ComplaintsforAAA Northeast

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 10th requested towing service at around 10pm EST from the *** app estimate arrival 11:50 but the towing never showed up and we needed submit another towing request on the app and then another hour estimated arrival still no tower showed. I contacted *** customer rep asking where is the tower as my wife has been waiting almost 3 hours and she stated the tower is on it's way and should arrive in 15mins. Well tower still never showed up. My wife's 2011 ***** Accord had overheated and our mechanic stated to have it towed to our home and he will look at it and fix when he returns but we explained to him the situation. It's July 11th the tower never showed up and we estimated how much it would cost to get a personal towing company but didn't we found a way to get the car home creative. My issue is I've paid *** for over 3yrs straight a membership fee and never once using this service then when I finally need the service after all the years of paying the service wasn't provided according to the membership agreement. I should be refund all my years of membership that I have paid for. This very unsatisfactory. My wife sat in a dark parking line on her own waiting and waiting.

  

  Business response

  07/11/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

  Customer response

  07/15/2024

  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. 

  Reason for rejection is the same reason I submitted this complaint. AAA's customer service will not follow through in contacting me just as they breached the membership contract in not providing the towing service that I paid for over the last three years. I waited to see if they would reach out to me after this as stated but I haven't any form of communication outside of completing a survey. I wish to keep this open until that contact takes place. 

  
  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,

  ****

   

   

  

  Business response

  07/18/2024

  I write in reply to this rebuttal. We will be in contact with the member. 

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received email on 6/27/2024 stating my membership was changed to digital with no cards to be sent in future. It was stated to call a number to opt out of the digital and remain with receiving cards. I called and after a nearly 30 minute wait spoke to someone. When I requested to not have a digital membership and to continue receiving a card the person disconnected the call. I have not been successful in speaking with someone again. Cannot get to speak to a human.

  

  Business response

  07/08/2024

  
  Please forward to AAA Northeast at ******************************** for review/response.
  ************************************************* Thank you.

  

  Business response

  07/10/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Many years ago I signed up for AAA as a member. After I got married, I added my wife onto my plan, and we paid the new rate for many years. We recently signed up for another roadside assistance provider, and since our membership was coming up for renewal in just over a month, I logged into our AAA account and turned off auto-renewal, and removed my card/payment info so that the subscription would simply end. It seemed clear on the website that the entire membership was expiring on 05/01/2024 and that auto-renew was turned off.I got multiple paper mailings saying my membership was not going to renew, would lapse if I did not sign up again, etc., encouraging me to renew my membership. I did not want to do so, so I did nothing.However around my usual renewal date I was charged $102.00 (on 4/2/24). When I inquired with AAA they said only "my" membership was canceled, and not my wife's, and that she was the "primary" member and I was an "associate" member, and only the associate membership was set to not renew.They claimed they would cancel "her" membership and prorate a refund for a "partial year used", but never did so, and have stopped responding to my emails.I would like to see AAA refund the entire $102 since we did not want to renew at all. We actively took steps to turn off auto renewal, they seemed to confirm that our account would not renew by sending us mailing mailings warning us that the membership would expire with NO mention that it was only a partial cancellation, and then they renewed "part" of our membership anyway.

  

  Business response

  07/09/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3, on my way home from a town fireworks display, I got a flat tire. After trying to put air in the tire, I called AAA to help me change the tire. The technician who came to assist was not helpful and rude. In trying to take the lug nuts off the tire, he couldn't take one off and damaged my car (a pic of what it looked like after he was done is attached). He waited until 12:02am to tell me it needed to be towed so that it was now holiday rates (July 4). Once in the truck, he said I had to pay some of the tow if I only had a basic membership and threatened to leave me on the side of the highway (I-395) in the middle of the night. As Ive been a AAA member since before there were member tiers, I dont know if I have basic, which is what I had told the technician. Further, he said Id be billed since I didnt have money on me (my sons ER visit financially drained me) and he never even told me the amount owed.The damage he caused my car has left it undrivable -- the lug nut was stripped and the stem it attaches to is damaged to the point that my mechanic can not even get it off. Ive been ******* since Wednesday with three children. Adding to this, the next business day, I received an email from AAA saying that my membership is being canceled without even asking me what happened. Being a AAA member for about 20 years with no incident should mean something, but instead I was shown insult added to injury,

  

  Business response

  07/08/2024

  I write in reply to this concern. AAA Northeast takes the safety of our technicians very seriously. Based on the on-site assessment by the Technician, the only service that would ensure the members safety was to offer a tow of the vehicle, as one of the lug nuts appeared to have been stripped previously. Our employee states that in addition to the members mistreatment of him, another individual arrived on location and became vulgar and threatening. It is the members responsibility to know their membership level and, what they are paying for.The member indicated that she would pay at the tow destination. After the vehicle was unloaded, the technician asked for the $30 over mileage charge, the member refused to pay what was owed, which resulted in canceling the membership. 

  Customer response

  07/08/2024

  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. 

  The claim by the business is completely false with several falsehoods. The only person at the scene was me, at any point. No one was vulgar or threatening -- and there was no second person. The driver also never asked for $30. He said, once we were driving, that depending on my membership level, I would have to pay some of the fee. I told him I did not have any money and his response was to state "I could leave you right here" pointing to the side of the highway. Keep in mind this was after midnight. I asked if I could be billed and he said sure. The first time I heard any dollar amount was in the businesses response to my complaint.

  These lies and refusal of AAA to even consider the accuracy of the report are extremely concerning. 

  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,

  Heather

   

   

  

  Business response

  07/26/2024

  We write in reply to this rebuttal. Thank you for bringing this to our attention, however our decision still stands. 

  Customer response

  07/29/2024

  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. 

  As a business owner myself and human being, I find it shocking that the business finds it not only acceptable for their tow drivers to damage customer vehicles, threaten customer safety and then lie about it -- the business actually rewards that behavior by punishing the customer, including long-standing ones.    

   
  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,

  Heather

   

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07.07.2024, at 10:00 A.M. I had a flat tire on my 2013 ****** Tundra. So, immediately, I pulled off the highway into a U.S. *********** parking lot and reached out to AAA. I was told on the phone and on text that Bull Dog towing would be by to help me by 11:35 A.M. When **** came around, I concluded AAA was being untruthful. So, I went ahead and removed the spare and changed the tire myself. I am old with a heart condition and I did not need to be in the direct sun changng truck tires. So, I am a bit dissapointed with AAA. I have the following credentials with AAA: AAA Premier Expires 04/15/2025 Primary Member: *************************** ******************* Additional Members: ***********************************, *******************. AND IT COMES WITH AN ANNUAL, PREMIUM PRICE of about $300.00. As of today, I am looking for an alternative to AAA. They provide no way to contact them anymore, but I want word to get to them to reimburse my AAA account ********************** and services starting 08.01.2024. I will keep their so-called service the rest of the month of July so in the meantime, I can locate a different auto-emergecny service with a different emergecy auto company.

  

  Business response

  07/08/2024

  I write in reply to this concern. Member is a member of ********* South. Member would need to contact their home club at ************.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 Ssekiziyivu

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased AAA back in early 2024 On Feb 7 2024 I was in a bad car accident. Was in the hospital. Long recovery After I was home from the hospital I cancelled my AAA membership I had no car, wouldnt have for awhile I still dont. No need to pay monthly It has been a rough bunch of months since the accident. Physical and functional therapy. I checked my bank statement and realized AAA is still taking monthly payments from my account since I cancelled in February They did refund the last payment but refused to refund the payments they took out since February of this year they want a e mail confirmation of the cancellation. First of all, why would I keep paying for it since Feb when No car and no driving. I offered then medical proof and more. Medically I was able to drive. That e mail confirmation was from February. I assumed they cancelled my membership as I spoke to a woman there about it. It is a reputable business I could of deleted it by accident. As I said I was in a bad way or I have a feature on my e mail that it automatically deletes e mails after a certain amount of time. I get so much junk mail. I normally keep important e mail but as I said was in a bad way. If they refunded lasts months due to me telling them I canceled months ago due to a accident why not refund since Feb To prove they have miscommunications there the first woman I spoke to said there was no one else I could talk to. Who she spoke to was all that could be done. I will not get refunded. She was annoyed I asked to speak to someone else. Finally she gave me a number. That woman said I was just talking about ur issue to another woman. I asked her if I could speak to you or if I asked to speak to someone else and the first woman said, No, I handled it. 2nd woman said she was sorry I wanted to speak to u. She never should of told u that. It is not true. 2nd one tried asking a higher up person who said I couldnt get my $ back from Feb.proves there r issues there

  

  Business response

  07/08/2024

  I write in reply to this concern. We spoke to the member last week and this has been resolved. 

*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. ↩