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 has 7 locations, listed below.

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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

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  American Automobile Association

  1610 SE Federal Hwy Stuart, FL 34994-3910

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  American Automobile Association

  4800 N University Dr Lauderhill, FL 33351-5746

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  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:11/25/2023

  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 were traveling in ***** when we had a flat tire. I called AAA and they said someone would call me back with a time frame to tow our car. A half hour later no call. I called again and the same thing happened. A half hour later the same thing happened. Finally their official tow place called and said they were on their way. After half an hour i called him back and he said AAA gave him the wrong address. Still nothing. I called AAA back and they said he was on his way but when I called the driver back, no answer and his voicemail was full. We finally called a tow place and paid to be towed. We will not be renewing AAA.

  Business Response

  Date: 11/27/2023

  HELLO

  ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN ** WHICH ISN'T APART OF OUR TERRITORY. PLEASE GO TO AAA.COM TO FIND THE CORRECT GROUP.

  AAA

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20915464
  
  I am rejecting this response because: I didn't file a complaint with a specific AAA division.  I filed it with the Better Business Bureau.  It shouldn't matter where I live, the complaint still is valid!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/05/2023

  HELLO

  THE COMPLAINT WILL NEED TO GO TO THE APPROPRIATE AREA TO RESOLVE. THERE ARE DIFFERENT AAA TERRITORIES THROUGHOUT AND THIS IS NOT ONE OF OUR TERRITORIES. I WOULD ADVISE TO REFER TO MEMBERSHIP CARD IF YOU ARE A MEMBER AND THERE SHOULD BE A PHONE NUMBER TO CALL FOR ASSISTANCE. 

  AAA

• Initial Complaint

  Date:11/22/2023

  Type:Order 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.

  A POLICY WAS TAKEN OUT IN MY NAME WITHOUT MY PERMISSION. I HAD INSURANCE WITH AA FOR YEARS AND I ASKED TO CANCEL MY MEMBERSHIP IN AUGUST. I WAS TOLD IT WAS CANCELED. I GOT INSURANCE WITH BRISTOL FARMS IN SEPTEMBER. A POLICY WAS OPENED IN MY NAME, ************************* ON 10/29/ 2023 WITHOUT MY PERMISSION. ************************* IS REQUESTING THAT I PAY 230 TO CANCEL THE POLICY THAT I ALREADY ASKED TO HAVE CANCLED IN AUGUST. MY ORIGINAL POLICY WAS MADE WITH *********************** 11/6/2022

  Business Response

  Date: 11/27/2023

  HELLO

  ACCORDING TO THE MEMBER'S ADDRESS THEY LIVE IN CA, WHICH IS NOT IN OUR GROUP. PLEASE GO TO AAA.COM TO FIND THE CORRECT CLUB.

  AAA

• Initial Complaint

  Date:11/18/2023

  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.

  My membership card (#*** 014 ******** 5) shows me as a loyal member since **** because I was on my father's membership - but then took it over and added my two sons. We three have premium memberships which include 200 miles of towing. On Oct. 9 my car shut down as I drove on a busy street in *********, **. It wouldn't re-start so I called AAA for towing. I explained that I was in danger as traffic was plowing at me from behind, trying to stop or get around me. I had flashers on. After the initial report, on which I begged for quick service, I was told I have to wait as there were no trucks available. I received infrequent recorded calls saying a truck was on the way. usually with no time frame. Updates continued with NO human on the calls, saying a truck would arrive, sometimes saying it would be 30 minutes and one time saying 94 Minutes! I was left stranded in the road for 3 hours, and it became dark. After 3 hours waiting, I called a private company. AAA never came. They "have no trucks or drivers". My membership includes towing - and they advertise 24/7 service. This is fraudulent advertising, failure to provide promised services and putting customers in danger. This happened also last January. They offer towing, which I paid for - but they cannot fulfill the benefits of membership.

  Business Response

  Date: 11/20/2023

  We spoke with ***************** on November 20, 2023, via telephone and we have discussed the matter directly with her as a closure. 

• Initial Complaint

  Date:11/14/2023

  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 for a tow cuz I had a flat tire on i-75 south in ******* they left me sitting there after I called few more times to see why they weren't there I sat out there for 12 to 14 hours it was 89 and 95 heat in July I'm in my 70s my wife had to come out and we had to change the tire ourselves to get me home in the car home I'm disgusted I felt like I was going to be hit by them big trucks every minute I was afraid to sit in car

  Business Response

  Date: 11/15/2023

  We spoke with ******************** on 11/15 via telephone and discussed their concerns. Because the membership is currently lapsed as of May 2023, at this time we are unable to offer an appeasement beyond a verbal apology. We consider the matter closed.

• Initial Complaint

  Date:11/14/2023

  Type:Order 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 top of being double billed for my husband, when we needed AAA for a jump of our dead battery nobody showed up. It is not the first time that AAA has not responded and its nearly impossible to cancel our membership.

  Business Response

  Date: 11/16/2023

  We have attempted to reach ******************* on November 14, 2023 and November 16,2023  via telephone and email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:11/10/2023

  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.

  I am writing to express my dissatisfaction with the consistently poor service I have received as a member of AAA. I have encountered multiple instances of no-shows, which have significantly impacted my overall experience and left me frustrated.Despite being a loyal member, the repeated failures to meet service commitments have not only inconvenienced me but also eroded my confidence in AAAs ability to fulfill its promises. I believe such lapses in service are unacceptable and reflect poorly on the reputation of your organization.In light of these ongoing issues, I kindly request a rebate from the membership fee I have paid. I believe it is only fair to be compensated for the subpar service I have experienced.I trust that you will address this matter promptly and take the necessary steps to improve the quality of service provided by AAA. I appreciate your attention to this concern and look forward to a ****************

  Business Response

  Date: 11/10/2023

  We spoke with **************************** via telephone on 11/10 and the matter was resolved.  

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20852112
  
  I am rejecting this response because:

  Im still waiting the credit they promised me towards my next years membership because of the inconvenience they caused me.

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

  Business Response

  Date: 11/21/2023

  Ms. Inchaustegui has used the service one time, placed the request for a jumpstart and 45 minutes later called to cancel the request as she got her vehicle started. We spoke to Ms. Inchaustegui regarding her BBB complaint, as all calls are recorded, she only requested we cancel her auto renewal for her membership, stating her complaint wasn't for road service. We advised the auto-renewal was cancelled and she would get a letter in the mail when it's time to renew her membership. There was no request for compensation on her membership, nor would we apply any as she has not had any failed services or delays. We consider this matter closed. 

• Initial Complaint

  Date:11/09/2023

  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.

  This company has the worst service, they have known sense of time. The customer service is horrible. Any time that *** had to use them or friends and families had to use them theres always over a three hour wait they give you an ETA and they never stick to it. I would not recommend AAA to anyone and I will not renew my services with them.

  Customer Answer

  Date: 11/10/2023

  I need to add they never ever called me I waited till about 2am by myself in a car that wouldnt start. Finally I took Uber home. It sad a company this big would treat a customer this way. 

  Business Response

  Date: 11/13/2023

  We spoke with **************** on November 13, 2023, via telephone and the matter was resolved. 

• Initial Complaint

  Date:11/06/2023

  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 or around the 1st of November my husband called triple AAA for a battery service. Our intention was to just purchase a new battery. They sent someone out who was fairly nice but clearly did everything in his power to "prove" there was nothing wrong with the battery. For a month the car would start intermittently, and became slower and slower at starting. The man claimed the battery was fine - especially when I showed him the receipt that showed the battery was nearly 3 years old. I couldn't get through to him that if I had to pay for a battery, that was fine. I travel a lot for my business and as I told him, I could not risk stopping somewhere to get gas 4oo miles a way and not being able to start the car. I travel alone and it wasn't safe. His response was to "just call AAA when I was up at my business in rural Alabama and they will handle it". As I told him, it was not an area that AAA serviced. He left and said to call him in 2 months when the battery warranty expired. Well, sure enough, I get into rural NE alabama and my car will not start. My husband tried for 3 hours to get AAA service and they said they didn't service our area. We had to go buy a battery at ******* and the problem was solved but this is the SECOND time I have been stranded by AAA. 2 years ago I was on I-75 and got a flat tire just north of Umatilla. It was during the pandemic. I called AAA and they said they couldn't help. I asked what am I supposed to do? I'm 400 miles away from home? They could have cared less. One of the Road rangers finally stopped to help me and change the tire.Regarding this latest incident with my battery, we had to purchase a battery from ******* rather than the jerk from AAA replacing it and charging us for it. We paid ****** for the battery at ******* which was less than what we would have paid through AAA but my major complaint is with the driver who put me in this unsafe situation when I TOLD him I can't be stranded in the sticks of NE Al

  Business Response

  Date: 11/07/2023

  We spoke with ********************* on 11/07/2023 via telephone and are working diligently to resolve this matter for them.  We will provide an additional update once we have closure on this case for *********************.

• Initial Complaint

  Date:11/06/2023

  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 your rating is -8 on a scale of ****...!!! Your service today is the worse ever I have received in 18 years Seems you have a group of incompetent employees and you rely in the worse group of subs to get the job done. I placed a call this morning at 8 am and it's now 2pm and after 8 calls to your customer service all day want to do is terminate the *** service and find a dependable service that takes care of their customers.. This is completely unacceptable. The driver from Prestige showed up and told me to contact *** again because he was told the order was canceled and after calling to find out I was told they are sending the same incompetent service company again... WTF *** THIS IS %>#%}? B S Maybe because I am in a safe place called home we received the worse service... thank God we were not stranded on the road because *** today became FFF

  Business Response

  Date: 11/16/2023

  We have attempted to reach ******************** on November 10, 2023, November 14, 2023, and on November 16, 2023, 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:11/06/2023

  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.

  Car would not start the morning of November 5th. I called ***. Their mechanic ran some tests on the battery and determined it was not a battery issue but a problem with the alternator. He confirmed with his supervisor and recommended I take it to a local mechanic to have the alternator replaced. On the 6th I dropped the car off at a mechanic who ran a test on the alternator only to determine that was not the issue but it was actually a bad battery and then charged me $150 for the test. *** should reimburse me for the $150 as I only requested the diagnostic from the mechanic based on the advice of the *** technician.Additionally the *** website is a nightmare to enter a reimbursement request through and their reimbursement department is not helpful at all.

  Business Response

  Date: 11/07/2023

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

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20831178
  
  I am rejecting this response because: company agent called me but they are not in a department that can answer my concerns or provide a reimbursement. Requested that someone who has the ability to solve this issue contact me.
  
  Sincerely,
  
  C R

  Business Response

  Date: 11/08/2023

  The agent who spoke to ************** was from the reimbursement department, and he was advised on 11/7/23 that a check for the diagnostic fee he paid was being sent to him via mail. He should expect a check within 2-3 weeks.