Complaints

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/05/2023 I have my vehicle towed by local AAA partner to AAA car care center to determine issue with vehicle after having prior repair completed. Once vehicle was towed and we agreed to complete diagnostic of vehicle I received a call later that day that the issue with my vehicle was incorrect power steering fluid was put in my vehicle. And repair consisted of incorrect fluid being removed and correct fluid being put back in vehicle which consisted of them completing a power steering service and using kit. My vehicle sat at shop until I was ready to pick up vehicle on 09/13/2023. I drove my vehicle for at most 60 minutes after picking up vehicle when my vehicle began to smoke from the hood and I was unable to turn the steering wheel of vehicle. I contacted again AAA to have my vehicle towed back to car care center to determine issue.I was advised by service representative on 09/15/2023 that the prior repair person allegedly forgot to attach the hose back to the power steering pump and that caused the hose to get caught under my AC compressor and damaged. My ISSUE in this matter is if I paid for a diagnostic service on my vehicle why was the fact the hose was not connected correctly FOUND. The service representative then quoted me a repair price for an additional $537.00 to fix issue. I am requesting a full refund due to the fact my car is worse than where I started at and the issue was not fixed it was made worse.

  Business response

  09/27/2023

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. Please for this complaint to AAA Tidewater. AAA is a federation of clubs broken down by territory. This ************** will be able to review and respond to the member's complaint. 

  Thank you, 

  AAA Member Experience 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a billing problem regarding yearly membership payment. My membership was up for renewal on august 1, 2022. On July 1,2022 I sent a check to AAA in the company envelope. The check did not clear from my bank.On August 1,2022 I called AAA and inquired as to the status of my payment. I was told that no check had been received. I then gave them my **** card number to pay for the current membership.On August 4,2022 my check cleared at my bank! I called AAA to discuss over-payment and a request for a refund. The person I spoke with placed the request and said it would take a week. Two weeks later I call customer service again, I was told that the check would be mailed August 18,2022. One week later, I call again, there was no check sent but I was told that I was given a credit for next years membership. This was news to me because I specifically asked for a refund check to be sent to me.AAA does not let you communicate with their corporate offices. This is a billing problem. The over-payment should have been realized by that department. No-one in these economic times is interested in a company hanging onto an extra $204.00.I have had a membership with this company for many years. I am so disappointed.

  Business response

  09/08/2022

  The refund has been processed and a check should be received in the mail within the next 7 business days.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  AAA has became one of the worst if not #1 in dishonesty and steeling peoples hard earned money in exchange for no service or very very poor service living up to old legacy of honest service. I paid $140 for same day service fee and membership around *****pm on Fathers Day ************* cold not wearing much cloths and its getting late very quickly and I am here feeling scared and really needed help asap. The agent said $140 h*** get someone to unlock my car and Ill get my keys and be on my way. I insisted that if it will take longer than 2 hours, I must just go home and figure out another way or the next day. After I paid the full $140 65$ for same day service and 75$ for membership renewal. The agent said estimated time of arrival 6ish am next day I was shocked. He said reported everything I said and I should get help asap. That never happened I called back several times and no one was able to help accept tell me they wont be any help until the next day, yet stay by the car ..etc. AAA wanted me to spend the night in the street waiting for service!! I finally paid $190 Cash to another company and the unlocked my car for me and I was in my way home. I have spent several hours on the phone with different AAA departments to get them to refund me my $140 and nothing worked. I never gave up and I reported and made a statement regarding the $65 sander service and asked for my 75$ membership fee back and absolutely no empathy or sympathy or honestly or anything. AAA would never refund my $140 back and would never apologize for this mess and for volition me in every level. I am super unset about this situation and i writing this weeks after the event but u still get so upset when I removed this situation and how companies like this this still exists I. ******* in 2022 and no one is monitoring them or how they make their money. BBB was my only hope and I really hope BBB never gets corrupted anytime soon.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved from ** to ** and changed our 25-year AAA membership as well. I paid $*** for our ** membership (Dec) then called back the next day to drop my wife's membership and downgrade my membership as the $*** was twice our ** cost. My new bill was $**, and they said they would refund my $*** difference. When it wasn't refunded back to my AAA credit card in a week, I called AAA ************** back and they stated I must wait 3-months for a refund. I stated this was crazy, but they said that was their policy. I waited the three months, now they say they don't give refunds - they would put the $*** refund towards my $** membership fee for 2023 and most of 2024. I then told them to cancel my membership and refund my money. They said that I was paid through 2022, and would now refund my $***. I have called back again today, and now they are refusing to refund the money again. This is theft! They are "forcing" me to keep my membership through this year, and now continuing to force me to be a member for almost two more years. They have my $***, and I want it back. After my wife and I being a member for over 25 years, I simply can't believe this is how they treat customers. We've been customers of AAA in *** *** **, and now **. But I won't remain a customer to a company that steals money from customers!!! Others should be made aware of their shady business "policies" also known as theft.

  Business response

  05/25/2022

  We have issued the refund for the $*** downgrade credit to the CC charged.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Every year my wife and I pay nearly ****** for AAA plus service and yesterday AAA let me down. I called as needed a flat tire assist the car was at my job. I worked overtime and was scheduled to return again in less than 7 hours. I called road assistance at 7:40 pm. I got off at 11pm no one showed. With multiple calls through the night with promises from the representative that someone will come. I could not leave the vehicle as that is against policy. I slept in my car to be able to get to work on time the next morning. The call to AAA Dispatch which was at 4am promised a driver again at 6 am again a no show. As I worked the shift the driver called me close to 8 am said was on the way arrived at 9:30 am and fixed the tire. This was a safe well lit area. If AAA does this why do we need it paying for a service that jeopardized my sleep I couldnt leave my vehicle all night calling back and forth waiting on holds for up to 45 minutes. I really need to know what was the breakdown and please do not do this AGAIN!!! By the way this is the original text I received at 7:50 pm on 04 April 2022 remember no service until 05 April at 9:30 am there is no excuse for this!

  Business response

  05/06/2022

  I reached out to **************** via the phone number that was provided. I proceeded to leave a voicemail with an apology for the service experience. After reviewing the service call details, ****************, was offered to leave the vehicle, to seek service from a provider not with AAA, or for us to contact the police, all to attempt in getting potential faster service. The member declined all offers. Our dispatch was in communication with the member every 1.5-2.5 hours keeping him updated with any changes. 

   

  While leaving the voicemail for **************** i offered a $30.00 discount to be applied to his membership towards his renewal. We consider this matter closed.

  Customer response

  05/08/2022

  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.
  
  I was at work when you called but I left a voicemail from your message to let you know that what your people were telling you was NOT TRUE. They only offered police and I said to them that police was not needed I was in my work parking lot and was safe.  I just need someone to help fix my vehicle. From the first call they said someone would be there in 90 minutes since no showed showed up would have made that near 7p. I called back at 9p then they said someone was on the way no show. I called back multiple times throughout the night and finally I had someone at 4:30 am saying they could not find anyone.  I had to be back on the clock at 5am.  You see I was at work for greater than 24 hours due to no one available.  So having police there would do what? They cannot assist to fix the vehicle and what you left on my voicemail from your staff covering their records was untrue.  As a matter of fact I am still waiting on your return call.  Thirty dollars is fine but its the principle of this whole situation.  I would not take all of this time out to make up a story.  I just cannot believe this. But again yes I will accept what AAA has offered but this experience was so horrific I cannot help but alerting friends and family if they ever ask about the service AAA offers.  If you would like to call me back I am still here **********.  Thank you 
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  09/09/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not had further contact by AAA Mid-Atlantic, Southern Region regarding complaint ID ********. They did a small compensation but I wanted to ensure they addressed the incompetence and failure of that whole incident.  I am sure they can do better.  I did renew we pray so. 
  
  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. ↩