Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I had a hit and run incident almost 3 weeks ago and my car got hit b a AAA customer! We filed a police report and did an insurance exchange and filed a claim. 3 days after the incident we received a voicemail from a AAA representative, her name is ********, ***************** saying that the cant get of their customer. We tried to call her back for almost ten times since then and the office wont ********** car is brand new and I am afraid its going to start rusting if not fixed ******* claim number is ********* AAA is acting irresponsible and unacceptable! And its impossible to file a complaint on their website, find an email for complaints or a phone number!!

  

  Business response

  01/16/2025

  Hello,

   AAA ordered the police report, *** attempted contact with the insured. insured called  back ***** we were able to confirm facts of loss ***** cleared the claim for coverage ***** liability on 01/08. AAA attempted contact with claimant on  01/08  ***** left a message for claimant.  On 01/15/25,  AAA sent a note  to the claimant SAMI ***** set up the inspection for repair. AAA advised claimant of processes as he elected Snap Sheet Cash Settlement. Claimant vehicle is in process to be paid once Snap Sheet estimate has been completed.   Insured vehicle had no damage claimed and v2 had minor cosmetic damage- scratch ***** w his vehicle had drivable damage. no rental was asked for or is needed at this time.
  
  AAA-Auto Club Group

  Customer response

  01/21/2025

   
  Complaint: 22810355
  
  Not closing this until repairs are done! The slowest corporations in *******! A two day thing took them a month! Almost a month to get a call back from your representative who wasnt very friendly when she did and now almost a week passed after the call and still havent received my check! Not to mention the estimate which is not REASONABLE and I pray it at least matches the repairs cost because I have no time to get through another process again! This is really stressing me out and I will make sure everybody knows my experience with AAA! Do better!
  
  if this continues Ill make sure to get with my lawyer because I cant get stressed out about this more!

  
  Sincerely,
  
  **** Khdairi

  

  Business response

  01/27/2025

  Payment was issued. If you still have not received it please contact the claim representative to advise. Thank you, AAA-The Auto Club Group

• Initial Complaint

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was signed up for a AAA membership by an insurance agency that provided me a homeowner/auto quote. I did not ask for a membership or pay for it but figured it would not do any harm. Little did I know that the membership increased the amount of junk mail by 1000%. I have had to call several times and am often disconnected when navigating through the phone tree. I have successfully made it through to a human once an asked that I be taken off all mailing lists, which was supposedly done. I am still getting too much AAA life insurance and other mail. This is no way to do business and has actually turned me off to anything AAA related. How can I be deleted from all of your advertising databases and membership database? I tried calling ************ again today and was disconnected after navigating through the phone tree.

  

  Business response

  01/16/2025

  ****** ******
  973 ********* **
  **********************
  
  
  Membership number RE: ****************
  
  
  Dear BBB, 
  
  Thank you for contacting AAA. On January 16, 2025, we spoke with ****** ****** regarding his complaint of receiving too many mailers from AAA. We advised ****** that we added his contact information to the do-not-contact list and to please allow 6 weeks for all mailings to cease. 
  
  At this time, we consider this matter resolved. 
  
  
  Kind regards, 
  Member Relations. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 12, 2024, my car appeared to be overheating and I did not want to drive it so , I called AAA to have it towed. to AAA *************** ******** Plus . The engine oil maintenance and oil change/ was showing. The towing representative stated that he smelled coolant. I agreed to wait in the waiting room as the test was being conducted. **** returned to state that it was my radiator and what could have caused this problem.. He handed me an invoice, he also suggested that I get the belt on my car replaced. He begins to state that you have an Infinity. Since the repairs could not be completed that day I had to leave the car. I picked up the car on Saturday morning. I noticed was that the maintenance warning notice was still appearing.. The next time that I drove the car ,I thought I heard a noise, however, on the second trip in my car, I was certain that something was wrong. I returned to the establishment. **** drove the car in the bay, because it was cold outside He took the time to turn off the maintenance reminders for the engine oil and the oil change/ filter and apologized that his mechanics did not do it. He could hear the noise and said it was the belt. Later, **** came to tell me that it was not the belt, but instead it was something else. He gave it a long name and I assumed it was a mechanic word, but he did not show me or explained to me and there was not a write up describing the finding. I stated my refusal to pay for additional repairs, He stated I should or could experience problems because anything could happen. I believe he was admitting to the negligence of his mechanics. The part could not be ordered until the next day be the provider was closed. So I agreed to return. While waiting for the keys, I was told that it was my catalytic converter. fearful I left my car to be repaired the next day. The next day they called at 5:00 PM, stating that my car was completed, but it was not ready to be picked up.

  

  Business response

  12/12/2024

  The vehicle came in with a leak coming from radiator. We replaced radiator, belt & did an oil change. She came back about 2 weeks later to get light reset & to check a noise that she thought was coming from coolant system. After inspecting vehicle, we noticed that noise is coming from catalytic converter. **** then called her to explain what the issue was and she then returned to the center and **** raised the vehicle to let her see where noise was coming from.
  The vehicle was at car care when she called BBB & by the time we received the complaint she had picked up the vehicle and was satisfied with the outcome.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23, 2024, my son experienced a flat tire on the rear driver side tire his way home traveling along interstate I-88. We called triple AAA for roadside assistance. The individual dispatched arrived and proceeded to lift the car from the back. He kept banging the tire extremely hard to get it off. He then proceeded to lift the car from the side and eventually got the tire off. After driving the car home, we noticed that it was severely pulling to the left. We thought the alignment was off and took it to the dealership. Upon review, it was noted that the left rear control arm was bent, which ****** stated was caused by a tow lift. I paid to have it repaired, since the car was not drivable, which totaled $1,002.40. I filed a complaint with Triple AAA, complaint number *****, in which they assured me that they would do everything in order to make this right. I submitted all my documentation to Mon'e *******, who was assigned to the case. Months went by and I have not been able to get in contact with her, I have left multiple voicemails, multiple emails and called triple AAA multiple times in which they stated a manager would give me a call back, which never happens. I do not believe that my claim was handled properly and I have not received a refund for the damages caused by the towing company.

  

  Business response

  11/12/2024

  Your son advised us that he stuck an object in the road and then got the flat tire. It takes extreme pressure to bend a control arm. That can't happen from someone banging on the tire. The damage complaint was denied and we consider this matter closed. This happened when your son hit the object in the road. 

  Customer response

  11/13/2024

   
  Complaint: 22541924
  
  I am rejecting this response because:
  
  My son ran over a nail, that does not cause a bent control arm. The damage of the bent control arm came from the towing company lifting the car from the back, which is an improper way to lift a vehicle. The ****** dealership validated this. I have run over a steel ladder on the expressway and there was no damage to the car. A bent control arm does not happen from the tire going flat. I was never notified of the claim being denied, the agent just stopped responding to all my communication via emails and calls. I called Triple AAA multiple times and no one ever called me back. This was improperly handled and I dont believe the claim was properly assessed.

  
  Sincerely,
  
  ***** ****

  

  Business response

  11/25/2024

  At no point did you advise it was a nail that was ran over. Also, a nail would not immediately flatten the tire. You advised us it was an object in the road. There was also no damage to the hub or tire you claim the driver was banging on over and over with a 6 foot pole. Due to the fact that your son ran over something in the road, causing a flat tire and a bent control arm on the same wheel, we advised you we couldn't 100% find the provider liable for said damage. Our position was to mediate, you can contact the facility and work with them if you please. BBB, we consider this matter closed. 

• Initial Complaint

  10/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early October I visited the ************* to obtain an International Drivers Permit (********) for a motorcycle trip to *******. Unfortunately, the person who filled out the permit DID NOT indicate my motorcycle endorsement from my provided drivers license. I made a comment to mention it but did not check her work. I unfortunately got pulled over in ******* while on my motorcycle tour and the police did not accept my International Drivers Permit due to the sloppy mistake. I had to pay ********* VND ($110 US) fine/bribe so that my bike would not be impounded. AAA has the US monopoly for these permits and the only thing you needed to do was fill out the paperwork correctly. This was an anxiety ridden experience that should have never occurred. I know I have no leverage and no longer have a car in the ** (membership no longer needed). I have now wasted additional time trying to find an email on their website for customer support. Those I sent to our different divisions. They were all nice enough to tell me they felt sorry for the problem but not their domain.  

  

  Business response

  10/21/2024

  Hello,

  We are sorry to hear about your experience. Please contact the ************* and ask for management at ************ for assistance. They will be able to assist you with your concerns.

  AAA-Auto Club Group

  Customer response

  10/24/2024

   
  Complaint: 22443986
  
  I am still traveling in ************** and the time zone is 12 hours ahead.  Can someone provide me the managers contact email or phone so I can connect? When I called the location was not open.
  
  Sincerely,
  
  ****** Verb

  

  Business response

  10/24/2024

  Hello,

   Please contact the ************* at ************. Keep in mind IL time zone is Central Daylight Time.

  AAA-Auto Club Group

  Customer response

  10/29/2024

   
  Complaint: 22443986
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Verb

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to AAA ******** on May 1, 2024 because my car was making a loud groaning and grinding noise. I asked that they figure out why my car was making the noise and fix it. I was told it was making that noise because the power steering pump needed to be replaced. I paid to have the power steering pump replaced but my car was still making the horrible noise. I was told that I needed to drive the car for a few weeks and that the noise would go away. Two weeks later I returned to the AAA because the noise had not gone away. I was told I needed to drive my car for a few months at least for the noise to go away. I drove my car for 3 months and the noise never went away. I brought my car back to AAA and was told no one could help me that day and that I would need to come back the next week. I returned a week later and was told that the power steering pump they installed was defective and that they would install a new one and that would fix the problem. After they installed the new pump, the sound remained, but no one explained why if it was fixed it was still making this horrible sound. On October 5 I returned for a 5th time with the same unresolved issue and was told no one could help me that day, but that if I came back another day the Master Technician could figure out what the problem was. The same master technician who replaced the supposed defective pump and did not care that the sound remained on my car is the only person who they say would be able to figure out and fix the problem, but this person has demonstrated that they are incompetent or careless or both. Either the power steering pump was not replaced correctly, or the problem is not the power steering pump at all and I was charged for a repair my car did not require. Either way the problem has never been fixed. I want a full refund for the money I was charged on May 1, 2024.

  

  Business response

  10/28/2024

  We apologize for the inconvenience and fact that we didn't meet your expectations or ours. We will process a refund to the customer in the amount of $500.00.  

  Customer response

  10/30/2024

   
  Complaint: 22401996
  
  I am rejecting this response because:
    I was charged more than $500 for the services that my car never needed.  I was charged $1,353.08. (I initially put in the incorrect amount on my complaint.) I deserve to be refunded the full amount I was charged for the poor service and unnecessary repair my car received on May 1, 2024.  To refund me anything less than the full amount I was charged that day would be fraudulent.  

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im very upset and disappointed with AAA I had a scheduled for them to come out to tow my vehicle at 11:30am 10/8/24 and they kept rescheduling the time all day. I took off work to be there and now my vehicle will not be fixed today and Im going without a car tomorrow. And then I was charged 28 miles over at $7.00 each which is way higher than the normal towing company who would have charged $100.00 vs $196.00. I feel like I should be credited money back considering they were so late and I missed work all day vs a 1/2 day originally scheduled. That is poor customer **********************!

  

  Business response

  10/10/2024

  We spoke with Mrs. ***** ***** on 10/10/2024 via telephone and the matter was resolved to her satisfaction. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our AAA agent told us we no longer had vehicle insurance and that our family was driving without coverage for about a month. The reason was because our AAA agent failed to file our credit card information on time. *****. Then our agent said he could not reinstate us for a year and told us we needed to sign up with another company. So that is what we did. NOW we received a bill from AAA for that period of time we were without insurance. We spent hours on the phone over this and my wife was crying because it was so stressful (and unbelievable). She left her preschool students to go and deal with it. AAA should not only erase the erroneous charge but pay us for our time and pain and suffering. We have an apology letter from our agent but he has not responded to the erroneous billing.

  

  Business response

  10/09/2024

  Hello,

  Per policy it looks like the policy cancelled on ****** but it was reinstated due to compromised credit card. The balance of $248.41 is owing due to coverage was provided from the renewal date to the cancellation date.

  If cancellation is supposed to be effective ****** then there would be a 30 plus day gap in coverage to ****** when insured elsewhere. The State of IL could at some point request proof of coverage with AAA during this gap. The fine for no coverage is $100 per vehicle.

  Per customer's request the policy was cancelled eff ****** and amount is owing. I have attached the docs that were mailed to customer.

  *************************** Club **********************

  Customer response

  10/09/2024

   
  Complaint: 22395298
  
  I am rejecting this response because:

  a) We NEVER requested cancellation. Agent failed to file new credit card information in July. Twice we provided signed forms to Agent. Agent informed us via phone call, well after the filing deadline, we had NO coverage and told us it COULDNT BE REINSTATED FOR 1 YEAR. Then two AAA agents offered to find us another carrier. 
  b) The stack of paperwork we received is massive. We worked closely with Agent to ensure we stayed current, but he didnt do his job of filing our credit card information. We can prove the agent missed the filing deadline. Or you can ask him yourself. We have his apology letter as well. 
  c)It sounds to me like AAA broke State Law (or caused us to). If we get fined like you said, that falls on AAA. 
  d) Lets let a judge decide? This is beyond ridiculous, not fair, and probably illegal.  

  Sincerely,
  
  ***** and ***** *******

  

  Business response

  10/10/2024

  Hello,

  The agent did make an error with sending the incorrect forms, and this was corrected by our company. The agent should have taken a payment due to the error but didn't. Once the error was found the agent's manager had this corrected. All the billing was updated. The policy was initially cancelled due to no payment but reinstated once error was found.

  The customer decided to go with another company and cancel with AAA. There was still coverage provided from renewal ****** to ******. AAA is only collecting the amount owed.

  AAA-Auto Club Group

   

   

  Customer response

  10/10/2024

   
  Complaint: 22395298
  
  I am rejecting this response because the response is full of lies and mistruths. a) AAA did not tell us the error was corrected. b) the AAA agents said it could NOT be reinstated for a 1 year period. c) We did not decide ANYTHING. We were forced to get insurance with another company because we were instructed to do so by AAA agents who explained we had NO INSURANCE and could not be reinstated at AAA for 1 year. d) WE DID NOT CANCEL THE POLICY! WE WERE DROPPED WITHOUT ANYONE TELLING US!!! 
  Lets take this to court. Thanks BBB but these people need special help. 
  
  Sincerely,
  
  ***** and ***** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a battery from AAA March 12, 2024 which had a warranty for 3 years, I've only had it 6 months, A reputable repair shop told me the battery was not good. It kept going dead which caused me to purchase a Alternator (2). each alternator was affected due to this batter which caused me to spend over $500 to get it replaced. and repairs I contacted AAA to replace the battery, they sent 3 or 4 technicians which said the battery was good. The next day when I tried to start the vehicle the battery was dead, therefore I had to get a jump start. I called AAA again, AAA told me the last time (September 17, 2024)I called they would send a replacement, but did not. Now I have to pay out of pocket to buy another batter from another dealer.

  

  Business response

  10/07/2024

  A bad alternator will drain your battery, which in turn will void the warranty on the battery. 

  Customer response

  10/07/2024

   
  Complaint: 22300774
  
  I am rejecting this response because:
  
  Sincerely,
  
  Willie F Shipp

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please be advised that I would like to cancel the AAA membership effective 9.3.24 and I would like a refund of $65 for the membership fee because I was charged a higher price of $65 when the AAA website indicates $56 for classic membership. Also, I would like the $7 refund fee for Emergency towing because I was overcharged $7.00 when the towing was under 5 miles per ****** maps and based on my driving experience on 9.3.24. A total refund of $72 would be appreciated. As a senior citizen, I expect to receive honest services from businesses.

  

  Business response

  09/05/2024

  07/25/2024
  *******************************
  *************************
  Apt 1A
  Chicago, IL 60621
  Re: AAA Membership No. ****************
  
  Dear BBB,
  
  Thank you for contacting AAA. Our records indicate that member, *************************** received a completed tow service 09/03/2024. When a tow service is provided, the over mileage fee is the assigned stations discretion based on members coverage. Once a service is provided to our members, we are unable to cancel the membership with a refund. ****************** currently has 3 service calls remaining on her membership, with an expiration date of 09/15/2025. At this time, we consider this matter resolved.
  
  Sincerely,
  Member Relations

  Customer response

  09/06/2024

   
  Complaint: 22242698
  
  I am rejecting this response because I am not satisfied with the service and I will cancel my membership and pay a reasonable towing fee for $60 or $67.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/10/2024

  We have cancelled the membership at your request, if you paid by card, the $65 will be put back on that.

  Customer response

  09/11/2024

   
  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 except I was not given credit for $7 for overcharging for the tow on 9.3.24.
  
  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. ↩