ComplaintsforAAA Washington

• Initial Complaint

  07/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been waiting on the side of the freeway for almost 4 hours and keep getting promised that someone is coming to tow our vehicle. We are not being provided the service we signed up for and would like a refund.

  Business response

  07/17/2024

  
  In regards to Mr. ******* BBB Complaint ID ********:
  
  We are sorry to hear about the long wait time **************** experienced on July 14, 2024. Vehicle disablements are burdensome, and we apologize for the additional frustration caused by service delays in the area.
  
  While AAA Washington always wants to provide service as quickly and efficiently as possible, there are times when heavy demand, extreme heat, or other circumstances can cause arrival times to be extended. This information is covered in our terms and conditions under the sections ****************** and Your Patience Is Appreciated.
  
  Even though **************** had to wait longer than anticipated for service, AAA Washington did provide a 64-mile tow on July 14, 2024, the cost of which exceeds what was paid in membership dues for 2023-2024. Additionally, the member is 11 months into this membership year, and is not eligible for a refund per our terms and conditions which state, Your AAA membership dues are non-refundable unless you cancel your membership prior to 5:00 PM PST on the fifth day following the initiation or renewal of your AAA membership.
  
  That being said, as an apology for service not going as expected, we are happy to provide a credit of $84.50 that **************** can use if he chooses to renew the membership at the end of August. This is equal to half of his future membership dues. All of our terms and conditions can be found on our website here: *******************************************************. We hope this gesture of goodwill shows that we value Mr. ******* membership, and we will do what we can to improve his experience in the future.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/19/24, I reserved a Tesla car via AAA after viewing AAA Hertz promotionals. On pick-up day 5/25/24, a Tesla was unavailable, and ***** staff explained that ***** doesnt have **cars anymore. On 5/29/24, via Hertz.com Support, I requested a partial refund because Id paid for a Tesla and drove a cheaper ****** Sentra. ***** Support responded unsatisfactorily, so I opened BBB case #********. On 6/12/24, ***** offered the partial refund Id requested.***** knew at the time that I reserved the Tesla that they would not be providing me what I paid for (attached 1/12/24 article). AAA is complicit in this deception: AAA posted a banner promoting a Hertz ***** rental sale, its search allows filtering on Hertz *****s and offers Managers Specials that *** contain *****s. After I reserved a Tesla, I got multiple emails from Hertz about my upcoming Tesla rental citing the (phantom) AAA discount. (attached snapshots dated 6/12/24)

  Business response

  06/21/2024

  Please forward to AAA Washington at ********************* for review/response. ************************************* Thank you.

  Business response

  07/03/2024

  In Regard to **************** BBB Complaint ID# ********:

  On 3/19/2024 ***************************** reserved a ***** from Hertz after viewing a AAA/Hertz ad. On the date and location of pick-up (5/25/2024 at ***************************), the reserved model of car (Tesla Model 3) was not available. ***************************** has noted news articles mentioning that ***** will no longer offer ***** and other EV vehicles. ***************************** also noted that the staff at the pickup location let her know that ***** did not offer ***** or EV vehicles anymore.

  Upon receiving this complaint from the BBB, we contacted our Hertz representative who assured us that ***** does indeed still have ***** and other EV vehicles available, the staff at this location simply misspoke when they informed ***************************** that do not offer ***** or EV vehicles anymore. Our Hertz representative has contacted this location to assist in clarifying this issue and training of the staff.

  ***** has informed AAA that with regards to Tesla and EV vehicles, they have aligned their fleet to match the demand in the marketplace,but they still offer Tesla and EV vehicles.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member for the last 4-5 years on my mom's account. Our policy renews in January. This year the fee was deducted as usual from our bank on 1/3/24 and was refunded on 3/1/24. We received a letter dated 2/29/24 saying we violated the terms and conditions and our membership was cancelled and ineligible for renewal. To our knowledge we have not violated any terms of AAA. In the letter AAA didn't even state why we were cancelled or what the reasons were. Never received any phone call or email warning that something was wrong or anything! Now I have been waiting for almost a week for someone to email me our tow history so I can send in the letter of appeal which is due now in 2 days and haven't received anything. If something was wrong or violated AAA should have the decency to contact the member and explain the wrongdoing so either the member can reimburse AAA for whatever they covered, or at the very least give a warning so the error is not repeated. Cancelling someone with no warning or explanation is horrible customer service and allowing that person to believe they are covered just to find out they are not during an emergency is absolutely unacceptable business. My member # is ****************, and I'd like our accounts towing history and an explanation as to the specific reasons we were cancelled.

  Business response

  04/11/2024

  Concerning Ms. ***** BBB Complaint ID ********:

  The purpose of AAA emergency road service is to assist members when they are stranded with an eligible disabled vehicle to get them back on the road or to a licensed repair shop. AAA Washington is quite familiar with the complexities surrounding our offering of emergency roadside services; our general philosophy toward serving our club members is to routinely look for ways to honor member claims and to provide safe, supportive, and high-value services.

  The emergency road service activity of Ms. ***** household was evaluated over the course of multiple membership years. From this review, it was determined that the use of the membership was not consistent with the intended purpose of AAA service, and as such the membership was canceled in accordance with the section of our ********************** Terms and Conditions that states: AAA Washington reserves the right to cancel membership for any use of emergency road services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services.
  

  As the member reports, at the point of canceling the membership AAA Washington provided a full refund of the membership dues that were paid for the 2024-2025 membership year. AAA also sent a letter to the primary household member that highlighted specific sections of our terms and conditions that relate to the reason for cancellation. The letter also included information on how to appeal the decision by mail.
  

  Regarding Ms. ***** request to receive a report detailing the members road service history, while members can view their service history through their online account, it is not *********************** policy to provide reporting of historical roadside service usage to former members. To ensure accuracy, AAA Washington conducted an extensive review of the members service history; these details were then reviewed by a committee of tenured AAA leaders prior to determining their membership status. 
  

  We do regret that Ms. **** did not receive a response to their request for historical service details, and as such, we will extend this members appeal deadline by three weeks which should offer sufficient time for the member to draft and mail in a cancellation appeal letter.

  Customer response

  04/17/2024

  On 4/15/2024 I received an email from AAA member services saying that because I am not a member, they will not provide me with any of my tow history or tell me what rule my household violated to have our membership cancelled.

  This is the email text from AAA:

  Dear *******,

  We apologize for not responding to your request for emergency roadside service call history sooner.

  As AAA Washington has concluded our relationship with your household, we will be unable to continue fulfilling membership requests for you, such a providing documentation or details about your call history. We can suggest that you speak with all associates that were listed on the membership over the past three to four years and refer to any repair records you have for your vehicles during that time frame.

  After reviewing our terms and conditions, if you feel that your household has used the service strictly for their own emergencies, and in compliance with our policies, please send an appeal to AAA Washington, ************************* P.O. *****************************, with an explanation of your vehicles and services. Since we missed the opportunity to respond to you earlier, we will accept any appeal submitted before 5/31/2024. Please keep in mind again that agents in our call center and our stores will not be able to provide you with a detailed call history or specifics about your cancellation by phone, email, or mail.

  Appeals are reviewed by our member appeals committee, typically monthly, in the order they are received. Once a final decision has been made on your appeal, you will be sent another letter advising you of the status of your membership, and whether you qualify for reinstatement.

  If you need a copy of your cancellation letter or have questions about your appeal status, please send an email to ************************** You can review our terms and conditions on our website at wa.aaa.com. Your patience is appreciated.

  Sincerely,

  AAA Washington

  Member Relations
  

  Customer response

  04/22/2024

   
  Complaint: 21502414
  
  I am rejecting this response because: My household does most of our own auto repairs, rarely do we take any of our vehicles to a shop so other than auto parts receipts that leaves very little options to prove the roadside service that was provided was an eligible roadside emergency. AAA also states they will not honor any request to provide our households tow history because we are no longer members of AAA. How is a person supposed to be able to appeal this decision and provide the necessary information if AAA refuses to give any information including which roadside assistance incident(s) led to the decision of cancellation?

  Once a customer submits a roadside assistance request it is up to AAA to contact a service provider and make arrangements. If a certain service is not covered by AAA then AAA customer service should be held responsible for accepting and completing the task instead of rejecting the service request due to ineligibility.

  I do not believe that AAA has their customers best interest in mind. They refuse to provide me with my own information and roadside history limiting my chance at appealing the cancellation. They also refuse to state which specific incident or request led to the decision to cancel my household further limiting the ability to appeal. 

  
  Sincerely,
  
  *******************

  Business response

  05/08/2024

  Concerning Ms. ***** BBB Complaint ID ********:
  

  AAA Washington is a not-for-profit membership organization. We endeavor to retain members and do not cancel memberships without consideration for our staff, our independent service providers, and our entire membership as a whole. Ms. ***** household was canceled in accordance with the section of our terms and conditions that states, AAA Washingtonreserves the right to cancel membership for any use of emergency road services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services. The cancellation of membership was not determined by one specific event, but rather by a history of use over a period of several membership years that is disproportionate to the typical use of service by a AAA member.
  
  Our agents top concern at the time of a call is the members safety and accurately capturing information in order to provide service. AAA Washington is a club, and members are expected to be aware of the policies in our terms and conditions and request service within those guidelines.
  
  As Ms. **** is not currently an AAA member, and as the dues for the 2024-25 membership year were refunded, allocating resources to provide membership benefits to her, such as call records, is not in the best interest of AAA members who are in good standing. If Ms. **** is unable to recall service events, she may want to confer with the individual who was listed as the primary member to discuss their road service activity. If Ms.Case no longer lives in the same household, she can appeal on her own behalf and include her updated address, and the road service activity and vehicles she is familiar with to the best of her recollection. The appeal process outlined in the cancellation letter is the only way for reinstatement to be considered.

  
  

  Customer response

  05/13/2024

   
  Complaint: 21502414
  
  I am rejecting this response because:

  AAA states that because my household is no longer a member, they will not allocate the resources to provide our tow history that we requested. This is horrible customer service regardless of membership status. For 6 years our household held active membership and never received any notice of unauthorized service or notice of violation(s), nor were we ever aware of any such events. 

  The cancellation letter that was mailed to us was just a few sentences it did not give any legitimate explanation or reason for termination. The only instructions the notice has as to the appeals process was to include any/all documentation to support the appeal. I was not the sole member on our account, and being that we were members for 6 years how is anyone going to remember every single service their household has requested? 

  AAA apparently does not care for their customers. I'm sure it takes but a mere minute or two for a customer service agent to email our service request history. If AAA wished to retain and hold their members, they would provide the documentation that belongs to the former member to assist in their appeal. Instead it appears AAA is above decent customer service. 

  There are other reviews as well as people that I personally know that have experienced the same situation with AAA. Rather than attempt to resolve the issue within their procedures, AAA would prefer to blame the customer under false pretenses and then claim they can not "allocate their resources" to people who are no longer active members. Shame.

  Sincerely,
  
  *******************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  aaa cancelled ** after using when our car broke down in ******* after many years of being a member 10 + years, stated reason for cancel was to many uses and refuses to refund membership after renewing.we only used this time "first ever tow" and for a flat 5-6 years ago- we pay for our kids and our son used 2 times for his car that was not reliable 2 years ago for a tow back to dealership WHY DO YOU CANCEL PEOPLE FOR USING is this not what aaa is for ****** a year and you use it you get cancelled REFUND MY MONEY YOU CROOKS

  Business response

  03/15/2024

  In regard to Mr. ******* BBB Complaint ID ********:
  
  AAA evaluated the emergency roadside service use of Mr. ******* household for a period of several membership years, and determined that the use of the membership, was not consistent with the intended purpose of AAA service. The membership was canceled in accordance with the section of our ********************** Terms and Conditions that states, AAA reserves the right to cancel membership and refuse servicefor any use of ERS services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services
  
  A letter was sent to **************** as the primary household member on 2/29/24 advising that the membership had been canceled for violations of our terms and conditions and providing a way to appeal the decision by mail. At this time, we have not received an appeal from **************** or any member of his household.
  
  The membership is not eligible for a refund because the service was used during the 2024/2025 membership year on 2/27/24. Our refund policies can be found in our terms and conditions here ************************************************************* the section Membership dues cancellation and refund policy.  

  Customer response

  03/20/2024

   
  Complaint: 21400023
  
  I am rejecting this response because:

  Thank you for 10+ years of scamming me after I used once for a breakdown out of state, no wonder aarp endorses Allstate and social media is full of AAA horror stories, Thank you AAA for cancelling me now instead of 10 more years of What you call your plus membership "plus what is the question" with 700 employees at our company you can bet the word is out.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the highest level of AAA service. Including recovery. I was told they pull 100 ft on the phone or they need 2 trucks. My request for my only vehicle. Was denied for a 60 to 70 ***********. Then I was called back and told they only do 50 ft. This is ridiculous.

  Business response

  02/09/2024

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

  Thank you.

  Business response

  02/26/2024

  In regard to ********************** BBB complaint ID ********:
  
  We attempted to contact ******************* on 2/14/24 to discuss his complaint as we show that he did receive service on 2/8/24 for an extrication on his 2021 Chevrolet Silverado 3500 HD.Unfortunately, we were not able to reach him.
  
  On 2/7/24 ******************** contacted AAA and estimated that his vehicle had slid approximately 75 feet down a hill off of his driveway. Our primary service provider in the area advised us that 75 feet was too far off the roadway for their winch, and ************* call was canceled.
  
  The following day, ******************** placed 2 subsequent calls describing the distance as approximately ***** feet off of the driveway and was advised again that our provider could not accommodate that distance. Later ******************** advised that his vehicle could be as close as 30 feet down the incline, and we sent a different provider to assess the situation.
  
  We do believe our dispatch team could have proactively searched for another provider in the area to assess the scene earlier on to determine whether ******************** could be accommodated. We regret that did not happen during his first call to AAA, but we are happy that ******************* was able to get the service he requested as is indicated by the completed call in his service history. We appreciate ********************** membership and apologize for any inconvenience. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA allowed to renew my membership to get a tow while I was stuck on the side of the freeway. They then called me back to say they couldn't render services promised. They state that they will offer reimbursement for having to get towed by another company, but it will take four weeks just to "review" the receipt I sent in. According to them it is because of "snow and ice in our area" we didn't have any of those conditions at that time. I can forward emails from AAA if need be. It took about 30 minutes to get a membership, now it's going to take a month the review a receipt?

  Business response

  02/08/2024

  
  
  In regard to ****************** BBB Complaint ID ********:
  
  On January 26, ****, ****************** requested emergency roadside service towing at approximately 2:45 AM, at the same time he reinstated his lapsed membership. Unfortunately, our network of service providers in the early morning is significantly less than at other times when there is more call volume. Our dispatch team reached out to 11 different providers in an attempt to get service out to ****************** but had to provide him with the options to hire commercial service and submit a reimbursement request or wait until after 8:00 AM when more providers would be available.
  
  AAA Washington quotes a four-week time frame for reimbursements in an attempt to account for holidays, weather events, volume, incomplete information, mailing, and other potential delays. We received ****************** reimbursement request on January 29, ****, and it was processed by our administration team on February 2, ****. Barring any unforeseen incident, his reimbursement check will be mailed to the address on file on February 12, ****.
  
  In the future, ****************** can check on the status of a reimbursement request by contacting the administration team in our ****************************** at ************, Monday Thursday from 8:00 AM to 5:00 PM, and Friday from 8:00 AM to 3:00 PM. He can also view our terms and conditions regarding reimbursements and alternate service on our website here: *******************************************************.
  
  We appreciate ****************** patience and thank him for choosing AAA.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction November 20 2023. AAA of Washington renew my policy without my permission.AAA of Washington makes it almost impossible to cancel a policy.AAA of Washington is still taking money out of my account after I call and told them not to.

  Business response

  01/26/2024

  
  
  In regard to ****************** BBB Complaint ID ********:
  
  On 11/30/2022, ****************** signed up for a AAA membership online and agreed to our terms and conditions prior to payment. AAA Washington memberships are an annual commitment and require full payment of annual dues, regardless of membership use. Members who participate in a monthly payment plan agree to have the annual dues broken into monthly payments plus a $2.00 monthly service charge and have those payments automatically deducted from their credit card on file.
  
  Approximately 45 days prior to a new membership year, the member is sent a new card and a renewal statement advising that the monthly payments will continue to be automatically deducted from the credit card we have on file. Members are also sent various emails about their renewal and text message alerts.
  
  The first time we heard about ***************** desire to cancel the membership was January 12, ****, three months into the 2023-**** membership year. We are sorry to hear that he wants to discontinue his AAA membership. The amount he has paid toward the 2023-**** membership year is $42.51. This amount will be refunded in 3 separate charges back to the card we have on file within the next 5-7 business days depending on his bank. Any payments prior to November 2023 were for the payment plan of the previous membership year and are not eligible for refund. ****************** can read our terms and conditions regarding monthly payment plans on our website here: ********************************************************** the section Membership Dues Cancellation and Refund Policy. 

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as they complete their end. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a letter from AAA that they were canceling my membership due to misuse but if you know how AAA works you can have multiple people under your account which I did. At the bottom of that letter there was an option to send in a letter to ask for them to reconsider this and not only did they not respond but they couldnt even tell me what it was that was done to warrant being canceled after being an outstanding member for over **************************************************************************** the letter to them that I would have been more then willing to take off the person(s) who were misusing this service as I never planned to lose this service and would like to have it back.

  Business response

  01/22/2024

  In regard to Mr. ****** BBB Complaint ID ********:
  
  On October 26, 2023, Mr. ****** household was canceled for violations of our terms and conditions. ************** appealed this decision, and on December 27, 2023, his appeal was approved for reinstatement, excluding specific household members who were determined to be part of the misuse of the membership. A letter was sent to the address on file on December 29, 2023, advising him of his reinstatement and the conditions for maintaining a AAA membership. 
  
  When we received this report, we attempted to contact ************** by phone but reached his voicemail, so we sent an email advising him of his reinstatement and providing him with a copy of the letter that was sent.
  
  Mr. ****** membership is pending renewal at this time. He can contact our member services department 24 hours a day at ************, or he can register his membership online to renew. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Recently Paid For A *** Membership. At The Time I Paid For It, The Reason Was Due To Me Locking My Keys In My Car. I Saw A Pretty Nice Yearly Deal That Included 5 Long Distance Tows. January 1st I Believe, My Donut Tire Popped On The Freeway While With My Infant. As It Was A Holiday The Place I Needed To Go To Get My Tire Fixed Was Closed So I Got My Car Towed Home. This Morning I Proceeded To Use The *** To Get My Car Towed To The Shop. After ********************** ***** Mins Later I Received A Call From Someone That Works There Saying Because They Towed My Car Home That Day They Completed The Job. So, They Wont Tow My Car To The Shop Because Its No Longer Considered An Emergency. Confused, I Asked Why Could I Not Use My Towing Benefit If I Pay $100+ For A Membership. She Repeated Its Not An Emergency So I Cant Use It. I Reminded Her About The Holiday And Not Being Able To So Technically It Is An Emergency. Thats My Transportation For Me And My Kid. But She Said Once We Dropped Your Car Off At Your House We Finished The Job, This Is No Longer Considered An Emergency. Frustrated, I Said This Doesnt Make Sense And The Call Dropped. And I Havent Been Able To Reach Anyone Else

  Business response

  01/12/2024

  In regard to ********************' BBB Complaint ID ********:
  
  We attempted to reach ******************** by phone and sent her an email on 1/9/2024 as this is the first time we had heard of her complaint. ******************** signed up for a AAA membership online on 11/28/23 and requested roadside assistance for a tire change according to our records. Expectation would be that putting on a donut spare would allow the member to drive to a place of repair as soon as possible. ******************** account of the spare tire failing on the freeway is accurate, and we are thankful that she and her infant were safe after AAA delivered her vehicle to her residence on 1/1/2024.
  
  AAA policy is that we offer one service per vehicle disablement so that we can ensure we have the resources to assist members who are experiencing roadside difficulties. As ******************** had received two services for the same tire issue, our dispatch department advised her of this policy. However, we are willing to make an exception at this time considering the repair shop was not open and allow the member to obtain a tow to the tire shop. The email we sent her explains how she can still request service from AAA, or if she has already hired a commercial towing service, how she can apply for reimbursement consideration. We have also explained in greater detail how AAA membership works and provided a link to our terms and conditions along with contact information if she has questions in the future. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Regarding invoice #******. My bf was charged $244.99 (-$25 AAA discount) + *****% tax. The sales tax is incorrect. ****** is ****% and my bf was charged *****% and the invoice had a ****** based address on it. The service driver was great but AAA takes advantage of customers by overcharging for their batteries. AAA charges almost double the average selling price of the 24F battery. I later saw online that prices were $120-130 at ****** and ******** Auto Parts. I expected an upcharge but did not expect this much of an upcharge. I want a partial refund of $50 to bring the price of the battery more in line with competitors. AAA did not warn my bf at the time they they were charging $100 over the going market rate. We would have not purchased a new battery and waited if that was the case.

  Business response

  01/02/2024

  In regard to Ms. ***** BBB Complaint ID ********:
  
  Battery pricing varies greatly in the industry, and while AAA-branded batteries are not the least expensive, they are competitive in the market with other high-end batteries that have a 3-year replacement warranty. Our members are given the option to purchase a AAA battery at the location of their vehicle disablement after we provide a free test of their vehicles current battery health and charging system to determine whether or not one is needed. They are under no obligation to purchase a AAA battery, and our technicians can even provide a jumpstart to get members back on the road if they prefer purchasing a battery from another provider. We appreciate ************ for notifying us of the discrepancy in the tax rate for ****** and are happy to refund the 33-cent overcharge back to the member. 

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*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. ↩