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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:12/06/2024

      Type:Order 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 12/6/24, around 12:15 am, I submit a request to *** needing to be winched out of some sand that I got stuck in. Within about 25 minutes, a truck driver came out, assessed the situation and said he couldnt do it with his truck but to call AAA and speak with a ***resentative and tell them to send it back through dispatch so they could send a tow truck that is independently contracted to get me out. He said he sees it all the time when hes unable to help. So I called ***, the ***resentative noted what happened and sent it back to dispatch. An hour goes by and I havent heard anything. So I call again. Another ***resentative answered, I explain the situation, she said she saw all the notes and apologized for the delay but would have dispatch call me. Okay, no problem. ANOTHER hour goes by, no call or update of any kind. I call AGAIN. Another ***resentative answered and said dispatch hasnt been able to find a truck capable of reaching me but would have dispatch call me. Two more hours go by, and nothing. I call yet again. This time, the ***resentative I speak with reviews my request and tells me that they cant cover it and that Id have to pay out of pocket for another company to winch me out of the sand. So youre telling me that a AAA tow truck driver and 3 different ***resentatives over a span of 5 hours couldnt tell me that? The *** then transfers me to *************** where the lady said there was nothing she could do. Again, this was 5 hours and 4 different phone calls that I had to make because no one was contacting me. I then had to call around to find someone to help me and had to pay $200 out of pocket but yet he was there within 45 minutes of my phone call.

      Business Response

      Date: 12/09/2024

      Attempted to contact member multiple times but no response. If the member replies, we will address their concerns.

      Customer Answer

      Date: 12/10/2024

       
      Complaint: 22648902

      I am rejecting this response because: I received ONE phone call from AAA on 12/6/2024 to which I called back the same day but there was no answer. I have not received any other calls from them since. I called again today around 9:30 this morning and it was sent straight to voicemail. I left a voicemail but have received no response since. 

      Sincerely,

      ****** *****

      Business Response

      Date: 12/11/2024

      We spoke with the member today on 12/11/2024 and have resolved the matter with them.

    • Initial Complaint

      Date:11/15/2024

      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.
      11/14/24 @ 8 PM. I had a flat time. When I called every number on the card, ALL said out of Service.WHY?

      Business Response

      Date: 11/26/2024

      We spoke with Mr. **** on 11/26/2024 via phone and this matter was resolved. 

    • Initial Complaint

      Date:11/11/2024

      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 May 20, 2024, I have file a claim, because my tenant complaint of water pouring like a rain on downstair kitchen. A letter has been sent to me that claim has been open on my policy located on ********************************************Later that day, ****** ******* on behalf of ******* ****, regarding claim number ************. If it is pouring like rain on the first level kitchen ceiling, then the leak must come from the second level floor. And, Ms ***** promised to get American Leak Detection. Initially, *** has sent on May 22, for *** to make initial repairment, and estimate. They told me that it will take a week to dry up the inside on the kitchen ceiling. They only have blower to the ceiling only. But second day, they made me sign a paper, said that they have completed the project. Which is a misrepresentation of their work.On May 31, Ms ***** proposed a payment of ******. but failed to contact American Leak detection to find where was the leak. When, American Leak detection came, they can still find moisture on the drywall, kitchen ceiling and second floor bathroom floor. MORE THAN 2 WEEKS AFTER THE INCIDENT.When I have raised the question, and disputed with Ms. ****** she send out another inspector ***** ****** ON JUNE 18 and told the inspector DO NOT MAKE ANY ESTIMATE ON THE SENCOND FLOOR. Later I found out after I spoke with ***** ******* He said he does not know why Ms. ***** does not want him to make estimate on the second floor. But since he is working for ***, he just follows the instructions that were given.The second proposed payment was even less than the first one, now it is ******. for which *** never paid for this ******** total loss is about ******** that was out of my pocket. Invoice included. This has not include the lost in rent.What Ms ***** has done is deceptive, illegal, and malpractice. I demand to have my lost fully paid, otherwise further complaint will be sent to higher level.thanks for your attention

      Business Response

      Date: 11/12/2024


      HELLO,

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


    • Initial Complaint

      Date:11/01/2024

      Type:Sales and Advertising 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 began a new auto insurance policy with this company in late July. Evidently, in September, an automated payment was debited from my account but somehow the payment was reversed which could possibly have been computer error related. I was not contacted by phone or email to alert me that my payment had not gone through. Because of family health issues, I was not in the state when the cancellation of insurance was received by mail. I called in late October to add a new payment method only to learn that my policy had been canceled. Had I been contacted directly, this problem could have been avoided. At the present time, my insurance policy has been cancelled and my car registration has been suspended. Due to Hurricane ******, I'm still waiting to return to my home state to find alternative insurance. I have paid the outstanding balance, but have not received a new policy. This has placed me in a difficult situation that could have been avoided. My hope is that no one else has run into this problem. Any help would be greatly appreciated. Thank you.

      Business Response

      Date: 11/01/2024


      HELLO,

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

      AAA

    • Initial Complaint

      Date:10/25/2024

      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.
      I am writing to urgently address errors on my credit report caused by the unauthorized sharing of my personal information with credit bureaus, leading to considerable financial and emotional *********** outlined in 15 USC 1681 Section 602, I have the right to privacy regarding my financial data and expect it to be kept confidential.Furthermore, according to 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account information without my explicit consent, which I have not given.The inaccuracies related to AUTOMOBILE CLUB have negatively impacted my financial situation, and I request immediate correction.Additionally, please be aware of 15 USC 1666(b), which prevents creditors from reporting credit card payments as late under specific ****************** are my account details for your reference: Account Number: ********I request an immediate review of my account and correction of these inaccuracies in compliance with federal law.Failure to resolve this promptly may result in legal action. I expect your quick response and resolution.Sincerely,****** ********

      Business Response

      Date: 10/25/2024

      Hello: Based on the member's address this appears to be an issue for the auto club in ********** and not us. Please use *********** to determine the appropriate auto club. Thank you, AAA-The Auto Club Group  

    • Initial Complaint

      Date:10/18/2024

      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.
      ********* is playing the infamous game of tag. Calls me up I call right back he's not there calls me back I'm not there because I'm driving and I don't pick up the phone when I'm driving this is not going to keep happening I know the games you play and I'm not going to play them with you I'm just going to start filing legal actions and complaints against your agents

      Business Response

      Date: 10/21/2024

      We are not quite sure where to direct this inquiry. If it is related to a ******** Facility in *******, please contact the facility's management to discuss your concern. The phone number is ************. Best regards, AAA-The Auto Club Group

    • Initial Complaint

      Date:10/16/2024

      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.
      Had problems with zgent, lies, makes promises he does not keep,made us ho through reall nothing weve e rr dealt with. . Then we hear nothing until *** policy is canceled.Despite no claims and it automatically comes out of our accounts? Did not want to deal with this cocky immature agent again, so my wife drove to Swansee only to gave them tell her, after belittling her and laughing and rolling their eyes . Sent her another on all agent who said leaggaly they do not have to notify us of anything, I elected to have it taken out of my account ts so it would be easier and w as s guarented any changes to my money being withdrawn would be known ahead of time, it changed several *** e s with no warning. My application never got corrected. They say ***** ***** didn't pay the money in time, wellsfargo blames them and our home insurance raised despite everything Como g out automatically? I liked aaa when I gad it de adds ago but there are no longer any agents I can use, they refuse to switch agents for me. I triedco plain g and alerting g them jm leaving, I have a choice, they always lead back to the agent ifrankly do not trust. It says you xanfile a complai t but yiu cannot without reaching yiur agent and they stop you there,sorry about the misspelled

      Business Response

      Date: 10/17/2024

      Hello,

      We are unable to find this customer per our records. Can you please provide a policy number so that we can make sure this belongs to our company?

      AAA-Auto Club Group

    • Initial Complaint

      Date:09/18/2024

      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.
      Upon returning to my ******* home, my 2022 ****** Sienna would not start. The dealership advised calling ****** Roadside Assistance. They sent a representative of AAA who unsuccessfully attempted to jump-start the car. Later, the car was towed to the dealership where they claim AAA damaged a component of the car and refused to cover the repair cost under my warranty. AAA responded by saying they needed to investigate the damage claim. AAA refused to indicate what this investigate entails, how long it will take or what the outcome might be. That leaves me, the customer, without any means of transportation. This puts an undue hardship on the customer. AAA should advance the cost of repairing the car while their liability is determined. If it is determined they were not liable for the claimed damage, they can recover the cost from the dealership,

      Business Response

      Date: 09/19/2024

      Based on the member's location in **, please use www.aaa.com to determine the auto club for this inquiry. We, The Auto Club Group, do not serve AZ. Thank you.

      Customer Answer

      Date: 09/19/2024

       
      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:09/09/2024

      Type:Customer Service 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.
      Requested service for lockout and 2 different towing request. All 3 times no one showed up after waiting for several hours. I call the number only to be told someone was on the way but never showed up. I had to call another service provider. After a few days I call corporate office and was told all they could do was provide a discount on next years renewal. I don't want to do business with someone who can not provide a service when requested.

      Business Response

      Date: 09/10/2024

      HELLO,

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

      AAA

    • Initial Complaint

      Date:08/31/2024

      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.
      Date: 8/29/2024 Time: 8:30pm Business: AAA Roadside Assistance Nature Of The Incident: Theft By Deception and Fraud. I was having trouble starting my car. When I called AAA Roadside Assistance, they gathered my information and told me it will be a $60 charge. Then obtained payment from me via debit/credit card over the phone. When the driver arrived he told me he would test the battery and that a jump start will be $20 cash only. Something didnt seem right about this. Then the driver appeared to be trying to hustle me for other services that I didnt need at the time. I only needed a jump start. After getting my car started, I spoke with the driver about the extra charge. He claimed he doesnt know why they entered it as a battery test service only and the jump required an extra charge. I didnt have cash so I used cash app to pay him. After I called AAA Roadside Assistance and spoke to a supervisor, she informed me that it was WRONG for that service driver to charge me for a jump start. I shouldnt have paid any extra charges. While on the phone with AAA, they spoke with the shops owner. The shops owner spoke to the driver. Then the AAA supervisor said the driver said he suggested the extra charges as a tip, which is a lie. I feel that I was taken advantage of and violated. To this day, I have not heard back from AAA or the Shops owner.

      Business Response

      Date: 09/03/2024

      We will not be communicating any further with this customer as they have threatened physical violence to our driver. This was done on a recorded line and they also sent in a survey stating "I am capable of exacting some measure of revenge which will be horrifically violent, someone is going to pay dearly!". We take these threats very seriously and will no longer do business with customers like this. 

      Customer Answer

      Date: 09/03/2024

       
      Complaint: 22224032

      I am rejecting this response because:

      I would like a full refund from the business. 

      Sincerely,

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

      Business Response

      Date: 09/04/2024

      Our investigative department will determine the outcome of the membership.

      BBB - this matter is closed and we will not communicate any further with **************** due to the physical threats he has made against our employees. 

      Customer Answer

      Date: 09/07/2024

       
      Complaint: 22224032

      I am rejecting this response because: I would like to be refunded the money I should not have had to spend. 

      Sincerely,

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

    American Automobile Association is NOT a BBB Accredited Business.

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