ComplaintsforAAA Club Alliance

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today Saturday feb 23 2024 i called aaa at 6:20 am. Car was shut off and not in a safe location and needed a tow truck. Was told one was dispatched waited an hour it never came, called aaa again had a 2 tow truck dispatched waited over 45 min no one ever came. Sat outside in the cold over 3 hrs tow truck still hasn't come. Still currently waiting it is now 9:50 am.

  Business response

  03/23/2024

  Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.
  
  Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern.
  
  I am providing a copy of your comments to the appropriate management team to ensure that corrective action is taken.
  
  We appreciate your continued support through membership and are confident that the next time you call upon AAA for service, your experience will be significantly improved. Meanwhile, we are pleased to update your membership with a credit in the amount of $75.00 toward your next renewal.
  
  Once again, thank you for giving us the opportunity to improve our service for all AAA Members.  Please feel free to contact us with any additional questions.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue started with Triple AAA 8/30 at 630pm when my Explorer started driving funny and not wanting to shift. I had to then pull over in a Rite Aid parking lot where I decided to call Triple AAA for a tow. I spoke to a representative that told me it would be a estimate waiting time of 150 minutes. I waited for a hour at 735p then called to get a ETA I received a recording stating a tow truck, driver wouldn’t be available until 9:07 PM. When the tow truck finally arrived after nine. I called my ride and was finally able to go home. The tow truck driver, then text me and explain that he had dropped my car off and a triple AAA Location on ******* Road. The next day, the chipotle location called me and explained to me that I had to take my SUV to a Ford dealership. I then call AAA again today 8/31 at 2:35p to pick my suv up from the AAA body shop and tow it to the dealership on ******* Avenue, which was York Ford. When I noticed I never heard everything from a tow driver after a few hours I called again for a ETA at 5p and received a automated message stating my SUV will be at the dealership by 5:15p. Then called the dealership to let them know my SUV was on the way. A representative then called me at after 5 o’clock to explain to me it was one vehicle still in front of my SUV to be towed to the dealership I explained that I had called in for a tow at 2:35 and that I called again for a ETA at 5p and received a automated message stating my SUV will be at the dealership by 5:15p. By 530p the dealership was closing and I had never heard anything from a tow truck driver. While at home trying to figure out where my SUV was a tow truck driver then caused me after 9:00 PM stating that he had dropped my SUV off. When I said, are you serious at 9 PM? He then asked what kind of SUV do you have? I think I called the wrong number. So I’m now home, unaware of where my vehicle is. I called AAA for supervisor and someone put me on hold, then hung up with on return call!

  Business response

  09/12/2023

  Ms. ****** places the service call at 245pm and was quoted 150 min with an ETA OF 515PM. Our driver did arrive a bit later than expected but arrived on location with the vehicle at 558pm, about 45 min later than expected. The members vehicle was being towed unattended and was in a safe location. The delay was unexpected and we do apologize for the delay. The service call has been removed due to the delay.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today was YET ANOTHER occasion in which AAA roadside assistance did not show up, despite being told MULTIPLE TIMES that my daughter was not safe (on an expressway in MI, over an hour from home, alone, in a construction zone!). My daughter popped two tires in a large pothole and called AAA at 11 AM. They told her it would probably be within the hour. It is now over 4 HOURS LATER, and she has called 6 TIMES, being rerouted to various phone operators telling her the tow driver was busy but that someone would be coming. Mind you, it is a beautiful summer day, so why are they so busy? She waited, called her father crying, because cars and trucks were passing by so closely. Her dad called a few times telling them she was unsafe and alone. He was told someone was coming, Then I called and was routed to someone in NY, who said there was no record of her request!! She transferred me to someone in Tampa, who sounded extremely elderly and annoyed, and I could hear him typing in a "hunt and peck" fashion. He also could not find the request. He finally put in a new request. She is still waiting. Her phone battery is near dead and her dog is home alone. She had to call off work, and now she will probably not even be able to get the tires put on today, as it is getting so late!! We are over an hour away but would have come up there if they would have just told us they had no intention of towing her car! This scenario also happened to me about a year ago and to a friend of mine shortly before that. My friend waited over 6 hours, alone, at night and was also eventually told they lost the request, even though she had called multiple times and they had the request at those points. Obviously, AAA doesn't have enough towing contracts and plays this game of "we're coming, we're coming, oops now we can't find your request" to hide this fact!! People's lives are at stake! My daughter just called another towing service and is paying for a tow to get to a safe place.

  Business response

  09/12/2023

  We are so sorry to hear of the experience while your daughter was traveling in Michigan. She absolutely can file for reimbursement for the outside tow service by submitting a reimbursement at the following link: *******************************************************

  Because your daughter did experience this less than satisfactory service we would be willing to cover her dues for the next year. We would have offered to refund the dues that were paid for her membership but she was a free associate. Please again accept our sincerest apologies for the handling of her service request and trust that we will address the concern with the Michigan club. 

   

  Thank you

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AAA for trip number ******. I was denied the ability to use my battery replacement member benefits. My car was repaired, but I was forced to pay full price for a replacement battery. When I contacted AAA customer service on 2/27/23, they confirmed I had battery benefits available for use.

  Business response

  03/16/2023

  I have called and left a voicemail advising that we are processing the reimbursement for the battery that was paid for. I apologized profusely for the mistake and provided my number if the member has any questions. The check should arrive in 7-15 business days.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My two sisters and I have a planned up coming trip to Jamaica on 03/09/2023. The total package trip for the three if us is $4285. My one sister paid $1499, my other sister paid even less then that amount I paid $2328, which the travel agent and her supervisor admitted to me yes I over paid, but they both told me it was nothing they can do about it. They claimed my money has already went to the vendor. They even suggested I ask my sisters for my over payment. I even paid insurance for this trip. All I'm asking is to be treated fairly and for my over payment be refunded back to my credit card. I made a total of 3 payments for this trip.1st payment$658, 2nd payment $500, 3rd payment $1170.67. I don't want to cancel my trip I just want to be treated fairly.

  Business response

  02/06/2023

  Hello, 

  I am forwarding this concern to the appropriate person for Travel. 

  Thank you,

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

  Business response

  02/07/2023

  Hello, 

  This client originally had a separate room.  When her roommate cancelled she asked to be added to her friends room and they then purchased a larger room to accommodate 3 people.   The cost of the trip then increased significantly due to the room size changing.  The additional cost was charged to this client as the others only upgraded because this client wanted to room with them.   This client then complained because she was charged more than the others.  We explained to her that the cost difference was due to the room change.  She had requested that we give a  refund from the vendor or AAA for the difference that she paid.  We explained to her that we cannot refund and there was no overpayment made....this was the cost of the room upgrade and the amount owing was paid in full.  I did offer to pay for a brand new AAA membership for this client but she was not interested.   We then suggested she ask her travel partners if they would split the additional cost for the upgraded room with her and they said they wouldn't  because they had a room originally and she was the one who wanted to get added on and agreed to pay for the upgraded room.   This client did make the final payment knowing exactly how much she was paying and agreed to the payment.  Two weeks later she then came in to complain about how much she had to pay.   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Honda Accord was grinding when the push start was pushed. I initially went to the Honda dealer and was told I needed a new starter but their quote was way out of my budget at the time, so on 10/28/22 I went to the AAA on Meijer Dr to get a quote for a starter. I told the desk person that I originally went to the Honda dealer and was told I needed a starter and would like to get a 2nd opinion. The quote I received was more reasonable and a new starter was installed. Hindsight is 20/20 and I wish I would have stayed at the dealer because the customer/mechanical service was HORRIBLE at the AAA Meijer Dr. location. I had no idea a simple starter replacement would be so worrisome. So AAA on Meijer Dr replaced my starter on 10/28/22 the next day I was still experiencing the same issue with the grinding noise, so I took my car back in and was told the new starter was defective so they put another one in. Two or three days later my car wouldn't start at all. It had to be towed back to AAA on Meijer Dr. They clearly don't have a clue of what they are doing. When inquiring about what is going on and why didn't my car start, they were very shady and never gave me a clear answer of the issue. I decided then I DON'T TRUST them. My car continued to have the same issue despite being serviced at the AAA on Meijer Dr. THREE times in less than two weeks!!! I eventually went back to the dealer and of course they replaced the starter CORRECTLY and my car is fine now. I was told by AAA on Meijer Dr. That the stater I paid $514.35 for on 10/28/22 was under warranty. So when I called and spoke to the manager Jack, at AAA on Meijer Dr. to ask for a refund, he refused. The manager Jack was very rude, unprofessional, unsympathetic and cocky. If the starter is under warranty and did not work, why shouldn't I be refunded??? I have attached the AAA and Honda invoices.

  Business response

  02/15/2023

  We attempted to assist the guest with the install of a Starter that the local Honda dealer stated she needed on her car. We asked the guest if we could Diagnose the starting concern and she just wanted us to install a starter. We completed the repair. A short time later, she had another concern with starting. We replaced the starter under warranty. We also performed a TSB on the flex plate at no charge. The guest has moved *out of the market and I continuing to have concerns. We would happily diagnose the concern, but the guest has moved away. She is requesting a refund. We are processing that now. We will be glad to actually diagnose her concern if she is ever back in the market. 

  Customer response

  02/17/2023

  [BBB Transcription via Email]
  Complaint: ********
  
  I am rejecting this response because: 
  ****** ********
  10:22 AM (16 minutes ago)
  to me
  
  Okay thank you
  Reply: 
  Just to clarify, I did not move away, not sure where that info came from. I was visiting in Ohio when my starter had issues. I gave you multiple times to fix the issue. My car was there on 3 separate occasions with the last time being when it had to be towed there because it would not start at all. If you put a new starter in, what is my car not starting at all?? I stopped trusting you guys after that. After 3 tries my car still had the same issue. I went to the dealer and they put the starter in CORRECTLY and I have not had a issue since. I just want a refund ASAP. 
  

  
  

  
  
  Sincerely,
  
  ****** ********

  Business response

  02/17/2023

  It is our pleasure to Send the refund. It is being processed and will be to you within 10 working days. We appreciate your patience 

  Customer response

  02/21/2023

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

  Customer response

  03/01/2023

  [BBB Transcription via Email]

  ****** ********
  Tue, Feb 28, 7:52 PM (12 hours ago)
  to me
  
  Hi,
    I know I stated I would except the resolution because the owner called me and he was processing the refund. I just got the check and it is only for the actual part and not for the labor and taxes. I am not accepting this. I want the total amount refunded. I don’t think I should have to pay for their incompetent labor. So is there a way to reopen this or do I need to submit another complaint? 
  ****** 

  Business response

  03/02/2023

  We are refunding an additional 254.00, That amount is an additional 50.00 more than the guest paid. We consider this concern closed. 

  Customer response

  03/13/2023

   
  Complaint: ********
  
  I will accept/closed this complaint once I receive the check. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My suv was towed to the airport hwy location on 11/18/22 by AAA driver. I didn’t get my suv back until 11/26/22. I was worried about wheel popping off or axle breaking. My suv was in my possession at that point less than 45 days. When I was giving a quote it was 800 something at 1st. Then I let them know I had a warranty it came down to 590.05. I paid 132.43 out of pocket. But now my suv that I just purchased is loud! It was not loud when I bought it. It was not loud the day it was towed in. I know a little about cars and I work on them so I know how my suv sounded. I go to work early in morning and my car didn’t make this much noise. I don’t want to get police involved but I will. I haven’t had that suv for 45 days I would have NEVER bought a car sounding like it sound now. NEVER! I will be taking it to another shop to have battery looked at to see if it’s new and my exhaust system to see if any new cuts have been made on it. I can’t believe this I trusted them. Which my battery is not even on my invoice. Mileage in is the same out. How could he do a test drive? I did call as soon as I got home and asked about it. That’s when I was informed it is driving like it did before. It is definitely not. The person I car pool with even said it is MUCH louder. One thing I loved about it was how I couldn’t tell if it was on!

  Business response

  12/12/2022

  Hello, 

  We are looking into this complaint and will respond with a resolution. 

  Thank you,

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

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called AAA, they sent United Roadside towing in Maumee to replace a battery. First new battery they put in didn’t work at all and the second one did, and doesn’t work after 6 days. They are not returning my call and I would like a refund for the $272.01 I paid for a battery. That’s robbery on its own.

  Business response

  11/08/2022

  I have spoken with the member. He is wanting refunded for the battery that he purchased from AAA. I told the member that he could file for battery warranty reimbursement but he would have to show proof that the battery failed and also a purchase for the new AAA battery. Member stated that his car has already been transported to Canada. I explained that we cannot refund for the battery as the battery is still in the vehicle and once a battery is installed all sales are final.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When your vehicle breaks down in THE MIDDLE of airport hwy where the speed limit is 50-55mph and people drive 60-65mph. You get someone to help push you into the very next parking lot which happens to be AAA . So it’s been in your “to do” list to sign up. You go inside become a member pay in full, and you get told “call to have it towed tomorrow to avoid the extra service charge since you haven’t been a member for a full day yet” so I do . The next day being a Sunday that specific facility isn’t open on sundays but why should that matter?? Oh because it’s a liability on IF they were going to service my vehicle , because it is in THEIR PARKING LOT.. I DIDNT CHOOSE TO BREAK DOWN IN FRONT OF YOUR PARKING LOT!!! IF IT WAS MY CHOICE THE CAR WOULDNT BREAK AT ALL. I’ll be sure to tell my little Honda to break down a little further down the street next time though so I’m not accused of doing something “sneaky” I’m sorry your parking lot was the safest choice I had to get out of the road before someone hit and killed me though! But wait… there’s more!!! I signed up for the policy that covers 100miles and because it’s not a full week, I only get covered for 5miles!! Which means I would STILL have to pay $60 to cover where I want my car towed! THANK GOD IM NOT IN A CITY WHERE I DONT KNOW ANYONE BECAUASE I WOULD LITERALLY BE STRANDED IN MY CAR SINCE SATURDAY AND IT IS NOW MONDAY!!! Oh and maybe if I would of known all of this ahead of time I could of just paid a friend of mine like I originally wanted to and it would be already getting worked on!!! So instead I had to find a ride to my car TWICE now missed TWO DAYS OF WORK, wasted other peoples time twice, just to still let it sit here!!!! Otherwise I would have the extra fu**ing $60 to have it towed RIGHT NOW! since day one I have been given false information and have wasted my time and money on “emergency” roadside assistance let’s not forget the gas I’m replacing in other peoples vehicles just to get to my Vehicle again for

  Business response

  10/11/2022

  Hello, 

  One of our Member Relations Team will review the issue and respond. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a AAA Club Member, and I called for roadside assistance on 12/27/22 for a battery replacement. My last battery had been purchased from AAA two years ago, and was eligible for free replacement under warranty. The driver said he could not replace the battery for free because he didn't have any record of my previous purchase. He did tell me I "have pretty eyes" and maybe he could replace it for free after his shift. I called the number on my card again asking for them to straighten this out with the driver, but the driver changed his mind while I was still on hold. The driver decided, out of nowhere, that he could replace my battery under warranty. He did this while asking questions about whether or not I had a husband home. I ignored his questions, and was obviously very irritated. He offered to fill up one of my tires which was running low on air, and I was happy to let him do so. He overfilled all 4 tires, and exploded the driver's side rear tire, loud pop, blown out tire. He said he had to leave on another call, but gave me his cell number and offered to come back after his call. I said no thanks, and called AAA, this time for a tow truck. The crazy driver left. While I was waiting for the tow truck driver, crazy driver started TEXTING my cell asking if he could come back and pick up "something he left at my house." I was honestly so freaked out, and asked my neighbor to keep an eye out for me. The tow driver came, was very professional, and took my car to a garage to get the tire replaced. The crazy driver called me hours later that night seeing if I needed a ride at 11pm after his shift. I called AAA and spoke to **** who emailed me a form that I needed to print, fill out, and mail back to the office in NJ. Then I received a call from someone else in AAA who took my whole statement regarding the crazy driver. I printed, completed, and mailed back the form, and heard nothing from **** for a few weeks, and I could not reach her by phone.

  Business response

  03/14/2022

  I have contacted the member and we have received their Release of Claims form and will be processing the check in the amount of $194.70. The check should arrive 7-15 business days from Friday 3/18/22. Member thanked me for calling.

*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. ↩