ComplaintsforAAA Mid-Atlantic
Roadside Assistance
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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called AAA at 7:30 , I called back at 8:07 was told ETA was 9:30 . No one came, then called back at 9:36 was told they were having trouble finding a tow truck. Called back at 9:55 and was still waiting on a tow , at 10:43 tow truck called and was on his way. Driver said he had been at shop since 6:30 and never received a call from AAA. Said this had become a habit with them. I made a complaint with company had to cancel part of my day and now will work on my day off. Unacceptable AAABusiness response
03/23/2024
We contacted the member on 3/21/24 and left a voicemail with an apology and advised we would be removing the service entitlement.Initial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/24/24, we called AAA to tow our car from our driveway to our mechanic. We were told that a truck would be here by 5pm. We waited and waited until 7pm when we called and were told that the driver was "delayed". There was never any notification from AAA that this was an issue. WE were assured that we were the next stop and that it would be "shortly". The driver showed up @ 8:45pm with a 40 foot flatbed tow truck that wouldn't fit on my street, let alone my driveway. He told my fiance' that he would contact his boss and have another truck sent out "shortly". No one ever came out again. On 1/25/25 I called AAA and explained the events of the previous day. After being placed on hold for some time, the customer service rep came back and told me that she contacted the driver, and assured me that we would be the first on his pick up schedule, and that he had just started his shift (this was around 1pm). Flash forward to 5pm and we tried to call AAA and were placed on hold for over 45 minutes and the call was never picked up. It is now 1/26/24 and the car is still in the driveway, we never got any further correspondence from AAA, and now have to pay $175.00 for the mechanic to tow it to his shop. This is absolutely disgusting. I will not renew my AAA membership and i will make sure that people know about the awful experience.Business response
02/08/2024
Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.We sincerely apologize that we were unable to provide the service you requested and that you had to secure alternate service. Please follow this link: ******************************************************* to find the reimbursement form. You will also need to include a copy of the receipt for reimbursement consideration under the terms of your membership.We appreciate your continued support through Membership and are confident that the next time you call upon AAA for service, you will receive the safe, prompt, efficient, and courteous service that Members have come to expect.Initial Complaint
10/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called AAA this morning to request a tow. I called at 508am and told them my car was disabled in the middle of the road. I was told the ETA was an hour to an hour and fifteen minutes. Police arrived at 550 and asked the status and i informed them i had called for a tow. I called AAA and was told the ETA was 623. I called back at 650am and an extremely rude and unprofessional service representative told me that "He's waiting for his new drivers to come in at 7 and then he'll send someone out, they can be there around 730". This is in a city with a population of 100k.... The police called THE SAME TOW TRUCK COMPANY THAT AAA SUPPOSEDLY DISPATCHED and they came to tow and impound the vehicle. This is unacceptable. Nobody ever called to tell me that the ETA had changed or that they had cancelled my original service call. They literally just left me in the middle of the road in a disabled vehicle relying on service that they had no intention of providing. Clearly, AAA is worthless if it takes over 2 hours to get a tow.Business response
10/30/2023
I have spoken with the member and he is sending in his receipt for reimbursement. Apology was also offered for the lack of follow up during the service callInitial Complaint
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/30/23 my Daughter ******* ******** experienced a TOTALLY flat tire around 8:00 pm downtown ******* (something stuck in it).She contacted AAA to have it towed & was told it could take up to 24 hours. She had to leave her car there & contact the Police to let them know so she wouldn't get a ticket; & around 9:00 am the next day (she still hadn't heard back from AAA) so she contacted TMA auto (in *******) & they called for a tow truck & then repaired her tire. The charge from tow truck was $130.00. She made several calls to AAA about the situation & asked for reimbursement, but got nothing but "run-arounds." She mailed a copy of the bill to AAA on 4/3/23, & STILL has not heard a reply back or reimbursement. We have been members of AAA for several years (paying our years fees) and we WANT REIMBURSEMENT! I PAID THE BILL! I filed a complaint with BBB 2 days ago; and was told by AAA that I needed to file it with the "AAA Mid-Atlanta" office ... so here I am ... filing my 2nd complaint & asking for reimbursement.Business response
05/09/2023
Member has been reimbursed a total of $138.45. Check should be arriving in 7-10 business days.Customer response
05/11/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****Initial Complaint
05/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Tried to call AAA for roadside assistance, csr said she could not understand me. Tried to call several times same response. Had to call a tow truck. Cost me $200, now AAA only wants to pay 68. My coverage covers reimbursement want the remaining $132Business response
05/05/2023
The member filled out the reimbursement form to get reimbursed for service sought outside AAA. On the member's reimbursement form there is a question asked if AAA was contacted and the member selected the answer NO. We require members to contact AAA prior to getting outside service. The member did not and they are reimbursed at a reduced rate. We have reimbursed the member the accurate rate according to the answers provided by the member. We consider this matter closed.Customer response
05/08/2023
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I tried to contact AAA their CSR reps kept hanging up saying they could not understand me. I tired this three times. They are using this as an excuse not to reimburse me. I believe that I put on the form that I did try to contact them but was not able to. Regards, ***** ********Business response
05/19/2023
The form was clearly marked that no call attempt to AAA was made. The denial stands.Customer response
05/22/2023
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would like to see a copy of the form. as my copies said tried to contact but could not. Regards, ***** ********Business response
06/08/2023
This has been resolved with the memberInitial Complaint
01/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/17/22 AAA responded to my residence to change a battery in my vehicle. Damage was caused to my vehicle from the technician. A damage report was filed. AAA took 6 days to follow up with me as my vehicle was disabled in my driveway, and that was only because I contacted them. The vehicle is still in the shop, and we are on day 16. AAA has not paid for any damages, and refuses to return phone calls. Looking for any assistance possible. I have been a AAA Member for 12 years, and this is by far horrible service. *** *** **** *** ********* Any help is appreciated. Thank youBusiness response
01/03/2023
The member filed a damage claim on 12/20/2022. The estimate was finally received on 12/28/22 and forwarded to the facility that provided the service. We advised the member to allow up to 7 business days for a determination to be made. At this time today would be the second business day. We will update the member with a determination as soon as one is received.Initial Complaint
12/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As I understand **** was given the below dates and she failed to make the arrangements --------- Dec 18-20 you would like to change flight again, if allowed. I will call the airline. Additionally the ******* policy has not updated so I will call to have that resolved. From: "*******, ****"Business response
01/10/2023
Mr. ****** called AAA and booked airline tickets on July 15, 2022 for travel on August 7 – 9, 2022. Mr. ****** then called to cancel this reservation, which resulted in a credit with ***** Airlines of $237.20. Mr. ****** contacted AAA Travel Adviser **** ******* on October 6th, 2022 in regards to booking a flight for Dec 4 – 6th, 2022, with the credit he had from ***** Airlines. After his conversation with ****, Mr. ****** booked this ***** flight and ******* Travel insurance to cover the airline tickets.On November 11, Mr. ****** emailed AAA Travel Advisor **** ******* and wanted to change his ***** Airlines flights from Dec 4 – 6 to Dec 18 - 20. **** advised Mr. ****** via email that she would need to call the airline and make sure they can do an exchange a second time. **** states, “As I understand Dec 18-20 you would like to change flight again, if allowed. I will call the airline”. Additionally she stated, “Additionally the ******* policy has not updated so I will call to have that resolved.” Mr. ****** responded to that e-mail and stated “Thanks!” On December 12, **** emailed Mr. ****** again to let him know we could exchange the ticket and that he would just need to pay any difference in the fare. He had a credit of $237.20 with ***** and the new fare would now be $399.20. **** sent Mr. ****** an email stating, “I was able to carry your credits over to a new booking. However, the cost of the same ticket on the 18th is a different price. The same itinerary on the 18th is $399.20. The amount of credit you have is $237.20. You have the option of paying the difference of $162.00 or selecting a new date. How would you like to proceed?“On December 14, Mr. ****** emailed **** back and said he had requested her supervisor to give him a call and that she had failed to contact him, “I have requested for your supervisor to give me a call about my flight! You have failed to give me a call to address non booking of the dates I requested! **** you didn’t book any dates! I have a hotel booked and ground transportation booked! **** this has become a mess!”At no time did Mr. ****** ask or give permission for **** ******* to book the flight for him. A response of “Thanks!” is not clear direction or acceptable as permission to book tickets on a client’s behalf. **** e-mailed Mr. ****** back on December 15, 2022 and advised him that she had left a message for a Supervisor, *** *******, who did speak to Mr. ******. During that phone call with ***, Mr. ****** never mentioned anything about the price differential of the airline tickets. ****’s e-mail states, “Mr. ******, I am happy to complete your booking; however, when we last spoke you said you did not want to speak any further with me and that you had left a message for ***. I did submit your concerns to management. *** said he spoke to you and that you didn’t mention anything about the price differential. Do you want me to proceed or do you wish to speak to ***? Please advise”.Mr. ****** told **** that he had turned his concerns over to leadership to address. He spoke to *** *******, TCC Supervisor. *** then conferred with TCC Supervisor ***** ******, who then spoke with Mr. ******. In her phone conversation on December 19, ***** explained that we needed his new travel dates in order to rebook him on *****, and that he had a credit but any difference in the fare would be his responsibility. He did not provide us with any new travel dates, so ***** emailed Mr. ****** on Dec 19 a reminder. Mr. ****** emailed ***** ****** back and insisted that we pay for his ground transportation and hotel stay as well, and that once we agreed to this he would send us new dates. ***** emailed Mr. ****** back on December 20, summarizing his email conversation with **** ******* on December 12, and letting him know we would be happy to help with his flight arrangements, but since we did not book his hotel and ground transportation originally, we could not assist with that. See attached.Our investigation shows that our Travel Advisor, **** *******, did stay in communication with Mr. *******. Furthermore, Mr. ******* never gave permission for ****, via e-mail or phone, to book new tickets for him so no error was made on the part of AAA and we would not be responsible for the increase in airfare nor would we pay for lodging and transportation that was not booked with AAA.Mr. ****** has reached out to ***** ****** to rebook his air and we are working with him to try to do so. As a gesture of goodwill, we have agreed to waive the airline ticket processing fee of $40.Please let us know if you need anything further on this.Thanks,*****Customer response
01/11/2023
**** messed up my original dates back in December and now they want to act as they are being responsive! Poor service from the get go my insurance needs to be addressed that I paid for with ****! I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, **** ******Initial Complaint
11/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 11/19/22 I called ********* ******* at *** midatlantic and made a reservation (confirmation code # ***********) for the ********* ****** and Hotel for a room with 2 queen beds for 4 people in a non smoking room. I made the reservation, paid the fees and waited for the confirmation. Upon receipt of the confirmation # ***********, I noticed the reservation was made for a smoking room for 2 people. I then immediately called *** back and also the reservation desk at the ********* and requested a change in accordance with my original request and what I was promised. *** refused to change my reservation (even though they had 14 non smoking rooms with 2 queen beds available) and advised me that I had two options, 1) they would make a note of it and upon checking in they would attempt to give me a non smoking room, but that this was AFTER their cancellation period had expired, so if the non smoking room was not available then I would be stuck in that stinky smoking room or I would lose my money I paid for the room. 2) I could cancel my reservation and re-book the non smoking room for 4 people at a cost of $200.00 more. Neither of these options were fair to me due to their mistake. Please keep in mind THIS WAS THE SAME DAY THE RESERVATION WAS MADE!Business response
11/22/2022
Mr. ****** did speak with *** on Saturday, November 19 regarding this hotel reservation and she quoted him a price over the phone. He said he had to contact his travel companions before he was ready to go through with the booking. It was very close to the time we closed for the day, so *** let him know that and offered to stay over a few minutes, but he advised it would take him an hour or so to get ahold of everyone. She then told him that she could send him a link to book through her subsite after office hours, which was an agreeable option. Mr. ****** completed the booking himself through this link. On Monday, November 21, he called *** to say that he wanted a non-smoking room instead of the smoking room that he booked. She called the hotel for him directly and they advised they could notate on the booking that he wanted a non-smoking room, but they could not make any changes or guarantees since it was booked through the subsite third-party booking engine; it would depend on availability when he arrived to check-in. The only other option would be to cancel the incorrect booking and rebook the correct room type at current rates. Unfortunately the rates were higher and Mr. ****** did not want to do that.Had *** actually been the person who booked this room, instead of Mr. ****** himself, we would have certainly made right our mistake. However, this was not the case.Initial Complaint
09/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So on Wednesday night aug 17th about 8:30 PM, I ran out of gas on the highway. I have been a AAA member for a long time on several accounts. About five years ago my car broke down in the Washington DC area, and I called AAA. On Wednesday night when I called AAA . they said their will be somebody there within the hour.(60 min or less). An hour and a half later I called to check on the progress, they said they still have not found anyone to come help me. An hour later I called back and was on hold for 30 minutes waiting for a associate. They said “a tow truck company has been assigned but they don’t have any drivers“ An hour later I called back and was put on eternal hold and they never answered. At midnight I decided to try and hail an ****. I finally got a driver to accept a call, but they got lost trying to find me. An hour later they show up. They were very helpful. I was very impressed with that driver for sticking with it. Although it was a really weird situation as well. If you don’t know how **** works only the driver supposed to be in the car when they pick you up. Well this driver had her husband in the car, it appears he rides around with her everywhere she goes. that is highly against ***** policy. Turns out they were ********. I do not think that they were actively on anything. At least the driver was not. However, they were very helpful. They gave me a ride to the gas station about 6 miles down the road where I bought a $12.02 gallon gas can And 2 gallons of gas. I told the driver if they Would stay with me after they dropped me off as the **** call, I would put $40 worth the gas in her car. She agreed they were very happy because they were on empty as well. I got my gas and they drove me back to my car which took about 25 minutes because they had to go northbound for about 10 miles and then take an exit to turn a i ended up paying them $100 to do what AAA should have done. Then they tried to sell me drugs. This was very scary.Business response
09/08/2022
After reviewing the call details. The member called and requested service at 845 pm. we did have the call marked as a priority due to the location of the member. We did attempt reaching out to multiple facilities to get service out to the member, but were unable to secure a driver. At 11:57 pm we called the member and advised him that we were continuing to look for service and that there were delays. The member then advised us that they would be seeking outside service. We would be willing as a goodwill gesture, to reimburse the member for the cost of the gas can and the 2 gallons of gas. We however would not be able to reimburse the member for the ****. We suggest on the complaints of the **** driver to be brought up with **** directly. The member will only need to send me a receipt for the purchase to the email address, *****************************.Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My AAA membership was downgraded due to excessive usage but I was never informed nor I have i received anything in writing. I have requested a refund which I have been denied.Business response
08/16/2022
Under AAA Club Alliance Inc.’s Member Benefit Guide, a member can be downgraded at renewal for use of excessive services. Specifically, the Member Benefit Guide states: “In addition, a Member who requests or uses an excessive amount of Roadside Assistance Service, that is, uses Services over a sustained period that are greater than the average Member uses, may be subject to membership downgrades at renewal, surcharges, or non-renewal of the membership.” **************************************************Based on the usage of this member (9 tow service calls total with over 50 miles in three years), the membership was downgraded on renewal due to excessive services.
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Customer Complaints Summary
10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.