Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My mother recently received a letter from AAA regarding a pension she should have received back in 2018. Apparently the information was in someone's office who retired and was never processed. My mother currently has dementia and receives ********* If she would have received this 6 years ago her situation was not as it is now. I have power of attorney and have to make a decision on how she wants the funds and either option is going to impact her ******** which she receives several benefits from. One being nursing home coverage when she gets to that point. I am horribly upset and stressed by this since it now will impact her medical well being. I am requesting that someone be held accountable for this. It will impact her tremendously. I do not believe your company nor employees realize that their actions have an impact on someone's health.

  Business response

  08/14/2024

  Please see attached letter

  Customer response

  08/14/2024

   
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long story short. *** sent a representative to my location to jump-start my Lexus IS250 after my battery died. I'd just driven the car 3.5 hours from ************, **, to *****, **, two days prior. The technician (****) jumped the car, and everything worked fine. I was told I needed a new battery. The technician put a new battery in my car and tried starting it. The lights, radio, and AC came on in the vehicle then, but the car didn't start. The technician then turned to me and stated he mistakenly put the battery in backward. He went to the *** vehicle to retrieve another battery and attempted to start the car again. After multiple attempts, the representative put his supervisor on the phone. I was told the key fob no longer recognizes my car. I called my dealership the next day (Monday) and was told this wasn't true. The service manager at Lexus in ************, **, says this isn't even a thing for *****.*** did pay for my junction box, but this still didn't allow power to my car. After going back and forth for 2 months, it was determined my car was a total loss with over $8000 in damages. The electrical panel is fried! I was told by a mediator (*******************) for *** that there's not enough proof the technician did this to my car. I have ONLY taken my car to the ************ and ***********, ** dealerships. I have ALL the records proving this wasn't my doing. In the end, I had to go through my insurance for resolution. I'm left with no vehicle and a higher insurance premium. I'm a 20+ year veteran who's totally and permanently disabled. The mediator for *** tried distancing the company from this incident, stating the company was contracted through *** and didn't work for *** directly. What difference does that make?! *** still hasn't made this right. I contacted the *** of ***, *******************************. I'm hoping he can make this right. I'm tired of the little guy being screwed over.

  Business response

  07/22/2024

  We inquired with several repair shops and they all had the same conclusion, this was a pre-existing issue and nothing our provider caused. We consider this matter closed on our end. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In receiving a quote from the *** at 9AM 6-4-2024. It was then rejected at 3:30PM the same day. I have spent in total of 3.25 hrs. off work hours losing $187.69.During this time, I tried to recommunicate with the *** team and was falsely transferred to different departments were to find out all were sent incorrectly. Also the quote was vastly indifferent from previously quoted and does not align with what the prices were previously. the scoring and costs are bias to new customers and educational discrimination.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Canceled my insurance with no call to verify payment decline

  Business response

  06/18/2024

  
  Good Day BBB. 

  We thank our policyholder for sharing this experience with The Auto Club Group and apologize for the inconvenience described. Our records indicate that the member selected for all correspondence to be issued electronically. March 25, 2024, a Bill ****** of Payment Reversal Switch was issued to the member, and on April 1,2024, a Confirmation of Policy Cancellation was issued.  The member was then provided 20 days from the policy cancellation date to renew the policy with a payment of $240.86. Due to a payment not being made by April 14, 2024,and a lapse in coverage we can no longer provide insurance for the member. The member must obtain 6 months of auto insurance with another provider before coverage can be offered.  
  Thank you and best regards,
  

  AAA-The Auto Club Group.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a AAA premier member and pay over $200 a year for 24 hour roadside assistance. I had a flat tire at 7pm and put in a service request. I did not get a call back until 6:30 the next morning. The tow truck driver explained to me that he is the only one contracted in the area and works 630a-7p. I also tried another time at ****pm on a sunday and did not get s call back until Monday and was told by the same driver i spoke with earlier that he is off sundays. They are perpetrating a Fraud as services promised are not available.

  Business response

  12/04/2023

  We spoke with Mr. *** December 4, 2023 via telephone and the matter has been resolved.

  Customer response

  12/07/2023

   
  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint against AAA - The Auto Club Group of *******. I've been a AAA member, membership #*******************, for 10 years with only one previous request for service the entire time. On July 18, 2023, I was stranded on the road due to a punctured tire. W/O a spare, I called AAA for assistance at 5:20am and they provided an estimate of 7:09am for the tow truck arrival. After many calls, 3 hours later they informed me that they couldn't get a tow truck and advised me to get one myself and to submit a request for reimbursement. I was finally able to get a tow truck myself at 10:45 am. I paid $358.80 for this tow. After many request for a reimbursement form, I was able to submit ********** on July 28, 2023. The form stated to wait 5 to 6 weeks before checking on the status of my request. On Sept. 8, after trying the provided number several times to check on the status without being able to speak with anyone, I finally spoke to a roadside assistance supervisor who informed me that my claim had been approved and that a check for $358.80 was mailed on 9/5/23. Since this date was a federal holiday, I should've known that that was a lie. Needless to say, I'm still waiting for that check. I have called ************ over and over again. They do not answer this number and I have left my callback number every time and nobody ever calls back. To add insult to injury, they had the audacity to send me a request to renew my membership which expired on 9/15/23 a the tune of $297. GOOD LUCK WITH THAT. Taking my business somewhere else. What a racket!!!

  Customer response

  09/29/2023

  on September 28, 2023, I finally received reimbursement in full for this service; therefore, I'd like to withdraw my complaint against AAA - The Auto Group of *******. All this misunderstanding could've been avoided if AAA had at least responded and return my many calls made to their different departments.

  Business response

  10/09/2023

  We spoke with ******************** on 10/09/2023 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying for plus membership with AAA for about 20 years. On the afternoon (4:50pm) of 9/5/2023 I was driving on turnpike on mile marker 271, towing a boat and my car had a problem, exhaust pipe was dragging on the floor. I pulled over, called AAA for a tow to my house in ***********, ** after about ******************************************************************************************************** 87 minutes. They told me only 2 people could drive in the truck but we were 4. So we waited until the announced arrival of AAA and called a taxi for us. I kept getting updates from AAA with a countdown and when about 10 minutes was left to their arrival I couldn't hold the taxi anymore, kids were hungry. AAA told us to leave the key under the passenger seat and told we could leave. We took our taxi and AAA never showed up. I kept calling for updates and they don't know what's going on and they will update me when they know more. Then they told me they apologize for the delay and my driver is called ***** and he is on his way. Couple of hours later (2 in the morning) they called us and said "sorry we don't have a driver for you and can't tow the car until the morning". And since they told me this 2 in the morning, i had no alternative solutions i could come up with as I did if I knew this previous afternoon or night. The car got towed to an impound by the order of the highway patrol. Next day, I spoke to AAA many times and they kept saying a driver is going to be sent soon over and over until they told us we could get a tow company and they could reimburse. At 2 in the afternoon we found a private tow company, they towed the car, charged $768, we paid the impound $238 and $25 not get a notarized document to them to release the car. Our car could have been damaged, vandalized because of the horrible service and information by AAA and their reimbursement page doesn't work, it keeps forwarding me to their home page.

  Business response

  09/21/2023

  We spoke with ********************* on September 21, 2023 via telephone and we are working with our member to reach a resolution.

  Customer response

  09/28/2023

   
  Complaint: 20562821
  
  I am rejecting this response because:
  I've been contacted by AAA  on 9/21 saying they are looking into resolving this but I have not yet received the resolution or the refund. I'll be happy to close the case once I receive it. 
  
  Sincerely,
  
  *******************************

  Business response

  10/11/2023

  We are very sorry for the delay in getting back to you on this issue. I was able to reach the right department for reimbursement, and a check in the amount of $768.00 for the towing charges will be mailed out on Friday 10/13/2023. In regard to the impound fees and notary, the back office received the approval for that check on 9/27/2023, and it does take 2-3 weeks for processing. Once again, we are very sorry for the poor road service experience, but your reimbursements are on their way. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible company not sure what happened to them they were great! On more than 1 occasion Ive been left stranded with no one coming to my rescue. In April 2023 left keys in the car called them waited 2 hrs nothing . We finally were able to get the keys. We went to the gas station and a AAA worker was sleeping in his *** (I can show the pic if needed) so we figured thats why no one showed up . June 2023 I needed a tow it was 8pm no one ever called or showed up. I called in the morning enraged and they said someone will be there. No one came until 2 hrs later. July 2023 I needed a tow called and asked to speak to a supervisor since this has been horrible service all around and they kept transferring me , puttting me on hold for over 2 hrs and no one ever called me back nor came. This company has gone down hill, customer service horrible and you should definitely investigate their work ethic for the well being of poor stranded people who pay a yearly membership to get no service at all!

  Business response

  08/07/2023

  Thank you for contacting AAA Club Alliance. Please forward this complaint to either the BBB of ******* and/or AAA Auto Club South for resolution. 

  Business response

  08/31/2023

  We spoke with ******************* on 08/31/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for *******************.

  Customer response

  09/11/2023

   
  Complaint: 20392098
  
  I am rejecting this response because: This case has not yet been resolved and they closed it. I am waiting for my AAA membership refund receipt or my towing reimbursements
  
  Sincerely,
  
  *******************************

  Business response

  09/12/2023

  We spoke with ***************** on 09/11/2023.  We explained her refund was issued and consider the matter closed.

  Customer response

  09/13/2023

   
  Complaint: 20392098
  
  I am rejecting this response because: Please provide proof of the refund will be going to my card
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased auto and homeowners insurance from AAA. At that time I fully disclosed that my roof was original and older and had had quite a lot done to make it a good roof that was older. Months after paying my premium up front and in full I received a huge increase notice that they said was due to the age of the roof and my failure to disclose it, though the agent at AAA (***********************) agreed I had always disclosed it up front. He instructed I must get a four point and wind mitigation report and that I needed to use their contractor, which I did. His report showed the roof in tremendous condition and showed it should last another 28 years. Nevertheless they demanded a huge increase or would cancel me. On the advise of ***** at AAA I spent another $4,000 plus to switch to Citizens (insurer of last resort) for homeowners since he made it ******* clear more that $2,000 would then be due back to me for homeowners of the original policy I already paid for. He also put this in writing to me and to management with AAA, who have said they now refuse to refund as previously agreed. *********************** has now left the company but says he is more that willing to confirm all of this and *************** *************) in management there now refuses to respond to emails, return calls, etc. Meanwhile I have lost well over $2,000 and have their e-mail stating it was due me! I am seeking only the return of the funds promised me several months ago and again as recently in writing as last Thursday this was confirmed. I have numerous e-mails I can provide from AAA to prove what I am saying. I am very appreciative of any efforts here; the communication from this company has been truly horrible while they continue to try to blame me somehow and simply refuse to respond.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 25th, 2023 I booked a 3 night stay at the ***************** in ********, ** through AAA.com. The resort is a AAA 4 diamond rated property so I felt comfortable booking through AAA.com. Our booking confirmation was #***-8010159. At the time of booking AAA charged our credit card $266.40 in taxes and fees. Prior to finalizing the booking, I called and spoke with a AAA rep to confirm that the $266.40 charge for taxes and fees included the local hotel taxes (****%) and $55 (x3 nights) daily resort fees. The rep confirmed they were collecting these fees in advance. When we checked out of the property on 6/14/2023 the resort had also included three $55 resort fees on our invoice. I brought it to the front desk's attention and they said they always charge the resort fees at the property and that AAA.com should not have charged me for those fees. On June 15th I promptly brought the discrepancy to the attention of ******* who is a AAA Travel Support representative. (Ticket #******). My question was simple. What was the breakdown of the $266.40 in taxes and fees that AAA charged me? Regrettably, on 6/27/2023 after many days of back and forth with *******, she closed the support ticket and said she could not help. If AAA charged me taxes and $165 in resort fees and the resort also charged me $165 in resort fees (supporting documentation attached) then I am due a $165 refund. It is discouraging that AAA.com has been this unhelpful. When I booked through AAA I was expecting a good experience. I have concerns that either AAA or the resort is committing fraud by double charging consumers for resort fees.

*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. ↩