Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a AAA member for over 30 year, starting from when I was on my mom's membership account. I also had auto insurance with AAA in the past. My most recent membership was cancelled because of a tow that wasn't covered. I realized this after the fact due to me not opening the mail correspondence. I called in June of the current year to pay the membership and to add another driver. I was told that I could not reopen the closed membership, but could get a new classic for a special rate and that I could upgrade any time. I thought about if for about a week and decided that I need to upgrade to plus. I called back and talked to a rep who took my payment & confirmed that I was good to go & that I was upgraded. I received my new cards and membership packet in the mail and thought it was a done deal. My son and daughter, both, need to have their cars towed today. Unfortunately I was told that my plus membership is not active because the payment wasn't pushed through & I'd have to wait 90 days to upgrade. I asked to speak to a manager and was put on hold for about 15 minutes until the rep came back and said that someone would have to call me back. (The rep kept coming back to tell me that she was trying to get manager on the line). This is not the first time I've been lied to by AAA, Texas. They promised me a gift card just to get a quote to see if I wanted to return to them for my auto insurance needs. I never received it and they denied having told me. Their has to be another alternative to AAA.

  Business response

  07/31/2024

  Our records show that your classic membership (252-96842365-00) was canceled in February due to non-payment of $90.00 owed for a 30-mile tow service by ******* Towing on May 4, 2023. Billing statements were sent on January 5, 2024, and a pending cancellation notice was issued on January 26, 2024. The membership was officially canceled on February 10, 2024.Additional bills were sent on February 11, 2024, and February 25, 2024,followed by a collection notice on March 10, 2024. Payment for the service was finally received on May 21, 2024. You acknowledged that you didn't check the mail for these notices. Unfortunately, because the membership had been canceled for more than 90 days, it could not be reinstated. You had to purchase a new membership, which became effective on June 6, 2024. On June 18, 2024, you spoke with ***** Diyen ********* and decided to upgrade to the Plus membership.Unfortunately, when he processed the $75 payment, it did not go through on our end, causing your membership to revert to classic status. We mailed an invoice,but you did not receive it. You called for AAA Roadside Assistance on July 19,2024, and were informed the Plus level service could not be provided, as no payment had posted. We believe an error occurred in June, causing no payment to be processed to complete your membership upgrade to Plus. You successfully processed the payment on July 19, 2024, and are a Plus level member as of today and we authorized the service based on this and your vehicles were serviced accordingly. You also stated you never received a promised gift card. we arranged for you to receive a $25 gift card, which will be shipped this week. for more information. You spoke with ******************************* who reviewed and resolved each of your concerns. If you have any questions, please contact ******************************* at **************.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We had a flat tire in *******, ** and called AAA to utilize our towing benefit. We were then transferred back and forth between AAA Georgia and AAA Texas for more than 2 days trying to get the tow set up. After we finally got the tow set up and towed away for repair, about a month later we received a bill over $100 despite the tow supposed to be covered by our long-distance tow benefit. We disputed the charge and was told that AAA was investigating the issue. Instead of reaching a resolution we got threatening letters saying that they would cancel our account and send us to collections if we did not pay the incorrect charges. We have since paid the bill so that it would not impact our credit and account status but this is a blatant breach of contract and aggressive/illegal business conduct.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family moved to Texas from ********** two years ago. We have AAA Plus RV membership cards that say 51 years. I personally have held my AAA membership for nearly 30 years.We had always been satisfied and is the reason we had remained customers for so long.Multiple accounts held by my family will not be renewing again due to the horrible service recently provided.It took 5 days to get a tow truck to move my vehicle from a shop that did damage to my Audi S4 due to negligence for which I have to take them to small claims court to recover losses in damages and their extortion.AAA not only took 5 days, they were unable or unwilling to send a *********** other than ****, which was in constant contact with this illicit and possibly illegal automotive shop. This shop frequently canceled the tow trucks, worked with them on the phone to schedule when they could close the shop so that my car could not be released, and the tow truck company was more instant on me paying this shop than towing my vehicle.It was more akin to a drug deal than professional service and apparently didnt even need my AAA membership or ID, since they never checked, to tow my vehicle like some car thiefs.They were excessively unprofessional on the phone, hung up on me twice, and were rude on arrival when they finally showed up on day 5 with 6 hours of a time window each day and two of those days scheduled, which they did not show up for.I contacted multiple supervisors at AAA and a manager at dispatch informing them of the problems with ****, asking them to send another company.AAA never sent another company and I had to follow this illicit unprofessional company driver to the new location because they had made it clear they were untrustworthy and working for this unlicensed shop.My family and I see no reason to continue our service with AAA if all they will do is send these types of companies to deal with our nice vehicles.I am unsure if you will find a way to retain us.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/05/2022, Requested battery service around 03:00 PM. No one showed up or called to notify me that the request had been denied by their contractor. I reached out to AAA 5 times this day between 3-8PM trying to get a new battery only to be left waiting & no one show up. 08/06/2022 AAA notified me they no longer provide battery service in my area only tows. My membership was renewed on 07/2022 I was never given this information considering all my cars have AAA batteries, I cant use the warranty since they said Ill have to bring the car to an area they do provide service. How can I do that if the car doesn't run!!08/08/2022, Requested tow service around 07:00 Am. No one showed up or called to notify me that the request had been denied by their contractor. I reached out to AAA 6 times between 7AM and 5PM trying to coordinate a tow only to be left all day waiting & not show up. 08/09/2022 AAA notified me they no longer service my area & are having a hard time locating a provider. After further discussion I was told they do service my area but that it would need to be scheduled due to limited resources. I scheduled for a tow again for 11AM, 1PM, 3PM & again No one showed. Finally scheduled for 08/10/22 at 8AM & someone finally showed. 09/26/2022 Requested tow service around 5PM. No one showed up or called to notify me that the request was still idle on dispatch until 6AM on the 09/27/22. Dispatch attempted to schedule again for this AM and no one again showed up. I finally got fed up and requested a supervisor reach out to me ASAP regarding my membership and guess what no one called me back. Finally called my ***************** and they have a roadside assistance program I apparently pay for and they had a tow truck at my house in 45 minutes. Looks like AAA owes me membership fees for services they are charging me that they cant provide.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been double charge in total 3 times with this company. I have faithfully paid all my bills with them on time and this last encounter with me being doubled charged disgusted me. I was setup on auto pay for tenant and the date was sch for 7/17 that was Sunday. Monday came and they still didnt take it and said there was a delay until Aug. 5. Its no point so I made the payment. On 7/20 they decide to take payment out. They stole my money and will not give me my refund when my bank confirmed the double charge. I spoke with them on 7/20 and I was waiting on my refund. 5 bus days today Im still waiting and I contact them back. Another gentleman giving me the run around kept asking the same questions over when I clearly stated what I am calling for. When I said I know the lines are recorded..Are you saying the man never entered my refund in? He got silent. after this I will file a police report Go to the news etc whatever I have to do for my money AAA took and will not give back. I need all assistance as possible you dont treat people like this who give you business.

  Customer response

  09/20/2022

  Better Business Bureau:
   

  Please close this complaint. The company and I worked out a resolution. 

  
  
  Regards,
  
  ***************************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been an *** member for 15 years and currently have the Premium RV service On June 5, 2022 at approximately 12pm I experienced a failure of a wheel bearing on my boat trailer. I filed a request to have my trailer transported to my home via the *** app. The app told me to expect the towing service by 1:35 pm. I noted that the address was incorrect on the request, so I contacted *** to give them my correct location with details and that the service would need a flat bed truck to transport the trailer.Although I clearly stated that I needed transport for the trailer, they had the vehicle listed as my truck. I was assured that the service would be at my location within an hour.A short time later, I checked the app again and the *** of the service was now listed as TBD. I contacted *** again and was told hat the service provider would be there shortly.To shorten my description of the afternoon, I contacted *** by phone a minimum of 10 times. Each time I was told they were working on the issue and that dispatch would call me back. Out of frustration, I called the listed service provider directly and they informed me they did not transport trailers. I contacted *** again and informed them the listed provider did not transport trailers. The assured me they were going to contact another provider with a promise that dispatch would call me back with updates. They never did. I did receive 3 phone calls, only to be told they would get back with me. Again, no follow up.I also informed them that I was a type 2 diabetic and needed to get assistance as soon as possible due to the fact I had not eaten since 7 am that morning. To summarize my experience, after over 8 hours of waiting in my truck, I finally decided to leave my trailer and boat in a parking lot, return home (2 hours away) and return the next day with the tools I needed to repair the trailer myself. I finally cancelled the request and again no follow up.Please contact me.

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