Complaints

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:05/07/2025

  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.

  AAA insurance is the representative for a client who damaged by vehicle insured via ***** ***** AAA insurance had made false assertions that damage caused to the Chevy Silverado. After contacting AAA insurance, adjusters ******* and others have refused to return contact for repair to the faulty parts that were installed onto my vehicle. This is my last step of mediation before filing district court action in ********* ** ***** for the cost of repair, filing, and any related fees.

  

  Business Response

  Date: 05/16/2025

  Dear BBB,
  
  Thank you for reaching out to AAA. We need additional information to proceed with our review. Please provide both the insurance carrier's name and the customer's name.
  
  Thank you,
  AAA Member Experience
  

• Initial Complaint

  Date:04/29/2025

  Type:Product 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 March 10, 2025 I called AAA roadside assistance due to my car not starting. The service tech (*. *******) from *** ******* told me that the battery had failed and was not under warranty. He charged me $234.43 for a new battery. I subsequently found that AAA provided my car with a new *** ******* on March 16, 2023. Therefore this failed battery was actually under warranty. ----
  
  On March 11, 2025 I brought this to the attention of AAA via their online form. In the 3/25 letter response from AAA it is clear they think two vehicles are involved. They are confused. My request for reimbursement concerns only ONE vehicle. The service technician from *** ******* NEVER looks at the mileage, he only asks for a guess. That is why the mileage is not accurate. In the interest of confirming the milage I will attach a photo of the mileage. -----
  
  Any question about mileage is totally irrelevant. My request and issue is about the BATTERY.
  
  In the letter from AAA they asked for the battery purchase receipt from 2023. This is in reference to March 16, 2023, when *** ******* (Linthicum) charged me $201.64 for a new battery. I never got that receipt so I requested that GKS Towing provide me with that receipt. On 4/21/2025 I made this request their online contact form, and also via a phone conversation.
  GKS Towing has failed to provide a receipt, and has not even responded to my request. However, I was able to find the 2023 charge statement showing the *** ******* charge on 3/16 for $201.64.
  I am requesting to be reimbursed $234 for the replacement battery.
  Attachments: AAA Letter, Visa 2023 charge from GKS, screenshot from GKS contact, Nissan odometer photo.

  

  Business Response

  Date: 05/16/2025

  Dear BBB,  
  

  Thank you for contacting AAA. We have requested the check for the battery warranty. The check in the amount of $234.53 has been approved and should arrive within 7 to 15 business days.  
  

  Sincerely,  
  AAA Member Experience

  
  

  Customer Answer

  Date: 05/17/2025

  
  
  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,
  
  
  
  ******* ***
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/24/2025

  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.

  I renewed my membership with AAA on 03/08/25 online. After renewing, I noticed that it didn't renew as the previous membership level that I've had for 4 years. I called (03/10/25) and asked the company about it, they said we were downgraded for "using the service too much" even though we did not come close to the amount of times we could have used it. I was told we were sent a letter explaining this. I advised them I never received any letter and requested they resend it to me. They said they would. I have yet to receive that letter as of today. I was told that they would not refund my money because I did the transaction online and would have to dispute it with my bank. After speaking to my bank and was informed it already went through, I called AAA back and asked for a refund from the Member Relations office. I spoke to James on 3/10/25 and was told he would process the refund and we would get it in 7 - 10 days. I called on the 11th day after no refund, and spoke with Angela, and was told that the "admin" refused the refund since I renewed online and they would not refund my money. Now I'm stuck with a membership I can't use and they refuse the refund my money.

  

  Business Response

  Date: 04/03/2025

  Dear BBB,
  
  Thank you for contacting AAA. We appreciate your inquiry and understand how vital reliable roadside assistance is for our members. 
  
  To clarify a membership is categorized as Heavy Emergency Roadside Service when the total costs incurred for Emergency Roadside Service over a three-year period exceed the amount of membership dues paid during that same timeframe. After reviewing Ms. *******’s account, her membership meets this criteria.
  
  Please rest assured that her membership status will remain active and valid until its expiration date, which is set for April 1, 2026. Should you have any further questions or require additional assistance, please feel free to reach out to us at any time. 
  
  Thank you,
  
  AAA Member Experience
  

  Customer Answer

  Date: 04/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was never notified that my policy was being downgraded. I asked for a refund as I have no use for the classic membership as I live out of town about 37 miles and the towing is for only 5 miles. Hence, I would never use the service.  AAA refused to give me a refund, which is why I filed the complaint.

  I would like my refund of $103.00 and my membership canceled. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/10/2025

  Dear BBB, 

  Thank you for contacting AAA. For comprehensive details regarding the terms and conditions of your AAA Membership, we encourage you to visit our website at AAA.com/memberrenew There, you will find important information about various member benefits and an overview of our refund policy. Per your request your membership is set to cancel at your expiration date.  

  Thank you,

  AAA Member Experience

• Initial Complaint

  Date:02/06/2025

  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.

  I am complaining about a AAA driver damaging my vehicle during an attempt to tow.
  Saturday December 14, 2024, approximately 4:00pm. – Car initially became disabled.
  I called AAA Roadside assistance, spoke with the representative and gave the year, make and model of my vehicle. Indicated that there was an unexpected mechanical issue, and I need a tow truck with a dolly, as the vehicle cannot be started. After 4.5 hours, I called *** **** **** & ******* Berlin, CT. Driver came within 15 minutes, with a dolly. He secured my vehicle, without starting it, to the tow truck and dolly and delivered my vehicle to my house
  Monday December 16, 2024, approximately 8:00am – Subsequent tow request
  I again called AAA Roadside assistance and requested tow service. I again gave the year, make, and model of my vehicle and asked for a tow truck with dolly, as that is what was used on Saturday to tow my vehicle, to transport my vehicle to ******* ********** **** ******** Middletown, CT. I expressed the urgency that the car cannot be started, as there is an unknown mechanical with the vehicle. 1st driver was told that the car could not be started. He arrived at approximately 10:45am with a flat bed truck with no dolly. He attempted to pull the vehicle onto the flat bed, and what looked like the positioning of the vehicle, he started the vehicle and left it running while he tried to position it to pull it onto the flatbed. unsuccess, 2nd driver arrived again with a flat bed and without a dolly and just tried to pull the vehicle onto the flat bed. He too left unsuccessfully, 3rd driver of the day arrived with a regular tow truck and a dolly.
  The damage was done to my engine and has left me without a working vehicle.
  I have requested reimbursement for the damage, denied and I appealed to today no response. Each day this drags out it is costing me more money.

  

  Business Response

  Date: 02/17/2025

  Dear BBB,
  
  Thank you for reaching out to AAA. I would like to inform you that our appeal department has decided to escalate your case to the insurance provider, Travelers. 
  
  Your claim has been assigned the following reference number: *******. The adjuster assigned to your case is ***** ********, who will be your point of contact for any further discussions or inquiries related to this claim. 
  
  You can reach ***** at the following phone number: ***** ********, or via email at *********************** 
  
  Should you have any questions or need assistance, please do not hesitate to contact the adjuster mentioned above. 

  Thank you,

  AAA Member Experience 

  Customer Answer

  Date: 02/18/2025

  
  
  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 at this point. I will wait to hear from the Traveler's
  
  
  
  Sincerely,
  
  
  
  ****** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/07/2025

  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.

  On December 23, 2024 I purchased two AAA memberships; one for each of my son's and their wives. The memberships were purchased through the AAA gift membership website using the link on my AAA membership page. The payment for the two gift memberships was processed through my bank account. Two charges of 139.00 each and two charges of 8.34 each for a total of $295.68. My sons had not received an email about the memberships (with the temporary member number until their cards were issued) so I contacted AAA. AAA confirmed that the website I used was the AAA gift website but they did not have any record of my purchase of the membership. AAA said I would have to contact my bank and request the money be returned. I was told if I still wanted the membership I would have to purchase the memberships for a second time. I asked that a supervisor call me and they said that a supervisor named ********* would call me back in 24 hours but she never call me. I do not believe it is right for me to get the money refunded from my bank because AAA gets to keep the money but not provide the service.

  

  Business Response

  Date: 02/06/2025

  Dear BBB, 

  Thank you for contacting AAA. We are requesting additional information. Despite conducting searches using her name, email address, and telephone number, we have been unable to identify any associated gift donor accounts or personal accounts for her. 
  
  It is important for us to obtain details about her son, specifically regarding his current membership status within our Club. If she could provide a membership number, it would greatly facilitate our efforts to gather accurate information. Thank you for your cooperation.

  Thank you,

  AAA Member Experience 

• Initial Complaint

  Date:12/30/2024

  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.

  I've been a member since 1992 and pay for memberships for myself and both of my children($170.66). On 12/22/24 I was traveling from Somerset, KY to State College, PA for Christmas. Outside of Armagh, PA we had a tire blow out. We called AAA at 4:00 PM and requested that they send someone to change it. It was 15 degrees, I'm 73, we're sitting on the shoulder of a 4 lane highway and that's what I pay AAA for. Even though their Agent ********(who was great) tried repeatedly, no one responded. We were finally told after repeated calls that no one would be coming and we were on our own. By now it's 8:00 PM, dark and even colder. Luckily we found someone locally who came out and changed the tire within 20 minutes. This could have escalated into a serious situation. If AAA doesn't provide covered services my membership fee should be refunded.

  

  Business Response

  Date: 01/17/2025

  email that was sent to the member
  1/17/2025
  
  ****** *****
  *** ******** **
  ********** *****
  
  Membership #****************
  
  Dear ****** *****,
  
  Thank you for your feedback regarding your recent Roadside Assistance experience.
  
  We sincerely apologize that we were unable to meet your expectations of AAA Roadside Assistance. Your comments have been provided to the appropriate management team to ensure that corrective action is taken.
  
  We are pleased to provide you with a credit in the amount of $181.26 toward your next membership renewal.
  
  Thank you for the opportunity to enhance our service for all Members and for your continued membership. We are confident that, should the need arise for future roadside assistance, your experience with AAA will be significantly improved.
  
  Please feel free to contact us with any additional questions or concerns.
  
  Sincerely,
  
  ****** ********
  Member Relations Coordinator
  AAA Club Alliance Inc.
  
  *********************

• Initial Complaint

  Date:09/23/2024

  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.

  I’ve been making monthly payments with aaa for my membership and aaa has stopped the payments last one 7/3/24-$16.03. Now they are saying I have a balance of $96 due and I have to wait at that over the next 4 months before renewal. Aaa has made this error billing & it’s on their behalf. I removed my daughter & added her back & AAA has messed up the billing which is not my issue. I will continue to pay my $16.03 & will not pay more due to AAA error. I spoke to a male rep on 9/19/24 who worked with a supervisor to fix & im awaiting a call back. Now, I spoke to *** on 9/30/24-11am who said wait on call back he couldn’t help. I’m not going to pay a balance in full due to AAA error.

  

  Business Response

  Date: 10/10/2024

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. Our Member Contact Center Supervisor has reviewed this complaint and confirmed that the member was informed of the remaining balance after reinstating the membership on the installment payment plan. An associate called the member and left a voicemail regarding the account. As mentioned, the membership is now on the installment payment plan, and we received a payment on 9/28/24.

  Sincerely, 

  AAA Member Experience 

• Initial Complaint

  Date:08/13/2024

  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.

  Description of problem has been attached

  

  Business Response

  Date: 09/16/2024

  Dear BBB,

  Thank you for contacting AAA Club Alliance. The damage case was denied by the independent contractor. The
  determination was based on the age and condition of the vehicle as well due to
  the vehicle sitting in a location for an extended period of time. The damage
  was not caused due to negligence of the driver or facility. The member was
  provided this information back in May of 2024.

  Sincerely, 

  AAA Member Experience 

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Thank you for following up. I did receive a response on my claim. However, they are saying on the response to you it was the age of my car and it had been parked. The car has always been parked in the garage. And the age has nothing to do with AAA putting the jumper cables on my car incorrectly as stated by the Auto Repair. I

  am not in agreement with there refusing to repair my car. 

   

  Are there other steps I can take to rectify this problem? An recommendations are greatly appreciated. 

   

  Sincerely,

   

  **** *****
  

• Initial Complaint

  Date:04/22/2024

  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.

  My vehicle broke down on Sun-3/16/24 in Keyport NJ. The rear of my vehicle was sticking out in the middle of an intersection and the vehicle could not be moved. I immediately called AAA and informed them I was not in a safe situation. The AAA rep said a tow truck was called, that this was a priority call and the tow truck currently had no other calls in front of me. The Police arrived and informed me they called their own tow truck and that if AAA arrived first, they could take the car. AAA said I would be reimbursed for the cost of the tow if the tow truck the Police called arrived first, which it did. They took the car and would not allow AAA to get the car from their tow yard on that day and take it to my mechanic. I went to the tow yard the next day, and paid the bill to release my car ($293.94) in cash. AAA then towed the car to my mechanic. I then received a letter in the mail stating that I would be only be reimbursed for $158.94 because my plan did not cover the storage and cleanup fees that the tow service added on to the bill ($135.00). I called AAA and explained the situation to them and asked if any of their plans covered those fees and they said "no". I also explained why the tow service charged the storage and clean up fees (i knew nothing about the cleanup fee until I recieved the tow service's bill) and that the issue was their tow truck failed to arrive in time to take the car. They said the Police would not have allowed AAA to take the car and I told them the Police said they would have allowed AAA to take the car if they had arrived first. I should not be penalized because the AAA tow truck failed to arrive on time. AAA refused to listen to anything I had to say. I also have only used their service around 3 times total in the last 5 years and did not use it at all in 2023. I am asking for the remaining amount of the tow service bill that they refused to cover ($135.00). Thank you, *** ****

  

  Business Response

  Date: 04/29/2024

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. The member was reimbursed according to her
  membership. AAA covers the towing of the vehicle within the covered mileage.
  Due to the other facility charging storage and additional fees that is not
  something that is covered. The member called for service at 11:55 am and within
  25 minutes our truck was on the way. The call was then cancelled at 12:30. Our
  response time was in a reasonable time frame and we are unable to approve any
  additional reimbursement.

  Thank you, 

  AAA Member Experience 

• Initial Complaint

  Date:01/31/2024

  Type:Product 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.

  see Attached document

  

  Business Response

  Date: 02/27/2024

  Dear BBB, 

  Thank you for contacting AAA. This is already been taken care of
  and we are processing refund to the Member.

  Thank you, 

  AAA Member Experience

  Customer Answer

  Date: 02/27/2024

  
  
  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,
  
  
  
  ***** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.