Complaints

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

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• 

  AAA Hoosier Motor Club

  9200 Keystone Xing Ste 500 Indianapolis, IN 46240-2172

  
• 

  AAA Hoosier Motor Club

  3551 S Lafountain Street Kokomo, IN 46902-3804

  
• 

  AAA Hoosier Motor Club

  2310 N Walnut Street Bloomington, IN 47404-2005

  
• 

  AAA Hoosier Motor Club

  4351 W Clara Lane Muncie, IN 47304-5470

  
• 

  AAA Hoosier Motor Club

  1400 S 3rd Street Terre Haute, IN 47802-1010

  

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:03/13/2025

  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.

  For the past several years *** has called me on the telephone to discuss membership renewal. And for the past three years I have been offered a rate well below $100. However, this year, they just charged my card $164, a price I never agreed to. When I called into the business, I spoke with an employee named ****. This was the second time I called, because the first call just disconnected. I explained to the employee that I never authorized this charge. She informed me that I was given a $10 credit to place my account on auto pay when I renewed last year. Mind you, this was all done on the telephone, I believe intentionally, so there there is space for a he said/she said type thing. Subsequently, I informed the employee that while I agreed to put my account onauto pay, I was never told nor did I agree to renew my membership this year for $164. I told her that this was fraud and that I will be contacting the Better Business Bureau. She just laughed and said, "no it's not."I have been a member of *** along with other members in my family collectively for well over 30 years. The lack of training and understanding customer service at this location is appalling. And when I just looked on ****** to find the address of this branch, I see that they have a very low rating, and I now understand why.I want my money refunded.

  Business Response

  Date: 03/13/2025

  Mr. ****** was provided a refund on 3/13/2025. On 3/18/2024, Mr. ****** was enrolled in automatic renewal and was given a discount for doing so. Furthermore, when Mr. ****** received his cards for the upcoming renewal that should have arrived late February, there was a note on the bill stating "Your scheduled payment to renew your classic membership will process on or about 3 weeks before expiration." There is an additional note saying "Please don't send money. You've made the wise decision to enroll in our Automatic Renewal Program; your dues will be charged to your authorized credit card. Your membership stays active, and you stay covered. If you need to update your card or expiration date, please call **************". This charge was not fraud, and the refund has already been handled at the time this complaint was received. 

• Initial Complaint

  Date:03/10/2025

  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 received a email stating I got a free kit for doing a survey, but at the end of the survey, I am required to pay shipping. I was told it was free, and I should not be paying shipping, since I completed the survey as requested, SEND ME MY FREE KIT.I WILL ACCEPT NO OTHER RESOLUTION ALL COMMUNICATIONS MUST BE DONE THROUGH THE BBB WEBSITE ONLY!

  Business Response

  Date: 03/07/2025

  Please forward to AAA Hoosier at ************************************* for review/response. ******************************************************

  Business Response

  Date: 03/13/2025

  Hello, unfortunately this was a phishing scam. This is a malicious email, this did not originate from *** even though the image appears to be real. Unfortunately, since this did not originate from ***, I am not able to stop these from being sent. If a credit card number was provided, I would recommend calling your credit card company or bank immediately to notify them of fraud and dispute the charge. *** Members are eligible for a free ProtectMyID essential membership as part of their *** Membership. This offers credit monitoring and more. *** members also get discounted rates on ProtectMyID deluxe and platinum levels. I see that you are not a current member, I would be happy to discuss joining *** to experience the great benefits that go above and beyond the ProtectMyID offer. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The email is obviously from AAA, since it clearly identified itself as from you. Secondly, I do **NOT** appreciate you trying to sell me something in the response to this complaint. I need you to send me what the email said I would get by doing your survey, I will NOT accept any other response or resolution.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:12/09/2024

  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.

  on November 25, 2024. aaa of terre haute, had sold me a policy upgrade , to the plus membership, which allows for more towing miles. But later on, one week later, an employee, named ****, from the indianapolis office , had said that I was not eligible, and that I was out of road service visits. The terre haute office , had errors, in telling me , that I had one more visit, available. The **************** , had said that they would put a refund request, in the system, and that I would receive a refund. A refund has not been received, as of today.

  Business Response

  Date: 12/09/2024

  Mr. ******* upgraded membership on 11/25 and paid $90 cash. On 12/5, Mr. ******* called in to downgrade back to the membership level he was previously at.  The refund is currently running its way through our system, and a refund check should be received in the next 2-3 weeks. 

  Customer Answer

  Date: 12/19/2024

  You people are corrupt, rip-off artist'! I have not received any correspondence from anyone. Not you '*** holes' or the aaa motor club *** holes' . I should have never bought an ******* aaa membership! I should have bought illinois or tennessee!  ***************************** 

• Initial Complaint

  Date:08/12/2024

  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.

  Subject: Formal Complaint Against AAA Hoosier Motor Club for Negligence and Breach of Contract To Whom It May Concern at the Better Business Bureau,I am submitting this formal complaint against AAA Hoosier Motor Club regarding a breach of contract and negligence that occurred on August 9, 2024, resulting in significant emotional distress and potential legal jeopardy.On the morning of August 9, 2024, my mothers vehicle experienced a radiator failure in which i was a passenger while I was/am under pre-trial house arrest. Due to the strict conditions of my release, I relied on AAA's roadside assistance service to ensure timely transportation to a service location, at which point i immediately returned home. Despite contacting AAA promptly at 10:06 AM, the tow truck did not arrive at the designated repair shop until approximately 11:21 AM. This discrepancy of over an hour between the documented and actual service times placed me at risk of violating my house arrest terms, which could have resulted in immediate incarceration and the revocation of my pretrial release, and thus causing me to have to return to prison for a length of eight (8) years.When I contacted AAA representative Mr. ***************************** to rectify the inaccurate documentation, he was uncooperative and refused to provide the necessary verification. His actions compounded the issue and caused me to experience severe anxiety and sleep disturbances due to the fear of potential legal repercussions.I request that the BBB investigate AAA's handling of this incident, including the conduct of ******************. I also request that AAA provide accurate documentation reflecting the actual service times on August 9, 2024, and anything they deem fair for the emotional distress and inconvenience caused by this incident.Thank you for your prompt attention to this urgent matter.Sincerely,***********************

  Business Response

  Date: 09/10/2024

  ************* is requesting that we fabricate a report to serve his story. The service call was made by *********************. ************* exercised many avenues to get this taken care of, and as of 9/10/2024 ************* has been completely take care of. 

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I strongly rebut the false and misleading statement made by *** in response to this Complaint. In their response, *** falsely claimed that I requested them to fabricate documentation, a statement that is not only completely untrue but also an attempt to distort the facts and shift blame away from their own ethical lapses. I will provide clear documentation to expose this misrepresentation, which could be seen as a potential Violation of Ethical Standards as well as a Consumer Protection Violation.
  
  Ownership of Account
  
  First and foremost, I would like to emphasize that the primary account in question is in my name alone. I am the sole owner of the *** account. However, I have authorized my mother, *********************, and my fiance, *****************, as users under this account. This should not be misconstrued in any way; I am the account owner, and all interactions and correspondence with *** should be understood as pertaining to my account.
  
  False and Misleading Claims by ***
  
  *** falsely alleged that I requested them to fabricate documentation. This baseless accusation is clearly contradicted by the attached records. The document I received from ***, labeled *********************.doc, inaccurately states that the service call in question was completed WELL before 11:00 AM. However, the true duration of the service call, which ended precisely at 11:21 AM, is reflected in the timeline that I requested *** to accurately represent. I explicitly asked *** for a document reflecting the actual timeline of events, not to fabricate or alter any records.
  
  Despite my clear and legitimate request, *** failed to respond in a timely manner, ignoring me for multiple days after instead provided a document that was misleading and deceptive as to the true sequence of events. This left me in a legal limbo with Community Corrections, and could have sent me to prison! This response demonstrates not only their refusal to address the actual issue, but also their failure to provide accurate documentation, which caused unnecessary confusion for my Community Corrections Officer.
  
  Evidence of Ethical Violations
  
  As seen in my correspondence with ***, I sought nothing more than true and accurate records. My emails further clarify my intent:
  
  In one email, I stated, Im getting your documentation now. The documents provided by *** seemed a little confusing, so Im getting clarity on that before I send it. They document the service phone call, and I documented the tow itself, which have an hour difference in the times.
  Another email confirms the timeline: The Tow Truck arrived at 11:00 AM. We are currently headed to Oak Motors ************** located at *******************************************. We are in the truck with the *** Tow Truck driver. Oak Motors is where me and my mother both finance our vehicles, which is through Indiana Finance.
  
  My reflection on the time of the tow trucks arrival11:00 AMis absolutely correct, down to the minute, and can be corroborated by camera footage if necessary. I have no need to fabricate any records, and the fact that *** would accuse me of such is not only false but damaging to my character. Should *** persist in making these false claims, I am prepared to escalate this issue and present further evidence, including video footage, to defend my position.
  
  Call for Accountability
  
  ***s response is not only misleading, but a clear attempt to deflect responsibility. I ask that the Better Business Bureau hold *** to the highest standards of accountability for their actions and false statements. It is critical that their misrepresentation be noted in the complaint record for transparency and fairness. Additionally, their failure to provide accurate documentation in a timely manner should be seen as a breach of their ethical duties to consumers.
  
  I trust the BBB will take this matter seriously, and I remain available to provide any additional evidence or details necessary to ensure a just and fair resolution. Thank you for your time and attention to this critical issue.
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 10/31/2024

  It is our understanding that Mr. ***** has been serviced fully when he needed his membership. As a follow up to his service, he requested additional information with details around his whereabouts during the timeframe AAA was towing his car from Point A to Point B. We were able to provide adequate information and believe this to be resolved at this time. 

• Initial Complaint

  Date:07/23/2024

  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 had a flat tire yesterday called the 800 number on the club that the Hoosier motor club had sent me. It says that my coverage was valid through August 1 of 2024.When I called, they said that the card was not valid, that I hadnt paid, etc. I called them this morning at ***********. And they told me that when I had bought my card online, I had had another card as well and that they had sent me another card. However, I never received it. So I was using this card and ended up having to pay a kid 20 bucks on the side of the road an hour and a half after it happened, because I could not get AAA to help . I am seeking reimbursement for last years membership and $20 that I paid a kid to change the tire. Thank you.

  Business Response

  Date: 08/28/2024

  The member **** ********* is a basic member in ******** 023 (AAA Hoosier). Her membership was valid through 8/1/24. Ms. ********* is the only member on account currently. After checking the Service records for Ms. ********** I have found no service calls since 3/12/22.
  I do see a payment on 7/8/24 of $89.00 on ********** 1981 for basic membership. There is also a reversal of $89.00 on 7/9/24 on ********** 1981 for AAA membership #****************.
  
  There is another membership account for **** ********* # ***************** Which expired on 8/1/2019. This was a free membership for a special promotion. This account was cancelled due to no payment for renewal on 8/11/2019.
  At this time of 8/7/24 , **** ********* is not a member of AAA Hoosier club 023.
  
  No reimbursement will be made at this time.

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached screenshot of my cell phone from the day in question, 7/23/24. Clearly, I did call ***. I did request assistance, and I was put on hold on three separate occasions for well over an hour. I had my work cell with me and called from there as well.

  
  

  I was told I did not have an account they couldnt find it, etc., etc. The next day I called AAA and found out that it showed, I had two accounts.  They were able to find two accounts the day after I needed the service that I had paid for.

  
  

  I had a card that expired August 1, 2024 that had been paid for. It was July 23, 2024. Which is before the expiration date. Therefore, I was charged to have the *********** for a one year period. It was during that time that I had paid for that I called. I was denied service. I want a full refund.

  
  

  Thank you,

  
  Regards,
  
  **** *********
  

  Business Response

  Date: 10/04/2024

  This member has 3 cancelled accounts currently.

  *** style="margin-left: 0in;">Expired 8/1/2019 ************ *** style="margin-left: 0in;">Expired 8/1/2024 This is likely the account the complaint is referring to. She paid $89 on 7/8 and then on 7/9 the payment was reversed which cancelled her membership. ************ *** style="margin-left: 0in;">Expired 8/1/2023 ************

  There was no active membership on the day when service was requested. I am not denying she didnt try to call in for service. I am saying there was no active membership on the day of the calls.

  ******** ******

  Director of ******************** & Membership Growth |AAA Hoosier Motor Club

  ******************************************************* ************, IN 46240

  
  

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  I have attached a picture of the *** card that I carried in my wallet, that I paid for. As *** has said, it expired on August 1, 2024. The incident occurred on July 22, 2024, which is prior to the expiration.

  
  

  They denied me service, and left me stranded. They need to refund me the full amount of the cost of my membership, because they did not honor it and I paid for it. Had I not paid for it, they would not have sent me a card.

  
  

  I am baffled by their explanation that I had a card that expired on August 1, 2024. Of course I did. The picture is attached to this message. Why did they not honor the membership that I paid for and have the card for? This makes no sense. They should refund me the money, because they did not hold up their end of the membership agreement, that I paid for. 
  

  I still have the card. That clearly states valid through August 1, 2024. The membership number is ****************. I tried to attach a picture of the card, but it says that the file is too big. I am happy to send a copy of the card that *** sent me that I paid for that. They did not honor.

  
  Regards,
  
  **** *********
  

• Initial Complaint

  Date:06/01/2024

  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.

  We booked a cruise through our AAA travel agent in September 2023 for travel in January 2024. In addition to the cruise, we also booked and paid for roundtrip airline tickets and one night hotel stay, prior to the cruise sailing, at the *************************. The hotel cost was $189.15 for room, taxes and breakfast. Our travel agent gave us a prepaid voucher to present to the hotel.When we arrived at the *********** on 1/26/24, the hotel did not have our reservation and did not have any rooms available. The manager spoke with us and said the voucher was "fraudulent" and that the travel agent had cancelled the reservation several months prior. We called our AAA agent, who explained the reservation had been made via a third party vendor, Hotelbeds.com, and prepaid in full and NOT cancelled. However, she and the hotel were not able to get a room for us. After many hours, she was able to confirm a room at a different hotel, the Sonesta, and worked with Hotelbeds.com to apply our money to the room there, saying there would be no additional cost.There was additional cost. We ended up paying $51.98 for tax and service; buying breakfast, instead of the included breakfast at the Hyatt ($47.50), and having to pay for extra Uber rides to and from the Sonesta. Upon our return from our vacation, we sent a letter to Hotels.com explaining the situation and requesting $130 in compensation for us and $130 for compensation for our friends and travel companions who shared this frustrating situation with us ($260 total). Hotelbeds.com responded to our request, saying we needed to go through our AAA travel agent to ask for compensation. I have been in contact with our travel agent, who we have worked with for many years and has always been a good advocate for us, but she has been unable to resolve this. We cannot get back the 1/2 day we wasted in *************, sitting in the hotel lobby trying to make alternate arrangements. We hope AAA will compensate us for the expenses.

  Business Response

  Date: 06/10/2024

  We have verified that this complaint is legit, and we will be issuing a reimbursement. 

• Initial Complaint

  Date:04/10/2024

  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.

  4/8/2024 Have been a member of AAA Plus motor club since 1996 which covers free towing up to 100 miles one way. Called AAA for my vehicle break down on 4/8/2024 with my wife and 2 kids under the age of ********************************* ************. AAA told me their contract wrecker (********) was not towing due to the eclipse. I called a ride from ************ to pick us up and left my vehicle in a business parking lot. I contacted ******** on my way home to ************ to ask when they would be towing after the eclipse before I wasted a trip down there and they said "AAA is a bunch of dumba$$es" and that they are towing all day. 4/9/24 I returned to *********** to my vehicle and again called AAA at 6pm for a tow. Completed all steps required or asked by them and was told I would receive a call and/or text and if I had not heard from them in an hour to call back. No call, no text. I called back at 715pm and was told they didn't have a ticket. I explained that I called at 6pm and they said they did not have the ticket and I would need to create a new one. I was transferred to **** to make a new ticket and explained that I had called and 6pm and never received a call or text. She told me there was a ticket and transferred me to Destiny. Destiny advised that **** made a mistake and misread the ticket and that the ticket was from 4/8/24 when I was told the contract wrecker was not towing due to the eclipse. Destiny made a ticket and finally a wrecker arrived. I have emailed **************** to ask who to escalate my complaint to and have not heard a response. Extremely unsatisfied on their handling or lack there of and when I attempt to lodge a complaint against them, there appears there is no one to contact but they have no problem taking my money promising things they can not provide. PLEASE HELP!

  Business Response

  Date: 04/12/2024

  This issue was resolved yesterday with ************************* . The situation was reported to management for additional training  for the representatives involved. AAA removed the service call from his record with giving back his entitlement. Paid his membership through 1/1/25 1/1/26 for the frustration of the situation. I gave him my information to reach out if he has any issues in the future. 

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  ****************** exceeded my expectations with his resolution and I appreciate his handling of the situation in a timely manner.
  
  
  

  Regards,

  ***************************

• Initial Complaint

  Date:04/09/2024

  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 December 24th I called Triple A to tow my car from my home too a repair shop three miles away. I told him it doesnt start and to roll it up on the flatbed. When I came back outside 30 minutes later my tires were hanging off the back side. I tried to explain what he needed to do to fix this and he said he had it. 30 minutes later he was in my truck messing with the gear shift I asked him to stop and he wanted to argue so I walked away. When the car was towed back five weeks later that had not been touched since that tow my gear shifter was pulled out and broken as seen in the picture. I called them to tell them of the situation and was assured that someone would call me back. Triple A said the tow truck driver was subcontracted and I had to contact them. I never could get anyone to answer me back. I finally talked to someone who said they would cover the damages that were done if the tire company wouldnt. I called Triple A again numerous times and never did get a call back after they were fully aware of the situation. ***************************** was supposed to handle this situation and I cannot get a hold of him or a call back to me. The damages that were done to my 2022 ****** Frontier are ****** for parts and $150 in labor that should never have even happened.I feel they are responsible for the damages and even admitted the wrong doing and trashed my gear shifter to the point Im not sure it will even go into a gear and shift properly enough to even drive it.

  Business Response

  Date: 04/16/2024

  We attempted to contact the member on 2/16/2024 with no response and closed the case.  Case is now reopened and would instruct the member to contact *************************** directly at 317-612-2707or **************************************.

  Thank you

• Initial Complaint

  Date:01/26/2024

  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 12-8-23 this company dispatched a tow truck driver to, tow my car. The tow truck driver dragged my front bumper on the ground stripping the scrwes completely out of the driver side bumper. The repair cost to fix is $250. I am an **** member and even thought my ********* has nothing to do with this damage they have offered to pay half of the $250. ***************************** has given me the round around bouncing me back and forth to the **** AAA Club and a man named ****** in *******.

  Business Response

  Date: 02/27/2024

  Case resolution receiv** from *****************************:

  This Damage claim came from a call from AAA Club 212 on 12/19/23. The claim from AAA Club was receiv** on 12/18/23 . This was receiv** from *********************** (AAA *************** Member claim** there was Damage to her 2006 Dodge Magnum Black . The damage stat** from the member was , while the driver was loading the vehicle . The bumper was pull** off by losing the screws to the bumper.
  
  On 12/19/23 I call** the member and left a Voice Mail stating I ne** ** to speak with her and if she could return my call. I also ask** on the Voice Mail if she had an Estimate or pictures of the damage.
  
  On 12/28/23 I receiv** pictures of the damage from the member , along with the estimate of repairs.
  On 12/28/23 I sent this to AAA ASM ****** for a resolution . Also to seek information from ***************** & Repair LLC who perform** the tow Call # **** 12/8/23 . There was a second call plac** by the member , Call # **** Which was cancell** due to duplicate call .
  
  On 1/23/23 I was inform** from the member that since it has taken so long to resolve . The member will report this to the Attorney General . I in turn** call ******************************* to see if he had a response and resent him all information concerning the claim again.
  
  On 1/23/24 I was inform** by ******************************* and *************************** that the damage claim submitt** by ************************* for ***************************** for bumper damage has been deni** and will not be revisit**. Our findings from the towing company , the damage was not due to the tow of the vehicle. The vehicle had previous damage prior to the tow.
  
  On 1/23/24 I notifi** ******************* club 212 of our findings and to notify their member.
  
  On 1/23/24 I receiv** a reply from ******************* club 212 the reply is as follows.
  Im not sure how ****************** brought me into the case as it was being work** by another case manager. However, after numerous emails to me, I spoke with her this morning and explain** to her, as her case manager had, ********* 023 deni** the damage and would not be covering any of it.
  I further explain** that its the 023 facility who made that decision and Club 212 wasnt able to override that matter. However, I did offer to cover half of the damages (approximately $125)as a gesture of goodwill and she advis** that she would think about it.
  
  I ask** her to reach out to me once she makes a decision on whether or not she would like to accept the offer of GW so Im hopeful she will not have a reason to reach out to your club.
  
  Case was clos** 

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have called ************ and send emails to her in regards to her goodwill offer and I have not received any repsonse back as of yet. I have also called to cancel my service with AAA no repsonse back yet. I have now contacted ********************************** for further assistance in this matter. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/04/2023

  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 for a tow and it took them 4 hours to ever get anyone here. I called on the phone to do this but they ended up hanging up on me and making me set this up online. I check the box for a tow and even put in the notes that I need a tow and I even give the address to the repair shop. 2 hours later I get a text stating that they're sending a truck to test my battery. I text them back and tell them I asked for a TOW truck, that went ignored. Then the truck driver for the battery test calls me and says he's on the way to test my battery. I tell him over the phone that I don't need the battery tested, I need a tow. But he shows up anyway in a pickup truck and not a tow truck, so I have to explain this to AAA for a 4th time. They call for a tow truck but that is another hour away. I call AAA to complain but customer service just wants to argue that I asked for a battery check, even though I never asked for that, even though I put notes online asking for a tow, even though I text them about only needing a tow, and even though I told them directly on the phone I only needed a tow. She refused to listed to me, so I asked TEN times to speak to a supervisor but of course one wasn't available. They said one would call me back but no one ever did. The truck driver said it takes them so long to send a tow truck because instead of taking the truck that's immediately available, AAA calls around to several companies trying to get the best rate, so that takes time, and the one with the best rate is usually busy. So to save a few pennies they waste nearly 4 hours of my time. Then the other driver told me they always try to send out a battery truck to test the battery because it's cheaper than a tow truck. This is a HUGE was of my entire day, and a violation of our contract. This isnt the first time they've done this. It took them so long to tow that the repair shop coudlnt look at it today so Im without a vehicle for 2 days so that AAA could save a few dollars.

  Business Response

  Date: 01/09/2024

  Member experience has been forwarded to *** member relations.  Will update once resolution is provided.

   

  Thank you

  Business Response

  Date: 01/09/2024

  Dear *******,

  
  I hope this message finds you well. We would like to sincerely apologize for any inconvenience you *** have experienced with our service, as well as any frustration caused by the need to file a complaint with the Better Business Bureau (BBB).

  
  Upon investigating your concerns, we took immediate action to address the issues raised in your initial BBB complaint filed on December 4th. As a result, we removed the associated service call from our records in an effort to rectify the situation.

  
  Following your subsequent complaint requesting a refund, we conducted a thorough review of the circumstances surrounding your case. We understand the importance of customer satisfaction, and we genuinely regret any dissatisfaction you *** have experienced.

  
  In light of our commitment to ensuring our members' happiness, we have taken the following steps:

  
  Membership Cancellation: We have canceled your membership as per your request. We appreciate your feedback and have taken this step to respect your decision.

  
  Refund Issued: To address your concerns regarding the service provided, we have processed a refund for the applicable charges. You can expect to receive a check within 4 weeks for $85.00.

  
  We understand that your experience *** not have met your expectations, and for that, we sincerely apologize. Your feedback is invaluable to us as we continuously strive to improve our services.
  Should you have any further questions or require additional clarification, please do not hesitate to reach out to our customer service team at ************ option 2 or *******************************************

  
  Once again, we appreciate your patience and understanding throughout this process. We value your membership, and we hope to have the opportunity to serve you better in the future.
  Thank you for bringing this matter to our attention.

  
  Best regards,

  AAA Membership Team

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  AAA has obviously not even read my complaint.  They have done NOTHING to fix the issue in the complaint at all, as per usual.  THey also state that they canceled my membership, as per my request.  I made no such request at all.  Their customer service is NON-EXISTANT.  Any time there is a problem, they ignore it, which is basically what they have done here.  I guess I need to file a complaint with the ******* Attorney General if AAA cannot do their job properly, or even handle a complaint.  Their response here is just completely nonsensical.  Also, they said they issued a refund to me, but that is also not correct.  I have never gotten a refund from them at all.
  
  Regards,
  
  *****************************