ComplaintsforAAA Club Alliance

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 12, 2022 I contacted AAA regarding my mother **** ****** membership. My mother and I were on the same AAA membership and I needed to remove her from the account and have it renew only in my name as my mother has passed away. I called at roughly 11:30 am and spoke to someone named Dave. He removed her from the membership and it would be renewed only in my name because of her passing. Since the membership was not due to renew until June 1, 2022 and I was removing her from the membership Dave told me there would be a small amount of money coming back since her membership was canceled early. He assured me he would get back to me with the amount. On May 5, 2022 this same representative Dave left me a voicemail stating that the amount due for my mother’s canceled membership was $16.67 he asked that I please call the ###-###-#### number so that I could provide the address for the $16.67 to be sent. Today, May 11, 2022 I called ###-###-#### and spoke to someone named Lori who told me no there was no money due and whoever told me that was mistaken. I have the voicemail of the first representative telling me that I was due the $16.67 even referencing when I spoke to him in April. If this was the first time that AAA had done something like this I would let it go but it is not and now since I was told there should be a refund I want $16.67 back. If you have representatives that take the time to call someone back about something like $16.67 then you should honor what I was told.

  

  Business response

  06/27/2022

  I have spoken with the membership department and all we need is to know who to make the check out to and the address to mail it. Please provide that information and a check will be issued.

  Customer response

  06/27/2022

  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

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked AAA twice via email to cancel my membership and they have refused to cancel it. See email below: Please do not reply to this email. To help ensure a prompt response, please click the link at the bottom of this email to refine your question. On 3/31/2022 you posed a question to AAA Club Alliance Inc. which was noted as inquiry ******. Your Question, Comment or Feedback: Please cancel my membership. I decided to go with roadside assistance through my insurance provider at a much cheaper cost. Response: Dear Scott Riley, Thank you for contacting us. We are sorry to hear that you are thinking about not renewing your membership when so many money-saving opportunities will be available to you in the coming year. Before you make a final decision, we want to remind you that part of the reason insurance providers have low-cost service is that what they offer is much less as well. Make sure that a call for roadside assistance is not counted as a claim on your auto policy (many providers do), and see if their service technicians are security checked and back their services (if not, you may need to settle any vehicle damage claims with them directly). Remember that you will also lose hundreds of dollars in savings through popular benefits such as free basic identity theft monitoring (valued at $79 per person). We need to speak with you to fully close the membership, so please call Member Care at ###-###-#### between 8:00 AM and 7:00 PM ET Mondays-Saturdays, or 1-866-MEMBERS daily from 7:00 AM until 11:00 PM ET. Susan P Thank you for choosing AAA. We appreciate your business and look forward to the opportunity to serve you in the future. AAA eCustomer Service We hope this will help resolve this inquiry. If it does not, please use the link below to add to or clarify your question. You may need to cut and paste the entire link (it may span two lines) into the address line of your web browser.

  

  Business response

  04/11/2022

  In order to cancel a membership a member must call and speak with a membership agent. We do not allow to cancel via electronic communication.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/07/2021 I called AAA about my membership I inquired what level I had to be to get the free battery with the platinum membership. I was then told that I had to upgrade my membership and that I would get a free Battery with my aaa membership. I paid the money to get the upgraded membership and waited the ten days. 10 days went and I decided to use the battery replacement. I called and everyone said that if I got a standard battery that there would be no charge. I talk to 2 different people so far and calls are recorded so you can verify what was said. On 12/17/2021 it was around 6pm I called in for a battery was dead on my car. At this point someone told me that my battery would be paid for and the other person said they same thing but said that I had to get a standard battery. So on 12/17/2021 I sent the reimbursement form to AAA. So February comes around and I finally get a check after I called and left a message several times and no one called me back. But, I got a check for 125.00 no the full amount. I did not get a special battery. I was confused so I called in and again left a message and of course no one called me back. I then waited an hour to speak to someone who told me that the customer service does not tell the right information cause the benefits are 15 pages. I said they cannot even give a brief when asking about batteries and she said no. That I had to read to get the correct information. I believe I was lied to when upgrading and again when I main the service call just to get more money from me. Out of the 161.72 I only got the 125.00. I want the rest of the money for the battery replacement 36.72 given back to me. It should not be my fault that the customer service folks are not told and are only out to give misinformation and to get more money from people.

  

  Business response

  03/14/2022

  When a member gets a battery through AAA Club Alliance and they have the premier benefit added to their membership they do get the battery replaced at no charge as long as the install is not labor intensive. When a battery is purchased outside of the club or AAA then a member can file for reimbursement. We reimburse up to $125.00 for lead-acid batteries and $200 for AGM batteries. This is clearly explained in our member benefit guide that is available on our website. We are unable to reimburse any additional amounts.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have AAA *** *** ********* 8 for years and this year I have needed AAA three times and not once has AAA taken care of me once! I was in a car wreck July 2021 where my Van was totaled but no AAA showed up so I had to pay another tow company $263.00 but because I had lots of medical problems from my wreck and didn't not get my paper work into AAA I'm told you wont refund my money & the lady I spoke with said it's NOT AAA FAULT THEY CAN'T GET DRIVERS & I could call anyone I want about this problem because she will be the one they talk to and she will just deny it again! Then later that year my brakes went out and I called AAA at 4pm and once again AAA never showed up & after waiting 5 plus hours at 11:30 PM at night I called AAA again and ask where my tow truck was & she said not sure that AAA is having a hard time getting drivers & after calling 6 other tow companies in the area only to find out none of them would except AAA because they wont pay enough to cover their time' I had to call a guy with a trailer to tow me home and pay $125.00 which was refunded! Now my **** *** ** is broke down with a dead battery 60 miles from home where I'm told the battery truck will not run out side of ** ** *** so I pull the battery out and go to *** ******** Tire in ******* **** only to be told they can't replace the battery with out the truck being there and can't send a battery truck to me if that's not good enough buy one and once again wait a month or better for a refund that may never happen or wait in 15 degree weather to see if or when a tow truck would show up I have had open heart 6 way bypass and bought your service so I would have help when I need it but so far AAA has not came through with what they have sold me or any of my other family or friends! You keep sending me my renewal bill but have no means of covering the service your selling I see a big legal problem with that please help fix this problem! Thank you ****** ****** *** *** ********* *

  

  Business response

  02/02/2022

  We have decided to make a one time only exception for reimbursement for the $263.03. In the future if the member does not submit a reimbursement within 60 days of the service we will not be able to honor.

  Customer response

  02/15/2022

  ****** ****** called and is not satisfied with the business response. He has request their service 3-times in the last year and they have failed to deliver the service. ****** has had to wait 4-6 hours for a tow truck no one showed up. He pays $300.00+ a year for service that he is not receiving.   

  Customer response

  03/01/2022

  My complaint is not just a tow bill it's AAA charges everyone for services which they have no means of suppling pretty sure this is fraud when you charge for something you can't supply & it needs to stop it's a crime!!!!

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by AAA on 9/30/20 asking me to renew my membership. I agreed, against my better judgment, since I have had so many issues in the past with needing it and them not recognizing my membership. On 10/1/20 my money was deducted to renew my membership and was given my new membership information. On December 20th my truck broke down and I needed a tow. I called AAA and they said my membership was inactive. I was transferred 6 times, asked to speak to a supervisor and none were available. I spent 3 hours trying to get AAA to help but was left stranded by them. All representatives could see my payment, but said it wasn't active and there wasn't anything they could do about it. I had to pay $300 for a tow. I have since contacted AAA 7 documented times via FB and email and have yet to receive a response. This company has now cost me $300, a lost day of work and countless hours of pain and suffering. I have documented all of my unsuccessful attempts to resolve this with your company and recorded my calls with your representatives who left me stranded. Let me add, this is the THIRD time your company has done this and I absolutely would not recommend anyone waste their money- go with your insurance roadside assistance before you ever give them a dime.

  

  Business response

  01/12/2022

  the last payment we have in our system for this member was from 7/1/2018. This member may have another membership with a different club. We are unable to assist. 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter called for roadside service on December 3rd due to a flat tire. She was told that it would be at least 3 hours for service to respond to her location. She was in ******* ** so it was not a remote location. Her boyfriend was able to arrive before the service and plugged the tire so it would hold air. My daughter cancelled the roadside service The next day my daughter went to the AAA auto repair center in ***** ******** ** to have the tire patched. The service desk personnel said they were too busy to help her and that she would have to come back on Monday. They also told her that since her tire was plugged it was probably ruined. She went down the street to another repair shop and was immediately waited on and her tire was patched for $28.38. I contacted AAA customer service on December 5th to complain about the length of the roadside service as well as the lack of service at their repair shop. I told them my daughter is a traveling nurse and I bought the AAA premier service to ensure she would have assistance for any vehicle breakdown incidents and I would have peace of mind knowing she had someone reliable to reach out to. I received a very back "We are sorry for your experience" email back. I sent a follow-up email stating the service was not adequate and that I might as well cancel it. No response. Today, 12/27, I called AAA customer service to cancel my membership. I was told it had been over 30 days since opening the account (I opened in mid November, 2021) and I could not cancel or get a pro-rated refund. I want a prorated refund and my membership cancelled. My AA membership# is ****************

  

  Business response

  01/12/2022

  *** ********* reached out to us about the concern for his daughter through our website.  We did reach out via email with an apology for the service experience. His daughter requested service and we provided an estimated time of arrival at 180 min. After waiting 60 min the service call was cancelled by the member. In regards to the experience at the Car Care facility we try to provide accurate expectations for service. That location was completely booked and the shop let them know that we would not be able to get to them until the following Monday. We do service our members on a first come first serve basis. 

  In reference to the membership concern our terms and conditions for cancelling a membership are explained in our member benefit guide. Once the membership year starts we are unable to cancel and refund, we can however set the date to cancel as the expiration date of the membership.

  Customer response

  01/13/2022

  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 service offered by AAA, and resolution of customer concerns are subpar. I have worked in the service industry for 30+ years and understand what it takes to retain customers when we failed to meet customer expectations. AAA got my money once but they will not get it again nor any of my family members. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, my name is ***** ********** ###-###-####. I purchased a **** ***** ******** from ******* ****** ###-###-#### on Tuesday 11/2/21. I hand washed the car on Wednesday 11/3/21. On Thursday 11/4/21 I took it to Bob Sumerel Tire on **** ******** ** for an alignment which they were going to work the car in and to be completed by the end of day. I called up at 5:45pm and they told me they would have done 1st thing in the morning. On Friday morning 11/5/21 I drove up to Bob Sumerel Tire and was greeted by Nichole asking if she could help me. I told her I was looking for a *** ******** that I just bought 2 days ago. She commented "We've had the car longer than you have." Jacob took me out in the shop where the car was still sitting on the lift. He raised the car up and pointed out a possible power steering slave cylinder maybe bad preventing them from doing the alignment. He said they even rotated the front 2 tiers to see if that was making it pull to the right. He said his techician had taken it out for 2 test drives. I told him I would have it fixed then bring the car back to the shop for the alignment. I drove home appr**imately 1.5 miles, went into the house came back out to get into the car and noticed on the driver side door there were multiple chips in the paint that were attempted to be covered up with touch up paint. I drove straight back to Bob Sumerel Tire brought Jacob outside and showed him the damages. He gave me his business card, told me to take photos of the damage and email it to him directly to his manager. On the way home the driver side center hub fell off while I was driving. It had taken two to get through to the district manager Troy C** who forwarded my concerns to Myra M***** for resolution. I received a letter today denying me of any resolution nor taking any blame for the damages. In closing I want to know what happened to my car and want it fixed the way it was when they got it.

  

  Business response

  12/06/2021

  This has been sent to our Risk Manager and has been denied. We will not be able to continue with the claim.

  Customer response

  12/06/2021

  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

  12/08/2021

       I am not happy with their response because after having my car for 2 days I was never notified that my car could not be worked on or that the car was ready for pick up. I drove up to the shop only to find the car was just sitting in a bay on the rack. Again to stress the fact that I bought the car on 11/2 and hand washed it on 11/3 knowing there Wass no damage to the the driver side door and rear quarter panel. Then the car was in Bob Sumerel's possession for 2 days along with 2 test drives. Then to get the car back with gouges in the paint with obvious touch up paint that didn't match the color of the car. Also for the manager to be so defensive without seeing the damage to tell me there is no way they could have done that and they do not carry touch up paint at the shop ( but advanced auto care is right next door ). It took over two weeks for the district manger to contact me to address the issue and 4 weeks to recieve a letter saying that they're not responsible.                                                                                                                                                                                                                                                                                                                                                                                                        In closing, I had to go get the car that I had just purchased 2 days prior to Bob Sumerel having in their possession including 2 test drives resulting in damage to driver side door and quarter panel that were attempted to be covered up with touch up paint. I took it to *** ***** Auto Body in ******** ** for an estimate of 1,113.82 for repairs. The gentleman I bought it off of ******* ****** ###-###-#### will testify there was no damage to the door and quarter when he sold it to me. Please hold Bob Sumerel responsible. This has taken a lot of my time and has taken away a lot of the joy of owning my new purchase of a **** *** ********.                                                                                                                                                                                                                                                                                                                                                                 Thank you ***** ********** ###-###-####.

  

  Business response

  12/15/2021

  Due to the denial already being issued we will be unable to continue with this claim. We consider this matter closed.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While attempting to repair my a/c over a few weeks that ended up costing 2000 after correcting their own diagnosis, the ******** location ruined my ****** satellite in my car. I reported within 5 min of picking up my car. It’s been over 6 weeks. They claim to have ordered the cable they broke but I’ve never heard from them. They don’t even have my number. I’ve called not even once a week and it’s not a priority for them. Now they claim the part is in Indianapolis for the last 3 weeks. No interest in reordering. No apology. No follow up. Doesn’t even have my phone number. Nick (the manager here) is especially rude. Tells me to get over it. His son’s bat for his bd was late too. This wasn’t broken except by them. Then I requested he email me the part number. He never did. My dad followed up and Nick explained my car was difficult to work on. I’m using my phone data to hear ****** in my car. I can’t get this place to contact me. When I called he said he’d reimburse me if I got it fixed on my own. It’s been a colossal waste of my time and effort. I blame this “Nick” for his lack of effort and disrespect. Since this they were sold to AAA/*** *******. I’m forwarding to them too. I’ve paid too much money for their bad original diagnosis. Nick should be a mechanic only.

  

  Business response

  11/11/2021

  Hi *******, 

  I did not know of this situation. After reviewing the repair invoices, it seems possible that something was not connected on reassembly.

  Glenway no longer owns this business in ********, but we do have a repair facility on the Westside on ******** Avenue.

  I would be happy to take a look at the car and see if we can get the ****** system back up and running. Please call and ask for me or my Service Manager, Mike.

  Phil P*******

  ###-###-####

  Customer response

  11/11/2021

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

  

  Business response

  11/26/2021

  This was the Response from the Manager of the ******** AAA *** *******:

   

   I have talked to her numerous times.   She told me she was going to get the issue fixed a Best buy.  I told her we would reimburse her if that was what she wanted to do.  So I Left it at that.    Yes we broke the part.  And yes we ordered a new wire.  I canceled the order due to her saying she was getting it taken care of.   Haven’t heard otherwise

   

  -Nicholas A*******

  Manager BSTS ********

  Customer response

  11/30/2021

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

   

  This has been going on since Sept 29.  
  

  Unfortunately Nick forgets to mention he took my email to forward me the part information.  That never happened.  I called him back after my 83 year old dad stopped by to get the info.  It wasn’t useful info.  I’ve called back and the voicemail is full or he’s on vacation or he’s off work because it’s after 3 pm.  He’s never once called me.  Considering I had to sit in the waiting room while he figured out the part number he could’ve at least provided it.  He’s also told me don’t worry no charge.  I assume he’s being sarcastic. 
  

  It’s likely I need to get a new ****** system installed.  But I’m uncomfortable going ahead with that until I get something in writing with this promise.  
  

  Clearly any conversation with Nick is only worth the paper it’s written on.  Unfortunately for this franchise. 

  

  Business response

  12/06/2021

  The member will need to follow up with the Manager of the AAA Car Care location to resolve this complaint. The member will need to get the vehicle fixed and follow up with the Manager.

  Customer response

  12/07/2021

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

  
  My main complaint is this manager takes no responsibility.  Yes I’ll get my car fixed after they broke it. This would it have been a problem if the manager here had ever contacted me.  After promising and putting me out many times.  
  

  But I’ll do that.  If this place is now owned by AAA I’d have preferred a response by someone other than this particular manager again.  Nick something.  
  

  He was a jerk and is still behaving like a jerk.  Simply put.  
  

  id appreciate this Nick letting me know he’ll pay to fix.  After paying over $2000 for a car repair that was supposed to be under $1000 and repeatedly rude this is very unsatisfactory. 
  

  he can email me at any time.  He had me spell out my email many moons ago.  
  

  I don’t think he’s customer service friendly.  I’d prefer to talk to his boss but have no idea who that is due to the buyout.  
  

  This place probably does decent work if it’s simple but clearly not accountable and Nick alone is to blame.  He doesn’t seem to know what he’s doing or how to get a delivery made.  Truly awful with customers.  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My truck broke down on the highway about 4:30 0n last Saturday and I called AAA. SInce it was the serpentine belt belt I figured I could get the part and fix it the next day once they towed it home. They said they would send a truck in 75 minutes. Two hours later I called them and they said they could get a truck to tow me home and I had to leave it there over night and they would get it in the morning. SInce it was so late and the auto parts stores near me were closed I did what they said. I even asked them to tow me to a mall for the night to get it off the highway, but they refused. The next day I went to the truck to make the repairs. After fixing the belt, I started it up and discovered someone had stolen all three of my catalytic converters and left the tail pipes hanging. I drove it home sounding like a race car and took it to a garage to have it repaired. AAA never called me back on the next day and only after I called them they said they would send a truck by 6:30 that afternoon. I told them I was already home. They refused to refund my subscription and said they wouldn't renew it in June when it expired. They said they were sorry but would not conpensate me for the stolen converters which would have been prevented if they had told me they weren't coming earlier in the evening so I could get the part. I have paid for their towing service for years and they would respond when I needed it.

  

  Business response

  11/26/2021

  We emailed the member with an apology for the lack of service and explained that since his membership year has already started we are unable to refund dues, however we can set to cancel at the end of the current year. 

*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. ↩