Complaints

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

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  AAA Colorado, Inc.

  6061 S Willow Dr Ste 100 Greenwood Village, CO 80111-5157

• 

  AAA Colorado, Inc.

  19240 E Lincoln Ave Ste 120 Parker, CO 80138-8988

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:02/12/2023

  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.

  We have the best membership money can buy. Have been a paying customer for 6 years. Recently I finally needed the service and we were strung along for 11 hours only for aaa to call back to say no one will be coming (after being promised on the second hour of waiting that someone was on their way. Nightfall came along and we were told to use a local tow company and that wed be fully reimbursed so now we had to pay nighttime prices which cost double. We got the tow, the next day I mailed in the reimbursement form and waited a month to hear back but nothing. I called in and waited on the phone for 2 hrs and was told they never received it and to submit a 2nd form. After waiting another month I hear nothing so I call in to be told they received it but we were sent an email requesting an itemized receipt which I had sent already with the form. We check our emails religiously and that email never came to us. I sent this receipt in AGAIN and now another 2 months have passed and Ive heard nothing back. I call and call and wait and wait and never hear back from AAA. We feel completely scammed and neglected as long term customers (RV premier)We are owed $840 for the tow plus $50 in food accommodations for waiting that entire day. My original receipts for the food were lost mysteriously with my first submission

  Business Response

  Date: 02/23/2023

  We contacted ************** on February 14th and have worked with him to resolve the matter and issue a refund.

  Customer Answer

  Date: 02/25/2023

   
  Better Business Bureau:
  
  The issue has finally been resolved although it is unfortunate that the only way I could get their attention is by this complaint. AAA is sending me the reimbursement check but they said itll be another 3 weeks before I get it and I dont understand why this part of the process should take so long. Once it finally arrives it will have been nearly 6 months for which *** been trying to get my reimbursement. On one hand Im happy its finally going to work out but on the other Im very disappointed for being ignored all this time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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.

  My adult son, *****, was insured with AAA. His car was in an accident June 27, 2022. He reported the accident to a woman at the ********************* Office within 24 hours. He heard nothing else from them for several days, so he called again to see where the claim was. They had no record of it. They said the woman he had talked to had an accident. So, he had to file again. In the meantime, ACE Towing of ******** had taken the car away. When they had not heard from ***** or AAA, they sold the car for ************* AAA refuses to pay, claiming they can't pay without pictures of the damage. AAA is the one who dropped the ball by not doing the proper paperwork when ***** first called. ******'s damage report of 6/27/22 states "Accident reported involving front or side impact, Multiple airbags deployed." Nothing after that on CARFAX. Obviously, the car was totaled and sold for scrap. Replacing the airbags alone would cost thousands, perhaps more than the value of the car. ACE Towing is complicit in this, too. How can they sell a car without the owner's consent? AAA should pay the fair market value of the vehicle. The claim no. is ************.I am filing this because ***** does not have a computer, plus he is in the hospital for an extended stay.

  Business Response

  Date: 01/30/2023

  *********************** took out a new auto policy with us on **** 16, 2022, however, he was notified on **** 24, 2022 that his policy would be canceled for nonpayment of premium. ***** did not respond to our cancellation notification and the policy was cancelled effective July 7,2022.  We have no record that this loss was reported to us until *************** notified us on September 16th, 2022, and at that time, the date of loss was not clear.
  
  On September 20th,2022, ***** stated the loss could have occurred sometime between **** 15th and **** 20th, 2022. We contacted the tow yard where the vehicle was towed and they confirmed the vehicle was towed in on **** 27, 2022, but they could not confirm the date of loss.   We subsequently secured a police report of the incident and confirmed the date of loss to be **** 27,2022.   ********** report also confirmed the severe damage to the ******* Elantra.
  
  The loss occurred during the policy period window when coverage was in effect.  We will be reaching out to the customer today to establish the value of the vehicle at the time of the loss and reach a settlement agreement.

  Customer Answer

  Date: 01/31/2023

   
  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,
  

   

  ***** is currently in the hospital and will likely be there for a while.  He has no personal phone, but might be reached by calling the nurses station, ************, or ************.

   

  Or you may mail him at his home address.  I check his mail frequenly.

   

  Alternately, you can email me, his father, and I will relay the message.  ***************

   

• Initial Complaint

  Date:01/18/2023

  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.

  Called AAA for a tow. We pay for Plus Membership with a limited number of tows up to 100 miles. They said that today, due to weather, only towing 10 miles. I understand that issue, however, I asked if we towed 10 miles today and then had to tow again to another location later (Tow home today so car is safe and then to service facility later) would they consider it one tow. They said no it would be 2 tows. We pay for an upgraded membership to have the flexibility to service car where we want to. They make absolutely no apologies nor try to make the situation better by working with us as we try to work with them. The only reason we have AAA is for a safety blanket. We pay for that safety blanket. They honestly don't care!

  Business Response

  Date: 01/19/2023

  We spoke to ***************** today and explained the towing policies. She was satisfied with the explanation and stated that she considered the matter resolved.

• Initial Complaint

  Date:11/23/2022

  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.

  In Feb 2021 I purchased a battery from AAA ********* for $250.00 with a verbal 3 year warranty, no paperwork to support such warranty, only a receipt for the battery. On Monday, November 21, 2022, I called AAA ********* to replace the battery as it was dead. The guy who came out, *****, gave me two reasons for not honoring the warranty: 1) The battery has to be maintained and he said it wasn't, my car wasn't driven for had driven every 3 days or 72 hours, for 45 mintues, I was never told this when I purchased the battery, and ***** said he could tell the car was not driven every 3 days because of the "charge level" of 5. I mistakenly said I had driven the car 4 days ago, and that voided the warranty in *****'s eyes - the warranty I never received in writing. Also, if you ****** how long a battery should last without driving your car, it's actually weeks to months, not the 72 hrs no one told me about until I asked them to honor the verbal warranty I was given. 2) ***** said it was my alternator draining the battery and that when I called a year prior the battery wasn't the problem it was the alternator, and they shouldn't have sold me a new battery that I didn't need. I told ***** the problem was fixed with the new battery, for over a year, and the battery needs to be replaced as it is no good. I escalted to a "Manager" *******, who was on the line also with ***** and she supported his decision not to honor the warrany by using the same BS - it's an alternator problem draining the battery. The bottom line is the battery is dead, no voltage as it is cold outside and that is what is causing the issue, the cold weather. They need to honor the warranty or give my money back for the battery as well as for my membership as the battery doesn't work and shouldn't have been sold to me in the first place if it is an alternator issue like ***** is claiming.

  Business Response

  Date: 12/08/2022

  We spoke with ************** on December 6th and are working with her to resolve the issue.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18455756
  
  I am rejecting this response because:  This warranty has not been honored, the issue has not been resolved. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  We spoke with ************** on December 28, 2022 and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 01/19/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:11/22/2022

  Type:Sales and Advertising 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 purchase the Gold Membership instead of a single tow because of the discount tickets offered from AAA.I've gone in twice now and found the member price tickets are the same as the average *********'ve compared the official venue sites ticket listing to the member pricing and they are the same. They are falsely advertising discounts.

  Business Response

  Date: 11/18/2022

  This is a Colorado AAA member. Please forward complaint to them

  Business Response

  Date: 12/12/2022

  We reached out to **************** to try and resolve the matter but have not had heard back from her. We would be happy to explain and assist if she would please return our calls.

• Initial Complaint

  Date:10/28/2022

  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.

  Date of towing request: 02/20/22, 4:00 p.m. in ******************************. My husband was working out of state at the time he requested service. His SUV broke down in the parking lot where he works. Our home address at the time was **********************. My husband called for a tow truck and waited two hours and no-one showed up. It was below freezing temperatures. He had to leave the car at his workplace and catch a ride with his co-worker to go home. AAA called to check on him at around 12:00 midnight and said they were still trying to get someone out to his vehicle. The next day, 2/21/22, AAA still could not find a tow truck, so my husband called Rite-Way Towing and they towed his SUV to the dealership for $73.85. He requested a refund from AAA, by submitting a copy of the receipt along with the form shortly thereafter. He heard nothing back from them, so I called AAA in Centennial on 6/28/22. A woman named ***** put me on hold for 30 minutes and told me that his membership had expired. It had NOT expired, so I submitted an online form on 7/21/22 with an uploaded copy of the receipt from Rite-Way Towing, a copy of check #**** dated 7/04/21 for $95 proving that we were current. His membership card also says it's valid through Jul 31, 2022. I received an email AAA Colorado Reimbursement Confirmation on June 28, 2022, but we have yet to receive our refund. Since then, our address has changed. We are requesting a refund ASAP. (They will need to contact us for our current address).

  Business Response

  Date: 11/04/2022

  We spoke with ************** on November 4, 2022 and have resolved his issue and are processing a reimbursement.

• Initial Complaint

  Date:10/28/2022

  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 in need of a tow on I70 15 miles between **************** and ******** in a very dangerous area. I took them 18 hrs to get to **. AAA representatives hung up on me 2 times. The car only needed to be towed to the nearest exit. The weather was not a problem. There is no excuse for this kind of treatment. The money I have spent on their insurance over the past many years was definitely not worth this insurance.

  Business Response

  Date: 11/04/2022

  We spoke with **************** on November 2nd and have resolved the issue and comped his renewal dues for 2023.

  Customer Answer

  Date: 11/07/2022

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18329401
  
  I am rejecting this response because: I have received no written confirmation of the resolution they agreed to. Therefor I do not accept their resolution because I have no proof of what they told me they would do to resolve the situation.  Or that said resolution has been put into effect.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2022

  We spoke with ************** on November 2, 2022 and he was sent and email confirmation of the resolution that was agreed to.

• Initial Complaint

  Date:10/10/2022

  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.

  7/22/2022 glass claim. I originally filed a claim for a rock chip repair in May 2022. Their preferred vendor safelite came to do the repair. Safelite did poor work. Technician told me he walked away mid job. The chip split and ran across the windshield. Repeated failed attempts to reach AAA or safelite to get resolved. Safelite changed claim to a replacement. Aaa agent stated that since safelite is preferred I wouldn't be charged. Safelite did take my full deductible. Repeatedly tried contacting aaa, the adjuster assigned. Left voice message and email. Zero response. My agent stated she would get me supervisor contact. Never happened. Claim is now closed. I am still out my monies. Worst customer service experience ever!!

  Business Response

  Date: 10/19/2022

  As stated in the claims acknowledgement letter **************** received from the insurance carrier below- her policy has a $500 deductible for replacement due directly to the auto glass provider. On October 12 the Claims manager **** reached out to **************** to explained that the deductible is non-refundable. **************** did not advise that there was an issue with the service Safelite provided her in April until July. Safelite states that if a chip repair later breaks and results in a replacement they would deduct the amount of the chip repair from the replacement. She did not contact Safelight or her agent regarding this issue until September. There are no notes or comments in the claim regarding the first repair being defective. 

  About your deductible
  Your deductible is $500 for this incident. If the glass is replaced, you should pay this amount directly to the auto glass
  provider once completed. There will be no deductible for this incident if the glass is repaired instead of replaced

   

  We apologize but we are unable to refund her deductible.

   

• Initial Complaint

  Date:10/10/2022

  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.

  We met several times with AAA to request a vacation with turquiose water in ******. We specifically requested the ********* ****** coastline because i have cancer which is spreading. My dream was turquoise water and dolphins. ****** sent an email saying she had booked ****** then sent a contract to myself and *****************. I did not know ************** was in ************. Hotel name is *********************.We were not in ******. Plus I got e-coli at the resort. ****** booked us at a different location than requested. When I did try to verify the location on ****** versus advertising did not provide me good indicator that ****** of AAA booked us elsewhere from ******.I trusted her and yes, I signed it. I was mislead into thinking it was actually ******. ****** sent an email after I complained that she was worried about the location.There was no remorse for booking the wrong location. Their practices are misleading. Why was she not honest and state that resort was in ************? I would have chosen a different booking. I feel betrayed, asked for a partial refund.

  Business Response

  Date: 10/19/2022

  We apologize but we are unable to give ********************** a refund for her trip. The travel agent advised the resort was in the ****** area, but not in ****** proper, provided her with the exact address of the resort and all the details about the resort, including where it was located. ********************** had ample time to review all of the documents and chose to accept the travel plans and sign off on them. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18194932
  
  I am rejecting this response because:
  
  I have spoken with an attorney.  Please see attached letter. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/22/2022

  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 **** at 3:30 pm my daughters called AAA for a tow and were stranded on the side of the road on I70. We waited 3 hours for a tow and never got assigned one. We called multiple times and they said they would contact us when they have assigned a tow truck to us. They never did. Due to this I used my personal truck and rented a Uhaul car hauler trailer to tow the vehicle to the repair facility. I submitted a reimbursement request and they refused to reimburse me since there was no code to do so only to reimburse for another tow company to do this. We were never told of our options and we assumed this was not available since there was never a service provider assigned to us. I don't understand how an organization this large and old has no path to reimburse for this. I called many times to resolve this to the national number and the local number. I got bounced around to multiple people and was finally told only Colorado AAA could help me. No supervisor could address this. I called AAA Colorado and got told they could not help and got transferred back to the national reimbursement line.We have been members of AAA for many years and have not used their services often. I feel we have not abused this relationship and have provided our loyalty and trust in them over the years only to be let down when we needed them. I had to do what was necessary to protect our property and my kids. I do not think I am being unreasonable to ask for the reimbursement since I have paid for a service that they could not provide and I had to take on the risk and liability to perform it myself. I am also disappointed about the lack of empathy by AAA for putting my daughters in a unsafe situation. I am very glad I was able to help them and close enough to do so. This could have been worse.

  Business Response

  Date: 10/06/2022

  We have worked with ****************** to resolve the complaint to his satisfaction.