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Complaint Details
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Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/31/2024 *** dispatched a contractor Prospect St Autobody to change the tire on my 16yr old sons 2004 ***** Silverado. They changed it in my driveway, on a beautiful evening. 25 days later that same tire flew off while he was driving it causing significant damage to the truck. Customer relations told me to send them the information including pictures and insisted I take it to be diagnosed. They then proceeded to deny any responsibility for prospect street auto body and told me the truck was old and some of the damage would have happened anyway. They also feel that the number of days that went by somehow means they are not responsible. My son drives that car to and from school. Less than 20 miles was added to that truck between when the tire was changed and when it flew off. What seemed to me a pretty simple problem showed me that even after 20years of business *** does not stand with their customers or behind the work of the contractors they dispatch. They have not left me with having to pay for the repairs of over ***** and it is 100% the fault of the person who didn't tighten the Lugnuts. All four Lugnuts were missing after the tire flew off and nothing else was damaged.
Business response
10/10/2024
We write in follow up to you regarding your claim for damage as a result of the tire change requested August 31, 2024, which was provided by *********************.
As we include in our Membership Terms on *******. .In some cases, we utilize independent contractors to provide Roadside Assistance and cannot control the manner in which those independent contractors provide Roadside Assistance. Accordingly, we are not liable for any claims, damages, causes of actions, suits, or demands ("Damages") arising out of any act or omission of our independent contractors. All Damages are the responsibility of the independent ************* the event of a dispute between you and an independent contractor, we may assist by mediating the dispute but are not responsible for the actions of independent contractors.
We attempted to mediate this claim between member and *********************. Our ***************** team reviewed the photos and estimate you provided. The estimate for $2,045.61 includes ball joint, studs, nuts, fender, used wheel and alignment. The photos show the body damage rotted/rusted, meaning it was in need of replacement prior to service. Based on the pre-existing condition of vehicle, and the 25-day time lapse from the initial tire change, we are unable to mediate this claim.
Although we understand that this claim was not resolved to member liking, you may wish to pursue this further through other arbitration or mediation services.Customer response
10/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
AAA states they attempted to mediate this claim, but in reality, what they did was lead me to believe they were going to help and then did absolutely nothing. I sent the photos the day they asked me too. They said they could not mediate anything until they saw an estimate. That tells me they were only going to help up to a certain amount of money. While my truck is old, it was not in need of these repairs until the tire flew off the truck while my 16yr old son was driving. The tire that AAA had changed in my driveway. They also blame a time lapse. This truck is not driven every day, and when it is driven it is to school and back which is less than two miles. Had they checked mileage it would have been less than 20 between when the tire was changed and when it flew off. To deny ANY responsibility for ANY of the damage is immoral and wrong. Regardless of any rust we can agree that when the tire flew off and shattered the plastic housing, that damage was not preexisting. Liability should not be based on the amount of damages. To think you don't even owe for an alignment after having the wheel fly off my truck is absurd. I asked them to tow my car to a AAA approved facility and they could assess the damage, but they insisted that I use one of my own tows and do it myself. After having me jump through hoops, they chose to do absolutely nothing for a customer who has been with AAA for over 20 years and just signed my son up as well when he got his license. For *** to not stand by their customer, when a simple tire changed turned into such a mess, luckily not injuring anyone, is bad business. If an elderly person falls in a store due to negligence...,are they allowed to say they were old anyway and those bones were due to break anyway? I have since cancelled my remaining membership and will never do business with AAA again. There are plenty of roadside assistance company's to choose from now and I will bring my business elsewhere.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
10/17/2024
We attempted to mediate this claim between member and Prospect St Auto Body. Although we understand that this claim was not resolved to member liking, you may wish to pursue this further through other arbitration or mediation services.Customer response
10/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
After 20 years of business, I will never utilize your services again. Luckily for myself and everyone I talk to moving forward there are many other options for roadside assistance.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
09/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On September 23, ********************************************************* ***. The course would not allow me to proceed after the device I was using was deemed incompatible with security verification methods (voice recording). I was forced to re-purchase the same course for ***** usd. I re-purchased on September 24, 2024 and was locked out for a verification quiz and unable to proceed with the course unless I re-purchased and re-registered. As a *** member I believed that this course was reputable and fair. It is neither. Ultimately, I ended up completing my defensive driving course certification with another company (****************************************) for less money.Initial Complaint
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
AAA Northeast is refusing to provide a prorated refund for my membership, even after I explained to them I no longer own or lease care with which to take advantage of their membership.Business response
09/23/2024
We write in reply to this concern. Member would need to contact their home club, *****************Initial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4 times my family needed roadside assistance and ALL 4 TIMES the amount of time AAA gave before someone could get there was ridiculous and unacceptable. All 4 times they said "they'll be ther in an hour" and All 4 times it took at least 4 or more hours. In fact, 1 time it took 2 days before they could get someone to tow my car to the nearest dealership. THAT IS UNACCEPTABLE AND TO ME A BREACH OF CONTRACT!! They never said it was going to take as long as it did and they make you pay for a year in advance because once they get paid they can do whatever they want.That is clearly what they did here. NEVER AGAIN. They were never this bad. Their service is an F- and they should have some kind of suit brought against them for FALSE ADVERTISING.Business response
09/23/2024
I write in reply to this concern. Member would need to contact their home club, *****************Initial Complaint
09/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a new insurance plan in June of this year. Despite my new insurance agent sending the proper notification letters (multiple times) and myself calling many multiple times, AAA will not cancel my policy and issue me a prorated refund for the insurance period I did not need, I am currently paying for two car insurance premiums for absolutely no reason,I have documentation of the letters my agent sent, e-mail records from myself trying to cancel the insurance policy ad well as documentation of the multiple phone calls I made to try and get this resolved.Business response
09/17/2024
I write in response to this concern. Member would need to contact their home club. *****************Initial Complaint
09/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have requested UNSUBSCRIBE (via email) cease and desist marketing and any other emails/contact from this corrupt company and it's gangster management headed by **** *****, Nilz *********, ******* ****** and all the other paddywhack Mafia bosses there, but they continue to send me unwanted unsolicited fake service offers/garbage. They can't deliver road service and fire tenured employees even when their performance is improving, so why would I want anything from them! Please STOP!!!! I don't deal with crooks and criminals!!!Business response
09/16/2024
We write in reply to this concern. We have opted the individual out of receiving any further solicitations.Initial Complaint
09/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Subject: Extremely Disappointing Towing Reimbursement Experience with AAA As a long-time AAA member, I am extremely disappointed with the poor service and lack of responsiveness regarding my towing reimbursement request. Here's a summary of my frustrating experience:On July 1st, I submitted a request for reimbursement of towing charges, which AAA confirmed I was eligible for in an email. I promptly provided all the necessary documentation and proof via email within the required deadline, on July 17th. Since then, despite my efforts to follow up, I have received no response.Over the past two months, I have sent multiple emails, left voicemails, and spoken with customer care representatives, asking them to update the ticket raised for my reimbursement. However, as of September 7th, there has been no communication or update regarding my case.This lack of accountability and customer service is unacceptable, especially from a company like AAA that prides itself on supporting its members. I hope AAA resolves this issue promptly, as the continued delay and poor service have left me reconsidering my membership.Business response
09/09/2024
I write in reply to this concern. Member is a member of Club 212, AAA Mid-Atlantic. Member would need to contact their home club.Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car Had Auto Claim from AAA. Claim #*********.1) I want have Records of complete details of my claim.2)i want Loss History Letter - Details Of the claim.3)Anything more related to the claim - I needed to get more furthur informaion regarding the claim, as per the "policy of freedom of information - Obtaining my own personal records."I have send sevaral emails to get the above information.i wrote to *****. *******. MS. ** ***** said I need to write to *************************.I wrote to *****************************. She want me to talk to *****. ** *****.Enough of shifting reponsibilities.I want their manager *************************** (Phone #************) or ********************* (Phone #************) - take responsibility and provide me the above requested data for my personal records please.Business response
09/04/2024
I write in reply to this concern. Member appears to a member of Club 252. AAA *****. Member would need to contact their home club.Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I hit a deer on July 27 2024 and was told I would get reimbursed since you didn't have an overnight driver in *******, ***I sent the receipt multiple times and only got told it was incorrect even though it was itemized and printed. Now you're asking me to renew my membership? For what? No service? I feel scammed out of $216 since I've gotten no responses from you at all! I will tell everyone I know to look for a better company since all you get with AAA is a runaround while you just take money!It's ridiculous that you charge for services you cannot or will not provide. This "business" is a complete joke! The company that towed me was thetford auto and I had a 2018 kia ****** I hope others who read this find an actual company to use and not this scam!Just in case the company tries to say some bull c*** I've attached photos of what they say is acceptable, what the receipt looks like, and a screenshot of the email where they give the runaround. I sent that exact same receipt multiple times! I was told it looks good and to resubmit it only to be told it's wrong! I wonder why? Maybe it's greed! Shameful how this company has fallen from it's good days!Business response
09/04/2024
I write in response to your concern. it appears that we have received the reimbursement request. This was processed on 8/26. Please allow ***** business days to receive the reimbursement to the address on the membership.Initial Complaint
09/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This issue started with what I believe is a deceptive practice by AAA and their contracted tow companies.I scheduled a pickup for a car. I provided identifying information, including a license plate number, about the car with the assumption this was for ensuring correct pickup. After the car was towed, the company told me that AAA does not cover cars with expired registrations. I was not aware of this requirement and immediately renewed the registration online. The tow company also said this happens at least 3-4 times a day to people and apologized but said I would have to pay the tow fee privately ($825). If this is a required for AAA I find that it is deceptive that it is not made explicitly clear during the schedule pickup.Additionally, the fact the tow company I spoke with (***************, Ashland, **) confirmed that this is not an unusual situation. They received information that the tow wasn't covered at approximately 10:00pm. I originally called AAA at 2:03pm and the car was not picked up until after 8:10pm. Because the car was already picked up, I had no option to opt out of the service and was forced to pay for the tow privately. Had I known active registration was required, I would have either not towed the car at that time or renewed. I called AAA but was told that this was their policy and was offered a small credit to put towards my membership if I chose to renew next year. I find it upsetting and deceptive that I wasn't presented with the requirements for coverage explicitly when I called.Business response
09/03/2024
I write in reply to this concern. We will contact the member to directly to discuss.Customer response
09/13/2024
Better Business Bureau,
I was contacted by *** member services on Monday, September 9, 2024, at 3:52pm and informed that my case had been reviewed. The result was that I would be refunded the total out-of-pocket costs I incurred ($825) and will receive a check by main within 7-10 business days. I am pleased that the *** representative acknowledged that I should have had the opportunity to deny service and informed of the requirements for coverage prior to my car being loaded on the tow truck.
I am appreciative of ***'s handling of this case and for issuing me a refund of my out-of-pocket costs. I also appreciate the effort but in by the BBB to help resolve matters such as these.
Regards,
Galaxie Story
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Customer Complaints Summary
346 total complaints in the last 3 years.
110 complaints closed in the last 12 months.