We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

American Automobile Association has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint regarding ************* I took someone to VA hospital for surgery in *********. Its about 45 minutes where I live. My concern was getting her home. I did not even realize my car had been damaged till 2days later when I went to drive it again. It appears that someone scraped it in the parking lot while we were in the hospital. Called Aaa to get a claim number to take car in. My comprehensive coverage requires a $100 deductible. I spoke to3 different agents at AAA, they all have a different answer as to what my deductible would be. Now they are saying that I did not have a police report so it will fall under collision with a $500 deductible. Claim would have had to be filed within 24 hours of damage being done. I didnt even realize till next day. They said if a grocery cart did damage or a deer hit it the deductible would be $100. This is without anyone even looking at the vehicle. Collision would seem like if my vehicle collided with another car. I WAS NOT EVEN IN THE **** I believe insurance company is trying to rip off a consumer for as much as they can. This is not right. They love to take a lot of money for insurance but dont want to take care of you when you need it and NO ONE even tells you all this when you buy their ins. I have had AAA for approximately 50 years. This should be revi to protect consumers. Please advise. Thank you.

      Business Response

      Date: 02/19/2024

      HELLO

      PER REVIEW FROM CLAIMS, THE $500 DEDUCTIBLE AMOUNT WOULD APPLY DUE TO THE **** OF LOSS. UNFORTUNATELY, THIS IS STATE LAW THAT A REPORT HAS TO BE MADE WITHIN 24 HOUR FOR UMPD COVERAGE TO APPLY. ANY ADDITIONAL QUESTIONS PLEASE FEEL FREE TO CONTACT YOUR ADJUSTER.

      AAA

    • Initial Complaint

      Date:01/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date: January 30th @3:30pm called for tow.......never came by 7:30pm..received call from tow driver@:9:30 pm stating he just received a call from AAA..and that he is 1.5hrs away. Tow driver rescheduled. For 8:45am no show...called AAA back spoke to supervisor *****. Who said 1pm today...so almost 24hrs. No service..stuck on side of road..15 years of being a customer and get no service... currently still stuck as I write this message...detailed info available upon request...

      Business Response

      Date: 02/01/2024

      We have attempted to reach *********************************** on Feb 1st, **** via telephone 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:01/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called AAA this morning at 11:45 for a tow truck to come get my truck take it to the garage I live by myself I have no other transportation I called several times they told me it was working on it then I called and the girl told me it was dispatched at 2:30 then they said 5:57 that be here 7:45 and they still haven't showed up haven't called they even told me they call me back and tell me what it was going to be herewell I called ********************** and it cost me $130 for that so I think they owe me my towing fee

      Business Response

      Date: 01/30/2024

      We spoke with ********************** on 1/30 via telephone and the matter was resolved.

      Customer Answer

      Date: 02/02/2024

      I agree to thie settle with AAA if they pay my tow bill and give me a free subscription to AAA which they did the free subscription but I haven't got to reimbursement form to see if they're going to get my $150 back yet so when that happens then I will get back with you and let you know that if I'm happy with the deal

      Business Response

      Date: 02/08/2024

      He has to submit his reimbursement form and receipt in order for us to send him a check for the towing he paid for. We haven't received this yet, and once we do we will process it. 

      Customer Answer

      Date: 02/09/2024

      I'm out of reimbursement form in a couple of days ago and I checked my mail today which is February the 9th and I got a bill in there for AAA for this year's renewal which they told me was free so I don't know what's going on

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 29, **** I contacted AAA for a tow at 10:00 a.m. and was told they would be there by 11:15 a.m., at 11:15 a.m. I was given another time to 12:30 p.m., at 12:30 I was told the driver came out and the keys were not there, I informed them that was NOT true I had been at the location all of this time from 10:00 a.m. and now it was after 1:00 p.m. and no one came. I confirmed the address and they said they would send someone out. A little after 2:00 p.m. I was told that I cancelled the call, which I DID NOT cancel!! I have been waiting on the street since 10:00 a.m. today and it is now 3:20 p.m. and I was now told it will be another 90 minutes. This is absolutely unacceptable. I am a senior citizen and I have loss and entire day of pay at my job waiting on AAA. HELP!!! HELP!!!

      Business Response

      Date: 01/30/2024

      Hello, this member lives in Ontario, ** ***** which is not within our auto club jurisdiction. Please use www.aaa.com to determine the auto club for his state and city and forward this inquiry to *********. Thank you, AAA-The Auto Club Group

    • Initial Complaint

      Date:01/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Greetings:On January 17, ****, my car died while I was out running errands. I was in a parking lot at ********************************************************. I called *** at 11:44 am. The bot I had to deal with was difficult. Communication was delayed and sparse.I called and spent one hour waiting to speak to someone in two separate calls to ***. I made an appointment for between 8:30 am and 10:30 am on 1/18/23. The next morning **** called at 7:56 am. He then called me back and said *** had canceled the job, and I would have to start the whole process all over again.I did and the bot said a truck would be there between 8:30 and 9:30 am. At around 9:30, I received another message from a robot telling me now I was put off until at least noon for service.I spent over an hour and a half trying to speak with someone from roadside assistance to find out why this service had been delayed for so long and to demand I receive the service I paid for.The second person, "******" hung up on me. I then called back to speak to a supervisor and spoke to ****. She offered little in terms of explanation or assurance but did apologize. The *** truck arrived at approximately 10:30 am on 1/18/****, nearly 23 hours after I requested service. He failed to jump my car had no replacement batteries. Which is what I called for in the first place. He then said call *** for a tow and left. I was left stranded with no working car and had no intention of calling *** again for anything. I called a private tow and took an Uber home at 11 am nearly 24 hours after I first requested service. Later, the tow truck driver called to say he jumped my car and got it started. It is now with the dealership to check out the problem. *** completely failed me. I waited 24 hours for a truck, was treated rudely by customer service, had an appointment inexplicably cancelled, *** failed to even jump start my car when another service was able to, and had no replacement battery.--

      Business Response

      Date: 01/26/2024

      We spoke with ************ on 1/23/24 and 1/26/24 via telephone and the matter was resolved to her satisfaction.

    • Initial Complaint

      Date:01/19/2024

      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 have been an AAA member since ****. This is the first time I have had to use the service to request a tow truck to take my car to the dealership. On Wednesday, January 17, ******************************************************* an order for a tow truck to tow my car to my dealership. The call for the tow truck was placed at 7:55 a.m. I kept waiting for the tow truck to arrive and in-between times I received two cell phone calls stating the tow truck would arrive in three hours! Then I called AAA again to try and find out why the wait time was so long. Of course, I then had to wait about 20 minutes to be connected to an AAA ******** cut a long story short the tow truck never arrived despite me receiving several ETA's that never made any sense or materialized. It was now over five hours since I placed the original call. In the end I had a friend accompany me to drive my car to the dealership hoping that we would not breakdown along the way knowing that a tow truck would most probably never arrive. What if I had been in an unsafe location on the side of the road and this happened? .Based on the length of time I have been an AAA member and the great inconvenience and stress this situation caused me I am looking to have my AAA account credited for one years membership.

      Business Response

      Date: 01/22/2024

      We spoke with ************** on 1/22 via telephone and the matter was resolved.

      Customer Answer

      Date: 01/22/2024

       
      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:01/16/2024

      Type:Delivery 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 requested towing service and they never showed up. They sent a text at 3 AM, 10 hours later, stating they were cancelling the request. I ordered a tow the next day from another service.

      Business Response

      Date: 01/19/2024

      We have attempted to reach ************** on January 17, ****, January 18, **** and January 19, **** via telephone and email but have been unable to reach him/her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:01/10/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called for service last night. They told us ***** minutes. Drove back to the vehicle, waited on the side of the road and they finally call saying they cant help us. We schedule for the following morning at 9am. No call, no show from AAA. We called multiple times to get AAA and keep getting hung up on. No ETA.

      Business Response

      Date: 01/11/2024

      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

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today, January 3, 2024, the last incident happened tonight. AAA has gotten 1 out of 4 tows right. Luckily, this tow, I was in a safe location. I put a call in at 8:30 PM for a pick up. Apparently, a company that was unable to be found online as a tow truck company picked up the call. There is no vehicle in route, nor a destination or a company or driver assigned. When I called, they said they would reroute it and dispatch would reach out to me. This is not the first time it has happened. This was the first time I was in a safe location. that really has nothing to do with follow-**** At this time I must cancel our five person membership. They will not issue a refund because one of the five people used a successful tow. since I am unable to cancel the company, I ended up hiring a company to pick it up on their own which plans on being here in 30 minutes. Ive use this company three times in the past to pick up the slack. Unfortunately, it takes extra paperwork to make the reimbursement take place to to anyone looking to use AAA as their services please look into the reviews. I hope this helps someone and making their decision. At the end of the day, I wished I took the to service through my personal insurance company. I will do better next time , I wish everyone reading this the best

      Business Response

      Date: 01/05/2024

      We have attempted to reach ************** on 01/04/2023 & 01/05/2023 via
      telephone/email but have been unable to reach him/her to resolve the
      matter.  In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:12/31/2023

      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.
      On 28DEC23 at 1:38 I phoned AAA for a tow and was deferred to the website for faster more efficient service. The recording was confusing but doable. I was notified that help would arrive in 45min by text. No one showed. AI canceled request at 1:39. 1:53 called and clerk was unable to reinstate initial, opened new request. 2:00 was notified no-one was available to hire a truck and apply for reimbursement. I declined. Was unable to transfer to a supervisor/manager. 5 more calls. 4:55 was able to talk with customer complaints. Please take the time to listen to that recording. This was an argumentative person who kept up a smart-ass attitude, yelling until he hung up. This has caused me a lot of trauma. I am requesting a complementary membership year for ****. This is not a full accounting of the hate I experienced for 4 hours. I do have names, times, and request number if needed.

      Business Response

      Date: 01/02/2024

      We spoke with ************************** on January 2nd, **** via telephone and the matter was resolved.

    American Automobile Association is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.