Complaints

This profile includes complaints for AAA Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AAA Home Services

  827 W Terra Ln O Fallon, MO 63366-2367

  
• 

  AAA Home Services

  7428 Mexico Rd Saint Peters, MO 63376-1300

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019 my mom spent almost $5,000 on a new furnace from them, and purchased a warranty. Now she has a gas leak from a part that needs fixing, and they are saying they will not honor the warranty she paid for because they no longer service the area. I understand them not servicing new customers but I feel like its bad business to not honor the needs of their current customers. They did not even offer a refund on the money she spent on the warranty. She is currently in the house with no heat, and she is having a hard time having someone to come fix the issue.

  

  Business Response

  Date: 03/14/2025

  I will investigate the matter with our management team and respond back early next week. Thank you for bringing it to our attention. 

   

  ***

  

  Business Response

  Date: 03/14/2025

  We do not have record of an installation taking place at this address on file. 

  WE do not have a phone number on record that was provided in this complaint. 

  Please provide the address on where this installation took place in 2019 as well as a valid phone number for this installation.

  Please provide an accurate model and serial number of the unit in question as well. 

  Thanks -

  AAA Home Services

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late March of 2024 we contacted ****** Brother's for a refrigerator ice machine repair. The refrigerator was still under warranty. *** was contacted to facilitate the repair. The repair man came out, and stated he was missing a small piece that would need to be ordered. Every time we call to get the status of the missing part, we just get told the part isn't in yet and we get hung up on. ****** Brother's and their parent warranty company have also tried to reach out to *** and cannot get any information either. It has been 10 months since we've had a working ice maker and we just want it fixed like we were told.

  

  Business Response

  Date: 02/07/2025

  We are in the process of reviewing that warranty call and the status of that part. I will have an update in 72 hours.

   

  Thank you - AAA Home Services

  

  Business Response

  Date: 02/10/2025

  Following up on this service call, we received all of the parts except for one from the parts supplier....it was originally supposed to be delivered on 4/9 then it was moved to 5/31 with no *** and it was finally delivered in December 2024. Your 3rd party warranty company closed the claim in Sept. 2024 due to the age and availability of these parts for that unit. I would suggest contacting your 3rd party warranty company for this situation. We do not dictate their rules regarding their warranty. If you would like the unit fixed with anon-warranty cash service call, please contact us at ************ and schedule that appointment. 

  Thank you - AAA Home Services

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 7, 2024, *** from AAA Home Services came to our house to look at our toilet, which had been leaking. The charge for this visit was $97.85. He indicated that we needed a new toilet and that the cost for AAA to provide a new toilet the same size as the one that was leaking would be $925. On November 11, ****** and **** brought a new toilet and installed it. After they left we noticed that the length of the new toilet was 3" shorter than the one that was replaced. We thought that we could make do with this, but after a short time, we realized that the smaller toilet was not comfortable for us. My wife and i are both senior citizens with disabilities. When I called AAA Home Services they indicated that all they could do was repeat the process for another $1000+ price, and that the correct size toilet would be installed. We believe that AAA Home Services should install the correct size toilet promised, without the additional charges.

  

  Business Response

  Date: 12/10/2024

  We will investigate internally and report back very soon on what we can do to solve this problem for you. Thank you.

  ***

  

  Business Response

  Date: 12/11/2024

  We reached out to **** ****** this morning and left a message. on their home phone line

  We wanted to schedule a free in home visit with our master plumber to resolve the issue.

  Please call *** at ************ to confirm - thanks. 

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Residence has a defective refrigerator which has failed cooling, will not freeze, ice maker will not work. We have a contract opened with AAA on 2/20/23 The Silver Plan. The company can't fix the issue it's been almost 10 months of in/out service calls to include additional service calls. Customer had lost groceries going bad due to the constant issues reported. Customer doesn't understand why our maintenance issues aren't resolved and feels the *** should now replace the refrigerator immediately. **************** when extremely rude and refuses to provide her name to further report her to management.

  

  Business Response

  Date: 09/17/2024

  The manufacturer ** gives a 90 day warranty and we back that warranty from the time of service. 

  The 1st invoice the company provided is out our company.....

  We do not sell ** appliances. We do some warranty work for ** and follow their rules for service. 

  On 9/12/2024 - service tech from AAA serviced unit and replaced the filter dryer and step valve and unit checked out OK.

  If they want a replacement, they need to contact ** directly,

  ***

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a AAA Home services service club member. Originally called them on June 7, 2024 to cancel my membership. I was instructed to send e-mail to *************** to complete my request with reason. Followed up with the requested e-mail that day at 11:43am. Today is June 18th, 2024 and I have been billed another monthly fee for the service club. Called again at 11:30am, and person not available to assist. I resent original e-mail at that time. I called back at 1:45pm, and got confirmation that e-mail was received, and inquired about still getting billed. The lady was very rude and stated she was busy. Requested a refunded and to stop billing me for the monthly fee. By the way I was addressed on the phone, and e-mail ignored-I am assuming neither will occur.

  

  Business Response

  Date: 07/18/2024

  We refunded the $19.99 on June 18 via credit card refund. 

  The membership has been cancelled as well.

  Dan 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA Appliance came to service our refrigerator on April 18th. The repairman did not even look at the back of the unit and said it was the compressor. I asked how he knew and he said it was ** and there are lawsuits against ** regarding the compressors. He then pulled off the back and showed me. He asked if I had the receipt and then took a picture and said it would be $95. I asked what else we owed for them to come back and repair and he said nothing since it's covered under warranty. He said the part takes 4-5 days and then they would be back to repair. After a week I called to get an update and was told someone would have to call back. Never got a call and finally spoke to the warranty person days later who admitted that they did not get the model number when they came out. The part had not even been ordered at this point. The manager then called me a couple of days later and said we would need to pay over $700 for the repair. I told him what the repair *** said and the manager said he would not have told me that and there was nothing he could do.

  

  Business Response

  Date: 05/07/2024

  *******

  Unfortunately, with the age of your unit (2016), only the compressor was covered under the ** warranty. The filter dryer and condenser as well as the labor to install these parts was not covered by the ** warranty guidelines. 

  Initially, we did have the wrong model # and serial # but we were able to correct it after a few days. 

  In order to resolve your complaint, I will refund your $95 service call fee. 

  Thank you.

  ***

  Customer Answer

  Date: 05/14/2024

  I never received the $95 refund from AAA Home Services like they promised in their message on 5/7/24. This message was sent on 5/7/24 so I should have a credit by now. 

  

  Business Response

  Date: 06/17/2024

  I will contact our accountant and find out what happened. If they failed to send it, I will have it sent by Wed. June 19, 2024.

  Thank you -

  

  Business Response

  Date: 06/17/2024

  We will be sending another check tomorrow in the amount of $95. It will be coming from A - All Appliance Inc  - thank you. 

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/23, AAA came to diagnose my ** fridge error code. It needed a FREEZER fan motor. They incorrectly wrote down on attached invoice REF Motor causing an initial delay. I paid for the $89 service call/diagnostic, and gave $100 in cash to be applied to the total. The part never came. I called weekly and was told "Waiting on a Parts drop" Maybe this Thursday, or next Wednesday, but never. Finally, on November 27, 2023, a local repair company got the part and installed. When AAA finally called with the arrivial of the part, I spoke with a female (whose name i cannot recall in February 2024) and jotted down the information to email (attached) for this entire process, since I had it repaired. I belileved this to be an amicable offer since they did not one time attempt to call me in nearly 2.5 months of having a major applicance not working.As requested, I sent the email on December 15, 2023. I got a call from AAA on 02.07.24 denying this offer from December, 2023, because I could not recall the name of the person with whom I sopke. The person, who stated she was the owner, didn't even look closely enough to recognize the overpayment. The entire experience with this company has been disappointing, and the lack of any sort of customer service is beyond explanation. I certainly expect that I will receive the same response others get about a service call charge. What I expect is that this company honors its original offer to refund the $89 and $11 overpayment and do the right thing.

  

  Business Response

  Date: 02/13/2024

  We have mailed a check for $11 for a refund to ****.  Our $89 service call fee will not be refunded because we did go out and diagnose the unit that we were called upon for the original request. Check for $11 should be arriving one day this week. 

• Initial Complaint

  Date:01/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company come out. I was charged $89 for a bid on a hot water heater. I was also charged a $150 fee for what I thought was down payment. I cancelled our contract the next day because I found a cheaper option but they will not refund the $150.

  

  Business Response

  Date: 02/14/2024

  After reviewing in more detail, we will refund the $150 to you. A check in that amount will be sent out to you later this week. 

  Sorry for the issue. 

  AAA Home Services

  Customer Answer

  Date: 02/16/2024

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

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company was contacted for a service request for a broken washing machine. I gave them the error code to help them diagnose the problem as a favor. Even though they knew the exact amount of the repair cost prior to the service call, they still came to my home so they could collect the $91.97 service call fee but did not even look at the machine. They admitted to my wife they knew exactly what was wrong prior to the visit. This is an unfair and deceptive business practice. I called the company to request a refund which they denied. I am requesting a full refund.

  

  Business Response

  Date: 12/08/2023

  After you called in to schedule your service call with our appliance tech, you were notified that our diagnostic fee was $89. That is our trip charge to come out and diagnose the machine. 

  We recommended a repair of a new control board and shifter for $550. We always charge a service fee to come out to look at the machines so we can quote you the price of the repairs up front. 

  We schedule 180 service calls a day using this same process. 

  Thanks - 

  ***

  Customer Answer

  Date: 12/08/2023

  Complaint: ********
  
  I am rejecting this response because: They did not need to diagnose anything because they were given the error code in advance. Their technician admitted he knew exactly what the issue was before he came to our home. It was a waste of our time and money and I will continue to push this issue until they offer some kind of resolution. 
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I called them originally my oven needed a heating element . I had already ordered and I let them know that. I was informed that I would be charged the standard fee of $89.00 and I asked if there was a senior discount and I was informed not on the Standard fee. The technician came and he looked at the oven and he asked what happened to the oven and I informed him that the heating coil burnt out. The technician took the door off of the oven, We turned the electricity off, and he came in. The technician took the old coil out of the oven and he installed the new coil into the oven which took him about 5min. He put the door back on the oven, turned the electricity back on, and then he turned the oven on. So, he gave me the bill. The bill reads the standard rate is $89.00 and then next to it club member rate of $44.50 and he wrote installed bake element and at the bottom he wrote total $239.00. I had already had the part and it only took him five minutes to do the job. I would like a billing adjustment.

  

  Business Response

  Date: 11/30/2023

  I will reach out to the manager of the department and get back to you within 24 hours. 

  

  Business Response

  Date: 11/30/2023

  Our service call fee to come out is $89. Our installation rate for that part is $150. The total is $239. Our price to install that part was quoted up front. 

  Let me know if you have any other questions.  

  Thanks - ***

  Customer Answer

  Date: 12/05/2023

  Complaint: 20938289
  
  I am rejecting this response because:

   

  I would not have allowed them to do the repair at that price.  It took them less than 5 minutes to replace the part.  I want my money back especially since they lied about it. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/08/2023

  **** ***

  We charge by  the job and not by the hour....we have a service call fee of $89 and the labor for the repair was $150. 

  I am willing to give you $50 off this repair and I will send you the check next week via the USPS.

  We appreciate you choosing AAA Home Services.

  ***

  Customer Answer

  Date: 12/20/2023

  They sent me a check and I'm ok with it.. I would like to close the complaint.