ComplaintsforAAA - the Auto Club Group

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We broke down on I-24, called AAA, the tow truck/help was to be at our service @9:33 pm. Not seen one or heard from one. Called AAA back, they said they would let us know something. It's 11:11 pm, not heard a word. We have been needing service for almost three hours. We had to call a towing service to come get us, we are 97 miles from home, having to pay for the tow bill of $500. With AAA, we have a 100 mile tow, but can't get In Touch with them to get towed. Can you help us get reimbursed our money. We are not happy one bit!!!

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/22) */ We have attempted to reach Ms. on 04/21/22 and 04/22/22 via telephone and 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

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 12/11/21, I contacted AAA to file a claim regarding wind damage to my roof and was assigned a claim number, 401481516. Shortly after I was contacted by a claims adjuster by the name of "." informed me he will be the adjuster on the claim and he will be visiting my home to inspect the damage. On 12/17/21, a man named "" who says is an independent adjuster shows up to my home to do the inspection. stated it will take about one week to hear back from someone. One week has passed and I did not hear back. Both me and my daughter have attempted to contact the adjuster "" as well as the office on several occasions, multiple multiple times leaving voicemails and emails regarding the status of the claim and was unable to reach anyone. During this waiting period while unable to reach anyone, there was additional damage that occurred from the roof to inside the home resulting in a water leak from the bedroom ceiling fan. I contacted the adjuster via email again on 12/25/21 notifying him about the additional damage. I did NOT receive a reply. On 1/10/22, I received an email from with an itemized summary report of what needs to be fixed, cost, and what will and will not be covered. A few days later, I received a check in the mail from AAA in the amount of $1,400. The report did not include the additional damage that had occurred. On 1/14/22, I contacted the claims department and spoke with supervisor at phone number 8102871079. I explained to her I have not received any communication with adjuster regarding the status of claim and additional damage as well as report in question. said we should have been contacted and there should be another inspection done for additional damage to account for. She stated she will have a new adjuster come out for inspection. On 1/19/22, adjuster came to inspect. Until today, we have not received a resolution, answer, or any contact from AAA

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/25) */ Thanks so much for reaching out and letting us know. I apologize no response was given to you after the re-inspection took place in your home and the lack of communication regarding your claim. We put our team on it and it will be resolved today. Your claim has been re-assigned to a new adjuster for handling You will be contacted by the adjuster today regarding the additional repairs authorized and settlement. Consumer Response /* (3000, 13, 2022/04/19) */ ***Document Attached*** I have received a call and email from representative named we spoke via phone regarding my claim and said she will be the person in contact, as of today my claim has not been resolved and I am unable to reach "" after several emails and voicemails left at her contact

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I called AAA because my car stopped working. The rep advised me it would be an hour. After an hour I called and it turns out the rep never dispatched my request. I wanted to complain but it was New Year's Eve and I had already spend so much time with customer service so I decided to let it go. Tow truck came another hour later and got it to the house. So today it became a more time sensitive need to get my car fixed. I used AAA app at 8:34am this morning to request a tow to the dealership. Was advised by the app it would be 45 min. After the wait again I tried to call and then got the text the drive would be at the house at 10:57. Ok so I wait. Then the app updated with a drive that was an hour away, but then the time was 12:28 that it would be there. Again time came and gone and no drive. So I call them and wait over an hour to finally speak to someone that advised that there was an issue with the first company and that the second company was backed up. I was upset at this point because there was no call made and now I am missing work that I should have been at 12pm. So I ask for the complainant department because of lack of communication that was made. The complaint guy all he could offer was that this wouldn't take a spot for a call. Fine. Then the drive comes at 1:45 and tells me that he was on his way a couple hours ago, but AAA called him and asked him to get another job first. Not to mention that we were charged on the higher end for the tow. I feel let down by this company that lied to me about the delay, wasted my entire morning and was late to my work which also cost me money. They have no compassion for people needing their service and don't care how long people wait on them. I get they are there to help but nothing was done to resolve the issue. Total tow cost $126

  Business response

  02/08/2022

  Business Response /* (1000, 10, 2022/01/25) */ We spoke with on January 25, 2022 and the matter was resolved.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend called into the AAA service to request there battery service at which time she was lied to and told they had no such service so the she requested a tow at which time she was told 59 minutes. 4 hours later she called me because it was getting dark and nobody came to tow her car. So I drove an hour to get to her and in that time she called AAA and they said oh yeah that tow was cancelled two hours ago and they had not set up a replacement tow. At that time I set up a tow and rescued my girlfriend off the side of the road. Then I called AAA and told them yes there was a battery service and they said sorry for the miscommunication and they would have someone out to the car in the next two hours. At the time of writing this complaint it has been 12 hours and the call still has not been resolved.

  Business response

  02/18/2022

  Business Response /* (1000, 9, 2022/01/04) */ We spoke with on 1/4/2021 via telephone and we are working on resolving the matter directly with them Consumer Response /* (3000, 11, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered me a free year of service which is no acceptable. We have tried to use the service 3 times and in each case I had to do it myself. First requested a tow which was never received and I had to set the tow up myself the next day. Second requested a jump start and once again nobody showed up and had to get a friend come to jump my car off. Third was the most recent request and once again was not fulfilled. Nothing but a full refund is acceptable and I am completely prepared to sue them over this case and requested the refund and my lawyer fees as well as court cost. Business Response /* (4000, 20, 2022/01/27) */ We spoke with(the primary member on the membership)on January 26, 2022 via telephone, and the matter is 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. ↩