Complaints

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

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• 

  AAA Northern New England

  68 Marginal Way Portland, ME 04101-2444

• 

  AAA Northern New England

  600 Center St Shaws Plaza Auburn, ME 04210-6311

• 

  AAA Northern New England

  147 Bath Rd Brunswick, ME 04011

• 

  AAA Northern New England

  PO Box 3544 Portland, ME 04104-3544

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:04/06/2025

  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.

  17 yr member case # ******** w member relations ************. 2.12.2025 call contacted for support 1 of 2. My first call advised me it was not a battery issue upon jumping my vehicle. He said he saw the voltage drop right down and then he smelled something burning and i should turn the truck off. I asked if the shop they contracted out spillaines service center out of ****************** could tow to the shop and repair my alternator. I was hour and half away from home and 65 miles on the day of a major winter storm coming. They advised they would be unable to repair until the next day but due to a plow they couldn't tow and id have to leave the plow behind or pay the tow company to tow for $200 and $5 per mile round trip. I was upset as I have a homeowner few hundred pound plow on my truck not commercially used and I would get zero support. I ended up buying an alternator and repairing myself in the parking lot in the cold. $509.31 later my truck was still not fixed. At this time I called AAA again and they came to jump and I informed what I was told earlier in the day. They now told me the battery was shot and must of burned up the cell when they jumped. They wouldnt change the battery due to being to complicated of a job for roadside techs. Again I was on my own but would sell me Truck battery off the roadside vehicle. I declined and purchased from ********* and replaced myself. Still no t repaired due to the **** bar being burnt and not making connection. Discouraged I hired a local guy near me to tow me back. Battery cost $230 and my tow $795. To say Im extremely disappointed with lack of diagnostic abilities and services not provided is an understatement. *** filed a claim ******** worked with local manager **** @************ and stated leadership declined any reimbursement. I asked for leadership to contact me and they have not and been weeks. Id like a full reimbursement and should even cover my year of premiums of AAA at $175 as Im no longer keeping.

  Business Response

  Date: 04/07/2025

  Dear ***** *****
  Thank you for your continued patience and for sharing the detailed concerns regarding your service experience on February 12, 2025. As a valued *** member for 17 years, we truly appreciate your loyalty and understand how frustrating and difficult this experience must have been, especially during severe weather conditions.
  We have reviewed your concerns and want to acknowledge the time, effort, and personal expense you incurred in resolving the mechanical issues with your vehicle. We understand that being in a vulnerable situation, far from home, during a snowstorm only added to the stress.
  After reviewing your claim with our Member Relations team, and in consultation with the local management, including Kody at ************, we want to reiterate the findings and clarify our position:
  Tow Service with Plow Attached: AAA policy does not cover tows involving vehicles with attached plows due to safety and equipment restrictions, regardless of whether the plow is used commercially or for personal/homeowner use.
  Parts & Repairs: Unfortunately, AAA does not cover the cost of parts, such as alternators or batteries, or repairs completed by members independently or by third parties. The alternator purchase, though understandable, was not a service provided or arranged by *** or its contractors and therefore is not eligible for reimbursement.
  Battery Replacement: The battery issue that developed was unfortunate, but based on our roadside policy, we were unable to perform a complex installation on-site. The battery replacement was deemed necessary regardless of where it was purchased.
  Tow Reimbursement Request: The tow you arranged independently falls outside of our benefit coverage, as it involved equipment not eligible for standard service under your membership.
  We sincerely apologize for any confusion, inconvenience, or distress this situation caused. While we understand your disappointment and your request for full reimbursement, including your annual membership fee, we must respectfully inform you that the case has been reviewed thoroughly and closed. Based on the terms of your membership and the findings outlined above, we are unable to approve reimbursement for services that were either not covered or not provided by ****
  We also understand that you requested a follow-up from leadership. While the case has been closed based on policy, your feedback has been documented and escalated to senior management for quality assurance review. We take these experiences seriously and use them to improve communication and member experience moving forward.
  If you have any additional questions or would like to discuss this further, our Member Relations team remains available at ************ and will reference Case #********.
  Thank you again for your time and membership over the years. We sincerely regret that your experience did not meet expectations and wish you all the best.
  Sincerely,
  Matheau Downs 
  AAA Member Relations

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Id like to see the policy from 17 years ago and how it changed over the years. I have had several vehicles over the years and doesnt necessarily cover the vehicle but the member if I was traveling with someone else I can use my membership. Be nice to update and discuss/get terms sent vs renewal notice. I would leave the plow at home in the event such occurrence. There definition of complex battery is a joke. I work in telecom and had to repair myself in the cold with limited mechanic skill.
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/22/2025

  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.

  We bought a new battery from aaa in 2023.. the car died at a local gas station.. we had it towed home and had to charge the battery overnight to get the car to a local shop for inspection.. we were told we would get a refund for the inspection due the finding of a bad battery. This occurred in December of 2024 and I keep getting the run around.. I was told to call a number to speak to someone and left a messgae and no return call was made.. I have called numerous times and talked to many people and resolution has been made.. why should have pay for a inspection of the car when its AAAs product that failed and was under warranty. I want my money back for this inspection.

  Business Response

  Date: 02/24/2025

  Dear ******* *****,
  Thank you for reaching out regarding your battery warranty concern. We understand your frustration and appreciate your patience as we reviewed your case.
  ***s battery warranty covers the replacement of a defective battery; however, labor, diagnostic, and testing fees are not included in the warranty coverage. If a battery issue arises, we recommend contacting our Emergency Road Service department so a battery service technician can assess and, if necessary, replace the battery under warranty. Reimbursement is only applicable if a replacement battery is purchased outside of the *** network.
  Based on our review, we see that your battery was replaced under warranty at no additional cost on 12/23/2024. As a result, we are unable to extend further reimbursement for costs not covered under the warranty, including the inspection fee.
  We apologize for any miscommunication and any inconvenience this may have caused. If you have any further questions regarding your warranty or need assistance, please feel free to reach out. We appreciate your membership and look forward to assisting you in the future.
  Best regards,
  ******* *****
  *** Member Relations

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  AAA never showed up to tow the car.. they could have inspected  it but they never came to help in the dead of winter . we waited for 3 hours and no truck ever came. We had to use another service to get home.. we were told on the phone we would get reimbursed for the garage to look over the car when we called.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 03/04/2025

  Thank you for your continued patience and for sharing additional details regarding your experience. I have reviewed your rejection concerning the reimbursement for the inspection fee related to your battery issue.
  As previously communicated, the requested items have been declined based on our program guidelines. Additionally, we have been able to extend a partial reimbursement for the towing services, as those costs fall within our reimbursement program coverage.
  We understand your frustration regarding the inspection fee. **** battery warranty covers the replacement of a defective battery but does not include labor, diagnostic, or inspection fees. Reimbursement is considered when a replacement battery is purchased outside of the *** network, which was not applicable in this case since the battery was replaced under warranty at no additional cost on 12/23/2024.
  Reimbursement requests remain open for consideration until all supportive documentation is reviewed. Once that information is assessed, a final determination is made in line with *** membership guidelines.
  We apologize for the inconvenience caused by the delay in roadside assistance during your initial request. We strive to provide timely service and regret that this was not your experience. Please know that we take your feedback seriously and will use it to improve our service.

  *************************
  *** Member Relations

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We were told over the phone this would be covered. You guys never showed up after waiting for 3 hours plus in the bitter cold. I have been working on this and I keep getting the run around. I was told to call ************ and never got a returned call. I been told by a ******* he will speak to a manager and nothing has  happened. If you guys showed up to help tow the car, we wouldnt be in this predicament. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/22/2025

  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 renew gift memberships for family members at Christmas time as gifts, memberships are gifts not under my own name I am the gifter. Renewed a membership and added a new member to that household membership over the phone on 12/3. Was not informed that the primary member owed them a balance from a service as she exceeded number of calls in 2024. they allowed me to renew and also add another member and never disclosed that they could not use the membership until whatever the prime member owed was paid. Told me the cards would be delivered by Christmas when they did not arrive, I called and at that time was informed of the situation. At which point I canceled it and they advised I would be getting a refund after 10 days and no refund back to my card, calls were made, and they are now stating I will not be refunded due to the prime member owning a balance. I am disputing it through my ************* and have also been trying to get the written policy on gift memberships. Want every one aware of this before giving gift member ships. Bascially *** is holding my funds for renewal and adding a new member for the membership out standing balance which should not have been allowed renewal and adding of a new member when AAA new the cards would not be delivered or useable.

• Initial Complaint

  Date:12/30/2024

  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.

  I have been a classic member with AAA for some ti**** called AAA on December 22'nd requesting a tow from ********* ME to Sanford ME. Before I requested the service I chose to upgrade my classic membership to a premium membership. I was told that the upgrade to premium would not take effect for several days.During my service the driver told me that I would need to pay $70.00 to cover the remaining tow miles that were not covered by my classic membership. I gave the driver $70.00 in cash and was not given a *********** then billed $69.50 to my debit card even though I had already given the driver cash for this service. I was double charged for this service and I demand to be refunded.Furthermore, AAA also billed $125.00 to my debit card stating that I requested a same day service after upgrading my membership. I was already billed based on the terms of my classic membership and should not have received this fee. I have called AAA several times and they have confirmed this error, yet have done nothing to resolve ****** needs to follow up in a professional manner and refund the mistake transactions that occurred. Furthermore, because *** has not resolved this in a timely manner it has caused me great hardship during the holiday season as I have had no vehicle, and AAA currently is holding the funds that I need to finish the repairs to my vehicle. I was unable to visit my family during Christmas even though *** admitted their mistake, because they have not refunded the nearly $200.00 that they stole from **** will not consider this complaint resolved until I am refunded for the mistake transactions as well as compensated for the delays in communication that have cost me money and hardship over this past week.

  Business Response

  Date: 01/02/2025

  Good afternoon, ***** ********,
  Thank you for reaching out and sharing your concerns regarding your recent service experience. After a thorough review of your account and the associated charges, we would like to provide the following clarification:
  Explanation of Charges
  $69.50 Charge
  The $69.50 charge reflects the cost for the creation of a new Plus-level membership account on December 22, 2024. This charge was unrelated to the cash payment of $70.00 made to the tow driver for additional mileage.
  $125 Early Usage Fee
  This fee is a standard administrative charge applied when a new membership is used for service within the first three days of creation. It is not associated with the seven-day waiting period for upgrades, such as Premium-level benefits.
  Review Outcome
  Our investigation has determined that all charges applied to your account are consistent with the terms and conditions of membership. We found no evidence of duplicate or fraudulent transactions.
  
  As the membership was created online, the system would have displayed details regarding limitations and restrictions, including early usage fees, prior to account creation.
  
  If you would like to discuss this matter further or have additional questions, we encourage you to contact our ********************* directly at ************. Our team is available to assist you and provide any additional support you may need.
  We appreciate your understanding and the opportunity to address your concerns. Thank you for your continued trust in our services.

  
  Sincerely,
  ******* *****
  AAA Member Relations
  

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The same day service charge only applies if I do not have an existing membership with AAA. *** confirmed this error on December 27'th as I scheduled another tow and did not pay the early usage fee, even though my premium membership terms did not go into effect until December 29'th. Additionally I have already stated that I was billed based on the terms of my classic membership on December 22'nd, which is why I paid $70 cash for the additional miles that were not covered by said classic membership. This response is unsatisfactory and the issue is still unresolved.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 01/06/2025

  Good afternoon Mr. ************* We understand your frustration and have reviewed the timeline of events and charges in detail. Below is a summary of the account activity:
  
  Timeline of Events:
  12/22/2024
  A new AAA membership was created at the Plus level for $69.50. This was not built off any prior existing account and was done online which outlines all service limitations and details.
  The membership included:
  An early use fee of $125 for roadside service for the first 3 days of an account creation and the 7-day waiting period before full Plus benefits became available.
  A 7-day waiting period before full Plus benefits applied.
  On the same day, a roadside service call was placed for towing 19 miles. This resulted in:
  A $125 early use fee.
  A $70 over-mileage fee for 14 miles exceeding the first 5 miles, charged at $5/mile.
  12/25/2024
  The 3-day Early Usage period expired, meaning the early use fee was no longer required for future service requests.
  12/27/2024
  Another towing service was requested and fulfilled. Since the tow did not exceed the first 5 miles, no additional over-mileage charges were incurred.
  
  Outcome of Review:
  Based on the records associated with the account created on 12/22/2024, the charges applied on 12/22/2024 ($69.50 membership dues, $125 early use fee and $70 over-mileage fee) are consistent with the membership terms and services provided.
  If you believe you had a prior existing *** membership at the time of these charges, we would be happy to investigate further. Please provide any relevant membership details or documentation that may help us review your claim.
  If no prior membership exists, we regret to inform you that we are unable to issue a reimbursement, as the charges were applied appropriately per the terms of your membership.
  Thank you for allowing us the opportunity to address your concerns. Should you have any additional questions or documentation to provide, please dont hesitate to contact us.
  

• Initial Complaint

  Date:12/11/2024

  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.

  My husband and I have had our homeowners insurance with AAA for a number of years. We sold the home on July 18, 2024 and were due a refund because our insurance was paid through October 2024. My husband and I have both spoken to numerous representatives with no results as to when the refund will be sent or even if it will be. I have sent the paperwork 4 times that they requested and still have gotten no response. This has been going on for 3 months. No response from them is a response. They are now ignoring my emails requesting an update. I have every email/correspondence between my husband and ********* ***********, myself and **** ****** and myself and **** *****-******. Refund should be approximately $240.00

  Customer Answer

  Date: 12/23/2024

  I have not heard from the business in response to my complaint.  This has been typical of them.  Thank you for your help.

  Business Response

  Date: 01/07/2025

  Our response offers apology.  ****** ******** spoke with ******* ******* and confirmed upon receipt of the documentation requested, we will review the matter further to resolve these concerns. If any questions, please contact ****** ******** at *********************.

  Customer Answer

  Date: 01/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I have not yet received the check for my refund but have been assured by ****** that it will arrive within 5 - 7 business days and at that point I will consider this matter resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/05/2024

  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.

  I am going through a divorce and used to share a *** membership with my soon to be ex. I signed up for new car insurance and an individual membership through *** and was required to use auto-pay for the insurance. June 7, 2024 I was autobilled for my ex-husbands two-person AAA membership ($177.50). I reached out to *** explaining the mistake. They said I would get reimbursed for the difference between the two-person membership ($177.50) and the cost of a single basic membership ($66) - refund of $111.50. They made another mistake and instead mailed my ex a check for $66 and removed me from his account. I continued to wait for the check (never came) and a new card (also never came). At some point I needed roadside assistance and called AAA. I was denied roadside service and told I no longer had a membership. Had to pay $150 for roadside service. Was told by *** I needed to purchase a membership if I wanted coverage. To date I have spent more than 6 hours on the phone with various agents and departments trying to get a refund. I am not allowed to access any of the original documents because they are "under his membership." *** told me that I need to get my money back from my ex-husband, not them. They told me IF he would authorize them to reimburse me, they could, but it would not include the $66.00 check they sent him because he already cashed it, so they are not even offering me a full refund. I am being denied access to all documents because, though I was a member on the account for 16 years, I have been removed from it. I am not even allowed to have access to the autopay document that I reportedly signed to authorize payment.I am requesting that *** reimburse me $177.50 for the membership and $150 for the roadside service I had to pay for.

  Business Response

  Date: 11/05/2024

  We write in reply to this concern. Member would need to contact their home club AAA Northern New England. 

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have logged more than 6 hours on the phone with AAA Northeast, so I have already contacted them.  I have filed this BBB complaint in the absence of a resolution from my local agency.  This feels like an auto-generated response.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 11/08/2024

  We have forward this to the member's home club, AAA Northern New England. 

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It is not a resolution, it is a notification that they have forwarded it to a specific office.  No resolution yet so I am not satisfied.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 12/11/2024

  Dear ***** **********
  Thank you for taking the time to share your experience with us. We recognize this has been a challenging time, and we regret any additional stress this situation may have caused.
  Regarding the membership charges, AAA processed the refund based on the information available and the procedures in place for shared accounts. As the membership in question was originally established as a joint account, the refund was processed accordingly to the primary account holder. We understand this has led to complications with your current membership status and the associated charges.
  Unfortunately, because the issue is tied to account ownership and involves personal financial arrangements with your ex-husband, AAA is limited in how we can assist further. For any disputes or funds exchanged within the joint account, we recommend seeking guidance from a legal professional or your local magistrate.
  While we are unable to provide a direct reimbursement beyond the adjustments already processed, we hope youll reach out if there is anything we can clarify about setting up or managing a new, independent membership.
  Thank you for allowing us the opportunity to respond, and please let us know if theres any additional information we can provide regarding AAAs services.
  Sincerely,
  *************************
  AAA Member Relations

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There is absolutely no reason that AAA cannot bill the current account holder and refund me my money.  It is appalling that I should have to go to court to fix this.  I was erroneously charged for my ex's membership.  I do not accept this resolution.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/04/2024

  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.

  While visiting *****************, *****, on Aug 18 2024, my vehicle needed a boost.On the *** website, I made a request for roadside assistance. During the process, I received a call for details, and providing status update for the arrival of a service vehicle. On arrival, the agent provided a successful boost, and verbally confirmed there would be no charge. No receipt was provided It was only upon receipt of my monthly credit card statement, that I discovered that there was a charge of $199US from DRIVE ROADSIDE (this was the only info received by me of this companys involvement In spite of me contacting CAA, ***, and DRIVE ROADSIDE, I have so far been unable to receive a refund

  Business Response

  Date: 10/18/2024

  We are sorry, but you have reached the ** AAA. You would need to file your complaint *********. While we are nationwide, we are broken up into territories and ** does not have access to Maine's systems. 

  Customer Answer

  Date: 11/02/2024

  My complaint relates to a service request in *****************, *****

  Please forward my original complaint that you have on hand, to the Maine AAA

  Thanks

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

  Business Response

  Date: 11/06/2024

  Good morning,

  We have looked into this complaint and were unable to locate a road service call under this person's name in our system on/around that date.  Also, a charge from our club would not be come up as "Drive Roadside", nor do we charge $199 for a jumpstart.  Our recommendation is for him to reach out to his own club and seek reimbursement for this service, as we would cover our members for service in other areas if they ran into problems acquiring assistance.   We certainly apologize for any inconvenience, but don't feel this is an issue with our Club. 

  Thank You,

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

• Initial Complaint

  Date:09/25/2024

  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.

  *** HAS BEEN DOUBLE BILLING ME FOR 5 years. They paid me $502 . They payed back This year and last year. They have ignored my requests for further discussion. I would like to have them reimburse me for the rest$428

  Business Response

  Date: 09/25/2024

   Dear BBB, 
  

  Please forward this complaint to the *** office covering ******* for resolution. 
  

  Thanks, 
  Member **************************** Alliance

  Customer Answer

  Date: 10/06/2024

  I have not heard from the business in response to my complaint. When I contacted them they also did not reapond

  Business Response

  Date: 10/08/2024

  Dear ***** ******,
  Thank you for bringing this to our attention, and we apologize for any inconvenience you have experienced. We appreciate your patience as we address your concern.
  Our standard policy for billing adjustments and reimbursements covers a two-year period. However, as a gesture of goodwill, we are making an exception to extend this to three years in your case. Unfortunately, we are unable to extend the reimbursement for the full five years as requested.
  We understand this may not be the outcome you were hoping for, but we are committed to resolving the matter within our policy guidelines. Our team will review the applicable details and ensure you receive any remaining reimbursement for the three-year period.
  If you have any additional questions or concerns, please dont hesitate to contact us. We value your membership and are here to assist you.
  
  Matheau Downs 
  AAA Member Relations
  

• Initial Complaint

  Date:09/18/2024

  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.

  Inaccessible spam mail opt-out page.*********************************** has a pop up asking for my zip code and once entered navigates away from the opt-out page and has no normal back back to it. Going back to that URL automatically re-directs to to home page. The only way to use the page is to ****** and fine a reddit post about entering ***** or using an html editor to remove the pop up. This has been like this for over 2 years according to the posts. ******************************************************************************************************************************************************************************************************************* it might just looks like a bug I believe this is a blatant negligance or a dark pattern to look like a bug to avoid people from unsubscribing from spam mail; of which I get TWO mailings one for me, and one for a previous owner.

  Business Response

  Date: 09/16/2024

  Please forward to ******************** at ******************************************************** for review/response. ************************************** Thank you.

  Business Response

  Date: 09/20/2024

  We contacted this Vermont resident and found that he was being solicited by paper mail for AAA products from another ******** (not AAA Northern New England). We contacted the other ******** (*****************) and requested the resident be opted out for all future communications (mail, email or phone calls). ***************** provided 4-6 weeks to correct the communications preferences. We contacted the resident and informed him of the action. This issue should be settled. 

• Initial Complaint

  Date:07/15/2024

  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.

  AAA paid vendor $100 then he charged ****** - totalling ****** for 2 keys at a lockout on July 14, 2024. I expect a refund of $100 from AAA, at $****** is price gouging, in order for me to get on my way.

  Business Response

  Date: 07/16/2024

  Dear Mr. ************** you for reaching out to us regarding your recent experience with our vehicle locksmith service. We value your feedback and strive to provide the best possible service to our members.
  I understand your concern regarding the charges you incurred on July 14, 2024. As an AAA Plus member, you are entitled to up to $100 for parts and labor for the services of a vehicle locksmith. In this instance, the $100 benefit was applied directly to the total cost of the locksmith services.
  The total cost for the locksmith service was $379.58, which included the creation of two keys. With the $100 benefit applied, the remaining balance was $279.58, which was your responsibility to cover. Since the benefit has already been applied to reduce the overall charge, it is not applicable for an additional reimbursement.
  I understand this may be frustrating, but please know that the prices for locksmith services can vary based on the type of service and the complexity of the work required. If you have any further concerns about the pricing, we encourage you to discuss this directly with the locksmith service provider.
  Thank you for being a valued AAA member. If you have any other questions or need further assistance, please do not hesitate to contact us.
  
  ************************* **************
  Member Relations
  AAA Northern New England
  
  
  

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I was quoted $155.00 for the **************** on the phone before they would come out, to where I was stranded, after losing my car key.