Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I have requested my membership be cancelled on Oct 15, 2024 and my prorated payment amount be refunded. The company refused even though I am within the 90 days of my start date of July 25, 2024. I would like the prorated refund mailed to my address on record effective 10/15/24.
Initial Complaint
09/22/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/22/24 i requested roadside assistance from *** and received the worst service from any company i have ever dealt with. I was originally told a tow truck would be at my destination within 1 hour and after 2 hours of no updates and no tow truck i call back to talk with an agent who is also doing daycare at the same time so communication was difficult with loud children in the back ground of the agents line. She was rude and short with me and did not help me in anyway even after I told her I was not in a safe place and needed help. I then call back to speak with a supervisor who seemed to not know how to do her job properly because she couldn't figure out how to call for another tow truck, so I had to call back again to finally speak to someone who had some information to tell me that the ***************** has reported to have already came to my destination with they were in fact not with me so she calls the company and tells me they should be here in another ********************************************************* a dangerous area for almost 5 hours and still have not received any updates and still no tow truck. For a company such as AAA with such high standards this is unbecoming of them and should be taken as a downright embarrassment to the company. As a paying customer I feel I was not treated with respect or dignity and felt as if the company doesn't care if there customers get good service or not. This is not the first time this has happened same situation 3 months ago with my room mate she sat for 5 hours and we had to speak with 4 different supervisors and multiple agents. The *** company has drastically fell downhill and doesn't seem to care for there customers anymore.
Business response
10/01/2024
We do apologize the Mr. ******* did not get service as expected and for that there is no excuse. We have reviewed this with our managment team and will ensure that this is handled at he appropriate level. Due to this experience, we will be placing a credit on the membership in the amount of $127.50. This will go towards the membership dues for next year. Thank you again for your feedback and we look forward to a better experience when service is needed in the future.
Customer response
10/01/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

****** *******
Initial Complaint
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
called AAA because I had a flat tire. they sent *************. The guy pulled off the flat and offered to patch it for $40. He then put the tire back on. He didn't properly tighten the wheel and over the course of the weekend the wheel worked loose and damaged the studs on the wheel that the lug nuts attach to.When I filed a claim for the repairs to AAA, they denied the claim and ****** denied any wrong doing.
Business response
09/04/2024
The damage was denied by the facility and the member has been made aware. It is stated in our Member Benefit Guide on page 17:
5.4. Liability: AAA has contracted with independent service facilities
to provide *************************** AAA shall not be liable for
any damage, injury or loss occasioned by or resulting from rendering,
attempted rendering, or failure to provide any Emergency Roadside
Service or towing service or failure thereof by an independent service
facility. Independent service facilities are not agents of AAA, nor is
AAA an agent for them. They are solely responsible for their actions
and for any legal liability arising therefrom.
As the facility has denied the damage we are unable to mediate the claim any further. We consider this matter closed.

Customer response
09/04/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Initial Complaint
07/31/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/24/24 - Date of bank transaction Amount paid - $259.50. Annual fee for AAA Premium Membership for ******************************* and ************************************* ... 5/4/22 Annual Agreement amount - $123.75 ... 5/1/23 ******* account charged $259.50 ... Nature of dispute - $259.50 charge both in 2023 AND 2024 ... 5/5/23 Spoke to ******** at AAA. Said a supervisor would listen to contract call and call me. No one called. I have not been well for some time. Unable to follow-up after 5/5/23 call with ********. Too ill to refute charge in 2023 ... 5/1/24 - $259.50 charged AGAIN. Spoke to ******** at AAA. This time I refuted charge with my bank. Given provisional credit. Credit reversed by bank (account re-charged) on 7/24/24 ... 7/25/24 Spoke to *** at AAA. Said my account was transferred, probably because I moved. I did not move! She could not explain why account transferred. Also said my request to cancel on 7/25/24 was outside the window to cancel. Why was membership not cancelled when I requested this in 2023? *** said she cancelled membership today (7/25/24). I do not trust AAA, because of everything that's happened ... 7/31/24 - Requesting help from BBB. (1) To confirm my AAA membership is cancelled, and (2) Help getting $259.50 refunded to my bank account ... I look forward to receiving your reply. Thank you.
Business response
08/14/2024
Dear BBB,
Thank you for contacting AAA. Per the member's request we have processed a refund of $259.50.
Sincerely,
AAA Member Experience
Customer response
08/16/2024
Friday, August 16, 2024

Better Business Bureau:

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*******************************
Initial Complaint
07/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased premium RV insurance through AAA in 7/2020 with auto renewal and been paying yearly since then until now on 6-13-2024 I called them for roadside assistance to learn they dont cover RVs in ************. When I purchased this premium RV roadside assistance I was assured I was covered in all 50 states to pay for 4 years only to find out I am not covered in my own state. So they have been taking my money for 4 years for nothing when I called for assistance they didnt come out nor give any roadside assistance. So I have been paying for 4 years for insurance that doesnt cover my RV in my home state the primary reason for me purchasing this insurance. I would like to request a full refund of all monies paid to AAA I obviously have not been covered as told me and never gotten anything for my money. I would like to request all 4 years of my insurance money returned. I dont think its fair they sell roadside assistance that they dont provide.
Business response
07/19/2024
RV coverage is an add on that is offered by AAA Club Alliance. Not all clubs honor the coverage. We however will reimburse up to the coverage level if the member did seek outside service. Reimbursement can be file on our website ***************************************

Customer response
07/19/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]their solution is to refund me monies I spent getting the vehicle towed or for roadside assistance on that day. I believe I am due a full refund of all my monies spent on AAA since they are selling an insurance they do not provide. Which is Premium RV insurance in all 50 states. Which is a blatant lie they left me on side of the road to fend for myself. I cant believe they lie and fail to assist you when your broke down on the road. This is what they are selling assistance not refunds of getting your own assistance from another company.

Regards,

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

Business response
07/23/2024
We have offered what the member would be entitled to via their coverage. We do not offer refunds of membership dues.
Customer response
07/23/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
This is unacceptable they refused to give the roadside assistance when needed which is what I have been paying for 4 years. AAA should not sell insurance that they do not provide. It is a complete rip off of customers.

Regards,

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

Business response
07/29/2024
RV coverage is an add on that is offered by AAA Club Alliance. Not all clubs honor the coverage. We however will reimburse up to the coverage level if the member did seek outside service. Reimbursement can be file on our website ********************************************;
Memberships are non-refundable once the membership year has started. We will be unable to honor the request. We consider this is the final response and consider this matter closed.
Customer response
07/29/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
when I purchased AAA WITH PREMIUM RV INSURANCE I was assured I was covered in all 50 states I specifically asked if I would be covered in ************ since south Jersey AAA does not offer RV insurance and I was assured by the salesman I was covered in all 50 states however the first time I broke down no one would come out I dont have a bill as since no one would come out I had to fix the problem myself in 100 degree heat. AAA sold me fraudulent roadside assistance insurance that they refused to provide. A complete refund of my expenses for this fraudulent coverage and sale of something you dont provide would be the only offer Id accept

I give AAA a 0 star rating for selling roadside assistance they do not provide
Ive been robbed by a billion $ company and I hope my complaints at least save others from paying for no coverage

*************************
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have payed for a Premier Membership with AAA for several years, which includes (per all their literature and my contract) a free battery replacement.On Mar 10, I had a dead battery. I called AAA, and a mechanic came and indicated that I was not "in the system" for a free battery, so he charged me. He explained that I could call customer service for a refund.I immediately called ***************** explained the situation, and they indicated that someone from the refunds department would be in touch with me within ***** hours. After a few days, I received no call, so I called for a status update. They informed me that the office was behind and that it would be about another week. I called a few more times over the following weeks and was told that they would be in touch with me. Last week, I called again, and explained that as this was going on for several weeks, I wanted to speak to someone who could give me an estimate of how long it would be. I was then informed that my request never was input into their system- So they input the request in the system, and told me I would be getting a call within ***** hours. After a few days, They did call back; however, I was driving and asked if I could call right back, which I did; however, I received a voicemail again. I have since called the number back several times, only to be diverted to an answering machine. After 4 weeks of waiting to be re-imbursed for a battery that I should have based on my contract; and several calls to AAA, they have not followed-terms of their agreement.
Business response
04/17/2024
We spoke with the member on 4/11/2024 after attempting to contact the member on 4/10 twice. The member was informed to file for reimbursement and was emailed the link to file. The member filed for reimbursement on 4/11/2024 and it currently is in processing. This should be completed by the end of business today and the check received within 7-15 business days.
Customer response
04/24/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.
AAA's response was as follows:
"We spoke with the member on 4/11/2024 after attempting to contact the member on 4/10 twice. The member was informed to file for reimbursement and was emailed the link to file. The member filed for reimbursement on 4/11/2024 and it currently is in processing. This should be completed by the end of business today and the check received within 7-15 business days."
During the above quoted conversation, with AAA , on 4/11/2024, I filed the link to file the reimbursement. It should be noted that prior to this conversation, not a single AAA employee notified me that this re-imbursement link existed. I completed the reimbursement form on 4/11/2024, with the representative on the line; and the representative confirmed that it was received, and would be reviewed within a few days. I also received the attached confirmation email indicated that I would receive a response within 30 days.
Considering I need to accept or reject AAA's response within 7 business days, I will need to reject it at this time.
I still have not been reimbursed.
The firm's initial response does not assure that I will be refunded. Additionally, if they follow-thru and do send me a check within 30 business days, it will be past the day when I need to acknowledge if I accept, or reject the response. Additionally, AAA has previously told me that my initial reimbursement was in process and someone would call be back- only to find out that my initial complaint was never entered into their system.
I will accept the response if AAA ever reimburses me. However, AAA communicated that could be up to 30 days after I submitted the reimbursement request on 4/11/2024.

Regards,

************************************
Initial Complaint
03/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am the executor of a friend's estate. She passed away in 2020 and ever since then, I've been trying to get AAA to stop sending physical mail to my home address in her name. I've contacted them multiple times and still continue to receive mail. Details: ***************************************** (decedent) **************************************************************** Please help me get her name off their (physical) mailing list.
Business response
03/20/2024
Dear BBB,
Thank you for contacting AAA. We have updated *************;Vanpaasschen's cancelled membership and added her information to the Opt-Out list. Please note that it may take up to 90 days to complete the removal request. We appreciate your patience should you receive any AAA offers during this timeframe. We apologize for any frustration this may have caused.
Sincerely,
AAA Member Experience
Customer response
03/20/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

***********************************
Initial Complaint
01/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
AAA was called at 8:36 for a flat tire. I was told someone would arrive at 10:10 at the latest. No one ever came. I called AAA back at 10:52 and was on hold for 15 minutes before call was answered by a very rude man. He took my order number placed me on hold and came back and said that driver went home. They would have to find someone else to come. I told him it was 11:15 at night and i had to be up in am and could not wait another 2 hours to see if someone showed up. He said ok and hung up on me. Thank god the flat tire happened at my home and i was not stranded by AAA. I paid dues thru 2027 and appears they can not be counted on for roadside assistance.
Business response
02/23/2024
Dear BBB,
Thank you for contacting AAA. Our ***************** has already taken care of this complaint and we are processing refund to the Member.
Thank you,
AAA Member Experience
Initial Complaint
12/21/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 18, 2023 at approximately 10 am I requested assistance to tow a car that was inoperable to the dealership for service. The tow driver arrived at 2 pm and stated that he was unable to tow the car because the car could not be placed in neutral. I was advised that another tow driver would be at my home in 1.5 hours. No driver arrived so at approximately 4:30 pm I phoned AAA again to advise them of the problem. I've made several calls to AAA and my car, Four days later has not been towed. AAA could have at least called me to let me know that they were having difficulty locating a tow driver who could tow a car when it cannot be placed in neutral. What I want is to have my car towed for repairs or a refund of my annual fees so that I can pay a private company to tow my car.
Business response
01/10/2024
Due to the member's vehicle not being able to go into neutral a specific type of truck is needed. We were unable to secure a wheel lift truck or a driver capable of towing the vehicle safely. We do apologize for the service experience and due to the wait the member had we have placed a credit in the amount of $210.00 towards the renewal of the membership.
Customer response
01/11/2024
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

After 23 years I will NOT renew with AAA. No body has contacted me to apoligise or offer any consideration for me having to wait 5 days to have my car towed. Each of the 5 days I was told
that my car would be towed that day. This did NOT happen AAA does NOT care about their customers.
Initial Complaint
11/06/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 9/22 I called *** because my vehicle would not start, and they sent an *** battery tech to my home. I dont know his name, but he was driving an *** truck. He advised that my battery was dead, and he replaced it with a new one. I paid him $200.06 for the battery. On 9/28 I was parked at a strip mall, and my car would not start. I called ***, and they sent battery tech ***************** to my location. He checked the battery and both of us immediately saw that it had been incorrectly installed, loose, with corroded terminals, and with the battery connection damaged. *** stated it was not safe to drive, and he arranged for ********************* and Recovery to tow my car to ******************. I did not have him tow the car to *** because I no longer trust *** service. ************ was able to provide an appointment on 9/29, where the ************* providers located closer to my location were not able to get me in for at least another week. I paid ******* $75, which was the overage for the 20-mile tow. I had to pay for an Uber ride home costing $12.98.On 9/29 ****************** called to say their diagnostics were complete, and they confirmed that the battery was improperly installed and because of this, they would have to order a part to replace the one which was damaged by the *** battery technician. The cost of diagnostics and the replacement part, a battery sensor, would total $428.18. I approved this work.I filed a complaint with ***, which referred my complaint to Richmond Fleet Battery. I was advised today this business denied my claim.I am requesting reimbursement for the following expenses, which were incurred due to the improper installation of a battery in my car by an *** employee on 9/22 and due to the negligence of *** in employing the person who damaged my vehicle. The fact that the installation was improper can be substantiated by *** employee ***************** and the notations on the ************** bill. Towing $75.00 Uber ride $12.98 Repairs $428.18 Total $516.16
Business response
11/10/2023
This was the response from our Fleet Managers who looked not only over this service call but others the member has had prior and responded with the determination to the member:

"This member was informed on both calls that the battery terminals needed to be replaced. According to the invoice from *************** it says that this vehicle needs a battery sensor, our battery technicians dont remove or install these sensors on any vehicle we service. Thanks."

The claim has been denied and remains denied.
Customer response
11/10/2023
Better Business Bureau:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

No offer was received. AAA refuses to accept responsibility for the damage done to my vehicle by their battery technician when he installed a battery in my vehicle. Please see ****************** bill, which clearly states the damage was caused by improper battery installation.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary