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ComplaintsforAAA Allied Group, Inc. - Hamburg District Office
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Complaint Details
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Initial Complaint
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This happened on Jan 22, 2022 They paid the two bill. Reimbursed Sending you all paperwork from Green Toyota of Ashland, KyBusiness response
06/27/2022
We are unsure what is being requested from the member. Can more information be provided?Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The customer contends that she called the company when her battery was dead. The company sent a technician that indicated the battery needed to be replaced. The customer states her vehicle was damaged and the company previously agreed reimburse her for the damages.Business response
05/25/2022
We have issued the member a Release of Claims to the member. Once that is received we will be able to issue payment. The member claims that it was sent in on 5/11 through the mail but it has not been received as of yet.Initial Complaint
02/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My vehicle was damaged 12/25 during a tow by AAA and became undriveable. I was informed of the damage by the second AAA driver involved on 1/5, as well as by the AUDI Service shop. After numerous attempts, on January 30th, we were able to receive the Damage Form from a Senior Case Manager by the name of ******* ******* via email. It was advised in the disclosure to allow 7 business days for processing. On 2/2 once all the information and documentation needed for the claim was obtained, we responded and attached a video from the service shop as well as a quote. On 2/7, I reached back out via email informing that AUDI Service had reached out and they were going to be needing to also do a wheel alignment; since they were replacing both inner and outer tie rods of the front driver and passenger sides, this was needed done to prevent any further wear or damage, and was an additional cost. I also attached a copy of the new quote. On 2/14, after still not having heard anything via email, phone, or mail, I called the number listed at the bottom of the email for Ms. *******; XXX-XXX-XXXX. I was greeted by voicemail and informed I would need to allow 3 business for a response. I left my name, number, damage claim number, and advised I was trying to obtain an update on the claim, as my vehicle as been in the possession of the service shop since 1/5 and had been corresponding with the agency since 2/2 and not heard anything at all. I've not dealt with this before, and am unsure of the process and cannot get any answers; I am afraid if I go and pay for the vehicle in order to regain possession, I would void any responsibility on AAA's behalf, even though one of their own drivers as well as the dealership have said the damage was caused by the tow. Please see attached chain of emails that have been sent, as well as all attachments that have been provided to them. I am needing an update or some type of acknowledgement; contact at dealership says he has not been contacted either.Business response
05/19/2022
Business Response /* (1000, 12, 2022/04/11) */ I have reached out to the member via phone and email. I was not able to locate a recent case file for her. I requested more information to be able to assist. I have sent and email and also left a VM. Consumer Response /* (3000, 14, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided quote, video from the dealership, as well as forwarded all email correspondence that was sent originally when filing the case with AAA. As of April 11th at 3:05 pm, this is the last correspondence I have; I have sent this to the facility for review and I hope to have an answer in the next few days. Why has the response not been updated? I responded within 3 hours of receiving the message. There were multiple messages from the rep sent to me back and forth, and it's very bothersome that this is nowhere in the response. I can provide documentation as well. Business Response /* (4000, 16, 2022/04/15) */ I have attempted to call the member 3 times today and each time the member disconnected the call. Member can follow up with me at XXX-XXX-XXXX. Consumer Response /* (4200, 18, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no communication what so ever on my phone since April 11 from the XXX-XXX-XXXX number referenced. I'm not too sure the problem, nor why I couldn't be reached out to via email, as the same rep and I have communicated multiple times on the 11th?! All of this is very bothersome, and looks as if is just another way to try and get out of their responsibility! As stated on the rep's voicemail just a few moments ago, I can be reached at XXX-XXX-XXXX or as well as at my work desk phone of XXX-XXX-XXXX. Business Response /* (4000, 24, 2022/05/06) */ check has been issued to customer.Initial Complaint
01/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 12/02/2021 at approx. 6.30pm I broke down on I40 just outside of Harriman, Tn. I contacted AAA requesting a tow service and after about 30 mins I was told the name of a company that would be providing the service. After another hour I called the service requesting an approximate time I was laughed at and told they wouldn't be coming as the destination was outside their area. After again contacting AAA I was told I was now a priority case. However after regular calls from myself requesting updates (they never once called me) I kept getting told I was still a priority but they couldn't locate a towing service for me. Eventually after 6 hours being left alone on the side of the interstate with no vehicle power and a slowly dying cell phone I had to contact a local towing service in my hometown that took me home at a cost of $522. I've tried contacting AAA over this issue but they keep dragging their heels and I expect full reimbursement from them for this stressful and arduous ordeal.Business response
05/16/2022
Business Response /* (1000, 8, 2022/02/14) */ Contact Name and Title: ****** ******* MR Supvr Contact Phone: XXXXXXXXXX Contact Email: *********@aaa-alliedgroup.com The member may file for reimbursement using the attached form. A receipt will need to be included. The form can be sent directly to me via email *********@aaa-alliedgroup.com. The reimbursement form can be found at the link below: https://cluballiance.aaa.com/automotive/ers-refund-form Consumer Response /* (3000, 10, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) After contacting AAA I keep getting a parrot-like response stating I'll be reimbursed to the level my membership allows. This would come to less than half of my costs in the towing of my vehicle home. After being left on the side of the interstate for more than 6 hours with no follow up on my case I expect full recompense for my troubles. I keep getting told I refused police help (at the time I was under the impression a tow was on the way) and I refused to look for a service myself? Surely this is the whole point of AAA membership and to not do their work for them? I was left with a vehicle that wouldn't start and a rapidly dying cell phone for 6 hours at that point and it was unknown just how long I'd have to wait. I was treated atrociously and as stated expect full reimbursement for my situation.Initial Complaint
01/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On September 1, 2021 our 2011 **** **** was towed by ***** Towing through AAA. ***** Towing did $2100.00 worth of damage to our vehicle. *************** handled our complaint. I requested pictures of our vehicle before, during and after ***** Towing handled our vehicle. When my daughter called Wayne at ***** Towing he said he could not speak with but would gladly put his attorney in touch with her. Both AAA and ***** Towing are claiming they have no responsibility to the damage of the vehicle. I have pictures of the damage to our vehicle. I am seeking $2100.00 for damages to our vehicle and *****s Towings original bill that paid we paid for in the amount of $245.00. ***** Towing PO Box *** Hebron Ky 41048 Professionally, ***** ** ******* *** ********@aol.comBusiness response
05/16/2022
Business Response /* (1000, 8, 2022/02/14) */ Contact Name and Title: ****** ******** MR Supvr Contact Phone: XXXXXXXXXX Contact Email: *********@aaacorp.com The damage claim was denied by the towing facility as damage related to the reason for tow. As it states in our member benefit guide: AAA Liability We have contracted with independent service facilities to provide Roadside 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 thereof 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. Any arrangements you make for subsequent nonemergency repairs are between you and the service facility The member is able to cont their own insurance for subrogation options. Consumer Response /* (3000, 10, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) AAA should at a minimum reimburse me for the initial tow to ***** Towings yard. That amount is $245.00 I will pursue Smith Towing on the rest of my claim. Professionally, ***** ** ******* ****Initial Complaint
09/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
4/5/20 My daughter called AAA because her car wouldn't start. Under our plan, should it pass their dead battery verification test, she would get a free battery replacement. She was told this when she called in. When the tech came out, he tested the battery, it was dead and it qualified for a free replacement. He then handed her a bill of $204.17, which my daughter paid. As a young college kid, she didn't know what to do but to pay the guy. I didn't find out until June '21 when we were discussing the benefits of AAA. When I said free battery replacement, she said it's NOT free, they charged me. So I immediately called in to ask why she she was charged. They couldn't give me a answer. I was told to fill a reimbursement form but it was past the 60 day window. The fact that we were charged for a FREE service make no difference to them. They will not give back the $204.17 that wrongfully charged and to me that's scamming a customer. AAA said it shouldn't have been billed but won't refund.Business response
01/07/2022
Business Response /* (1000, 8, 2021/10/11) */ Ms. ********* was spoken with back on 9/24/21. She explained to us that they didn't know the membership covered a free battery and that she discovered this while reading over the benefits months later. Her membership renewed on 5/1/21 and she didn't file for reimbursement until 6/30/21. Since it was received after the 60 day limit and after the renewal date we are unable to reimburse the battery purchased in April. Consumer Response /* (3000, 10, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) WRONG. I DID know the battery was covered and FREE under our plan, which is why my daughter called for assistance. The dispatcher and the roadside assistance had access to our benefits and plan at the time of the call in and at the time of the service. My daughter is a petite 4'11 and a grown man is providing a service. How could she not feel a little intimated and not pay the bill, that should have never been generated and handed to her. What I DID NOT know what that she paid it. THAT is what I discovered while going over the benefits with her. My membership renewed and we didn't change the plan we have. I don't see how the 60 day policy applies when your wrongly charged for a service. My daughter is being penalized for paying a bill that was given to her WRONGLY. How does AAA not abide by their own policy and benefits that a consumer pays for. Why did they not catch that a payment was received for a covered service? Any way you look at it, AAA scammed my daughter out of $200+. I'm not looking to be reimbursed, that would mean we knew we were going to pay. They owe for MISCHARGING a consumer. The bottom line is that WE SHOULD HAVE NEVER BEEN BILLED FOR A BATTERY. It's a overpayment that should be REFUNDED because it's THEIR fault not ours. AAA doesn't read a clients policy in order to fulfill a service according to their plan. They choose to charge you, hope you don't catch it and then try to apply their rules at their mistake. Shame on you AAA for scamming people. Business Response /* (4000, 12, 2021/10/13) */ We have denied this. While in conversation with the member she advised that she did not know it was covered until reviewing the benefits of the membership. As explained to the member we advised that had we been made aware when this happened we could have investigated the concern. As this happened over a year and a half ago we are unable to assist with the concern. Consumer Response /* (4200, 14, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) AAA needs to listen back to ALL the phone calls I made and reread the statement I gave. We have the PREMIER PLAN since we became members and have not changed plans. We got it because our daughter was away at college and we KNEW all the coverage items. Because we knew it was a dead battery when my daughter called home and asked what to do, we told her to use the AAA service because it's covered. THEIR call center told her we had 1 free replacement that had not been used and THEIR roadside assistance person should have verified coverage before giving a bill, that should have never been created. AAA can deny all they want. They are not understanding the bottom line of this entire situation. AAA is now trying to say I didn't know what was covered until I read the benefits later. How does that change what my coverage is? IT WAS STILL FREE!!!! Is AAA seriously trying to imply that I pay for a PREMIER PLAN, but don't know what that plan entails, so when I need to use them, they'll charge me for a service that's covered because I DIDN'T KNOW???? Does AAA not realize that's FRAUD???? We own a auto repair business, so please do not think I'm a idiot and do not understand what services I pay for at every renewal. I have been a member since 2017 and still am a member. It's not like I'm no longer a member and am trying to get a refund. AAA made a mistake NOT my daughter. This was the FIRST time using AAA and they stole her money and have shown they lack integrity. During the phone calls in to AAA, not one person could tell me why a bill was given to my daughter. The battery went through their checklist to qualify under our plan for a free replacement. Yet, my daughter was handed a bill that she paid. AAA is blaming me for their employees lack of proficiency at their job. It's apparent that it stems from the company head with the response to this. In cases where a customer is charged by mistake, meaning the mistake was the billing parties fault, they refund the customer for the overpayment. If a company issued a payment to customer or business, they get the funds back from them. THIS situation was a billing mistake by AAA, which led to a OVERPAYMENT because the service is covered. AAA is a fraudulent company as to what you pay for and what they offer. They hide behind a 60 day policy that does not bare any relevance to this particular incident. And at THIS point it's a year and a half since I first contacted them concerning this. AAA is 100% a THEIF of a company and the company does not look to serve its customers but how they can take their money scamming them into paying for a free service that they pay for in their plan. Before you try to deny THAT, think again... I'm the proof. No amount of time will ever change that. EVERY customer AAA has needs to be aware of the way they do business and how they treat a PAYING customer. There's no doubt that if that battery SHOULD have been billed and wasn't paid for, I'd be cancelled the next day. I have no respect for a company that admits they were wrong, but is unwilling to make it right. I have no loyalty to a company that will take my money and try to blame me for their error. What's important to AAA is not the people that pay for their service, but keeping their pockets full. I'll no longer be contributing to that. Business Response /* (4000, 16, 2021/10/22) */ We are unable to respond on this complaint any further. We consider this matter closed.
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Contact Information
3008 Atkinson Ave
Lexington, KY 40509-2490
Business hours
Today,9:00 AM - 2:00 PM
MMonday | 9:00 AM - 6:00 PM |
---|---|
TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 2:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
20 total complaints in the last 3 years.
6 complaints closed in the last 12 months.