Business Profile

Roadside Assistance

American Automobile Association

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Complaints

This profile includes complaints for American Automobile Association's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

241 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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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:05/22/2025
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.
*** charged my credit card (UNAUTHORIZED) to renew my current membership - *******************, which expires on 06-01-25. I contacted *** via phone on 5-4-25 and canceled my membership and was told my $376.00 refund will be handed within 7-10 days. Below is the email I received from AAA on ********** Membership changes per Member Request.Member Number: ******************* Cancelled Automatic Renewal Request Date: 05/04/2025 Cancellation Effective Date: 05/04/2025 Amount of Refund Requested: $376.00 Rebill Information Rebill ***** Send bill to member Refunds will be applied directly to original credit card payments if possible.If we are unable to refund the original credit card charged, a refund check will be mailed to:***** B ******** ************************************************************************************************ I called back via phone on 5/16/25 and was told, I needed to wait 15 business day. Every time I call in, I am getting conflicting information from *** employee. I called back today via phone about my refund. Supposedly, my refund will be issued on 05-21-25 back to my credit card. ********* doesn't see a refund pending from AAA. The member is under my wife's name ****** ******** but I am on the account and my credit card was the one charged. The end result making customers jump through unnecessary hoops to get a refund is unnecessary. *** should have handled this situation better and showed some integrity in this process. *** keeps sending me emails and letter sin the mail to renew. Why would I consider renewing when *** has done everything not to earn my business. Besides the refund, I would like to speak with the **************** as well.
Business Response
Date: 05/23/2025
05/23/2025
***** ********
********************
**********************
Re: AAA Membership No. ****************

Dear Better Business Bureau,
Thank you for your inquiry regarding the above-referenced AAA membership.

After a thorough review of Mr. ********* account, we confirm that the membership was canceled on May 4, 2025, at his request. A full refund in the amount of $376.00 has been processed and credited to Mastercard, ending in 8783.
If Mr. ******** has additional questions or would like to further discuss his concerns, we welcome him to contact our *************************** directly at ************. Our team will be happy to assist him.
At this time, we consider the matter resolved.

Kind regards,
Member Relations
Customer Answer
Date: 05/23/2025

Complaint: 23364366

I am rejecting this response because:
No refund has posted to my account and no refund is pending per *********. The original charge was made on 04-28-25 for $376.00. My membership was good till 6-1-25. Even corporate is getting caught up in the lies. I will advise when I receive the refund of $376.00.

Sincerely,

***** ********
Business Response
Date: 06/02/2025
06/02/2025
***** ********
********************
**********************

Re: AAA Membership No. ****************
Dear BBB,
Our records indicate that a refund in the amount of $376.00 was issued on May 21, 2025, to a MasterCard ending in 8783.
If Mr. ******** has not yet received the refund, we recommend he contact his financial institution directly for further assistance in locating the funds.
At this time, we consider this matter resolved.
Kind regards,
Member Relations
Customer Answer
Date: 06/03/2025

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. I have received a letter from my credit card company, refund has been processed. Thank you BBB.

Sincerely,

***** ********
Initial Complaint
Date:05/14/2025
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.
I have a AAA Roadside Assistance Plan. I paid $181 on February 2, 2025. I paid for the Plus plan that includes fuel delivery and towing among other things. I was traveling on The **************** on May 12, 2025. I was driving and about to exit to the service plaza as I needed fuel for the vehicle. The electronic gauge displayed 40 miles until empty. Suddenly, the car lost power and I immediately veered to the right shoulder to remove myself from traffic. I called AAA at 12 noon and spoke with a representative to request fuel . The representative said that they would message me through text as to the ***. I continually called and texted AAA requesting the time of their arrival. They continued to disregard my request. After hours, they informed me to call The Road Rangers on the Florida Turnpike or to call another service. My son was hours from my location and was fearing for my safety. He called the ********************** and requested them to send a tow truck to my location. My son wanted me and my vehicle removed from the side of the highway. At 4:30, a tow truck arrived and towed my vehicle a few miles to the service plaza so that I could add fuel to the vehicle. I was in a dangerous situation with a stalled vehicle on the side of a busy highway. *** has falsely advertised services and took money for services that they said they would provide but did not. I paid $211 for the tow truck and I paid $181 for ************************************ I expect both amounts to be refunded to me. *** put my life in danger by their lack of service. AAA is unreliable. Reliability is a quality that is necessary for a ****************************
Business Response
Date: 05/20/2025
We spoke with Ms. ******* on 5/20/25 via telephone and the matter was resolved.
Customer Answer
Date: 05/20/2025
I have spoken with a representative from *** on the phone today. We had a 10 minute conversation. He did tell me that what happened to me was unacceptable. I told him that I was aware of this and that AAA left me, a senior citizen, stranded on the side of the road of The Florida Turnpike with no assistance for four and a half hours. I did inform him that my son, who was hours away from me, called The Florida Highway Patrol and asked them to send a tow truck to take my vehicle and me to the service plaza on the turnpike. He did tell me that the money I spent for the tow truck would be reimbursed to me ($211). He did tell me that he would not refund the amount that I paid for the membership ($181) in February 2025. He told me he wanted to give me "AAA Dollars" to spend on the *** membership for the next renewal period. I told him I am not interested in having a membership with a company that leaves me stranded on a busy highway. He refused to refund my $181. I told him I would not be renewing my membership with AAA, but he refused to refund the $181 that I paid in February 2025. Obviously, this is not acceptable to me. Thank you.
****** *******
Customer Answer
Date: 05/20/2025

Complaint: 23329318

I am rejecting this response because: *** does not want to refund the full amount requested. I asked for the money that I had to pay for another towing service $211 and for the fee that I paid in February 2025 for ******************** of $181. *** agrees to pay the $211 for the other towing service that I had to get because of their lack of service. However, they do not want to refund the $181 that I paid for the *** annual roadside service. They expect me to keep this service and renew it again next year. Instead, of a refund, they want to pay for the following year of *** roadside service. There is no reason to have a service that does not provide for what is paid. Their lack of response created a dangerous situation for me to be in as I was stranded on the side of a busy highway for four and a half hours.

Sincerely,

****** *******
Business Response
Date: 05/21/2025
We spoke with Ms. ******* on June 20, 2025, regarding her complaint and apologized for the service delay she experienced. As stated in our AAA Member Handbook, the *** membership also provides AAA members reimbursement in the event we are unable to provide timely roadside assistance due to circumstances beyond our control. We are paying $211.43 for the service that was rendered to her on May 12, 2025 to meet our obligations. Therefore, we are unable to provide Ms. ******* a full refund for her membership dues. As token of our commitment to Ms. ******* and to restore her confidence in AAA, we also offered to provide a free membership for her next membership term if she chooses to remain a AAA member.
Customer Answer
Date: 05/28/2025
Please see attached *** refund policy for membership. Their policy states that members who cancel their policy are entitled to a prorated refund. I have been a member since 2009. I am not sure why my request for a refund of my membership fee is being contested.
Customer Answer
Date: 05/28/2025

Complaint: 23329318

I am rejecting this response because: AAA has 2 policies that affect me. One has been fulfilled and one has not been fulfilled.
#1. AAA reimburses members for services acquired due to AAA not fulfilling services requested.
*obligation fulfilled
#2. AAA reimburses members who wish to discontinue membership at a prorated rate.
* obligation not fulfilled   (see attachment)
AAA can not expect me to continue my membership with them when they left me stranded on the side of the road on a busy highway for 4 and 1/2 hours. They are falsely advertising a service that they do not provide. I
Sincerely,

****** *******
Business Response
Date: 05/28/2025
As stated in our member handbook on page 42: If you ask to cancel, your membership will expire without renewal at the end of the current term, but no dues will be refunded. Ms. ******* was reimbursed $211.43 for the private service she paid for and she was provided a free renewal membership. We consider the matter closed.
Initial Complaint
Date:04/10/2025
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.
A Travel reimbursement claim was filed with receipts March 30 2025. On March 31 an *** employee ********* contacted me with questions on my claim. She questioned nearly everything and was clearly not being friendly or helpful. I advised I was in the process of moving and hoped to have a new address soon. She stated itd take 2 weeks to process the claim. On April 3 2025 I provided the new address to ********* and **************** On April 8 2025 I contacted ********* and asked when the response to my claim was sent and where. She stated she sent it to my old address and not the new one I provided April 3 2025. I wrote back immediately and questioned why, and requested she send a new check to my current address. Her response was okay, but itll now take 4 weeks. I questioned why again, as on 4/3 she stated itd take 2 weeks, I clearly gave the new address in less than 2 weeks. I also stated Id contact a supervisor. The reception individual didnt know who to transfer me to. I contacted again and another unfriendly employee finally gave a supervisor phone number. I contacted this person April 9 at 12:30 pm and asked for a call back. I got nothing. On April 10, today I called at 1:10 pm and again received a voicemail. I advised Id file a complaint with an agency.
Business Response
Date: 04/11/2025
Hello,
AAA Car Travel **** ask every member for the mailing address they would like to have check mail to. Which member advised *** to mail the check to the address on the Car Travel Form.

Member contact Car Travel *** on 4/8/25 regarding status of payment and to verify mailing address. Member advised check was sent to wrong address. Rep advised member that she can request a stop pay on the check. But it will take 7-10 business day to clear. Rep sent email to our *********************** the same day. Requesting a stop pay on check and the new address.

Per request the address *********************************************************************** was verified. Please allow 7-10 business days to process.
AAA-ACG
Customer Answer
Date: 04/11/2025

Complaint: 23187453

I am rejecting this response because:
On 4/3/25 at 738AM ********* stated allow 2 weeks for processing and mailing. On 4/3/25 at 833AM I provided ********* & customer service the new address, a mere 1 hour later. On 4/3/25 at 836AM ********* stated The claim is already completed & sent out 3/30/25. I am unable to change the address. On 4/8/25 at 1204PM when I asked about the date AAA sent a response and address used because I was worried, ********* responded the claim was completed and closed 4/1/25 and the old address was used. In one of my last emails to ********* on 4/8 at 338PM I Advised I desperately needed the refund. On 4/9/25 at 743AM ********* sent an email advising allow 4 weeks for processing after saying I can reissue the check and send to new address, which she had since 4/3/25. Again the two calls to ****** the supervisor of the department on 4/9 and 4/10 were both ignored. The AAA supervisor did nothing. It is clear too that ********* chose on 4/3/25 until 4/9/25 to do nothing when she couldve or another employee could have changed the address. The actions of these two individuals does not put the *********** in a good light.

Sincerely,

***** **********
Business Response
Date: 04/11/2025
Hello,
We understand how this may have caused an inconvenience and apologize. Not sure why calls were not returned it was confirmed today 04/10/2025 that our reissue department has issued a refund.
AAA-ACG
Customer Answer
Date: 04/17/2025

Complaint: 23187453

I am rejecting this response because:
I have not received any reimbursement checks or correspondence at my new address as of todays date, April 17, 2025.

Sincerely,

***** **********
Initial Complaint
Date:03/24/2025
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 3/21/25 at 11pm an associate member on my account ****** *****, needed emergency roadside assistance for his motorcycle. We were told no one was available but they could schedule for the next morning between 8am-10am.The following morning we was told a tow would arrive at 9am. Thankfully he was able to use my vehicle to return. But no one EVER came. The *** was extended multiple times and he received repeated calls from different **** saying ETA was changing and that there was no motorcycle coverage. Everyone he or I spoke to gave a different story about coverage and ETAs and it was honestly mentally exhausting. All the while he is sitting on the side of a dangerous 2-lane stretch of a very busy highway. Every time someone called the *** extended AND we were told something different about coverage. Finally, 20 HOURS later we were told no one could help. I finally had to ask about reimbursement as it was never offered until the very last moment. We found a provider on our own and paid out-of-pocket with funds that were needed for other purposes. I submitted a reimbursement request online and am expecting FULL reimbursement after an entire waisted day waiting for help that never arrived!! The member handbook states "In the event *** is not able to provide you with timely road service, you may choose to contact an alternative service provider directly. However, if you obtain non-AAA roadside assistance without first requesting service from us, we will provide you a reimbursement of your expenses only up to the contract rate we normally pay our *********** providers to perform similar services. We certainly did contact them first so we except full reimbursement, as 20 hours is not timely. And we need the funds returned before the 3 week timeframe given. Would also like something along the lines of a reimbursement for membership following this horrific ordeal. A service was paid for and we were treated horribly.
Business Response
Date: 03/27/2025
We spoke with ******* ****** on March 27, 2025 via telephone and the matter was resolved.
Customer Answer
Date: 04/01/2025

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:02/13/2025
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.
I called AAA after my tire exploded driving south in the ***********, i called AAA they assured me help was on thee way. 5 hours later and 14 phone calls, no one came to my rescue. i ended up calling the state troopers, 30 minutes later and $257 i was on my way. i was so scared and they showed me no mercy . they advertise a service they dont provide, i hope the attached letter give you more information
Business Response
Date: 02/14/2025
We spoke with Ms. ******* ****** on February 14, 2025, via telephone and we are working with our member to reach a resolution.
Initial Complaint
Date:01/26/2025
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.
Repair was overpriced. No itemized "parts" described for ************* not made respectively, brakes of vehicle not properly working.Head of Repair garage told me to "drive the vehicle back over" even though brakes were ************* was overpriced, and NOT MADE.
Business Response
Date: 01/27/2025
Hello: It's unclear if this inquiry involves the AAA auto club. If so, please provide more information and a AAA member number if available. Thank you, AAA-The Auto Club Group
Initial Complaint
Date:01/15/2025
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.
On January 4th, 2025 I received a letter from ************* stating that on December 30th 2024, my policy was cancelled because they did not received a successful payment of $2,117.37 A refund is due, and not yet issued as of today for $2,080.42 I called and I was told that they did cancel my policy since I did not pay for the vehicle portion, which I advise from the renewal date back in March 31st 2024 that I will not take the vehicle portion since they increased the price to 3 times the market, so I moved on with other insurance for my vehicles and kept the *************** They in any moment told me that I had to have both Home and Vehicle insurance.This has brought a big problem to myself, since now I had to shop urgently around for insurance for my home before I get considered with gap of insurance and my mortgage company impose me their own insurance which is drastically more expensive. This has created to get an insurance that is as expensive as AAA was, but without all the coverages that I had, and higher deductibles.This could be easily kept until renewal which is by March 30th 2025, but no they preferred to apologize for a misunderstanding but they are not to do anything to fix the problem.I think they need to refund me at least half of the premium paid since they created this extra expense on me.
Business Response
Date: 02/07/2025
Good Day BBB.?
We thank our policyholder for sharing this experience with ************************************** and apologize for the inconvenience described.?Member is questioning why the auto portion of the policy was not cancelled in March of 2024 and if cancellation was warranted why, it could not wait until March of 2025. The policy member has is a package policy can only stay active if the home and auto are insured with our company.   If the member requested the auto portion of the policy to be cancelled back in March 2024, he should have been informed the entire policy will need to be cancelled. The last call we show with the member is on 2/19/24 when changes were completed with the member and mortgage information was updated by the mortgage company.   *********** does not write stand-alone home policies and therefore would not have been able to insure the home without the autos being insured. Unfortunately, the policy will remain cancelled as of 12/30/24. We are asking the member to respond to the agent to avoid any other issues.
Thank you and best regards, AAA-The Auto Club Group

Customer Answer
Date: 02/19/2025

Complaint: 22787039

I am rejecting this response because: as they are mentioning that they do not insure only home, but has to be an auto and home policy, but this was not expressed to me during the renovation process and I clearly told them that I was going to purchase vehicle insurance with another company since they without any reason increased the pricing blaming it only on inflation. Later by end of the year they decided to close/cancel my home insurance. Which made me work really hard to find another provided since is an obligation to have home insurance by the mortgage company. Nevertheless they were paid for the full year, of *************** so they need to refund back the unused 3 months of 2025 that were paid initially back in 2024.
It is very unfair that they do not communicate clearly and that now they want to increase the ************** value when they clearly made a communications mistake.

Sincerely,

**** Ertze
Business Response
Date: 03/04/2025
Good Day BBB.?
We thank our policyholder for sharing this experience with ************************************** and apologize for the inconvenience described.? Issue: Member is questioning why he would not get a refund due to him saying he would like to cancel the auto policy.    Resolution: The policy member has is a package policy can only stay active if the home and auto are insured with our company.  As previously stated our company does not write stand alone home policies and therefore would not have been able to insure the home without the auto being insured. Unfortunately, the policy will remain cancelled as of 12/30/24. The policy does not qualify for a refund as there was not pervious cancellation or proof of prior insurance for both home and auto.   We are asking the member to respond to the agent to avoid any other issues.
Thank you and best regards, AAA-The Auto Club Group

Customer Answer
Date: 03/04/2025

Complaint: 22787039

I am rejecting this response because:
It seems AAA doesn't even r as the complaint, as explained no one until December of last year told me that I had to keep both vehicles and home insurance. Since April 1st I had for 6 months Progressive for my vehicles and from October 1st with State Farm. Regarding the house and due to the cancellation from *** without any warning I had to acquire Citizens for home insurance. This means I prepaid 12 months of ************** and only used 9 months. This is exactly why I'm requesting to refund the unused part of the insurance. Now regarding the lie request to speak to their agent, indie but they told me they will call back and never did, which only shows their clear lack of customer care.

Sincerely,

**** Ertze
Business Response
Date: 03/13/2025
Good Day BBB.?
We thank our policyholder for sharing this experience with ************************************** and apologize for the inconvenience described.? Issue: Member is rejecting the previous response regarding home and auto insurance.   Resolution:As previously stated the policy member had was a package policy that can only stay active if the home and auto are insured with our company.  If the member requested the auto portion of the policy to be cancelled back in March 2024, he should have been informed the entire policy will need to be cancelled.
The last call we show with the member is on 2/19/24 when changes were completed with the member and mortgage information was updated by the mortgage company.   *********** does not write stand alone home policies and therefore would not have been able to insure the home without the autos being insured. Unfortunately, the policy will remain cancelled as of 12/30/24. If the member can show proof of home and auto insurance with another company, he can provide the proof, and we will be happy to correct the issue.
We understand the frustration, but we cannot arbitrarily cancel a portion of the policy without cancelling the entire policy. We are asking the member to respond to the agent to avoid any other issues.
Thank you and best regards, AAA-The Auto Club Group

Customer Answer
Date: 03/13/2025

Complaint: 22787039

I am rejecting this response because:
Is AAA using a robot? are they not reading what I have been writing and providing information? I have submitted the information of the other insurances, also there were at least 2 more calls with AAA after the policy for the HOME started, and that I clearly expressed that I was not renewing with them the vehicles, to what they did not told me they need to cancel the whole thing. Even we submitted a claim for an accident my wife had before the maturity of the original policy and I clearly stated that we were changing insurance in a few more days, and clearly AAA did not much to solve the claim in our favor making us pay a deductible for an accident caused by the other party.
If they want me to speak with them, they can call me, since the last time I called early this year they were very rude and the lady that took my call said she will get back to me after reviewing the 2 calls she identified I had with them after the previous policy expired.
I keep receiving a bill for $36.95 when actually I should be receiving a check for over $2,000 for the difference of the vehicle policy that I never renewed and that they did not attempted or tried to inform me that if not all together then nothing.

Sincerely,

**** Ertze
Initial Complaint
Date:01/07/2025
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.
*** upgraded my plan to cover tow service at $77 just to not be able to tow it for 72 hours. THIS WAS NOT EXPLAINED by ***. The tow truck driver came out and told me that the charge would be $112. My car is stuck out there during a crisis!!! I have no transportation and literally wasted hours and money.
Business Response
Date: 01/10/2025
****** ********
1603 ****** ***** Ln
******, ** 33570

Membership number: ****************

Thank you for your inquiry regarding AAA. On January 10, 2025, we spoke with ****** ******** regarding her complaint. During this discussion, ****** explained that she was unhappy with AAA due to not being advised of the 72-hour wait period when upgrading her account, while she needed a tow. To resolve ******** concern, we offered our deepest apologies regarding ******* experience. We have agreed to refund ****** the $77.00 she paid to upgrade her account, which will be returned to the original form of payment in 7 business days. We have also upgraded ******* membership to the plus membership level for free for the remainder of her membership term.

At this time,we consider this matter resolved.

Kind regards,
Member Relations
Customer Answer
Date: 01/10/2025

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:12/13/2024
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.
Contacted AAA roadside assistance on December 12, 2024 at 9:15pm for a tow and called 2 times and its now December 13th 3:00am and still no text no call and no tow truck. All they can say is sorry
Business Response
Date: 12/13/2024
We spoke with Ms. ***** ****** on December 13, 2024, via telephone and the matter was resolved.
Initial Complaint
Date:12/06/2024
Type:Order 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 12/6/24, around 12:15 am, I submit a request to *** needing to be winched out of some sand that I got stuck in. Within about 25 minutes, a truck driver came out, assessed the situation and said he couldnt do it with his truck but to call AAA and speak with a ***resentative and tell them to send it back through dispatch so they could send a tow truck that is independently contracted to get me out. He said he sees it all the time when hes unable to help. So I called ***, the ***resentative noted what happened and sent it back to dispatch. An hour goes by and I havent heard anything. So I call again. Another ***resentative answered, I explain the situation, she said she saw all the notes and apologized for the delay but would have dispatch call me. Okay, no problem. ANOTHER hour goes by, no call or update of any kind. I call AGAIN. Another ***resentative answered and said dispatch hasnt been able to find a truck capable of reaching me but would have dispatch call me. Two more hours go by, and nothing. I call yet again. This time, the ***resentative I speak with reviews my request and tells me that they cant cover it and that Id have to pay out of pocket for another company to winch me out of the sand. So youre telling me that a AAA tow truck driver and 3 different ***resentatives over a span of 5 hours couldnt tell me that? The *** then transfers me to *************** where the lady said there was nothing she could do. Again, this was 5 hours and 4 different phone calls that I had to make because no one was contacting me. I then had to call around to find someone to help me and had to pay $200 out of pocket but yet he was there within 45 minutes of my phone call.
Business Response
Date: 12/09/2024
Attempted to contact member multiple times but no response. If the member replies, we will address their concerns.
Customer Answer
Date: 12/10/2024

Complaint: 22648902

I am rejecting this response because: I received ONE phone call from AAA on 12/6/2024 to which I called back the same day but there was no answer. I have not received any other calls from them since. I called again today around 9:30 this morning and it was sent straight to voicemail. I left a voicemail but have received no response since.

Sincerely,

****** *****
Business Response
Date: 12/11/2024
We spoke with the member today on 12/11/2024 and have resolved the matter with them.

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