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Initial Complaint
03/03/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** has harassed and intimidated their clients (me and my wife) threatening investigations on matters that were never signed. They did not do their due diligence before coming at me and then talked down to me as if I don't know what I sign or not. Typical insurance company that trys to get out of paying but they sure won't say anything while you pay them every month.
Business response
03/03/2025
Hello,
Can we get additional information regarding complaint? Is this customer service, ERS, Claims issue? Please indicate and send policy or membership number.
AAA-Auto Club Group
Initial Complaint
02/24/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** membership number is ****************. I do not want to renew my AAA membership. I called twice to cancel, but I was just transfered around, then they hung up on me.
Business response
02/25/2025
We are sorry for any confusion - the membership and your credit card, have both been taken off auto renewal. You should receive an email confirmation about this.
Initial Complaint
02/24/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 2/13/25 at approx 5pm, we had a car running with the keys locked in side. Initial call to AAA, was asked if car was running ( yes) and told we'd get a call back in 5 mins. After close to 40 mins I called AAA back. Was told she had no idea when we'd get help and no one should have told us we'd get a call back in 5 mins. This representative told me they have see IF someone in the area could assist. We did not hear anything back from *** until 12:44 A.M. on 2/14/2025. In the mean time, after we had waited for 5 hours at that point, we called a tow company and they were there within 45 mins and got the car open. We paid them $65 for the job AAA couldn't do. *** then called again at 4:54 AM. Almost 12 hours after initial call to them. 12 hours. This is not the first issue. Last time they left my husband broken down in sub freezing temperatures for over 8 hours. I.we are asking to be refunded the $65 we had to spend.
Business response
02/24/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business response
02/24/2025
We have attempted to reach ************************* on February 24, 2025, via telephone/email but have been unable to reach them to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Customer response
02/24/2025
[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 returned the call only to be told someone tried to call, they sent an email and left me a voice message. I have not received an email. There was no voicemail left. Representative would not put me through to talk with anyone. I have rec'd no email from AAA. If you would leave me a proper number to call and name of person to speak to, that would be helpful

Regards,

***** **********
Business response
02/26/2025
We spoke with Mrs. ******** on February 25, 2025 & left a voicemail today, February 26, 2025, via telephone and we are working with our member to reach a resolution.
Initial Complaint
02/23/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
2/22/2025 into 2/23/2025. AAA made me feel unsafe as they could not provide me with the eta for a tow truck to come get my vehicle on the side of the highway. They would not provide another tow truck driver at my request as the tow company ** towing in ************ could not contact their driver for over 2 hrs. Apparently this drivers phone died and their charger was not working so they had to purchase one. Only after this scary experience of waiting aimlessly with no idea if a driver would be coming or not, did AAA inform me that Js towing requested another driver to be assigned to me as their driver was too far away now. Why didnt that matter before and only after waiting for 4 hours. Was left feeling very unsafe and would like to have AAA not count this tow against our allowed free tows.
Business response
02/26/2025
We have attempted to reach ************************** 02/24/2025, 02/25/2025 and 02/26/2025 via telephone/email but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
02/19/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
claim # ********* 2 checks totaling ******** *********** put a stop pay on my insurance claim check without advising why and my roof needs to be fixed now. i filed a claim in January 2025 and was sent 2 checks but in between the time of receiving the checks and cashing the checks, the insurance claim adjuster, ****** *****, has placed a stop pay on the checks out of spite and did not advise why. From our first time speaking, I am highly offended by her existence because of how I was treated by her, representing ***. ****** ***** was rude and unhelpful to us as a clients. She refused to communicate through email in spite of me advising her I am not at the liberty to talk with her on the phone during business hours. Then when I did speak to her, her tone of voice and attitude was very defensive, unhelpful, rude, and negative. When I asked her about it, she got defensive and since then it seems to be personal a personal attack and a conflict of interest that she is even handling my case. I sent her a spirited email because she spoke to me in a very condensing way multiple times on multiple calls with her. I am shocked that she represents anyone's company. Therefore, I put in writing to her exactly how I felt about her personal treatment of us and the company's treatment of us as a whole. The checks were in the mail at that time. Due to her not being professional AT ALL she must have stop paid the checks. Further proving the experience, I have had with her. Unnecessarily combative and angry. Here we are, experiencing a crisis with our roof and the claims adjuster is playing with people's lives because of inability to be professional. We are looking into a filing lawsuit because there are other violations that have occurred as clients of AAA and we have paid them in full for the previous year.
Business response
02/18/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business response
02/19/2025
Hello,
Per claims the checks were stop because they were not endorsed/signed by all parties. It was not signed on the back of the check. All parties need to sign the back of the check to make valid. Once check is reissued, please make sure all signatures are on check.
AAA-The Auto Club Group

Customer response
02/19/2025
[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 want my case transferred to new claims adjuster that understands and embodies good customer service and to be contacted by email and phone by this new individual.
*******************************
************

Regards,

Dawnunique *********
Business response
02/19/2025
HELLO,
PER YOUR REQUEST, YOU WOULD HAVE TO CONTACT CLAIMS AND SPEAK TO MANAGEMENT REGARDING YOUR CLAIM.
AAA-AUTO CLUB GROUP
Customer response
02/26/2025
[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 dont have time to call again and deal with this. please reissue the checks.

Regards,

Dawnunique *********
Initial Complaint
02/18/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband was broken down on Sunday night 11:15 at night every time I called I am told that their was not a towing company assigned to come and get my husband or our car on Monday at 5 something in the morning he walked home from ********** we were told at 3:00am a tow would be there couldnt get ahold of the driver than 8:00 in the morning they said a tow truck was supposed to pick it up I didnt get a call that a tow truck was going to be there I called at 10 in the morning and was told that no company was assigned to pick up my van and when they arrived at 2:45pm Monday 2/10/24 my vehicle was already towed by another towing company and is sitting in their yard triple A told me at first that I would have to pay than they reimburse me than I spoke to someone else and we have a claim the total time I Waited for triple A was over 14 hours I called the police to find my car they tell me its at another place to call them ok fine called them they stated they picked the car up 8:15 Monday morning I called triple A back gave them what information I could and they said ok we are doing an incident report and we will call you back its now Wednesday and still no word I called triple A they say the same thing youll have to pay wait let me get you someone else oh you have to wait they dont even take reference number that they provided to you I pay a yearly membership honestly we rarely use it anyway I lose my job because the van was never picked up my husband uses the van to make money so nothing that way I have a child that I have to take back and forth to school I shouldnt have to pay if they would have they had just picked up the van when they said they were going to. A-random guy can call and get my car towed from the side of the road faster than triple A showed up
Business response
02/13/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business response
02/18/2025
We have been in communication with Mrs. ********* her vehicle was delivered to her residence and the impound fees paid.
Initial Complaint
02/18/2025
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
** did not provide roadside assistance as was their contractual obligation. I had a dead battery and although the car was running, I was afraid of it possibly stopping and not being able to start. Because AAA left me stranded and unsafe I cancelled my membership, and they refused to refund the 60% or more of my membership fees as I was a member until July 2025. AA stated that I only had 30 days from renewing my membership to cancel. How was I supposed to know they would leave me stranded 6 months after paying for their service. ***'s handling of this is egregious, unlawful, and despicable.
Business response
02/13/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business response
02/18/2025
We apologize for the inconvenience. We have adjusted the refund to reflect $205.00. We will attempt to apply it back to your credit card, or you will receive a check in the mail.
Customer response
02/18/2025
[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,
***** *****
Initial Complaint
02/13/2025
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Aaa showed after 45 minutes. A stranger pushed my car out of busy street. When tow showed he only put 2 chains on it AND SWERVED OFF WITH MY VEHICLE FROM THE WRONG SIDE OF THE ***** I was planning to go with the car. I was forced to go with stranger.
Business response
02/24/2025
Member was contacted and agreed to an Entitlement Credit for this issue.
Customer response
03/01/2025
[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 tow damaged the vehicle. I previously sent an estimate of repair and today 4 photographsbofbthe damage.

Regards,

**** *****
Initial Complaint
02/10/2025
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I canceled my membership with *** due to the bad experiences I had with my last membership next day towing because of no trucks being available when I had an emergency. But I purchased a battery with my last membership that's supposed to have a three year warranty. Today my car loosing power so I renew my membership and call them they tell me I can't use it until the 13th if that's the case I don't need it my car is fairly new I hardly have problems with it. They won't even come out and check the battery without an extra $60 for something that is covered through them.
Business response
02/10/2025
We apologize for any confusion, but there is a 3 day waiting period for the membership to go into effect. You could waive those 3 days by paying a $60 fee. If you wish to cancel your membership, please speak to your insurance agent.
Customer response
02/10/2025
[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 already spoke to an agent and asked them to cancel my membership the minute I found that out. So just please cancel my membership and send me my money back.

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

********* *******
Business response
02/12/2025
********* *******
37819 ****** Dr
*********************************

Membership number RE: ****************

Dear BBB,

Thank you for contacting AAA. On 2/12/25, we spoke to Shantoria, and she advised the issue was resolved. She received excellent service and was pleased.

At this time, we consider this matter to be closed.

Kind regards,
Member Relations
Initial Complaint
02/04/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was traveling in a car with my wife and some extended family on Sat Feb 1st when the minivan we were driving broke down. The transmission started making erratic sounds and motions, forcing us to pull over. We were in rural ************* without any cell phone reception, and so the driver of the car (my sister-in-law) texted e911 via the satellite communication feature on her iPhone. She gave the e911 operator my *** membership credentials, who then apparently dispatched a tow truck. More than 2 hours went by, after which point the e911 operator said only police could be dispatched (no tow truck available). My sister-in-law ended up getting lucky; a passer-by knew a shop and tow truck owner, who was notified and then came to tow the car. However, the car is still broken down at that nearby shop who is not able to fix the problem. Most importantly, I am paying for a service that promises reliability and they were not able to deliver. I would like someone to contact me to remedy the issue. Thanks.
Business response
02/04/2025
Please forward to ********* Group at **************** for review/response. ****************************************************
Business response
02/19/2025
We are in contact with Mr. ******* via telephone/email and we are working with our member to finalize a resolution.
Customer response
02/24/2025
[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,
****** *******

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