday (this would be 2/17), I am so disappointed in AAA and the service in **. I never had an issue in CA for 40 years." Finally, I drop my car off at ****** Collision and they give me the rental car and on March 5 my car was ready. It took ****** 17 to repair my car and it took AAA from November 12th to March 5th to get my car completed. That is 113 days and not acceptable. Then when I picked up my car I had to pay the rental and the deductable almost $1500 then they send a text to give me $400 no other explanation or what it is for and why they are not reimbursing everything since it was not my fault and the other driver had insurance. This is wrong. I have been sending emails and no response. We pay for insurance and then when we need them, where are they.
Business Response
Date: 04/09/2025
Hello: A call has been made to Ms. *********** by a claim manager to address her concerns. A voicemail message was left requesting a call back for this purpose. Thank you. AAA-The Auto Club Group
Customer Answer
Date: 04/19/2025
I received a phone call from *** indicating, they are looking into the matter. I will update once there is a response.
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 13, 2025, my car broke down at a rest stop in ******* while I was traveling back to *******. I called AAA for roadside assistance. After several attempts, their towing service driver arrived very late and did not have the appropriate flatbed for my vehicle. I waited all night for them to send another towing service driver for assistance. To my surprise, no one ever came. As a result, I slept in my car all night at the rest stop and contacted a different towing service the next morning for roadside assistance outside of ***. *** has been disappointing. You certainly don't receive the proper services as a Premium member. Shame on you, AAA.
Business Response
Date: 02/05/2025
We spoke with *********** on January 27, 2025 via telephone and we are working with our member to reach a resolution.
Customer Answer
Date: 02/05/2025
Greetings,
I am not SATISFIED with ********* Group response to you. They have not communicated after our initial conversation upon your contact with them. A request from me as the consumer with a follow-up email also never happened on the resolution agreed upon to receive a refund for using an outside towing company due to one of their towing services that displayed negligence and unprofessional behavior to assist toward roadside service needed. Until they follow through with at least an apology in writing in addition to the refund owed as the consumer for using an outside towing service as a Premium member of AAA will be considered unacceptable!
Thank you in advance for your attention and support in this matter.
Respectfully,
A'***** Durden ********, Ph.D.
Customer Answer
Date: 02/05/2025

Complaint: 22844453

I am rejecting this response because:
I am not SATISFIED with ********* Group response to you. They have not communicated after our initial conversation upon your contact with them. A request from me as the consumer with a follow-up email also never happened on the resolution agreed upon to receive a refund for using an outside towing company due to one of their towing services that displayed negligence and unprofessional behavior to assist toward roadside service needed. Until they follow through with at least an apology in writing in addition to the refund owed as the consumer for using an outside towing service as a Premium member of AAA will be considered unacceptable!

Thank you in advance for your attention and support in this matter.
Sincerely,
A'***** ********, Ph.D.

Business Response
Date: 02/12/2025
We spoke to Ms. ******** for 18 minutes on a recorded line on 1/27/25, we listened to her frustrations that occurred and apologized. In the recording she said she accepted our apology, and we would be sending her a check for the charges she incurred by paying out of pocket for towing.
The case has been closed and resolved.
Customer Answer
Date: 02/12/2025

Complaint: 22844453

I am rejecting this response because:
Greetings,
I reject their response again because AAA did not give accurate information what was stated totally by me in the conversation January 27. Yes, I provided a complaint to their customer service office agent name ***** regarding their unprofessionalism for their towing service vendor that never showed up to assist for roadside service as a Premium member. However, after I made my complaint to ***** I asked for a confirmation email regarding my complaint. That has not occurred. Additionally, no one from their complaint or customer service office has followed up with me via email or phone contact with the status of the refund. This is totally unacceptable! Additionally, I am still waiting for a written apology on the incident which could have taken place in the confirmation email of our initial conversation with the representative on my complaint. So as far as I am concerned the case is not closed until the following items occur below:
*Written apology via email (preferably)
*Follow-up conversation on the status of the refund (via email or phone contact)
*Refund on the money paid out of pocket for roadside service
PS-If they continue to "drag their feet" on this case I will be removing our motor membership and possibly make this a legal matter.

Sincerely,

****** ********
Customer Answer
Date: 02/20/2025
Greetings,
I have not heard back as of February 20, 2025 from ************** on the status of my complaint regarding the reimbursement for our roadside service paid out of pocket last month due to their negligence and irresponsibility. The person in question who works for ************** is ***** *******. She works in the ****************************** However, she has not reached out to me since January 27 when I received a call from her after reaching out to the BBB. I stated my complaint on their negligent, unfavorable, unprofessional, and unacceptable responsibility on the matter. I've called her numerous times on her direct line and no answer or return phone call after the initial conversation. Additionally, I am told by their company the case is closed #******** and communicated previously to you from them as well.
I am totally baffled how such a company could be so insensitive to matters such as mine as a premium member for many years. You are unable to reach anyone at the top level of management to handle the situation in a professional manner. It's mainly an automated roadside service company which in my opinion is inept to say the least. No one seems to know their job responsibility overall to assist consumers in a diplomatic or satisfactory manner.
As a result, this will eventually become a legal matter based on their incompetency as a company who has gotten away with unscrupulous behavior assisting consumers over a period of time. It is time to become aggressive with them and expedite it to the next level.
Thank you in advance for your assistance in this matter.

Sincerely,
A'***** ********, Ph.D.
Business Response
Date: 02/28/2025
The 1st check that was sent out was lost in the mail. We then had to wait until that was canceled by the bank, so a new check was delivered to Ms. ******** on 2/26/25 via **** This has been resolved.
Initial Complaint
Date:11/22/2024
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 Claim: *********. Attorney ****** ****** is representing ******* ******* in a fraudulent personal injury claim with ***. I have operational knowledge that ******* staged the car accident in his black *** 3 series wagon in August 2022 while driving for **** at ***************** I purchased the vehicle for him in 2020. He staged the accident with a ********* delivery driver. I was on the phone with him during the accident sequence.
Business Response
Date: 12/18/2024
This member resides in ********** which is a different company from the company in *** This matter will need to be taken to the *************** for resolution.
Initial Complaint
Date:06/03/2024
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.
AAA will not allow me to renew my membership because I was told the reason was that dealing with me they spent more money than they received from me.
Business Response
Date: 06/04/2024
AAA - ************* Group is committed to delivering quality roadside assistance to all our members
in their time of need. To maintain our high standard of service, we regularly review memberships and
examine the types and frequency of the road service requests we receive.
Upon reviewing your membership, we have elected to non-renew your AAA Membership at the end of your
current membership term because of a disproportionate use of services. Details regarding service limits
can be found in your AAA Member Handbook at AAA.com.
If you have questions concerning your non-renewal, please call ************
Customer Answer
Date: 06/12/2024

Complaint: 21797067

I am rejecting this response because: The only outcome is to be allowed to renew. Their decisions was unfair and unwarranted.

Sincerely,

*****************************
************
*******************
Customer Answer
Date: 07/08/2024
I am very upset as I feel I have done nothing wrong. But in fact I have been wronged.
Initial Complaint
Date:04/09/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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 wife and I broke down on I-65 southbound in ******** on 2/10/2024. Unable to be located by aaa app, I had to call in to speak with a representative. I explained exactly where I was broken down at being there was a mile marker on center wall. This rescue response took 4 hours and according to the Driver who showed up that was the 5th company contacted. AAA messed up on this issue and trying to file a complaint with the Motorclub in ********* will take an act of God. I went to the on ************ only to get turned around due to them not able to take complaints and given a phone number to call. I called on dates 3/7, 3/21, and 3/29, all calls leading to finger pointing between aaa kentucky and aaa tennessee. I spoke to AAA Kentucky members relation who gave me the most customer service assistance, which he explained the different resolution that could be done if I were a member of Kentucky AAA, but it would have to go through my home club in *********. Still no contact from my home AAA club, so I contacted AAA Kentucky to get transferred to Tennessee AAA which was the only way to speak to someone. I have an open complaint number as I explained to AAA resolution member I spoke with on 4/08. I was told by AAA Kentucky the types of compensation the offer like waiver of membership but I'm with AAA Tennessee who slap me in the face with $50 off your renewal!
Initial Complaint
Date:01/29/2024
Type:Customer Service Issues
Status:
UnansweredMore 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 Sunday January 28. Requested towing service @ 3:45pm central time. As of 8:00pm, over 4 hours later, tow has not called. Tried calling office at 8:45 pm EST. 7:45 pm local time. Was informed that office was closed. Per the *** website office should be open for another 15 minutes. I waited for over a week to get my vehicle into the garage for repairs. Now I will have to cancel appointment for Mon January 29 and reschedule appointment and wait another week. Very poor service, renewed my membership December of 2023. Want refund for my membership fee due to this travesty... I would like to have the 3 hours of my life back but I know that won't happen.
Initial Complaint
Date:01/18/2024
Type:Product 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.
On January *************************************************************************************************************************************************** that our service would be delayed, then those stopped and no one ever came to help me. I called again on the morning of the 17th and was told that a service person would be as soon as was possible. But the same thing happened, a couple of text messages about a delay and no one showed up. At 20:45 on the 17th I received a text message telling me that my service request was being cancelled. I was able to get my vehicle out of the street but it is still blocking the public sidewalk. I have no direct conversation with AAA about this, only text messages that I can't respond to. We pay a yearly membership fee and this is the service we receive? Once this settled I will be canceling my membership.
Business Response
Date: 01/22/2024
We spoke with ************** via email on 01/22/2024 and provided a resolution.
Customer Answer
Date: 01/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that, while nothing was offered but an apology, I realize that there is nothing more I can do about it. Therefore I consider this issue closed.

Sincerely,

*******************
Initial Complaint
Date:01/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Tuesday 1-9-24 I went to my cabin to meet the propane delivery. I was able to get to my cabin but when leaving I got stuck because the street to my house iced over. The propane delivery was stuck as well. Since I have no phone service the delivery guy called Autoclub and they dispatched a driver. When he came he never asked for my ID and immediately did not want to help. I told him that we both need to get out. He then wanted to get argumentative with me and said that if I continued he would just leave. He then said he needed to take a Video and send to his manager. I asked why and he said AutoClub will not cover the tow and told me it would be $295.00 for him to tow me. I had no other choice because he was basically holding us hostage. He then walked up to the street because he said he had to put chains on. He was gone for awhile so the propane guy went up to help him. It took him less than three minutes to tow my car up and would not take my car down until I paid him. I told him my purse is in the car, so he let my car down so I could get my credit card. He sat in my car and called somebody for the charge, after that he finally let me in my car! This experience was creepy, weird and I feel victimized by him. Im a 64 year old woman in the snow and cold with no phone service! Why would Autoclub send someone like that. Please look at Yelp reviews for ********** towing theres allot of other people not happy.
Business Response
Date: 01/22/2024
We apologize, but it looks as though you filed your complaint with AAA TN BBB. We don't have any record of your information, and it looks as though you are from **********. You would need to file the complaint in the state you requested service, or your home state. Complaints are handled by territory/state and TN can't assist with ********** complaints.
Initial Complaint
Date:09/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AAA charged my debit card without permission on August 15, 2023 in the amount of $113.00. I made them aware of the fraudulent charge on the same date. They said it would take ten days to refund the charges. I also contacted my bank who also agreed that timeline is excessive. At this point, it has been ten days and they still have not returned my money.
Business Response
Date: 08/28/2023
Dear BBB of ********,
For resolution, please forward this complaint to AAA Auto Club South.
Thank you,
AAA Member Experience
Business Response
Date: 09/12/2023
Hello.
Your refund was processed on 8/31/23.
Membership Refunded via Credit ********** **** 08/31/2023 $113.00
If you have any further questions, feel free to contact us at **************.
Initial Complaint
Date:08/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car was towed by AAA service on 7/12. When I went to pick up my car at *************. Right before I leave I found out my radio Antenna was missing with chips exposed. I went back ask for dealership explanation. They said they did not do it, your car was towed here, it could be tow truck caused. I ask camera proof. They have to wait for their service manager back from vacation. On 7/17, I went to **** he pulled camera for me when GT tow car entered the lot, he said there's no antenna on top. I pulled camera on my doorbell, when the car was picked up, it has antenna on it. So I contacted AAA, after many transferred phone calls. They assigned a service monitor, **** located in Michigan. She was not helpful at all. After I submitted photo and dealer quote to repair it (they demand $860, originally verbally quote me 2k. ). After reviewing the photo, **** said she can clearly see my antenna was missing around service date, that is unfortunately falling off, She can't hold tow service liable. She can offer $70 AAA dollar towards next year's partial membership renewal. Wether I agree it or not, this case is closed. So I called AAA again, ******* assigned me a case #***** , said they will give me a call. But it has been 2 weeks till tomorrow. No one called me. Today I called them again and was holding over an hour during transfer. So I have to drop to call ************, got transfer again. Finally called ************. ****** answered and told me the first unhelpful agent **** documented no damage. I tole her that is why ******* gave me another case #*****. But so far no one called me. ****** said she will ask them to give me a call. She does not know how long. This is frustrating, I spent hours on the phone on my day off just try to get hold of them. After finally hold one person and they cannot solve the problem. This is awful business practice.
Business Response
Date: 09/05/2023
We spoke with Mrs. ************** on 09/05/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for Mrs.**************.
Customer Answer
Date: 09/05/2023
AAA Rep **** called me today asked me information and photo again. I said I sent all to ****. He said he still needs me to send to him along with full pictures of the car and 2 quotes. I told him I can send him tonight since my daughter drove car to school. But I can send him the video clip of the car when they picked my car that day and the picture of tow car entered dealership lot. He said, just like **** told me before they prefer me to wait and send all together. So I told him I will take full pictures of the car when my daughter gets home after school. I told him that I have bought a temporary shark fin cover to cover the radio chip to prevent rain damage. I had tape on the bottom, because it is kind of loose, not exactly fit. It is hard to find partial part unless you buy the whole radio package.He said just send him from, back, left and right and 2 quotes. I only have dealership quotes, because previous agent **** told me if more than $1k need 2 quotes, since dealership finally quote less than $1k and **** rudely closed my case on her terms. So I didn't get 2nd quote. But I am gonna send him the full pictures of car tonight along with previous photo proof and one quote to him to wait for his response. Because if he needs another quote, I had to wait to get another day off to make appointment with body shop to get quote.
I thank you very much for helping me to contact them to contact me. I just have to wait to see if **** can solve my problem. Because I paid $82 for tow service, my car has Antenna before it was picked up. Dealership told me when my car towed there don't have antenna. Since AAA arranged towing. That is why I have to hold AAA responsible for it. Thanks again for helping me to get AAA contact me. The results how they will handle it second time, I will have to wait and see.

Customer Answer
Date: 09/06/2023

Complaint: 20549424

I am rejecting this response because:
Date Sent: 9/5/2023 11:27:01 PM
AAA Rep **** called me today asked me information and photo again. I said I sent all to ****. He said he still needs me to send to him along with full pictures of the car and 2 quotes. I told him I can send him tonight since my daughter drove car to school. But I can send him the video clip of the car when they picked my car that day and the picture of tow car entered dealership lot. He said, just like **** told me before they prefer me to wait and send all together. So I told him I will take full pictures of the car when my daughter gets home after school. I told him that I have bought a temporary shark fin cover to cover the radio chip to prevent rain damage. I had tape on the bottom, because it is kind of loose, not exactly fit. It is hard to find partial part unless you buy the whole radio package.He said just send him from, back, left and right and 2 quotes. I only have dealership quotes, because previous agent **** told me if more than $1k need 2 quotes, since dealership finally quote less than $1k and **** rudely closed my case on her terms. So I didn't get 2nd quote. But I am gonna send him the full pictures of car tonight along with previous photo proof and one quote to him to wait for his response. Because if he needs another quote, I had to wait to get another day off to make appointment with body shop to get quote.
I thank you very much for helping me to contact them to contact me. I just have to wait to see if **** can solve my problem. Because I paid $82 for tow service, my car has Antenna before it was picked up. Dealership told me when my car towed there don't have antenna. Since AAA arranged towing. That is why I have to hold AAA responsible for it. Thanks again for helping me to get AAA contact me. The results how they will handle it second time, I will have to wait and see.

Sincerely,

Xiu Sun-*****

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AAA Auto Club Group is NOT a BBB Accredited Business.