Complaints

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

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• 

  AAA Western and Central New York

  100 International Dr Buffalo, NY 14221-5757

  
• 

  AAA Western and Central New York

  19482 Us Route 11 Watertown, NY 13601-5387

  
• 

  AAA Western and Central New York

  5103 W Genesee St Camillus, NY 13031-2371

  
• 

  AAA Western and Central New York

  3240 Monroe Ave Rochester, NY 14618-4627

  
• 

  AAA Western and Central New York

  3475 Amelia Dr Orchard Park, NY 14127-1561

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  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.

  Your car rental with AAA Western and Central New York for a ****** Managers Special Car is confirmed, with reference number ***********, picked up on Apr 13, 2025, at 10:00 PM at Rochester Intl Airport and returned on Apr 19, 2025, at 10:00 PM, with a total cost of $317.25. The rental company provided us with an electric vehicle. Left from that point to Myrtle Beach SC. The trip was 889 miles each way. During the trip there had to stop 4 times for charges taking an extra 8 hours and costing double in electric compared to fuel. When arrived at destination 4/14 called and asked to switch vehicle with a gas vehicle. Representee from AAA said we could take vehicle to Myrtle Beach Airport and switch vehicle. On 4/15 took vehicle to airport to switch which was 50 miles round trip and 1 hour away. When arrived at airport told they were a franchise, and I could not switch vehicle there. Called AAA on 4/15 and they said that I could switch vehicle on my way back to New York in NC. Return trip to NY on 4/19 stopped at a Rocky Mount NC airport and was informed that they no longer rent cars. Return trip to NY took an extra 14 hours and double electric expense. Contacted AAA on 4/20/25 and was told to send in all electric charges and time lost for compensation for not being able to switch vehicle. Sent in all electric charges on 4/20/25. Received email 4/25/25 stating that I would receive $50 off my next rental. Sent email 4/26/25 stating this was not acceptable and would like to receive reply. Never heard anything back. That is why I am filing a complaint on 5/4/25

  

  Business Response

  Date: 05/05/2025

  I write in reply to this concern. Member would need to contact their home Club AAA Western and Central New York at  ###-###-####. I have also forward this to their attention to contact the member.

  

  Business Response

  Date: 05/22/2025

  Thank you for sharing our member's feedback.  I regret to hear about the member's experience with the rental vehicle booked on AAA.com.  AAA.com is powered by our partners at ****** *********** ********** ******  Upon learning of our member's concern, *** advocated on our member's behalf and secured a $100 refund.  Should the member have any questions or concerns about his refund, he can contact our partners at *** directly at ###-###-####. Sincerely, Adam Member Relations SpecialistAAA Western and Central New York Anywhere. Anytime. Always. 100 International Drive | Buffalo, NY 14221 (o) ###-###-#### E-mail: *************************|AAA.com

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I sent documentation showing that I had to pay an extra $175 in electric in comparison. My family lost 20 hours in travel time, which is almost a full day of our vacation. We had to ride without air conditioning in the heat and without heat in the cold. Using either would run electric charge immensely. I feel a fair resolution amount is $450. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/23/2025

  I regret to hear that the member is not satisfied with the
  $100 goodwill refund provided by ******.  Our partners at *** have advised
  that the member booked a manager’s special, which specifically advised that it
  may be electric.  I have attached a corresponding screen shot to this
  complaint for your reference.  As the member received a vehicle consistent
  with his booking, AAA respectfully declines to provide the additional $350
  requested by our member.

  Sincerely,

  
  Adam
  Member Relations Specialist
  
  AAA Western and Central New York
  Anywhere. Anytime. Always.
  100 International Drive | Buffalo, NY 14221
  

• Initial Complaint

  Date:04/10/2025

  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.

  February 28,2025 Triple A fried the board in my ********* ***** ********.
  1st tow truck to called me and tells me they’ll be right there and drives by me and goes on another call !
  2nd, next guy shows up in a ***** **** Truck, I told him I did not want a jump and he took it upon himself to jump it because he didn’t want to put on the bed. I have 3 videos of him frying the board. When he jumps it in the front and then heads to the back of the trunk you can hear the sounds the car is making it’s not good:( he fried the board by doing it backwards. The arc was so loud that it’s on my ring camera. I have three cameras to prove it and when it gets to the mechanic that day it went from 2 codes to 22 codes. I did some research and someone said it’s going cost about 10,000 that’s pretty close to the $12,000 estimate to fix it! Basically told me to get a new car . AAA has denied the claim, . I haven’t had a car in almost 2 months, mother just past this month, how much can a man take! . Uh what business did he have in the back of trunk unless he knew what he did? That’s not the full video but I think it should explain the incompetence.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time
  to share our AAA member’s feedback regarding his service request on January 27,
  2025, for his 2007 ************* ***** in Syracuse, NY.  After a thorough
  investigation prior to receipt of the BBB’s documentation, AAA’s findings show
  that the initial service request was a member-requested tow.  Our driver
  did not perform battery related service nor a jump start.  In reviewing the video
  footage provided by the member, we found that the individuals shown in the
  video are unknown to AAA.  Therefore, the videos do not provide evidence
  of damage by AAA, as the member claims.   Supported by both our records
  showing that AAA provided only tow-service as well as the videos provided by
  the member, the member’s damage claim was denied.  The member was
  previously advised of AAA’s decision and expressed disagreement with the findings. We understand the member’s
  disappointment in the denial of the claim.  However, as careful stewards
  of our members’ dues, AAA cannot facilitate repairs or reimbursement when the
  damage reported is not consistent with the service provided. Should you have
  any further questions about the member’s damage claim, please don’t hesitate to
  contact me directly at the information below.Sincerely, Adam Member Relations SpecialistAAA Western and Central New York Anywhere. Anytime. Always. 100 International Drive | Buffalo, NY 14221 (o) ###-###-#### E-***** *********************************

  Customer Answer

  Date: 04/22/2025

  Thank you for your time. I have evidence, including a timestamped video, showing that the driver from Triple A improperly attempted to jump-start my car. The car has a special shock system, that’s why he tried to jumpstart since it was backwards  the board is fried. The picture  clearly shows the driver with a jump box in hand, indicating he was at fault. The video is much worse. The repairs are estimated to cost $12,200, and I am already facing significant losses, as I paid much more for the car. This was my dream car, and I had just replaced the transmission. The mechanic has advised me to consider buying a new vehicle, as the damage is so extensive, with 22 error codes appearing instead of the 2 that were present before the incident.I want to resolve this situation amicably and move on, especially as I am currently grieving the loss of my mother. If necessary, I am prepared to take legal action, including seeking damages for pain and suffering. I hope we can settle this matter without going to court, as I believe the evidence strongly supports my case.Thank you for your understanding.---
  ****** ********* 

  

  Business Response

  Date: 04/24/2025

  Thank you for sharing our
  member’s response.  AAA maintains that the damage reported by our member
  is not consistent with the service provided for the following reasons:AAA has
  reviewed the photographs attached to this complaint multiple times and
  confirmed that the individuals in the photo with the jump box are unknown
  to AAA.Our
  documented call records indicate that the initial service request was a
  member-requested tow, and our technician did not perform battery related
  services.While
  our records do not indicate that a jump start was provided, it is
  important to note that all our AAA contracted service providers utilize
  jump boxes with reverse polarity protection which prevents electrical
  current from flowing if the cables are connected incorrectly. As per the findings
  described above, AAA respectfully declines to facilitate repairs or
  reimbursement.  The member has expressed interest in pursuing the matter
  legally and can forward all legal correspondence to the attention of our Member
  Relations Department at 100 International Drive, Buffalo, NY 14221. Sincerely,KatieAssistant Manager
  of Member RelationsAAA Western
  and Central New York100 International Drive | Buffalo, NY 14221(

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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 AAA member put in a request to have my car towed @ 10:30 am. Gave me a 2 hour window. After waiting out the 2 hours called and requested ETA time. The customer service rep reached and stated should be there in 30 minutes. Received a call from *** ******* **** ****** driver stated he was finishing up a call and should be there in 10 min. Driver called back stated was on the street but was waiting to get self pay amount. Told him I have AAA for this tow. H e stated my car was towed on 12/20/2024 and this is the same issue. Informed him no it wasn't that issue was battery charger was on my dash board and car wouldn't move. This issue is total different. Driver ended up not coming. Called customer service apoligized and stated will send out another tow, EST .would be 1 hour.. short of it all, kept stating someone was coming all the way to 6:00 pm. Then spoke to customer service Rep. stated if the car is it the same place were we put if from December will be self pay. I informed them in my driveway where I park my car everyday. Ended up calling a tow company and having it towed the next day since already took off on 2/3/25. Told rep would like a supervisor to call me never heard back from anyone

  

  Business Response

  Date: 02/25/2025

  February 25, 2025Thank you for sharing our member's feedback.  Upon receiving this complaint via the Better Business Bureau, our Member Relations Specialist contacted our member to apologize for her experience.  The member will receive a reimbursement form, and her reimbursement claim will be expedited upon receipt.  In addition, this service request will not against her four allowable service calls for the membership year. Should you have any further questions or concerns regarding this matter, please don't hesitate to contact me directly. Sincerely ,Katie Assistant Manager of Member Relations AAA Western and Central New
  York100
  International Drive | Buffalo,
  NY 14221E-mail: ************************* ********

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service 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 writing to express my profound dissatisfaction with the handling of my recent claim and the overall service I have received from AAA of WNY.
  
  On August 6, 2024, my *** ** experienced severe battery and cable damage, requiring towing by ******* ****** * ******** to *** ** *******. *** ** ******* conducted an analysis and replaced the necessary parts, attributing the damage to a AAA poor battery connection that caused arcing and melting.
  
  On September 18, 2024, I filed a claim with AAA of WNY for repair costs totaling $1803.78 plus a trunk cover cost of $235. Despite providing the necessary documentation and receipts, the claim handling was marked by lack of communication, delays, and an unprofessional investigation that didn't take into account any of the facts that I provided.
  
  A detailed timeline of events includes multiple attempts to contact AAA representatives, with no resolution or proper inspection of damaged parts. Key details, such as consultation with *** ** *******, were also overlooked. As of February 9, 2025, I have not received any follow-up or written communication regarding my claim.
  
  I request my case be re-evaluated urgently and thoroughly. I expect a prompt and fair resolution, including reimbursement for the repair costs.

  

  Business Response

  Date: 02/19/2025

  February 19, 2025

  Thank you for taking the time to share our member’s
  feedback regarding her AAA battery installation.  Our records indicate
  that the member purchased a AAA battery for her 2001 *** ** on July 23, 2021. A
  copy of the battery receipt is attached for your records. On September 18,
  2024, the member contacted AAA Western & Central New York to express
  concern that the wrong battery was installed and caused damage to her
  vehicle.  Our member relations team responded the same day, requesting
  that the member complete a Damage Claim form.  The Damage Claim form was
  received on September 20, 2024, and the case was assigned to our Battery
  Specialist. 
  
  After investigating the case, our Battery Specialist
  confirmed with our battery supplier that the correct battery was installed in
  the member’s vehicle.  In addition, if there was any negligence on the
  technician’s part at the time of battery installation, evidence of this
  negligence would have been seen shortly after installation.  As the
  correct battery was installed and the damage was reported more than 3 years
  after installation, our specialist could not conclude that the damage was a
  result of the battery or the battery installation.  The member was advised
  accordingly, and she expressed disagreement with the findings.  To ensure
  the findings of the investigation were accurate, our Business Advisor reviewed
  the case as well.  Our Business Advisor came to the same conclusion and
  reached out to the member in mid-December to advise accordingly.
  
  As a not-for-profit organization driven by membership, AAA Western and
  Central New York is dedicated to serving the needs and interests of our members
  while maintaining fiscal responsibility with the dues our members have
  entrusted with us.  We understand the member’s disappointment, but, as
  careful stewards of our members’ dues, AAA cannot facilitate repairs or
  reimbursement when the damage reported is not consistent with the service
  provided.  Should you have any further questions about the member’s damage
  claim, please don’t hesitate to contact me directly.
  
  Sincerely,
  
  Katie

  Member Relations

  AAA Western
  and Central New York
  Anywhere.
  Anytime. Always.
  100 International
  Drive | Buffalo, NY 14221
  (o) (716)
  362-7777
  E-mail: ************************* ********

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ******* uses AI. Check for mistakes. Conversations are used to train AI and ******* can learn about your interests. Change this anytime in your settings or Learn more.TodayYou saidRewrite this appeal in a professional manner to the BBB: Dear Better Business Bureau,I am writing to express my disappointment regarding AAA's handling of my claim. Despite my hope that AAA would thoroughly review my file, it is evident that their assessment lacked the necessary attention and response required to close my claim.To date, I have not received any communication from Mark, the second individual assigned to my case. Mark had promised to visit my residence in December to inspect the battery and damaged parts, but this inspection has not taken place. Additionally, no one from AAA has contacted *** ** *******, the service center that inspected my damaged vehicle.I would like to emphasize that this vehicle is seasonal, and while it may be easy to make assumptions based on the purchase date of the battery, these assumptions are inaccurate. The vehicle has not been driven for the entire timeline implied.Furthermore, AAA should consider the analogy of a paperclip: it does not break immediately when bent, but repeated bending over time will cause it to break. Similarly, Boeing's planes have flown thousands of flights and logged hundreds of thousands of hours before issues were identified. This serves as a reminder that defects or issues may not be immediately apparent.I find it highly unprofessional that I have not received a written final report from AAA outlining all their steps, findings, and dates related to my claim.I kindly request that AAA provide a comprehensive and detailed written report addressing the aforementioned concerns. I appreciate your attention to this matter and look forward to a timely resolution.
  
  Regards,
  
  **** ***

  

  Business Response

  Date: 02/25/2025

  Thank you for sharing our member’s response.  We
  appreciate the opportunity to respond to her concerns.
  
  The member writes that
  she has not received any communication from our Business Advisor, Mark,
  and he never inspected her vehicle.  Additionally, she notes that
  nobody from AAA contacted *** ** *******, the service center that
  inspected her damaged vehicle.  Our records indicate that our
  Business Advisor left a message on December 12, 2024, and spoke with her
  at the end of December.  We apologize if there was any
  miscommunication regarding a vehicle inspection, but since the member
  provided photos of the damage, a vehicle inspection was not required.
  Additionally, AAA did not contact *** ** ******* as the facts gathered
  were sufficient to determine that the damage to the member’s vehicle did
  not arise from the AAA battery or the 2021 battery installation.
  
  In her response the
  member also points out that her vehicle is used seasonally and has not
  been driven for the entire timeline implied.  To clarify, our Battery
  Specialist and Business Advisor’s findings would hold true for a vehicle
  that is driven seasonally over a three-year period. 
  
  Lastly, the member
  suggests that repeated arcing would cause damage over time.  However,
  our Battery Specialist and Business Advisor concluded based on their
  investigation that heat generated by many tiny arcs would not generate the
  heat required to melt the plastic case of the battery or damage the
  positive battery cable. Furthermore, AAA is unable to rule out any
  services provided during this three-year period as the cause of the
  member’s damage.
  
  While AAA Western and Central New York will share the
  findings of our investigation with the member, the Club does not provide a
  final written report outlining our steps, findings, and dates related to the
  damage claim. This information is internal and can only be provided following
  the receipt of a subpoena.  Please note, as our contactors indemnify AAA,
  the Club is not responsible for damages caused during the provision of roadside
  assistance by a contracted service provider.  We provide an investigation as
  a courtesy to our members, so that they may have an unbiased opinion regarding
  their damage claim, along with assistance facilitating a repair or
  reimbursement of repairs should our advisors find that the damage is consistent
  with the service provided.
  
  While we regret to hear that the member disagrees with the
  findings of our Battery Specialist and Business Advisor, ultimately, AAA is
  indemnified to damages incurred during service and any further follow up should
  be referred to the servicing facility directly.

  Sincerely,
  
  Katie
  Assistant Manager of Member Relations
  
  AAA Western and Central New
  York
  Anywhere.
  Anytime. Always.
  100
  International Drive | Buffalo,
  NY 14221
  E-mail: ************************* ********

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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 1/17/25 AAA installed a new battery in my car. I own a 2023 ****** ****. On the receipt it shows a 2016 ***** ***. I called 5 times and AAA refuses to return my calls.

  

  Business Response

  Date: 02/03/2025

  February 3, 2025Thank you for taking the time to share our member's concern.  We sincerely apologize for the error on the printed battery receipt provided to the member and the delay in contacting the member to fix it.  On Friday, January 31, our management team contacted the member to apologize for the mistake and provide a corrected receipt.  Our records indicate the correct battery was installed, but our management team offered to come out and verify in person.  The member declined. Again, we appreciate the opportunity to address the member's concern, and if there are any additional questions, please don't hesitate to reach out.Katie Member Relations

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service 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.

  Ordered a membership from Triple A on November 26th.
  
  I ordered a tow, which didn't have any tracking page, nor updates. After waiting half an hour I had to call, I was told it was cancelled because I couldn't use one of my tows on the same day I get the membership. Weird policy but whatever. Not sure why they cancelled without calling me, nor sending an email, or giving me any indication.
  
  I had to call them, to resend a tow and pay $70. Since I had no way of knowing when it would come (because I wasn't getting status updates for whatever reason), I asked them when it would come. I was told 2:30. I left my vehicle at the shop because I'd been waiting an hour already and the tow truck comes almost immediately despite the service rep telling me, it'd be 2:40 (40 minutes later), which caused all kinds of issues because the tow truck driver needed me to be there, and it caused all kinds of hassles. At 2:50, nearly an hour after the tow truck driver had arrived, I get a text (the first notification I'd received since ordering the initial tow) saying he'd arrived.
  
  After sorting out this hassle, the driver called me and said Triple A messed something up, so I had to pay an additional fee of $78 for their incompetence.
  
  I'd like a refund of $158.The initial $70 and the additional $78 which Triple A was supposed to cover but for whatever reason didn't, and did not warn me.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing our member’s feedback regarding his
  request for roadside assistance on November 26, 2024.  Upon investigating
  the member’s concern,  AAA found the following:An individual, not
  identifying as the complainant, contacted AAA from same telephone number
  used to place the complainant’s roadside assistance request.  The
  individual was advised that his AAA membership account was suspended and a
  fee of $150 would be required to provide roadside assistance.  The
  individual advised that he would create a new membership and terminated
  the call.A membership for the
  complainant was created on AAA.com using a current gift promotion. 
  Please note that AAA.com provides the following disclaimer: Basic
  service is valid immediately. Plus, Premier and RV/Motorcycle level
  benefits are effective 7 days after enrollment and are not rendered to
  pre-existing breakdowns. Service fee applies if joining/reenrolling and in
  need of immediate road service. Monthly Payment Plan not available.The complainant
  contacted AAA to place a request for roadside assistance under his new AAA
  membership account.  Our member service representative advised that
  the complainant would be required to pay the $70 service fee should he
  wish to receive roadside assistance as he requires service at the same
  time as enrollment.  Our service representative also advised that he
  would be eligible for 5 miles of towing and would be required to pay $5+tax
  per mile for any additional miles.  The complainant did not place his
  service request and advised that he would call back.The complainant called
  back, and he was again advised that he would be required to pay the full
  amount should he wish to receive roadside assistance.  The
  complainant did not place a service request.At 12:55 p.m., the
  complainant placed a request for roadside assistance via AAA.com.  As
  the complainant was required to pay the service fee, the service request
  was cancelled.  Our service representative attempted to contact the complainant
  at 1:14 p.m. to advise accordingly, but the telephone number entered in
  the digital service request was not a valid telephone number.  It
  appears a digit was accidentally transposed by the complainant when
  requesting service on AAA.com.  This would also explain why the
  complainant did not receive any text updates.The complainant
  contacted AAA for an update and our dispatcher advised that he would be
  required to pay the service fee.  Accordingly, the complainant was
  transferred to our member service center and our service representative
  collected the fee and a roadside assistance request was placed at 1:40
  p.m. The complainant was advised to have identification available to show
  the service technician and was provided an estimated time of arrival of
  2:20 p.m.  The service representative also advised that the estimated
  arrival time may vary and the complainant made no indication that he
  planned to leave the breakdown location. The service technician
  was located around the corner and arrived shortly after the call request was
  entered.  Our records show the technician
  met the member and the vehicle was towed to the desired tow destination.Our contracted service
  provider neglected to collect the amount due for the over-miles at the breakdown
  location.  Accordingly, the service
  provider contacted the complainant and obtained payment for any miles
  exceeding the 5 miles included during the first seven days of the member’s
  Plus level membership.As an organization driven by
  membership, AAA Western and Central New York is dedicated to serving the needs
  and interests of our members while maintaining fiscal responsibility with the
  dues our members have entrusted with us. AAA would not be able to offer such
  affordable membership rates if people only purchased a membership when they
  needed roadside assistance. As such, new or past due members in need of
  roadside assistance at the same time the membership is activated are charged a $70
  service fee for Basic level service. In addition, Plus and Premier level roadside assistance benefits begin 7 days after the Plus or Premier
  level is purchased.While we regret to hear that the service provider
  neglected to collect payment for the over-miles at the breakdown location, the
  complainant was advised of the 7-day waiting period for Plus level services when
  he enrolled on AAA.com and during his first attempt to place a roadside
  assistance request with our member service representative.  Accordingly, AAA Western & Central New York
  respectfully declines to issue a refund of the $78 paid for over-miles.  In addition, our records indicate that the complainant
  was advised of the service fee on AAA.com at enrollment and three times by our
  member service representatives before opting to the pay fee to obtain roadside
  assistance.  As per the terms and
  conditions of membership, this fee is not refundable, and no refund will be
  issued.If you have any additional questions or
  concerns, please don’t hesitate to contact me directly and I will be happy to
  assist.KatieAssistant Manager of Member Relations(o) ###-###-####E-mail: *************************

• Initial Complaint

  Date:11/15/2024

  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.

  They refuse to take me off the mailing list. I never asked or wanted anything from AAA Insurance. All I wish is to be taken off their mailing list. I am on a do not mail list.

  

  Business Response

  Date: 11/19/2024

  November 19, 2024Thank you for sharing the complainant’s concern. I sincerely
  apologize that the complainant was not successfully removed from all AAA mailing
  lists after his previous request.  Please
  be assured that I have taken the steps necessary to remove him from all AAA mailing
  lists.  As some promotional mailings are
  already in progress, we appreciate the complainant’s patience over the next 90
  days.  Should the complainant encounter any other issues regarding
  AAA promotional materials, he may contact me directly at ************************* for
  additional assistance. Sincerely, Katie Assistant Manager of Member Relations AAA Western and Central New York100 International Drive | Buffalo,
  NY 14221E-mail: ************************* ********

• Initial Complaint

  Date:10/21/2024

  Type:Customer Service 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 had **** insurance through AAA.
  
  9/5/24 I called AAA to add my new leased car to my Insurance Policy. It was added as a replacement vehicle.
  
  9/6/24 ***** advised my middle name would need to be on the insurance so I emailed **** to add it. **** asked for additional information to update it and I responded that day.
  
  9/7/24 My middle name was not added yet. I stopped by AAA asking if they could assist but I was told no one was available on the weekend. I got a policy from ***** for the new car so I could pick up the vehicle.
  
  9/9/24 I removed the replacement vehicle from my **** policy, so my current lease was insured.
  
  9/15/24 I picked up the new vehicle and turned in my old leased vehicle.
  
  9/16/24 I emailed AAA to cancel the insurance on the vehicle I turned in.
  
  9/24/24 ***** increased the price they quoted me by $500. Based on the increase, I didn’t want to continue insurance with them.
  
  9/26/24 I called AAA to explain the situation and asked if I could get insurance through them again. The rep was great and told me they noted my account and sent me new insurance documents. I emailed AAA telling them to ignore my cancellation email and that I decided to continue my policy.
  
  9/27/24 I cancelled my policy with ***** based on having new insurance.
  
  Week of 10/7/24? I received a cancellation letter from **** effective 9/15 “at customer request”. I assumed it was for the leased vehicle I turned in.
  
  10/19/24 I noticed a credit to my credit card from the insurance company which concerned me. I called **** but was told I’d need to contact AAA. I called AAA, but the offices were closed.
  
  10/21/24 I called AAA and was told my policy was cancelled and they would not reinstate it; ****’s underwriting department said it was over 30 days so there was nothing they could do.
  
  I’ve now had a lapse in insurance of over 30 days with over $250 in fines. I have documents showing I had **** insurance as of 9/26/24 and an email stating I changed my mind about canceling.

  

  Business Response

  Date: 10/25/2024

  October 25, 2024Thank you for taking
  the time to share our customer’s feedback regarding her recent experience with
  AAA Insurance. We regret
  to learn that she did not receive quality
  service that we are known for and is expected by our insurance customers.Upon learning of the customer’s concern,
  our member experience supervisor contacted the customer to discuss the
  incident.  The supervisor advised that
  **** declined to reinstate her policy, despite several attempts to do so.  The customer confirmed that she currently has
  insurance with another carrier.The customer clarified that she did not yet
  receive a letter from the DMV regarding any fines.  Accordingly, she was advised to contact our
  supervisor upon receiving the letter as AAA will cover the cost of any DMV
  fines resulting from the lapse in insurance coverage. We take customer service issues very seriously, and I would like to
  stress that our customer’s experience is not consistent with the standards of
  AAA. We will take appropriate steps to help ensure that this experience is not
  repeated in the future. If
  you have any questions regarding this matter, please feel free to contact me
  directly, and I’ll be happy to speak with you.Sincerely,Katie Assistant Manager of Member Relations AAA Western and Central New
  York100 International
  Drive | Buffalo,
  NY 14221E-mail: ************************* ********

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  After deciding to reinstate my policy, AAA advised that they did not follow up to ensure my original request to cancel my policy was stopped. This is leading to a higher insurance premium for me; however, I was told there is nothing they can do about this.
  
  Regards,
  **** ******

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Member since 2022. Keep receiving (unrequested and unwanted) large bulky "offers" from AAA Life Insurance Company of New York. I am not physically able to handle the large amounts of junk mail I receive. I returned two in person to the Amherst branch last year and the associate assured me that she would remove my name from the mailing list. I do not wish to receive ANY MORE of this crap from any AAA businesses or third party vendors! If I receive another I will cancel my membership. It baffles me why so many businesses totally disrespect customer requests and force us to spend time filing complaints.

  

  Business Response

  Date: 05/20/2024

  May 20, 2024

  Thank you for sharing our member's concern regarding the AAA Life Insurance promotions received via postal mail. We apologize that our member received this promotion via postal mail after she requested to be removed from the list of members eligible to receive this promotion.

  I have reviewed our member's account and have personally ensured that her account is notated accordingly.  We appreciate her patience however, as some promotional materials have already been printed and addressed.  After a few months the member should no longer receive the promotion from the AAA Life Insurance Company.

  Thank you again for providing us the opportunity to address the member's concern.

  Sincerely,

  Katie, Member Relations

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

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I suggest AAA marketing associates read some of the hundreds of online submissions from people who despise this kind of wasteful advertising. Now I am supposed to wait several months for the junk mail to stop after having asked for it to stop months ago?! I don't care if an employee has to sit at the conveyor belt and grab the junk addressed to me - JUST STOP SENDING IT!
  Regards,
  
  **** ****
   
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1-22-24. I had A terrible experience with a battery that the auto club should have replaced. The had replaced a battery previously and this one was under warranty as per Daniel R***** in dispatch told me, I made several calls the auto bureau about this and had no calls back, since the first call from Daniel. t started in afternoon on the above date, I have two-page notes of everything that was done. After waiting many hours the last driver who had the battery did not replace it but charge the car. I ask him if he was going to replace the battery and he told me it was not the battery. The next day I took the car to a **** auto center on Delaware in Kenmore. and they said it was the battery. I also had triple A again charge the battery so I could get there, That driver told me it was the battery again. I had conflicting stories about this I filed a complaint with the auto club and got a call back from Daniel who took the compliant and said he would get back to me once, He ever called back after that., I call at least three other times over the last month and
  half. The last call I left a message for Daniel over a week ago and have never received a call back, Daniel told me the original battery which was put in by the auto club was under warranty and I should of not paid for a battery.

  

  Business Response

  Date: 03/15/2024

  Thank you very much for the opportunity to respond to our member's complaint.  Our member relations team has requested a check to be issued to the member in the amount of $305.  Our Business Advisor will reach out to the member to advise accordingly.  Should you have any questions or concerns, please don't hesitate to contact me directly.

  Thank you.

  Katie
  Assistant Manager of Member Relations
  
  AAA Western & Central New York
  Anywhere. Anytime. Always.
  100 International Drive | Buffalo, NY 14221
  (o) (716) 362-7777
  E-mail: [email protected] |AAA.com

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The consumer reported that he has not received his refund yet.
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/02/2024

  April 2, 2024

  We apologize that the member has not yet received the promised payment.  Our accounting team has advised that the check in the amount of $305.00 is scheduled to be cut and mailed tomorrow. Sincerely,

  Katie
  G*******
  Assistant
  Manager of Member Relations
  
  AAA Western & Central New York
  Anywhere. Anytime. Always.
  100 International Drive | Buffalo, NY 14221
  (o) (716)
  362-7777
  E-mail: kg*******@nyaaa.com|AAA.com

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  The consumer notified BBB that the check was received.

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