Complaints

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

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• 

  AAA Club Alliance

  15 W Central Pkwy Cincinnati, OH 45202-1005

  
• 

  AAA Club Alliance

  471 Ohio Pike Cincinnati, OH 45255-3337

  
• 

  AAA Club Alliance

  8176 Montgomery Rd Cincinnati, OH 45236-2904

  
• 

  AAA Club Alliance

  7733 Mall Rd Florence, KY 41042-1405

  
• 

  AAA Club Alliance

  603 E Main Street Lebanon, OH 45036-1915

  

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:03/15/2023

  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.

  In July 2022 I signed my husband up for a Plus membership. It states that Plus memberships can add an additional member free. Yesterday he called to add me on his membership and they charged him $31.00. When I called them this morning to dispute that charge they said he could only add me on the membership for free for the first 30 days of the membership or he would have to have automatic renewal. No where on the paper work does it state that. All AAA will tell me is they can give me "Legals" email since they won't take phone calls. I have asked to be refunded $31. Apparently, it doesn't matter what AAA's website states or any of the paperwork we've received that states the an additional member is free. All AAA can tell me that you only have 30 days to add an additional member even though it doesn't show anywhere or their website or the paperwork we received.

  

  Business Response

  Date: 03/22/2023

  We are sorry to hear about your recent experience while
  contacting AAA regarding this promotion. Currently, we do have a 90 day grace
  period in place for new accounts where a cancelation or a promotion can be
  applied. However, we have made the exception to have the promotion applied to
  the newly added member, and a refund for the $31.35 has been processed back to
  the credit card used.
  
  Please allow up to 10 business days for this refund to be processed. 

  Customer Answer

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/08/2023

  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.

  I filed this with AAA but it was wrong one, it is AAA Club Alliance, so I thought I was renewing my old AAA account that I had for 20 years, but somehow those were cancelled and last year they charged my card $160.50 for the year, this year it charged $246.45. When I emailed to find out why, all I received back was a "thank you for being a subscriber". I called and was told that because I paid through the website there is nothing they can do, can't change my plan, can't cancel it, no way to retreive the excess charge. Very deceptive practices. I got an email saying my payment method needed to be updated, I assumed it was expiration date or something similar, but it was a cancelled card. I just want the difference refunded.

  

  Business Response

  Date: 03/17/2023

  Dear
  BBB of Cincinnati,

  
  Unfortunately,
  we cannot refund the difference as the membership was created with a one-time
  new member promotional code last year. We ask the member to confirm if she wants
  to downgrade the membership coverage level. If so, please advise what coverage
  level is being requested. 

  
  Thank
  you, 

  
  AAA
  Member Experience 

• Initial Complaint

  Date:02/20/2023

  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 have been a AAA plus member for years. My renewal date for my plan expired in December 2022. In the past I have been set up for auto renewal with my card on file. I recently updated my card so the auto renewal was not successful. I received multiple emails daily luring me to renew with various perks and incentives to compliment the renewal. On January 10th I called in to inquire about the incentive that was the best fit for me, and that was the receipt of the streaming service Peacock for 12 months free. The representative checked her email to find the code to be applied to my membership which according to her was "Peacock" and advised me I would receive an email from Peacock with a redemption code. As of present day I have yet to receive my email. I have called 6 different times and everyone says the same thing but nothing is being done. I have been told that a supervisor is expediting the process, it appears that it didn't go through on 1/10, you have to call Peacock, no you can't speak to a supervisor, the turnaround time is 2-3 weeks, no we can't cancel your service, and my favorite I've done all I can do. I want the same tenacity and persistence in giving me the perk that was offered to me as the daily harassing emails sent out to get me to renew prior to renewal otherwise it's just lies and fraud and I don't like that. Please help me get what I am owed.
  
  Natalie

  

  Business Response

  Date: 03/06/2023

  We are sorry to hear about the recent trouble you have
  had with receiving the Peacock promotional offer from AAA. We have sent your information to our Vendor who will
  be resending this Peacock redemption email out to you. Please check your email
  and spam folder for this email which should arrive to you within 5-7 business
  days.

  Customer Answer

  Date: 03/08/2023

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

• Initial Complaint

  Date:01/10/2023

  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.

  Recently I had a car accident, plan to fix the accident damages out of my pocket, with a membership, today I called AAA to tow my car this morning, and AAA towed truck driver with a truck came to my place at noon. Due to the car died battery, he kept the hood cover open and put the battery charger inside, when he was towing my car on his truck. I filed a claim to AAA and asked AAA to pay my car damages. but AAA says that the truck service company is their contactor, AAA does not want to pay the damage fees. I pay the annual membership fees to AAA, it is responsibility to guarantee a good service, if their contractor damaged my car, AAA should take money from that truck company to pay my car damange.
  AAA case manager contact information as follows: Regina H*****
  Member Relations Case Manager
  AAA Club Alliance Inc
  Email: ***************************
  Phone: ###-###-####
  Fax: ###-###-####
  **** ******** *** * ********** ** *****

  

  Business Response

  Date: 01/11/2023

  We did assist the member in a damage claim with an independent contractor of AAA. The towing facility **** Towing & Service INC has denied responsibility for the tow due to the pre-existing damage to the vehicle. We did advise the member of our liability statement in our member benefit guide:

   

   “We have contracted with independent service facilities to provide Roadside Assistance. AAA shall not be liable for any damage, injury or loss occasioned by or resulting from rendering, attempted rendering, or failure to provide any Roadside Assistance or towing service or failure thereof by an independent service facility. Independent service facilities are not agents of AAA, nor is AAA an agent for them. They are solely responsible for their actions and for any legal liability arising therefrom. Any arrangements you make for subsequent nonemergency repairs are between you and the service facility.” Pg 17 AAA Member benefit guide

  Customer Answer

  Date: 01/11/2023

  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, reasons for rejection are included below.
  

   

  the front glass of the car was damaged by the towing truck driver hired by AAA, he opened the hood cover, the hood cover edge damaged the glass, while he was towing my car upto his truck. before using towing service, all damanges of my car were evluated by two different auto shops, they did not see any damange on the front glasss. one auto shop gave a detail evaluation about all damanges in evaluation.pdf. Another auto shop owner messaged no damange on the front glass (see form.docx). It is very clear that the damage on the corner of the front glass was made by the hood cover open. 

  the message communications with that AAA truck driver also shows that he knew he did incorrect towing operatoins and damaged my car front glass (see form.docx). 

   

  AAA takes membership fees annually, hires a contractor to do such services, it is AAA to hold money from their contractor to pay this damanges caused by their Towing services. 

  the optional solutions should be:

  1. AAA asks their contractor to pay my car front glass replacement fees

  2. AAA pays my car front glass replacement fees, if their contractor rejects to pay it. if my Car was caused by someone who has not insurance coverage, my car AAA poilicy would be valid to cover this damage, so AAA should pay it. AAA cannot simply say that the damage was pre-exist one and try to reject damange payment. 

   

  I am reponsiable with the damanges caused by my previous rear-end collision, according to my AAA coverage policy. but I am not responsabile with any dmanges caused by AAA towing sercices. 

   

  
  Regards,
  
  
  
  **** ***
  
  

  

  Business Response

  Date: 01/13/2023

  We again have advised that the service facility has denied the claim and this removes AAA from any mediation. At this time the member may seek subrogation with the facility directly. We consider this matter closed.

  Customer Answer

  Date: 01/19/2023

  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, reasons for rejection are included below.
  

  I am going to file the claim in the court about this case, I request that AAA offers me more details about AAA contractor or truck service contact info. so that I can file a claim in the court. 

   

  
  Regards,
  
  
  
  **** ***
  
  

  

  Business Response

  Date: 01/30/2023

  The independent contractor is **** TOWING & SERVICE INC, 1** ******** *** ********* ** ***** ###-###-####. 

  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, reasons for rejection are included below.

  AAA took membership fees from cutomers, but cannot solve such issues for customer, I do not think that AAA did good customer services. 

  Another, I need to file a new claim in BBB to claim the following company about this case: 

  **** ****** * ******* **** *** ******** *** ********* ** ***** ###-###-####

  but I cannot find this company in BBB, might you help me? 

  
  
  
  Regards,
  
  
  
  **** ***
  
  

• Initial Complaint

  Date:01/04/2023

  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.

  This company is fraudulent. I have been a top tier member for 5 years, and have used their services a handful of times. With every phone call to them, there is an excuse not to perform their promised services, or some way to not take care of their customer. The Premier membership promises a free battery replacement. I called AAA of ****** ** to come test the battery. The technician jumps the vehicle, confirms the battery is weak, lets the vehicle run for about 10 minutes in the 60 degree temperatures then immediately tests the battery and says it is at roughly 60% health which indicates it is still good and he cannot replace it. I mentioned that if the temperature drops below 0 and it if the vehicle doesn't start then what? He says, "Well call me then." December 22, roughly 2 weeks after the jump start, and two jump starts on my own, the battery fails in the -11 degree temperatures, and -27 degree windchill. I call AAA who indicates there is a 3 hour ETA. I informed the rep that this was unacceptable, and that if they would have replaced it in the first place I wouldn't be stranded. The rep (LR*****) agreed, and said to go ahead and replace it, and submit a battery reimbursement form. She sent me the form to my email, as well as $20 AAA bucks card? Why I would want that I don't know, but whatever. Anyway, I asked her if I had to have a test slip because the first year I had AAA I was screwed out of a battery because of the test slip. She said no, she would document everything and that I would just need to submit the receipt and reimbursement form. I said ok, I went to our local NAPA, and bought a new battery with a AAA Label. Therefore, I bought THEIR battery, installed it myself in the negative temperatures, and was able to get my vehicle home. I filled out the reimbursement form, copied the rep on the reimbursement as well as the email specified in the instructions. 1/3/23 I received an email stating that my claim was denied because no test slip. There is more..

  

  Business Response

  Date: 01/11/2023

  We have processed the members reimbursement forthe amount of $125.00 on 1/5/2022. The check will arrive in 7-15 business days.

  Customer Answer

  Date: 01/11/2023

  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, reasons for rejection are included below. The amount is nut in full. The price for the AAA battery as disclosed in the receipt is for $203.29.
  
  
  Regards,
  
  
  
  ***** ********
  

  

  Business Response

  Date: 01/13/2023

  The battery is only reimbursed in full if purchased from AAA. As it states in our Member Benefit Guide :

   

  "In some instances, where the original equipment is not available, a
  similar alternate battery may be offered in substitution. Should service
  or a substitution not be available, you may submit your request for
  reimbursement consideration up to $125. You must make every effort
  to contact AAA to request battery replacement service through AAA
  Emergency Roadside Service prior to proceeding with a replacement
  on your own. AAA reserves the right to decline reimbursement if proper
  process is not followed. Reimbursement requests must be submitted
  with the original receipt within 60 days of battery replacement. Does
  not apply to RV, motorcycle, or other specialty batteries."

  Customer Answer

  Date: 01/19/2023

  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, reasons for rejection are included below. 
  

  it is a AAA battery purchased through **** as your services were unavailable at the time. That’s what started this mess
  
  
  Regards,
  
  
  
  ***** ********
  
  

• Initial Complaint

  Date:12/29/2022

  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 12/16/22, I called for roadside assistance for my car ***** ******* ******). At that time I was told by a representative that I was entitled to a free battery. Once the driver came, he said my battery needed to be replaced and that the price is $190.00. When I told him the battery was supposed to be free, he said dispatch told him that I was not eligible for the free battery with the membership I have. The complaint was escalated to member relations . The representative Latisha told me that if I had purchased the battery for the car that day then they would have been able to reimburse me but since I didnt there was nothing they can do but apologize for the misinformation and as a courtesy she had reset my call history. Well today 12/28/22, I called in for battery replacement. I verified the model car I have and everything. The initial call was made around 10:20am. Nobody showed up within the estimated time so I called in to have the address changed as I had recieved a jump start to be able to get to work. I had verified the price of the battery with dispatch and was assured that they would have the battery to be able to change it. The driver arrived at 5:30pm and when he checked the battery type he informed me that there was nothing he can do and that he does not carry that battery on the truck. he also let me know that they do not usually carry this battery in itself and that i might need to bring the car to a shop to get a battery thus leaving me stranded again after waiting 7 hours for a call to only not be able to be serviced. this is not fair to me at all.

  

  Business Response

  Date: 12/31/2022

  We processed a goodwill as a one time courtesy in the amount of $200.00. The check should be arriving within 7-15 business days

• Initial Complaint

  Date:11/28/2022

  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'm a current Plus RV AAA card holder. (100 miles tow avail) My membership does not expire until 1/1/23. I have been a AAA member for more than 25 years. On the evening of 11/23/22 at 1800hrs my **** ******** failed to run after engine start, failed to restart. The break down occurred 70 miles from home in ********. I called AAA road side at 1803 hrs. The Rep indicated that i didn't have a Plus RV membership and transferred me to *****, ** call center. The ***** center transferred me to Toledo 212 call center. The AAA Toledo Reps acknowledged that my Plus RV membership was valid, but because I renewed the membership early my status was on hold. I was transferred back to ******** for service because the car was located in ********. The ******** reps wanted to transfer me to **** again, I requested to speak to a supervisor. I was on my cell with AAA for 56 minutes The rep hung up on me. My fiancee called and used her AAA plus card to request service for the same vehicle. Service acknowledged at 1900hrs for next 4 hours we requested an ETA for service. We were told repeatedly that the driver was in route (***, Southfield towing, United). We called the tow companies and found out the case was not dispatched to a tow company until 22:30 hrs. The tow company *** did not arrive on scene until 0840hrs the next morning 11/24/22.
  
  AAA refused service under my membership as specified in the membership agreement. Under the 2nd membership AAA took 12 hours to arrive on scene for service. (NO reason given, no apology) AAA breached the service agreement by failing to respond in a timely manner. AAA left me and my family in an unsafe position by failing to provide service on a cold night at a ******** strip mall. The service in recent years has been terrible. I would like a refund for membership paid in 2022 & 2023 and call from the dispute resolution dept.- See below for other

  

  Business Response

  Date: 12/13/2022

  We have spoken with member and resolved the concern to the satisfaction of the member.

  Customer Answer

  Date: 12/15/2022

  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, reasons for rejection are included below.

   

  1. We have not received the reimbursement checks as promised ?

  2. We have not received an apology

  3 Proof that the memberships status has been updated to Plus or Plus RV in the AAA system (AAA still indicated incorrect membership level in their system12/12/22)

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

   

  Customer Answer

  Date: 12/27/2022

  Good Morning

   

  AAA has agreed to return the membership fee for 2022.   I spoke to Robert (customer relations) at AAA.  It has been weeks since over conversation over the phone.  I also spoke with Ms Shannon R****** District Manager in person as well.

   

  Waiting for check in the mail    AAA cant get their act together

   

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

  

  Business Response

  Date: 01/11/2023

  The check date on the refund of the dues was 12/14/2022. The check should be arriving any day. This was for the amount of $66.00.

  Customer Answer

  Date: 01/13/2023

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

• Initial Complaint

  Date:11/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had tripple A since 2019 had the Premire with the battery replacement there saying I chose not to take the battery opposite when I renewed in 2022 when but I had it 2019/2020/2021 and should of still have the same coverage now but they say I do not now my truck battery is bad but they will not cover it I had auto pay but it was denied on my card on file so I called and paid it and it should have been the same as the years before I just do not think that’s right and they should cover my battery please let me no

  

  Business Response

  Date: 12/13/2022

  We did research the members concern and it was determined that the member cancelled the Premier Battery benefit online on 4/29/22 and paid $16.00 less (the cost of the Premier Battery Benefit) during the renewal.

• Initial Complaint

  Date:10/24/2022

  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 August 28,2022 while driving home from church I had a blow out on my driver side back tire, I called AAA for service. I paid for the premier service and the 45 minute wait turned out to be 4 hours sitting on the side of ********** **. There were text from 4 different tow truck drivers trying to locate me. I even had the sherrif deputy to explain where i was located. When the tech showed up, it was a third party towing service (** **** ******) it didnt take long but he left the part that holds my spare tire hang down and dragging but i caught that error. Two days later I was driving my truck and it was making a noise that I thought was the brakes but it turned out to be the driver side back tire which came off while we were driving back home. I had my 18mth old granddaughter in the back seek and my husband and me in the front> I contacted AAA with this issue and was told to take it to my mechanic to get and estimate which I did and I sent all the pictures and video and filled out a damage report and emailed it to Mrs. Ashley R*********, Member relations Damage Case Manager. She told me it would take 7-10 business days to get a answer. I kept in touch with Mrs R********* and my truck stayed with the mechanic on his lot which he was charging me $45 a day for storage. It has been over 30 days . On October 10, I received an email from Mrs R********* stating that the third party contractor denied my damage claim and this brought AAA mediation to a close. I feel that AAA should have taken responsibility for this damage. I called AAA for assistance not *** **** ******. Im disabled and I need my money refunded for the fixing of my truck and also reimbursement of the $900 rental of an suv for 3 weeks. I still owe for the storage fee to ********** **** . I am out of money I feel AAA should reimburse me all the monies I had to pay out for their mistake plus the anguish I had to deal with being without a vehicle.

  

  Business Response

  Date: 10/25/2022

  The independent contractor ***** **** ****** has denied the damage.

  Customer Answer

  Date: 10/26/2022

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********   

  I have pictures of my truck the day the damage happened also a video and the mechanics estimate of the damages.  I have witness of when the damage happened. I have text messages from the Technician that changed the tire. IM  being taken advantage because i am disabled and an elderly woman.

  

  Business Response

  Date: 10/28/2022

  Hello, The independent contractor has advised us of the denial of your damage claim. As the mediator in the damage process, AAA has appropriately evaluated the concern and ultimately the decision falls to the independent contractor.  Therefore, this brings our mediation to a conclusion. We understand that you might want to appeal the determination of the claim. If so, you may reach out to that independent contractor directly. Your vehicle was serviced by one of our independent contractors, not by AAA.  That contractor is ***** **** ****** *******. Here is their contact information: *** **** **** *** ***** ***** ** *****. Their Number is ###-###-####. We disclose to our members via their membership handbook and at AAA.com, that we use independent contractor’s and that the independent is responsible for any damage they may cause.

  AAA Liability:  We have contracted with independent service facilities to provide roadside assistance.  AAA shall not be liable for any damage, injury or loss occasioned by or resulting from rendering, attempted rendering, or failure to provide any Roadside Assistance or towing service or failure thereof by an independent service facility. Independent service facilities are not agents of AAA, nor is AAA an agent for them.  They are solely responsible for their actions.

  
  We consider this matter closed.

  Customer Answer

  Date: 11/02/2022

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:10/14/2022

  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 been with AAA as a plus member for years. I called today to use the service for a tow. I was told my membership has been down graded for ‘utilization’ and I’m now only at the basic level. Asked for them to explain they said I had to write a letter. I said I want to speak with someone to fix this problem. I paid my membership dues in May 2022 was charged for the plus membership but downgraded for using their services. .. for having them do thier job.. still not able to speak with anyone regarding this.

  

  Business Response

  Date: 10/20/2022

  Dear Cincinnati BBB, 

  Thank you for contacting AAA. ***** ******* renewed at the Classic level and was only charged for the downgraded
  membership level.

  Under AAA Club Alliance
  Inc.’s Member Benefit Guide, a member can be downgraded at renewal for use of
  excessive services. Specifically, the Member Benefit Guide states: “In
  addition, a Member who requests or uses an excessive amount of Roadside Assistance
  Service, that is, uses Services over a sustained period that are greater than
  the average Member uses, may be subject to membership downgrades at renewal,
  surcharges, or non-renewal of the membership.”  (https://cluballiance.aaa.com/membership/benefits)
  
  Based on the usage of this
  member (14 calls with 11 tows over 30 miles in three
  years), the membership was downgraded on renewal due to excessive services.

  Thank you, 

  AAA Member Experience 

  Customer Answer

  Date: 10/20/2022

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******

   

  I asked to be contacted in regards to this matter from AAA. They still have not contacted me till this day about this situation. This is the first response I’ve gotten thru the BBB. Lack of communication and taking responsibility lacks on thier part. Kelly telling me to contact other departments or would have someone call me.