Complaints

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

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  American Automobile Association

  14539 S Military Trl STE A Delray Beach, FL 33484-3799

• 

  American Automobile Association

  15739 Pines Blvd. Pembroke Pines, FL 33027-1207

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  American Automobile Association

  1610 SE Federal Hwy Stuart, FL 34994-3910

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  American Automobile Association

  4800 N University Dr Lauderhill, FL 33351-5746

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  American Automobile Association

  9123 N Military Trl Palm Beach Gardens, FL 33410-5990

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:06/10/2023

  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.

  06/10/2023 This morning started great at 9am when I needed a tow truck for my car. I have been on the phone today with 15+ agents that were all incompetent and werent able to understand simple directions. The only thing I asked for was a simple tow truck and for some reason every single agent did not understand that request. No matter how many times I made it clear, it never got anywhere. I have been waiting 10 hours for a simple tow truck and no one seems to even understand that. I feel like I am speaking to incompetent 9 year olds that cant comprehend simple English. I really dont understand how Triple AAA is still in business and I will not be working with them in the future. They are now loosing 2 happy customers because of the lack of customer service and unwillingness to help. Its been a complete waste of a Saturday *********** all week and it is my 3rd Saturday trying to deal with this before my mechanic closes at 5

  Business Response

  Date: 06/30/2023

  We have attempted to reach ********************** on June 27, 2023, June 28, 2023 and June 30, 2023 via telephone 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

  Date:06/10/2023

  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.

  Last week our son (who is also a member of AAA) had a single car incident during which a part holding his wheel to the axel of his car broke causing him to spin around on the interstate (I-840). Fortunately his car landed in the median with no one injured, although it was terrifying. This happened around noon last Thursday. He called AAA for towing and after THREE hours was told that AAA had sent the tow truck to a wrong location. He then was told another tow truck would be sent but his car was not picked up for towing until 6 PM a total of almost SIX hours delay. Since we pay for the premier service we expect better service than this! Our son was able to get a ride from the scene of the accident but had he not been able to do so he would have been in 90 degree heat for those six hours, which would have been dangerous to his health. This is simply NOT acceptable! Earlier in the year we had a flat tire and again had to wait for service almost two hours, so these long wait times seem to have become the norm for this company. The problem with AAA seems to be that whoever takes the call for service is someone from a call service who does not know the area. That person then randomly chooses a provider and these services are typically not in any remote proximity of where the roadside assistance is required. Their call center and system simply have degraded to the point that we are seriously considering stopping the membership, although we have been members for the past 23 years. We not only want an APOLOGY for shoddy, slow service but we ALSO want to know what they are going to do moving forward to improve their service or else it is of no benefit to us to keep membership in AAA.

  Business Response

  Date: 06/26/2023

  We have attempted to reach ******************* on June 26th, 2023, via telephone/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

  Date:06/06/2023

  Type:Product 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.

  Called in to AAA to cancel my membership , the gentleman helping me said that I should have gotten a renewal statement in the mail, I told him that I didnt receive one and he didnt believe me, I told him I get what I consider junk mail from AAA but never the less wanted to cancel! He never asked me why what could he do to change my mind. My membership with AAA is canceled but AAA will not refund my money until 15 busboy days ? Really? I called AAAand ****** told me that was company policy! I asked her why and she didnt have an answer. AAA everything is done on computers these days and you are holding my $75.00 hostage for 15 business days ! My account has been cancelled, its not like you are printing me a paper check to be mailed to my address, I just dont understand and AAA you need to do better. All companies I have ever had to deal with was able to credit with 1 or 2 business days! You are a big company do better.I want my money refunded now.Thank you,Honey. ******

  Business Response

  Date: 06/21/2023

  Refunds take up to 15 business days to process, per company policy. Membership was canceled on 06/01/2023 and was refunded on 06/16/2023.

• Initial Complaint

  Date:06/04/2023

  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 at 8:37 pm to get a tow for my van to my residence it's now 12:27 am and when I called for the fourth time I was told that a tow truck has not been assigned to me and there is nothing they can do, I was with my young daughter stranded in a parking lot I am very upset and I am pulling my membership.

  Business Response

  Date: 06/29/2023

  We have attempted to reach ***************** on 6/26 and 6/29 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:06/02/2023

  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 had my AAA membership since **** in NY then when we moved to ******* AAA told us we need to get a ******* membership but without any disruption I have been a loyal AAA member of AAA for over 30 years. June 1,2023 I received a letter of mon renewal effective July 1, 2023 because of disproportionate use of services see letter that I uploaded. I called the number on the letter ************ and I was told that I cannot speak to a supervisor and that because I do not have any otherservices that they offer car, auto, or life insurance that it is not cost effective for my membership to be renewed and that I can review the handbook [which I have never received] that AAA reserves the right to cancel memberships at any time for any reason and without notice so I was told that I am being given notice of 1 month to find an alternative which I was told AAA didn't even have to provide to me. I was told that this is a final decision that cannot be disputed. I cannot believe that any business can do this to a loyal customer of over 30 years which began in NY. This shady business practice should be a warning to others and AAA should not be allowed to conduct business in this way if a customer is a member of an auto club the customer should not have to purchase additional services in order to remain a AAA member when this NEVER WAS THE **** FOR TGE 30 YEARS THAT I HAVE BEEN AN AAA MEMBER THIS IS BEYOND BAD BUSINESS PRACTICE AND I SEE THAT AAA HAS A CURRENT F RATING THIS BUSINESS NEEDS TO BE PREVENTED FROM DOING THIS TO LOYAL CUSTOMERS OF OVER 30 YEARS

  Business Response

  Date: 06/21/2023

  *** - ******************* reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the *** Membership Handbook, which states: Your annual *** Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.
  
  Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed. 

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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.

  Account # ************************************ I did not authorize an automatic credit card payment. My account does not renew until July 1st yet my card was charged $100 today. No billing was received, no email was received. There is no way to alter the automatic credit card payment status noted in my account. There is no way to contact online and I've been on hold for more than half an hour. changes need to be made so you can edit.

• Initial Complaint

  Date:05/31/2023

  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.

  AAA is the worst service ever. Ive had the service for years but Ive never used it. The day I decided to use it was a complete and entire mess. The customer service representatives are beyond rude and act as if its your fault you need roadside assistance. My car was not drivable and was parked in a parking garage. After waiting 6 hours for a towing truck company to show up, they said they dont have the correct towing truck to get inside the parking garage and for me to drive the car down. I said thats a risk for an accident because the car is not drivable. The towing truck personnel insisted that I drive out of the parking garage. I told him Id have to drive the car very slowly at a risk of hitting other cars. He said okay h*** wait for me on the first floor out of the garage. Looking back at this situation, I shouldnt have listened to this driver. I proceed to risk my life while driving the car at 2mph. This took a total of 5 minutes. Now that Im safely downstairs with the car, theres no tow truck at sight. I proceed to call the tow truck personnel and he did not answer. I then call the towing company and again they did not answer. I called AAA letting them know about the situation. They proceed to blame me and said the company called them to say that theyve been waiting on me for 20 minutes so they left. I couldnt believe it. That was a complete lie. I tried to explain this several times to AAA representatives, but they all seemed ti just read off their notes, duding with the towing company. A waste of money and I had been with AAA for 3 years. Would not recommend, not even to my worst enemy.

  Business Response

  Date: 06/24/2023

  We have attempted to reach ************** on June 20, 2023, June 21, 2023 and on June 23, 2023 on ************** via telephone 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

  Date:05/15/2023

  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 April 13th, I called AAA a few times to obtain a tow. They advised me that they could not send a tow (car was flooded) but I could call a tow truck on my own, pay for it and then request reimbursement, which I was forced to do since I called a few times and was given the same answer every time I called.On April 27th (after car was at the Repair shop for a few weeks), I called AAA again to get my car towed back to my home from the Shop at *********************************************************************. I waited a few hours and when the Tow truck finally arrived, he spoke with me briefly and then dissapeared.I called AAA to complain (I spoke with Client relations) who documented the information incorrectly and ended up stating that the call was null because it was due to "flooding". Because of what this Client relation's person wrote I was left stranded at 10pm at night, in a very bad neighborhood, and had to go home with my "rental vehicle" and use UBER to take me back to my car, and had to drive it home (even though the Mechanic told me I should not drive the car or it would damage the engine further).However, I was forced to do this, because I couldn't leave the car in that very bad neighborhood.This event was never documented by AAA and every time I called them about this, they say: "well, we don't do flooded cars", missing the entire point, thanks to what the Client Relations' person wrote on my account, which was incorrect.There is more to the history, but too many details to write...

  Business Response

  Date: 05/15/2023

  We spoke with ********************** on 05/15/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for **********************.

  Customer Answer

  Date: 05/16/2023

   
  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:05/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 just canceled my AAA membership and I was told that I will not get a pro-rated refund. What I also failed to get was services in consideration for money paid. The roadside assistance does not show up, ****************** waits for the last second to find a homeowners policy, and I cannot get paid on a home insurance policy claim which has been outstanding for 190+ days.

  Business Response

  Date: 05/15/2023

  AAA memberships cannot be canceled mid-term. There are no refunds for membership as service is provided until expiration. This information is disclosed within our AAA Membership Handbook, which states: If you ask to cancel, your membership will expire without renewal at the end of the current term, but no dues will be refunded.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20057434
  
  I am rejecting this response because: Aaa cannot collect monies without providing a baseline of services outlined in the contact and consistent with its representations.  As such. And  In my opinion, i am of the perception your company may be engaged in fraud.    

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

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 car all of a sudden did not work I call and they sent out a tow truck from ***** for a tow. The Driver tested battery and advised me I need a new alternator and took me to a local repair shop. The repair show tested battery and said I did not need a alternator but a new batter. I paid for a new batter $205.00. Had the tow truch driver been competent and advised me correctly I would have had car towed to ******* where the battery was only $109.00. Not only I had to wait almost 4 hours for tow, but the I was given the wrong info that cost me about $100.00 more. member number *******************.

  Business Response

  Date: 05/12/2023

  Thank you for advising us of the members concern.  A CTS ticket has been created and we will have a Service Monitor contact the member. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20050867
  
  I am rejecting this response because: They are not even calling the correct phone number given ************ as given to BBB. I call get put on Hold. They send messages and one can not respond. Also when one calls customers we get advised of AAA sick employee calling in Policy changes, now they must have a written Note. 
  

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