ComplaintsforAAA Michigan

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had AAA auto come out today to jump start my car. They told me, even though I bought a new battery last year and still covered under warranty it was voided due to car sitting for 90 days. I had medical issues and couldn't drive. I was not aware of this from any electronic paperwork/email receipt I received last year but they are misleading you by offering email receipt to make it hard to know exceptions, or if it was even listed on the warranty. So I'm out an additional $211.99 for another new battery. I should have declined but I'm disabled and can't go from place to place easily. Times are rough especially for people on fixed incomes, like myself and think you can trust the warranty and they find a loophole out of it. The man that came out was nice though. I was even thinking about getting an auto/home insurance quote but will never trust them again.

  Business response

  07/29/2024

  The vehicle must be driven and started regularly to maintain the battery's charge. In the warranty paperwork there is a list of reasons for why the warranty would be voided, this is listed as one --  Vehicles left unattended for extended periods of time that *** result in the battery becoming severely discharged (this causes the plates to sulphate and the battery will be unable to accept a charge). 

  So without the vehicle being driven for over 90 days, that has damaged the battery and the warranty was voided. We are sorry we could not warranty your battery, but we have the policy in place. 

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  By providing email receipts, how am I to know this?  A letter with warranty details should be mailed out.  Why does assume seniors can easily read online documents on their phone. Since they don't own a computer.  This was a medical issue I had went through and didn't plan on not driving for 3 months.  I could have easily lied but wouldn't do that.  I'm just frustrated at lack of actual letter with warranty details you would get with anyone else but this was electronic only.  
  
  Regards,
  
  *******************

  Business response

  07/29/2024

  We apologize, but for convenience on the member and facility we did go paperless with the warranty paperwork. It was easier for members to hold onto their warranty documents and easily find them. 

  Customer response

  07/29/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  It's still a hardship for people without computers.  I guess you don't value seniors, disabled, or low income members.  I definitely will never recommend your company to anyone and should be sued for hardship and discrimination towards the elderly.  I have thousands of followers on social media and very active with them.  

  I guess, you or your company couldn't care less so I'm just wasting my time.  I actually feel sorry for people that have to sell their soul to act this wicked to discriminate and deny warranties following their corrupt policies.

  
  Regards,
  
  *******************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am working at a company in ***************** for a few months.My vehicle wouldn't start (I left the lights on all night) so I called AAA for a jump start because I have a current membership with them.They asked me if my vehicle has all the original seats and I confirmed it does not.They immediately told me I don't qualify to receive any of their services because my vehicle has been modified and they do not service modified vehicles.I requested the months ahead, in the future, that I paid for, to be reimbursed since we now know they don't want to provide service at all.They refuse to reimburse the money for the upcoming future months.I want them to reimburse me my money since they won't be providing services, they refuse to.

  Business response

  07/18/2024

  You placed a service call at 9:29am and the provider called you, then contacted us at 9:31am stating that you needed a key made, not a battery jump. The fact that the seats aren't original wouldn't have any bearing on road service, and your car can still be serviced. Just like we serviced it the following month for a tire change. 

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I never asked for a key to be made, nor I have any idea what tire service you refer to since I never requested one.

  I only needed a jump start and you denied me the service.

  I want a reimbursement of the months of membership ahead of us since I won't be using them.

  Also... it deeply worries me that you are so confused about the services you say I requested,  I wonder how you use my information and how you protect my information. It seems like you handle it very wrongly.

  Please reimburse me my money.

   
  
  Regards,
  
  *******************************

  Business response

  07/22/2024

  2/17/24 at 8:09am you called for a tire change on a 2013 ****** Corolla for a flat tire on I-4 in **********, **. You called in on the number listed on your account. So we have proof of this service, and we aren't lying. We have cancelled your membership with a full refund. 

  Customer response

  07/23/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]   I haven't been in ** in at least 30 years so I would like someone from your office to call me at ************   since it is obvious you do not have the proper information.

  We need to know if someone is using my personal information and who you are refunding the membership to.

  Thank you
  
  Regards
  
  *******************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim last year 08/23/2023 after storm damage to my home. The claim number is: *********. During this time, I was mailed a payment letter and then passed from one claim adjuster to another without ever getting to speak to either of them. In order to prevent further damages to my home all repairs were completed before winter and information was shared with both claims adjusters, neither were responsive. My deductible was met with the cost of repairs. The never contacted me with any updates on my claim and now both emails look defunct with the company.Multiple calls were placed to the help line, and I was only told someone would call me back. That has yet to happen. I tried the check claim status option on the website and App but it times out and will not complete the process. My claim is coming up on a year soon with no resolutions and I am filing a complaint here as the company is wholly unresponsive at this point.

  Business response

  07/16/2024

  Hello,

  Per claims:

  I spoke to the insured today she will forward her estimate and repairs she had to her home and ****, and I will review the documents. She was concern with cost of her fence and also stated the price of the repairs from contract was higher. **** also reached out to insured and left her a message, but I talked to her this afternoon.

  AAA

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not yet resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Hello,  I did speak to a (Mrs/Ms) ****** by phone yesterday 05:33 p.m..  I am not sure who **** is as I have not had any other contact by phone, text or email with that name attached to it. No voice messages were left from anyone with that name. 

   Also, Fence damage was not the only thing listed in the original, current complaint or during the call yesterday.  I spoke to ****** about the storm damages which included: electrical issue, fascia/soffit damage, gutter damage and fence damage. I did forget to mention during the call shingle damage, that was also taken care of as well.  During the call I offered to forward to her all original emails involving the unresponsive adjusters as well.  This can still be done should anyone need  the information.

  During the call I  let her know getting the home structure issues fixed became urgent as I was receiving no contact from the original adjusters assigned. And I needed them completed before winter damage could cause further structure damage.  ****** did text me an email to send damage information to which was done after the call 07/15/2024 06:40 p.m.  The other two claims adjusters information was included with a timeline of estimates and repairs done to correct the damage.

  Later, (07:08 p.m.) A follow-up text to the number that I received the email address was also sent to let her know the email had been sent.  I did not receive a reply from that text confirming it was received. 

  
  Regards,
  
  *************************

  Business response

  07/18/2024

  Hello,

  Based on additional information provided the resolution is a re-inspection will be needed to address, the roof, siding,fascia, gutters and soffit. We were working on the fence portion, but she submitted additional information I responded to her that we are reviewing it.Spoke to **** for us to set up re-inspection and notify insured of the re-inspection process.

  AAA

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June 2024 I added a second car to my insurance policy with AAA auto insurance. In doing so my agent of many years office has closed down and I needed to talk to a live person to ensure that adding a second vehicle would be added with no problems. I called the next closest AAA office and there was a live person named *******************. I asked Mr. ***** to add a person as a driver and remove the medical on the policy. I have full coverage on my vehicle and needed the same on the second car due to a loan still on the vehicle. Mr **** started to explain all the different levels like PLPD and others. I explained that I have children in the second car and need them protected in the vehicle. I believe this was just an error in omission on ************* and should be corrected. My second vehicle was driven home from picking up the kids from school without any road closer the street was drugged up. The only way home was to go onto that street to get to the driveway. The airbag deployed, on the streets. Also, causing serious damage underneath the vehicle. There was no collision and all passengers are fine. The insurance company will not approve the damages because Mr **** put only Comprehensive on the vehicle. I spoke with a supervisor ****** she refused for me to listen to the recorder. I have called over five times, to all the numbers I can search for four of the corporate offices, I talked to a few people, and they always say that I took down all the information and someone will return the call. I have not spoken to anyone. ************ that I paid for Could not even tow my car back home. I any a premium road coverage car holder. I ask that AAA correct the mistake and fix the car.

  Business response

  07/10/2024

  This issue was reviewed by our Retail Sales Leader and previously discussed with ******************. As previously discussed, no errors were found. If there are any further questions, please contact the Retail Sales Leader with whom you spoke. As recommended, you might consider putting in a claim with MDOT regarding damage to your vehicle from hitting the pothole. Best regards, AAA-The Auto Club Group 

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  (Insurer Bad Faith) ***** it is the insurer's duty to defend the insured and the insurer wrongfully refuses to do so, the insurer is guilty of breach of contract and is liable for all consequential damages resulting from the breach. An insured where it is proven that the insurer was guilty of negligence or bad faith in failing to defend the action or settle the matter within the policy. The agent made an Error in- omission by adding the wrong supplemental coverage causing my claim to be denied. 
  
  Regards,
  
  *************************

  Business response

  07/17/2024

  Hello,

  Please refer branch management and or Retail Sales Leader at the office you visited. Our investigation found no errors. 

  AAA-The Auto Club Group

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I have been with AAA for some years now. I have never filed a claim for anything.  There is an mistake of written omission and a simple misunderstanding on the contract. This needs to be corrected now. I have made many many attempts to contact someone, know one has reached out or has yet returned my calls. I asked that the issue be resolved and fixed.  I have continued to pay my insurance faithfully and never late. Accountability is all I asked. I have a vehicle that is just sitting and needs to be back on the road. So I ask that AAA insurance company resolve this issue. As a continuing fairhful client this should be the respectful requirement to do.
  Regards,
  
  *************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 6,2024, AAA took $997.00 from my back account for my home owner insurance after I paid $997.00 on April 3rd or 4th for my home owner insurance using my Discover card. AAA sent my account into a tail spin, ******** my account, cause excess fees. My AAA agent reimbursed the fees and AAA agreed to reimburse me by the 12th; however, when they did, they exclude $45, and reimburse me $952. When I inquired about the $45, my agent had me call customer service who placed blame on my agent. My agent then contacted his manager who advised him she would not authorize my reimbursement because she could not justify it. I've tried several times in the last 2 months to retrieve my $45 and I'm having a hard time. I just requested to speak to the manager, still waiting on her to call. I would like my $45 refund from AAA. I have bank statements and copy of my Discover statement for accuracy. Thank you.

  Business response

  06/12/2024

  Hello,

  Per management on 4.5.24 the customer requested to be removed from *** which resulted in removal of the *** discount for the 4/7/24 term. The customer changed the bill plan at the same time the *** was drafting which resulted in the additional premium of $44.56.

  A call was made to processing we were told since we did draw *** for that term, we could override the discount to allow a refund of $44.56 to be issued. In the future they would not qualify for the *** discount going forward unless the change bill plans at some time in the future.

  The discount has been applied and a refund issued.

  AAA

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I am however not pleased with AAA for not taking responsibility, instead placing blame on me, the customer.  I did not cancel my EFT for my homeowner insurance,  I changed the method of payment.  I accept the reimbursement and will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 10th, 2024, I canceled my auto policy with AAA, (*****, ** office). I have proof of this, on May 28th they took the money out of my checking account for a renewal policy even though i had cancelled the policy. I've been to the office and spoken to *********************, agent, who cancelled the policy and her supervisor, *******************************. Here it is the 31st of May and I still don't have my money back into my checking account and no one is telling me what is going on.

  Business response

  06/05/2024

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

  Thank you.

  Business response

  06/17/2024

  Hello,

  Our department has reached out to the customer, and she has been reimbursed. She is satisfied at this point. 

  AAA

  Customer response

  06/18/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *******************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This letter details my last experience with AAA ************ on June 4th and morning of the 5th, 2024. It took 8 hours of me and my wife calling and waiting in the van in a parking lot to get a tow truck on site. My wife and I called from our two phones a dozen times and received many texts messages, some telling us to start a new appointment to. We were continually being told assistance was on the way. I cannot fully explain how disappointed I am with AAA membership road service. The long towing distance and Gemini towing company appear to be the problem, as well as AAA not coordinating the dozen or so different people I spoke to at their offices, many in *******, who had to ask what state I was in every time I spoke with a new person. The tow truck driver explained that he was only paid for the tow and not for any mileage or distance. It is clear to me there is no advantage for a towing company or driver to accept a longer towing distance, which mine was. This does not sound like a good policy for AAA, and it certainly didn't work out for me, I pay for a membership that provides for me to be towed a longer distance. This explains why drivers would say they're coming but never do. The first company AAA contracted to tow my van was called Gemini towing, they never arrived. I looked them up they do not have a brick-and-mortar building, there are no ****** reviews, they cannot be found using a ****** search on the internet. There are comments online regarding the owner *************************** and his businesses that fail. ********************* at local Detroit Fox 2 news did a report on *************************** and his failed businesses. Gemini towing should never be used. I called AAA I told them I have been a member of AAA road service for 44 years, since 1980. They said AAA going to credit me $50 for these 8 hours of unnecessary inconvenience. I asked and was told that after 3 hours I could have called a towing company and AAA will pay me back.

  Business response

  06/06/2024

  We spoke with **************** on June 6th, 2024 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a package for insurance and filled it out. I wanted life insurance for my husband but after checking the paperwork again, I realized it was for Accident Insurance NOT Life Insurance.I immediately cancelled the policy before the billing cycle date.My husbands account at ***** ********** was showing deductions of $15 from 05/01/24 but I just noticed these deductions today 06/03/24!I wanted them to refund us all the money they took since that date 05/01 because I made SURE that I cancelled the policy the day AFTER I submitted the form to their office.I have been transferred to 3 different representatives just to request a cancellation and Im not sure they will refund his money, although I had previously requested a cancellation

  Business response

  06/04/2024

  HELLO

  WE ARE NOT SHOWING A POLICY. PLEASE CALL NUMBER ON DOCUMENT AND ASK FOR MANAGEMENT FOR FURTHER ASSISTANCE.

  AAA

  Customer response

  06/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********

  I spoke with a AAA representative who identified the account and she asked me to submit via email in writing to cancel the policy, which I have done.

  Regards,

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by AAA that they would cover my motorcycle being towed within 40 miles. My motorcycle began making a weird noise so i pulled over due to concern for saftey and called AAA to tow it back home.I was initially advised by the representative that someone would be on there way in 15 minutes. This was around 2:30 pm on Saturday. After several calls and appologies i was standed until mindnight.Around 7:30 the next morning i received a call from the towing company. They stated they were just leaving to come pick me up. The driver said the bike was possibly heavy and he may need help.I advised i was leaving and would be there if needed. The driver called while i was in the oppopsite interstate lane advising he sees the motorcycle. I advised him i did as well and was taking the tuen around to assist him if needed.Upon taking the turn arround, the driver had tried to load bike alone and dropped it off truck. My motorcycle was scrathed, dented and leaking fluid. I later had it towed to the dealership and they advised that the engie is blown because of all that had happened.

  Business response

  05/31/2024

  We have attempted to resolve the damage complaint with ************ who has refused our offer. We have closed the complaint on our end and ask for BBB to do the same. 

  Customer response

  05/31/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  AAA poor regards to customer service has cost me my primary vehicle. I demand full restoration for my motorcycle or I will not rest until I have given notice to every media, veteran orginization and social media platforms available to educate customers on how AAA does it'd customers.
  
  Regards,
  
  ***************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 2/16/24 Someone covered by AAA insurance hit my car causing damages. My car was taken to ********************* **** where they repaired the dent to my door but they could not replace the running board because it was on backorder and they were not able to order a replacement. I called and talked to the insurance agent for the case and asked to be reimbursed for the value of the running board and the Agent told me she would have their examiner get an estimate for the damages but they never contacted me. I have text messages from the Agent acknowledging that they have not completed the repairs. I left the agent a voicemail a 3 weeks ago that she did not respond to.the claim number for the accident is *********

  Business response

  05/16/2024

  Please forward this complaint to AAA Michigan for resolution. 

  Business response

  05/20/2024

  Hello,

  Per claims, the examiner, *************************** responded today and has texted, ******************** and paid the claim for the value of the running board owed to him in the amount of ******. Appears we may have been waiting for the pricing of the part to conclude settlement. 

  AAA

  Customer response

  05/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  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. ↩