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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:02/05/2023

      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 January 31st 2023 while my friend was driving my car we got a flat on hwy 212 near *********************************. She had AAA so she called to have a tow truck bring my car back home. When the truck arrived at my house my brother-in-law was outside to show him where to park the car. While getting my car off of the truck the driver completely destroyed my front bumper.

      Business Response

      Date: 02/09/2023

      We have attempted to reach ************** on 02/06/2023 via telephone and 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:02/03/2023

      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 a battery from AAA. After a month or so I was having trouble with my **** MB GLK 250. Some of the electrical components. When my back up camera failed, I brought it to the dealer. The dealer informed me that the battery was a safety hazard, the incorrect size and amperage. I bought a new battery from the dealer the car has worked fine since the last 60 days. I submitted the forms along with the dealer statement. No response.I've been on hold for two hours wh! They have a call back service that never works.

      Business Response

      Date: 02/03/2023

      We spoke with ****************** on 02/03/2023 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 ******************.

    • Initial Complaint

      Date:01/30/2023

      Type:Product 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.
      On 12/28/2022 my car battery died. I called AAA late that morning and was told AAA would arrive by 12:50pm. When the time came, no AAA appeared. I called and AAA automated system stated that it was trying to find tech. I texted one hour later and AAA told me no one would come so I had to fix battery myself which I did at great time loss and expense. I then filed a complaint with AAA headquarters CEO ***************, in ******** ******* on January 2, 2023 demanding the $208 refund for my expenses due to AAA breach of contract. and was given email contact with *************************** their lead service monitor. Despite my answering his emails, AAA has ignored me. They stole my membership money under false pretenses, they breached their duty of 24/7 roadside assistance and they added malice when they ignored all my email follow up with **************** *********************

      Business Response

      Date: 02/08/2023

      We have spoken with ************** on multiple occasions via e-mail.  We have offered to credit her membership dues plus installation expenses, but have not received an acceptance response from her to resolve the matter.  In the event she contacts us, we will resolve the matter directly with her.  

      Customer Answer

      Date: 02/08/2023

       
      Complaint: 18951005

      I am rejecting this response because: I stipulated to *** that I want a refund resulting from its breach of contract, as the law allows.  However, they will only give me a credit that also coerces me to using only their products and their affiliates, thus resulting in *** suffering no repercussions from its breach and instead profiting by self enrichment. Certified letter sent to *** 2/4/23 and no response forthcoming to date.. 

      This response to BBB by *** is deliberate obfuscation of the truth behind our negotiations which are ongoing. No one can break the law and profit from the victim's damages to avoid its legal duty. I am ***** going against the *** Goliath and it wants to crush the truth ie me.

      I wonder if *** told the BBB that this victim must buy only *** products as part of its "offer?" 

      Sincerely,

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

      Business Response

      Date: 02/15/2023

      We have attempted to reach ************** on 02/04/23 via telephone and email, she responded that she did not accept our resolution.  We are working with the *** National  Association office to resolve the matter with her.  

      Customer Answer

      Date: 02/16/2023

       
      Complaint: 18951005

      I am rejecting this response because: AAA first tried to reimburse my loses by giving me AAA credits. This was attempted unjust enrichment to coerce me into using their products and affiliates, which is not allowed by law for breach of contract.  AAA then told me to go through Venmo or Paypal to get my refund because they stated they could not send me a check. I refused because hacking and identity theft is well documented through these platforms, and AAA was not going to be allowed risk my good name.  I reminded AAA that I always pay AAA by check,  So AAA does deal with checks, but they just do not want to refund my money honestly.  I also offered to allow AAA to do an electronic refund into my bank account if they do not like checks or to mail me a **** gift card for the amount owed since they falsely deny using checks. My latest email to AAA was dated 2/11/23 and still no response. AAA also tried to cancel my membership. I refused. All I want is justice, namely the full refund I am owed. The day of the breach was a horrible experience, but the nightmare AAA is putting me through for this refund has been malicious. They are trying to bully me into submission but the law is the law and my rights are certain.

      Sincerely,

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

    • Initial Complaint

      Date:01/23/2023

      Type:Product 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 have been a member of the AAA Auto Club for over 30 years. I seldom need help, but today 1/23/2023 I called at about 7:00 PM for help changing a flat tire and was told they are sending a tow truck that should arrive about 9:00 PM. No one arrived I called several times and was told they are on the way. After hours of waiting I called again at 11:00 PM and was told they are on the way and the tow truck technician should arrive within an hour and a half. That's 5 1/2 hour from the first call. This is totally unacceptable. AAA Auto Club is not standing behind the services they are selling. I want a refund and cancellation of their nonexistent services.

      Business Response

      Date: 01/25/2023

      We spoke with ************ on January 25, 2023, via telephone and the matter has been resolved.

      Customer Answer

      Date: 01/25/2023

       
      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:01/22/2023

      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.
      The amount of money paid was ***** to get my car door unlocked. AAA called me 3 times to say that they had no one available for service but isnt that what I am paying them for? I reported a complaint to management with AAA as well. I had to reach out to a locksmith who thankfully was kind and reasonable. The reliable service that should be provided is not working for me with this company

      Business Response

      Date: 01/23/2023

      We spoke with **************** on 01/23/2023 via telephone and the matter was resolved.. 

    • Initial Complaint

      Date:01/21/2023

      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 called for a battery jump for my car in *******, **. I was told service would be about 2:00 and that was changed to 3:00.( I called about 12:00pm)At 4:15 I phoned to find out what happened and was told that my ************ (home) was too far for them to come. Apparently they didnt bother to let the dispatcher know, they just didnt show up. By then it was too late for me to get to a service center if needed.I will be cancelling AAA and signing on to the ************** which served me well in the past.

      Business Response

      Date: 01/23/2023

      We spoke with ********************** on January 23, 2023 via telephone and the issue has been resolved.

      Customer Answer

      Date: 01/24/2023

       
      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:01/20/2023

      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 got a flat tire on Oct. 14, 2022 around 11 pm. I called AAA, set up roadside assistance, they said it would be about an hour and that they would text me confirmation. I receive the confirmation and it says between now and 4am. I called back to see if this was accurate, if the window had truly changed to 5 hours or if it was maybe a mistake. Man is extremely rude and just says theyll call on their way and hangs up. Yes I understand they will call on their way but Im trying to find out if that is going to be 1 hour or 5 hrs. No help. Finally someone shows up at 2am. He has no idea how to change a pickup truck tire. Cant get the lugs off, cant get the center cap off, has to call other people to figure out how to **** it up. Is asking me how to change it. Obviously if I knew how to change it I wouldnt be sitting here would I? Its my husbands truck who passed away 5 months earlier. Im not familiar with the truck or ****ing up pickups which I why I called AAA, and why I pay for AAA for situations like this. Well he cant get the tire off, tells me it must be rusted on even though I just had the brakes done and it came off fine. Despite him having a large flatbed, tells me he cant tow it. He says hes going to send someone else. Wait about another 2 hours, its now around 4 am, no one comes. Calling back AAA during this time and getting nowhere. Finally get though to an operator that actually is useful and tells me the truth, that there are no trucks available until 8 am. At this point I call some towing co. myself, and there are plenty available but they all tell me the same thing- that none of them will do business with AAA because of problems getting paid. I end up paying for it myself, and this guy was there in 10 mins, had it hooked up and towed right away. Tire place got it right off, was not rusted on. Got home after 6am after sitting there in a dangerous location for 7 hrs. Submitted my reimbursement months ago and still have not received anything.

      Business Response

      Date: 01/23/2023

      We spoke with ******************* on 01/23/2023 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 *******************.

    • Initial Complaint

      Date:01/10/2023

      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.
      My name is ***********************, and I am a member of the *** emergency car service, member ID ****************. On December 31, 2022, my granddaughter and I arrived at my home after having been away for more than six weeks. We needed basic groceries after we arrived and needed to go to the grocer. When attempting to start my vehicle, there was no battery power available to start my 2018 ********** Passat. I contacted *** and requested a service call. The technician arrived approximately thirty minutes after I placed the call. I am not an auto mechanic, but I assume he attempted to jump-start my car and was unsuccessful. The technician informed me that I would need a new battery. However, he did not have a compatible replacement. Instead of recommending the vehicle be towed to a **********-certified repair center, the technician attempted to replace the battery using a different model. During the replacement process, the technician contacted a multitude of other mechanics and made several alterations to the battery connections in an attempt to use the replacement he had placed in my vehicle. After several hours of working on my car and making other alterations to the car's computer, he informed me that the problem had been fixed. I was charged for the replacement battery, and then he departed. When my granddaughter and I went to use the vehicle, many warning lights alerted me that there were additional problems with the vehicle. I had lost the power steering and was warned by the vehicle's computer the car was unsafe to use. I made a second call to *** and requested another service call. The following day, a different technician arrived and informed me that the vehicle would need to be towed to the dealership for diagnostics and a complete analysis of the vehicle's status. The ********** Service representative informed me on the next business day that whatever work performed on my vehicle via *** had caused close to $3000 in damage. I am waiting for the final total from VW.

      Business Response

      Date: 01/11/2023

      We spoke with *********** on 01/11/2023 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 ***********.

    • Initial Complaint

      Date:01/06/2023

      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.
      vehicle stalled/dead on side of interstate phone call placed to aaa on january 2, 2023 at 9:25pm no communication for almost 2 hours and no one showed up 11:15pm - called back and they said they might not get to it tonight because of a far tow 12:25am - still no one - had to secure another ride home and leave vehicle on side of interstate 4:00am - aaa calls to say it will be 9am when they can get to the vehicle 8:00 - called aaa to see if they are still on schedule for 9:00 and they say YES 8:50 - 10 minutes before they are supposed to be there, they call and say now itll be 2 more hours 10:50 - called aaa - they hung up 10:55 - called aaa - they say they still dont have anyone secured to make the tow 12:00 - they finally have someone 12:45 - vehicle had been picked up by tow truck this whole ordeal took over 15 hours. completely unacceptable business practices. the excuse they were giving is not valid (that it was a far tow) because a tow was requested by aaa in june of 2022 for a 3-4 mile tow and they never came then. never!!! paying for premier service is a joke. if there are no tow trucks in the **********/crossville areas, then you need to stop offering services. expecting someone to just sit on the side of the road for hours and hours is an unsafe practice to say the least. im reading multiple complaints on this site regarding aaa service (or lack of them)so what is being done to change this?? i pay too much every year for myself and my son to not be able to trust that they will help when it is needed.

      Business Response

      Date: 01/09/2023

      We spoke with ***************** on 01/09/2023 via telephone and the matter was resolved to her satisfaction.

      Customer Answer

      Date: 01/10/2023

       
      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:12/31/2022

      Type:Customer Service 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.
      AAA is an extremely unreliable, untrustworthy, unprofessional business. They hound you about renewing your service agreement; however unable to assist you in tines of need. Tonight after providing me a 3 hour wait ETA time, another 40 minutes of waiting I decide to call back to find out the provider cancelled. I then was transferred to several different customer service employees all unprofessional in their presentation and ultimately asking for the Supervisor who did assist any better. Locating a provider should not take >8 hrs. It is embarrassing and ingeniune to continue to ask about my safest?

      Business Response

      Date: 01/12/2023

      We spoke with ***************************** on 01/10/2023 via telephone and we are working with our member to reach a resolution. 

      Customer Answer

      Date: 01/12/2023

       
      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,

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

    American Automobile Association is NOT a BBB Accredited Business.

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