ComplaintsforAmerican Automobile Association

• Initial Complaint

  06/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My member# is ****************. I opened a membership with AAA on May 20 of this year because I wanted the peace of mind knowing that is my old truck breaks down I have AAA to assist. Unfortunately this has been the most unprofessional experience I have ever encountered. Not only will I be reporting AAA to the better business bureau, I will blast on social media. Its incredible how bad and unreliable this company is. I requested a tow service at 9am Sunday June 23rd but it is now 11:09pm and yet NO tow service has arrived or even contacted me. This has been by far the worst experience I have ever had with any company.

  Business response

  06/26/2024

  We spoke with ********************** on 6/25 via telephone and the matter was resolved.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/8/2024 I contacted AAA in ******* for a tow to the nearest tire shop. At 1pm They took my call and said they would send a technician out. At 2pm they texted me a tech would be there in 17 minutes. At 4pm I called them again to find out why I was still waiting there. At 7pm with no communication from AAA I took it upon my self to drive an unsafe vehicle 16 miles to the tire shop. At 9pm I called AAA again asking why I was not provided service. They never sent anyone. They left me in 99 degree heat for 6 hours. They offered nothing for my trouble. They didn't ask me if I was alright or if I was suffering from heat stroke. Worst company ever. I paid for their services and got nothing in return.

  Business response

  06/18/2024

  We spoke with ************** on 6/18/24 via telephone and the matter was resolved.

  Customer response

  06/20/2024

   
  Complaint: 21861670
  
  I am rejecting this response because: I was not given a proper resolution or explanation as to why they left me on the side of the road in 99 degree heat for 7 hours. They felt that the time I spent waiting for them held no value. She tried to explain that they were unable to get the towing service to answer the phone, but when I asked her if she thought it would have been appropriate for them to let me know nobody was coming, she admitted that they never contacted me to let me know I was on my own. She then informed me I could have acquired my own towing service and I would have been reimbursed for that cost also did not ring true due to the fact that I have a text stating that a "technician" would be there in 17 minutes. Obviously if I had someone was coming I was not going to look for an alternative. They neglected to do their job, they put my health at risk, they put my vehicle at risk and they offered me a year of membership. That is not a resolution, that is a slap in the face. I spent the next several days after their failure dealing with heat stroke issues including nausea, vomiting and migraine headaches. My trip that I needed to make that day was cancelled. I now am having to fly to 3 different cities as a result and rent cars. If they want to provide a resolution that covers all of my travel expenses I would consider it. Short of that I plan on getting my attorney involved.
  
  Sincerely,
  
  ***********************

  Business response

  07/08/2024

  We called and apologized to ************** for the extended delay in getting him service. We acknowledge that we failed to secure service in a timely manner for him. That is why we compensated him by crediting his membership for next year. We consider this matter closed. 

  Customer response

  07/09/2024

   
  Complaint: 21861670
  
  I am rejecting this response because AAA was negligent in providing the service they were paid for in addition to failing to communicate that a service technician would not be coming ever. As a result of their negligence I was left on the side of the road in 99 degree heat for 7 hours. I suffered from heat stroke symptoms for a week after including nausea and migraine headaches. Their response is insufficient and does not begin to address the costs they have created for me.
  
  Sincerely,
  
  ***********************

  Business response

  07/10/2024

  We called and apologized to ************** and compensated his membership. BBB, this is closed. 

  Customer response

  07/11/2024

   
  Complaint: 21861670
  
  I am rejecting this response because the response from AAA is insufficient. AAA saying the case is closed does not make it so without my agreement. Not only is it not closed I am now going to proceed with legal remedies due to the dismissive nature of AAA.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Friday, 6/7/2024 at 11am I called AAA for roadside service. I was in ********, **, not a rural area. I had a flat tire and could not change it myself having recent surgery. Their automated system put me in the loop saying the driver should arrive around 12;45. at 12;51 I received a call (caller ID says CAMBODIA) that due to heavy volume there will be a delay. I called three times asking for an update only to be put on hold. After about 3 hours a passing tow truck was able to render assistance. The following morning (Saturday) at 6am, AAA called asking if I still needed assistance. I was sleeping and never got the call. At 11;30, 24 hours after my initial call, the driver calls stating "where are you?, I'm here to pick you up.AAA was not there for my emergency, and did not show up until 24 hours after the fact. They will not issue a refund for unused services.

  Business response

  06/13/2024

   The member reported waiting over 24 hours for services without assistance, expressing disappointment during an emergency. ************ requested a membership refund; however, I informed him of my lack of authority to process refunds. As a gesture of goodwill, I offered ************ 30 AAA dollars in recognition of his 25-year membership, along with an apology, which he accepted.

  Customer response

  06/13/2024

   
  Complaint: 21841094
  
  I am rejecting this response because:  I didnt completely understand the fast talking representative when she called.  I did accept her apology and I understood she was offering me $30 AAA dollars in addition to my refund.  She also stated I will get a call in ***** minutes to follow up.  No one ever called back.  I paid $206 on March 31, 2024 for a years service. Prorated for 9.5 months of unused service equals $168.  Since they did not provide the service that I paid for, I feel a $168 is due me.  I no longer desire AAA coverage and want my account closed.
  
  Sincerely,
  
  *******************

  Business response

  06/19/2024

  Refunding members Membership and canceling totaling ******

  Customer response

  06/28/2024

  AAA states that they will cancel my membership and issue a refund of $168.  I will accept that, but still have not received the refund .  Its been 9 days.  I will close this case once refund has been received.

  Business response

  06/28/2024

  We cancelled his membership, and the refund is put back onto his card that he used to pay. 

  Customer response

  07/05/2024

   
  Complaint: 21841094
  
  I am rejecting this response because:

  I still have not received a refund.  
  
  Sincerely,
  
  *******************

  Customer response

  07/11/2024

  I finally received a full credit, and Im satisfied . Thank you.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today May 29th, I got a flat on *********************************************************************************************** I called aaa for roadside service they told me I was over the call limit which is 4. Because I was over they charged me $100 to change a tired which is ridiculous! I was alone stuck in a parking lot and they were more concern of getting pay to help me. Im very upset that I got ripped off and had to pay $100 to change a simple tired! Is this what this company is about ripping people off! I pay for my membership, which it still active they could at least give the members a discount if they go over their calls which is 4 and that limit is ridiculous also why charge for a membership if everything is limited! Since I had to borrow the money to pay for a simple tire change I want to get compensated since I obviously dont have it like everyone else does. A simple discount would have help especially since I am a member!

  Business response

  05/30/2024

  Good Morning:  We sorry to hear what happens to you but we are not the *** ROADSIDE ASSISTANCE (TOWING SERVICES) we don't provide or do road tires assistant.

  You have the wrong ************************** name is *** Radiators and **************** we provide Automotive **************** Services ONLY. It has nothing to do with the *** Roadside Assistance.

  So please make sure you call that company so they can help you with your issue.

  Any question please feel  free to contact me at ************.

  Have a nice day.

  ******

   

  Customer response

  05/30/2024

   
  Complaint: 21776812
  
  I am rejecting this response because:
  This is the information that BBB gave me to make the complaint can you kindly foward this to the right place since this is the only information that was given from the BBB website. 
  

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

  Business response

  05/31/2024

  **************** paid $75.00 in July of 2023 for 4 service calls. 3 of those were used as a lockout and 1 for a tire change. ****************, if you were to call for your own lock service it would range from $75-$150 for the service. That is why we limit the calls allotted, and if you go over that, you have to pay. We do not reimburse for the $100 charge. We consider this matter closed. 

  Customer response

  06/05/2024

   
  Complaint: 21776812
  
  I am rejecting this response because: When I called to get a tire change and replace it cost me $35.00. As large as this company is the company could of given a discount. why charge $100 dollars that's ridiculous, it shouldn't' matter how many calls I put in I pay for a membership that should cover or at least give a discount to members. I'm asking for a discount not a refund since it seems this company just wants money from its members. That make sense for a non-member but not for a member that price. Not sure who you are since you are not sharing your title with me but please don't state this case is close since nothing has been resolved and you are not the manager.
  
  Sincerely,
  
  ***********************

  Business response

  06/06/2024

  Once again, we cannot refund or discount the fee for additional service calls. Yes, we are a worldwide company, but we cannot provide free services. You paid for 4 calls, you received 4 calls. If you wanted an additional call, you had to pay for it. BBB, we consider this matter closed and cannot refund or provide a discount for services rendered. 

  Business response

  06/06/2024

  Please close this. The member used all 4 of their allotted calls they paid for. They needed service and wanted our help. If a member uses all of their allotted calls, then they have to pay to get another one. She is complaining about the price we charge for additional calls.

  Customer response

  06/06/2024

   
  Complaint: 21776812
  
  I am rejecting this response because: Once again the matter is not being resolve you keep stating I use my allotted calls and that is not the point. Are you the manger to keep stating to close the case is that how you resolve a complaint? Why don't you pass this to a higher up personal so they can address the complaint that's being presented. You are not offering any resolution, you are just stating to close the case why? Is this money coming out of your pocket? Why isn't members being value when it comes to a complaint, instead of brushing it under the rug lets come to a resolution. If you can't help please forward to a higher up personal thank you! You are not getting paid more to ignore this complaint are you?
  
  Sincerely,
  
  ***********************

  Customer response

  06/06/2024

  Hi I wasnt able to respond back to the company about the complaint is it close? We didnt come to a resolution 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-19-24 at approx 2:38pm my car would not start and I put a request on line for roadside service with AAA. When the tow driver arrive he asked me to sign a waiver that would relinquish the tow company of any responsibility for a damage that *** occur to my vehicle as a result of the tow company. I didn't think that was a good idea since I believe that the company should be able to assure me that they would not damage my vehicle so I refused to sign the waiver. The tow driver then called his office and I called AAA customer service. I explained that no tow company in the past had required me to sign a waiver and and I have been using AAA since 2011. The CS agent called the tow company and the owner/dispatcher told her that I had tire and wheel damage (not true) and that I had hung up on her when she tried to explain to me the waiver was for current damage (not true) the waiver stated that it was for damage that *** occur. A n d I never spoke to anyone on the phone just the driver about the waiver. The tow driver left without a word. The CS agent put out a new tow request for my vehicle it is now 9:52pm and no driver has even been assigned the pickup yet to give me an eta. I called for a tow at about 5pm however and I am at home now with my child but the tow cost me $240.00 and I think AAA should refund me for that tow and they should seriously think about the shady practices the tow companies that represent them are using and how to discourage such practices. I was in a bad situation an as that tow company exploited it to try to get me to sign something so they could ruin my car and I would have no recourse. The young man got out of his truck and asked if my car was a frt wheel drive. I believe that is something a tow truck driver should know by looking for themselves since towing it from the wrong end could destroy a transmission. I lost my confidence in this driver wh ******* asked that. And having ask that I sure wasn't willing to hold him harmles

  Business response

  06/14/2024

  Apologized to ******************* in reference to her service delays she had, she was also refunded $240.00 for her tow that she had to pay out of pocket for no services rendered. 

  Customer response

  06/20/2024

   
  Complaint: 21733902
  
  I am rejecting this response because:
  I have not received a check as of 6-19-24 and was promised to get it within 3 weeks it has now been 4 weeks.
  Sincerely,
  
  *************************

  Business response

  06/21/2024

  I Have explained to Mrs. ***** that there was an issue with her address, unfortunately that caused the delays in her check. Check was reissued.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Trying to register online using my membership number. They keep rejecting number even though its on their renewal notice and same on card. Cant send email because they ask for membership number which they reject. Why should I have to call or send a check. Want to renew online.

  Business response

  05/14/2024

  Hello,

  According to the members' address they live in ** which isn't in our jurisdiction. Please use AAA.com to determine the appropriate Auto Club.

  AAA

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Home May 1st AAA sent a record to pick up my 2011 *** X3. The record service arrived around 11:00 a.m. in the morning and he put my car on a flatbed truck to have delivered to the ** repair shop in D'Iberville. I received the call from the mechanic saying are you or do you realize you do not have absolutely no breaks. I said no I did not know that but I had brakes when the driver picked up my car. So what happened was the record service put chains around my front wheels and it broke a loose the brake lines and they had the repair them at Delta world tire. I'm asking them to refund for the repairs because it was no fault of my own it was a record service that did that.

  Business response

  05/13/2024

  HELLO,

  ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN MS WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.

  AAA

  Customer response

  05/14/2024

   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I had AAA come put the spare on my car because a tire would not hold air. They did so and I drove the car for a day and needed to have the spare removed and was told by a different AAA service member that the bolt was stripped by the previous AAA technician and they were unable to do anything to help. After spending hours on the phone with AAA, they told us not to move the car or do anything for five days until their adjuster could come out. No effort to resolve or help us at all. This is disappointing. Ive relied on AAA for decades and this lack of service is unacceptable. No accountability it effort to rectify the situation. It feels like a scam.

  Business response

  05/14/2024

  We spoke with **************** on 05/09/2024 via telephone and  we are working to resolve the matter directly with the member.

  Customer response

  05/14/2024

  I received a call the next day and they were eager to help rectify the situation. It has been resolved.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  membership # ******************* i needed a tow at about 11 pm and i was told it would be within 1.5 hours. after waiting almost 2 hours i called but was told that they still didn't get anyone to come yet. i waited some more but was then informed that it could be they will not be able to get anyone until 7 in the morning. at the end, somebody came at after 10 AM. this is totally unacceptable as i aid for 24 hour service and did not get that. i am therefore requesting a full or at least partial refund of the membership dues that were paid.thank you.

  Business response

  05/02/2024

  HELLO,

  ACCORDING TO THE MEMBERS ADDRESS, THEY LIVE IN ** WHICH ISN'T PART OF OUR JURISDICTION. PLEASE GO TO AAA.COM TO FIND THE APPROPRIATE CLUB.

  AAA

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely horrid service after 56 years of loyalty as a member !My husband 1st ****** around 6 pm Tuesday they gave a 2 hour estimate. They never came. He called again , another long wait, they never came. My husband called 10 times or more .The reps were rude,kept putting us on hold then hanging up .We called 2nd last time&they were coming from ********** Indiana in next 40 mins they never showed and AAA couldn't get a hold of company/driver. AAA never gave names of truckers or companies .Always different people, out of tristate reps. ****** again 1am , said a driver would be there in 20 mins.Never came,called again "it will be 30mins" .called again "could be several hours" called again and they had that driver estimated again around 40 mins. Towerfinally got there around 250 am. We got to *************** at 345 am. Got home at 415am.Found out they had dispatched our call to ********!! We were stranded off a dark highway in ******* at a closed gas station. Employees left 10pm. We were still there for 6 more hours in the dark,cold,no food/water,or restroom The guy who helped ,stayed with us all night. He started to get creepy by always insisting to take us home .He wouldn't leave & wanted my daughter to get in his car to get warm with heat. He told us he had been addicted to pills, spent 10 years in prison for selling drugs earlier that night. Finally my husband told him to go home with family( trying not to be mean in case).He left but watched us in next lot with lights on. He had 2 or 3 others with him. Then to make it even more worse ,my daughter and I had to Go to the bathroom in the grass in dark area with truckers and passerbys looking at us. It was a mess , we felt like vagrants. We are all 3 disabled and we're in serious pain from sitting in cramped cold car all night . The pain got worse trying to jump in a huge **** f350 truck and the ride. Home was unbearable. We will be cancelling our membership after 56 years!!!

  Business response

  05/01/2024

  We are so incredibly sorry to hear about this experience! Unfortunately, you submitted your complaint to the Florida *** BBB. While we are nationwide, *** is broken up into territories and we don't have access to each others information. You will have to submit your complaint with the *** Ohio BBB, but we are also going to forward this over to them so they are aware of it as well. 

*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. ↩