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:12/15/2022

  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 Dec 2 my bank was debited ****** got AAA membership, membership renewal was my due till the 7th, my intention was to only renew with lower grade membership, I contacted corp on the 3rd to reguest refun id for the difference of *****, here it is the 15th still haven't received my money back in my account, but did receive my updated membership card, I called a second time on the 13th, displaying my disatisfaction, with no action still taken

  

  Business Response

  Date: 12/16/2022

  I write in reply to this concern. This was received by AAA Northeast. Member would need to contact their home Club **************/ ************* ************

• Initial Complaint

  Date:12/11/2022

  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.

  A few months ago my AAA membership expired. Money is very tight right now so I was considering if I wanted to renew. I received an email offer from AAA for 50% off my annual membership at its highest tier, I paid the amount due, and the money was immediately removed from my account by AAA. However, my membership was not renewed. I called, received confirmation that the email was genuine, that it was visible to them that I had paid to renew my my membership, and was told they were unsure about why my membership was not renewed. I was assured the matter would be resolved by that Friday, it wasnt. My membership has not been renewed, AAA is in possession of what is to me a significant sum of my funds, and AAA has not responded to my emails

  

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:12/08/2022

  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 truck broke down on I-10 near ********* **. I contacted them to have my truck towed and for four hours they kept telling me the tow truck was on its way . after sitting four hours on the side of a major Interstate with traffic paasing by at 70 + mph and abad storm brewing I called them and told them that it wasn't safe and that I was going to have my truck towed , they said that would be fine and that they would reimburse me for the tow. I have still not received reimbursement . I contacted them at least 5 times iwas placed on hold for over an hour . I finally left a message to return my call I received a voice mail several days later stating they had sent me a check and it was still outstanding and If I hadn't received it to let them Know. so I called back and was placed on terminal hold once again, left another message , I have not receive the $495.00 they owed me still nothing. Last time I called I left another message and told them I would file a complaint . Still nothing.

  

  Business Response

  Date: 12/12/2022

  I write in reply to this concern.  AAA Northeast received this; however, member is a member of ********* South. Member would need to contact their home club ************

• Initial Complaint

  Date:12/06/2022

  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 have been a member of AAA a long time. For the first time I had a flat tire on my ***** CRV Hyrid on Rte 3 in ** on 10/5/22. I called AAA and they said they were unableto tow me as in ** they are not llowed and asked me to call 911 for help. While panicing with my 7 yo by the side of the busy highway, a tow truck passing by stopped and offered to help me. For a first timer, he offered me a deal. A flat rate of $200 to be towed to a garage that had my tire as my car did not hve spare tire being Hybrid. He also tolded me AAA will reimburse me. We tried couple of garages and finally found one in Fairlawan that had a new tire for me. I submitted the towing receipts and for the new tire to AAA. I was only reimbursed for $30. I called and spoke to a ******************, who said thre was no indication of my call on 10/5 for towing. When I gave the number number and offered to send a screen shot of the call. She said that was not necessary and then requested a new Towing receipt with a milage on it. I tried calling the number on the receipt to no avail. I finally emailed her and explained the situation. I never received a reply. Subsequently, I called and spoke to a ******************, who denied to revisit the claim unless I submitted a new receipt with a milage or breakdown of the towing cost. I told her again I would be glad to get that for her if could reach this towing truck person. I suggeted she ****** the distance and find out the milage, as I had the strting point and the ******** ended up replacing my flat time. She refused and was happy to cncel my membership and refund the membership prorated. I would like to be reimbursed for the for the full amout.

  

  Business Response

  Date: 12/06/2022

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

  Customer Answer

  Date: 12/07/2022

  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. 

  Bussiness AAA hasn't contacted me other than send me a survey by email as to why I canceled the service membership. 

  

  Business Response

  Date: 12/07/2022

  We have contacted the member to discuss. 

  Customer Answer

  Date: 12/08/2022

  [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:11/30/2022

  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.

  on 11/30/22 I contacted AAA because i had a dead battery. AAA was provided with the make model and year of my vehicle. AAA from ********* in *********/******* responded - verified that battery needed replacement - said that the battery they brought would not fit my vehicle, had none back at the shop that would fit, and that i should go to NAPA and purchase a battery. They jump started my truck; i bought battery at NAPA; and drove home. I called AAA to have them install the battery. AAA said they would not install battery purchased from third party. They further stated that I should return the battery I bought; wait **** days for ********* to get a new shipment of batteries; then call to have AAA battery installed. I then called ********* and they said I should have gone to a service garage and had the battery replaced (nice guys). AAA advertising expressly states that a qualified professional would check and replace battery if necessary. The "qualified professional" (AAA agent) told me to go buy a battery!!! I bought the battery - now AAA won't put it in the vehicle. I would like AAA to install the battery. If i have to pay someone to install the battery, then I want to be reimbursed for the cost.

  Customer Answer

  Date: 12/11/2022

  [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 spoke with a AAA representative and the matter was resolved to my satisfactionin 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:11/28/2022

  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 booked through aaa travel on November 14th at the Comfort inn suites from Friday November 18th- Sunday November 20th. At aaa it stated that there was a pool which was falsely advertise. We showed up to the hotel about 8pm to settle in when we realized that the pool was unavailable. The receptionist at the Comfort inn was absolutely wonderful about the situation and seeing that we were not yet checked in, she advised us to contact aaa and have them transfer over my reservation to the Springhill Suites located right next door. I contacted aaa for assistance and they said they will call me back. After about an hour I called back because I never received a call to find out the status and they basically told me that we needed to wait. At that point I got frustrated because I have my elderly father, 2 year old child, 2 teenagers and my 55 year old husband all waiting in the car and we were exhausted so I requested a refund. I no longer wanted our reservation transferred because we were tired of waiting. We ended up booking separate and paid out of pocket a little over $700. *** finally contacted us at 10:30pm which was a little less than 3 hours later saying they had a room available but by then we were already booked and settled elsewhere. We didn't want the relocation, We wanted our refund. There was a huge issue on why we couldn't get refunded and after days of fighting we get confirmation that we will receive only half the refund because aaa relocated the second room. I called aaa to figure out why this was happening and ****** answered the phone and treated me like complete garbage. In the end I had to send receipts from springhill and there needed to be an investigation prior to getting any answers. The next day I call in for answers and I get a call back started they will send my 2nd half of my refund in a form of a check which could take 2 weeks. So are you guys in the habit of stealing people's money and causing them to fight for it back?

  

  Business Response

  Date: 11/29/2022

  I write in reply to this concern. We have forward this to our Travel Department and someone will be in contact to discuss. 

  

  Business Response

  Date: 11/30/2022

  The hotel does have a pool, but it was not in use during their stay. This information is not updated to us, so we have no way of advising if certain amenities are available or not for select dates. Hotels are responsible for updating their information with the vendors who supply to data to various sources, which is how we get that information - or they can contact us directly to update our systems.
  
  The member called in at 7:07pm EST and wanted to be relocated to the Springhill next door. That call lasted 9 minutes and the team immediately contacted the vendor with the request - they were not able to secure both rooms at the Springhill as requested due to not having inventory available with them and the hotel was not being able to transfer the bookings directly since they aren't tied to the other hotel - so the option was another hotel or to cancel for a full refund. Another option offered was a Hampton that had the desired amenities, but it was a few miles away.
  
  The 2nd call from the member came in at 7:23pm and the 3rd call came in at 7:**** wanting an update. Our team was still on the line with the vendor at that time. The 4th and final call from the member came in at 7:57pm, less than an hr from the original call. The majority of the conversation with multiple calls back and forth were completed within an hour - most of the delay was in trying to secure the relocation for both rooms to avoid any out of pocket expenses for their requested changes.
  
  The member ended up booking herself at the Springhill next door while the team was working with Expedia. Unfortunately, one of the rooms were confirmed at the Hampton during this time, and the Hampton refused to allow a waiver since that relocation was completed.
  
  We did call the member back at 10:49pm after trying to finalize the refund request for the 2 rooms, as we had been working with the vendor since the member's last call stating she just wanted to be refunded and had booked the Springhill on her own. This call was to inform the member of the refund secured for one of the rooms and the pending refund for the other, as one room had already been secured at the Hampton. We advised the member we would follow ** in the morning with the Hampton, as they asked us to call then when their manager would be in.
  
  The phones were disconnected a few times, but we did not hang up on the member and are unsure how or why the calls were disconnected. The member was very upset and started demanding a refund and a supervisor quite early in the process while we tried to work on a resolution. We explained we were working with the vendor for a relocation, she stated she only wanted to be refunded and that the the hotel told her she would have saved more if she had booked directly with them, which likely escalated the member's feelings. Our rates are provided by 3rd party vendors as well as directly by the hotels on our site, so any offer the hotel had should have been displayed and bookable at the time of the booking.
  
  The member wanted refunded for both rooms and the difference she had to pay at the Springhill. She was refunded for one room by the vendor, and we sent her a check for the 2nd room that was confirmed at the Hampton since the hotel was unwilling to honor a refund on that room after the relocation was completed. This check was just requested last week (Nov 22) so she likely hasn't received it yet as they typically take at least 2 weeks but have been taking longer lately. The check is for $260.63.
  
  We cannot refund the difference in cost at the two locations as we have no control over the availability of amenities/facilities at the properties, and the member elected to refuse a relocation to another property that did have the desired amenity and to book on their own. The reservation was not refused by the hotel, it was refused by the member so the change was fully voluntary.
  
  The request for receipts from the Springhill was due to the member's request to have that cost covered as well. The agents were not aware if a refund would be possible, but part of the process is to get the documentation that *** be necessary as soon as possible to help keep the request moving and to avoid delays. The delay in the 2nd refund was because the hotel refused to allow a refund even though the booking from the relocation with them was only active for a little while - so that refund was issued on behalf of AAA. The situation all occurred on the 19th which was a Saturday, the refund request was sent in on the 21st once it was reviewed and denied by the hotel/Expedia and it was granted by TST on the 22nd. The member did not have to fight for the refund and we apologize that they felt this way - the team was working on that basically from the beginning but ran into some snags between the relocation request the booking being completed directly by the member during that process.
  

  
  

• Initial Complaint

  Date:11/19/2022

  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 went to Triple-A in **************** ** for an oil change Alignment, and tire rotation. I also had other work done, like getting my back brakes cleaned and fuel injector cleaned. They could not get my alignment done after going back for the second time. I paid for a package that includes tire rotation, tire balance, and an alignment. They did not rotate or balanced any of my tires either. Since they did not do this, not sure if they did anything else, but charged me for something that they did not do. The manager took my car for a test drive and told me that the alignment is good when it is not. I would like my money back for something that they did not do. I called the Triple-A claim department in **. Waiting to hear back.Date of service 10/22/2022

  

  Business Response

  Date: 11/21/2022

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

• Initial Complaint

  Date:11/17/2022

  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 a AAA member I called roadside assistance on Thursday 16 th of November at approximately **** pm I Iexplained I was a woman alone in a lonely area I was told someone would be with me in 90 minutes. At around **** I was told it would be another 3 hours making it appropriately ***** I called only to be told they had no ETA for help to arrive I called at ***** to be told again they had no ETA after complaining loudly to yet another supervisor I was told they contacted the pick up driver and he would be with me in 30 to 40 minutes I am still waiting My complaint is that AAA says a time then proceeds to extend the time pleading they do not have enough pick up drivers. they knew how many pick up drivers they had at my initial call and must have been aware they could not get to me in 90 miniutes I am writing this on my phone it is **** am nobody has arrived nobody has called me with an update.When I said I was a elderly woman alone in a dark and deserted spot I was told to call the police Surely it is AAA responsibility to ensure their members are picked up and are safe not the police This is the second time this has happened to me in two years and it was exactly the same routine say you are coming and then keep extending the time The last time AAA kept me waiting with a broken down car for twelve hours

  

  Business Response

  Date: 11/17/2022

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

• Initial Complaint

  Date:11/12/2022

  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 husband broke down on *********************, he called AAA and was informed that since he was on the side of a busy road he would be a priority. After an hour, he called back and he was informed that they would be there in 15 minutes. Another hour went by and still no tow truck. At this point he again called AAA and could not get through, however he was still holding on. I myself also called and was able to get through. The woman that I spoke with put me on hold and said she would be right back. When she came back she said that the call was in, which I stated several hours had gone by and he was still at the side of a busy road, I then asked to speak with a supervisor. I was again put on hold and after 20 minutes on hold, I decided to call back. The next person I spoke with stated that the call was in and she said that the tow truck would be there in 15 minutes, they were on their way. Another hour went by and again no tow truck and unable to get through. I finally reached a gentleman and explained our frustration. He stated that he would again put the urgent request in. I told him that I didn't think that we should not pay the $45 for the first 5 miles, but also the fee for the rest of the way to our dealership. He assured me that they would definitely cover the whole bill due to bad service and the length of time that he was left at the side of the road. I was told to fill out a reimbursement claim along with a letter and it would not be a problem. At this point still no truck. My husband called again and he was told that the company decided not to take the call and they would have to find someone else. Another hour went by and FINALLY a truck arrived. This whole process took 6 hours! I filed the claim and received a letter stating we were only entitled to $45. I have tried calling AAA several times and am unable to get through. I have even left messages which I was assured would be returned in 48 hours. It's now months later and no response.

  

  Business Response

  Date: 11/14/2022

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

  Customer Answer

  Date: 11/14/2022

  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:11/11/2022

  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 husband has AAA of North **, he was driving in ** and broke down due to the battery. We called AAA and was informed since it was out of the service area that we needed to proceed to NAPA auto parts and buy a AAA rated battery and that we would be reimbursed after submitting the receipt, DOS is 9/12/2022. I submitted everything required to AAA and was told to allow 60 days for processing. I had to put this purchase on my daughter's card and she was waiving the interest to me for the 60 days but starting 11/12/22 interest is accruing at 24%. I spoke with 4 different representative at AAA to confirm before purchase and was told it was covered as I did not want to be stuck with a bill that they would not pay. I called yesterday and was told NO they were not reimbursing me. My problem is if I had to pay out of pocket I could have gotten a cheaper battery then $217.29 from any other auto part store including ******* if I was paying out of my own pocket. I bought the battery AAA stated I needed to buy for reimbursement, Also, isn't calls recorded for quality assurance, I suggest they play all the calls related to this issue, I want the money reimbursed for $217.29 and the accruing interested on my daughter's credit card because it is only accumulating due to them not refunding me the promised amount in the timeframes stated by them for the reimbursement.Name on Account: ************ ************ or ************.

  

  Business Response

  Date: 11/16/2022

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

  Customer Answer

  Date: 11/19/2022

  I did contact them prior to this complaint and they blew me off not resolving my issue at all.  I want thus resolved asap with the money returned. 

   

  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,

  ******

   

   

  

  Business Response

  Date: 11/28/2022

  We forward this concern to the member's home Club: they advised that the member was advised that they do not have the Premier battery benefit on their membership. They were unable to reimburse the battery purchase as it is not covered by the membership.
  
  

  Customer Answer

  Date: 11/29/2022

  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 spoke with multiple people at AAA that day this happened and was informed multiple times I DID have the coverage; everything is supposedly recorded for quality assurance, maybe you should pull those recordings.  I am just going according to what their staff members stated and that yes it was a covered benefit.  If this is not resolved soon I will be taking this to social media, this is unacceptable.  This need to do better!  
  
  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,

  ******