Complaints

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

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• 

  AAA East Central Automobile Club

  9421 Viking Center Dr Louisville, KY 40222-5688

• 

  AAA East Central Automobile Club

  435 E Broadway Louisville, KY 40202-1705

• 

  AAA East Central Automobile Club

  3614 Fern Valley Rd Louisville, KY 40219-1917

• 

  AAA East Central Automobile Club

  1805 Rockford Ln Louisville, KY 40216-2624

• 

  AAA East Central Automobile Club

  2909 James Sanders Blvd Paducah, KY 42001-9157

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:04/09/2025

  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.

  I went into the local AAA office to see about buying a membership, a woman name ****** ******* stated that she needed a payment method I gave her my credit card, she said it would not be charged unless I decided to officially join AAA. My card was charged, I went back the next day and showed her the charge on my phone she said that doesn't mean anything it was pending. She said to come back the next day, by them my new statement had generated I pulled it up on my phone and she still refused to refund the charge, she said I would need to bring in the actual statement. My wife printed it out for me, but I have a feeling that ****** has no intention of refunding my money. * ***** **** **** ** *** **** ** ****** ***** * ** * ***** ***, from the moment I walked into the building she treated me as if I was going to steal something. All I want is to have my money refunded since I can buy a membership online for $35.

  Business Response

  Date: 04/30/2025

       *** ***** ******* came into the AAA East Central Branch in Owensboro, KY on 4/09/25 inquiring about a AAA membership that he had purchased online on 4/04/25 and then decided that he really didn't want the membership. The charge for the membership was immediate, per standard AAA process.  Once he cancelled the membership, it seems *** ******* was expecting the charge to be immediately reversed from his account.  *** ******* contacted AAA and spoke to a membership agent who put a note on his membership.  At that time, *** ******* was advised that credit would be processed, and it would take a little time to show on his account.  Branch Manager was made aware of the situation on 4/09/25 and agent stated to Manager that *** ******* may still be confused about the "pending" payment and refund. Agent assured *** ******* that it would be taken care of and if there were any other issues or questions, for him to please bring in a copy of the completed payment on his credit card statement and AAA would work with him to make it right.  *** ******* thanked the agent and left the branch.  Later that day, AAA East Central received notification that **** ******* had a made a complaint to the Better Business Bureau.  Calls were made to **** ******* at the following times, leaving messages to please call back or stop by the AAA Owensboro Branch Office:

  ******* * **** **
  
  ******* * *******
  
  ******* * **** **
  
  ******* * **** **
  
  ******* * **** **AAA East Central tried to reach out to Mr. and **** ******* on several occasion, to no avail.  At this time, we can only assume that *** ******* received his credit and this is no longer an issue.

   

   

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sunday Dec. 29, 2024 my truck broke down at the Tennessee
  Alabama line at a welcome center in Ardmore TN, at exit 3.  I called AAA at 12:33 p.m. CST and filed the
  roadside service ticket.  Thankfully my
  mother was following behind us on our way home from vacation.  I had my wife and 3 dogs in the truck.  They went home with my mother, and I stayed
  with the truck and our luggage (I had several peoples luggage, durable medical
  equipment which my mother in law needed that night as she is on oxygen, I had
  Christmas presents from celebrating Christmas in Florida).  I was told it could be a while before I
  received a call back and that they would check in with me.  Few hours later they called and said that my
  ticket was dispatched, and we were waiting on a tow company to take the
  call.  Hours more went by with no
  call.  I had not had lunch or dinner for
  the day.  I was at a welcome center that
  had no restaurants or anything remotely close that I could access.  I called AAA back to see if we could get a
  tow half of the way instead of the whole way to a hotel so I could sleep inside
  and get some food.  They added the new
  address and hours more went by and still no tow truck.  I finally received a call and AAA told me
  they couldn't have a truck to me until 5am on 12/30/2024.  So I had to sleep in my car overnight, had no
  dinner or lunch, and it was cold outside.  5am rolls around and no tow truck, no call, nothing.  7:30am I called AAA and asked where the tow
  truck was.  They however, were unable to
  get me a tow truck as promised.  I then
  told them I want the tow straight to my house which was 250miles from where I
  was.  They added in the new address and
  at 8:00am I received a call from *** *** ****** **** ******** **** **** ***** ********* ** ***** ************.  The
  company stated they would be there in a hour.  9:30am  the tow truck arrived and
  picked me up and headed to my home at 6017 Whispering Hills Blvd.  Louisville,  KY 40219.  During the drive I was
  telling the driver about everything.  He
  stated that he hadn't got any calls the night before and only received my
  ticket this am in which he thought my truck had just broke down.  Now my cousin used to work for AAA and he
  stated that if AAA cannot get you a tow they will arrange for a uber and make
  you lodging arrangements, and they will also call a competitor tow
  company.  This was never offered to me
  any of the times that I spoke to this company.  I was left to sleep in my car, not to mention it was cold and I had zero
  food.  So after my miles from my plus
  membership was deducted from the total miles towed the total I had to pay was
  $1,100.50.  The next business day I
  called AAA to express my concerns and let them know that I wanted to be
  reimbursed the $1,100.50 as I was left stranded and I pay for a membership for
  roadside assistance in which the company did not honor or try to help me in
  anyway.  I told the lady what would they
  have done if I was a elderly person who it was emergent to get home to a
  important medication that could endanger my life?  Are you just gonna leave them on the side of
  the road. The customer service rep stated that they couldn't do anything about
  it and I filed for a call back from a supervisor on Jan.2nd.  They were supposed to call me back within a
  week and I just received a call back today Jan. 21st. from a ****.  I told **** everything and she offered to pay
  have of this years membership in which I told them no.  Then she offered the full membership in June
  and I told them no. Then she offered to pay for the membership in June and
  reimburse me for 2024 membership. **** also stated that They should have called
  me an uber, set up lodging, and at least have called a competitor tow company
  to tow me. I told her no on all her offers and that I was going to contact the
  Attorney General, BBB, and a lawyer.  I
  have not contacted a lawyer yet because I was hoping you could assist
  first.  Please feel free to reach out to
  me anytime of the day any day.  This is
  absolutely ridiculous that I pay for a service and I was not rendered services
  and left stranded.  I would like to be
  reimbursed for the 1,100 tow I had to pay.  Thanks for your time and attention to this matter.
  

• Initial Complaint

  Date:06/26/2023

  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.

  see Attached document

  Business Response

  Date: 07/05/2023

  Thank you for the opportunity to research the member’s concern with
  the cruise package purchased last year.
  
  The member booked
  and traveled on a November 7, 2022 – December 1, 2022, Viking Ocean cruise
  package from Spain to Argentina. The cruise package included airfare with Basic
  Economy seating. Once instructed by Viking Ocean that the airline was booked, available
  seating was selected that matched the member’s request:  one aisle seat and one middle seat. The seat
  selection was purely based upon availability. When asked if the member would
  like other seats that required an additional charge, the member refused to pay
  any additional amount for seating.
  
  When airfare is
  booked as part of a package with the cruise line vendor (Viking Ocean), it is
  booked as a Basic Economy ticket. The vendor will book the flights and then
  advise the Travel Agency of the flight information. Seats are assigned based on
  availability at that time. Basic Economy seats are the least expensive seats on
  the flight. The option to select “better” seats in the Main Cabin, i.e., exit
  row, more leg room, closer to the front of the plane requires an additional
  cost. This is a standard practice with airlines to charge for seats in this
  manner. The member did not want to pay any additional fees for their seats to
  be upgraded.
  
  Seat availability
  can change day-to-day. The regional manager offered to check daily for the
  member and his wife to see if better seats became available without any
  additional fees. The member declined the offer. Therefore, we are unable to
  issue a refund.

  Customer Answer

  Date: 08/04/2023

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

   

  First of all I could not respond to AAA’s answer because I was never contacted by BBB or AAA. I only received info via email when I contacted BBB on 8/1/2023. The big issue with AAA is that the seating was the worse that could have been provided. We ended up making our own seating arrangements. So the question is - Why use AAA when I as a consumer have to do the work involved in panning a trip? Seems like we have been given the finger by both agencies!

  Sent from my iPhone

  
  
  

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

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 requested aaa on the very early morning hours of November 4 2022 for a tire change. My tire was flat and I needed my spare put on. The tow truck driver arrived at around 4 am. Using his jack he placed it under my car and lifted my car. I only noticed the next day but my whole Passenger floorboard is raised up like a small hill. And underneath the car there is some damage from where you can see that Jack pushed up. I attempted to make a complaint with AAA and they said they had no record of me obtaining services that day however I have text messages prompting the Progress of the tow truck driver and tell him what time he would arrive

• Initial Complaint

  Date:10/03/2022

  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 **** and I booked a cruise to ****** and, based on our documents and credit card records were overcharged $479.00 (the local office missed $479.00 in future credits based on a previous postponed cruise). I have made several attempts with the local AAA office and submitted two inquiries online to AAA. Mostly, no response at all from the local office and none from the two inquiries online. I was told one time they had reached out to ***** ********* and were told there was no overcharge, but it we did to submit info to the local office. We did and received no response at all. ***** ********* will not talk to us since we booked through a travel agent. I am attaching a letter I sent to the manager of the local AAA office - again no response at all from the manager. I am attaching a letter we sent to the local manager.

  Business Response

  Date: 10/12/2022

  I have been in contact with Mr ******.  We discovered that the cruise line made an error when transferring funds from the 3rd cancelled booking to the new booking.  AAA worked with ***** ********* cruises and was able to get Mr. ****** a future travel credit with the cruise line.  I have followed up with Mr ****** and this matter has now been resolved.