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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 22, I reinstated my AAA membership to the Plus level. However, when I attempted to request a tow online that same day, I was informed that I was not authorized and needed to contact customer service. Upon doing so, I was told by the representative that since I had just started my membership, there would be a $90 fee for the tow if requested on the same day. I was advised that the tow would be free if requested the next day, so I requested the tow on June 24. My car was towed from ********* to ************This past weekend, I was contacted by the tow company(who has been harassing me) requesting payment for a 36-mile difference. When I contacted the tow company, they informed me that my membership status was listed as Basic. I called customer service and was then informed of a 7-day waiting period, which I was not previously made aware of. I was transferred to Member Relations, where I spoke with *******. ******* reviewed my account and listened to my explanation. Initially, she stated that I was prompted about the policy before making the request. To verify, I made a test request to the same facility and was not prompted about this policy. My status indicated that I was a Plus member throughout the request. ******* then informed me that nothing could be done and that my call would be used for training purposes. I found this response unacceptable and requested to be escalated to another representative or her supervisor. ******* resisted this option multiple times before placing me on hold and returning to say her manager, *******, would contact me, which never happened. It is unfair that I have to pay this charge when I was not informed about the waiting period by the representative or the system during the request process. If I was unwilling to pay $90, I am certainly not willing to pay for 36 additional miles. ************* I find it highly inappropriate that ******* suggested my issue would be used to assist others while offering no resolution for me.
Business response
07/08/2024
I write in reply to this concern, we will contact the member directly to discuss.Customer response
07/09/2024
Better Business Bureau:
I have received a call directly from the company in response to my complaint and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They agreed that it was a misunderstanding and chose to honor my original request. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Ciara SsekiziyivuInitial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am trying to cancel an auto policy with AAA agency however I cannot get through to them. When I call they hang up on me as soon as they pick up the phone. I replaced the car 3 weeks ago and just go the ** 6T from NYS DMV and I can't get through to them. When I called AAA direct they also hung up as soon as they picked up the phone. How do I cancel my policy?Business response
07/01/2024
I write in reply to this concern. We will contact the insured directly.Initial Complaint
06/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I paid AAA $177 yearly for service. On May 29, 2024 AAA hired a contractor *** towing to tow my vehicle to my address. They towed it on a flatbed and when he got there and realized that he couldn't push the vehicle by himself, he used some to put on both tires to push the car into a spot, which bust the tire. Now AAA don't want to pay for the tire, which they hired this towing company to tow it.Business response
07/01/2024
I write in reply to this concern. We will contact the member to discuss.Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been members of AAAs Roadside Assistance program for many years. On two different occasions (2 years ago and then again last weekend) our son ********, who works at night, has required the towing service. On both occasions, it was after midnight that he called but was told that they could not provide him with a tow truck. Both times he was told he would have to call back in the morning for help, leaving him completely stranded. The company prides itself on being there to help stranded drivers but apparently only does it when it is at a convenient hour. Completely unacceptable. I think other customers should be made aware that they cannot count on AAA to come to their assistance when they need it.Business response
06/26/2024
I write in reply to this concern. Member is a member of Club 036: AAA Northern ***********. Member would need to contact their home club ************.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Car had flat tire called for assistance at 6:00 pm did not get help till 9:30 pm.Business response
06/17/2024
I write in reply to this concern. We will contact the member directly to discuss.Customer response
06/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 7th at approximately 3:06 pm my son and his wife car broke down in **********, **. For the past 15 years I have purchased a AAA membership for myself and my 2 son's. My membership # is ****************. My son's membership # is #****************. The location of the breakdown was a very dangerous intersection. My son's called AAA immediately and requested a tow. He explained to them that they were in an unsafe location. He was told by the dispatcher that a tow truck would be there within 15 min. My son waited and waited. Police officer came and stated that the car need to be pushed to a safe location because it was in a very unsafe place and was causing traffic issues. My son stated that he had called AAA and due to health issues he could not push the vehicle. Several motorist push the vehicle from that location to a nearby gas station. Once at the gas station the owner came out and stated that he can't have his car hear. My son called AAA every hour on the hour. They stated that they had expedited his request. I was so upset that my son had been in the hot sun with his wife in a unsafe place waiting for a tow so I called AAA at 5 pm and at 7:05 pm. They told me that they had expedited his request for the tow and one of the dispatcher told me that his request was canceled. I spoke to ***** and ****. Now the gas station owner was upset with my son because he was blocking his customers from accessing the gas station. He stated that he didn't believe he was waiting for AAA because it doesn't take this long. My son then called a private tow company and they arrived within 15 minutes of his call. My son received an sms text message from AAA at 8:08 pm stating that they will arrive at 9:10 pm. My son paid $200.00 for the tow. On June 10th I called and made a complaint to AAA. (MCT#*******) I spoke to and emailed ***************************** and *******************************. They offer to give my son his membership cost and reimbursement for the tow.Business response
06/14/2024
I write in reply to this concern: we spoke to the member and based on the experience we have offered a membership for the household and to refund for the towing expense that was paid of out. Member has not submitted the receipt for us to review,Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied for expedited passport processing for 2 passports through a AAA- associated website called "Rush My Passport" ******************************** assumed since this service is associated with AAA that it was legitimate and trustworthy. However after I paid, when I tried to contact "customer service" via the phone, email, or chat listed on the referenced website, I cannot speak to any person or get any response at all. I went to my local AAA office to have passport photos taken, the employees were adamant that they knew nothing about this service and offered no help at all. For obvious reasons, I am very disappointed and upset. I have been a AAA member for many years. I don't know what else to believe except this is some kind of scam and I don't understand why AAA would be associated with something like this. If the service is legitimate then why does no one at AAA know anything about it. Why is there no available customer support? The phone number only goes to a recording, contacting the email address does not get any response at all and the chat link is a dead link that doesn't even work!! If it is a scam then why is AAA allowing their company to be associated with it and apparently endorsing it.Business response
06/11/2024
I write in reply to this concern. We will contact the member to discuss.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi I have been paying my flood insurance since 2016 in escrow of my account with PHH mortgage and recently I had a claim that I submitted and the company AAA in providence told me several ago that my name was added to the policy since my father has been passed away, I provided all documents including death certificate, deed, map of the town plot and lot and still they have not put me on the policy I have been paying this policy since 2016 and it has been the same each year. I demand them to put me on the policy as right now I have an open claim and the adjuster is REFUSING to submit my claim!! I told him I had an attorney and he REFUSING to contact my attorney!!! PLEASE Contact me and Help me immediately I have MOLD and DAMAGE in my basement due to all the water damage and I NEED immediately to get HELP.Business response
06/05/2024
I write in reply to this concern. We have forward this to the insurance department and someone will be reaching out to the insured.Initial Complaint
06/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had 3 cars fully insured by AAA. My daughter and husband were on the vehicles also. My daughter bumped a parked vehicle while parking. AAA put the accident/at fault under my name instead of my daughter's only after I didn't agree to renew my insurance with them. I have NEVER had an accident and I don't have tickets so I am highly offended. I want that accident/at fault removed form my record immediately.Business response
06/19/2024
I write in reply to this concern. Member would need to contact their home club .Initial Complaint
06/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called got help after my vehicle being disabled on the 278 bridge in ** .. I called at 12:15pm .. I did not receive help until 3:58 pm .. that is absolutely ridiculous ..and I want to report all the incompetent workers I spoke to on then recorded calls that did not properly assist me. As well as the dispatched drivers who was in route but never contacted me to verify my location . 4 calls was put it .. and it wasn't until the last one I was properly helped. THANK GOD for the police assist and tow that actually got me off the bridge .. buy the fact AAA did not do their job properly I am absolutely disgusted.Business response
06/03/2024
I write in reply to this concern. We will contact the member to discuss.
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Customer Complaints Summary
328 total complaints in the last 3 years.
119 complaints closed in the last 12 months.