Complaints

This profile includes complaints for American Automobile Association's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Automobile Association

  14539 S Military Trl STE A Delray Beach, FL 33484-3799

• 

  American Automobile Association

  15739 Pines Blvd. Pembroke Pines, FL 33027-1207

• 

  American Automobile Association

  1610 SE Federal Hwy Stuart, FL 34994-3910

• 

  American Automobile Association

  4800 N University Dr Lauderhill, FL 33351-5746

• 

  American Automobile Association

  9123 N Military Trl Palm Beach Gardens, FL 33410-5990

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2024

  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.

  I have an account with ***** Airlines with loads of Miles(points). However the airline locked my account and after a long process to verify my identity and to unlock it (30+ days), I am still unable to redeem the points for flights! there's an issue with the payment. Whenever I attempt to redeem a flight with my miles/points the process fails to charge my credit card. All it says is that for safety reasons the website was unable to process the payment.I would like the airline to fix this issue in my account so I can use the miles and points that I have accrued in it!

  Business Response

  Date: 04/24/2024

  HELLO

  ACCORDING TO THE MEMBER'S ADDRESS, THEY LIVE IN ** WHICH ISN'T IN OUR TERRITORY. PLEASE GO TO AAA.COM ENTER ZIP CODE TO FIND APPROPRIATE CLUB.

  AAA

• Initial Complaint

  Date:04/12/2024

  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.

  In May of 2023, we cancelled our coverage of insurance. Imagine our surprise when we received a call informing us that they hadnt actually cancelled our coverage and we had been paying for insurance with AAA and our new insurance company. We were told this would be an easy fix and that we just needed to provide them with proof of the overlapping payments. They also assured us that they had corrected this in the system and it now showed we cancelled our insurance with them. A few weeks go by, and we are charged AGAIN for a month of insurance. We called to find out what the h*** was going on and were told there was a mistake and although it was noted we canceled the services, they didnt actually cancel it. We were assured this time is was actually cancelled and we received reimbursement for that month ONLY. We were speaking with *************************** who told us our claim for reimbursement was denied. We provided him with proof of coverage for our **86 to which he stated they were arguing we didnt have insurance for our 1993 Jeep Wrangler so it was a necessary charge. First of all, the Jeep hasnt been registered with AAA or at all since 2019 as it is non operational and has resided in a driveway for years. With it being non operational, it hasnt accumulated mileage because it doesnt run. We provided proof of this as you are not required to insure a vehicle that is non operational and not drivable. We spoke with ******* who informed me our claim was again denied on 4/3/24. I asked what the denial code was for this to which he told me Im not sure they didnt say why. I asked him to explain what the issue was for the ** 86, as we provided proof of overlapping insurance. Our claim is reimbursement for two separate payments. One for the ** and one for the Wrangler. If they are going to keep fighting us for the Wrangler we should be reimbursed for the ** in the meantime. He told me I honestly dont know I cant see anything in the notes explaining why.

  Business Response

  Date: 04/15/2024

  HELLO

  ACCORDING TO THE MEMBER'S ADDRESS, THEY ARE IN CA WHICH IS NOT IN OUR JURIDISDICTION. PLEASE GO TO AAA.COM TO FIND THE APPROPRIATE CLUB.

  AAA

  Business Response

  Date: 04/29/2024

  HELLO
  

  ACCORDING TO THE MEMBER'S ADDRESS, THEY ARE IN ** WHICH IS NOT IN OUR JURIDISDICTION. PLEASE GO TO AAA.COM TO FIND THE APPROPRIATE CLUB.
  

  AAA

• Initial Complaint

  Date:04/09/2024

  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.

  My car battery needed jump service I am 64 and retired caregiver..before aaa came out to check my battery I was required to pay 100 dollars because I passed my tow allowance I never knew that after lifetime of business so I paid it..the gentleman educated me on battery life and offered me a deal of 199 to replace the battery I sais no this time I did that once it was pricey.he recharged my battery and warned me that I had limited battery life left..so I looked around ans decided to call them back..they wanted another ************************************************thats highway ribbery in this day and ge couldn't they have applied that 100 toward better plan no they wanted 100 every time I called them for service..Thats so wrong in so many ways. I am never going to redo my triple aaa again I will go to good ***..im still reeling from there con game..its wrong..I urge you leave triple aaa..they take avantage of folks..

  Business Response

  Date: 04/09/2024

  You receive 4 service calls per membership year, anything over that would be an additional charge such as the $100 to have a provider come out and service your car. 

• Initial Complaint

  Date:04/03/2024

  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.

  Purchased 2 Two day passes for ****************** and ****************. ****************** closed down halfway through the day due to rain. **************** is under major construction; only 2 of its 12 attractions are even open. This was not disclosed to me at the time of purchase, or I would not have purchased the two day passes with meals.

  Customer Answer

  Date: 04/03/2024

  Purchased the tickets through AAA.     It was NOT disclosed to me that most of **************** was shut down for renovations at the time of purchase.   

  Business Response

  Date: 04/26/2024

   

  As advised in the terms of sale this purchase is a final one. If there is an issue at the park the guest should have spoken to the location for a raincheck. The customer did not and only called the help line for assistance to which no one could guarantee any refund or re-visit as there was no complaint filed to them when the guest was present.
  
  As a 1-time courtesy, a manager contacted the partner and reached out to the customer. As a goodwill gesture, a partial refund was awarded on 4/22/24 and has posted. As a 3rd party, we highly urge our guests to reach out to the parks guest services when they are present for a possible raincheck or credit which is at the partners discretion.
  
  Thank you!
  

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Five times Triple AAA keeps telling me false information if i have used up all my times i can get a tow for m# ******************.A couple of cancellations and a time a guy never showed, and a time a guy didn't have a **************** AAA keep telling me they credited me, and i have 1 more service call left, but when i call they take me through a lot lying saying i have used up all my service calls.

  Business Response

  Date: 04/02/2024

  We spoke with ******************** on 1st of April 2024 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:04/01/2024

  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.

  At 12:52pm on Sunday March 31, 2024 my vehicle was not drivable. I contacted AAA immediately and requested for assistance. I never received assistance. I had to find a way home (paid a co worker), and leave my vehicle at the location it broke down. At 4:22 AM, 15 hours later I get a call from AAA that a technician will be assigned at 8:30am. Why in the world would anyone call a customer at ******!!?!? **** said she was calling all the requests in the queue and I was listed. Why would you call?!? After my call a text message was sent with the details of the assigned technician. The was sufficient, a text message. Now it is 4AM and I was woken up, alarmed, and given so much anxiety because I receive a call from AAA to let me know a technician has been assigned 15 hours after my request! 15 hours after my request. This whole situation was inconvenient, inconsiderate, and really irresponsible on AAA side. I will not be renewing my membership after this year. This is only one of the many bas situations Ive had to deal with as a customer for AAA.

  Business Response

  Date: 04/02/2024

  We spoke with ********************************* on 04/02/2024 via telephone and the matter was resolved to her satisfaction. 

• Initial Complaint

  Date:03/27/2024

  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 March 8,2024 I called AAA to come verify if my car battery was working properly or if it needed replacement. Somebody came, checked and replaced the battery. However, in the process of replacing the battery the mechanic broke one of the battery terminals. I witnessed this and asked if it was normal for the terminal to be split like that and he answered that it was fine. I turned the car on while he was still there and a check engine light came on, I also asked about this and he answered the same that it was fine. The next day I took the car to the dealership where I bought my car and they told me that the terminal was in fact broken and needed to be replaced. I contacted AAA told them the situation and they gave me a Damage Complaint ID ***** and a Work Order Number ******** and then told me that I have to get in contact with some other business called ********************** I tried calling them but they either don't answer the phone or when I do happen to connect to the secretary she informs me that the person in charge is not there but that she would leave my information so he could call me back. It's been almost 2 weeks and I haven't heard from AAA or ********************* about anything. I did my business with AAA so I don't understand why I have to be calling some other unknown business for a resolution. I just want to be reimbursed for the amount of the damaged terminal.

  Business Response

  Date: 04/22/2024

  Thank you for posting your concerns. We would like to discuss this matter with you further. Please return the calls made to you by your assigned service monitor. 

• Initial Complaint

  Date:03/26/2024

  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.

  waited 5 hours one day and waited 5 hours the following day after having to rescheduling to the next day to 8;30 am only to wait 5 more hours before being towed they texed me every hour saying the driver would be there within 45 minutes only to have to call and get more lies then wait additional hour and have to call and wait again 10 hours total with continuos lies from AAA with premier service.

  Business Response

  Date: 03/28/2024

  We have attempted to reach Ms. **** on 03/27/2024 & 03/28/2024 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:03/06/2024

  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.

  I have been a member of AAA for just about 8 years. When it came time to renew my account this last year I did it within a 30-day period after my last year had expired. I also changed up my account, my friend who was living with me moved out over the summer, my father no longer drives and my younger brother's car broke down. So I took them all off my account as of September 17th, 2023 and made a payment of $125. I was also given a free promotional membership for my bf who resides with me. I received a letter in the mail in the beginning of February stating that AAA was canceling my original membership due to excessive use stating that they would be issuing me a refund or I could appeal. I didn't read the letter because I always get letters from AAA and it didn't have anything on it that seemed important. Once I read the letter I called because I didnt want my membership to be cancelled, I knew I hadnt done anything wrong and my account has always been in good standings.. I was told so many different reasons over the phone. They first told me I called and cancelled my membership, then I was told it was because I never paid the membership. Then someone from AAA told me it was because I disputed a charge of $600, I'm honestly clueless.When I was told that my account was canceled due to non-payment. I tracked down my payment and I'm able to prove that I did pay my account. However nobody at AAA is allowed to speak with me about the cancellation of my account. I have to respond to an email, which I have done. Today is the 6th of March I emailed them on the 19th of February. I have not gotten a response back AAA refuses to talk to me. They refuse to give me my money back. I paid for services that are not rendered. I have tried multiple times to speak with somebody and at this point I am at a loss for words and just want my money back. I broke down on the side of the road today because my AAA battery died! What I did, I don't know; but What they're doing isn't right.

  Business Response

  Date: 03/07/2024

  03/07/2024
  
  *******************************
  *******************************************************************
  
  Re:  *** Membership No. ****************
  
  Dear BBB,
  
  
  Thank you for your letter regarding the non-renewal of your *** membership.
  
  
  *** - ******************* (ACG) reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of disproportionate use of services, ACG may elect to non-renew a membership pursuant to the terms of the *** Membership Handbook, found at ***.com, which states:
  
  We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason. By way of example, we may decide not to renew your membership if Management determines that renewing could be detrimental to other members or disruptive to the operation of the club, where the expense to the Club from your membership benefits exceeds revenue collected or where the membership has an adverse impact on Managements ability to provide membership services. Your purchase or usage of other *** products and services may be used as a factor by Management in deciding whether to change or non-renew your membership.
  In performing our membership data review, we discovered that the expense to provide membership benefits to your household exceeded the revenue we collected. For the previous three membership terms our analysis of dues collected versus the cost of providing service to this household was negative.
  
  
  Please know that we make non-renewal decisions only after careful review and consideration. As such,ACG takes this action in order to continue to operate efficiently for all of our members.
  
  The above determination is final and binding. ACG will not acknowledge nor respond to any further inquiries concerning this matter. Please accept this as our final response.
  
  Cordially,
  *******************
  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21396638
  
  I am rejecting this response because: it still doesn't make any sense. You can refuse me and you can decline my membership but you can't keep my money, I was told in my email and in my letter that I was going to get a refund. What about my refund of $125?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/14/2024

  03/14/2024
  
  ****************************;
  5831 **********
  *************, ** 33781-5418
  
  Re:  *** Membership No. ****************
  
  Thank you for your letter regarding the non-renewal of your *** membership.
  
  
  *** - ******************* (ACG) reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of disproportionate use of services, ACG may elect to non-renew a membership pursuant to the terms of the *** Membership Handbook, found at ***.com, which states:
  
  We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason. By way of example, we may decide not to renew your membership if Management determines that renewing could be detrimental to other members or disruptive to the operation of the club, where the expense to the Club from your membership benefits exceeds revenue collected or where the membership has an adverse impact on Managements ability to provide membership services. Your purchase or usage of other *** products and services may be used as a factor by Management in deciding whether to change or non-renew your membership.
  In performing our membership data review, we discovered that the expense to provide membership benefits to your household exceeded the revenue we collected. (optional ) For the previous three membership terms our analysis of dues collected versus the cost of providing service to this household was negative $Amount.
  
  
  Please know that we make non-renewal decisions only after careful review and consideration. As such, ACG takes this action in order to continue to operate efficiently for all of our members.
  
  The above determination is final and binding. ACG will not acknowledge nor respond to any further inquiries concerning this matter.  Please accept this as our final response.
  
  Cordially,
  
  *******************

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21396638
  
  Is there any way I could please get a real person to respond? Instead of someone copying and pasting responses? According to these responses you do have the right to refuse me however I'm so curious as to how I went above and beyond in costs for your company? AAA gives you parameters that you have to stay Within. ************* my family and I have been left stranded for hours on end even into the next day due to aaa's negligence throughout the years. My father who is now 76 just about 2 years ago was left on the side of the road for 4 hours. You gave him a free tow for that. A couple of years ago I put in a call around 2:00 p.m. in the afternoon when I was working in ********* I had four separate calls into AAA and I didn't get picked up until 2:00 in the morning. You gave me a free tow for that. I've had so many issues with my cars throughout the years , and if it wasn't for having a AAA account I would really have been stranded . However ************* the company dropped the ball and several times we were given "free tows". How is it our fault if you spend too much money on your customers? Maybe you should stop and think about the employees you have at AAA and the third party towing companies that you have servicing your AAA members.

  I had one lockout done on my account this year. My boyfriend was on a job in Spring Hill and he locked his keys inside of his truck. I paid $125 and renewed my account last year. Almost 2 months ago I put in a request to have you guys come out and put air in my tire of my trailer. The wait time went from an hour to almost 3 hours. I jacked up the trailer took the tire off and walked the tire down to the gas station and put air in it myself. I canceled the roadside request because it's absolutely ridiculous that I would have to wait hours for air to be put in a tire. You asked me for a review and I spoke my mind. The only regret I have is not canceling my membership years ago. I believe wholeheartedly that my review is why I'm actually being canceled.

  When I renewed my membership, I fixed my membership according to the new family dynamic. My father no longer drives, my brother no longer has a vehicle and our friend moved out at the end of the summer last year. I renewed my membership with just me and my boyfriend who live in the household and are the only ones who drive now. All of the emails and Communications I have with AAA do not discuss the fact that this is no longer the same membership I renewed and altered my membership with one of your Associates. That associate also offered me a free one year membership for my boyfriend.

  You are a multi- million dollar company! With all that money, you would think you can actually get someone to really break it down for me. Again I am requesting my money back. I absolutely do not think it is right, I have had absolutely no communication from your company in regards to this. One letter does not suffice, it instructs me to email and wait for a response. I have not received a response, I have not received my money back, when I call in to speak about my account I am simply told that there is nobody at your company that can help me. I have to wait for an email to response. I have been waiting and the only way to get a response out of AAA is to write a Better Business Bureau review, and even with doing that I'm still getting generic copy and pasted responses. Because my account was canceled I can't even go back in to take screenshots and show you every time I was left stranded.

  Just give me my money back and I will happily pay my insurance company for roadside assistance for the next year with that refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/05/2024

  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 had a flat tire and requested AAA service at 8:24 pm Saturday night and the app said I'd get help by 9 pm. At 9:20, I received an automated call stating that due to high demand, it would take longer to get to me. Another hour goes by and I get another automated call repeating a similar message. After another half hour, I called to speak with a live rep. *********** the contractor who is on call was never contacted by AAA. He was not answering his phone. AAA lied saying that I was "in queue" and help would be arriving soon. Finally, a different contractor was dispatched from ***************** and by 12:30 am Sunday, four hours later, I was on my way home. AAA failed to perform the service I paid for.Member #*******************

  Business Response

  Date: 03/06/2024

  We spoke with ********************************* on 03/06/2024 via telephone and the matter was resolved to his satisfaction. 

  Customer Answer

  Date: 03/11/2024

   
  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,
  
  *****************************