Business Profile

Roadside Assistance

American Automobile Association

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Complaints

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

Customer Complaints Summary

235 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

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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:12/31/2023
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.
Put in a tow request. I was told it was sent to alpine towing. After 2 hours wait I made contact with AAA. Was then told ****** would not anser their contact attempts AND my order was erronously canceled. They reinstated the call. Then contacted alpine who claimed they never got the order. It didnt show in thrir records. I call back AAA who said they sent it to another comp. One I had requested to never use again. I had them reroute to alpine. This time alpine got the order. Customers should be paid at least minimum wage for these delayed calls or AAA fined everytime the delay goes beyond an hour as they do with the airlines. **************** was amusing at best. Rude at worst.
Customer Answer
Date: 01/01/2024
After I filed this I had wonderful help from ***** on realizing The last *** tow had left me stranded in a dangerous area with night falling. She worked personally to ensure A tow was available when I learned that for 4 hours AGAIN the *** staff had not submitted the order to the towers! This tow finally came and again when we got to the shop learned the mechanic was out suddenly for two weeks. This driver refused to ask where I wanted it parked and placed it beside tossed tires in the back corner behind the shop. And refused to take me 3 blocks up to a confirmed auto repair. I did find out the original driver had damaged my shifter when he tore it apart. Breaking the bushing. I had to take it apart to get it to shift. I was refused the right to use my family members **** on my policy by *** to get it blocks down the road. Cost me $60 to have it towed.
Customer Answer
Date: 01/01/2024
Basically each event and cost was directly related to the failure of AAA to fullfill its advertised promise. Not to mention cost to shift the car after sub contracter broke the connecting joint bushing and cost of additional tow. Twice stranding me in extreme dangerous places. Refusal of the use of 3 more tows on my family account. I now ask full benefits be reinstated and will file a claim on the damage.
Business Response
Date: 01/04/2024
We spoke with **************** on 1/4/24 via telephone and the matter was resolved.
Customer Answer
Date: 01/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me. We still have the issue of the broken shifting that must be replaced. I was *****ed one additional service call, though there were 3 total mishaps with towing including damage as explained to me by a mechanic. The damage I will file a claim on once I get a quote to cost. It is important that any towing company refuses a policy that can lead to endangerment when transporting a car or truck and ***** the tower the ability to ensure a vehicle is not left with the driver in an unsafe, and vulnerable spot on drop off.

Sincerely,

***********************
Initial Complaint
Date:12/27/2023
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.
We recently used the *** app to get battery service in **********, **. The car had a *** battery that had been installed by *** previously and was still within the warranty period. The *** vendor, Interstate Towing, replaced the battery but charged us $220, even though it should have been a warranty replacement. We contacted *** customer service and they contacted Interstate who according to ***, told them they didn't provide warranty service because we had failed to provide a receipt, which was never requested by the Interstate representative. We were then instructed by *** to submit a reimbursement form. The form provided was for people who used an outside vendor. We used *** and Interstate arrived in a *** van. We submitted the form with an explanation of what really happened and have waited over a month with no response. When I called *** again on the 27th and was shuffled through four representatives, I was told the person assigned to our case is on vacation and I should wait until after the new year to see if they call me. The vendor *** used for our service was not honest and now *** is not helping to get it resolved in a timely manner. We are seeking immediate reimbursement of the $220.84 that Interstate charged us for what should have been a warranty replacement of the battery.
Business Response
Date: 01/11/2024
We have submitted a check to the member in the amount of $220.84 on 1/10/24, please allow ***** business days for the check to come in the mail.
Initial Complaint
Date:12/26/2023
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 12/22 I was driving to the airport about an hour away to go on a family vacation that had been planned for over a year when all h*** broke loose. I had recently had my alternator and battery replaced by a AAA ****************** here in *********, ** in November. Driving to a business meeting shortly after, the car went into limp mode during 5 o'clock rush hour in **********. Turns out that repair facility put the wrong alternator in my car. Read that again. Wrong alternator. It was towed to another AAA repair facility in ********* ** due to massive electrical problems and the engine suddenly going into limp mode. The store manager threw the team in ********* under the bus claiming "those guys are inexperienced." ******** AAA "fixes" it and charges me $200 for the "right" part. Fast forward to 12/22 and the car does the same thing and I am stuck stranded on the road for 4.5 hours because AAA won't let me just leave the car even though the previous two times I left the keys and went on my way. I missed my flight and any other flights out because of the delay and their miscommunication. I was called 10 times by 5 different people and now my car is back at yet another AAA auto care center for what I assume is faulty work. Terrible. Unwilling to honor their warranty work or their members. I have nearly been killed and missed out on family because of AAA's incompetence and I can't wait to get my lawyer involved.
Business Response
Date: 01/10/2024
HELLO
ACCORDING TO THE MEMBER'S ADDRESS, THEY LIVE IN ** WHICH IS NOT IN OUR JURISDICTION. THIS MAYBE WITH AAA CLUB ALLIANCE OR AAA EAST CENTRAL.PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.
THANK YOU
Initial Complaint
Date:12/22/2023
Type:Product 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.
12/22/23 I requested that my non operational vehicle be moved 6 miles so that I can work on it myself. I have been a AAA customer for over 22 years and haven't used the service at all since. 2006. I pay approximately $150 a year for **************** but when I asked for a 6 mile tow they refused. I then told AAA to cancel and refund my money, they refused to give me any refund even though I have paid a small fortune in premiums with no service rendered. I want a refund, since they provided no service. I recomend to others that they save their money and do not rely on an unreliable AAA. They will happily take your money, but will avoid providing what you pay for.
Business Response
Date: 01/02/2024
We have attempted to reach **************** on December 28, 2023 and January 2, **** via telephone and email but have been unable to reach him. In the event they contact us we will resolve the matter directly with them.
Initial Complaint
Date:12/20/2023
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.
There is a HUGE lack of customer service with this company. I rented a ***** car through them, I was issued 5 pending charges exceeding in $500, and when I called them to find out why I had 5 pending charges, they kept sending me to *****. Then ***** kept sending me to AAA, and round and round we went, with me being hung up on, transferred, and no one had any straight answers for me. The Hertz people stated that I had to talk to AAA and then when I reach a AAA customer service agent, I am told that I need to talk to *****. I am still on hold despite starting this process 2 HOURS AGO!!!!! How is this considered customer service????? How is this considered good business for either business????? I have always thought that AAA was a great company, but after this experience, I'm truly doubting my membership with them and I will talk with other family members that have this service to see if it's even worthwhile to keep this service with the trash customer service they have. BUYER BEWARE! DO NOT BOOK ANYTHING WITH AAA OR HERTZ BC THEY CAN'T GIVE YOU UPFRONT ANSWERS AND WILL PUT COPIOUS AMOUNTS OF MONEY ON HOLD ON YOUR CREDIT CARD.
Business Response
Date: 01/22/2024
Dear BBB,
Thank you for the inquiry regarding the refund for ********************************
Thank you for contacting AAA. We spoke to ******** on 12/20/2023 and explained that ***** is a third-party company and we do not have access to their payment system. For any customer service issues, ******** would need to contact ***** **************************** directly by calling ************** or by emailing customer ******************** We apologize for the experience ******** has had with *****************.

Cordially,
ACG Member Relations
Initial Complaint
Date:12/19/2023
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 have been with AAA my whole life for auto. My mom was a regional manager. I decided to bundle years ago. Last New Year holiday time my shower leaks down so I call my agent he tells me what to do, *************, AAA give me a check. Done deal. So I get my home payment schedule for this year which includes my homeowners insurance. It doubled. So in 3 years they will have taken back every cent. Then I will keep paying them extra every year until my home is paid for. What a racket. I wish I had never called them.
Business Response
Date: 12/19/2023
RE:                  Policy Number:           FHP1129321
                        Complaint Number:    21027655
                        Complainant: ***********************
                        Address: ***********************************************************
Date:                           December 19, 2023

To Whom It May ******************************* to the above-referenced service request submitted to *************************** of *******.

As you may know, auto insurance premium is calculated within the rating plans filed with the state insurance regulator and these rating plans must be applied uniformly and without exception to all policyholders.   These rating plans, which are approved by the state, include all discounts and surcharges.  It is industry standard for certain types of losses to include a surcharge,due to the change in risk. Speaking to our customer service department at ************ for a policy review is suggested,in order to discuss all available options and discounts.
Customer Answer
Date: 12/28/2023

Complaint: 21027655

I am rejecting this response because: AAA, regardless of the tremendous amount of money that insurance companies have at their disposal to advance the interests of said companies in which the word advance intends the uses of lobbyists and such to relay those interests to the ears and hands that people that write the proposals and such that the Governor signs into law, didn't even tell me of the increase. In the many years that I have utilized AAAs contractual services for both vehicles and home, I cannot recall a time where my rates were raised without notification. Certainly not doubled. Had I known that by following my agents directives from the begining, then to the claims department, doin what I was directed to do would result me being penalized to this extent I would have paid for it out of pocket. I was under the belief that I had to agree to such a change in policy before implementation.

Sincerely,

***********************
Business Response
Date: 12/29/2023
Technically speaking, insurance is a guarantee of compensation for a specified loss, damage or loss of life in return for payment of premium. It is used primarily in the event that an insured cannot pay out of pocket for the expense incurred for the loss. Upon renewal of the policy the risk that is insured is assessed again to determine the upcoming premium; this includes claims, violations, age of risk, demographics, etc. Should a claim be filed, the insurance company has a right to surcharge the policy as a result of a greater UW risk which is outlined in the policy jacket given at the inception of said policy. This is not so that we can benefit from the increase in premium to invest but to be able to pay out to other claims that will occur as insurance is a pool of money.
We strongly suggest that you call into our customer service line so that we can perform a AAA Triple check to determine that you are being rated as accurately as possible and are utilizing all available discounts. To be concise, this very well may not counteract the increase of premium for your claim, but it may help reduce the premium.
Customer Answer
Date: 12/29/2023
To whom it may concern,
   I wish to remove and withdraw my complaint against AAA and furthermore I would like to humbly apologize for my blunder and the inconvenience it has caused you. The information was notified to our household. Again,I apologies. I will use the kind direction given me.
Sincerely, ***********************
Initial Complaint
Date:12/17/2023
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.
I called AAA because my personal 2013 Camaro was in the garage at my residence and would not start. I had a transport company coming to pick up the vehicle. I called AAA and asked for a jump. Technician Nick ************** arrived and made contact with my wife and son. Because I was not personally there, **** charged my wife $69.55 up front for the service call. While trying to jump the vehicle, it went into security mode and would not jump. **** had no idea how to proceed, so he left. Because he activated the security mode, and the vehicle could not be started, I should not have been charged for the service call. Member # ******************* This is the second time I have ever used AAA Very disappointing.
Business Response
Date: 12/18/2023
We have spoken with ************** on December 18, 2023 via telephone and the matter has been resolved.
Initial Complaint
Date:12/09/2023
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 called AAA at 1:07 pm to have my car towed to repair shop not more than miles away. It took them 6 hours and about 10 phone calls to get this resolved. But they want me to send them as gifts. This is not the first time I had to deal with this type of service. I wonder if other people are deal with this.
Business Response
Date: 12/11/2023
We spoke with ******************** on December 11th, 2023, via telephone and the matter was resolved.
Initial Complaint
Date:12/05/2023
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.
11/13/23 day AAA sent contractor to jump start my **** Cev. truck! ****** told me to go in and turn the key! All i heard was a POP he said it's not your battery it's your starter i can tow you were ever you want! With that he left so i go over where he was standing i could smell melted plastic really bad on driver's side front of truck i looked around and then took cover off of fuses panel and seen fuses and panel all melted! Its was on a Sunday so i called and as transform to another party she said i will give you a number to call on Monday they are customer service and I'm sure they will fix it seeing was our fault! With that called following day which they already had a report on this Said they don't See a problem on it and get it fixed! Well get a call yesterday and said they arent covering damage i cant prove it was them who else would it been? I also have pictures on damage and kept all the damage items as well !
Business Response
Date: 12/05/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN CT WHICH IS NOT IN OUR JURISDICTION. PLEASE USE AAA.COM TO DETERMINE THE APPROPRIATE AUTO CLUB.
AAA
Customer Answer
Date: 12/05/2023
I hope info went thru it just sat and then I got booted out ! Person I spoke to was from ******** who said they were responsible from Custmer relations !
Customer Answer
Date: 12/05/2023
I hope info went thru it just sat and then I got booted out ! Person I spoke to was from ******** who said they were responsible from Custmer relations !
Initial Complaint
Date:12/03/2023
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.
Today on on December 2nd my car caught a flat tire on 71 north and we reached out to customer service for AAA. Upon reaching out ******* informed me my order for service was recieved. I called back for an update and was told the order was never placed. At this point very upset with kids in the cold sitting on the shoulder placed a second request. Then was told was placed as a priority call.. waited till 2 am not one call from NO limit towing.. I called for an update then informed they said tried to call.. not one missed call nor did the tow company reach out.. told we can give you a ***** Lyft credit to leave my car and leave my car on the road..cause they will need to find a back up.. I have been sitting in the cold for over 4 hours 2 police officers have stopped concerned. The service has gown down hill.. they need better service vendors and to revamp customer service. I will not renew my membership and will inform my family to do the same..
Business Response
Date: 12/04/2023
HELLO
ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN OH WHICH THEY MAY BELONG TO ANOTHER CLUB FOR ROADSIDE ASSISTANCE. PLEASE USE ADVISE THE MEMBER TO VERIFY CLUB INFORMATION FOR ASSISTANCE.
AAA

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American Automobile Association is NOT a BBB Accredited Business.