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:03/17/2024

  Type:Sales and Advertising 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.

  We have been Plus members with AAA for 6 years. Today we broke down out of state nearly 100 miles from home, left us on the side of the highway for 6 hours. They canceled our call twice and on the third time that we requested service they refused us! The first call ensured we were covered, two hours later the provider arrived and said Im not driving out of my service area tonight but Ill get you off the road. We explained that we needed to get home and needed the vehicle towed back to our home. He left and canceled the tow. The next time we called we were told they put us in for priority service to to our wait. Two hours later after having family drive to pick us up we still had no update. We called back to find out they had canceled us again and were now refusing our service completely! How can a company advertise that you are covered for 100 miles and charge you for a membership stating that then refuse the service when you call to request it.

  Customer Answer

  Date: 03/28/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/29/2024

  Thank you for reaching out to us regarding your recent experience with AAA roadside assistance. We sincerely apologize for the inconvenience and frustration you encountered during your breakdown situation, and we appreciate the opportunity to address your concerns.
  Upon reviewing the details of your service request, it has come to our attention that your vehicle was modified and larger than what our standard equipment can accommodate. Our roadside assistance program is primarily designed to serve standard passenger vehicles, and unfortunately, vehicles with modifications or larger sizes may fall outside the scope of our service capabilities.
  We understand the importance of getting you and your vehicle safely back on the road, and we regret any miscommunication or inconvenience caused during this process. Please know that our priority is always to provide the best possible service to our members while maintaining safety standards for both our members and our service providers.
  In light of this situation, we regret to inform you that we were unable to fulfill your service request as per our standard procedures. However, we want to assure you that your membership benefits still apply, and we are committed to assisting you in any way we can.
  We understand that you may have sought alternative assistance outside of AAA, and we want to facilitate a resolution for you. You are eligible to submit for reimbursement consideration for any expenses incurred while seeking alternative service. A follow-up email will be sent shortly with the necessary information and instructions on how to proceed with your reimbursement request.
  Once again, we apologize for any inconvenience this situation has caused you, and we thank you for your continued membership with AAA. If you have any further questions or concerns, please do not hesitate to contact us directly.
  Sincerely,
  *************************
  AAA ****** Services

  Customer Answer

  Date: 04/01/2024

  [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. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/17/2024

  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 3/16/2024 at 5:26pm, a AAA insured driver struck my car, in view of a traffic camera. They are denying my claim for towing, storage and repair, as they state, it's a "word vs word" event. They also claim that "it could take weeks to determine", and that I need to mitigate damages, while they take weeks.To be clear, *************** has already said the other driver is the cause of the accident. My car is clearly in the rotary, in the video. The other driver simply drives from RT 28 bypass and hits my car. The other driver has already claimed responsibility.

  Business Response

  Date: 03/27/2024

  See attached response 

• Initial Complaint

  Date:03/06/2024

  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.

  In 2023 I was asked by my state to contact my car insurance company and ask them to file an SR-22 form on my behalf. I contacted AAA and an agent told me this would be no problem. A few months later I received a message from the state saying that an SR-22 was sent but then rescinded and I must ask for it to be sent again. I contacted AAA a second time and another agent told me that they would contact underwriting and have another one sent immediately. I received no further communication from AAA and assumed they sent the paperwork as promised. It was not until I went to register my car in January of 2024 that I was told by the state that the SR-22 had still not been filed. I contacted AAA a third time and another agent looked over my file and informed me that the company does not submit SR-22s. She told me that I would have to cancel my insurance policy and purchase one through another company that could file an SR-22 on my behalf. She then transferred me to another AAA agent who explained that he could get me a policy through another company. He told me the cost and then asked for my credit card number before telling me what the coverage included (i.e. liability vs. collision). Afterwards, during a phone call with the state, I found out that because AAA neglected to send the SR-22 they suspended my license. I was shocked at the negligence on AAA's part by not informing me that they could not complete the request and instead left me with a suspended license that I had to pay $50 to reinstate. I contacted AAA to ask them to reimburse the license reinstatement fee, which they refused. I asked for contact information to call a manager and instead was met with an email without a greeting, closing line, or any name attached to it saying they will not help me further. I am ashamed to have had insurance through an unprofessional company that will not support their customers when they promise a service and do not inform the client when they are unable to fulfill it.

  Business Response

  Date: 03/26/2024

  The complaint was forwarded to the insurance department to investigate.  They reached out to the complainant and left her a message that it was being looked into.  A formal response is being worked on now.  I will forward along as soon as I receive it.   

• Initial Complaint

  Date:01/17/2024

  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.

  I purchase full coverage insurance with ***************** and agent of AAA. I drive with children for work and made it clear that I needed full coverage. I also have a financed vehicle which requires full coverage. ***************** did not give me the proper coverage and now AAA is attempting to deny my claims after a no fault accident that left my car totaled and me in the hospital for days with a broken femur.

  Business Response

  Date: 01/26/2024

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

  Here is the response from the ** of Insurance Claims explaining why your claim was denied.  If you have any more questions, please refer them to the contact she listed in her letter.  These items were also put into the ************ today as well.  

  Thank you,

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

  Customer Answer

  Date: 01/29/2024

  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. 

  [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
  I am not satisfied with this, attached is the only copy of my insurance that I have signed off on. I checked my email over and over and over and the attached document is the only document from AAA that I signed. There was one change made to my policy from my insurance agent ***************** But when he made that change, I never signed a new document and the only change I needed Was I needed my coverages upped I attached a screenshot of that email as well. so the only reason I wouldnt have collision coverage is if AAA removed it without my knowledge I also have a financed vehicle so collision coverage is required. AAA should not have been able to remove my collision coverage as I have a finance vehicle. They also never sent my insurance document to my bank when I called my bank after the accident, my bank still had progressive listed, and AAA was supposed to reach out with the insurance documents so the bank could look over it so if my collision coverage was removed, it was without my knowledge and without my bank knowledge. 
  Regards,

  Lily

   

   

  Business Response

  Date: 01/30/2024

  Good afternoon,

  I have nothing further to add to this complaint. She can reach out to the Claims manager, *************************** at ************ option 7, ext. *******, as directed in her response letter.  I will attach her dec page, which was mailed to her along with the response I provided here.  This matter was researched, and this is the conclusion reached by our ****** of ******* Counsel.  Please let me know if there is anything else you need from me.  I appreciate your time. 

  Thank you,

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

• Initial Complaint

  Date:11/03/2023

  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 am a 12 year member of AAA with 4 accounts for family. I purchased a battery in february 2023 for my dodge ram ****. In June the battery was replaced under warranty. In november 2023, my truck won't start again. I called AAA . They came to start my truck. The tech stated my battery was no good again because I don't use the truck enough. AAA will not replace the battery under warranty.I will go purchase battery at auto parts store and replace.I will not renew my 4 accounts in 2024.I want a refund and will report to ***** AG for bad business practice.

  Business Response

  Date: 11/06/2023

  Dear ***************************,
  I hope this message finds you well. We appreciate your continued membership with AAA and your patience in this matter. We understand your concerns and frustration regarding the recent battery issue.
  Following our initial communication and a review of your case, we have decided to reevaluate the situation and consider your request for a battery reimbursement. We truly value your long-standing membership with us, and it is our goal to ensure that you receive the level of service you expect and deserve.
  To initiate the process for your battery reimbursement, we will be sending a secondary email shortly. This email will contain detailed instructions on how to proceed and provide the necessary documentation to support your request.
  Please keep an eye on your inbox for the upcoming email, and make sure to follow the instructions carefully. We aim to make this process as smooth and efficient as possible, and your satisfaction remains our top priority.
  We apologize for any inconvenience you have faced and appreciate your understanding as we work to resolve this matter.
  Thank you for your continued trust in AAA, and we look forward to providing the assistance you need. Your feedback is essential in helping us improve our services and ensure a positive experience for all our members.
  
  Warm regards,
  *************************
  AAA Northern New England Member Relations 

  Customer Answer

  Date: 11/07/2023

  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 will not close this case until I receive response from  AAA on the reimbursement application.
  
  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

   

   

  I will not close this case until I receive response from  AAA on the reimbursement application.
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/19/2023

  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.

  My car was hit by a AAA insured driver in May, 2023. AAA ignored my messages until 9/2023 when they said they were going to cover the cost of damage and had me schedule an appt for an estimate. They have just emailed me saying they are not ready to pay the claim yet and are still investigating.

  Business Response

  Date: 09/20/2023

  Dear ****************,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. Your complaint regarding the handling of your claim by AAA has been received and elevated for a thorough review by our team.
  We understand your frustration and concern about the delay in processing your claim, and we are committed to resolving this matter promptly. A follow-up from an AAA insurance representative has been requested, and they will be in touch with you to provide further information and updates regarding the status of your claim.
  We appreciate your patience as we work to address your concerns and provide a resolution to your claim. If you have any additional information or questions, please feel free to reach out to us at ************. 
  
  Sincerely,
  *************************
  AAA Member Relations Representative

  Business Response

  Date: 10/02/2023

  Good morning,
  
   
  
  Please find the attached formal response to complaint #********.
  
   
  
  Best regards,
  
   
  
  *********************
  
  Claims Team Manager

  Customer Answer

  Date: 10/02/2023

  I am not satisfied with the response of *** at this time. I was told via the attached email that my repair was approved and to proceed with having service scheduled. The next day I was told that *** was investigating the matter further and not to proceed with repairs. When I spoke with GEICO, my insurance company, they were able to speak to ************************************** who relayed the message that the driver was not insured with ***. I am dissatisfied because it does appear, per the *** response to BBB, that the driver was insured at the time and damage sustained during the accident is not being covered because *** is not able to afford coverage at this time, per the voicemail left for me by **************************************, also attached. Im wondering what the actual reason is that *** isnt covering damage to my car. Also I want *** to cover the damages caused by their insured. 

  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 10/04/2023

  Dear ****************,
  
  I am writing in response to an inquiry that we recently received from the Better Business Bureau, dated September 19, 2023, regarding your dissatisfaction with the communication youve received, and the length of time is has taken to reach a resolution of your claim.
  
  We began our coverage and liability investigation promptly upon the claims report. That requires us to speak with our policy holder directly. We were regrettably unable to connect with the driver of our insureds vehicle, nor the policy holder, for an extended period-of-time, despite continued attempts. and were therefore unable to verify what took place in this accident and properly conclude our investigation into coverage under the terms of the policy; two necessary prerequisites in order to pay your claim.
  
  Once we made contact with you, we assigned an appraisal to be done to your vehicle in the event we were able to ultimately afford coverage and proceed with assisting you in repairing your vehicle. We realize this may have caused confusion and took steps to clarify by notifying you that our coverage investigation was still ongoing at the time that the appraisal was complete.
  
  We have since concluded our investigation and, I regret to inform you that we have determined that we cannot afford coverage under the terms under the policy. Unfortunately, this means we are unable to pay for your claim. A formal denial letter to this effect has been sent to your attention under a separate cover.
  
  If you have any further questions regarding this matter, or require any additional information, please contact Claims Manager, ********************* at **********************.
  
  Sincerely,
  
  
  
  *********************
  Senior Group Manager,Insurance Claims
  

• Initial Complaint

  Date:09/10/2023

  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.

  My son is on my AAA account. He broke down at 2:30 a.m. today, 9/10/23 on I-95 after crossing the *****/** bridge into *****. He called AAA, they could not find a tow truck available, they told him to stay in his car for the next 6 hours until 8 a.m. and call back then. He then called me. I told him no, to call AAA back and tell them he was not safe. They said that was fine, to leave his key and call in the morning. I called AAA at 7:30 this morning and explained. They were apologetic and said they would send someone right away. The ticket was now in my name. I received text messages from AAA up until 11:27 a.m. stating ******** Trucking would be there at 9:45. I thought the car had been picked up. I receive a call tonight at 6:48 from a tow truck driver with ******** stating they could not find the vehicle. I made phone calls to the *********** Police, dispatch trying to find the car. Come to find out the car had never been picked up. The turnpike authority had it picked up and brought it to the impound at ************************ in ******* I called AAA very angry. I called back the tow truck driver. I called the impound. The car can not be picked up until the impound fee is paid which is attached, ******. It can not be picked up until 7:30 tomorrow morning now. The tow truck driver told me that there was a driver on the way but got stuck "broke down in ********, then fell asleep and also got a speeding ticket on the way to call". I was appalled to hear this. He never called anyone and the car was beside the road, marked by the turnpike authority as abandoned for SEVENTEEN hours. I want my money back and I want it towed to the location we originally said at 2:30 this morning. It is NOT my fault it was impounded, it is AAA's fault and they need to pay that fee.

  Business Response

  Date: 09/11/2023

  Dear [Member's Name],
  We deeply regret the distressing experience that your son encountered, and we extend our sincere apologies for the inconvenience and frustration it has caused you both. We have reviewed the incident, and we acknowledge that there were lapses in our service, resulting in your vehicle being impounded.  However, we must inform you that, as per our policy, the impound fee of $201.84 must be paid by you initially to facilitate the release of your vehicle. Once this fee is settled, please be on the lookout for a follow-up email from us regarding reimbursement procedures. We understand the urgency of this matter and will expedite the reimbursement process as soon as we receive the required documentation. Your satisfaction is of the utmost importance to us, and we are committed to resolving this situation promptly.
  Once again, we sincerely apologize for the inconvenience you and your son have experienced, and we appreciate your understanding as we work to make this right. If you have any further questions or require assistance with the reimbursement process, please feel free to reach out. Your continued membership with AAA is greatly valued, and we will take measures to prevent such incidents from happening in the future.
  Best regards,
  *************************
  Member Relations
  AAA Northern New England

  Customer Answer

  Date: 09/11/2023

  [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 #********. However, I have attached the receipt for the paid impound fee and also the reimbursement fee form the business asked me to fill out. I do not have access to a fax and wish for

  the business to accept the form attached and to start processing my reimbursement. I would like confirmation that they are accepting this and the reimbursement is underway. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/05/2023

  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.

  1. It took place on June 3rd, 2023 2. The amount of money I am requesting be refunded is $205.3. The nature of the dispute is that It wasn't disclosed by the agent, who assisted me and ordered the tow, that there would be a charge for it.4. I tried to resolve the problem when I discovered that I was being charged by the tow person. I called and spoke with a manager from AAA, who stated that it was not their responsibility to disclose to customers that they would be charged.5. My account # ****************

  Business Response

  Date: 06/06/2023

  Dear [Member's Name],
  I am writing to apologize for any confusion and inconvenience you experienced during the towing service provided by AAA on June 3rd, 2023. I understand that you are seeking a refund of $205 due to a lack of disclosure regarding the charges associated with the tow. I sincerely apologize for any misunderstanding that *** have occurred.
  I have confirmed that the information provided by our road service supervisor is correct. Charges for towing might not be proactively discussed prior to the arrival of the tow provider on location. It is the tow provider's responsibility to inform the member of the exact charges based on services rendered. I apologize if this was not made clear to you by our agent at the time of your request however we would have been able to provide further details on membership coverage upon request.Prices for towing services *** vary based on location or the responding provider so are subject to change. It is my understanding that the towing provider appropriately informed you of your membership coverage and towing fees for the requested service. Based on these policies, we are unable to extend a refund for the fees owed for the tow.
  At AAA, we take pride in providing excellent customer service and aim to be transparent in all our dealings. I regret that we fell short of meeting your expectations in this instance. Your feedback is important to us, and I assure you that we will use this opportunity to improve our processes and better serve our members.
  
  Sincerely,
  *************************
  AAA Northern New England Member Relations

  Customer Answer

  Date: 06/06/2023

  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. 

  [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,

  Melina

  I reject AAA's response because there was no transparency, and as a result I was not able to make a choice whether to use the service, for which I would be charged, or to call a friend.
  
  Furthermore, I have used AAA for several years and have always been told if or what would not be covered, and with this agent there was no mention of a charge or what is or not covered. When this has happened before, it always meant it would be covered.
  
  In addition, there is falsehood with a statement from AAA , here it is, "It is my understanding that the towing provider appropriately informed you of your membership coverage and towing fees for the requested service."  This is untrue, the tow person did not inform me of the charge until he unloaded my car. He went on to say, that it's AAA's agent responsibility to inform the customer of what would or would not be covered.
  
  Melina
  

   

  Business Response

  Date: 06/09/2023

  Hello ******
  Although I understand your disappointment, based on our policies, we are unable to provide a refund for the fees owed for the tow as you were charged the appropriate amount based on the level of membership coverage at the time of service. This is not a payment made to AAA but to the contractor who serviced you. As information is likely to change throughout the road service event it is the providers responsibility to advise and collect final payment. I do apologize that your provider advised you when the vehicle was dropped off and not prior to completion of service to clearly inform you of your expected towing fees.  
  However, your feedback is invaluable to us, and I assure you that we take it seriously. We will use this opportunity to review our processes and work towards improving our communication with members to ensure a more transparent and satisfactory experience in the future. If you would like you can review your AAA membership guide at  ************************************************************** as well our membership and branch specialists are available during regular business hours to advise of membership coverage upon request.
  
  Once again, I apologize for any inconvenience you have experienced, and I appreciate your understanding. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. We value your membership and remain committed to providing excellent customer service.
  
  Sincerely,
  *************************
  AAA Northern New England Member Relations

  Customer Answer

  Date: 06/13/2023

  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. 

  [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,

  Melina

  Hi,
  
  I am going by what has always been told to me from *** agents and the towing people through ***. For the few years I have been a customer with ***, I was told if there will be a charge you will be told over the phone prior to the arrival of towing service.
  
  With this tow service when I called. I was told someone was on their way, with NO mention of a charge.
  
  Here is a quote from my recent towing person"hi ******, what is your last name and home address for filling out an itemized receipt.  Do you have a name of who is telling you that at ***?  If so I can report them to my rep, I asked *** if they had a policy change on that, and I was told that 'No absolutely not, that is the *** dispatchers job to inform the customer.' 
  
  Sincerely,

   

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

   

• Initial Complaint

  Date:05/25/2023

  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.

  On Saturday, May 6th, 2023, a AAA was dispatched to my home to assist with my electric vehicle which would not disconnect from its charger and needed to be towed to the dealership for service. The dispatched technician was incredibly kind and helpful, but unfortunately managed to damage (rip the handle off of) the emergency release cable for the charging port, located at the bottom of my trunk. He immediately reported this damage to his dispatcher so that it was on record.The following Monday, I called in to report the damage to AAA and request reimbursement, as I learned that without this part being fixed, I am unable to charge my vehicle with a Level 3 fast charger and, thus, can not use it for long trips. Upon making my report, I was informed that the case would be assigned to a supervisor and that I would receive a response within 5 business days. Having received no response, on "business day 6" I called back and was informed by the call-taker that they had no access to view claims that had been filed and that AAA's assignment and response time to claims of this nature is **** business days, a number that differs from what I was initially quoted.Today is Thursday, May 25, 2023. It has been 13 business days since the damage claim was filed and I have still received no communication from AAA, no clear way to follow up or case number, nor a path forward toward resolution. Meanwhile, I have a vehicle that was purchased two months ago that I am unable to use for its intended purpose. I understand errors happen but it's unacceptable that AAA is failing to follow through on their own policy regarding case assignment and communication. I'm requesting immediate follow-up and resolution from AAA so that I can repair my vehicle and go back to using it for its intended purpose.

  Business Response

  Date: 05/30/2023

  Dear *******************************,
  I would like to express my sincerest apologies for the inconvenience and frustration caused by the recent incident involving your electric vehicle. I understand that the damage caused to the emergency release cable for the charging port has severely impacted your ability to charge the vehicle and use it for long trips. This is not the level of service we strive to provide, and I assure you that we take your concerns seriously.
  Upon being notified of the damage, I immediately requested our case handler, ***, to reach out to you to review the situation and work towards a resolution. I apologize for the delay in our response and the misinformation provided regarding the timeline for addressing your claim. I understand the urgency of the matter, and it is our top priority to rectify the situation promptly.
  We are committed to providing you with the necessary support to repair your vehicle and enable you to use it for its intended purpose. Your patience and understanding are greatly appreciated as we work towards a satisfactory resolution.
  Thank you for bringing this matter to our attention, and please be assured that we are taking immediate action to address it. We value your membership and will do everything in our power to make this right.
  Sincerely,
  Matheau Downs 
  AAA Member Relations

  Customer Answer

  Date: 06/24/2023

  To whom it may concern:
  
  I have been contacted by the business and reimbursed for the damage to my vehicle, in response to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  *******************************

• Initial Complaint

  Date:03/26/2023

  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.

  While entering ************, just before the stop sign, there is a massive and I mean massive pot hole. This pot hole, I've dodged several times but, our wintry mix has it filled. I am now left stranded. Thankfully, I was able to slowly get my vehicle into the closest parking spot at 711. This pot hole has caused quite a bit of damage to my vehicle. (Rear passenger wheel, 2 tires and a tie rod/ball joint. This is going to be astronomical. When requesting a tow, I'm given a repeated estimated _estimated time of 11:55pm. After that time passed, I contacted an agent. The agent calls and tells me there's nothing AAA is able to do tonight, at all. However, they are able to come out in the morning around 8am or 9am. In all reality, i received a call so she could close the ticket. She was very nice enough to share that information with me but, really???? I have several issues, with this. First of all, I PAID for the top service you provide. I'm wondering why, when there's absolutely NO ONE in my area supposedly. I pay for premier to be treated as premier. So, I would like to know how in the world I am supposed to take care of this. This is our only vehicle. I am permanently disabled AND we are currently living in a hotel, after living in a house we called home for the past 2 years our former landlord lied making the court rule a "no fault eviction". This truly couldn't have happened at a worse time, to be completely honest with you. The cost of these repairs are absolutely insane and I question how this will be taken care of.... asap? Seeing as how this is not my fault in any way shape or form, and our vehicle is our only form of income at the moment, please have a solution asap. Thank you for your time. I need this to have prompt attention please and thank you..

  Business Response

  Date: 03/30/2023

  I write in reply to this concern. Member is a member of AAA Northern New England. I have forward this to the member's home Club. Member could also contact their home club directly at ************

  Business Response

  Date: 03/31/2023

  Dear *********************,
  We would like to extend our sincerest apologies for the inconvenience caused to you by the unavailability of our towing service at the time of your request. We understand that your vehicle had suffered significant damage due to a pothole, and the delay in providing assistance must have caused you a great deal of stress and inconvenience.

  We would like to assure you that we take your concerns very seriously, and we are committed to providing you with the highest level of service possible. Unfortunately, due to unforeseen circumstances, we were unable to dispatch a tow truck to your location at the time of your request.

  We are pleased to see you that we were able to provide you with the necessary towing service the following morning when a tow provider became available without you needing to be present. We hope that this helped alleviate some of the stress and frustration that you must have been feeling. As a gesture of our commitment to your satisfaction, we will remove the call from your yearly entitlements.
  
  Thank you for bringing this matter to our attention. We value your 2 year membership and we are committed to serving you in the best way possible.
  Sincerely,
  *************************
  AAA **************** Representative