Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to have car towed to repair place at 1130ish am. Told me car would be pickup ed at 1217pm. At 1237 car still not picked up. Called back, stated issue was solved. Operator put in new order...car to be be up by 143pm. Called back..."should be there any minute". Car still here at 2pm Called back, "dispatch trying to find a tow, will contact you" waited and waited and 330pm" No call was ever put it in" paid extra 65 dollars plus membership fee. I want every penny back

  Business response

  02/05/2025

  We sincerely apologize for the service experience during the requested tow. This has been documented with members of management and we hope in the future should you need service we will be there in a capacity that you expect from AAA. As a gesture of goodwill we have issued a check in the amount of $65.00. The check should be arriving in 7-15 business days.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a tow for my broke down vehicle. No tow truck came. Breach of contract

  Business response

  06/04/2024

  The member was located at home when they called for service to have the vehicle towed from their home to a dealership. The member was advised that we did not have a provider at the time to tow the vehicle but that we could set the vehicle to be towed in the am since it was in a safe location. The member hung up on our dispatch. The member can seek outside service and file for reimbursement if outside service is used. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aaa in *******, *********** serviced my automobile replacing a timing chain gears idler. Now the thing has jumped the gear and th**’re telling me because it was low on oil. Th** have all the records never mentioned a leak and there aren’t any leaks or any problems related to the oil, and th** see that it’s been changed every five months or less. And changed by them. This car is under warranty for their service and th** won’t honor it on top of it. The car had a broken dipstick so there was no way of telling me that that car was low on oil . Meantime, the car has sat in there a lot for over a week even though I told him I need to fix it one way or the other I’m not a big complainer. I work for the federal government and I know how these things work I could use your help .

  Business response

  06/05/2024

  To whom it may concern:
  
  This vehicle, a 2012 ***** ****** *********, License plate number ******, VIN #***************** belonging to ***** ***** (membership number ****************), had her vehicle towed in on 5/15/2024 in regards to a concern.
  ***** advised us the vehicle stalled out on the side of the road. The vehicle was recently at *** **** **********. It was towed there by the customer from the side of the road.
  (*** **** ********** *** *** **** **** ******* *** ******
  ***** had the vehicle at *** **** ********** on 5/13/2024 at 4:52pm for diagnostic on the above concern. Invoice from *** **** was found in seat that indicated the vehicle had jumped timing. Th** pulled three trouble codes that indicated this.
  Codes Pulled by *** ****:
  MASS AIRFLOW SENSOR CODE (P0102),
  (P1009) VARIABLE TIMING CONTROL BANK 1 SYSTEM TIMING OVER ADVANCED
  (P0341) CAMSHAFT POSITION SENSOR A AND CRANK POSITION SENSOR INCORRECT PHASE.
  
  Th** also found the vehicle had a broken oil dipstick and could not verify the oil level. The oil dipstick handle was broken off, and the dipstick itself could not be retrieved from the valve cover without removing the valve cover itself to access the remainder. ***** had told *** **** that the low oil pressure light had come on while she was driving, and ***** said she ignored it and kept driving until the vehicle stalled out. Th** added about one quart of oil and vehicle would not start. *** **** advised vehicle most likely jumped time from being run low on oil. Vehicle was then towed from *** **** ********** to AAA Tire and Auto of ******* CT on  5/15.  Customer claims vehicle failed due to AAA incorrectly performing the Timing Chain Service, and wanted Chain replaced under warranty.
  
  AAA Tire and Auto of ******* has performed numerous repairs on this vehicle, the most recent being a timing chain kit and intake camshaft sprocket that corrected a rattling noise from the engine.
  Repairs performed at AAA as follows:
  9/17/2022 @133,293 miles. *****s 1st visit with AAA. She had recently purchased the vehicle and power steering rack and pinion failed. AAA replaced the power steering rack and pinion, along with both front outer tie rods. We also performed an alignment and a power steering service.
  11/16/2022 @136,330 miles, performed oil change service
  3/13/2023 @140,604, performed oil change service and replaced  the rear brake pads and rotors with a caliper on the passenger rear.
  6/16/2023 @145,122 miles, performed timing chain service to correct rattling noise. Replaced the Timing Chain, Timing Chain Guide, Tensioner and other associated components. Also replaced the intake variable camshaft sprocket. Performed oil change at this time as well.
  CURRENTLY ON 5/13/2024 @ 162,477 miles, vehicle has not had an oil change in 17,355 miles as of the current ****** report.  
  
  On 5/20 @3:30pm, vehicle had to be pushed into the shop as it would not start. Technician attempted to manually rotate the engine, and found engine could not be rotated by hand. Technician began by removing the valve cover to access remains of the broken engine oil dipstick to check oil level. Removed the oil dipstick and found oil level would not read on the dipstick despite *** **** having added one quart of oil  to inquire as to the state of the vehicle.
  Technician checked all timing marks and found timing had jumped 4 teeth. This is again most likely caused by lack of/low oil level in the engine. This vehicle has an interference engine, and this means that the rotation of the engine is only kept in time by the chain and tensioner, and when the vehicle advances or retards in time, the valves contact the pistons and damage the internal operation of the engine. This is considered catastrophic failure and vehicle will require a new engine to operate again. Low oil level/lack of oil fails to internally lubricate the engine, and the friction of metal-to-metal causes damage.
  
  AAA has confirmed the findings by *** **** **********, engine failed due to lack of maintenance and was not caused by a faulty repair/parts on the side of AAA.   Therefore, we will not be servicing this vehicle as a warranty repair.
  
  
  Thank you,
  
  Anjileik Ot**
  Manager-Car Care
  ******** **
  *** **** ******** ****

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/29/23 AAA dispatched a tow truck with their contracted company(**** **** ********) in ********* **. They only accepted cash so I had to run around to find an atm in pouring rain before they showed up which was adding more stress to the situation. The tow driver shows and I gave him the cash and also a note clearly instructing him to call the auto shop owner with the tel# I provided when he arrives. It was after hours, shop was closed. I tell him to then text me and confirm exactly where he placed my vehicle and car key after confirming with the auto shop owner. Tow driver never calls the shop owner and never contacts me. Following morning shop owner calls me to say he doesn't know where the car key is and the tow driver never called him as was instructed. I call AAA and they reach the tow dispatcher who states it was left by the shop's glass doors, shop owner said it wasn't. Call AAA again call escalates to supervisor for about an hour trying to find out where car key is. Dispatcher confirms tow driver left key in gas compartment. Shop owner has to get car unlocked to open gas compartment. I am charged for this amd paid shop owner in cash. I seek reimbursement from AAA and was told I can't receive reimbursement without invoice. I should not have to give an invoice if their contracter (**** **** ********) admitted they placed the key in a locked gas compartment. The tow company is responsible for this and should pay the charge to retrieve the key. I never instructed the tow driver to lock the key. Employee Bridgette L***, customer service rep, was of no help in this matter. Neither was employee,Benjamin P***** of any help in resolving this matter. I should not incur any additional expenses on top of the tow fee for what this tow driver caused me to go through. I canceled my membership due to this very poor handling of the situation by AAA. I want the lockout fee paid to the auto shop and the remaining balance of my canceled annual membership refunded. ****************

  Business response

  10/30/2023

  We have offered reimbursement to the member with a paid receipt. We cannot verify what was paid without one. We will continue to offer reimbursement up to the 60 day limit to file for reimbursement but a valid receipt must be presented.

  Customer response

  10/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I requested a refund of canceled membership from 10/18/23 which business did not acknowledge or give response to.

  AAA contracted a tow company, **** **** ********, that placed me in a very difficult position to retrieve my locked vehicle key. I NEVER instructed **** **** ******** to lock my vehicle key in the gas compartment. AAA and **** **** ******** should take responsibility for this situation, not myself as the paying customer. This is poor business dealings which is why I do not want to continue my membership with AAA. This was very poorly handled altogether. I request a full refund from 10/18/23 for the cancelation. 
  
  Sincerely,
  
  ***** ****

  Business response

  10/30/2023

  Once a membership year has started we do not offer refunds. The membership can be set to cancel effective the expiration date and no renewal will take place. If the member would like to proceed, the member can reach out to our membership department. We consider this matter closed.

  Customer response

  10/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Very very very poor customer service and handling overall of my towing experience. Nothing was done on the part of AAA to resolve my car key locked in the vehicle by their tow company, **** **** ********. I received no formal apology or compensation for the out of pocket expense I incurred on 9/29/23. AAA has been a disappointment as why I canceled my membership for good. The response to my BBB complaint summarizes my experience. The refund of the canceled membership could have been issued as a courtesy but AAA refuses to do so. I will never do business again with AAA lost a customer forever. Very dissatisfied and I'm done.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 23rd at approximately 3:30 pm, i was involved in a multi vehicle accident on **** **** in ********. The State Police were contacted and we were moved off the highway. My vehicle suffered front and rear end damage and was leaking Antifreeze. I determined i could not drive it back to ********** for repairs. I called Triple AAA around 4:20 asking for a Tow. I waited an hour and called back again and was informed it was in the way and should be there in 20 minutes. I called back around 30 minutes later and was informed that the company that the call was dispatched too refused it and they were dispatching another company. I waited another 30 minutes and still no tow truck. At this point it was 2 and half hours of waiting so i called for my own truck and paid for it myself. I then filed a reimbursement request with Triple AAA, providing them with a copy of the towing receipt showing that i had paid for the towing. After 60 days they sent me a letter requesting that i provide proof that my insurance wouldnt have paid for the towing. I emailed them back stating that i would not provide that information as it has nothing to do with my refund. I informed them that i have been paying for Triple AAA Plus and been a member for 16 years. We are paying them for a service and one of those services is providing a towing whenever we need it. They failed to provide that service and are refusing to refund for the cost of paying for my own tow. I waited another 60 days and never heard back from Triple AAA, i then called and asked for a status and was informed that they would not pay since i didnt provide the requested information. I then mentioned if they had honored my request for a tow in the first place, that we wouldnt be having this back and forth. I also asked why i was paying for something that they never planned to honor and provide a service in good faith. thanks

  Business response

  11/08/2022

  It does state in our member benefit that we will reimburse anything that insurance does not cover. This can be found on page 16 and states: • Reimbursement of tow expense covered by insurance is not covered.

   

  The AAA Member Benefit Guide is attached. The member may send in that information and we will still reimburse even though it has been over the 60 day requirement.

  Customer response

  11/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  That is a poor excuse to get out of paying for something my annual membership fee provided for. At this point, I could care less about the measly 200.00 that I paid out of pocket to have my vehicle towed. We paid for a service and part of that includes towing when needed. You made me wait for three hours, having to call multiple times and still left stranded with my vehicle.

  That's fine, our renewal is coming up next month and you can forget the 175.00 renewal fee we would have paid for next year and every year going forward. For a simple refund or just providing the actual service that we have been paying for over the past 16 years, you now lost a customer forever. We have also been telling all our family and friends about this bad overall experience. I know of at least 2 members you will be losing forever and I hope to increase that number. There are other companies that provide this service and are probably a lot better at providing the service their customers are paying for.

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

  Business response

  11/10/2022

  We do apologize for the experience and would be happy to process the reimbursement for the out of pocket cost. Please submit the information requested to process the reimbursement.

  Customer response

  11/15/2022

  
  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 response

  12/19/2022

  ***** *** ******************* ***** ******* ******** *** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  

  Hello,

   

  This complaint (********) was never resolved as Triple AAA indicated that they would refund my cost for towing. How do i update this original complaint so that others searching for Triple AAA would be made aware.

   

  Thanks

  ***

*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. ↩