ComplaintsforAAA Texas

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted this company multiple times about an incorrect rate. They have apparently reported saying Mr. ***************************** was involved in a crash on February 17, 2022 through Allstate insurance. we have talked to ********************* about this issue ************* had contacted Allstate Allstate said ****************** had nothing to do with the policy. He was not involved in a crash. That date wasn't on the policy. ***** said she would take care of it. I'm now paying almost $900 a month and stuck paying and them he saying, even with Allstate saying that ****************** had nothing to do with it that that's not enough proof. I can't cancel my insurance through AAA because now they're forcing me to pay a fee if I cancel even though I'm only only canceling because they are lying and won't correct the rates. I have even contacted my personal insurance broker to pull ****************** driving record and my personal insurance broker cannot find anything under ****************** driving record outside of a speeding ticket which we already know of.

  Business response

  02/06/2024

  Our records indicate you spoke to your agent on October 27,2023.  At that time, you bound your automobile insurance policy, the agent advised that there was a loss under ***************************** name that occurred on February 17,2022 listed on our insurance reporting. At the time you advised that loss was not ******************, and your agent removed the loss. You bound your auto policy for a premium of $5068.00 and signed your documents. When your policy was reviewed by our underwriting department for accuracy, the loss was found and added back to your policy resulting in your premium increasing to $7055.00. Your agent should have advised you at the time of binding in order to remove the loss, we require written documentation from the previous insurance company. After speaking with the agent again on this matter on December 12, 2023, you provided the document stating the loss was applied to ******* in error. Your agent did provide the documentation to our underwriting department to remove the loss. The loss was removed January 5,**** effective November 10th, 2023, when your policy was effective. Additionally, ******************* contacted you on January 5, ****, in response to your email inquiry and to address your concerns directly. ************** confirmed the above-mentioned issues have been resolved and you were satisfied with the resolution. If you have any questions, please contact Mr. ******************* at **************.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Auto policy with AAA up for renew but decided to cancel with AAA. Pick up new policy with AARP, called AAA to cancel, they said it will auto cancel. AAA charged ****** toward my **** card, called several times for refund and went in person for refund. Called on 01/02/2024 for refund, they said, *************************** will contact me. Still waiting for refund its been a month.

  Customer response

  01/09/2024

  I have asked several times since November 2023 to close this policy and refund $226.80 but received new bill yesterday for $328.00. They also request I provide documentation which shows existing coverage on my ******************************************* the amount of $226.80. I question why I must provide documentation when my policy was up for renewal and I was instructed by AAA customer service to let the policy lapse if I don't renew and it will close itself and no action from my self was needed, AAA charged my **** for $226.80 in December 2023. Still waiting for refund and its going on (2) months. This is the worst service I have ever experienced from a insurance company of this size.

  Customer response

  01/12/2024

  Spoke with ******************* on January 10,2024 and he that their billing me for $228.20 for the time period of 10/10/2023-11/28/2023 but I still owe an additional $116.20 for this time period.  At first I agreed that $228.20 in order to put this rest but the $116.20 is not acceptable. Keep in mind the original agreement was to show him that I had coverage for both vehicles when I switched insurance companies, and they have a copy of that.  This is a recap of what happened from the beginning, my ***** civic was in an accident and totaled, added ****** to policy, next wanted ***************** added to policy and this was done.  AAA then cancelled my policy, had to reinstate my original policy, they then said your policy will increase $37.00. Paid the $37.00 and decided to switch insurance companies because my policy was up for renewal for $226.80 due on November 30, 2023.  They have what they need based on their original request but refuse to refund $226.80.  I want a full refund and documentation which shows this has been resolved. The documents sent support everything stated.

  Business response

  01/22/2024

  We also received a complaint filed with the Texas Department of Insurance and our response details all policy application handling.  In summary: We are sorry you experienced this frustration, but we hope we have since explained this to your satisfaction. We sent you a copy of a recent communication where we reviewed this matter in detail, as well as a copy of your itemized statement, showing the earned premium, payments, and waived premium, since your October 2022 renewal. As you can see on the documents, no further balance is due. Please copy ******************* should you wish to discuss this matter further. Mr. **** may be reached at **************.

  Customer response

  01/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a huge complaint against aaa first off they kept changing there rates with me with car insurance and I canceled them and went to loop where they charge me normal prices. Then the paid off my rental insurance per my contract and then they decide to add another 13 because they felt like it and now they want to cancel my insurance. I dont think so I think this company is a sham and I want to cancel the insurance and get back the money I have left on the policy and also stop at the end of the term there membership and never here from them again. They think they can pull one over me they are wrong they are unprofessional and add charges cause they feel like it I had enough with them I want the rest of my money back and call it a day

  Customer response

  01/04/2024

  As of Saturday December 30 2023 I keep getting auto insurance billing statement from AAA for account TPA ******** Cancellation date of 10-10-2023 keep sending me a bill that I owe them ****** I sent them a month ago in the mail proof of my new insurance and they still keep sending me bills of ****** I left them cause they are the worst company ever and they kept playing with the amounts owed I dropped them and went to loop they charge fair amount and they have a much better customer service but I sent them the proof of coverage and they said if I sent them the proof they would stop harrasing me an stop charging me I did as was asked from them I did my part and they are still harrasing me to pay them. That they never received it even though I sent it from the post office in ******* Texas. As proof that I did get new insurance before 10/10/2023 I will attach the insurance here then they cant complain they never received it because again I did my part a was instructed.

  Business response

  02/01/2024

  We received a similar complaint from the Texas Department of Insurance and our response explained the policy ********, changes and payments received in detail. We sent an itemized statement confirming our findings. Our manager ********************* reached out to the complainant to review the policy history and the complainant indicated he did not want to discuss these matters.  The itemized statement we sent reflects the balance owed that will sent to collections if it remains unpaid.

  Customer response

  02/01/2024

  I am rejecting this response because:   The business reached out but take no fault blame all on the customer refuse to pay the because they offer bad services and cancelled my policy. I paid enough and renewing any of my services with them

  Business response

  02/06/2024

  Again, our response to the Texas Department of Insurance explained the policy ********, changes and payments received in detail. We sent an itemized statement confirming our findings. Our manager reached out to the complainant to review the policy history and the complainant indicated he did not want to discuss these matters.  The itemized statement we sent reflects the balance owed that will sent to collections if it remains unpaid. Our response remains unchanged.

  Customer response

  02/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/02, my car broke down and I needed a tow immediately. I contacted AAA and purchased a membership. I was told that since I am requesting roadside assistance the same day I purchased a membership, I'd have to pay a $100 early usage fee. I asked if I no longer needed services for a tow, will I be refunded the $100.. I was told yes, it will refund back to my card. I authorized the agent to charge my card, payment was took over the phone and I asked for a receipt. I was told that I will not receive one however, I can see my bank app/statement for the transaction details. After AAA received payment, the request for a tow was created.Initially my ETA was 2 hours. After waiting 5+ hours, I never received a tow so I decided to cancel. I contacted AAA on 12/04 to ensure that I will receive a refund and I was told that I must submit a form in order to receive a refund. I gave my info over the phone and she advised that I will receive a refund within **** business days. After waiting 10 days, I never received a refund. on 12/26/23, I contacted AAA and demanded to speak with a manager. I spoke to ***** (Possibly in roadside services) and she stated that the payment is showing as pending but they have now canceled the pending status so I can expect my refund within 24 hours. It is now 12/07/23 and still no refund. I contacted AAA again and demanded to speak with another manager. I spoke with an agent named ***** and she stated that the payment was not voided however, they just voided the payment and I will receive a refund within 5-7 business days. This info came from *****'s manager (didn't state manager name). I asked ***** to have her manager send me an email stating that I paid an early usage fee along with the date that I can expect a refund. The manager sent an email only referencing that I paid an early usage fee. I asked for my case number which is ****** and requested it to remain open. 4 weeks later and I still have not received a refund. AAA is a SCAM.

  Business response

  01/11/2024

  We apologize that we were unable to locate a service provider to assist you. Second, we apologize regarding the delay in returning the $100.00 service fees you paid. Our records indicated that you called on December 04, 2023 and spoke to ***************************, who documented a formal request to credit the funds back to the card on file and informed you to wait up to 14 business days to have the transaction processed. On December 27, 2023, you called and spoke with our roadside assistance call center supervisor, *****************************, to inform us that you did not receive the credit back as previously mentioned. A request to credit back the $100.00 was expedited and processed the next day, December 28, *************************** ****. If you have any questions, please contact ************************* at 850-5626.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AAA to have my truck towed. They loaded it onto the flat bad. The hood flew up and smashed my windshield and damaged the hood. Now they are refusing responsibility and will not repair the damage. I can't afford to have it fixed. All I wanted was to have it towed home and now I have $6000 worth of damage.

  Business response

  01/10/2024

  As an independently owned and operated business, Silverline Transportation is responsible for any damage resulting from its own actions or those of its employees. To assist you with a resolution, we enlisted the assistance from our Member ******************** to review and mediate a resolution. Based on our review, we found that prior to the tow service the hood latch was removed from the vehicle. Because Silverline Transportation was not informed the hood latch had been removed prior to tow, they were unable to take the necessary precautions to secure the hood and ensure the vehicles hood would not open while in tow. Silverline Transportation denied responsibility for the damage and the repairs.Based on our investigation, we are unable to hold Silverline Transportation responsible for the damages to your hood and windshield, however, if you wish to pursue the matter further,your options are to either file an insurance claim with your vehicles insurance carrier or file a small claims suit against Silverline Transportation. If you have any questions, please contact *************************************, at **************.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 16, 2023 I called Triple A to help out with a battery I purchased April 2022. The battery will not stay charged. On December 17, 2023 I was stranded and called Triple A to come out and replace the battery. No one never arrived! I spoke to a supervisor after a two hour wait. No emails or updates on the driver. I am asking for a refund so I can get a new battery replaced. Attn: *************************** and **************************You can look at my membership and purchased date and amount of the battery

  Business response

  01/03/2024

  To prevent a recurrence of this nature in the future, we have counseled both our staff and contracted service providers alike ensuring our members are kept updated as to the status of their service requests and provided with alternate options should there be a delay or service unavailability. Please be assured the appropriate corrective actions have taken place. You have submitted the receipt for your replacement battery purchase and as such, a reimbursement check?has been mailed to you. If you have any questions, please contact *************************************, at **************.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the worst insurance company ever!!! They sent me a letter 11/3/23 of notice of non-renewal for next year unless I changed my comp and collision to $750. Then sent me another letter in 11/21 saying they wont renew. How does that work? You didnt even give me a chance to change my comp and Collision and on top of that when you call AAA to speak about your concern they tell you to call underwriting who doesnt even answer the phone!!! It was a **** poor excuse of why I am getting canceled. I had a 1 claim in 2021, 2022, and 2023. On top of that when I did have an accident due to hydroplaning in 2022 they took almost 3 months t get my lender the correct information and a payoff. I would never recommend this insurance company to anybody! Thats not right to send a letter telling someone to change and then dont give them the opportunity.

  Business response

  01/09/2024

  Upon reviewing your policy for the 2024-2025 policy term, we noted that there were recent losses on your policy that *** constitute a requirement of higher deductibles. Our guidelines state that higher deductibles *** apply if warranted by prior claims history. As such, on 11-03-2023, our underwriter sent you a Notice of Conditional Non-Renewal.  This letter indicated that the comprehensive and collision deductibles must be increased to $750 due to multiple claims for the policy to be renewed. Unfortunately, on 11-21-2023,a systematic letter entitled Notice of Non-Renewal and Termination of Insurance was sent informing you that we were unable to offer the renewal of your policy for the 2024-2025 policy term due to loss history. We apologize that you received two separate letters with differing information. We assure you that lapses in member service of this nature are not indicative of the importance we place on providing our member insureds with outstanding service. With receipt of your inquiry, managers from our *********************** carefully evaluated your insurance file. We have decided, as stated in the initial letter sent by our underwriter, that we will be able to offer the renewal of the 2024-2025 policy period if the deductibles for comprehensive and collision coverages are increased from $500 to $750. *************************, Lead Underwriter,attempted to contact you on 12-15-2023, and 12-18-2023, but was unable to reach you.  A voicemail was left with his contact information. If you wish to continue your automobile insurance policy and are agreeable to the required deductibles, please contact ******* at ************.

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been with AAA for several years first in California and now in Texas. Two years ago, we have some extra money and decided to pay the full amount in one go for our car insurance and so he did. The year after that (last year) we made monthly payments. I noticed when I went to renew our membership that they were planning on charging the full amount to our debit account. This was several months before the renewal, and I called and made sure to let them know that we would continue doing monthly payments, and not a lump sum of over $3000. I was assured that this would be changed and so I left it. One month before the renewal, I noticed this has still not been done and I called to get this adjusted since I was unable to make any adjustments online. After a week, I noticed that still not been adjusted so I called again and spoke with another person who assured me that they should be taken care of. I went ahead and changed the autodraft to our credit card just in case it took an extra day or two for processing. And they went ahead and did they charge the full amount so my husband called two other times and spoke to ************************* and ************************* to get this adjusted it has now been several weeks and we are going to have to pay interest on the charge our credit card because we are an able to pay off the lump sum and want to go. This is completely ridiculous and we should not have to pay extra because AAA cant get it together. We have been assured multiple times this would be resolved yet here we are.

  Business response

  12/13/2023

  We are reviewing the service failures that led us here, but we are sorry for the frustration you experienced. Your auto policy renewal offer generated to you with the onetime payment, but we apologize that did not update this when you first requested it on October 24, 2023. ***************************, a Branch Business Manager, reached out to you upon receipt of your letter and she confirmed you received a refund of $2,498.43, which was your balance after two months' payments were deducted. She provided you with a copy of your installment plan for the remainder of the year as well. We urge you to continue working directly with ******************, who may be reached at **************. ***************** has reviewed your account and is available as a primary contact for any remaining questions or concerns you may have. You may also contact *************************, a ******************** Manager, at **************.

  Customer response

  12/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I am writing to express my dissatisfaction with the roadside assistance service I received on Sunday, November 19, 2023, for my 2015 ****** Prius in *********, **.The vehicle was supposed to be transported to *********************** at *****************************************************************. Unfortunately, the vehicle was dropped off at the wrong location, and the key was misplaced, deposited in the wrong mailbox.Although we successfully located the vehicle today, Tuesday, November 21, 2023, our efforts to find the key have been unsuccessful. We have diligently searched everywhere and followed all instructions provided by the towing company.As the service was arranged through AAA, I believe it is AAA's responsibility to assist in locating the key or providing a replacement at no additional cost. Failing to address this matter promptly may lead to potential legal consequences.I appreciate your immediate attention to this matter and look forward to a swift resolution.

  Business response

  11/28/2023

  This is not a matter for the Automobile Club of Southern California (ACSC) to address. This is not our member and we do not serve the area described. Please re-direct to the correct AAA Club for review and response.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I need a call IMMEDIATELY. You all sent an email saying you are cancelling my policy because you didnt receive payment WHEN YOU DID. You already went up on my policy with a poor excuse that MY insurance went up becausd everybody is getting in a wreck?? What?? I'm NOT getting in a wreck. You all need to ************! You received your payment so why are you trying to cancel my policy. As YOU said you have to give the bank 2-3 business days to PROCESS the APPROVED payment which is CURRENTLY pending on my account. The email attached as the confirmation as well There should be NO lapse in coverage fix it now!

  Business response

  11/28/2023

  Our file indicates you called and spoke with our insurance services area and confirmed the policy is in good standing. If you have any further questions, please contact Insurance Services at ************.

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