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

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  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:10/24/2022

  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 pay for AAA premier membership and have been a member for 34 years. My car is at *** airport and is dead after a return from a trip. Called AAA at 7:25pm today. Called 6 times over 4 hours and never got any assistance. I got lots of empty promises for return call and solutions. ********* to manager and escalations team. Still no calls back and no assistance. Finally left my car at airport and got a ride home. After holding w 6th person for 35 min, they hung up on me and didnt fell back. I have a car at airport I cant retrieve, a roadside assistance program that left me high and dry and for which Ive paid approx$10000 over the years. I have no recourse but to cancel the membership but still have a dead car at airport.

  Business Response

  Date: 11/04/2022

  We have attempted to reach ********************* on November 4, 2022, via telephone/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:10/11/2022

  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 filing this complaint on AAA AUTO CLUB. I was a member with the club for over 20 years. I was involved in an accident while I was visiting ******* in 2019. I waited in the middle of the street for over two hours they never came. It was storming very bad. I left my vehicle in the street. I was jerked and gave false information by several people. I contacted AAA and filed a complaint. The company offered to give me 1 year free. At the expiration of the 1 year i decided not to renew. AAA continue to send me offers for months. This year I reconsidered and contacted the ****** ******* office. A guy came to the phone who was rude and professional. I called back another day and reached the same arrogant guy. I contacted another location for a manager I talked to her and paid, She said it would be reported to regional how I was treated. They did nothing. I received a letter in August stating my membership was terminated. The letter was so obvious it said for me or no affiliated could never be a member. I was referred to a office in Michigan. I contacted a ******** office. They told me was noted on my records I was dissatisfied and wanted to terminate. THIS IS A BIG LIE !! I only used the service one time this year. I believe the rude guy at ****** location who I complained on conspired with someone in management,I gave them no reason to terminate me. I have not drove since April , because I got sick. This is abusive, and hateful.

  Business Response

  Date: 10/18/2022

  Our records show that the *************** cancelled ******************** AAA membership effective 8/25/22 in accordance with our established policy.  We reimbursed her for a prorated portion of her membership dues and notified her in writing on 8/12/22 regarding the decision.  As stated in our AAA Member Handbook, we reserve the right to impose surcharges and/or ************ limitations, downgrades of a Membership type or cancellation of a Membership at our discretion, without prior notification.  Reasons for cancellation can include but are not limited to verbally or physically abusive behavior, material misrepresentation, excessive ************ usage, or substantial breach of contractual duties or conditions.  We made this decision with great care and are unable to provide any further comment or information regarding the decision and/or her personal account information.

• Initial Complaint

  Date:10/09/2022

  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 9/26/2022 I called AAA to have a tow truck dispatched to my house in order to tow it to a mechanic. The driver showed up in a pull behind tow truck with a wheel lift. Due to driver negligence, my bumper was damaged as well as other parts of the car. The driver refused to take responsibility.I called AAA and was told that the tow truck company was contracted and they bear no responsibility - that they would only mediate. They also said it could take a month or longer to settle. AAA should pay me for the damages incurred based on estimate and go after the tow truck company. I shouldn't have to waste time fighting the tow truck company.

  Business Response

  Date: 10/11/2022

  We spoke with **************** on 10/10/2022 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:09/13/2022

  Type:Customer Service 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 09/05/22 I made a service call into AAA for a flatten tire. On 09/06/22 I made another call into AAA because I Noticed there was damage to my vehicle that wasnt done prior to the tow. I filed a damage compliant was advised Id hear back in 3-5 days. By 09/12/22 I hadnt heard from any AAA rep I called to follow up. My case was assigned to Service Monitor *********************. Our first interaction was around 1:18pm est via phone, she contacted me. Starting off **** manner and tone was condescending, rude, and unwelcoming. Her role was to advocate for me and be my liaison while dealing with the third party tow company. I didnt feel like **** was there to help me but I still continued thru the call she advised next step and stated that she would be reaching out to the tow company and getting back to me. 3:01pm est of 09/12/22 **** reached back out and stated the tow company is not accepting responsibility and offered to credit back my AAA service call. I declined I Asked to be connected to someone who could further assist. She stated that would be her she suggest I didnt go any further because the claim will get denied! I expressed that she made me feel uncomfortable in the situation and not like she was there to help me through the process. Several times I requested to have my compliant reassigned she insisted that I will work with no one but her, I asked for her supervisor she refused and insisted that I will be speaking to no one but her. While expressing my concerns **** disconnect our call. I called into Member relations and spoke to a ***** who stated she will get this over to **** supervisor *****. 09/13/32 8:24am **** Reach out stating that AAA stands with the decision of the tow company. I explained to **** that I wish not to speak to her and would wait to her from her supervisor *****. **** stated I will not be hearing from ***** she was advised by ***** to give me a call and I will not be speaking to anyone else outside of her.

  Business Response

  Date: 09/19/2022

  We spoke with **************** on 9/19/2022 via telephone and are working diligently to resolve this matter for her. We will provide an additional update once we have closure on this case for ****************.

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Currently an AAA representative and myself are actively working together to come to a satisfactory resolutions for both parties in the matter.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/29/2022

  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.

  I've been with Triple A for 3 straight years now. I received a letter in the mail with no explanation of why they told me that they will not renew my membership in October and. I have 3 services remaining on a 4 services contract with Triple A. I wanted to get a partial refund from them because I want to cancel my contract now that they told me they're not gonna renew my contract.

  Business Response

  Date: 08/02/2022

  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. There are no refunds for membership as service is provided until expiration. This decision is final and cannot be appealed.

• Initial Complaint

  Date:07/26/2022

  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 July 13th, 2022, AAA sent a letter to me rendering my membership as nonrenewable due to disproportionate use of services . When i called and spoke with one customer service agent she told me to refer to the handbook. Upon reviewing the handbook there were no terms listed that were violated and I wanted a reasonable explanation so i called back. Upon speaking with the second agent I was told It was because you added yourself as another driver on 5/24/22 . I refuted the claims because I never added myself to a policy I already had, it didnt make sense. After hanging up with the second agent I realized I was given a free year with ******** and looked back at the date i registered for my free year of AAA service and realized maybe this was a mistake of AAA. I called back one last time and spoke to a third agent who had a very nasty attitude and wasnt helpful. When i told her my situation and my hypothesis of the situation i was told I can tell you that that was not the reason your account was closed, ive never heard about anyones account being closed for that reason. She proceeded to pull up an additional member on my plan (whom was given a free membership) had used AAA 5 times in 2020 and 3 times 2019 & stated it may be excessive calls. She too brought up reading the handbook and I was able to inform her of the polices in place i stated the handbook states that you get 4 calls a year correct ? And after those 4 calls you are responsible to pay for whatever services are being rendered correct? So how was 5 calls excessive & ive only called once this year ?! She went on to tell me that they have the right to not renew and dont have to give a specific reason. It sounds like AAA doesnt have enough workers so they are eliminating memberships for no reason.

  Business Response

  Date: 07/27/2022

  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.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17629369
  
  I am rejecting this response because:
  

  Upon reviewing your handbook the criteria set forth for non renewal did not apply to me. Ive only used services once this year out my 4 call limit & it also sets no limit on the amount of calls that can be made according to the handbook. If you have more than 4 calls in one year you have to pay out of pocket for the services provided. I was upset about not being able to renew my membership but theres other ways to renew my membership without issue. I will be also recommending family and friends to terminate services with you as well. 

  Sincerely,
  

  Someone who will have the last laugh.

  Business Response

  Date: 07/29/2022

  The *************** regularly reviews memberships to assess whether a membership may be subject to non-renewal. We consider many factors over multiple years of membership. Entire memberships may be non-renewed based on the findings. Our action was a result of a multi-factor membership review.

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17629369
  
  I am rejecting this response because:

  Again. The non renewal qualifications did not adhere to anything that was done by me. Ive utilized services that I was promised & are now penalized for using the services you promised ? Ive only used you once this year and that was in March. Never have i even used all my calls. Its okay, I will let my friends and family know of this on ALL social media platforms.

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