ComplaintsforAAA San Rafael Branch

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I requested my insurance agent to cancel my auto policy on a car I sold, she never did it. I called the billing department that said that they would issue a credit, this never happened and my emails are now unanswered.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/8/2021-I purchased a membership with the sole purpose of having them assist with my *** registration and title transferred from TX to CA.The *** fees they charged were almost double then what I had been told by the *** and their on-line calculator. I was told by the service person they are often incorrect.I went to the *** to get my license and showed them the title work that had been done by AAA. I was told they registered my vehicle as a new purchase from out of state instead of a transfer. I was also told I would need to go back to AAA and have them correct it.7/12/2021-I reached out to ***** at AAA and told her what happened. She said they did not make a mistake and refused to help me. I reached out two more times in hopes to resolve it with them and the last time she told she would have the manager of the center contact me, but no one ever called.

  Business response

  12/02/2021

  Hello BBB,
  
   
  
  I am writing in response to a complaint we received from ********************* complaint #********.
  
   
  
  The transaction for Out of State title transfer and registration was conducted in our AAA San Rafael location as stated by the customer.  When she called to question the price of the transaction we had 2 of our Senior *** technicians review the transaction and confirmed it was done correctly according to the paperwork that was provided to us by the customer.  Team Member ********************* contacted the customer and explained it was done correctly and that using the *** online calculator is not always accurate.
  
   
  
  Once we have processed transactions for the *** in our Branch, we forward all paperwork to the ***.  The *** then reviews the paperwork to ensure there are no errors and that all fees were collected correctly.  We have requested to have the paperwork for this transaction reviewed again by the ***. Only the *** has the authority to refund fees to customers.  Once the transaction is reviewed again by the *** based on our feedback from the customer, they will determine if the customer was overcharged and will issue a refund to the customer if there was an error made.  
  
   
  
  If the customer was at the *** and the technician provided feedback that the transaction was done incorrectly, they should have processed a refund.  The *** does not refer customers back to AAA for refunds since we are unable to process refunds directly, we can only request a review.
  
   
  
  We are working directly with the *** to have this reviewed as soon as possible, but can not provide a specific follow up date.  If there was an error made, we will request a refund of the overcharged fees to be sent to the customer.
  
   
  
  Thank you

  Customer response

  12/03/2021

   
  Complaint: 16010228
  
  I am rejecting this response because there was a mistake made.  I knew it the day I paid the exborant fee and confirmed when I went to get my license at the DMV.  *** has not taken my complaint seriously from the beginning and continue with the same response. ***** did nothing to investigate my complaint and I was the one that continued to reach out to her only for her to say they can't make a mistake it is all done through the computer tied to the DMV.  Yes, that was her response.   I have also reported and sought the assistance of the ************************* in order to get *** to research and fix the error they made.  My guess is there is a long list of people like myself overpaying at the *** located in San Rafael, CA.  My next call is to a local media outlet and recommend them look in and do some investigation reporting

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

*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. ↩