ComplaintsforAAA Club Alliance

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 member numbers but 100 problems I called aaa monday to have my car tower at about 730 am. The lady said i was good to go ****************. The driver arrived and told me i owed about 45 dollars for 8 uncovered miles. I didnt have time to fight so i increased my plan. He then told me it would 7 days and I needed to pay or cancel. I used my grandmother card with her present ****************. They towed my car and gave him the wrong place but he found it and tool it to Aaa on *********** rd. They called to tell me what it was thermostat housing, coolant drain and ac charge. 912 dollars. I said go ahead. I paid for my car over the phone and picked it up moments before close. The check engine light still on. Ac still blowing hot at idle, drove home fine, went to a store fine got iceream and my car overheated in drive through. I took it to autozone and the codes are still the same nothing is fixed but I've been charged to increase a membership i couldn't use, used some else's membership they pay money for and then charged 912 for absolutely nothing. I don't think anything they did was needed as they did not fix anything. I'm extremely unhappy with every aspect of customer service and lack of mechanical work or knowledge.

  

  Business response

  06/20/2024

  Response from our car care manager:

  I spoke with the gentleman that claims he is her lawyer. They did not have to tow the vehicle. They replaced a fan relay. They asked for ½ of the money back and they would retract the complaint. I agreed.
  

   

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolved as long as terms agreeded on are fulfilled with the refund.
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/1/24 Absolutely horrid service after 56 years of loyalty as a member ! My husband 1st Called around 6 pm Tuesday they gave a 2 hour estimate. They never came. He called again , another long wait, they never came. My husband called 10 times or more .The reps were rude,kept putting us on hold then hanging up . We called 2nd last time&they were coming from ********** ******* in next 40 mins they never showed and AAA couldn't get a hold of company/driver. AAA never gave names of truckers or companies .Always different people, out of tristate reps. Called again 1am , said a driver would be there in 20 mins.Never came,called again "it will be 30mins" .called again "could be several hours" called again and they had that driver estimated again around 40 mins. Towerfinally got there around 250 am. We got to *** ******** at 345 am. Got home at 415am. Found out they had dispatched our call to ********!! We were stranded off a dark highway in ******* at a closed gas station. Employees left 10pm. We were still there for 6 more hours in the dark,cold,no food/water,or restroom The guy who helped ,stayed with us all night. He started to get creepy by always insisting to take us home . He wouldn't leave & wanted my daughter to get in his car to get warm with heat. He told us he had been addicted to pills, spent 10 years in prison for selling drugs earlier that night. Finally my husband told him to go home with family( trying not to be mean in case). He left but watched us in next lot with lights on. He had 2 or 3 others with him. Then to make it even more worse ,my daughter and I had to Go to the bathroom in the grass in dark area with truckers and passerbys looking at us. It was a mess , we felt like vagrants. We are all 3 disabled and we're in serious pain from sitting in cramped cold car all night . The pain got worse trying to jump in a huge **** **** truck and the ride. Home was unbearable. We will be cancelling our membership after 56 years!!!

  

  Business response

  05/13/2024

  I have called the member and left a message with a gentleman who answered the phone. I provided my contact name, number and information regarding the service. He said he would have her call me back.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/30/2024 I requested roadside assistance for a tow. After waiting an hour and a half, we finally got a tow truck driver assigned. He calls me about 10 minutes later and says he’ll be delayed because he’s stopping to do a tow for police assistance? Why are they reassigning the driver and not providing a new one? It’s been 2 and a half hours and no driver has arrived or called to say they’re on their way. I pay for a membership, yet the 24/7 assistance that is included is clearly not provided. The car is disabled and is not in safe location, considering it has to be towed due to an attempted theft and damage. We tried calling the office and got the general runaround that we’d have a driver as soon as possible. A complete joke.

  

  Business response

  04/01/2024

  The initial call was received at 5:18 with a 90 minute estimated time of arrival. As our calls are routed based on priority the driver before going Enroute to the members call was pulled to respond to a priority call as the member was listed in a safe location. We communicated this with the member. The call was then resubmitted through the app at 10:56pm and the member was provided another 90 minute ETA. We arrived on location later than expected as we were experiencing a larger than expected call volume. The member was offered an unattended service a few times since the start of the call and did accept at 2:40 am. Due to the experience we will cover the renewal of the membership as a goodwill gesture.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This Complaint is for myself ***** ******, and my sister, ******* *******. We visited the AAA office in Downtown. We booked a trip with AAA for *** ****** on June 9, 2023. We made a deposit of $909.98 which required $454.99 from each of us. We continued making payments through January 2024. During this time, the travel agent gave horrible service. She would not return phone calls, she did not properly document our payments, nor did she send receipts that we could decipher for our payments because the print was so small it required a magnifier to see it. We knew we had an inexperienced agent when she did not extend to us the Service we deserved. She requested I send her a copy of a check I had sent her and this check had been deposited by AAA travel to 5/3rd Bank. She told us our final payment was due on February 25th, which is a Sunday and they are CLOSED. My sister called and told Cacki J**** we were coming down to make our final payment. She was told by Cacki that she was leaving town and would pass our paperwork over to another Agent. We went down to the office on Friday, the 23rd to make our final payments for our trip and found out that the totals for our trip were wrong. Furthermore, they could not take our payment because there were Technical issues with the Travel Resort who accepts the payments. I did hand-deliver my documentation to Cacki. I've made total payments of $1404.99, ******* made total payments of $1554.99. Of course, we have documentation from our Financial Institutions showing exactly what we paid and the dates. We requested our account be transferred to the Kenwood office and things got worse. Downtown did not send the correct amounts that were due. AAA has not resolved this situation and I am so regretful we booked this trip with them in the first place. I think proper training of their Agent would have prevented this horror story. All we want at this point is for AAA Travel to REFUND our money that we paid. Thank you!

  

  Business response

  03/22/2024

  Dear BBB, 

  The client purchased cancel for any reason insurance that gives them a trip credit, and not a refund.  The last we heard from ******* was that they were happy to be working with Kenwood and she no longer wanted management to work with her sister *****, because ******* is the AAA Member and would make all decisions going forward.

  Sincerely, 

  AAA Member Experience 

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  03/28/2024

  I, ***** ******, and my sister are waiting for the AAA Kenwood office to book another trip for us.  They claim they do not give refunds, even though we purchased cancellation insurance and the reason for us cancelling our booking was due to the lack of attention and knowledge on the part of their Agent, Cacki J****. We may as well have booked our own trip because she was not doing her job. Let alone, return phone calls and documenting payments.  

  We are now with the Kenwood AAA office who promised us information on other bookings this week. We were told this while in that office last Friday, March 21st.  Today is Thursday March 28th, and we have not received any information for another booking, nor heard from the Agent.  Furthermore, we were not given any documentation regarding the guidelines for our cancellation insurance, but they surely got our funds for it.  

  Once the Kenwood office keeps their word and provide us with additional excursions available, provide us with what additional funds need to be paid, and include our cancellation insurance, we will consider this Complaint Resolved.

  Thank you

  ***** ******

  

  Business response

  04/09/2024

  the member is speaking with our travel agents to resolve this.

  Customer response

  04/11/2024

  Better Business Bureau:
  We have been assigned a Travel Agent who is seasoned and knows what she is doing. I truly wish we had gone to the Kenwood office to begin with.  We are completely satisfied with our new agent and have planned our trip for Next month. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called for a tow because vehicle broke down in roadway. 4.5 hours later they still did not show up to tow it.

  

  Business response

  02/27/2024

  We spoke with the member on 2/26 and resolved the concern with an apology and a membership credit.

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was hung on up in an emergency roadside call and the lady was rude

  

  Business response

  02/08/2024

  We listened to the call and the member called in requesting service for someone who isn't on the membership. We explained to him that he would have to be present with the vehicle in order to get service. The member then asked if we could just tell the driver he would be there. We explained that no sir we could not and that the call was on a recorded line. The line then disconnects after 5 seconds. We do not provide service under a membership unless the member is riding in or driving the vehicle at the time of disablement. We apologize that the member could not use his membership to help someone that is not a member.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 20, 2023 my elderly mom got notice from AAA saying my membership was expiring and they needed her to call for credit card update. For the past few years she has given me membership as Christmas gift which will take effect Jan 1 She called on December 20 with updated cc info and was immediately billed $116.50 On Christmas I got another membership from brother with another company which was unknown by mother. So I had duplicate gifts. On December 27 my mother called to cancel and get refund and was told that the gift RECIPIENT had to cancel. (never heard of that and neither did credit card people) I have called various AAA phone numbers, and got the same answer. Membership is a non refundable item. I argued to them If they can put on credit card immediately they can credit it that quickly and it is something I can't benefit from after being told by CSR that I should drop the issue and enjoy all the fantastic benefits of AAA. Also told CSRs that $116,50 is a lot of money to pay for nothing. Member Name: ***** ****** Payer Name: ***** ****** Membership No,: *** *** ********* 1 The reason I did not stay with AAA and refund the other membership is because of two incidents both, me and my had this year with AAA. Both incidents promised service for several hours and left two senior women in a dangerous situation.

  

  Business response

  02/08/2024

  The membership was renewed by calling in and providing the credit card number to renew. Once a membership is paid we do not refund only offer to set to cancel effective the expiration date. This available in our Member Benefit Guide on page 15, available on AAA.com

  "Membership Refund Policy for Renewing Memberships and New Memberships after First 3 Months
  of Membership dues payments including renewals, upgrades, and
  added Associate Members will not be refunded once applied to your
  membership; however, your membership will remain in force until
  it expires. Overpayments will be applied to your next membership
  renewal or on a request basis will be 100% refunded. Visit AAA.com/
  Refund for more information."

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  02/09/2024

  I am appealing because the answer stated that after first three months there will be no refund.  I started working on refund on December 27 on mom's behalf. Even now it has not been three months from Dec. 20 2023,   She has not actually  paid the $116.50 membership because it is on her credit card and she is contesting charge through credit card. She has a hold on card during investigation.   I am requesting that she get the $116.50 taken off credit card.  She is elderly and I am taking over some finances so she isn't cheated

  

  Business response

  02/14/2024

  Because this was a Renewing membership and not a New membership after 3 months, refunds are not provided. We consider this matter closed.

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  02/28/2024

  I complained several weeks ago with BBB and AAA wrote back but totally missed the issue. I filed another complaint. In AAA's response they indicated that a full refund is possible if I protested within 3 months. I tried to get refund two days after Christmas on behalf of my elderly mom. AAA kept refusing a refund. before gift was scheduled to take effect (Jan 1) and after Jan 1. My mom didn't know at the time of gift that my brother gave me a gift through a competitor and that the AAA was a duplicate and was not needed. She intended to renew on December 20 though credit card and needs a refund. I have not used any benefits to date. According to AAA response I have 3 months. My 3 months would end March 20, 2024. My mother has not paid her credit card portion of bill and is still contesting through credit card. The amount owed is $116.50. When I called AAA they claim that they don't give refunds because of the way computer is set up. ???? Why would they set up computer that way to scam clients? Seems kinda dumb for an organization allegedly built on a service.
  
  Thank You

  

  Business response

  03/06/2024

  Dear BBB, 
  

  Thank you for contacting AAA. We would like to refer *** ****** to page 15 of the attached online benefit guide, which includes the terms and conditions of our refund policy. 
  
  *** ****** will be able to use her benefits and services through her January 1, 2025 expiration date. After this date, the membership will be canceled per her request. 
  
  Sincerely, 
  AAA Member Experience 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/02/23 - My car's clutch master/slave cylinder were replaced at *** ******* off ***** ******** ** in Cincinnati for $737. It took far longer than expected, with over five hours of labor billed on a 1.5hr job, and they had trouble fixing it properly. I was told they made a custom part and was then sold a membership/ two year parts warranty assuring me that this would be valid at all *** ******* locations. Part broke in 26 days. 09/29/23 - The next fix was at the ****** ***** location. Part broke in 21 days. 10/21/23 - At the third shop off ******** ** in ** ****** **. I was advised there were delays in getting the car looked at due to staff shortages. They did not look at the car and wanted to do more work than just fixing the warranty parts (gave me a clutch replacement estimate $2,353). When asked about the warranty fix, they refused and said there was no point. Frustrated, I called AAA to complain and had the car towed to another shop. 10/28/23 – Since then, there have been ongoing problems with AAA/*** ******* and no resolution has so much as been proposed. 10/30/23 – at a different shop the clutch master was replaced for $401 and clutch was tested (no issues) the car hasn't had any problems and is working fine without replacing the clutch as I was told needed to happen for my warranty service to be honored. I have additional documentation if need be.

  

  Business response

  02/09/2024

  We are reaching out to the member to resolve today.

  

  Business response

  02/15/2024

  I spoke with ***** ********** on 2/13/24 regarding his request for a refund based on the service received at our *** ****** ******** location. 
  
  I explained to ***** that on his AAA Invoice from *** ****** ******** location it is noted that this was the third master cylinder in 12 months that he has had replaced.  He confirmed this and our ****** ***** location replaced it again for the fourth time during that visit.  His visit to our *** ****** location resulted in them quoting a new clutch based on age, mileage and continued issues (replaced 4 times in 12-13 months) which the customer declined.   I explained to the guest that the service at ‘***** ******’ for the $401.45 was done again now for the 5th time and possibly result in failure again based on 17 years of the vehicle and the 240K miles on the original clutch/parts he has on the vehicle.  
  
  ***** was requesting  a refund of $737 and $300 of Uber rides for his inconvenience.   We agreed to a refund of $401.45, the reimbursement from ‘***** ******’ and resolution.   I will process a refund request for that amount and guest is satisfied with this resolution. 
  

  Customer response

  02/15/2024

  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. 
  
  Regards,
  
  ***** **********
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was serviced by AAA Auto Service on ** *********** ** in ************* ** on Tuesday, December 5th. I dropped by car off for a 9am appointment. I arrived back at the AAA shop at approximately 5pm and my vehicle was ready at approximately 5:30pm. The total cost of the service was a little more than $1100. On Friday, December 15th, I discovered that on the front passenger side of my vehicle, the cover/panel that goes under the fender and above the tire (which protects the internal parts of the car from debris when driving) had not been replaced. I then went to the AAA shop and spoke to Ms. L******** between approximately 2pm - 2:30pm on Friday, December 15th. I explained the issues. She went to the service area and did not see a part that matched the missing piece. She shared that the Service Manager, Mr. Josh T*****, was out of the office that day and that I should hear something by Monday, December 18th at the latest. She then printed the service record of my vehicle from the Tuesday, Dec. 5th appointment, wrote my information on it, and stated she would share with Mr. T*****. I sent a follow-up email to Mr. T***** and Ms. L******** on Monday, December 18 at 9:47am ET and also included pictures on the missing piece. I am contacting you, the BBB, to assist with a speedy resolution and to go on record of the incident and my attempts to resolve. I am requesting that a replacement part be ordered (either matching the condition or better of the original part) and installed on my vehicle.

  

  Business response

  02/08/2024

  We received the response on this from the Car Care Manager:

  "    I have spoken with the manager at the ***** ****** location (he is off today). He is going to cover the cost of the part for the customer, but it is not a component that needed to be removed for the services that were performed. He will follow up with the member once the part is in, he will contact the dealer tomorrow to order the necessary part and get an ETA as to when it will be in.
  
  Josh – ********* information is listed below. I called her and left her a voicemail letting her know you would be in contact with her once you order the part/get an ETA. Please ensure that she is contacted."

   

  Customer response

  02/12/2024

  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.  The business successfully serviced my vehicle on January 27th.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On/around November 18th 2023 I called for a tow prior to 9am. My tow was not completed till nearly 3AM. I asked to be towed approximately 2 miles for an unattended broken down vehicle. The dispatch team was impeccably rude to the point of my tears. I asked to file a complaint multiple times during those late night calls. In excess of a week later I called to follow up on my complaint only to realize no complaint was filed. I then immediately filed a complaint and was informed that I would receive a return call. No return call has been received. It is my conclusion that employees of this organization are not filing complaints appropriately and as such customers have zero recourse for poor service. Despicable.

  

  Business response

  01/03/2024

  We contacted the member on 12/12/2023 at 2:54pm. We were unsuccessful in speaking with the member however we did leave a voicemail with an apology for the service experience. We have not heard back from the member.

*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. ↩