ComplaintsforAAA Allied Group, Inc. - Hamburg District Office

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle broke down on Sun-3/16/24 in Keyport NJ. The rear of my vehicle was sticking out in the middle of an intersection and the vehicle could not be moved. I immediately called AAA and informed them I was not in a safe situation. The AAA rep said a tow truck was called, that this was a priority call and the tow truck currently had no other calls in front of me. The Police arrived and informed me they called their own tow truck and that if AAA arrived first, they could take the car. AAA said I would be reimbursed for the cost of the tow if the tow truck the Police called arrived first, which it did. They took the car and would not allow AAA to get the car from their tow yard on that day and take it to my mechanic. I went to the tow yard the next day, and paid the bill to release my car ($293.94) in cash. AAA then towed the car to my mechanic. I then received a letter in the mail stating that I would be only be reimbursed for $158.94 because my plan did not cover the storage and cleanup fees that the tow service added on to the bill ($135.00). I called AAA and explained the situation to them and asked if any of their plans covered those fees and they said "no". I also explained why the tow service charged the storage and clean up fees (i knew nothing about the cleanup fee until I recieved the tow service's bill) and that the issue was their tow truck failed to arrive in time to take the car. They said the Police would not have allowed AAA to take the car and I told them the Police said they would have allowed AAA to take the car if they had arrived first. I should not be penalized because the AAA tow truck failed to arrive on time. AAA refused to listen to anything I had to say. I also have only used their service around 3 times total in the last 5 years and did not use it at all in 2023. I am asking for the remaining amount of the tow service bill that they refused to cover ($135.00). Thank you, *** ****

  

  Business response

  04/29/2024

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. The member was reimbursed according to her membership. AAA covers the towing of the vehicle within the covered mileage. Due to the other facility charging storage and additional fees that is not something that is covered. The member called for service at 11:55 am and within 25 minutes our truck was on the way. The call was then cancelled at 12:30. Our response time was in a reasonable time frame and we are unable to approve any additional reimbursement.

  Thank you, 

  AAA Member Experience 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  02/27/2024

  Dear BBB, 

  Thank you for contacting AAA. This is already been taken care of and we are processing refund to the Member.

  Thank you, 

  AAA Member Experience

  Customer response

  02/27/2024

  
  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,
  
  ***** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14,2023 I called AAA for service for a car battery to be installed in my sons car that was in my procession at the time ..When AAA arrived the driver tested the car battery an informed me I needed a new one .AAA service man tryed to take the old battery out but broke the battery case an fuse box that is located near the battery..The AAA driver admitted to the damages told me he broke it gave me a card with his Name an the information I needed to be reimbursed by AAA for the damages.. NO Battery was purchased was told to take it to one of AAA service stations repair Centers for that is AAA policy .the car was towed by AAA to their service center who was not qualified to find or fix the problem AAA service center recommend that I have the car towed to the ***** *****r. AAA towed the car to the ***** *****r after the dealer checked the car out , it was founded that the battery case an the fuse box was broken. I had the ***** *****r fix the damage an reported my complaint to AAA to be reimbursed for damages I submitted the information the the AAA service worker provided me the bill from ***** *****r with a detailed description of the damages an repairs ..AAA responded back by saying I purchased a battery from them so no reimbursement for damages will be awarded. I appealed the decision an asked AAA to show me we’re I purchased a car batttery from them! Now AAA sent me an e-mail stating that since the car was disabled when the AAA Service guy arrived to replace the car battery that their not responsible for the damages even throw their AAA Service technician admitted he damaged the car .

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* **************

  

  Business response

  02/28/2024

  Dear BBB, 

  Thank you for contacting AAA. This damage has been denied by our facility as well as our Risk Manager. The vehicle was not running prior to our arrival for service and it did not run after the service. This case remains a denial and we consider this case closed. 

  Thank you, 

  AAA Member Experience 

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: AAA is refusing to accept the fact that there services guy made the situation worst he admitted to being at fault ,yes the car wasn’t working that’s why I called AAA to get a battery now that they cause more damages they don’t want to take responsibility for there actions 
  
  Sincerely,
  
  ********* **************

  

  Business response

  02/29/2024

  Dear BBB,

  We stand by our initial decision the case remains closed. 

  Sincerely, 

  AAA Member Experience 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got AAA through ******** for a year. I am disabled- walk with a cane. There’s a winter storm coming and I needed food. Car battery was dead. Called AAA. Told them the problem. Was told since my account was so new, I’d have to pay $100 for someone to come jump my car. I asked if there was anything they could do to help. Was transferred to about 11 different people, hung up on, transferred and then hung up on again. Told my story to so many people I was ready to have a panic attack. Got to the executive offices only to be told that they understood my situation, but they couldn’t help me. A disabled woman who needed to go get food because a winter storm is coming. They didn’t care. Period Nobody knew what to do so I kept getting transferred and hung up on. It’ll be a cold day if I renew my membership.

  

  Business response

  01/12/2024

  
  Please forward to Auto Club Alliance at ***************************** for review/response.
  One River Place Wilmington DE 19801 Thank you.

  

  Business response

  01/18/2024

  Dear BBB, 

  Please close this complaint with AAA Club Alliance and forward to AAA East Central Kentucky for resolution. 

  Thank you, 

  AAA Member Experience 

  

  Business response

  02/15/2024

  Dear BBB, 

  We are unable to find this member in our records. If she is able to provide her membership number we can further review. *** ************ address suggest she lives outside of our servicing  territory. Please close this complaint with AAA Club Alliance and forward to AAA East Central Kentucky for resolution.

  Thank you, 
  AAA Member Experience 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 21,2023 I called AAA because my car wouldn’t start. They sent a person and he said it wasn’t the battery that was causing it not to start it had to be hooked to a battery pack and kept running. He said I would have to drive it 20 miles an hour while the battery pack was attached to the car to my mechanic 2 miles away. I was surprised that I had to drive it like that but I did what he told me. He followed me while I drove there however after 1 mile the hood popped open. It turns out he did not shut it closed with anything. So he shot it with his earphones from his telephone and we drove the rest of the way to my mechanic. When we got there he quickly left and my mechanic informed me of the damage that had been done to my hood when it flew open. I called AAATo complain and they said it was not their problem. They used an independent contractor and they were saying it was my responsibility. They refused to pay the $2000 in damages and said they are done. I am seeking help from you to settle my claim with them for damages done

  

  Business response

  05/05/2023

  We are currently reviewing the complaint with upper management and will respond within 2 business days.

  Customer response

  05/05/2023

   
  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,
  
  ****** *****

  Customer response

  05/30/2023

   
  Complaint: ********
  
  I am rejecting this response because: The customer indicated that she still has not heard from anyone with AAA since they initially responded to the complaint.
  
  Sincerely,
  ****** *****

  

  Business response

  06/08/2023

  *** ***** has been contacted via phone and email to advise that the claim has been partially accepted. She has been approved for half of the claim. The release of claims has been sent to the member in order to issue payment it must be returned signed. 

  Customer response

  06/08/2023

   
  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,
  ****** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 15th I signed up for AAA membership as I was having car trouble and I needed to be towed to the shop. After purchasing membership for $70.25, I was told by the representative that the membership does not begin for a week after purchase and I would need to pay $65 service fee for same day service. My car was not towed. I contacted AAA again to request the $65 service fee to be refunded as no service was provided. I was told that this would be refunded and I would see this in my bank in 10 days. I was emailed today and told that cancellation had to be made within the same call as the service call. I am very disappointed by the service and I have not even utilized it. I tried to cancel membership and be refund and was denied. I don't think that it is right to charge a fee in the amount of an annual membership and not provide a service. I would really like a refund for the service fee of $65, while I am unhappy with AAA I did sign up for membership.

  

  Business response

  09/29/2022

  We did look into this members concern. We show that a jump start was given to the member. Because the member was provided service the fee is non refundable. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was damaged and towed by a contractor of AAA on August 4, 2022. The car was left with the driver with the windshield completely intact, the car was overheating and the issue had nothing to do with the windshield or any type of body damage. When the tow truck driver arrived at my home, having towed the car approximately 2.5 miles, he proceeded to drive the tow truck like an off road vehicle, parking it in my neighbor's lawn to unload my car into my driveway. The next evening I noticed a LARGE CRACK in my windshield. The car had not been driven, or moved at all since being dropped off by the tow truck driver, given that the radiator gasket had blown out and attempting to drive it would have resulted in a blown motor. The tow truck company, Rider's Automotive LLC of Florence, KY refused to take any responsibility and told me to contact AAA, which I did. The case was referred to ****** **********, a "Member Relations Damage Case Manager" of "AAA Club Alliance Inc." She emailed me information, to an old email which I did not use anymore. She then called and WAS GIVEN THE CORRECT EMAIL, which she never emailed the information to. I retrieved the paperwork from the old email, filled it out and filed it with Ms ********** within the 10 day time period, despite her efforts to thwart me from doing so. I can attest, along with 2 other people that my windshield was not cracked when left with the driver. The tow truck company claims to have proof, in the form of photos, that they did not damage my vehicle. Bot the tow truck company and Ms. ********** REFUSE TO LET ME SEE THIS "PROOF." If they did, it would clearly show an UNDAMAGED WINDSHIELD when the car was left with the driver and a DAMAGED WINDSHIELD when the car arrived at my home. Either AAA needs to pay for the damage THEIR CONTRACTOR did to my car or have THE TOW TRUCK COMPANY PAY FOR THE DAMAGE THEY DID TO MY CAR. No other resolution will be accepted.

  

  Business response

  09/08/2022

  This damage case has been denied by the facility. We have already provided the member with their direct contact information. AAA is unable to mediate the damage claim between the member and the facility any longer. We do disclose to our members via the member benefit guide that we do use independent contractors and that AAA is not liable for any damages caused by an independent towing company.

  We consider this matter closed.

  Customer response

  09/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  AAA did NOT do a thorough investigation.  If they had, they would have known that Rider's automotive is claiming their driver "forgot" to take the after photo when he finished towing my car, though they did provide me with the "before" photo that CLEARLY SHOWS AN UNCRACKED WINDHSHIELD.  I can see why they would claim their driver"forgot" because the picture he took would have CLEARLY SHOWN THE WINDSHIELD WAS CRACKED when he unloaded it from his truck that he parked in my neighbor's yard.  They lied about doing any sort of investigation.  THEY DO NOT ADVOCATE OR PROTECT THEIR CUSTOMERS.  AAA blames Rider's Automotive, ******* Automotive blames AAA.  My windshield WAS NOT CRACKED when left with the driver that AAA dispatched to me.  They lied about advocating for me.  AAA either needs to PAY TO REPLACE THE WINDSHIELD THEIR CONTRACTOR DAMAGED OR MAKE THEIR CONTRACTOR PAY FOR IT.  Pretending to care doesn't count as advocating.  Pretending to do an investigation when I got more information from social media from the tow company than AAA did during their fake investigation only shows how truly pathetic your "claims" processors are at their jobs.  I will not be withdrawing ANY COMPLAINTS until my windshield has been replaced either by AAA or their contractor.  
  Sincerely,
  
  ******* ********

  

  Business response

  09/21/2022

  Our mediation at AAA has come to a close. The independent contractor denied the case. This is stated in our member benefit guide:

  "AAA LiabilityWe have contracted with independent service facilities to provideRoadside Assistance. AAA shall not be liable for any damage, injury or loss occasioned by or resulting from rendering, attempted rendering, or failure to provide any Roadside Assistance or towing service or failure there of by an independent service facility. Independent service facilities are not agents of AAA, nor is AAA an agent for them. They are solely responsible for their actions and for any legal liability arising therefrom"We consider this matter closed.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had AAA roadside assistance for several years. On July 18, 2022 my 19 year old daughter was in a car with three other people that ran out of gas on the interstate (about 20 miles from Bowling Green) while on a trip. She called AAA and was told someone would be there in about an hour. After waiting that time she called back to check and they said that person was not coming and they would try to find someone else. After a total of waiting 2 hours and 20 minutes on the side of the interstate (now 1:00 in the morning) and no communication at all from AAA, she finally gave up and got a family member out of bed to drive to them with gas. I called to get resolution with this situation on 7/19. Since that time I have called three other times, always with a staff person promising me that I will be called back by someone who can help but I have never received any calls back. On my third call the person told me they had 48 hours to investigate and get back to me. That was on 8/2. On my fourth call a different rep said they had 72 hours. That was on 8/9. Not only did this company fail to provide the service we pay for, but they also have failed to keep their word to resolve the situation on four occasions so far. I have spent hours trying to get help and I am so frustrated. The number for member relations is 800-763-8200 and my case number (just assigned with the fourth call) is 1971. At this point, I want a full refund of our membership fee. Thank you for any help you might be able to provide.

  

  Business response

  08/16/2022

  I have reached out to the member and requested that the member contact me back to further discuss their concern.

   ****** ******** 

  MR Supervisor, Member Relations

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

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

  Customer response

  08/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: ****** left me a voicemail yesterday afternoon while I was in a work meeting. I called back and left a voicemail first thing this morning. I called again after a meeting but she didn’t answer. I emailed her and asked to call me before my next meeting. I have not heard back so the issue has not been resolved yet. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AAA has became one of the worst if not #1 in dishonesty and steeling peoples hard earned money in exchange for no service or very very poor service living up to old legacy of honest service. I paid $140 for same day service fee and membership around 10-11pm on Father’s Day 1************ cold not wearing much cloths and it’s getting late very quickly and I am here feeling scared and really needed help asap. The agent said $140 he’ll get someone to unlock my car and I’ll get my keys and be on my way. I insisted that if it will take longer than 2 hours, I must just go home and figure out another way or the next day. After I paid the full $140 65$ for same day service and 75$ for membership renewal. The agent said estimated time of arrival 6ish am next day I was shocked. He said reported everything I said and I should get help asap. That never happened I called back several times and no one was able to help accept tell me they won’t be any help until the next day, yet stay by the car ..etc. AAA wanted me to spend the night in the street waiting for service!! I finally paid $190 Cash to another company and the unlocked my car for me and I was in my way home. I have spent several hours on the phone with different AAA departments to get them to refund me my $140 and nothing worked. I never gave up and I reported and made a statement regarding the $65 sander service and asked for my 75$ membership fee back and absolutely no empathy or sympathy or honestly or anything. AAA would never refund my $140 back and would never apologize for this mess and for volition me in every level. I am super unset about this situation and i writing this weeks after the event but u still get so upset when I removed this situation and how companies like this this still exists I. The USA in 2022 and no one is monitoring them or how they make their money. BBB was my only hope and I really hope BBB never gets corrupted anytime soon.

  

  Business response

  08/29/2022

  We have contacted the member and have advised him of the refund. This should take 3-5 business days to post.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 25, 2022, we called AAA. The AAA technician said we needed a new car battery. In replacing the battery, the technician damaged the battery sensor which had to be replaced as well as the left engine harness. We reported the damage to AAA on 6/28/2022 after ***** service department looked at the vehicle and determined the repairs needed. See claim form. Complaint #****. The cost of the repairs was $2731.03. AAA has claimed no responsibility. However, there is no other reasonable explanation for the damage to the battery sensor and engine harness. AAA never contacted the ***** service center and only spoke to their provider ********* *****.

  

  Business response

  07/30/2022

  We did investigate the members claim of damage. We made this determination and this was communicated to the member. We will continue with the denial of the damage claim.

   

  "No damage was reported at the time we performed service to the vehicle. The vehicle was driven afterwards and recommendations for the repairs of "damages" were made after custody and control was out of our hands. The pictures provided do not give us any insight into the alleged damage because they are not of the vehicle itself."

  

  Business response

  08/15/2022

  We continue to support the denial and consider this matter closed. We are unable to assist on this complaint further.

  Customer response

  08/18/2022

  
  Complaint: ********
  
  I am rejecting this response because they have failed to take responsibility for the damage their technician caused. I would like to ask the BBB to contact ***** service center about the details of the damage to the battery sensor that they discovered. When the AAA technician changed the battery, she must have damaged the battery sensor because we had no warning light on before her work. It only went on after the work was completed. If they do not reimburse us for the repair work required because of their negligence, we may be forced to file a complaint in court. The photos we submitted were taken of the damaged parts at the suggestion of AAA. It is disingenuous of them to claim that they are not of our vehicle. 
  
  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. ↩