Complaints

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

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  AAA New Mexico, LLC

  10501 Montgomery Blvd NE Albuquerque, NM 87111-3832

  
• 

  AAA New Mexico, LLC

  3991 E Lohman Ave Ste A Las Cruces, NM 88011-8289

  
• 

  AAA New Mexico, LLC

  9231 Coors Blvd NW Ste 5/6 Albuquerque, NM 87114-4064

  
• 

  AAA New Mexico, LLC

  3517 Zafarano Dr Ste D Santa Fe, NM 87507-2624

  

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:02/20/2025

  Type:Delivery 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 contacted AAA to purchase a Roadside Assistance Plan for myself and to purchase a Plan for my Daughter as a Christmas Gift. I paid for both Plans. As of this Complaint, my Daughter reported She has not received Her AAA Cards.

  Business Response

  Date: 02/24/2025

  Our records reflect the memberships were purchased online. Cards were mailed out on 9-22-2024. If you have any further questions, please contact Membership Services at 877-428-2277.

  Business Response

  Date: 02/26/2025

  Our records reflect the memberships were purchased online. Cards were mailed out on 9-22-2024. If you have any further questions, please contact Membership Services at ************.

  Membership cards are sent via standard U.S. Mail.  If you have any further questions, we encourage you to please contact Membership Services at *************
  

• Initial Complaint

  Date:02/16/2025

  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’ve been very happy with AAA until this disappointing experience. I’ve since realize that other people in my family and friends circle have also experienced this practice from AAA. I tried to cancel when I no longer needed the service after 8 years of membership. I’ve tried email, multiple phone calls, and time spent on hold only to be redirected to voicemail each time. This spanned about one week. I finally got through to a real person in the travel department who said they would leave a message for an employee to return my calls. They have completely ignored any of my communication efforts. There is the option to sign up online, but not to cancel online. It appears that going to the office is the only option, and that is not reasonable. Anything beneficial for the profit of the business can be done with ease (creating membership, adding family members), but when it comes to cancellation or removing members from a plan there is zero communication from AAA. I know the practice of signing up online without the ability to cancel online is now illegal in certain states. Whatever laws may or may not exist in New Mexico, this is certainly poor business ethics and it seems intentional. The office in Santa Fe is only open during working hours and most people would have to take off work to go in person to cancel their membership.

  Business Response

  Date: 03/10/2025

  Response offers apology and confirms the membership was non-renewed as requested. If you have any questions, please contact Trevor M******* at ###-###-#### ********.

  Customer Answer

  Date: 03/11/2025

  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. I received an email within 24 hours of posting the complaint on BBB, telling me they would deactivate my membership. I also received a phone call several days after that, mentioning my complaint and confirming my account deactivation. They also answered any other of my questions at that time.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/11/2025

  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.

  My original quote was a total of $865, $461 for Vehicle 1 and $404 for vehicle 2. I was told that by using the OnBoard program I could receive up to 40% discount for each vehicle based on the score at renewal. The score for vehicle 1 was 93 ($38% discount) and 70 for vehicle 2 (14% discount). Upon renewal the premium for vehicle 1 went up to $528 and vehicle 2 was $402. After several phone calls I was told that vehicle 1 had "low mileage" and didn't qualify for the discount, and the discount was applied for vehicle 2. I was told they would "make an exception" if I re-enrolled in the program for another 6 months. They could not tell me how the discount was determined, "Advised unable to provide her with details it is internal usage". I received another revised renewal on 2.6.25 showing a 40% discount from the increased premium of $528 for vehicle 1 and no discount for vehicle 2. No one at AAA can explain to me how these numbers were arrived at. I believe the premium for Vehicle 1 was increased fraudulently so the discount would not have as much impact, and they only applied it after I called to complain. The premium for vehicle 2 was never discounted.

  Business Response

  Date: 02/27/2025

  For your auto policy, Vehicle 1 (Hyundai), the premium increased from $461 to $528 for the time period in question. There were two factors that
  impacted this premium:
  1)           There was no On Board Discount applied at renewal, because there were not enough miles driven to qualify under the guidelines of the program.
  2)           There was a New Mexico auto rate revision that took effect December 1, 2024. The renewal offer mailed to you dated December 28, 2024 included information on the auto rate revision.
  
  The combination of these two factors resulted in a net increase of $67 in
  premium.
  For your auto policy, Vehicle 2 (Chevrolet), the premium decreased from $404 to $402 for the time period in question. There were two factors that
  impacted this premium:
  1)           For this vehicle, there was an OnBoard Discount applied, because there were enough miles driven to qualify under the guidelines of the program.
  2)           This vehicle was also impacted by the rate revision mentioned above.
  
  The OnBoard Discount and the rate increase resulted in a net decrease of $2 in premium.

  If you have any questions, please contact Insurance Services at 800-924-6141.

  Customer Answer

  Date: 02/28/2025

  [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 is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service 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.

  On Jan. 30th I was involved in an accident. The other driver fled knowing that they were at fault. After making the police report I was told to drive my car home even though it was not street legal and to not drive it until it was after that. Once home I made a claim with AAA. They said I was covered by my policy and they had made a reservation for a rental that I just had to pick up. They did not tell me that I could call Uber or someone to get me to the car rental and they would pay for it. So I got a friend to drive me the 30 miles to the rental car business that AAA had made the reservation at. This Hertz rental was closed at 3:45 pm even though the sign on the door said they closed at 4:30. I called my AAA claim rep. and told her. She called the Hertz and there was no answer or the ability to leave a message. At that point it was 4:30 and my ride was late for an appointment I had no ability to get AAA to make arrangements with any other car rentals before the end of the business day so I had my friend take me back home. My claims agent told me she would try to get a car lined up for today, Sat the 1st. I waited to hear from her until 10 am and nothing. So I called AAA. After 20 minutes of AI menus and bad music I talked to someone and they transferred me to claims. After another 10 minutes waiting they answered and asked me my name. Upon answering I was hung up on. So I thought they would call back if the connection had dropped but no call back. I started the whole process again. Only 25 minutes this time. After being transferred to 3 different people I was told no one who could help me was available. I was asked for a number I could be reached at as soon as someone was available. Still no callback at the time of me writing this. I know this is not directly their fault but they should have contingency plans in place for when their systems fail. Now I am trapped at home with no means to leave under my own power. So why did I have insurance???

  Business Response

  Date: 02/24/2025

  We reviewed your claim and sincerely apologize for the inconvenience caused when the Hertz rental branch unexpectedly closed early on January 31st. We also apologize for the issues you experienced when attempting to speak with claims personnel the following day, and for subsequent communications. Our communication with you on February 3rd, established that you had already rented a U-Haul vehicle and were out of town for an appointment. Please submit the rental agreement and invoice, and we will gladly review them for reimbursement commensurate with the terms of your automobile policy. We also see that you were able to secure a car rental through a reservation arranged with Enterprise Rent-A-Car. Your claim is currently being handled by Claims Adjuster **** **** and she will communicate with you throughout the conclusion of your claim. Claims Manager ****** ******** spoke with you on February 7th, addressed your concerns, and assured you that we shared your experience with the Hertz account representatives for AAA. If you have any questions, please contact Ms. ******** at (314) 523-6660.

  Customer Answer

  Date: 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 is satisfactory to me.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:10/25/2024

  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.

  On ore around 3months ago I received a bill stating my coverage will be canceled. I was told mr payments went from 40 dollars to 100 for plpd and liability. I informed them I couldn't pay extra i was informed when I could pay the 140 to call back .my insurance would be reinstated. I called back and payed 170 just to find out that was not true I would have to pay 600 dollars to reinstate my account .I can't afford this on a budget I ether pay monthly ony for uninsured motorists. I have been with this insurance for over 15 years to be treated like I'm no body no I don't have insurance this is wrong

  Business Response

  Date: 11/11/2024

  Our records indicate on 6-12-2024, you spoke with our representative and inquired about the increase in your monthly payment. Our representative advised due to a delay in paying your renewal your payments would be over four payments versus the normal five payments during the policy period. In addition, you requested your payment for June to be removed to give you more time. This was reason for increase in the monthly payments. In addition, you spoke with us on August 23, 2024, regarding a payment due. At the time you advised you could not make the payment of $137.00, and more time was needed. We advised we could not change the due date, and the policy was set to cancel on August 26th if payment were not made. On August 26th, a letter was mailed to your address listed on your policy. The letter stated the policy was canceled due to nonpayment and $170 was still owed for April 21-August 25, 2024. On 9-26-2024, you were mailed an additional notification of cancelation over 30 days and bill collection notice for the outstanding balance. On 10-18-2024 you spoke with our representative, who advised of the $170 balance and that to have insurance you would have to write a new policy. Our sales agent did quote a policy for $392.00 and with the cancellation of the previous policy due to non-payment, the policy was required to be paid in full. Unfortunately, your policy could not be reinstated, due to the policy being cancelled over 30 days. At the time you called back to resolve your billing issue, you would have to rewrite a new policy and pay the previous balance from your previous policy. John Hudak called and spoke with you on 11-04-2024, reviewed your concerns and went over the processes of the cancelation. If you have any questions you can reach J*** ***** ** ***** *** ****.

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service 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.

  The Las Cruces office is good at signing you up and taking your money. After that, it is almost impossible to solve problems they cause since it is often impossible to reach a human. I was with AAA for two years and any issue that came up had to be solved by making contact with the Statewide office in Albuquerque. When AAA Las Cruces forgot to show I was insured through the Statewide data base, I was going to lose my registration unless AAA took care of the problem. I called my agent several times over the period of a week. No return call. I called their supervisor, no return call, I called Albuquerque and got a semblance of a response. I went into the Las Cruces office to find out my agent was no longer working there (they didn’t change his voicemail message to reflect that he was gone), the supervisor was out of town on a training (they hadn’t changed that voicemail message to reflect an outage), The agent at the front desk told me I needed to resolve the issue myself by responding to the State. FALSE! I showed the letter from the state saying AAA had to respond. I finally got a response from the Statewide office. This year when they raised my rates, I sent an email questioning why. No response from my agent/their supervisor. When I called in a week later the agent said I’d hear back soon. 2 weeks later, I called the agent, his supervisor and the supervisor’s supervisor. No response until I called the statewide office and complained. By then I had found other insurance. When I called in to cancel my insurance, the local office didn’t have the courtesy to respond. I got canceled through the statewide office. The Las Cruces office does not function as a place to get anything done, unless you just want to give them your money. Unfortunately it is now more difficult to get through to someone at the State office since they have so many robots and AI answering the phones. My latest attempt to call the State office took over an hour.

  Business Response

  Date: 10/23/2024

  Our records indicate you visited our Las Cruces location on March 7, 2024, with concerns about a letter you received that the vehicle identification number (VIN) for your vehicles was incorrect. Our representative reviewed the VIN numbers on your policy, and they were correct. We also verified what was listed with the OMV and they matched the policy as well. While leaving the office you advised you would contact our corporate office to have your concerns addressed. On the same day you contacted our Policy Management Group via phone, who also confirmed our policy was correct. We then correctly coordinated with the New Mexico MVD to help resolve this. You once again provided us with an opportunity to assist you when you wished to review the renewal premium for the auto insurance policy which was mailed on September 5, 2024, with an effective date of October 15, 2024. After experiencing multiple failures for us to respond, you again called our Policy Management Group and requested a supervisor contact you. Manager Donna L**** reached out and reviewed your policy and listened to your concerns. You later spoke with Andres H********, the Branch Business Manager for Las Cruces, on October 4, 2024, where you advised him of your displeasure with the non-response from the office and requested a letter of experience. Ms. L**** emailed you that document on October 7, before cancelling your policy, at your request, effective October 15, 2024, as requested. In addition, she also processed the cancelation of home policy. She also confirmed these actions via an email confirmation, as requested, on October 8, 2024. John H**** Business Development Manager called and left a message to review your concerns on October 22,2024. You can reach Mr. H**** at ###-###-####.

  Customer Answer

  Date: 10/24/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  My complaint is, and was, about their lack of response in EVERY ONE of the situations H***** responds to  I still have never spoken to John H*****, in spite of leaving numerous messages and responding to his call from earlier this week.

  In every situation he mentions, I had to spend hours calling, leaving messages and no one returns calls.  I had to go into the office numerous times to get someone to follow up on each and every issue I had with them.  When they raised my rates without a reason, I sent an email asking for clarification as to why.  After two weeks I got no response until after I had gotten quotes with another insurance company.  When I finally reached my agent in the Cruces office he wanted to waste my time giving excuses… ‘I never received your email,’ ‘I was out of the office for a week,’ in spite of his voicemail saying he would return the call at the end of the day.

  The problems in Cruces are numerous and critical.  THEY JUST DON’T SEEM TO CARE!

  
  Regards,
  
  ****** * *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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.

  July 2023 - My husband reached out for home/auto quotes and we connected with ***** *******. We notified ***** we did not live in NM and did not plan to move to NM until October. ***** provided false information regarding our coverage which resulted in us being at risk for losing our registration in the state we were living in. When we reconnected with ***** in September2023, he offered an apology, no resolution and the incorrect contact information for his supervisor. We spent months reaching out via phone only to be told while visiting their ABQ office in Fed 2024 that we were given the wrong contact information. When we finally connected with *****, his supervisor, she had reported not being notified of our issue and I had to repeatedly remind her via both phone and email what support we were looking for. She requested a Letter of Experience to prove we had kept our MA insurance, which I provided. In turn, we received minimal response via email, and a multitude of vague voicemails about a “solution”, but were told repeatedly via phone that *****, *** *******, nor the underwriters could justify reimbursement for their agent’s mistake because they had neglected to notate each time my husband or I had reached out to receive help for our concern. So by their definition, the law regarding the insurance and registration of a vehicle does not matter because we did not call enough to have our concern resolved and in turn, we are not justified in asking for financial compensation for *****’s mistake. We would appreciate a more appropriate resolution.

  Business Response

  Date: 04/09/2024

  You and your husband purchased home and auto insurance policies both effective August 10, 2023, in anticipation of an expected move from Massachusetts to New Mexico. A Sales Agent in our Santa Fe office, advised you to cancel your Massachusetts insurance as part of your move to New Mexico. Unfortunately, since then, your Massachusetts registration also cancelled. At the time, you had not yet moved the vehicles to New Mexico, and were unable to register the cars locally. You reinstated your Massachusetts policy and have requested we change the effective date of the policy to October, when your cars were officially relocated to New Mexico. You reached out to ***** *****, the agents Manager, who advised you to request your prior carrier backdate their cancellation. Unfortunately, time was lost as calls were missed and you engaged in back-and-forth emails, which was further compounded as Ms. ***** had scheduled time off for both February and March. After reviewing your situation, we better understand your concerns and agree to update your billing. Unfortunately, we are unable to systematically change your effective date, but we would like to work with you to credit your policy the premium equivalent of the dates you carried coverage in both states. We need more time to review this and complete the update, so we thank you for your patience. *** *******,  has made numerous attempts to reach you. We urge you to contact Mr. ******* ** ***** *********

  Customer Answer

  Date: 04/17/2024

  [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 is satisfactory to me should the company follow through with the resolution. I would like the company to provide a reasonable timeline to resolve this complaint. I have reached out multiple times to *** ******* via email and voice mail with no call back and one email from him to follow up that has not provided any clarity.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/01/2024

  Type:Product 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 February 2023, I signed up for AAA motor club - mainly to help with an upcoming interstate move since I had great experiences with them in the past. At the time, I didn't realize everything was state-specific, but it signed me up for AAA New Mexico (where I lived at the time). I do remember checking off the box for auto-renewal because it offered a lower price. In May 2023, I had to call to update to my new address in Colorado because I was getting an error when I tried to log in online. I was told that my membership in New Mexico would be canceled and updated to AAA Colorado. I thought that it happened as I was told because I started getting mail from AAA at my new address. I did notice that I was still getting mail at the old address too from AAA New Mexico, but I didn't think much about it. On Feb 20, 2024, I was charged $92 for renewal from AAA New Mexico. I called both ************ and ************ immediately and was told very nonchalantly that it was because I had checked off the auto renewal box. I explained that it was canceled in May 2023 and changed to AAA Colorado. The representative said that it's fine and he would cancel and refund. It's now March 1, 2024 and I still don't have a refund. I called ************ - the number given on the charge with my bank on Feb 29, and it took me to a very local branch of AAA in the city I used to live in. I waited on hold to speak to someone for about 15 minutes, when the system automatically sent me to a voicemail box. I left a message, but no one has called me back. I am still unable to log in online to do anything with the account. I have the correct user name and password, but it glitches when I log in & takes me back to a "guest" or generic screen. No error message or anything - just redirects. I am done wasting my time with this company. I may have had good dealings with them in the past, but this is insanity, and I'm done.

  Business Response

  Date: 04/12/2024

  Our membership Services management left multiple messages and have not received a reply. The New Mexico membership was cancelled and a refund was issued on 3-05-2024. If the complainant has any questions, we ask that she please contact ***** ******* at ************.
  
  Thank you,
  ****** ********

• Initial Complaint

  Date:02/29/2024

  Type:Sales and Advertising 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.

  Over the last 6 months, I resumed being an auto insurance customer with AAA New Mexico, here in Las Cruces. Prior to this, still being a AAA member, I would occasionally receive mail from AAA offering me life insurance, which I never responded to. Since resuming my membership as an auto insurance customer as well, I have been positively pestered with life insurance notices, seeming to receive one every other week. I have gone to my local AAA office around 4 or 5 times now, asking for the harassment to stop, and apparently this is too much to ask for as it has most definitely not. I am not asking for the moon here- in fact, I think my request is pretty straightforward: I wish to stop receiving these constant letters about life insurance. I do not want life insurance, and I do not think it reflects well on AAA if they are not willing to honor their customers' requests for them to stop hounding them with letters they have repeatedly asked them to stop sending.

  Business Response

  Date: 04/12/2024

  Please see the attached business response.

  March 12, 2024

  *** *****

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

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

  Member #***************

  RE:: Case # ********

  Dear Ms. *****:

  You March 1, 2024, inquiry to the Better Business Bureau has been forwarded to me for investigation and response.

  I would like to take this opportunity to thank you for your fifty-three years of membership, and for taking the time to notify us of your concerns. Your insight and feedback are greatly appreciated.

  Your letter indicates you have received a significant number of mailings for life insurance recently. You have requested we stop immediately.

  Ms. *****, I am sorry to heat we were slow to respond to your request. I see our employees at the Las Cruces branch updated your preferences to limit marketing requests and am working with internal contacts to ensure we comply with your wishes moving forward.

  *** *******, a Business Development Manager in New Mexico, left you a voicemail to review this matter in greater detail. Since then, you spoke briefly but plan to reconnect at a later time. You may contact Mr. ******* at *********************** or via phone at ***** ********. In the meantime, please trust that we are reviewing this diligently and have escalated your request.

  Sincerely,

  ***** ******

  Vice President and General Manager, AAA New Mexico

  cc: *** *******

       Business Development Manager

• Initial Complaint

  Date:02/24/2024

  Type:Customer Service 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.

  My dad has been a AAA member for 50 years or more, and I have been a member off and on for 40. Last week, he needed service. Calling the number, he was redirected to a bot. He was unable to navigate the system and receive service. I called the number and was redirected to the bot. I was unable to navigate the system on my phone. Using a computer I logged into my account and tried to access service unsuccessfully. I ended up calling a towing service for him. The bot said the only way I can cancel my membership is in person in the office. Today I found the office is no longer open on Saturday so I would have to take time off work to cancel my membership. I no longer do business with companies that make it difficult to cancel. I would like to cancel my membership and receive a prorated refund.

  Business Response

  Date: 03/12/2024

  We contacted the complainant and inquired if she wanted to retain the membership.  This offer was declined and the membership was cancelled as requested.

  Customer Answer

  Date: 03/12/2024

  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.
  
  Thank you!