ComplaintsforAAA Chicago

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was towed in to the repair shop for a no start.. I used triple AAA roadside assistance and when the tow truck arrived he determined that after he plugged in a jump box it was not a battery issue and performed other possible issues for a no start, that it was the starter.. ( I also performed a scan tool to determine what the cause is and that tool also read a starter issue.. so once my car arrived at the shop both the tow truck driver and myself mentioned it was the starter.. then after a few hours the shop informed me that they couldnt look at my vehicle until the next day, and I asked that if they couldnt look at my vehicle then why was it towed to their facility?? Then at 6:30 or so that same evening someone called me to tell me the problem.. he stated that the costs would be $232.50 for labor and $339.99 for the part.. he never mentioned anything about shop fees or another cost for diagnosis test of my battery.. he mentioned that a (SMALL) diagnosis fee) would apply but never said a dollar amount. I then said go ahead and fix it( again over the phone) not in person like the invoice reads. Once I did pick up the vehicle is when I was forced to pay the full amount of the invoice in order for them to release my vehicle. I questioned the HIDDEN CHARGES. And they stated it automatically generated.. I again explained that a small diagnosis fee is not ($75) and that again why was I charged for shop fees..($39.99) when they replaced a part(starter).. I did reach out to their corporate complaint and all they did was explain the charges and didnt want to very from that original invoice .. I was overcharged $114.99 for shop fees and diagnosis with hidden fees that I didnt authorize .. I only was told the price of labor and parts.. besides applicable taxes.. I wasnt given a price of the cost of any shop fees or any diagnosis otherwise I would have towed the vehicle to a local repair shop that tell me upfront what everything would be..

  

  Business response

  04/12/2024

  The customer agreed to a diagnosis fee, that is not being disputed.  Our normal charge is $155.00 to diagnose, we only charged the customer $75.  Shop fees are standard fees at all repair business in the state of *********  Shop fees like taxes are standard additional fees added at all repair facilities in the state of ********.

  Customer response

  04/12/2024

   
  Complaint: 21552134
  
  I am rejecting this response because: not acceptable because the shop did not disclose any of those added hidden fees.. the diagnosis test was already performed by myself and also by the tow truck driver.. the shop knew that and tried to hide that by discounting the charge. Also shop fees by law are required but not as a general charge (by actual costs) only. Also those costs are applied to the markup of parts.. only disposal fees should be added or forwarded to the customer. A starter part # ***** retails for $169.00 without any commercial account additional discounts to AAA and they charged me $339.00.. I would have chose NOT TO have my car fixed at AAA IF THOSE charges were disclosed prior to authorization 
  
  Sincerely,
  
  *********************

  

  Business response

  04/30/2024

  Refunding $114.99 Customer agreed to amount.

   

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 6, 2024, I took my ***** CR-V too AAA ******** for a simple oil change. I made it to the shop around 11:50 am or so. A little while later one of the servicemen approached me with invoice papers for other services I didnt ask for. I declined and told him I only want a oil change, I cant afford anything else. After sitting there for time the serviceman told me that I needed a s**** for my oil pan that he was going to change me for, I said okay. I wondering why a simple oil change is taking so long than about 5:00 pm the servicemen came out and told me I have a crack in my oil pan and its going to cost me ******** too get it fixed. I asked him how is my oil pan cracked, it was cracked when I came in. If my oil pan was cracked or leaking oil there would have been oil on my driveway and that should have been the first thing that was documented. I didnt leave my truck there, instead I took it to my car dealership to have it fix which cost me $1,452.98. The car dealership informed me that AAA servicemen damaged my oil pan based on their assessment.

  

  Business response

  05/06/2024

  Not sure where the confusion is here, the car came in for an oil change 3/6/24 we were not able to do the oil change because her oil pan was leaking.  We gave her an estimate to replace but she declined the service.  We did not touch her oil pan, we did not perform an oil change, we did not damage the oil pan.  The customer needs to go back to the last place that did her oil change-- it was not us.  The last time we did an oil change on that vehicle was on 6/11/2022 when the ***** had ****** miles.  She has been taking it for oil change service somewhere else for the last 2 years.  We don't know who damaged her oil pan but we can reasonably conclude it was probably the shop that has been performing the oil changes for the last 2 years.  

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

  Area Manager 

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

  Customer response

  05/06/2024

   
  Complaint: 21549766
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  05/28/2024

  During AAAs car inspection as you can see there is no evidence of any oil leak from my vehicle if there was this is the first thing they would have told me. As you can see all pictures are Time Stamped between 11:50 am to 12:55 pm. There was no mention of oil pan cracked until after they put new Oil Bolt on. Look at picture of ******* Bolt which is time stamped after 5:00 pm.

  

  Business response

  06/12/2024

  We will be issuing a reimbursement for the full asking amount as a customer appeasement although we feel we did not cause the issue.  For a ***** vehicle with 200k + miles this is an extremely common problem.  A quick internet search will provide you with a look at how common this is.  

  Customer response

  06/12/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I called AAA for roadside assistance, something Ive used about 3 times in the 10 years of being a member. He was not able to speak to a human, but I was. The speaker placed a note under my request to expedite help because my car was in a commercial property pkg lot. We did not receive a call back to notify a technician was coming out until 8 hours later!!! So, at 4:49am we were awaken from our sleep to be told that they were going to locate a tech!!!Are they short staffed? Are they like this with marginalized communities only?( We moved recently to a more homogeneous community than where we were before).i will be searching for a better company that wont leave me in this situation again.

  

  Business response

  03/26/2024

  Spoke with ****************************** on 3-26-24. Apologized for service failure. We added a credit to her membership and closed the case.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/8/24 around 8pm I called them to help jump my car or tow my car since I was stranded with my 2yr old. I pay a fee for this service. They said they would send someone out expedited because of the baby even though high volume of calls. Two hours later and still nothing. Called and spoke to someone else and they stated they still didnt assign someone to come out and yet again said they would. I had to call the police and a tow place they recommended to come out. As I was finally back up and running the tow place AAA finally dispatched to called me and said they were on their way in which I said forget it. Why am I paying for a service for which when you really need them they are not there. I feel they market to pay them this fee to help but dont have the resources or connections to keep their promise of what they are marketing. They are scamming people into paying because if this happens often then we will just call a place ourselves and pay so we are losing out.

  

  Business response

  03/18/2024

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. Please forward this complaint to the AAA or BBB covering Illinois for resolution. 

  Sincerely, 

  AAA Member Experience 

  

  Business response

  04/20/2024

  We have attempted to reach Ms. *********************** on 04/18/2024, 04/19/2024, and 04/20/2024, 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.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I closed my insurance account and now find out 3 months later they forwarded a final bill to collections with no attempt to notify me of any amount being owed. I did pay the remainder of the bill at the time of closing the account

  

  Business response

  04/03/2024

  Thank you for the inquiry. What happened was that the in September 2023 **** declined the scheduled payment attempt, so an invoice needed to be sent directly to you. That invoice was not paid, and the policy canceled for non-payment. When the policy canceled there was an unpaid balance of $137.50 which was earned by the company for insurance protection up to the date the policy was cancelled. This was listed on the Confirmation of Policy Cancellation. Afterwards, two Notices were mailed indicating the unpaid amount. It was only after these Notices also went unanswered that the account was referred to collections. Your payment was received on ****** so the collection attempts should cease. Thank you for remitting the earned premium. Best regards, AAA-The Auto lLub Group 

  Customer response

  04/03/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put my battery in and didn't reprogram it. Causing my car to have a bunch of other problems.

  

  Business response

  02/14/2024

  We spoke with *************************** on 02/12/2024 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 **************.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called on triple AAA to come out and give me a jump start at least 3 times with in two month period at my residence.on the 4 th time I was informed I would have to pay.the Renewal form has' not stated that 4 time usage for the yr the women customer put me on hold pretending to look the form over.i thus spoke with a male employee today and he stated the same thing.so I proceeded to ask him does that include towing.he stated yes only four time usage within the yr.false Advertisement.i the proceeded to ask him where the nearest repair shop near my location was so I could use ***** dollar coupon.he told me nearest triple AAA locations ******** ** Bettondorf ****.none in sterling or Rockfalls.and they also come from **** and ******** to give ** a tow or jump.so we wait more then 8 hrs for them to arrive.one time they never showed or called.This Business is making money off consumers fraudgently.

  

  Business response

  01/30/2024

  
  Please forward to ********* Group at *********************************** for review/response.
  ************************************************************

  Thank you.

  

  Business response

  01/30/2024

  We are sorry for any confusion surrounding the membership. This is explained online and over the phone, also on page 43 of the member handbook, it does state that each member is allotted 4 service calls per membership year. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing on behalf of my mother. We are trying to get a battery replaced that is under warranty with AAA. Friday, January 27, 2023Battery Replaced by AAA Wednesday, October 25, 2023Called regarding dead battery. Told it could not be replaced until it dies again for record purposes.Monday, November 20, 2023Called regarding dead battery. AAA replaced under warranty. Saturday, December 9, 2023Took to mechanic for oil change and battery testing. Will not hold 12v charge and found out the battery is several years old. Wednesday, January 17, 202410:02 AMCalled and issued work order - scheduled for 2:30 PM for battery replacement Thursday, January 18, 20247:51 AMCalled for status update - AAA/Technician cancelled work order. Reissued workorder.Friday, January 19, 20247:48 AMCalled for status update - AAA/Technician cancelled work order. Reissued workorder.Friday, January 19, 20248:34 AMGeorge arrived without a battery. Friday, January 19, 20249:12 AMCalled to reissue the workorder - it was notated to bring a battery to replace the defective one.Friday, January 19, 20241:58 PMCalled because the text message sent went from saying the workorder status to "Thank you". Found out the work order was cancelled. Reissued the workorder.Friday, January 19, 20242:11 PMOrnaldo was to arrive - did not have a battery. Friday, January 19, 20243:52 PMCalled to reissue the workorder - it was notated to bring a battery to replace the defective one.Saturday, January 20, 20246:56 AMTavares called to say he was on his way. I asked if he had the replacement battery, he said no. I told him not to come because it needs to be replaced. Saturday, January 20, 20247:04 AMCalled to reissue the workorder - it was notated to bring a battery to replace the defective one. Was told they would make this a priority and I can expect to hear from someone within 1-2 hours.Saturday, January 20, 20242:47 PMCalled to check status - they called the vendor and they will not be getting a stock of batteries until Tuesday. Asked if I could schedule an appointment for the replacement to take place on Wednesday. They said I'd have to call back since they're system won't let them schedule more than 2 days in advance. Monday, January 22, 20246:48 AMCalled to schedule the appointment for Wednesday, as instructed. Never received confirmation text saying the workorder was issued.Tuesday, January 23, 20248:35 AMCalled to change the appointment to 1/23. No record of my initial workorder for 1/24. Issued a new workorder for battery replacement on 1/23.Tuesday, January 23, 20249:17 AMReceived call from **** stating they won't have a battery until next Tuesday, 1/30.

  

  Business response

  01/30/2024

  
  Please forward to ********* Group at *********************************** for review/response.
  ************************************************************

  Thank you.

  

  Business response

  01/30/2024

  We spoke with ******************* on 01/30/2024 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been waiting on a roadside assistance service request for 3 days now and they haven't even given me an update on when they will get to my car. I have paid for a membership that I've never used until now and they won't give me the services for what I paid.

  

  Business response

  01/18/2024

  
  Please forward to ********* Group at *********************************** for review/response.
  ************************************************************

  Thank you.

  

  Business response

  01/25/2024

  We have attempted to reach ******************************* on January 23, **** via telephone but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.    

  Customer response

  02/05/2024

   
  Complaint: 21152962
  
  I am rejecting this response because: I am not accepting their resolve unless they are refunding me the money for the Uber/****'s I had to take. 
  

  
  

  Sincerely,
  
  ***************************

  

  Business response

  02/06/2024

  We have made several calls to ******************, and sent an email with our information. We can't assist if we do not get a response or called back. 

  Customer response

  02/13/2024

   
  Complaint: 21152962
  
  I am rejecting this response because:
  

  I finally Talked to *** from AAA who let me know that he would set up a time to talk to me the next day after he had talked to his boss about refunding me the money I paid for *****/****'s etc... However he never called me back and I have not been refunded. I have yet to hear from him and it's been weeks.

  
  Sincerely,
  
  ***************************

  

  Business response

  02/29/2024

  We have reimbursed ****************** in the amount of $99.78, and a check is being processed and will be sent to his home address we have on filed in **********, **. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA is completely useless. Every time we call, stranded, they can't help. They charge 300 a year for nothing. They don't come to help with flat tire. They are not reliable. They are a scam.

  

  Business response

  01/22/2024

  We apologize for any inconvenience you have had with our company. Is there a specific date you are referring to? We see the last time you or your associate had service was August of 2023 for a lockout. This was also the last date we have any incoming or outgoing phone calls to you on our recorded line. 

*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. ↩