Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked a trip w AAA back in May 1 2021 for $8615+$500 for travel protection and Covid restrictions came into effect by the **************** right before our trip, so we couldn't go. I called AAA back to get a refund, and was not given 3 choices as your supposed to get, so at ******************************* booked with a credit if we cancelled for any reason. Now, I've spoken to 6 other people and there are choices one was to get a full refund, as told to me by another agent named ****** who covered for ******* while out on medical leave. Now its not all my money I have a sister and older son who paid for this and I want a full refund and my $500 Insurance back since we didn't travel nor use the insurance. Its been months and the just canceled the trip Friday and Mgr *********************** ************ was to return my call with an answer from Pleasant Holidays to get my insurance money back and I'm tired of waiting. They have had my money since May and I want it all back.
Business response
09/14/2021
I write to acknowledge the receipt of tis complaint.
We will advise **************** to contact you directly to resolve this issue.
Customer response
09/24/2021
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.]
Please know I have tried to reach out to ************** at the number he provided which was *********** is unreachable and says "All Circuits are BUSY" so I do not feel comfortable that this issue will be resolved. If I can not reach him at the number he provided me. He needs to send a check back to me to settle this claim, in the amount I listed in the claim.
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.
Thank you,
****
FAQ
Regards,****
Business response
10/06/2021
I write in reply to acknowledge the complainant's rebuttal.
As **************** explained in the conversations that he had with the complainant, at the time of booking she purchased insurance that would provide back a future travel credit if canceled and she agreed to this option at that time. The ****************** government did change their requirements, however the resorts are open and that's how travel vendors are looking at it. Which is why travel insurance is so important.
Customer response
10/06/2021
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.
As I previously stated ****** never gave me 3 options, she only gave me the FCO and did not question at the time because she did not tell me there were other options. As I stated I called back and spoke to ****** who told me ****** should have offered me 3 choices. I did also purchase travel insurance which **************** was supposed to get back to me about the refund for travel insurance and he never did. I did not hear anything back from AAA so I called BBB. I am again rejecting the last response because this is not true.
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
10/22/2021
Regrettably based on the Insurance that was secured by the member at time of booking there is nothing further that AAA can do to recover any monies.Customer response
11/04/2021
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.
I am rejecting AAAs response again due to the fact I was never given 3 choices for a refund. *********************** never got back to me and it was over 10 days s no response. I want a total refund of $8615, and now am wanting interest because of covid was the reason we could not go on this trip. I will take nothing except a refund.
Thank you,
**** NataleBusiness response
11/04/2021
I write to acknowledge the receipt of the complainants rejection of our response.
As the complainant has filed an additional complaint with the MA ************************* we will be responsive to them with our findings.
Initial Complaint
09/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We had a refrigerator delivered to us by *********** The new fridge leaked, and flooded the kitchen and basement. ********** is subrogating the cost through our Triple AAA Homeowner's Insurance. The fridge was delivered on July 14th and it leaked on the 16th, Servo pro did the mitigation but then left us stranded. So I had to call another restoration company "Better Than The Rest" (located here in ************) who performed a second mitigation and gave us a quote to redo the kitchen and basement for $64,000. The restoration company and insurance can't agree on a quote. It takes an act of god to get anyone to call me back from Triple AAA. E-mails I send also go unanswered. It's been over a month and a half and we have open flooring with nails sticking out of it, kitchen cabinets have been torn out, and flooring walls and closets have been removed from the basement. All I want is for the work to begin! This has been super stressful and frustrating. Please help my Mom and I.Business response
09/07/2021
I write to acknowledge the receipt of this complaint.
We will share this with our insurance team and have them to contact the member.
Customer response
09/07/2021
[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.
Regards,
***********************Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A couple of months ago I contacted AAA for my car not starting. I was told due to the storms that it would take a few hours. I was also told if my car was towed I had to find my own ride due to COVID. As a member this was never updated to me. There were also NO STORMS IN *********** around that time either. Two days ago my niece called for a tow truck after breaking down. Continued calls were made due to no tow truck ever coming. She had to find her own tow and way home. My policy was set to renew 8-1-21. I renewed a week later. Paying $112.50 by check on 8-7-2021. After these two failed attempts with AAA not supporting it's members I emailed to cancel requesting a refund with no response. I called yesterday to be told they would cancel my policy but no refund. Yet it was within the 30 days cancellation frame. This is extremely poor service that I have paid 11 years for with no benefit.Business response
09/03/2021
I write to acknowledge the receipt of this complaint.
We will review the membership and call the member to resolve this.
Initial Complaint
09/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I informed AAA on 8/8/21 that I wanted to initiate the refund after the BBB response and gave them mileage #'s as they requested. It is now 8/24/21, several weeks later, and I had to again reach out for status and they told me to send a cancellation letter and that the manager is on vacation and it will at least be another week before they can process. I am concerned about the additional money that they will try to prorate off the amount they will give me back vs. what they owed me art the time of my first complaint! (#********). I am paying the full monthly payment in good faith until this is resolved. I am extremely unhappy with the delay in this process.Business response
09/02/2021
I write to acknowledge the receipt of this complaint.
We are AAA Northeast. In a search of our membership database, I was unable to locate a membership in AAA Northeast. The complainant will need to contact his home Club AAA Mid-Atlantic to resolve this issue.
Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a quote from an agent for commercial insurance which would have been provided through Progressive. I paid the year in full before changing my policy to a broader policy. The agent informed me that my initial payment of $3,951 would be applied to the new policy and I would be billed $299 on July 25th, 2021 and on the 25th of every month going forward, I would be charged $1,979.34. Today is 8/26 and I checked my policy an saw that it was cancelled on 8/21 for NOT paying the FULL amount of $18,621 by 8/21. That was not what I was told by the agent. I called Progressive an they stated that I was on a pay in Full plan due to me paying for my initial policy in full. I asked if I had any other options and they told me I can either pay it in full or get a new policy and be charged for a lapse in coverage as well. Obviously I do not have $18,621 to pay At this time, my commercial vehicle can not be used. This error by the agent is potentially going to cost me my business.Business response
08/27/2021
I write to acknowledge the receipt of this complaint.
We will forward this to our Insurance department to contact the memberdirectly.Initial Complaint
08/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Joined AAA Northeast May 15, 2021 online and paid $54 with credit card, but have never received membership card. June 19, 2021 when I sent to Brooklyn AAA office, my name was not even on AAA database. I had to show email indicating I had paid for membership. During 3 phone calls I was always told card was being sent. What guarantee do I have that I won't be refused road service if I don't have a card? AAA also advertises there is free notary service at every office. When I inquired about this at Brooklyn AAA office, where there is a large sign in parking lot indicating "notary", I was told they have not had a notary public for a few years. Instead I was being told locations in the neighborhood where I could go and pay for a service that AAA Northeast advertises as a free benefit of membership.Business response
08/27/2021
I write to acknowledge the receipt of this complaint.
We will contact the member directly to discuss this concern.Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Im a triple A member for 20+ years. My vehicle transmission started giving me problems and I couldnt drive any further. Luckily I was in a safe area when I got stuck. I called for a tow on 8/12/21 8:32am. Was put on hold for 47 minutes, then disconnected. I Called back immediately. I spoke to an agent again within 15 minutes and was told a tow would be dispatched to me in 2 hours (between 10 am and noon). 12 noon came and gone and no phone call or tow truck. Now its 4+ hours Im waiting in 90 degree temperatures. Finally get a call from aaa agent and was told that no tow trucks were in my area. The aaa agent asked me to leave keys for vehicle in a safe place and go to my destination. So I went to were the vehicle was going to be towed. (Cost me $70 for Uber). Agent apologized and said I didnt have to be there and tow truck would pickup vehicle within 4 hours and drop it off to me. Now, 6:37pm, some 10 hours later, aaa agent calls back and tells me no tows available todayBusiness response
08/16/2021
I write to acknowledge the receipt of this complaint.
We will contact the member to discuss this complaint.Customer response
08/16/2021
[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.
Regards,
***************************Initial Complaint
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I joined AAA on July 7th and the payment of $188 was promptly withdrawn from my bank account. I have contacted the company on 3 different ocassions to request a membership card and as of today I have not recieved a card. I needed roadside assistance on 8/1 and had to search online to find a phone number to request assistance and was then transferred 2 times before someone in the right area could help me. It is terrible that a company will take a customer's money and not keep their end of the bargan by sending out the tools that a customer needs to use their service. I was told today that it is unknown what happened to the card that was iniciated when I joined in July and the replacement card was mailed out on 8/7 and would take 10 more days before it will be received.Business response
08/11/2021
I write to acknowledge the receipt of this complaint.
We will review the membership database and confirm that a new card had been previously ordered, as stated below on 8/7.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
328 total complaints in the last 3 years.
119 complaints closed in the last 12 months.