ComplaintsforAAA Texas

• Initial Complaint

  04/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we made agreement with this insurance carrier to provide insurance for three auto, a home owner policy roadside service, on 4/13/ 2024 this company was to withdraw ******, from my account, for auto **********************, this was the agreement my with them, when this did not happen i called, and they said it was taken on 4/13/2024, but its was not, only to find out that on 4/17/2024, someone from this company had gone a try to withdraw ******. no one from this company inform me of such action, i called brink finance company they said they did not have a trans action for that amount, only to find out from triple a later that it was a 6month change, in policy amount, no one inform me of such change, however i am understanding that my policy is the same, only to find out that changes have been made with no mention too, me, i would have thought that they would have let me no. i will have to make the adjustment on the next business day.

  Business response

  05/07/2024

  As a follow up to your telephone conversation with *************************, we are pleased that your concerns were resolved prior to ****************** contacting you. If you have any questions, please contact ******************, at *************.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I am an AAA member already.Im receiving mailings to someone else at my home. The person sold the home to me in 2016.Please remove/stop all mailings to ************************ (and anyone else you are tempted to try) at my home.Send no marketing mails to my address please:****************************************************************

  Business response

  04/08/2024

  Thank you for bringing this to our attention. We have taken steps to prevent further mailings of this type from being sent. Please allow 90 days for this change to take full effect.  Please contact the ********* if you have any further questions.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ************************* I've been a AAA member for 12 years. I've never had any problems with this company until 03/20/2024. I was stranded in the city of **** ********* for 3 hours. My headlights on my car went out, and my brights on my car wouldn't stay on unless I held the handle to keep them on. So, I was in deep country darkness surrounded me in a town I know nothing about, parked in front of a store called ********* Sausage Kitchen which was closed and no gas stations or bathrooms anywhere. I called AAA to see if they would send a flatbed truck to tow me into *******************, the lady told me that it's a busy night? that they would put me into the cue, they couldn't tell me what number I was or how long it would take just mentioned that I would be in the cue. I waited and waited, meanwhile I kept getting these texts on my cell telling me I was in the cue. So finally, I called them and talked to a really rude customer service lady I asked her how long it will take for a tow truck to get to me? she asked me was I in a safe place I told her no! That I have been sitting out here for hours and no one showed up. So, she checked, and it turns out that I wasn't in the cue, and no one was assigned to get me, 3 hours I sat waiting and no one contacted me and the woman I talked to hung up and never called me back. So finally I had to take a chance and use my brights having to hold the handle to keep them on, while driving, because if I didn't they would turn off, I drove 19 miles like this straight down 165 to the next town Kinder ********* to get to a hotel, because I couldn't drive at night to ******************* on 10 which is 62 miles an hour from **** with all the road construction and detours. I got a room at ********** for the night so I could drive during the daylight hours to *********. I want to be reimbursed for the motel, because had they showed up, I wouldn't had to spend, the monies it's sad how customer service can make the whole ********************** look bad.

  Business response

  05/02/2024

  We extend our sincerest apologies for the inconvenience that you experienced during your emergency roadside service request. You requested to be reimbursed for the hotel expense you had to pay out of your pocket. As a gesture of goodwill, we sent a check in the amount of $68.66, for the hotel expense you incurred on March 19, 2024. If you have any questions, please contact, ***************************, at **************.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Large amount of spam mail from Triple A, and the opt-out form online is unavailable.

  Business response

  04/16/2024

  Communications preferences have been updated. The member should allow up to 90 days to ensure all correspondence stops. We found no issues with the self-serve options.Should you want to address the complaint that there was no opt out option available online, we would ask the member call for services to develop what her concerns were in attempting to unsubscribe, herself. If any questions, please contact us at ************.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year I completed AAA's Onboard driving program, where I had to have an app installed on my phone and my driving was tracked for 6 months. I agreed to this tracking and monitoring in order to secure a discount on my auto insurance renewal. I successfully completed the program and scored a 97. In my renewal statement, it said I would get a 30% discount on my next annual policy (renewing next month).This month I purchased a new car, and when they removed my old vehicle and added the new vehicle, my 30% discount disappeared. I called yesterday and spoke with a representative, and they told me they couldn't restore my 30% discount because I had changed cars. I asked to see where in writing it said this, and he spent a long time talking to his manager but came back saying it wasn't written, but that's what they do.This is wrong. AAA Onboard reviews my driving habits. I scored a 97 out of 100. It shouldn't matter which car I am driving. Please restore my 30% discount.

  Business response

  05/07/2024

  Please accept our apologies for any frustration we may have caused when you contacted us regarding your policy. As offered during your telephone conversation with *************************, we have sent a copy of your renewal offer dated February 17, 2024, which provides details regarding the Onboard Driving Score (****). Please understand that, to qualify for the **** discount at renewal, at the time of the renewal offer, a vehicle must be enrolled in the OnBoard program, must have at least 60 connected days, and must have sufficient driving data gathered during that data collection period. While your prior vehicle, the 2020 ***** did qualify for the **** discount, the 2023 **** which replaced the **** after renewal was offered, does not. If you have any questions,please contact ******************, at **************.

  Customer response

  05/07/2024

  I am rejecting this response because:   

  The business called me a month after I submitted the complaint, however, they did nothing to remedy the situation. I asked them to show me where in writing where it states the discount follows the car, not the driver. Instead of showing this to me in the contract, they simply re-sent me my bill. I didn't need to see my bill again. This isn't what I asked for.

  This program evaluates the driver's driving habits. It shouldn't matter what car I'm in. I am a loyal customer who has filed no claims since owning the policy and has paid my bill on time. They took away a discount I earned (by agreeing to be monitored every day while driving for 6 months) only because I bought a new car a month before my policy renewed. This is wrong. I'm not doing the program for another 6 months.

  Business response

  05/08/2024

  Our response confirmed that ************************* was in contact with you and explained the discount and qualifications on detail. If you have any additional questions, we encourage you to contact ****************** at **************.

  Customer response

  05/08/2024

  I am rejecting this response because:   

  As mentioned earlier, I qualified for the discount at renewal. They don't give you the discount when you complete the program; AAA makes you wait 6 months until your next renewal year in order to get the discount applied to your next year's bill. I qualified for this discount at renewal, and got a new car 1 month ahead of my renewal date. Then I learn that I wouldn't be getting the discount I qualified for because I switched cars. I asked to see this in writing, but AAA has yet to show me this. It is dishonest to remove a 30% off discount that I earned over the course of 6 months because I changed cars. The program is set to evaluate the driver's driving behavior. It shouldn't matter what car I'm in.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm filing this complaint for my Mother, ****************************** [MEE], who is 97 years old. Her address is *******************************************************************************. On 02/14/24 MEE attempted to purchase renters insurance from AAA Texas, agent *****************************. Refer Discover card transaction dated 02/14/24 AAA ** Insurance ************ for $75.00. Forms from AAA were mailed to MEE for which she tried to call ******* at ********************* to ask questions before completing the form. Refer Policy Ins Application TH0204673151. Several phone calls were made by MEE and me to reach ******* or her manager. The last call made was made by me on 03/21/24 around 10 am. A person who identified herself as ******* answered the phone. I asked to be transferred to ******'s manager and was put on hold for 14 minutes with no response from any one. I hung up because it was obvious no one wanted to help resolve the issue.

  Business response

  04/09/2024

  Response to our insured is as follows: Our records indicate you purchased a Tenant Policy effective February 15, 2024. That same day, your new business application was mailed to the ** BOX on file for you. In the time that followed, these documents were returned to the sender due to an invalid address. On 2-27-2024, after confirming your mailing address, the agent requested for the new business documents to be re-mailed to the address you provided. Later, on 3-07-2024, a Notice of Cancellation effective 4-11-2024, was issued due to no signed documents. In the time that followed receiving the Notice of Cancellation, you made several attempts to reach the agent and Manager, ****************. When you did not hear back promptly, you contacted our *********************** for further assistance. To clarify, our records show the agent was out of the office for an extended period which included dates you made attempts to reach her.Regrettably, upon her return, we were unable to resolve this matter for you promptly which, understandably, led to your desire not to reinstate your policy.On 4-03-2024, after receiving your correspondence, your son, ***********, spoke with **************** and reaffirmed your desired resolution not to reinstate your policy. As of 4-08-2024, the Tenant policy is cancelled effective 4-11-2024,and a refund check for $64 has been issued. We apologize for the service you experienced when working with our agent. If you have any questions, please contact *****************************, Regional Manager, at **************.

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This matter started with AAA Texas the month of 11/2023, due to a membership renewal bill. i called to see why the funds was not taken out of my account no one could give me a direct answer. I escalated the call to a manager **** *** Ellanese phone ************ i stress to her nothing was attempted to be drafted out of my account nor was the payment decline/nsf. Her system was down she advised me she would look into the matter i asked her to leave a message if i don't answer. And i will return her call do to i'm getting ready to log into work she agreed. However, she left a message saying November the card declines and December. And that a call was made, and the call didn't go through! I left 3 messages on 3/11/24 she never returned the call and on 03/12/24 i left a message advising her i was very hardened she never attempted to call back after the 1 message that she left. And her due diligence is inaccurate. Due to limit space to input complaint I'm going to sum this up. I located my membership renewal bill and it reads in the upper right had corner. Your new membership card have arrived, and benefits will continue with automatic dues payments each month from credit card or debit card. The card on file is a **** ending in 5503. Expires 11/26 . If info has change, please contact us. I was not aware due to the payments are set for auto with drawl. You would think she would look at all correspondence that was sent out! So expired is not decline attempt was not made do to expired and the renewal is advising expired 11/26. Due to limitations with uploaded doc for BBB i will forward this renewal to the other manager that i spoke with on 03/11/24 and 03/12/24 Last name ********* at phone number ************. Since this has happen i lost the option to renew month to month. My mother located the letter do to i travel with my employer and i had mail still at her house. I dislike the wrong information that i was provide and the lack of communication with the 1st manger i spoke with **** ***.

  Business response

  03/18/2024

  Our records reflect the complainant spoke with membership services management and addressed these matters. The complainant was in contact with a sales agent for a re-write.  The sales agent, ***************************, ********************* was in contact with the complainant and we were advised she wanted a call later. No time for call back was mentioned. If further assistance is needed, please contact *************************** at **********************.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 17, 2023. I had my first auto accident ever in my life. Pick up truck sped up next to me and merged into me but *** sided with that driver even though her tire marks were on the wheelwell of my front left tire, stating that her vehicle sustained more damage than mine, which actually was not true. I had additional damage that ***** discovered at first and when I brought this to the attention of my adjuster, he backtracked and stammered about the decision and I tried for a month to get a response from his supervisor Miss *************************, who never responded to me until I gave a poor review. I would not pay one ***** for ***************! I was set to change insurance companies because I bundle and I am convinced that they found fault with me because I bundle and they can get more money from me and with some bad luck it turns out that I had a leak in my condo in May that leaked into my neighbors garage ceiling. my adjuster was wonderful at first with communication but when it came down to final business, I attempted to contact her in August numerous times and was dismissed. I now have Woodlands Water Restoration coming for me because Aaa of Texas did not sign a release where they are to be paid directly for the mitigation and I dont want this to ruin my credit! I have paid my deductible for rebuild and I need somebody to put an end to this. *** settled with my neighbor and treated her like a queen last Fall and she has yet to make her repair with that money. I hope that somebody else from *** will reach out to me since my adjuster will not and I would like for them to deal with Woodlands Water Restoration DIRECTLY for the rest of the money/mitigation instead of involving me! Its almost been a whole year since the leak!!!

  Business response

  03/27/2024

  Your auto claim was reported to us by you on the same day as the accident, 03/17/2023 and you reported that you were driving on ******************************************** and were preparing to turn when the other party clipped your vehicle. A recorded statement was obtained with you on 03/18/2023 wherein you reiterated the same information. We received a call from the other party on 03/21/2023.  They stated that they were traveling in the second lane from the left when you merged into their vehicle as your lane was ending.Based on the location of incident, and the statements from the drivers, we were able to confirm that the lane you were traveling in was ending. With the points of impact, location of the incident and the statements provided, we accepted liability and informed you of the decision on 03/30/2023. This decision was based on a thorough investigation into the facts of the loss and did not take the value of the damages sustained by either party into account. Your home claim was reported to us on the same day as the loss, 05/22/2023 and our adjuster called you the next day and arranged to inspect your home on 05/31/2023. A water leak in your unit had created damages to your unit, and a neighboring unit below yours.  ********* services and dry down was completed for both units by your selected vendor. An estimate for the restoration your unit was written with payments being issued to you. On 03/18/2024 you spoke with *********************** and he confirmed that we had issued payment for the mitigation work completed at your unit. ************ also agreed to work with Woodland Water Restoration regarding settlement for working completed on your neighbors unit that was not included in the prior settlement. If you have any questions, please contact manager *********************** at **************.

  Customer response

  03/28/2024

  I am rejecting this response because:   The explanation that I received from my adjuster regarding the auto accident is that the other driver sustained more damage to her vehicle than me (A streak in her passenger door made from my side view mirror, which took the paint off of the tip of my mirror because of the proximity of her large vehicle into my small one)which was not true because I ended up having not only her tire marks on my front left wheel well and I am convinced that because she was driving a **** 150. She did not see my lower Camaro vehicle, and that she had sped up trying to beat me from merging. I had broken clips on my roof and damage to my hubcap as well showing how hard she hit me it would have been beneficial to have an adjuster physically come out and look at my vehicle instead of making me do all the work and take photos. 

  as for the plumbing issue, I had tried numerous times to contact my adjuster in August and have not heard from her since. I want this to end! And I want a LETTER sent to me ABSOLVING me from this issue and stating that I HAVE DONE MY REPAIRS unlike my neighbor to my knowledge who still has your money and has yet to do her repairs thus leaving my pipes in her garage ceiling vulnerable to a future winter freeze and exposure in general. 

  Customer response

  06/21/2024

  I had a plumbing leak 5/22/23 which went into the condo below. My plumber recommended Woodlands Water Restoration. At first, they seemed helpful. My 1st issue was w/contractor ******* who cxled on me last minute for an appt saying he wasnt doing work until he was paid for my neighbors damage which was on a sep claim w/my ins co AAA of TX. He was insistent on destroying my vanity that had no water damage, just the toilet subfloor & tile needed replacing. AAA didnt tell me I had to use WWR plumber for the job, I had already used my own. ***** of WWR put him on the job which seemed like a win but later told me that I paid him before she put him on so I essentially paid him twice both from my pocket and from the $1,000 deductible WWR wouldnt budge to fix this. I never had a water leak like this before I felt abandoned by both my adjuster from *** as well as WWR. The only adjuster who kept in contact w/me was ironically the one assigned to my neighbor from AAA. I went 6 mo without a usable bathroom bc of all the back-and-forth between AAA & WWR The bathroom was finally completed mid Nov 2023! A few days later, I noticed some caulking was cracked next to the tub & toilet. *** told me they wouldnt finish the caulking until they were paid in full. They wouldnt budge on the plumbing issue so I just paid everything in Jan. I received a shocking phonecall on Holy Saturday at 5 PM from ***** with the finesse of a loanshark telling me I still owed over $700 but would reduce it to 600 if I paid w/a card immediately! She lied & said AAA told her they gave the money to me. (Pls see attached texts) Turns out my neighbor owes them that money, but since she wont pay them, they thought they would trick me to get that money! She never responded when I asked who at AAA told her this. *** told them to finish the job they no showed me twice (see texts). They dont respect me or my time & I dont trust them! Ive paid my deductible I DONT OWE THEM ANYMORE MONEY finish the job!!!
  

  Finish the job WITH NO FURTHER CHARGES!
  

  Business response

  06/24/2024

  Our written response sent to the complainant explained all claim handling in detail. The response included contact information for *********************** at ************ for any further questions. The complainant is encouraged to contact *********************** with any further questions.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I experienced a "covered loss" due to lightning hitting my home and creating damage to refrigerator May 2024. I begged and pleaded my insurance company to replace the refrigerator as I knew that it would be a matter of time before the issue arose again. Surely, the ice maker worked for a few months and failed again. I was advised that I would need to pay for someone to come out to reinspect the refrigerator due to their warranty period being 60 days. This for me is completely unacceptable, when the loss originally occurred I specifically requested a replacement refrigerator to avoid any repeat issues out of the refrigerator in which you declined. At this point, I refuse to pay for someone to come reassess a loss that should have been completely rectified instead of putting a bandaid on and trying to provide the cheapest solution possible. When we as policyholders pick our coverages we expect to be able to use them without all the gatekeeping! Therefore, AAA has technically NOT made me whole on the matter of my appliance that should be covered in this loss. I was assured that I had 18 months of coverage from the date of loss. I can provide videos displaying the freezer making this loud noise, the ice maker is now leaking all over my kitchen floor, and the refrigerator is beeping as if the door has been left open. I am wanting this replaced and immediately before it causes any additional damage to my home. I was advised I would have to wait for them to send someone out to reinspect, and then they will determine if it's a covered loss.

  Business response

  04/08/2024

  You contacted the adjuster on 2-16-2024,advising your refrigerator was making a noise and indicated it was related to the lightning loss in 2023. We asked you to contact a local appliance technician to come out and inspect the refrigerator to determine if it was related to lightning or a wear and tear issue. If it was not related to lightning it would be a new claim and occurrence. On 3-06-2024, you had not contacted an appliance technician to come out and inspect your refrigerator. We offered to send an electronics vendor to the home but advised that it may take longer to get out to the home than if you contacted a local technician. As you were unable to get a vendor, we requested a vendor assignment to inspection of your refrigerator. On 3-07-2024 you submitted a report from a technician indicating the compressor failed as well as the electronics board in the refrigerator but did not mention the cause of loss. Our adjuster attempted to speak with the technician but was not permitted to speak directly with the technician who performed the inspection. A second report was received from the local appliance technician with lightning listed as a cause of loss. We again tried to confirm the report with the technician who inspected the unit but was not permitted to speak with the actual technician who was onsite. The cause of loss to the refrigerator could not be confirmed. To resolve the issue, ************* agreed to pay for the value of the refrigerator which was completed on 3-09-2024.On 3-15- 2024, ******************* explained your coverage and benefits include the 365 days in your policy as the amount of time you have to request the Replacement Cost Value of the dwelling repairs. If you request additional time for the dwelling repairs, you may request in writing a 180 day extension. If you have any questions, please contact *************************** at **************.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Triple AAA tried to charge me twice for a membership I purchased 03/02/24. I paid the membership in full $121.00 and the receipt is attached.

  Business response

  04/05/2024

  Please accept our apologies for the difficulties you experienced with your membership. As your concerns are important to us, we made several attempts to contact you; however, our attempts were unsuccessful. If you have any questions, please contact *************************, at **************.

*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. ↩