ComplaintsforAAA Alabama

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 12, 2024, I reached to the Branch Business Manager via email in regards to an employee at their office submitted a quote in January 2024 for insurance without my permission. The individual mailed a postcard and left a voice-mail regarding a quote that I did not authorize. On March 14, 2024, the Business Branch Manager responded via email acknowledging my complaint and that she was forwarding my complaint to the ** and she, as in the branch manager, would follow-up with an update. On April 2, 2024, I emailed her once again because I had not received an update. As of today May 19, 2024, I have not been contacted in regards to this matter.

  Business response

  05/30/2024

  *** has tried to reach out to ******************** with no success.  After a discussion with the Vice ********** *** Regional Manager did leave a message and contact number to discuss the issue with ********************.  *** apologizes and understands ************************ concerns and wants to assure her that her information has not been compromised.  Manager has also coached the agent on not providing unsolicited insurance quotes and we appreciate ******************** bringing this to our attention and we will use this as a teaching tool for our agents.  Thank you 

  Customer response

  05/30/2024

   
  Complaint: 21733736
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  05/30/2024

  My contact information is listed in the complaint and also in my initial emailed complaint with AAA, however, no one has followed-up. I requested to be contacted by AAA. I am not satisfied with the response. It's unprofessional not to contact me directly to discuss this as my information was accessed by an employee whom I had no prior communication with and processed for a quote that I didn't authorize.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  AAA is the most unprofessional and uncommitted towing service Ive ever experienced!!! On May 12, 2023, at 6:30 pm a called was placed to AAA for a tow. I call back 5 minutes later to confirm, and all the information was incorrect from the pick up address to the make and model of vehicle. Almost a hour later, I received a text stating that United Towing was arriving within 10 minutes of the text, which would have been 7:35 pm. United Towing was a no show, but I received a call from another company, ***********************, stating they would be able to pick up in another 45 minutes. They also texted and confirmed the pick up. After talking to AAA several times, they eventually said no one was able to pick up my vehicle and the request was cancelled. Both AAA and ******** stopped answering my calls. At 9:00 pm, I was still waiting for a tow which could have been handled with another company if AAA wasnt so unprofessional and unorganized!!! I regret the membership, its unless!!! Even the manager, gave me the run around and entered all the information in the system incorrectly!!!

  Business response

  05/20/2024

  AAA has made contact with ************** and apologized for the experience he had getting roadside assistance. ************** was sent a reimbursement form to complete so we can process and refund the money he spent for service.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *************************** is the *** insurance agent that is over my account. I spoke with her and told her I needed to lower my car insurance coverage to state minimum, I had full coverage. She told me I had a credit for $96. and I would receive a refund. I received a letter stating that I had a credit and a refund was on its way. I received another letter stating that I owed $161.and had till the 31st of December to pay. I have tried to reach *************************** and I get the voicemail and on the voicemail it doesnt state she is out of the office.

  Business response

  01/18/2024

  AAA has updated client's policy and payments are current.  It was explained that there was no refund to be issued.  Since the filing of the BBB complaint, AAA has tried to reach client with no success and message was left regarding policy and new contact information

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I have a AAA Membership. My wife was out of town (4 hours away) on August 1, 2023 and needed help changing a tire. She called in for service twice and didn't receive a call back for 5 hours. When she did receive a call she was told she that AAA didn't know when help could be dispatched. So she had to change the tire herself. This is the whole point of having this service for circumstances like this. She has reached out to file a complaint and never heard back. I called twice and spoke to two different individuals who said a manager would follow up. I was given a case number (*****). I have since emailed several times and haven't heard back. We would like our money back for this membership ($133).

  Business response

  08/31/2023

  AAA has contacted **************** and apologized for the service he received and the lack of communication.  AAA is processing a full refund of last year's membership dues.

  Customer response

  09/08/2023

  
  Complaint: ********
  
   A representative with AAA did reach out last Thursday and said that she would be issuing a refund however I have not received the refund or anything in writing to confirm.  I would like to request that this case remain open until I receive the actual refund or written confirmation with a timeline to receive.
  
  Sincerely,
  
  *************************

  Customer response

  09/25/2023

  No I have not received a refund.  I'm not even sure if they are mailing a check or refunding to a credit card....I was never told a timeline when to expect or how it would come.

  Customer response

  09/27/2023

  We did receive the reimbursement yesterday so you can close the complaint.  Thank you for your assistance in this matter.  
  
  Best Regards,
  
  ****** ******

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/5/23 around 2 am, we called AAA for roadside assistance due to a flat tire that needed to be replaced or repaired. We were reassured multiple times that a tow truck would be there at 6:30 am to pick up our car & take it to their recommended mechanic/tire repair shop. We had a Lyft pick *************** dogs up to stay in a hotel for the night. By 12 pm that same day, (6 hours past the time they said it would be towed), our vehicle was finally dropped off with their recommended mechanic. We were then informed that he doesnt supply tires, so we would have to provide them ourselves. They DROPPED OUR CAR OFF FOR TIRE REPAIR OR REPLACEMENT AT A PLACE THAT DOESNT PROVIDE TIRES. We had to Lyft to ******** purchase tires, & bring them back to their mechanic so he could put them on. Needless to say, if you pay for AAA, dont. We would have been back on the road early this morning if we had called the tow truck ourselves & dropped the car at ******** This was the most horrendous customer service experience we have ever had. This was the first time weve ever had to even use this ******** **** will certainly be our last.

  Business response

  04/17/2023

  AAA has tried on several occasions to contact complainant via phone and email with no success.  We cannot work towards a resolution until she provides further information and receipts.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was called by AAA the second week of January and told that they would not ***************. Their reason being that the previous homeowner had 29k worth of claims on the house since 2018. On top of that they could not figure out the difference for what I owed them for 6 months of auto insurance. I canceled my auto insurance and went with a company who would give me homeowner and auto together. I canceled on 1/15 and the homeowner insurance was canceled 3 or 4 days before that and I still haven't got my refund for over **** from homeowner insurance and over 800 from my auto that I canceled. Have called them several times and everytime I call the person I speak to makes it obvious that they don't know where or why I haven't got my money. Getting very aggravated it's been a headache with AAA Alabama since day one.

  Business response

  02/21/2023

  AAA Management has been in contact with *****************  New checks being issued for auto and home and will be sent to *****************  Thank you

  Customer response

  03/02/2023

   
  Complaint: 19378915
  
  I am rejecting this response because:I've been told this same thing for 4 weeks now and still haven't got a check for either policy. When someone tells you that they are writing you 2 checks once a week for 4 weeks straight someone is apparently lying to you. They sent 1 check after a week with the wrong name on it and now they apparently don't want to send anymore. I am getting very annoyed by their giving the run around tactics. It should not take over 6 weeks to pay someone money that you owe them especially when it's around 2k
  
  Sincerely,
  
  ***********************

  Business response

  03/06/2023

  Management has informed **************** that the home policy refund was mailed on 3/1 and the auto was overnighted on 3/2.  He confirmed with manager he was good with this.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August I was stuck on the side of the interstate. AAA assured me that I would be picked up within an hour. After almost 1 hour and 30 minutes I called to see where my driver for the tow was located. I called them like 5-7 times. When I finally got someone on the phone, they said there was an update an I was suppose to be notified but my driver would be there within an hour an a half. They apologized for not informing me. It was beginning to get dark and I was only near trees with no business in view. They (AAA) told me to call a nonemergency police line and if I got a tow they would reimburse me because it was closing on 3 hours and it was dark and unsafe. A state trooper arrived and dispatched another driver through another company. I had to pay out my pocket cash for the tow, but now AAA will not refund me as stated. They called me and apologized but thats it. Its been over 3 months and they will not respond to my emails, respond to my call, or send me my reimbursement money. Please help me!

  Business response

  10/31/2022

  After research, AAA could not find where we received the reimbursement request.  AAA is requesting a check today, 10/31/22, for the full amount which she should receive in **** business days. 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This started with a complaint filed on May 4, 2022. My daughter broke down at 11pm on the side of the road and Triple A Roadside service told my 20 year old daughter to sit on the side of the freeway until 8am. We ended up having to leave the car on the side of the freeway all night and sending help from over an hour away. We met the tow truck driver at 8 am and had it towed to a tire shop. When he pulled the car off the flatbed he broke the hydraulic clutch line. Triple A then began a claim with 24/7 towing. First they claimed they didn't have paperwork and never towed us but then we provided the manager name and our tow truck drivers name they suddenly remembered the entire incident 3 months later after sorting through the lies and dodges they offered nothing. It is at this point Triple A is supposed to handle our claim. Back and forth since June, I suddenly can not get any response. I left a message with Escalation Specialist assigned to our case on Aug 9, 12, 18, Sept 2, (her manager on Sept 2), and her again Sept 6 and 7th with no call back. We need a resolution and I truly think 6 months and over 17 total messages is about all I can do. I can't get help. Aside of the car repairs, they should have to pay for suggesting leaving my daughter bawling alone on the side of the freeway in this day of age of sex trafficking. She was asked to stay in her car with no water, bathroom or help for 9 hours. Anybody could have pulled up to "help" in the middle of the night. What kind of service is this?

  Business response

  09/16/2022

  We have contacted the member and apologized for the lack of service she received.  We have also addressed the issue with the provider along with the receiver of the original call.  Member was notified that a check in the amount of the damage is being processed and mailed to her attention.

  Customer response

  09/24/2022

  
  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 although they lied and in fact never did contact us or tell us they were issuing a check. A check did in fact arrive so I guess that effectively ends the dispute. Thank you BBB for the heads up and actually getting a response.

  Deplorable customer service. I expected more after a 25+ year relationship with this company. 

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

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/1/22 I had an issue with a local tow company. I was picked from my home by an employee that towed my car to the repair shop, and left me there as expected, however during the ride he pressured me to remove my mask repeatedly and went through a slew of sexual stories, including one where he'd been previously disciplined after making inappropriate comments to a passenger. That employee then called me to tell me he was watching me from across the street, after my car had been repaired and I was about to head home. In dealing with this issue, that company spent several days trying to convince me their employee had never even picked me up, that my tow had been cancelled at the exact time the tow truck driver and I had gotten into the truck. It was not until I had retrieved camera footage from the repair shop that they finally agreed it was their employee, however they said he had weird mannerisms because he's from California. They clearly were not intending to address the issue in any way as they went on at length about his many virtues. It was only after getting AAA involved and giving them the footage from the repair shop, that the matter was handled. However, AAA still has not given me requested information they agreed to hand over regarding case number# XXXXX and last I spoke with them, they agreed a field manager would contact me to give me that employee's name. It's now been over two weeks since they agreed to give me that information and I have not received any contact and they have not answered my calls. Today I believe that employee was waiting in my neighborhood and I have submitted a police report, but with that I would like to add the name of the employee and I am in the process of retrieving video evidence from my HOA of this. I am not seeking any punishment or reparation, I only wish to have official records of these incidents.

  Business response

  04/11/2022

  Business Response /* (1000, 6, 2022/03/23) */ After further discussions with Ms. ********** again today by our AAA representative, Ms. ********** stated that she is satisfied with the additional information that was provided. Our understanding is that she considers the matter with AAA resolved.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a truck that need to be towed so I called AAA to help me with the problem. They called I could go home because they were busy but they would take for me. Next day, I figured my truck was still in the same place, I called AAA again, to fix the issue. People in the business where the truck was, told, two guys in a truck looked at the truck and probably thought that would be hard to take it, so they gave up, not even leaving the truck. For last, I called AAA and I talked to ******* ******** that told me in her emails, I could call a private company, they would give me the money back, something that never happened. After I called and I sent the receipt, she told me it wasnt accepted. This is the one I have for the private company. I want AAA to honor what they told me.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/26) */ AAA has received this complaint and I emailed Mr. ******* on 1/25/22 requesting further information. We cannot research further until we receive the info. Thx

*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. ↩