ComplaintsforAAA Club Alliance

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid same day battery service fee of $65.00 and $20.00 only to not need the service so I cancelled no one resolution ###-###-#### no help I just want my refund service was not rendered refund it all

  

  Business response

  10/07/2022

  The member was refunded back the same day service fee. However since the member is on an installment plan it was applied towards the balance on the membership. There is a credit balance on the membership of $32.91 that will be issued as a refund in the form of the original payment next week.

  Customer response

  10/07/2022

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

  no credit the 65.00 total I will remain on installment as agreed when I chose membership I’m  want total fee back to my **** not half. This is a suspect operation here. Refund total 65.00 not credit anything membership plan stays as set originally 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5/31/2022 - I took my car in for initial AC assessment. They said they couldn't find any leak and charged 172.56 for diagnostic and to add dye (at this point no issue from my side). Unfortunately by the end of June it started acting up again and I called on July 5 to schedule appointment 7/12/2022 (Next available date I could get my car in) - was told that my compressor was leaking and needed to be replaced. Charged total of 960.64 for new compressor, which included cost of replacing serpentine belt as well (at this point still no issue from my side since they assured me that was the only leak detected and I should be good to go. 9/12/2022 - AC in car had been running warm again for 1+ weeks. I inspected with a blacklight and could clearly see the oil/UV dye mix which was coming out of the compressor (see attached photo). 9/14/2022 - took car back in to AAA and was at first told they couldn't find the issue; I insisted that they take another look at the compressor but they said that it was definitely NOT the compressor and leak was coming from somewhere else. Kept car until 9/16 when they said that the issue was the condensor which was leaking down onto the compressor, making it look like leaking from the compressor (despite there being no evidence of dye on the lines or other engine parts except the compressor). As I did not believe the shop was being honest I refused the additional suggested repair of the condensor which would have been 400+ dollars more. I picked up my car that day and immediately drove it to the nearest auto shop 1.5 miles away. They assessed and said it was definitely the compressor which was leaking. As AAA clearly LIED to me about putting in the bad compressor and tried to fraudulently charge me for another repair instead, I am now filing a complaint and requesting a refund for the cost of the bad compressor and related labor (since I now have zero trust for AAA and I will have to pay another shop to do the job).

  

  Business response

  09/28/2022

         I spoke to *** ***** this morning and he did confirm that the other shop did say he needed a condenser as well and that the shop didn’t do a evac and recharge on the system to see if the compressor was indeed bad they were just going by the fact the can see dye one the compressor, so I explained that we can replace the compressor no problem but if the condenser wasn’t replaced we couldn’t warranty out the new compressor if something was to happen to it *** ***** stated he didn’t feel comfortable getting it done here and said he would be open to getting it done at a different location so I am working with another location to get his compressor replacement  taking care of.
  
  Thanks Keith S*****

  Customer response

  10/03/2022

  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. 
  

  Since speaking with Keith I have independently checked the condenser and found that it was indeed faulty and obviously leaking. According to my previous conversation with **** *********** representative, they explicitly checked the condenser and did not see any obvious sign of leaking although they recommended to replace it (i.e. despite the huge leak which should have been visible to them if they had actually looked). As the information I received from **** *********** was not accurate, I am withdrawing my complaint and sincerely apologize to Keith and AAA auto for my previous accusation of dishonesty.  

  While I am still not 100% convinced that the compressor is ok (since I did not see any dye on tubing to suggest it was running down from the condenser to the compressor), AAA has assured me that they will cover the repair in case the compressor is found to be faulty after replacing the condenser. 

  
  Appreciate help from both BBB and AAA in getting this matter resolved

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  COMPLAINT ABOUT AAA AUTO BATTERIES - Timeline Fall of 2021 - roadside service call for dead battery; AAA replaced battery with NEW battery with a 3-year guarantee. August 1, 2022 - less than one year, again roadside service for dead battery; AAA roadside attendant tested and said it was "bad" and "can happen"; replaced with NEW battery and informed me fthis one would have 2 years guarantee, carry-over from the earlier battery with 3 years. September 10, 2022; 12 noon called AAA to report dead battery; told ETA of about 2 p.m.; Hearing nnothing by 3 p.m., called and told 3:45; Called at 5 p.m.to cancel request because I I had to leave the house. September 10, 2022: Wasted FIVE HOURS waiting on roadside service and getting no ETA updates unless I called. Was without another car since wife out of town for the weekend. Again, wasted 5 hours due to AAA lack of service and lack of courtesy ETA updates. September 12, 2022; local automotive shop sent tow truck; battery dead and done: ONLY 40 days service!! Informed by owner of automoive shop with many years in the business that AAA batteries are notoriously bad and cheap...he called AAA batteries the "Walmart" of batteries with a fancy AAA waraparound label. September 13, 2022: I called local Cincinnati AAA office, spoke to membership person, who took my complaint and said I would get a call from a roadside supervisor "sometime this week." Bottomline: want BBB to know this BBB company - AAA - of which I have been a local member for 26 years, is using and selling substandard batteries. My out-of-pocket expenses: $102 towing; $169,95 for an ********** battery. (excluding 6,75 taxes)

  

  Business response

  09/23/2022

  We have forwarded this over to our Reimbursement team for processing. Our current processing time is 3-5 weeks. 

  Customer response

  09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and when I receive the actual reimbursement I report that it has been received.

   

  Until then I cannot yet say this resolution is satisfactory to me ir not. 
  
  Regards,
  
  ***** * ******
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1st, 2022, my son, **** ****** ******* whose AAA membership is part of my family package, broke down 119 miles from our home. He called AAA to pick him up and they promised that they were on the way. Because of his location, (a garage parking lot of a repair where he coasted to) the tow truck driver refused to pick him up. I called AAA, talked to 5 different people and the last person, Mary Beth (according to her, the only Mary Beth in the whole company), promised us that she was going to dispatch a tow truck who later called my son and said he was on the way. He did not come until the next morning. My wife and I had already decided to go pick up our son because we had no faith that he was going to be towed. Our intuition proved correct. We drove a total of 238 miles which took almost 4 hours to pick up our son and bring him home. That day, I told them that I wanted to file a complaint and they promised someone would get back with me. When I eventually spoke to someone on 8-29 (first Crystal H*** and then her supervisor, Alissa) I wanted either a full refund of my entire membership, or reimbursed for the 238 miles we drove at the same rate they pay their tow drivers or at a minimum the IRS mileage rate which was $148.75. Alissa refused either. The best she would do was to give us a $100 credit towards a future membership. I refused the offer and stated that I would be contacting the BBB. She seemed very much indifferent. I would like to be reimbursed for my $148.75 at a minimum or refunded my membership cost for the entire family. A meaningful letter of apology would be nice too but I'm not holding my breath.

  

  Business response

  09/08/2022

  I have spoken with the member and explained the situation. The members son was calling for service at a place of repair. We require, anytime a vehicle is at a place of repair, that we are given proof that no bill is owed. I did explain all of this to the member. At this time I did offer to add a credit on the membership for $100.00. I would be willing to issue that amount as a goodwill check for the experience that the member had. We will issue the check and the member should receive the check in approximately 15 business days.

  Customer response

  09/08/2022

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

   

  The statement from AAA is a half-truth at best. AAA promised per Mary Beth ("The only Mary Beth at AAA") that a tow truck was on the way after I made it abundantly clear that my son did not go there for repairs since it was 119 miles away from home and even further from his summer residence. They absolutely know this and have the recorded conversation. The tow truck was not on the way despite us being told otherwise and never came until the next morning which meant he had to be picked up or spend the night in the car. Considering their indifference, my claim should be much more. $148.75 does nothing more than cover my mileage to retrieve him and includes NOTHING for my time and frustration. I will accept a check for $148.75 and nothing less. 

  

  Business response

  09/09/2022

  We do not reimburse for lost time or inconvenience. At this time we have made the offer for $100.00 goodwill check. We will be unable to offer anything additional.

  Customer response

  09/12/2022

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

  Nice try at stating something I did not request. I am not asking to be reimbursed for "lost time or inconvenience". The amount requested is for the IRS rate for mileage reimbursement for us to go pick up our son which you refused to do per our membership. We drove a total of 238 miles round trip because you refused to pick him up. 238X$.625 = $148.75. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a call to AAA on May15th for road side assistance - I was given several excuses and that a tow truck would be dispatched to recover my car within 90-120 mins - I called several times to get an update and was unable to get a person to respond. I received calls after midnight incorrectly stating my car could not be put not a flat bed truck since it is a ***** and that they could do nothing to help - no such issues are in place with ***** cars. I received a follow up call asking if still needed over 12 hrs later. I have tried since then to get someone to respond to me from AAA and I have not had a single direct call back - I have left several calls this week for two contacts all with no response. If left to AAA I would still be stuck at the the ********** airport stranded.

  

  Business response

  07/08/2022

  Member **** ***** was in 212 membership and coverage area, we are unable to see what happened during that request please transfer this complaint to AAA club 212 ACA-********** for resolution with the member, their contact phone number is ###-###-####.

  

  Business response

  07/30/2022

  we are attempting to contact the member and have not been successful. We are following up next week

   

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a cruise for me and my children on ********* cruise through AAA travel on **** **** for June 12-19, I asked for 4 cabins with inclusive packages (WiFi, tips and drinks). I paid $1242.06 for the balcony rooms(2) and $1125.82 for the ocean view rooms. After we boarded we were told the ocean view rooms were booked incorrectly and did not have packages- I paid an extra $2963.60 for 4 of my kids to get the benefits that should have been included when booked. I have emails making sure she booked correct rooms and conversations with her (which she claims were recorded) making sure she booked correct rooms but she did not. Her mistake cost me quite a bit of money and I feel It should be corrected. Two of my kids lived without the WiFi they should have had and would have cost another $280. She also promised gift cards for booking which were never sent. Thanks for looking into this matter

  

  Business response

  07/14/2022

  I called and left ****** a message this morning, and talked to her this afternoon. We are refunding the what she had to paid out of pocket. Tammy, the agent had been in contact with her from the time she got off the ship via email and phone conversation. Tammy expressed that we would need some time to get answers from *********. AAA asked for ********* to pull the call that Tammy made on January 17th, when Tammy called to verify the amenities on the ocean view rooms. Unfortunately Tammy used her cell for that call so the conversation was not recorded on our end. We have been at the mercy of ********* to pull their phone recordings, only to find out that they don’t have that fair back saved. Tammy would have never told the client the amenities would be included if she had not confirmed them with ********* first.
  
  It was explained to ****** when she first contacted Tammy for the refund that AAA needed time to go through the proper channels before refunding any amount of money.
  
  As for the gift cards. Tammy originally booked the rooms outside of the AAA group. The cost for the two balcony cabins was over $3000, which would have been part of our gift card promotion. However Tammy was able to move the balcony cabins to the AAA Group pricing, which saved her more money than the what the gift cards would have given her. Tammy explained this to ****** before changing the cabins to the AAA Group. Tammy has explained this to her again since, and I also explained this to her today when I talked to her.
  
  ****** also filed a small claims case. Today I told her she needed to decide if she wanted to continue with the case, or be refunded by AAA for her the out of pocket expenses for the amenities she purchased while onboard. ****** is happy with AAA covering those cost, and plans to drop the case with small claims.   
  
  Thank you,
  Sara
  We Appreciate Your Membership!
  
  Sara R***
  Office Manager – Cherry Grove
  AAA Club Alliance Inc

  Customer response

  07/15/2022

  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

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im a AAA member. AAA's website clearly states save 45% off or more for six flags tickets. The price they advertise on their website is completely inaccurate. Six flags charges $44. AAA is charging slightly more. With my AAA discount of 45% or more off, my tickets should cost $24. AAA does not honor the discount that they advertise. I also recently inquired about safari tickets with AAA and was told it's cheaper to get them off six flags website. Now I want to purchase tickets to the park, and I'm being told again that it is cheaper to purchase the tickets off of SIX Flags website. Twice in 3 weeks that AAA is falsely advertising discounts to their members.

  

  Business response

  06/28/2022

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

   

  Good evening Ms. *******-
  
  I am following up to address your complaint regarding the AAA discount pricing for Six Flags Great Adventure tickets.  I researched the ticket pricing today on both aaa.com and Six Flags’ website.  On aaa.com,  I looked at the description of the discounts for the tickets, and it does state that the AAA price is 45% or more off.  However, this is not discounted from the current selling price through Six Flags website or any other promotional tickets.  This refers to the gate price of the tickets, which is up to $89.99 per ticket plus tax depending on the date of visit.
  
  Six Flags does offer their own discounts for advance purchase of the tickets on their website, and those prices start at $44.99 plus tax on the least expensive day as you stated.  However, Six Flags at the checkout screen adds tax and a processing fee of $11.99 to the ticket price for a total of  $60.75.  Our price including tax for the same ticket is $53.39 which is still a discount of more than 10% from Six Flags discounted prices and approximately 45% off the gate price.  The weekend/holiday ticket prices higher at $76.74 on Six Flags website including taxes and fees, and our ticket prices at $69.87.
  
  As for the safari, unfortunately Six Flags does not allow us to sell those tickets – these tickets must be purchased for a specific date directly through Six Flags due to capacity restrictions.   This has been the case since the park reopened with the current safari format.   I understand your frustration but unfortunately this is out of AAA’s control.
  
  I apologize for the misinformation that you were given regarding purchasing the amusement park tickets at a lower price through the park directly online.  If you did purchase those tickets, I will be happy to refund the difference between the price that you paid and what the AAA pricing should have been for the same date.  I would just need a copy of the receipt showing the quantity of tickets that were purchased and the total price paid for the tickets.
  
  If I can be of any further assistance, please do not hesitate to contact me-you will find my contact information in my email signature below.
  
  Best regards,
  
  
  
  
  
  Christine G
  Senior Retail Manager, Mid-Atlantic Region
  AAA Club Alliance Inc.
  
  “We Appreciate Your Membership”
  ****** ************************
  ****** ***** ******** **** *******
  *******  ************
  **** ***** ********
  **** ** * *****  *  ********* **  ***** *** ***** ***** **  *  **** ********** **  *****
  

  Customer response

  06/28/2022

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

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called AAA on 5/4 at 11:30 pm. I was told there would be a 2 hour wait. I was on SB 71 at the 25 Mile Marker. After 21/2 hours I called them back, as no one showed up or called. We were in a very dangerous location. I was told no units available. I asked if I could try and find a wrecker and they pay for it. I found one in 10 mins, they were there in 20 minutes.. At 3:45 AM on 5/5 an agent called and said sorry they had no one to tow the car I could leave it or cancel. I didn't call them back to tell them I found a wrecker, since I hadn't heard from them, I was going to call once I got home. I submitted the paperwork for the reimbursement at the office in ******** ********. I called after a month to find out when I would get it an was told the amount. I said that's not right. The female said, sorry we don't pay fuel charges. I explained it wasn't my fault they didn't have a unit to tow my car. She again said sorry and the check is in the mail. If they can't provide the service then they should be responsible for all charges including fuel. I have email them several times reference this and no one to date has contacted me. My last email was on May 25 and it said someone will contact you in 3-5 business days. I was assigned #****** I have been a member since 1994 and this is a ridiculous way to treat their customers.

  

  Business response

  06/27/2022

  The member was reimbursed the Towing charges as per the membership. The fuel surcharge that the outside tow company charges is not a reimbursable expense per the member benefit guide.

  Customer response

  06/28/2022

  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,  All I have received is several surveys about the service.  Nothing about paying the fuel charges that I had to pay 
  
  ***** *********
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have had AAA since May 1982. Had auto-renewal for last five years. Called/cancelled in mid-February 2022 (cancelled auto/home ins through AAA w/o any issue). New policy included Emergency RS Assistance. When I called, the individual said I would get a refund of $54 or $59 and some change. Heard nothing, no refund received. Stopped in Ohio Pike Ofc. in April 2022. Spoke to a woman about same. Said she’d look into it. Called back in 4-5 days. Said according to rules, no refund is given that membership would go through the end of membership period then be cancelled. Was aggravated because basically they can keep my money even though I don’t want their service anymore. I called today, May 19,2022, to find out what the policy is. ******* said cancellation can only happen within 30 days of automatic renewal, no refunds are given. How can that be? It’s like they are stealing money!! Said no supervisor was able to speak w/me because that is policy and comes from above that I could write a letter. Bad policy, more like a legal way to keep someone’s money. I used them on two occasions for roadside assistance in 40 years of membership. Not like they didn’t make money off of me!

  

  Business response

  06/27/2022

  We have spoken with the member and we do not offer refunds on memberships. We set membership to cancel on 6/1/2022 and as of today the membership is cancelled. Members are made aware in our member benefit guide that we do not offer refunds of cancelled memberships. 

  Customer response

  06/27/2022

  ****** ******** *******
  
  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 employee I spoke to was unaware, as was I, that refunds are not given when cancelling AAA Road Svc Mbrship. After inquiring about refund, second employee informed me if such. I still believe it’s wrong that AAA does not prorate anything refund. Insurance companies do, telco/internet companies do (I work for one so I know!). 
  

  I will NEVER recommend AAA to anyone in the future (I was a member for 40+ years). 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to a AAA membership with Club Alliance AAA on March 13, 2022. On Friday, May 13 my vehicle was disabled with two punctured tires from hitting a pot hole. I called AAA and they said that there were many cases and that a driver would not be able to come until after 11:30pm. After leaving my car in a parking lot and returning home, I was contacted by the AAA dispatcher. They again informed me that they were busy and asked if I would like an appointment scheduled for the next morning, so that I did not have to wait. We then scheduled an appointment for 11am on Saturday, May 14. I waited at my car on Saturday until 11:45am and then called AAA. There was no record of my appointment and I was told again that they were very busy and I would have to wait an unknown amount of time for a text message when the driver would come. I cancelled the towing case and found other means to take care of my car. I called customer service today and cancelled my membership and asked for a full refund. They would only give me $24, when I had paid $45 only 1.5 months ago. In addition their service was not as promised. I could only imagine if we were stranded on the side of the road and this same situation happened. I am looking for a full refund of $45.

  

  Business response

  05/25/2022

  The member was refunded all of the membership dues that were paid. They were not refunded the $15.00 enrollment fee. This is a non refundable fee that is explained when signing up online. We will be unable to refund the fee.

  Customer response

  05/26/2022

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

   

  My membership was only active for 6 weeks and they did not meet the promise of their membership. I feel that I am due a full refund.

*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. ↩