ComplaintsforAAA New Mexico, LLC

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  02/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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!

• Initial Complaint

  02/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Apparently there is a central system that most insurance companies report to so that you can show that you have been a good customer over the years that you have been with them. I was told AAA does not report to this central system so I had to get a letter from them. And then when I did they said I had only been with them for 6 months—- but it’s because I went from aaa ** to aaa nm so they considered that some type of gap or change in my insurance coverage: so I ended up with a higher rate in home insurance. later I tried to add on a new vehicle. It was a larger vehicle that I got used for family trips and there were still some stickers on it I had to get it removed but the lady at aaa said that was fine. Then it went to underwriting and they told me they would not insurance it because of the stickers: I was frustrated so i insured it elsewhere . A couple months I get a letter saying they cancelled my insurance. I called and asked why—apparently my bank determined that this was fraud because they tried to charge me over 700 at one time. That was for the car they never covered! I’m frustrated but the service agent tells me she will make sure this gets fixed. I say OK and ask what I need to do to pay off the rest of the 6 month period for my car only because I don’t want them trying to charge me for something they explicitly would not cover. I paid it and I get another notice that I still owe over 500. When I talk to someone else she tries telling me that I never paid for anything before January and all this stuff was past due. At this point I’m so frustrated I just say cancel everything, I’m not paying for anything else because you cannot even tell what is what in my account anymore and want me to pay for the vehicle you explicitly told me you would not cover. I already got other insurance and proved that to them and they are still trying to charge me. This isn’t all the details but I can’t fit more

  Business response

  04/08/2024

  Please see the attached business response.

  March 12, 2024

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

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

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

   

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

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

  Dear Ms. ***********:

  Your February 13, 2024, inquiry to the Better Business Bureau has been forwarded to me for investigation and response. Before I begin, I would like to thank you for your letter.

  Your letter indicates displeasure with recent experiences you endured with our New Mexico market, including a service issue when you purchased a used car that had commercial stickers on it. You state there are other issues you do not have space to cover.

  We have made several attempts to reach you, both via phone and email, to better understand and review your circumstances. As you indicated, you attempted to add a Nissan van that had commercial advertisements posted. ***** ********, a Member Specialist in an Albuquerque branch, helped you amend your policy, and advised our Underwriting department would need to review the images for acceptability. Ms. ******** confirmed the commercial stickers do not meet our acceptability standards. She called you to review this, and to offer alternative coverage accommodations, but you disconnected the call.

  Since receiving your letter, ****** ****, a Branch Business Manager, has made numerous attempts to reach you. I urge you to contact Mr. **** at *********************** or at ***** ********. You may also reached *** *******, a Business Development Manager, at [email protected] or via phone at ***** ********.

  Sincerely,

  ***** ******

  Vice President and General Manager, AAA New Mexico

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/9/23 I was emailed policy to sign for my Dad *** **** by ******* ******. I paid $145.50 that day. Dad died August 10th. 8/15/23 I reported death and requested refund. 8-16-23 I received email Document expired with no signature. 8/18/23, I emailed Death certificate and requested refund. Response from AAA was a refund would be issued. Called office on 9/1, 9/7, 9/19' finally spoke with ******* when I called on 9/20/23. They never returned my call. I left VM for his manager ********* and *** on 9/7/23, never a call back. On 9-20-23. I advised my debit card had changed and was told i would be mailed a check. On 10/13/24. I emailed ******* advising I had not recieved the refund. I called on 11/3/2033and 12/20/23 advising I had not received the check. I was told 3 times it had been initiated' but not cashed so he would request a resend. I asked him to have his manager assist' as we reviewed my address over 3 times. I receive mail in a locked area. I have no problem receiving mail. My call was ignored on 12/20/24. I called today 1/12/24. He is busy. They will leave him a message. No assistance as to Who to launch a complaint with in AAA other then the manageres ********* and ***, whom I left messages for twice. I was advised to go to the office in Las Cruces..I live in Albuquetque. I am a senior citizen on disability. 9 email requests and and 9 calls later I stiil have no refund.

  Business response

  02/06/2024

  The agent who assisted your father, originally cancelled the policy effective September 7, 2023. A refund check for $50.50 was issued on September 11, but was recalled and reissued again on September 22, 2023. To date, check ******** has not yet been deposited. *** ******* reached out to you upon receipt of your letter. Mr. ******* realized the effective date of the cancellation needed to be backdated and has worked with our internal departments to correct the cancellation back to August 11th. Mr. ******* will then work with our accounting department to ensure you receive your full refund. You can reach Mr. ******* at ***** *********

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called AAA for a battery reolacement on 7/22/23 and was quoted a price of $ 187.99. After 4 hours, job was finally done, and the technician gave me a bill for $285.50. Invoice states installation is included, however the technician added $97.51 for installation. After arguing with the technician, I realized that it was not his fault and paid the $285.50. I made repeated cals to AAA without resolution. I scanned and sent a copy of the invoice to:'***************************'. Again, no response.

  Business response

  10/05/2023

  We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. We found that you were properly quoted at the time of placing your service request by our automated chat service. The text messages reflect a quoted battery price of $187.99 advising that the price does not include sales tax, EPA taxes and possible labor charges. According to the manufacturer of your vehicle, they indicated your vehicle requires a non-standard battery installation due to the accessibility of the battery and work required to replace it. The service technician abided by these regulations and informed you of accurate charges. With these findings, the Auto Club is unable to reimburse you for the additional installation costs. If you have any questions, please contact Ms. ********* ******** ** ***** **********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ***** ******. My wife and I have been AAA members for 47 years. Recently I contacted AAA to get a price to replace the battery in my 2008 Nissan Altima. Instead, the operator sent out a tech to jump start my car. I told the tech that’s not what I called AAA for. The tech said he would make sure I was not charged foe a service call. I am sending this email to ask was I charged with a service call? This incident happened on July 7, 2023. I still have the text message from AAA advising me that the tech was on his way. After I informed the tech I didn’t call for a jump, he provided me with the price to replace the battery, which was $208+ for a 3 year battery. Unfortunately, I was hospitalized shortly after this incident so this is the first time, I had to contact AAA to make sure our account was not charged for the misdirected Call your telephone agent sent out. Our AAA membership number is: *** *** **********. I look forward to hearing back from AAA on this matter. ***** ****** **** ***** ***** **** ** *** ******* ** *****

  Business response

  07/28/2023

  Response offers apology.  We confirmed teh call was dispatched in error and removed the call from his membership records. We took steps to prevent a recurrence.

  Customer response

  07/31/2023

  [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

  06/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our car was in an accident on May 19, 2023. The same day, we brought the car to an auto shop where they told us it would be about a week until they knew what was wrong with the car. About two weeks later, after not getting any calls or updates, we called the shop for an update, for them to tell us the car had been totaled, and they had informed our insurance (AAA) already. We reached out to see what the next steps were and we were continually ignored by not only our adjuster, but her supervisor as well. We were told on June 9th that the adjuster had forgotten to assign someone to look at our car to determine a value, and that we would be called on Monday, June 12 with the value. We didn't hear anything until June 13th, and were told we needed to mail in the title; we did so, and made sure it would arrive in their offices by June 16th. We expected to have the money for our vehicle no later than today, June 20th, but didn't even receive a call that they had received our title. It seems as though they are keeping the money from us. They paid for a rental car up until the claim was "settled," but without the money to buy a new car, we had to pay out of pocket for another week of the rental car, and with the way its looking right now, we will have to pay for yet another week. We are new parents who are working tirelessly to make sure our son has safe transportation, and in order to ensure that, we need two cars.

  Business response

  07/05/2023

  The total loss claim was settled with the property owner Mr. ***** **** on June 22, 2023. On June 26th, ****** ****** made contact with Mr. **** and she confirmed that he received the settlement check. Mr. **** did not have any additional questions.
  
  Check number: ******** Payable to:
  ***** **** Net Amount: $13,698.12 Issue Date: 6/23/2023
  
  If you have any questions, please contact Claims Manager, ****** ****** at ***** *********

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 31, 2023 I received a letter from AAA New Mexico. It says, "Congratulations! Yours continued AAA membership has qualified you for a FREE upgrade to our highest level of membership -- AAA Premier. ... Simply send us the Activation Form ... or upgrade online and we'll send you a new AAA Premier membership card..." I upgraded online and was charge $10.83. The "FREE upgrade" is not free. I called 4 times to the local New Mexico Office, I went personally to the Santa Fe AAA Office who said they would look into it and call me back. No call back. I called the National Coporate Headdquarters of AAA and they were closed during normal business hours. This is a scam. I want to get my FREE upgrade to AAA Priemier and that I get refunded $10.83 that was charged when I upgraded online. I also request that my AAA membership upgrade to Premier be given to me free for the remainder of membership -- for all the trouble this has caused me.

  Business response

  05/08/2023

  The letter indicated you could upgrade by sending the Activation form enclosed or online.  The letter did not indicate there was an “offer code” that had to be added when completing this online.  Therefore, the system was not aware you had been offered the promotion and you were charged $10.83. ***** ***** reached out to our membership department to issue the credit of $10.83 back to your credit card. This transaction was processed on 4-21-2023. *** ***** has also addressed your concern with the staff in the Santa Fe office regarding the lack of follow-up. If you have any questions, please contact Branch Business Manager, ***** *****.  Her direct phone number is ************.

  Customer response

  05/08/2023

  [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,
  ***** *****

*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. ↩