ComplaintsforAAA Texas

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was involved in an accident involving a AAA insured driver and have filed a claim. I was not at fault. I can't get anyone to contact me back about this claim. I have no vehicle as mine is undrivable and have not been able to get to work in the last 3 days.

  Business response

  03/14/2024

  On Mar 5, 2024, Claims Manager, *********************** contacted you at your preferred telephone number and discussed the matter in depth and explained our investigation. Unfortunately, based on the current available evidence we are not accepting liability and must respectfully deny your claim. If you have any additional information or questions regarding this matter, please contact the Claims Team Manager, *********************** at **************.

  Customer response

  03/14/2024

  I am rejecting this response because:   

  It took them 3 weeks for this manager to reach out to me and the only reason he did is because I filed a comaint. I would have filed this with my insurance and not been without a car for 3 weeks. I find it unacceptable a business can't communicate on an open issue for multiple weeks rendering me unable to go to work as I was without a car. I want this reflected in their rating.

  Business response

  03/19/2024

  We apologize for the time it took for the liability decision to be determined. We have a duty to properly investigate all claims and review and obtain all evidence that is brought to our attention. It can take time for all evidence to be received and reviewed in order to come to a proper liability decision. Once we completed a full investigation, we were able to determine liability and notified you of the outcome. If you have any additional information or questions regarding this matter, please contact *********************** at **************.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We currently have an account with the ********************** (AAA) - Membership Number: ****************.We sent an emailed complaint to AAA on February 18, 2024 regarding damages to our Vehicle that occurred after our vehicle was towed by AA on February 6, 2024 {See details attached]Given the facts set forth herein and in a good faith effort to resolve this matter), we are requesting that AAA send the following to us via email ***************** no later than 12:00 p.m. on Friday March 1, 2024:[1] ALL documents (including photographs / videos) in AAAs possession verifying the Vehicles condition directly [i] PRIOR TO AAA Rep. ** picking up the Vehicle from the Home and [ii] AFTER AAA Rep. ** dropped off the Vehicle at the Repair Shop.[2] If we DO NOT receive a timely response, we will assume AAA is unwilling to do so and will proceed accordingly.

  Business response

  03/11/2024

  Please be aware that United Towing & Transport is an independently owned and operated business and is responsible for any damage caused by its own actions or those of its employees. At the time of your tow service on February 5, 2024, United Towing & Transport did not take any photos or videos of your vehicle. AAA Missouri having been unaware of your damage claims until receipt of your BBB correspondence has since created Case ID: ***** for tracking. AAA Missouri has enlisted the assistance from our Member ******************** and Contract Station ******************** to assist you with mediation of your damage claim. n your correspondence, you were seeking documents, photos, and video of the condition of your vehicle prior to service and after service. We cannot accommodate your request and have no additional documents to provide. Should you wish for the ********* to continue mediation of your damage claim, you may reach out to our Member Relations Representative ************************* at ************************* to provide your statement of events and repair estimates for review. Should you have any additional questions or comments, please contact *************************************, at **************.

  Customer response

  03/11/2024

  I am rejecting this response because:   

  We contracted with AAA ONLY and AAA is liable for the negligent actions of ALL employees / independent contractors while conducting business on behalf of AAA including the damages to our vehicle (referenced in detailed in our complaint). 

   We will follow-up with the recommended mediation OR applicable court legal action in the near future.

  Business response

  03/12/2024

  Again, United Towing & Transport is an independently owned and operated business and is responsible for any damage caused by its own actions or those of its employees.Should you wish for the ********* to continue mediation of your damage claim,you may reach out to our Member Relations Representative ************************* at ************************* to provide your statement of events and repair estimates for review. Should you have any additional questions or comments, please contact *************************************, at **************.

  Customer response

  03/13/2024

   

  AGAIN: We contracted with AAA ONLY and AAA is liable for the negligent actions of ALL employees / independent contractors while conducting business on behalf of AAA including the damages to our vehicle (referenced in detailed in our complaint). We will follow-up with the recommended mediation OR applicable court legal action in the near future.

  Customer response

  03/14/2024

  I am rejecting this response because:   

  AGAIN: We contracted with AAA ONLY and AAA is liable for the negligent actions of ALL employees / independent contractors while conducting business on behalf of AAA including the damages to our vehicle (referenced in detailed in our complaint). We will follow-up with the recommended mediation OR applicable court legal action in the near future.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****** will tell you anything you want to hear in order to sell a policy. Then when you find out that what he told you was a lie he will screen your phone calls and ignore all messages you leave him. His supervisor ****** will also ignore you and screen your calls. I guess it's in the nature of AAA to scam people out of their money. Don't do business here, it's a den of thieves and scam artists. I specifically asked ****** if my items were covered by the renters insurance during a move as I would be moving in a month or so and was concerned about my belongings. He assured me that my stuff was fully covered during the move when the movers had it and after it was dropped off at the new location. When my items arrived, not all arrived as some were stolen and many other items were damaged. I called AAA claims to file the claim and was told that it was not covered. I then called ****** and he said he would look into it. It has been a month now of both ****** and his supervisor screening and ignoring my phone calls.

  Business response

  03/05/2024

  ************************* contacted you to address the concerns outlined in your correspondence to the Better Business Bureau. ************** explained your personal property was not covered during the move because you hired a professional moving company to transport your personal property. ************** also clarified that your personal property would have been covered during the move if you rented a moving vehicle and you were the person transport your personal property. ************** apologized for any miscommunication that *** have occurred while initiating your renter's insurance policy and informed you she would submit a request to flat cancel your renter's policy and a full refund would be issued. ************** advised that you were satisfied with the resolution she provided and had no additional concerns at that time. Our records indicate your renter's insurance policy was cancelled effective October 18, 2023, and we mailed a $211 refund to you on February 26, 2024. If you have any questions,please contact **************************************** directly at **************.

  Customer response

  03/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 2022 I received a form from *** that I had to sign off to release *** from any liability on my insurance if my son drove my vehicle. This is because I have him on my *** membership. That is a membership for: towing, tire, etc. I have/had a auto policy and homeowner's policy with *** that do not include my son. After finally getting an explanation of this form, I completed it in March 2023 and mailed it back and provided a copy of his insurance to the *** customer service person.Went into my account and I can't see my auto. Called twice last week and was told I am covered. Re-signed the form via docu-sign that I provided almost a year before.Monday (2/12/24) I received a voice message that they need to re-write my policy for auto, and anyone can help me. I called. Now I am told that I have not had coverage since April 2023. And since my insurance lapsed, I would have to pay the amount of premium not collected to re-instate my policy. This is all due to their fault. I never received a cancellation notice for my auto insurance.Nowhere on their site does it state for family *** membership that the other individual has to be on your auto insurance policy. My son has my address as his "home base" as he's in the military. But USAA is a better value for him, and when deployed, they reduce his premium knowing he is not using his vehicle.*** you have failed big time!! I am looking for another carrier for both policies. Even if I have to have less coverage for the same pricing I will take it! Such incompetent personnel, I even have the email from March 1, 2023 sent to the "customer service" individual with the son's insurance attached.*** doesn't mind taking my money for a family membership, but then does not separate the *** membership from auto insurance and home owner's insurance. Oh, and they still have my deceased husband on the homeowner's policy, although they were informed!

  Business response

  02/28/2024

  We apologize for the difficulties you experienced when contacting us regarding your auto policy. We assure you that lapses in member service of this nature are not indicative of the importance we place in providing our insured members with outstanding service. As your concerns are important to us, we have made several attempts to contact you; however, those attempts were unsuccessful. If you have any questions, please do not hesitate to contact *************************, at **************.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 01/16/2024 MY HUSBAND BROKEDOWN IN TEXAS I CALLED TRIPPLE A TO HAVE IT TOWED HOME ATTACHED IS TEXT MESSAGES AND NOTES I MADE WHEN HAVEN TO CALL AAA MANY TIMES AND THE ATTACHED INFO WILL SHOW WHAT THEY HAVE DONE AND GETTING NOWHERE WITH TRIPPLE A HAD TO CALL A WRECKER FROM ***** ** TO GO GET HIM AND TOW HOME AND WHILE DEALING WITH TRIPLE A HE RAN OUT OF GAS AND WAS VERY COLD OUT.

  Business response

  01/25/2024

  Dear BBB, 

  Please forward this complaint to AAA ********* South for resolution. 

  Thank you, 

  AAA Member Experience 

  Business response

  02/20/2024

  We extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. Please be assured that the necessary corrective actions have taken place to prevent a recurrence. As such and as a gesture of goodwill, we are sending you a reimbursement check in the amount of $368.00 which represents towing expense you paid out of your pocket. If you have any questions, please contact *************************************, at ***************.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  American Automobile Association (AAA) has an accident claim #********* from 12 Jan 2024 that includes Enterprise rental car coverage while my car is under collision repair. However, AAA claims adjuster ********************* *************) and her supervisor ********************* *************) does not pick up phone calls or respond to emails. My car is under repairs and the estimate to return to me is as far out as 19 Feb 2024. My car dealership (Tesla) has provided all information to AAA adjustors that came on site to inspect the damage and get estimates of cost and time from *****. I contacted the claim adjuster on 23 Jan 2024 and ****** said she would get a rental car approved. No call back or communication from AAA has occurred since then.I am left without AAA approving a rental car while my car is in service since 22 Jan 2024 to date.

  Business response

  02/28/2024

  On January 30, 2024, you spoke with ************** Representative, ********************* and your rental invoice has been reimbursed and loss of use payment issued and the matter is fully resolved. We are sorry for the inconvenience the incident and claim *** have caused you. Should you have any new information or would like to discuss the matter further, please contact Claims Manager ********************* at *************.

  Customer response

  02/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA sent TEXAS ROADSIDE ASSISTANCE who said that my battery had frozen. It is 40 degrees in the garage. Batteries freeze at a -77 degrees. Water freezes at 32 degrees. I should not sign any waiver. Texas Roadside Assistance does not seem to be using regular jumper cables. They seem to be using portable battery chargers and want customers to take on liability for their equipment. I requested a secondary. AAA refused. The agreement is to furnish primary or secondary etc jumper service. AAA told me I had to do its jobI had to call around to get service in a POPULATED AREA OF TEXAS. Nonsense in breach of contract.

  Business response

  01/18/2024

  Dear BBB, 

  Please close this case with AAA Club Alliance and forward the complaint to AAA ********* South for resolution. 

  Thank you, 

  AAA Member Experience 

  Customer response

  01/30/2024

  AAA has venders who give mis-information out. They said that my battery is frozen and yet my garage thermometer said the temperature was 40 degrees F. Furthermore, I was getting a red light blinking inside the vehicle. I did not argue with the vender: ** ROADSIDE ASSISTANCE. I contacted AAA. They sent me to CA, RI, ********, NM, ******* and finally TEXAS (the right location). Their systems dont appear to be connected. I needed medication and started to re-initiate at 3:12 PM. Its 5:48PM. No service here. I cannot accept liability for AAA's vendorswho may be using portable battery chargers (?) instead of battery cables. I honestly dont understandneither did ********* (tire and battery experts) and my mechanic of 24 years. Both had never heard that. Regular jumper cables from battery to battery cannot be used on hybrids such as Teslas and Prius and ****** ********* hybridsto name a few. AAA needs to refund me for this.

  Billing Adjustment

  Business response

  02/07/2024

  Please know that it is possible for batteries to freeze in cold temperatures. At the time of your initial service, your battery test result came back as frozen. In these instances, jump starting a frozen battery can result in damage to the vehicle or possible injury to the service technician. Recognizing this potential hazard, the servicing station will notify you of these conditions and may assess a damage waiver should you wish to proceed with the jump start. Our dispatchers attempted to locate a service provider to conduct a second assessment at your request but due to unavailability, you were informed of the alternative service options available to you such as a tow or seeking commercial service and submitting your receipt for reimbursement consideration. You requested compensation for the inconvenience. Although we are unable to accommodate your request, we thank you for your feedback and allowing us to address this matter with you. In the event that you paid out of your pocket for a jump start, please contact ************************************* to make arrangements to submit your receipt for reimbursement review. If you have any questions, please *************************************, at **************.

  Customer response

  02/07/2024

  I am rejecting this response because:  

   

  AAA is lying.  No battery test was performed.  I have cameras inside the garage as well as the exterior of the house.

   

  They sent Texas Roadside Assistance who wanted me to sign a waiver to even touch the battery.

   

  AAA is also lying because 

   

  1.  My garage has a thermometer.  I couldnt even freeze water in the garage.    I took a picture of the thermometer reading to prove this too.

   

  2.  AAA is 100% wrong about batteries freeze temperature.  They dont freeze until -76 degrees Fahrenheit.  
  

  3.  I told this SEVERAL TIMES ON RECORDED LINES

   

  AAA needs to compensate me, especially since they repeatedly ignored me, the amount of time I spent on the phone with them (I can pull all the records just like they could have and OBVIOUSLY did not, given their response), calling me on numbers I told them not to call me on, just so they can look like they did their joband repeatedly sending on TX Roadside Assistance when I said THEY ARE NOT TO TRESPASS on my property EVER TX ROADSIDE ASSISTANCE does not understand sciencethey lied to me and tried to get me to take responsibility for their equipment.  They wanted me to take on liability for THEIR equipment.  Im not taking responsibility for ANY COMPANYs equipment.  I dont take responsibility for the computers at my mechanics shop.  I certainly am not taking on any liability for any company.

   

  AAA sells batteries with TX ROADSIDE ASSISTANCE.  Their batteries are poor quality and I told them on the initial call that their batteries dont last.  Its a scamAAA  was looking for me to take on liability for a third party and then they wanted me to buy one of their sub-standard batteries.

   

  When I made it clear on Tuesday evening it had been 36 hours since my initial call, they finally decided that this was poor service and took action.

  AAA needs to pay up and stop acting like Pinocchio.

  Business response

  02/08/2024

  You contacted AAA Texas to request battery service on January 14, ****, and January 15, ****. In your correspondence, you advised being told that your battery was frozen. You advised the service provider asked you to sign a damage waiver before proceeding with a jump start. You advised you were not agreeable and requested AAA Texas dispatch a different service provider, but your request was declined. You advised you were informed to pay out of pocket and seek reimbursement, but you did not agree as you wanted the service to be rendered under your membership. During the freezing weather events the temperature dropped down into the single digits. Please know that it is possible for batteries to freeze in cold temperatures. At the time of your initial service, your battery test result came back as frozen. In these instances, jump starting a frozen battery can result in damage to the vehicle or possible injury to the service technician. Recognizing this potential hazard, the servicing station will notify you of these conditions and may assess a damage waiver should you wish to proceed with the jump start. Our dispatchers attempted to locate a service provider to conduct a second assessment at your request but due to unavailability, you were informed of the alternative service options available to you such as a tow or seeking commercial service and submitting your receipt for reimbursement consideration. You requested compensation for the inconvenience. We are unable to accommodate your request. In the event that you paid out of your pocket for a jump start, please contact ************************************* at ************ to make arrangements to submit your receipt for reimbursement review.

  Customer response

  02/08/2024

  I am rejecting this response because:   
  

  1.  No side deals with *********.  The point of the BBB is to inform others that AAA did not deliver.

   

  2.  I dont look for AAA to help on only on beautiful sunny days.  They are UNCLEAR OF THEIR OWN BUSINESS.  They are once AGAIN DISTORTING THE ****** denying culpability.

   

  During the hot mess, AAA gave me THREE numbers and names that they have contracts with.  We even had a conversation with ***** a recorded lineI had the other party on another phone on speaker.  So lets be HONEST, AAA wants to say I can go through the yellow pages or yelp on my own?  SERIOUSLY?  And AAA is now flaunting that?  Thats pathetic.  
  

  AAA said they only had TX ROADSIDE ASSISTANCE and NO OTHER CONTRACTS aside from the three they gave me.  ANOTHER LIEbecause AFTER 36 hours, a different company showed up and said, QUOTE, I dont know why they didnt call us earlier.

  I told AAA multiple times:

   

  1.  I pay you, AAA, to go through the yellow pages or ****** / YELP.  You, AAA, have those relationships, not me.  
  

  2.  You really think youre going to tell members to SEARCH ON YOUR OWN?  I asked this.  I pointed out what if I was on the roadside with no cell service or a dying cell phone battery.

  As a side note, AAA is still not addressing what I said last response on the BBB:  

   

  TEXAS ROADSIDE ASSISTANCE NEVER EVER TOUCHED MY BATTERY. And why would sulphuric acid freeze at ***** degrees - the temperature of my garage.  

   

  REFUND MY MONEY 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've had a membership with AAA for about 4 years now. I fell on hard times and was laid off from work and was unable to pay the annual membership fee in August when the payment was due. I received a letter from AAA in September stating that I would need to pay the fee, or the membership would be cancelled. I did not go back to work until October, so I was unable to make that payment. In November, I setup a new membership and all was okay. In December I attempted to add my 70-year old mother to my membership and it told me that she already had a membership. I contacted customer service, and I was advised that due to misconduct I no longer qualified for a membership. The young man placed me on hold and contacted another department to obtain the reason why. He advised me that someone by the name of ******** called in September and had an exchange of words with a representative and now I nor anyone in my family qualifies for membership. Sad part is, there is no one in my family by the name of ********. Also in September the membership was cancelled so I do not understand why someone would call for service in the month of September. In the process of me questioning what was going on, my membership that i setup in November was cancelled. On 1/2/2024, I received a letter stating due to misconduct, I no longer qualified for a membership and also that I did not file a dispute from the previous misconduct. I never received a letter for misconduct. I received a letter for non payment. I have attempted to rectify this situation and I have been unable to get someone on the phone to give me details of this misconduct or send documents for me to dispute this misconduct. Honestly if someone in my family had misconduct, the whole family should not be punished for one person. This needs to be fixed asap.

  Business response

  01/16/2024

  Dear BBB, 

  Please close this complaint with AAA Club Alliance and forward the complaint to AAA ********* South for resolution. 

  Thank you, 

  AAA Member Experience

   

  Business response

  01/24/2024

  The former member states on 1-02-2024, they received a letter of misconduct. We have no record of returned mail from this person and the letter sent includes instruction on filing an appeal of this action. 

  Customer response

  01/24/2024

  I am rejecting this response because:   I paid for a new membership and did not receive a refund. Also the letter states misconduct for a person who is not on the policy. Also the letter did not provide a way to dispute it. 

  Business response

  01/25/2024

  Again, the former member states on 1-02-2024, they received a letter of misconduct. The rebuttal confirms the letter was received and the notice includes instruction on filing an appeal of this action. The appeal is the only available option.

  Customer response

  01/30/2024

  I am rejecting this response because:   I contacted your office and asked for the details of where to send the response. I was told that i would need to speak with another department who was not in the office. I was told that someone would call me with the details and I have never received that call. I called back and was told that it was too late to dispute. 

  Customer response

  04/17/2024

  Hello, the letter was sent to the company with a detailed dispute in writing so unfortunately I do not have that for you. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car Ins have increased to a great amount without cause I've verified mileage, I only use car for local services such as work, shopping, church, I don't have any accident reports on either vehicle in over 2plus yrs no skipped payments no citations, but no one is able to fully explain why the cost has drastically increased and I'm considered a valuable customer with over 6yrs of committment

  Business response

  02/01/2024

  Our records indicate that the annual premium for your auto policy as of May 26, 2022 was $2,723. The annual premium increased by $392 to $3,115 for the renewal term effective May 26, 2023. This increase in premium is due to recent rate changes and a decrease in your Consumer Insurance Score. Periodically we review our loss experience to make sure the premiums we charge are adequate,not unfairly discriminatory, and actuarially sound. In the inflationary environment that we are in, the costs to repair and replace damaged vehicles and the costs of medical treatment have increased. Unfortunately, due to these increases in costs, as well as increases in the number of claims we have experienced, we generally have had to increase our rates for all our policyholders. As part of our normal rating process, Auto Club County Mutual Insurance Company relies on consumer credit-based insurance scores to help determine rates. Accordingly, a Consumer Insurance Score, or "***,"is ordered from a consumer reporting agency. The *** is different from an individual's credit score, although it is calculated using credit information. Our loss data shows a clear correlation between *** and insured losses, thus we incorporate *** into our rating plan so that our rates are as accurate as possible. In other words, insureds with a lower *** are more likely to have insurance losses than insureds with a higher ***, so we charge higher premiums to insureds with a lower *** to reflect their higher risk of loss. Due to the decrease in your ***, your auto insurance premium increased by $180. If you have any questions, please contact ***********************, Actuarial Supervisor for AAA Texas, at **************.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a AAA membership. I purchased sports tickets for a bowl game through my membership that was a total of $2520. Two weeks before the event I received an email from AAA that my tickets were transferred, but I never received the tickets. Starting on that day, I called AAA member deals customer service every day. I kept receiving a generic response rest assured we are working on this and will get a resolution leading up to the day of the event I still had not received my tickets and talked to a supervisor for an hour and a half. I wasted so much time on the phone for 2 weeks and no one could resolve my issue. I still never received my tickets and the event was January 1st. I need my money back for not receiving tickets as guaranteed. I reached out for a refund and still no resolution. I will never purchase any tickets through AAA again. Its been a nightmare experience.

  Business response

  01/18/2024

  The *** Tickets program emailed the member and advised them of the refund. Please close the case.

*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. ↩