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

  34 Cambridge St Ste 140 Burlington, MA 01803-4676

  
• 

  AAA Northeast

  32 Fairhaven Commons Way Fairhaven, MA 02719-4627

  
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  AAA Northeast

  197 Boston Post Road West Marlborough, MA 01752-1840

  
• 

  AAA Northeast

  29 Home Depot Dr Plymouth, MA 02360-2669

  

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:11/07/2022

  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.

  After my daughter called AAA for a flat tire... the tow driver arrived to tow the *** 20 hours later. The tire company where the *** was towed to informed me that the vehicle had a burning smell when it arrived, and instead of using a flat bed truck which it how this type of vehicle has to be towed, the vehicle was dragged with the back tires on the road.. locked and not in neutral. This effectively destroyed the transformer box under the car. I called and complained to AAA. They opened a case, and left me for almost 2 weeks with no answers. We have been without a car for 2 weeks and had to rent a car. Please help.

  

  Business Response

  Date: 11/09/2022

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

  Customer Answer

  Date: 11/09/2022

  [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,
  
  *******************************

  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. 

  After I received the email from the BBB with the response from AAA, indicating they would be contacting me to resolve my issue, I never heard from them. I am still waiting to be reimbursed for the money I paid to have the vehicle repaired, and for the rental car I paid for when the vehicle was being repaired. AAA has caused our family more than just the financial loss of the car's use and repairs. They left my daughter on the side of the road for over 3 hours before telling her they had nobody available to come, and to leave the keys in the car. It was almost 24 hours before they actually towed the car, and they dragged it to Sullivans Tire! All she needed was to have a flat tire repaired, and if we knew how bad AAA was, we would have called Geico and used the roadside assistance benefit! 

  

  Business Response

  Date: 11/29/2022

  We will contact the member to discuss. thank you

  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 have not received any followup from AAA, in contradiction to what they state in their email. In good faith I accepted their response to contact me to resolve this matter, which in turn closed this case for me. Once it was closed, they never contacted me.
  
  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: 12/08/2022

  We followed up with the member on 12/1 via email since we were not able to reach by phone. We recently received an additional email that we will be responding to. 

• Initial Complaint

  Date:11/03/2022

  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.

  I have a membership with this company for emergency roadside assistance. I am specifically referring to my motorcycle coverage. In order to receive such coverage it's required to upgrade from a bastc plan and then pur hase extra coverage. 10/29/22 I had a front flat tire. I called for assistance but the *** was unable to secure a towing company that could tow a motorcycle. To the point, the call was time stamped for 2:22pm and at 7pm they said they wouldn't be able to do it. I had been on the phone with them several times in between but the solution in the end was for me to find service, pay out of pocket, and submit it for review for reimbursement. 1st, I'm on a motorcycle in the city of ********** surrounded by other small cities. If they can't provide me service there then how could they possibly help me or any motorcycle driver when we ride in rural areas where you would find most of us on any given day. 2nd, I have tried to get answers but I keep getting boiler plate responses. In the end after the 7pm call to find out I was on my own I tried to cancel online and on the phone. I found a tow company and submitted the invoice. By the time I was done it was 9pm and just dropping into the 40's. 10/30/22 9am I receive a call from *** that they may be able to tow me around 11am.. 18 hours later. Regardless, this statement was not reliable. A the previous evening they kept giving me a two hour window but help never came. I almost let it drag out to see how ling it would have actually continued.I want answers. I want to know about my reimbursement. I want to know if roadside assistance is feasible for a motorcycle in the northeast. I want to resolve this because I need to know why I'm paying extra for not so reliable service for emergency situations. I'm still trying to process what I would do if I were 100 miles away, this tow was about ********************** $297. If this was an emergency during business hours, this is the money I would use for the repair

  

  Business Response

  Date: 11/04/2022

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

• Initial Complaint

  Date:11/01/2022

  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 called My roadside assistance for a flat tire. Was told an eta of an hour and a half. I had Waited over 6 hours simply because theres not enough drivers. I had No way of picking my child up from his after school care givers, with multiple calls to dispatch nobody could give me an accurate enough eta so i could Plan other arrangements. It was always about a half hr but an hr or so would pass and still no assistance showed up. Nobody has apologized or tried to rectify . I was Told i would be after the drivers tow he was currently doing but after calling assistance several times i was Then told i had At least 2 more customers in front of me. I was Left stranded for 6hrs at night in a rather bad part of town. They should not offer 24/7 roadside and take peoples money if they cannot get to folks in a safe and timely manner. I could have tried to make other arrangements had i known I would Be waiting 6 plus hours for help!!!!

  

  Business Response

  Date: 11/02/2022

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

• Initial Complaint

  Date:11/01/2022

  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 10/22, my vehicle broke down inside the ************ shopping mall garage in ******, **. I called AAA and they first sent a technician, but because the vehicle was stuck on the side, he couldn't move it out and fix it there. They later told me a tow truck is on the way but it never arrived. Then, they called saying the clearance is too low for it to get in. It has been 2 HOURS since I first called. AAA left me stranded in the cold and later I had to call police to get the car towed.

  

  Business Response

  Date: 11/02/2022

  I write in reply to this concern. 

  
  We will contact the member directly to discuss.

• Initial Complaint

  Date:10/31/2022

  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.

  We called aaa on 10/29/22 at 7 pm with a flat and needed a tow. The operator stated that they might not be able to tow us 20 miles to home, so they dont lose a driver from area. We have 100 mile towing. We sat and called for eta on truck 6 times in **** hours on side of highway. Spoke to supervisor to get resolved. The tow driver did show up and said he was also waiting to hear from aaa since 7 pm to find out our location. Because of horrible customer service and being stranded on roadside we missed a paid Halloween bash and lost the money for outfits we purchased for it. Aaa member services only offered a 38 dollar partial member payment for next year and a apology. We would like either the money lost refunded to us in the amount of ****** dollars for tickets and costumes. I felt that any company that you pay for a service should provide that service. If it was up to them we would have slept there.

  

  Business Response

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/30/2022

  Type:Product 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 am a AAA member, and I made a service call on August 27th 2022 sometime around 12pm. My car was broken down on a state highway and I needed a tow. I was told that a truck would be to me in an hour. After an hour had passed I called back to see the status of the tow truck and was told that because the driver's were busy, it may take longer. In the meantime, I placed a call to my service lot to see how late they would be open to receive my car. The service lot was closing at 4pm. I placed another call into AAA and let them know that not only was I in an unsafe spot on a busy 3-lane highway, but because my service lot would be closed after 4pm, could they please try sending someone sooner than later. The call rep responded they were still tied up. The rep then told me that if I were to find a service who could tow my car, AAA would reimburse my tow charges pending I sent a receipt within 30days. I called and found another tow service, paid $275 and had my car towed after waiting for over 3 hrs on the highway. I sent my original receipt to AAA and received no response and no reinburement. I have contacted AAA, via phone and email and left messages. Just this past Friday someone responded stating that their records show I was notified I needed to send an itemized receipt. I replied that I have never received ANY notification from them and re-submitted the original itemized receipt. I still have not received a response. I feel this is unacceptable and as a long-time AAA member, I feel they have taken my money and wasted my time. Why should I bother paying for a service if they can not help? I would like my $275 reimbursement.

  

  Business Response

  Date: 10/31/2022

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

  Customer Answer

  Date: 11/01/2022

  [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:10/28/2022

  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.

  My teenaged son called AAA at 1:58 p.m. for assistance after getting a flat tire. He was told someone would be there by 3:26. We have a AAA service center 10 minutes away, so someone showed up to try to change the tire. Attendant wasn't able to (for who knows what reason), so a second ticket was entered for a tow. Over FIVE hours later, still no one showed up. I drove down to meet my son after worrying when he failed to show up at home. We were able to watch the dispatched driver on the *** link AAA sent. The guy came from out of state (DE - we live in **). He made numerous stops along the way, stayed in one location several times for 20 minutes or more, stopped at a shopping center, diner and parked outside an establishment in the local Borough which was only 15 minutes from our location. We then watched him head South an hour in the opposite direction. Calls to AAA were met with the rudest reps particularly in dispatch. It started to get dark, the car was not in a safe location, and we were also told to leave the keys under the mat. I was not comfortable leaving the car unattended, unlocked with keys under the mat and eventually called a ************ They were there in less than 10 minutes, got the spare out with no problem, and had the tire on in less than 5 minutes. It's absolutely UNACCEPTABLE to have a company taking all of this money from its members who are counting on the security of someone showing up, to be left stranded for hours and hours. EPIC FAIL!! I want AAA to pay my out-of-pocket tow bill, and I will be cancelling my membership. Given the amount of complaints I'm seeing here, this company needs to be ultimately be held accountable for repeated failure to support its paying customers.

  

  Business Response

  Date: 10/28/2022

  I write in reply to this concern. Member is a member of Club 212: AAA Mid Atlantic. Member would need to contact their home Club .

  AAA Mid-Atlantic   ************

• Initial Complaint

  Date:10/16/2022

  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 have been a AAA member for over 30 years. My daughter, named *******************, broke down on the side of the road around midnight. She called AAA for road side assistance and was told there would be about an hour wait. Then they said it would be another hour. She waited and waited on the side of the road in a cold car and then was told no one was available to tow her car until 7:00 the next morning. AAA advertises road side assistance 24 hrs a day. She had to pay for a taxi to get home at 3:00am. AAA still didn't get the car towed until noon the next day. If she didn't call and PAY for a taxi she would have been stuck on the side of the road for 12 hours! I feel she needs refunded for the taxi fee and an explanation of why this happened.

  

  Business Response

  Date: 10/17/2022

  I write in reply to this concern. Member would need to contact their home Club: AAA W Penn/West Virginia ************.

• Initial Complaint

  Date:10/14/2022

  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.

  Recently *** changed their branded credit card from **** of America to Comenity ****. The only notice I received of this change was a new card with *** branded material saying that this was a great thing. Having done business with Commeniry in the past, this was not a bank that I was interested in doing business with. I called **** of America and told them I did not want the card transferred, they said the information had been transferred and that it was out of their control. I tried to call commenity and was told that since the card was not active they could do nothing. I activated the card and set up signed up for online access so I could use my transferred rewards points, pay off card and cancel. I have been unable to access the account since activation on Oct 11. I have called commenity and was placed on hold for a total of five hours in five days. I was able to speak to two representatives over the course if five days, both said I was all set there was nothing they could do and they hung up. I called *** and asked to speak to someone who could explain what was going on and that as a member since **** and under my parents since **** I deserved an answer. In my interactions I was given the number to commenity and was told it was a *** department, was told it had better benefits than before but the improvement could not be explained, told that no supervisors were available to speak to members, was told that the *** had no obligation to explain to members why no choice was given to decline transfer and that it was not *** branded credit card. The card clearly says *** across the front.. I have called the ** banking department and comsumer protection and was told that based on what I explained have enough cause to file consumer protection claims and banking claims against both entities. This complaint is a last attemp to have *** resolve the issues presented here, as there is no one at *** that can return calls or explain to members what is happening.

  

  Business Response

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/14/2022

  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 car was stolen in *******, ***** on 9/5/22 and reported to the police on that date. AAA Auto Insurance was notified of the stolen car which was recovered in ******, ***** on Friday 9/9. Car had body damage and was undriveable due to something that happened during the period 9/5 - 9/9. AAA was notified that the car was undriveable and agreed to take the car to a AAA approved garage in **********, ***** on 9/20, but was not picked up until 9/26. Car was inspected by ********** Complete Auto and mechanical damage estimate was sent to AAA on 9/27 along with photos. I was informed a valuation had finally been completed and was being reviewed on 10/11. Since that time I have inquired with the claims agent and her manager with no response whatsoever. Claim # *********. Claim agent *************************/Claim Manager ***********************

  

  Business Response

  Date: 10/31/2022

  I write in reply to this concern. Individual would need to contact AAA Insurance in *****. The telephone number is **************.