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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:05/07/2023

      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.
      So let's start this off by saying I'm an active platinum member of AAA. My last 3 service requests have been a lot of PAIN and AGONY.My first most recent tow had my truck sit at a random gas station in the hood with the key in it. They said they'd be there within 2 hours. Truck sat there all night never got towed to the shop till the next day 2nd tow call I recently did they had 2 providers say job was complete and I got a phone call from repair shop that morning stating the car hadn't arrive although on AAA side they say it was complete. Again car sat there for 24 hours in a public parking lot potentially To be towed by somebody else for overnight parking.The 3RD and most recent tow I called in yesterday 5/6/23 at about 430 pm. Here we are 5/7/23 230pm still waiting for tow... ridiculous. About to cancel my subscription and write the truth about this trash company ALL over the internet.

      Business Response

      Date: 05/12/2023

      We spoke with **************** on 05/12/2023 via telephone and the matter was resolved. 

    • Initial Complaint

      Date:05/01/2023

      Type:Product 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 have been a member of AAA for several years. My motorcycle broke down and I called AAA for roadside assistance on 4/30/23 at 3:43 pm. My service request # was *****. I waited... and waited... and at 5:27 pm I finally received a text from AAA stating that it had been assigned to a technician. I clicked on the link to find out the ****** and it said 10:27 pm. That's SIX HOURS AND FORTY-FIVE MINUTES after I called them for help. This is beyond unacceptable. I ended up having to PUSH MY MOTORCYCLE BY HAND FOR OVER AN HOUR to get home. If I had any idea that I would have to sit on the side of the road for SIX HOURS AND FORTY-FIVE MINUTES before AAA would send help, I never would have joined and paid for their service. This is a failure to provide the service that I signed up for. I would like, and I expect, a full refund for all membership fees paid to AAA for the entire previous year. No customer should be expected to pay for this terrible of service.

      Business Response

      Date: 05/05/2023

      We spoke with ****************** on May 5th, 2023, via telephone and we are working on resolving the matter directly with him. 

    • Initial Complaint

      Date:04/27/2023

      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 purchased the top of the line road side service through AAA and each time I called they were unable to find anyone to come and pick me up or tow my vehicle. On 2 occasions they said someone was coming then they canceled saying they don't have any drivers. On another occasion they simply never showed up! I truly need my money back seeing that they were never able to service my complaint they promised they could do at the time I purchased their service.

      Business Response

      Date: 05/01/2023

      We spoke with ************** on 05/01/2023 via telephone and are working diligently to resolve this matter for her. We will provide an additional update once we have closure on this case for **************.

    • Initial Complaint

      Date:04/22/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 needed roadside assistance for my daughter's car. Is on my account. We started at approx 1 pm CST today. After a number of calls thru out the day and veing told atleast 4 separate time that a truck is in route they never showed. It has been over 7 hrs now. I want my membership refunded for the entire family not just mine since the did not provide the service. They lied multiple times throughh out the day and never provided the towing service that I purchased and am entitled to with my paid membership. I will never use them again .

      Business Response

      Date: 05/12/2023

      We have attempted to reach **************** on 05/08/2023, 05/11/2023 and 05/12/2023 via telephone but have been unable to reach him to resolve the matter. In the event he contacts **, we will resolve the matter directly with him.

      Customer Answer

      Date: 05/13/2023

       
      Complaint: 19971034

      I am rejecting this response because:  I have attempted to contact Ms. ******* (spelling maybe incorrect) at the ************ which she provided over 10 times this week and they never pickup the phone.  There were at least 4 attempts on the 9th, two on the 10th and then two more on the 11th.  I don't have time to keep chasing this person around.

      If she leaves me a number to contact her than I expect to be able to reach her at the that number since time through out the day and during the week however that is not happening.  I believe that this is yet just another ploy on AAA's end to mislead and misrepresent their lack of customer service and commitment to resolve this issue.  I have all ready stated in my request that I want my membership fees returned to me and my membership cancelled.  I should also be compensated for the wasted time both my daughter and I spent on the phone attempting to get a tow truck.  That was more than 9 hrs of time. 



      Sincerely,

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

    • Initial Complaint

      Date:04/19/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 very disappointed with AAA. Ive been a customer for 8 years and have had to use them a handful of times. On 4/16/23 around 11:30-12:30 we submitted a request for a tow on our vehicle. They originally quoted ** about a 90 minute wait. Once the timer went off, we contacted AAA and they said a tow was in route. Did not hear anything for hours until we called again. They told ** a vehicle would be in route again and estimated around 4-5:30pm. Nothing. No call, no update, nothing. We call again, get quoted a few more hours, they did apologize and say they were behind. They told ** a few more hours after that previous quote. We call again around 9 and they said they were unable to send someone out. Why were we never contacted if nobody was able to come out? Why were tow trucks in route to ** but for whatever reason, did not come through? The following morning we submitted a new claim. There was a few hour delay but they did get our vehicle. We requested a tow to a nearby dealership (0.7 miles away) and we tried calling around to car shops and changed our mind to take the car to another shop. The tow driver just put our car down and he said he had to call his dispatch. According to dispatch, since the job was done, they could not tow again. This was so defeating. It was only a 0.7 mile tow and he just put the car down and he was unable to take our car to another shop. We now had to hire a tow company and we are out $160. I wish we did not renew our AAA membership. We were delayed over 10 hours on Sunday for a tow without any follow up and somehow by the end of the night there was no more tows willing to come out. Im glad we have another car so I was able to pick up my spouse but this was so inconvenient. This is not how any customer should be treated.

      Business Response

      Date: 05/04/2023

      We have attempted to reach ********************** on April 19, 2023, May 1, 2023 and May 4, 2023 but have been unable to reach him to resolve the matter In the event they contact ** we will resolve the matter directly with them.

      Customer Answer

      Date: 05/10/2023

       
      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:04/17/2023

      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.
      My car broke down in a church parking lot dead battery and unable to shift called AAA road service at 830 am,first they sent a technician to test my battery which I waited an hour for the tech to arrive , the tech said he would get a tow truck to me and he didnt . So I had to call for the tow myself . First they told me 12:13 pm and no show , every time I called AAA they gave me a later time and said they were calling providers . I talked to about 13 very unhelpful people who didnt solve my problem . At 830 pm I talked to another representative and she told me I can leave the car for them to tow it to my auto shop . Without me being there . I had spent to good part of 12 hours waiting for a tow . Finally a tow arrived at 845 as I was home and called me . 12 hours for a tow is unacceptable, and this was a paid tow because they said I used up my 2 free tows . I will not renew my AAA . They are not worth it . They wasted my whole day and the representatives were not helpful at all . This was in peachtree cornered GA today on the 17th of April .

      Business Response

      Date: 04/25/2023

      We spoke with ************************** on April 24, 2023, via telephone and the matter was resolved.

    • Initial Complaint

      Date:04/14/2023

      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 should be allotted another service turn because it has been over 5 hours and I have no one to service me as of yet.

      Business Response

      Date: 04/14/2023

      We spoke with *************** on April 14, 2023 via telephone and the issue has been resolved.

    • Initial Complaint

      Date:04/11/2023

      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.
      Damage claim Road side assistance filed more than 4 weeks ago and no resolution from A manager as per many requests!!!

      Business Response

      Date: 05/05/2023

      We spoke with Ms. ************* on May 4, 2023 via telephone and we are working with our member to reach a resolution. 

    • Initial Complaint

      Date:04/10/2023

      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 writing in a complaint regarding a service call that I placed in today. I called in to have my vehicle towed to a repair shop at 12:22 and was told that the tow truck would arrive between 60 to 90 minutes from that time. After 5 hours of waiting I called and cancelled my request and used ******************. This is completely unacceptable. People are paying this company for their services and being left to wait for hours on end. The several times I called I was told it would be another hour and then following that no one had an updated eta for my tow. To take money for membership and not provide service is fraud.

      Business Response

      Date: 04/11/2023

      We have attempted to reach ************************* on April 11, 2023 via telephone/email but have been unable to reach her to resolve the matter.  In the event she contact us, we will resolve the matter directly with them. 

      Customer Answer

      Date: 04/12/2023

       
      Complaint: 19919373

      I am rejecting this response because:

       

      My personal telephone number is on file with the company. I called 8 times on the day I requested service and gave my phone number each time I called that day as well. My cell phone number is *************. 



      Sincerely,

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

      Business Response

      Date: 04/25/2023

      We spoke with *************** on April 25th via telephone and the matter has been resolved. 

    • Initial Complaint

      Date:04/07/2023

      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've had AAA from I have had AAA from **** until 2014 and again from 2020 till 2023 I was just informed that because I had to call them three times last year because of a bad battery not only did they not renew my membership on my auto pay but I can never get AAA again I mean what's the point of it if I can't get help when I need it

      Business Response

      Date: 04/11/2023

      *** - ******************* 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. 

    American Automobile Association is NOT a BBB Accredited Business.

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