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

• 

  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:04/04/2023

  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.

  Daughter was stranded late this evening with a nail in her tire. Was flat. Called AAA on our membership she is on it and they wouldnt help her. Told her I needed to be there?! I called when she got a ride home. Was asked multiple times while being transferred multiple times if calling from ****. I signed up in ** where my home is. Why does it reroute me to **** when corporate is a block away from where I live. First access manager hung up on me. Had to go through endless horrible customer service again just to get to another manager that wouldnt refund my membership but cancelled it. Thats stealing money from me. Im livid. Ive never used my membership. They are lucky my daughter wasnt hurt or there would be a lawsuit. Money hungry corporation that doesnt care about their customers. I want a FULL refund.

  Business Response

  Date: 04/11/2023

  We have attempted to reach ************** on 4/11/23 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:04/04/2023

  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.

  Called AAA at 5:30 pm because I needed car towed . And still no tow truck at 8:00 pm. They just keep telling me trucks on way .

  Business Response

  Date: 04/10/2023

  We spoke with ************** on April 10, 2023 via telephone and the matter was resolved. 

• Initial Complaint

  Date:03/27/2023

  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.

  Horrible horrible customer service. I was waiting for towing for 4 hrs and every time I called them they kept saying they were coming in 20 min or will call and update me soon. In the end the customer service agent told me I should have called my own towing company and submitted the receipt to them and they will consider for reimbursement.Ended up cancelling my tire appointment which was way over the time by then and AAA customer service said they could only say sorry and I wasnt happy with an apology they could do nothing.

  Business Response

  Date: 03/28/2023

  We have attempted to reach ************************* on March 28th 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:03/23/2023

  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 February 25th, I called for a tow because our spare tire blew on the way to get new tires put on my vehicle. It is a **** Saturn ********* They told me it would be an hour. An hour went by, and then I was told it would be another hour and that my daughter would not be allowed in the truck with us. SEVEN HOURS WENT BY. The tow truck company NEVER called us. My car was parked outside the garage of the repair shop despite me calling AAA and telling them they need to park it in a parking space. My bumper is now hanging off. I have scratches on my rims. My mirror. AAA did nothing to mediate, I was told today that they would not be repairing my car after having wasted my time getting two different estimates, (over a ***** each place) and sending the information to them. They said it was too old of a vehicle, that the tow truck company says they did not do the damage, etc. I feel like they are discriminating based on the fact that my car is old. It is paid for a reliable transportation. I dont have over a grand to put into fixing it. My family have been members for over forty years. We will ALL be canceling our memberships. AAA is not taking care of its customers.

  Business Response

  Date: 03/24/2023

  We spoke with **************** on 03/24/2023 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:03/01/2023

  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.

  Dates: Feb 28, 2023 & Mar 1, 2023 I have been a loyal and happy (until yesterday) AAA member for over 12 years, always raving about how wonderful they are & have referred many people to them. Yesterday, I put in a roadside assistance request for a tow. After over 2 hours with no further communication from AAA, I cancelled the request. Luckily my car was in my driveway. I put in another request this morning at 10:08 & was advised that it would be about 12:30. In my request, I was very specific about having a steep driveway that a flatbed tow truck would not be able to come up & requested a conventional pull behind tow truck. Around 11:45 I was given an update that it would be a 12:50 approximate arrival. I was ensured that I would be called and/or texted when they were on their way. I decided to leave work and head that way at 12:30 so I could be there a little before that to be sure I didn't miss them. Just as I was getting in my car, the driver called and said he was at my house. I did not get a call or text before that. When I got there I asked him when they were contacted by ******** showed me the request that he had only gotten at about 12:20. In addition, he had not been given any information about my driveway & came in a big flatbed, which he could not take up my driveway. I had a flat & damaged tire and still had to drive the car down the driveway. I have NEVER had this kind of experience with AAA & hope I never do again. I certainly won't be recommending them to anyone else!

  Business Response

  Date: 03/02/2023

  We spoke with ************ on 03/02/2023 via telephone and the matter was resolved.

• Initial Complaint

  Date:02/23/2023

  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.

  Called AAA at least 4 times from approximately 430p for service w repeated disconnects,or prompts. finally got a hold of a customer service representative and was able to request service. repeated asked if a tow or jump start could be done. told two separate "calls". opted for battery service. TECH very nice, considerate but when told of issue of car warnings, he was not willing to attempt jump. called back after returning home, placed another service call in: told wait 90 minutes to 2 hrs. 30 minutes after the 2 hr wait, called and the representative could not get hold of the tow company and neither could two supervisors. can put a new call service in the am. supervisor ostensibly in ********, info on how to file complaint confidential, no contact info for ** available, supervisor has no tow companies to call.

  Business Response

  Date: 03/01/2023

  We spoke with ************************ on 3/1/2023 via telephone and we are working with our member to reach a resolution.

• Initial Complaint

  Date:02/23/2023

  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.

  My wife and I have been longtime members at AAA. In the past we have found the service so good that we have carried and premium membership that promises us 3 200 mile tow services in a given year at no charge. In April of 2022 my car had a catastrophic transmission failure 130 miles from home. AAA took the call and told me it might be a couple of hours. After 5+ hors of waiting and calling I was forced to make other arrangements. I never got a call back from AAA. The times a called in to complain they told me that "long haul" drivers are not available.Yesterday my wife had a breakdown only 43 miles from home and re similarly had to make other arrangements. We never heard from a driver. This time a rep did call from AAA to check after 6 hours.This unacceptable behavior. We would klike Our membership fees refunded Our Membership numbers are :******************* 429 014 ********* 6

  Business Response

  Date: 02/28/2023

  We spoke with ********************** on February 28, 2023, via telephone and the matter was resolved.

   

  Customer Answer

  Date: 03/01/2023

   
  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:02/22/2023

  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.

  Im writing this complaint on behalf of my father, who has been a member with AAA for the past eight years that he could recall, maybe even longer. Over the past six months hes had an is*** with his vehicle, and he pays for a specific service through AAA that allows him to use up to 4 tows. Just yesterday my father received a letter, informing him that due to his usage which he pays for they are going to drop him in regards to no longer having the opportunity to be a AAA member ever again. If you pay for a service and you use that service, how does that cause a person from being dropped from that specific service is what I am inquiring about! I have never been so devastated that this is an American company and something like this could happen. I could totally understand if my father abused his privileges with AAA, which isnt the case here to necessarily be dropped, but the fact of the matter is when you pay for a specific service and you actually use that service nothing should be used to get dropped from that service. I wrote down below a desired solution to have the company contact me, but I also want them to continue to allow my father to be a member of AAA as hes done nothing wrong. The fact that you were discriminating against my father from actually paying for a service and using that service is completely beyond me. I provided documentation in regards to the letter in which my father received and his membership ID is on there If I am not contacted by the company and the desired solution is not rectified, I will go ahead and *** the company for discrimination against paying for service and using that specific service as I do not want to go down that route. The right thing should be done here.

  Business Response

  Date: 02/22/2023

  *** - ******************* 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. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19447120
  
  I am rejecting this response because Ive had my membership with you for over 5+ years and never ever used the services in which I paid for as much as Ive done over the past 6 months due to me actually using them for legit reasons. My vehicle broke down. In regards to a part breaking. The mechanic replaced it with an aftermarket and it broke again. Upon fixing it again I towed my vehicle to another place thinking the initial mechanic didnt know what they were doing but unfortunately would of cost me more so I towed it back over as I was under warranty. They eventually replaced the part with a factory part and as you can see havent had any sort of issues with needing to TOW or use the services. 
  

  If I used more tows then I was allowed I can understand potentially dropping me but when I use what I am allotted. I shouldnt be dropped!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/13/2023

  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 has failed to remove a falsified claim in my name. This false reporting has resulted in my auto insurance score decline, and increased rates, and has made it nearly impossible to afford a new policy elsewhere. The customer service to rectify the situation was terrible and has gone on for months with no resolution. The "accident" was reported on 6/17/2022 and I was not notified of why my rates were increasing until November 2022 and did not receive details surrounding this false claim until Dec 2022. I was told finally in late mid-January my name was removed but it is still being reported via CLUE. I am unable to get new coverage at the rates I'm now being quoted and the prices increase no more time passes without coverage. AAA has impacted my livelihood greatly to the point I am removing all products I have with them. I have provided a recent quote from another company and the letter AAA provided me but I am still being reported with the 6/2022 accident.

  Business Response

  Date: 02/14/2023

  HELLO

  THANK YOU FOR YOUR CONCERNS. PER OUR RECORDS, THERE IS NO CLAIM SHOWING REGARDING THE 6/2022 INCIDENT. I SHOW A LETTER OF EXPERIENCE WAS PROVIDED WHICH ALSO SHOWS NO CLAIMS. ***** NEXIS IS THE COMPANY YOU MAY BE ABLE TO CONTACT TO HAVE INCORRECT CLUE DATA REMOVED. CONTACT NUMBER IS ************** OR ************ TO SPEAK WITH A REP. 

  AAA/AUTO CLUB GROUP

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19399365
  
  I am rejecting this response because: while I have attempted to dispute with *********** & am actively trying to do so with Clue this doesn't change the lack of due diligence on AAA's part for reporting false info and ultimately leaving me in a situation where I am unable to afford decent coverage. I was told verbatim by agents when receiving quotes that the hike in my quote was a direct response from the accident AAA reporting on 6/17/22 since it's considered an accident in the past 3 years. The customer service at AAA was so terrible to even find out exactly what happened even after being a customer for years with several products through you all. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2023

  HELLO

  THANK YOU FOR YOUR CONCERNS. PER OUR RECORDS, THERE IS NO CLAIM SHOWING REGARDING THE 6/2022 INCIDENT. I SHOW A LETTER OF EXPERIENCE WAS PROVIDED WHICH ALSO SHOWS NO CLAIMS. ***** NEXIS IS THE COMPANY YOU MAY BE ABLE TO CONTACT TO HAVE INCORRECT CLUE DATA REMOVED. CONTACT NUMBER IS ************** OR ************ TO SPEAK WITH A REP. 
  

  AAA/AUTO CLUB GROUP

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19399365
  
  I am rejecting this response because: while yes an experience letter was provided, the information is still on my MVR due to AAA reporting false information tied to my name and license number. A dispute has been filed with Clue/Lexis Nexis and they are contacting AAA to resolve the dispute and informed me this could take 30 more days.

  The lack of due diligence on AAAs part has impacted me greatly in terms of finances and insurance. 

  No compensation, or resolution was offered. I have been persistent in getting this matter resolved and had to follow up numerous time with AAA to even receive the info and experience letter.

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

  Business Response

  Date: 03/14/2023

  HELLO

  AS STATED, THE PROCESS TO HAVE REMOVE WILL BE PROCESS BY ***** NEXUS, ONCE THEY DO THEIR INVESTIGATION. OUR RECORDS DON'T SHOW LOSSES BUT MAY SHOW ON MVR PRIOR TO AAA REMOVING. PLEASE WAIT TO HEAR BACK FROM ***** NEXUS. 

  AAA-AUTO CLUB GROUP

• Initial Complaint

  Date:02/12/2023

  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 requested a tow from AAA on Jan 24 2023 and my vehicle was damaged during the tow process. The tow driver put a jump pack to get my car off the tow truck flat bed and touched the 2 cables together and burnt my fuse and damaged the alternator. It has been 3 week now and no resolution yet. Tow driver did admit the he crossed the jump pack cable as I was right there to witness it. Neither AAA ir the tow company has given me a answer as of yet after 3 weeks of waiting. I have submitted a bill of $578 to replace the alternator and fuse that I had to pay to fix. Car as a result of negligence.

  Business Response

  Date: 02/27/2023

  We spoke with Mr. ** on February 27, 2023 via telephone and the matter was resolved.