Complaints

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

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  AAA Northeast

  110 Royal Little Dr Providence, RI 02904-1863

  
• 

  AAA Northeast

  653 Worcester Rd Framingham, MA 01701-5222

  
• 

  AAA Northeast

  900 Hingham St Rockland, MA 02370-1049

  
• 

  AAA Northeast

  1035 Reservoir Avenue Cranston, RI 02910-5134

  
• 

  AAA Northeast

  45 Storey Ave Newburyport, MA 01950-1899

  

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:06/21/2024

  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.

  I purchased AAA back in early 2024 On Feb 7 2024 I was in a bad car accident. Was in the hospital. Long recovery After I was home from the hospital I cancelled my AAA membership I had no car, wouldnt have for awhile I still dont. No need to pay monthly It has been a rough bunch of months since the accident. Physical and functional therapy. I checked my bank statement and realized AAA is still taking monthly payments from my account since I cancelled in February They did refund the last payment but refused to refund the payments they took out since February of this year they want a e mail confirmation of the cancellation. First of all, why would I keep paying for it since Feb when No car and no driving. I offered then medical proof and more. Medically I was able to drive. That e mail confirmation was from February. I assumed they cancelled my membership as I spoke to a woman there about it. It is a reputable business I could of deleted it by accident. As I said I was in a bad way or I have a feature on my e mail that it automatically deletes e mails after a certain amount of time. I get so much junk mail. I normally keep important e mail but as I said was in a bad way. If they refunded lasts months due to me telling them I canceled months ago due to a accident why not refund since Feb To prove they have miscommunications there the first woman I spoke to said there was no one else I could talk to. Who she spoke to was all that could be done. I will not get refunded. She was annoyed I asked to speak to someone else. Finally she gave me a number. That woman said I was just talking about ur issue to another woman. I asked her if I could speak to you or if I asked to speak to someone else and the first woman said, No, I handled it. 2nd woman said she was sorry I wanted to speak to u. She never should of told u that. It is not true. 2nd one tried asking a higher up person who said I couldnt get my $ back from Feb.proves there r issues there

  

  Business Response

  Date: 07/08/2024

  I write in reply to this concern. We spoke to the member last week and this has been resolved. 

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car had flat tire called for assistance at 6:00 pm did not get help till 9:30 pm.

  

  Business Response

  Date: 06/17/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7th at approximately 3:06 pm my son and his wife car broke down in **********, **. For the past 15 years I have purchased a AAA membership for myself and my 2 son's. My membership # is ****************. My son's membership # is #****************. The location of the breakdown was a very dangerous intersection. My son's called AAA immediately and requested a tow. He explained to them that they were in an unsafe location. He was told by the dispatcher that a tow truck would be there within 15 min. My son waited and waited. Police officer came and stated that the car need to be pushed to a safe location because it was in a very unsafe place and was causing traffic issues. My son stated that he had called AAA and due to health issues he could not push the vehicle. Several motorist push the vehicle from that location to a nearby gas station. Once at the gas station the owner came out and stated that he can't have his car hear. My son called AAA every hour on the hour. They stated that they had expedited his request. I was so upset that my son had been in the hot sun with his wife in a unsafe place waiting for a tow so I called AAA at 5 pm and at 7:05 pm. They told me that they had expedited his request for the tow and one of the dispatcher told me that his request was canceled. I spoke to ***** and ****. Now the gas station owner was upset with my son because he was blocking his customers from accessing the gas station. He stated that he didn't believe he was waiting for AAA because it doesn't take this long. My son then called a private tow company and they arrived within 15 minutes of his call. My son received an sms text message from AAA at 8:08 pm stating that they will arrive at 9:10 pm. My son paid $200.00 for the tow. On June 10th I called and made a complaint to AAA. (MCT#*******) I spoke to and emailed ***************************** and *******************************. They offer to give my son his membership cost and reimbursement for the tow.

  

  Business Response

  Date: 06/14/2024

  I write in reply to this concern: we spoke to the member and based on the experience we have offered a membership for the household and to refund for the towing expense that was paid of out.  Member has not submitted the receipt for us to review, 

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car broke down in ***. I called AAA, as a member, and they towed me to a garage in *********, ** that was 'AAA Authorized.' The garage did everything wrong to my car after I had paid them $3073.33. They made me pay in advance saying they would not do anything until I did so. I live in *********, **. A month later, my car had to be towed to another garage where the work was done properly. So I am paying twice. AAA is responsible as they towed me to this garage.

  

  Business Response

  Date: 06/19/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  To BBB:
  

  I have spoken to many, many representatives over the past 2.5 months regarding this issue. No one has expressed any concern, interest or responsibility. I was towed by AAA to an AAA garage where there did all the work incorrectly. I do not live in ** and did not have a garage alternative. Ultimately, through dear friends, I was able to find another garage. The 2nd garage had to redo all the work of the first garage. I have now paid TWICE. I want AAA to refund the money I paid to the first garage as they towed me there and it is the fault of AAA. Thank you.
  

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/01/2024

  We have attempted to reach out to the member. We will contact the member directly to discuss. 

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received one phone call with a name the was not clear. I tried to return the call however the person who answered the phone did not know the name I gave. This is really unacceptable. In my first response I said I would not accept a phone call however the business seemed to disregard that. I will accept information via email, not by phone.

  As I stated previously, I will not accept contact by phone. In April, 2024, when my car was being towed to the 2nd garage, *********************** made the arrangements. She told me I would have to pay for the tolls directly with the tow driver, and that AAA would reimburse me. I sent her the receipt and have never been reimbursed. I do not believe what you have to say over the phone. I need everything in writing.
  
  
  ***********************

   

   

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for expedited passport processing for 2 passports through a AAA- associated website called "Rush My Passport" ******************************** assumed since this service is associated with AAA that it was legitimate and trustworthy. However after I paid, when I tried to contact "customer service" via the phone, email, or chat listed on the referenced website, I cannot speak to any person or get any response at all. I went to my local AAA office to have passport photos taken, the employees were adamant that they knew nothing about this service and offered no help at all. For obvious reasons, I am very disappointed and upset. I have been a AAA member for many years. I don't know what else to believe except this is some kind of scam and I don't understand why AAA would be associated with something like this. If the service is legitimate then why does no one at AAA know anything about it. Why is there no available customer support? The phone number only goes to a recording, contacting the email address does not get any response at all and the chat link is a dead link that doesn't even work!! If it is a scam then why is AAA allowing their company to be associated with it and apparently endorsing it.

  

  Business Response

  Date: 06/11/2024

  I write in reply to this concern. We will contact the member to discuss. 

• Initial Complaint

  Date:06/11/2024

  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 called AAA Insurance to cancel my policy effective May 17 three days prior to the cancellation of my policy due to my purchase of a second vehicle in which USAA offered better coverage at a lower rate. I had made them aware of this circumstance during the phone call. I was sent a letter charging me with a balance of $18.50 and filed a dispute with them given that I cancelled my policy two days prior to the due date. I was then sent a letter requiring that I prove that I obtained other insurance with personal information that they are not entitled to have. This amounts to a threat of extortion. I'm only seeking that the balance they presume that they are owed is cancelled even though they owe me a refund of the balance that was covered to May 19.

  

  Business Response

  Date: 06/13/2024

  We have reviewed this file and determined the bill for ********************** cancelled policy was correct.  We did call to advise him of this.

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It is a matter of fact, according to ******************* response letter, that not only was there an admittance that I owed nothing but further an attempt by him on behalf of AAA to require that I provide my personal information regarding my policy with another auto insurance company which they are not entitled to. I did receive a phone call from an AAA representative in which I was offered to have my AAA membership paid for but I was still required to pay the amount they say I owe for cancellation. The month of *** was paid up to the 19th, when the payment for **** would be due. The cancellation was effective on **** 17 and I had called AAA two days prior to notify them and at that time was not advised of a cancellation fee. The representative I spoke to that made an offer to resolve this issue had apologized that at the time of my notice that I was not told of the fee. As far as I'm concerned, I am not receiving a refund on the balance of what I paid. I was charged a cancellation fee I was made unaware of at the time of my cancellation. AAA is trying to get my personal information with another auto insurance company under threat. I think AAA should consider these factors in how they have treated one of their customers when analyzing how best to address customer satisfaction.  
  
   
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/24/2024

  Good afternoon,   

  In response to the insured's response, the final bill of $18.50 is earned premium in which we cannot waive due to it being pure premium.  The insured was contacted and offered a AAA membership voucher to cover his membership fee of $137 for one year, as a courtesy.  Customer was advised the $18.50 payment would need to be applied.  Customer refused the ********************** voucher and decided to disconnect the call.  We value our customers and try our very best efforts to provide excellent service and show our appreciation. 

  Thank you

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

   

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  A representative of AAA had contacted me and was reviewing my complaint. However, there has been no resolution at this time.  

  

  Business Response

  Date: 07/11/2024

  I write in reply to this concern, our insurance department spoke to the insured: The only resolution is for the insured to apply the final payment to the policy .  We cannot waive premium, but we did offer the insured a free AAA Membership voucher which would cover his renewal membership,a $137 value.  When this discussion occurred  , the insured did not agree with the resolution and disconnected the call.  

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My $236.00 renewal membership was to begin on July 1, 2024. I noticed in early June (June 3, 2024) that AAA automatically renewed our membership 3-4 weeks prior to the date of our renewal. This was not my complaint however. When I called AAA to cancel our membership (on around June 5, 2024), I was told that it would take 1-2 days to credit the $236.00 back onto our credit card. When I recently checked our statement on June 9, 2024, I noticed AAA had not credited our credit card. When I recalled AAA on June 9, 2024, I was told that I would be receiving a check in the mail within two weeks. When I complained and asked to speak to a Supervisor I was told to hold, which I did for 20 min. Eventually I hung up. My point is, even if I receive the check in two weeks, AAA would have held our money for close to 4 weeks. Why cant they credit a credit card (like when they debit a card)? Their policy of mailing a check weeks (if not months) is a deceptive way of using the float to collect interest on my money. Using a float is a way a company can use your money to collect interest on it. Otherwise why dont they just credit my credit card? They are deceiving the consumer. I would like my money back with 5% interest since this is what I can get on a CD or in a money market account.

  

  Business Response

  Date: 06/12/2024

  I write in reply to this concern. We will contact the individual directly to discuss. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The AAA response was that they will contact me. I dont need for them to contact me. What I need is for AAA to credit my credit card as fast as they debited my card (1 month prior to renewal). The business practice of making consumers (like me) wait weeks (if not months) to have a check mailed to me is deceptive in my opinion. Why cant they just credit my credit card like 99% of the businesses that I work with do? They do this to collect interest on my money, as well as hundreds of other customers. They use the float ( the lag time until one actually gets paid). Its wrong, deceptive, and should be stopped. No, I am not satisfied with their response. Please pay the amount owed to me soon, as well as a 5% interest charge for delay tactics. Sincerely, *************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/18/2024

  I write in reply to this concern, We have contact the member to explain the refund policy. Member would be receiving the refund with ***** business days. Member has not returned our call. 

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  The AAA is now claiming that I did not return a phone call which is a categorical lie! The person who called me was a woman named ******* from ************. She left a phone voice mail and when I returned her call I got her message voice mail claiming to be out of the office. I left my name and phone number on Crystals answering machine. Check her messages! I am disappointed that ******* has to lie that I did not return her message. At any rate, I finally received my check after 13 days. As far as I am concerned this case is concluded. But, I will say I am disappointed in AAA, not only in their deceptive ways to make the consumer wait for their check, but also in the fact that ******* felt she had to lie about my not calling her back. *************

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I have been paying my flood insurance since 2016 in escrow of my account with PHH mortgage and recently I had a claim that I submitted and the company AAA in providence told me several ago that my name was added to the policy since my father has been passed away, I provided all documents including death certificate, deed, map of the town plot and lot and still they have not put me on the policy I have been paying this policy since 2016 and it has been the same each year. I demand them to put me on the policy as right now I have an open claim and the adjuster is REFUSING to submit my claim!! I told him I had an attorney and he REFUSING to contact my attorney!!! PLEASE Contact me and Help me immediately I have MOLD and DAMAGE in my basement due to all the water damage and I NEED immediately to get HELP.

  

  Business Response

  Date: 06/05/2024

  I write in reply to this concern. We have forward this to the insurance department and someone will be reaching out to the insured. 

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/30/24 I broke down and was in an unsafe situation. Notified *** that I needed a tow and I wasn't off the road completely and I felt like I could get hit. *** through text messages said a local tow company would be there in about an hour and a half. For some reason *** cancelled that at the hour and a half **** of already waiting and expecting them any minute and resent a new text message saying a different towing company ******** would be there in another hour or so. I prompted the agent to call me because at that point the cop and I agreed I had been waiting in an unsafe location and the company that they canceled was ONE mile from me. The company they changed to was ONE hour further north and had multiple calls before me. When I told the *** worker the cop can't wait and needs my car safe she said no problem send in the bill and I will be reimbursed. So, I paid for it up front now I'm getting the run around and they're denying my claim. I got towed by a company closer and less money therefore they should be covering this. The company is affiliated with *** too so that's not the problem. Absolutely aggravated that I've been a customer for ************************************************************************************************************************* 2 minutes. I want my $100 back that I paid in towing fees. The bill was for $240 because the shop fixed my car. The bill clearly shows the towing was $100. It's ridiculous that they're giving me a hard time.

  

  Business Response

  Date: 06/05/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  I still have not been reimbursed. It's been long enough! This is unacceptable. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  

  Business Response

  Date: 06/18/2024

  I write in reply to this concern. Member was reimbursed and was advised it would take ***** business. The refund check was mailed to the member. 

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not been reimbursed. When was the check sent? That would have been the more helpful reply. Im still waiting and for a company that has claimed they will win my trust back youre certainly not proving that to make me wait this long. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

• Initial Complaint

  Date:06/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 3 cars fully insured by AAA. My daughter and husband were on the vehicles also. My daughter bumped a parked vehicle while parking. AAA put the accident/at fault under my name instead of my daughter's only after I didn't agree to renew my insurance with them. I have NEVER had an accident and I don't have tickets so I am highly offended. I want that accident/at fault removed form my record immediately.

  

  Business Response

  Date: 06/19/2024

  I write in reply to this concern. Member would need to contact their home club .