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Initial Complaint
10/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In early October I visited the ************* to obtain an International Drivers Permit (********) for a motorcycle trip to *******. Unfortunately, the person who filled out the permit DID NOT indicate my motorcycle endorsement from my provided drivers license. I made a comment to mention it but did not check her work. I unfortunately got pulled over in ******* while on my motorcycle tour and the police did not accept my International Drivers Permit due to the sloppy mistake. I had to pay ********* VND ($110 US) fine/bribe so that my bike would not be impounded. AAA has the US monopoly for these permits and the only thing you needed to do was fill out the paperwork correctly. This was an anxiety ridden experience that should have never occurred. I know I have no leverage and no longer have a car in the ** (membership no longer needed). I have now wasted additional time trying to find an email on their website for customer support. Those I sent to our different divisions. They were all nice enough to tell me they felt sorry for the problem but not their domain.
Business response
10/21/2024
Hello,
We are sorry to hear about your experience. Please contact the ************* and ask for management at ************ for assistance. They will be able to assist you with your concerns.
AAA-Auto Club Group
Customer response
10/24/2024

Complaint: 22443986

I am still traveling in ************** and the time zone is 12 hours ahead. Can someone provide me the managers contact email or phone so I can connect? When I called the location was not open.

Sincerely,

****** Verb
Business response
10/24/2024
Hello,
Please contact the ************* at ************. Keep in mind IL time zone is Central Daylight Time.
AAA-Auto Club Group
Customer response
10/29/2024

Complaint: 22443986

I am rejecting this response because:

Sincerely,

****** Verb
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im very upset and disappointed with AAA I had a scheduled for them to come out to tow my vehicle at 11:30am 10/8/24 and they kept rescheduling the time all day. I took off work to be there and now my vehicle will not be fixed today and Im going without a car tomorrow. And then I was charged 28 miles over at $7.00 each which is way higher than the normal towing company who would have charged $100.00 vs $196.00. I feel like I should be credited money back considering they were so late and I missed work all day vs a 1/2 day originally scheduled. That is poor customer **********************!
Business response
10/10/2024
We spoke with Mrs. ***** ***** on 10/10/2024 via telephone and the matter was resolved to her satisfaction.
Initial Complaint
10/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Our AAA agent told us we no longer had vehicle insurance and that our family was driving without coverage for about a month. The reason was because our AAA agent failed to file our credit card information on time. *****. Then our agent said he could not reinstate us for a year and told us we needed to sign up with another company. So that is what we did. NOW we received a bill from AAA for that period of time we were without insurance. We spent hours on the phone over this and my wife was crying because it was so stressful (and unbelievable). She left her preschool students to go and deal with it. AAA should not only erase the erroneous charge but pay us for our time and pain and suffering. We have an apology letter from our agent but he has not responded to the erroneous billing.
Business response
10/09/2024
Hello,
Per policy it looks like the policy cancelled on ****** but it was reinstated due to compromised credit card. The balance of $248.41 is owing due to coverage was provided from the renewal date to the cancellation date.
If cancellation is supposed to be effective ****** then there would be a 30 plus day gap in coverage to ****** when insured elsewhere. The State of IL could at some point request proof of coverage with AAA during this gap. The fine for no coverage is $100 per vehicle.
Per customer's request the policy was cancelled eff ****** and amount is owing. I have attached the docs that were mailed to customer.
*************************** Club **********************
Customer response
10/09/2024

Complaint: 22395298

I am rejecting this response because:
a) We NEVER requested cancellation. Agent failed to file new credit card information in July. Twice we provided signed forms to Agent. Agent informed us via phone call, well after the filing deadline, we had NO coverage and told us it COULDNT BE REINSTATED FOR 1 YEAR. Then two AAA agents offered to find us another carrier.
b) The stack of paperwork we received is massive. We worked closely with Agent to ensure we stayed current, but he didnt do his job of filing our credit card information. We can prove the agent missed the filing deadline. Or you can ask him yourself. We have his apology letter as well.
c)It sounds to me like AAA broke State Law (or caused us to). If we get fined like you said, that falls on AAA.
d) Lets let a judge decide? This is beyond ridiculous, not fair, and probably illegal.
Sincerely,

***** and ***** *******
Business response
10/10/2024
Hello,
The agent did make an error with sending the incorrect forms, and this was corrected by our company. The agent should have taken a payment due to the error but didn't. Once the error was found the agent's manager had this corrected. All the billing was updated. The policy was initially cancelled due to no payment but reinstated once error was found.
The customer decided to go with another company and cancel with AAA. There was still coverage provided from renewal ****** to ******. AAA is only collecting the amount owed.
AAA-Auto Club Group

Customer response
10/10/2024

Complaint: 22395298

I am rejecting this response because the response is full of lies and mistruths. a) AAA did not tell us the error was corrected. b) the AAA agents said it could NOT be reinstated for a 1 year period. c) We did not decide ANYTHING. We were forced to get insurance with another company because we were instructed to do so by AAA agents who explained we had NO INSURANCE and could not be reinstated at AAA for 1 year. d) WE DID NOT CANCEL THE POLICY! WE WERE DROPPED WITHOUT ANYONE TELLING US!!!
Lets take this to court. Thanks BBB but these people need special help.

Sincerely,

***** and ***** *******
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a battery from AAA March 12, 2024 which had a warranty for 3 years, I've only had it 6 months, A reputable repair shop told me the battery was not good. It kept going dead which caused me to purchase a Alternator (2). each alternator was affected due to this batter which caused me to spend over $500 to get it replaced. and repairs I contacted AAA to replace the battery, they sent 3 or 4 technicians which said the battery was good. The next day when I tried to start the vehicle the battery was dead, therefore I had to get a jump start. I called AAA again, AAA told me the last time (September 17, 2024)I called they would send a replacement, but did not. Now I have to pay out of pocket to buy another batter from another dealer.
Business response
10/07/2024
A bad alternator will drain your battery, which in turn will void the warranty on the battery.
Customer response
10/07/2024

Complaint: 22300774

I am rejecting this response because:

Sincerely,

Willie F Shipp
Initial Complaint
09/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please be advised that I would like to cancel the AAA membership effective 9.3.24 and I would like a refund of $65 for the membership fee because I was charged a higher price of $65 when the AAA website indicates $56 for classic membership. Also, I would like the $7 refund fee for Emergency towing because I was overcharged $7.00 when the towing was under 5 miles per ****** maps and based on my driving experience on 9.3.24. A total refund of $72 would be appreciated. As a senior citizen, I expect to receive honest services from businesses.
Business response
09/05/2024
07/25/2024
*******************************
*************************
Apt 1A
Chicago, IL 60621
Re: AAA Membership No. ****************

Dear BBB,

Thank you for contacting AAA. Our records indicate that member, *************************** received a completed tow service 09/03/2024. When a tow service is provided, the over mileage fee is the assigned stations discretion based on members coverage. Once a service is provided to our members, we are unable to cancel the membership with a refund. ****************** currently has 3 service calls remaining on her membership, with an expiration date of 09/15/2025. At this time, we consider this matter resolved.

Sincerely,
Member Relations
Customer response
09/06/2024

Complaint: 22242698

I am rejecting this response because I am not satisfied with the service and I will cancel my membership and pay a reasonable towing fee for $60 or $67.

Sincerely,

***************************
Business response
09/10/2024
We have cancelled the membership at your request, if you paid by card, the $65 will be put back on that.
Customer response
09/11/2024

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 except I was not given credit for $7 for overcharging for the tow on 9.3.24.

Sincerely,

***************************
Initial Complaint
07/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They never came out when I called. In another occurrence I called I was in a dangerous freeway blocking a left turn lane off ramp. He never came. I called again after he was supposed to show. Aaa gave me drivers direct phone number. The driver told me to drive to a business spot to park & wait. They still werent coming. I told him there were none I could see. I had to drive over 5 blocks. I called him directly again. He never answered. He never came. My car totaled.
Customer response
07/26/2024
I upgraded my existing membership. I was stuck on the freeway off-ramp under an intersection and AAA never came. When I called AAA since it was unsafe to be stuck in a traffic lane, they gave me the tow drivers phone number to find out his ETA. He said he was in **********. The driver told me to move my car so it doesnt get damaged to a business. I told him there were none I could see. AAA never came out & left me in a dangerous area.
Business response
07/26/2024
We spoke with ************** on 26th of July 2024 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for **************.
Customer response
07/29/2024

Complaint: 22042068

I am rejecting this response because:
Aaa did not come out when they said. I was in a dangerous traffic spot exiting the freeway. No one came.
,

*******************
Business response
07/31/2024
We have attempted to reach ************** on 30th of July 2024, via telephone but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Customer response
07/31/2024

Complaint: 22042068

I am rejecting this response because:
AAA emailed me & I responded they never picked me up. See attached.
Sincerely,

*******************
Business response
08/12/2024
We have attempted to reach ************** on 07/26/2024, 08/02/2024, 08/05/2024 & 08/12/2024 via telephone but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Customer response
08/12/2024

Complaint: 22042068

I am rejecting this response because:
I emailed them ***** times-AAA NEVER RESPONDED. They are LIARS.
Sincerely,

*******************
Business response
08/13/2024
**************, we are an extremely large company, so all of our inbound and outbound goings are all recorded. You have also said you called the agent 10 times in one day. Once again, all of those would be recorded, and we show no record of said calls. We are not lying, we are trying to help resolve this matter with you, but you refused to speak to us.
BBB, we consider this matter closed as the member is refusing to work with us. She has our direct email address, and we requested information from her on 7/26 and have yet to receive it. She has sent us several emails, but they are all about her live service call and is asking where the driver is. We do not do live road service in our complaint department.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/27/2022, I purchased a new battery from AAA roadside assistance and received the attached invoice and 36-month warranty. About one month ago, my car began to inconsistently start. Sometimes it does not start after repeated efforts, and I have to wait and come back. Other times, I have to attempt 2-3 times before the car starts, and when it does start on the first try, it often sputters for a while (each time, the trip odometer resets to zero). My mechanic told me that the CCA in the battery is too low and that it needs replacement.When I placed a service request with AAA to replace the battery on 7/21/2024, the technician tested it twice and told me that the problem was that I needed to drive more, since one of the metrics (he wouldn't tell me which) was higher the second time. However, I drive at least 4 times per week, and a working battery should start after not being driven for one day in temperate weather. The technician would not disclose what conditions are required to be met for the warranty to cover replacement after I asked repeatedly and would not provide me with a number to contact to ask further questions.The following day, when I called AAA to ask for clarification, I was told that the only option was to place another service request. After I asked again, I was given no further information about what level of defect is required to meet warranty conditions for battery replacement.Since it appears that there is no way to resolve this issue or get more information within AAA, I am filing this BBB complaint. I am worried that I will not be able to start my car in an emergency or at least an important situation, and I do not accept relying on the 50% chance my car will start each time.Thank you,****
Business response
08/15/2024
We spoke with **************** on 08/06/2024 via telephone and we are working with our member to reach a resolution.

Customer response
08/16/2024

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.
AAA called an informed me over the phone that they would refund the replacement costs for the battery (receipt attached). I provided them with my address information for them to send the refund check.
It is possible I will submit a further message if the check does not arrive within the next month, but I am hoping that everything will be resolved as we discussed.

Sincerely,

*********************
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Someone attempted to steal my car on june 23rd 2024 while i was at work I filed a claim with my insurance company and gave them all details They denied my claim to fix the exterior damages i even tried to give them my employer number to contact security to verify the damages and they denied to take the information ********************* is forcing me to file 2 separate claims and report the exterior damages under car accident and pay 1,000$ for each claim I just purchased my car in may 2024 so my car is a little over 30 days old and i wasnt in any car accident
Business response
07/29/2024
Hello,
Unfortunately, the customer was advised to make 2 claims due to the type of loss that occurred. The customer was contacted to the discuss the loss. It was explained that the damage presented were two separate losses. Each loss had its own applicable deductible. ************** stated that she had never heard of any insurance company charging for two losses and that she was canceling insurance.
AAA-The Auto Club Group
Customer response
07/29/2024

Complaint: 21981075

I am rejecting this response because:
If a person provides proof that damages to their car came from theft with not only pictures but also with a witness from security personnel that also can verify the damages as well, then a customer shouldn't have to be forced to file two separate claims, after receiving the total amount from the collision repair company for the interior and exterior damages the company was not willing to pay. There is no way a 1st time customer should experience the type of treatment i have received throughout this whole process it has been very stressful and has caused several panic attacks because i rely on my car to get back and forth to work so that i can provide for my family. Im standing firm on my decision that all damages on my car falls under comprehensive damages as 1 claim!!!! I will not be forced to falsely say that i was in any type of car cash when it never happened!!! I have did my research as well and still standing firm. I PRAY no other customers are going through what im experiencing.
Sincerely,

*****************************
Business response
07/30/2024
Hello,
We understand your opinion. As stated in the policy, there are 2 types of damages to your vehicle. One is considered comprehensive, and the other is collision. We can't assess your damages under one type of loss. You do have the option of not filing another claim but unfortunately in order to make repairs a claim must be filed.
AAA
Customer response
08/06/2024

Complaint: 21981075

I am rejecting this response because:
This whole ordeal has been a very bad experience, even to the point where i had to contact corporate and go through so many hoops just to have this company try to force me to falsely file a claim that my car was in a accident is insane because they didnt want to pay for all the damages that is related to theft, i'll make sure that my horrible experience gets told to all family friends and coworkers also leave reviews on all platforms i come across so that nobody has to experience what I've been through
Sincerely,

*****************************
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was recommended by ******* but never used AAA company before, I wish they never RECOMMENDED AAA BAD SERVICE.Saturday morning at 11 AM I had an appointment @ ****************************************************, For an alignment and all brakes for my car because it was making some noise coming from the brakes. ****** also told me that they were more things that I need to fix on my car like one of them was the battery, Another one was a headlight bulb-low bean on my car and More . ****** told me that my car will be ready at 4 oclock to come pick it up that Saturday. While taking a Uber at 3:00pm going to AAA I got a call from ****** saying that my car isnt ready because they ordered the wrong parts but I couldnt understand. Why are you calling me at 3:30 to let me know that very inconvenience. ****** told me now I have to wait until Monday to come pick my car up, ****** told me he was gonna give me a discount which he never did for the inconvenience of leaving my car for two days and a half. Monday, July 1, 2024 at 3:51 with 58 seconds pm. Got my car n paid in full $2,708.94 for all the BAD Service they did, On the same day that Monday day after an hour that I drove home and then I had to drive back to AAA because they forgot to install a new battery which I already paid for it. I got a refund for $294.07 because they forgot to install the battery. The manager ******* was refusing to give me a refund for the battery. Today, Tuesday July 9, 2024. I came to find out that they also forgot to install the headlight bulb which I already paid for it. I dont recommend this location for safety. They are stealing people money and not doing their job. I also need a refund for my headlight bulb and someone to check my car for my safety please help me
Business response
08/02/2024
Resolution Refund Bulb & install new one, issued voucher for alignment & oil change for future visit.

Scheduled appointment for tomorrow at Wheaton location at 11:00am They will verify all other work was done, refund bulb and install bulb at no charge.
Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have an ************** Policy with AAA . I believe the monthly additional charge for receiving a bill is excessive.
Business response
07/08/2024

Please forward to ********* Group at *********************************** for review/response.
****************************************** Thank you.
Business response
07/10/2024
Thak you for your feedback. Please contact our service center to discuss options for lowering your overall premium. The services fees are determined carefully and applied to all policyholders and will always be reevaluated as needed. Thank you and best regards, AAA-The Auto Club Group
Customer response
07/18/2024

Complaint: 21924121

I am rejecting this response because:
I never received any communication from AAA. I am taken aback that my issue is dismissed without ever being addressed.
I contacted AAA Friday July 12, 2024 concerning my renewal. I had not heard from AAA concerning my complaint and no
resolution was mentioned or discussed. Please reopen my complaint.
Thank you

Sincerely,

*******************************
Business response
07/19/2024
Hello,
Per our billing schedule. Any time a bill is mailed to the insured, there is a $5 fee. Each month you receive a bill which also includes the fee. I have attached the bill that was sent to you for your renewal that explains the fee. Unfortunately, due to mailing cost and other cost associated with mail this fee has always been applied. The only way to avoid any fees, is to pay the policy in full.
AAA-THE AUTO CLUB
Customer response
07/19/2024

Complaint: 21924121

I am rejecting this response because:
Like many other businesses now, AAA is nickel and dime it's customers to force auto withdrawal. This is not an attractive option for a previous Identity Theft customer.
Sincerely,

*******************************

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