Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family has been a Premier Member since 2011. AAA has eliminated the battery replacement for new Premier Members. Existing Premier members would be grandfathered and still be able to get the replacement battery. Our 2015 pickup has a bad battery. It needs to be jumped to start and has been tested by the dealership service team and “Found the vehicle charging system to be charging 14.1 volts which is within specification. Tested the battery and found it to be bad at 399 CCA’s out of 750 CCA’s. We live in a town that AAA doesn’t provide the replacement battery service. So, we jumped the truck and drove to a city that AAA provides the battery replacement service. AAA mobile service met us and used a tester that also jumped the battery. They were able to start the vehicle and said the battery was good and they could not replace it. The next statement they said is that they could sell us a battery. We then took the pickup to our daughter’s house because she is in a town that AAA has battery replacement service. She called them because the pickup wouldn’t start. Again, the AAA mobile service came out hooked up to the battery with their charger/tester and jumped the truck and said the battery was good and they couldn't replace the battery. Then proceeded to tell my daughter that she could buy a battery from AAA. I was pretty upset and called the Premier Member support. After explaining to the support member all that had taken place she said she would put a complaint in with all that has happened and that I would receive a call back within the next 3 days. It's been over a week, and I have not received a call.

  Business response

  11/15/2024

  I have called the member and let them know that we cannot replace the battery under the benefit unless the battery test shows a failed battery. Our driver tested nd the battery tested as "Good & Recharge". The member can always choose to purchase the battery but for the coverage of the benefit it would not qualify. 

  Business response

  11/29/2024

  The member can file for reimbursement under the battery warranty if they have documentation the battery is bad and needed replaced. We will need the new battery purchase receipt, bad battery test, and AAA battery purchase receipt. The member can file for reimbursement on our website.

  Customer response

  12/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am waiting for their response.  I went on the AAA website and requested reimbursement.  It could take up to 30 days.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AAA Road side service Monday we called for a tire change in Manhattan Kansas. My wife had a service dog with her and the dispatch said we will expedite the call. She took our service dog to the Vet and broke down on the way home. We were told 30 minutes, I said great! I was 40 minute away from the wife and didn't need to go and help. 30 minute later they called and said an hour away. That's when I started calling to find the real status and see if we can track the driver. I was on hold for 10 to 15 min to get a supervisor, I hung up and called the wife. Two and a half hours later they show up. I was already on the way at that point. At no time they gave an accurate ETA, OR an alternative solution as, pay out of pocket and submit the receipt. The case was opened on Monday and we should have heard back from an agent between 1 to 3 days, based on their communication. It's day 5 and no one has called us. We have called multiple times this week. I would like to cancel and receive a refund for any unused days remaining, we will not be using this service any longer. On a call for an hour so far and no resolution yet…

  Business response

  08/12/2024

  We spoke with *** ***** Monday 8/5/2024. Here is the confirmation email we sent him.

   

  Good afternoon *** *****, Thank you for taking the time to speak to me regarding your wife’s recent service concern. As we discussed, I have sent you a check in the amount of $101.22 to cover the months of August 2024 through February 2025. I have also verified that your membership is no longer on automatic renewal. If I can be of further assistance, please do not hesitate to reach out to me. Regards,
  Showing 1 to 6 of 6 entries
  

  Customer response

  08/12/2024

  
  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,
  
  ***** *****

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally complain about the unacceptable service I received from AAA, which resulted in significant personal inconvenience, financial loss, and potential health risks to my wife, who is a diabetic. On June 3rd, 2024, I started my AAA Plus membership and made the first of 41 calls over the next two days, seeking assistance after a tire blowout while driving back home from Colorado to Kansas. I faced constant issues and miscommunications between the Kansas and Colorado AAA clubs. This led to a series of transfers, with each representative giving me different information about my membership status and mileage coverage. Throughout this ordeal, I was stranded on the side of the highway with no service, constantly needing to walk for miles to get in touch with AAA. After several hours and numerous calls, I finally connected with the Kansas club, who verified my Plus membership and assured me of the 100-mile coverage. However, the delays continued. The initial tow was canceled without my knowledge, and subsequent calls to AAA resulted in more confusion and misinformation. I faced two days of waiting on the side of the highway with my wife unable to get home to my two children due to instructions and promises made by AAA. During this time, a severe storm hit, causing golf ball-sized hail to damage my car's front window. It wasn't until the next morning, June 4th, 2024, that I received a call from AAA about the open ticket. A new ticket was created, but again, my membership status was disputed. Eventually, the tow truck driver transported my car but informed me after hooking my car up that AAA claimed I had classic service, not Plus, and I would be responsible for $346.04 plus storage fees before releasing my car. My wife's diabetes medication, which needed refrigeration, was ruined after being in the car for nearly two days in extreme temperatures. Additionally, my car window was broken in three places, and I was without my car for nearly a month.

  Business response

  08/24/2024

  *** ***** had just signed up for service the same day that he was needing service. As far as the over-milege that is not something that is covered as the member was in the 7 day wait period and only covered for classic service of 5 miles of towing. While we do apologize for the service delays AAA would not be responsible for the members vehicle being damaged by hail and we would not cover the repair of the windows.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  "AAA. Use it for all it's worth." "Thank you for being a Premier Member!" "We value your membership!" For around 13 years, this is what I believed in and valued in AAA, and why I continued to pay for a AAA Premier membership, AND AM STILL WILLING TO DO SO! My name is Richard Bishop (current membership number 438 212***-***-****2, last renewed during May of 2023) and I have been a AAA member for around 13 years, mostly at the Premier level of membership - my previous membership was stopped during Covid. For around 13 years, I have been proud to be a AAA member. I promoted AAA Premier to family and friends and some of them have signed up. When I called for service, I was thanked for being a AAA Premier member. At no time did I ever think that by actually using the services and benefits, I would be punished! AAA advertised, promoted, marketed, and encouraged the Premier level of membership. I signed up, its what works best for me. I have always stayed within the parameters of the number and types of service calls and other benefits allowed for each membership year. I have NEVER exceeded the limits! To my shock and surprise, when I received my renewal notice, it says, in so many words, I CANNOT RENEW AT THE PREMIER LEVEL BECAUSE I USED THE BENEFITS THAT AAA PROVIDED!! But again, I have NEVER exceeded the limits and have ALWAYS stayed within the boundaries the AAA Premier membership provided. I respectfully ask that you allow me to continue membership with AAA at the Premier level. I want to continue to be proud of AAA and be able to promote AAA by word of mouth AND continue to have that peace of mind.

  Business response

  06/04/2024

  The member was downgraded based on useage over the last 36 months. The member can write an appeal letter to:

  Membership Compliance Committee

  PO Box *****

  Lexington, KY 40555

   

  As it states in our member benefit guide:

  4.3. Heavy Usage: Member who requests or uses an excessive
  amount of Emergency Roadside Service, that is, uses Services over a
  sustained period that are greater than the average Member uses, may
  be subject to membership downgrades at renewal, surcharges, or
  non-renewal of the membership.

  Business response

  06/12/2024

  We have advised how the member may file an appeal for the heavy user status. We are unable to respond to this concern further.

  Customer response

  06/17/2024

   
  Complaint: ********
  
  AAA’s response is unsatisfactory and I am rejecting their response.
  Again, AAA validates my complaint, i.e., because I used the benefits and services the premier membership included and that AAA advertised, promoted, and encouraged, I am being punished by not being allowed to renew at the premier level. This further demonstrates that AAA wants the money for the membership but does not want to provide the benefits and services.  As of the date and time of this written response, I have heard nothing from the appeal. AAA can resolve this by allowing continued membership at the premier level, including the battery replacement coverage.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a free 24 hour road side assistance card from them. The temporary membership number is ***********. I want my money returned to me since I should have received this for free. The letter states that I am eligible for a free tow and free change of a flat tire. Please credit my money back. Thanks, Kathleen ********

  Business response

  06/06/2022

  Business Response /* (1000, 10, 2022/05/25) */ The temporary number is to use once a membership is created so the member doesn't have to wait until receiving the permanent card in the mail. It does state on promotional materials that a membership must be paid for prior to service. We will be unable to provide a refund to the member.

*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. ↩