Business Profile

Roadside Assistance

American Automobile Association

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

235 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

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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:11/04/2023
Type:Customer Service 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 customer for 19 years. This afternoon at noon I called for service needing an emergency fuel delivery. I spoke with a customer service representative who informed me it would be an hour. A few minutes later I received a text that someone would be arriving in 10 minutes. A half hour later I received a call from AAA that the original responder couldn't make it and they were contracting with someone else. I was told there were 2 calls ahead of mine from this new company, ****** towing. I explained I had another client to get to and I couldn't wait another 2 hours. I then received a text from AAA that the approximate time would be 6:30 p.m., 6 1/2 hours after my initial call. I managed to get to a gas station arriving on fumes. I could have walked the ********************************** 6 hours! I asked to speak to a supervisor and first I was put on endless hold, then was told a supervisor would call me shortly. That was 5 hours ago. I see no point in paying an annual membership fee for services they cannot deliver.
Business Response
Date: 11/06/2023
Hello. According to the member's address, *********, ** *****, please use www.aaa.com to determine the correct auto club for this inquiry. Our auto clubs in our group do not cover **. Thank you, AAA-************* Group
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.
My AAA membership number is *******************. On September 30 my daughters car died and needed a tow. It was about 4:00 pm. We called for a tow. She was in a dark empty parking lot until about 6:00 am the next next day before the tow truck to arrived. I called dispatch, she called dispatch and we checked online. We were told by dispatch that they put out a call but were not receiving any response. I told them the situation and there was no immediacy on their part to insure that a young woman got a tow. She was near ******, not out in some remote area with no tow trucks. She could have met a bad end if the wrong person came upon her. INEXCUABLE! I signed up for AAA as a safety precaution. How would the top corporate female executives feel if it was them or a loved one had this happen to them? I want corporate to fix this problem.
Business Response
Date: 10/31/2023
HELLO
AC**RDING TO THE MEMBER'S ADDRESS THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.**M TO DETERMINE THE APPROPRIATE AUTO CLUB.
THANK YOU
Initial Complaint
Date:10/24/2023
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 10-17-2023 I called AAA due to my vehicle not able to start-up. AAA dispatched their tech AAA ********************** to my home, and he replaced the old battery with a new AAA battery. The technician charged $253.84 to my husbands credit card ********************************* for payment to AAA **********************, with an email to **************** with all pertinent information immediately. Not only we never got the email, but I have called AAA several times, my email was corroborated, the first customer service called the technician who said he was sending the email, never got it, I kept calling but customer service indicated it was not their problem. The fact is the type of battery matters in a ****** Camry regarding size and type matters, most Camrys require size 35 with a high-capacity lithium-ion battery with energy capacity of approximately 1 kilowatt-hour (kWh). I am not disputing price, rather if it is the correct battery for a ****** Camry 2014 and the length of the battery warrantee. At present I do not have any proof of any of the above, except a small receipt for payment of $253.84 to AAA **********************. What is the reason for the email with all the information not getting to me?
Business Response
Date: 11/01/2023
We spoke with ********************************** on 11/01/2023 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 11/03/2023
After several calls from AAA trying to resolve the issue with their technician *********************** I received via email the invoice with the date of service, type of battery installed in my ****** Camry, total fee $253.48, and all other pertinent information. The invoice did not specifically show length of warranty, however, the part number for the battery allowed me to research that battery 24F-C has 36 months warranty. I sincerely appreciate BBB assistance in resolving my complaint, and AAA willingness to cooperate. Thank you.
Initial Complaint
Date:10/21/2023
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.
This is thethird time ive requested roadside assistance and have not been provided with any help. I specifically purchase this coverage so that when i need it in emergency situations i have it and dont have to worry about my car sitting somewhere wh were its subject to theft vandalism or being impounded
Business Response
Date: 10/25/2023
We spoke with ****************** via telephone on October 25, 2023 and this matter has been resolved.
Customer Answer
Date: 10/25/2023

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,

***************************
Initial Complaint
Date:10/20/2023
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 filed an initial complaint on August Aug 8, 2023, id ********, following horrific customer service where we were told battery service would be coming to our home when a car battery died. After the BBB wasted an entire day of our lives waiting for the appropriate person to come, it was determined that battery service isn't even offered in our area, even though the first tech who came to check the car said it was the battery and would call dispatch to have a battery person come. An agent called to follow-up and as an apology said a $50 credit was applied to my account towards my next renewal. It's time for my renewal and upon logging into my account to try and renew, no such credit exists on my account.
Business Response
Date: 10/23/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.
THANK YOU
Business Response
Date: 10/25/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN SC WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE CLUB.
THANK YOU!
Initial Complaint
Date:10/11/2023
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.
On 9-5-2023 I called AAA for a flat tire.AAA dispatched their tech (a sub-contractor) Elite Towing to my home.Upon arrival the tech did not speak English but managed to ask me for a hammer by gesturing what he needed to complete the job. I got him my tool and gave it to him. He pounded on my flat tire and got it to release, and then he began changing the tire.When he placed the tire back on and I drove away, there was scraping and clanking. I took my car to the garage where it was found the stud behind the lug nut was pushed into the wheel assembly where it cracked a part on my car. This is my grandmothers second car and basically brand new. It has been garage maintained and zero issues prior to this. When I called to dispute this and file a claim, AAA member services assigned the claim to ***************************************, I have been advised is a field operator for AAA.******************* called Elite Towing to advise of my claim. Elite Towing in turn called me.***** (Elite Towing) called to let me know there was no way his technician could have done this. When I stated and described what happened, he laughed at me as if I did not know what I was talking about and ultimately denied the claim. I called AAA ****** services to explain my disappointment with how this was handled. AAA ****** services then called ******************* and had him call me. ******************* was incredibly rude and insinuated me continuously calling will not get my claim resolved. ******************* advised he fully backs his vendor, and he will do nothing to rectify the damage was done. In the meantime, we heard from my mechanic who advised someone claiming to be my family member called to inquire about this incident. When they called they were fishing rather than knowing details. My mechanic ended the call as he felt as if someone was impersonating my family. This is completely unacceptable. Everything about how this claim has been handled is unacceptable. The invoice for this repair is $1165 For how long this has gone unresolved I would like to think they would take care of this bill and send some kind of apology to my grandmother. My phone number for this claim is ************ My case # with AAA is ***** I would like to have this reported as this is an unacceptable business practice.
Business Response
Date: 10/12/2023
Hello BBB, according to the member's address of *********, ** *****, this inquiry would need to be presented to another AAA auto club. please use www.aaa.com to determine *********. thank you, AAA-****************** Group
Customer Answer
Date: 10/13/2023

Complaint: 20725730

I am rejecting this response because:
online it is listed as the **********.
please advise where i need to go to report this?
I pay monthly for a service and then when there is an issue, there is very little help to the members.
I do not understand this lack of assistance.
If this is the wrong ***** WHAT IS THE RIGHT ONE?
The local offices are not helpful - your members services are not helpful ---- please tell me who will help FIX this issue?

Sincerely,

***************************
Business Response
Date: 10/13/2023
Based on your zip code the AAA auto clubs that serve your area are AAA East Central and **********************. You should check your membership and see which auto club is referred to on it. Best Regards, AAA-******************* (HQ: ********)
Business Response
Date: 10/13/2023
Based on your zip code the AAA auto clubs that serve your area are AAA East Central and **********************. You should check your membership and see which auto club is referred to on it. Best Regards, AAA-******************* (HQ: ********)
Business Response
Date: 10/13/2023
Based on your zip code the AAA auto clubs that serve your area are AAA East Central and **********************. You should check your membership and see which auto club is referred to on it. Best Regards, AAA-******************* (HQ: ********)
Business Response
Date: 10/13/2023
Based on your zip code the AAA auto clubs that serve your area are AAA East Central and **********************. You should check your membership and see which auto club is referred to on it. Best Regards, AAA-******************* (HQ: ********)
Customer Answer
Date: 10/13/2023

Complaint: 20725730

I am rejecting this response because:
there is nothing listed on my my card but i will use the suggestions you gave.
After 41 years --- this service is frustrating. very disappointing.

Sincerely,

***************************
Initial Complaint
Date:10/09/2023
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.
My son had a car issue on 10/8/23 while on a weekend trip to ******, **. We called AAA Auto Club and they sent *************. ******************* came out and told my son that his car battery is the "original battery" and needs to be replaced. He was also told that they can give him a jump but the car will most likely not start again if he makes any stops. Since his car is a 2019 CRV, this would make the battery around 4 yrs old. Based on the information that United ****** told him and knowing that batteries last 3-5 yrs, I told my son to get it replaced.We bought my son's car used in March 2023. It is a ***** certified pre-owned car and went through a complete reconditioning. After thinking about it today, it didn't make sense that the battery was the "original battery." Therefore, I reviewed the Carfax report that came with his car when we bought it. The report shows that a new battery was installed in Feb 2023. Furthermore, my son's car was serviced for maintenance in Aug 2023 and the maintenance report indicates that the battery was "good." To make money selling a new battery, I believe United ****** gave my son misinformation by telling him that the battery was the "original battery" and used a scare tactic by telling him that the car most likely won't start again if he made any stops on his trip back home. My son was 200 miles away from his apartment. Based on the information given to him by United Towing, we felt that, in order for him to get home safely, the only wise choice was to get his battery replaced. Please note that United Towing did not give my son a printout of the battery test as they should have per AAA policy. I am sure the car battery would have been fine if it were jumped.I am asking for a refund of $206.50. This is the amount that we paid for the battery.
Business Response
Date: 10/10/2023
This member lives in ** 91789. Please use www.aaa.com to determine the correct auto club for this inquiry. Thank you, AAA-************* Group
Initial Complaint
Date:10/07/2023
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 called AAA to tow my car at 6pm. They told me my tow truck would arrive at 708pm.The tow truck didn't arrive until 845.When **** the tow guy arrived he was acting like he didn't want to tow my car. Telling me that he's trying to start my car **** couldn't start my car.So he told my boss an myself to go ahead an leave that he was going to put my car on the truck an tow it to the mechanic shop down the mountain. So we left. As we got to the bottom of the mountain the dispatch lady ***** called me. She told me that I needed to find a different tow company because I didn't leave my keys for the driver.He never asked me for my car keys! He had my cell phone information. He could of called me.My cars a stick anyway. There wasn't any reason why he needed my keys. My car wasn't starting anyway. Now my cars left unlocked with all my expensive equipment that I use for cleaning. I don't have a way back up the mountain now. An AAA was treating me as if I did something wrong!They should of offered to tow my car to me for free after all this nonsense.I can't believe this an how horrible I've been treated. Especially a woman that was broke down in the mountains.They should of made me a top priority!You don't leave a woman broke down in the mountains for hours an then not help her with her car.This is wrong!!
Business Response
Date: 10/09/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN CA WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.
THANK YOU!
Initial Complaint
Date:10/05/2023
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.
10/4/2023-Ordered **************** to replace battery. After several hours, no one attempted to notify me the dispatch was ever made. I cancelled the order at bedtime. I rescheduled the next day, and after several hours, I am still waiting. If anyone does eventually show up, I will cancel my subscription immediately after the battery is replaced. I always thought AAA was a professional, responsive company, but sadly that no longer seems to be the case.
Business Response
Date: 10/20/2023
We have attempted to reach ****************** on October 20, 2023, via telephone/email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Customer Answer
Date: 10/23/2023
I spoke with a AAA Representative, and they apologized for being unable to meet my needs in an efficient and timely manner. Unfortunately that does little to remedy the fact that was left waiting for over six combined hours on two occasions, and the request was never adequately addressed. I just have to believe there are better options available for emergency assistance. I will not be renewing for a 16th year, nor would I recommend AAA to a friend or family member.
Initial Complaint
Date:10/01/2023
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.
Waited for 6.5hrs for a technician to unlock my car. Every time I called AAA I was told that I was in the queue, but even after being moved to top priority it took 4 more hours. I had to call 10 times before getting a technician assigned to my case. By the time he came it was 10:30pm, and no longer safe for me to wait outside of my car alone.
Business Response
Date: 10/06/2023
We have attempted to reach *********************** by phone and email on October 2, 2023 and October 4, 2023 but have been unable to reach her to resolve. In the event they contact us, we will resolve the matter directly with them.

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American Automobile Association is NOT a BBB Accredited Business.