ComplaintsforAAA Hoosier Motor Club

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a cruise through our AAA travel agent in September 2023 for travel in January 2024. In addition to the cruise, we also booked and paid for roundtrip airline tickets and one night hotel stay, prior to the cruise sailing, at the *************************. The hotel cost was $189.15 for room, taxes and breakfast. Our travel agent gave us a prepaid voucher to present to the hotel.When we arrived at the *********** on 1/26/24, the hotel did not have our reservation and did not have any rooms available. The manager spoke with us and said the voucher was "fraudulent" and that the travel agent had cancelled the reservation several months prior. We called our AAA agent, who explained the reservation had been made via a third party vendor, Hotelbeds.com, and prepaid in full and NOT cancelled. However, she and the hotel were not able to get a room for us. After many hours, she was able to confirm a room at a different hotel, the Sonesta, and worked with Hotelbeds.com to apply our money to the room there, saying there would be no additional cost.There was additional cost. We ended up paying $51.98 for tax and service; buying breakfast, instead of the included breakfast at the Hyatt ($47.50), and having to pay for extra Uber rides to and from the Sonesta. Upon our return from our vacation, we sent a letter to Hotels.com explaining the situation and requesting $130 in compensation for us and $130 for compensation for our friends and travel companions who shared this frustrating situation with us ($260 total). Hotelbeds.com responded to our request, saying we needed to go through our AAA travel agent to ask for compensation. I have been in contact with our travel agent, who we have worked with for many years and has always been a good advocate for us, but she has been unable to resolve this. We cannot get back the 1/2 day we wasted in *************, sitting in the hotel lobby trying to make alternate arrangements. We hope AAA will compensate us for the expenses.

  Business response

  06/10/2024

  We have verified that this complaint is legit, and we will be issuing a reimbursement. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/8/2024 Have been a member of AAA Plus motor club since 1996 which covers free towing up to 100 miles one way. Called AAA for my vehicle break down on 4/8/2024 with my wife and 2 kids under the age of ********************************* ************. AAA told me their contract wrecker (********) was not towing due to the eclipse. I called a ride from ************ to pick us up and left my vehicle in a business parking lot. I contacted ******** on my way home to ************ to ask when they would be towing after the eclipse before I wasted a trip down there and they said "AAA is a bunch of dumba$$es" and that they are towing all day. 4/9/24 I returned to *********** to my vehicle and again called AAA at 6pm for a tow. Completed all steps required or asked by them and was told I would receive a call and/or text and if I had not heard from them in an hour to call back. No call, no text. I called back at 715pm and was told they didn't have a ticket. I explained that I called at 6pm and they said they did not have the ticket and I would need to create a new one. I was transferred to **** to make a new ticket and explained that I had called and 6pm and never received a call or text. She told me there was a ticket and transferred me to Destiny. Destiny advised that **** made a mistake and misread the ticket and that the ticket was from 4/8/24 when I was told the contract wrecker was not towing due to the eclipse. Destiny made a ticket and finally a wrecker arrived. I have emailed **************** to ask who to escalate my complaint to and have not heard a response. Extremely unsatisfied on their handling or lack there of and when I attempt to lodge a complaint against them, there appears there is no one to contact but they have no problem taking my money promising things they can not provide. PLEASE HELP!

  Business response

  04/12/2024

  This issue was resolved yesterday with ************************* . The situation was reported to management for additional training  for the representatives involved. AAA removed the service call from his record with giving back his entitlement. Paid his membership through 1/1/25 1/1/26 for the frustration of the situation. I gave him my information to reach out if he has any issues in the future. 

  Customer response

  04/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  ****************** exceeded my expectations with his resolution and I appreciate his handling of the situation in a timely manner.
  
  
  

  Regards,

  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 24th I called Triple A to tow my car from my home too a repair shop three miles away. I told him it doesnt start and to roll it up on the flatbed. When I came back outside 30 minutes later my tires were hanging off the back side. I tried to explain what he needed to do to fix this and he said he had it. 30 minutes later he was in my truck messing with the gear shift I asked him to stop and he wanted to argue so I walked away. When the car was towed back five weeks later that had not been touched since that tow my gear shifter was pulled out and broken as seen in the picture. I called them to tell them of the situation and was assured that someone would call me back. Triple A said the tow truck driver was subcontracted and I had to contact them. I never could get anyone to answer me back. I finally talked to someone who said they would cover the damages that were done if the tire company wouldnt. I called Triple A again numerous times and never did get a call back after they were fully aware of the situation. ***************************** was supposed to handle this situation and I cannot get a hold of him or a call back to me. The damages that were done to my 2022 ****** Frontier are ****** for parts and $150 in labor that should never have even happened.I feel they are responsible for the damages and even admitted the wrong doing and trashed my gear shifter to the point Im not sure it will even go into a gear and shift properly enough to even drive it.

  Business response

  04/16/2024

  We attempted to contact the member on 2/16/2024 with no response and closed the case.  Case is now reopened and would instruct the member to contact *************************** directly at 317-612-2707or **************************************.

  Thank you

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-8-23 this company dispatched a tow truck driver to, tow my car. The tow truck driver dragged my front bumper on the ground stripping the scrwes completely out of the driver side bumper. The repair cost to fix is $250. I am an **** member and even thought my ********* has nothing to do with this damage they have offered to pay half of the $250. ***************************** has given me the round around bouncing me back and forth to the **** AAA Club and a man named ****** in *******.

  Business response

  02/27/2024

  Case resolution receiv** from *****************************:

  This Damage claim came from a call from AAA Club 212 on 12/19/23. The claim from AAA Club was receiv** on 12/18/23 . This was receiv** from *********************** (AAA *************** Member claim** there was Damage to her 2006 Dodge Magnum Black . The damage stat** from the member was , while the driver was loading the vehicle . The bumper was pull** off by losing the screws to the bumper.
  
  On 12/19/23 I call** the member and left a Voice Mail stating I ne** ** to speak with her and if she could return my call. I also ask** on the Voice Mail if she had an Estimate or pictures of the damage.
  
  On 12/28/23 I receiv** pictures of the damage from the member , along with the estimate of repairs.
  On 12/28/23 I sent this to AAA ASM ****** for a resolution . Also to seek information from ***************** & Repair LLC who perform** the tow Call # **** 12/8/23 . There was a second call plac** by the member , Call # **** Which was cancell** due to duplicate call .
  
  On 1/23/23 I was inform** from the member that since it has taken so long to resolve . The member will report this to the Attorney General . I in turn** call ******************************* to see if he had a response and resent him all information concerning the claim again.
  
  On 1/23/24 I was inform** by ******************************* and *************************** that the damage claim submitt** by ************************* for ***************************** for bumper damage has been deni** and will not be revisit**. Our findings from the towing company , the damage was not due to the tow of the vehicle. The vehicle had previous damage prior to the tow.
  
  On 1/23/24 I notifi** ******************* club 212 of our findings and to notify their member.
  
  On 1/23/24 I receiv** a reply from ******************* club 212 the reply is as follows.
  Im not sure how ****************** brought me into the case as it was being work** by another case manager. However, after numerous emails to me, I spoke with her this morning and explain** to her, as her case manager had, ********* 023 deni** the damage and would not be covering any of it.
  I further explain** that its the 023 facility who made that decision and Club 212 wasnt able to override that matter. However, I did offer to cover half of the damages (approximately $125)as a gesture of goodwill and she advis** that she would think about it.
  
  I ask** her to reach out to me once she makes a decision on whether or not she would like to accept the offer of GW so Im hopeful she will not have a reason to reach out to your club.
  
  Case was clos** 

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have called ************ and send emails to her in regards to her goodwill offer and I have not received any repsonse back as of yet. I have also called to cancel my service with AAA no repsonse back yet. I have now contacted ********************************** for further assistance in this matter. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AAA for a tow and it took them 4 hours to ever get anyone here. I called on the phone to do this but they ended up hanging up on me and making me set this up online. I check the box for a tow and even put in the notes that I need a tow and I even give the address to the repair shop. 2 hours later I get a text stating that they're sending a truck to test my battery. I text them back and tell them I asked for a TOW truck, that went ignored. Then the truck driver for the battery test calls me and says he's on the way to test my battery. I tell him over the phone that I don't need the battery tested, I need a tow. But he shows up anyway in a pickup truck and not a tow truck, so I have to explain this to AAA for a 4th time. They call for a tow truck but that is another hour away. I call AAA to complain but customer service just wants to argue that I asked for a battery check, even though I never asked for that, even though I put notes online asking for a tow, even though I text them about only needing a tow, and even though I told them directly on the phone I only needed a tow. She refused to listed to me, so I asked TEN times to speak to a supervisor but of course one wasn't available. They said one would call me back but no one ever did. The truck driver said it takes them so long to send a tow truck because instead of taking the truck that's immediately available, AAA calls around to several companies trying to get the best rate, so that takes time, and the one with the best rate is usually busy. So to save a few pennies they waste nearly 4 hours of my time. Then the other driver told me they always try to send out a battery truck to test the battery because it's cheaper than a tow truck. This is a HUGE was of my entire day, and a violation of our contract. This isnt the first time they've done this. It took them so long to tow that the repair shop coudlnt look at it today so Im without a vehicle for 2 days so that AAA could save a few dollars.

  Business response

  01/09/2024

  Member experience has been forwarded to *** member relations.  Will update once resolution is provided.

   

  Thank you

  Business response

  01/09/2024

  Dear *******,

  
  I hope this message finds you well. We would like to sincerely apologize for any inconvenience you *** have experienced with our service, as well as any frustration caused by the need to file a complaint with the Better Business Bureau (BBB).

  
  Upon investigating your concerns, we took immediate action to address the issues raised in your initial BBB complaint filed on December 4th. As a result, we removed the associated service call from our records in an effort to rectify the situation.

  
  Following your subsequent complaint requesting a refund, we conducted a thorough review of the circumstances surrounding your case. We understand the importance of customer satisfaction, and we genuinely regret any dissatisfaction you *** have experienced.

  
  In light of our commitment to ensuring our members' happiness, we have taken the following steps:

  
  Membership Cancellation: We have canceled your membership as per your request. We appreciate your feedback and have taken this step to respect your decision.

  
  Refund Issued: To address your concerns regarding the service provided, we have processed a refund for the applicable charges. You can expect to receive a check within 4 weeks for $85.00.

  
  We understand that your experience *** not have met your expectations, and for that, we sincerely apologize. Your feedback is invaluable to us as we continuously strive to improve our services.
  Should you have any further questions or require additional clarification, please do not hesitate to reach out to our customer service team at ************ option 2 or *******************************************

  
  Once again, we appreciate your patience and understanding throughout this process. We value your membership, and we hope to have the opportunity to serve you better in the future.
  Thank you for bringing this matter to our attention.

  
  Best regards,

  AAA Membership Team

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  AAA has obviously not even read my complaint.  They have done NOTHING to fix the issue in the complaint at all, as per usual.  THey also state that they canceled my membership, as per my request.  I made no such request at all.  Their customer service is NON-EXISTANT.  Any time there is a problem, they ignore it, which is basically what they have done here.  I guess I need to file a complaint with the ******* Attorney General if AAA cannot do their job properly, or even handle a complaint.  Their response here is just completely nonsensical.  Also, they said they issued a refund to me, but that is also not correct.  I have never gotten a refund from them at all.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/15/23, approx 10 PM my wife got a flat tire in Georgia, I was at home in *******. She called me in distress as her vehicle does not have a spare, and she did not know what to do. I instructed her to call AAA, her card is in her purse and request for a tow or a flat repair. We have been members for 7 years, actually longer but due to their corp. structure, when we moved states it restarted my membership. AAA said a tow truck would be there shortly, then updated and said no ETA available. At midnight with no communication from AAA about when a tow truck would be coming, I told her to get an uber back to our camper, and hopefully they will pick the car up soon. Next morning, 9 AM, I called AAA to get an update, and no tow truck was ever even dispatched. She said she would send it over to the service manager as urgent. At 12, my wife had to call again for an update, they said a tow truck would be there at 3:40 pm, and asked if she was still with the vehicle, Who would stay with their vehicle for 16 hours waiting for AAA to do their job? they instructed her she would need to be with the vehicle when they got there. She arrived at the 3:40, when the tow was supposed to be there, but then the driver extended his arrival by 90 minutes. She had to call again, AAA dispatched another tow truck for her which finally arrived at 6:30 PM the next day. Overall 20 hours to get a tow truck. AAA had told her originally when this incident occurred, no tow truck drivers were available. The driver that finally showed up and got her vehicle to a tire shop said he was available all night and was waiting in his truck for a call. People pay membership fees to this company for them to handle a roadside emergency in a quick and timely manner, not 7 phone calls and 20 hours later. The lack of communication and customer service is horrific. Will be joining a new auto club with my refunded membership.

  Business response

  10/03/2023

  Hello,

  This incident happened in ******* under a membership number purchased in ***********.This is causing a delay in gathering information from the various clubs  The member now resides in Hoosier territory and their membership was transferred to us on September 20th. I have my member resolution team working the case and will work on providing a response directly to *****************

  Thank you

  Business response

  10/03/2023

  As a courtesy,  We are prepared to extend the membership one year at the plus level for no charge.  We are unable to make contact with the member.

   

  Thank you

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My motorcycles batter died around ****. I called for the jump. The jump fellow said he didnt have the tools needed to complete the job. I requested a tow. I was told twice the tow company was in route. Apparently someone cancelled the order without telling me. I wasted 3 hours, my phone died, watch phone died, almost peed myself, stuck in an unsafe neighborhood (heard possible gunshots) then head to pay $325 out of pocket and wait another hour. The manager it took quite awhile to get ahold of (phone calls kept magically dropping) eventually said shed file a formal complaint. They wasted 3 hours of my time Ill never get back. I put my own safety at risk trusting theyd do their job. Its now **** in the morning. Horrible service.

  Business response

  07/25/2023

  Notice of complaint sent to *****************************, ERS Resolution Specialist.  ******* indicated that the service was provided outside of the Hoosier Motor Club Territory by the ******* Motor Club.  ******* has contacted the member and the ******* Motor Club to facilitate a proper resolution.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 12, I locked my keys in my truck.I called AAA to request roadside assistance. They gave me an estimate of 1 hour, but said that they would provide me with a true estimate when they made contact with the service provider.I waited for two hours with no eta. Finally I called AAA. When I called the first time I was left on hold for ************************************************************ answers. I finally asked who the wrecker company was they worked with and at first she wouldn't give me the the answer. Finally, after asking several times, she gave me the wrecker company name, then hung up on **** called the wrecker service and they said they never received a service request from AAA for my lockout. Thankfully the wrecker service was prompt and unlocked my truck.However, I had to pay for the service myself though I am a paying AAA member.I called and complained to AAA, and was told they are always striving to make improvements.Then, I received a call from AAA over five hours later asking if I still needed assistance.

  Business response

  06/13/2023

  Hi ****,

  On behalf of AAA, The Hoosier Motor Club would like to apologize for the service you received.  Unfortunately, your membership is managed by the ******* Motor Club and we will not be able to help resolve your complaint.  I have forwarded your information to **************************************** and would recommend you reaching out the them as well.  

   

  Thank you for membership with AAA and we hope you find a quick resolution.

   

   

  Customer response

  06/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Comenity aaa **** told me on may 29, 2023 that i would have a replacement credit card by noon on may 30, 2023. when it did not arrive when they said that it would i called and checked in and was told that it was not coming yet. during another problem when my wife's card was lost, they sent two cards that nether of which would work. when we called, they were kind enough to get her a new card within 2 days, but when i asked for **************** of my card, i was refused. We have other issues with this company. They are not good.

  Business response

  06/21/2023

  We escalated the member's complaint to ************* and received the following response:

   

  Hello,
  
  Thank you for bringing this to our attention. I attempted to contact  *********************** today, but was not successful. A voicemail with my contact information was not left as there was not an option to leave one due to someone answering the phone and then hanging up. We will begin researching and will follow up with you once completed.
  
  Thanks, 
  ******

• Initial Complaint

  03/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This formal complaint is to o?cially document and communicate the fact that I do not wish to do business with AAA ********** its a?liates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written con?rmation that you received this letter and that you will no longer send me mail or junk mail to my address on ?le or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.

  Business response

  03/01/2023

  HELLO

  UNFORTUNATELY, THIS CUSTOMER DOESN'T BELONG TO *********. THIS CUSTOMER IS A MEMBER OF THE **********************. PLEASE CONTACT *********.

  AAA-AUTO CLUB GROUP

  Customer response

  03/03/2023

   
  Complaint: 19517774
  
  1.) I am rejecting this response because it does not address the issue that I received mail from your ********** which is AAA.

  2.) Please upload and provide the proof that supports your response that I am member to another club.

  3.) PLEASE CONFIRM YOU HAVE REMOVED ME FROM YOUR MAILING LIST.
  

  ANY CAN SAY NOT ME, STATE IT IS SOMEONE ELSE OR RESPOND THE WAY YOU DID, WHICH IS UNPROFESSIONAL.
  
  Sincerely,
  
  ***********************

  Business response

  03/03/2023

  WE ARE THE **** CLUB GROUP.  THE **** ***** WITHN THE **** CLUB GROUP DO NOT INCLUDE *** HOOSIER.  IF YOU GO TO WWW.***.COM AND ENTER YOUR ZIP CODE YOU WILL BE DIRECTED TO THAT *********.  *** **** ***** ARE INDEPENDENT.  IF THE *** HOOSIER ********* WAS ONE OF THE ***** WITHIN OUR **** CLUB GROUP, WE WOULD SAY SO AND DIRECT YOUR INQUIRY ACCORDINGLY.  HOWEVER, AS PREVIOUSLY EXPLAINED WE HAVE NO ACCESS TO THE *** HOOSIER CLUB WHICH SERVES YOUR LOCATION. THANK YOU.

  Business response

  03/09/2023

  This complaint will need forwarded to the appropriate *** club. Based on the consumers address, the *** club servicing their territory is *** Hoosier, **************************************************************************************, ************, and not from our club, *** East Central.
  
  Thank you.

  Customer response

  03/09/2023

  Better Business Bureau:
  
  

  The response from the business does not resolve the issue or prevent the issue from recurring. Therefore, it would be inappropriate and flat out wrong to close this BBB complaint. My hope and expectations are that complaint remain open, but transfered via BBB to the appropriate team. If this complaint is closed prematurely then it is without my permission and in direct opposition to the mission Statement of the BBB.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***********************

  Business response

  03/21/2023

  *********************** has been added to our do not solicit list.  Full stoppage of mail items can take up to six (6) weeks.

   

  Thank you

  Customer response

  03/22/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

   

  I temporarily acknowledge this response. I will take additional action, which is not limited to formal proceedings if I receive any additional mailings 6 weeks from today's date.
  
  

  Regards,

  ***********************

*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. ↩