ComplaintsforAAA - the Auto Club Group

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used to be an AAA member. I purchased a replacement battery for my car. Around a year later I started having problems with the battery. Their mechanic location was far from where I lived to service or replace the battery again. I was told my battery was under warranty. I called in even after my membership canceled and was told my battery was still under warranty that I could have it fixed at an AAA shop. I was only told I could not have roadside assistance. Fast forward I am still having problems with the battery I purchased which is supposed to be still under warranty. Today I was told by an AAA representative that the warranty goes with the membership which makes no sense. The battery is a purchase I made that is not working like it should and is still under warranty. I should be able to get my battery replaced at no extra charge despite my membership.

  Business response

  09/18/2024

  Due to Ms. ***** limited availability to speak via telephone, on 9/17 Ms. ***** advised via email that she will be taking her vehicle to a AAA Car Care facility in her area that will be able to honor the AAA battery warranty. Should Ms. ***** have any further questions/ concerns she was advised to reach out to AAA.  We consider the matter closed.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/31/21, I purchased a one-year membership to (Tennessee) AAA in the amount of $68. The sole purpose of this purchase was so that I could assist my mom in towing her vehicle 2 miles for auto repairs. On 5/31/24, I noticed an unauthorized charge of $105 made by AAA on my debit card. I searched my bank records; discovered that AAA also made two other unauthorized charges (for a total of three unauthorized charges) on my debit card; $91 on 5/31/22 and $101 on 5/31/23 (totaling $297 in unauthorized charges). I immediately contacted my bank to report the charges. They asked me to contact AAA to see if they would issue a refund; they also asked me to contact them back (afterwards) to let them know what AAA stated. I called AAA, and they said that they would refund me $105 for the 5/31/24 charge, but that it was too late to do anything about the other unauthorized charges (2022 and 2023). I called my bank and relayed this info. Days later (6/5/24), my bank credited my account $101 for the 2023 unauthorized payment. Earlier today (6/21), I called AAA to inquire as to when they would credit the $105 to my account (like they promised on 5/31). First their CSR said: "My supervisor said that we paid you $101 on 6/5." After I pointed out that the $101 was for 2023 and their promise was for $105 stolen on 5/31/24, the CSR said: "My supervisor now says that we will not fulfill our promise to repay the $105 (2024) b/c you reported what happened." I called my bank to let them know what AAA told me (today), and they said that the claim was closed; that I wouldn't receive the $105 (2024) because of a law that only makes unauthorized payments generated within 60 days from the first eligible (to be refunded) unauthorized payment refundable. The banks have lobbied for laws that enable companies (like AAA) to commit fraud upon their customers. I seek between $105-$196 in restitution. I also ask for groups like BBB to lobby for stronger protections from this type of fraud.

  Business response

  06/24/2024

  Thank you for your request.

  I have reviewed this membership. I do see the request made on 5/31/24 to have 3 years of membership dues refunded. You were advised since several services were provided through the years, we would only be able to refund the current dues for 2024. The charge of $105 was set to be refunded however in the meantime we received notice from Visa that the charge was disputed. Visa issued a $105 credit on 6/7/24. 

  Thank you

   

  Business response

  07/14/2024

  There is nothing further I can offer Mr. *********.

   

  He joined AAA online in 2021 and his receipt states his card will be automatically be billed each year. He agreed to these terms when he joined online. I uploaded a copy of this receipt.

  Prior to his renewal each year he was sent a notice of what the charge would be and when it would be deducted from his account. He could have contacted us prior to that date to cancel his membership or evenshortly after that date to receive a refund.

  The amounts of $91 for 2022 and $101 for 2023 will not be refund as he was notified of these charges and failed to contact us in a timely manner.

   

  The charge of $105 for 2024 was set to be refunded but before it could be processed we received notice of his dispute which we accepted. At that time he would have received a credit from his bank.

  I included a copy of this notice which shows his credit. Since we were notified that he was credited this amount there is nothing further I can do on this.

   

  I know he says he was refunded the $101 from his bank however we were never going to refund that amount nor does the notice state that amount.

   

  I’m not sure I can offer a resolution for him that he will like.

   

  Customer response

  07/15/2024

  
  Complaint: 21884950
  
  I am rejecting this response because:
  
  AAA never had my permission to authorize any charges other than the one made in 2021. My bank agreed with me (recognizing this) and refunded me the charge from 2023 - they would have refunded me the other charges, however they are/were limited to do so by federal law. AAA mischaracterizes that 2023 ($101) refund as the non-existent ($105) refund for 2024. 
  
  I have been advised to contact the state of Tennessee to file a formal complaint. I will give AAA until the end of July to honor their word (made when I contacted them RE: 2024's unauthorized charge) and refund me the unauthorized charge of $105 that they stole from me on 5/31/24. If they continue to be adamant about keeping the $105 from 5/31/24, I will file a complaint of fraud with the state. I will reference these interactions when filing a report - so that the state investigators will be able to use it in their investigation. Or perhaps I should file a report anyways - given that I am certain that I am not the only customer (victim) that AAA has defrauded in this manner. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a policy from AAA and before I purchased the policy I asked a lot of questions. I asked them if I can have my import tow to the DMV for inspection so I can get my car registered and lady I spoke with yes I could. Fastward to April 22 when I needed a tow to the dmv called them for a tow they were 2 and half hours late. I wasn't able to register the vehicle in time. I made my concern with AAA supervisor of this possibility due to them being late and not being here yet. I finally get the towed to the dmv. I only had time to get the vehicle inspected but the not registration. I called AAA to tow me back to the dealership that I work at and they said they'll send one. 2 hours later still no tow, I call them they tell me they can't tow my vehicle because it's not registered, but they already towed me to dmv and left me there. The dealership I work at is not even 3 miles away from dmv. I asked that they refund me the complete amount of the policy based on false advertising and they refuse. The supervisor I spoke with very rude and was told I would need to make other arrangements.

  Business response

  05/08/2024

  We spoke with **** ******* on 04/23/2024 via telephone and the matter was resolved.                                             
  

  Customer response

  05/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: This was not resolved they are lying they refused to refund me I never a received a phone call since filing a complaint with BBB.
  
  Sincerely,
  
  **** *******

  Business response

  05/09/2024

  All of our calls are recorded, inbound and outbound. We spoke to you on 4/23/2024 at 6:13pm for 6 minutes and 57 seconds. The agent apologized for any inconvenience and confusion, and explained our policy to you as this wasn't a covered service. We offer Emergency Road Service, this was not considered an emergency. You also requested to cancel your membership with a full refund, that was processed on 5/7/2024 back onto your credit card. BBB, we consider this matter closed. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA lied to me and said they were able to do the job and took my money but could not do the on. They did not even offer me a larger truck would had enough equipment to do the job. They lied and kept me waiting and then they said they would get in touch with the supervisor and the supervisor hung up multiple times.

  Business response

  04/04/2024

  We have attempted to reach Ms. ******* ***** on March 21, 2024, March 22, 2024, March 26, 2024, via telephone/email 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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since joining AAA my wife and I have received multiple pieces of junk mail per week. We tried to opt out on the AAA website but it's impossible to do so. Every time you go to the opt out page, a pop up opens immediately and asks you to enter your zip code. After you do that it redirects to another page, thus making it impossible to opt out. Similarly, the same happens when I click unsubscribe in their marketing emails. This is ridiculous and I believe they did this by design to deter people from unsubscribing. There is no reason for it to be that difficult to stop AAA from sending mounds of spam mail and emails. I'm on the verge of canceling my membership.

  Business response

  03/11/2024

  Hi

  I have updated your preferences to receive no marketing mail or emails. You may also visit a local branch and they can help you with this or call 8************

  Thanks

  Customer response

  03/13/2024

   
  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,
  
  Connor *****

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a letter in mail (Dated 9, 2024), to pay insurance amount due by Jan 20, 2024 on Jan 23, 2024. I went to the AAA location the next day, to enquirer why the notice, when Autopay was requested to agent ********* in June 2023. Subsequently, I visited with him and informed him that he was going to set up everything, so I have no penalties. Etc. ******* agreed. I added my AAA assigned credit card, when I received it. I am extremely cautious on paying my credit card bill on time. Was explained clearly to agent. After I received the notice, on Jan 24 another agent assisted me as I have see him before and he come to the CATHOIC church. He knew what the problem was, and I had to visit the agency three times on that day. I forced him to call his boss, because the email process was not delivering results. He mentioned that his boss said he does not have time to talk to clients. Serious conversation revealed the agency problems as well as dishonesty as expressed by Vince. However, agent ******* was gone. I was asked to visit another all state agent to write policy. I went out. But only partial data was made available to all state agent. I realized that this was a trick to get me out with out a complete answer. Another agent ***** tried an approach that they knew did not work. So why try approaches, that do not work. I was told they would call me next day Jan 25, 2024 no call. Finally they realized this issue is with ****** Leadership of ***** focused on repeating what I was not asking. Repeated, I did not pay, I am going to pay bill, so amount was not paid. What ***** admitted that he did not talk to *******, and I had asked for documentation where everything was done from *******’s terminal with IP address (specifics added now). I copied the email to AAA CEO *****, he was caring and concerned very heart moving. He assigned *** ******** but they knew all the way they side with the auto club group, so why waste my time, and show false concerns and asked ******* to upgrade to problem. I am lost as I have no insurance coverage. Then, an agent in office said he would call police. I said go ahead make my day and requested for investigation report. Have not received. Informed them to send report to police.

  Business response

  01/29/2024

  *** ********* had a conversation with a manager on January 25, 2024 about his insurance policy that canceled effective December 31, 2023 because no payment was received.

  The following notices were sent prior to cancellation.

  July 11 a notice was sent to you warning you that if you did not sign the EFT form you would be removed from EFT.
  July 16 a notice was sent to you informing you that you had been removed from EFT
  November 22 your renewal notice was generated along with a bill that was due by December 31
  December 9 a bill was generated with a minimum payment due by December 31 or the policy would cancel
  January 7 a final notice was mailed to you extending the deadline to January 20 to make a payment  

  We have received no less than 25 emails from *** ********* & an un-numbered amount of calls concerning his policy. At this point his policy is not eligible to be rewritten and he will need to find insurance elsewhere. 

   

  Customer response

  01/29/2024

  The policy renewal date was, around Dec 30, 2024.

  The last date mail sent out was Jan 9, 2024 with a renewal date of Jan 20, 2024.

  surprisingly, we had inclement weather, which probably the manager does not know.  The said letter was received Jan 23, 24.  I visited the office next day.  
  

  the respondent repeats and presents the same answer.  What BBB need to ask is where is the application where the credit card system failed.

  the Credit card information from actor / agent ******* is missing.

  another Missing information is I have a Kia soul 2017, registered.  Kia on dec 20, 2023 send a notice to all and said they are fixing the problem of stolen cars.

  this information is being used to jack up rates. Scaremongering.  Additionally, payments made on credit card are eligible for 10% refund.

  leadership *****n point was he didn’t make money.  
  

  since he didn’t make money and the other information request of credit cards application by agent actor ******* is absent.  The misleading information presented as leadership knows that.. his scaremongering tactic has failed.  
  

  the response does not state why police threats were used.  
  

  absence to provide vital documentation I SET UP ON AUTOPAY.,,

  my member ship dues for 2024 were taken by auto pay small amount but 10% savings.  My auto insurance large amount and 10% was denied during first payment and second payment… 

  bait and switch was a technique that was used and if the leadership did not make money… please show how my money was distributed and to whom…

  lower his rating and send me a copy…

  Customer response

  01/29/2024

  I am rejecting this response because:

  the Required documents, to set up eft for both (a) AAA membership and (b) AAA insurance were done by personally visiting with AAA actor/agent ******* * ********* ***

  The absence of document with changes done by ******* can only be verified with documents printed from the up address portal.

  the (A) AAA membership was done correctly and went through without further action on Dec 1, 2023. The (B) AAA insurance was done on the same day

   

  bothe were don on filling receipt of AAA credit card in mail.

  I did not get my 10% as ******* did not complete the transaction for AAA insurance that was renewed in June large amount $1000 10 percent discount

   

  i got small change for only AAA membership was done.

  i would like the leadership to report to the police the harassment and let them know they do not give paper work that they hold.

  BBB should ask why was mail delayed and last renewal date was Jan 20, 2024.  Failed of BBB TO NOT ASK SIMPLE QUESTIONS, brings an important question to mind?  What service is BBB really providing as a mediator if request most important paper work is not provided by their AAA ACG business partner.

  if Leadership of ***** Reuhling cannot provide paperwork, and does not make money.  Leadership can report loss.  If ***** wants to make money and he cannot make off me.  Then he can look out for productive work, and make money..,

   

  also my insured car Kia soul 2917, has problems as reported by Kia in Dec 2023.  They told me they do not want to insure this car.  Scaremongering (fear and greed) sums up capitalism and will call police threat is standard business practice!!!

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been booted from AAA's system with no refund of membership! Membership number invalid on November 9 2023 up to yesterday 12/1/2023. AAA refused receipt for paid for services *****some change on November 9,2023. Website would not let me refile this receipt yesterday because the membership number on my card is absolutely invalid. Membership number *** *** ********** on my gold card that says member since 2009. Required to use 8 yr old , non paid card number from SC membership number **************** to file the " had to be done over " receipt for *****78. I am insulted.

  Business response

  12/21/2023

  We spoke with *** ******** on 12/21 via telephone and the matter was resolved.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Due to alternator failure, our AWD vehicle needed to be towed. We called AAA, and they sent Marble City Towing to tow our vehicle. My husband and I both watched the tow truck driver hook and pull our AWD vehicle. We did not know it at the time, but have since learned that AWD vehicles must be transported on rollback or the driver must use a dolly. Neither of these were done which caused the rear differential to break. This mistake resulted in thousands of dollars of repairs. We called AAA to report the damage caused by the tow company that they sent to tow our vehicle. They gave us a claim number, the phone number of the owner of the tow truck company, and told us to take it up with Marble City Towing. After a few phone calls and texts with ******* (owner), he has blocked my cell and work phone numbers. Marble City Towing tells AAA that they have no pictures of how it was towed, and the driver cannot remember how it was towed. Again, two eye-witnesses testify it was hooked and pulled. Marble City Towing business revolves around AAA leads. Their tow trucks have AAA painted on the side. It has been 8 weeks since the claim was filed and so far NOTHING has been resolved. AAA says they serve as the "mediator" between us and Marble City Towing. The tow company is not accepting calls and refuses to pay the damages they caused, yet AAA continues to send Marble City Towing to service customers. We have cancelled our membership. The "service" is actually a disservice. Two lessons here....AAA knowingly uses an unethical company for towing services and do not allow Marble City Towing to touch your vehicle. If they cause damage, the will not take responsibility, and AAA will not hold them accountable. Keep in mind, we did not call or pay Marble City Towing. They have no incentive to satisfy us. We would have been better served to not have AAA membership and call a reputable tow company of our choice. We have spent 20+ hours trying to resolve the issue. Beyond dissatisfied!

  Business response

  11/28/2023

  We spoke with **** ****** on 11/27/2023 via telephone and we
  are working with our member to reach a resolution.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The date of the initial transaction was November 2022 as the initial roadside service contract began upon AAA receiving my payment of $227.78 The agreement that was told to me is your basic roadside service for my vehicles AND MY RECREATIONAL VEHICLE. I hold a premier account with aaa ****************** since November. As of July 14, 2023, at 5:07pm, I initiated a road side service call. I had two blow out tires on my RECREATIONAL VEHICLE and needed assistance. The following times are what followed after initial call.... 5:41, 5:44, 5:47, 6:53, 8:00 p,m. on all calls. Again at 7:15 a.m on July 15, I still had no answer even though each called was a failure to get someone to tell me when can i expect someone to assist. Once again, more calls made at 7:17, 7:44, 8:02, 10:56 and again at 11:14 a.m. ,Now, there are several reasons for the strange times for calling due to incorrect phone numbers for my location. That is a huge issue and all i can advise is you need to call yourself. Also, not everyone can receive wifi or cellular to file a roadside call on line. Secondly, no one ever called me from AAA to inform me that the tow driver could not perform the job required and never even came to my location. On my final call to AAA, thats when they told me the tow driver could not help me. There were no recommendations, no informaiton as to what i needed to do, no information as to what i can get reimbursement for or anything that could have aided me. So, I ask you that if you cannot provide roadside service for my Truck and The RECREATIONAL VEHICLE I TOW then why am i paying for it? Why was this service offered to me if i cannot receive any roadside assistance ? Upon finding this all out, it made me realize that AAA cannot do what was contractually agreed to by my payment.

  Business response

  09/18/2023

  We spoke wit­­­­­­­­­­­­­­­­­­­­­­­­­­­ ** ******* ******** on Monday Sept.18th, 2023 and provided her with the contact information for their home AAA club, as this complaint is not towards the Auto Club Group.

  Customer response

  09/20/2023

  I have received a call from a automobile club who informed me that the address entered in my complaint is not who my complaint should have gone to.  However, when I initially filed with BBB for AAA motor Club there was no address available to select from which is their main headquarters of Wilmington, Delaware.  So, how or what should I do now that you do not have them listed?

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 24, 2023, my daughter and grandson were stranded on I75 near Clinton, TN. In order to get tow service from AAA. My daughter joined AAA at cost of ****** and paid towing fee of ******* I authorized these charges on my credit card. After waiting all night, the tow truck never arrived. AAA advised my daughter that they were unable to get anyone in the area to tow them. We hired another tow service not affiliated to AAA to tow vehicle into Cleveland, TN. (Copy of Paid Invoice uploaded) Several attempts have been made to get AAA to resolve the aforementioned issues. I have been transferred to several different AAA employees and spent to much time on phone with them. I had requested refund of ****** for tow service which was never provided and credit for ****** membership which is completely worthless. On July 27, 2023 AAA employee stated a refund of ****** and ****** would be made. Membership still shows active and neither credit has been issued to credit card.

  Business response

  08/11/2023

  We have attempted to reach Ms. Dena Fennelly on 08/02, 08/03, 08/09, 08/10 and 08/11/2023 via telephone/email 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.

  Business response

  08/21/2023

  We spoke with **** ******** on 08/10/2023.  We explained the refund was issued and consider the matter closed. 

  Customer response

  08/22/2023

  On 08/22/2023 ***** **** with AAA Corporate contacted me. As a result, a credit for Membership Fee of ****** was issued to my credit card. I verified that credit of ****** was shown as a pending item on my Visa Credit Card pn 08/22/2023. My issues have been resolved.

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

*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. ↩