Complaints
This profile includes complaints for AAA Club Alliance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/28/2024
Type: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.
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.
Sincerely,
**********************************
Business Response
Date: 09/06/2024
AAA Club Alliance
I, ***************************** reached out to ********************************** concerning her recent trip to ******* booked through our AAA Perrysburg location. Based on our findings and the information provided to ACA we are in agreement with **********************************. ************************************ was notified 9/6/2024 with our final resolution, and she accepted.
Thanks,
*****************************
AAA Club Alliance
Initial Complaint
Date:05/09/2024
Type: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.
Complaint: 21684716
I am rejecting this response because:I've been told by AAA that my vehicle has been sent to the tow company without any diagnostic, repair, repair notes. The tow company denies ever having the vehicle and AAA has not provided documentation supporting the tow. AAA has told me to contact a lawyer and now I'm being told to file a police report.
never any diagnostics, testing or repairs done to my vehicle which is the reason it was towed to that location. AAA sends me in a circle and then tells me to contact a lawyer.
Sincerely,
*****************************Business Response
Date: 05/13/2024
This has already been through our legal department and the member has been made aware of what needs to be done. We consider this matter closed.Initial Complaint
Date:02/26/2024
Type: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 Saturday feb 23 2024 i called aaa at 6:20 am. Car was shut off and not in a safe location and needed a tow truck. Was told one was dispatched waited an hour it never came, called aaa again had a 2 tow truck dispatched waited over 45 min no one ever came. Sat outside in the cold over 3 hrs tow truck still hasn't come. Still currently waiting it is now 9:50 am.Business Response
Date: 03/23/2024
Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance.
Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern.
I am providing a copy of your comments to the appropriate management team to ensure that corrective action is taken.
We appreciate your continued support through membership and are confident that the next time you call upon AAA for service, your experience will be significantly improved. Meanwhile, we are pleased to update your membership with a credit in the amount of $75.00 toward your next renewal.
Once again, thank you for giving us the opportunity to improve our service for all AAA Members. Please feel free to contact us with any additional questions.Initial Complaint
Date:09/11/2023
Type: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 issue started with Triple AAA 8/30 at 630pm when my Explorer started driving funny and not wanting to shift. I had to then pull over in a Rite Aid parking lot where I decided to call Triple AAA for a tow. I spoke to a representative that told me it would be a estimate waiting time of 150 minutes. I waited for a hour at 735p then called to get a ETA I received a recording stating a tow truck, driver wouldn’t be available until 9:07 PM. When the tow truck finally arrived after nine. I called my ride and was finally able to go home. The tow truck driver, then text me and explain that he had dropped my car off and a triple AAA Location on ******* Road. The next day, the chipotle location called me and explained to me that I had to take my SUV to a Ford dealership. I then call AAA again today 8/31 at 2:35p to pick my suv up from the AAA body shop and tow it to the dealership on ******* Avenue, which was York Ford. When I noticed I never heard everything from a tow driver after a few hours I called again for a ETA at 5p and received a automated message stating my SUV will be at the dealership by 5:15p. Then called the dealership to let them know my SUV was on the way. A representative then called me at after 5 o’clock to explain to me it was one vehicle still in front of my SUV to be towed to the dealership I explained that I had called in for a tow at 2:35 and that I called again for a ETA at 5p and received a automated message stating my SUV will be at the dealership by 5:15p. By 530p the dealership was closing and I had never heard anything from a tow truck driver. While at home trying to figure out where my SUV was a tow truck driver then caused me after 9:00 PM stating that he had dropped my SUV off. When I said, are you serious at 9 PM? He then asked what kind of SUV do you have? I think I called the wrong number. So I’m now home, unaware of where my vehicle is. I called AAA for supervisor and someone put me on hold, then hung up with on return call!Business Response
Date: 09/12/2023
Ms. ****** places the service call at 245pm and was quoted 150 min with an ETA OF 515PM. Our driver did arrive a bit later than expected but arrived on location with the vehicle at 558pm, about 45 min later than expected. The members vehicle was being towed unattended and was in a safe location. The delay was unexpected and we do apologize for the delay. The service call has been removed due to the delay.Initial Complaint
Date:08/31/2023
Type: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 was YET ANOTHER occasion in which AAA roadside assistance did not show up, despite being told MULTIPLE TIMES that my daughter was not safe (on an expressway in MI, over an hour from home, alone, in a construction zone!). My daughter popped two tires in a large pothole and called AAA at 11 AM. They told her it would probably be within the hour. It is now over 4 HOURS LATER, and she has called 6 TIMES, being rerouted to various phone operators telling her the tow driver was busy but that someone would be coming. Mind you, it is a beautiful summer day, so why are they so busy? She waited, called her father crying, because cars and trucks were passing by so closely. Her dad called a few times telling them she was unsafe and alone. He was told someone was coming, Then I called and was routed to someone in NY, who said there was no record of her request!! She transferred me to someone in Tampa, who sounded extremely elderly and annoyed, and I could hear him typing in a "hunt and peck" fashion. He also could not find the request. He finally put in a new request. She is still waiting. Her phone battery is near dead and her dog is home alone. She had to call off work, and now she will probably not even be able to get the tires put on today, as it is getting so late!! We are over an hour away but would have come up there if they would have just told us they had no intention of towing her car! This scenario also happened to me about a year ago and to a friend of mine shortly before that. My friend waited over 6 hours, alone, at night and was also eventually told they lost the request, even though she had called multiple times and they had the request at those points. Obviously, AAA doesn't have enough towing contracts and plays this game of "we're coming, we're coming, oops now we can't find your request" to hide this fact!! People's lives are at stake! My daughter just called another towing service and is paying for a tow to get to a safe place.Business Response
Date: 09/12/2023
We are so sorry to hear of the experience while your daughter was traveling in Michigan. She absolutely can file for reimbursement for the outside tow service by submitting a reimbursement at the following link: *******************************************************
Because your daughter did experience this less than satisfactory service we would be willing to cover her dues for the next year. We would have offered to refund the dues that were paid for her membership but she was a free associate. Please again accept our sincerest apologies for the handling of her service request and trust that we will address the concern with the Michigan club.
Thank you
Initial Complaint
Date:02/27/2023
Type: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 called AAA for trip number ******. I was denied the ability to use my battery replacement member benefits. My car was repaired, but I was forced to pay full price for a replacement battery. When I contacted AAA customer service on 2/27/23, they confirmed I had battery benefits available for use.Business Response
Date: 03/16/2023
I have called and left a voicemail advising that we are processing the reimbursement for the battery that was paid for. I apologized profusely for the mistake and provided my number if the member has any questions. The check should arrive in 7-15 business days.Initial Complaint
Date:02/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My two sisters and I have a planned up coming trip to Jamaica on 03/09/2023. The total package trip for the three if us is $4285. My one sister paid $1499, my other sister paid even less then that amount
I paid $2328, which the travel agent and her supervisor admitted to me yes I over paid, but they both told me it was nothing they can do about it. They claimed my money has already went to the vendor. They even suggested I ask my sisters for my over payment. I even paid insurance for this trip. All I'm asking is to be treated fairly and for my over payment be refunded back to my credit card. I made a total of 3 payments for this trip.1st payment$658, 2nd payment $500, 3rd payment $1170.67. I don't want to cancel my trip I just want to be treated fairly.Business Response
Date: 02/06/2023
Hello,
I am forwarding this concern to the appropriate person for Travel.
Thank you,
*** ***********
Business Response
Date: 02/07/2023
Hello,
This client originally had a separate room. When her roommate cancelled she asked to be added to her friends room and they then purchased a larger room to accommodate 3 people. The cost of the trip then increased significantly due to the room size changing. The additional cost was charged to this client as the others only upgraded because this client wanted to room with them. This client then complained because she was charged more than the others. We explained to her that the cost difference was due to the room change. She had requested that we give a refund from the vendor or AAA for the difference that she paid. We explained to her that we cannot refund and there was no overpayment made....this was the cost of the room upgrade and the amount owing was paid in full. I did offer to pay for a brand new AAA membership for this client but she was not interested. We then suggested she ask her travel partners if they would split the additional cost for the upgraded room with her and they said they wouldn't because they had a room originally and she was the one who wanted to get added on and agreed to pay for the upgraded room. This client did make the final payment knowing exactly how much she was paying and agreed to the payment. Two weeks later she then came in to complain about how much she had to pay.
Initial Complaint
Date:01/17/2023
Type: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.
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
****** ********
10:22 AM (16 minutes ago)
to me
Okay thank you
Reply:
Just to clarify, I did not move away, not sure where that info came from. I was visiting in Ohio when my starter had issues. I gave you multiple times to fix the issue. My car was there on 3 separate occasions with the last time being when it had to be towed there because it would not start at all. If you put a new starter in, what is my car not starting at all?? I stopped trusting you guys after that. After 3 tries my car still had the same issue. I went to the dealer and they put the starter in CORRECTLY and I have not had a issue since. I just want a refund ASAP.
Sincerely,
****** ******** AAA on Meijer Dr. They clearly don't have a clue of what they are doing. When inquiring about what is going on and why didn't my car start, they were very shady and never gave me a clear answer of the issue. I decided then I DON'T TRUST them. My car continued to have the same issue despite being serviced at the AAA on Meijer Dr. THREE times in less than two weeks!!! I eventually went back to the dealer and of course they replaced the starter CORRECTLY and my car is fine now. I was told by AAA on Meijer Dr. That the stater I paid $514.35 for on 10/28/22 was under warranty. So when I called and spoke to the manager Jack, at AAA on Meijer Dr. to ask for a refund, he refused. The manager Jack was very rude, unprofessional, unsympathetic and cocky. If the starter is under warranty and did not work, why shouldn't I be refunded??? I have attached the AAA and Honda invoices.Business Response
Date: 02/15/2023
We attempted to assist the guest with the install of a Starter
that the local Honda dealer stated she needed on her car. We asked the guest if
we could Diagnose the starting concern and she just wanted us to install a starter.
We completed the repair. A short time later, she had another concern with
starting. We replaced the starter under warranty. We also performed a TSB on
the flex plate at no charge. The guest has moved *out of the market and I
continuing to have concerns. We would happily diagnose the concern, but the
guest has moved away. She is requesting a refund. We are processing that now.
We will be glad to actually diagnose her concern if she is ever back in the
market.Business Response
Date: 02/17/2023
It is our pleasure to Send the refund. It is being processed and will be to you within 10 working days. We appreciate your patienceCustomer Answer
Date: 02/21/2023
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.
Sincerely,
****** ********Customer Answer
Date: 03/01/2023
[BBB Transcription via Email]
****** ********
Tue, Feb 28, 7:52 PM (12 hours ago)
to me
Hi,
I know I stated I would except the resolution because the owner called me and he was processing the refund. I just got the check and it is only for the actual part and not for the labor and taxes. I am not accepting this. I want the total amount refunded. I don’t think I should have to pay for their incompetent labor. So is there a way to reopen this or do I need to submit another complaint?
******Business Response
Date: 03/02/2023
We are refunding an additional 254.00, That amount is an additional 50.00 more than the guest paid. We consider this concern closed.Customer Answer
Date: 03/13/2023
Complaint: ********
I will accept/closed this complaint once I receive the check.
Sincerely,
****** ********
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