ComplaintsforAAA Mid States

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 2023 I called AAA to purchase 4 cars on a policy for roadside asst. 2015 ****** versa, 2019 *******************, 2020 ***** ****** & 2023 ******* ******  I paid roughly 300 for the policy. I did use 1 service call for the ****** ***** attached to *****************************. I called approx 2 to 2 1/2 weeks ago to cancel. I only wanted to cancel the *****, ***** and ******. I purchased a new car and got rid of the ***** and my new car came with towing and everything i needed. They said i would be due a refund of approx 184 and change. this would take 2 weeks. I called last week she said 2 weeks. I called yesterday 8/8/23 manger off ***** called me back today to say it would be done next week. Left VM. Then called back to say manager **** said i would not get a refund because i sued the policy for roadside on one of the vehicles, i did not. I asked for proof. I would need to speak to him he didnt answer I left a VM I just spoke with ****. Because ******* logged in under my login this has caused a confusion. But he cant answer when my refund will be issued. AAA took my money immediately i now have been waiting 2 weeks for a refund with no answer in sight for my 184.96.

  Business response

  08/10/2023

  There was some initial confusion about whether a refund was appropriate, but after some further discussion with the member, we confirmed that a refund was proper. It was approved yesterday (August 9). We process refunds once a week, on Tuesdays, so ****************** should see the refund on her credit card on August 15 or shortly thereafter.

  Customer response

  08/16/2023

  When I called today for the timeframe on my response I was told its still in a pending state. I could possibly see my refund next week.  For a company the size of AAA to take my money immediately and keep me waiting a month for a refund is not acceptable.  
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/3/21 I purchased a battery for my vehicle that broke down. Battery came with a 3 year warranty and free replacement. I let my membership run out because I was made aware that I had roadside assistance with my auto insurance company. 8/8/23 my car wouldn't start only to realize it was my battery. I called AAA to let them know my battery was under warranty and wasn't working. I was told that they wouldn't honor it because I wasn't a member any longer. I told them I wasn't looking for someone to come replace in my car, I would run where I needed to exchange. I was told warranty is for members only. I asked to speak to a supervisor and was place in a general voice mail. I left a message and had no return phone call.

  Business response

  08/21/2023

  We tested the battery last week - it failed, and we replaced it.

  Customer response

  08/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. It is unfortunate that it took a few days to take place. I purchased a new battery the first day from another company because I needed my vehicle for transportation. They did replace the battery a week later.
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 18, 2022, I booked a 7-night cruise through AAA, to depart on 03Oct23 leaving Maine and returning on 11Oct23. The trip was canceled on 12 Dec 22 by the ***** *** cruise line. My deposit of $1000 would be returned in full. After many weekly calls to AAA & ***** *** Cruise line, I was told by AAA it would take 4-6 weeks. As of this letter, I have found out that ***** cruise refunded my deposit on 21 Dec 22 to a third party ******** *******, AAA has no knowledge of the refund or the account in which it was deposited. My booking agent with AAA instructed ***** Cruise line to either send me a check or refund my credit card on file. ***** cruise lines representative informed me yesterday she traced my deposit to the third party ******** ******** on 21 Dec 22. I have had my trips planned by AAA & have been a member for 34 yrs, & have always had great service, however this situation I have had to do all the follow-up to locate my money. This complaint is to get my deposit back after 5 weeks of no results on AAA's part, & still being told it may take another week or more, the fact their service is very disappointing. After finding out where my deposit is there is no promise of a swift solution. I am very disappointed in AAA's handling of this canceled cruise.

  Business response

  02/08/2023

  We apologize for the confusion and delay regarding the refund. We have confirmed that ******** ******** issued a refund on February 1 (it is unclear why there was such a long delay), but the refund was processed to a card that is now cancelled (it was the card used in the original transaction). We are unsure whether the refund will automatically transfer to the customers new card. If it has not, please contact our Vice President of Travel, ******************* at **********, ext *******, and we will work to resolve the issue more expeditiously.

  Customer response

  02/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased AAA Plus RV coverage - I was told that it covered 100 miles of free towing for my RV should I ever need that. On Sunday October 16, we were leaving Niagara Falls, NY when the RV I was riding in broke down. We tried for 4.5-5 hours to get someone, anyone to help us. Multiple incorrect vehicles / services were dispatched to our location and subsequently cancelled. Finally a young man came but didn't have tow truck; he said he was told our battery was dead - we never reported a dead battery he was dispatched incorrectly. Finally after 5 hours a tow truck was dispatched - the young man came, told us he would hook up the camper and tow it up to 100 miles away. We chose a location in PA closer to our home (but still 4 hours away) because it was covered in our free towing area. At no time did the tow truck driver tell us there would be any additional fees. I confirmed that we were covered under free towing for 100 miles with all SIX of the AAA employees I spoke to in the 4 hours leading up to this. One hour AFTER the tow truck driver left with the RV, he texted me stating that there was going to be an additional cost of roughly $1200 - I spent the next 4-5 hours on the phone attempting to get someone, anyone to help me sort this out. NO ONE would help me - they kept telling me, no that's extortion, he can't charge you, let me get you to a supervisor, only to have NO ONE help me. The tow truck driver refused to drop the RV off at the shop until I paid him $1090.47 over the phone. I have attempted to reach anyone at AAA who will help me, i have left multiple voice mails - no one responds. Every time I call, i get the same message "we don't handle that here" and that the policy regarding RV Towing had "Just changed" - no one informed me of this change, and in fact confirmed multiple times that i was covered under our AAA Plus RV coverage plan.

  Business response

  11/01/2022

  While it is true that AAA Plus RV coverage provides up to 100 miles of towing, this is limited to $500 per event and $1,000 per year, as clearly set forth in our membership terms and conditions: *****************************************.RV tows tend to be incredibly expensive due to the limited number of facilities that can accommodate them. With the RV rider costing only $35 per year, we believe that $500 in coverage is a generous benefit.

  Customer response

  11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I was told by multiple AAA representatives that I did in fact receive 100 free mikes and it was only after the fact that I was told oh yeah we just changed that 
  
  Regards,
  
  *****************
  

  Business response

  11/08/2022

  We have now been provided the call details from the responding AAA club (the breakdown occurred in another AAA clubs territory).Contrary to **. ******’s assertions, she was advised prior to the tow of the $500 limitation.
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday, 9/3/2022 I visited AAA (York, PA) for a change of title service. We are AAA members and we were charged the appropriate fees. Our complaint is the woman who worked with us (Tara) "screwed up" the paperwork necessary for transferring ownership of vehicles. AAA contacted me today (Tuesday, 9/6/2022) and said, "There was a spot that they missed having me sign on the title and they needed me to come in and sign it as soon as possible." I drove up to the store and met with Sarah. She was helpful and gave me the paperwork. An additional complaint is against Angie (Manager on Duty). She was completely unprofessional and started yelling answers from across the room to questions that I was asking Sarah. Sarah was handling my questions fine but, Angie felt compelled to interject her thoughts and opinions in a rude way. Her tone and demeanor was short and extremely rude. I was there to try and help remedy the situation that AAA created (through there inept service on Saturday) and was treated horribly. As a longtime AAA member, I was extremely upset and discouraged by the incredible lack of customer service.

  Business response

  09/19/2022

  We apologize to ****************** for the problems that occurred in the processing of his title work. We strive to provide excellent customer service, and are disappointed to hear that we didnt deliver that experience to him.
  
  Thank you for bringing this to our attention.
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All I would like is a refund for for the extra accounts I got billed for. Charged $131, $131, $96, $96, and $96. Only need the one account for $131. Seems excruciatingly impossible to get this done. Still awaiting debit card refund for $419.00. Made several phone calls. Ordered account on 5/29. Money officially out of my account 5/31. June 7th and still no refund. Have received several excuses.

  Business response

  06/14/2022

  The refunds were processed on June 8. Refunds to debit cards can take a few days to be credited to a customer's bank account, depending on the financial institution.

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