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

  
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  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:11/07/2023

  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.

  I recently found out that my AAA membership was not renewed automatically as it has been for the past 8 years. No corresepondance from AAA regarding my membership lapsing. I renewed my membership today and was told it is ready to use.Went to use it and I was told I only have a basic membership first. Then, I was told I need to pay $90 to access my premier membership. Then I was told that the $90 just allows use of a basic membership and it would be $3/mile. Then I was told it was $5/mile.I'd like all my money refunded and I will never even consider using AAA in the future. Absolutely terrible customer service and everyone was unbelievably rude.

  

  Business Response

  Date: 11/08/2023

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

• Initial Complaint

  Date:11/06/2023

  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 called for service and they ever showed up. this is not the first time I have this problem the last time they left me stranded for more than 4 hours

  

  Business Response

  Date: 11/07/2023

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

• Initial Complaint

  Date:11/01/2023

  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.

  Waited 2 hours in an extremely unsafe spot for a tow. Was told to call the police myself if I felt unsafe which I did & they did come to sit behind me and after the 1st hour asked if I could get another ETA because the link they had sent was saying it was estimated between *******am arrival and it was well past that. Was told dispatch would return my call. Nothing. Called again, this time the cop spoke to the rep and explains how unacceptable it was for them to be taking so long being in such a bad spot and it being a priority call. Woman said it would be another 30 mins and there never was an ETA even tho we were looking right at it together. Then the link to track the truck stopped working so I called again because I thought soneybubg may have gotten messed up and sat on hold for 15 mins - nothinh. Hung ip and called back and sat on hold for another 10 mins and finally the truck showed and I hung up - 2 hours after my initial call. Had I not been in such a bad spot I wouldnt have cared about waiting but even the cop himself said it was really bad. And ** leaving out additional details to save space and time but absolutely disgusting, disappointed and angry about the service and have been loyal customers for years. I think AAA should offer some sort of compensation considering we also have a family plan and all pay for the plus as well.

  

  Business Response

  Date: 11/02/2023

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

• Initial Complaint

  Date:10/23/2023

  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 had a flat tire while driving home and my car doesnt come with a spare. I contacted AAA for a tow at approx 7:45pm. The link stated it would be 2 hours. It was a Sunday evening so I wasnt terribly surprised. After about 20 min, a polite rep named *** called to inform me that it was going to be a long wait so they would do an unattended tow for me. They confirmed my location and drop off location and instructed me to leave my key somewhere for the tow driver (I put it beneath the seat). I got a ride home around 9:15pm at which time a received an automated update stating it would be approx 79 min until my tow. I secured a ride to work, and when I left my house at 10:45pm, my car had still not arrived. I called AAA a little before 12am and another polite rep contacted AAAs Taunton dispatch to let them know I had left my car in a position where it was blocking a business parking area in order to make the tow possible. At 4:15am, a family member confirmed that my car still wasnt in my driveway. I called AAA for an update. The rep (a man, I didnt catch his name) confirmed the tow request and stated no one would be towing me until after 6am. I stated that I was concerned because my car has been unlocked all this time and the business possibly opens at 7am so I wanted to make sure I wasnt blocking them when they opened. He was very short with me and would only reply, they wont tow you until after 6am.Its now almost 5am and my car hasnt been towed and I have no confirmation as to when it will be. The key is in the car and I have belongings in the trunk that I couldnt take with me for my ride home from the vehicle. I was assisted while it was still a reasonable hour and now I dont even know if my car is still where I left it. Im a nurse and cant abandon my shift to go check on the vehicle. Here it is just a few minutes shy of 5am, almost 8 hours since my tow request. Its a good thing I didnt decide to wait with the car along with my 6yo son.

  

  Business Response

  Date: 10/23/2023

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

• Initial Complaint

  Date:10/20/2023

  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 called AAA on 10/20/23 because I know my policy is expiring and I hadnt received any new insurance paperwork. AAA proceeded to tell me the documents were mailed out in 08/23, which I never received. They proceeded to tell me that because I am not on auto pay that 20% of the policy would be due which is almost $1300. I had no knowledge of this policy and then asked if I could be put on auto pay to pay the $570 monthly payment. I was told because the policy had already started and I did not receive the paperwork, there is nothing that can be done.

  

  Business Response

  Date: 10/23/2023

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

• Initial Complaint

  Date:10/20/2023

  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.

  AAA member for 20+ years Unacceptable AAA response to simple battery service request in Sept 2023 Wednesday morning - Submitted an online service request for battery service. AAA Technician arrives late morning. Tech said that AAA did not have the right battery in stock and that they do this "all the time". Tech suggested that I have the car towed to a mechanic for battery replacement. Wednesday afternoon -Submitted online service request for tow - Tech arrives at and tells me that he knows that AAA has several of my vehicle's batteries in stock - he confirmed this by making a phone call to another technician. Thursday morning -Submitted a second online request for battery service. Called AAA to confirm that battery service request was processed and was told that I would receive updated text messages re request 8:55 AM - received text that service request in process - No further texts received,10:26 AM - received text that service request in process - No further texts received 1:50 PM - received text that service request in process Thursday afternoon - Called AAA and was told that the service request was cancelled by dispatch. No explanation received.Extremely frustrated and not knowing **** request was cancelled, I contacted AAA Member Relations. More wasted time waiting on hold I was finally told that the requests were cancelled because the first battery technician said that I had Covid (not true at all) and that I refused to wear a mask (not true at all - was never asked to). AAA never contacted me to let me know that they were not sending a technician - not one text or phone call.After several extremely frustrating time-consuming phone calls on both Wednesday and Thursday to Service and Member Relations I was told that they would send a battery technician out as long as I wore a mask. Friday afternoon- A technician arrives replacing the battery - service completed in less than 15 minutes! 100% unacceptable AAA customer service.

  

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:10/19/2023

  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.

  9/29/23 AAA dispatched a tow truck with their contracted company(******************) in ********, **. They only accepted cash so I had to run around to find an atm in pouring rain before they showed up which was adding more stress to the situation. The tow driver shows and I gave him the cash and also a note clearly instructing him to call the auto shop owner with the tel# I provided when he arrives. It was after hours, shop was closed. I tell him to then text me and confirm exactly where he placed my vehicle and car key after confirming with the auto shop owner. Tow driver never calls the shop owner and never contacts me. Following morning shop owner calls me to say he doesn't know where the car key is and the tow driver never called him as was instructed. I call AAA and they reach the tow dispatcher who states it was left by the shop's glass doors, shop owner said it wasn't. Call AAA again call escalates to supervisor for about an hour trying to find out where car key is. Dispatcher confirms tow driver left key in gas compartment. Shop owner has to get car unlocked to open gas compartment. I am charged for this *** paid shop owner in cash. I seek reimbursement from AAA and was told I can't receive reimbursement without invoice. I should not have to give an invoice if their contracter (******************) admitted they placed the key in a locked gas compartment. The tow company is responsible for this and should pay the charge to retrieve the key. I never instructed the tow driver to lock the key. Employee *************************** customer service rep was of no help in this matter. Neither was employee *************************** of any help in resolving this matter. I should not incur any additional expenses on top of the tow fee for what this tow driver caused me to go through. I canceled my membership due to this very poor handling of the situation by AAA. I want the fee paid to the auto shop and my remaining balance of my canceled annual membership refunded. ****************

  

  Business Response

  Date: 10/20/2023

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

• Initial Complaint

  Date:10/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prior to August 17, 2023 I was informed by the supervisor *************************** AAI Supervisor Customer of AAA ********** ********************** Company to email and the attached document that were forwarded to *********************** on 01/19/2022 regarding incorrect rating insurance rating quote . I have been overcharged for my insurance coverage for over a year now. Moreover, I've been trying to contact your company for months regarding the discrepancy between the rate and what I am paying. THE **** WAS REFLECTED BASED ON SALVAGE COVERAGE. When I initially signed up for this insurance policy.However, I was informed that I needed proof of a non-salvage title letter from my previous insurance carrier to adjust the current rate. The necessary information was provided for your reference to support my concerns. As of 8/17/2023, I've never received any correspondence feedback besides your CSR stating the matter was escalated to the underwriting team, and there weren't any protocols put in place to handle a situation like this, which was unacceptable and inexcusable.Most importantly, I value your business relationship and have always appreciated your company's commitment to transparency and fairness, but this matter has been going on for too long and hasnt been resolved. They also assured me that moving forward that my insurance coverage would be extended until matter was resolved and as of September 17th 2023 my coverage has been canceled. This has been an oversight ongoing matter. Furthermore,I was Informed that they would rectify this situation and adjust and backdate my rate to reflect the correct coverage I should receive. I provided any and all additional steps they were required from my end to facilitate this process, including corresponding email from my previous carrier. Informing them that my car was salvaged.Furthermore, I look forward to your prompt response and a resolution to this matter. Thank you for your attention to this concern.*********,**************

  

  Business Response

  Date: 10/12/2023

  Hello,

  The complainant resides in the *********** and attached correspondence are with representatives of AAA North East based out of **********, **.  Please route complaint to the appropriate entity.

   

  Thank you

  

  Business Response

  Date: 10/19/2023

  
  I write in reply to this concern.  We have forwarded  this to the Insurance department and someone will be in contact. 

• Initial Complaint

  Date:10/18/2023

  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.

  On October 16, 2023, AAA deducted $64.99 from my checking avcount without my permission. I am NOT a member (nor have i ever been) of Triple A. I do not even own a car. I want my money refunded and I want them blocked from ever deducting money from my account.

  

  Business Response

  Date: 10/18/2023

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

  Customer Answer

  Date: 10/20/2023

  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.
  Please see the attached correspondence I had with Triple A and the document showing the un-authorized withdrawal from my account.  I ave never been a AAA member nor have I ever inquired about any insurance matters from them.  I would like my money refunded sooner rather than later.

   

  Thank you,

   

  *******
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 10/24/2023

  We have communicate to the individual and advised that we are not able to locate the charge in question, since the charge may have been from another AAA Club and not AAA Northeast.
  
  She should dispute the charge with her credit card company or her bank.
  

  Customer Answer

  Date: 10/24/2023

  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.]
  
  usinesses 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.
  Wether the charge came from AAA  North South East or West, I should not have to search for where this charge originated from.  I am not a member and my account (debit card) was used to pay for someone elses membership.  AAA should make every effort to find out which club accessed my personal account and refund my money.
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/11/2023

  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.

  Horrible service from AAA. Please see the attached document for details.

  

  Business Response

  Date: 10/12/2023

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