Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 7th, 2024 I had my **** ** ******** towed to AAA Alliance - Cincinnati - **** **** ******** *** for a clutch replacement. I had several repair shops to provide a quote for the parts and labor that rounded out to about 3200 to 4000k depending on unforseen circumstances. I was emailed a detailed list of all things needed for the vehicle outside the scope of work I requested that totaled 15K. I declined the extra work and only requested the clutch to be repaired. I spoke with Dallas C**** the service advisor and Chris J**** was the service tech. I was informed that the scope of work would cost roughly $5100. I was then called back 2 weeks later and informed by Dallas that the cost would now be over $8000 due to having a Super Charger installed on the Vehicle (Which has nothing to do with the clutch). When I received the invoice almost one month later, It contained the parts number which I looked up at the GM distributor as well as **** which is a partner of AAA. I was being charged DOUBLE for every part installed on the vehicle. I am a victim of Price Gouging

  

  Business response

  08/24/2024

  this has been forwarded to our Car Care Management for review.

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *******
  

  Customer response

  09/17/2024

  [[entered manually and confirmed with consumer prior to submitting to the business-BBB Rep-******]]

   

  I communicated with the GM and it's been a horrific experience. He apparently told his reps not to communicate with me when he finished the car.

  Nobody gave me a walk-thru of the work. He pretended to be on the phone so he didn't have to deal with me upon giving me the keys. 

  I just got the vehicle back a week and a half ago and the check engine light is on already. 

  I have followed up with them via text and call and have not heard back. 

  August 29th was the first contact, followed up on 9/2 and again today 9/17.

  

  Business response

  10/01/2024

  Email from the Car Care Manager:

   

  Very familiar with this customer…
  This vehicle is not only has an aftermarket supercharger, but alcohol injection also.  Within the tight factory specs and spacing, it makes this a full custom job.  The quote was given to him and signed off on.
  The customer was struggling coming up with the money for even the deposit.  Returned on 7-17-24 to make a deposit of $2,600 and could not get the difference until 8-14-24 of $3,228.93.
  Due to the increasing hostility toward the staff, $1,800 was removed from his invoice.  His total cost $5,828.93
  
  This customer said he decided to move out of state and is now in a rush for his vehicle, but the parts could not be ordered until he was able to come up with the money.
  The custom ordered parts have not all arrived at our location yet, when they arrive, the vehicle will be completed asap.
  
  Attached are the deposits and signatures:
  
  
  Scott B*****
  AAA  Tire & Auto
  Car Care Manager

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *******
  

  Customer response

  10/15/2024

  The response that the manager made is inaccurate. Upon the initial Condition Report inpection on June 7th, i was given a cost of roughly $13000 for the scope of work which included parts and labor for work above and beyond the reason my car was not running. I was then told by Dallas C**** that a complete clutch replacement was roughly $5330. I agreed to the terms and gave the green light to proceed AAA had my car for nearly a month after I agreed to the cost, then reached out to me on JULY 16th (over a month later) to tell me what I already knew about the vehicle having a Super Charger kit which they alleged required a greater scope of work resulting in 3k additional in labor costs bringing the new toral to almost 9k. I asked why was this not noticed in the initial quote provided. I was then asked to put down a deposit in order for them to move forward. By then AAA already had my vehicle in their possession for well over a month. Two days later JULY 18th...I physically showed up to the shop and paid $2600 as a down payment and asked for a timeline of completion which I was not given. After various complaints to staff and the General Manager...I came back up to the AAA on August 14th and paid an additional $3228.23 which Dallas told me was the balance. He also told me the ONLY thing needed was to bless the hydraulic break line which took a few hours. I was then called back 3 days later to Dallas telling me they broke the flywheel while draining the break line which made no sense to me. They had my vehicle for another 2 weeks. THE GM admitted to the lapse in work and assured me he would let me know personally when complete. I received the vehicle on August 29th with no explanation of the scope of work completed.Dallas informed me that since I escalated the issue, he could no longer communicate with me. I've ONLY driven the vehicle 3xs since receiving it back and my CHECK ENGINE LIGHT is back on AND the fuel gage no longer works which is directly connected to the clutch system. The GM told me he can no longer communicate with me since I escalated the issue to the BBB. I'm now in search of full refund or lawsuit!

  

  Business response

  11/07/2024

  attached are the repair orders with this case

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  * Has the company addressed the issues of this dispute?   No they have not. 
       * If not, why?  The vehicle took 3 months to repair with  no viable explaination and I now have a "CHECK ENGINE" light on immediately after I received the vehicle. Once they were informed that I escalated the issue to the BBB, the General Manager told me that he can no longer communicate with me so no one ever returned my calls regarding the lingering issues with the car, no scope of completed work was ever given to me and no explaination of what the problem was was ever explained.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? This company has not offered any concessions. They charged me nearly double for the scope of work so that when an offer was made to prorate the cost it merely went back down to what the actual cost of the job was. This ONLY occurred after I threatened legal recourse and the involvement of the local news stations. My grievance has not been settled with AAA.
  
  
  
  

  

  Business response

  12/03/2024

  Good evening, 
  

  I have spoken with *** ******* this evening. 
  

  I have provide my direct contact ###-###-#### ***************** 

   

  *** ******* gas gauge is now working correctly but he will update me if that changes. 
  

  I am going to assist in figuring out why the check engine light is on. He is going to provide me what the code read message/ code was/ is when he can. 
  

  Thank you, 
  

  Dax 

  Customer response

  12/05/2024

  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. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am reaching out because they are not returning emails which I have sent on the site they need to remove this persons name from out mailing address because they do not live here and have not lived here for 1 year I keep on trying to reach out about it on phone or email and can never get in contact with any one this is going to to long I am now if this does not get taken care of I am going to reach out to someone that can

  

  Business response

  07/09/2024

  Please provide us the name and address that the mailings need to stop. We will submit a stop mailing request and that could take up to 30 days to stop completely.

  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. 
  
  Regards,
  
  ***** ****

  This is the name and address they wanted first time I was asked for this but thank you 

  Also the name and address they wanted is ******* ******** **** ***** **** ***** **** *****

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 member numbers but 100 problems I called aaa monday to have my car tower at about 730 am. The lady said i was good to go ****************. The driver arrived and told me i owed about 45 dollars for 8 uncovered miles. I didnt have time to fight so i increased my plan. He then told me it would 7 days and I needed to pay or cancel. I used my grandmother card with her present ****************. They towed my car and gave him the wrong place but he found it and tool it to Aaa on *********** rd. They called to tell me what it was thermostat housing, coolant drain and ac charge. 912 dollars. I said go ahead. I paid for my car over the phone and picked it up moments before close. The check engine light still on. Ac still blowing hot at idle, drove home fine, went to a store fine got iceream and my car overheated in drive through. I took it to autozone and the codes are still the same nothing is fixed but I've been charged to increase a membership i couldn't use, used some else's membership they pay money for and then charged 912 for absolutely nothing. I don't think anything they did was needed as they did not fix anything. I'm extremely unhappy with every aspect of customer service and lack of mechanical work or knowledge.

  

  Business response

  06/20/2024

  Response from our car care manager:

  I spoke with the gentleman that claims he is her lawyer. They did not have to tow the vehicle. They replaced a fan relay. They asked for ½ of the money back and they would retract the complaint. I agreed.
  

   

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolved as long as terms agreeded on are fulfilled with the refund.
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/1/24 Absolutely horrid service after 56 years of loyalty as a member ! My husband 1st Called around 6 pm Tuesday they gave a 2 hour estimate. They never came. He called again , another long wait, they never came. My husband called 10 times or more .The reps were rude,kept putting us on hold then hanging up . We called 2nd last time&they were coming from ********** ******* in next 40 mins they never showed and AAA couldn't get a hold of company/driver. AAA never gave names of truckers or companies .Always different people, out of tristate reps. Called again 1am , said a driver would be there in 20 mins.Never came,called again "it will be 30mins" .called again "could be several hours" called again and they had that driver estimated again around 40 mins. Towerfinally got there around 250 am. We got to *** ******** at 345 am. Got home at 415am. Found out they had dispatched our call to ********!! We were stranded off a dark highway in ******* at a closed gas station. Employees left 10pm. We were still there for 6 more hours in the dark,cold,no food/water,or restroom The guy who helped ,stayed with us all night. He started to get creepy by always insisting to take us home . He wouldn't leave & wanted my daughter to get in his car to get warm with heat. He told us he had been addicted to pills, spent 10 years in prison for selling drugs earlier that night. Finally my husband told him to go home with family( trying not to be mean in case). He left but watched us in next lot with lights on. He had 2 or 3 others with him. Then to make it even more worse ,my daughter and I had to Go to the bathroom in the grass in dark area with truckers and passerbys looking at us. It was a mess , we felt like vagrants. We are all 3 disabled and we're in serious pain from sitting in cramped cold car all night . The pain got worse trying to jump in a huge **** **** truck and the ride. Home was unbearable. We will be cancelling our membership after 56 years!!!

  

  Business response

  05/13/2024

  I have called the member and left a message with a gentleman who answered the phone. I provided my contact name, number and information regarding the service. He said he would have her call me back.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/30/2024 I requested roadside assistance for a tow. After waiting an hour and a half, we finally got a tow truck driver assigned. He calls me about 10 minutes later and says he’ll be delayed because he’s stopping to do a tow for police assistance? Why are they reassigning the driver and not providing a new one? It’s been 2 and a half hours and no driver has arrived or called to say they’re on their way. I pay for a membership, yet the 24/7 assistance that is included is clearly not provided. The car is disabled and is not in safe location, considering it has to be towed due to an attempted theft and damage. We tried calling the office and got the general runaround that we’d have a driver as soon as possible. A complete joke.

  

  Business response

  04/01/2024

  The initial call was received at 5:18 with a 90 minute estimated time of arrival. As our calls are routed based on priority the driver before going Enroute to the members call was pulled to respond to a priority call as the member was listed in a safe location. We communicated this with the member. The call was then resubmitted through the app at 10:56pm and the member was provided another 90 minute ETA. We arrived on location later than expected as we were experiencing a larger than expected call volume. The member was offered an unattended service a few times since the start of the call and did accept at 2:40 am. Due to the experience we will cover the renewal of the membership as a goodwill gesture.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This Complaint is for myself ***** ******, and my sister, ******* *******. We visited the AAA office in Downtown. We booked a trip with AAA for *** ****** on June 9, 2023. We made a deposit of $909.98 which required $454.99 from each of us. We continued making payments through January 2024. During this time, the travel agent gave horrible service. She would not return phone calls, she did not properly document our payments, nor did she send receipts that we could decipher for our payments because the print was so small it required a magnifier to see it. We knew we had an inexperienced agent when she did not extend to us the Service we deserved. She requested I send her a copy of a check I had sent her and this check had been deposited by AAA travel to 5/3rd Bank. She told us our final payment was due on February 25th, which is a Sunday and they are CLOSED. My sister called and told Cacki J**** we were coming down to make our final payment. She was told by Cacki that she was leaving town and would pass our paperwork over to another Agent. We went down to the office on Friday, the 23rd to make our final payments for our trip and found out that the totals for our trip were wrong. Furthermore, they could not take our payment because there were Technical issues with the Travel Resort who accepts the payments. I did hand-deliver my documentation to Cacki. I've made total payments of $1404.99, ******* made total payments of $1554.99. Of course, we have documentation from our Financial Institutions showing exactly what we paid and the dates. We requested our account be transferred to the Kenwood office and things got worse. Downtown did not send the correct amounts that were due. AAA has not resolved this situation and I am so regretful we booked this trip with them in the first place. I think proper training of their Agent would have prevented this horror story. All we want at this point is for AAA Travel to REFUND our money that we paid. Thank you!

  

  Business response

  03/22/2024

  Dear BBB, 

  The client purchased cancel for any reason insurance that gives them a trip credit, and not a refund.  The last we heard from ******* was that they were happy to be working with Kenwood and she no longer wanted management to work with her sister *****, because ******* is the AAA Member and would make all decisions going forward.

  Sincerely, 

  AAA Member Experience 

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  03/28/2024

  I, ***** ******, and my sister are waiting for the AAA Kenwood office to book another trip for us.  They claim they do not give refunds, even though we purchased cancellation insurance and the reason for us cancelling our booking was due to the lack of attention and knowledge on the part of their Agent, Cacki J****. We may as well have booked our own trip because she was not doing her job. Let alone, return phone calls and documenting payments.  

  We are now with the Kenwood AAA office who promised us information on other bookings this week. We were told this while in that office last Friday, March 21st.  Today is Thursday March 28th, and we have not received any information for another booking, nor heard from the Agent.  Furthermore, we were not given any documentation regarding the guidelines for our cancellation insurance, but they surely got our funds for it.  

  Once the Kenwood office keeps their word and provide us with additional excursions available, provide us with what additional funds need to be paid, and include our cancellation insurance, we will consider this Complaint Resolved.

  Thank you

  ***** ******

  

  Business response

  04/09/2024

  the member is speaking with our travel agents to resolve this.

  Customer response

  04/11/2024

  Better Business Bureau:
  We have been assigned a Travel Agent who is seasoned and knows what she is doing. I truly wish we had gone to the Kenwood office to begin with.  We are completely satisfied with our new agent and have planned our trip for Next month. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called for a tow because vehicle broke down in roadway. 4.5 hours later they still did not show up to tow it.

  

  Business response

  02/27/2024

  We spoke with the member on 2/26 and resolved the concern with an apology and a membership credit.

  Customer response

  02/27/2024

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

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was hung on up in an emergency roadside call and the lady was rude

  

  Business response

  02/08/2024

  We listened to the call and the member called in requesting service for someone who isn't on the membership. We explained to him that he would have to be present with the vehicle in order to get service. The member then asked if we could just tell the driver he would be there. We explained that no sir we could not and that the call was on a recorded line. The line then disconnects after 5 seconds. We do not provide service under a membership unless the member is riding in or driving the vehicle at the time of disablement. We apologize that the member could not use his membership to help someone that is not a member.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 20, 2023 my elderly mom got notice from AAA saying my membership was expiring and they needed her to call for credit card update. For the past few years she has given me membership as Christmas gift which will take effect Jan 1 She called on December 20 with updated cc info and was immediately billed $116.50 On Christmas I got another membership from brother with another company which was unknown by mother. So I had duplicate gifts. On December 27 my mother called to cancel and get refund and was told that the gift RECIPIENT had to cancel. (never heard of that and neither did credit card people) I have called various AAA phone numbers, and got the same answer. Membership is a non refundable item. I argued to them If they can put on credit card immediately they can credit it that quickly and it is something I can't benefit from after being told by CSR that I should drop the issue and enjoy all the fantastic benefits of AAA. Also told CSRs that $116,50 is a lot of money to pay for nothing. Member Name: ***** ****** Payer Name: ***** ****** Membership No,: *** *** ********* 1 The reason I did not stay with AAA and refund the other membership is because of two incidents both, me and my had this year with AAA. Both incidents promised service for several hours and left two senior women in a dangerous situation.

  

  Business response

  02/08/2024

  The membership was renewed by calling in and providing the credit card number to renew. Once a membership is paid we do not refund only offer to set to cancel effective the expiration date. This available in our Member Benefit Guide on page 15, available on AAA.com

  "Membership Refund Policy for Renewing Memberships and New Memberships after First 3 Months
  of Membership dues payments including renewals, upgrades, and
  added Associate Members will not be refunded once applied to your
  membership; however, your membership will remain in force until
  it expires. Overpayments will be applied to your next membership
  renewal or on a request basis will be 100% refunded. Visit AAA.com/
  Refund for more information."

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  02/09/2024

  I am appealing because the answer stated that after first three months there will be no refund.  I started working on refund on December 27 on mom's behalf. Even now it has not been three months from Dec. 20 2023,   She has not actually  paid the $116.50 membership because it is on her credit card and she is contesting charge through credit card. She has a hold on card during investigation.   I am requesting that she get the $116.50 taken off credit card.  She is elderly and I am taking over some finances so she isn't cheated

  

  Business response

  02/14/2024

  Because this was a Renewing membership and not a New membership after 3 months, refunds are not provided. We consider this matter closed.

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  02/28/2024

  I complained several weeks ago with BBB and AAA wrote back but totally missed the issue. I filed another complaint. In AAA's response they indicated that a full refund is possible if I protested within 3 months. I tried to get refund two days after Christmas on behalf of my elderly mom. AAA kept refusing a refund. before gift was scheduled to take effect (Jan 1) and after Jan 1. My mom didn't know at the time of gift that my brother gave me a gift through a competitor and that the AAA was a duplicate and was not needed. She intended to renew on December 20 though credit card and needs a refund. I have not used any benefits to date. According to AAA response I have 3 months. My 3 months would end March 20, 2024. My mother has not paid her credit card portion of bill and is still contesting through credit card. The amount owed is $116.50. When I called AAA they claim that they don't give refunds because of the way computer is set up. ???? Why would they set up computer that way to scam clients? Seems kinda dumb for an organization allegedly built on a service.
  
  Thank You

  

  Business response

  03/06/2024

  Dear BBB, 
  

  Thank you for contacting AAA. We would like to refer *** ****** to page 15 of the attached online benefit guide, which includes the terms and conditions of our refund policy. 
  
  *** ****** will be able to use her benefits and services through her January 1, 2025 expiration date. After this date, the membership will be canceled per her request. 
  
  Sincerely, 
  AAA Member Experience 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/02/23 - My car's clutch master/slave cylinder were replaced at *** ******* off ***** ******** ** in Cincinnati for $737. It took far longer than expected, with over five hours of labor billed on a 1.5hr job, and they had trouble fixing it properly. I was told they made a custom part and was then sold a membership/ two year parts warranty assuring me that this would be valid at all *** ******* locations. Part broke in 26 days. 09/29/23 - The next fix was at the ****** ***** location. Part broke in 21 days. 10/21/23 - At the third shop off ******** ** in ** ****** **. I was advised there were delays in getting the car looked at due to staff shortages. They did not look at the car and wanted to do more work than just fixing the warranty parts (gave me a clutch replacement estimate $2,353). When asked about the warranty fix, they refused and said there was no point. Frustrated, I called AAA to complain and had the car towed to another shop. 10/28/23 – Since then, there have been ongoing problems with AAA/*** ******* and no resolution has so much as been proposed. 10/30/23 – at a different shop the clutch master was replaced for $401 and clutch was tested (no issues) the car hasn't had any problems and is working fine without replacing the clutch as I was told needed to happen for my warranty service to be honored. I have additional documentation if need be.

  

  Business response

  02/09/2024

  We are reaching out to the member to resolve today.

  

  Business response

  02/15/2024

  I spoke with ***** ********** on 2/13/24 regarding his request for a refund based on the service received at our *** ****** ******** location. 
  
  I explained to ***** that on his AAA Invoice from *** ****** ******** location it is noted that this was the third master cylinder in 12 months that he has had replaced.  He confirmed this and our ****** ***** location replaced it again for the fourth time during that visit.  His visit to our *** ****** location resulted in them quoting a new clutch based on age, mileage and continued issues (replaced 4 times in 12-13 months) which the customer declined.   I explained to the guest that the service at ‘***** ******’ for the $401.45 was done again now for the 5th time and possibly result in failure again based on 17 years of the vehicle and the 240K miles on the original clutch/parts he has on the vehicle.  
  
  ***** was requesting  a refund of $737 and $300 of Uber rides for his inconvenience.   We agreed to a refund of $401.45, the reimbursement from ‘***** ******’ and resolution.   I will process a refund request for that amount and guest is satisfied with this resolution. 
  

  Customer response

  02/15/2024

  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. 
  
  Regards,
  
  ***** **********
  

*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. ↩