Complaints

This profile includes complaints for AAA Auto Club South's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AAA Auto Club South

  200 Mansell Ct E STE 250 Roswell, GA 30076-4973

• 

  AAA Auto Club South

  2161 Lavista Rd NE STE 100 Atlanta, GA 30329-3915

• 

  AAA Auto Club South

  4101 Roswell Rd STE 301 Marietta, GA 30062-6287

• 

  AAA Auto Club South

  1500 Mount Zion Rd Ste 205 Morrow, GA 30260-4156

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:02/26/2023

  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.

  AAA has charged me for two tows in which they did not tow my vehicle. I contacted them and spoke with a supervisor who told me they were crediting me back and then when I called to get an actual tow the young lady said they were not going to credit me. She said the dispatcher said they explained why they didnt tow the vehicle and i should have read the membership materials. I would like my money back

  Business Response

  Date: 02/27/2023

  We spoke with ******************** on 02/27/2023 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:02/09/2023

  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.

  Starting last year, AAA started ONLY allowing everyone to pay their annual amount if they RETAIN my credit card information for subsequent years and AUTOMATICALLY CHARGE my account every year. This should be illegal. My dues are due February 1st...they charged my account THE VERY FIRST DAY OF JANUARY! When I found out I made them credit back my account, not only did they pay my bill also paid my daughters. SO the week after Christmas I was charged $173 that I was totally unaware of!!!!!!!!!! I keep trying to find out how I can STOP the automatic charge and they say I CAN'T. I want them to make my online account so that I will not automatically be billed every year. AND they need to STOP this billing practice immediately!!!!!!!!!!!!!!!!!!!!!!!!!!!!Thank you

  Business Response

  Date: 01/30/2023

  This is a member of AAA South Club 014- *******. This will need to be forwarded to them

  Business Response

  Date: 02/10/2023

  We do require members to enroll into automatic billing. Member's also have the option of removing automatic billing at any time. Member was mailed a billing notice of the upcoming charge on 12/12/2022. Member did not make any changes to their billing, therefore billing occurred on 01/01/2023. Member also paid to add an associate to their membership last year, on 02/24/2022. Therefore, when the membership renewed, the associate membership was still intact.

  Member contacted us on 01/14/2023 to have automatic billing removed and to remove the associate member. Member was fully refunded on 01/17/2023. Lastly, member contacted us on 01/26/2023 to renew again for the 2023-2024 year and is no longer on automatic billing.

• Initial Complaint

  Date:02/01/2023

  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.

  On Monday, Janurary 30, 2023, I was leaving work around 6:00pm. I experience some noise and my steering became hard to turn. I realized my steering belt may have broken, which may have been the cause of the noise. I called AAA to tow my car to ****** Auto which was in the ********* area where I worlk and live. The call was made at 6:34pm. I was sent a text to input my information. At 8:30pm I was tired and didn't hear from anyone so I left my car in a new plaza down from my job near Publix and had my husband pick me up. At 11:30pm that night I finally get a call, in which I was told they couldn't get anyone. I told the dispatcher I am glad I was not still sitting in my car and that she would need to find someone, because if my car gets towed they would be responsible for paying the fee. She said she would call me back either way to give me an update. At 3:44am, I get a text that service will arrive at 4:29am. I receive the call from Telvin at 4:23am that he was on his way from ******** and lived in the ******* area so he picked up the call. He asked if the door was unlocked and did I leave the keys. I told him no, that was not a safe thing to do. My husband prepared to meet him at the publix plaza location at 4:30am. I was so tired and frustrated, back at work the next morning tired and worn out for a lack of sleep. I just renewed my membership on December 21, 2022 for $220., When I asked for a refund and cancellation I was told I could not get a refund by one rep another said she didn't see a problem I hadn't used any service. The website states you can be refunded, I asked the member service supervisor *******, is this how you all treat a member of AAA since 2012? The resolution to this story is I am completely frustrated and finished with AAA, I want out of my membership and a refund of $220 refunded back to my card. My husband is retired, I work two exits from home, so we have decided to go locally now if we should ever need towing assistance.

  Business Response

  Date: 02/02/2023

  We have attempted to reach ********************* on 02/02/2023 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.

  Customer Answer

  Date: 02/02/2023

  I am at work and just called the ************ number back.  There were two missed calls back to back at 11:27am. No one bothered to leave a message so I am getting tossed around from person to person again.  It would be nice to know how I would be speaking to.  This is why the relationship is ending. I need to hear from someone and I will try to stay in reach of my phone.

   

   

  Business Response

  Date: 02/08/2023

  We spoke with ********************* on 02/08/2023 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 02/08/2023

  When I received a call from ***** at AAA today I was told that a refund was going to come to me in a form of a check.  I asked ***** last week if it could be put on my card I was told no.  Then today, ***** stated my refund would go to my card on file.  I told him I will close the account once I receive the money back.  When I receive payment back to my card I will update this file, until then nothing has been resolved.

  Business Response

  Date: 02/20/2023

  We spoke with ********************* on 02/20/2023 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 02/20/2023

   
  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:01/19/2023

  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.

  On 10/22/2022. I contacted AAA around 4:30 in the afternoon because I had an issue with my front wheel on my vehicle on the highway. I had to pull into the medium by the fast lane because I could not get over to the left. I was told they would be there around 6:30. Then the time kept changing. I was in a dangerous place to stay with the car so requested my vehicle to be picked up with no one there. It was being towed to my home. The repair was a simple one but could not be done on the highway. My vehicle did not show up till about 6:05am the next morning in the pitch black. After my vehicle had the simple repair done and went for a test drive ,the vehicle could not drive without severly wobeling. The mechanic shop put it up on the lift to see what was going on. He immediatly called me and notified me that both the tie rods had been bent by the wench of the tow truck. He took pictures and sent it to me. I contacted Aaa right away. I filed a complaint. They told me it would take 2 weeks to review. I had to repair my car. Since then I have been ignored, been told the tow truck driver said he didnt do it. So i was out of luck. I have made numerous complaints and have been bounced around. The rep that i have talked to dosent return my calls and everytime i try to go above her they transfer me back to her. I had to pay over $400. to repair the damage to my car so it could be driven. I want re-embursed for my mechanic bill. That bill is included. Before my car was put on the lift. Because it would not drive we had to use a u-haul tow dolly that I sent them the info for. This was a standard dolly with no wench mechanism. The person i have been talking to told me it could have been done with that. There is no wench clearly on the equipment i rented. There is nothing on the dolly that is capable of bending the tie rods. The pictures you can even see the marks from the tow trucks wench hooks. Please help. I just want my bill rightfully re-embursed.

  Business Response

  Date: 01/19/2023

  This Review is for member in ********** club 014 ACG-South- ********* (eastern) neither the service request nor the member account is through ******** OAC. Please forward to ********** club 014 ACG-South- ********* (eastern) ************ for resolution.

  Business Response

  Date: 01/31/2023

  I have attempted to reach ************** on January 24, 2023, and January 31, 2023, via telephone but have been unable to reach her.  In the event she contacts us, we will resolve the matter directly with member. 

  Customer Answer

  Date: 01/31/2023

   My phone number is ************ you can call me anytime before 1:30pm or after 5:30pm  as I drive a school bus. 
  

  Business Response

  Date: 02/02/2023

  We spoke with *************** on 02/02/2023 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:01/05/2023

  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.

  In Feb 2022 I received a letter from AA indicating that I had overpaid my membership and no further payment would be due until Feb ****. In Dec 2022 I received a statement with a due date of Feb 2023. Upon calling about this the rep said that it was an error and I hadn't really overpaid. I asked why had they not issued a notice to me indicating that it was an error because the only thing I had from them was the letter that said I didn't owe until ****. He could not answer that question. I then asked him to send me something in writing that I did not have a credit and it was a billing error on their part and he refused to do that. He said that if I didn't pay then my membership would be canceled after Feb 2023. When I inquired as to why they are just now discovering this 'error', after I called to inquire, he couldn't answer that question. He was very rude and said if I didn't pay then I would no longer be a member. Why is it difficult to get something in writing that substantiates their error? Had I not called in to inquire then I would not know that I'm supposed to pay in 2023. Based on the letter dated 2/23/22 I should not have to pay until Feb ****. This is concerning that they are not reconciling billing errors and not notifying members of the correct balances. All I asked for is substantiation in writing and was told that I would never get it. That's not how you treat members that you value. The rep said I should have known that it was a billing error if I looked at my bank statement. That is untrue. This payment was sent through Bill *** at **** of America and there was only one transaction. Very disappointing.

  Business Response

  Date: 01/06/2023

  This AAA membership has been identified as part of a bank error where the files ran twice on 2/22/22. The payment originally posted twice, which was an error. However, the ************* were only withdrawn once from the member's financial institution. Member received a notice advising the pre-payment on 02/23/2022, which was automatically generated. Once this error was known, member was mailed a corrected billing statement on 12/24/2022 advising of the upcoming renewal. Member will be up for renewal as of 02/15/2023. We apologize greatly for this error. We have applied 10 AAA Dollars towards member's next renewal payment as a one-time appeasement. 

  Customer Answer

  Date: 01/06/2023

  While I appreciate the timely response from the business, my concern is still the fact that at no point did the business send me any correspondence indicating that the letter I received in Feb. ******************************** error. I only know this because I called after receiving a statement in late December which showed that I would need to renew in Feb. 2023. When I asked for documentation to support the "billing error" I was told that under no circumstances would I be receiving it. So just to be sure I'm clear - no one at AAA thinks it's important to notify me that the letter you originally sent to me telling me that I have a credit, is not valid, and then when I inquire about why I don't have the credit (as you stated) I am told that it's a banking error that is discovered an entire year later and only discovered when I call in to inquire about why I'm receiving a statement. I find it very suspicious that it was only revealed to me when I called and when I asked that it be put in writing (just as the original letter was) I was denied the request. I won't bother to renew my membership if this is how your business conducts itself with members' funds.

• Initial Complaint

  Date:12/06/2022

  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.

  Date of the action was December 3, 2022. I requested a service call because my car would not start. A driver came out and jump start the battery. He did several test and stated the battery has some issues but after it charges up I should be fine but he was able to get my car started. He advised that if I have any more issues to just call back and they will have to install a new battery. He stated that if I do not drive the car every day, to at least start it 2 days a week to keep the battery charged. I tried to start the car on Tuesday, December 6, 2022 and it would not start. I called AAA back to let them know the car would not start and I needed to have someone come out. I asked could they use the same ticket from Sunday instead of using up another service call on my account. She advised that if I had called on yesterday, it could still be on the ticket but since I called today, it would have to be another service call. I then asked to speak with someone that could assist me in getting this trip on the same ticket. I spoke with a gentleman that advised that the ticket was closed and could not be adjusted. I told him that his colleague said if I had called on Monday it could have been the same ticket, he said that is not true. The ticket is closed and can not be changed.

  Business Response

  Date: 12/08/2022

  We have contacted **************** via telephone and the matter has been resolved to her satisfaction.

  Customer Answer

  Date: 12/08/2022

   
  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:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/02/2022 I called AAA due to changes being made on my account I did not recognize. During the call I was made aware that my membership would not be renewed. I inquired about the issue learning that my entire family has been banned. I personally have made 1 service call in 2 years and one of my sons has also made 1 service call in 2 years. My oldest son has never used the service. The company issued a blanket ban on everyone on the account. My boyfriend has used the services the most. Also, an individual can not use more than the per person Allotment based on membership level. AAA auto club is falsely advertising what is provided with their membership levels and banning individuals for using the services they claim to provide. Excessive Use is being improperly used when it is impossible to use the service more than you are allowed. Also, this was done with out warning that there was an issue occurring.

  Business Response

  Date: 12/01/2022

  AAA - ******************* reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of extreme use of services, ACG may elect to not renew a membership pursuant to the AAA Membership Handbook, which states: Your annual AAA Membership renews each year unless you are notified at least 60 days before the expiration date that your membership will not be renewed.
  
  Please know that we do not make non-renewal decisions lightly and careful review goes into each decision before a membership is non-renewed. As such, ACG takes this action in order to continue to operate efficiently for all of our members. This decision is final and cannot be appealed.

• Initial Complaint

  Date:11/21/2022

  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 a member of AAA South (for Georgia) for several years. Now, when I try to log in to my account, the website keeps hijacking my browser and redirecting to AAA Carolinas. This happens even when I enter the ********* code. I need to be able to access my account at AAA South.

  Business Response

  Date: 11/22/2022

  Hello

  Please contact us for assistance.  At the bottom of the aaa.com page you will see Contact Us with an **** number showing. 

  Best regards,

  AAA/Auto Club Group

  Customer Answer

  Date: 11/26/2022

   
  Complaint: 18445871
  
  I am rejecting this response because:

  This is a very lame response. Nevertheless, I will contact them. Thanks to BBB for being involved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2022

  Thank you for your feedback.  We look forward to hearing from you to better assist you.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18445871
  
  I am rejecting this response because:

  It is lame and does not address the issue. However, the case can be closed. I can live without AAA. Thank you to the BBB for being involved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/02/2022

  Type:Delivery 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 received a phishing email purporting to be from ***************** sent to an email alias I created exclusively for AAA. That means AAA had their customer database compromised. ********************** has no means of reporting this information.

  Business Response

  Date: 11/02/2022

  Hello

  Please contact your nearest AAA office to discuss this matter. 

  Best regards

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18346435
  
  I am rejecting this response because:
  

  The only means of contact is a telephone call, and that is plainly not appropriate for this issue.  Also, this is not s local, customer-service issue.   The business made a canned response without considering the issue.

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

  Business Response

  Date: 11/02/2022

  HELLO

  WE DON'T HAVE ANY KNOWLEDGE OF ANY SYSTEM HACKS AT THIS TIME. I WOULD ADVISE TO DISREGARD EMAIL RECEIVED. WE ARE NOT ASSOCIATED WITH ***************** SO ANY EMAILS FROM THEM MAYBE A RESULT OF PHISING. KEEP IN MIND PHISING EMAILS CAN OCCUR WITH ANY TYPE OF EMAILS. WE ALSO DON'T GIVE OUT OUR CUSTOMER EMAILS TO ANY OTHER COMPANIES.

  BEST REGARDS,

  Customer Answer

  Date: 11/03/2022

   
  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:10/28/2022

  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.

  I am a AAA member. On 3/2/2022 I called AAA to replace a battery. They sent a company to do so. 6 Months later I noticed a leak from my vehicle and realized it was transmission fluid. When I brought my car in to get repaired, they found the car battery to be cracked and leaking acid causing extensive damage. I filed a damage complaint with AAA and they are refusing to take responsibility. They refuse to take responsibility for the battery that they require the contractor to install. When I chose to pay membership for AAA, it is for the peace of mind that you are going to get quality products if needed for your vehicle from a company that stands behind their product and who they contract to install their product. They refuse to pay for the $2700 in damages and have not even offered me a refund on the battery.

  Business Response

  Date: 11/03/2022

  We have attempted to reach *********************** on November 01 and November 03 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.