Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
AAA erroneously charged me for two separate memberships. I contacted them on October 16, 2024 I was told I was going to receive a $117 credit to my account within two weeks. I still have not received the refund. When contacted, they finally told me I was going to receive a check instead which has still not materialized. I have contacted them several times asking for assistance with this issue and have been ignored.
Business response
11/22/2024
I write in reply to this concern. We will contact the member directly to discuss.Customer response
11/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ********Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My 2006 Mercedes cls500 was towed by ******* towing authorized by ***. When it arrived at the service station the drivers side tire was damaged , it was repaired at a cost of $598. I spoke to *** sent photos and the invoice and was told they will not reimburse me for damages due to it was not determined it was the drivers fault , it certainly wasnt mine. The car was not put on a flatbed of the tow truck the rear wheels raised and the front tires on the ground . I researched this on the internet and found when towing a car in this manner put more weight on the front bearing that normal . I asked *** to speak to to the person who made the determination and I was refused asked to speak to someone above the supervisor position and refused Being a member since 1996 and being treated this way is extremely frustrating. I hope you agency can help me Sincerely ******** ********Business response
11/15/2024
I write in reply to this concern. We have spoken to the member and this has been resolved.Customer response
11/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******** ********Initial Complaint
11/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Currently have a AAA membership which allows for towing service. I requested a tow service on 9/20/24 as I was stuck on a road. They refused to send service and told me that is not an area they service. I had to get the police involved and have their tow drag me out of the spot that I was stuck in on the paved road that had residential homes. Address was submitted on the tow receipt and it cost me $365 that night. The claim was denied after 30 days with no contact from *** at all to discuss my claim stating that the road address I provided did not exist. The road exists I was stuck on it and I have tried since the denial to get a human to contact me to clarify the address and discuss this further. I got a manager's name and left four messages in the last week and no return calls not even an email. I also sent an email to this manager after calling several times I was able to retrieve an email from a representative. Sent the email with the coordinates link in ****** and also a picture of the street. I am very disappointed with the service I have received along with the fact I pay for the *** every year and now I needed it and had to pay out of pocket. It is a lot of money to spend when you have a service company you thought would provide excellent service. I would like my refund of the tow service and someone to resolve this and give me the courtesy to call me back on the issue. Please assist me with this issue. Thank you.Business response
11/01/2024
We write in response to this concern. Member would need to contact their home club *****************Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a *** member Platinum member 21 years. And on May 2024 my car broke down on storm and the did not come out for service. And that night over night did not come morning. So I got my car going in afternoon somehow freezing drove home 40 miles. Called the wrecker a 18 year old and said got help from other driver. Next morning still did not come out.... The dispatcher charged for the towing 120 dollars and did not do it then AAA cancelled my membership kept mt 116 dollars for membership 2024 like waited for payment then cancelled now I am out 120 dollars and 116 membership I investigated and said I have a tows in ********** I do not even live there can they come up with the truth or what. So I have negitive complaints on service that day I want a explanation or refundI think a mistake I asked for info on tows no answerBusiness response
11/01/2024
I write in reply to this concern, we will forward this to the members home club, member should contact AAA ********************.Initial Complaint
10/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was denied payment by the towing service which is the sole reason for my connection to this businessBusiness response
10/31/2024
We write in reply to this concern. Member would need to contact their home Club *****************Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing a complaint regarding a misleading and deceptive experience with ***. On 9/12/24, I purchased two car batteries for two separate vehicles at $205 each. The AAA technician who installed the batteries informed me that I would be eligible for reimbursement on both purchases and instructed me to submit the receipts as proof for each.Following these instructions, I contacted AAA Member Services and spoke with a representative, *******, who confirmed I could submit reimbursement claims for both batteries. ******* provided specific directions and required me to submit receipts for each purchase. When I could only locate one receipt, she helped retrieve the emailed copy of the other and assured me that both claims were properly submitted. I received two separate email confirmations with claim numbers for each vehicle.However, I only received a $25 reimbursement for one battery. When I called Member Services again, another representative told me no second reimbursement was pending and eventually left a message with *******. ******* then emailed me, stating that *** only allows one battery reimbursement per yearcontradicting both the AAA technician and her own guidance to submit two claims.I believe this situation constitutes a misleading practice. Had I been correctly informed, I would not have purchased two batteries under the impression that both would be reimbursed. I request AAA honor the reimbursement for the second battery due to this miscommunication and oversight by their representative.Thank you for addressing this issue.Business response
10/30/2024
I write in reply to this concern. We will contact the member to discuss.Customer response
11/06/2024
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.
I allowed AAA ample time to reach out to me as they claimed they would do on here. The ******************************************************* I dont think they ever planned to. So I am rejecting this because they were hoping I would forget but I HAVE NOT!!!
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
11/08/2024
We left a voicemail on the telephone number on the membership , we will attempt to contact the member again.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today my car didnt start even after jumping it. I tried entering a service request on the website and got an error that I already entered a request (which I didnt) and had to call ***. I called and the first ***** I spoke to said she couldnt find me in their system. To get through to a service *** I had to enter my membership ID so I told her how could she not find me if the automated system did. Still she could not find me with my name, phone number or any other info. So I had to call back and a 2nd ***** said AAA is having some issue where they cant find members assigned to one club at a different club. It was the main number I called. So two hours after I first tried contacting AAA, she was able to figure out I was actually a member and said she could put a request in for me. I told her I need a new battery as the jump didnt work. Waited an hour and the service guy comes. He did not have a battery with him and said they were all out. He even showed me the work order that says I requested a jump even tho I specifically advised I need a new battery. So now I have to wait until tomorrow apparently to attempt to call back AAA and hope they will actually put in a correct work order and have someone bring a battery. Ive been a member for 10 years and never used the service. The incompetence I have encountered is outstanding. I dont know what kind of "roadside assistance" this is but members having to speak to multiple people to just have AAA acknowledge you're a member to only have them put in an incorrect/useless service request would be F grade customer service.Business response
10/28/2024
Please forward to AAA Northeast at ******************************** for review/response. ***************************************** Thank youBusiness response
10/29/2024
I write in reply to this concern. We will contact the member directly to discuss.Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 30th we went to ******* . My car broke down and it was in an unsafe place so the police came and made us move . We called *** and they said they would take hours . We could not wait since we were in an unsafe place. We got the money back from the tow truck that the police moved but we had to buy a battery. Aaa does not cover batteries in ******* . So I got a call today from someone and they told me they won't give us money but then the employee hung up on me while I was talking . After I asked if she would give me a refund so there are some good things about Aaa but they are otherwise rude and unhelpful . Why am I paying for something I can't even use ?Business response
10/25/2024
We write in reply to this concern. We have spoken to the member, and we offered the member a reduction toward her membership.Customer response
10/25/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business does not provide service paid for. Last three times I have attempted to use this service the company has failed to live up to its contractual obligations.Business response
10/22/2024
We write in reply to this concern. We have spoken to the member, and we did compensate the member for the inconvenience caused.Customer response
10/22/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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
10/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Transaction 9/29/24 I paid $469. for an emergency tow from ******************** called by Mass State Police I broke down on state rte 93 north in the left hand passing lane - my car lost power and I was stranded. The state police pulled up behind me, thank goodness I explained to the officer I had AAA and the officer advised due to nature of the location it was a hazardous situation and he had to call an emergency tow that I could not call AAA. The emergency tow arrived in 10 minutes and towed my vehicle to my mechanic. I mailed a tow reimbursement to AAA on 10/5/24 and received an email today 10/17/24 from *** ****** at *** advising they are denying my reimbursement because I did not call AAA. I responded and explained in detail the nature of the breakdown and the Mass State police not allowing me to call ***,*** ****** responded the claim is still denied - I have been a AAA member since 2005 and feel this decision is unfair and I should be reimbursed for the tow due to the emergency circumstancesBusiness response
10/17/2024
I write in reply to this concern. We will contact the member directly to discuss.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
351 total complaints in the last 3 years.
110 complaints closed in the last 12 months.