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Business Profile

Roadside Assistance

American Automobile Association

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roadside Assistance.

Complaints

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

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American Automobile Association has 7 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Reimbursement for towing when AAA did not respond for hours. Claim was submitted three times and no response. Talking on phone to AAA gets constant "higher than usual call volumes" every time,. Once reaching people, they cannot connect to anyone who can help resolve. Call backs start the "heavy call volume" excuse. Billing and sales seem to work fine.Transmission failed on I-95 on 7/13/2023. Member ******* limped car to off ramp and coasted to truck stop driveway when it siezed and could not be driven or pushed, blocking entrance.Calls to aaa were unanswered after several attempts. When contact was made, auto attendant (not person) said to use the app, which did not work. After two hours, we hired Universal Towing at $150.00 to tow car to dealer in *******, **. Have submitted $150.00 reimbursement claim twice.Call delays. Disconnected calls. Transfer to supervisor failed.

      Business Response

      Date: 10/16/2023

      We spoke with ******************** on October 16, 2023, via telephone and the matter was resolved. 

    • Initial Complaint

      Date:09/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted aaa as we were out of gas, it was 6:10 pm. When you contact AAA they text you a link to provide location, and issue. once submitted they text you back with a confirmation # and a eta. I was 40 minutes from someone arriving. i was to get text updates during this time. At 7:15 I began to contact AAA which was mostly automated. The car is in alargew parking lot which by 9:00 was locking an its 10 foot gate. We had to scale the gate, I am 60 years old. Get and Uber and tomorrow go back with gas for the car. I contacted AAA and spoke to CS at roughly 8:15. I was told they couldn't find a driver. this was 2 hours after my initial request. i was never updated by text or phone that no one was coming. They dropped the ball and I was scaling a 10 foot fence to exit by foot the parking lot. the status page shows arrived at 7:01 which never happened, the call went unfilled. no contact by aaa of status in anyway. the complete worst experience of any service related call. i was roped into an annual membership which they have setup on auto pay..

      Business Response

      Date: 09/28/2023

      HELLO

      ACCORDING TO THE MEMBER'S ADD 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:09/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      (WATER DAMAGE TO SUB***** FROM 1ST ***** SHOWER, VIEW OF DAMAGE WAS OBSTRUCTED DUE TO THE **** **** WAS USED AS A STORAGE FOR STACKED **** AND MATRESS'S)I FEEL YOUR TEAM HAS FAILED TO REALIZE THE **** WAS DAMAGE VIEW OBSTRUCTED AND YOU OR I WOULD HAVE NOT SEEN THE DAMAGE . THE ONLY REASON THE DAMAGE WAS FOUND WAS TO DUE TO THE **** THE STEAM SHOWER BOILER HAD TO BE REPLACED AND THE OBSTRUCTIONS WERE THEN VISIBLE. WHEN **** WAS CLEARED YOUR TEAM GRANTED SAW THE PICTURES AND DAMAGE WITH OUT OBSTRUCTIONS.******************* THE INSPECTOR SAW THE **** AND MATTRESSS THAT BLACKED THE ****.EVRY THING WAS REMOVED WHERE THE PICTURES WERE TAKEN/ THE WATER STAIN WAS ABOUT 2 FEET ROUND AND NOWHERE NEAR THE ***** **** TO BE SEEN IF YOU WALK BY. I WOULD ASK YOU POLITELY TO RE EXAMINE THIS CASE.I JUST WANT TO BE TREATED FAIRLY , IN THIS CASE , THE OBSTRUCTION ****OR IS NOT BEING TAKEN INTO ACCOUNT.I DONT HAVE XRAY VISION AND THE INSPECTOR WOULD NOT HAVE IF THE **** AN D MATTRESE WERE IN PLACE PLEASE RE EXAMINE THIS MATTER. AND TAKE THE OBSTRUCTION OF SIGHT INTO THE MATTER.ESTIMATES //AAA CLAIM# ********* // PICTURES OF PROPERTY ************************** 23 YEAR MEMBER OF AAA AUTO AND HOME INSURANCE / YEARLY TOTAL PREMIUMS $7500.00

      Business Response

      Date: 09/27/2023

      HELLO

      THIS COMPLAINT IS BEING INVESTIGATED. A RESPONSE WILL BE SENT TO THE CUSTOMER BY **********.

      AAA

    • Initial Complaint

      Date:09/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      AAA left me hanging on there different occasions. On each of three occasions **** left me with no service on the side of the road for more multiple hours including in freezing temperatures and one time they failed to show completely. When I finally got a hold of them they said they were busy and not coming. The most recent time they lied to be multiple times and gave conflicting info or no info at all.

      Business Response

      Date: 09/25/2023

      Hello BBB.  This member's address is ** 03862.  If so, please use www.aaa.com to find the correct auto club and re-direct this inquiry to *********.  Thank you, AAA-************* Group

    • Initial Complaint

      Date:09/21/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      VETERAN. When I went months ago to the local *** office to apply for auto insurance I specifically requested for the monthly policy payments automatic deductions from my bank account on the 1st of each month when my military retirement pay comes in. For months there has been no problems with my payments. Four days ago I received a notice of cancellation due to non-payment of premium including a note that stated that the *** would be notified that I do not have insurance. I have tried to contact *** by phone but they are hard to get through to so I sent 3 email messages to the *** customer service but have received no answer though they state they will answer my message within two days. I can't operate my vehicle without active auto insurance, I need my insurance. *** POLICY IS THAT THERE IS A 31 DAY GRACE ****** ON LATE PAYMENTS. All I want is for the *** to honor the 31 day GRACE ******, put my auto insurance policy active as it was, not send that notice to the ***, and give us time to find out what happened to my payment that was supposed to automatically go from my bank account to the ***.

      Business Response

      Date: 10/06/2023

      HELLO

      ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN NM WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.

      THANK YOU!

    • Initial Complaint

      Date:09/19/2023

      Type:Billing Issues
      Status:
      Answered
      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 bank account was hacked on 8/4 of this year. It has been a nightmare. I went ahead and changed my acct and added to my car insurance Progressive. I just called them because they are charging me a a $***** late fee. I called to let them know what happened and was told that the *** agency will not return the late fee. Its not about the ***** dollars per say, but how are you going to charge a late fee when i changed the date for the 20th and added the new account. I have been with them for 3 years. First time it was late due the circumstances. **** should be ****** and they are charging me $97.49. Not sure of which address to put. This is their number **************.

      Business Response

      Date: 10/19/2023

      We have reviewed the information related to the ********************* Policy issued by **********. Please note the provided policy number is not an active policy, however we did locate the current, active policy.   On 9/21 we received a request from the insured to update the bank account information, change the installment due date, and waive the $10.00 late fee.  On 9/21 we indicated to our insured that the installment due dates change would be effective in November.  The late fee was waived at the insured's request and the $10.00 has been removed from the balance.  On 9/21, with the updated bank account information, a discount was reapplied for enrolling in Electronic Funds Transfer,  The remaining installment payments on the policy were reduced based on the reduced premium with the added discount.  

    • Initial Complaint

      Date:09/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      the following is a letter i sent to AAA corporate for negligence, abuse and extremely poor service-I am a member of aaa and have been subject to employees damaging my vehicle, harassment and verbal abuse from your customer service management, refusal of service from a roadside tech, on services Ive already paid for as a member and phone representative, whom was cordial and listened to me told me it was agreed and service was on the way at no charge to me. ****** arrived and attempted monetary extortion, (his response to every question or requestion i had was; "how are you paying for this?"),called his dispatcher and suddenly drove away without explaining. Upon calling aaa, **************** manager literally screamed at me, condescending, ****** and abrupt and denied making right on what previous rep agreed upon. Initially, technician attempted to service the evening before but in doing so stripped the nuts on my wheels, rendering my vehicle immobile, impossible to operate then left without offering me options.extremely unprofessional. *****************

      Business Response

      Date: 09/18/2023

      Hello BBB.  The location for this person is listed as *********, **.  If so, please use www.aaa.com to determine the correct auto club for this inquiry, as this location is not within our jurisdiction.  Thank you, AAA-*******************

    • Initial Complaint

      Date:09/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 September 14, ********************************************************************************** the van. He was driving late at night in ********** ********. The member service person he spoke to stated we do not have an account. He provided both my phone number and his phone number and she again told him we did not have a membership. I called the next day and provided my phone number and the person pulled my account up immediately. we have had a membership for the past five years and weve paid for it. And when my husband needed assistance, he was denied. As if this wasnt bad enough, I called to file a complaint with a supervisor. I was transferred from member services to roadside assistance back to member services And no one helped me. No one even asked me if they could transfer me. They just said Im transferring you now and transferred me. I asked multiple people to speak to a manager with no response. I was told the manager would call me back and it never happened. I am considering hiring a lawyer , as this is completely not acceptable. We paid for a service you promise to provide, and you did not provide it, and youre not willing to even speak to me about it.

      Business Response

      Date: 09/18/2023

      Hello BBB.  The address listed for the person making the inquiry shows *********, ** 18235.  If so, please use www.aaa.com to determine the correct auto club since this location is not within our jurisdiction.  Thank you, AAA-************* Group

    • Initial Complaint

      Date:09/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a Plus Member of AAA ******** for 17 years and NEVER have I experienced the lack of service as I received, or lack of service. I called on Friday evening,September 15, 2023 as I was leaving work and discovered I had a flat tire and called AAA to tow my vehicle from my place of employment in *******, **** to ***** where I live(less than 50 miles). They said it would be at least 6:00am Saturday before they could get a tow truck to assist me. They called me at 7:00am asking me if I still needed service. I called and made a second service request at 10:13am Saturday morning, September 16, I drove from ***** back to ******* , ** and waited another 5 hours, only to be told they could not get a tow truck until Sunday or Monday morning to tow my vehicle to *****. I was So Frustrated at this point, I cancelled my service request and called my grandson who was able to get my vehicle from ******* back to *****. My husband used to work for a towing company years ago and he travelled extensively on service calls. I just cannot believe there was not 1 tow truck available in ******** or **** within 50 miles of my home to get my vehicle back to *****. Needless to say and due to the lack of service AAA was not able to provide I WILL NOT be renewing my membership with AAA again.

      Business Response

      Date: 09/18/2023

      We spoke with ******************* on 09/18/2023 via telephone and the matter was resolved to her satisfaction.

    • Initial Complaint

      Date:09/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Monday July 21 I broke down and called for roadside assistance. I waited for 5 hours with no response from AAA as to when A tow would arrive. On my last call I was told I could call another tow service and I would be reimbursed. I did so and sent in all the info to get my refund. It has been almost 2 months and I have seen nothing. I paid $275.84 to get towed on top of waiting 7 hours. I have been a member since **** and expected more from your company. I would like some communication as to when I can expect my money. My payments to you are never late.

      Business Response

      Date: 09/18/2023

      We spoke with ************** on September 18, 2023, via telephone and we are working with our member to reach a resolution. 

    American Automobile Association is NOT a BBB Accredited Business.

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