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

  5103 W Genesee St Camillus, NY 13031-2371

  
• 

  AAA Western and Central New York

  3240 Monroe Ave Rochester, NY 14618-4627

  
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  AAA Western and Central New York

  3475 Amelia Dr Orchard Park, NY 14127-1561

  
• 

  AAA Western and Central New York

  5663 E Circle Dr Market Place Mall Cicero, NY 13039-8907

  

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:02/21/2024

  Type:Billing 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 a AAA account that automatically renewed this past December. Unaware it had automatically renewed, I was online and saw a 'sale' for AAA Accounts so I signed up believing I didn't have AAA any longer. Lo and behold I found out I did so now I had 2 accounts. I called AAA and it was decided I would keep the one I had 'just signed up for" and cancel the one that automatically newed in Dec. The one that renewed in Dec. is account *** *** ********* *. I was told I would get a full refund of $131 for the account that had renewed in Dec. I have yet to receive a refund nor have I gotten an email saying that the account has been cancelled and I will be refunded for it. Please refund my money for the account that was cancelled. Thank you.

  

  Business Response

  Date: 02/28/2024

  Thank you for notifying AAA of our member's concern. Our Member Relations Specialist has contacted our member on 2/28/24 to advise that the duplicate account was cancelled and refunded to her payment card on 2/19/24. 

  Katie
  Assistant Manager
  of Member Relations
  
  AAA Western
  & Central New York
  Anywhere.
  Anytime. Always.
  100 International
  Drive | Buffalo, NY 14221
  *** ***** ********
  ******* ************************* ********

  Customer Answer

  Date: 02/29/2024

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

• Initial Complaint

  Date:11/20/2023

  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.

  The company didn't do the job they were dispatched to do. They never brought me fuel and told me that my alternator needed to be replaced but vehicle was never jumped to tell anything about the alternator or battery.

  

  Business Response

  Date: 11/21/2023

  
  November 21, 2023
  
  RE: *************
  
  Dear Ms. ********,
  
  Thank you for sharing our member’s
  feedback regarding his recent request for roadside assistance on November 17,
  2023.
  
  Upon reviewing our records, the
  member’s request was placed at 9:55 a.m. It was noted that the member requested
  battery service and fuel delivery. Our contracted service provider arrived on
  scene 11:15 a.m. and tested the battery.  Upon receiving the results of
  the battery test, our service provider notes that the member intended to call
  his mechanic to ensure his vehicle could be towed.  Once confirmed, the
  member indicated he would call AAA to request a tow.  As the member had
  intended to have the vehicle towed to a repair facility, a jumpstart and fuel
  were unnecessary and not provided. 
  
  If the member no longer intends to have the vehicle towed, he may
  contact AAA at 1-800-AAA-HELP and our agents will arrange for a jump start and fuel delivery.  Please note, however, if the battery is depleted, the
  vehicle will not run long and may even stop while driving.
  
  If you have any questions or
  concerns, please don’t hesitate to contact me directly.
  
  Sincerely,
  
  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
  

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18th, 2023 I purchased my daughter a driving package from AAA of Western NY. It was 625.00 for the package that included: 25 hours of driver education instruction
  In-car training conducted one-on-one with a state-licensed AAA driving instructor
  10 driving lessons, including road test
  5-hour pre-licensing course certificate ******** FREE 1-year AAA Basic® Membership
  This program/package has been a nightmare. So far she has received only 2 lessons with an instructor who was not willing to work with someone who has adult driving anxiety; which we told them she had in the paper work. The instructor insisted on taking her out at 500 p.m. on a busy road. She does not have a lot of driving experience--hence the lessons.
  Now she is starting college this week and we need the lessons to be with a new instructor and to be done early on in the morning on Saturday (since her school schedule is filled in the week day). I have reached out to the AAA 4 times to have them have an instructor call me, to get her back behind the wheel. Every time the person I talk with states that someone will get back to me- but they never do. I have a copy of my receipt in my email if you need it. I was hoping you could reach out to them and have them either refund me for the lessons she still did not get (8) or have someone schedule Saturday morning lessons. You can let them know that my receipt no. was- ************ and the reference no. was- ******** Thank you so much for your help.

  

  Business Response

  Date: 08/28/2023

  Thank
  you for taking the time to share our customer’s feedback regarding her
  experience with the License to Learn program offered by AAA Western &
  Central New York. I am sorry to hear that she was not completely satisfied
  with her experience. Our
  customers' opinions and feedback are essential to helping us provide the
  quality service that we are known. Please be assured that I have shared her
  feedback to the appropriate manager for internal follow up with the instructor
  involved.  In addition, as per the customer’s request, a full refund for
  the remaining 8 classes has been issued to her payment card.  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 Member Relations AAA Western & Central New
  York*** ************* ***** * ******** ** ******** ***** ********* **** *********** ************************* ********

  Customer Answer

  Date: 08/29/2023

  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:07/20/2023

  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 have a contract with AAA. they provide tow coverage in the event of a vehicle breakdown. My ****** motorcycle broke down and would not run and needed to be transported from my home to the dealership in Dansville NY. During transportation the tow company hired by AAA, damage the front fender of the ****** motorcycle. I immediately filed notice of claim with AAA and obtained an estimate from the ****** dealership to fix the damage. The ****** dealership estimated the fender needed replacing as it was too far damaged. AAA assigned a gentleman who indicated AAA has lots of contacts with many shops and that he should be able to find one to estimate for repair of the front fender. After not hearing from this gentleman for some time I recontacted him and he indicated all three of his shops said they would not touch the motorcycle and referred him to the ****** dealership. At this point I requested AAA honor the estimate that I submitted from the ****** dealership as they were unable to support their argument of repair. Because the AAA representative couldn't find somebody to repair, he told the vendor ******** towing in Henrietta NY to find somebody to repair the fender. ******** towing advised me their insurance company would only replace the damaged fender with aftermarket parts. There are no aftermarket parts for the ****** Fender with a war bonnet on the front and a glass ****** face headlamp as they are trademarks of ****** and nobody else can reproduce these. Again, I referred ******** to the ****** dealership. ******** final claim with their insurance company, ******** *******. I returned to AAA and advised them that I have the contract with them and that I would like for them to settle the claim at this point for the replacement of the fender parts. AAA then reassigns the matter to another damage estimator in their company to try to find a repair shop. I believe they are acting in a bad faith claim handling practice at this point. I asked AAA to speak to a Vice President in charge and they refused to transfer me to a VP. I am a 41 continuous year customer at AAA.

  

  Business Response

  Date: 07/26/2023

  July 26, 2023

  Re: Case ID# ********

  Thank you for sharing our member’s feedback regarding the
  damage incurred during his AAA roadside assistance request on April 28,
  2023.  As per the member’s complaint, a damage claim was documented with
  AAA Western & Central New York (AAA WCNY) on May 6, 2023.  AAA WCNY
  received photographs of the damage on or around May 12, 2023 and an estimate
  for repair from a facility located in Dansville, New York was received on June
  2, 2023.
  
  As per standard business practices, our Business Advisor
  sought additional estimates.  However, no other repair facilities were
  willing to repair this vehicle.  Accordingly, our Business Advisor requested
  that our AAA contracted service provider arrange to cover the necessary repairs
  from the Dansville repair facility.  The contracted service provider
  consequently filed a claim with their insurance company to cover the costs of
  repair.
  In his complaint to the Better Business Bureau, the member
  indicates that he would prefer that AAA WCNY settle the damage claim. It
  should be noted, however, that the contracted service provider indemnifies AAA
  WCNY from and against losses, damages, and expenses resulting from the roadside
  assistance services provided.
  Upon receiving the member’s complaint from the Better
  Business Bureau, our member relations team inquired into the status of the
  damage claim. While our team cannot speak to the member’s interactions with the
  insurance company, we have received confirmation that the insurance company has
  issued a check to the member in the amount of $2,111.82, an amount equivalent
  to the estimate provided by the member. 
  Thank you again for sharing our member’s feedback.  If
  you have any additional questions or concerns, please don’t hesitate to contact
  me directly.
  Sincerely,
  Katie
  ********
  Assistant Manager of Member Relations

  Customer Answer

  Date: 07/27/2023

  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 clarification, after filing my complaint with AAA, the AAA vendor insurance company did continue to reach out to me and only two days ago, made me an offer to replace the damaged parts. I excepted the gesture, but no monies have been received to this date.

  My complaint, for the most part is that AAA appears to be operating in a bad faith claim handling practice. Why would they send out their agent to get estimates when they were going to turn it over to their vendors insurance company anyway? They initially assigned this to their own manager to investigate, and this manager dragged his feet slowly. This manager gave misinformation which slowed the process down, such as in me turning over an estimate they say were several weeks later. I had the estimate several hours after he was inspecting my bike, but he never asked for the estimate. After not finding any contractors to come up with a repair estimate, their manager sat on this for several weeks without contacting me. When I contacted him and he indicated he could not find any shops that would give an estimate, he sounded frustrated is that he could not find somebody to do a repair. So, he said he would turn me over to the contractor who has contacts that will be able to find somebody to do a repair. at this point, the Tripoli investigation falls into a bad faith claim handling practice. If AAA was not going to settle this matter with its contract holder, then why did they send out a manager to investigate this? My complaint is with AAA.’s process and manager.

  When I was contacted by the vendors insurance company, they asked me to start at square one again. I explained my claim to AAA. Then I explained my claim to AAA’s manager. Then I explain my claim to the vendor manager. Then I explained my claim to the vendors insurance agent. Then I explain my claim to the vendors insurance company. At this point my frustration level was high. I returned back to AAA and asked them to honor the claim and settle it with me directly because their process was broken and that I should not have to, continuously and repeatedly explain my claim over and over to each and every new person that pointed their finger to the next new person. 

  I have been a 41 year continuous AAA Customer. I am absolutely beside myself on how they treated me during this process. Once the AAA manager could not find anybody to give a repair estimate, AAA should’ve immediately defaulted to my estimate and settled the claim with me directly. This should’ve been settled by the end of May. But, because of AAA’s claim handling practice, we are now at the end of July, and I still have not received the settlement funds.
  

  Let me refresh all those who read this that I still am inconvenienced because of all of this. I still have to ride my motorcycle 75 miles down the expressway to get the repairs made. I have to leave my bike with the shop and sit around the shop for several hours total of my thumbs while the repairs are made. Then I have to drive my bike 75 miles back to my house. This pretty much choose of the better part of a whole day and I have to take my bike there. I certainly can’t trust AAA to tow it there anymore.

  For the Better Business Bureau, I think you for your service. I don’t consider this matter finished until the bike has been repaired satisfactorily. That’s not gonna happen until the phones get into my hand, and I tell the shop to order the parts, and I get my bike down there to complete the repairs

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

  
  

  

  Business Response

  Date: 08/02/2023

  Thank you for your response.  Please see attached for
  confirmation of payment from the contractor’s insurance company.

  The AAA Member Relations team spoke with the member on
  Thursday, July 27th.  At that time, a complimentary six-month
  membership extension (valued at $132.50) was offered to the member.  AAA
  Membership cards featuring the new expiry date will arrive via postal mail
  within 7 to 10 days.  As an additional gesture of goodwill, AAA Western
  & Central New York has sent the member a Visa gift card in the amount $25,
  to contribute to the costs of the fuel required to travel to the repair facility via motorcycle.

  Sincerely,

  Katie
  ********
  Assistant Manager of Member Relations

• Initial Complaint

  Date:06/16/2023

  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.

  Today June 16, 2024 my wife who is the nursing director for our local hospital went to start her truck to go to work at 4:30 am and unfortunately it would not start. She had to take my vehicle to work. Since she is a first responder and very busy I called AAA to come tow her vehicle to the shop to get fixed. We have done this exact same thing multiple times in the past! I was told since she was not with the vehicle they would not tow it. I explained that she is at the hospital and is too busy to come and meet a tow truck. From there the agent became very aggressive with me. I proceeded to call my wife and asked her to call to get her truck towed and the same result, she was told since she isn’t with the vehicle they wouldn’t tow it. I called to speak to a supervisor and to lodge a complaint about paying for a service since 2010 and now we are being told that we can’t use it. What I am most upset about is the way they handled myself and my wife on the phone. We have used this service many times over the years and have never had an issue but now it’s a different company and clearly their customer service needs an overhaul.

  

  Business Response

  Date: 06/20/2023

  Thank you for taking the time to share this
  feedback regarding our member’s recent request for roadside assistance. 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. Ensuring that membership services are
  used by members only keeps AAA membership dues affordable, which – in turn –
  enables everyone the opportunity to become a member and take advantage of all
  benefits we have to offer.  Therefore, it
  is our policy to require that the member be present at the time of breakdown to
  receive requested services. Upon listening to the call recordings, the member’s husband clarifies
  that the member was with the vehicle when it broke down.  Accordingly, the breakdown was eligible for
  service under his wife’s AAA membership account, yet our associates regrettably
  did not place the service request.  The
  next day, on June 17, 2023, a service request was placed, and roadside
  assistance was provided. AAA is a
  service-oriented association, and we work diligently to provide service as
  efficiently and professionally as possible, as well as giving our members peace
  of mind in unforeseen circumstances. I am truly regretful that our member’s
  experience does not reflect the level of member care for which we are known.  I contacted the member’s husband today via
  telephone to advise that our Member Relations department will ensure proper
  follow up with all associates involved. 
  In addition, to help rectify the situation, this road service request
  will not count against his wife’s four allowable free service requests during
  the membership year. I can certainly
  understand the frustration over the service provided and hope that my action
  can redeem the situation to the extent possible. Please be assured that we will
  use this feedback to improve our services in the future. If you would like to discuss
  this matter further, please feel free to contact me, and I’ll be happy to speak
  with you.   Sincerely, Katie G******* Assistant Manager of
  Member Relations AAA Western & Central New York Anywhere. Anytime. Always. *** ************* Drive | Buffalo, NY 14221(o) (716) ********E-mail: *********@*****.com|***.com

• Initial Complaint

  Date:06/07/2023

  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 requested roadside assistance from AAA on 5/29 because my truck would not start. The service technician who arrived performed his review, jumped the truck but advised that he thought a larger problem was occurring and that it was best to tow. Come to find out that the 'larger problem' was a loose cable connection at the battery, something the technician should have caught during his review. This negligence resulted in my wife and I being stranded 3.5 hours from home, having to take a taxi and two trains to make to a location, still an hour and a half away from home, where a friend could pick us up. The dereliction of duty resulted in us incurring over $500 in avoidable repair and transportation expenses. More details are provided in the document titled "AAA Case Details".

  

  Business Response

  Date: 06/12/2023

  Thank you for contacting AAA Western and Central New York regarding our member’s recent request for roadside assistance.  We are sorry to hear that our member was not satisfied with the roadside assistance provided in New Jersey.As per the Terms & Conditions of membership available on AAA.com/terms, a battery boost will be provided in an attempt to start the member’s vehicle.  If the vehicle cannot be safely driven after attempting any of the listed roadside assistance services, the vehicle will be towed.  According to the member’s case notes, the roadside technician provided a successful battery boost.  However, the technician expressed safety concerns about the vehicle’s electrical system.  Accordingly, the vehicle was towed to a dealership in Kingston, NY.While very knowledgeable, AAA roadside technicians are not mobile mechanics.  Our Terms & Conditions allow for minor or temporary mechanical adjustments when possible, but a thorough and accurate vehicle diagnosis is not a AAA membership benefit, nor is it possible during a roadside service request.  Specifically, our roadside technicians do not have the equipment, time availability, or certifications required to make an accurate vehicle diagnosis while providing service roadside.  Keeping in mind the distance the member intended to drive, our technician expressed an appropriate safety concern.  The vehicle was towed to a repair facility and the issue was properly diagnosed and repaired. I can certainly understand the member’s disappointment, but AAA provided the services to which the member was entitled through AAA membership.  Accordingly, AAA respectfully declines to reimburse the member for the costs of repair detailed below:5/31/23 – Total Invoice amount from for diagnoses and fix of loose connection                     $161.46Mechanical breakdowns are never convenient and often costly, especially when far away from home.  To assist in those situations, AAA offers Trip Interruption Protection to AAA Plus and AAA Premier members.  More specifically, in the event an auto trip is delayed overnight or canceled due to mechanical disablement, a collision causing disablement or theft of the member’s eligible vehicle, AAA Plus and AAA Premier provide reimbursement for food and lodging or a car rental.  In this instance, the member opted to travel home via train.  While train tickets are not eligible for reimbursement under the AAA Trip Interruption Protection benefit, AAA Western & Central New York made an exception in light of the member’s loyal AAA membership.  The member was issued a check in the amount of $175.43 covering the items below:5/29/23 – **** Ride from breakdown location to Secaucus Train Station                                  $14.935/29/23 – Two train tickets from Secaucus Station to NY Penn Station                                       $8.50    5/29/23 – Two train tickets from NY Penn Station to Albany-Rensselaer                                    $152.00As tolls are currently a covered benefit for members of AAA Western and Central New York, an additional check will be issued to reimburse the member for the $21.00 paid to the technician for tolls. In addition, while the member would have incurred mileage costs from Albany to Rome regardless of the breakdown, we recognize that additional costs were incurred when traveling back to Albany to pick up the vehicle.  Though not covered under the Trip Interruption Protection benefit, AAA will issue reimbursement for this cost as an additional gesture of goodwill.  Accordingly, the member will receive another check in the amount of $95.67 as reimbursement for the costs below:5/29/23 – Tolls paid to tow truck driver (no receipt provided by driver)                                    $21.005/29/23 – Mileage to Albany-Rensselaer from Home (114 miles $0.655/mile)                        $74.67                Thank you again for sharing this feedback.  I can certainly understand our member’s frustration, but hope I was able to clarify the benefits covered under AAA membership.  If you have any questions, or if I can be of any further assistance, please contact me, and I’ll be happy to speak with you.Sincerely,Kathryn G*******Member RelationsAAA Western & Central New York100 International Drive | Buffalo, NY 14221(o)

  Customer Answer

  Date: 06/13/2023

  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.
  
  While I once again appreciate AAA willingness to take steps to right this wrong, the current state does not resolve this issue for me. A few points in the response that I take issue with are noted below;- While AAA's Terms and Conditions are explicitly written in a manner that is up to interpretation, one could argue, and I am sure others would agree that checking to ensure that the cables going to the battery are properly connected would fall under 'Minor/temporary adjustments will be made in an attempt to enable your vehicle to operate safely', especially after the service technician noted that the battery was indeed fully charged. If checking the battery's cable connection is not considered a 'Minor/Temporary adjustment' then I am curious what would be. No tools are even required to do that. This is while I am requesting to be fully reimbursed for charge of $161.46 I incurred. Furthermore, if the 'roadside technicians do not have the equipment, time availability, or certifications required to make an accurate vehicle diagnosis' then they should not be expressing opinions like 'I think there is something larger going on here' because it instills undue/unwarranted fear onto your customers. - I do find it very unsettling that tolls are indeed included in the AAA coverage and yet I was instructed by the driver to pay him in cash to cover three $7 tolls. He told me that his credit card machine was down and could only except cash and could not provide a receipt.- In terms of the mileage I am requesting to be reimbursed for I will break it down further because my vehicle was not towed to Albany. We were in Rutherford, NJ when my vehicle broke down which is 247 miles from Rome, NY. Recall that we had to have a friend come pick us up from the Albany train station and drive us back home due to the breakdown. But with my vehicle being towed, it resulted in the following;114 miles traveled from Rome, NY to Albany, NY (To get picked up from train station)?114 miles traveled from Albany, NY to Rome, NY?166 miles traveled from Rome, NY to Prestige Toyota in Kingston (to pick up vehicle from towed location)?166 miles traveled from Prestige Toyota to Rome, NY??Total miles traveled equals 560. While we would have driven back 247 miles from Rutherford had the vehicle not been towed, there were an extra 313 miles incurred during this ordeal. So while I originally only requested the mileage reimbursed from having to be picked up from the Albany train station, we actually incurred a net total mileage expense of $205.02. This is an issue that I feel very strongly about and feel as though we were taken advantage of in the situation. For us, there was a breach of trust and accountability. Between the monetary cost, the stress we endured with trying to find our way back home, I am asking once again for AAA to hold not only the service technician accountable but themselves for outcome that resulted.
  
  Regards,
  ***** ********

• Initial Complaint

  Date:06/05/2023

  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.

  AAA towed my son's truck to a shop for repairs. They loaded the truck backwards on their truck and during the 40 mile trip the new toneau cover broke loose and beat against his truck dan=maging the bed and roof of the truck. We have photos of the truck loaded in our driveway with no damage and security camera photos of the truck arriving at the repair shop with the cover half ripped off and against the cab. We submitted an estimate and the photos. AAA says the tow company needs to fix it but they refuse to talk to my son **** *******. I have called AAA a dozen times and they just pass the buck to someone else and close our complaint. They refered me to Debbie G***** who I have called twice and never called me back. ******* *******

  

  Business Response

  Date: 06/07/2023

  Thank you for sharing our member’s feedback with AAA Western
  and Central New York.Upon receiving our member’s concern, I found that the
  following correspondence was sent via e-mail to the e-mail address listed on
  the membership profile on April 2, 2023. Thank you for contacting AAA
  Western and Central New York (“AAAWCNY”) regarding [your son’s] recent request
  for roadside assistance. After completing an
  investigation of his damage claim, [our contracted service provider], advised
  they are willing to work with [the member’s son] to replace the Tonneau cover
  and make repairs to the bed rail.  To proceed, [the member’s son] must
  contact [our contracted service provider] directly at ###-###-####.In regard to the other damages
  claimed, our business advisor has determined that the damage reported is
  inconsistent with the service provided on April 2, 2022. AAA Western &
  Central New York respectfully declines to provide reimbursement for all other
  damages or arrange for necessary repairs at no cost.  Should [your son] wish to
  dispute these findings, [your son] must respond in writing within 14 days of the
  date of this correspondence to the attention of our Member Relations Department
  at 100 International Drive, Buffalo, NY 14221.Our contracted service provider reports that they have made
  several attempts to arrange the agreed upon repairs, but have not received a
  response from the member’s son.  Should the member’s son wish to arrange
  repairs, he must contact our service provider directly at ###-###-####. 
  Alternatively, the member’s son may visit the service provider’s facility
  in-person to arrange a date for repair.  Should the member’s son need
  additional assistance, he can contact our business advisor directly at ###-###-####
  to help arrange a date for the agreed upon repairs.Sincerely,Katie G*******Assistant Manager of Member
  RelationsAAA Western & Central New YorkAnywhere. Anytime. Always.

• Initial Complaint

  Date:02/03/2023

  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 need the highest level of management within the executive offices for customer complaints to contact me ASAP @ ************ ask for ***

  

  Business Response

  Date: 02/07/2023

   February 7, 2023  Dear Ms. ********,  Our member relations specialist contacted our member yesterday to discuss his concern.  Our specialist is investigating the matter and has advised the member that she will reach out again this week.  Should he have any questions for her in the meantime, he can e-mail her at **************************Sincerely,  Katie G******* Assistant Manager of Member Relations AAA Western & Central New York *** ************* ***** Buffalo, NY 14221  Phone: ************ E-mail: ******************* 

  Customer Answer

  Date: 02/07/2023

   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. 
  
  
  
  Regards, 
  
  *** ****** 
  
  
  The issue is the wait time I have been on this issue since Saturday @9pm and they have yet to resolve the problems due to their snail like approach. it’s p retty simple AAA messed the entire thing up and it should be pretty obvious as how they are to blame   

• Initial Complaint

  Date:02/02/2023

  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.

  I signed up as a new member requesting a tow to my shop. I was told I had to sign up over the phone in order to get towed the same day. The tow truck driver arrived and made my daughter and I very uncomfortable. He was smoking and kept telling me I should be taking my car next door to ********. He said he was in a hurry because dinner was in the table. I felt forced to have my car go to this other place. I called back in the morning and stated I wanted my car moved because I never wanted it there. I was told a complaint would be filed and someone would call me but that a tow would come move my car to my shop but to call the shop and advise they would be there in about an hour. I called the shop and was advised I had to pay $75 or they would not release my car. They said it should be $150 but they were “giving me a break”
  I never wanted my car there to begin with and now I’m out even more money. The AAA Rep I talked to earlier that day called me back to check on me since she knew I was upset. I told her they made me pay to release the car. She added to my complaint and assured me someone would be calling me. I called Tuesday after not hearing from anyone. I was asked what kind of resolution I was looking for and was told somebody would call me that day or the next day at the latest. Again nobody called me so I called again today Thursday where I was again asked what kind of resolution I was looking for and that I now had to fill out a form if I was looking to be reimbursed my $75 and they would review it for consideration. Reimbursing me the $75 was discussed on both the Saturday and the Tuesday phone call and nobody said anything about a form. I was told again today that hopefully somebody will call me tomorrow. I am done trying to track them down when I have now expected a callback on three different occasions, at this point I want my $75 as well as the cost of the AAA which was $117

  

  Business Response

  Date: 02/07/2023

  Please be assured that our Business Advisor has spoken with the member and agreed to cancel and refund her membership in full, along with a refund of the $73.41 diagnostic fee as a gesture of goodwill. Sincerely, Katie G******* Assistant Manager of Member Relations AAA Western & Central New York 

  Customer Answer

  Date: 02/07/2023

  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:01/27/2023

  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.

  On November 10, 2022, I received an advertisement from AAA. It stated that if I rejoined the auto club within 10 days, I would be given a free $20.00 gift card. I sent a check in the amount of $80.00 the same day. I finally received my permanent membership card in the first week of January 2023 but as of today, January 27. 2023, I have not received any gift card or information relating to the promised gift card. I called the AAA (phone # ###-###-####) on or about January 6, 2023 and was told that I would be sent an e-mail in regard to the gift card in approximately 8 days, but I there has been nothing sent from AAA concerning the gift card card. I would hope that The AAA auto club would not be involved in misleading or false advertisement.

  

  Business Response

  Date: 01/30/2023

  
  Thank you for
  contacting AAA Western and Central New York regarding our recent membership promotion. I am sorry to hear that our
  member did not receive the e-mail required to claim the digital gift card. Please
  be assured that it is never our intention to disappoint our members with a
  promotion that doesn’t measure up to their expectations.  
  
  Upon receiving our
  member’s concern, our team has completed the claim form on his behalf and he
  should receive his digital gift card withing 3-4 weeks. If you have any questions, or
  if I can be of any further assistance, please contact me directly and I’ll
  be happy to assist.   
  Sincerely,
  
  Katie
  Member Relations
  AAA Western & Central New York
  100 International Drive
  Buffalo, NY 14221
  

  Customer Answer

  Date: 02/01/2023

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