ComplaintsforAAA Texas

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am paying for a service and was failed to be provided to me and left me stranded. When I called to speak with management they were being rhetorical. They DID NOT take the matter of hand seriously PHIL was very rude and insensitive to a situation that could of turned deadly.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/23) */ This does not appear to be a matter for AAA Texas to address. We do not find an AAA Texas membership for this person. Please re-direct this complaint to the correct AAA club for review and response.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have received the rudest service from AAA and this is impacting our Roof being replaced. I need to send my email thread to someone above Chuck B*******, so AAA, can see how rude he and the team he leads. It is no wonder Ginger G. on his team is rude and continuously provides substandard service. I also have requested for years for AAA to remove an old address off of my account. My rates I have been charged for several years are based on another zip code. We need help! We are so alarmed at AAA and planned to continue to seek other channels to express our discontent. Please notice the lack of pleasantries and respect from Chuck.

  Business response

  05/11/2022

  Business Response /* (1000, 10, 2022/04/07) */ On 1-12-2022, you reported wind and hail damage to your roof. Danny G**** of Ladder Now scheduled and inspected your property on 1-26-2022. The inspection noted hail damage to the roof to several elevations. An estimate was written for $51,618.76 and less depreciation and your deductible, a repair check of $16,089.09 check was issued. A supplemental check for $1,582.58 was also issued on February 25, 2022. In your submission to the BBB, you were requesting a re-inspection of your property due to differences in the estimate. The Auto Club was already aware of the situation regarding the cost of repairs and a re-inspection was scheduled on March 09, 2022 with your contractor Ramsey Roofing Company. Based on the re-inspection, your contractor's estimate was approved and a supplement check of $18,076.34 was issued on March 11, 2022 resolving the issue. The check represented the estimate of $60,748.01 less your deductible of $25,000.00 less the previous payments of $17,671.67. The recoverable depreciation was included in the check as the work was nearly completed. Should you have any questions, please contact Robert L**** at (469) 261-0991.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AAA fraudulently towed my car to their storage instead of my home so as to charge fees without my permission and are only reimbursing for one tow by using my old membership instead of my new membership which has four service calls left. I should be reimbursed for both toes and the fraudulent storage fees. This company uses fraud to scam its members out of their money and the services they pay for.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/01) */ This does not appear to be a matter for the Automobile Club of Southern California to address. We do not find a membership for this person. Please re-direct to the correct AAA club for review and response.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went there to get some paper work notarized, the paper was both written in Arabic and English and I did have the certificate of authentication for the translated Arabic copy. First they refused to notarize the Arabic one without providing any legitimate reason, and only wanted to notarize the English version. Then they said no we can't notarize this one either, because the second page had lot of space and they believe it could be used to edit the form once notarized, I explained to them that the reason for that space, is because these forms needs to get notarized 4 different times. And I even offered to show them the proof for the statements that I'm making and yet they still refused to notarize it and asked me to go to a professional notary public!!!!! I could understand if they have an actual reason to why they don't want to notarize my documents but they didn't have any valid reasons at all. That person's name that didn't help me was actually the branch manager and her name is Erica David I pay my membership fees so when i need those services I can actually have it and not be treated like trash, and have everyone in the office laughing at me as if I'm cracking jokes or asking for the impossible I had to call another notary public outside and pay 100 dollars to have my papers notarized, I need a refund!!!!!! I'm definitely not going back to this location again and I'll make sure their corporate office hears about it as well.

  Business response

  04/14/2022

  Business Response /* (1000, 7, 2022/03/16) */ We understand that you have since spoken with Erica David, regarding the interaction in question. As she advised, our notary service is limited within the branch and the documents provided were not within the guidelines for our notary to provide the service in question. Our notaries are not trained to notarize documents in other languages and are entrusted to ensure the items they sign are clear in nature and follow the guidelines provided for basic acknowledgment and notary services. We have also reviewed your request for reimbursement in the amount of $100 for the outside notary services performed as requested. Unfortunately, it is not our practice to reimburse members for outside notary services when the documents in question require additional review by an independent notary service. We have, however, asked our manager to send you a AAA Gift Basket as a good faith gesture on behalf of our organization and to express our appreciation for your business.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was struck by another vehicle on October 24, 2021. The person who struck me is insured by AAA insurance company. Following the accident, I immediately on October 25, 2021, took my vehicle to Collision King in Lubbock, Texas for estimation of damages. AAA would not accept this estimation and refused to send an in-person adjuster to evaluate the damages or to refer me to an "in-network" or "approved" auto repair center to have the estimate performed. They only offered a photographic app for me to upload photos that I made of my vehicle to estimate the damages. The estimate from the photographs was less than $1000. The initial estimate from Collision King was just under $4000.00. At this point, very near 5 months later, the claim is still not closed, although the repairs have been completed. AAA is still refusing to re-pay the charges for the repairs done to my vehicle as a result of the accident. I have paid the auto repair shop in order to reclaim my vehicle, but I am finding it impossible, as of this date, to get resolution of the matter. I have made over 40 phone calls to AAA regarding this claim, most of which are met with someone unfamiliar with my claim and unable to resolve any questions regarding the issues.

  Business response

  04/06/2022

  Business Response /* (1000, 7, 2022/03/10) */ A review of our claim file indicates Mr. ********** submitted a receipt for damages in the amount of $6,680.80 on February 17, 2022. We confirmed with the repair shop that Mr. ********** requested additional repairs be completed outside of the damage caused by the accident which he paid for out of pocket. The shop confirmed that they collected $3,772.41 from Mr. ********** related to the repairs caused by the accident. An additional $214.70 was owed for the repairs and payment was issued to Mr. ********** on February 18, 2022. The payment was sent via Federal Express and we have closed our file. Should you have any questions, please contact Claims Manager B.J. Kaufman at (XXX) XXX-XXXX.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We changed our insurance to Aaa. I have called several times as they have not inspected our house. They took payment and even set us up with automatic payments. 3 cars and 1 house. Today I received a letter stating that because they haven't inspected the house they are cancelling my house insurance which has nothing to do with me. I've offered to send pictures. Zoom call, but they insisted that someone would call me. Nobody has returned my calls

  Business response

  04/27/2022

  Business Response /* (1000, 8, 2022/03/16) */ Based on the photos of your home, our Underwriter determined your Dwelling Coverage needed to be increased from $412,000 to $501,000 to adequately insure your home and your premium would increase from $948 to $1,164 as a result of the Dwelling Coverage increase. Further, additional photos of your water heater and the interior of your garage were requested. Additionally, we would still require your signed application, and confirmation of your acceptance of the updated Dwelling Coverage and annual premium to avoid the cancellation of your policy. We informed you of the additional requirements to avoid the cancellation and although you provided photos of your water heater, you did not accept the increases to your Dwelling Coverage and annual premium and chose not to continue your policy. Your policy is scheduled to cancel effective March 18, 2022. The earned premium for the coverage we are providing from January 25, 2022 to March 17, 2022 is $138 including all applicable monthly fees. The $10 payment we received to initiate your policy was applied toward your earned premium leaving a $128 remaining balance, which you will be billed for. To clear your balance, you can contact our Policy Management Group to process a $128 payment. The contact phone number for our Policy Management Group is **************. If you have any questions, please contact Sherif E******* at *************. Consumer Response /* (3000, 10, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 8th I was told there was nothing else needed. As you can see from my attachment. AAA responded to the complaint on March 16z as you can see they have no idea what they are doing or how to help people that use their services. My water heater pictures were sent, not because I received a call stating that they needed them but because I called. I'm sure they can provide record of all my calls or I can get it from my cell phone company. Now I'm more confused. Because the executive made it clear via email that everything was good since I have auto pay, the response says I need to pay? Why do I need to pay more than what I'm paying now! Business Response /* (4000, 13, 2022/03/18) */ Again, the earned premium for the coverage we are providing from January 25, 2022 to March 17, 2022 is $138 including all applicable monthly fees. The $10 payment we received to initiate your policy was applied toward your earned premium leaving a $128 remaining balance, which you will be billed for. To clear your balance, you can contact our Policy Management Group to process a $128 payment. The contact phone number for our Policy Management Group is **************. If you have any questions, we encourage you to contact Sherif E******* at *************. Consumer Response /* (4200, 15, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see attachment. I have been emailing the director who has provided a different response than this. This company needs to communicate better as nothing that the individual who's responding to this complain makes sense!

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for car insurance, and I came across a good quote from AAA so me and my mother decided to go with AAA Frank was his name, he helped us get a quote and helped us start our policy. This was less than a week ago. Today he decided to call me and say that they were not able to continue my policy due to the accidents that I had on my driving record, even after he looked over them multiple times during the quote.

  Business response

  04/14/2022

  Business Response /* (1000, 14, 2022/03/16) */ At the time of your purchase, our agent overlooked our underwriting guidelines for acceptability. The number of prior claims is unacceptable, for this reason we are unable to continue the policy with Auto Club Indemnity. Chyna Cao contacted you and informed the policy would be cancelled. We referred you to our Agency and you have chosen to obtain a policy with our agency. If you have any questions, please contact Nicole Tuttobene at 714-850-1481.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not renew my auto insurance with AAA and they are still billing me and saying they will turn me over to a collection agency. Can you believe that. I have insurance with someone else and these people say that I have to provide them proof or something showing it was canceled. Who do these people think they are? Do not use AAA Auto Club or Insurance.

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/02/02) */ You state that you did not renew your policy with ****** Mutual. Our records show your ****** Mutual policy was to renew effective 8-21-2021. Our offer to renew your coverage was mailed out to you on 7-07-2021, and requested a minimum amount due of $199.90. You called on 7-20-2021, and had your policy reviewed with one of our Member Service Agents. You had questions about the annual mileage calculation as well as the service fee charge. Those questions were answered, and you stated you would make some calls and possibly call back to cancel the policy. On 8-22-2021, ****** Mutual received and accepted from you a payment in the amount of $199.90 to renew coverage. We have no records of you contacting us to cancel your ****** Mutual policy. Your next billing installment was mailed out to you 9-01-2021, and was considered late as of 10-03-2021. This policy was cancelled effective 10-15-2021, for nonpayment with a balance due of $124.10 for days of unpaid coverage. It is never our intent to have our members feel we are billing unjustly, and we hope this explanation provides more clarity as to why we are asking for the balance of $124.10. If you did secure coverage elsewhere prior to our cancellation date of October 15, 2021, please feel free to forward proof to us for review.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Opened a policy when switching jobs. The new position offered a vehicle allowance, and I asked that they be added to the insurance certificate. They said that was okay. Months later after that was not done, they told me that they are unable to add army employer. So I had to cancel, and they proceeded to charge me a cancelation fee after initially lying to me about being able to add my company. Outrageous.

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/02/02) */ In response to your correspondence to the Better Business Bureau, Manager, Preston ******* contacted you directly to address your concerns regarding the short rate cancellation fee on your policy. You informed Mr. ******* that you were previously advised you would be able to add your employer as an additional insured to your vehicle and you decided to cancel the policy when you were unable to do so. Mr. ******* advised there may have been a miscommunication regarding adding your employer as an additional insured and for this reason we have decided to waive the short rate cancellation fee assessed on your policy as a one-time courtesy. The short rate cancellation fee will be applied to your remaining balance and you will receive a refund for the over payment of any earned premium. Please allow 14 to 21 working days for you to receive your refund by mail. Please accept our apologies for any frustration you experienced regarding your auto insurance policy. If you have any questions, please contact Mr. ******* at XXX-XXX-XXXX.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter had a car accident over Thanksgiving weekend. The assigned Claims Service Rep has gone from nearly impossible to reach to complete non-contact. The estimate has never been completed. The rental car expired with no contact from the claims rep. We cannot contact them by phone because both the rep and rep's manager's voicemail is full. They do not respond to e-mails. I tried to escalate, but was told the escalation is to the Rep's manager who is part of the problem as he also does not respond to calls or e-mails. The body shop and the car rental (chosen by AAA) have both said they have never experienced anything like this where a rep goes silent and refuses communications for so long then, denies that people have been trying to get a hold of them. The rep also lied directly to me the one time I was able to contact her, saying the non-contact was on our side, only admitting when she said something that clearly came from a recent e-mail, that she had received the e-mail. Not sure what to attach, but I've attached the rental car reservation which has the claim number, rental car info and rep's name.

  Business response

  02/24/2022

  Business Response /* (1000, 7, 2022/01/31) */ We reviewed your claim and we are sorry for the unresponsiveness to your phone and email communication. During our review of your claim, it was determined the completed appraisal was sent to Heidi B**** on December 17, 2021, unfortunately Mrs. B**** was out of the office and the estimate was not approved until December 28, 2021 causing a delay in beginning the necessary repairs. Upon Mrs. B****'s return the estimate was approved and payment in the amount of $8,209.92 was issued on January 6, 2022. Going forward we will stay in contact with your shop and provide you with regular updates. Regarding the rental, AAA has reached out to Enterprise extending the rental up to an additional thirty day due to our handling delays. If you have further questions, please contact Claims Team Manager, Josh B***** at ************** Consumer Response /* (3000, 9, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept that things are now moving. However, we are still not done and the rental car coverage will again run out before repairs are completed. It should be noted that the initial estimate was both superficial and inaccurate and even by the cited timeline significantly late after the accident and again, the non-action on disbursement could have easily been detected and remedied in a timely fashion if there had been even a single response to multiple communication attempts. In addition, it the non-communication extended not just to us, the repair shop, and the rental car shop, the other party involved appears to have felt it necessary to secure legal help to elicit a response. Obviously, it would always be an adversarial position, however AAA's refusal to communicate made the situation worse and has the potential to increase, possibly significantly and certainly justifiably, the other party's settlement requests. At this point I am not requesting further action on the part of AAA, I just want the full story documented. However, I do wish to keep this open until repairs are complete and we know the full extent of our expenses that should not have happened if this was handled in a timely fashion.

*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. ↩