ComplaintsforA A A Minnesota/Iowa

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for roadside assistance online and the website only offered the cheapest plan and did not allow me to see details of the plan I purchased. As I attempted to use the service after the 72 hours required per their policy, I was told the plan only allowed 5 free miles of towing. I attempted asking them if they could upgrade my plan to one that covered the milage needed but was told I would have to wait another 72 hours to use the service. After informing the customer service representative that their website did not provide details of the different plans, or the one I purchased, she told me the information was available on the website. I then reviewed their website in detail with her and proved to her that the cheapest plan was the only one offered and details of this plan were not provided either. I She then suggested reviewing the frequently asked questions to learn about the details of the plans and other plans offered. I decided to pay for the remaining milage out of pocket and had them send out the tow truck. Upon arrival, the truck driver told me she could not tow my car because their policy required my car to have up to date driving tabs. None of the details of their policies or plans were ever provided to me when I signed up and I could not find it on their website either. I then requested a full refund of my money and was told they could not refund me because the truck had been sent to my house. I believe this company intentionally organized their website in this manner to force customers to buy the cheapest plan as it will lead to customers paying more money for extra miles. I recorded a video of their website in case they attempt to change it before this complaint is addressed. I called the company a few days after the initial occurrence and was advised members have 3 days to cancel service after the purchase date. But the interesting part is customers also must wait three days to use the service after purchasing it and this means they are unable to cancel service once they are able to use it.

  Business response

  05/17/2024

  Please forward to *************** at **************** for review/response. **************************************

  Thank you.

  Business response

  05/21/2024

  *********************
  ****************
  ******,MN55434
  
  Membership Number RE: ****************
  
  Dear BBB,
  
  Thank you for contacting ***. Our records indicate that we spoke with ********************* on 05/20/2024. We apologize for any confusion that he experienced when joining online. We explained to Richenau that when joining online you are only allowed to join *** as a classic member and once you have become a member you are eligible to upgrade coverage. ******** did express concerns on us improving the literature when joining online, and we did advise we will forward his concern to the proper department for review. We also explain that the *** Handbook online states on page 32:
  
  Vehicles not eligible for service *************** or reimbursement will not be provided for vehicles which are: Unregistered and unlicensed vehicles etc.
  
  Lastly,we did confirm with ******** that he did receive a refund of $71.00 back to the original form of payment as 04/30/2024.
  
  At this time, we consider this matter resolved.
  
  Kind regards,
  Member Relations 

  Customer response

  05/21/2024

   
  Complaint: 21595674
  
  I am rejecting this response because:
  

  I am waiting for the business to implement the changes I recommended. I want to ensure that no other customer experiences this level of unprofessionalism and deception. Once the business lets me know these issues have been resolved I will accept their apology.

  
  Sincerely,
  
  Richenau ******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since beginning of 2024 we have gotten 61 mailings in barely over 90 days, literally every day that mail runs we have a mailing from AAA. First went through the website to change settings, to have no more mailings. that wasn't as easy as it should be. Mailings continued. We then called and talked to someone they said they would make the necessary changes to no longer receive mailings. mailings got worse, so called again. That time rep said they are having computer issues and couldn't help me, so called again. That time rep said his computer wasn't working right so put us on hold for over 20 minutes before I gave up and hung up. Called back, now a fourth time of calling and this rep said that she would change our communication settings but cant cancel our account.

  Business response

  05/07/2024

  HELLO,

  PER OUR RECORDS, IT IS A REQUEST TO REMOVE FROM ALL MAILINGS. ON THE CUSTOMER'S PROFILE, NO MAILINGS SHOULD BE SENT. SOMETIMES THERE CAN BE A DELAY BUT EVENTUALLY THE MAILINGS SHOULD STOP. WE APOLIGIZE FOR THE INCONVENIENCE.

  AAA

  Business response

  05/17/2024

  Please forward to *************** at **************** for review/response. **************************************

  Thank you.

  Business response

  05/20/2024

  Hello,

  Per review of our membership system, we show that you have selected to not receive any mailings. Please allow time for system to update and you should eventually not receive any mailings. We apologize for any inconvenience this may cause.

  AAA

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -February 24, 2024 transaction date.-Paid discounted membership fee to AAA -Employee advised me he needed to use fake address and would change to my actual address -Cannot use membership # sent as not in my zip code -customer support canceled my membership and I cannot get same discount in my area -Still have not received $116 to my credit card after cancellation -Email states if I do not receive credit that check will be sent to fraudulent address that employee entered that I have never heard of or been associated with -SEE ATTACHEMENT FOR MORE DETAILS AND RESPOND

  Business response

  03/21/2024

  Records show the membership in the *********************** was canceled out and the payment received was refunded because ******** club was not the correct auto club for his location.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Before Christmas i called AAA to change the credit card number used to pay for a gift membership for my son. The person answering the call was very helpful. After changing the card to be used to pay for his gift membership, I asked her to do the same for my membership. Although my son lives near me, she said my AAA membership was handled by another office and i would have to call them. She gave me their phone number, but warned me that they might not be working. She was correct. I tried to reach the number again during the day after Christmas, and it was answered after a long wait by a woman in *******. She told me she could not help me and i would need to contact the **********, ** office when they reopened. This is unacceptable that they would be closed for an extended period of time during one of the heaviest travel periods of the year. What if we had needed roadside assistance during that time? I note from the BBB file on AAA, that it probably wouldn't have mattered since roadside assistance often doesn't come to help people for days. We keep our vehicles in top shape and have not used this service. We have received maps and the state booklets from AAA and enjoyed the magazine. Since the office is closed for extended periods, we would not have been able to pick up maps or books. The magazine died a painful death, shrinking in size and finally being discontinued. As my wife says, what is there left for us at AAA? My answer; lots of ads and junk mail. We can get travel information on the internet for free and roadside assistance from our vehicle manufacturer. AAA seems to be in financial trouble, too; cutting service, raising prices, and collecting dues a month before the period they pertain to. Sadly, after being a trusting member for 48 years, my eyes have been opened. Please cancel my membership and refund the $206.00 for renewal to begin the middle of next month. Please drop me from all mailing lists. Thank you.

  Business response

  01/03/2024

  
  Please forward to *************** at **************** for review/response. Physical address at
  ************************************************

  Thank you.

  Business response

  01/09/2024

  Dear BBB,
  
  Thank you for the inquiry regarding the renewal of AAA Membership for ****************************
  ACG contacted and spoke with *************************** and discussed his concerns.
  This membership number **************** was renewed by our convenience billing option on 12/15/2023.  ******************* honored ********************** request to cancel his membership on 1/9/2024 as a one-time courtesy. ACG is refunding the amount of $206.00 and the refund will be issued in the next 10 business days.
  At this time, ACG will consider this matter to be resolved.
  
  Sincerely,
  
  ACG Member Relations

  Customer response

  01/10/2024

   
  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

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/10/23 around ****, my car broke down a few miles from town and I called *** to come help. They claimed a tow truck was on the way. I waited two hours before calling back as I hadn't heard anything from *** or the tow company assigned to come pick me up. The customer service rep claimed the truck was on its way. As it was a small town tow company, I tried calling them only to find out they WERE NOT OPEN ON SATURDAYS!! I called *** back and they said they would contact a different tow company to come get me. Kicker, the second company would be at least two hours before they got to me. After five hours of waiting, I finally got a friend from town to come pull my car into town and cancelled the *** service call. On 7/23/23, I was traveling back from work in *********** late at night. I pulled over at a gas station in a small town off I-35 to take a quick nap. When I woke up around ****, my car wouldn't start and was having other weird electrical issues. I called *** for service and they claimed they would "attempt to find somebody to come help me but due to the weather in the area, many companies were not accepting calls". It was a cloudless, average temperature night, and there was no rain on the radar for the entire *****************! The agent said they would call me back with either the name of the company coming to help me or to tell me they couldn't find anybody. I waited over an hour before calling back and the same agent claimed she was "just about to call me to say she couldn't find anybody to come help me". When I asked her what I should do as the gas station was closed until morning and I was a single woman stranded alone, in the middle of the night, in a strange place, she suggested I ****** local towing companies near me and start calling them! As instructed, I filed for reimbursement for the cost of the roadside service in ********, but since it was outside the **** area, I most likely won't get a refund! I'm extremely disappointed with ***!

  Business response

  08/31/2023

  We spoke with ******************************* on Tuesday, August 9th,2023 via telephone and we are working to resolve the matter directly with the member.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 31, 2022 I reached out to member service to obtain *** coverage as my bank suggested it to go with my loan since I was very upside-down on my loan. I had already purchased insurance through AAA so I wanted to add it since it was the cheapest out there. At no time did the agent explain to me that the *** they offer doesn't cover negative equity or rollover on the loan and in the event of a total loss the vehicle would only be partially covered. This was the reason I gave when I called and she assured me my needs would be met. It was not until a hail storm caused a total loss and I filed my claim was I told the *** doesn't actually cover the rollover or negative equity. I feel that I was mislead by the agent by not disclosing all the limitations that *** cause monetary harm, My rights under UDAAP were violated as well as the rights under the ***** I was mislead into purchasing a product I thought would protect me. Instead I am left with a 10K balance on a vehicle that was damaged by an act of god. I made several attempts to reach corporate to get a resolution on this and even the claims agent advised I needed to file a complaint. To further prove my point that the agents are uneducated in their products I visited the location in ***** **** on 10/13/22, where I live, and asked about their *** products. The agent in office did not disclose at any point during that inquiry that rollover or negative equity would not be covered or included. I even asked her specifically if it would be covered and she stated YES! It is a violation of my rights to not be told about a huge loop hole in the product. I am aware that agents are required to be licensed to sell these products and do not feel they have enough knowledge to sell these without causing harm to a client. I would like to see this resolved and the company held accountable for the *** they were supposed to pay based on what I was sold.

  Business response

  11/11/2022

  Hello

  Thank you for expressing your concerns. I would like to give information about the Gap coverage. I am not sure how actually it was explained to you when purchase, but the coverage is available when the remaining balance of a loan or lease arrangement exceeds the actual cash value of the vehicle at the time of a total loss. The is called negative equity. This amount is then owed by the insured. Unfortunately, the claims department handled the claim according to the rules. A copy of the IA ********* Policy was email to you that also explains how coverage is paid. I understand the agent may not have given enough or all information on Gap coverage in which we are not privy to that conversation, but claim was handled per policy rules.

  Best regards 

  AAA-The ********* Group

  Customer response

  11/16/2022

   
  Complaint: 18392451
  
  I am rejecting this response because: It doesn't resolve the issue that I was lied to by AAA more than a few times and they are not taking responsibility for their misleading and unfair business practices. They sold me a product stating one thing and the product doesn't cover it. Their agents are selling a false product that caused me monetary harm. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mailed my renewal check to aaa on 4/4/22 account never renewed now expired 4-15-22 need account renewed membership number ****************

  Business response

  04/18/2022

  Good day BBB,

   

  Thank you for contacting AAA.  Membership payments sent to our P.O. Box via postal mail take ***** business days to be processed.  If the payment was sent on 4/4/22, that timeframe has not expired.  Please allow until the end of week for account to update.  We will be able to provide the desired resolution to this issue once payment is received. To avoid delays and possible lapse in membership coverages, it is advised to mail payments early or contact one of our representatives to assist with payment over the phone. 

  We appreciate your patience.  If additional assistance is needed, please contact the ********************* @ **************.

  Cordially,

  The ********* Group

   

  Customer response

  04/18/2022

   
  Complaint: 17058592
  
  I am rejecting this response because: will wait
  
  Sincerely,
  
  ***********************

*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. ↩