ComplaintsforAAA Club Alliance

• 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.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed into AAA auto repair shop after realizing that my starter did not work 2 weeks ago. I was recommended by roadside assistance to use a local AAA, they advertise that my vehicle would be seen within an hour and diagnosed so that I would know what was going on and then a discount would be given because I went to AAA. So I had my vehicle towed into the AAA in **** ** *******. I called the following day to see what was going on with my vehicle and I was told they're too busy they'll get around to it which didn't happen for another 2 days. I then found out my starter needed to be replaced so I agreed to the repairs and paid. When I picked my van up I realized immediately that it was really hard to get my key in to start my vehicle and then equally hard to get it out. Being that this was not an issue prior to my vehicle being at the AAA facility, I called and a representative apologized and he said they would take care of it and set up an appointment for Monday which is today October 23rd 2023. When I got to the facility I was told it could be the battery. I explained that it didn't have this issue when I brought it there, so the issue happened during the time that triple a had my vehicle. The manager Gabe mocked me and then specifically stated they are not responsible for anything that happens to the vehicle except for the scheduled repairs. He smirked and said sorry, maybe take it to a ******** dealership. I was appalled. This is the first time that I've ever had anything happen like this and the first time in 35 years to ever need to file a BBB claim!

  

  Business response

  11/10/2023

  I tried explain to her that when a vehicle comes here under a no crank no start condition, we worry about the main issue on hand, then we move down the ladder, her key had difficulties going in and out of the ignition from the beginning, when I tried to tell her that was the case she just raised her voice and didn’t let me speak, after I told him that we are not here to argue with her, that if she wanted an explanation to her questions she would have to let me speak, she just walked away.
  
  I tried reaching out to her today Oct. 31st, 2023 at 9:31 AM. Member did not pick up the phone call. I will be calling her today. Any updates, I will make sure I notify you.
  

  Customer response

  11/13/2023

  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.

  The response I was given was unacceptable. The tow truck driver had no difficulties putting my key in or out of my vehicle when he towed it- so I guess both of us are lying. No resolution was brought up by the company at all. Instead of accepting responsibility for what happened under their care, they blame the customer- easy enough because how can you prove that? I did get upset, my vehicle went in to an establishment and came out with a problem it never had and then I was told it was my problem- anyone would be upset. Completely unacceptable. As for messages, I have received NO VOICEMAILS from anyone from the company- on October 31st or November 10th. A voicemail letting me know who it is and how I can get back to you I believe is the proper way to contact someone if you want to actually get ahold of them. I feel as though AAA has done nothing but make excuses as to how they can offset the blame on to me and offered no solutions to the problem. I was given the number to supposedly a manager above the store manager and they have not returned by call- or I am sorry, if they did return my call- no voicemail was left. 

  
  Regards,
  
  ***** *****
  

  

  Business response

  11/22/2023

  Response from Shop:

   

  I have spoken with ***** this morning around 8:51AM. We have decided to have her take the vehicle to the dealership for diagnostics on what happened to the ignition. We have agreed to pay for the diagnostic fee regardless of the result. If the ignition was damaged by us, we will be covering the expense for her. However, it the ignition was not damaged by us, ***** is aware that we will only cover the diagnostic fee. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Triple A at around 945 am on a Tuesday. In spite of being unsafe and between two major exits on 675, they nonchalantly told me it would be an hour and a half but they "expedited" it. When the girl taking my call said that, I asked to speak with a manager because it isn't her fault. They left me on hold for 20 minutes and then refused. I called back and the next rep hung up on me straight out. It isnt an option to not speak to your clients on a customer service call. It is not an option to hang up on clients who have a complaint. It isnt an option to advertise a useful business and then do a piss poor job at it. 90 minutes is insane for where I am located and you cannot just ignore or not listen to consumer complaints. This call needs to be replaced on my account. They did not do their job and are woefully inadept at managing a business. Furthermore, the business needs to do a basic customer service class, because the employees aren't even meeting basic levels of customer care.

  

  Business response

  10/11/2023

  We apologize for the poor service you experienced. It does seem that we did advise it would be an approximate wait time of 90 minutes we arrived in less than an hour to your vehicles location. We have made sure that this was forwarded to our call center management for coaching on the agent so that this does not happen again. We are unable to remove the service call as service was provided in less than quoted time.

  Customer response

  10/15/2023

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an annual contract with AAA in the amount of $675 per our family membership. I have paid to be a Premier member for several years. This year while awaiting my new membership cards… I received an email stating that I had terminated my membership which was blatantly false. I called AAA and was told that I was sent a letter a year ago advising me of a problem but they couldn’t tell me what the problem was. I called several more times and was told that member services does not have any information but I would need to write to the address in the letter that was allegedly just sent to me. I have not received such letter. I’m being told that I’m being downgraded to the lowest level without any warning from them. What did I do wrong? Each member is entitled to four calls per year. That’s only 1 per quarter. If I had been warned to reduce my called I would have made a determination as to rather or not this was beneficial to me but I would have worked with AAA to resolve any issues. I want this resolved. I feel disrespected. My member number is *** *** ********* *.

  

  Business response

  09/20/2023

  The membership has been downgraded due to heavy usage. The member would have been notified via mail with their renewal. It does state in our member benefit guide the following:

  "4.3. Heavy Usage: Member who requests or uses an excessive amount of Emergency Roadside Service, that is, uses Services over a sustained period that are greater than the average Member uses, may be subject to membership downgrades at renewal, surcharges, or non-renewal of the membership."

  The member may write an appeal letter to the Membership Compliance Committee, ** *** ****** ********** ** *****, if they feel a wrong decision was made. A response will be received in writing within 30 days of receiving the letter.

   

  Customer response

  09/27/2023

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

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After my car was stolen on July 23, 2023, I rented a car on July 27 and went to the Cincinnati Police Impound lot on ****** *****. I called AAA several times to get my car towed to the repair shop. After talking to several incompetent employees, it took several hours of waiting and listening to empty promises and another day of waiting through a frightening flash flood at the impound lot,AAA never arrived. I was lied to, talked over, and humiliated and after paying AAA for 44 years, I was forced to pay $134.75 for a private tow, even though I am a "valued" Plus member entitled to towing services. I was told AAA could not tow from an impound lot (Impound Lot employees say this is untrue). Then I was told to wait, two or three hours, all to no avail. One competent roadside supervisor apologized for the incompetence and tried to send someone; another "supervisor" said she should not have done this and it was up to driver if he wanted to tow the car. I wish to receive a refund for the amount of towing by a private company, Northgate Towing. I wish an apology for the humiliating experience I endured by extremely incompetent employees, one of who stated they are sometimes "helped" by people who are not knowledgeable enough with AAA policies which leads to misinformation.

  

  Business response

  08/14/2023

  Email sent to member:

   

  From: O*******, Alyssa
  Sent: Monday, August 14, 2023 4:44 PM
  To: '********************' <********************>
  Cc: '**** *******' <***************************>
  Subject: RE: ACTION REQUIRED: You have received a customer comment from BBB serving Cincinnati regarding complaint #********
  
  *** **** ******,
  
  
  Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.
  We sincerely apologize that we were unable to provide the service you requested and that you had to secure alternate service.  Please follow this link: **************** find the reimbursement form. You will also need to include a copy of the receipt for reimbursement consideration under the terms of your membership.
  We appreciate your continued support through Membership and are confident that the next time you call upon AAA for service, you will receive the safe, prompt, efficient, and courteous service that Members have come to expect.
  
  Sincerely,
  
  
  Alyssa O*******
  Supervisor, Member Relations
  AAA Club Alliance Inc

  Customer response

  08/23/2023

  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.

  I have received an apology, but not the requested form required by AAA to send back with my receipt from the tow company.

  
  
  Regards,
  
  **** ******
  

  

  Business response

  08/28/2023

  The member can find the reimbursement information on this website:

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

   

  Thank you

  Customer response

  08/28/2023

  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

  08/28/2023

  I sent an email to *** **** ******* which explains my response.

  *** *******:
  
  I added my reason for rejecting the AAA response after selecting the "proceed" too early.   I typed a response, but BBB had already accepted the rejection without it.
  
  My reason is that I spoke to Alyssa O'*******, Supervisor Member Relations, AAA Club Alliance and explained that my computer did not have the capability to send the form and receipt at the same time.  
  She said she would send the form to me.  I have not received it.  It has been at least a week and I know the mail is not that slow.  If AAA had towed my car as they were supposed to, all this could have been avoided.
  
  Thank you.
  
  **** ******

  

  Business response

  08/30/2023

  Another Reimbursement form has been mailed to the member.

  Customer response

  08/30/2023

  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.
  

  I have not received the form.  When it is received, I will notify the Better Business Bureau.

  
  Regards,
  
  **** ******
  

  Customer response

  10/09/2023

  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,
  
  **** ******

  10/9/23 per phone call from the customer this complaint has been resolved.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Nov 7, 2022 i went online to sign up for AAA. They had an offer for a 50% off plus membership, plus $50 bonus gas card and free 2nd member. So, i signed up. They told me the gas card would be mailed to me within 3-4 weeks. I received the membership card but no gas card. I called AAA and they told me to wait and it would just come later. It's been over 8 months now and still no gas card. This is a typical example of bait and switch. Promising one thing to join and then giving something else.

  

  Business response

  08/17/2023

  Dear Cincinnati Better Business Bureau,

  Thank you for contacting AAA. The gas card will be arriving to Carl Fraik via mail within 10 –15 business days.

  Should *** ***** have any questions regarding the fulfillment, he can always reach out to us or contact the gift card Support Team at ###-###-#### or email at: ****************************

  Sincerely, 

  AAA Member Experience 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 9,2023 I returned back to the Car Care center due to an issue with my brakes continuing to seize up on passenger side.The mechanic did work on it a couple of weeks prior. I was told it was a proportioning valve for the brakes.On June 9,2023 I brought my vehicle in to have it installed.Later on in the day I was told that I might have to pay more money because the brake lines might break when they disassemble the part. I was not told that when they looked over the vehicle a second time.I told them that I don’t have any more money to spend. The vehicle was backed out and returned to me. I filed a complaint to their district manager but still no response. I have sent him information in the past about another issue in regards to another shop he manages and he didn’t respond then.

  

  Business response

  06/26/2023

  This has been sent to the car care for review. I will update once we have a response

  Customer response

  06/28/2023

  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. Just as long as they call me back with an acceptable solution.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a service tow through AAA roadside assistance however, once the vehicle was dropped off at the location the driver did not properly unhook the vehicle doing damage to the lower rear end of the vehicle not only did I witness this I have two other witnesses at the place of drop off, I immediately called roadside assistance after confronting him for the damages he caused. however, after submitting all the paperwork, they asked for I was denied and was told the vehicle already had pre-existing damages. However, the vehicle was not even 30 days old which I can also so proof of. I have left multiple messages only because I cannot ever seem to reach the person in charge of my matter. I feel I’m not Equipped to handling this matter alone and I feel I’m getting nowhere handling this alone would greatly appreciate any help from you guys.

  

  Business response

  06/08/2023

  The damage case was denied with the owner of the vehicle. The damage to the vehicle shows to be pre-existing as the scrapes under the bumper are older and not consistent with towing the vehicle. The damage is more consistent with curb rash. This case remains denied.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 14th, i ran over something on the train tracks causing 2 flat tires. I decided to renew my AAA membership to get roadside service for this, as it looked like the Rims may have been dented too. I went online, joined, paid the membership, then called to setup a claim. They told me since it was the same day i would have to pay a day of service fee of $65. Ok, then asked me where i wanted to be towed. I said my home... they said there would only be one tow covered under my policy. I said i am paying for this tow, so how is it considered under the policy. i asked to speak to a manager and was disconnected. I then called back spoke to someone who connected me to a mgr. They said that is their policy, its emergency roadside service, not to be used to tow me to the shop and home. I then decided to cancel the full thing, as this wouldn't work for my needs. The lady offered me to keep the service for 90 days, and i could decide to cancel or keep it after further evaluation. I declined and asked for a full refund of both the $65 day of fee and the membership. She said allow up to 5 days. Its been 3 weeks and the day of fee was not refunded. I called and spoke to a rep who asked did i receive service. The answer to which is no! I paid another tow truck company to tow me home. She said ok she will submit it for a refund and i should see it within 5 bus days. I then got an email today stating: "Thank you for reaching out to AAA regarding your same day service fee. This fee is non-refundable and does not meet the exception requirements to be refunded as a driver was already on the way to your location when the call was cancelled and still needs to be paid for his time." This is absolute fabrication, as the driver called me after i got home to confirm the address and to let me know he was enroute. Additionally, had that been said i would have waited for that truck instead of paying for another! BUYER BE WARE! tactics used to extort money here!!

  

  Business response

  05/08/2023

  After reviewing the member's concern. It was determined that the fee is a non-refundable fee. The member cancelled the service call 30 min after placing the request and the driver was already on the way. We are unable to approve the refund request.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called AAA ********* location about my annual payment. They said my card was rejected, and didn't know why. I gave them a new card and it was processed March 3, 2023. They kept calling me wanting payment (three phones in two weeks). I told them it was paid, they said they did not not have the payment. Spoke with the manager, hs name is Gill, I sent him a copy of my bank statement showing the payment. I have spoke to corporate and ********* locations multiple times. They can't find it, even though I gave them proof of payment. I have left multiple messages for Gill and he will no longer call me back. I paid for a year of services, and someone has my payment. At this point I would like a refund of $112. 50 that the ********* location processed.

  

  Business response

  04/04/2023

  Thank you for contacting AAA. So we can further look into your inquiry please attach a copy of your bank statement and provide the full name of the manager you spoke with. 

   

  Thank you, 

  AAA Member Experience 

  Customer response

  04/10/2023

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

  AAA already has my bank statements. I provided those before I filed this complaint. If they need the manager's name, please contact me. Thanks. 

  

  Business response

  04/28/2023

  Management will be contacting the member for additional details. 

  Customer response

  05/10/2023

  I have not heard from anyone concerning this matter.
  

  

  Business response

  05/10/2023

  We are unable to find the payment and need the first six digits of the credit card used for payment. 

  

  Business response

  06/02/2023

  Dear BBB,

  We processed a refund of $112.50 to ****** ****** credit card. The refund should appear on the statement within 7-10 business days ( It is now between the bank regarding when the money will be credited). We truly apologize for this inconvenience. 

  Sincerely, 

  AAA Member Experience 

*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. ↩