ComplaintsforAAA Oregon/Idaho

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday June 15th at 12:08PM MT, I called AAA for roadside help as I had locked myself outside of my car. I was told a Locksmith was on the way and should arrive within about 40 minutes. I waited 40 minutes nobody shows up. I call again for an *** and I am told I need to wait another hour.....I wait another hour....nobody shows up......I call again and I am told I need to wait another 45 mins.....I wait another 45 minutes.....nobody shows up. I call again for an *** and I am told the *** is now UNKNOWN !! Now I was forced to call my own Locksmith (Discount Locksmith) and pay $114.00 for this service. I do this as per the suggestion of AAA....they also tell me I should be able to get my refund in a TIMELY manner.I demand a refund of $114.00 from AAA within 72 hours due to the extreme mental anguish and emotional distress that AAA subjected myself and my family to on June 15th 2024. This event was OUTRAGEOUS !!! AAA should have told me on the FIRST call they could not get anybody to me within a reasonable time and that I could call my own Locksmith and get reimbursed for doing so. Instead the LIED and LIED and LIED to me numerous times making waste my VERY VALUABLE time during this busy holiday weekend!I look forward to the PROMPT response from AAA.Sincerely,************************* *************************

  Business response

  07/18/2024

  Refund has been processed.

  Customer response

  07/19/2024

   
  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

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 7th at 10pm my van made a loud sound and broke down. We barely had time to pull over and it stopped in front of someone's driveway blocking it. I called AAA to get towed. The agent asked me my location and for the description of my van. I told him it was a 2012 ***** Express 3500 BOX Van. He asked me if it had a lift and if there was a lot of weight in the back. I said no lift and we had tools and a huge pressure washer. He said he would call for a tow. I got a VM and a text stating that a tow truck was on the way. An hour later I got an update saying it was taking longer then expected which was understandable for a Friday night. Finally a tow truck showed up. He came out and said his truck would not tow our van that he was told it was a passenger van. He said he would call AAA back and have them send out a bigger tow truck. I received a phone call 20 or 30 minutes later from AAA and the agent told me that they were not going to be able to tow our vehicle. At this point we're now at about 3 hours blocking this woman's driveway. He explained it was against their policies to tow a box van. I told him this is the only vehicle that we have ever had. I wasn't told about this policy when I paid for my AAA nor when I called for towing. The agent knew it was a box truck because he asked me specific questions about it. I expressed my frustration with this because we have been sitting for so long waiting for help. He told me to send him an email with a picture of my van and that they would try to make an exception for me because of the long wait. 45 minutes later I never received a call so I called customer service back. The lady that answered the phone was extremely rude said there was only two of them on duty and that she was not going to be able to help me and pretty much ended the call. I read the policies which did not state anything about a box fan. AAA left us stranded for pretty much 8 hours which we finally had to take care of the situation ourselves

  Business response

  06/22/2024

  We are reaching out to the discuss this with the member.

  Customer response

  06/22/2024

   
  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

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Joined AAA yesterday 5/13/2024, there is a disclaimer on their website saying ****************** If roadside assistance is requested at the time of enrollment, **************** will be provided, but is limited to Basic membership level services for the pre-existing breakdown. A $75 **************** fee must be paid when service is." I tried to used tow services today 5/14/2024, when I did request for service on the app a dispatcher called and said there is a 48 hour waiting period or I will incur the $75 dollar fee. I tried to explain to them no where on their website said there is a 48 hour waiting period. This website *************************************************************** show the fine print on the bottom before signing up for AAA. This is very deceptive where the fine print does not match what the company is saying. The dispatcher said they would not honor it and will relay it to their managers. Very frustrating when I paid for a service not to have it honored by the company.

  Business response

  05/17/2024

  Mr. In,

  Thank you for your comments on our terms and conditions and we will review them to ensure clarity.  Unfortunately you are not eligible for refund as we provided road service to you on 5/15/24.  Please let us know if our records are incorrect.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe stating that there isnt enough demand, from our membership, to continue offering notary services is not only incredibly irresponsible of AAA, but premature since AAA (still) hasnt even sent out a survey (as I was told in December by Tej Verde that AAA would do) SPECIFICALLY asking if Northwest AAA members actually want notary services or not to EVERY AAA member in the Northwest for AAA to actually know if thats true or not.As such, if you would, please honor what I was told by sending a survey to every Northwest AAA member specifically asking them if they want notary services or not for AAA to actually know if their members want notary services or not I would appreciate it.

  Business response

  05/09/2024

  We have numerous discussions with this member about notary services and we had previously offered to refund her membership dues.  She has our contact information so it is curious as to why she is using the forum.  Based on this information provided in this compliant we will issue the appropriate dues refund and cancel her membership.  We consider this matter closed.  Thank you.

  Customer response

  05/09/2024

   
  Complaint: 21687494
  
  I am rejecting this response because:

  In Re: *** 33 YEAR MEMBER REQUESTING NOTARY SERVICES PLEASE BE RETURNED TO NW ***.

  Dear *******************, NW *** CEO:

  Since I can see that you directly received this Im writing you directly.

  So your answer is to get rid of a loyal *** member rather than simply do what *** said theyd do?And Ive been a loyal member with *** 33 years (since 1991). Regardless, Im not sure why you would have such an issue with me contacting the Better Business Bureau for help considering nothing has been resolved (at least not for me), and Ive been asking (for almost 5 months now) for *** to please do what they said they were going to do by sending out a survey asking if *** members want and/or need notary services in the Northwest region since notary services are available with *** in every state Ive ever lived in - except Oregon. Matter of fact, when I first got to Oregon I went into my local *** office and while I was there 2 *** members walked in and asked for notary service to which the *** Representative told them *** Notaries are no longer allowed to provide notary services because it takes time away from other services - thats how I even discovered that *** in the Northwest doesnt offer notary services, and my fianc and I were both just as taken aback as the other 2 *** members since Ive only ever known (for 33 years) that *** has notary services included in its membership and my family and I rely on that since banks can only notarize certain things.

  As youre aware, I also never asked to not be a *** member - not over the phone or in writing - and Im not asking to not be a member now. Ive been a *** member for 33 years dont you think that with that type of loyalty I (at least) deserve to decide for myself whether or not I want to be a *** member? Or does *** no longer value loyal customers?..

  What I am asking, however, is that *** honor what I was told on 12-4-23 @ 3:22pm PST by *** Senior Manager, Tej Verde: *** can send out a survey in the next survey to see if members want the notary service to come back. The marketing department will send it out probably by the beginning of 2024.

  However, instead of *** sending a survey to every Northwest *** member to ask them specifically if they want and/or may need notary services, I was told by *** that instead *** chose to send out a basic survey asking a general open-ended question (and at the end of the survey) about what services they would like with *** - AND THE SURVEY WAS ALSO ONLY SENT TO CERTAIN *** MEMBERS.

  It was deceitful to only send a survey to only certain *** members and to not even specifically ask if they want and/or may need notary services.

  ***, you also sent me on a wild goose chase telling me to contact ***************************, Chairman at *** Global (whos also being replaced by ******************* any day now) knowing that neither ******** nor **** have any say over what goes with *** in the Northwest.

  As a loyal member I clearly value ***. I dont, however, appreciate being lied to by your Senior Manager, ************, and I definitely dont appreciate being sent on a wild goose chase by you and that you would rather lose a loyal *** member rather than simply and actually do what *** said they would do.

  And that is why, for me, none of this is (still) resolved.

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  4/22/2024 us date of my ******* attempt to apply for a Credit Card.This complain is not against a *** office, but against the *** website.I provided correct information on the *** website for applying for a *** **** Signature Daily Advantage Credit Card.I provided this correct information: my phone number, the last four of my SSN, and my zipcode. See uploaded documents.I get a text message and I click to verify my phone number. Then immediately the website says Sorry! We could not verify your information. Please check that you entered the correct information.***.com does not provide any technical support for their website and denies me the chance to apply for the credit card. I am told I must travel an hour to a *** office to apply. This is unacceptable.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2024, I filed a 1-star review on this BBB site about poor service received by ***. And it wasn't just that one time; I had prior negative experiences & was seriously questioning why I had been a loyal, paying customer of *** for 25 years when I rarely used the service. On February 19th, 2024, I received a call from ****, Fleet Director at *** re: my review. I vented, he listened, & the resolve was that with my new year starting in May 2024, he offered to pay for the membership dues for 1 year. I agreed. But I was charged $107.Then - I rarely use my 3 calls, but this year I did. March 30th, I called *** for a lockout. I had one of my original keys with me, but it wouldn't open the door. I was told 45min. I told the *** associate EXACTLY where my car was located, down to the exact space. I was in an empty parking garage at a busy shopping center, & it was a sunny Sat late afternoon. An hour later, I called ***. They said the case was closed. What? No, I'm still here. The *** assoc said the locksmith was at my ******* wasn't there, so he left. Again, what? No, I've been here the whole time. *** then sends a locksmith back out, & the 2nd one finds me. It's now been hours, I'm cold after a long bike ride & not happy. 2nd locksmith is VERY nice, so something doesn't scan here. I don't understand why the 1st locksmith would lie & say he was at my car?? It doesn't make sense. I later called the locksmith owner directly. He looked at the driver GPS & the notes. The 1st *** assoc did not notate that I was parked IN THE PARKING GARAGE. Only that I was at the shopping center by the ****** How in the world would *** expect the locksmith to find me amongst thousands of other cars??? The driver said he drove around a long time looking for me, tried to call (my phone was locked in my car) & finally gave up. Someone at *** fabricated the locksmith found my car & waited. That never happened. Called *** **** twice - no luck. I am a 25yr member. Disappointed.

  Business response

  05/09/2024

  We are in contact with the member to resolve the issue.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used truck in ************. On Jan. 19, while driving it home to ******* the brakes quit working.I called AAA for a tow and was told I should not have bought a truck with faulty brakes and that they would not provide me towing services. I was left on the side of the road to find a tow company to get home. I was charged $659.63 by *******************, ************.I have had AAA Plus 12 years. I called AAA on Jan. 29 to resolve the bill and spoke to the same person as I did on Jan, 19. I was told they would review it and get back to me in 2 hours. Its now Jan. 31 and I have not heard from them.

  Customer response

  02/20/2024

  I'm writing to let you know that AAA has refunded my money for the tow on Jan. 19th.

  Thank you for your help in resolving this issue.

   

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** has trip interruption claims through Allianz Global.Allianz has been giving me the run around for several months now. I had all of the necessary documentation to file a trip interruption claim and got the run around about sending in paperwork, contradictory to what I was told when i originally gathered information about purchasing the policy through ***. I have recorded calls where they state contradictory information as to what they ask for in the actual claim.They kept asking for the tow report, we sent it several times.I have a recorded call where the agent assures me that the actual bill for the auto repair is irrelevant to the claim and then when filing the claim they ask for it. we broke down in a small town and it was very difficult to obtain a receipt afterwards. They ask you to send in the repair bill and then they respond by saying they don't cover the repair bill. It is known that they don't cover the repair bill so why the need to mention this after ********** in and didn't include this amount in our claim.So after a few months of back and forth, they were able to finalize my claim which was for originally upwards of $1800, we know they only cover up to $1500. They said they would pay $490, which isnt even a third of what we filed for. They proceeded to say that they would only cover costs incurred within the first ********************************************* depth about trip interruption and no one ever mentions the 96 hr window, nor does it say that anywhere in any of the *** membership paperwork.I then sent an email, with the claim # in the subject line and asked to see the itemization of what they are paying out, and they keep saying they need a claim number from me. I sent them the claim number and they respond with the same bs. Now I cant see any claim information on their site as it appears they have closed the claim out. Very frustrating to deal with this company and horrible customer service.

  Business response

  01/30/2024

  We will reach out to the member and assist with the resolution of the issue.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called AAA Oregon/Idaho on Tuesday January 9th, 2024 to start a new Basic Membership for $73.00. I then used the service later this same day.I later discover that the membership does not cover both myself and my wife for our 2 cars. I would have to be with my wife if anything happened with her car while she was driving. As such I called AAA today January 10th, 2024 and asked them to cancel the service and issue a refund.I spoke with ***. *** said he will cancel the membership and issue a full refund of $73.00. A few minutes later *** calls me back and leaves me a message saying that since I had used the service once that he is not able to cancel the membership or issue any refund!This information is not in writing anywhere on the AAA Oregon / Idaho Website:******************************************************* How is a consumer to know what the refund policy is, if the company does not provide it in writing ? As such I demand the membership be closed and a full refund of $73.00 be issued today.Thank you.*************************

  Business response

  01/18/2024

  Membership refund policy is clearly stated on our website.

  MEMBERSHIP REFUND POLICY
  To the extent allowable by law, Members will not be entitled to a refund if:
  A Member uses any AAA ********************** during the membership year
  Any refunds due to the Member are offset by outstanding surcharges due to the Club.
  The Member is terminated for cause.
  Membership maintains active status, but a change in membership level, Associates or other type of coverage has occurred. Any resulting account credits will stay on the membership to be applied to the upcoming years dues.
  Membership is on Monthly Installment Plan.

   

  Customer response

  01/18/2024

   
  Complaint: 21126349
  
  I am rejecting this response because:

  This information is NOT posted anywhere on the *** Website.  If it really is, then kindly provide me with a direct link / navigation instructions to find such information.

  Website: oregon.aaa.com

  When you are unable to do so, I shall then expect a FULL refund.

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

  Business response

  01/30/2024

  We consider this matter resolved.

  Customer response

  01/30/2024

   
  Complaint: 21126349
  
  I am rejecting this response because:

  The business is not willing to show me exactly where on their own Website consumers like me can find information about cancel and refunds.

  They say it is there, but they do not want to show me or anybody where exactly ??? I cannot find the information anywhere.

  Sounds very anti-consumer if you ask me.  They just want to sweep my complaint under the carpet....and act like it does not matter.

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

  Business response

  02/09/2024

  The member has been directed to our website for full detail on membership benefits and refund policy.  The member received roadside assistance during the membership term which makes it ineligible for refund.  We consider this matter closed.  Best regards.

  Customer response

  02/09/2024

   
  Complaint: 21126349
  
  I am rejecting this response because:

  Once again, *** refuses to share evidence of WHERE this information is located as I have spent days and weeks looking at every nook and cranny of the *** website....and I am not finding the information they claim is posted.

  This is obviously some sort of scam.

  If it is not a scam ...then *** can show me CLEARLY where the information is posted on the *** Website that makes it very easy for consumers....right ???

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

  Customer response

  02/16/2024

  *** offers a 1 Year Money Back Guarantee and they sent this information to me in the mail. (see attached image) The *** 1 Year Money Back Guarantee simply and clearly states: "We guarantee your satisfaction with ***, or your money back. So, please use our services freely, with maps and travel guides at no extra charge, and exclusive *** discounts. If, at any time during your first year of membership, you decide *** isn't right for you, simply cancel. We'll refund the unused portion of your first year's dues. No questions. No hassle." A reasonable consumer would read this and conclude that they are allowed to freely use ANY *** service and if they were to cancel within the first year....they should expect a refund that could be pro-rated for the unused portion of the first year that remains. I attempted to point this logic out to ***, and got this response: "On Wed, Feb 14, 2024 at 3:20 PM *************************** wrote: Hello **************, The direct mail flyer you referenced allows for a refund within the first year, provided no *** ********************** entitlements have been used. The other services mentioned on the flyer (maps, travel guides, and exclusive *** discounts) could be used without affecting the refund." The 1 Year Money Back Guarantee has all of a sudden changed ???!!!??? How is a reasonable consumer supposed to know about information that is not included in writing ????? I would suggest *** change the 1 Year Money Back Guarantee to read as, "So, please use our services freely (***Except for *** ********************** entitlements***), with maps and travel guides at no extra charge, and exclusive *** discounts." This way consumers would KNOW that if they were to use a *** ********************** entitlement, they would not be able to expect any refund. However since this information is MISSING all together, *** needs to honor what they have in writing and provide me a with a refund of $68. Thank you. *************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27 I accidentally locked my keys in my van, so I called AAA at 9:00am. Someone from Buddys Towing showed up at 10:30. He attempted to open my passenger side door with a metal slim *** that was not padded. He not only failed to open my door, but he caused extensive damage to the inside and outside of the door, and to the dashboard. He left, telling me that he could not open it. AAA does not have a right to send an incompetent person to help me. At 11:00 I called AAA and told them that the person they sent did not know how to fix it, and please send someone else. He said that someone would be there by 1:00. Nobody showed up, so at 1:30 I called AAA. I was told that they are looking for someone to fix it, they have not yet located a locksmith. I asked them why they told me someone would be there at 1:00. I did not receive a response. They called me back at 3:00 and stated that they are not able to locate a locksmith in the county of my location, therefore they will not be providing me with the lockout services that I have paid for. I asked them why it took four hours for them to determine that they were going to refuse to provide me with services. I received no response. AAA does not have the right to refuse to provide me with services that I have paid for. With a simple ****** search, I located 11 locksmiths within an hour of my location. I called **********************, and they arrived in one hour. They quickly opened the driver side door with a padded ***********, doing no damage to the door. AAA owes me $225 for this service. AAA does not have a right to keep me waiting for 7.5 hours. I am owed compensation for the 7.5 hours that I waited outside for service. I am retired, but when I was working I was paid $35.74/hour for my time. Adjusted for inflation my time is worth $46.26. Because I waited outside in the cold rain for 7.5 hours, it seems fair to double this amount to compensate me for my extreme physical discomfort. The amount that is owed for my time is $92.52 x 7.5 hours, total $693.90. Plus $225 for the locksmith, the total that is owed to me is $918.90. In addition I have not had the opportunity to get an estimate for repairing the damaged door and dashboard. I will of course expect AAA to pay for this repair.

  Business response

  01/08/2024

  We will contact the member and resolve the complaint.

  Customer response

  01/08/2024

   
  Complaint: 21100762
  
  I am rejecting this response because: I have not been contacted by the business. The complaint is not resolved. 
  
  Sincerely,
  
  ***********************

  Business response

  01/30/2024

  We believe that this is in process of being resolved.

  Customer response

  01/30/2024

   
  Complaint: 21100762
  
  I am rejecting this response because: I have been told that someone is working on it. This is not a resolution, and might be another con from AAA. This should have been resolved by now and these time frames are unacceptable. My complaint is not resolved until I receive a check.
  
  Sincerely,
  
  ***********************

  Business response

  02/19/2024

  We are in contact with the member and we are trying to resolve the matter.

*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. ↩