Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a *** customer for almost 10 years and have renewed my account every year in good standing. I have never used their service in 10 years until wanting to use it recently. I lent my son, my car for college, and all the power steering fluid poured out while he was parked. We located a ***** from his apt. which is approximately 3 blocks away. I contacted *** to have them tow, "MY CAR" 3 blocks away to the Midas. I was told that because I am not there physically, they cannot grant the request. I was 700 miles away so there would be no way to go there and stand next to the car to have it towed instead of my son being there. They said that the PERSON is COVERED, and not THEIR CAR. I don't remember ever signing up for a life insurance policy with ***. So, in essence, I have paid almost $700 for a coverage that I have NEVER USED, and now I can't even use it when needed for a 3 block tow. I then asked to have my coverage shut down and to get reimbursed for my latest renewal which was 2 months prior. You guessed it, they cannot do it because it is passed the 30 days renewal period so I will continue to be stuck with the membership with no reimbursement on the remaining time. What a **** this company is running and how is it possible that we all continue to fall for it. If I would have used this one time in 10 years then maybe I would have learned sooner. How they can continue to get away with this is beyond me but after reading similar negative views it is no wonder that they have such a **** poor rating.

  Business response

  01/28/2025

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/29/2025

  We apologize for any confusion, but your car insurance covers your car.... the *** membership covers you and any vehicle you are in that needs service. So if you were in a friend's vehicle and it broke down, we could get that vehicle towed because you were there when it happened. We see that we did help you with a jumpstart in 2022 and ******* with a tow in 2023, we are glad to have been there for you in that time of need. If you wish to cancel your membership, please call the *****# on your card and follow the prompts for the membership department. 

  Customer response

  02/03/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I was informed by agent to obtain copy of tow receipt for reimbursement. 
  Regards,
  
  ***** ********

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband passed away on November 20, 2024. Today (1/28/2025), I noticed that he is listed as "additional Membership" and was charged $42. I called *** to request to remove his name. They did it, but told me there is no prorated refund of membership fee. This is not reasonable. I have been member of *** since 1994, and one person in our household is sufficient for the coverage. Hence, I need help to file this complaint, and request at least prorated refund. Thank you.

  Business response

  01/28/2025

  We are very sorry for your loss, and apologize about any confusion regarding the membership. 

  When you renewed on 6/9/24 for just yourself, that was $63.00. We then added ******* to the membership on 10/31/2024 for free, it was no charge to you to add him as an associate. 

  Your membership does not expire until 8/1/2025, so I'm assuming that when you logged in, it showed it would be $42 to renew his account with yours come August. We didn't put any charge onto you today, 1/28/25. We cancelled ******* off your account since he is deceased, there is nothing to refund you since his membership was free. 

   

  Customer response

  01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged my credit card on January 13 2025 $114 without my authorization, I called AAA on 1/13/25 and told them I was paid up until 2/15/2025 and i don't want to renew my coverage, I have it with my car insurance. As of 1/20/2025 they have not contacted my credit card company.

  Business response

  01/24/2025

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/28/2025

  We apologize for any confusion - the membership was cancelled on 1/24/25, and it can take up to 15 days for the refund to process on your credit card. 

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I had a flat tire on Sunday Jan 12 so i called AAA to get roadside assistance so i called triple AAA then renewed my membership at the same time and i was also advised i needed to pay $69 fee for using the service within the 3 day period after renewing. Tech came out and replaced the tire with the spare but he never drilled on the new tire so as i drove down the street the tire almost fell off while driving, i called him back he told me that this happens sometimes. I said no it shouldn't this was a lack of not being responsible and double checking the tire is secured, i could have been in a fatal accident because of this then i had to go to a tire repair shop to pay them to correct it, i need the company to know what kind of faulty work being done and i demand a refund for the service that was not performed correctly

  Business response

  01/22/2025

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/24/2025

  Mrs. ***** reported that the driver was unprofessional, and shortly after she drove away, her tire began to wobble. Fortunately, she was close to a tire shop; otherwise, she could have been in serious danger if her tire had come off. I apologized to her for the inconvenience and informed her that I would add her service call back and reimburse her $69 for using the service before the three-day grace ******* The member accepted this resolution.

  Customer response

  01/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** *****

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay $100/year for AAA roadside assistance. On 1/20 my car would not start at the end of my work day. I called my AAA about 3:45pm and requested assistance. I still had not heard from anyone at 6 pm so I took an **** home. During the ride home I got a call from *** saying they were very busy and offering me an appointment the next day. I explained I am an RN at a hospital and I had to work the next day but could go to my car on my break. The agent said they would accommodate me and scheduled me for service on 1/21 between 12 and 2:30 pm.I explained I cant carry my phone while caring for patients. She assured me Id be called ******* pm. Instead a service provider called me at 9:37am, 9:56 and 10:13am. I called AAA back at 12 when I checked my phone. Explained again, said they called too early. Was given another appointment for 3:30 to 4:30pm. I get off work at 3:30. Checked my phone at 3:30pm to find the service provider called early again at 1:55 and 2:23pm. I called at 3:30 but the service provider refused to help. Said I had to call AAA for another *************** said they couldnt help me until Wed 1/22 12-2pm Another **** home plus the $50+ **** to work on 1/21 @6am. I dont work 1/22 so I will need a fourth **** to the hospital ramp in hopes of getting my car started. I cant even trust theyll call or show up in the time frame they gave me. *** knows it gets cold in winter. They should be limiting their memberships to the number of people they can realistically provide service for even in cold weather.

  Business response

  01/22/2025

  We spoke with Ms. ****** on January 22, 2025, via telephone and the matter was resolved to her satisfaction.

  Customer response

  01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ******

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/24/2024 I met with ******** ****** at the **** office me and my husband with plans for a Aruba Trip for May of 2025, I purchased a protection plan to cancel trip for whatever reason may happen not knowing that if you don't specifically say that if a person has a health issue comes up that we would have purchase a option to receive all of my monies instead of a FTC which is only a Future Trip Credit, now if this representative would have explained this to me I would have not purchased for this trip because this was my reason for paying protection insurance for my trip to *****. Although, now that I have explained what has happened with my spouse in December of 2024 she is very sarcastic, with me and I explained to her that she did explained that my only option would be a FTC, but she back forth with a nasty attitude and adamant with about this situation, and also stated to me that "Oh your stress out" Yes she right now, I''m stress that she trying to keep this kind of money from, my husband has started with Dialysis now and yes this has change our plans, but what is that to say to me. I have been very upset with this woman, because really she does care about the people who she serves for planning bucket list trips for customers. I just would like to inform others about this practice of Ms. ******* she not a sincere person and swears she trying to help. I just want my money back, because I was not aware after purchasing cancellation fees that I would not get my money back except for my fees for the protection insurance I very angry about this situation.

  Business response

  01/13/2025

  Hello,

  The Member called ******* on 12/29 and told her they had to cancel due to medical issues.
  The total they paid by 3063.52
  Amount refunded to their credit card ending in 2768 was $2185.52 refunded from Pleasant Holidays on 12/30  (was told it takes 7-10 days to see credit)
  500.00 future travel credit was issued from Pleasant for them to use by Dec 2025
  This was sent to her and she agreed that this was good.
  She was upset about travel insurance being nonrefundable which is it.
  They paid a total of $378.00 for insurance for 2 people this was told to her when she cancelled on 12/29
  So, the only amount that she is not receiving back is the cost of travel insurance at $378.00
  

  AAA-Auto Club Group

  Customer response

  01/14/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called AAA and they automatically hang up. Called 3 times each time I heard a clicking noise and I was disconnected. Went to website to arrange a tow to a local mechanic for tomorrow and they automatically changed the date to today. I did this twice and both times the date for service was changed by the website. So you cannot get service from AAA by phone or on their website. I called them last week to try to schedule a tow and they said I had to wait for a minimum of 3 days prior so I did and then could not get service. What has happened to ***. Totally unreliable.

  Business response

  01/06/2025

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/07/2025

  
  HELLO,
  AC**RDING TO THE MEMBER'S ADDRESS THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. PLEASE USE ******* TO DETERMINE THE APPROPRIATE AUTO CLUB.
  

  AAA

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have paid for AAA roadside for the last 6 months. Broke down on Christmas and waited for AAA for 3 hours, they continuously told me someone was on the way and the arrival time was continuously pushed out. After 3 hours they stopped responding and never towed my car. Nobody ever showed up or contacted me. After 18 hours I contacted a tow company and had the car towed. This all happened on Christmas. I contacted *** and requested the money I had paid for the membership to be returned (6 months), and for the tow bill. They refused and now I am out the membership money and the tow money and the time away from family on Christmas waiting for a tow truck that never came. This company sold me a service (roadside assistance) and I purchased said service; when I attempted to use this service I was unable to do so, therefore I never received the service I paid for and I want a full refund for said service.I also request reimbursement for my time away from family on Christmas. The service I was sold and purchased and was to prevent a scenario such as this from occurring. I also request AAA stop advertising roadside service when they fail to provide said service. It is not right to advertise a service to provide safety and peace of mind and then not provide said service. Many people rely on emergency-type policies such as this to be there just-in-case and there should be consequences and repercussions for failing to provide emergency services which have been paid for in full.

  Business response

  12/31/2024

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/02/2025

  We have attempted to reach Mr. ******** on January 2, 2025, via telephone/email but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I called Triple AAA for a fuel request at 10:30 They never came but the whole entire time were lying about coming when I asked if my service depends on whether servicers want to respond to requests I was told yes that service depends on whether a servicer wants to come or not. I was told that I was assigned to Empire Towing , they never called never came, even though I was told that I would receive a call and was assigned to a servicer. Triple AAA is not dependable, I waited two hours on a dark road being lied to about the service. I was helped by a passerby. Stop pandering and lying about your service, that is dangerous and you put people in a compromising position!!

  Business response

  12/31/2024

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/03/2025

  We contacted Ms. ****** at the number listed, she stated she never filed the complaint. We consider this matter closed.

  Customer response

  01/03/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
    I received a call from AAA on 01/03/2025 and was told that I was contacted in regards to a complaint I made. The agent began by saying that I was contacted at 2:47AM to see if I still needed services. As I continued listening to the agent, the details of what she stated I had complained about did not appear that she was talking about my complaint. She stated that I stated in the complaint that I sat waiting for 6 hours and that I also had another time before where I had a flat tire and had to drive my car to a service station with a flat, I immediately told her she had the wrong customer thats not what I filed. I did not sit waiting for 6 hours, it was two, I never mentioned a flat tire of any kind because that didnt happen. The details sounded like someone elses complaint, she immediately got off the phone. This just shows to me how unorganized and unprofessional AAA is.
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 times in a row AAA left me stranded on side of highway. Last time i ended up driving on a flat to tire store. This time i am stranded out of town with no money and have waited 6 hours and still have not assigned me to anyone. I am going to lose my job and probably my truck too if they do not come soon. I have no other way to get me and my vehicle home thats why i pay for towing!!

  Business response

  12/21/2024

  Dear BBB of Delaware, 

  Please forward this complaint to the *** covering ******** 

  Thank you, 

  *** Member Experience 

  Business response

  12/31/2024

  Please forward to ********* Group at **************** for review/response. ****************************************************

  Business response

  01/07/2025

  We attempted to contact this member multiple times but have not received a response. Once the member replies we can work to address his concerns.

*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. ↩