Complaints

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:10/30/2023

  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 had knee surgery exactly a month ago and I told the operator this when I called...I am on crutches and CANT WALK though the snow. Because, my car was stuck and my leg is broke I could do nothing. But, he just kept saying someone is on the way .....no one was ever on the way and the other operators could never reach the person driving the tow truck. Which also is not my problem.
  I ended up walking in -2 degree snow for two miles across town crying the whole way because that's not what i should be doin quit yet after surgery. Finally made it home called again, and here they go promising the driver was on his way and would be there in an hour. 6 hours later and a few more calls saying he was coming.....It is now 430am, and I haven't slept because I was waiting on this tow truck guy who was never really coming inn the first place. Now not only have I not slept but I also have a 12 hour day at work in 2 hours , no way to get there and cant walk because of my broken leg. Hopefully, I will be able to get to work and not get fired and try to function on 1 hour of sleep. This whole situation could have been different. But it wasnt....it was unprofessional, dangerous and not within a timely fashion, nor could they just tell the truth. Never will i trust these people for help. I am so upset and worked up from walking on crutches for two miles home, I don't even know what to do with myself or know how to manage my new pain from way way way over doing it because I could not be alone in -2 degree weather anymore.

  Business Response

  Date: 10/31/2023

  We have attempted to reach Ms. Butler on 10/30/2023 & 10/31/2023 via telephone/email but have been unable to reach him/her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Friday, July 21, 2023 I was in the parking lot of a bank on Main Street in Windsor, CO. At about 3 PM on a normal sunny afternoon I had a tire blow out making the car undriveable. Since we have an AAA membership I entered a road service request by the web site. At 3:16 PM I received a text stating that they received my request and it had been scheduled to a technician. The second part was a lie as I found later. At 3:15 PM I receive an automated voice mail with the usual business disclaimer starting "Due to unusually heavy traffic ..." This stated that my request was in a queue and a technician would be assigned as soon as available for service. At 3:45 PM I received an identical automated voice mail. At 5:10 PM, having heard nothing further. I called the AAA number and was eventually able to reach a human being. However, she would not give me any useful information, only stating that they were understaffed and that they would assign a technician. She refused to tell me how many were ahead of me in the queue, and refused to let me talk to a dispatcher. Of course at this point I gave up on the useless AAA service and was able to get a tow company to respond in about a half hour. I used this for a tow to my home, with a cost of $150. The next thing I heard from AAA was a text at 9:54 PM Friday evening asking if I still needed service. Almost 7 hours after I contacted them, and with no attempt to contact me between 5 and 10 PM. This was not a busy day, there were no weather events, and no major traffic problems reported in the northern Colorado area. Just abysmally bad service to a request. I am requesting that AAA repay the $150 I paid for the service I should have received. I also request that we receive a full refund of the annual cost of our policy. We paid for road-side service, and the company is either unable or unwilling to provide such service. I have a AAA number of 429 006 114360801 9 and the policy was purchased by my spouse Valerie Miller.

  Business Response

  Date: 08/03/2023

  We spoke with Mr. Kinne on August 3rd, apologized for his service delay and will be sending his reimbursement payment out today. 

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Robert Kinne

• Initial Complaint

  Date:02/21/2023

  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.

  At 6:00pm on 17 February 2023 I had a tire blow out after hitting some rail road tracks. After assessing the situation it was apparent that I was going to need a tow as my car did not come with a spare. I filed a roadside assistance claim to get the tow and made a call to AAA and was quoted a time of approximately 2 hours which I found reasonable. 2 hours came and went, then 3 then 4. At the four hour mark I made a 4th call to AAA and then finally got a call from a tow company who stated they just got the call dispatched to them. The tow driver stated it would be another 2-4 hours before he could get my car. I called AAA to speak with a supervisor and was told that no one could help me by a very rude individual named Thomas. After speaking with the tow truck driver he stated that AAA is notorious for screwing customers and not getting tow services dispatched in a timely manner. This is completely unacceptable service by AAA and they should be investigated for malpractice.

  Customer Answer

  Date: 02/21/2023

  I want a supervisor associated with AAA to contact me and address the issue. I tried contacting a supervisor on Friday when the debacle was unfolding and no one could connect me to a supervisor. 

  Business Response

  Date: 03/27/2023

  Hi Clay,
  We reached out to Mr. ******** on March 11 & March 13 and sent him an email. He has not responded to our attempts to contact him to resolve the issue.
  Please le me know if you need any further information.
  Emily