Complaints

This profile includes complaints for AAA - American Automobile Association's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AAA - American Automobile Association

  1277 Treat Blvd Ste 1000 Walnut Creek, CA 94597-8863

• 

  AAA - American Automobile Association

  750 Redwood Hwy Frontage #1210 Mill Valley, CA 94941

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damage to vehicle occurred while being towed by ***. Every professional from Master Mechanics to vehicle manufacturer are all in agreement and advise the damage was a direct result of errors made by *** in the way it towed the vehicle. American Automobile Association **** performed internal review and has chosen to refuse to make repairs to the vehicle. This is surprising and disappointing. It is important to consider this when considering becoming a AAA Member, or renewing membership. As a *** member, I requested a tow. *** sent out a tow truck and damaged my car. Then AAA says that although I am a member of ***, called AAA for a tow, and AAA sent out a tow truck and driver, it was not AAA but rather someone AAA called to respond for AAA. Which, again, even making that distinction after damaging my car, is something others should take into consideration when considering becoming a *** member, or renewing membership. Here's how they say that: "In this case the service was provided by an independent contractor, and not ******************************************************************* (AAA ****) employees or agents. Although we hold our independent contractors to a high standard of service, we cannot control the method, manner and means in which such services are rendered. Accordingly, ******** is not legally liable for the acts or omissions and is not responsible for the misconduct or negligence of independent contractors."

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan. 27th, 2025 - 7:06pm Called AAA after *** (my 17 year old granddaughter) called me saying she missed a deer and after she stopped on the shoulder of the road, the soft shoulder gave way and as she put it it felt like someone just pulled my car slowly into a ditch:. Car has no scratches and everything is intact. *** is able to get out of the car on her own. *** dispatched this tow company, ********* ************ that is corrupt and doing illegal practices. He has over 28 horrible reviews of taking people's cars into his impound lot where it costs an insane amount of money to release them. and destroying them! AAA told me they were aware of his reviews and have actually gotten other complaints against him, yet they still use him!!AAA personnel apologized over and over again that this happened and that it should NOT have happened. The car could have been towed to my house ( 2 miles down the road) or to my mechanic- it did NOT have to go to his yard!! After further conversation with ***, they denied that they did anything wrong and that this was a "Learning Experience" for them. They did not protect us, they did not provide the service we pay for (47 years!) and they allowed their tow truck company to destroy our granddaughters car and hold it hostage until our own insurance company was able to get it.

  Business Response

  Date: 03/07/2025

  We have had discussion with Ms. ************ ******* and also her daughter ******* *******.  They did call us for service. The contract station driver was dispatched. When he arrived at the location and saw that the vehicle was in an accident suggested to have it towed under their insurance ******* did agree for the vehicle to towed under their insurance.  Vehicle was later released from the tow facility by their insurance company.

  For privacy reason we are not in a position to discuss our contract stations association with third party.

  We offered to assist with their insurance deductible provided they send us copy of the receipt and sign a Release.  We were told that they were seeking assistance/guidance from an attorney.

   

  Sincerely,

  Lakshmi Pal

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

   

   

   

  Customer Answer

  Date: 03/08/2025

  
  I am rejecting this response because:
  
  The only "truth" in this letter from Ms. **** is that my daughter contacted them using her AAA roadside assistance contract.  Ms. **** keeps referring to this as an "accident" which it was not. Every time I speak to her on the phone, when I can get a word in (she has very poor communication skills and likes to cut you off repeatedly) It was explained fully how my granddaughters car tipped into a ditch after she was on the shoulder of the road after swerving to avoid a deer. The car was perfectly fine UNTIL this corrupt tow truck driver, that AAA never vetted and if they did they would have known how corrupt he is from his numerous horrible reviews. Wait, correct that, THEY do know how corrupt he is because they admitted they have seen his reviews and his other complaints! My daughter was told  by the Tow Truck driver, owner, that her car would have to be towed to HIS lot 24 miles away in *********. She asked him to please  tow the car to her home 1/2 mile down the road which he said "No, I can't do that". She also asked him to to then tow the car to her mechanic 19 miles away and he said "No, I cannot do that". He could have towed her car anywhere within distance but because he is corrupt and wanted the insurance to pay him for holding the car, he denied it all. He literally made her sign the release to have her car towed to his own lot!!  Upon removing the car from the ditch, he completely racked her whole front end and totaled the car!! They also did not remove any of her personal belongings ( her school laptop, her headphones, etc) and took them with the car to their lot. He would not let he come When *** said they would meet my daughter at the lot to release the car (She called a sheriff to accompany her) when she arrived she was told by ******* "You can't get your car tonight" This is called "predatory towing" and it has become a huge scam!  For some reason, AAA never showed up to release the car- what a shocker! Ms. **** offered us no help or even sympathy- she made excuses for this tow truck driver and would not let me speak to anyone above her even after I asked repeatedly. The last thing she said to me was "My hands are tied and the maybe the only person who can help you now is a judge".  She did however call my daughter and said they would re-imburse us for our insurance deductible if my daughter agreed to that over the phone". My daughter responded that she would not agree to anything over the phone and to please send us an email in writing...all of which we have not received. *** could have and should have done the right thing from the very beginning as they are the ones who contracted this corrupt tow truck driver to our aid. They made no apologies - oh wait - they did offer to re-instate our tow insurance for this tow and not "charge us. Disgusting. They only made excuses for their lack of competency, their morals and their outright questionable business practices. They had every chance to make this right and they choice not to. I will now be taking Ms. **** advise and suing not only AAA, but this tow truck company that needs to go to jail!  My granddaughter had her first, beautiful car destroyed by AAA and  at the hands of their contract with ********* Towing and Transportation and until my last breath, I will not let this go. I want $12,500 from both *** and ********* Towing and Transportation to cover the cost of a new car, and for all of our emotional stress and time dealing with this absolute insane and criminal activity allowed by ***. This amount is what is allowed in small claims court and I will be going for the full amount from both.  AAA could have and should have done the right and moral thing from the very beginning, but they chose not to. BIG MISTAKE.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had service from *** to move my car from my home to a local garage ******* TIRE ******* ****** ** .AAA delivered my car . When ******* tried to work on my car they could not find my keys... *** claimed that the driver left the keys in the car. I contacted my local ***. AAA to date mave not resolved my issue! I am missing a GM FOB AND IGNITION KEY, also my aftermarket REMOTE STARTER FOB. I have not heard from local AAA MGR Called him 4 times today.

  Business Response

  Date: 02/07/2025

  This needs to be filed with his local club in ***

  Sincerely

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

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the policy for rental property in Sep 25th 2024 and paid with credit card. After re-assesment by underwriter the price was higher and we decided to cancel the policy. Since then I am trying to have my refund check for more than 3 months and they always come with different excuses and re issuing the check . Address correction , etc , you name it .I have email that the check was issued and I never received the check.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the service I requested on 11/23/24 at 2.30 pm when I requested assistance for a flat tire. I called AAA for help, expecting timely support as promised, but unfortunately, no one arrived to assist me. I was left stranded on the side of the freeway in a dangerous part of on coming traffic and waiting for over six hours, which is completely unacceptable.This experience has caused significant inconvenience, stress, and frustration. I am deeply disappointed with the lack of communication and failure to provide the service I was assured of. Given the severity of this issue, I feel it is necessary to escalate my complaint.I request that my situation be reviewed immediately, and that I receive a response regarding the actions *** will take to address this failure and prevent similar occurrences in the future.

  Business Response

  Date: 12/09/2024

  Please forward this to AAA in ************  Not our member and no calls for service in our area.

  Sincerely,

   

  Lakshmi Pal

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

   

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got hit in a parking lot while in a grocery store. I put in a claim and took to an authorized dealer in ********* ca. Caliber Collision My lift door would not open and close correctly after it was hit. Caliber Collision put a new door on it but the lift door still will not close correctly. They sent in a request to my aaa agent and he was not able to approve it as he was told that it was because the car was a 2013. *** wants me to go to ***** and spend 360 dollars to have it inspected. If they can determine that it was because of the accident, then AAA will cover it. I already have a 1000 deductible and am not willing to spend another 360. The lift door worked perfectly before this accident, and I dont understand why *** wont cover it. I have been a member of over 50 years and am being treated very unfairly. I am hoping you can help me with this issue. The motor that needs to be replaced cost around $600.

  Business Response

  Date: 12/04/2024

  Dear BBB:

  We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on November 29, 2024.
  

  The complainant has requested repairs to the liftgate motor, which they believe was damaged in the accident. However, they have not yet submitted the necessary documentation to confirm whether this issue is related to the reported loss. During a recent conversation, the complainant mentioned that they had taken their vehicle to a mechanic who reset the battery, which effectively resolved the liftgate issue they were experiencing.

  Sincerely, 
  
  ******************** Claims Department

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a AAA member for nine years and all of a sudden they decided to terminate my membership. I paid the membership renewal fee in March and they are not even returning the money that I paid either. When I call them, they just keep on transferring me and I cant get a clear answer. I have never experienced such bad service before and am extremely disappointed.

  Customer Answer

  Date: 08/22/2024

  From: Pal, Lakshmi <***********************>
  Sent: Thursday, August 22, 2024 1:50 PM
  To: ****************************************************** Subject: BBB ID OF ********

   

  Hello,

   

  Can you please resend the BBB case to me directly so I can research and respond.

   

  Sincerely,
  

   

  --

  ***********

  Member Relations - Corporate Headquarters

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

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

  Business Response

  Date: 08/22/2024

  This needs to be routed to AAA in ************  She was a member at that club.

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year on August 8th 2023 I called AAA / ****** Division for a tow in ****** **. A guy named *** from *************, a contractor with AAA, used a wheel tow and he scraped my radiator from the front bumper. He was pretty rough and did not handle the tow with care. He finally gets my car on the tow but he suggested just to give the tire some air. He said he just wanted to go home and he did not feel like towing my car back to my Airbnb was necessary. That blew my mind. Poor service is an understatement. So he takes me to a gas station up the street but sure enough the tire was still flat. He then gets a hammer and the crossbar to try and take off my stripped wheel lug nut. Then, few days later August 12th my radiator makes a loud crack and coolant is leaking like crazy. I knew it was *** from ************* who damaged it. I made a complaint with AAA. ************* was notified about my complaint therefore they left me stranded from 10:30pm to 10 am. Saying there were no flatbed tows. Only wheel tows. I did not want a wheel tow because *** the tow driver scraped my radiator using one. So they left me out there for 10 hours overnight. Had to pay $1,100 to repair my radiator. Ive been a member since 2016 and paid full coverage for years. But after filing a claim they did not repay me for damages. Even though I had video proof of *** from ************* being rough with the wheel tow. Absolutely ridiculous. AAA told me that there was nothing they can do because ************* in ****** ** is a contractor. And my mechanic said that they always have problems from that tow company. Just goes to show that AAA does not care about customers like me and they have a low standard for tow contractors. Would not recommend AAA for auto insurance.

  Business Response

  Date: 12/06/2023

  Please forward to ********* **** at ************************** for review/response. Physical address at
  ***********************************************************************

  Thank you.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20953012
  
  I am rejecting this response because:

  There is more that can be done. Ive been in contact with lawyers and I have grounds for a civil case. AAA needs to make this right. Last time I forwarded to an email AAA gave me I got no where. Also talking with the CA **************** and they are encouraging and leading my next steps, Id rather not go this route because I would hate to spend time on this but for God sake this is a simple fix. Pay me back the money Im owed.

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

  Business Response

  Date: 01/22/2024

  We have reviewed his damage claim against Sierra ****** relating to your call for service on August 08,2023. We have done everything possible to make an informed and impartial evaluation of the circumstances and damage to your vehicle.  Following a review of this case, there was no evidence found to associate the alleged damage with service equipment or negligent actions by the service technician.

   

  Sincerely,

  Lakshmi Pal

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

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20953012
  
  I am rejecting this response because:

  my radiator was fine. The tow driver from ******************* *** was negligent. Ive been a member for 7 years. Radiators dont just crack and leak coolant for being a safe driver. 
  
  Sincerely,
  
  *********************