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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:12/30/2022

      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.
      AAA renewed my membership, without my permission, on December 01, 2022. My membership renews 01-01-23. I was charged an entire month before payment was due. I called and asked for a refund. It is now 12-16-22 and I still have not received a refund.What is beyond angering is that it was renewed but there was no confirmation email. That is because AAA knows that people would have an issue being charged one month early and would ask for a refund.This is December. I am now going to have a revolving balance on my credit card because of this nonsense. I honestly do not want to do business with them in the future.

      Business Response

      Date: 12/30/2022

      This is not our member. ******************** is a member of AAA Auto Club Group out of *******. Please forward her complaint to them

      Business Response

      Date: 01/03/2023

      Member enrolled themselves into automatic billing online on 12/31/2021. Member accepted the terms and conditions online to enroll into automatic billing. Member was mailed a billing notice on 11/07/2022 as a reminder of their upcoming payment on 12/01/2022. There was no request to cancel the automatic payment prior to the payment date, therefore member was automatically billed on 12/01/2022. Member contacted us on 12/02/2022 to cancel the automatic payment. We removed the automatic billing going forward. Refunds take 15 business days to return to the original form of payment. Member's credit card was refunded on 12/20/2022. Member has since paid to renew their membership online, enrolled into automatic billing again, and cancelled automatic billing on 12/29/2022. Membership is in good standing, renewed through 01/01/2024. 

    • Initial Complaint

      Date:12/29/2022

      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.
      12/28-29/2022- Called AAA for tow services that I pay for; waited over 12 hours, with 2 young children, to have a tow dispatched - not arrival time. After returning home we called to get an explanation on the situation and spoke to a supervisor, *********, who left us on hold for over 30 mins after explaining that we should have called the police and there is nothing they could have done. This case should have been a priority! Not happy with the service I'm paying for at all.

      Business Response

      Date: 01/07/2023

      We have attempted to reach ****************** on January 4th, 2023 and January 5th, 2023 and January 7th, 2023 via telephone and email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:12/16/2022

      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.
      Dec. 16,2022 Called roadside service. The tow driver didn't call ahead of time as should be;Tow driver was rude. He insisted on that the vehicle was commercial, based on the sticker, which later was quickly removed, not by registration. Tow driver treated me as he were a prosecutor interrogating me. AAA agent put block on the service of the vehicle even the registration was not the commercial and refused to pay for the tow. AAA agent "interrogate" me and I answered her question many times that the vehicle was a personal one, and she trying to explain to me that the vehicle was a commercial. And asked me to take deep breath with her to calm down when I was outside cold and being accused.Being with AAA for years, first time to be treated as a lier even they knew the Van is for personal usage. It appears that they are hiring unprofessional, denigrating, and discriminative people.

      Business Response

      Date: 12/22/2022


      We spoke with *********************** on 12/22/2022 via telephone and we are working to resolve the matter directly with the member.  

    • Initial Complaint

      Date:12/08/2022

      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.
      AAA Member ID# ******************* - NAME: *************************** I filed a complaint with AAA on 11/16/22 Complaint# CTS69380 - someone was supposed to call me back in 3 days but no one has, I have called several times, but no one seem to care, I have been left on hold for 35 to 45 minutes each time, then representative would say they are going to call you, but no calls. On November 14, 2022 I called AAA for service, after driving to my destination, my 2017 Chrystler Pacifica was not able start, they dispatched a service provider to assist me. Firstly, the service provider tried to jump my vehicle with a battery jumper pack, but it could not start, then with the battery jumper pack still attached to my batteries her ran jumper cables from my vehicle to his truck, this resulted is overloading the entire circuits system in the vehicle (the entire vehicle lit up) then the entire vehicle died. Then he left and said that he cannot help us because it is now an electrical problem. We then had to call AAA again to have the vehicle towed.The vehicle ended up at the dealership, they said that the entire electrical system in the vehicle got overloaded by the actions of the service provider which resulted in the Complete Damage to the Fuse Box and frying/destroying the negative cables in the vehicles. The cost to fix the vehicle was $1294.82 which I want refunded, I was also without a vehicle for 2 weeks while the vehicle was in the dealership.

      Business Response

      Date: 12/14/2022

      We spoke with ***************************** on December 9, 2022 via telephone and we are working to resolve the matter directly with the member.

      Customer Answer

      Date: 12/15/2022

       
      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:12/03/2022

      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.
      I want reimbursement for my leukemic father sitting in the cold for 7 hours when he was initially told 1 hour

      Business Response

      Date: 12/07/2022

      We have attempted to reach **************** on 12/07/2022 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:11/30/2022

      Type:Sales and Advertising 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 placed a call for a flat tire on 11/29 at 1pm. To date, no one has shown up. I have called in multiple times and been told they were busy but then got a call back at exactly 4:20 am EST (which to be is totally inappropriate to call someone at that time) to tell me on my voicemail that I had to place another call to have the issue addressed on 11/30. I placed another ticket at 8:30 am EST and had a tow truck driver en route who then called to report he had another call and had to push us back. We pay for AAA services for situations like this and was told we could call a private company and submit to be reimbursed however to me, that defeats the purpose of having AAA if we are paying private companies to provide a service we are paying them to do. We would do the tire change however my spouse is recovering from surgery and cannot do this. We have had to cancel appointments, secure other transportation for our kids to and from school, and secure other transportation for my spouse for work. This has been a huge inconvenience to say the least.

      Business Response

      Date: 12/01/2022

      We spoke with ***************** on December 1, 2022 via telephone and the matter has been resolved.

      Customer Answer

      Date: 12/05/2022

       
      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:11/22/2022

      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.
      Fraudulent!!!! They charge you a fee for the year, you attempt to use the service and the tow truck drivers are LIARS!! No integrity at all!!! They will lie and say they came by and called when they in fact never show up. The kicker is they still get paid regardless! And it counts against your three a year usage rule! Triple A takes the tow truckers word over the customer, because well they already have their money from you. Everyones pockets are bigger and youre out of money and still have no tow!!!!!! The guy lied and said he came and called. My son was outside waiting on the porch with his friend and ** inside the house. Same issue a month prior. I sat for hours INSIDE MY CAR!!! Tow truck drivers says he went by but no one was their and they called but no one picked up,, LIES on top of lies!!!! If you came by you wouldve seen me sitting in the ** CAR!! Im sick of companies taking advantage of people like me who need help when cars mess up or go down. Ill just keep my money next year cause this is a complete joke!!!

      Business Response

      Date: 12/01/2022

      We spoke with ************** on 11/17 and 11/22 regarding the complaint. The entitlements were removed from the membership and will not count towards the annual allotment. In addition, a credit was applied to the membership.

    • Initial Complaint

      Date:11/19/2022

      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 have a valid membership with AAA. I called for roadside service on 11/17/2022 at 08:45 for assistance with car not starting secondary to a "dead battery". During the next 24 hours ( 11/17/2022 - 11/8/2022) I called the call center five (5) times speaking with a different call representative, each time getting a different explanation for the delay. "The provider for the required service was not contacted due to a computer glitch ".This is the second similar incident within the last two (2) years. The prior incident, my family were stranded on the highway for greater than four (4) hours before assistance was provided.

      Business Response

      Date: 12/05/2022

      We have attempted to reach *************************** on 11/23/2022, 12/02/2022 and 12/05/2022 via telephone/email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:11/19/2022

      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.
      We had a flat tire on SR 52 and ******** in **. I have a back surgery and cant handle it, I had 3 kids with me on board.it was around 4:40pm on Nov. 18 2022. We called AAA they said help should be there by 5:35pm. 6 pm they said the driver is packing his tools from the job before me so hand tight. 6:30 they said on his way. 6:50 they said expected 7:10pm. 7:30 they said they said he went to ORLNDO for a tow and has to come back to redisapatched( HE WAS COLLECTING HIS TOOLS 2 HOURS AGO), can you call another driver? Answer no, Can you connect me with him ? No, why did you say 6:35 pm at 1st ace? We dnt see that..by 8:15 they called saying you need to call service on your own, we cant find anyone. Everyone was so careless as if they are working from home while drinking beer and watching TV. Called a local towing that came in 20 mins and had to charge me $175 cash. Bunch of careless ,non sympathetic,and liar customer call centre. Supervisor wasn't any different.

      Business Response

      Date: 11/23/2022

      We spoke with ******************** on 11/21/2022 via telephone at ************** but we were unsuccessful during our attempt to discuss this complaint directly with our member. If he wishes to further discuss the complaint, well work towards a resolution directly with him. 

      Customer Answer

      Date: 11/28/2022

       
      Complaint: 18439047

      I am rejecting this response because: during the phone call, the agent didn't give any reasons why we haven't received any assistance nor why we have been lied to about the help is on our way for 4 or 5 times times. It was a complete nonsense phone call exactly like the ones we got when we needed help (help that we pay for)

      Sincerely,

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

      Business Response

      Date: 12/02/2022

      We spoke with ******************** again on 12/02/2022 via telephone at ************** but we were unsuccessful during our attempt to resolve this complaint directly with our member. If he wishes to further discuss the complaint, well work towards a resolution directly with him.

    • Initial Complaint

      Date:11/17/2022

      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.
      On 11-15-2022-I called AAA Road Assistance at Noon time to pick up my Lexus located at: ****************** Apartments in *****, **. this is not where my home is, I was only visiting Co-workers at the office when the unexpected happen. I explained that the car had to be taken to the Lexus in *********** to have it checked. I called at Noon TIME and they promised to wait 40 minutes. Forty minutes passed by and I called again and they didn't have a drive available-I found out that the driver was Re-assigned for another pick-up and i was not notified of the change. Another 40 minutes passed by-I called No driver-My wife called from her job, they apologized saying that thy were short of drivers. By now it was after 3:15 pm-Looking for another driver that i had to wait for another HOUR. My wife had to call 3 addt'l times to complain because it was close to 4:00 pm-Still nothing. The result was that after waiting for 5 hours and NO DRIVER, my wife had to come and get me after work, and surprisingly enough when we were on the way home is when a driver called me. I told them this is Inexcusable having to wait for more than 5 hours to get towed. My wife called to make a Complaint and here's a Ticket number: ****** if you want to check it. At the end I had to leave my Vehicle outside the place with a Special Permit that the office gave me so the car could stay overnight, since the ********** had closed. I expect that my car will be towed to the mechanic tomorrow Thursday morning because this is again inexcusable, I have never experienced anything like this. I happen to have AAA PLUS! I've been a AAA MEMBER FOR MORE THAN 35 YEARS JOINED WITH MY WIFE.

      Business Response

      Date: 11/18/2022

      We spoke with Mr./******************* on 11/16/2022 via telephone and the matter was resolved.

      Customer Answer

      Date: 11/25/2022

       
      Complaint: 18410819

      I am rejecting this response because:  I WILL need their RESPONSE IN WRITING.  ACCORDING TO MY WIFE when she talked to the Last representative, the Lady told her that she was giving us CREDIT IN THE ACCOUNT. i WOULD LIKE TO SEE THIS CREDIT DISPLAYED IN WRITING. WORDS ARE ALWAYS FORGOTTEN. Finally nobody showed up that day, nobody!!!, *********** was terrible, no phone call whatsoever!!! and we paid for AAA PLUS FOR THE REST OF THE YEAR????AND THIS IS THE KIND OF TRATMENT THAT WE GET???I have no words. 


      Sincerely,

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

      Business Response

      Date: 11/29/2022

      We contacted ****************** on 11/29/2022 via email and we are working with our member to reach a resolution.

    American Automobile Association is NOT a BBB Accredited Business.

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