Complaints

• Initial Complaint

  02/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Triple AAA at 630pm 2/27 for a tow. Est arrival 7:40pm. Called for sn update *** said she had to resubmit the work ticket they never got it. Tow will be in route Est arrival 830pm. Nothing.. Called back another delay but will be there 930. Then another call tow Co will call me in 5-10 minutes nothing. Called back no logged call about her telling me they are an hour out. Fast-forward at 1115pm lady said new tow was dispatched est arrival 1130pm within the hour. Heading to meet driver showed up 1145 nice guy and he just got the work order 5 minutes ago. Horrible experience much different from before many years ago. Need this ** to research this and find out how things got so **nfusing.

  Business response

  02/28/2025

  The member was upset because the dispatch team had not been honest about her service call and continued to delay it. She mentioned that after calling multiple times without receiving any assistance, she did not get home until 1 a.m. Her initial call was made at 6 p.m. I apologized to the member several times and offered to give her entitlement back which she accepted as a resolution.
  

• Initial Complaint

  02/18/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First, AAA made a change to the number of roadside requests we are entitled to and nobody was notified. As a member, we should have been notified of this change. Even if we weren't notified then that information should be on the website. People should know that they only get 3 requests before they buy the membership. This is utterly ridiculous

  Business response

  03/05/2025

  April 2021 is when the number of calls GA members receive. This was emailed to members who provided their email address when signing up for their account. The fee you paid for an extra call was reversed and the matter is resolved. 

• Initial Complaint

  02/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October 22, 2024 a AAA stole my vehicle. It was towed out of my apartment complex without my authorization.

  Business response

  02/14/2025

  We spoke with Mr. ***** on February 14th, 2025, 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 Mr. ******

  Customer response

  02/16/2025

  I am currently working with AAA. And will respond once the matter has been resolved. 

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-30-24, ******** *************** was called via AAA Auto Club South to tow my small bus from my home in *******, ** to a repair shop, A Mobile Maintenance in ************, **, for a transmission rebuild. I've been a AAA ******************** Assistance member for nearly 15 years. My bus needed repair so I could move my family to **. My *********** watched the tow ************** underage son (8-12 years old) hook up my bus to his ****** truck. He directed his son to operate my bus, to help attach it with chains to the towbed & to accompany him in the truck. After leaving with my bus, he called me--he couldn't find A Mobile, so I helped him over the phone. Ultimately, it took the mechanics at A Mobile a month to complete the extensive rebuild. During that time, I went to **. I flew back to ** on 2-28-24 to pick up my bus from A Mobile in order to begin moving to **. I found the mirrors of the bus smashed inwards, ***************** ran along the driver's side over 10 feet in length, a damaged window gutter & broken light. When I asked the mechanic, he said he didn't drive my vehicle or cause the damage. So, I documented it & called AAA Member Relief. I was directed to a AAA Service Monitor who told me "******** will have to be able to prove they did not cause this damage. AAA will conclude that they caused this damage if they have no pictures. So far they've sent none. Either ****** pays out of pocket or they will pay out of their insurance company. Or, AAA gives them a payment option to pay us back." I've had 6 months of ************** with the AAA Service Monitor saying he'd help arrange compensation for repairs if I acquired quotes. I got the quotes to him as requested. Since our last call on 8-10-24, though he said he'd get back to me in a week, he hasn't. I've emailed him twice since concerning AAA's use of vendors that involve child labor safety issues, my need to have AAA tow my bus to an auto body shop I got a quote for, & pay for the repairs.

  Business response

  02/12/2025

  AAA's position when a damage complaint is filed is to mediate between the facility and the member. In this instance, Mrs. ******** filed a damage complaint on the facility on 2/28/2024 when the bus was towed on 1/29/2024. The reason this timeframe is important is because it sat in a tow yard location for a month before she saw it, where they have semi's and large tractor equipment going in and out of a dirt parking lot. When our driver towed the bus, he towed it backwards. All of Mrs. ********** damage is from front - to back. The damage is metal on metal scrapes all along the side of the van. If this happened while on the tow truck - her bus would have fallen of the bed, and the tow truck would have also been totaled. The bus was also towed on an open highway, with nothing that could have damaged it. She is placing all the blame on AAA and not going after the location where her bus sat for months. The scratches along the side of the bus also have rust inside of them. AAA did not do this damage, she is placing the blame on the wrong company and not going after the tow yard her bus sat in for months. 

  I am the Supervisor in the complaint department, and AAA denies all damage Mrs. ******** is claiming, and we have closed her complaint. 

  Customer response

  02/20/2025

   
  Complaint: 22896006
  
  I am rejecting this response because: see attached
  
  Sincerely,
  
  **** ********

  Business response

  02/20/2025

  AAA's denial stands. Ms. ******** will need to seek compensation from the repair location, that held her vehicle for over a month in a junk yard location. 

  BBB, we consider this matter closed. 

  Customer response

  02/20/2025

   
  Complaint: 22896006
  
  I am rejecting this response because:
  

  AAA has not replied to my requests or addressed my concerns which I have very clearly outlined.
  
  I am requesting mediation.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Noting that on Wednesday 01/24, we had a AAA ordered to tow vehicle. The AAA reperesentative who advised his name was ***** arrived and in speaking, confirmed he was an employee of AAA not a contractor. After he hooked up the vehicle, he advised he would call us when he arrived at the car dealership. The AAA driver left with our vehicle a **** Focus Titanium at 4:22 pm. My husband and I tried callnig the dirver dierectly. We also called AAA and reporting what apparently was someone giving false information. When asked if they could contact the driver to see his whereabouts or apeak with him, they said AAA is not able to reach its drivers as they are contracted out. I advised that I did not believe I was speaking wiht AAA repl They stated that AAA . Finally he pikced up the call at 6:04,The navigator shows to map travel the *** fro travel was ***** mins.,it took him almost 2 hours, even with normal traffic , unless there was something major and unusual,it should not have taken that long.I Contacted the servicing center and asked my advisor if the vehicle had arrived he said it had not and they were leaving.. I tied the drive again and he answered saying he had stopped to get something to eqt. and had left the kesy with *********. Immediately following our call (the times of called were 1 min apart) He did not arrive unitl 6:22.. When I had just hung up from Nanny and my call was put in ,it was about. The dealer advvisor I spoke with at 6:04 said the keys or vehicle wer not there not nore than a min and half The driver advised droppped off 10 mins ago,Speak with the mgr, was telling me it hadnt arrived, but accornding to Case mgr. While we were taling the vehicle had been there for 10 mnins.

  Business response

  01/30/2025

  We have attempted to reach ************ **** on 1/28, 1/29, 1/30 via telephone/email but have been unable to reach him/her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company Involved:AAA (specific regional AAA branch name)Petes Auto Repair Date of Incident:October 26, 2024 Details of the Complaint:On October 26, 2024, I contacted AAA for a jumpstart for my 2018 Jeep Grand Cherokee due to a dead battery. The AAA technician advised that I purchase a new battery, as the old one was worn out. He mentioned that a new battery was not available at that time, and I would need to wait until the next day.Later that same day, a technician named ******* arrived and attempted to replace the battery himself, despite showing uncertainty about the process and consulting video tutorials as he worked. He installed the battery incorrectly, causing significant electrical damage to my vehicle, including a blown fuse and rendering my vehicle unable to start. ******* admitted to the damage and assured us that they would cover any necessary repairs.The following day, ******* returned with another individual, *** ******, to replace the damaged fuse. After replacement, the cars radio and key fob were nonfunctional. Upon further inspection at ***************, they confirmed that multiple fuses were blown. Given my concerns about further third-party handling, I requested that the vehicle be sent to an official Jeep dealership, ** ****** Jeep, for proper assessment and repair.The dealership identified that the auxiliary battery, key fob, and the radio were all damaged as a result of the incorrect battery installation. Initially, *** ****** agreed to cover the full costs of these repairs but later reneged on this promise, asking me to instead seek reimbursement directly from AAA. To date, *** has only partially covered the repairs, paying $750 for the auxiliary battery and key fob replacement. The radio repair, costing approximately $800, remains unpaid along with further damages Im currently experiencing with the vehicle. I am seeking reimbursement for the outstanding costs of repairs, specifically the $800 for the radio replacement

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA website allows to do everything online but does not let you cancel their service online. If buying a policy is allowed to do online. so should the cancelation be. Why to make it hard to cancel a policy?

  Business response

  10/28/2024

   

  Hello,

  Thank you for your concerns. Unfortunately, there is no option to cancel a policy online as of right now. If you need to cancel, please call the ***** number listed on your insurance declaration. We apologize for any inconvenience. This maybe an option in the future.

  AAA

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im currently still dealing with my issue!! I requested a tow for my vehicle on Friday, October 18, 2024 between 4-4:30pm. It is current Sunday, October 20, 2024 about 2:10pm and still no car!! Ive been calling for the last 2 days to only be constantly told theyre looking for someone. What am I paying for?? Im used to the tow taking some time, but 2 whole days is ridiculous!! I was advised really late Friday night, that Saturday morning someone would be picking it up, the app then said 1:30pm, which was still fine. It then went back to looking for someone. Today, I spoke to manager *** or shes in the escalation department, she pinned my trip to the top for someone again today at 1:30pm. As we can see, I still have no car. Please help!!

  Business response

  10/23/2024

  Apologized to member for the service delay and offered a credit in the form of AAA Dollars. Member has accepted.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 28, 2024 my vehicle was experiencing issues that led to the need for a tow. Being a AAA customer for more that 10 years, naturally I pulled out my phone and opened the application to request roadside services. Everything was as smooth as butter, they really do know how to get your vehicle where ever you need it to go! The issues began after the transfer of the vehicle into the care of the tow company. The driver arrived approximately an hour and ******************************************************************** my opinion, and being that AAA is a trusted name nationwide, I didn't think my possessions inside the vehicle where going to go missing. Upon the delivery of my vehicle to my home, I immediately went to find my Airpods, which I know was in the front passenger seat. They where no where to be found. I tried to locate them using my Find My application and the location was marked as "UNKOWN", meaning the device had already been reset before I had a chance to mark them as "LOST"When I reached out to the customer service department with **********************, i was mocked and ridiculed. This is not something I expect from a company with such a long time in business. If i could give a rating, it would be -10 stars! Needless to say, I will not be renewing my membership going forward, and I will go out of my way to tell everyone my experience with the company so they too will not subscribe/renew.

  Business response

  10/04/2024

  We have no ********* **** with this area code, and the phone number listed in this complaint comes up as ****** *******. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a customer/client of ********************** since 1990. I moved from ********** to ******* August ************************************************************************************* management was completely different. I used the company to cover my new house (HOM *********) and car (AUT70042741). I made a claim for house repairs on November 2023 and this was used to hike my house policy premium from $1,600 to ********. After experiencing several weeks of AAA stonewalling my efforts to find out the reason for this dramatic increase and removing myself from the companys AUTOPAY plan, I decided to end or cancel coverage to both home and car. I was allowed to cancel the automobile policy on September 30 but told I could not cancel the home policy until I first paid the company at least $1,047 and then call sometime in September 2024 to cancel this home policy.I was deliberately manipulated to prolong my stay with the company so it could charged $1,047.16 for the period August 10 thru August 30. When I signed up for autopay I was told I could cancel this method of payment ANYTIME. Yet, I was not allowed to cancel the autopay method nor cancel the home policy until I paid $1,047.16.

  Business response

  09/04/2024

  Hello,

  We have reviewed your complaint. If there is a unpaid balance that is due on your policy, the system will not process any transactions until the amount is paid. If you started a new policy and can provide our company proof, then we can process a backdate to that date the new policy was started. If there are any refunds due, the system will advise, and you will receive proof. Please take proof to a nearest branch or you can call the *****# and faxed or email to a rep.

  AAA-The Auto Club Group

*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. ↩