ComplaintsforA A A Miami Valley

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted AAA several weeks ago asking per me having AAA RV plus if AAA would tow my RV from the dealer to my home 15 miles, 15 minutes away. The representative didn't ask my AAA number but said yes they would. We are selling the RV and have sold the truck we transported it with. When I called AAA today 05/03/2023 and was told this was not a covered service since the RV wasn't incapacitated. I asked for a supervisor and was told I could only pay to have it towed under a cash option thru the AAA tow service. I had to pay $300.00 to have it towed 15 miles. I have had AAA for 16 years and have never had a single call with them for the RV.

  Business response

  05/19/2023

  I have called the member and left a voicemail with an apology for the experience. The membership does not cover towing for the purposes of buying, selling etc. The vehicle must be disabled prior to calling AAA for service. I did offer to cover half of the tow as a gesture of goodwill. Provided my name and number and email for member to send receipt.

  Customer response

  05/27/2023

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 24 my van got stuck in a open vacant parking lot. Very littke snow but my tires wouldn't grip. Son called for help from AAA which we are both members. He was minutes from home stranded. They just refused to help with no other alternative. They said they weren't helping anyone in our area. He could have died in the cold. I called later to try and get my van out and was disconnected. My son's calls were disconnected too making us to keep calling. One agent told me they weren't helping, one agent gave me a 8 hour call back time which l told her I'd call back the next am to get service. I called that morning and was told they weren't doing services for any snow related issues. no pull out so l recommended l get towed and she refused that too stating their truck's might get stuck. As a member, my son and myself were treated unfairly causing my son to miss work, out of pocket expenses and sickness due to having to resolve getting my vehicle home.

  Business response

  01/11/2023

  We have reviewed the call recordings from when the member called and requested service. *** ***** was wanting to place a service call appointment for the next day. We advised her that we do not make appointments and that we do not service vehicles that are snow bound. The first call had been disconnected due to no fault of the call taker. The second call was ended by the member. *** ***** was safe at her residence as she had advised both call takers. During the weather emergency we were prioritizing those members in dangerous locations that were with their cars. As *** ***** was no longer with her vehicle and her vehicle was in a parking lot, a safe location, we were unable to provide service on the day she called and we could not schedule service, as it is not something we offer.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  1/7/2022. Called AAA (I am a PLUS Member) for a flat tire. We were not able to get the lug nut off, so the tow truck driver (Truck was from **** ******) said it would have to be towed. We asked for it to go to our mechanic. He stated no problem. This was at 12:30pm. At 7:00pm - my mechanic calls to let us know he just received our truck. He stated he spoke to the tow truck driver had called him earlier and he told him he would wait on him so he could put a jack under the rim since tire was off the rim. At 6:45 - the mechanic heard keys drop in the drop box and sees the driver get in the truck and drive off. After reviewing his video camera - the tow truck driver drove our truck on to the lot. It is a tight lot - but the tire is not on correctly (obviously because it was flat, I have photos of before and after. I immediately clocked out from work and called AAA to complain. The rim is now not useable. I called again on Monday (this all happened on Friday). - got to a voice mail, Long story short - I have gone circles trying to get this taken care of - their lack of caring cost me way more than a flat tire. AAA has been no help - but are constantly sending me renewal notice. If it's going to cost me more (with no back up from them) to use their service - it's not worth it. The tow truck driver did the damage - and I can't even get the representative to call or email me back.....contact for complaint is: ******* ******* - Senior Case Manager, Member Relations ************. *********@aaa-alliedgroup.com. I have sent her all paperwork, photos etc., on January 13, 2022. Received 1 email where she wanted the video from my mechanic (**** ****** **** ****) who took care of my vehicle. I sent her his info - he has since told me the video is on auto record - where it just keeps recording over itself - he did not think to make a copy. But the fact is the **** ****** driver did damage to my rim. I should not have to pay for that.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Monday November 8th I experienced a dead battery and called AAA Miami Valley for a jump start. I have been a AAA member for over 40 years and always found them to be reliable. This time it was seriously different, The representative tested my battery and informed me it had passed away and if I would like him to replace it. After discussing price and guarantee I authorized the replacement as he said he had a compatible one on his truck. Here's where this gets stupid. The guy removes my old battery but he is struggling with making the cable connection properly, stating that the connector did not fit the post of the new unit and if I had a screw or a small nail to put in between the connector and post. Okay, that's weird - right? I supplied him with a small nail and he proceeded with the installation. Now he asks me to start the car but there is no power. I have no interior lights or dash lights. But my headlights are on ALL THE TIME and the ignition on my 2008 Lexus GS 350 is off. Still, there is no juice to the starter. He gets on his cell and discusses the situation more than once with an unknown who is apparently no more talented than he. After this exercise in futility it is decided that I should have it towed. My car was dropped at my mechanic's location, USA Tire on Dorothy Lane. I had a battery cost of $175 - still no car to drive. Two days later John of USA Tire calls to inform me that the main fuse in my Lexus was blown and that the battery cables were reversed. REVERSED! This experience cost me an additional $400 in parts and labor. Several days later, after the main fuse body was ordered and installed my next bit of info from the mechanic was that the car was now running but it was all haywire. Lights and gauges intermittent and my safety system was not reliable. Cause: fried computer and $600 more. Claim filed with Customer Service resulted in total lies from the agent. Incompetent and irresponsible criminals represent AAA My claim has been denied.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/02) */ Contact Name and Title: ****** Oconnell, MR Supvr Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaa-alliedgroup.com The damage that Mr. ********* is claiming is showing to be pre existiing as the vehicle did not start prior to the new battery being installed. THe driver has notated that the battery cable would not tighten on the post of the old or new battery. Because of this the damage claim was denied. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The assertion that any cable was loose prior to AAA reps arrive is blatantly untrue. The hood was never opened until the agent was there. AAA never addressed the fact that the rep couldn't get any power to the ignition and that subsequent inspection by USA Tire revealed that the cables were connected in reverse. AAA management, by refusing to substantiate my claim by contacting my service center, are protecting a company with incompetent personnel who are committing criminal damaging of my property. I will not be satisfied with anything less than full restitution for the repair of my Lexus. Business Response /* (4000, 9, 2022/02/14) */ This damage case has been denied and closed on our end. The member is able to contact their insurance for further subrogation.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 10, my car failed to start while in a drug store parking lot. I called AAA around 2:30 battery/electrical check-maybe it needed a jump. They said they were running 120 minutes. At around 3:30 a customer of the pharmacy fixed the electrical connection. I promptly called AAA and cancelled the call. When the call connected, the machine asked if I wanted to cancel and I pressed the # for cancel which then switched me to a 2nd machine that asked me again. I shouldn't have to press cancel more than twice-I was driving by that time and being on the phone is how accidents are created. So I figured it was handled. It was not. Starting at ~9:20 that evening I got multiple calls from 4 different numbers. My phone doesn't ring if I get calls from non-contacts so I did get a message that somebody was at the drug store and texting meet me at my car. I replied that I had cancelled at 3:30 that afternoon. Then there was an auto reply text saying Thanks again... My questions are-who were all these other people purporting to be with AAA? Why didn't my call cancelling the service get to the drivers? Why, when it was stated at the time of my call that calls were running 120 minutes? Nearly 420 minutes later the call was answered by the drivers. This is unacceptable. I don't want to be a member anymore, and I've been a member for >30 years. The road service is horrible. When I called the main office in Springfield the 2nd time, the girl couldn't find the number for complaints for road service saying it was a different division. I feel unsafe having 4 guys call me multiple times 6 hours after the call was cancelled. I don't need to have that happen again. The pharmacy was closed by 9; I could have been robbed as the entire electrical system was down and the windows wouldn't go up. I just paid my annual bill on December 30th of $70. I would like a refund. I don't want to do business with this company anymore. I have multiple screenshots of the calls which are available upon request.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/02) */ We apologize for the service experience but once a membership is paid we do not offer refunds. We can set the membership to cancel effective the expiration date of 1/1/2023. If that is accepted the member can reach out to our membership department. Consumer Response /* (3000, 7, 2022/02/04) */ My response: I'm not satisfied with the AAA's response. I've been a member for 13 years and that's just in this chapter--I was a member for a lot longer out west. I made my mistake in blindly trusting in them and paying your dues expecting that good service would be provided and not checking their reviews. Their we don't do refunds call the office response is unacceptable. The membership dues and not providing a service when requested is a license to steal. I was given a 120 minute response time, instead it was 420 minutes . I figured the AAA drivers were calling me to get credit for a no show on the part of the subscriber. It seems like a scam to me. Business Response /* (4000, 9, 2022/02/14) */ We again apologize for the experience during a call for roadside assistance. We attempt to provide the most up to date response times to our members. Sometimes those repose times may be longer due to volume or weather related events. We hope that the next time service is needed we will meet response time expectations.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021, my daughter called AAA to have her tire changed. An employee with a AAA logo on his pickup was sent to her apartment in ************ ** to perform the service. The following week we took the vehicle to our mechanic *************** ********** in *********** *** to have the tires changed. The person that changed her tire had screwed the lugnuts so tight that they had to be filed down in order to get them off. As you can tell by the pictures, the only way to correct the damage involved ruining the rim and rotor. I immediately contacted AAA. At first, the customer relations employee I was assigned to claimed that AAA was not at fault, as they'd contracted with the garage. I pointed out that the pickup had a AAA logo -even if it hadn't, it was still someone hired by AAA. They offered $100 in compensation. I challenged this, and they came back with an offer of $305. I asked that the claims department contact my husband and/or our mechanic for a better explanation, which they did not do. I also requested that their "master mechanic" call my mechanic. This request was also denied. I spoke with a lady named ***** at AAA in Cincinnati today; she told me that this is their final offer. I feel they should pay the full amount ($799) since their employee caused the damage & therefore their company is at fault!

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/02) */ Contact Name and Title: ****** ******** MR Supvr Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaa-alliedgroup.com We have reviewed the concern and the damage the member is claiming has been addressed and the offer has been made. We are unable to offer any additional. Once the Release of Claims has been signed we will be able to reimburse the amount on the form. We are unable to approve any additional amount. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the complaint states, the technician employed by AAA changed the tire on our Jeep. We took the vehicle to our mechanic the following week in order to have the tires changed. Our mechanic was unable to remove the tire without completely ruining it, as evidenced by the photos I attached to my complaint. I felt the AAA employee addressing this issue didn't really understand what happened. I asked that the AAA mechanic contact my mechanic for an explanation. This request was ignored. The AAA employee was 100% responsible for the damage and should therefore the company should be 100% liable for the bill of $799. The company sent me a release to sign (I received it yesterday) for $305.75 I don't see how this could be acceptable. I expected better customer service from them - and I was hoping that the BBB could help me. They ruined my tire! My mechanic has been in business for 36 years and knows what he's doing. This is not right, and I'm sure none of the people involved would appreciate this treatment if the tables were turned. Business Response /* (4000, 10, 2022/02/14) */ with the determination that was given, we are unable to offer any additional compensation. We consider this matter closed.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Been AAA member for years. Trying to get car towed from repair shop to our home so it can be sold for junk. Have towing up to 100 miles. Round trip to get car only 22 miles. They are telling me since the car is fixable they won't tow it even though representative told me in my position she wouldn't fix it.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/17) */ Contact Name and Title: ****** ******** MR Supvr Contact Phone: XXXXXXXXXX Contact Email: *********@aaa-alliedgroup.com We do not cover tows for the purpose of not repairing the vehicle. AAA Roadside Assistance is for when the vehicle breaks down and we will tow it to a repair shop or residence. If the vehicle is at a place of repair we do not cover towing it home. This is explained in our member benefit guide. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They don't give guidelines. And that is outright lie about not covering tow if fixable. Had repair shop willing to say it was unfixable because of cost and age of car then AAA picked it up and towed it to our residence.

*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. ↩