Complaints

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

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• 

  AAA Washington

  3605 132nd Ave SE Bellevue, WA 98006-1333

• 

  AAA Cruise & Travel – Bellevue

  1100 Bellevue Way SE Ste 7 Bellevue, WA 98004

• 

  AAA Cruise & Travel – Mount Vernon

  1811 Riverside Dr Ste B Mount Vernon, WA 98273-5412

• 

  AAA Cruise & Travel – Issaquah

  170 Front St N Issaquah, WA 98027-3295

• 

  AAA Cruise & Travel – Spokane

  1314 S Grand Blvd Ste 1 Spokane, WA 99202-1174

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Misleading AAA Mailer Regarding Temporary Roadside Assistance Dear BBB/Attorney General/AAA Customer Service,I am writing to formally complain about a misleading mailer I received from AAA regarding temporary roadside assistance. The mailer, addressed to me, included two perforated AAA membership cardsone for me and one for a "free Classic Associate"and stated that these cards were effective immediately and for use. Nowhere on the mailer does it state that these benefits only apply after signing up for a membership.When I called the number provided to inquire about the temporary roadside assistance, when I was stranded, I was told that these cards do not provide actual service unless I enroll. This contradicts the language on the mailer, which strongly implies that I have active, temporary roadside assistance until February 28, 2025.This type of advertising is deceptive and misleading. Especially for older vulnerable adults. It creates the impression that I already have a benefit that is, in reality, just a marketing tactic to encourage sign-**** I am requesting that AAA:1. Clarify this misleading wording in future mailers to prevent confusion for other consumers.2. Issue a formal response explaining where & why the mailer suggests active coverage when it does not exist.3. Review their marketing practices to ensure they are transparent and not misleading to potential members.I would appreciate a written response regarding this issue. If I do not receive a satisfactory resolution, I will consider escalating the complaint to the ************************ (***) for deceptive advertising. And thank you for leaving me stranded on the side of the road thinking that those perforated cutouts with membership # on the front would actually work when I called before the expiration date was up.Thank you for your attention to this matter you can email me your reason

  Business Response

  Date: 02/13/2025

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

  Business Response

  Date: 03/07/2025

  In regard to Ms. ******* BBB Complaint ID ********:
  
  AAA Washington strives to clearly communicate membership benefits and terms in our marketing, as well as do our part to ensure roadside safety. We are sorry to learn of Ms. ******* experience related to a recent marketing mailer.
  
  The back of the temporary membership card included in this mailer reads, In the event the Primary member fails to pay your membership dues, you will be billed for any service you obtained with this card Certain limitations may apply. In addition, there are multiple instances throughout the mailer that note a response is required for the included cards to be active. The temporary cards are included in the mailer to ensure that members who officially join AAA Washington have a physical card to receive benefits if needed while their official cards are being processed and mailed.
  
  To further enhance the clarity of this messaging in future mailers, we have added the following verbiage to the back of the temporary cards: Roadside benefits begin after payment of dues is received.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted to AAA of Washington October 7, 2024 via their website:On Sunday, September 29th, 2024, I was left stranded in ****** on ******************** 84, exit 252, for 21 hours because of AAA of Washington's failure to provide any of the services which I have been paying for. Please reference service request # ****** and all associated phone calls. Because of AAA of Washington's total failure, I am requesting immediate termination of my 24+ years of membership retroactive to my last premium dated May 07, 2024 in the amount of $181.00. In addition to the refund of my premium, I am seeking compensation for the 21 hours I was left stranded alongside the freeway at the rate $40.00 for the first 8 hours ($320.00), time and a half for the next 8 hours ($480), and double time for the remaining 5 hours ($400.00).****** G ********* Member # *** 260 ******* 00 2 Oct 8, 2024 I received a call from *** and spoke with a gentleman named ****. He offered to refund my premium and reimburse me for the *** ****** service call, but could not compensate me for my time loss.On October 10, 2024 my premium was refunded and membership cancelled.On Nov 10th, 2024 I sent a second request to *** via their website. I stated I was willing to accept a lifetime membership instead of cash as compensation for my time. I received an email promising someone would reach out to me within 6 business days On December 16, 2024 I responded to the email received November 10, 2024 : It has been over a month since you emailed me in regards to my complaint of being stranded on the Oregon freeway because AAA of Washington failed to provide roadside assistance. In your email you stated I would be contacted by someone within 6 business days, yet I have heard nothing. Would you provide me with an update and please explain what happened. Why was I ignored again? Thank You,****** G ********* To this date, January 30, 2025, there has been no further communication from AAA of Washington

  Business Response

  Date: 02/07/2025

  In regard to Mr. ********** BBB Complaint ID# ********:
  
  On October 8th, 2024, Mr. ********* contacted AAA Washington reporting that he was dissatisfied with a September 29th, 2024, service experience where he had requested tire service for his ** while traveling on an Oregon highway. *** Oregon call records indicate that Mr. ********* reported that he was in a safe location, which aids *** in determining call prioritization. Within four hours of receiving the call, the *********** informed the member that they were not able to change one of the **s inside tires at the breakdown location. ********** advised the member that if he were to find a provider willing to repair the tire at the breakdown location, he would be eligible to apply for reimbursement consideration. Records indicate that shortly after that conversation, Mr. ********* updated his request to have the ** towed to where the tire could be replaced. Roughly four hours after submitting the tow request, Mr. ********* canceled the *** call.
  
  Records show that on October 9th, 2024, one of AAA Washingtons District Automotive Managers followed up with Mr. ********** acknowledging his feedback. Recognizing that Mr. ********* was a long-term member, the Automotive Manager offered to reimburse his 2024 membership dues, as well as costs tied to rectifying his roadside disablement. On this call, Mr. ********* was also told that his request for compensation for the time that his vehicle was disabled was denied. This information was again communicated to Mr. ********* in an email sent December 17, 2024.
  
  While we do regret that Mr. ********* had a poor service experience, and is no longer a AAA Washington member, we believe Mr. ********* has been offered fair compensation for the service delays he experienced, and that we have communicated our position regarding Mr. ********** request over the phone and via email.
  
  Our clubs policy decision is supported by the AAA Washington membership Terms and Conditions,stating, AAA Washington and its emergency road service providers shall have no liability for any failure of or delay in providing services due to causes beyond its reasonable control. Members can review our terms and conditions, in particular the section titled Your Patience Is Appreciated, on our website at *************************************************;

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used AAA for a battery replacement on my 2013 Prius and was initially provided with a quote I agreed to. However, when the technician arrived, the final price was significantly higher. *** later claimed the original quote was just an estimate and that the technician provides the actual cost. This critical information was not communicated to me upfront, which I feel was misleading.This experience felt like a bait-and-switch tactic, where I was given an attractive quote to secure my commitment, only to face a higher cost when I had little choice but to proceed. When I contacted customer service to express my concerns, the representative was dismissive and condescending, suggesting I should have refused the service and opted for a jump start instead.The agent also stated that the price discrepancy was due to the need for my vehicles ***, comparing it to towing services. However, I was never informed that a *** was required before receiving the initial quote. Additionally, the 2013 ***** uses only one standard battery type, meaning the final price increase was unjustified. **** failure to request the *** upfront demonstrates a lack of thoroughness and resulted in unexpected price changes.After the service, I discovered that a comparable battery is available elsewhere for nearly half the cost of what *** charged me, further reinforcing my feeling of being overcharged. This experience left me feeling that *** prioritizes cost-cutting over assisting customers, and the representatives attitude only added to my frustration.

  Business Response

  Date: 01/27/2025

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

  Business Response

  Date: 02/18/2025

  In regard to Mr. ****** BBB Complaint ID# ********:
  
  AAA Washington strives to provide clear and accurate details regarding our products and services, and we are sorry to learn of Mr.****** experience while using our battery service program.
  
  In researching Mr. ****** complaint, we discovered that a training issue led to our team quoting an inaccurate price for our 12-volt AGM battery.  Unable to reach him by phone,we emailed Mr. ****** acknowledging our service issue and offering credit for all fees above what was initially quoted. Mr. ***** has since responded offering appreciation for the follow up.
  
  In an effort to ensure that we correctly quote battery prices to our members, we have informed the appropriate teams and will continue working to reinforce that our team members follow proper protocols when providing battery price estimates.
  

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My battery died on my new car (<= 3 years old). AAA roadside assistance came out and told me my battery can't keep a charge and need to be replaced. Their battery couldn't start the car during winter and I called for them to cover the battery replacement as part of warranty. They said the Battery warranty is voided because I am currently not a member.

  Business Response

  Date: 12/04/2024

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

  Business Response

  Date: 12/27/2024

  In regard to Mr. ***** BBB Complaint ID# ********:
  
  On December 23, 2024, we contacted Mr. **** to get more information about his complaint. On that call, he informed us that he had initially contacted his insurance company and used their roadside assistance program to obtain service. He also stated that the provider that assisted him happened to be an independent service provider for AAA Washington, and they sold him a battery during this event.
  
  Unfortunately, Mr. **** could not recall when the event occurred, and we were unable to locate a record of the service with the limited information provided. However, if Mr. **** purchased a ***-branded battery, and can locate the required documentation, we will be happy to assist him through our reimbursement process. The documentation required for reimbursement includes a copy of the original battery sale paperwork, the test results showing the *** battery failed, and a completed reimbursement form that can be obtained from our website at *******************************.
  
  We hope this information is useful and satisfies Mr. ***** complaint.

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid AAA-WA my annual dues. When I had a tire blowout, I attempted to log into my account. I received several messages that indicated I couldn't not log in because my membership expired. I was not able to reset my password because my membership was "no longer active." Thus, I was unable to access rescue services (included in my plan). When I contacted AAA-WA they attempted to gaslight me saying that I didn't have an online account - right, because I was unable to set one up because my membership was not valid. They reset my password and that day I started to receive uninvited spam/emails, further indicating my membership had not been activated when I renewed. They refused to refund my money or prorate my account saying I was past my window of cancelation (funny that I wasn't a member until the day I complained, yet I still couldn't cancel). I can file for money owed for rescue services, but I can't get out of my contract even though they did not provide services at the time needed.

  Business Response

  Date: 12/16/2024

  In regard to Ms. ******* BBB Complaint ID# ********:
  
  On December 3rd, 2024, Ms. ****** reported to AAA Washington that several days prior she had experienced a roadside disablement, and for an undetermined reason, she was unable to log in to her online account and submit a service request to ***. Ms. ****** further reported that she ultimately found service from another provider, and feeling let down by ***, she also requested her account to be canceled, and her membership fee refunded.
  
  Limited troubleshooting opportunities challenged ***s ability to diagnose the root cause of Ms. ******* access issue, but records show that her account was in good standing at the time that she attempted to access her online account.  ********************** regrets that Ms. ****** was not able to utilize her membership during a time of need, and it remains unclear whether Ms. ****** was aware that in addition to submitting requests online, members can request *** services by dialing ************** ***************).
  
  As Ms. ****** was outside of the cancellation window, AAA Washington initially denied Ms. ******* request for a membership refund, but AAA Washington informed her that she was eligible to submit a reimbursement request to *** to cover her out-of-pocket service costs. Ms. ******* however, expressed a greater interest in cancelling her account and receiving a refund of her membership dues.
  
  A managerial review of Ms. ******* incident confirmed that her membership had been recently renewed and that she had not utilized *** services. As such, AAA Washington made a policy exception and issued a full refund to Ms. ****** for her recent membership renewal.

  Customer Answer

  Date: 12/30/2024

  I am satisfied with AAA refunding my dues. However, ***'s description of events contains several errors of fact. When I tried multiple times to access my account without success during a road hazard, I was informed that my account was not active and that my email was not associated with ***'s system. I was unable to use their emergency services without pre-payment. Later, I was told that I did not have an online account set up (untrue). Yet in a subsequent email, I was informed that I did have an account but needed a new password, which they reset. ***'s communication has been is still is misleading. Since the matter is resolved, I will pursue no further action. 

   

  Christie 

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******, and I am a premier AAA member, I had my local AAA tow my vehicle from my home to an auto shop that AAA works closely with and even gives a discount for doing business with their auto shop. This was on a Sunday, so Nisqually Auto was closed. So my vehicle was left outside of the Business. The next day, the Auto shop contacted me and told me they did not work on foreign cars. So, the car was never moved inside, even to be looked at, but was left outside the fence of the shop. I then contacted *** and relayed the message that the Auto shop where they dropped off my vehicle said that they do not work on foreign vehicles and that it can be picked up. I called AAA and told them that Nisqually Towing couldn't do maintenance on my 2000 ********** Golf and that I needed to be picked up and returned to my home. A representative told me they could not return my vehicle to my house. After pleading with the representative and giving no reason why they couldn't tow my vehicle back to my home. I then asked to speak to a manager or supervisor, but I was denied. The representative said she would talk to a supervisor to see if he would approve it. (From my home to Nisqually ******************** it takes less than 5 minutes. 2.2 miles ) After holding for about 10 minutes, the **** returned to tell me that her supervisor denied my request and they wouldn't be bringing my vehicle back to my house. This could have been avoided if AAA had told me from the beginning that Nisqually ******************* doesn't work on foreign vehicles. A company that they know and have done business with for some time now. Nisqually ******************* towed my vehicle from outside their business to their tow yard. I contacted *** several times, asking them not only to return my vehicle but also to speak with Nisqually Towing (where the car was taken), which has refused to tell me about my vehicle.

  Business Response

  Date: 11/21/2024

  Concerning Mr. ****** BBB Complaint ID ********:
  
  On Sunday, October 13, 2024, Mr. ****** submitted an online request to have his vehicle towed from his residence to a local auto repair shop, Nisqually Automotive & Towing. On that same day, AAA Washington dispensed a service technician who towed Mr. ****** vehicle to the requested repair facility.
  
  On the morning of October 18th, Mr. ****** contacted AAA stating that he was informed by Nisqually Automotive that they would not be able to work on his vehicle, and Mr. ****** requested that AAA tow the vehicle back to his residence. Mr. ****** was informed that in line with *** terms and conditions, members are allowed a single tow service per eligible vehicle disablement; however, as an exception and as a gesture of goodwill, AAA offered to tow the vehicle to another repair facility. Mr. ****** did not accept **** offer and instead informed the *** representative that he would, see what he was going to do and call back. 
  
  On October 26th, Mr. ****** again contacted *** reporting that Nisqually Automotive had impounded his vehicle from their property. ********* further stated that *** was responsible as we had refused his request to tow the vehicle back to his residence. On that call, Mr. ****** was reminded that *** had offered to tow his vehicle to a second repair facility and that ********* did not accept the offer. Upon hearing this, Mr. ****** requested to speak with a AAA manager and was provided a contact phone number and details regarding the managers availability.
  
  AAA Washingtons terms and conditions state, Members will be provided with one (1) towing service per eligible vehicle disablement. AAA Washingtons terms and conditions also state, tows from repair shops, and any tows of convenience as determined by AAA Washington are not covered by the membership. 
  
  Despite these policies, and in the interest of serving our members needs, *** proposed a solution to re-tow the vehicle to another repair facility. Since Mr. ****** did not accept AAA Washingtons proposed remedy, AAA Washington does not accept responsibility for the fact that Mr. ****** vehicle was ultimately impounded. AAA Washington further asserts that Mr. ****** is not entitled to a refund of membership dues as we have twice provided services to Mr. ****** during this membership year, and the timeframe for a refund has expired.

• Initial Complaint

  Date:10/16/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with *** five years and they are paid in full and still refusing me service.

  Business Response

  Date: 10/23/2024

  In regard to Mr. ******* BBB Complaint ID ********:
  
  On October 16, 2024, Mr. ****** contacted AAA Washington requesting a membership refund as he was traveling outside of AAA Washington territory in ******* and due to resource limitations,the local ********* the Mountain *********** could not change a tire on his 25-foot, 18,000-pound motorhome. Mr. ****** had a spare tire, but no **** that could lift his RV. He was advised by the Mountain ********** that they did not have an available service provider with a **** capable of lifting his motorhome.
  
  Call notes from the Mountain ********** confirm that Mr. ****** was given the options of a tow to a repair shop of his choice or to seek commercial service and applying for reimbursement from AAA Washington for his tire change, but he declined both options.
  
  AAA Washingtons terms and conditions state, Due to the size of some RVs, not all *********** providers are capable of providing tire changing, towing, and winching services Members may apply for reimbursement consideration if charged for a service in another AAA/*** organizations territory that would have been provided without charge if the disablement had occurred in AAA Washingtons territory.
  
  *** is a federation of clubs across the ************* and ******. Each club governs its own territory and may have differences in services and available resources. Since our reimbursement model does not work for Mr. ******* per his request, AAA Washington has agreed to refund his membership dues for the current membership year. 

  Customer Answer

  Date: 10/24/2024

  Please close the compliant as "Resolved" Thank you 

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is that on September 2, 2024 my vehicles doors locked and I was unable to gain entry, then at approximately 6:30 pm I called AAA of Washington because on 5/30/2024 I paid $68.00 for AAA emergency road service membership. The technician/road service attendant? arrived at approximately 7:30pm. He never told me his name or identified himself, even though he drove a vehicle with a AAA sign on it. He eventually unlocked my driver's door, but not without saying at least three times "I've got a lot of s*** going on..."and after a number of failed attempts to use his unlock tool he would yank on my vehicles door handle with too much force. I would say if didn't use all his strength, he used at least 95% (ninety-five percent) of his strength to rip my door handle off. Then at approximately the seventh to eight time he ripped/yanked on my vehicles door handle, it was no longer going back to it's closed/resting position. Then after he and I couldn't actually gain entry to my vehicle after he definitely and permanently damaged my door handle, he said he did everything he could and left. I request that AAA of Washington reimburse me at-least $340.67 for parts (a new door handle) and labor to have it installed. I have uploaded four estimates from four different local ********* dealerships, I chose ********* since my vehicle is a *********. The average cost for parts and lab or is $340.67. AAA of Washington has sent me a check for $100.00, but I will not cash it and ask them to determine what they would like me to do with it since I refuse to cash it.Sincerely,****** *******

  Business Response

  Date: 09/20/2024

  In regard to Mr. Kalnins’ BBB Complaint ID# 22295347:
  
  Records show that on September 3, 2024, Mr. Kalnins contacted AAA Washington reporting that his driver’s side door was faulty and requested AAA’s assistance opening the door. Records further show that a AAA technician visited the site and was able to unlock the member’s door.
  
  On September 4, 2024, Mr. Kalnins filed a complaint with AAA stating that the technician behaved unprofessionally; Mr. Kalnins also reported that the driver damaged the vehicle’s door handle and demanded that AAA pay $49.99 for the handle and $50.00 for installation. AAA Washington researched the incident and did not find our independent service provider responsible for the damages. A AAA Washington District Manager contacted Mr. Kalnins to discuss the reported behavior and offered a check for $100.00 to our member as a goodwill gesture.
  
  At this point in time, AAA Washington will not be facilitating additional compensation to Mr. Kalnins as he originally reported the handle as faulty, and as there is no evidence that our AAA technician was responsible for the damaged handle. Additionally, per the AAA Washington terms and conditions, “If there are damages resulting from the road services provided by an independent service provider, AAA Washington is not liable, and members agree that the sole resolution for such situations is with the independent service provider.”

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22295347
  
  I am rejecting this response because:
  I never stated my vehicle’s door handle was faulty and the vehicle’s door handle was NOT faulty until it was permanently damaged by the AAA of Washingtons dispatched personnel on Tuesday September 3, 2024.  I requested a lockout service because my vehicles door were locked and I needed the doors unlocked.  When AAA of Washingtons dispatched personnel arrived, he eventually unlocked my drivers door but also damaged my drivers door handle to the point that it was inoperable and does not function.  I submitted four estimates from four different Chevrolet dealerships for the cost of the part and labor to install a new door handle, the average price of the four estimates was $340.67.  I will attempt to upload the four estimates to this response.
  Sincerely,
  
  Martin Kalnins

  Business Response

  Date: 10/16/2024

  In regard to Mr. Kalnins’ BBB Complaint ID# 22295347:
  
  AAA Washington records show that on September 3, 2024, Mr. Kalnins contacted AAA Washington needing assistance gaining entry to his vehicle. He reported that his driver’s side door was “faulty” and asked that the technician also bring wire cutters as his passenger-side door was held together with wire. Mr. Kalnins was advised that the technician would likely not have wire cutters but would be able to unlock the vehicle. Records confirm that a AAA technician visited the site and was able to unlock the member’s door.
  
  The following day, Mr. Kalnins filed a formal complaint with AAA Washington stating that while attempting to open the door the technician damaged the driver’s-side door handle by “pulling it too hard.” Mr. Kalnins’ complaint advised that he, “had this new exterior door handle installed less than a month ago, a replacement door handle at Oreillyauto.com for my 2001 Chevrolet Express costs $49.99 plus tax, I request that AAA of Washington either purchase the front driver’s side exterior door handle and pay to have it installed at a body shop or send me a check for $49.99 plus tax plus $50.00 for labor.”  Mr. Kalnins also reported that the technician behaved unprofessionally and seemed rushed.
  
  AAA Washington researched the incident and identified dispatch notes confirming that the service technician had reported that the handle was damaged upon arrival. This information along with Mr. Kalnins’ initial report that the door was faulty was sufficient for AAA to conclude that our independent service provider was not responsible for the damaged driver’s door handle. A AAA Washington District Manager spoke with Mr. Kalnins, discussed our findings, and addressed the member’s feedback about how he was mistreated during the service call. As an apology for the unsatisfactory experience and a gesture of goodwill, AAA Washington issued Mr. Kalnins a check for $100.00.
  
  At this time, we believe that Mr. Kalnins has been treated in a reasonable and fair manner, and that AAA Washington bears no further responsibilities regarding this matter. This position is further supported by the AAA Washington Terms and Conditions, which include, “If there are damages resulting from the road services provided by an independent service provider, AAA Washington is not liable, and members agree that the sole resolution for such situations is with the independent service provider.”

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife was denied a tow when her membership covered the tow. They targeted my wife as if she was a criminal trying to corrupt the system in her favor to get her car home. They targeted me and my wife as if we were trying to commit fraud. The membership covered my wife's tow for 200 miles in distance and the car was only 153 miles from home. Seattle to Vancouver WA. My wife said it was as if they were investigating our request for tow. We are disappointed as we have been members and have used the services plenty in the past,to then be categorized a criminal. I also don't understand why my $211 refund will take several weeks to return when it only took 2 minutes for them to take it out of my account. Very very disappointed in ***.

  Business Response

  Date: 09/17/2024

  In regard to Mr. ****** BBB Complaint ID# ********:
  
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the distress and inconvenience you and your wife experienced during the recent tow request.
  
  We have reviewed the situation and would like to clarify the events and our policies:
  
  On August 30, 2024, you initiated a tow request while your membership was in a surcharge status, having already utilized the maximum allowable ERS benefits for the membership year. Despite these challenges, we fulfilled the tow request and towed your vehicle from the freeway breakdown location to a residence. Our terms and conditions found here *******************************************, allow only one tow per breakdown event during the initial tow service on August 30, 2024, and this was communicated to you.
  
  Subsequently, on September ******, a new member was added to your membership. This member requested a long tow and sought transportation from the location where the vehicle was towed on August 30, 2024. The associate membership purchased on the same day does not qualify for the upgraded towing benefits, as it is subject to our policy. Our policy stipulates a 5-day waiting period for towing benefits above a classic membership, which was communicated to you at the time of purchase. Furthermore,it was clarified that only one tow is permitted per breakdown event regardless of the household member putting in for the request.
  
  The newly added associate called to put in another tow request on September 8, 2024, just after the 5-day waiting period, and put in another request for a long tow. The service was declined according to our policy, which does not include a second tow for the same breakdown event. Because of our inability to fulfill the requested service, and at the member's request, the membership has been canceled, and a refund of $211.00 was issued on 9/11/2024.
  
  We understand your frustration regarding the refund process. We expedited your refund, and if you have not received your refund, you should see the amount reflected in your account within the next few days.
  
  We value your membership and appreciate your understanding.
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22268191
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** *****

   

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Unprofessional Conduct of Employee Dear BBB staff,I am writing to formally complain about an incident involving one of *** employees, *******, during a call I made on Friday, September 6, at 1:12 PM.I reached out in a state of distress after my car broke down two days prior. After contacting ***, they towed my vehicle to the dealership, where I had the issue diagnosed. Unfortunately, the repair costs were beyond my budget, so I found a more affordable option and needed assistance with the ****** my surprise, ******* called the dealership without my consent to inquire about what I had paid, which I found to be inappropriate. When he returned to my call, his demeanor was shockingly negative and unhelpful. He yelled at me and refused to provide his last name when I requested it. Moreover, he made a disrespectful comment suggesting that I needed a cognitive test because I was struggling to hear him.Brandon's rude behavior only added to my distress during an already challenging time. I believe such conduct is unacceptable, and I urge you to take appropriate action to address this situation.Thank you for your attention to this matter. I hope to see improvements in customer service moving forward.Sincerely, ****** ****

  Business Response

  Date: 09/17/2024

  In regard to Ms. ***** BBB Complaint ID# ********:
  
  We reviewed Ms. ***** account and call history relating to this complaint. ******* had her vehicle towed to a mechanic but then determined the mechanic was too expensive. Ms. **** may have been unaware that non-emergency tows are excluded from AAA Washingtons services, which should have been explained to her. After Ms. ***** vehicle had been towed to a safe location, a second tow to a lower-cost mechanic would not be considered a covered emergency per our terms and conditions which can be read here: *******************************************.
  
  Furthermore,it is against AAA Washingtons policy to tow a vehicle from a repair shop without independently verifying that there are no fees due at pickup. The customer service representative contacted the repair shop before determining that a second tow would not be covered. This should have been communicated to Ms. ***** as well,  and the language Ms. **** believed to be inappropriate should not have been used.
  
  Customer service is a core value for **********************. The issue is being thoroughly investigated, and steps will be taken to ensure that all interactions are handled with respect and professionalism. We value our members and their feedback. We apologize to Ms. **** and would welcome her to contact us directly if she would like to discuss this matter further.