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

  
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  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:12/14/2023

  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.

  On 12/14/23 I contacted AAA for a roadside assistance call as car wouldnt start. I explained to the representative that the car wont start but I know its not the battery. She explained I would have to pay a ***** fee to come out and tow and I said no problem.****** still sent a battery tech out there and he was there for 1 min and said its not the battery. He explained that he would get a tow truck there and the payment would transfer over.Approx 2 hours later a tow arrived explaining we would have to pay the 95 again. We said we already paid it. The driver then stated he would call AAA and got in his truck and left and never came back. After several calls to AAA I was told conflicting things and finally was told the fee would be transferred. However I was told sever times that a tow truck would arrive and never did. Approx 12 hours later at 7:27 pm I still dont have a tow when I was told one would be here at 7:21 and still not towed. I would like a refund of my money as waiting 12 hours for a tow is very unacceptable

  

  Business Response

  Date: 12/15/2023

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

  Customer Answer

  Date: 12/16/2023

  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:12/09/2023

  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.

  Ive been a AAA member for over 13 years and for the first time Ive experienced discrimination and unfairness with a driver who has a contract with AAA requesting money and exchange to fill my vehicle when I have the premium package membership that I pay for. Being a black woman being overpowered by a white man is so degrading and then when you called AAA to get clarification to understand what happened customer service cant help you they dismiss you tell you that theyll call you back with more understanding of what happened but instead they close the case did not tell me anything did not call me back I had to recall make another request Just to be again disrespected by a second customer service rep and then being told that the company will inspect and Ive asked why cant we contact a different company to get me told Ive had modification vehicles for over 20 years and have them towed before have never had a problem but until I enter ****** Massachusetts and I dont know the name of this company that you have a contract with, but they are so racist He didnt even try. He said that the car is extremely low. This is higher than majority of other vehicles that has been told and if you pull my AAA record and contact other drivers, theyll tell you this is completely unacceptable and I need someone in corporate to give me a call. Listen to the phone calls of what happened and give me a call for clear for clear clarification because Im not understanding this new rules or is people pulling these rules out of their rare end or is it OK to lie to black women , who need roadside assistance

  

  Business Response

  Date: 12/11/2023

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

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 21st, *** replaced the battery in my 2013 ****** Highlander, resulting in damage to my vehicle (refer to the mechanic's invoice for details). Despite submitting a claim to *** Customer Relations, it was ultimately denied. The reason given was a perceived lack of sufficient evidence to support the claim, despite the inclusion of the invoice. I requested that *** reach out to the mechanic for additional clarification, but this request was declined. This situation has imposed significant financial and psychological/physical challenges on my family. The vehicle, still lacking heat due to damage sustained during the battery replacement, has been especially difficult for my children to endure, particularly during the cold winter days. Despite communicating all of this information to *** Customer Relations, there was no resolution or response. The *** representative's name was *************************.

  

  Business Response

  Date: 12/11/2023

  We reviewed the claim and estimate that the member provided. We are unable to mediate this claim. If member disagrees with our findings, the member can seek other forms of mediation. 

  Customer Answer

  Date: 12/11/2023

  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,

  Panagiotis

   

   

• Initial Complaint

  Date:12/04/2023

  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.

  utilizing the *** website I rented a Hertz car... under the impression this was a legitimate company. After returning the car I received a fraud alert from my bank that *****/plate pass attempted to without authorization charge my credit card for unfounded toll charges... which were paid for by my personal ezpass account. After numerous emails over ten!!!! to curtail and remove these charges and to REPORT FRAUDULENT PRACTICES BY ***** .. to both Hertz and *** .. only seemed to increase the number of emails for fraudulent charges. I also would like to address the fact as to why *** recommends rentals from Hertz ..a company with so many complaints of fraud unscrupulous and unprofessional behavior. I will forward this to the Attorney general's office this has taken up so much time to protect myself from fraud and frustration... never to use this company again. ***'s reputation is now questioned because it did not fulfill my battery replacement last year and now this ... I will not renew *** so unprofessional and a rip off to customers who expect more

  

  Business Response

  Date: 12/04/2023

  I write in reply to this concern. Member is a member for AAA Mid Atlantic. Member would need to contact their home club.

  Customer Answer

  Date: 12/05/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:11/29/2023

  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.

  I signed up for AAA Auto Insurance in August. I have been very unhappy with their service. There is no way to adjust my payment online. When I call them, I am put on hold for over 1/2 hour and noone ever responds. This happened twice today.

  

  Business Response

  Date: 11/30/2023

  I write in reply to this concern. I have forward this to our insurance department and someone will be in contact with the insured. 

  Customer Answer

  Date: 12/11/2023

  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 would like this case reopened as I have not heard from AAA Northwest. They want to charge me $100 for early termination and I want that charged revoked! 

  

  Business Response

  Date: 12/12/2023

  I write reply to this rebuttal. We will be reaching out to the insured.  

  Customer Answer

  Date: 12/13/2023

  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:11/28/2023

  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 northeast makes it virtually impossible to opt out of the aggressive advertisement techniques online. I request the company to easily allow me to opt out from being contacted at all via mail and stop any communication with it and its affiliates.

  

  Business Response

  Date: 11/30/2023

  I write in reply to this concern, please provide us with the address that is on the membership so we can opt you out of being contacted and stop communication with it and its affiliates.

   

  Customer Answer

  Date: 12/01/2023

  Where should I send the address information? Isn't that something BBB already shared with the vendor in question? 
  

  Best,

  *********

   

   

  

  Business Response

  Date: 12/04/2023

  I write in response to the rebuttal. Currently the BBB information is showing 

  *******************************
  -, ** 02180
  however it is not showing the full address .

  Please provide full address so we can opt you out.  if you would like to email the information, please do so at **************************************************.

   

  Customer Answer

  Date: 12/04/2023

  Thank you. It would be a better business practice if this procedure would be available via the vendors website in clear and simple manner. Clearly this business wants to make it as difficult as possible for consumers to opt out of this unsolicited practice. 
  

  Perhaps BBB ought to look at this borderline predatory practice. 

  Thank you for your attention to this matter. 

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

• Initial Complaint

  Date:11/27/2023

  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.

  Nov. 13, 2023 called AAA around 2:15 p.m. due to flat tire , informed they would arrive in 30 to 40 minutes, communicated this info to my supervisor and based on the information, I would arrive in time for my shift. An hour and half later, when I called AAA to find out when was help coming, I was informed that the time of arrival was changed to 8:30 p.m. My blood pressure rose and I became distraught, at 68 years of age (69 the following day) and female, I called a private towing company Trip Towing. They arrived at the same time as AAA, around 4:30 p.m. Initially, their cancellation fee was $25 , but then they sent an invoice for $100. *****************************, Executive Liaison, Member Relations email ********************************* phone ********************* merely offered me an apology and refuses to pay Trip Towing or me the $100 since I had initially requested $25 and have not paid it yet, since I lost a paid shift, and had to pay for a new tire (receipt attached), I do not know how to upload the texted invoice from Trip Towing but I asked her not to renew my AAA membership for **** and now I would like a refund for my AAA membership for 2023 which I think was either $59 or $89. AAA did put on the spare tire as it was getting dark in the evening and this was the one and only time I used the service for the entire year. If they refund me the 2023 membership fee, then I can use it to pay Trip Towing.

  

  Business Response

  Date: 11/29/2023

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

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AAA is allowing tow companies 2 hours to come out to the location you're broken down at. That's a long time to be left in a broken down vehicle especially now that it's cold. With that said I called because I ran out of gas and the tow companies know that AAA gives them 2 hours they want to build triple a for the entire amount for the 2 hours so they leave you sitting there now this is something that's going on between AAA and the tow companies and it needs to be looked at I'm not the only one complaining about this.

  

  Business Response

  Date: 11/16/2023

  I write in reply to this concern. Member is a member of AAA Mid Atlantic. Member would need to contact their home Club **************
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  I contacted AAA Alabama ***************) on 11/15/2023 at **** am to assist with a tire change. I was informed that I had used my four free annual services for the year and that I would have to pay $100 upfront; I did. Then the towing service should reach me by **** am. This company (Jump Start Towing) is less than 20 minutes from my home address, but by 11:30 and two phone calls later, they had yet to arrive to assist. I called back and was then told the service person/company had reported that they had completed the job. I told the representative that no one had been to my home and the tire had not been changed. The representative then stated someone was within 15 minutes of my home address. By 12:15, the towing and recovery company had yet to arrive. I called back to ask for a refund of the 100 dollars, and then I was told the service had been completed again. I said no, it hadn't, and after being placed on a two-minute hold time, the representative then said they had canceled the service request and a refund would be issued, but the representative failed to provide any form of documentation or reference number to me that would prove a refund had been processing. The representative gave me the impression from his tone of voice that nothing would be done to resolve my concern and my refund request. I believe they are attempting to keep money for a service they failed to render. I am a student and need my refund to get my car back on the road. It is now 1:30 pm. I am still awaiting an email or any notification that the refund request has been initiated. Your assistance is required; thank you.

  

  Business Response

  Date: 11/16/2023

  I write in reply to this concern. Member is a member of AAA Alabama. Member would need to contact their home club at ************.

• Initial Complaint

  Date:11/14/2023

  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.

  On Sept 11th I had two services: 1 Towing and 2 Battery Replacement. The next day I filed a claim on two issues with my car as a result from the services provided.Attachments Sep 24, 2023, 11:03?PM to ****** Attached please find the repair estimate from ********************************************* and the document that you asked me to fill out and return.1.) Right tire was caught under the tow trucks equipment, and he couldn't get it to release. It tried over and over (roughly 7 times) to get it to pull loose. Also, kicking and hitting the equipment while it was caught under the tire. Now that tire shows up on the monitor with -- symbol for air in the tire. Also, my tire light is blinking, and I have a message on the dash that reads "maintenance tire monitoring system". 2.) The screen on the top of my dash that has the radio controls, time, temperature, media source control, and camera say's "LOCKED" Only the camera works on it when I back up. When AAA replaced the battery, it triggered the anti-lock my screen is now locked.None of this was an issue until the ****** (issue with my tire/monitoring system) and same day you did a battery replacement #2 (issue with my screen - LOCKED). I was asked to provide estimates from a shop. I submitted the estimates and was denied my claim for the tire monitoring system, stating I was not able to PROVE it was the tow service that caused the issue AND that AAA was not responsible because they contract that work out. I disagree with that answer because I pay for a service through AAA and you hold the contract with the towing companies.I never heard back for LOCKED screen. I inquired again and was told to get a second estimate to REPROGRAM it. I got the estimate and paid for the repair. Submitted it to AAA requesting a refund and have not heard back. It's been 3 months going back and forth with corporate and the local office on getting reimbursed for my LOCKED screen repair and getting approved claim on my tire monitoring system.

  

  Business Response

  Date: 11/15/2023

  RESPONSE TO BBB:
  I write in reply to this concern. Member is a member of AAA Mid Atlantic. Member would need to contact their home club ************