Complaints

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

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• 

  AAA East Central

  5900 Baum Blvd Pittsburgh, PA 15206-3803

  
• 

  AAA East Central

  4790 Mcknight Rd Pittsburgh, PA 15237-3426

  
• 

  AAA East Central

  1634 Valley View Blvd Altoona, PA 16602-6041

  
• 

  AAA East Central

  138 Clearview Cir Butler, PA 16001-1565

  
• 

  AAA East Central

  2725 Mosside Blvd Monroeville, PA 15146-2741

  

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:11/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was involved in an accident in Sept. somewhere around the 13th. The car that he was driving was given to him as a gift from my deceased brother. We kept up the insurance on the vehicle while the estate was being handled and finalized. The incident was reported to AAA auto insurance. There was a conversation with the agent and he was asked to provide the requested documents to them. They were successfully emailed to the agent on Sept. 27th. Allison assured us that it would be taken care of. She sent my son a text to two asking if he was wanting repairs to his car. My son told her that he was and she said she would send him some repair shops to take it to. He has not heard from her since!!! No correspondence through mail or email. I also emailed her at the following emails:
  ************************** and Riddle************************** I have also called her and left a voicemail to please reach out to one of us to get this resolved. She has basically ignored the emails and voicemail. The last time my son heard from her was on Oct. 23rd. Still no repair and no insurance adjuster.

  Business Response

  Date: 11/21/2023

  November 16, 2023
  ***** *********
  **** ********* ***
  ********** ** ****1
  RE: Named Insured: ***** *******
   Complainant: ***** *********
   Claim Number: *********
   Dept. File Number: ********
   Date of Loss: September 20, 2023
  
  Dear *** **********
  This will acknowledge receipt of the complaint you have filed with the Better Business
  Bureau.
  Upon receipt of this complaint, Claims Manager Olivia L**** contacted you to discuss
  your claim, and sincerely apologized for the lack of communication. She verified you
  were still interested in having repairs done and sent you the list of preferred shops as
  requested along with her information via email. You advised you would like to go to
  Kojack’s Auto Body. As such, she contacted them and submitted an assignment. We
  are now just waiting for you to get your estimate.
  Please accept our apologies for the delay with the handling of this claim. If you have any
  questions regarding our position on this matter, please contact the local claims manager,
  ****** ***** ** ************

• Initial Complaint

  Date:11/09/2023

  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.

  September 14, 2023, 11:31 AM, I paid $5 for AAA's notary service. receipt #: ******** 4. November 2, 2023, about 9 AM, I called AAA, explained and Karen called me back on my home phone while I was at work. I called her the next day and she denied responsibility.
  5. My husband ******* ****** was in the emergency room Passavant hospital October 5, 2023 for treatment of urine retention and kidney failure, on top of his Multiple Sclorosis, He's not able to walk or climb into my car, he's in wheelchair and in rehab center at Vicentian home since October 11, 2023, he was adviced to only go on wheelchair transportation. Therefore when I got a phone call from my human resource on November 1, 2023, he informed me that the notorized paper was rejected because my husband ******* ****** tried to change 2022 (the date) into 2023, and it's obvious to the human eyes. I need this piece of paper notorized in order to retire. So I called AAA the next day (2nd), and called the manager's number the next day on the 3rd. She said the paper they notorized does not have to be perfect. It should be acceptable by most companies. And it's my HR that's asking too much. She offered to redo it at no cost, even come to the car to do it again, but they do not travel.
  Meanwhile I waited till November 4, 2023 late afternoon to receipt the copies from HR. And I called for traveling Notary, ***** ***** to go to Vincentian Home on the Wednesday of November 8, yesterday, for $75. I have the receipt. I can forward the receipt photo from my cell phone after this email. Linda told me AAA is wrong, of course it has to be perfect.

  Customer Answer

  Date: 01/29/2024

  ****** *** **************************
  2024?1?19? ?? 07:05
  Better Business Bureau <[email protected]>
  You have a new message from the BBB serving Western Pennsylvania regarding ********* **********
   
  It's more than 2 months, and we did not get anything from AAA. Even though I gave them so much time to act. 
  They fail to send us the checked that was agreed upon.
  
  Thank you,
  *** ******
  1/19/24

  Customer Answer

  Date: 01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

  From: ****** *** **************************
  Date: Wed, Jan 31, 2024 at 10:14 AM
  Subject: ??: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  Dear Sir, 
  We accept the offer by AAA as in the new message as the following:
  Thank you for bringing this matter to our attention. We apologize for the delay. It seems our accounting department overlooked the initial request in November. We have requested a check to be issued and mailed to the member promptly. The member should receive it within 7-10 business days.  
  
  *** * ******* ******
  1/31/2024
  
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  AAA office advised me to combine memberships with my wife once we got married in order to save money. They said I'd save around $40 a year by doing so and it would simplify things having us on one membership. However, doing so caused many issues and is costing me money! My multi-policy discount and AAA "On Board" discount were disassociated from my wife's and I's insurance policy after combining roadside memberships. My insurance renewal came in and was $400 more expensive! No accidents, no tickets, nothing changed policy wise. Looking at the cost breakdown, my wife's car premiums went down while mine went up $400. My local agent, Ben, worked very hard to get my rates back down. He succeeded by bringing it from $2,036 to $1,897, still more expensive than my previous renewal of $1,636. It turns out that my AAA On Board score discount was not tied to my insurance policy, but instead to my old roadside
  membership number. While Ben was able to get the multi-policy back on, he was unable to bring my On Board score discount back. Matter of fact , no one at AAA was able to. Ben tried, I called 888-835-7735 and 866-295-1042 on 10/24/23 and was told the same thing. My On Board driving score discount was associated with the Roadside membership not my insurance policy, and there is nothing they can do to reapply the score discount I was getting onto my policy now that my old roadside membership is gone. If I had known that combining memberships with my wife's would cost more, than I would never have done it. It seems AAA didn't realize that either. The problem is, I did something to save $40 at the advice of my local branch. Acting on their advice and without any warning of discount loss is now costing me north of $200. Instead of saving money, AAA is saying I need to eat the loss and take the hit. I have since re-enrolled to On Board with my new member number (shouldn't have needed to) but would like AAA to apply credit in the form of AAA cash for the $251 difference.

  Business Response

  Date: 10/31/2023

  Thank you
  for the opportunity to research the concerns noted in the member’s complaint
  regarding their AAA insurance policy. We
  extend our sincere apologies to the member for the frustration experienced. Below is a summary and the
  resolution offered and accepted.
  
  When the memberships were combined, the behavior driving
  score was removed resulting in the premium increasing due to the loss of the
  discount.  In addition to the behavior driving score discount being
  removed, the multi-policy discount was also removed at renewal. Our AAA
  insurance sales manager, Kylie S******** spoke with OnBoard support and was
  advised that when a membership is cancelled, the insured will lose the driving
  score, in the same manner as when a vehicle is removed or replaced on a policy which
  previously had the driving score applied. Ms. S******* has reviewed this with
  the insurance management team to ensure that the team is aware and that steps
  will be taken so as not to occur with another member’s insurance policy.
  
  Ms. S******* worked with the OnBoard management to reapply
  the discount for the policy for the current term, decreasing the premium to
  $1688. Driving data will be collected for the next six months to validate the
  behavior driving score for the next renewal term.
  
  On October 27, 2023, Ms. S******* spoke with the member to
  advise of the refund amount to his credit card as his payment was received
  prior to the reapplied discount. The member was appreciative and accepted the
  resolution.

  Customer Answer

  Date: 10/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Once you got in contact with AAA , they were very effective at fixing the problem. I am very satisfied with the resolution reached by AAA.
  
  
  
  Regards,
  
  
  ****** ******* ***

• Initial Complaint

  Date:10/08/2023

  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.

  Needed air in tire and had to cancell a job cause of it $ 45000

  Business Response

  Date: 10/18/2023

  Thank you for the
  opportunity to research the member’s concern with his roadside service request.
  We extend our sincerest apologies to the member for any misunderstanding
  regarding his AAA coverage.
  
  On October 8, 2023,
  at 2:02 p.m., the member contacted AAA for roadside assistance requesting air
  for the tires on his 1989 Toyota. Full Throttle Trucking LLC, an independent contract
  station, was assigned to provide service for the member. The contractor
  contacted the member to discuss the service request to ensure the proper
  equipment was being dispatched to him. The member advised the contractor that
  his vehicle was a dual wheel U-Haul, and all six tires needed air. He was
  informed at that time that U-Hauls are not covered for service by AAA. The member
  then cancelled the service request.
  
  Judy B**********, a
  representative from our Member Relations Department, contacted the member on October
  10, 2023, to also extend our apologies and to discuss his concerns. The member
  was most upset that he was unable to complete a job that he had scheduled and
  lost income. He provided details regarding his vehicle and inquired why it was
  not covered. The vehicle was purchased from U-Haul and is a box truck. Ms.
  B********** explained that per the AAA East Central Guide to Member Services that
  service applies to 4-wheeled motor-driven vehicles of the passenger, pleasure,
  or recreational type only. It does not cover a commercial vehicle or a vehicle
  that has been modified or altered. 
  
  The member has received a detailed explanation of his AAA membership
  coverage. He is now aware that the vehicle on this service call is not a
  covered vehicle for AAA roadside service.

• Initial Complaint

  Date:09/22/2023

  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 needed roadside assistance for a flat tire. I placed request approx 7pm on 9/21/23. My vehicle was parked in parking area where I was working. I was told 1st I was too far from the road. And was asked to drive with a flat tire closer to the road. Then I was told no one was available and I could call back at 8 am. 4 hours after finishing Mt shift. I drive for a living and federal law states I must have 8 hours off for between shifts. I work 12 hours and it includes travel time in the law. If they can't be there til before 8 I would not be permitted to work due to lack of adequate rest time. It's now 545am on 9/22 and ive been hung up on and passed around but still got a flat tire. The service I paid for was supposed to be 24/7. 10 hours after initial call I'm still waiting

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to
  research the member’s concern with his recent service request.  We extend our sincere apologies to the member
  for the issues that he experienced. Below is a summary of his service
  experience and the resolution offered and accepted.
  
  A
  representative of our Member Relations team, Lisa, spoke to the member on
  September 26, 2023. The member explained that the driver for the independent contractor refused to change his tire
  because he was in a gravel parking lot. The member acknowledged that he works in a rural location, but his
  vehicle was parked in the facility’s parking lot which is completely accessible.
  After waiting hours and not receiving service, a coworker on the next shift
  assisted him by inflating his tire with a pump. The member then drove to a gas
  station before his tire went flat again. He waited an additional four hours
  for the independent contractor to arrive and finally changed his tire.
  
  Lisa extended our
  apologies and offered, as a gesture of goodwill, a refund to his credit card in
  the amount of $103.00, representing the membership dues for the current
  membership year. The member was advised to allow 3-5 business days for the
  credit to appear. The member appreciated the follow up and was satisfied with
  the resolution. 

  Customer Answer

  Date: 09/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/12/2023

  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 purchased a batter from AAA under my membership at my old address. On 12/28/2021 I paid 225 for a battery. I told the guy that I could get a battery for 125 he said that advantage was that I would have a 6 year warranty. My membership lapsed and I got a new one. later I had to have the battery replaced on my new membership. I was told it would be linked. They did not link it. My battery died. I have had 2 techs tell me it was the battery until the found it it was a AAA battery. One tech told me they are no longer allowed to bring me a battery. Then the other tech told me the check with the willow grove center. So you all want me to believe that you do not have my battery in stock anywhere near me for a week. I have spent more in UBER than the cost of the membership. I was also told that since mine is under 6 year warranty that my batter cannot be brought to me. I have called 10 times. I have spoken to 4 people in 1 call alone today. I feel like you all changed your policy in January 2023 from 6 to 3 year warranty and you are trying to force me out of mine by making me get a new battery that is no longer covered by the warranty. I feel these tactics are being used to force a bait and switch. I have been inconvenienced so much by your company I feel like I am beginning to hate it. Are no notes shared between the calls. Why does every representative have to put me on hold for 15 minutes to research my old account?

  Business Response

  Date: 10/06/2023

  Thank you for the opportunity to research the member’s
  concern with her battery not being replaced under warranty. We extend our
  sincere apologies to the member for the issues she has experienced. 
  
  For AAA batteries
  purchased prior to January 2023, there is a 3-year full replacement warranty if
  the battery tests bad, and the remaining three years, the warranty provides a
  battery purchase at a pro-rated cost.  As
  of January 2023, newly purchased batteries have a 3-year warranty only.
  
  After reviewing the
  member’s service call history, a battery was purchased on March 8, 2020, for
  her 2015 Ford Edge. This was purchased under the member’s previous membership
  number. There were no other battery purchases under the previous membership in
  the AAA East Central territory or in any other AAA club territory. There were
  several service calls in the AAA Mid-Atlantic territory. However, after
  contacting AAA Mid-Atlantic and reviewing the records, no batteries were
  purchased during those service calls. Our records also indicate that there have
  been no battery purchases under the member’s current membership number.
  
  A representative of
  our Member Relations Department, Todd, phoned the member on September 14, 2023,
  and September 19, 2023. There was no answer, and he was unable to leave a
  message as the voicemail was full. Todd also emailed the member on September
  15, 2023, advising that two service calls had been adjusted to not count
  towards the member’s roadside assistance allotment for the current membership
  year. He also provided his phone number for the member to contact him to
  discuss the pro-rated battery replacement option.
  
  To date, the member
  has not contacted the Member Relations Department representative. However, on
  October 5, 2023, the member placed a service call and, as a gesture of
  goodwill, the independent contract station replaced the battery without
  requesting the pro-rated cost. As this replacement battery is complimentary, it
  will be under the same warranty as the battery purchased on March 8, 2020.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting refunds from AAA (American Automobile Association) for the following:
  Automobile insurance February 10, 2023- February 28,2023.
  Automobile insurance March 1, 2023- September 1, 2023.
   AAA  2023 membership. 
   Renter’s Home Insurance 2023
  
  On February 10, 2023, according to AAA Insurance Manager Ramar P**** at 5900 Baum Blvd. Pittsburgh, Pennsylvania 15206, a person called in to one of their offices by phone and claimed to be me. This person changed my address in Pittsburgh to their address in Allentown, Pennsylvania.
   The new address in Allentown Pennsylvania had a higher automobile premium and AAA wanted more money for the policy. However, the Allentown person did not want to pay the additional money. So, AAA cancelled the insurance and sent a refund check to the person in Allentown.
   I became aware of this incident in the latter part of August when I went into the AAA office to renew my Automobile Insurance for September.
  I found out that my car was not insured. The insurance was cancelled.  My membership and homeowners’ insurance addresses were changed to an Allentown Pennsylvania address.  That the person in Allentown used my membership benefits by using up the tow privileges on their car.
   I had no automobile insurance. Even though I had paid AAA on February 8, 2023, $668.00 to renew my policy.
   The Allentown person had access to my automobile insurance, my renter’s insurance, and my membership card and used it to their advantage in Allentown Pennsylvania beginning February 10, 2023.
   I, however, live in Pittsburgh and have not moved anywhere outside of the city of Pittsburgh in the last nine years.
  I know of no one living in Allentown, Pennsylvania.
  I am entitled to a refund for the time that AAA had no insurance on my car, rental home insurance, or membership.
  I have statements and checks to prove payment of these items to AAA.
  I have since August 24, 2023, purchased a new automobile insurance policy from AAA. I have a new policy on the car. However, I still have the old accounts for my membership and homeowner’s insurance that I would like to change.
  
  I have been a member of AAA for 57 years.
  Please help me to try to resolve this matter.

  Business Response

  Date: 10/06/2023

  The member’s concerns have
  been reviewed and researched for the past couple of months with ***** ****** insurance
  manager, at the AAA East Liberty branch. Once the issue was brought to our
  attention by *** **** ***** immediately informed our internal fraud
  department for their team to begin a thorough investigation.
  
  In the meantime, an
  affidavit was sent to *** ***, that requires her signature, stating she did not
  receive and cash the check in the amount of $469.00. Once we receive the signed affidavit, a new check can be issued and
  mailed to *** *** at her address in Pittsburgh.
  
  ***** has left several messages for *** *** and has not received any response
  as of today.

  Customer Answer

  Date: 10/11/2023

  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, details of the offer I reviewed appear below.
  

  October 11, 2023
  

  I am rejecting this because AAA (American Automobile Association) during the time of February 10, 2023, through September 1, 2023, did not fulfill their contracts. They contracted with me for coverage on automobile insurance, renter’s insurance, and membership benefits.
   I am requesting a refund on the following:

  
  Automobile Insurance-February 10, 2023, through March 1, 2023. There was no insurance coverage on my car. AAA was paid in full.
  Automobile Insurance- March 1, 2023, through September 1, 2023. There was no insurance coverage on my car. AAA was paid in full.
  Membership Card benefits compromised. AAA paid in full.
  Renter’s insurance compromised. AAA paid in full.
  

  AAA did not fulfill their agreement with me for the contracted services for which I had paid. I am requesting a refund.
  

  Thank you,
  ******** *** 
  ***** *** ******** 
  
  

  Business Response

  Date: 11/10/2023

  Unfortunately, the bank will not investigate who cashed the $469 check until she signs the affidavit stating she did not receive or cash the check. I’ve spoken to our internal fraud department and they are sending another affidavit to her today in case she does not have the one sent previously.
   
  
  We cannot proceed until she signs and returns the affidavit.
  
   
  
  Thank you,
  
   
  
  Beverly
  
   

  Customer Answer

  Date: 11/12/2023

  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.
  
  ******** ***
  November 12, 2023
  
  On August 24, 2023, AAA (American Automobile Association) manager Ramar P**** at 5900 Baum Blvd, Pittsburgh, Pennsylvania 15206, had me sign a Notarized Affidavit.  Attached to the Affidavit was a copy of a processed $469.00 check with the name and address of an individual in Allentown, Pennsylvania.   I signed the Affidavit that the check for $469 was not mine nor the bank that processed the check belonged to me.
   I later received a letter from *** *** ******, Corporate Banking, asking me to sign a form regarding the $469 check. The dates on her form were wrong.  I called *** ****** to advise her of the wrong date and she said she would call the agent and have the agent get back to me. 
  As of this date, I have not received a call from anyone at AAA.  I have a voice mail on my phone. 
  AAA has a Notarized Affidavit that I signed on August 24, 2023, in their office on Baum Blvd, Pittsburgh, Pennsylvania.
  I have a copy of the Notarized Affidavit.
    I would like a refund from AAA because AAA did not fulfill their contract with me for the following:
  
  
  Regards,
  
  
  
  ******** ***

  Business Response

  Date: 12/11/2023

  
  
  The latest update is that *** *** signed the corrected affidavit and sent it back certified mail to department handling the fraud issue. The insurance agent, Ramar, who has been speaking with *** *** will continue communicate with the department and *** *** to assist in resolving this matter.

  Ramar P**** is the AAA East Central insurance sales manager who is assisting *** ***. Ramar is corresponding with the corporate financial department (located in California) who will make the final refund determination.

  Customer Answer

  Date: 12/12/2023

  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.
  

  December 12, 2023

  
  As of this date, I have not received a letter from AAA (American Automobile Association) that they are going to refund me for the following:  
  No Automobile Insurance February 10, 2023-February 28, 2023. AAA paid in full.
  No Automobile Insurance March 1, 2023-September 1, 2023. AAA paid in full.
  AAA 2023 Membership compromised. AAA paid in full.
  AAA 2023 Renter’s Home Insurance compromised. AAA paid in full.
  AAA had a contract with me and did not fulfill their contract. 
  I am still awaiting an answer from them.
  Thank you,
  ******** ***

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

• Initial Complaint

  Date:08/31/2023

  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 an auto insurance policy through AAA. My chosen billing option is to pay the premium for the policy every six months. My policy was up for renewal, so I made a payment covering the six month premium for 762.00 on 8/28/23. My account was not set up for automatic payments, yet their system deducted an additional 762.00 the next day (8/29) automatically. Since this additional payment overdrew my bank account, I called first thing in the morning 9:05 A.M. EST
  
  I asked for the erroneous transaction to be reversed and was assured that it would be as soon as their call center opened in California for the day. After waiting for seven hours, I called again and was once again given assurances that the transaction would be reversed - but it could take until the end of the FOLLOWING WEEK, considering that Labor Day weekend was coming up.
  
  This is not the first time that this has happened, and previously the erroneous transaction was reversed within hours. It was at this time that I disabled all automatic payments from my checking account.
  
  Is it not possible to alter the website's script to inform someone in customer service that someone has been charged twice in the span of a day? Or better yet, to refuse an unneccesary payment that would otherwise be automatically deducted? This isn't a billing error at this point - it's blind, computerized larceny if the money isn't returned immediately upon review of the transactions.

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to
  research the member’s concerns. We extend our sincere apologies to the member
  for the frustration experienced.
  
  Our
  records indicate that the member’s auto policy was arranged by the member with the
  auto pay option on his account. On August 31, 2023, the member requested a
  refund of $762.00 due to the double payment of his auto policy. Unfortunately, the
  requested $762.00 refund of the auto payment will take 7-10 business days to be
  completed between the banking systems.
  
  On August
  31, 2023, our Corporate Cashiering Department received the request from the
  member to remove auto pay from his account. We can confirm this request was
  posted to the member’s account on August 31, 2023.   

  Customer Answer

  Date: 09/11/2023

  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.  A refund of the disputed amount posted to my bank account on 09/08/23. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a tow that was over my allotted 100 miles . I paid the tow truck driver for the overage
  Triple A is also billing me for the overage , even though I have made 3 phone calls to TripleA to try and get this resolved.
  The tow truck driver was contacted by triple A to tow my vehicle

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity to research the
  concerns noted in the consumer’s complaint regarding over-mileage billing for towing
  of her granddaughter’s vehicle. We extend our apologies for the billing error.
  
  The member’s
  grandmother paid the over-mileage charge on the day of the vehicle tow directly
  to the service provider. Unfortunately, our Dispatch Department
  incorrectly entered 146 miles for the vehicle tow instead of 100 miles, which
  automatically generated a bill in the system on the granddaughter's membership account.  
  
  On September 1, 2023, a representative of our
  Member Relations Department, Lisa, left a voicemail for the consumer to also extend
  our apologies, and noted that the billing error has been corrected and the
  balance was zeroed out. If the consumer has any further concerns, she may
  contact Lisa at ************ ** ***********************

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023 I made reservations thru AAA Travel on line. After I made the reservations I realized that we couldn't get off work to make it there on Friday as planned. I contacted AAA and I had free cancellation until a couple days before the we were to check in at the Bicentennial Inn in Buckhannon WV. On March 23rd I contacted AAA and had them make the changes from the 14th and the 15th of April to just the 15th. When we realized that we were going to make it there on the 15th we knew that we would have to pay for that night because it was after the deadline for the free cancellation. I called the Bicentennial Inn to let them know to find out that we didn't have a reservation for that night that it was for the 14th and they marked us as a no show. When we got the bill from the credit card company they had charged us for both nights. We have been fighting with AAA since. I found out that without my permission that they gave my information to a 3rd party company Expedia to do the booking for us. We havent received a refund and they claim that they have exhausted the funds to try to get us one. Is there anything that I can do about this? I never gave them permission to give my personal information out to anyone else!! I thought I was booking thru a creditable company. I sure was wrong. I still have all the emails from this booking and where they had made the changes.

  Business Response

  Date: 08/08/2023

  Thank you for the
  opportunity to research the member’s concern with her travel reservations for
  April 2023. We extend our sincerest apologies to the member for the issues that
  she experienced.
  
  When reserving travel
  through the aaa.com website, as we want to ensure our members receive the best
  possible price available, there are a few vendor options in addition to the AAA
  booking system.
  
  On March 3, 2023, the
  member made the initial reservation on the aaa.com website for a two-night
  stay. A few weeks later, the member contacted AAA East Central to change the
  booking to a one-night stay. Our AAA online reservation call center contacted
  the hotel, Bicentennial Inn, directly to modify the reservation. We have the
  phone recording of this modification request between the reservation call
  center and the Bicentennial Inn.
  
  Several emails between
  the reservation call center and the Bicentennial Inn requesting the refund be
  sent to the members have been unsuccessful. On August 7, 2023, our AAA Support
  Center phoned the Bicentennial Inn directly and sent the recording as proof of
  the modification. The Bicentennial Inn have acknowledged they were in error and
  will submit a refund to the member’s credit card, as the payment was taken
  directly by the hotel.
  
  Our AAA travel sales
  and business support manager, Stephanie, will continue to follow up to ensure
  the member receives the refund she is due from the Bicentennial Inn. Stephanie
  can be contacted at [email protected] or 412-365-7330.