ComplaintsforAAA Club Alliance

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have called AAA numerous times and asked that my name and address be removed from their marketing mail list. I was told it takes 30 days. I am now in November receiving marketing mail from them again unwarranted by me. My name and address needs to be removed permanently and do not never contact me again via marketing mail.

  

  Business response

  11/12/2024

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. We have successfully added ****** ** ****** to our opt-out list to ensure she no longer receives marketing communications from us. 
  Please be aware that processing the removal request may take up to 90 days, during which time she might still receive some AAA promotional offers. 
  
  We appreciate Ms. *****'s understanding and patience as we work to fulfill her request.

  Thank you, 

  AAA Member Experience 

  Customer response

  11/13/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22512832
  

   

   

   

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have been a AAA member for 13 years and rely on them for emergency roadside service due to a disability. On September 5th at around 7:10 pm I contacted AAA about a flat tire I had on my vehicle. Via text I was notified at 7:16 pm that a technician was scheduled. When checking for updates via the AAA link I was sent, I was then informed the service wasn't going to be until 10:09 pm. I called AAA back to find out why the delay and was told the provider had cancelled and given another time of 10:40 pm. The reason I was given for the delays was that AAA was experiencing high call volumes even though it was a clear and calm night so weather wasn't an impact. After waiting and not getting any more updates I called AAA back again around 11:30 pm. I was transferred multiple times to different agents and then supervisors to find out why my service was not getting done. After long waits and multiple disconnects I finally spoke to a supervisor, around 12:30 am, and was told that AAA was having trouble getting any providers to handle my call. The only options I was given was to continue waiting for a provider or getting someone myself and to pay out of pocket and possibly getting reimbursed by AAA. After waiting for over 5 hours these were not good options for me. At this point I was exhausted so I asked if I could schedule a tow to a tire shop. The tow was scheduled for 8:30 am so I had to leave my vehicle and make other arrangements for that night. I told the the supervisor how unsettling this had been and that I wanted some sort of compensation and was told she would take care of me. The tow operator showed up around the time scheduled and took my vehicle. While riding with the operator I talked about the situation the night before and found out his shop was only 10-15 minutes away and that there was no surge in calls. Since then I have left multiple messages with the member services representative handling my case#3346 and still haven't had a reply. Please help

  

  Business response

  11/07/2024

  We have applied a credit on the membership in the amount of $105.00 for the service experience. The memebr has also been sent an apology email.

  Customer response

  11/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22365860

   

   

   

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had to call roadside assistance for lock out service. To my surprise my membership was not active. I was told it’s $65 fee for same day service plus $45+ for reinstatement. That’s ridiculous pricing for “same day” service but I had no choice!!! I paid and then was told it was a 4 hour wait for service!!! I am livid that I have paid nearly $120 for service that will take 4 hours for an arrival which takes literally 2 seconds to complete. I am not a happy customer and will tell other people of AAA horrid customer service. This is unacceptable

  

  Business response

  10/01/2024

  The charges are valid as member was needing service the same day that they signed up for membership. This is to ensure our membership prices are reasonable for our members. Thank you for the feedback. We apologize that we are unable to refund the charges.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a member of AAA, they offer emergency services for your car, as well as lock out services for your car and/or home. I called today in a panic because I accidentally locked myself in a room in my house, and there was no way I could get out. The first problem, in the panicked state I was in, I kept having to go through option after option after option, instead of being able to speak to someone right away. That is a disgrace and should NEVER happen. Finally, the person I spoke with told me they don't cover a lockout situation if I'm in my house; they only cover outside the house. What kind of service is this? If I'm locked inside or outside the house, what difference does it make? It 's an emergency! I was alone, elderly, and locked in a room with no way to get out, and this guy uncaringly tells me that they don't cover this when someone gets locked inside their house in a room. That makes no sense to me since lockout coverage is lockout coverage. It was an emergency, and I needed help, and AAA refused to send someone. They need to refund part of the payment I made to them for this failure on their part.

  

  Business response

  10/01/2024

  Good Afternoon,

  Ms. ***** is a plus level member. We only offer home lockout service to premier memberships. Since this was not something that is covered we would have not been able to send out service. We apologize for the experience the member had.

  Customer response

  10/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The AAA representative did not inform me that I wasn't qualified due to my type of membership.  I have been a member of AAA for years and would expect them to extend themselves to help me, if not now, in the future.  Their rep's response was cold-blooded, uncaring and a sign of today's horrible incompetence and customer service across the board.  They can do better and they should. Regards, Complaint ID: 22176175    

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Someone stole my keys and I requested AAA to tow my car home. They send out a flatbed and wanted me to signed a damage waiver. I asked about other options and I was told to get a two that uses dolly to avoid damaging my transmission. I got car towed and keys made. Got refunded for keys recently but I keep getting runaround for the towing. It's been way too long not to receive my money. I need my $300 refunded, thanks

  

  Business response

  09/04/2024

  The Check for the towing was approved on 7/13/2023. We have checked with our accounting department to verify if the check has been cashed. If the check has not been cashed the member would have received multiple communications asking if the check needed to be reissued. If the check has continued to not be cashed at this time the money may have already been sent to the unclaimed property division in the members state of residence at the time of the request.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 25, 2024, a AAA technician arrived to give me a jumpstart. She said the vehicle had a failed battery test and recommended a battery replacement - I was never provided documentation of the failed battery test, despite numerous calls, texts and emails to the technician and AAA to provide this failed battery test. I would like a full refund of this charge as I suspect that there was no failed battery test and I was had by AAA.

  

  Business response

  08/24/2024

  We are not showing any service calls for a membership under this phone number and name. The only membership we found for this name and phone number was cancelled in April 2024. Unless a membership number can be provided we have no further information.

  Customer response

  08/27/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Attached is my AAA info and the receipt for the service. AAA member no. 4** *** *********** Regards, Complaint ID: 22148469    

  

  Business response

  11/07/2024

  Here is a copy of the failed battery test. Battery sale and install was valid. We will not be offering a refund.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted AAA to have my vehicle towed. AAA said they coulld send a trained professional out to check my car and see if it was the battery or something else. The technician came out and said my battery was dead. Advised the battery cost was $218.57 I paid for the battery. The nedxt day my car started to shut down while driving. First the radio went off then the air shut off, then I could not roll my windows down or unlock my door. I was on a 4 lane road way getting ready to enter a highway when my car shut off. AAA tow truck driver out and said it was my alternator, my car was towed it was confirmed again it was never my battery but the alternator. I have tried relentlessly to resolve this with AAA to receive nothing but the run around and broken promises. Call backs after the times promised. AAA is taking membership money for a capacity of members they are not able to handle as agreed upon in the membership. AAA is committing fraud to its members not properly checking batteries when such service is being sold to members. I could've been on th highway when my car shut down, seriously injured ir not killed or cause harm to someone else. I want my money refunded to me for the battery. Had AAA contacted me right away they could've just returned my battery they took out my car but its been 2 weeks. No company should be advertising or selling a product if they cannot provide the proper service in which they are selling. AAA should not be enrolling new memebers with fees paid if they do not have the capacity and fleet to properly handle the current members for the services they advertised

  

  Business response

  08/24/2024

  A check has been requested for the amount of the battery and should arrive in 7-15 business days.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am member of this club and I had my car towed to have it repaired on 7/15 and I was informed that it would cost me $2600. I was also informed that if I was planning to move forward I would have to remove the car off there premise or pay a fee. I called AAA and the informed me that it $90 surcharge and this was classified as a “ retow” . I look over my policy and I could not find anything pertaining to this term. I google it and I didn't received any results. I have several tows available and I upset that AAA would take advantage of me. My vehicle can not be driven and what is the purpose of having a tow service.

  

  Business response

  07/19/2024

  The reason for the charge is due to our one tow per disablement policy located in our member benefit guide. It states:

  3.11. One Tow per Breakdown: Membership will only cover one tow per breakdown. Use of two or more Emergency Roadside Service call entitlements to extend the Member tow mileage benefit for the same breakdown is not permitted.

  Customer response

  07/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  Regards,

  Complaint ID: 21996053

    I thought that my car need transmission fluid but I needed a transmission. How does a customer navigate through this process? I have several tows available so do I get a rebate if I don't use them. What is the purpose of paying $220 a year if you can't use them when needed.

   

   

  

  Business response

  08/13/2024

  We provide emergency roadside assistance to assist you when the vehicle is discovered to not be operable. We will tow the vehicle to a place of repair or your residence as requested. Once it is towed there it is not covered to be towed again as that is not considered an emergency. This is considered a convenience tow. We will still cover a service call for another vehicle or service for another issue. 

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 10, 2024 I had my car towed from my residence to another residence. My left emergency brake was stripped. It no longer worked. It was done by an employee of AAA’s contracted towing company, Elite Towing in Cincinnati Ohio I was asked to get a an estimate for the repair. The first one was from a AAA affiliate mechanic, *** ********* that estimate was $1074.48. That seemed very high to me so I decided to look for a lower estimate even though that was not asked of me, and I found one for $552.40. AAA still decided not to pay for the damage and their reason was the age of my car. AAA suggested that I reach out to Elite Towing, which I called several times and left a message and they will not return my phone call. I had no idea that *** ******** was going to attach a dog whistle that I believe caused a prejudicial outcome. When is it OK for corporation not to pay for something that they broke because it is old? I don’t understand that. This is my car…I have been a loyal club member with AAA for 13 years.

  

  Business response

  07/19/2024

  The damage claim was denied by the provider. The provider stated that the driver used the emergency brake in the way that it was designed. The part failed due to age and state of repair not because of neglect on the part of the driver. This is an independent contractor and AAA is not liable for damages as stated in our member benefit guide. The member was provided the contact information if they choose to subrogate further.

  Customer response

  07/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21985609

   

   

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/1 I used AAA to tow my disabled car. AAA canceled 2 tows not informing us that they did so or why, leaving my diabetic wife and myself stranded on the side of the highway for over 24hours. Her diabetic medication that needs to be kept below 86 degrees was in the hot sun for over a day. That night a hail storm came through and damaged my front windshield while we were told to wait for a tow that was canceled by a club other then my home club. The next day after finally getting a tow they told the driver we didn't have plus membership and now owe the tow company milage and storage fees. We were told before the tow from our home club when 1st tow was arranged milage would be covered because we were Kansas club.

  

  Business response

  07/03/2024

  We attempted to locate a call for the member but do not show a service call after 6/28/24. Did this happen to take place in another area?

  Customer response

  07/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I have attached documents that provide my view on the matter. 
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21852878

   

   

   

  

  Business response

  07/19/2024

  The member joined AAA the same day that he needed service. The member did have to pay a $65 same day service fee which allowed him to use his membership. However there is a 7 day waiting period for any benefits above the classic level. Because the member was in that waiting period, the member was only covered for 5 miles of towing. Any miles over the covered amount would be subject to an over mileage rate determined by the area the member was in. We apologize for the delays but the charges are valid.

*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. ↩