Complaints

This profile includes complaints for AAA Texas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AAA Texas

  1225 Freeport Parkway Coppell, TX 75019

• 

  American Automobile Association

  27726 Interstate 45 N Oak Ridge N, TX 77385-8726

• 

  American Automobile Association

  3307 Sage Rd Houston, TX 77056-7007

• 

  American Automobile Association

  4729 Highway 6 Missouri City, TX 77459-3988

• 

  American Automobile Association

  9311 Katy Fwy Houston, TX 77024-1530

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted AAA of Texas to seek assistance with converting my account to be billed through a benefit with my cellular carrier. The agent was not helpful but rather only provided me the option of waiting 2 months to convert my membership, which I feel is bad business to withhold a benefit offered by my cellular carrier. The only recourse offered was to cancel my membership which he followed up with delaying being able to sign up with my benefit till the following month, with complete refusal to refund me my ***** that was billed. I requested to speak to a supervisor and the agent kept me on hold for almost close to a hour. As a long time member, I find this type of service terrible. I am requesting a refund of my membership effectively immediately.

  Business Response

  Date: 02/07/2025

  In follow up to your conversation with ****** ********, we are unable to accommodate your request to retroactively cancel your membership. Should you need assistance establishing your new membership with the hT-mobile promotion, please contact Mr. ******** at *********************.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I received a mailer at my post office box that stated if I renew my membership with AAA, I would receive a cooler. After a couple of months, I realized I never received it. I contacted AAA customer service and explained to the *** the situation. She kept me on hold for approximately 15 minutes, and then came back on the line and stated she didn't see the request. I couldn't believe that took 15 minutes! I asked for a member of management and was placed on hold. After another 10 minutes of waiting for a supervisor/manager, I hung up.I contacted AAA customer service again today and received poor customer service again when I asked for a supervisor or manager for assistance!This is by far the WORST customer service experience I ever received with AAA.

  Business Response

  Date: 12/19/2024

  Please forward to ******************** at ********************************************************************************************** for review/response.  **************************************

  Business Response

  Date: 02/06/2025

  As a follow up to your telephone conversation with **** ***** we were unable to validate that you qualified for an offer to receive a cooler with the renewal of your membership. As discussed with Ms. ***** please provide us with the documentation you have and upon our receipt, we will be happy to review the matter further. If you have any questions before sending your offer, please contact Ms. **** at **************.

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My granddaughter, ******** ******** *******, is an authorized user on my *** account. (#********** I live in ****************, and she lives in ******. *** allows either 2 or 3 service calls per year as a part of the membership plan and when she required their services again, she was told over the phone that shed have to pay a fee prior to even continuing the phone call and scheduling the technician for service. She provided a debit card number over the phone, the payment processed, and the customer service representative scheduled a technician to come out later that morning. So, everything was paid for upfront because otherwise, the technician wouldnt have even been dispatched per AAAs own policy. I have now received a bill for a service that was paid for at the time it was rendered.

  Business Response

  Date: 01/14/2025

  This is a duplicate of BBB case number ********. Please see our response to case number ******** and close this duplicate case.

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA home insurance would not insured my home. My mortgage paid the full amount of the policy. They have not refunded me the $2062.00 I have left many voicemails, no one returns my call. They refunded my once before in the wrong name (maiden name) but also included my ex-husband. He should have not been on the policy at all. This my home only. I have provided everything to them and I still have not refund.

  Business Response

  Date: 01/27/2025

  Our records indicate you were assisted by our sales agent with the purchase of a homeowners policy effective November 28, 2023. After review we show this policy was written in accordance with our Underwriting guidelines. All named insureds must be assessed and potentially listed contingent on the insurable interest depending on vehicles or in this case property. Although we now know that Mr. ****** is not on the deed for the home,at the time the policy was written he had insurable interest as your spouse and as such was included on the Automobile and Homeowners policies. Records show that documents were provided to you to electronically review to ensure accuracy of the information listed prior to submitting your policy to our ************************ If you have any further questions regarding the New Business process, please feel free to contact Manager, **** ******* at ************.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ************************** Team,I am making this complaint with a great regret on AAA Auto Insurance. Although I am one of the happy customer of AAA Auto policy.I was renting a room at (**************************************************************************************). In a family emergency I went to Overseas and was ***** there for 8 months. Before I left The ***, I added on my Auto insurance policy, where I was renting a room from (landlord's wife) MRS ******* ****. She convinced me, If it is required, she needed to move my car infront of her house parking as she has other tenents using the same parking area.******* ***** made an accident by hitting a fire hydrent on January 2024 and the Claim #: 016257204.Bacause I was in the overseas, ******* ****** husbend MR ********* **** asked that he will represent me and negotiate with *** on my behalf. *** sent me an electronic signature document to give him my Power Of Attorney. After signing the document, I have never received a neither hard nor soft copy of what I have signed with ***. *** issued the following payments to ********* ****: $233.00 issued on 02/02/2024 $5,122.60 issued on 02/02/2024 $1,182.75 issued on 02/13/2024 The claim was closed on February 14, 2024.However,I am still in need of the below documents ASAP-1)Records Of the complete Claim.2)Loss History Letter - Details of the claim.3)Complete correspondece details (including email) with **** Mrs **** regarding my car ****** Juke 2013.4)I want complete communication details of 1)******** ***** 2) The recipts of my car repair from Kabir Auto 3)MRS and MR **** communication 4) Power Of Attorney I have signed to AAA electronically.I have made several attemps to get the above information from August 2024 till today (12/06/2024) with several AAA managers, I found no hope.Please help me without anymore delays.

  Business Response

  Date: 12/23/2024

  On January 19th, the ****** was referred for review as a potential total loss. Mr. **** and *** *********** were notified by email of the confirmed total loss and the items needed to proceed with the resolution of the claim. A total loss settlement agreement was achieved and settlement payments were issued. *** *********** retained the vehicle salvage and elected to have it repaired at a collision repair facility.We communicated with *** *********** prior to receiving your inquiry and produced a summary of the loss events including payment and closure dates. On September 6th we informed that payments were not issued to the repair facility since the vehicle was a total loss. Payment was issued to Mr. ***** ************** had concerns regarding the payment of the claim and she requested email communications. As it pertains to the total loss Power of Attorney document, it was not relevant to the claim settlement due to our not retaining possession of the vehicle. In order for us to properly address and gain more clarity about *** ************ concerns, it is important that we speak with her. ******* ****** will continue to reach out to her by telephone and email until this matter is resolved. If you have any questions, please contact *** ****** at *************

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/3/2024 at 4:00am heard loud crash outside and see that a vehicle crashed into city light pole then ran into 2 of my retaining walls, vehicle went back into road and completely turned around, went backwards into neighbors yard before coming to a stop. Called 911. Another car following (mother) informed juvenile to leave scene but police apprehended down the road. Mother gave me insurance information. Next day I call AAA insurance and start claim process I call almost everyday to try and speak to claims ***resentative and no response. Finally talk to her and she states must talk to insured of vehicle before can go forward. Then next time I talk to her, she need to talk to juvenile with parents on phone before moving forward. Finally, end of October this claim was sent to global risk solutions for someone to come out and look at my property. They never came out. ********************* stated would go ahead and reach settlement with me (homeowner) and get this taken care of immediately. Reached settlement on 11/04/2024. I was informed paperwork sent over that evening and then check would be sent out. I have been checking mailbox for 3 weeks and no check. Texted global risk solutions on 11/20/2024 to find out what was going oninformed he would check on it. Next day, texted again and no response. Called yesterday and today 11/26 to global risk solutions and was informed that he had sent this over many times to AAA and that he would send me a copy. Never received copy. Called again customer *** and her boss yesterday and today and left voice message. Called *** customer service line and *** said would have another supervisor call me. Never received phone call from them either. Just received voice message from *** claims *** stating never received anything from global risk solutions yet. I dont know what to do? ********************* is the company they sent me to reach settlement, so confused why they cannot get together. Please help get this settled.

  Business Response

  Date: 12/12/2024

  On October 24th, we confirmed that our insured was responsible for your property damage and we accepted responsibility on behalf of our insured for the loss. On November 5th, our third-party vendor informed us that they estimated your property damage. As of December 6th,we had not yet received a finalized copy of your estimate. On that day, you spoke with Claims Manager ***** ******* and confirmed that the third-party vendor had not provided an agreed-upon estimate to either party involved. We secured the finalized repair estimate and on December 10th, ********** issued the settlement payment to you for $3,668.72. If you have any questions, please contact Mr. ******* at ************.

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because:   It is untrue!

  the supervisor did reach out and wanted to settle for $3600.00 and I informed would not accept as I had an agreement for $5693.40.  At that time supervisor stated had no confidence in company they used and we would need to start over on process.  I stated would take under advisement and give answer on Monday, December 9th.  Received voicemail from supervisor on 12/09/2024 stating that ********************* found error and would submit agreement to them that day.  I have not heard anything else from AAA since that voice message.  I did receive agreement from ********************* on Tuesday.

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a three year plus member of ***. ********** On August 20th 2024, I lost my car key and I called AAA for roadside assistance just before 10 pm. I provided the necessary information: location, car model, color, etc. They told me that my help will arrive by 11:15 pm. But nobody came. I called again at 11:30. I was told to expect help by 12:15 am. Nobody came. I called again and was told 12:45, but still nobody came. I waited till 1:20 am, and decided to leave. I was carrying important valuables in my backpack which I did not want to lose if I get mugged. The business had closed and the parking place was in total darkness. I left the premises. When I returned on the following morning by 4:30 am, my car was gone. The car was towed for after hour parking by the the business. It cost me $292.72 to recover the vehicle. I called AAA for reimbursement and sent back the completed form they sent me. As compensation, they offered to include any family member in my account until May 2025. I thanked them but inform them I don't have anyone who needs the service. It had been three months since the incidence happened and AAA has been giving me a run around which is very disappointing. I believe AAA owe me $292.72 and I want BBB (no pun intended) to help me resolve this case, I have submitted to AAA all supporting documents: text messages on the night of the incidence, and the receipt from Harwin Auto Storage showing that the vehicle incurred no storage fees.

  Business Response

  Date: 12/10/2024

  We extend our sincerest apologies for the inconvenience experienced during your emergency roadside service request. To avoid a recurrence of this nature in the future, we have counseled both staff and contracted service providers. Be assured that the necessary corrective actions have taken place. As a gesture of our goodwill, we are sending you a reimbursement check for these fees incurred. If you have any questions or comments, please contact Ms. ********* *******, at **************.

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my auto insurance policy on October 7th. My last payment was made on September 5th which resulted in remaining balance of around $465. I was told on the phone that I will be charged small cancellation fee due to switching carriers before the end of 12 month insurance contract. *** portal still showing remaining balance of $464.95 that is "past due". I've attached new insurance declaration page as well as the email I sent to one of the *** associates when asked for said declaration during my phone conversation.

  Business Response

  Date: 11/26/2024

  Please accept our apologies for any frustration you experienced when contacting us regarding your auto policy. In our review we found that our representative was unable to complete your request immediately after speaking to her. The policy has been cancelled effective October 8, 2024 and your outstanding balance was updated accordingly. If you have any questions,please contact ***** ******* at **************.

  Customer Answer

  Date: 11/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me twice for the membership fee and said they issued a refund for one of them but when I went to my bank they said there is no credit pending from this company. I contacted **** ********* from *** and they told him and asked for a refund of all my money and cancel my account. He canceled my account and three days later I'm still waiting for my refund. Now they are making me drive with no insurance because I need the money to get different insurance. I would just like all my money back.

  Customer Answer

  Date: 11/06/2024

  **** from *** contacted me today 11/06/2024 and is refunding me my money. This is getting resolved. Thank you so much for your help!

  Business Response

  Date: 11/20/2024

  Our agent assisted you in purchasing your Membership and Automobile Policy which took effect on 10-22-2024. Our system processed a duplicate payment of $56.00. You were informed that this duplicate payment would be refunded, but you expressed disappointment regarding the delay in receiving your refund. On 11-06-2024, **** *****, contacted you to assist with your concerns. He advised you that after contacting our membership processing department a physical refund check would be issued to refund the duplicate payment of $56.00 as well as the original downpayment to start your membership.Due to the nature of this complaint, assistance from both our *********************** and our ********************* is required to facilitate a resolution. We understand that you have Mr. ****** direct contact information however should you need to speak with anyone any further you may reach ******************** Manager, **** ***** at ************.

  Customer Answer

  Date: 11/20/2024

  I have reviewed the business response and accept this resolution. 

  **** from *** contacted me today 11/06/2024 and is refunding me my money. This is getting resolved. Thank you so much for your help!

  Customer Answer

  Date: 11/21/2024

  Yes I talked with him. I still have not received the check yet for the $112. He contacted me again and said they sent it to a wrong address. So they stopped payment on it and issued me another one. Still waiting for it. I did however get the rest of the money.

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9th 2023 I called for a tow truck from triple A. They sent a truck. I did not sign any paperwork of discuss charges with any of the operators. I am now in collections for an amount of $130 dollars. Per the collections person I talked to the options were renew membership for $130 or pay previously unagreed upon tow fees of $130 dollars. Agent refusing to send any proof or transcripts of call. This amounts to extortion.

  Business Response

  Date: 11/15/2024

  Our response is attached

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because:   Never agreed to amount of tow as indicated in the company response. Requested through app and phone number according to company. Had I been made aware tow would cost 121 or 170 to renew (doesn't sound like there was many options for renewal to me) would have considered alternatives. Again I maintain that I was not made aware of charges beforehand, the company has indicated as much, then attempted to extort membership fees after the fact. Their "in house" collections indicated that they had my signature and recordings indicating I did sign for the charges and did okay the amount which is not true as originally complaint. 

  Business Response

  Date: 11/18/2024

  Again, we respect the right of our members to choose not to renew another annual membership term and if there are no services requested after the expiration date there would be no balance due. Once your request for towing service was completed on December 9, 2023, our system continued our normal billing process for services rendered on expired memberships and sent additional mailings on December 16, 2023, and January 6, 2024. These notices advised that renewing your membership would cover your recent service request as one of your covered calls for the new term. That verbiage reads as follows: Records indicate that your membership expired on November 14, 2023. The charge(s) above are for services rendered on an expired card. If you pay the dues required to renew your membership within 90 days of the expiration date, the bill will be adjusted, and the service call(s) will be counted in your new membership year.If you do not renew or pay the outstanding balance, you may be referred to our outside collection agency which may impact your credit. The cost of that service was $121.00 which was billed to you but never paid. We do not require our members to sign a form for completed service but rather rely on the fact that our member truly needed and requested the service. We have verified that the service was requested from your phone number ************. The option to renew and avoid the charge for the service, expired and the membership officially cancelled as of January 16, 2024. The balance of $121 remained unpaid and was referred to our outside collection vendor *********************on September 20, 2024. You can avoid having this negatively affect your credit by paying the balance due within the next 30 days. Please reach out to our internal ********************** Supervisor for any additional questions. He can be reached at ************.