ComplaintsforAAA Northeast

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had AAA Gold Plus Membership for 3 members, due to expire on 10/15/21. On 10/14/21, paid renewal fee for two specific selected members, for total of $151. Did not pay for a 3rd mbr, since it was no longer needed. On 10/28/21, received email stating that 3rd membership had expired (correct). Checked online account and it showed member non-enrolled (correct). On 2/10/22, received email for confirmation of Digital membership for the non-enrolled expired member. This prompted call to AAA customer service. CS rep said account was downgraded to basic plan, due to not enough money paid at time of renewal for 3 members and that I was refunded $28 on 1/18/22. I told CS I purposely did not select the 3rd mbr for renewal and did not want him on there. She removed mbr and stated I would receive $12.98 refund (did not mention a $10 cancellation fee). Asked for Managers #. Called on 2/15/22 to ask for explanation of how they could downgrade membership and add additional members. How would I know that the 3rd mbr was added back if: 1) I did not authorize/select 3rd mbr, 2) Received email on 10/28/21 stating 3rd membership was expired, 3) Account only showed 2 active members, and 4) I only paid for 2 specific members (by name). CS rep stated that if I didnt call to cancel the 3rd membership, they assumed I still wanted him enrolled. I told CS rep that I dont think this is right - I did not authorize this 3rd member and I want to cancel the whole membership. She said I would be reimbursed $38! I want a full refund - if I had known back in Oct., that the account was downgraded and 3rd mbr was added, I wouldve called to find out why. Instead, they waited over 3 months and I lost the additional refund amount. This is not a fault of mine.

  

  Business response

  02/16/2022

  We write in reply to this  complaint. We will contact the member directly. 

  Customer response

  02/16/2022

  
  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 #********. The business contacted me to let me know that they will be providing a full refund.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was promised services discounts on a roadside assistance that were not reflected in my final ****, I was told by the counter rep I was only going to receive 10% off labor contradictory to what I was promised on the call. I then subsequently went for service and that discount I mentioned on the first **** was in fact applied. I mentioned the discrepancy and the counter rep laughed and told me to contact member relations. Member relations refuses to honor the clear discount that was applied on the second **** and continues to tell me I am wrong. This is fraudulent business policies and false advertising to entice customers to use their service. I would like to be compensated for my promised discount. I would also like a formal apology for the condescending and disgusting service I have received across the company.

  

  Business response

  02/11/2022

  I write in response to your concern.

   

  We have attempted to contact the member with the contact information provided but have been unsuccessful.

  Please contact ******************* at ************** to discuss this concern. 

  Customer response

  02/11/2022

  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. 

  I advised AAA I am working between the hours of 8-4 and cannot be glued to my phone awaiting a call. I have provided my email address for communication, and they can advise what time they would like to get on a call, or respond via email. 

  

  Business response

  02/14/2022

  We will contact the member via email. thank you 

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a membership with AAA - membership # *******, on Saturday 2/5/22, my car did not start. I contacted AAA, and a ticket was opened it took 2 hours for a towing truck to come to my assistance. *****- from ********************* *** was given my call and driver ***** attempted a booster it did not work. so I asked him to tow my vehicle to my mechanic 3.5 miles away TriStar of Lexington. The driver was very rude and immediately refused to tow my vehicle there, he wanted to take my vehicle to his mechanic. since I did not agree he left me stranded there and left. The driver stated that their company have a personal vendetta with my mechanic and will not go there. I called AAA and explained the matter. How is this my problem or concern? I pay a fee for my membership to AAA they should have adequate, responsible, and professional vendors to help their customers. At this time I am requesting a full refund for the towing expenses that I had to pay out of pocket. I paid $120 for towing

  

  Business response

  02/10/2022

  I write in response to this concern.

  We will contact the member directly. 

  Thank you.

  Customer response

  02/10/2022

  
  
  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 look forward to reading the response from the merchant. 
  
  Regards,
  
  *****************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was headed home from ***** to Massachusetts when my Jeep started to smoke and make noise. This was a transmission problem. I pulled off to the nearest exit and parked. At this point, I proceeded to contact AAA Roadside Assistance for a tow. *** membership advertised 24/7 customer service and free towing up to 100 miles. *** first day of my break down I called twice, no one showed. I had to buy a $100 uber to get home. *** following day I contacted AAA and scheduled a time to meet a tow truck driver at my car. This is a big deal because it is an hour away from where I live. After traveling to meet a driver at my car, and being assured that someone would be there to help me, no one showed for the second night in a row. It is a complete scam to advertise 24/7 service and it is a rip off when someone pays for a membership and does not receive service when needed. This company has cost me over $150 in money time and aggravation. I have yet to receive any service. I would not recommend this to anybody.

  

  Business response

  01/27/2022

  We write in reply to this concern: It appears that the member belongs to AAA Northern ***************** 036. We will forward this to the member's home club. 

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am AAA member since **** (member number 620 240 ******* 00 5). Within last 2 years I used AAA battery services and had batteries replacements on both of my cars. A technician would verbally describe premium quality of AAA provided batteries, 3 years warranty and price. 2+ years ago it was about $135, this November was about $165. No paperwork or receipts have been provided in both cases. Now, as a first battery, installed about two years ago, started failing AAA finds all excuses to avoid replacement per their warranty obligations. I can prove, that the battery, not other mechanical problems is the issue:1.The car would start if I drive it daily, but fails to start after 3-4 days idling in the garage 2.The car starts, when I use a jumper 3.An independent auto-mechanic pointed that the battery, rather than other problems is a cause of failing the car to start. AAA technicians kept coming and misdiagnosing the problem, until I ran out of allowed calls (5 per year), and now AAA wants to charge me $75 per each call.I request AAA to meet their warranty obligations and replace the failing battery, which is still covered by the 3years warranty. I also request AAA to provide receipts and warranty paperwork on the batteries sold.

  

  Business response

  01/17/2022

  I write in reply to this complaint.

  We will contact member directly. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Being told that your a priority and your help will be there in 30 min while the state highway patrolman is waiting on the tow truck to get there then only to find out an hour later that no the tow truck isn't getting there till noon 3 hours later

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello BBB,I have been a member of AAA for several months. Recently I received a voice mail from AAA informing me that if that a recent payment did not go through and I only had a few days to fix it or they would demand that I pay the account "in full". AAA gave me no prior notice despite knowing my email and constantly sending me newsletters. It is odd they would provide such a short notice. I went to log into my account and make a payment(my prior card was cancelled) and AAA did not allow me to log in. They apparently revoked my online membership leaving no way of paying my account and yet they demand that I pay them right away. I emailed AAA customer service and they did not get back to me. AAA has shown very poor customer service and mistreated a customer. I ask for an apology and a store credit and restoration of my online account. Once my account is restored I will update my card and make the missed payment. I included a screenshot.

  

  Business response

  12/23/2021

  I write in reply to your recent BBB complaint: we will contact the individual directly. 

  Customer response

  12/23/2021

  [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.  AAA contacted me and apologized and provided a credit. I appreciate the good customer service and timely response. 
  
  Regards,
  
  *************************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I woke up to a flat tire one day when it was my mothers heart check up day after she had surgery for it and I went online purchased the membership for under seven dollars and then called to get service because for some reason online I could not get them to come, the customer service lady who answered told me that was because there is a ten dollar same day fee, I agreed to pay that and later come to find two seventy five dollar charges from AAA on my bank app . When I called AAA back same day I was later told one was a "ghost fee" and would disappear, it did not and both fees have been paid. I call and leave messages daily for AAA and no one gets back to me and the person who contacts me randomly via email is even less helpful as they said my claim was wrong about being told about the ten dollar charge (but wont provide the call to me) and they wont even acknowledge the second charge which I did dispute with my bank after days of AAA ignoring me. I am upset I don't expect for a company I once respected to steal from me this openly and without anyone even trying to assist me with correcting. Its unreal.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On a snowy, cold Friday at 4:45pm on November 19, 2021 I got a flat tire on my car in **********, *****. I pulled to the side of the road and called *** as I had done a few months before for another flat tire I had in August. I knew I could not change the tire with the tools that came with my spare tire as I tried in August and the *** responder had told me that I would need special tools and wrenches as the lug nuts are on so tight. I placed my call with *** within minutes of pulling over. The *** rep told me that help was on the way and they would be there within one hour. As the clock approached 6pm I tried to call *** again and was on hold for 75 minutes. At the same time I was on hold I logged onto their online service through my cell phone and put in a request again. It rolled around to 7pm and I called again the rep said they would elevate my case and put me through to dispatch. Dispatch finally came on the line said they would elevate my case. I waited until 8pm....keep in mind no bathroom, no dinner, no water and it was 20 degrees and blowing cold. I tried a few places myself and was informed by one tow driver that I reached that *** was a mess and that they would likely not show up. 9pm was nearing I reached my husband who was about an hour and 15 minutes away to see if he could visit Lowes before they closed to buy the tools that we needed to take off the tire. At 9:30 the *** rep finally called and said they could not help me and that I should reach out to a police **** to see if they could help me. My husband finally arrived 10pm we barely got the tire off with the tools he purchased. We arrived home around 11:30pm. I sent in a request for reimbursement to *** and they refused to reimburse us for the tools that we had to purchase or the fuel that we consumed with our truck to get to my car. I finally heard from a representative today and they said they would only reimburse me for my membership this year. Unacceptable after 5 hours on the side of the rd.

  

  Business response

  12/20/2021

  I write in reply to this complaint:

   

  The member is a member of AAA Northern New England: I have forward this complaint to the member's home club since this incident took place in Club 036 area.

   

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is regarding payment for services that were not provided. On Monday, 12/13/21, I renewed my membership with AAA. I paid for a Basic Membership ($130.00), and then immediately, in a separate phone call, upgraded that membership to a Plus Membership (additional $92.57) in a separate transaction. My Basic Membership, and now my Plus Membership, include my son and daughter. On Tuesday, 12/14/21, my son needed to have his car towed. He called AAA and was told that there was a Basic Membership in place. He called me because he believed that information was incorrect. Towing for Basic Membership is 3 miles. **** additional mile is $5.00. His car broke down outside of the 3 mile range. Because I'd paid for a Plus Membership, which includes towing within 100 miles, I contacted AAA thinking that there was a simple error on their end. When I spoke to the representative, ******** she told me that I had a Basic Membership, and that my Plus Membership would not be in place for another 5 days. ******* further told me that the 5 day wait period is included in AAA disclosure statement, and she would not give me the Plus benefits that I'd already paid for. I would like the following resolutions: 1. Reimbursement for the towing, $100.00. 2. AAA must provide upgraded service to all members immediately upon payment, with no wait period. AAA should not require payment for a service they are not providing.I am confident that I am not the only member who has encountered this problem. If AAA provides immediate membership upon payment, upgrading should be immediate upon payment as well. I have contacted AAA via email today, Tuesday, 12/14/21, to notify them of my complaint to you.

  

  Business response

  12/15/2021

  I write to acknowledge the receipt of this complaint.

  On AAA.com we disclose in our Membership Terms, that there is a 7 day wait period for the Plus benefits to be available.

  Customer response

  12/15/2021

  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,

  ******

   

   

*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. ↩