Complaints

This profile includes complaints for AAA Mid-Atlantic, Southern Region's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AAA Mid-Atlantic, Southern Region

  2871 Plank Rd Fredericksbrg, VA 22401-4947

• 

  AAA Mid-Atlantic, Southern Region

  1601 Willow Lawn Dr Richmond, VA 23230-3427

• 

  AAA Mid-Atlantic, Southern Region

  616 Albemarle Sq Charlottesvle, VA 22901-7406

• 

  AAA Mid-Atlantic, Southern Region

  9210 Arboretum Pkwy Ste 290 N Chesterfld, VA 23236-3495

• 

  AAA Mid-Atlantic, Southern Region

  1201 Mall Dr N Chesterfld, VA 23235-4767

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:06/18/2025

  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.

  Good day, I have been a member of *** for 20 years. I have had problems with them in 3/24 then again in 9/24. I have since gone to AAA in person 6/4 of this month to be told someone would contact me within 3 days. Today is 6/18 !!! I am out of options and patients !! These complaints are quite long and I am trying to send you copies of the letters explaining all but it say's to much data to send . Could someone please contact me on how to send them or should I make copies and send to you in the mail ? Please advice . Thank you sincerely,***** **** ********************************************************** ***************

  Customer Answer

  Date: 06/20/2025

  i would like for them to respond !  Acknowledge the problem . Maybe offer a year or 2 free service as i drive an older vehicle , i am a widow that lives in the country . I don't know if there is another company like AAA but i need some backup which i thought i had with AAA
  Thank you for your assistance
  ***** ****

  Business Response

  Date: 07/02/2025

  Dear BBB,
  
  Thank you for reaching out to AAA. We want to inform you that our Member Relations supervisor left a voice message requesting a return call. In the message, the supervisor has also provided a contact number for the member to use when returning the call.
  
  Sincerely,  
  AAA Member Experience

• Initial Complaint

  Date:05/10/2025

  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.

  Vehicle broke down on highway 64 at 330pm on May ******. Call to AAA- text stated tow will arrive in ********************************************************************************************************************* 43 minutes. Spouse was picked up off of side of highway and brought home by family member.Two days later- TODAY May ******* we called garage that AAA was taking vehicle to and they said they never received the vehicle. AAA voicemail left late Thursday night said we don't have anyone to help call back tomorrow... We have tried multiple times to speak with dispatch, supervisors, anyone and keep getting transferred to recordings or hung up on. Unsure if we need to contact state police. This is clearly not how they advertise services! I cannot believe I paid for this membership!!! This is illegal

• Initial Complaint

  Date:02/02/2025

  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 2023 - 2024, I had the top *** membership tier. Nothing occurred as promised. I also spent MONTHS - to no avail - trying to obtain a refund from them through phone calls, email. Per AAA laws, if they were unable to deliver a service, such as battery replacement, or tow, you are entitled to a refund. It's now 2025, and still no refund. They do have the nerve, to call my phone, mail me, and email me about the issue of my yearly renewal not being automatically drained from my *********** was unable to provide a battery when mine broke down. One of the main reasons people get AAA is the battery replacement when it breaks down. I also had an important tow, at one point, when I was on the side of the highway near ************, ********. I told *** it was an EMERGENCY - I was in a dangerous place! They assured me they would save me promptly. The highway patrol literally waited with me for an hour and a half. Finally the police came, and said, "This isn't safe. You could get run over. *** doesn't work like it used to, they aren't going to come get you." The policeman basically ordered me to pay for a tow out of pocket. At this point, *** had told me it would be another hour, or ***** AAA, when I asked for a refund, I received clueless people sending me from one wrong department, to another wrong department, with no refund. I can't believe they not only put me in dangerous situations, but they essentially stole money from me, by refusing to send me to the right department to refund. I'm horrified at the idea that they felt "entitled" to a yearly membership renewal after these services.

  Business Response

  Date: 02/21/2025

  Dear BBB,  

  Please see our response below sent to the email address we have on file. This message was sent on February 20, 2025. 

  Dear ******* ********,
  
  Thank you for your feedback regarding your recent Roadside Assistance experience on
  
  We sincerely apologize that we were unable to provide the service you requested. To request reimbursement for alternate service, please complete the Roadside Reimbursement Form found at ****************************. Please provide a copy of your receipt for reimbursement consideration under the terms of your membership.
  
  Thank you for your continued membership. We are confident that, should the need arise for future roadside assistance, you will receive the safe, prompt, efficient, and courteous service that AAA is known for.
  
  Sincerely,
  
  ***** ********
  Member Relations Coordinator
  **********************
  
  ********************************
  **************

• Initial Complaint

  Date:10/18/2024

  Type:Product 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.

  I have requested my membership be cancelled on Oct 15, 2024 and my prorated payment amount be refunded. The company refused even though I am within the 90 days of my start date of July 25, 2024. I would like the prorated refund mailed to my address on record effective 10/15/24.

• Initial Complaint

  Date:09/22/2024

  Type:Customer Service 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 9/22/24 i requested roadside assistance from *** and received the worst service from any company i have ever dealt with. I was originally told a tow truck would be at my destination within 1 hour and after 2 hours of no updates and no tow truck i call back to talk with an agent who is also doing daycare at the same time so communication was difficult with loud children in the back ground of the agents line. She was rude and short with me and did not help me in anyway even after I told her I was not in a safe place and needed help. I then call back to speak with a supervisor who seemed to not know how to do her job properly because she couldn't figure out how to call for another tow truck, so I had to call back again to finally speak to someone who had some information to tell me that the ***************** has reported to have already came to my destination with they were in fact not with me so she calls the company and tells me they should be here in another ********************************************************* a dangerous area for almost 5 hours and still have not received any updates and still no tow truck. For a company such as AAA with such high standards this is unbecoming of them and should be taken as a downright embarrassment to the company. As a paying customer I feel I was not treated with respect or dignity and felt as if the company doesn't care if there customers get good service or not. This is not the first time this has happened same situation 3 months ago with my room mate she sat for 5 hours and we had to speak with 4 different supervisors and multiple agents. The *** company has drastically fell downhill and doesn't seem to care for there customers anymore.

  Business Response

  Date: 10/01/2024

  We do apologize the Mr. ******* did not get service as expected and for that there is no excuse. We have reviewed this with our managment team and will ensure that this is handled at  he appropriate level. Due to this experience, we will be placing a credit on the membership in the amount of $127.50. This will go towards the membership dues for next year. Thank you again for your feedback and we look forward to a better experience when service is needed in the future.

  Customer Answer

  Date: 10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** *******
  
  
  
  

• Initial Complaint

  Date:08/19/2024

  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.

  called AAA because I had a flat tire. they sent *************. The guy pulled off the flat and offered to patch it for $40. He then put the tire back on. He didn't properly tighten the wheel and over the course of the weekend the wheel worked loose and damaged the studs on the wheel that the lug nuts attach to.When I filed a claim for the repairs to AAA, they denied the claim and ****** denied any wrong doing.

  Business Response

  Date: 09/04/2024

  The damage was denied by the facility and the member has been made aware. It is stated in our Member Benefit Guide on page 17:

  5.4. Liability: AAA has contracted with independent service facilities
  to provide *************************** AAA shall not be liable for
  any damage, injury or loss occasioned by or resulting from rendering,
  attempted rendering, or failure to provide any Emergency Roadside
  Service or towing service or failure thereof by an independent service
  facility. Independent service facilities are not agents of AAA, nor is
  AAA an agent for them. They are solely responsible for their actions
  and for any legal liability arising therefrom.

  As the facility has denied the damage we are unable to mediate the claim any further. We consider this matter closed.

   

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:07/31/2024

  Type:Billing 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.

  7/24/24 - Date of bank transaction Amount paid - $259.50. Annual fee for AAA Premium Membership for ******************************* and ************************************* ... 5/4/22 Annual Agreement amount - $123.75 ... 5/1/23 ******* account charged $259.50 ... Nature of dispute - $259.50 charge both in 2023 AND 2024 ... 5/5/23 Spoke to ******** at AAA. Said a supervisor would listen to contract call and call me. No one called. I have not been well for some time. Unable to follow-up after 5/5/23 call with ********. Too ill to refute charge in 2023 ... 5/1/24 - $259.50 charged AGAIN. Spoke to ******** at AAA. This time I refuted charge with my bank. Given provisional credit. Credit reversed by bank (account re-charged) on 7/24/24 ... 7/25/24 Spoke to *** at AAA. Said my account was transferred, probably because I moved. I did not move! She could not explain why account transferred. Also said my request to cancel on 7/25/24 was outside the window to cancel. Why was membership not cancelled when I requested this in 2023? *** said she cancelled membership today (7/25/24). I do not trust AAA, because of everything that's happened ... 7/31/24 - Requesting help from BBB. (1) To confirm my AAA membership is cancelled, and (2) Help getting $259.50 refunded to my bank account ... I look forward to receiving your reply. Thank you.

  Business Response

  Date: 08/14/2024

  Dear BBB,

  Thank you for contacting AAA. Per the member's request we have processed a refund of $259.50. 

  Sincerely, 

  AAA Member Experience 

  Customer Answer

  Date: 08/16/2024

  Friday, August 16, 2024
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************************
  
  
  
  

• Initial Complaint

  Date:07/05/2024

  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 premium RV insurance through AAA in 7/2020 with auto renewal and been paying yearly since then until now on 6-13-2024 I called them for roadside assistance to learn they dont cover RVs in ************. When I purchased this premium RV roadside assistance I was assured I was covered in all 50 states to pay for 4 years only to find out I am not covered in my own state. So they have been taking my money for 4 years for nothing when I called for assistance they didnt come out nor give any roadside assistance. So I have been paying for 4 years for insurance that doesnt cover my RV in my home state the primary reason for me purchasing this insurance. I would like to request a full refund of all monies paid to AAA I obviously have not been covered as told me and never gotten anything for my money. I would like to request all 4 years of my insurance money returned. I dont think its fair they sell roadside assistance that they dont provide.

  Business Response

  Date: 07/19/2024

  RV coverage is an add on that is offered by AAA Club Alliance. Not all clubs honor the coverage. We however will reimburse up to the coverage level if the member did seek outside service. Reimbursement can be file on our website ***************************************

   

   

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]their solution is to refund me monies I spent getting the vehicle towed or for roadside assistance on that day. I believe I am due a full refund of all my monies spent on AAA since they are selling an insurance they do not provide. Which is Premium RV insurance in all 50 states. Which is a blatant lie they left me on side of the road to fend for myself. I cant believe they lie and fail to assist you when your broke down on the road. This is what they are selling assistance not refunds of getting your own assistance from another company. 
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 07/23/2024

  We have offered what the member would be entitled to via their coverage. We do not offer refunds of membership dues.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  This is unacceptable they refused to give the roadside assistance when needed which is what I have been paying for 4 years. AAA should not sell insurance that they do not provide. It is a complete rip off of customers. 
  
  
  Regards,
  
  *************************
  
  
  
  

  
  

  Business Response

  Date: 07/29/2024

  RV coverage is an add on that is offered by AAA Club Alliance. Not all clubs honor the coverage. We however will reimburse up to the coverage level if the member did seek outside service. Reimbursement can be file on our website ********************************************;

  Memberships are non-refundable once the membership year has started. We will be unable to honor the request. We consider this is the final response and consider this matter closed.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  when I purchased AAA WITH PREMIUM RV INSURANCE I was assured I was covered in all 50 states I specifically asked if I would be covered in ************ since south Jersey AAA does not offer RV insurance and I was assured by the salesman I was covered in all 50 states however the first time I broke down no one would come out I dont have a bill as since no one would come out I had to fix the problem myself in 100 degree heat. AAA sold me fraudulent roadside assistance insurance that they refused to provide. A complete refund of my expenses for this fraudulent coverage and sale of something you dont provide would be the only offer Id accept 
  
  I give AAA a 0 star rating for selling roadside assistance they do not provide 

  Ive been robbed by a billion $ company and I hope my complaints at least save others from paying for no coverage 
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:04/09/2024

  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 have payed for a Premier Membership with AAA for several years, which includes (per all their literature and my contract) a free battery replacement.On Mar 10, I had a dead battery. I called AAA, and a mechanic came and indicated that I was not "in the system" for a free battery, so he charged me. He explained that I could call customer service for a refund.I immediately called ***************** explained the situation, and they indicated that someone from the refunds department would be in touch with me within ***** hours. After a few days, I received no call, so I called for a status update. They informed me that the office was behind and that it would be about another week. I called a few more times over the following weeks and was told that they would be in touch with me. Last week, I called again, and explained that as this was going on for several weeks, I wanted to speak to someone who could give me an estimate of how long it would be. I was then informed that my request never was input into their system- So they input the request in the system, and told me I would be getting a call within ***** hours. After a few days, They did call back; however, I was driving and asked if I could call right back, which I did; however, I received a voicemail again. I have since called the number back several times, only to be diverted to an answering machine. After 4 weeks of waiting to be re-imbursed for a battery that I should have based on my contract; and several calls to AAA, they have not followed-terms of their agreement.

  Business Response

  Date: 04/17/2024

  We spoke with the member on 4/11/2024 after attempting to contact the member on 4/10 twice. The member was informed to file for reimbursement and was emailed the link to file. The member filed for reimbursement on 4/11/2024 and it currently is in processing. This should be completed by the end of business today and the check received within 7-15 business days.

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  AAA's response was as follows:

  "We spoke with the member on 4/11/2024 after attempting to contact the member on 4/10 twice. The member was informed to file for reimbursement and was emailed the link to file. The member filed for reimbursement on 4/11/2024 and it currently is in processing. This should be completed by the end of business today and the check received within 7-15 business days."

  During the above quoted conversation, with AAA , on 4/11/2024, I filed the link to file the reimbursement.   It should be noted that prior to this conversation, not a single AAA employee notified me that this re-imbursement link existed.   I completed the reimbursement form on 4/11/2024, with the representative on the line; and the representative confirmed that it was received, and would be reviewed within a few days.  I also received the attached confirmation email indicated that I would receive a response within 30 days.

  Considering I need to accept or reject AAA's response within 7 business days, I will need to reject it at this time.

  I still have not been reimbursed.

  The firm's initial response does not assure that I will be refunded.   Additionally, if they follow-thru and do send me a check within 30 business days, it will be past the day when I need to acknowledge if I accept, or reject the response.  Additionally, AAA has previously told me that my initial reimbursement was in process and someone would call be back-  only to find out that my initial complaint was never entered into their system.

  I will accept the response if AAA ever reimburses me.  However, AAA communicated that could be up to 30 days after I submitted the reimbursement request on 4/11/2024.

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

  
  

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising 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 the executor of a friend's estate. She passed away in 2020 and ever since then, I've been trying to get AAA to stop sending physical mail to my home address in her name. I've contacted them multiple times and still continue to receive mail. Details: ***************************************** (decedent) **************************************************************** Please help me get her name off their (physical) mailing list.

  Business Response

  Date: 03/20/2024

  Dear BBB, 

  Thank you for contacting AAA. We have updated *************;Vanpaasschen's cancelled membership and added her information to the Opt-Out list. Please note that it may take up to 90 days to complete the removal request. We appreciate your patience should you receive any AAA offers during this timeframe. We apologize for any frustration this may have caused. 

  Sincerely, 

  AAA Member Experience 

  Customer Answer

  Date: 03/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************************