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

  1971 S US Highway 1 Fort Pierce, FL 34950-5180

• 

  American Automobile Association

  601 E Atlantic Blvd Pompano Beach, FL 33060-6343

• 

  American Automobile Association

  15739 Pines Blvd. Pembroke Pines, FL 33027-1207

• 

  American Automobile Association

  1610 SE Federal Hwy Stuart, FL 34994-3910

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:08/27/2024

  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 11/29/2022 I had a battery installed by AAA contractor from ******************* of *********, ** while visiting my mom. On 8/22/24 I called for roadside assistance car would not start. Roadside person came and tested battery said it was no good and showed me on tester screen. He told me I had a AAA battery and could get replacement. I got the initial battery in ********** and I needed proof he tried to wait but could not and keep the call open but could not. I called around and spoke to several agents from AAA basically the run around. Finally was told everything was noted in account and next time they would be able to swap it out. Called again for assistance and next roadside tech came out and told me he would not be able to replace he doesnt have access to look up information. I told him it should be noted he then proceeded to tell me that it would be too much of a hassle to do all that. I needed to show him. On 8/23/2024 I got a call from **** out of ********* and he told me they send me copies of everything I needed in email. I am still waiting and my car is still sitting. I have a year left of warranty and I am entitled to my replacement.

  Business Response

  Date: 08/29/2024

  We spoke with ****************** on 8/29 via telephone and we have provided her with her original AAA battery purchase receipt from 2022. Should ****************** require a replacement battery she has been advised to contact AAA Emergency Roadside Assistance and request battery service.  We consider this matter closed.

• Initial Complaint

  Date:08/15/2024

  Type:Product 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.

  I paid $55.00 for an annual subscription for roadside service, member number *******************. On Monday, July 8, 2024, I was traveling in my car southbound on Florida highway I-75, south of the ********************** when a tire on the passenger side blew out and I needed help. I was on the shoulder of the passing lane in 100 degree heat and I called AAA and they transferred me several times and hung up on me. I called Road Ranger and they came and helped me. Replaced the tire with the temporary spare. A couple hours later I was on my way back to ******* by 1:00 p.m. At 6 p.m., July 8, someone called from AAA Inquiring if help was still needed! I went to our local ********** in ***********, ** to request cancelation of membership and return of my membership payment on July 12. After request of the status of my request on July 22, I learned the cancelation had not been processed. On August 12 I checked the status of the cancelation and refund and was told the check was mailed August 5 and I should receive it within 7-10 days. As of August 15, 2024, no refund has been received.

  Business Response

  Date: 08/16/2024

  We apologize for the delay in getting the check out to you. I see that it was mailed on 8/7/2024, and is currently not cashed. The check would come in a plain white envelope, AAA is not listed on the outside anywhere. If you have still not received your check by 8/25/2024, please call the roadside assistance number at 1-800-222-HELP and they can assist in looking this up for you. 

  Customer Answer

  Date: 08/26/2024

   
  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:08/13/2024

  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.

  On Friday, 7/19 I contacted AAA regarding an issue. I explained in the notes that I believe it may be the battery but that multiple lights were flashing on and off. The tech came and I was under the impression that he would test the battery and alternator because that is a service AAA provides. He changed the battery and he asked that I turn on the car. I obliged and we both saw that the battery light was on. I asked him what I should do and he said to keep an eye on it, but still did not check the alternator. I called AAA that night to confirm that they offer a battery and alternator test and was told yes they do, so I filed a complaint. I drove the car Saturday and decided to have a battery and alternator test done by Advance. The machine was having issues and couldn't test the alternator but I was told that it was overpowering the battery. The morning of Monday, July 22nd, I attempted to leave for work and the battery was dead. I was able to get a jump by neighbor. Drove to the auto shop and had to pay $35 to run a test that could have been completed by AAA. It was such a headache and frustrating to be told that the company and techs are not equipped or knowledgeable enough to provide the services that AAA claims they provide. This has also happened with a previous vehicle I owned.

  Business Response

  Date: 08/06/2024

  Please forward this to AAA Auto Club South (*******) for resolution. 

  Business Response

  Date: 08/15/2024

  We spoke with **************** on 08/15/2024 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 08/16/2024

   
  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.

  Iprovided the invoice and they agreed to reimburse me the full requested amount via check. I should receive it within ith the next few weeks, per ****. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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.

  They charged me a "cancelation fee", which they can do if I had a lapse in coverage. But I joined ******************** before I left them, with no lapse of coverage and sent them the information they requested

  Business Response

  Date: 08/06/2024

  HELLO,

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

  AAA
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22098235
  
  I am rejecting this response because: The address is **************************************************, which is located in ****** 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  This inquiry is being directed to The Auto Club Group which is not in the state of *****. This inquiry needs to be directed to the AAA auto club that serves *****. Thank you, AAA-The Auto Club Group

  Customer Answer

  Date: 08/09/2024

  I had the location wrong, it's the same company, AAA, American automobile association, but it's the ***** in *******, the address is ********************************

• Initial Complaint

  Date:08/05/2024

  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 GOLD Member#**************** On July 23, 2024, I requested assistance from AAA Roadside Assistance. The dispatched personnel informed me that my vehicle *had* to be towed to an AAA facility, despite this being against South Carolina law. Against my better judgment, I agreed and had my vehicle towed to AAA Mt Pleasant.I was guaranteed an estimate on July 23, then again on July 24, and subsequently on July 26. Despite these promises, the vehicle remained untouched for a week. During this time, the shop manager was rude and vulgar, used offensive language, and implied that he would charge me extra for "bothering him with calls."After a week of no updates and broken promises, I finally received an estimate from AAA on 7/30, which was almost double the amount of other quotes I had received. Despite multiple complaints to AAA, I received no help. On Friday, August 2, 2024, I was forced to request another tow through AAA. The vehicle was not picked up as promised.On Saturday, I called for an update and was told that the driver was en route to pick up my car at 9:25 AM. This information was false, as I received no updates and my car was not retrieved. After numerous calls, I finally spoke with an AAA representative who dispatched another tow to bring my vehicle back to my home.Current Situation:As of two weeks later, my vehicle remains unfixed. In fact, the damage is now worse due to the negligence and mishandling by AAA.Desired Resolution:I seek a full refund for the towing and repair services provided by AAA, compensation for the additional damages incurred, and an apology for the unprofessional behavior and inconvenience caused. Additionally, I request that AAA reviews and corrects their procedures to ensure compliance with state laws and to provide accurate information to customers.Thank you for your attention to this matter.

  Business Response

  Date: 08/08/2024

  The vehicle was towed in and when we looked at the vehicle, the rear wheels were crooked and loose which we found out later-we could not move the vehicle as it would cause more damage. A tow truck was called to move the vehicle into the shop. We were waiting for a tow truck that would not charge us for the move. The first day the tow company had truck problems. The second day they just did not show, the third day they did not show so we contacted another tow company, and they moved the vehicle and did not charge for the move. We let the member know that we were waiting on a tow, and it would not cost him anything. The member came to the store and challenged us as to why we could not get the car towed sooner and was abusive to the counter staff. Once we had the car in the bay, we determined the rear suspension was in need of a large amount of work. The parts were not available locally, but we were able to source most of what we needed. The member was sent the dvi and gave no response. After a few days we were told they we going to have the car towed away. We did not charge the member for the tow or the inspection. The fact that we could not drive the car in the bay is what was holding us up.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22094117
  
  I am rejecting this response because:
  It does not satisfy the horrible service I received. They have a bold face, accusatory lie in their response, he was abusive to the staff.Please elaborate on that as it borders Slander. I consider being lied to and screamed at, abusive behavior- the behavior of AAA Mt Pleasant staff- namely the shop manager. 
  I have been a Gold Member with AAA for years; its a shame one poor shop manager can ruin the reputation of a good company. 
  I need my tows credited back to my account and I would like the cost of my membership sent back to me. 

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

  Business Response

  Date: 08/14/2024

  The customer's vehicle was in poor condition. The vehicle was towed into the location with several suspension issues that caused the vehicle to be non-operable. We had to find a tow provider that would tow the vehicle into the shop so that we could inspect it to see what's going on. In this case unfortunately that took a few days due to tow trucks not showing up to bring the vehicle into the shop. Once we got the vehicle in the shop, we determined that it needed extensive repairs to correct the vehicle. The customer declined the work at that point and had the vehicle towed out of the location. We normally charge $75.00 to diagnose suspension issues. In this case because it took so long to get the car in the shop and because there were a lot of suspension issues, we didn't charge the customer the $75.00 suspension diagnostic. 
  
  
  I disagree with the Facility Managers comments that ************** was abusive towards the associates. ************** was in a difficult situation of his vehicle being broken down for a significant period of time and if anything, I'm sure that ************** was frustrated about how long it was taking to diagnose his vehicle and there is nothing wrong with that. In relation to the poor customer service that ************** experienced, I apologize for any negative interactions that he had while he was dealing with the staff at the Mt. Pleasant location and I will work with the staffing at the location to correct that. 
  
  
  Overall, we did provide a service to **************, and I wouldn't be able to refund him his membership costs or the tow's that were provided to bring him to our location and tow his vehicle out of this location. 
  
  ***********************- Area Manager

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22094117
  Not going away that easy. 
  I am rejecting this response because:
  After being a Gold Member for 8+ years, Im appalled that this is how AAA treats their clients. I have video footage and recordings of every interaction with AAA throughout this process, most importantly- at their facility in which I am accused of abusing their staff. My attorney watched the video and disagrees completely! Their shop manager has now slandered me after further damaging my vehicle. I would like a call from an actual supervisor- not the shop manager from ************

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

• Initial Complaint

  Date:07/25/2024

  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 jioened AAA file the first time around 1991 or 1992. Was with you like 25 years. But prior to 2018, I stoped . When I renewed. You would not put the original date when I first hoped. Cause I sent over a year, it was like starting new. That is so sting. You should have a record on file of when I first started, then I renewed agin around 2016. But I did not get member since 1991 or 1982, oh no I got member nothing. Till I was a year there, I started getting my first year. Well last September I renewed but j in had lost my card and you stick it to me again, no or off I had been a member since 2016, ** getting tired thst when you renew me you have no record of how long I have begun, thdd as t really affects my health. Now Im a member since 2023. . Twice you have screwed the years I have been a member, you should have had my original 1991 or 1992, when I first joined. Whst you gonna do to fix this . Im tired of loosing the years I have begun with AAA, I need an answer.

  Business Response

  Date: 07/25/2024

  07/25/2024
  *********************
  *****************
  Apt 1634
  *****************
  Re: AAA Membership No. ****************
  
  Dear BBB,
  
  Thank you for contacting AAA. We were unable to find a membership with the join year of 1992 for *********************. However, our records show *********************** membership **************** that was started in 2016, expired 04/01/2023. The member established a new membership **************** 08/13/2023 with a new join offer, receiving a free associate for the first year. As a courtesy,we were able to add his original join year of 2016 to his current membership account ****************. New membership cards have been sent to the member with the updated join year of 2016. At this time, we consider this matter resolved.
  
  Sincerely,
  Member Relations

• Initial Complaint

  Date:07/21/2024

  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.

  We are AAA members that called in for roadside assistance on 7/20 at 11:45pm. We were told at that time to expect a technician at 12:20am. We received an update minutes later from AAAs roadside assistance ticket tracker that the technician would come at 12:40am. At 12:46am we received a text informing us that the technician would be delayed due to a high volume of incidents in the area. We received an identical text at 1:16am. We waited until 1:51am to call back when we were informed that we should call Florida Highway Patrol, contract someone privately, or call *********************************************************************************** call management at 2:15am informing us that we should look into other options or make an appointment the next morning at 7am. They never showed up. We received help from Florida Highway Patrol around 3am, and we incurred a $99 cancellation penalty from the private roadside assistance company that we attempted to secure who also did not show up.

  Business Response

  Date: 07/24/2024

  Spoke with member and advised her reimbursement request has been approved. Also advised best practices for extended wait times.

  Customer Answer

  Date: 08/05/2024

   
  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.  Thank you!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2024

  Type:Sales and Advertising 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.

  *** included with its renewal notice a flyer advertising big discounts on certain retailers (under which I would have received $250 flashback if I had known about *** Discount before the purchase). However, when I tried to install the app, Safari (MAC user) is warning me "This website can read and alter pages you visit and see your browsing history on all websites. This includes sensitive information from webpages, including passwords, credit cards and phone numbers." How dare they? And people that don't ahve a MAC not not get the warning and think the *** Discount is equivalent to Rakutan or CapitalOne Shopping--it is not, no other discount website has that broad a reach. God forbid they get hacked....I took a screenshot of the warning message (and deleted the *** discount app immediately), can upload if you wish.

  Business Response

  Date: 08/01/2024

  Hello,

  Unfortunately, we can't pinpoint why that appeared on site. We try to protect all information on our systems and not sure why system would display important information about accounts.  We would suggest using another computer or call us to assist you.

  AAA

• Initial Complaint

  Date:06/23/2024

  Type:Sales and Advertising 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.

  My member# is ****************. I opened a membership with AAA on May 20 of this year because I wanted the peace of mind knowing that is my old truck breaks down I have AAA to assist. Unfortunately this has been the most unprofessional experience I have ever encountered. Not only will I be reporting AAA to the better business bureau, I will blast on social media. Its incredible how bad and unreliable this company is. I requested a tow service at 9am Sunday June 23rd but it is now 11:09pm and yet NO tow service has arrived or even contacted me. This has been by far the worst experience I have ever had with any company.

  Business Response

  Date: 06/26/2024

  We spoke with ********************** on 6/25 via telephone and the matter was resolved.

• Initial Complaint

  Date:06/17/2024

  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 6/8/2024 I contacted AAA in ******* for a tow to the nearest tire shop. At 1pm They took my call and said they would send a technician out. At 2pm they texted me a tech would be there in 17 minutes. At 4pm I called them again to find out why I was still waiting there. At 7pm with no communication from AAA I took it upon my self to drive an unsafe vehicle 16 miles to the tire shop. At 9pm I called AAA again asking why I was not provided service. They never sent anyone. They left me in 99 degree heat for 6 hours. They offered nothing for my trouble. They didn't ask me if I was alright or if I was suffering from heat stroke. Worst company ever. I paid for their services and got nothing in return.

  Business Response

  Date: 06/18/2024

  We spoke with ************** on 6/18/24 via telephone and the matter was resolved.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21861670
  
  I am rejecting this response because: I was not given a proper resolution or explanation as to why they left me on the side of the road in 99 degree heat for 7 hours. They felt that the time I spent waiting for them held no value. She tried to explain that they were unable to get the towing service to answer the phone, but when I asked her if she thought it would have been appropriate for them to let me know nobody was coming, she admitted that they never contacted me to let me know I was on my own. She then informed me I could have acquired my own towing service and I would have been reimbursed for that cost also did not ring true due to the fact that I have a text stating that a "technician" would be there in 17 minutes. Obviously if I had someone was coming I was not going to look for an alternative. They neglected to do their job, they put my health at risk, they put my vehicle at risk and they offered me a year of membership. That is not a resolution, that is a slap in the face. I spent the next several days after their failure dealing with heat stroke issues including nausea, vomiting and migraine headaches. My trip that I needed to make that day was cancelled. I now am having to fly to 3 different cities as a result and rent cars. If they want to provide a resolution that covers all of my travel expenses I would consider it. Short of that I plan on getting my attorney involved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/08/2024

  We called and apologized to ************** for the extended delay in getting him service. We acknowledge that we failed to secure service in a timely manner for him. That is why we compensated him by crediting his membership for next year. We consider this matter closed. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21861670
  
  I am rejecting this response because AAA was negligent in providing the service they were paid for in addition to failing to communicate that a service technician would not be coming ever. As a result of their negligence I was left on the side of the road in 99 degree heat for 7 hours. I suffered from heat stroke symptoms for a week after including nausea and migraine headaches. Their response is insufficient and does not begin to address the costs they have created for me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/10/2024

  We called and apologized to ************** and compensated his membership. BBB, this is closed. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21861670
  
  I am rejecting this response because the response from AAA is insufficient. AAA saying the case is closed does not make it so without my agreement. Not only is it not closed I am now going to proceed with legal remedies due to the dismissive nature of AAA.
  
  Sincerely,
  
  ***********************